Logistic management Essay Example | Topics and Well Written Essays - 500 words

Logistic management - Essay Example However, the main questions are whether enterprise resource planning is an advantage or a hindrance to organizations and whether organizations are making implementations that accommodate the software. The enterprise resource planning software may be of significant help to organizations who are intending or already using it. First, communication within and outside the organizations significantly increases (Bowersox, Closs & Cooper, 2007). This means that logistics information from one department to another move swiftly. In addition, information moving in or out the company is moving at a faster pace. For instance, a technology company manufacturing technological products will have an increase in the movement of information. In this case, the manufacturing department can communicate with sales department at the shortest time possible regarding customers orders. On the other hand, the organizations can communicate with their supplies in time to deliver raw materials in time for production. As a result, due to speedy movement of information in the organization, the second benefit of enterprise resource planning is that it reduces wastages in inventory leading to high profitability levels in the company (Bowersox, Closs & Cooper, 2007). An excellent example is that of the technology company. In the past, technology companies were making products based on future predictions on sales. This was for the purposes of ensuring just in time deliveries to their customers. However, technology is changing at a quick rate meaning that production for future use will lead to obsolete products in the market resulting to wastage. Therefore, because of enterprise resource planning, logistic management is becoming easier with companies only producing in accordance with customer orders. In this case, there is zero tolerance on wastages and reduction of warehousing costs

Customers Expectations Versus Management Perceptions

Customers Expectations Versus Management Perceptions Eating is observably a daily action and necessity for all human beings. Depending on individuals reason for eating at restaurants, individual intentionally or instinctively assess a multifarious set of attributes ahead of choosing a restaurant. The significance involved to these restaurant attributes is ultimately evaluated in the customers mind, leading to a decision of purchasing (Johnson and Champaner, 2004). Thus, this study is to investigate how much service quality can have an impact on customer satisfaction and retention especially in our Mauritian context at KFC. As there is a casual inter-relationship between customer satisfaction and service quality, this study aims to find out the effectiveness of the service dimensions of service quality which leads to customer satisfaction and finally to retention at KFC. All the main aspects will be analyzed and recommendations will be drawn out for better improvement. Company Background History Kentucky Fried Chicken (KFC) was founded by Colonel Harland Sanders in 1952 and its primary focus is fried chicken. KFC also offers grilled and roasted chicken products, wraps, salads, sandwiches and desserts as well beef based products outside the USA. Although the death of Sanders in 1980, he remains a vital part of the firms branding and advertisements, and Colonel Sanders or The Colonel is a metonym for the company itself. In 1991, the abbreviated form of its name KFC was adopted by the company. The Present KFC operates more than 5,200 restaurants in the United States and more than 15,000 units around the world. In 109 countries and territories around the world, KFC everyday serves more than 12 million customers. KFC is world famous for its Original Recipe fried chicken, made with the same secret blend of 11 herbs and spices Colonel Harland Sanders perfected more than a half century ago. Based on the Fortune 500 List, KFC is ranked on 239 positions with revenues in excess of $11 billion in 2008. Introduction of KFC in Mauritius With time, consumers were more demanding for large variety of food and then, the first KFC outlet was launched in Mauritius-1983. Pick N Eat is the company which operates the KFC franchise in Mauritius. KFC has carved a solid reputation as a quick service restaurant which provides quality products and service. Across our island, 18 outlets are spread out and 10,000 customers daily are enjoying their finger-linking favorites in the consumer-friendly environment. Background of the program In the fierce competition, the market trend has changed noticeably from agricultural to service market. The service sector especially fast food industry is in a rapid growth and gain a position in the market due to lack of time to prepare food and dual income families. All of the fast food businesses are trying their best to improve their service quality in order to make customer satisfied and return back to them again. They are concentrating more on service quality in order to meet the needs and expectations of the customer. The more satisfied the customers are, the more likely they are to return to the restaurant. The restaurant industry has undoubtedly not been free from either augmented competition or from increasing customer expectations regarding quality. According to the Kaplan and Norton (2001) the importance of the perceived quality in order to get the retention effect in restaurant industry is always considered as a main element to retain in the customers and the business. The main reason behind that in this industry entry barrier are usually low and any one can easily enter due to investment required that is not on the higher side. So the point is that when ever consumer is satisfy from the arrangement by the management, the quality of the food provided by the staff members with the positive attitude than this result in increasing the loyalty towards the particular restaurant and increases the retention intensions of the customers. Problem Statement Service quality is a vital strategy for any restaurants, success and repeat business and it has long been defined by adopting a rather more customer-oriented view and not by the restaurateur-oriented (Saleh and Ryan, 1991). Customer is the key role in any business, without any customer it is difficult to do business. It is necessary to work closely with your customer. As customers can also create your business, thus, customer is the major part of business and also in the market. Business runs through customer, without the customer there is no business. Due to the increasing competition with other restaurants and quality-conscious customers, it is vital to carry out this research. There is a need for further improvement in order to face the competitors and meet the increasing customers expectation concerning quality. Based on the actual service quality performance of KFC, it is important to identify if customers are satisfied with the current situation and are likely to retain at KFC or switch to other competitors. Also, to find out the factors of service quality that leads to customer satisfaction and retention. From the above reasons, it is important that the service performance meets or exceeds customers and their expectation, the customer will be satisfied. Service quality is an antecedent of customer satisfaction. Research Objectives -To assess customers expectation and perception level towards service quality. -To analyze the discrepancy gap between customers expectation and perception level towards service quality. -To identify the discrepancy gap between customer expectations and employees perceptions at KFC. -To explore the service aspects of the dimensions which have an influence on customer satisfaction and retention? Research Questions -What is the level of customers expectation and perception towards service quality? -What is the discrepancy gap between customers expectation and perception towards service quality? -What is the discrepancy gap between customer expectations and employees perceptions at KFC? -What are the service aspects of the dimensions which have an influence on customer satisfaction and retention? Aims of the study This study is to find out whether the service dimensions have an impact on customer satisfaction and retention at KFC by using the SERVQUAL Model by Parasuraman, Zenithaml, and Berry (1988). It will also explore the service aspects that affect and influence customer satisfaction and retention. Significance of the study This study will act as a practical guideline for KFC, especially the management and the front line employees which may