Saturday, November 30, 2019
Ku Klux Klan Essays (251 words) - , Term Papers
Ku Klux Klan Ku Klux Klan Prejudice comes in many forms. Two such forms of extreme prejudice are the Salem witch-hunts and the Ku Klux Klan. In the colonial time, from 1700 to 1775, the Salem witch-hunts took place. The KKK originated after the civil war and is still going on today. These two groups based their prejudice on religious beliefs. People from many different cultures founded our nation, which gives us a unique diversity that was and is not always respected. The Ku Klux Klan states they are based on Christianity and uses such symbols as the flaming cross. Burning the cross is supposed to represent opposition to tyranny and obedience to God. The KKK believes they are superior to all non-whites. The people responsible for the Salem witch-hunts feared and persecuted those whom didnt share religious and personal beliefs. A way of testing your beliefs was being forced to recite the 10 commandments without falter. Ku Klux Klan often expressed their beliefs by putting burning crosses in non-white homes, s etting homes and businesses on fire, and even hanging non-whites. In the same way, the witch-hunts would force those who were prosecuted to confess and incriminate, if not, they would be hung, burned, or in one case smashed to death. Both groups use Christianity against other people that differed from them. The KKK was an underground organization, and used robes and hoods to disguise themselves. Rarely did members become publicly known because they were denounced ...
Tuesday, November 26, 2019
Principles of Newtons Law of Gravity
Principles of Newtons Law of Gravity Newtons law of gravity defines the attractive force between all objects that possess mass. Understanding the law of gravity, one of the fundamental forces of physics, offers profound insights into the way our universe functions. The Proverbial Apple The famous story that Isaac Newton came up with the idea for the law of gravity by having an apple fall on his head is not true, although he did begin thinking about the issue on his mothers farm when he saw an apple fall from a tree. He wondered if the same force at work on the apple was also at work on the moon. If so, why did the apple fall to the Earth and not the moon? Along with his Three Laws of Motion, Newton also outlined his law of gravity in the 1687 book Philosophiae naturalis principia mathematica (Mathematical Principles of Natural Philosophy), which is generally referred to as the Principia. Johannes Kepler (German physicist, 1571-1630) had developed three laws governing the motion of the five then-known planets. He did not have a theoretical model for the principles governing this movement, but rather achieved them through trial and error over the course of his studies. Newtons work, nearly a century later, was to take the laws of motion he had developed and applied them to planetary motion to develop a rigorous mathematical framework for this planetary motion. Gravitational Forces Newton eventually came to the conclusion that, in fact, the apple and the moon were influenced by the same force. He named that force gravitation (or gravity) after the Latin word gravitas which literally translates into heaviness or weight. In the Principia, Newton defined the force of gravity in the following way (translated from the Latin): Every particle of matter in the universe attracts every other particle with a force that is directly proportional to the product of the masses of the particles and inversely proportional to the square of the distance between them. Mathematically, this translates into the force equation: FG Gm1m2/r2 In this equation, the quantities are defined as: Fg The force of gravity (typically in newtons)G The gravitational constant, which adds the proper level of proportionality to the equation. The value of G is 6.67259 x 10-11 N * m2 / kg2, although the value will change if other units are being used.m1 m1 The masses of the two particles (typically in kilograms)r The straight-line distance between the two particles (typically in meters) Interpreting the Equation This equation gives us the magnitude of the force, which is an attractive force and therefore always directed toward the other particle. As per Newtons Third Law of Motion, this force is always equal and opposite. Newtons Three Laws of Motion give us the tools to interpret the motion caused by the force and we see that the particle with less mass (which may or may not be the smaller particle, depending upon their densities) will accelerate more than the other particle. This is why light objects fall to the Earth considerably faster than the Earth falls toward them. Still, the force acting on the light object and the Earth is of identical magnitude, even though it doesnt look that way. It is also significant to note that the force is inversely proportional to the square of the distance between the objects. As objects get further apart, the force of gravity drops very quickly. At most distances, only objects with very high masses such as planets, stars, galaxies, and black holes have any significant gravity effects. Center of Gravity In an object composed of many particles, every particle interacts with every particle of the other object. Since we know that forces (including gravity) are vector quantities, we can view these forces as having components in the parallel and perpendicular directions of the two objects. In some objects, such as spheres of uniform density, the perpendicular components of force will cancel each other out, so we can treat the objects as if they were point particles, concerning ourselves with only the net force between them. The center of gravity of an object (which is generally identical to its center of mass) is useful in these situations. We view gravity and perform calculations as if the entire mass of the object were focused at the center of gravity. In simple shapes - spheres, circular disks, rectangular plates, cubes, etc. - this point is at the geometric center of the object. This idealized model of gravitational interaction can be applied in most practical applications, although in some more esoteric situations such as a non-uniform gravitational field, further care may be necessary for the sake of precision. Gravity Index Newtons Law of GravityGravitational FieldsGravitational Potential EnergyGravity, Quantum Physics, General Relativity Introduction to Gravitational Fields Sir Isaac Newtons law of universal gravitation (i.e. the law of gravity) can be restated into the form of a gravitational field, which can prove to be a useful means of looking at the situation. Instead of calculating the forces between two objects every time, we instead say that an object with mass creates a gravitational field around it. The gravitational field is defined as the force of gravity at a given point divided by the mass of an object at that point. Both g and Fg have arrows above them, denoting their vector nature. The source mass M is now capitalized. The r at the end of the rightmost two formulas has a carat (^) above it, which means that it is a unit vector in the direction from the source point of the mass M. Since the vector points away from the source while the force (and field) are directed toward the source, a negative is introduced to make the vectors point in the correct direction. This equation depicts a vector field around M which is always directed toward it, with a value equal to an objects gravitational acceleration within the field. The units of the gravitational field are m/s2. Gravity Index Newtons Law of GravityGravitational FieldsGravitational Potential EnergyGravity, Quantum Physics, General Relativity When an object moves in a gravitational field, work must be done to get it from one place to another (starting point 1 to endpoint 2). Using calculus, we take the integral of the force from the starting position to the end position. Since the gravitational constants and the masses remain constant, the integral turns out to be just the integral of 1 / r2 multiplied by the constants. We define the gravitational potential energy, U, such that W  U1 - U2. This yields the equation to the right, for the Earth (with mass mE. In some other gravitational field, mE would be replaced with the appropriate mass, of course. Gravitational Potential Energy on Earth On the Earth, since we know the quantities involved, the gravitational potential energy U can be reduced to an equation in terms of the mass m of an object, the acceleration of gravity (g 9.8 m/s), and the distance y above the coordinate origin (generally the ground in a gravity problem). This simplified equation yields gravitational potential energy of: U  mgy There are some other details of applying gravity on the Earth, but this is the relevant fact with regards to gravitational potential energy. Notice that if r gets bigger (an object goes higher), the gravitational potential energy increases (or becomes less negative). If the object moves lower, it gets closer to the Earth, so the gravitational potential energy decreases (becomes more negative). At an infinite difference, the gravitational potential energy goes to zero. In general, we really only care about the difference in the potential energy when an object moves in the gravitational field, so this negative value isnt a concern. This formula is applied in energy calculations within a gravitational field. As a form of energy, gravitational potential energy is subject to the law of conservation of energy. Gravity Index: Newtons Law of GravityGravitational FieldsGravitational Potential EnergyGravity, Quantum Physics, General Relativity Gravity  General Relativity When Newton presented his theory of gravity, he had no mechanism for how the force worked. Objects drew each other across giant gulfs of empty space, which seemed to go against everything that scientists would expect. It would be over two centuries before a theoretical framework would adequately explain why Newtons theory actually worked. In his Theory of General Relativity, Albert Einstein explained gravitation as the curvature of spacetime around any mass. Objects with greater mass caused greater curvature, and thus exhibited greater gravitational pull. This has been supported by research that has shown light actually curves around massive objects such as the sun, which would be predicted by the theory since space itself curves at that point and light will follow the simplest path through space. Theres greater detail to the theory, but thats the major point. Quantum Gravity Current efforts in quantum physics are attempting to unify all of the fundamental forces of physics into one unified force which manifests in different ways. So far, gravity is proving the greatest hurdle to incorporate into the unified theory. Such a theory of quantum gravity would finally unify general relativity with quantum mechanics into a single, seamless and elegant view that all of nature functions under one fundamental type of particle interaction. In the field of quantum gravity, it is theorized that there exists a virtual particle called a graviton that mediates the gravitational force because that is how the other three fundamental forces operate (or one force, since they have been, essentially, unified together already). The graviton has not, however, been experimentally observed. Applications of Gravity This article has addressed the fundamental principles of gravity. Incorporating gravity into kinematics and mechanics calculations is pretty easy, once you understand how to interpret gravity on the surface of the Earth. Newtons major goal was to explain planetary motion. As mentioned earlier, Johannes Kepler had devised three laws of planetary motion without the use of Newtons law of gravity. They are, it turns out, fully consistent and one can prove all of Keplers Laws by applying Newtons theory of universal gravitation.
