Service Marketing Management in Ebay Case Study

Service Marketing Management in Ebay - Case Study Example This research will begin with the statement that eBay (www.ebay.com) is managed by EBay Inc., an Internet company based in America. Ebay.com offers an Internet-based service that allows for online auctions, selling and buying of new and second hand products. While the company originally began functioning in US, today it has localized branches in Belgium, Canada, China, France, Germany, India, Italy, Singapore, United Kingdom, Poland, Philippines and Taiwan to name a few. Besides Ebay.com, EBay Inc also owns the sites of PayPal and Skype among its other businesses. Since the site was established in the year 1995, it has become the largest place in the world to buy and sell a range of products to a range of people. In April 2006, eBay also opened its new eBay Express site. This site works like a standard Internet shopping site for consumers from United States. A UK version and then a German version were launched later in the year and offers brand new items sold by pre-vetted sellers. T he company works with the mission to provide a global trading platform where practically anyone can trade anything. The company has a unique offering of an auction-based sales service where retailers or private seller can present their item to purchasers. Demand and supply: The level of demand and supply on eBay is high as there are many people seeking to sell what they do not need for a good deal. Approximately the site has 212 million registered buyers and sellers as of date. A wide range of things like rare items, new products, collectibles and used goods can be found for sale on the site. The site is well known as a good place for comparison shopping as many similar products are listed side by side. Auction-style listings, fixed price formats and Dutch auctions are a few kinds of auctions the site provides for. However there are cases where the required products are not available. Not much can be done in cases where demand exceeds capacity and customers just have to live with th e fact that sellers are not selling the required product. Services marketing integration and management: Customers usually search for products on parameters like price and product features. eBay allows customers to sort similar items based on pricing, making the task of purchasing a relatively easy one. Phone help is offered to select members only (those who sell a minimum of $3000 worth goods per month through the site). Live chat with customer service representatives is however available. Areas where eBay dissatisfies customers include wrong shipping labels and insufficient customer support as all queries are not addressed with the same interest. The blame culture is high at eBay, and though the site issues regular warnings, blogs and advice, many blame the site for wrong transactions. One criticism regards its privacy policy whereby eBay turns its user information to law enforcement agencies often without a subpoena. While no solid proof has been generated for this case, it is a popular rumour, popular enough to be believed by its wide customer base as true. Finally no panel of experts or support system is available to identify whether a particular product is worth the money or not.

College Essay Example | Topics and Well Written Essays - 750 words - 1

College - Essay Example Being a leader of a great number of people will require one to be patient and try to understand his or her people. Financial crisis management is another problem that if not properly managed the leaders responsible might even face corruption cases. Sustainability is another area of great concern that should be looked at. Strategies should be placed to enable that the current good situations are sustained. It is not an easy task to be achieved when looking at how the environment changes daily. We should develop skills that must be learned in order to be aware of and respond appropriately to change. Technology change is the main reason for most changes. We should, therefore, be equipped with knowledge of the latest technology. Understanding and usage of the latest technology will enable us cope up with environmental changes. As a leader, people expect good performance. Most people think that performance management is that easy but it is an area of great concern that requires appropriate knowledge and skills. Another challenge in this field is decision-making. Decision-making requires to be taken in an appropriate time and is usually associated with aperson making risks. Some situations require quick decision-making which may cau se bad outcomes. Before making a decision, both positive and negative outcomes should be considered. Ethical practice should be considered appropriately as well. Master’s in public administration is a field that faces many challenges and the people pursuing this field should be equipped with the necessary skills and knowledge to enable them be competent. The list of challenges is long, and the above list is just a part of them. MPA is an area that will equip us with the appropriate skills and knowledge. Master’s in public administration is a field that I am interested in. It is an area on completion, will enable me to meet and successfully tackle the many challenges faced, some of which have been highlighted above.

Social Policy Essay: What is Social Policy?