increased a higher level of customer satisfaction in the near future. The results of this quantitative assessment of service quality may provide some insights into how customers rate the service and assessed customer satisfaction at KFC. The outcomes will utilize as a basis to improve their existing service quality or to develop a new one in order to meet with the customers needs and satisfy them. Furthermore it will help KFC managers to know if they are providing services according to the norms established by customers. The management will be able to come up with a strategy for upgrading their service quality which will definitely lead to customer satisfaction and retention. All these views of customers will help KFC to remedy problems if there are and maintain their service quality. Phases of the discussion Introduction In the first chapter, the problem area is discussed with a deeper understanding regarding the research. The problem discussion ends with a research objectives and questions. In the end of this chapter, the contributions of this research are also presented. Literature Review In the second chapter, the literature review of service qualitys impact on customer satisfaction and retention is discussed with the following purposes of assessing customers expectation, customers and employees perception, identifying their gaps and the influencing service quality aspects. Research Methodology ************************************* Analysis ************************************************* Conclusion and Recommendation ******************************************************** Conclusion The first chapter provided us a background to the outline of the dissertation. It contained the research context, which is, identify the problems, and establish its aims and its objectives, set out the research questions and finally present the outline of the study. Chapter 2- LITERATURE REVIEW 2.1 Introduction This chapter will give an overview of literature and models that presented by writers and journalists. It will support the research objective presented in the previous chapter. The chapter will elaborate the concepts of service, service quality, customer satisfaction, customer retention, service quality dimensions, the gaps and others. 2.2 Service There are many definitions concerning the concept of service by researchers. (Parasuraman et al. 1985). Gronroos (1983) defined service as: An activity or series of activities of more or less intangibles nature that normally, but not necessarily, take place in interactions between the customer and service employees and/or physical resources or goods and / or systems of service provider, which are provided as solutions to customer problems. Service is: Any primary or complementary activity that does not directly. Produce a physical product that is, the non-goods part of the transaction between customer and provider (Payne, 1993). Whereas Kotler et. al. (1999) defined service as any activity or benefit that one party offers to another which is essentially intangible and does not result in the ownership of anything, and it may or may not be tied to a physical product. In today market, products heavily rely on its service to acquire competitive advantage and to satisfy customers needs. 2.3 Service Quality In the service industry, service quality has become a crucial tool. Practitioners are interested in the concept of service quality, which has an advantageous effect on outcome performance for the company. Service quality is a critical element of customer perceptions as well as in determining customer satisfaction. Various experts have defined service quality differently. Parasuraman et al. (1985) proposed a formal definition of service quality as the degree and direction of discrepancy between customers service perception and expectation. If expectations are greater than performance, then perceived quality is less than satisfactory and hence customer dissatisfaction occurs. Asubonteng et al. (1996) defines service quality as the extent to which a service meets customers, need and expectation. Hooley, Saunders and Piercy (2004) A prime factor in differentiating the product or service from that of competitors is quality. Quality concerns the fitness for purpose of a product or service. For manufactured products that can include the durability, appearance or grade of the product while in services it often comes down to the tangible elements of the services, the reliability and responsiveness of the service provider, the assurance provided of the value of service and empathy, or caring attention, received. 2.4 SERVQUAL Approach The SERVQUAL framework has come up for the purpose to improve service quality in services and retailing organizations as it has suggest that customer satisfaction is based on multiple factors rather than one. The SERVQUAL method developed by Parasuraman et al. in 1988 is a technique used to perform a gap analysis of an organizations service quality performance against customer service quality needs. Parasuraman et al. (1988) came up with five dimensions (grouped with 22 attributes) to measure service quality are tangibles, reliability, responsiveness, assurance and empathy. The SERVQUAL instrument is regarded as a reliable method of measuring service quality (explore customers expectation and perceptions), which in turn leads to a measurement of customer satisfaction. 2.4.1 SERVQUAL Dimensions In 1985, Parasuraman et al. has identified ten determinants for measuring service quality: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding or knowing the customer and tangibles. Later, in 1998, Parasuraman et al. refined the model to the useful acronym RATER:- Reliability It is defined as the ability to perform the promised service dependably and accurately or delivering on its promises (Zeithaml et al., 2006, p. 117). It is one of the most important service components for customers as it implies doing it right the first time. The service organizations need to keep its promise and maintain an error free record. The reliability factor: the staff performs tasks that have been promised to guests and resolve problems encountered by guests. For the food beverage industry, reliability can be interpreted to mean fresh food delivered at the correct temperature and accurately the first time (Andaleeb Conway, 2006). Assurance It is defined as the ability of staff to inspire confidence and trust. Assurance is defined as the employees knowledge and courtesy and the service providers ability to inspire trust and confidence (Zeithaml et al., 2006, p. 119). The staff can handle effectively complaints and problems from the guests. Customers are more likely to use tangible evidence to assess the assurance dimension such as awards or special certificates which give a new customer confidence. Tangibles Tangible is defined as the physical facilities, equipment, staff appearance and others. It translates to the restaurants interiors, the appearance and condition of the cutlery, tableware, and uniform of the staff, the appearance and design of the menu, restaurant signage and advertisements (Zeithamal et al., 2006). Tangibles are used by firms to convey image and signal quality (Zeithaml et al., 2006). Customers use this dimension to evaluate the quality. Empathy Empathy is the extent to which caring individualized service is given to a customer. The customer is treated as a king. Many small companies use this ability to provide customized services as a competitive advantage over the larger firms (Zeithaml et al., 2006). Empathy may be important to ensure customer loyalty as the server knows how the customer likes his or her food prepared. In return, the customer is easily approach and spell out their needs to the service provider. If a company looks its customer as an individual, as result, the company will come as a winner. Responsiveness Responsiveness is defined as the willingness to help customers and provide prompt service (Zeithaml et al., 2006, p. 117). The service provider has the ability to deal customer requests, questions, problems and complaints with attentiveness and promptness in a timely manner and it is crucial for the customers. In order to be responsive, a service provider has to determine how long it would take to get answer or to solve a problem. To be successful, companies need to look at responsiveness from the view point of the customer rather than the companys perspective (Zeithaml et al., 2006). This dimension captures the notion of flexibility and ability to customize the service according to the customer needs. 