Friday, November 22, 2019
Gogatsu byou May Sickness
Gogatsu byou May Sickness After Golden Week (a succession of holidays) is over, a symptom called, Gogatsu byou occurs to some Japanese people. Gogatsu means May and byou means sickness. It is a depression that affects some new students or employees during the first few months of their new life (the Japanese school year starts in April). It is not a medical term and is usually diagnosed as an adjustment disorder. It is always hard to get back to a regular routine after a nice long vacation. Japanese Translation ä ºâ€Ã¦Å"ˆçâ€"… ã‚ ´Ã£Æ' ¼Ã£Æ' «Ã£Æ'‡ãÆ' ³Ã£â€š ¦Ã£â€š £Ã£Æ' ¼Ã£â€š ¯Ã£ Å'ç µâ€šÃ£â€š 㠣ã Ÿã ‚㠨ã ら㠄㠫ã€ ä ºâ€Ã¦Å"ˆçâ€"…㠨ã „ã †çâ€"‡çŠ¶Ã£ «Ã£ ‹ã ‹ã‚‹ä º ºÃ£ Å'㠄㠾㠙。æâ€" °Ã£ â€"ã „çâ€Å¸Ã¦ ´ »Ã£â€šâ€™Ã¥ §â€¹Ã£â€š ã ŸãÆ' ¶Ã¦Å"ˆã ®Ã©â€"“㠫〠æâ€" °Ã¥â€¦ ¥Ã§â€Å¸Ã£â€šâ€žÃ¦â€" °Ã¥â€¦ ¥Ã§ ¤ ¾Ã¥â€œ ¡Ã£ «Ã£ ¿Ã£â€šâ€°Ã£â€šÅ'る㠆㠤çâ€"…㠮よ㠆㠪も㠮㠧㠙。(æâ€" ¥Ã¦Å" ¬Ã£ ®Ã¥ ¦Ã¥ ¹ ´Ã¥ º ¦Ã£ ¯Ã¥â€ºâ€ºÃ¦Å"ˆã «Ã¥ §â€¹Ã£ ¾Ã£â€šÅ 㠾㠙。) ä ºâ€Ã¦Å"ˆçâ€"…㠯åÅ' »Ã¥ ¦Ã§Å¡â€žÃ£ ªÃ¥ ç § °Ã£ §Ã£ ¯Ã£ ªÃ£ ã€ é ©Ã¥ ¿Å"éšÅ"Ã¥ ® ³Ã£ ¨Ã¨ ¨ ºÃ¦â€" ã •ã‚Å'る㠓㠨ã Å'Ã¥ ¤Å¡Ã£ „㠧ã ™ã€‚å ¹ ¸Ã£ „㠪ã “㠨㠫〠æâ€" ¥Ã¦Å" ¬Ã£ §Ã§ § 㠯ä ºâ€Ã¦Å"ˆçâ€"…㠫㠋㠋㠣ã Ÿã “㠨à £ ¯Ã£ ‚り㠾㠛んã Å'ã€ æ ¥ ½Ã£ â€"ã „é• ·Ã£ „ä ¼â€˜Ã£ ¿Ã£ ®Ã£ ‚㠨〠æâ€" ¥Ã¥ ¸ ¸Ã§â€Å¸Ã¦ ´ »Ã£ «Ã¦Ë† »Ã£â€šâ€¹Ã£ ®Ã£ ¯Ã¥ ¤ §Ã¥ ¤â€°Ã£ ªÃ£â€šâ€šÃ£ ®Ã£ §Ã£ ™ã‚ˆã 。 Romaji Translation Gooruden wiiku ga owatta ato gurai ni, gogatsu byou to iu shoujou ni kakaru hito ga imasu. Atarashii seikatsu o hajimeta ni, san kagetsu no aida ni, shinnyuusei ya shinnyuushain ni mirareru utsubyou no youna mono desu. (Nihon no gakunendo wa shigatsu ni hajimarimasu.) Gogatsu byou wa igakutekina meishou dewa naku, tekiou shougai to shindan sareru koto ga ooi desu. Saiwaina koto ni, nihon de watashi wa gogatsu byou ni kakatta koto wa arimasen ga, tanoshii nagai yasumi no ato, nichijou seikatsu ni modoru nowa taihenna mono desu yo ne. Note: The translation is not always literal. Beginners Phrase It is always hard to get back to a regular routine after a nice long vacation. Tanoshii nagai yasumi no ato, nichijou seikatsu ni modoru nowa taihenna mono desu.㠟㠮ã â€"ã „ 㠪ã Å'ã „ や㠙㠿㠮ã ‚㠨〠㠫㠡㠘ょ㠆ã ݋ „㠋㠤ã « も㠩る㠮ã ¯ 㠟㠄㠸ん㠪も㠮㠧ã ™ã€‚æ ¥ ½Ã£ â€"ã „é• ·Ã£ „ä ¼â€˜Ã£ ¿Ã£ ®Ã£ ‚㠨〠æâ€" ¥Ã¥ ¸ ¸Ã§â€Å¸Ã¦ ´ »Ã£ «Ã¦Ë† »Ã£â€šâ€¹Ã£ ®Ã£ ¯Ã¥ ¤ §Ã¥ ¤â€°Ã£ ªÃ£â€šâ€šÃ£ ®Ã£ §Ã£ ™ã€‚
Thursday, November 21, 2019
Polycystic Ovary Syndrome Essay Example | Topics and Well Written Essays - 500 words
Polycystic Ovary Syndrome - Essay Example According to D'Amico and Barbarito (2012), health history is a way of obtaining information about patients’ health based on their own words and perceptions. P.W’s case requires a health history assessment that would help in evaluating the cause of her health condition. In evaluating her health history, interviewing her about the family’s past and present health history would help to understand the nature of her condition and diagnose effective lifestyle measures. In addition, the physical examination would help in studying underlying physical symptoms presented by the patient and enhance accurate diagnosis (Brashers, 2006). According to D'Amico and Barbarito (2012), health history is a way of obtaining information about patients’ health based on their own words and perceptions. P.W’s case requires a health history assessment that would help in evaluating the cause of her health condition. In evaluating her health history, interviewing her about t he family’s past and present health history would help to understand the nature of her condition and diagnose effective lifestyle measures. In addition, the physical examination would help in studying underlying physical symptoms presented by the patient and enhance accurate diagnosis (Brashers, 2006). For effective diagnosis, I would:†¢ Ask P.W questions about her past health and take the history specifically for patterns associated with menstruation, obesity, breast development and hirsutism. †¢ Conduct a physical examination through inspection methods. This would involve conducting gynecologic ultrasonography that would help in identifying small ovarian follicles that disturb ovarian functions with failed ovulation. †¢ Measure blood pressure level, waist size, and body mass index. I would also inspect the skin for any increased hair growth. This would help in determining the effects on hormonal imbalances on hair growth or changes of the skin textur e. For P.W to manage her condition, I would recommend the following:†¢ Birth control pills would help in controlling menstrual cycles, clearing acne as well as reducing hormone levels.Â
Tuesday, November 19, 2019
Unit 6 Assignment Example | Topics and Well Written Essays - 500 words
Unit 6 - Assignment Example When looking at the Chapel from outside, you get a totally different impression due to the imposing defensive structure that causes some fear with its menacing ramparts and powerful walls. It looks like an old strongbox that is guarding a treasure. From the outside, it is massive and powerful while inside it is rich in unimaginable and extraordinary masterpieces. The creative force that brought all the beauty and fame is the supreme genius of Michelangelo and all the amazing work he was capable of doing to come up with this artistic miracle. Normally, all the artists of that time used to complete their artwork being assisted by their assistants. The master worked on the certain parts personally while he left the apprentices to do the minor details (Forty, 2014). It is not the case with Sistine Chapel since all the beauty is the complete work of one person. When closely looking at the Sistine Chapel, the viewer may relate the chapel to the Basilica of St. Peter that was designed by Mi chelangelo with help from other artists. The Basilica is the main point for the Vatican and maybe one of the great examples of Renaissance architecture. Sistine Chapel is built using the design of biblical building. Although it has been in existence for many years, it was restored under Pope Sixtus IV’s patronage. Its layout and dimensions are based on the biblical descriptions of Solomon’s Temple in the Old Testament. The Chapel does not have the processional front door, and it has no way from outside or inside unless you pass through Papal palace. The Chapel has been synonymous with the artwork done by Michelangelo, though he worked on the frescos only, but the rest of the Chapel was decorated by artists like Pietro Perugino, Sandro Botticelli, and Domenico Ghirlandaio (King, 2014). According to the movie ‘The Agony and the Ecstacy’, Rex Harrison and Charlton Heston maintained the myth that Michelangelo and his helpers
Saturday, November 16, 2019
Customer service in Halifax Essay Example for Free
Customer service in Halifax Essay Customer service Customer service is any part of the service that customers receive from the staff of the business. It is also a way in which the organisation deals with its customers. Businesses need their customers to buy their products or use their services in order to survive and make a profit. The way that they treat their customers is therefore very important. Many businesses have a policy of customer service, which involves putting the customer first in all situations. Customer service involves: * Making sure the product range is available to the customer * Making sure the product is safe and reliable * Providing information about products and being able to give advice * Making sure the product range can be delivered if necessary * Providing credit facilities where appropriate * Providing after sales service guarantees It should be the aim of every business to provide the highest level of customer service. There are laws, which provide protection to customers buying products. Businesses should know what their obligations are under these laws.it will help them maintain a high level of customer service. Why customer service is important in Halifax Customer service is important to Halifax because it brings in profit (the more customers the more the profit). The customers provide income to Halifax. Halifax does so much advertising and looses money but because it provides good customer service, the money lost is replaced. Customers are also a source of market research information Customers ensure the survival of the business Because of good customer service, Halifax spends less effort dealing with customer complaints. Customers are relined and refrained in Halifax because they are treated well and are made to feel good and safe with their money and properties. Halifaxs image is improved This is because everyone knows that it provides good customer service. My friend told me how good Halifax is and I was attracted to go and open up an account with them the next day. I also told my boyfriend about it that also went and opened up an account with them. To build customer loyalty All Halifaxs customers are loyal to it and they keep on using more of its services. They enjoy them. Increase competition It is only natural that where there is an attractive market, competitors will seek to obtain profitable businesses. The newcomer may sometimes even have an advantage due to the fact that he may have benefited from the experience of the long established supplier. As the newcomers start from scratch, they can use the latest equipment, techniques and systems and can select staff to fit the image they wish to create. Good customer service also gives Halifax a competitive advantage over other banks or building societies. Better informed customers Customers know a great deal more about Halifaxs services than they used to, partly because of the competition and partly due to the extensive studies conducted by consumer groups, and Halifax staff. A great deal of information is also available over the Internet. The emphasis put into competitive advertisements also makes customers more aware of the aspects they should examine. Halifax is a very good example where public pressure has forced regulations ensuring fuller disclosure of costs and more realistic estimates of benefits. Product similarity From the customers point of view, who I interviewed, it is difficult to distinguish many of Halifaxs services from those of their competitors. They often use the same services perform the same tasks in a very similar way. As an example, I could look at the personal computer industry, where a large number of computers can utilise the same software programs. One of the few ways Halifax can differentiate thereselfs from there competitors is by means the image for customer care that they build up and the reputation for customer support that they have earned over time. Rinsing demand for improved support With the choice of supply sources now available to Halifax customers they know that they are in a buyers market and they are therefore demanding improved support from the Halifax they have selected. In general it has been shown that with a higher living standard, customers are willing to pay for improved support. For instance customers in the past may have been willing to wait for a week or two for a telephone to be installed whereas now they expect it to be done in as many days. Life cycle costs As many products are technically more soficicated, customers have become more dependent on the continuing support from Halifax to keep their services in operation. They are increasingly looking at the life time costs and Halifaxs ability to support their services efficiently throughout the life of that service. When a customer buys a car for instance, he will want to know how good the maintenance service is what the costs are likely to be the fuel consumption and the resale value after a certain number of years. Training the frontline This is important because it means good customer service in Halifax in a way that when all staff are trained, there will be good communication between the staff hence providing good customer service. Training helps Halifax maintain good service in different departments. For example technology, promotional, health and safety, money wise. Managers in Halifax identify training needs for internal customers and provide suitable training events. Halifax