Bach Essay -- essays research papers fc

Johanna Sebastian Bach was a composer of the Baroque era, the most celebrated member of a large family of northern German musicians. Although he was admired by his contemporaries primarily as an outstanding harpsichordist, organist, and expert on organ building. Bach is now generally regarded as one of the greatest composers of all time and is celebrated as the creator of the Brandenburg Concertos, The Well-Tempered Clavier, the Mass in B Minor, and numerous other masterpieces of church and instrumental music. Appearing at a propitious moment in the history of music, Bach was able to survey and bring together the principal styles, forms, and national traditions that had developed during preceding generations and, by virtue of his synthesis, enrich them all. J.S. Bach was born at Eisenach, Thuringia, on March 21, 1685, the youngest child of Johann Ambrosius Bach and Elisabeth Lammerhirt. Ambrosius was a string player, employed by the town council and the ducal court of Eisenach. Johann Sebastian started school in 1692 or 1693 and did well in spite of frequent absences. Of his musical education at this time, nothing definite is known; however, he may have picked up the rudiments of string playing from his father, and no doubt he attended the Georgen Church, where Johann Christoph Bach was organist until 1703. This Christoph had been a pupil of the influential keyboard composer, Johann Pachelbel and he apparently gave Johann Sebastian his first formal keyboard lessons. The young Bach again did well at school, until in 1700 his voice secured him a place in a select choir of poor boys at the school at the Michaels Church, Luneburg. He seems to have returned to Thuringia in the late summer of 1702. By this time he was already a reasonably pro ficient organist. His experience at Luneburg, if not at Ohrdruf, had turned him away from the secular string-playing tradition, though not exclusively, a composer and performer of keyboard and 2 sacred music. The next few months are wrapped in mystery, but by March 4, 1703, he was a member of the orchestra employed by Johann Ernst, Duke von Weimar. This post was a mere stopgap; he probably already had his eye on the organ then being built at the New Church in Arnstadt. When it was finished, he helped test the organ in August 1703 he was appointed organist at the age of 18. Arnstadt documents imply that he had been court orga... ... contemporary Handel, Bach was the last great representative of the Baroque era in an age which was already reflecting the Baroque style. For about 50 years after Bach's death, his music was neglected. This was only natural; in the days of Haydn and Mozart, no one could be expected to take much interest in a composer who had been considered old-fashioned even in his lifetime—especially since his music was not readily available, and half of it, the church cantatas, was fast becoming useless as a result of changes in religious thought. At the same time, musicians of the late 18th century were neither so ignorant of Bach's music nor so insensitive to its influence as some modern authors have suggested. Emanuel Bach's debt to his father was considerable, and Bach exercised a profound and acknowledged influence directly on Haydn, Mozart, and Beethoven. Works Cited Farb, Peter. Great Lives Great Deeds. New York: Readers Digest Association. 1964. Kirby, F.E. A short History of Keyboard Music. New York: The Free Press. 1966. Kupferberg, Herbert. Basically Bach. New York: McGraw-Hill. 1985. Schonberg, Harold. The Lives of the Great Composers. New York: W.W. Norton. 1970.

The Riz-Carlton Applicaiton Summary

1999 Application Summary THE RITZ-CARLTON ® HOTEL COMPANY, L. L. C. Copyright  © 2000 by THE RITZ-CARLTON ® HOTEL COMPANY, L. L. C. – All Rights Reserved THE RITZ-CARLTON ® HOTEL COMPANY, L. L. C. at a Glance Products and Services: The Ritz-Carlton Hotel Company, L. L. C. develops and operates luxury hotels for others. The hotels are designed and identified to appeal to and suit the requirements of its principal customers who consist of: (1) Meeting Event Planners and (2) Independent Business and Leisure Travelers. President & COO: Horst Schulze Headquarters: 3414 Peachtree Road, N. E. Suite 300 Atlanta, Georgia 30326Operations: One Central Reservations Office Seven International Sales Offices (ISO’s) 24 Hotels and Resorts in North America Two Hotels in Europe Eight Hotels and Resorts in Asia Two Hotels in Australia 30 Hotels under Development Customer Base: Over 800,000 Customers World-wide 1999 Revenue: $1. 