Research Articles Base: Research Methodology

Using the proposal, how does growing up as an adolescent in a violent environment make you become cruel to animals? Identify and discuss how phenomenology would be applicable to your research

Using the proposal, how does growing up as an adolescent in a violent environment make you become cruel to animals? Identify and discuss how phenomenology would be applicable to your research     Ideally, one assumption can be that, upon growing up as an adolescent in a violent environment can possibly make me cruel to animals because of the fact that, the environment I’m a part is a violent environment and that experience can be the best teacher for me, adopting negative ways, and bad habits leading myself into doing cruel things to animals. But not all cases are with sane reason, it depends on how experience contribute to the situation, another it can be that the person was being bitten by animal when he was still a child for example, bitten by a dog have resulted cruelty to animals as one visible attitude of the person. Then, some are linked to research and its underlying processes. Moreover, the essence of phenomenology strikes into the situation as there integrate actual experience of the individual, recognizing how he interacts to the things around him and how these things have responded and vice versa. There is phenomenological influence, having an opinion that certain phenomenological perspective can provide adequate frame of reference. Aside, cruelty comes in as a result of experimental domain, and using animals as a subject of the study. The applicability of phenomenology into research are known accordingly in lieu to research approach and principles as there should be understood that diverse matter of looking the research matter and methods from determining that such scientific criteria are not needed and may assume communication issues to the behavior complex of the person. Furthermore, phenomenology speaks from within the perspective of one’s own composition, the description of problems are being indicated and there attempt of doing research on such phenomena basis. There is possibility to conduct clear experimentation into the framework of phenomenological research even though the execution of rigor will have to be examined. Research applicability of phenomenology are with specific challenge, allowing in articulating certain praxis of phenomenological study, being able to conceive innovative processes upon achieving the phenomena, from within theory centered obligation. Positivism towards research is achievable through applying phenomenology  as there grows from natural science and technology, the awareness of research matter is present in distinct and enough ways. There will be recognition of the universal description role within research grounds into transcending phenomenological time and that design are useful to have clear picture of the situation in research.   Visit a web site and, using readings under-mentioned, construct a brief analysis of what you find. Your tasks are to identify websites containing phenomenological themes. Look for patterns or words that repeat as well. Try to ascertain what the content of the web site tells us about the subject or people involved in the construction of these sites     From the Stanford Encyclopedia of Philosophy site, phenomenology is comprehensively discussed and analysed as there astounds to the central structure of an experience is its intentionality as by the virtue of its content or meaning, the word phenomena is used many times also indicated in some other sites of similar themes. As well as the word ‘experience’, denoting that phenomenology study are formed into the conscious perceptions. The known fact of discipline is visible from within the contemporary purview as the structure of these forms of experience have the directedness of experience toward things in the world, the property of consciousness that it is consciousness of or about something. ‘Phenomenology then leads into analyses of conditions of the possibility of intentionality, conditions involving motor skills and habits, background social practices, and often language, with its special place in human affairs’. There is about epistemology as phenomenology claims to achieve knowledge about the nature of consciousness, by means of intuition. There is about logic as there explicates the intentional or semantic force of ideal meanings, and propositional meanings are central to logical theory. Another, ontology leading into the mind and body problem as well as ethics from within ethical processes, the above discussions will help the researcher form a better organization and structure of his research study complete with empirical grounds and assimilation. Therefore, how a person understand certain theory, for instance the mind theory can be essential to the level of intentionality, semantics of thought and experience forming the very heart of phenomenology.   Citation Smith, David Woodruff (2008),  ‘Phenomenology’. Stanford Encyclopedia of Philosophy http://plato.stanford.edu/entries/phenomenology/   There can be other website pointing towards themes about phenomenology, it can be noted that, “phenomenology and research methodology for information behaviour research” as noted by Professor Wilson, TD from the works of  Schutz, Alfred. There explores about phenomenological sociology. There has been general assumption towards methods principles as there will be about research from discussions and analyses as being posted and the methods were being discussed from the foundation of knowledge. The most repeated words can deal with ‘phenomenology’ and the most repeated pattern can pertain to ‘phenomenological research’ , as there aims to experience consciousness upon seeking to understand how persons construct meaning and there is intersubjectivity notions. The content of the web site are telling the researcher about existence from where it can point out that several emphasis is on understanding person’s experience from within problematic situation. Daniels (2000), asserted that, “the people in question tell their own story, in their own terms. So “fidelity to the phenomenon as it is lived” means apprehending and understanding it in the lived context of the person living through the situation”. Thus, when speaking to phenomenology, methods are widely used, and put into consideration as Creswell (2006), have implied to the inquiry of research method as known. Thus, the website have discussed about interpreting methods as realized into the research process, the need to recognize ideal types of phenomenological research from analyzing questions to guide research mode.   Daniels, V. (2002), Lecture on phenomenology. Rhonert Park, CA: Sonoma State University, available at: <http://www.sonoma.edu/people/daniels/phenomlect.html> [Accessed 28th December 2001]   Citation Professor Wilson, TD (2002), Alfred Schutz, phenomenology and research methodology for information behaviour research http://informationr.net/tdw/publ/papers/schutz02.html There is understanding of narrative accounts and qualitative interview methods as appropriate to phenomenological data. Indeed, qualitative inquiry and analysis are found like, upon using the SPSS tool. Phenomenology demand certain nature of human experience and the meaning that people attach to experiences. The qualitative methods are determined as there agreed notion of phenomenology creation as used to guide researchers in having appropriate choice of methods in research. For Creswell (2006, in chapters 4, 5 and 9), there is about phenomenon, there focus on narrative research, linking to the human experience noting how and why it has been. The websites with phenomenological themes do provide researchers a useful insight towards the importance of experience recognition and acceptance and that consciousness transforms a better method for research through phenomenological standpoints respectively.     Citation Creswell, J. (2006), In Qualitative inquiry and research design: Choosing among five approaches. Sage, Thousand Oaks, CA Sage Publications, Inc; 2nd edition (December 20, 2006) Chapters 4, 5, 9 Credit:ivythesis.typepad.com

Using the proposal, how does growing up as an adolescent in a violent environment make you become cruel to animals? Identify and discuss how phenomenology would be applicable to your research

Using the proposal, how does growing up as an adolescent in a violent environment make you become cruel to animals? Identify and discu...