Social Policy Essay: What is Social Policy? What is social policy? Social Policy Social Policy refers to the development of welfare, social administration and policies of the government used for social protection. Social policy is related to the governmental approach of development of social services towards formation of a welfare state (Alcock, 2003). British welfare state is associated with poor laws established to cater to the needs of the poor. Social policy is not just a mere academic subject but relates to social and economic conditions of a country, how to promote these conditions for the development of a welfare state. Social policy, administration and social work are all aimed at the administration of welfare and the main areas of concern include tackling of social problems, administration of health, education and employment services, community care, crime and disability. Social policy is also related to issues of race, poverty, gender and the relevant collective responsibility of society and community (Coffey, 2004). Social policy is heavily dependent o n related disciplines of social work, psychology, law, economics, sociology, politics, economics, philosophy and public health. According to Burch et al (1991), Policies are courses of action, whether intended or unintended, that are deliberately adopted or can be shown to follow regular patterns over time., and Social policies have to do with human beings living together as a group in a situation requiring that they have dealings with each other. (1991, p.2) Burch et al further claim that Social Policy is associated with de jure, de facto and default claims, which means that Social policy is rooted in legal framework and tends to follow a particular form of practice. Yet, social policies are also subject to failures and an absence of implementation. Explaining Social Policy Emphasizing on the need for proper implementation of policies, Krysik et al (1998) suggest that social policy is about decision making and choosing among many alternative courses of action. Giving a complete administrative and procedural description to social policy, they claim that implementation strategies towards particular goals should deal with: issues of financing and reimbursement, e.g., sources of revenue and formulas for sharing costs; whether to use market mechanisms or public provision, or some combination of both; appropriateness of administrative mechanisms for a particular policy; and level(s) of government involvement and appropriateness of roles. (Krysik et al 1998, p.3) Krysik et al bring out an important aspect of social policy suggesting that social policy and the concept of individual well being is mainly a consequent process of the Social Security Act 1935 that identified the following needs: economic security; employment (the Federal Employment Act of 1946 expressed the goal of full employment for everyone able to work); housing [the Housing Act of 1949 (P.L. 81-171) stated that all Americans have the right to decent housing, in decent surroundings of their choosing]; health (the Comprehensive Health Planning Act of 1967 stated that Americans have the right to the highest quality of health care services available); education for handicapped children (P.L. 94-142 of 1975 insured the provision of a free, appropriate public education for all). (Krysik et al, 1998, p.5) Social policy addresses two main aspects of welfare and administration. Welfare economics is understood in terms of utility or peoples well being and refers to the range of services that can protect people against sicknesses, old age and the associated term welfare state, is used synonymously with social protection referred to within the European union. Welfare is thus a broad term and a description of welfare state would aim to achieve not just a realization of peoples needs but a general physical and psychological well-being as well. Social policy towards a welfare state approach is guided by several humanitarian, democratic, religious and practical concerns. Humanitarian concerns are related to eradication of poverty and practical necessities deal with economic and social provisions and benefits (Hill, 2000). Religious aspects emphasize on the charitable duties towards the community at large and democratic concerns highlight social protection as a fundamental democratic right of every individual. In this sense social policy has political and sociological aspects concerned not just with well being but tends to highlight proper living as a fundamental right of an individual. Principles and values applied to social policy can refer to needs, interests or wants of people with conditions such as poverty being identified as projecting lack of well-being. Social well being is generally considered in the interests of families, communities and individuals as people depend on social interaction, education and cooperative work to achieve social targets and rely on social interdependence for personal well-being. Social policy and administration is closely associated with individual perception of society, social values and social interaction as a means to fulfill specific social responsibility aimed at common good. When considering the ideal conditions of a welfare state or the factors of a lack of well being, several aspects on poverty, necessity, unemployment, old age, mental illness, disability and social exclusion are brought into focus. These refer to problems or obstacles in attaining the condition of welfare or a state of well being for all. Poverty can mean a deprivation of basic needs such as food, clothing and shelter, education but along with economic deprivation can also mean social exclusion, poor material conditions of living and is defined by normative or felt needs. However, poverty has its own stigma and can carry implications of inequality as poor people are the ones considered socially inadequate, who adapt themselves to a culture of poverty and poor due to the inequalities in social structure. Unemployment and social exclusion are other negative factors that tend to retard social policy towards welfare aims. Unemployment can be due to inadequacy in appropriate skills, or due to physical limitations such as old age and disability. Illness and old age are associated as health of old people are below average and most elderly individuals also suffer from some disability. All this is added to problems of isolation and mental dissatisfaction or some sort of psychological crisis in old age. According to the World Health Organization disability is however either an impairment as in problems in bodily structure or functions, a disability or inability to perform certain activities or a handicap which relate to problems with social participation (WHO, 2005). Disability of any form of permanent illness can have