is aware that well trained internal customer service provides good external customer service. Identification of the situations that require staff to have contact with customers A customer is a person who requires a product in exchange for money or who uses a service. Staff can have contact with customers through so many ways these are: By phone This is normally used when one of them (customer/staff) needs to ask a question and get a quick response.because both the staff and customers cannot see each other, it is unable to observe the other persons body language. Though this happens, customers are not left waiting. The member of staff says what he is doing and how long he will be. The customer is always being informed of the actions taken. Music is often played to customers kept waiting in order to give them something to do, i.e. listen to music. The staff make sure they do everything they can to make the customer feel valued. Through letters This is used when a permanent record is needed. Eg.where a letter head showing the Halifax logo adds credibility to the company. Sentences are always kept short in the letters. The subject is always introduced at the beginning of the letter so that the customers know what the letter is about. Through Internet This is used when you can not get someone on the phone. The email is given an effective tittle, which makes the reader want to open it. They are not typed in capitals because the reader may think that the member of staff is shouting. Face to face This is done when the customer is on the premises. Usually when delivering bad or good news. Also when a permanent record is not required. Or when documents have to be handed in for opening new accounts. Through fax This is used when speed is required and the information is not confidential. This applies to letters. Staff always contact customers about: * Details about the new extra services introduced * Their bank accounts * Their mortgages * Their complaints * Opening bank accounts * Overdrafts * Foreign exchange purchase transfer * Withdrawal or payment * New service products etc Ways in which Halifax meets the needs of its customers Halifax is a successful firm because it identifies who its customers are and what their needs are quickly. Needs of internal customers Needs of external customers Sick pay To make a purchase Holidays Need to obtain information about a product Pension Company cars To make a complaint Staffs discount To maintain ethical standards Working conditions e.g. Safe environment Specials needs like the deaf, blind, old, physically handicapped, or with children. Job security Food Decent wages or salary. Christmas presents and bonus/ end year party Staff facilities e.g. room, gyms, toilets. Training. Training of internal customers in all aspects of their jobs ensures that external customer needs are catered for, whereas good staff relations or industrial relations, effective communication and good company policies ensures the satisfaction of internal customer needs. Internal customers These are members of staff who rely on other members of staff to help them do their jobs properly. In Halifax, internal customers feedback is included in performance reviews. Halifax is now making input a formal part of a 360-degree feedback process, in which employees, peers and the manager all evaluate the performance of managers. In addition. Halifax talks to its internal customers during meetings and asks them about their needs and finds out how it can serve them better. Always giving you extra as long as the employees do it for their customers, theyll do it for the employees. Theyre looking to develop the best motivated and best rewarded team in the business, so the employees should expect plenty. Training, sales support, personal development, opportunity, great incentives you name it, Halifax goes that extra mile to make sure the employees have everything they need for a rewarding career. And that, of course, includes a benefits package they find hard to beat by anyone, anywhere. It covers everything theyd expect (good salary, generous holidays) and plenty that they wouldnt, such as bonuses and incentives, share schemes, discounted mortgages and plenty more all adding up to a total rewards package to match their total commitment. The following are part of Halifaxs human resource policies: Pay (plus bonuses) Generous Holiday Entitlement Shares Colleague Products Money Purchase Pension Life Assurance Flexible Working Flexible Benefits Recognition Our commitment Support when it counts Academy Pay (plus bonuses) Halifax starts by giving employees a highly attractive basic salary. They have bands, but theres a lot of flexibility. So theyll take into account the nature of the role, as well as the employees skills and experience. On top of this, everyone has the chance to earn more by putting in extra. So employees can earn a bonus for individual, team and company performance. Reach or exceed the employees targets for example, and the employees can expect to receive between 10% and 30% of salary extra! Nice. Generous Holiday Entitlement The employees receive between 22 and 30 days paid holiday a year, depending on their role and length of service. Shares Halifax group wants employees to share in their success (they like smiling people). They wont go into detail here, but there are various schemes where employees receive either shares or share options. Its hugely popular. Largely because it can be hugely profitable for Halifaxs colleagues. Colleague Products Halifax is the UKs number one for savings and mortgages, and have plenty of other products too, such as insurance and healthcare. All of which are available to employees at attractive, discounted rates. External customers These are individuals and business customers who buy or use the goods and services provided by an organisation. With staff who can speak a wider range of languages, Halifax and customer service has improved. They monitor holiday costs constantly to give customers a better deal. Plus, they can give customers a guaranteed minimum 5% discount on a wide range of brochure-priced holidays and charter flights! Halifax also meets its customers needs by giving eye contact, explaining transferred telephone calls to customers and colleagues, being genuine and sincere, knowing about their products or services, knowing about its policies, treating customers as individuals, and minimising queuing times. Home delivery For home delivery, orders placed in a branch or over the phone before 2.30pm Monday to Friday are usually delivered to the customers home address by 12 noon the next bank working day (excluding Saturdays). Orders placed on Saturday or Sunday are usually delivered by 12 noon the following Tuesday. All home deliveries are by Royal Mail Special Delivery. There is a charge of à ¯Ã‚ ¿Ã‚ ½5 for all home deliveries. Home delivery is not available for orders placed online. Always giving extra to customers with particular needs Halifax group is committed to providing all their customers with excellent service, whatever type of relationship they have with them. They do their outmost to help all customers with special needs. Their cash machines are generally installed at a lower level to make them easier to reach, and the newer machines have been adapted for the visually impaired to use. Halifax has around 800 branches in the UK, most, of which are open plan to make it easier for customers to find their way around. The majority have a reception desk, with seating provided. And their staff are always on hand to discuss specific needs or answer queries. Wheelchair users Getting in and out of Halifaxs branches is usually easy, with level or ramped access from pavements. And, wherever possible, doors are automatic. Call Assistance At some branches steps are unavoidable, so a Call Assistance bell system was installed, so that a member of staff can be called. Servicecall Some branches are fitted with the Servicecall system, so that customers with a Servicecall transmitter can alert staff of their arrival. Lifts Where branches have split-level banking halls, Halifax provides internal ramps or wheelchair lifts. Low-level counters and counter queuing rails Lower level writing surfaces are increasingly being provided at the counter. All branches have counter queuing rails, often with lower level writing surfaces. Other banking options To help make it easier for all their customers to manage their finances at their convenience, they offer a number ways to access Halifax as well as via other large network of branches across the country: Online Customers can apply for a Halifax Current Account online. Then once it is registered for telephone banking they can do their banking online via Halifaxs website 24 hours a day, seven days a week. Click www.halifax.co.uk for more details. They also offer a Share Dealing service online, and applications for other products such as Personal Loans, Credit Cards and Travel Insurance can be made via the web site. Telephone Halifax Direct is a 24-hour telephone Current Account service. Customers can use it for everything from checking their balance and ordering a statement to arranging an overdraft. Arrangements can also be made for customers to pay bills and transfer money to other Halifax accounts. All Halifax customers can telephone Halifax direct for other services, for example a Personal Loan or travel money. Customers who are hearing impaired, can contact Halifax Direct using textphone on 0845 732 3436 Contact Halifax They have undertaken an extensive disability awareness programme to help staff overcome the barriers which people who have a disability face. To help them continually improve their services, if you would like to make any comments about their site or the services they offer customers with disabilities, they request the customers to use this form. Philomena Gray, Disability Manager by e-mail: JayneO[emailprotected] or at:Halifax plc Trinity Road HALIFAX West Yorkshire HX1 2RG How Halifax deals with customers complaints Once Halifax is prepared for any potential problem a customer may have brought to them, their next step is to use the companys complaint system the company has in place for dealing with complaints. Halifax deals with complaints in many different ways. This can be done through: 1. The telephone 2. Face to face 3. In writing: typical written communications involve providing information on the services provided, prices of mortgages, statements of accounts and safety procedures. Because Halifax actively seeks and encourages complaints, they are able to understand and meet the needs of their customers. If a customer is dissatisfied and is unable to express that dissatisfaction, Halifax will never see that customer return. What is worse, the customer may also persuade potential customers not to stop within Halifax too. Customers with bad experiences were twice as likely to tell others about it as those with a positive story to recount. Customer complaints are viewed as opportunities to improve a service offered rather than problems ignored. The causes of the complaints are dealt with the and lessons learnt. Customers making complaints are seen as contributors to the process of improving customer services rather than awkward individuals who enjoy making life difficult for staff. By respecting customers and treating them accordingly Halifax is able to monitor and improve the quality of service offered. Many products arise because the law has been broken. There is a large number of laws that try to protect the customers. Halifax tries not to break the laws. The major consumers laws include; The descriptions Act 1978, which makes it illegal for Halifax as a business to give misleading descriptions of their services and products. The consumer safety Act 1978, which make sit illegal to sell goods, which may be harmful to customers. The consumer protection Act 1987, which makes it illegal, amongst other things, for a business to claim that its prices have been reduced when they have not. It also makes suppliers responsible for any injury that results from defective