Impact of culture to tourism development in Masaai Mara Kenya research proposal

Impact of culture to tourism development in Masaai Mara Kenya     Overview The continued plight of tourist in Masaari Mara in the Southern district of Kenya had continuously threatened initiatives for wildlife conservation. Loss of wildlife habitat is taking its toll because of the increasing population of tourists who basically wants to have a close contact with Kenya’s natural environment. Onyeanusi (1986, as cited in Bhandari, 1999) long warned that constant interest in tourism development in the place will jeopradise natural vegetation especially in parks. Van der Zee (1992) also advises that the increased mobility and participation in recreational activities does not only threaten the nature but the quality of recreation itself.   Bhandari (1999) noted, on the other hand, that nature, culture, environment and development are intertwining elements hence the goal is to seek a balance among these elements. For him, nature and culture in particular have history that implicates the customs, norms, behaviour and values of the society and which are also directly related to nature. Bhandari (1999) argued that the cultural heritage of Kenya is based on nature. Tourism development, nonetheless, is an inherent social phenomenon which is tied with the wilderness of nature as well.     Statement of the problem It is in this sense that the ethical concerns related to conservation of natural resources with the ongoing tourism development in Kenya are being raised. Simply, a cultural heritage as well as customers and traditions could be used, misused, abused and even exploited if there is no effective and sustainable tourism development scheme in place. As such, tourism development in Masaari Mara should uphold not just the conservation of nature but also the preservation of culture. The issue now is how culture impacts the tourism development in the place. Does culture dictates the developments in tourism in Masaari Mara or is it the other way around wherein the cultural heritage is being jeopardised all in the name of hard currencies?   Another question that will be addressed in this study centers on how the tourist inflow affects the conservation strategies that the local authorities of Masaari Mara are implementing. The nature-people interaction is a processual and inherently problematic which could lead in the negative impact of tourism in the place. To wit, the general purpose of this research is to analyse how culture contributes or detriments the tourism development in Masaari Mara. Specifically, it will seek to address the objective of evaluating how local authorities manage the cultural diversity with reference to tourism development.         Research methodology The research will utilise a descriptive method. As a descriptive research, the paper will present facts that concern that nature and status of the situation. The study could describe present conditions, events or systems based on the impressions or reactions of the respondents of the research (Creswell 1994) as well. The relationships and practices that exist, the beliefs and processes that are ongoing, the effects that are being felt or the trends that are developing could be also explore in descriptive researches (Best 1970).   In this study, primary and secondary research will be both incorporated. The reason for this is to be able to provide adequate discussion for the readers that will help them understand more about the issue and the different variables that involve with it. The primary data for the study will be represented by the survey results that will be acquired from the respondents. On the other hand, the literature reviews to be presented in the second chapter of the study will represent the secondary data of the study. The secondary sources of data will come from published articles from journals, magazines and newspapers, theses and related studies, books and the Internet.         References Bhandari, M P 1999, Tourism Raised Problems in Masai Mara National Park Narok, Kenya,   Van der Zeem, D 1992, Recreation Studied From Above, Airphoto Interpretation as input into Land Evaluation For Recreation, ITC, Publication, no-12.   Credit:ivythesis.typepad.com

Impact of culture to tourism development in Masaai Mara Kenya research proposal

Impact of culture to tourism development in Masaai Mara Kenya Overview The continued plight of tourist in Masaari Mara in the Sou...