social, physical or psychological implications and forms a significant aspect of welfare considerations. Although social policy is focused on the more politically active and conscious younger generation and tends to attend to social needs of employment and rights and justice issues that concern young people. Social policy is thus an all-inclusive diverse di scipline with varied academic and socio-political aspects with active concerns on public health and welfare. Daly (2003) emphasizes on the importance of governance as a frame of analysis in social policy and investigates the usage and utility of governance as a discipline to study aspects of social policy. Using governance and political decisions as tools for development of social policy in the UK, Daly considers the public sphere, policy implementation, societal incorporation and policy making through governance examining the various strengths and weaknesses of governance including it focus on power and different levels of action and analysis. Daly approaches an important question as to whether a strong focus on state and governance leads to residualization of social policy and society. Taylor (1998) takes on a different approach and emphasizes the importance of social identity in social policy research. Taylors attempt was to go beyond for or against postmodernism arguments and argues that identity and difference from a social perspective and an analysis of social relations should also be considered alongside structural inequalities within the theoretical considerations of social policy. Taylor suggests that there are problems in the understanding of the concept of social policy which according to him is clearly misunderstood and delineates the necessity of a provisional theory that can distinguish between ontological and categorical identity in social policy. This he suggests would help to improve an understanding of the role of soils policy in the process of social identity formation. Franklin (2003) analyses the concept of social capital as an important instrument to political change. Franklin writes that the idea o social capital reconfigures the dynamics between social justice and economic efficiency and makes social relationships a key factor in explaining levels of inequality, economic prosperity and political participation (Franklin 2003, p.349). The concept of social capital as the focus of social policy shifts the focus of responsibility from government to individual, from economy to society informing policies that highlight social behavior reducing costs to government providing in turn economic solutions to social problems. The human as agency has also been taken up in social policy research extensively and Deacon and Mann (1999) focus on individual behavior in sociology and social policy research. The focus of the article is on the individual and the increasing moral and ethical dilemmas faced by an individual in a contemporary society, an aspect that has broad implications of social policy that is concerned with a general well being of every individual and a sense of well being is an important part of moral and ethical values. The authors suggest that moralists such as Field and Mead share the need for restructuring welfare to encourage responsible moral behavior. However sociologists Beck and Bauman believe that such a forced method might prove not only futile but even dangerous. Individualistic approaches and theories face considerable resistance from quarters that fear any support for atavistic individualism. However, the authors realize the need for a revival of theories based on the individual hu man agency that can create opportunities within social science and make it more sensitive to the activities of poor people and to the necessities and differences of a contemporary diverse British society. Conclusion: In this essay we analyzed the definitions of social policy and highlighted the all-encompassing nature of social policy and practice and how this is related to the concept of British welfare state. In this context we also analyzed the concept of welfare as government action to promote well-being considering the necessities of unemployed young people as also disabled or ill elderly persons. The needs of the poor and socially excluded are also considered in drawing up polices based on national health system and social security concerns. In our analysis of recent research papers, we discussed individual behavior, social identity, moral and ethical responsibility, and political issues in governance as important aspects of social policy research. Bibliography PC Alcock. 2003. The Subject of Social Policy (In The Students Companion to Social Policy, second edition, PC Alcock, A Erskine, M May (Joint Editors), Oxford, Blackwell, ISBN: 1405102918). Publication: 14532. Pete Alcock   Social Policy in Britain: Themes and Issues. Macmillan Press. 2003 Hobart A. Burch, Donna G. Michaels; The Whys of Social Policy: Perspective on Policy Preferences Praeger Publishers, 1991 Coffey, Amanda,  1967- Reconceptualizing social policy :  sociological perspectives on contemporary social policy /  Amanda Coffey. Maidenhead :  Open University Press,  2004. MARY DALY Governance and Social Policy Journal of Social Policy, Volume 32, Issue 01. January 2003. pp113-128 ALAN DEACON, KIRK MANN Agency, Modernity and Social Policy Journal of Social Policy, Volume 28, Issue 03. June 1999. pp413-435 Strengthening social policy :  lessons on forging government-civil society policy partnerships /  editors Laura Edgar, Jennifer Chandler. Ottawa, Ont. :  Institute on Governance,  c2004. Hankivsky, Olena A. R.  (Olena Areta Renata) Social policy and the ethic of care /  Olena Hankivsky. Vancouver, B.C. :  UBC Press,  c2004. Jane Franklin Social Capital: Policy and Politics Social Policy and Society, Volume 2, Issue 04. October 2003. pp349-352 PAUL HOGGETT Agency, Rationality and Social Policy Journal of Social Policy, Volume 30, Issue 01. January 2001. pp37-56 Heck, Ronald H. Studying educational and social policy :  theoretical concepts and research methods /  Ronald H. Heck. Mahwah, N.J. ; London :  Lawrence Erlbaum Associates,  2004. Howard Glennerster   British Social Policy since 1945. Second Edition. Blackwell. 2000 Michael Hill   Understanding Social Policy. Sixth Edition. Blackwell. 2000. Lowe, Rodney. The welfare state in Britain since 1945 /  Rodney Lowe. 3rd ed. Basingstoke, Hampshire :  Palgrave Macmillan,  2005. Nicholas Timmins   The Five Giants: A Biography of the Welfare State. HarperCollins. 2001. Thomas and Dorothy Wilson   The State and Social Welfare the objectives of policy. Longman. 1991. Michael Hill Glen Bramley   Analysing Social Policy. Basil Blackwell.   1986. Eric Midwinter   The Butskellite consensus (c.1951-1973/9) (Chapter 7) in The Development of Social Welfare in Britain. Open University Press. 1994. DAVID TAYLOR Social Identity and Social Policy: Engagements with Postmodern Theory Journal of Social Policy, Volume 27, Issue 03. July 1998. pp329-350 Social Policy and Social Work: Critical Essays on the Welfare State Judy Krysik, Robert M. Moroney; Aldine De Gruyter, 1998 WHO www.who.int/en/