goods. The consumer credit Act 1974, which requires Halifax to have a specific licence because it offers credit otherwise they will be committing an offence. If the law has been broken, customers can take Halifax to court. This may cause the business money and give it a bad reputation. That is why they make sure that they do not break the law. Halifax also makes it certain that customers are happy with the services they provide. Details of all customers complaints are recorded. This is done so that there is a record of what action was taken in case the customer wishes to take the complaint further. Recording the data also allows staff and management to use it for capturing customer details. The nature of complaint and the service involved is recorded and quite often the name and address of the person complaining is recorded. Halifax has a special service desk for dealing with customer complaints, and also specially trained staff. When customers approach with a complaint Halifax staff make sure they: * Listen to them carefully * Reassure them that their complaint is being taken seriously * Decide on an appropriate action * Apologise if the business is responsible * Record the details of the complaint * Record the action taken Checking that customers complaint is valid Halifax wont take customers complaint seriously if its something, which is not their fault. For example, if your current account has no overdraft facility but you regularly overdraw the account, you cant really complain if Halifax charges you for doing so. If, however, charges on your account push the balance into the red, it should not charge you for being overdrawn. Halifax deals with complaints about something in relation to: * Customer expectations not met * Late delivery * Incorrect information * Waiting/queuing times * Attitude of staff * Faulty service products * Statement errors What happens next? If a customer complaint is something Halifax has the power to deal with, they will usually start by seeing if they can help the customer to resolve matters in an informal way. One of their staff (usually called a caseworker) will take a fresh look at the facts and let the customer know how they think the customer could reach the agreement. This approach is often called mediation. If a customer has a problem, Halifax can always help They aim to offer customers the best possible service, but there may be occasions when customers feel they have cause for complaint. If so, Halifax will always try to resolve the problem quickly and to your satisfaction. If the customer is unhappy with their response, he/she can take his complaint further through their complaints procedure outlined below. Following Halifaxs complaints procedure does not affect a customers legal rights. 1. Where the customer first makes his complaint Halifax aims to resolve customers concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, they will let the customer know within five working days who will reply. The people a customer first raise the matter with are often able to help, but there may be occasions when a specialist area needs to be involved. If the customer doesnt know who to contact, they can: * Call Customer Relations on 08457 25 35 19 * Textphone Customer Relations on 08456 00 17 50 (if you have a hearing impairment) * Write to them at: Halifax plc Halifax Customer Relations Trinity Road Halifax HX1 2RG They will then arrange for the right person to look into and respond to the customers concerns. 2. Customer Relations In the unlikely event that the customer remains unhappy, he /she can ask for his complaint to be referred to a Customer Relations manager for further review. If the customer is still not satisfied he can, at this stage, ask the Financial Ombudsman Service to help, or for service-related complaints about Halifax Estate Agencies Limited, the Ombudsman for Estate Agents The Halifax supports fully and is a member of both the Ombudsmen Schemes. These are impartial and conduct independent investigations. Ombudsmen addresses For most complaints about Halifax products and services customers can contact: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Phone: 08450 80 18 00 email: [emailprotected] Website: www.financial-ombudsman.org.uk For complaints about Halifax Estate Agencies Limited: The Ombudsman for Estate Agents Beckett House 4 Bridge Street SALISBURY SP1 2LX Phone: 01722 33 33 06 email: [emailprotected] Website: www.oea.co.uk Types of customer records Halifax uses Market research The final method of monitoring customer service satisfaction is through market research. Market research is a formalised method of obtained feedback and information from customers or potential customers about services that are available or soon to be made available. In Halifax, obtaining feedback from customers is essential in learning how to improve the service offered. The process helps Halifax to understand: * The nature of the service from the point of view of the customer. * What the customers are wanting. * What the customer thinks of the organisation. * What will make the customer feel valued? * What sort of initiatives the customers would appreciate. Halifax is able to show that business decisions are supported by information and evidence gained through research. Therefore through market research, Halifax is able to identify customers opinions about: * Interest rates charged. * New and existing services. * After sales service. * The quality of customer care provided by Halifax. Business decisions about these issues can then be made based upon the results of the research. Halifax sends out customer service questioners to 200,000 customers every six months, asking for their opinions on their branch. In addition, mystery shoppers posing as potential customers visit and phone the branches to ask for advice. Each quarter, every branch in Halifax network receives two visits and two phone calls from the mystery shopper, who then fills in the research form and marks the branch on factors such as courtesy, speed, and phone handling techniques. All the results are included into a customer service index for each Branch. The findings are also published internally or all to see, with awards for those branches with the best achievements. The market research I undertook about Halifax provided some interesting results. I decided to measure how much customer satisfaction dictated future buying intentions. The research divided the customers into one of three groups: * Those with problem that had been resolved * Those with a problem that had been recently dealt with * Those whose experience of the bank had only been positive As was predictable, the customers who remained dissatisfied were the ones least likely to buy any more of the building societys services. However, surprisingly, those customers whose problem had been dealt with quickly and efficiently were more likely to use Halifaxs services again in the future than customers who had never experienced a problem. 80% of the customers were happy and 20% were not happy. Among the unhappy customers some of them did not visit the branches often nor use Halifaxs machines. Customers responded positively to open, polite and helpful advice provided by Halifax, even if the outcome was not what the customer was seeking, e.g. applying bank charges. Findings similar to Halifax have emerged from other customer attitude surveys undertaken across a range of businesses. The results of my surveys indicate that by keeping the customers happy, the organisations will retain existing business and will increase future revenue from existing customers. It is essential that a manager act upon any feedback gained through market research. Customers who provide feedback through market research are usually given recognition by Halifax. I also found out that when Halifax do their market research through the surveys, they thank their customers for their time and effort. This is in the form of a card, letter, or telephone call. A number of methods are used by Halifax to find out what the customer thinks of and wants from the service. These include: * Postal questioners. * Personal interviews. * Telephone interviews. * Consumer panels. * Customer feedback forms. Complaints records In Halifax, recording customer complaints and implementing changes to ensure that the customer is not dissatisfied for the same reason again are ways to monitor customer satisfaction. Customers are provided with a system where they feel comfortable about recording a complaint. Only by doing so can Halifax ensure that they are fully meeting the needs of all their customers. When Halifax is dealing with customer complaints, they normally take the customers details. This normally helps them to be able to contact the customer when necessary and to know who they are dealing with. Customer Surveys Customer surveys are used to get inside the customers mind and learn what they are thinking about Halifax. Surveys can determine customer satisfaction, complaints, compliments and questions. Halifax likes to know what their customers are thinking because it helps them improve or tailor their services. Feedback can be a great source of information. Customer surveys can sometimes be a core competency of Halifax. Surveys can be administered online, in person or even via phone. Surveys should be constructed to pull the most valuable data from employees so that Halifax can later use that data for the betterment of the company. Savings and Debit cards When opening up savings or bank accounts, the staff records your personal details and keep them for further reference. At times this is used to contact customers to participate in surveys, to take advantage of new offers, etc. Internal Complaints When the employees make a complaint, Halifax also takes down their comments and again their details. Personnel records The personnel department keeps records of all employees on the payroll. This includes personal information (name, date of birth, address) as well as details of rates of pay, tax, and national insurance number. The records are confidential and should not be accessible to unauthorised personnel. These records are taken during recruitment. Recruiting When recruiting, managers take employees details for further reference. This helps them to know how much they deserve to be paid to know their retirement age, etc, which can be utilised by the firm to provide good internal customer service. The customer service provided in Halifax and improvements In Halifax, The desire to improve and be the best helps motivate staff by providing them with a challenge. It gives employees the opportunity to suggest ideas, use their initiative and participate in the development of the organisation. Excellent customer service provides a focus for all staff to work towards and results in increased job satisfaction for the employees, as well as increased customer satisfaction. Excellent standards in Halifaxs customer service can only be achieved by having a system that enables them to constantly review and improve the service offered. What is an acceptable standard for a customer today will not necessarily be an acceptable standard tomorrow. Constant improvement is essential. Because Halifax is an organisation seeking to improve the quality of customer service offered, it set quality service standards, which are: * Clearly explained * Realistic for employees * Easily measured Having clearly defined standards and a process to monitor those standards gives employees a goal to work towards. 1. Providing information Staff in Halifax provides customers with information, by letting them know what the business has to offer. The information provided is mostly through leaflets and focuses on: *Lost or stolen cards. * Mortgages * Bank Accounts *Loans * Savings and investments *Insurance * Share dealing. The problem to some members of staff is that they provide wrong information to customers. This happens when they are not sure of the answers to the questions being asked by the customers. Halifax improves this by re-training the staff who have the duty of dealing with customer enquiries. They also provide leaflets containing information of the services they offer. 