2.4.2 Service Quality Gaps Model In 1990, Zeithaml, Parasuraman and Berry have developed a survey instrument to measure the gap between customers expectation for excellence and their perception of actual service delivered. The SERVQUAL model uses the terms that describe one or more determinants of a quality service encounter. SERVQUAL as the most often used approach for measuring service quality has been to compare customers expectation before service encounter and their perception of the actual service delivered (Gronroos, 1982, Lewis and Booms, 1983; Parasuraman et al., 1985). There are seven major gaps in the service quality concept, out of which Gap 1, Gap 5 and Gap 6 are more associated with the external customers as they have a direct relationship with customers. Figure 1: SERVQUAL or Gaps Model (Zeithaml Parasuaman Berry 1988) Gap 1: Customers expectations versus management perceptions It is the knowledge gap which portrays the difference between the management beliefs about customers, expectations and what customers actually need and expect. This gap happens when there is insufficient flow of communication upwards, lack of marketing research orientation and too many level of management. Gap 2: Management perceptions versus service specifications It is a policy gap where a difference occurs between management perceptions regarding customers expectations and service specifications are set for service delivery. The reasons for this gap are unfeasibility, inadequate commitment to service quality and task standardization as well as an absence of goal setting. Gap 3: Service specifications versus service delivery It is the difference between the service specifications and the service delivery teams actual performance on these specifications. The gap is a result of poor employee-job fit, lack of perceived control and lack of teamwork. Gap 4: Service delivery versus external communication The communication gap is the difference between what the company communicates and what is actually delivers to the customer. It is due to inadequate horizontal communications and propensity to over- promise. Gap 5: The discrepancy between customer expectations and their perceptions of the service delivered It is the difference between what has actually delivered and what customers feel they have received. Customer expectations are influenced by the extent of personal needs, past service experiences and word of mouth recommendation. The difference occurs when customers are influenced and service provider has shortfalls. Gap 6: The discrepancy between customer expectations and employees perceptions The service quality gap is what the customers expect to receive and their perception of the service that is actually delivered. There is a difference in the understanding of customer expectations by front-line service provider. Gap 7: The discrepancy between employees perceptions and management perceptions This gap is mainly an internal difference in the organization such as differences in understanding of customer expectations between management and employees. 2.3 Customer Satisfaction Customer satisfaction is the heart of marketing. Customer satisfaction is the customers evaluation of the service or product against if their needs and expectations are meant. Richard L. Oliver (1997, P.13) define customer satisfaction as Satisfaction is the consumers fulfillment response. It is a judgment that a product or service feature, or the product or service itself, provides a pleasurable level of consumption-related fulfillment. Satisfaction is influenced by customers emotional responses, their attributions and their perceptions of equity. As Kotler (2000, p.36) defined that satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectation. Johnston and Clark (2005) defined Service as the combination of outcomes and experience delivered to and receives by a customer. Customers therefore judge the quality of the service on the experience as well as the outcome. 2.5 Customer Retention Lovelock (2004) illustrates importance of customer retention The hardest part of a business is customer retention. If a company does not retain its customers, inevitably it will fail. Marketing essentially means keeping customer loyalty. When an organization is able to retain a customer in a good way, the customers will be loyal with the firm for lifetime. Laura Lake (2010) defined Customer retention is not only a cost effective and profitable strategy, but in todays business world its necessary. This is especially true when you remember that 80% of your sales come from 20% of your customer and clients.. Hill and Alexander (2006) defined It is becoming accepted that there is a strong link between customer satisfaction, customer retention and profitability. After providing all service to customer, means that the organization understands customer expectation well, according to the customer expectation, organization provide all service and customer is loyal to the organization. It makes profit for the organization and organization has to retain by providing continues good services, more better customer satisfaction and that will be profitability for the organization. So, organization has to make strong relation with customers. 2.6 Customers expectations and perceptions 2.6.1 Customers expectations Consumers expect to be delivered quality products and services; therefore expectations play an important role in the customer satisfaction formation. The term expectations really matters to companies because they want to know what customers expectations are. According to Oliver (1981) à ¢Ã¢â€š ¬Ã‚ ¦ expectations are consumer-defined probabilities of the occurrence of positive and negative events if the consumer engages in some behavior. Customers form their expectations from their past experience, friends advice, and marketers and competitors information and promises. Organizations in order to keep expectations from rising, they have to perform services properly from the first time (Parasuraman et al. 1988). Thus, customer expectations for the service are likely to rise when the service is not performed as promised. Expectations serve as reference points in customers assessment of performance (Cronin Taylor, 1992). The purpose of trying to understand customers expectations is to try to ensure that service can be designed and delivered in order to meet those expectations. If the operation meets the expectations, or indeed exceeds them, then customers are satisfied with the service. If they are satisfied they are more likely to become valuable customers who not only use the service again, but are positively disposed towards it and may even recommend it to other Johnston and Clark (2005). Therefore, the perceived service quality is viewed as the difference between consumers perceptions and expectations for the service provided. 2.6.2 Customers perceptions Mc Kenna (2000) is of opinion that perception is a vital process in a persons life where he or she has to manage and interpret a situation or an event to define a particular respond. Service firms must understand the concept of service quality from the point of view of the customer, not from the view point of the service firm or service provider. Besides, customer perceives services in the response to quality pertaining to the service and the extent to which they are satisfied with the overall service with their experiences (Zeithaml and Bitner 2003). The customer satisfaction is determined by the customers perceptions and expectations of the service quality. Customer perceives services in terms of the quality of the service and how satisfied they are overall with their experience. The customers perception varies from customer to customer and each one has different beliefs towards the services that play a crucial role in determining customer satisfaction. Therefore, customer percepti on and customer satisfaction are very closely linked together, because if the perceived service is close to customers expectations it leads to satisfaction. Satisfied customers provide recommendations; maintain loyalty towards the company and customers in turn are more likely to pay price premiums (Reichheld, 1996). As such, perceived service quality is a key component of customer satisfaction. 