A Window into Adolescent Literacy Essay -- Literary Analysis, Wise, Sc

Over the course of the 21st century, there has been a steady decline in the rate of high school graduates. With such an important factor to the success of adolescents, school administrations have begun to take notice of such unacceptable findings. In this process they have attempted to understand the needs of our youth and the methods that give them the opportunity to become better readers, writers and overall students. To these young individuals, these years of development are pivotal to there success as adults. Educators must work together with the student to understand their individual forms of learning, not every student is the same and must be given the opportunity to learn no matter what the circumstance might be. The years prior to when an individual reaches the opportunity to attend college, is one of much importance. Especially when it comes to Literacy, this alone spreads into all subject areas. Literacy should be considered one of the most important aspects of a student’s career, if not the most important. Research by Bob Wise (2009) suggests that the main problem in today’s districts is that a good amount of administrations believe that literacy comes after school reform on the list of important topics. The belief is that the problem is not associated to all adolescents; therefore it should be the responsibility of the English teachers. The problem there is that students start to fall behind in all subjects and many end up having to repeat grade levels. Teachers in all subject areas should put a strong emphasis on literacy, and when the student starts to struggle, there responsibility should be to refer them to extra help or provide assistance themselves, its never benefi cial for the student if the educators belie... ...g, you don’t learn it, you absorb it. You don’t even realize it because it’s such a joyful feeling that it just sticks with you. You want to learn more about it and in the process you pursue as much information as you possibly can. I honestly believe that in this new era of social networking, the students I teach one day will have better literacy skills then I did at their age. They are constantly bombarded by messaging, texting, emailing etc†¦ It’s our job to understand them and take the fundamental values of literacy, combine it with our own instruction, and then implemented with there own interests and give these students all a better opportunity at learning. It sounds like plenty of work for educators, but we should not look at it as work, but more of passion to teach these students the fundamental values of literacy, which will one day, provide them success.

Mythic proportions Essay

Linton Heathcliff is a contradiction in terms. His name signifies the unnatural union between Heathcliff and the Lintons or between passion and convention and his sickly nature demonstrates the impossibility of such a union. In Linton both love and convention emerge as corrupted by each other. He is described as ‘a pet’, a ‘puling chicken’ and a ‘whelp’. Like both his parents, however, Linton’s view of the world is singular, and it is his inability to see it in any way but his own terms which renders him absolutely available for manipulation by Heathcliff. Hareton Of his generation, Hareton’s character is perhaps the most intriguing, reversing the comparative lack of interest we feel for his father, Hindley. Hareton is brutalised by Heathcliff, structurally repeating Heathcliff’s own suffering at the hands of Hindley. Hareton’s relationship with Cathy has similarly been read as mirroring Heathcliff’s with Catherine, in as much as he is desirous of impressing her, and he is proud in her presence. His love of Cathy, however, might be said more closely to resemble Edgar’s love of Catherine in as much as it is moderate yet tender, devoted yet restrained. Hareton also exhibits an unwavering love for Heathcliff, in spite of the ill-treatment he has received at his hands. Like Catherine, Hareton is constant in his initial affections, and when Heathcliff first arrives into his life they form an alliance against Hindley. Although Hareton’s name is inscribed above the door of Wuthering Heights, his inability to read, coupled with the repetitious doubling of names and signatures, means that he fails to inherit his rightful property. Hareton is dispossessed by Heathcliff, but can also be seen as a rewriting of Heathcliff, a surrogate or symbolic Heathcliff. The development of Hareton’s characterisation revolves around his education. He is initially nursed by Nelly, the novel’s surrogate mother, and under her tuition he begins to learn his letters. However, left to the ministrations of his dissolute and unpredictable father Hindley, Hareton grows wild and uncultivated, unable to read, and with no social skills. His attempts at self-improvement are the source of mockery and derision by Linton and Cathy, and it is not until the end of the novel that he is able to acquire the skills necessary for him to achieve social status with Cathy and come into his rightful inheritance. The domestic romance which typifies the final union between Cathy and Hareton may well resolve some of the conflicts that thwart the other relationships in the novel, but their union lacks the grand passion, the wild power of the original love between Catherine and Heathcliff. Cathy Structurally the second Cathy can be seen as revising her mother’s story. She achieves her identity at the price of her mother’s, and Edgar always differentiates her in relation to the first Catherine, whose name he never diminished. Unlike Linton, who has the misfortune of inheriting the worst of both his parents, Cathy appears to have inherited the best from both of hers. Nelly sees Lockwood as a possible escape route for Cathy should he be induced to fall in love with her. We are privy to reports of Cathy’s pride, and her insensitive mockery of Hareton’s lack of formal knowledge. The revolution of the novel in which she and Hareton form their attachment is something of a mythical resolution, a romantic conclusion which transcends the central conflicts of the novel to restore a traditional novelistic plot of courtship and marriage. Cathy and Hareton’s relationship restores to the novel and version of domestic bliss that was the Victorian ideal, but it is well to bear in mind that Bronte’s is a version in which Cathy clearly has the upper hand. Nelly Nelly Dean is the second and