Customer strategy/customer service in Lloyd’s TSB : A case study

Customer Service in Lloyds TSB               In order to provide a foundation for the paper, let us first differentiate the qualitative research with the quantitative research. The quantitative paradigm is based on positivism which takes scientific explanation to be nomethetic (i.e. based on universal laws). Its main aims are to measure the social world. To test hypotheses and to predict and control human behavior (Newman and Benz 1998). Quantitative research is based on the assumption that the world can be investigated using scientific method and that there is an independent reality. Quantitative research is based on the belief that measurable influences (independent variables) affect measurable outcomes (dependent variables) in a cause-effect manner. Quantitative research is generally conducted in a controlled environment, such as laboratories, or using anonymous data such as statistics collected through surveys, questionnaires, structured interviews or tests. Quantitative studies are studies in which the data can be analyzed using conventional statistical methods (Peat 2001). As its name implies, quantitative research is concerned with quantities – how to measure phenomena and how to express those measurement. A researcher who takes a quantitative approach to investigating a topic aims to learn more about it. Taking a quantitative approach to research implies asking questions about the phenomena that can be counted. Researchers who take a quantitative approach often work within positivism, as this paradigm frames the world as a collection of apparently independent phenomena to be counted, measured and otherwise catalogued as the prelude to deducing the rules or laws underlying them and giving them coherence (MacNaughton et al 2001).               On the other hand, the qualitative paradigm stems from antipositivistic, interpretative approach, is idiographic, thus holistic in nature, and the main aim is to understand social life and the meaning that people attach to everyday life (Peat 2001; Darlington and Scott 2002; Hansen 2006). According to Newman and Benz (1998) a qualitative research involves an interpretative, naturalistic approach of the subject matter. Qualitative research is about studying things in their natural settings. A researcher conducting qualitative research attempts to make sense of, or interpret, phenomena in terms of the meaning people bring to them. Qualitative research involves different methods of gathering and collecting of empirical materials such as case study personal experience, introspective, life story, interview, observational, historical, interactions, and visual texts. Qualitative research methods allow researchers to explore issues from the perspectives of the individuals directly involved in the experiences. In qualitative research, behaviors, understandings, actions and experiences are not measured using statistical analysis as in quantitative research (Devers 1999; Sofaer 1999). Instead, detailed written descriptions and explanations of the phenomena under investigation are produced. Qualitative methods are those that collect data in the form of talk, words, observations, visual images and documents.                Case study is a form of qualitative research. The case study approach, as an academic research, is widely used. The strength of a case study approach is that it is possible to handle several types of empirical material like documents, artifacts, interviews and observations. A case study is a specific instance that is frequently designed to illustrate a more general principle. The single instance is of a bounded system such as a class, a school, a community or an individual. It provides a unique example of real people in real situations, enabling readers to understand ideas more clearly than simply presenting them with abstract theories or principles. A case study can enable readers to understand how ideas and abstract principles can fit together. Case studies can penetrate situation in ways that are not always susceptible to numerical analysis. Case studies can establish cause and effect. One of their strengths is that they observe effects on real contexts, recognizing that context is a powerful determinant of both causes and effects. Contexts are unique and dynamic, hence case studies investigate and report the complex dynamic and unfolding integration of events, human relationships and other factors in a unique (Cohen et al., 2000, p. 181).             In archetypal form, the case-study strategy seeks to examine a single instance of some broader class of phenomena in order to generate a rich and complex understanding of it. Cases may be defined at any level of analysis from the individual and group to the organization, industry, economy, society and so on. By virtue of its aims, using this strategy often means engaging in a wide range of research methods such as interviews, questionnaires, observation, and the analysis of documentary records (Thomas 2004).   Advantages of the Case Study Approach             The case study is an excellent vehicle for research. It is a vehicle that is especially suited to small-scale research and may well appeal to a researcher carrying out an in-house research. Some advantages are the following: 1. It can be carried out by a single researcher. 2. It is relatively cheap and not dependent on expensive technology. 3. A case study will always generate empirical data and information. 4. It takes place in a natural setting within an actual organization (White 2002). 5. The results are more easily understood by a wide audience as they are frequently written in everyday, non-professional language. 6. They are immediately intelligible; they speak for themselves. 7. They catch unique features that may otherwise be lost in larger scale data; these unique features might hold the key to understanding the situation. 8. They are strong on reality. 9. They provide insights into other, similar situations and cases, thereby assisting interpretation of other similar cases. 10. They can be undertaken by a single researcher without needing a full research team. 11. They can embrace and build in unanticipated events and uncontrolled variables (Cohen et al., 2000, p. 184). Disadvantages of the Case Study Approach             With a case study approach there are a number of limitations as follows: 1. The results may not be generalizable except where other readers/researchers see their application. 2. They are not easily open to cross-checking, hence they may be selective, biased, personal and subjective. 3. They are prone to problems of observer bias, despite attempts made to address reflexivity (Cohen et al., 2000, p. 184). 4. With a single atypical case study, it is often difficult to separate out what is unique to the organization involved and what is common to similar organizations 5. Case studies can generate a lot of information, since each different method used produces its own findings (White 2002).               The paper will tackle customer service at Lloyds TSB, United Kingdom’s leading financial services providers. In this research, the researcher will be using secondary data in analyzing customer service at Lloyds TSB. Secondary data are data that have been collected for some other purpose. Secondary data can provide a useful source from which to answer the research question(s). Punch (1998) mentions several advantages of using existing data. Expenditure on obtaining data can be significantly reduced and data analysis can begin immediately, so saving time. Also, the quality of some data may be superior to anything the researcher could have created alone (Thomas, 2004, p. 191). On the other hand, the chosen research method also has several disadvantages. Data that have been gathered by others for their own purposes can be difficult to interpret when they are taken out of their original context. It is also much more difficult to appreciate the weak points in data that have been obtained by others. The data may be only partially relevant to the current research question (Thomas, 2004, p. 191).   