2.7 Relationship between service quality and customer satisfaction A great emphasis need to be heightened on service quality and customer satisfaction. Sureshchandar et al, (2003) identified that strong relationships exist between service quality and customer satisfaction while emphasizing that these two are conceptually distinct constructs from the customers point of view. Spreng and Mackoy (1996) also showed that service quality leads to customer satisfaction while working on the model developed by Oliver (1997). Customer satisfaction and the quality of food have long been acknowledged as a essential function for success and endurance in competitive marketplace that have been connected to consumer behavioral intentions as purchase and loyalty intention, their willingness to widen positive word of mouth, recommendation, and complaint intention (Olsen, 2002). Customers perceived service quality has a positive effect on customer satisfaction. 2.8 Relationship between service quality and customer retention Service Quality is viewed as a vital means for customer retention. Service quality is regarded as one of key factors for service differentiation and competitive advantage for a business. It has been argued that service excellence enhances customers inclination to buy again, to buy more, to buy other services, to become less price sensitive, and to tell others about their positive experiences (Anderson and Fornell, 1994; Anderson et al., 1994; Rust et al., 1995; Zeithaml et al., 1996; Bolton et al., 2000). A study by Zeithaml et al. (1996), determines that service quality influences different intentions, such as giving recommendations, doing more business, and willingness to pay more. When customers perceive that they are receiving better quality service for their money, they believe they are receiving good value, which increases their loyalty to the service provider (Bolton et al., 2000). 3.0 Comparison between authors Many researchers and writers have their own opinion regarding service quality, customer satisfaction and customer retention. These opinions will definitely shed light and need to determine which is more applicable in this research work. Service quality has many definitions but the most common is the match of customers expectation and their experience. Asubonteng et als definition is more relevant to this study as it describe as the extent to which a service meets customers, need and expectation. The SERVQUAL model is valued as an all purpose measurement and Parasuraman et als definition has used in this study. Some authors define the service quality gaps model similarly as a mean to measure customers expectation and customers perception. The SERVQUAL dimensions in this study have mostly used the definition of Zeithaml et al which are Reliability- to perform dependably and accurately, Assurance- knowledge, courtesy, trust and confidence, Tangibility- the physical evidence of the servi ce, Empathy- caring individualized service to customer, Responsiveness- the willingness to help. Oliver, Kotler, Johnston and Clark illustrate customer satisfaction as a positive response of the consumers expectation. Customer retention becomes a necessity for the success of a business. Oliver, Johnston and Clark agreed with the fact that customers expectation should be understand in order to design better service and meet their expectation. Then, the customer will be satisfied and Parasuraman et al. explained that in order to increase the level of expectation, the task must be done properly at the first time itself. Regarding customers perception, Mc Kenna, Zeithaml and Bitner share the same opinion that it the way of customer to interpret their experience and if they are satisfied. 4.0 Application of the theory at KFC Internationally, a service quality assurance team conducts regular surveys in every KFC restaurant in every country. The evaluation is mainly attributed by the aspects of CHAMPS including cleanliness, hospitality, accuracy, maintenance, product quality standard and speed of service. This is to evaluate the customers experience whether they are satisfied or not with the products and services. In Mauritius, KFC has already executed the theory of service quality and conduct survey regarding the services locally. A Hazard Analysis Critical Control Point (HACCP) program is implemented in order to identify, evaluate and control any physical and environmental hazards in the work place. KFC restaurants in Mauritius are constantly checked through internal audits and checks by the parent company with the aspects of CHAMPS. KFC has its own training center recognized by the franchisor for their staffs and also have achieved National Quality Award. The most significant policy of KFC is evaluating the customers experience with KFC restaurants, whether they are satisfied or not with the products and services, and they can also put their comments and suggestions for further improvements of the products and services of KFC. Today for Mauritians, KFC restaurants has become the preferred eating spots, living and amusement spots for the families and young people especially. 5.0 Conclusion The literature review shows some general agreement by writers that the concept of service quality is an antecedent of customer satisfaction and retention. High service quality will obviously lead to high levels of customer satisfaction and result in customer retention. Finally, the SERVQUAL Model was established as a widely used and reliable method of measuring service quality.

The causes and effects of the stock crashes Essay -- essays papers

The causes and effects of the stock crashes Almost 75 years and almost 20 years ago, there were huge crashes in New York. These crashes caused an uproar throughout the nation. Number of people died, billions of dollars lost and damaged lots of lives. Those crashes had been called most severe of the 20th century. Those crashes are symbolized as Black Days. Well, you might think that those crashes could be car crashes or plane crashes or train crashes. You might also think that if nation could have lost billions of dollars and lots of lives, those could be car or plane or train crashes. But as you thought, those were not car or plane or train crashes 75 and 20 years ago. The reasons were different than what you are thinking. The main reasons to lost billions of dollars, lost precious lives and lots of damages to the nation were the Stock Market Crashes. On Thursday October 24, 1929 and on Monday October 19, 1987, there was a crash of stock prices on New York stock Exchange. It was a huge crash of stock prices in a single day. Billions of dollars and a number of precious lives were lost. But what we particularly think about Stock Crashes and how does it affect to common lives. The stock markets crashes and its affects are interrelated. The term stock crash came in to English Dictionary around 200 years ago. There was a first stock market crash in the history of economy and in early industrialization era, in the year 1878. It occurred in Wall Street and followed by huge opposition of stock system. But, if we define stock crash, it is a devaluation of stocks or shares of different industries since their price on the vary day. The devaluation of stocks may goes down from 1% to 50 %. It depends on the time and the parameters. And also we need to know what is the stock market. The Stock Market is a place of commerce where people can come and buy or sell parts of companies called "stocks" or "shares". For example, if you wanted to buy 30 shares of "Hevini Enterprise’s stock for $5.00 a share, you spend $150.00. Then you sell 20 shares to your friend Joe at $20.00 a share. That means that you make a net income of $250. This is the reason that the Stock Market is so popular with investors. This is how investors make their money. A stock is a certificate of a share of ownership in a business corporation, entitling it's owner to dividends, that i... ...before. People jumped from buildings to death. That was the Great Depression. World wide economic crisis has been raised following the New York Stock market crash in 1929. The stock market crash symbolizes the superficiality and greed of industrialization. It is caused by the thousands of people and it does affect millions of people. The crash teaches people to stop taking great risks and living carefree lives and be more responsible. The crashes break the nerves of economy and the nation. Following crash nation may lose all its economical growth and financial stability. So, Stock market crash is as danger as one might not think. Crash can be deadly like other disaster. It damages economy, thousands of lives and the it does affect psychologically. Bibliography: Works Cited â€Å"Analytical essay on the 1920’s† , January 21, 2000. Babson, John.† Stock Prices break on a dark prophecy†. New York Times. Friday September 6, 1929, page1, Col. 7. â€Å"Key events: Black Monday crash of 1987 Rocks Stock Markets† http://www.facts.com/cd/v00066.htm >, January 14, 2000. â€Å"The 1987 Stock Market crash†, January 14, 2000. â€Å" The 1929 Stock Market crash†. January 14, 2000.