dominant narratorial voice in this novel. She takes up the story from Lockwood and gives it both substance and credence. Lockwood’s inability to read the signs of the culture in which he finds himself cannot sustain the story, though it acts to remind us that all narratorial voices, including Nelly’s, are partial. Nelly Dean is a local, and has known each generation of the Earnshaw and Linton families. She is therefore well-placed to offer Lockwood a commentary upon the events she describes. Her position of servant is differentiated from that of that of other servants, both in terms of the fact that she appears to move effortlessly between the two houses, mediating between their differences, and in terms of her voice. Nelly Dean does not share a regional dialect with the other servants but she understands it perfectly. She also emerges as an educated woman, having read most of the books in the library at Thrushcross Grange – the house of culture – and in having experienced the vicissitudes of Wuthering Heights – the house of nature. In keeping with her dual roles, Nelly has two names, Ellen, her given name which is used by those wishing to accord her respect, and Nelly, the name her peers and familiars employ. Nelly is one of the most interesting characters in this novel, not least because of the language she uses. She occupies a unique cultural position in this novel. She has access to a range of discourses that might be considered beyond her ken in terms of her position as a family servant; yet as the central narrator Bronte presents her as a speaking subject, partially excluded from culture but nonetheless positioned so as to be able to comment upon it. Nelly acts as a surrogate mother to many of the motherless characters in this novel: she brings up Hareton for the first five years of his life; she cares for Cathy from birth through to her marriage to Linton; she regrets the brevity of her charge of Linton, which is forced by circumstance; and she acts as confidant and advisor to Catherine and Heathcliff. She also acts as a mother-figure to Lockwood as she nurses him back to health. As surrogate mother Nelly provides food and moral sustenance to her nurslings. Nelly Dean is most carefully, consistently and convincingly created for us as the normal woman, whose truly feminine nature satisfies itself in nurturing all the children of the book in turn. This reading of Nelly as the mother-figure alerts us to another of her roles, for Nelly is a mother goose, the teller of this fairytale, the keeper of its wisdom. The name might also be a corruption of Mother Gossip. Both of these definitions are pertinent to the figure of Nelly, since the knowledge she conveys is at least twofold: it is about women’s experience, and it is about the nature of love. Nelly knows that her story has to entertain and ensnare us. Yet her voice is rooted in the realist narrative. With her love of a well-brushed hearth and gleaming copper pans, Nelly weaves for us a fairy tale of mythic proportions. Given our narrator’s sympathies we are inevitably drawn to the novel’s celebration of passion, and find the strictures of its dominant discourses of marriage and religion as stifling and incomprehensible as do its main protagonists.

College Development Essay

Residential life is part of almost every college or university. When most people think about residential life, they think of dorms and roommates; however, residential life is much more. The organizations are mostly divided into three units that make it all work: residence life programs, housing operations, and room assignments. (â€Å"College and university,†) Residence life is one of the major parts of a student’s environment. They only spend about twenty percent of their time in classrooms, as they spend most of their free time in housing. Residential life helps students to develop as young adults and future leaders. â€Å"The purpose of residence life programs is to provide educational programming, nonclinical counseling, and support for student learning†. (â€Å"College and university,†) People who are employed in residential programs mostly focus on improving student life and its safety, which helps to develop communication skills among people and also increase personal growth among student peers. The second unit of resident life is housing operations; they deal with daily tasks such as cleanliness, construction, and management. In a residential setting, is important to keep the environment clean and the buildings running properly in order for the community to work. The last unit of residential life is room assignments, in which finding the best-fit roommate is the most important. This area of residential life is designated to make room changes and monitor the occupancy of other housings. If there is a situation where problem occurs among roommates, the roommate assignment staff tries to find the best solution to find a resolution. Although it is often not realized, Residential Life is a big part of student life as it is a major factor in shaping a student’s experience in the institution. To ensure that residential life is at its best, the institution hires educated and professional staff. Almost every floor in each dorm has a residential assistant, who is responsible for maintaining a positive environment and be there for students if they are having a hard time adjusting. Residential assistants also welcome the students back to their dorms and inform students about upcoming activities and clubs. At the beginning of the school year, the RA creates a Facebook page for the people that they are responsible for and have group meetings to discuss issues and regulations. This helps new students feel welcome in their dorm and creates an environment where students can interact with other people in their dorms. Most dorms also have residence directors or graduate assistance. â€Å"Their responsibilities usually include staff development of their RAs, student counseling, educational programming, enforcement of institutional policies in the residence halls, and may also include other functions such as academic advising, intramural sports adviser, and facilities management†. (â€Å"College and university,†) If the RA cannot deal with a problem, they report to residence director or graduate assistance, depending on who is available to their building. The staff goes through training to make sure that every need of a student is met. â€Å"There is a strong need for well-qualified, educated, and trained entry-lever live-in professional staff in campus residence halls to support and achieve the academic and educational goals of the institution† (Belch, Wilson & Dunkel). It is important for students to be engaged and connected to school spirit, as it is more likely that they will remain in that institution. (Brooks). Each institution