Service Quality             Lloyds TSB is a financial organization that offers different financial services. As such, the organization is considered as a member of the service sector. Quality in services is completely different from quality in manufacturing. Quality in manufacturing rested on the resolution of tangible, visible, persistent issues while quality in service is directly measurable only in relation to the tangible aspects of the transaction. Service quality is intangible and instantaneous. It perishes with the completion of the transaction and cannot subsequently be verified or audited. It depends not on what actually happened but on how the parties to the transaction feel about what happened. The manufacturing models of quality cannot deal with the problem of service quality because they focus on the tangible, not the intangible, and quality is verified and audited after the event. Service quality cannot be verified after the event; it must be assured before hand (Beckford 2002).             By definition, services are intangible. The product that is a service or that component of the product that is a service cannot be seen, touched, or felt. As a deed, performance or action, a service is consumed as it is produced, such that the acts of production and consumption are inseparable. Services are perishable, in that they cannot be inventoried or produced and stored for later use. Nor can they be produced without some level of customer interaction. Since services are produced and consumed in real time, they are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003).   Characteristics of Services Services as Intangible             Services are performances. Services cannot be seen but they can be experienced. The product is a process. Services are the result of value creating activities. The product being purchased is an experience and not a physical good (John 2003). In the hospitality industry for example, hotels provide the service of overnight stay as their core product. The customer does not take title to the room that is being rented. The hotel provides the use of the room for the duration of the time that the customer has paid for. Services are Consumed and Produced Simultaneously             The acts of production and consumption occur simultaneously in services. Services are produced and consumed in real time. There is a great deal of interaction before, during, and/or after the service between provider and customer. In services, the provider is part o the product. The personnel that the customer interacts with are a part of the product (John 2003). For example in a bank, the quality of service provided by the bank teller is a factor in customer satisfaction. The bank teller is part of the product. Services are Perishable             Since services cannot be produced and stored for later use, as physical products can, services are said to be perishable products (John 2003). For example in a restaurant setting, a waiter’s time or unproductive when he is not serving a customer. A bank’s customer service staff ready to handle customer enquiries is not producing a service unless there is a customer to serve. A vacant room perishes when a guest does not check-in within a given day. The factors of production such as labor, facilities, equipment, and billable time are the value-creating assets for the service provider. Services vary from Production to Production             Service products as experiences vary form one experience to the next, form customer to customer, as well as for the same customer from one occasion to the next. When there are several steps in the service process where the customer interacts with several different personnel of the service provider, there could be variation from one interaction to another (John 2003).   Lloyds TSB             Lloyds TSB is one of UK’s leading financial services providers. The operations of Lloyds TSB Group in the UK were conducted through over 2,000 branches of Lloyds TSB Bank, Lloyds TSB Scotland plc and Cheltenham and Gloucester plc at the end of December 2006. International business is conducted mainly in the US and continental Europe. Lloyds TSB Group’s services in these countries are offered largely through branches of Lloyds TSB Bank. Lloyds TSB Group also offers offshore banking facilities in a number of countries. Lloyds TSB Group’s activities are organized into three divisions: UK Retail Banking, Insurance and Investments and Wholesale and International Banking. Services provided by UK Retail Banking include the provision of banking and other financial services to personal customers, private banking and mortgages. Insurance and Investments offers life assurance, pensions and investment products, general insurance and fund management services. Wholesale and International Banking provides banking and related services for major UK and multinational companies, banks and financial institutions, and small and medium-sized UK businesses. It also provides asset finance and share registration services to personal and corporate customers, manages Lloyds TSB Group’s activities in financial markets through its treasury function and provides banking and financial services overseas (Lloyds TSB Annual Report 2006). UK Retail Banking             UK Retail Banking provides a wide range of banking and financial services through its diversified, propriety distribution network and highly recognized and well-regarded brands to some 16 million personal customers through 2,000 branches across the UK. UK Retail Banking is the largest personal current account bank with over 12 million current account customers, have the largest number of internet banking customers in the UK and operate 11 call centers, all in the UK. UK Retail Banking’s strategic priorities are to grow revenue from its existing customer base; expand its customer franchise; and continuously improve productivity and efficiency. UK Retail Banking’s strategy is customer centric with its vision being to help its customers succeed financially so that they reward the company with more of their business, stay with the company longer and recommend the company to others. Insurance and Investments             Insurance and Investments offers life assurance, pensions and investments products, general insurance and fund management services. The Scottish Widows brand is the main brand for new sales at Lloyds TSB group’s life, pensions, Open Ended Investment Companies and other long-term saving products. Lloyds TSB General Insurance is targeting growing share in chosen customer segments, developing key insurance partnerships, improving margins by better customer management and improving service and efficiency. Wholesale and International Banking             Lloyds TSB’s business within the Wholesale and International Banking area cover a broad scope, serving thousands of customers, ranging from start-ups and small enterprises to large organization and global corporations. Combining the respective strengths of some 3,000 people in Corporate Banking and Products and Markets, Corporate Markets plays an integral role in leveraging and expanding the customer franchise and building deep, long-lasting relationships with around 17,000 corporate customers. Making Wholesale and International Banking a great place for the company’s customers to bank is its number one priority. As a relationship bank, Lloyds TSB places its customers at the forefront of its vision and it strives with passion to meet the customers’ needs. Products and Services             The company offers a wide range of products and services for different types of customers. The products offered by the bank can include the following features: debit card, cheque guarantee, ATM functionality, overdraft, access cash machines, access to the account through telephone and internet banking, access to branch network etc. Markets             Lloyds TSB focuses on building competitive advantage in its competitor markets by seeking opportunities to consolidate its position in business where it is already strong, through a combination of organic growth and acquisitions, and by divesting businesses in markets where it is not a leader. Products and services are managed and coordinated from the main office. The sales force is consist of bank advisors, colleagues, and customer service representatives.   