2. Giving advice Customers often expect advice about the services they know little about Halifax. This is likely to happen with mortgages. When people want to open up accounts from Halifax they expect to receive clear instructions and advice on how to use and maintain them. When a business or an individual goes to the bank, they expect that the staff will know a great deal about banking and that sound advice will be given. But in some cases it does not happen. This is because the member of staff gives wrong advice about the service provided and sometimes it leads to the customer changing him/her mind about opening up an account with Halifax. For example when I wanted to open up an account with Halifax, I was told to bring both my parents passports back with me. I was really shocked by that and was wondering why every Bank does not ask for that. Anyway I suddenly gave up because the passports where with the home office. After three months, I called Halifaxs head office to ask them why I needed my parents passports to open up an account yet I had my own passport. The lady on the phone said that it is not right and I should go back to them and tell them that. I spoke to the manager and she said that it is all right for me to use my own passport since I am seventeen. This is why Halifax should train the members of staff going to give customers advice and ensure that they have good knowledge of the service product and procedures. Halifax gives advice on What is the suitable account, loan or action? What is the best mortgage? What is the cheapest way to pay for mortgage? How to use the accounts and cards. How to store and look after the cards. 3. Tailoring the service to what the customer wants Halifaxs staff ensure that customers get what they really want and are satisfied with the services. They know that is what will make them come back again. So staff work out very carefully what customers want and need. They know that customers want to be served quickly and efficiently but sometimes the queue is too long because some tills are not utilised. This really annoys the customers and makes them to leave and maybe pay the money to another account they have in a different bank. Halifax should improve this by letting another member of staff cover for the other if they have gone for their breaks and by making sure that any member of staff who is off sick is covered by using staff who do shift work. 4. Providing credit facilities Halifax accepts payment in a variety of ways for example cheques, cash, account transfers. This makes payment more convenient for customers. In the 1990s, Halifax has been facing a great deal of competition and one way of attracting customers is to offer better credit packages than competitors. Actual details of credit terms have therefore become highly variable and now Halifax is trying so hard to provide the best deal. Halifax is required by law to publish the APR and this does allow some basis for comparison. APR (Annual percentage rate of interest). This shows the actual rate of interest that borrowers must pay on average over the full period of the loan. But in some cases, some customers do not receive their interests which cause complaints and this results to the business loosing customers if the others hear about ones complaint. This is normally caused by errors on the computers, which they use to automatically offer interest to an account according to its type. So to improve this problem, Halifax management and staff should make sure that the machines are checked regularly to prevent unnecessary errors like that. 5. Credit They also offer credit cards to allow customers to buy goods and services and pay for them when they receive their statements from them, usually at the end of the month. When a customer uses a credit card to pay for an item the shop demands its claim for payment back to the Halifax that then pays the shop. Because Halifax must wait for payment from the customer, they usually charge the shop for the right to let customers use the credit card. This explains why the major supermarkets and a growing number of major stores are now offering their own credit cards. For some credit cards, a high rate is charged which makes Halifax lose its customers. They have improved this by putting the rates at a lower charge in order to attract more customers. 6. Administration This is the management of services that help to support the smooth running of department. Every department in Halifax carries it out. These general administration functions might include; 7. Reception This includes greeting people visiting a specific branch, dealing with their enquiries, and taking outside phone calls and connecting customers to right departments. It is also known as the customer service department. When customers come in the branch to make enquiries, in most circumstances there is a long queue. This really annoys customers in that they will complain and give pressure to the member of staff attending to them which will lead to her making mistakes and giving wrong or incomplete information to the customer she is serving. This can be improved by letting the members of staff who are available (not doing any work at that moment) to help out on the reception. This helps Halifax to deal with customers courteously and promptly. 8. Security Ensuring the security of the building property and staff. If there is no security in Halifax, peoples money will not be safe hence loosing customers because all they want is security and trust from the building society. To improve this, CCTVs are installed in the building to keep track of all that is going on in the premises. Most people who come into the Halifax and find it untidy and dirty get the wrong impression and neglect opening up accounts with them. This has been improved by arranging for outside contractors to clean the building, and cater for staff. The clerical work of making records managing records, filling, photocopying. Organising meetings, keeping minutes. Ensuring that internal communications (within the department) operate smoothing. Ensuring the department staffs arrive on time, have the facilities they need and have been paid. Each department will operate in a slightly different way, so it is highly that different departments will have some administrative tasks that are unique to that department, e.g. The human resources department will have to ensure that it has a complete and accurate database of all employees, with contact addresses and telephone numbers. 9. Providing an efficient service This is done when keeping appointments, Replying to enquiries within the shortest time possible, Fast, efficient and friendly service, helping and assisting the customer, answering all telephone calls within five seconds and following the basic principles when communicating with customers on the telephone. Sometimes all this is not done by the employees. They become rude to the customers and act like they have been forced to do their work. They do this by being very slow when serving on the checkouts and not speaking loudly and clearly on the phone. 10. Ensuring that replies to requests for information are with the customer within a reasonable period of time e.g. three days. Documentation is always up to date and accurate. Letters are addressed personally, well typed and without spelling errors. 11. Dealing with customer complaints Sometimes customers complaints are ignored or forgotten about because the member of staff has too much work to do which makes the customers loose interest in Halifax. This can be improved by setting up a Procedure for dealing with customer complaints and problems and since sometimes the procedure is not followed, they should improve this more by establishing a customer service department in each store, appointing a member of staff to be in charge of customer services, Communicating effectively with customers and ensuring that customer complaints are dealt with to the satisfaction of the customer. 12. Reliable systems, facilities and procedures Sometimes when customers come into a Halifax branch to open up an account, they find that the phone or computer does not work. This annoys them and either walk out or complain to the staff, which will disorganise the other services. That is if the customer makes a scene. This is improved up setting up quick and efficient technology with good backup, making sure that customer facilities are kept in good working order, by understanding of procedures by all employees The financial sector is a fast moving and rapidly changing environment. Many of these organisations rely on call centres to handle the huge numbers of enquiries received. Unfortunately high staff turnover is a major problem within many branches, so recruitment of the right candidates as quickly as possible is essential. Recognising the need to make quick recruitment decisions, that are valid, objective and more cost effective, Halifax Plc developed a new recruitment process, which met their criteria. Some years ago the Halifax implemented a competency-based application form, using job relevant competencies that are scored through a standardised procedure, and found they could make initial selection decisions quickly, confidently and objectively. For this project the Halifax saw the need to review their competencies in the light of organisational changes. They reviewed their initial selection process, to ensure that the competencies to be used were still appropriate given organisational changes, and the increased organisational emphasis was on business related competencies. The first stage involved reviewing a number of job roles to identify the key job tasks. The results from this early stage were used to develop a telephone checklist. The checklist is used as an initial sifting mechanism, aimed at ensuring that applicants are aware of job demands before they are sent the application form, thus reducing the administrative burden. Before the final structured application form was written a concurrent validation was conducted on a trial group of current job incumbents to identify the key competencies. It was found that specific competencies from the application form correlated highly with managers ratings of performance, additionally these competencies also correlated highly with the Customer Contact ability test scores of job incumbents. This suggested that people with higher scores on the competency based questionnaire and the ability tests are far more likely to perform better in the job than those applicants who perform poorly on the competency based application form. The Halifax is just one example of where Structured Application Forms have been used successfully. 12. Employee feedback system An employee feedback system is a structured approach to recording employees views and suggestions about the service provided and ways in which to improve that service. In Halifax, employees deal with the customers daily and therefore are able to provide useful advice and information to the employer about the views of customers and whether the service provided meets the needs of the customers. Very often, the employees can make valuable suggestions about how to improve the quality of service offered. 