wants to give the best experience and education possible to their students. The person that oversees the Residential Assistants, Residential Directors, and Graduate Assistances is the Assistant Director of Residential Life. Keyne Cahoon is the Assistant Director of residential Life at Northeastern University and has many tasks during the day that keep her busy: â€Å"My primary responsibility is to directly supervise 5, 2 GAs, and indirectly supervise approximately 50 RAs. Additionally, I am responsible for the overall administration of the residential student conduct process (so I work with OSCCR to review and assign cases where residential student are involved), I am in charge of the professional staff recruitment and selection process (so I recruit and coordinate the process to hire all RDs and Assistant Directors of Residential Life), and I serve as a core team member of We Care†. (Cahoon, 2013) Being an Assistant Director of Residential Life is more than just dealing with housing situations. It involves a lot of communication among co-workers, documentations, and solving sometimes-unrealistic problems. Keyne Cahoon enjoys this challenge: â€Å"I enjoy students’ energy and excitement. I enjoy helping them figure out a problem and helping them solve it themselves†. (Cahoon, 2013) She is really involved in the community and enjoys every second of it. She finds her job very interesting and her passion makes her job a hobby. The only person who oversees her work is Brie McCormick, the Associate Director of Residential Life. She supervises the Assistant Director of Residential Life and deals with a lot of day-to-day issues for the department as a whole. The Associate Dean of Cultural, Residential & Spiritual Life of Northeastern University is Robert Jose. He represents the Residential life as a whole unit. The theories that Residential Life uses are theories of organizations and campus environments, typology theories and models, and student success theories. All of these theories have the main focus to improve on student life outside of the classroom. Residential Life aims to provide complex learning by giving students the opportunities to make friends, be part of a groups or a clubs, play a sports, and much more. Living in dorms teaches them how to deal with every day situations in classrooms or outside. Students will be able to be â€Å"able to apply acquired knowledge to everyday situations, able to communicate clearly and effectively, acts responsibly to others, is civic minded, understands and appreciates those of other nationalities and cultures, is self-aware, and has a sense of connectedness to the university†. (Brooks) Living in the dorms helps students prepare for life after college or university and enables them to apply the things they have learned to a variety of situations. References Belch, H. A. , Wilson, M. E. , & Dunkel, N. (n. d. ). Cultures of success:recruiting and retaining new live-in residence life professionals. The College Student Affairs Journal, 27(2), 176-193. Brooks, S. E. (n. d. ). The connection between residence life and first-year student retention at the university of Pittsburgh. The Journal of College and University Student Housing, 37(1), 12-23. College and university residence halls – purpose of residence halls, organization and administration, residence hall staffing, residence hall student government read more: College and university residence halls – purpose of residence halls, organization and administration, residence hall staffing, residence hall student government. (n. d. ). Retrieved from.

The mega and task environments are external influencers to an organisation Essays

The mega and task environments are external influencers to an organisation Essays The mega and task environments are external influencers to an organisation Paper The mega and task environments are external influencers to an organisation Paper Essay Topic: Kindred 1. Introduction The mega and task environments are external influencers to an organisation and need to be recognised, analysed and managed for the business to experience sustained success and competitive advantage in the market. These external stimuli include factors such as technological, economic and legal-political elements and customers, competitors, suppliers and employees (Bartol et al, 2003).. Organisations must look outside of their behaviour product markets only and include political and social factors, labour training and employment norms and legislation as well as culture and values when making sound business decisions (North, 1990). The elements made up in the mega and task environments are explored in this discussion as they relate to SecurityMail, an organisation specialising in the direct marketing industry. Tony Revell, the Sales Business Solutions Manager at SecurityMail, was interviewed to gain an understanding of the external factors influencing business sales operations at SecurityMail. This discussion aims to analyse the mega and task environmental elements that effect the organisation and whether all the elements are identified as being important. 2. SecurityMail SecurityMail was founded in 1980 in response to a demand for a secure mailing house and is the third largest mail house in Australia. SecurityMail has grown into a sophisticated information systems management business with an annual turnover of $120 million. They employ 700 people at operations in Sydney, Melbourne and Brisbane and their core business activity is defined as data and document management (SecurityMail National Employee Handbook, 2002). SecurityMail has created a niche in the market by providing a personalised service, tailored to meet the individual needs of their customers. They recognise that many clients have specific requirements that may be unique to them or their industry. SecurityMail also recognises that in order to be able to meet the requirements of their client base they must also seek and foster a responsive and co-operative approach from their suppliers (SecurityMail Company Profile, 2001). Tony Revell, the General Manager, Victoria Sales Business Solutions is well placed to observe and comment on SecurityMails relationship with its external environment. Tony joined SecurityMail in April 2001 having come from within the mail processing and fulfilment industry. He has over 24 years management and sales experience in the direct mailing and chemical and scientific industries and also has an MBA and a Bachelor of Business majoring in Economics and Marketing. At Security Mail Tony Revell manages the Sales and Business Development activities and also the Project Management arm of the operations in Victoria (refer to Appendix 1.1 for SecurityMails Organisational Chart). He is in constant contact with the external environment and is required to manage the effects and influences of both the mega and task environments and talked in depth about the effects these environments have on SecurityMails operations. 