SWOT Analysis Strengths             One of the strengths of Lloyds TSB is its quality customer service. The company has a relationship focused strategy that serves as its greatest strength and a source of sustainable competitive advantage.  Through the high quality service that the staff renders to the customers, the company achieved high customer satisfaction and advocacy. The company is notable for its ability to build long-term relationships with its customers. The company has a strong customer focus and it continues to enhance product capabilities and to improve processing efficiency. Another strength is the company’s employees who are the source of competitive advantage for the company. The company through its investments on the training, development and rewards of the employees have high employee engagement scores and strong sales performance. 1. Strong Customer Franchises – across its main businesses, Lloyds TSB Group has strong core banking franchises, but smaller market shares in associated product areas. Lloyds focuses on being differentiated in the creation of customer value to win a bigger share of its customers’ total financial services spend. Strong franchises depend on having highly motivated employees. Motivated employees, combined with investments in improving service, help to build customer satisfaction (Lloyds TSB Annual Report 2006). 2. Continuous Productivity Improvement – in recent years, the Lloyds TSB Group has been building a set of capabilities in ‘six sigma’ (error reduction), ‘lean manufacturing’ (operations efficiency) and procurement. Alongside those capabilities, the Lloyds TSB Group applies an ‘income growth must exceed cost growth’ discipline in setting goals for each business, requiring a wider gap between income growth and cost growth for lower growth/return businesses than for higher growth/return businesses. Finally, the Lloyds TSB Group has been simplifying management structures, aiming to reduce layers of management and increase spans of control (Lloyds TSB Annual Report 2006). 3. Capita Efficiency – Lloyds has developed a framework to be able to measure economic equity requirements across all its businesses, taking into account market, credit, insurance, business and operational risk. Using economic profit as a key performance measure enables the Lloyds TSB Group to understand which strategies, products, channels and customer segments are destroying value and which are creating the most value and to make better capital allocation decisions as a result (Lloyds TSB Annual Report 2006). Customer Service             Lloyds TSB is a leading financial services provider in the United Kingdom with worldwide presence. The group focuses on quality customer services as a tool for attracting and retaining customers as well as encouraging customer loyalty. In order to achieve superior customer service capabilities, the group invests on technology as well as training its staff to be service-oriented (Lloyds TSB Annual Report 2008). Technology             Customer service is often dependent on backroom operations, processing individual transactions and monthly statements, and the hardware and software necessary for these transactions. While rarely seen by the customer, such operating systems provide employees access to customer information and affect the accuracy and timeliness of processing. Competitive operating systems form a base for all customer service activities. Effective customer service starts with managements’ commitment to invest in competitive systems that give employees an edge when dealing directly with customers (Reynierse and Harker 1992). Examples of the different systems that the group is using in order to provide quality customer service are discussed below: 1. Pegasystems – Lloyds has invested in business process management software to improve process efficiencies and customer service in its payments exceptions handling function. 2. ACI – Lloyds TSB has implemented a gateway which will link to the Faster Payments Service infrastructure. 3. E-Procurement – Lloyds TSB has rolled out a new e-procurement system which it hopes will reduce costs and make its overall procurement process more efficient. 4. Web Camera System – Lloyds TSB is able to make a daily analysis of customer wait times, teller usage , and teller productivity by installing a new Web Camera system.   Technology is used in understanding customers and identifying their needs. One process that aims to understand customers is Customer Relationship Management (CRM). Customer Relationship Management (CRM) can be defined as the development and maintenance of mutually beneficial long-term relationships with strategically significant customers (Buttle 2000). CRM according to Plakoyiannaki and Tzokas (2001) is an IT enhanced value process, which identifies, develops, integrates and focuses the various competencies of the firm to the ‘voice’ of the customer in order to deliver long-term superior customer value, at a profit to well identified existing and potential customers. Customer relationship management focuses on strengthening the bond between customers and the firm by maximizing the value of the relationship for the benefit of both the customer and the firm. As a business philosophy, CRM is based upon individual customers and customized products and services supported by open lines of communication and feedback form the participating firms that mutually benefits both by buying and selling organizations.             Customer Relationship Management has emerged as one of top priorities of many companies. When applied correctly, CRM uses technology that can help a company leverage increased customer knowledge to build profitable relationships. The focus is on learning more about customers and using that knowledge to refine every interaction with them. At a time when most products and services have become commodities, knowing the customer and treating each as an individual is the most effective way to win allegiance.     