14. Quality review system This is a structured system in Halifax that enables an employer to determine the quality of service being offered to customers and the response of customers to that service. A check sheet or rating form can be used to identify the key areas to be audited. The manager will use the form to review at regular intervals the standard of service provided and customers responses against the criteria. An employer quality review system involves the manager being out where the customers are and seeing the activities taking place. The system involves the manager observing, examining and evaluating the quality of service offered by different employees in different sections or departments. The manager also listens carefully to customers questions, because the issues raised forms part of the evaluation of customer service. A description of any legal constraints affecting the customer service situation There are five main Acts of parliament Halifax knows and they understand the rights they should give to buyers. Most of these Acts are joined towards firms that sell products rather than service products. The sale of goods Act 1979 and 1995 One of the most important Acts today is the sale of goods Act 1979. It covers the fundamental requirements of purchasers, i.e. that goods must be: * As described which means that they should conform their description for example water proof must mean that the items do not leak. * Of satisfactory quality in relation to the price paid, the description, age of the item. * Fit for the purpose for which they are intended which means that goods must carry out the purpose they are made for, i.e. a pen must make a clear legible mark. * The goods must be for a specific purpose the buyer has made clear to the seller at the time of the sale. The supply of goods and services Act 1982 The service standards are affected by this Act. It states that all services should be carried out: * For a reasonable charge * Within a reasonable time * With reasonable care and skill * Using satisfactory materials The consumer protection Act 1987 This Act relates to price and safety. The consumer protection Act is enforced by Trading Standards Officers. It is also an offence not to cooperate with Trading Standards Officers during any investigation. Under the Act it is an offence: * To mislead consumers as to the price of goods, services, accommodation or facilities (e.g. by missing out the VAT when quoting the price) * To mislead consumers over sale prices and claim exaggerated price reductions * To supply goods which are not reasonably safe. The trade description Act 1968 This Act is designed to prevent the false or misleading description of goods, e.g.: * Selling goods, which are wrongly described by the manufacturer. * Implied descriptions, e.g. a picture on a box, which gives a false impression. * Other aspects of the goods, including quantity, size, composition, method of manufacture etc. Usually the spoken word of the seller overrides the written description of the goods as the buyer can rely on the expertise of the salesperson. However, this is obviously harder to prove if there is dispute. The consumer credit Act 1974 This is more applicable to Halifax and requires all businesses, which offer credit to have a specific licence otherwise they will be committing an offence. The Act provides for: * Customers who sign credit agreement in their own home to be allowed a cooling off period of five days. During this period the customer can change her mind or cancel the agreement without any penalties. * Customers to demand within 28 days that retailers provide details of the name and address of any credit reference agencies, which have been used to ascertain their credit worthiness. It is an offence for a retailer not to do this. * The credit reference agency to provide full details to the customer if the request is made in writing, and small administration fee is paid. Any incorrect information must be corrected if further information is provided by the customer. * Advertisements offering credit must include the title charge for credit and the APR (annual percentage rate of charge). The Act also restricts the way in which advertisements are worded and the prominence of financial information relating to charges. * Sellers must provide written details of credit terms if requested by the customer in writing or orally, either in person or on the telephone, unless such a quotation has already been provided. The Health and Safety at Work Act 1978 Not only do employees have a right to expect employers to provide a safe, working environment, they also have a responsibility to ensure the Health and Safety for existing and potential customers. The Health and Safety at Work Act requires employees to: * Take reasonable care for the Health and Safety of themselves and others who may be affected by what they do and what they fail to do. * Cooperate with employers in fulfilling their duties for Health and Safety. Employees who fail to comply with health and safety regulations may be prosecuted. The requirements basically mean that employees must not act recklessly at work. They must follow safety procedures. They must take reasonable care in carrying out their duties and employers should fulfil their obligation as prescribed in the Health and Safety at Work Act. The sex discrimination Act 1975 This Act makes it illegal for anyone to be discriminated against on grounds of gender either directly or indirectly. Even if this is done unintentionally, the organisation is still guilty. So Halifax has to comply with the provisions of this Act. Race relations Act The race relation Act is very similar to the sex discrimination Act. It makes it illegal to discriminate in the work place on the grounds of race, colour, nationality or ethnic origin. Disability discrimination Act Under this Act it is illegal to discriminate against a disabled person in the recruitment and selection process, the contract of employment and the conditions of pay, provisions of training and promotion opportunities, treatment with the workplace. Halifax is expected by law to comply with the provisions of the various Acts. The Health and safety Act 1978 affects both the internal and external customers. Implications of not complying with the provisions of the consumer laws or legal requirement are: * Costs: legal costs of going to court and compensation. * Bad reputation: Negative / Bad publicity hence loss of customers leading to the company collapsing. The roles of the employees in providing good customer service Internal customers Halifax has so many different branches throughout the UK. All of these are internal customers to the regional or head office. Staff working for Halifax are the internal customers. Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do. Recruiting the right people Recruiting the right staff is a crucial component of creating the workforce profile Halifax needs to achieve its organisational objectives and they take careful planning and consideration to recruit successfully. While Halifax wants staff who can do the job theyre offering and who are interested in it, the crucial factor in choosing the right team is personality. The managers can teach them the job, but they cant teach them how to be the right person! Because managers are responsible for recruitment and selection decisions in Halifax, they are aware that hiring or losing staff can be costly, especially if they get it wrong. Smart appearance of all staff Customers will often assess the quality of Halifax by the appearance of the staff. This has been improved by providing them with uniforms which all of them have to wear and this helps the customers to recognise the members of staff easily. Politeness When employees understand and feel a part of the larger picture they provide better customer service because they feel better about their roles and understand the critical nature of their jobs to the overall success of Halifax. A positive and helpful attitude goes a long way toward having satisfied customers, and is important for a positive environment with co-workers. Employees in Halifax know that they should always be polite to customers and be very helpful. Arriving at work on time Employees make sure that they arrive at work on time because they know that if this is not done, they will lose customers hence loosing profits for they company. When they arrive on time, the branch is also opened on time. Teamwork Teamwork is an important part of building a quality Halifax. Having Halifax work like a team involves getting all of the team members to work together towards one common goal. Teamwork through employee training programs can help Halifax team achieve that goal. Teamwork helps the staff first identify the goal it is working towards, whether thats increasing sales or improving customer service. Once the goals are identified, then they can work on whatever issues may be currently preventing them from achieving those goals. After those issues are addressed, the employees can more effectively work together as a team. Team works can build communication skills and employee motivation. Both of these items contribute to a more successful team and organisation. A successful organisation means more profits, happier employees, and fewer turnovers. The results from a team building exercise can actually help Halifax perform better as a whole. Halifax can benefit by taking time and resources to help their employees achieve their goals by putting them in training program and giving them skills they didnt know they needed. Teamwork is part of an employee development program that can really benefit Halifax. Health and Safety Health and Safety policies are integral in Halifax business operation. They ensure that the law making employers responsible for the health, safety and welfare of all employees at work is followed. They also help employees to understand and accept their responsibility for their personal behaviour at work as it affects their own, and others health and safety. Good Health and Safety procedures ultimately save money and prevent lost time through injury and illness. Because Halifax has more than five employees, they have a written Health and Safety Policy and bring a published Statement to all employees attention. Employees are informed that behaviour against the Health and Safety policy is a disciplinary offence. Part of the Health and Safety procedure is to notify the appropriate enforcing authority for registration, at least one month before servicing starts. Authorities are: * Health and Safety Executive This body, besides providing information for businesses, ensure that Halifax meets the regulated standards for: * Escape routes * Storage of materials * Ventilation * Lighting * Hygiene Carrying out their duties All employees make sure that they carry out their specific duties. Managers should be able to carry out their duties by making sure that employees are happy. They can do this by: Motivation Halifax cannot succeed if their employees are motivated to do a good job. You can motivate employees in any type of work environment. Employee motivation is one of the many keys to Halifaxs success. Employee motivation can be achieved through a variety of ways. Employee training programs can be administered on a regular basis. Making an employee feel like they are an important part of Halifax also increases motivation. Appraisals In Halifax, members of staff are interviewed on a regular basis by their line manager and assessed on their performance. It is also an opportunity to discuss any problems and to determine any training and/ or training needs. Performance may be related to pay or bonuses. Care should be taken not present staff appraisal as a hostile or intimidating ordeal. Praise Managers make sure that they praise their staff when they have done well. This makes them happy and also do their job better because they know that their bosses appreciate. Training Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do. In Halifax, it is not always possible to find someone who is perfectly suited to a job, with all the necessary skills and experience. They are likely to need some training. This is made even more likely by the fact that as working conditions change, due to new technology, reorganisation, expansion and so on, staff will need training to be able to meet the new challenges. Managers may also provide staff development to enable them to broaden their existing abilities and experiences and to help them achieve their potential for Halifax building society. Finally, motivated staff, teamwork, etc, ensures that employees are committed to their work. Commitment from and carrying out duties and responsibilities by all employees are the prerequisite for good customer service. Good customer service requires input from all employees, and not to be the duty of frontline staff alone.