Obama Health Care Legislation Essay

The Obama health care legislation known as the Affordable Care Act (also known as Obamacare) has received mixed reviews over the last couple years. On March 23, 2010, President Obama signed the Affordable Care Act into law, putting in place comprehensive reforms that improve access to affordable health coverage for everyone and protect consumers from abusive insurance company. Obamacare is beneficial despite its downfalls, being that it provides healthcare, promote health, and control cost. Many people believe Obamacare can cause problems with quality of service provided and many other issues, because of misinformation obtained from the press. The new health reform law provides security to the hardworking citizens of the United States. Concerning those who have health care, the process shall be a lot smoother, meaning a lower premium. According, to the bill’s regulations, health care holders will not be discriminated against base on pre-existed condition. For instance, now when my grandma is sick, she will not have to be drop, because insurance companies will fear the fact of having to spend to much money. Knowing that insurance providers are only interested in making profits, the bill will target them the most. Advantage of the Obama health care plan in this situation is the elimination of out of pocket expenses, which are due to unexpected sickness, so people don’t go broke after a serious illness. Obamacare holds insurance companies accountable, gives access to healthcare for everyone and lowers health care costs. It gives Americans more freedom and control in their health care choices and improves the quality of care. With Obamacare, insurance agencies cannot create limits on care and the yearly limits will no longer exist in a couple of years. More than 5.1 million people on Medicare have saved over $3.1 billion on prescription drugs. In every state and for the first time ever, insurance companies must justify their action s if they want to raise rates by 10% or more. Also more states have the authority to reject unreasonable  premium increases. President Obama has stated on several occasions that the new health legislation would start out slow but should pick up over time to compensate for the initial loss. Obamacare is aimed primarily at decreasing the number of uninsured Americans and reducing the overall costs of health care. The law is a great advantage for the people of the country, the cost preventives care because now health-care has become more affordable. The success is achieved due to numerous reforms and mechanisms, like subsidies, and tax credits. And as I stated before the law is very important, because the sphere of medical care is extremely expensive in the whole world, and exists like a privilege of rich people. Obamacare gives a possibility to achieve proper medical care for everyone. The law is a good example for other countries of the world, which should strive to support their citizens and care of their health.

E-waste management practices Essay

Electronic technology is a cornerstone of modern society. It plays an important role in our daily lives. Increasingly throughout the world, electronic technology has become a staple in daily living. From communication, harnessing resources, to obtaining and sharing knowledge, electronic equipment plays a crucial role in the basic function of society. However, as electronic equipment grows in number due to the advancement of technology, so does electronic wastes. E-Waste refers to electronic products nearing the end of their useful life which includes computers, printers, scanners, or any electronic products. Today, the world has been embracing the age of technological changes. Such changes are adopted by various business establishments particularly Internet Cafes; leading them in replacing obsolete electronic equipments to newer ones, creating large tons of e-wastes, which in turn demands the challenge of having a proper e-waste management. For instance, sixty percent (60%) of people interviewed in Congo, particularly internet cafà © staff and owners, said that they did not know that ewaste has negative effects on health and the environment. Due to the lack of policy on management of this category of waste, people tend to mix ewaste with regular garbage and throw it in public bins. The waste is mixed up and taken to the landfill without any pre-sorting (Niombo, 2010). Internet Cafes should have a special collection system, and a management option to handle these wastes properly for a sustainable development. Without adequate e-waste management, potential threats to health will occur and may threaten ecological balance. To combat the issue, a study is conducted pertaining to E-waste Management Practices among Internet Cafes in the City of Dumaguete. This study would determine the e-waste management practiced by internet cafes and the information will be utilize in extracting valuable lessons from the study in order to improve the effectiveness of the practiced e-waste management methods on Internet cafes. From the outcome of this study, a better way of management would be developed, a systematic management would be made and would be adopted in which it would lessen their burden by providing guidelines that includes recycling process, the application of 3R’s, Reduce, Reuse & Recycle which are stipulated & highly stressed in this research. It will also be used as the basis in creating an E-Waste Tracking System that will be implemented on respective Internet Cafes in the City of Dumaguete. Review of Related Literature, Studies or Systems Review of Related Literature This section contains background information and concepts that explains the existence of the problem and the possible connection between certain factors involved in the study. This would help the researchers identify and define issues that justify the need of studying the problem. This includes the definition of e-waste and its related issues that explain the existence of a proper e-wastes management. This also includes the e-waste management by different countries. But before going though e-waste management, there should be understanding pertaining to e-wastes. Electronic waste, or e-waste, is a term for electronic products that have become unwanted, non-working or obsolete, and have essentially reached the end of their useful life. Because technology advances at such a high rate, many electronic devices become â€Å"trash† after a few short years of use. In fact, whole categories of old electronic items contribute to e-waste such as VCRs being replaced by DVD players, and DVD players being replaced by blu-ray players. E-waste is created from anything electronic: computers, TVs, monitors, cell phones, PDAs, VCRs, CD players, fax machines, printers, etc. Additionally, e-waste is any refuse created by discarded electronic devices and components as well as substances involved in their manufacture or use (Rouse, 2007). According to Johri (2008), E-waste is one of the fastest growing waste streams in the world. Some of the notable items under this category include personal computers, mobile phones. The technical innovations and rapid change in the models of these entities have generated huge quantum of wastes. With increasing level of penetration, supplemented by high rate of these equipments, the generation of electronic wastes is expected to rise. Kishore (2010) affirmed that the quantity of â€Å"e-waste† or electronic waste has now become a major problem. Disposal of e-waste is