Customer Service Orientation             The group builds a customer-focused environment and trains and educates its workforce to become customer service-oriented. A customer focus according to John (2003) necessitates a deep understanding of customers and their activities, interests, and opinions around the particular value or solution that the firm is providing. It should be an attitude that is pervasive and that permeates throughout the firm such that it becomes ingrained as a culture. At Lloyds TSB people are the most valuable resource. Managing its people effectively is fundamental to the success of the business and achieving the group’s vision of being the best financial services organization in the United Kingdom. Creating a great place to work is a core priority of the people strategy which seeks to enable Lloyds TSB to be recognized, both within the financial service sector, but more generally in the UK employment market as the best company to work for. To achieve these goals Lloyds TSB aims to create a high commitment, high performance organization. The values of each business unit are based on the core group values of: o   Putting customer first o   Acting with integrity and respect o   Taking personal responsibility o   Working as a team Customer Relationship Marketing             Customer Relationship Marketing is defined by Stone et al (2000) as the use of a wide range of marketing, sales, communication, service and customer care approaches to: <ul style="margin-top: 0in; margin-bottom: 0in" type="circle"> <li class="MsoNormal" style="text-align: justify; line-height: 200%"> 	Identify the company’s named individual customers</li> <li class="MsoNormal" style="text-align: justify; line-height: 200%"> 	Create a relationship between the company and its 	customers that stretches over many transactions</li> <li class="MsoNormal" style="text-align: justify; line-height: 200%"> 	Manage that relationship to the benefit of the customers 	and the company</li> </ul>             Bose (2002) defines customer relationship marketing as involving the integration of technology and business processes in satisfying the needs of the customers. According to Swift (2001), CRM can be defined as an enterprise approach to understanding and influencing customer behavior through meaningful communications in order to improve customer acquisition, customer development and customer loyalty. He added that CRM must be integrated into everything a company does and must involve the entire company.              Primarily the aim of CRM is to build loyal customer relationships, where the organization can anticipate the needs of the customers, use information to personalize relationships, and encourage the customers to further their business relationship with the organization by earning their confidence and trust. CRM emphasizes three essential ingredients of customer relationships. 1. Customer Acquisition – identifying the profitable customers and creating strategies to attract them. 2. Customer Development – delivery of customer needs, wants and requirements when, how and where they want them to optimize profits and revenue. 3. Customer Retention – building and sustaining customer loyalty. Customer Acquisition 1. Effective Customer Classification – the management and staff analyze the customers (backgrounds, stay history, needs, wants etc.) through the company’s data mining tool and then group them into segments. Through segmentation, the company manages its customers as individuals or small groups and become more knowledgeable in analyzing customer data. 2. Services Segmentation – the company integrates services segmentation in its strategy. Through services segmentation, the company management and staff ranks its customers (according to guests classification) and then render services that are designed for particular segments. Customer Development 1. Data Capture/Data Warehousing o data warehousing or data mining is being used by the company in collecting information about the customers. The data are gathered through customer-service provider interaction in every part or department of the company. Some of the factors the data that can be collected are customer behavior, customer value (profitability and potential, and customer portfolio. 2. Knowledge Management –Lloyds TSB manages customer knowledge. Customer knowledge management enables the management and staff to capture the customer’s previous and current status, the methods of transaction that they prefer, their future needs and future requirements. Customer Retention/Loyalty 1. One-to-One Marketing –Lloyds TSV gathers high volume of data about the individual and try to adapt its product and service offerings as closely as possible to the individual customer’s needs. Marketing decisions must be based on the knowledge of the customers’ behavior and attitude. 2. Loyalty Program –Lloyds TSB uses a loyalty program to gather information about the customer’s needs, demands, behavior and requirements. It is also an opportunity to stay in touch with the customer in a regular basis. It can also be an opportunity to customize the services that are rendered to the guests.    Dealing with Customer Complaints             In dealing with customer complaints, the company is very careful so as not to push customers to look for other service providers. The company makes sure that it deals with customer complaints in a way that make customers feel valued and appreciated. Here are some of the ways the company deals with customer complaints effectively. 1. Making sure that the customers can easily contact the company when they have complaints. It is important that the company provides information on how customers can reach it when they have complaints. The people who are in-charge with handling customer complaints must promptly respond to the customers. 2. Appreciating the customer’s time and effort in informing about the product’s or/and service’s weaknesses. Let the customer know that the information that he or she has given is valued and will be dealt with. 3. Dealing with the complaint promptly. By dealing with the complaint promptly and by solving the problem quickly, the company makes the customer feel that it is committed to customer satisfaction.     References Beckford, J 2002, Quality, Routledge, London.   Bose, R. 2002. ‘Customer Relationship Management: Key Components for IT Success’, Industrial Management and Data Systems, vol. 102, no. 2n pp. 89-97.   Darlington, Y and Scott, D 2002, Qualitative Research in Practice: Stories from the Field, Allen and Unwin, Crows Nest, NSW.   Hansen, E C 2006, Successful Qualitative Health Research: A Practical Introduction, Allen and Unwin, Crows Nest, NSW.   Hayler, R and Nichols, M 2006, Six Sigma for Financial Services: How Leading Companies are Driving Results Using Lean, Six Sigma, and Process Management, McGraw-Hill Professional.   John, J 2003, Fundamentals of Customer-Focused Management: Competing through Service, Praeger, Westport CT.   MacNaughton, G, Rolfe, S and Siraj-Blatchford, I 2001, Doing Early Childhood Research: International Perspectives on Theory and Practice, Allen and Unwin, Crows Nest, NSW.   Newman, I and Benz, C R 1998, Qualitative-Quantitative Research Methodology: Exploring the Interactive Continuum, Southern Illinois University Press, Carbondale, IL.   Peat, J K (ed.) 2001, Health Science Research: A Handbook of Quantitative Methods, Allen and Unwin, Crows Nest, NSW.   Punch, K F 1998, Introduction to Social Research: Quantitative and Qualitative Approaches, Sage, London.   Reynierse, J H and Harker, J B 2002, ‘Employee and Customer Perceptions of Service in Banks: Teller and Customer Service Representative Ratings’, Human Resource Planning, vol. 15, no. 4, pp. 31+.   Stone, M, Woodcock, N and Machtynger, L 2000, Customer Relationship Marketing: Get to Know Your Customers and Win Their Loyalty, Kogan Page Publishers.   Swift, R S 2001, Accelerating Customer Relationships – Using CRM and Relationship Technologies, Prentice-Hall.   Thomas, A B 2004, Research Skills for Management Studies, Routledge. London.   White, B 2002, Writing Your MBA Dissertation, Cengage Learning EMEA.                                       Credit:ivythesis.typepad.com