3 Mega and Task Environments 3.1 Mega Environment The term mega environment refers to the external environment that reflects conditions and trends in the society that an organisation operates within. There are five major elements to the mega environment; technological, economic, legal-political, sociocultural and international. These elements are often external to the span of control of the organisation and as such are often unable to be influenced directly (Bartol et al, 2003). 3.1.1 Technological Element SecurityMails emphasis is on harnessing technology to get information moved intelligently, reliably, quickly and securely. It is therefore paramount that management stay abreast of changes in technology. They do this through memberships on industry groups, journals, suppliers and through information extracted from the market by the sales team and by attendance at overseas trade shows. Continual re-investment of capital into technology and equipment has been essential for the organisation to remain competitive. This re-investment has ensured that SecurityMails products and services are meeting or exceeding the demands of their clients. Many of these new technologies are at the forefront in the market in which it operates. SecurityMail has invested in new equipment harnessing the latest in technology to process client work faster and more efficient than ever before. 3.1.2 Economic Element Tony Revell concluded during his discussions that the economic element does have an important impact on the operations of SecurityMail. The importance extended to national issues such as inflation and interest rates. This effect was felt recently on market forces impacting the financial services segment. Declining share prices of some of their major clients impacted the clients marketing dollar and as such SecurityMail experienced reduced marketing campaign work, a factor of which they could not exert control over. 3.1.3 Legal-political Element The organisation functions under the required legislation governing the operation of companies within Australia. This does not have a huge impact on the operations of the organisation but does still play a factor in its business decisions and application of corporate governance. The new privacy legislation that became effective in December 2001 impacts the ways in which SecurityMail can store, transfer and use the data it collects from its clients. The impact felt was relative to new processes of operation it had to adopt to comply with the legislation but has now just become part of the way the company does business. Positive legal and political impacts have been felt through the deregulation of the financial, telecommunications and utilities markets. Changes impacting SecurityMails clients through political and legal changes has created additional growth opportunities for SecurityMail. Client legislative requirements can impact the operations of SecurityMail such as legal mailings advising customers of a bank rate change. This form of communication is legislated and equates to penalties being imposed to the financial institution if mail is not received by customers by a pre-determined date. The legal environment experienced by its clients is therefore transferred to SecurityMail. The organisation recognises that it must keep abreast of legal and political changes in the external environment to ensure it complies with relevant legislation and reacts to identified business opportunities. It also must keep abreast of the legal and political factors experienced by its clients to ensure customer satisfaction and loyalty and the avoidance of penalties. 3.1.4 Sociocultural Element The sociocultural element focuses on the attitudes, norms, values, beliefs and behaviours of the demographic region in which an organisation operates (Bartol et al, 2003). As SecurityMail only operates within Australia the impact is not seen as having a major influence on SecurityMails operations. When questioned further Tony Revell elaborated on regional sociocultural elements impacting the organisation: * The adoption of flexible work practices to accommodate demands in society for family friendly employers. * Recognition of language barriers and systems for overcoming these for the unskilled manufacturing labour force. * Challenges in the future with the introduction of new technology. Additional training resources will be required by the organisation to skill up its blue-collar workers. * New technology will also require labour with higher skills sets which will be harder to draw upon in the local area. * Occupational Health Safety issues with an ageing mostly female blue-collar workforce. 3.1.5 International Element This element was not seen as having a major impact on SecurityMail. The only international dealings relate to information seeking regarding new technologies and equipment. There is no move at this stage for SecurityMail to enter the international arena. 3.2 Task Environment The second external environment segment impacting on organisations is the task environment. The task environment encompasses the elements an organisation must deal with when interfacing during the course of conducting its business. Elements included in this segment are customers and clients, competitors, suppliers, employees and government bodies. As organisations confront these elements during the course of its operations the organisation is more likely to have an impact on these elements rather than those in the mega environment (Bartol et al, 2003). 3.2.1 Customers and Clients SecurityMail has a diverse client base interacting with blue-chip companies in the financial services, telecommunications, utilities and advertising sectors. Since SecurityMails inception it has been their aim to provide a customer oriented service that meets the changing needs of their clients and to create a total solution that is integrated, flexible and cost effective. They have created a niche in the market by providing a personalised service, tailored to meet the individual needs of their customers. SecurityMail works closely with their clients to ensure that requirements are understood and met and that service level agreements are both reflective of the needs of the client but also the resourcing and capacity levels at SecurityMail. Regular work in progress and client meetings are held to discuss the progress of campaigns and redevelopment work and also to address quickly any issues that require resolution. The organisation also conducts regular customer satisfaction surveys and has implemented a corrective action system to ensure any client complaints and non-conformances are communicated to senior management and are acted upon in a timely manner to achieve the best outcome for both the client and SecurityMail. Each client in excess of $50,000 has a dedicated Account Manager to service their needs and add value to their operations thereby cementing further the relationship with SecurityMail. SecurityMail manages many customer relationship programs for their clients and therefore has the opportunity to observe and adopt best practice in terms of customer relationship management principles practiced by blue-chip Australian companies. The relationship between SecurityMail and its clients is seen as having the utmost importance to the sustained success of the organisation. 