5 Billion. A 40% increase over the previous five year s. Employees: 17,000 World-wide, known as The Ladies and Gentlemen of The Ritz-Carlton History: Established in 1983, the former owner, W. B. Johnson Properties, acquired the exclusive North American rights to the Ritz-Carlton trademark, the foremost ame in luxury hotels. This status was largely due to the legendary Caesar Ritz who developed and operated two of the world’s best hotels in Paris and London. The hotels achieved such fame in the marketplace that they attained what is often referred to as â€Å"The Ritz Mystique†. In 1995, The Ritz-Carlton was jointly acquired by Marriott International Inc. to achieve their strategy of entering the luxury hotel segment of the industry; the takeover/merger occurred in 1997. Copyright  © 2000 by THE RITZ-CARLTON ® HOTEL COMPANY, L. L. C. – All Rights Reserved The Ritz-Carlton Hotel Company, L. L. C. 999 Application Summary Overview A History of Managing for Performance Excellence in the Hotel Industry Most hotels re mained profitable despite these quality deficiencies because competitors had similar problems. Previously, in tiny hotels and inns, the innkeeper directed activities in the organization personally, including â€Å"managing for quality†. As hotels grew in size, the volume of activity outgrew the capacity of the innkeeper to manage by personal direction – it became necessary to delegate. Ritz-Carlton Returns to the Fundamentals: Upper Management Participation Then came 1983 and Horst Schulze. More Summary of Devil at My HeelsThe pace quickened with a lengthy procession of new Ritz-Carlton Hotels under development. Faced with this challenge, Horst Schulze and his team decided to personally take charge of managing for quality because they realized managing for quality could not be delegated! Apprentices were trained in the craft and qualified by examination to become craftsmen. The innkeeper – the master – then delegated much of the managing for quality to the craftsmen, subject to inspection and audit by the master. Many of our standards go back 100 years to this era of Caesar Ritz and the legendary Chef August Escoffier.The upper management participation of Horst Schulze and his team ranged across a broad spectrum, but most significant activities consisted of: As we entered the 20th century, the size of a hotel and its organization sharply increased. The resulting large hotels required functional departments. The innkeeper – now a general manager â₠¬â€œ delegated to each functional department head the responsibility for quality, for performing the function correctly. †¢ Defining the traits of all company products which are set out in The Credo. For a full explanation of The Credo, see Figure 1 on page 2. With the emergence and growth of technology, hotel roducts and processes became increasingly complex. To deal with these new complexities the hotel industry adopted the principle of separating planning from doing. Planning of the various departments was delegated to division and department heads (e. g. Food & Beverage managers, Rooms Executives, Purchasing Directors, etc. ). This left the job of executing the plans to the first-line supervisors and the workforce. The separation of planning from execution had four major consequences. †¢ Translating The Credo into basic standards to clarify the quality responsibilities for our Ladies and Gentlemen; the ost important of which include: (1) anticipating the wishes and nee ds of the guests (2) resolving their problems and (3) genuinely caring conduct towards guests and each other. 1. A factory concept emerged in which people were assigned one task rather than a single craftsman performing the entire sequence of tasks. In this factory approach, if task #11 was causing a problem for task #24, it wasn’t identified until it reached the customer, and even then the problem likely continued. 2. A dramatic rise in productivity. 3. The segregation of divisions and departments. 4. A further distancing of upper managers from the job of anaging for quality. †¢ Aggressively instilling a passion for excellence. †¢ Personally training the Ladies and Gentlemen of a new Ritz-Carlton on The Credo and Basic Standards, commonly referred to as The Gold Standards, which are shown on page 2 as Figure 1. Another Major Change, A Comprehensive Structure By 1989 Horst Schulze realized that a more comprehensive structure was necessary for the Ritz-Carlton to opt imize its performance. He selected the Malcolm Baldrige National Quality Award Criteria. Through the use of this assessment tool and the resulting feedback reports,The Ritz-Carlton developed a â€Å"Roadmap† to business excellence (see pages 3-4) which has attained significantly higher performance levels. A major ingredient of this approach was involving people in the planning of the work that affects them. The progressive removal of upper management from managing for quality produced negative effects on quality. Typically, performance either fell short of customer need or the cost to meet the need became excessive. In addition, the hotels accumulated huge chronic costs as a result of poor quality. 1 THREE STEPS OF SERVICE 1 A warm and sincere greeting. Use the guest name, if nd when possible. 2 Anticipation and compliance with guest needs. â€Å"We Are At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. Ladi es and By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. Gentlemen Serving Ladies and The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened. Gentlemen† THE RITZ-CARLTON ® CREDOThe Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.  © 2000, The Ritz-Carlton Hotel Company, L. L. C. All Rights Reserved 2 The Ritz-Carlton ® Basics 1. The Credo is the principal belief of our Company. It must be known, owned and energ ized by all. 2. Our Motto is: â€Å"We are Ladies andGentlemen serving Ladies and Gentlemen. † As service professionals, we treat our guests and each other with respect and dignity. 3. The Three Steps of Service are the foundation of Ritz-Carlton hospitality. These steps must be used in every interaction to ensure satisfaction, retention and loyalty. 4. The Employee Promise is the basis for our Ritz-Carlton work environment. It will be honored by all employees. 5. All employees will successfully complete annual training certification for their position. 6. Company Objectives are communicated to all employees. It is everyone’s responsibility to support them. 7.To create pride and joy in the workplace, all employees have the right to be involved in the planning of the work that affects them. 8. Each employee will continuously identify defects (M. R. B. I. V. ) throughout the Hotel. 9. It is the responsibility of each employee to create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 10. Each employee is empowered. For example, when a guest has a problem or needs something special, you should break away from your regular duties to address and resolve the issue. 11. Uncompromising levels of cleanliness are the responsibility of every employee. 2. To provide the finest personal service for our guests, each employee is responsible for identifying and recording individual guest preferences. 13. Never lose a guest. Instant guest pacif ication is the responsibility of each employee. Whoever receives a complaint will own it, resolve it to the guest’s satisfaction and record it. 14. â€Å"Smile – We are on stage. † Always maintain positive eye contact. Use the proper vocabulary with our guests and each other. (Use words like – â€Å"Good Morning,† â€Å"Certainly,† â€Å"I’ll be happy to† and â€Å"My pleasure. †) 15. Be an ambassador of your Hotel in a n d o u t s i d e o f t h e wo r k p l a c e .Always speak positively. Communicate any concerns to the appropriate person. 16. Escort guests rather than pointing out directions to another area of the Hotel. 17. Use Ritz-Carlton telephone etiquette. Answer within three rings with a â€Å"smile. † Use the guest’s name when possible. When necessary, ask the caller â€Å"May I place you on hold? † Do not screen calls. Eliminate call transfers whenever possible. Adhere to voice mail standards. 18. Take pride in and care of your pers o n a l a p p e a r a n c e . E v e r yo n e i s responsible for conveying a professional image by adhering to RitzCarlton clothing and grooming standards. 19.Think safety first. Each employee is responsible for creating a safe, secure and accident free environment for all guests and each other. Be aware of all fire and safety emergency procedures and report any security risks immediately. 20. P r o t e c t i n g t h e a s s e t s o f a R i t z Carlton hotel is the responsibility of every employee. Conserve energy, properly maintain our Hotels and protect the environment.  © 2000, The Ritz-Carlton Hotel Company, L. L. C. All Rights Reserved Figure 1 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary 3 Fond farewell. Give them a warm good-bye and use their names, if and when possible.THE EMPLOYEE PROMISE The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary The Ritz-Carlton Chronology of Performance Excellence Genesis 1890’s Caesar Ritz defines Standards for a Luxury Hotel Apprentice Programs, Inspection/Audit by the Master 1900 General Manager Concept Delegation of Quality to Functional Managers Managers Plan / Workers Do 1980 1983 Extensive Participation of Horst Schulze in the Management of Quality †¢ The Credo †¢ Basic Standards for The Ladies and Gentlemen †¢ A Passion for Excellence 1988 1989 MBNQA Audits and Feedback Business Excellence Roadma p (Figure 3) Involving People in the Planning f the Work that Affects Them 1999 100% Employee Pride & Joy Zero Customer Difficulties 100% Customer Loyalty Figure 2 2003 3 The Ritz-Carlton Business Excellence Roadmap Deployment â€Å"Do† Results â€Å"Check† Improvement â€Å"Act† A Passion for Excellence Senior Leaders â€Å"Start-Up† new hotels Performance Evaluations Development / Training Plans Distribution of â€Å"The Pyramid† Leadership Center Daily Reinforcement of The Gold Standards 1. Leadership Approach â€Å"Plan† The Seven Pyramid Decisions MBNQA Developmental Job Assignments Basic Empowerment Process Divide/Subdivide Objectives Select Process Owners Actual versus Planned performance comparedQuarterly by Upper Managers at the corporate and hotel level Act on the Differences Evaluate / Improve Planning Process Develop Processes Provide Necessary Resources Daily Operations review by the workforce 4 3. Customer and Market Focus Mark et Research that concentrates on the quality of the hotel facility and operations 6P’s Concept Operation of the â€Å"CLASS† Database Daily Hotel Measurement †¢ SQI †¢ RevPAR by Market Segment Evaluate / Improve Annually