Customer strategy/customer service in Lloyd’s TSB : A case study

Customer Service in Lloyds TSB In order to provide a foundation for the paper, let us first differentiate the qualitative ...

Unit 2 – Planning for Research: Effectiveness of Computer Aided Instruction in Learning Process

Unit 2 – Planning for Research Discussion Board Effectiveness of Computer Aided Instruction in Learning Process               Computer – Aided Instruction or CAI or also known as computer-assisted instruction is considered as a diverse and rapidly expanding field of computer technologies that support the teaching and learning process (Arnold, 2008). However, there are ongoing debates and discussions regarding its effectiveness, in the entire process of learning. Primarily, the study of Wiksten, Antonio and Buxton about The Effectiveness of an Interactive Computer Program Versus Traditional Lecture in Athletic Training Education and investigation by Barrow, Markman and Rouse regarding the Technology’s Edge: The Educational Benefits of Computer-Aided Instruction. Both of the said researches are connected to my chosen topic regarding the benefits of computer aided education.             The study by Winsten et al. uses data and information gathered from 66 subjects. All of them are selected and are randomly assigned to three different groups which pertain on the: traditional lecture, IATEC and control. The traditional group that is composed of 22 subjects, received 50-minutes lecture and demonstration, which cover the same instructional content using the Q-angle model of the IATEC program. On the other hand, the IATEC group, which is consists of 20 subjects worked independently for 50 to 65 minutes using the same module, while the control group that is consists of 22 subjects received no instruction at all. The study was conducted by using 9-point multiple choice examinations in order to determine the cognitive knowledge of the Q-angle. In addition, a 12-point yes-no checklist was used in order to determine whether or not the subjects were able to correctly measure the Q-angle. Aside from that, the Allen Attitude Toward Computer-Assisted Instruction Differential Survey was used in order to asses the student attitudes toward the 2 methods of instruction. The result of a 1-way ANOVA on the cognitive knowledge of the Q-angle exposed that the traditional lecture an IATEC groups performed vitally compare to the control group and the traditional lecture group performed significantly better compare to the IATEC group. Furthermore, the result of a 1-way ANOVA regarding the practical skill performance revealed that the traditional lecture and IATEC groups performed importantly better than the control group, however there were no important differences between the traditional lecture and the IATEC groups regarding the practical skill performance. Based on that result, it can be said that the test is more favorable towards the traditional lecture group, compare to IATEC group for comfort, creativity and function. Above all, it show that the use of IATEC computer module is an effective approach of teaching or training, but its application alone is not enough to educate the student in the cognitive knowledge (Winsten et al., 1998).             On the other hand, the study by Barrow et al. focuses on the study of a well-defined use of computers for pre-algebra and algebra. The study used randomized sampling in order to gather their sample group, by selecting the classroom in random manner. The researchers study the effectiveness of computer-aided instruction by focusing on a group of computer programs I Can Learn or Interactive Computer Aided Natural Learning that is composed of software and hardware computer package that is designed in order to deliver instruction through technology on one-on-one basis to each and every student. The study was done in three large urban school districts, where in, each of which had a superintendent or technology director who approached the researchers regarding the evaluation of CAI programs that are already used in their respective district. All of the randomly selected classes were grouped into two: the treatment classes (uses CAI) and the control classes (traditional). The result shows that the two groups show small difference in terms of performance (Barrow et al., n.d.).             In general, the studies used the control group study or a model of evaluation where in the performance of the cases that experience an intervention is being compared to the performance of the cases that did not experience the intervention in question (PredictionWorks, n.d.). The advantage of the said method is that it enables the researcher to have a point of comparison between the different cases, therefore it enable to analyze in detailed manner the cause and effect relationship. On the other hand, the said approach is expensive and in great need of time.             The main similarities of my chosen topic and these two studies are the way they gathered data, which is by means of questionnaire and interview. It also focuses on the actual happenings and events inside the learning vicinity, particularly in the issue of application of CIA. However, the main difference pertains on the characteristics of the sample frame, in my study, I will use older subjects or participants in the study, and I will not use the control group study model in gathering data and information from my selected subjects or respondents. My study will be using focus group in order to communicate with my older respondents.           References   Arnold, D. (2008). Computer-Aided Instruction. Retrieved February 11, 2009, from MSN Encarta website: http://encarta.msn.com/encyclopedia_761553343/computer-aided_instruction.html   Barrow, L., Markman, L. & Rouse, C. E. Technology’s Edge: The Educational Benefits of Computer-Aided Instruction. Retrieved AEA website: http://www.aeaweb.org/aej/pol/accepted/2007-0082.pdf   PredictionWorks. Control Group Study or Randomized Controlled Study. Retrieved February 11, 2009, from PredictionWorks website: http://www.predictionworks.com/glossary/ControlGroupStudy.html   Winsten, D. L., Antonio, K., Buxton, B. (1998). ‘The Effectiveness of an Interactive Computer Program Versus Traditional Lecture in Athletic Training Education’. Journal of Athletic Training. 33(3), 238 – 243, Retrieved February 11, 2009, from PubMedCentral website: http://www.pubmedcentral.nih.gov/picrender.fcgi?artid=1320430&blobtype=pdf Credit:ivythesis.typepad.com

Unit 2 – Planning for Research: Effectiveness of Computer Aided Instruction in Learning Process

Unit 2 – Planning for Research Discussion Board Effectiveness of Computer Aided Instruction in Learning Process Comput...

Research Proposal on The role of micro finance and self help groups in poverty alleviation and development of socio economic structure in Ghana

The role of micro finance and self help groups in poverty alleviation and development of socio economic structure in Ghana   1.0 Background of the Study Started by non-profit organisations, self-help groups are community-based financial intermediaries that are usually composed of twenty and below local women. These self-help groups, whom pool money to regular contributions to generate enough financial capital, may be registered and non-registered. The funds that the group was able to collect will be lent back to the members or other members of the community for specific purposes. On the basis of mutual helping, self-help groups function in accordance with broad anti-poverty agendas. Self-help groups are basically viewed as an instrument for women empowerment and leadership development in communities. Further, one of the basic distinctions of a self-help group is that it serves as a financial intermediary between informal financial market and formal financial actors like micro finance institutions (Rutherford, 1999). Microfinance, on the other hand, is defined as the provision of various financial services to poor or low-income clients including consumers and self-employed for the purpose of supporting their financial and non-financial needs. As a practice, microfinance aimed at sustainable delivery of these services. It is intended that micro finance could lead into effective money management strategies in order for poor people to address their own financial needs hence to live out of poverty in the future.   In theory, microfinance encompasses all initiatives in increasing the access to, or improving the quality of, financial services of people in poverty who could use or could benefit from using the lent money other than the traditional financial services. Nevertheless, the goal of microfinance is not merely monetization but instead to address the several types of needs of poor, near-poor and low-income families. These needs include lifecycle needs, personal emergencies, disasters and investment opportunities (Rutherford, 2000). As such, micro financing conforms to creative, flexible and collaborative way of meeting the needs of underprivileged group of people.  In this way, poor people are given the opportunity to engage in entrepreneurial activities as an instrument in alleviating poverty. Micro financing puts emphasis on building the capacity to participate in micro entrepreneurship, aside from generating employment. Hence, microfinance is considered as a tool for socioeconomic development as it aimed to create self-sustaining businesses among the poor people. These livelihood opportunities are also regarded as an avenue to cope up with financial difficulties such as sending children to school and putting nutritional foods in the table.   2.0 Statement of the Problem The problem that will be addressed in this study is the position of self-help groups and microfinance in alleviating poverty and socioeconomic development in Ghana. The key question to be answered is: How self-help groups and microfinance helped in alleviating poverty and developing the socioeconomic structures of people in Ghana? In particular, the research will seek to answer the following research questions. 1)                 How do self-help groups contribute in poverty alleviation and socioeconomic development in Ghana? 2)                 In what specific ways does micro financing proved to be beneficial for the people in Ghana?   3.0 Objectives of the Study The main aim of this research is to determine the roles, functions and position of self-help groups and microfinance in eradicating poverty and developing the social and economic structures of people in Northern Pakistan. Specifically, the study will address the following research objectives. ·         To evaluate the effectiveness of microfinance towards poverty alleviation and socioeconomic development ·         To analyse the extent to which self-help groups contribute in initiatives to eradicate poverty   4.0 Research Methodology This study will use the descriptive type of research. A descriptive research intends to present facts concerning the nature and status of a situation, as it exists at the time of the study and to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research (Creswell, 1994). It is also concerned with relationships and practices that exist, beliefs and processes that are ongoing, effects that are being felt, or trends that are developing.     5.0 References   Creswell, J.W. (1994). Research design. Qualitative and quantitative approaches. Thousand Oaks, California: Sage. Rutherford, S. (1999). Self-help groups as microfinance providers: how good they can get? Mimeo. Rutherford, S. (2000). The Poor and Their Money. Oxford University Press: New Delhi.   Credit:ivythesis.typepad.com

Research Proposal on The role of micro finance and self help groups in poverty alleviation and development of socio economic structure in Ghana

The role of micro finance and self help groups in poverty alleviation and development of socio economic structure in Ghana 1.0 ...