Thursday, November 14, 2019
Brain Damage from the Perspective of a Spouse Essay -- Neurology Disab
Brain Damage from the Perspective of a Spouse Depending on which area of the hypothalamus is damaged, the biological and behavioral effects differ. For example, if one were to damage the preoptic area of the hypothalamus, one would experience a â€Å"deficit in physiological mechanisms of temperature regulation,†(Kalat, 2004). From the perspective of the spouse, the subject might complain of being perpetually hot or cold regardless of environmental temperature. Sleeping in the same bed with the subject could cause problems, as they might need several blankets and/or none at all. In addition, the need to carry warm clothing on warm day might be necessary, and/or shorts or t-shirts on a cold day. Damage to the â€Å"medial preoptic area/anterior hypothalamus (MPAH) or a subthalamic region that includes the caudal zona incerta,†(Maillard-Gutekunst, et. al., 1994) has been show to â€Å"eliminate mating†in rats. In other words, from the spousal perspective, damage to this area might cause a lowering – if not complete annihilation – of the subject’s sex drive. When the lateral preoptic area of the brain has a lesion, osmotic thirst, â€Å"the thirst that results from an increase in the concentration of solutes in the body,†(Kalat, 2004) is decreased. This is thought to be partly a result of cell damage and â€Å"partly to interruption of passing axons,†(Kalat, 2004). A spouse might notice that the subject drinks less, unless regularly reminded to do so. They might also hear the subject complain of highly concentrated urine and a burning sensation accompanying urination. They should also be alert to any signs of dehydration, â€Å"the physiological state in which cells lose water and metabolic ... ...d.). Belmont, CA: Wadsworth/Thomson Learning. Kalat, J.W. (2004). Biological psychology (8th ed.). Belmont, CA: Wadsworth/Thomson Learning. Maillard-Gutenkunst, C.A., & Edwards, D.A. (1994). Preoptic and subthalamic connections with the caudal brainstem are important for copulation in the male rat. Behavioral Neuroscience, 108 (4), 758-66. Semrud-Clikeman, M. (2001). Traumatic brain injury in children and adolescents. New York: Guilford Press. Women’s Health Law Weekly (2005, February 27). U.S. Food & Drug Administration; new findings in the area of endocrinology described. Retrieved April 29, 2005 from the World Wide Web: http://web.lexis- nexis.com/universe/document?_m=b7dcfb788384d6f8dfb1153c7b7444ed www.uni.edu/walsh. Biological psychology. Retrieved April 29, 2005 from the World Wide Web: http://www.uni.edu/walsh/biolec.htm
Monday, November 11, 2019
AS/RS and conveyors
Racks are â€Å"flow-through†racks In which the unit load Is stored from one side of the rack by a dedicated SIR machine, and Is retrieved by another machine from the pick did of the rack. 3. Monomial AS/RSI: is a system designed to handle small loads that are contained in bins or drawers in the storage system. A. Generally smaller than a unit load AS/RSI and is often enclosed for security of the items stored. B. Uses special SIR machines to retrieve and transport the bins to the P&D station at the end of the aisle in order to be able to withdraw individual items from the bin. C.P&D station is manually operated by a worker. D. The bin or drawer must then be returned to its location in the system. 4. Man-on-board AS/RSI: this system is dedicated for retrieving single items from outrage. A. Human worker drives a carriage of the SIR machine. B. Permits individual item that he picked directly at their storage locations. 5. Automated item retrieval system: a storage systems design ed for retrieval of individual items or small product cartons. A. Items are stored in lanes. B. In retrieval process item is pushed from its lane and dropped onto a conveyor for delivery to the pickup station. . The supply of items in each lane is periodically replenished, allowing first-in. First-out Inventory rotation 6. Vertical' lift storage modules (EVILS): These are also called vertical lift automated outrage/retrieval systems. A. Uses a center aisle or more. B. Capable of holding large Inventories while saving valuable floor space In the factory. Three application areas can be distinguished for automated storage/retrieval systems: 1 . Unit load storage and handling. Commonly found in: Warehousing for finished goods. Manufacturing facilities e. G. Deep-lane systems are mostly used in food industry. 2.Order picking. As order picking involves retrieving materials in less than full unit load quantities, monomial, man-an-board, and item retrieval systems are used for this applicat ion area. 3. Work-in-process storage systems. It's a new application recently developed of automated storage technology. The following ways are ways to manage unavoidable WIPE: a. Buffer storage in production. Used between two processes which production rates differ significantly. An in-process buffer is needed between these operations to temporarily store the output of the first process as the input for the second process. . Support of Just-in-time delivery. Just-in-time TIT) is a manufacturing strategy that follows the pull strategy in which parts required in production are received immediately prior they are needed in the plant. As this strategy is very risky in terms f stock outs that occurs due to late supplier deliveries, usually plants install automated storage systems as storage buffers for incoming materials. C. Kitting of parts for assembly. When an order is received, the required components are retrieved, collected into kits, and delivered to the production floor for asse mbly. . Compatible with automatic identification systems. Uses automatic identification devices; bar code readers which allows loads to be stored and retrieved without human interaction to identify the loads. E. Computer control and tracking of materials. Used to identify the location and tutus of work-in-process in the facility. F. Support of factory wide automation. Part 2: Prepare a report about manual and automated conveyors. CONVEYOR SYSTEMS Conveyors are used when material must be moved in relatively large quantities between specific locations over a fixed path.Conveyors divided into two basic categories: 1 . Powered conveyors The power mechanism is contained in the fixed path, using chains, belts, rotating rolls, or other devices to force loads along the path. They are usually used in automated material transport systems in manufacturing plants, warehouses, and distribution centers. 2. Non-powered conveyors. Tat or by using gravity from one height to a lower height. Types of Conveyors 1. Roller and Skate Wheel Conveyors. Roller conveyor: The pathway consists of a series of rollers that are perpendicular to the direction of travel.The fixed frame contains rollers that lifts the pathway above floor level from several inches to several feet. Flat pallets carrying unit loads are moved forward as the roller rotate. Applications: manufacturing, assembly, and packaging. Skate-wheel conveyors are similar to roller conveyors but skate wheels rotating on shaft connected to a frame to roll pallets along the path way instead of rollers. Applications of skate wheel conveyors are similar to those of roller conveyors, except that the loads must generally be lighter. 2.Belt Conveyors. Belt conveyors consist of a continuous loop: Half its length is used for delivering materials, and the other half is the return run. Belt conveyors are typically available in two types; Flat belts for pallets, individual parts, or even certain types of bulk materials; Thorough belts for b ulk materials. Conveyors Driven by Chains and Cables. Uses chains that forms endless loop on which loads are carried directly. The loop forms a straight line with a pulley at each end. This is usually in an over-and-under configuration.These conveyors are categorized as the following: 1. Chain: a. Used to transport heavy unit loads. B. Parallel chain configuration used to transport pallets. 2. Slat conveyor: a) Uses discretely spaced slats connected to a chain b) Unit being transported retains its position c) Orientation and placement of the load is controlled d) Used for heavy loads or loads that might damage a belt e) Bottling and canning plants use flat chain or slat conveyors because of wet conditions, temperature, and cleanliness requirements f) Tilt slat conveyor used for serration 3.In floor towline conveyors: . Uses towline to provide power to wheeled carriers such as trucks, dollies, or carts that move along the floor b. Used for fixed-path travel of carriers (each of which has variable path capabilities when disengaged from the towline) c. Towline can be located either overhead, flush with the floor, or in the floor a. Uses a series of trolleys supported from or within an overhead track b. Trolleys are equally spaced in a closed loop path and are suspended from a chain c.Carriers are used to carry multiple units of product d. Does not provide for accumulation e. Commonly used in processing, assembly, packaging, and storage operations 5. A power-and-free overhead trolley conveyor: a. Similar to trolley conveyor due to use of discretely spaced carriers transported by an overhead chain; however, the power-and-free conveyor uses two tracks: one powered and the other non-powered. B. Carriers can be disengaged from the power chain and accumulated or switched onto spurs c.Termed an Inverted Power-and- Free Conveyor when tracks are located on the floor 6. Cart-on-track conveyors: a. Used to transport carts along a track b. Carts are transported by a rotating tube c. Connected to each cart is a drive wheel that rests on the tube and that is used to array the speed of the cart (by varying the angle of contact between the drive wheel and the tube) d. Carts are independently controlled e. Accumulation can be achieved by maintaining the drive wheel parallel to the tube 7.Screw conveyors: a. Consists of a tube or U-shaped stationary trough through which a shaft-mounted helix revolves to push loose material forward in a horizontal or inclined direction b. One of the most widely used conveyors in the processing industry c. Many applications in agricultural and chemical processing 8. Vibration-based conveyors: a. Consists of a trough, bed, or tube b. Vibrates at a relatively high frequency and small amplitude in order to convey individual units of products or bulk material c.Can be used to convey almost all granular, free-flowing materials 9. Vertical lift conveyors: is a power-based conveyer that moves products automatically from one level to another. A. Carrier used to raise or lower a load to different levels of a facility (e. G. , different floors and/or mezzanines) b. Differs from a freight elevator in that it is not designed or certified to carry people c. Can be manually or automatically loaded and/or controlled and can interface with horizontal conveyors
Saturday, November 9, 2019
Golden Ass Book Review
Apuleius. The Golden Ass. Translated by Joel C. Relihan. Indianapolis/Cambridge: Hackett Publishing Company Inc, 2007. Acknowledgements. Introduction. Maps. Index. Pp. xlv, 254. Apuleius’ The Golden Ass describes the trials and tribulations of Lucius, a privileged man who’s extreme curiosity leads to his unfortunate transformation into an ass. His journey as an ass leads to a newfound perspective, enlightenment, and eventual salvation. Relihan’s translation is vividly descriptive and allows the modern reader to relate to the tale. Although extremely complex and vulgar at times, The Golden Ass is an entertaining, humorous, and inspiring story which provides valuable insight into ancient Greco-Roman society. The Golden Ass consists of many stories which are all interconnected. Apuleius weaves folk tales and myths into the main story of Lucius, which draw parallels to the main theme of The Golden Ass. The reader must pay close attention to such tales, particularly that of Cupid and Psyche, as they are important in understanding Lucius’ redemptive journey. Although the format is often difficult to follow, it is crucial to the significance of the story . Lucius’ intense curiosity and inability to control his desires lead to his transformation and all the negative consequences which follow. Apuleius may have been attempting to convey the downfalls of greed and lust, showing that they always lead to trouble. Lucius’ experiences as an ass are often very funny and explicit. Apuleius’ wit and use of sexual humor provide light-hearted entertainment for the reader. On the other hand, Lucius also lives the inhumane life of a slave after his transformation to an ass. He experiences a way of life he never thought of before his transformation. He is abused and fears for his life on several occasions. This perhaps reveals another moral of The Golden Ass, that is, treat others how you would like to be treated. The Golden Ass serves as an excellent historical document. It describes ancient Greco-Roman society’s morals, social classes, and overall way of life. Apuleius offers insight into all sectors of society. Wealthy upper classes, thieves, artisans, and slaves are all depicted in great detail. The society portrayed in The Golden Ass is in chaos. Greed, immorality and crime are abundant. When Lucius is living with a group of robbers, the reader gets to see how their society functions democratically, as well as their desperation and greed. Lucius’ life as an ass shows his maltreatment as well as the abuse of the slaves around him. These descriptive passages cause the reader to empathize with both Lucius and the slaves. This makes his journey more meaningful and effective at the end. The portrayal of women in The Golden Ass shows that women were viewed very negatively. The Tale of the Wife’s Tub, Miller’s Wife, and Drycleaner’s Wife, all describe women as adulterous and manipulative. Another story, the Tale of the Oppressive Land Owner, shows the tyrannical nature of the small land owner’s of the time. These were likely the characteristics of the society in which Apuleius lived. Relihan’s translation offers several tools which are beneficial in helping the reader understand the text. The introduction provides a summary of the work and important background information about Apuleius. The maps and index are helpful to the reader, as they provide more detailed information about place location and character description. A glossary of major characters is not included, but would have been helpful. The Golden Ass is not for the conservative reader, as it contains explicit sex and violence. One must pay close attention to the story, as there are many details which could easily be missed. The Golden Ass is witty, descriptive, and historically relevant. Readers will be entertained by Lucius’ journey to redemption and gain information about ancient society. As stated in the first chapter, â€Å"pay close attention and joy shall be yours. †(p. 3).