3.2.2 Competitors There are many players in the mail processing industry but only five organisations who compete in SecurityMails market space and competition is fierce for new work. The market is not boyant with most work available being already won by various mail houses. New opportunities are obtained via official tender processes when contracts expire, outsourcing (of which there are not many companies who have not outsourced their direct mail needs), and company acquisitions. Competitive advantage in most cases comes down to price and service. Customer retention is a quality and customer satisfaction issue. There is little technological differentiation in the industry with no new major players surfacing for several years due to the high capital required because of the costs of technology and equipment. The mail processing industry is highly competitive and new initiatives do not remain secret for too long. Industry gossip is rife. Information on competitors is sourced predominately from personal contacts but also from the market, industry journals and publications, published materials such as annual reports, stock market reports and market research. SecurityMail is aware of the activities of their competitors and conducts various benchmarking, pricing, efficiency and customer satisfaction exercises to obtain a competitive advantage. 3.2.3 Suppliers SecurityMail is always looking to strengthen its portfolio of offerings through strategic relations with key suppliers and partners. Partnerships with suppliers exist across all aspects of the service offerings of SecurityMail. Suppliers provide service and maintenance agreements on all equipment and also provide letterhead and envelopes and printed marketing material and receive outsourced work that SecurityMail is not able to process in-house. It is imperative that these relationships are nurtured as the service provided by their suppliers impacts on the ability of the organisation to meet service level agreements with their clients. The performance of all suppliers is monitored and preferred supplier agreements are set up to ensure that the organisation receives the most cost effective, efficient and reliable service possible from their suppliers. Clients are encouraged to allow SecurityMail to source items for them such as letterhead which it does through their preferred supplier s. This ensures that SecurityMail not only makes margin on the purchase but also allows SecurityMail to control the process. 3.2.4 Labour supply and the importance of managing diversity The attraction and retention of skilled personnel is of high importance to SecurityMail. One of the organisations aims is to become an employer of choice. Career development and mentoring programs, competitive remuneration, training and development opportunities and employee benefit packages have been developed to both attract and retain staff. The mail processing industry is highly specialised and as such it is difficult to source experienced staff. The aim is to retain experienced staff and develop the skills of less experienced staff. As the organisation adopts new technologies more highly skilled staff will be required. Sourcing initiatives will need to be developed to attract potential staff from outside the local area due to a lack of the skill base available in the community within which SecurityMail operates. SecurityMail enjoys harmonious relations with the AMWU (Automaotive, Food, Metals, Engineering, Printing and Kindred Industries Union). This relationship is of high importance to the success of the organisation and will continue to be developed and fostered to promote opportunities for labour force flexibility such as weekend shift work and twelve hour shifts. 3.2.5 Government Agencies SecurityMail interacts with various government agencies such as employer organisations, WorkCover and the Australian Tax Office. Interactions with these bodies are seen as being a necessary activity in the operations of SecurityMail but is not seen as being a concern in the sales process. 4 The Importance of the Mega and Task Environments Tony Revell recognises the important part each external factor has to play in the operations of SecurityMail. The only factors not viewed as being important to the sales process were government agencies and the international element. Interactions with government agencies were viewed as being a Finance function and not related to the sales process. The organization still views the element as being important but it does not impact upon Tony Revell and his team. The international element is not relevant to SecurityMail as the company only operates within Australia. Mr Revell conceded however that if operations moved off-shore then this element would become an important consideration for SecurityMail. The ability to grow and prosper in the external environment is recognised as not being the documenting of a list of policies or institutional structures but rather an ability to incorporate external stimuli into coherent internal systems (West, 2001). SecurityMail has adopted this practice and incorporates the threats and opportunities of all of the relevant factors of the external environment into their operations. 5 Conclusion Since SecurityMails inception it has been their aim to provide a customer oriented service that meets the changing needs of their clients. They have to continually respond to the increasingly complex demands of the markets in which they operate. The increasing trend during recent years to out-source non-core activities together with technological advancements has seen those demands become more time critical and sophisticated in their application. All aspects of the external environment need to be monitored for any business to experience sustained success and competitive advantage in the market. This is recognised by SecurityMail and the success of this approach has resulted in them enjoying continued growth and expansion. Monitoring the external environment has also enabled them to keep abreast of changes and opportunities within their industry and to continue to expand and improve upon their product and service base.