an emerging global environmental and public health issue, as this waste has become the most rapidly growing segment of the formal municipal waste stream in the world. Sales of electronic products, most notable information technology and telecom (IT) equipment have steadily increased over the past twenty years (Brown-West, 2010). Salleh (2013) revealed that the director of the Croucher Institute for Environmental Sciences, Professor Wong said that â€Å"he would call e-wastes as a global time bomb, referring to the growing pile of waste produced by old mobile phones, computers and other electronic devices. As much as 50 million tons of hazardous e-waste is being produced a year and only a small fraction of this is safely disposed. In a personal computer, for example, there may be lead in the cathode ray tube (CRT) and soldering compound, mercury in switches and housing, and cobalt in steel components, among other equally toxic substances (Rouse, 2007). In many instances, the only visible part of an electronic product is its outer shell. Unless that casing is broken, we rarely see the myriad circuit boards, wiring and electrical connections that make the device actually function. But it’s those inner mechanical organs that are so valuable and so toxic. A whole bouquet of heavy metals, semimetals and other chemical compounds lurk inside your seemingly innocent laptop or TV. E-waste dangers stem from ingredients such as lead, mercury, arsenic, cadmium, copper, beryllium, barium, chromium, nickel, zinc, silver and gold. Many of these elements are used in circuit boards and comprise electrical parts such as computer chips, monitors and wiring. Also, many electrical products include various flame-retardant chemicals that might pose potential health risks. Arsenic may disrupt cell communication and interfere with the triggers that cause cells to grow, possibly contributing to cardiovascular disease, cancer and diabetes if someone is exposed in chronic, low doses. (Toothman, 2001). With these issues pertaining to e-wastes, particularly on health, there is a pressing need to address ewaste management. The unsafe and environmentally risky practices adopted poses great risks to health and environment (Shiga, 2007). E-Waste management provides guidelines for selecting the most environmentally desired methods for managing a waste stream. E-waste collection programs need guidelines to assure that products are managed in a way that protects public health and the environment and conserves valuable resources. The best option for dealing with E wastes is to reduce the volume. Designers should ensure that the product is built for re-use, repair and/or upgradeability. Stress should be laid on use of less toxic, easily recoverable and recyclable materials which can be taken back for refurbishment, remanufacturing, disassembly and reuse. Recycling and reuse of material are the next level of potential options to reduce e-waste.(Recovery of metals, plastic, glass and other materials reduces the magnitude of e-waste. These options have a potential to conserve the energy a nd keep the environment free of toxic material that would otherwise have been released (Joseph ,2007). E-Waste issues needs special policies with strict enforcement taking into account its special nature. These policies need to address collection, processing, disposal and recycling of ewaste. These policies also need to target education and public awareness about the dangers of ewaste for a better understanding of how to dispose of it, due to a general ignorance of its problems Skills transference should also be promoted and practical proposals created to deal with old technology once it reaches its end of life. Legal measures should therefore be accompanied by capacity development programmes. Government and development partners need to develop a clear national policy for the collection and management of ewaste, encourage private investment in recycling that takes into account both environmental and human health, implement programmes to educate the public about ewaste management. Civil society needs to develop projects to raise awareness about recycling and the dangers of ewaste (Burrell, 2012). Actions to be generated are arranged into three main categories: first, a management program to help properly manage e-wastes; second, education and research to help further the knowledge of e-waste management and build upon the knowledge gained through the management program to create national policy for e-waste; and finally, a project core to provide guidance and unity of the entire e-waste project. According to a report put out by the United Nations Environmental Programme (UNEP) entitled â€Å"Solving the E-waste Problem†, the main steps in the recycling chain of proper management include Collection; Sorting/Dismantling and Pre-processing (includes sorting, dismantling, and mechanical treatment which can utilize high-tech or low-tech processes); End-Processing (includes refining and disposal).The effectiveness of the entire recycling chain depends on each step and how well the interfaces between steps are managed. (Utkucan, 2010). Prior to E-waste Management, â€Å"many of e-waste could be a new electronic item is purchased and after some time it becomes obsolete. Four options are then available to the owner of the equipment. It could be reused – possibly resold or reassigned to another user. Second, the original owner could store it. Third, it could be recycled, or fourth, the equipment could be landï ¬ lled. Recycle and landï ¬ ll are the end points† (Peralta, 2006). Several countries have their way of managing these e-wastes. According to Babington (2010), the Department of Environment (DOE) in Malaysia has placed 309 recycle bins to collect used hand pones and its accessories in various locations such as supermarkets, universities, government offices, but majority of the residence are yet to comply due to limited awareness. Subsequently, Department of Environment (DOE) have encouraged the establishment of e-waste recycling facilities by private sector and since then 141 recycling facilities have been licensed by DOE. The need for e-waste recyclers at different MRF and DOE to champion e-waste management cannot be over emphasized. In China, 88.843 million tons of recyclable waste were traded and recycled at a total value of 34.85 billion USD (Asiimwe, E.N. n.d.). In 2008, an e-Waste Association of South Africa (eWASA) was established to help establish an sustainable environmentally sound e-waste management system for the country (Waste management world, 2013). Land filling is the predominant by means of disposal of MSW now in China with approximately 90% of China’s total MSW is disposed of in sanitary and simple landfills (Dong, 2011). The city of Guiyu with its surrounding towns in the Guangdong, a region of China is the largest E-waste recycling site in the world. Recycling has been occurring since 1995. Guiyu has a population of 150,000, most of which are immigrants. Nearly 80% of families have members who have engaged in E-waste recycling operations (Robinson, 2009). Moreover, all the recycling is being carried out by the informal sector. It is estimated that 120,000 urban poor from the informal sector are involved in the recycling trade chain in Dhaka city. 15% of the total e-waste generated in Dhaka (mainly inorganic) equates to 475 tons recycled daily. Of this amount, only 20% to 35% is recycled, while the remainder is disposed of in landfills, rivers, ponds, drains, lakes and open spaces (Hossain, 