Thursday, November 7, 2019
Free Essays on Mexico As A Developing Nation
Mexico as a Developing Nation â€Å"The realignment of world politics after the Second World War did not occur exclusively along East-West lines†¦At the same time, the emancipation of the formerly colonized peoples of Africa, Asia, the Middle East, South and Central America, the Caribbean, and the South Pacific began to foretell the second major conflict of contemporary international relations: the North-South confrontation†(Jones, pp148). Although the unifying theme among the Developing Nations is the struggle for development, there are broad differences among the more than 120 members. In this essay I would like to focus on Mexico. I will discuss three of the most significant factors concerning Mexico, economics, political aspects, and I will close with Mexico’s view on the War against Iraq, involving the U.S. and Britain. Economics in terms of Mexico can be explained through two theories, Conventional Theory, and Rational Theory. The Conventional Theory essentially states that the cause of unindustrialized nations is internal inefficiency and the best way to correct that problem is through outside help from developed countries. Some causes that contribute to the economic problem relating to the conventional theory are population and corruption. The Population of Mexico has a population density of 50 people per square mile with a total population of 100,365,000 with about 45% of the population considered unable to produce do to age, either too young or too old. This acts as a drain on the Economic growth, in that the younger populations consume but do not contribute as with the older population. Of this population 73% live in urban areas. This acts as a drain on the economy as well. Any economic growth must now be spent on Public Assistance such as Housing, health care; education, water, sanitation and waste removal, which all require sophisticated planning, capital accumulation and lead time. Corruption ha... Free Essays on Mexico As A Developing Nation Free Essays on Mexico As A Developing Nation Mexico as a Developing Nation â€Å"The realignment of world politics after the Second World War did not occur exclusively along East-West lines†¦At the same time, the emancipation of the formerly colonized peoples of Africa, Asia, the Middle East, South and Central America, the Caribbean, and the South Pacific began to foretell the second major conflict of contemporary international relations: the North-South confrontation†(Jones, pp148). Although the unifying theme among the Developing Nations is the struggle for development, there are broad differences among the more than 120 members. In this essay I would like to focus on Mexico. I will discuss three of the most significant factors concerning Mexico, economics, political aspects, and I will close with Mexico’s view on the War against Iraq, involving the U.S. and Britain. Economics in terms of Mexico can be explained through two theories, Conventional Theory, and Rational Theory. The Conventional Theory essentially states that the cause of unindustrialized nations is internal inefficiency and the best way to correct that problem is through outside help from developed countries. Some causes that contribute to the economic problem relating to the conventional theory are population and corruption. The Population of Mexico has a population density of 50 people per square mile with a total population of 100,365,000 with about 45% of the population considered unable to produce do to age, either too young or too old. This acts as a drain on the Economic growth, in that the younger populations consume but do not contribute as with the older population. Of this population 73% live in urban areas. This acts as a drain on the economy as well. Any economic growth must now be spent on Public Assistance such as Housing, health care; education, water, sanitation and waste removal, which all require sophisticated planning, capital accumulation and lead time. Corruption ha...
Tuesday, November 5, 2019
Career in Quantity Surveying
Career in Quantity Surveying Quantity surveyors come in two flavors. There is the PQS, Private Quantity Surveyor, who works in professional practice and the CQS or Contractor’s Quantity Surveyor, who works for a building contractor. The Quantity Surveyor is responsible for all the financial, contractual and legal aspects of a construction project. The PQS will provide cost planning advice during the design stage of a project and then monitor the actual costs against the budgets whilst the project is being built. Building contractors are often paid monthly in instalments on large projects and it is the quantity surveyors job to determine a fair valuation for the work that has been completed. In addition the PQS will advise the client on a suitable form of building contract. The Contractor’s Quantity Surveyor will be involved in pricing work that a contractor is asked to tender for, letting packages of work to specialist subcontractors and valuing and paying for subcontractor’ s work. In the same way that the PQS provides cost planning advice to the client the CQS provides financial advice to the building contractor. If you think you are more skilled with figures than floor plans then you might think about becoming a quantity surveyor the so called economist of the construction industry. As a student quantity surveyor, Ruth Smart worked on the McAlpine Stadium in Huddersfield calculating the construction costs. Listen to what she has to say about her work by clicking on her link. Hit Back on your browser to return to this page. If you think you are more skilled with figures than floor plans then you might think about becoming a quantity surveyor the so called economist of the construction industry. As a student quantity surveyor Ruth Smart worked on McAlpine Stadium in Huddersfield calculating the construction costs. The major one of this stadium was all of these they are called banana trusses because they are shaped like bananas. The steel wo rk that went into this stadium was very expensive. There is a lot concrete in this building as you can see all the seats. The whole structure is concrete. The seats are put on top of concrete. Steps, huge, huge money. The nicer bits are thing like you know the actual pitch, and the lights all these extras that you don’t think of which need to be priced. The line markings, everything we have to take into account everything, signage, big project. I studied quantity surveying at Leeds and years 1 and 2 was spent in the college learning, year 3 was spent on site at McAlpine Stadium and year 4 was my final year again spent in College. It wasn’t just text book stuff it was things like learning to build a brick wall. What construction was about the actual physical building of buildings. Surveyors who have been educated in Britain are viewed very well overseas. Two months after I graduated I started work out in Johannesburg, South Africa. Which was fantastic lots of exposure. Thrown in at the deep end was great running my own jobs.
Saturday, November 2, 2019
Ethnology book report for Social Anthropology Essay
Ethnology book report for Social Anthropology - Essay Example te a reading material that would serve as an eye opener to the present human generation with regards the implicative existence of minor groups in the past so as to make a careful description as to how these groups were able to influence whatever culture, traditions and social understanding the present human generations recognizes today. Hence, as a careful discussion of the said issues, the book offers a clear picture of the past towards the development of the Cree and Martu communities. With the said discussions, the book is then able to give the readers a clear vision and better understanding of the issues that actually make it certain that the said indigenous groups of people have greatly contributed to the progress of human communities towards the present. More than that this published reading also gives a careful examination as to how the present human generation should give important views of appreciation towards the past generations that characterized the ancient human civilization. Anthropological studies have determined and distinguished many indigenous societies and tribes, which can be traced as the roots of most of the major physiological and cultural ancestry of the present contemporary civilization. During the cultural and social development in the human civilization, most of these indigenous tribes have been affected and experienced drastic cultural changes from their traditional ones. Some merge with the others to create a larger and greater social group who used their powers and influence to dominate others while the other social minorities were dominated by greater ones eradicating their personal socio-cultural nature. However at the present, there are still some indigent social tribes who were still able to preserve their own original nature and stay secluded from the major civilizations influence like that of the imperialism of west and the colonialism of the other dominant nations. These social minorities still managed to live with their
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