Research proposal on The main aspects of developing small and medium sized business in transition economy of Uzbekistan

The main aspects of developing small and medium sized business in transition economy   Introduction Developing small and medium sized business in transition economy is clearly evident, pressing in issues of economic growth and dominance from within former Soviet Union, transition economy of Uzbekistan. The collapse of the Soviet political and economic system as well as culminated a dramatic economic slowdown experienced by the Soviet bloc countries over the preceding three decades. The resulting transition from central planning to a market economy has been difficult. The performance of the transition economies has fallen short of expectations for several reasons like the, advanced western economies did unusually well during the early part of 2000 which raised the bar for perceptions of economic success; the economic problems associated with the transition were widely underestimated; and policymakers made a number of questionable choices. Nevertheless, progress has been made in a number of dimensions. Research Aims and Objectives For research aim, the assessment of SME transition economy is needed putting in applications to Uzbekistan SMEs, assessing of strategies and outcomes of transition years,  from plan to market, and outline of the principal challenges faced by the Uzbekistan economies. For the objective, considering in the main aspects of SMEs for economic transition and the assimilating relevance of points that assume policy development into SMEs and its transition economies is of essential value, as placed emphasis on the development of functioning legal framework and corporate governance of firms have performed better than those that did not. Evidence also suggests that large scale privatization can be handled in a variety of ways as SMEs face the discipline of needing to earn their way without government bailouts and as long as new firms appear through new creation, breakups of old firms, and foreign investment.   Research Questions 1.      What is meant by SMEs? Economic Transition? Discuss 2.      What are some of the main aspects of SME economic transition? Is there impeding account of the matter into Uzbekistan? 3.      What are the strategies for economic transition of SMEs within the Soviet Union, Uzbekistan in particular? Discuss 4.      What are some of the performance of transition economies placed at SMEs?  Give examples 5.      What are certain SME development policies in such stages of Economic transition? Explain Overview of Literature Studies The conventional approach to economic transition, based upon neo-classical economic theory, has been that the development of the small and medium sized enterprises sector will occur spontaneously following a process of stabilization, liberalization and privatization. Blanchard (1997), asserted a theoretical contribution to the economics of transition, has stressed the role of reallocation of resources from the old state sector to the new private sector, which must implicitly include a large contribution from newly created small firms. However, although many hundreds of thousands of SMEs have been established in the transition economies, they still face severe barriers which hinder their expansion and the realization of their full potential. The transition economies, from the former Soviet Union is similar in one important respect, the planned economies had been dominated by large producing of consumer goods. Small and medium-sized enterprise has a huge part of the transition economies than typical for the market economy. “There have been major differences among these world regions in the contexts created for the development of new enterprises: in the pace of change, the extent to which state control and the rule of law have been maintained or created, whether there has been economic growth, decline or stagnation, the degrees of political continuity and the length of the communist period. Despite the contrasting contexts, there have been many similarities in the characteristics of new private businesses, but alongside some major differences: in the types of business with which beginners have usually commenced, the match with their specialties, whether self-employment has normally been a full-time or part-time occupation, whether or not the state has been perceived as basically supportive, in uses of the second economies and whether partnership has been the normal initial business arrangement from within economic growth and the rule of law. Thereafter everything seems to depend on creating a favorable configuration of conditions which, our evidence suggests, is most likely when countries have maximum scope to plot their own transitional routes. It is argued that imposing one allegedly correct approach will usually be counter-productive” (Roberts and Zhou, 2000 p. 187) SMEs have been explicitly recognized as important but appropriate programs have only started recently, there have not been significant changes in the legal framework regarding SMEs. In addition, privatization efforts have been slow. Furthermore, physical and financial infrastructures remain an obstacle to SME development. Research Methodology  The methodology to be used for the study is case study, multiple sources of qualitative and quantitative date, the study implies to the main aspects of SME economic transition? Is there impeding account of the matter into Uzbekistan, the strategies for economic transition of SMEs, the performance and SME development policies of economic transition. There will be series of interviews to be conducted at the SMEs in Uzbekistan; SME managers will be asked several questions indicating paths to economic transition ways and will consists of 10 SME managers, case approach will determine an interview session for about 40 minutes aside, to make sense of respondents’ perceptions towards transformational leadership and change management and the ways in which responses interact acceptable views.  The interview questions have to be open ended and guided by case study analysis paradigm. The questions are to be open-ended yet specific in intent, allowing individual responses, questions will be reasonably objective, yet it allows for probing, follow-up, and clarification to assume purposeful conversations where contents and evolution is not priority, from within variations among such interviews (Paton, 2002).   References Blanchard, O.J., The Economics of Post-Communist Transition, Oxford: Clarendon Press, 1997 Paton, M.Q., Qualitative evaluation and research methods (2nd ed.). Newbury Park: Sage Publications, 2002 Roberts, K. and Zhou, C., New Private Enterprises in Three Transitional Contexts: Central Europe, the Former Soviet Union and China,  Post-Communist Economies, Volume 12, Issue 2 June 2000 , pages 187 – 199 Credit:ivythesis.typepad.com

Research proposal on The main aspects of developing small and medium sized business in transition economy of Uzbekistan

The main aspects of developing small and medium sized business in transition economy Introduction Developing small and medium sized bu...