2009). On the other hand, Mexico has ratified the Basel Convention. UNEP cited Mexico as a country with great potential to introduce state-of-the-art e-waste recycling technologies because of its small informal-waste sector. In 2006, in cooperation with the US State of California, one of the few state-of-the-art electronic recycling facilities in Latin America was installed in Monterrey, the first major electronic recycling operation in Mexico. Additionally, In Serbia, waste management infrastructure is seriously underdeveloped, with few regulated landfills. Large amounts of e-waste are being stored in warehouses and homes. There is also an active informal sector, consisting mainly of disadvantaged people such as the Roma. In general, collectors have low interest in e-waste due to its complexity and the lack of potential buyers; as a result, their top priorities include paper, plastic and scrap metals. However, there are highly unorganized, informal e-waste recyclers who use rudimentary techniques such as burning cables to extract copper. These practices are unregulated, with no employment contracts (Lundgren, 2012). Above All, different countries have their way of managing their e-waste; basically comprising from the informal and the formal sector. In view of the issues caused by e-wastes, a proper e-waste management is a great challenge especially to those places that are not aware of the hazards of those wastes. There must be an implementation plan and regulated policies reading the disposal of e-wastes. With all mentioned practices in various places, recycling is the most commonly practiced by various places. Furthermore, regulations should be designed in conjunction with the establishment of formal recycling infrastructure, or any collection system towards a better e-waste management to ensure the safety and protection from threats posed by these e-wastes. Review of Related Systems This contains related studies conducted by different researchers and development of e-waste tracking systems to keep track the generation of e-wastes. This includes concepts about E-Waste Tracking systems developed by different countries in order to track the generation of e-wastes. As instance, Switzerland, the first electronic waste recycling system was implemented in 1991, beginning with collection of old computer monitors; over the years, all other electric and electronic devices were gradually added to the system. The opportunity is to find better ways to manage our used and end-of-life electronics and avoid them ending up in landfills, and that is though e-waste management (Lanyard, 2000). Electronic Recyclers International (ERI) has launched a new tracking and transparency system that gives customers complete real-time access to the status of their organizational recycling efforts, the company says. The MyTrackTech software gives organizations that recycle their electronic waste through ERI up-to-the-minute access to their accounts and allows them to schedule shipments, review reports, and customize their recycling tracking. The MyTrackTech software is the first comprehensive customer access portal of its kind in the industry (Shegerian, 2012). Department of Heritage and Protection (DHP) are developing a tracking system that an effective waste tracking system will be able to provide EHP with all prescribed information required by schedule 2 of the Waste Regulation. The information from any one waste handler should be able to be provided to EHP in batches. The system must also be able to provide EHP with proof (equivalent to a signature on a form) that the information has been authorized by an appropriate person. Such authorization may include the use of a particular header for the data or a private key or password/code word (Department of Heritage and Protection, 2010). In the article â€Å"A Global Pinball Game: Tracking E-Waste† that there are two common fates for old electronics, recycling or reuse. To track the reuse stream, the team collaborated with World Computer Exchange, World Teach and the Peace Corps, which all send outdated computers to countries the developing world. Forty donated netbooks were equipped with tracking software and labeled with stickers announcing that they recording their whereabouts. After arriving at their destinations, the computers send out location updates and snapshots of their surroundings every 20 minutes. With this data, the team is able to create a real-time visual narrative of these computers’ second lives in classrooms in Nepal and public libraries in Kenya. â€Å"For the first time, you can actually see where your old laptop ends up and who is benefiting on a day-to-day basis from your donation (Foster, 2011). Environmental Protection Agency (EPA) collaborates with the United Nations University – Solving the E-waste Problem Initiative (StEP) to jointly address the e-waste problem in developing countries. EPA and StEP signed a cooperative agreement on this topic in November 2010. EPA and StEP are working collaboratively on developing a system for tracking global flows of e-waste, strengthening Ethiopia’s efforts to manage e-waste and engaging with China on e-waste management practices (Adrian, 2003). There are many related systems that are being developed in order to keep track of the flow of e-wastes coming from different sources. An e-waste management system should be implemented to avoid risks towards our health and environment. One way of having a proper e-waste management is the creation of an e-waste tracking system that provide users to keep track of the e-wastes disposed by Internet cafes in the City of Dumaguete. THE PROBLEM Statement of the problem This research aims to analyze issues regarding e-wastes, study the e-waste management strategies practiced by Internet Cafes and use the information in order to develop a better way of managing e-wastes in an environmentally manner. This study tries to answer the questions: 1. What is the demographic profile of Internet Cafes in terms of: a. Services offered; b. Number of Computers; c. Years of operation; d. Location; e. No. of personnel; and f. No. of Customers per day? 2. How often do Internet Cafes replace their electronic equipments? 3. What type of electronic equipments that are usually disposed by Internet Cafes? 4. Where do Internet Cafes usually dispose their electronic wastes? 5. What is the current e-waste management practiced by Internet Cafes? Hypothesis H0: Internet Cafes should have an e-waste management in terms of proper e-waste disposal; where and how should these e-wastes be disposed in an environmentally manner. Technical Background and Project Description E-Waste Management Practices among the City of Dumaguete is a research study about the mode/method of management of Internet cafes pertaining to their e-wastes. In order fully achieve the aims of the study, researchers first defined the design concept of the study which incorporates the conceptual framework on the methods undergone by researchers in the research process; from the defining the requirements towards the outcome of the study. The resulting outcome would be beneficial towards the implementation of a sustainable e-waste management. This also includes the approach used by researchers in fulfilling the said framework. Design Concept Figure1. Conceptual Framework Figure 1 illustrates the design concept of developing the study showing a conceptual framework; from the inputs, approach used and the outcome towards the development of the study on E-Waste Management Practices. With that occurrence, a study on e-waste management practices is conducted to aid businesses in the City of Dumaguete that would give those ideas on how to manage e-wastes in an appropriate and best way to manage them. The presentation of the conceptual framework of this study shown in Figure 1 is formulated towards the fulfillment of achieving the result; an e-waste management practices among Internet cafes in the City of Dumaguete. The Input variables includes demographic profile of the business in terms of services offered, number of computers used, years of operation, the location of the internet cafà ©, no. of personnel, no. of customers per day, frequency of replacing electronic equipments, type of electronic equipments usually disposed by internet cafes, location to where internet cafes usually dispose their e-wastes and the current e-waste management strategy practiced by internet cafes. The Input variables are passed through a task of performing operations called the a process. These data will be utilized on the development of the study. Information will then be evaluated through agile method. This method involves the initial planning, identifying the requirements, analysis and design, implementation, testing and evaluation. After executing the task of processing those input variables, an output is made. After the process, a result is formulated, a study on e-waste entitled â€Å"E-Waste Management among Internet Cafes in the City of Dumaguete†. Design Method Figure2. Agile Method Figure 2 illustrates a method used by researchers in the development of the study. It shows an agile method used by researchers. Agile Method is a practice-based methodology for modeling and documentation of software-based systems. This would include collection of practices – guided by principles and values – that are meant to be applied by software professionals on a day-to-day basis. It is intended to be a collection of values, principles, and practices for modeling software that can be applied on a software development project in a more flexible manner than traditional modeling methods. These are the methods that will be used throughout the research study for obtaining the e-waste management practices among Internet cafes in the City of Dumaguete. It starts with the initial planning. The researchers do the initial planning. In the planning phase, researchers identifies the requirements of the planned research study, thus, researchers come up with an idea of having an E-Waste Management study of E-wastes among Internet Cafes in Dumaguete City. The next method is the analysis and design. Here, researchers analyze the existence of problems pertaining to E-waste. With the results of the analysis, researchers would be creating a strategic plan based on the design concept of having such study. A strategic plan that would be implemented within the City of Dumaguete towards Internet Cafes. Next method is the implementation of the strategic plan. From the results of a survey, researchers determine the best practices on how to manage e-wastes in an environmentally manner. Thus, minimizing the threats of these e-wastes. Lastly, researchers evaluates such study whether this research is effective enough in getting rid of the hazardous effects of e-wastes and the burden of having large tons of e-wastes on some Internet Cafes, which would enable researchers to achieve their aim of this study entitled â€Å"E-waste Management practices among Internet Cafes in the City of Dumaguete.† SIGNIFICANCE OF THE STUDY This study will be beneficial because its implementation can be an opportunity in creating economically and environmentally sustainable businesses among the licensed Internet Cafes in the City of Dumaguete. To the City of Dumaguete: This study will help to promote healthy and safety environment by giving Dumaguetenians self-awareness of how important it is to dispose their electronic-wastes properly. Thus, by doing this, it contributes to energy efficiency, conservation of resources and economic growth. To the Internet Cafà © Business Owners: This study will be helpful in optimizing eco-efficiency of managing the proper disposal of their electronic wastes while maintaining the productivity of its businesses. This is very important in the sense that it provides ideas on understanding about the management of end-of-life electronic wastes, which includes their proper management through proper disposal, 3R’s, correct extraction, incinerations and others. To the Information Technology Students: This study will give benefit for them in their future studies with regards to E-waste Management. It will serve as guide references for their future studies and will give further information regarding E-waste Management. To the Researchers: This study is very essential towards researchers for their fulfillment in developing an proper E-Waste Management for further implementation towards Dumaguete Internet Cafes, which would basically give them ideas about the best practices to be done towards e-wastes and use these as a basis in creating an E-Waste Tracking System in the second semester, thus, achieving the aim of their study. QUESTIONNAIRES: Respondents: Internet Cafes in the City of Dumaguete. Instruction: Please fill up the following what is being asked. Part I: Business Profile Business Name: _____________________________________________ Owner:____________________________________________________ Address: __________________________________________________ Instruction: Please check the box that corresponds to your answer. Part II: E-Waste Management Practices I. A. What are the services offered by your business establishment? Scanning Printing Gaming Research Station Photocopying Others, please specify: __________________________ B. How many computers are used by the business? 10 20 30 35 40 Others, please specify: __________________________ C. How many years have you been operating your internet cafe? 2 3 4 5 Others, please specify: __________________________ D. Where does your internet cafà © situated? Near the highway Near the school Near the church Near the city hall Far from the city within a very crowded place Others, please specify: __________________________ E. How many attendants or personnel do you have? less than 5 less than 10 15 and above Others, please specify: __________________________ F. What is the minimum number of customers that you cater everyday? less than 10 Less than 20 Less than 15 Less than 20 Less than 30 40 and above Others, please specify: __________________________ II. How frequent do you dispose your e-wastes in a year? Once Twice Thrice Others, please specify: __________________________ III. What type of electronic equipments do you usually dispose? Monitor CPU Mouse Speaker Headset Keyboard Printers Scanners Others, please specify: __________________________ IV. Where do you dispose your electronic wastes? Landfills At home Near the cafà © Burning holes Junkshops Others, please specify: __________________________ V. What is your current management strategy pertaining to your e-wastes? Sell to Junkshops Dispose to landfills Store them to storage areas Recycle them Donate to E-waste Processing Centers Others, please specify: _______________________________________ REFERENCES: Adrian, S. (2013, May 13).Cleaning Up Electronic Waste (E-Waste).Retrieved from http://www.epa.gov/international/toxics/ewaste/index-cb.html. Last Updated: May 2013. Asiimwe, E.N. (n.d).E-waste Management in East African Community. 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