Standard Performance Measurement Monthly Measurement †¢ Advance Bookings †¢ Customer Satisfaction †¢ RevPAR †¢ P&L 4. Information and Analysis Selecting Performance Measurements for: Upper Managers †¢ Daily Operations Individual Process Owners select Performance Measurements for: †¢ Upper Managers †¢ Daily Operations Comparative Benchmarking Share/Replicate Best Practice Performance, On-Going Figure 3 Statistically Trained Employees, Consulting Specialists Continuous Improvement The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Fact-based Strategic Objectives Fact-based Key Process Identification 2. Strategic Planning The Ritz-Carlton Business Excellence Roadmap MBNQA 5. Human Resources Devel opment and Management Approach â€Å"Plan† Results â€Å"Check† Improvement â€Å"Act† Employee Education, Training andDevelopment Q. S. P. Site Visits by Senior H. R. Leaders Day 21/365 Training Certification Review Performance Appraisal Evaluations Analysis of Employee Surveys Analysis of Employee Surveys 6. Process Management Manage Key Production and Support Processes Incorporate changing Customer requirements P. Q. I. 5 S. Q. I. Major changes that require project management The GreenBook Process Audits Incremental Day-to-Day Improvements Actual versus Planned Performance compared quarterly by Senior Leaders at the corporate and hotel level Continuously and Forever Improve Process Owners Modify Processes for each new hotel 7. BusinessResults Strategic Objectives define long-term targets Lead People Manage Processes Tactical Processes set annual targets Standard Performance Measures Daily Operations Review by the workforce Figure 3 (continued) The Ritz-Carlto n Hotel Company, L. L. C. 1999 Application Summary Jobs are designed so our people: †¢ Know what to do †¢ Know how well they are doing †¢ Can regulate the process or their own personal conduct Deployment â€Å"Do† The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Leadership as The Gold Standards, Figure 1, page 2. These standards consist of: (1) The Credo (2) The Basics (3) Three Steps ofService (4) Motto and most recently, (5) The Employee Promise. These standards have had a long life with only The Basics changing with business conditions. Our Senior Leaders continue the strong excellencedriven leadership that began in 1983 and resulted in us becoming a recipient of the 1992 Malcolm Baldrige National Quality Award. In the years following the award they actually increased their involvement in both the improvement and operation of our structured approach to business excellence. A summary of this business excellence roadmap is shown in Figure 3, p age 4. Collectively, these standards have an incredible empowering effect on TheRitz-Carlton Ladies and Gentlemen to think and act independently with innovation for both the benefit of the customer and our organization. Approach â€Å"Plan† Since The Credo stresses â€Å"providing the f inest and anticipating the unfulf illed wishes of our guests,† The Ritz-Carlton Ladies and Gentlemen continually learn and innovate. The Three Steps of Service, combined with our basic empowerment process shown below in Figure 1. 2 promotes innovative, quick personal service. Our Senior Leaders have a passion for excellence, largely because of: (1) the performance expectations of Horst Schulze (2) our Gold Standards and (3) the Pride and Joy of chieving excellence. The seven specific decisions made by our Senior Leaders, collectively, to set direction for business excellence are shown below: 1. 2. 3. 4. 5. 6. 7. Deployment â€Å"DO† The specific actions taken by our Senior Leader s to deploy our leadership approach consist of three major processes: 10 Year Vision 5 Year Mission 3 Year Objectives 1 Year Tactics Strategy Methods Foundation 1. Since 1984, all members of Senior Leadership have personally ensured that each new hotel’s goods and services are characteristic of The Ritz-Carlton on opening day. Since six to seven hotels open each year, our leaders pend at least six to seven weeks working with our Ladies and Gentlemen (using a combination of hands-on behavior modeling and reinforcement) during the seven day countdown to opening. This includes the President and COO who personally demonstrates the guest/employee interface image and facilitates the first vision statement The process for providing our Senior Leaders with the necessary data and analysis to make these key decisions is explained fully in the Strategic Planning section. It is worth mentioning that our Senior Leaders personally established our foundation, which is now referred toThe Bas ic Empowerment Process Three Steps of Service 1 Warm Welcome 2 Anticipation and Compliance with Guest Needs Employee Senses Guest Wish or Need Employee Breaks Away from Routine Duties Employee Applies Immediate Positive Action Determine Guest Reaction If Satisfied If Dissatisfied 3 Fond Farewell Document the Incident Employee Returns to Routine Duties Figure 1. 2 6 Guest Memory System Escalate the Complaint The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Results â€Å"Check† session for each newly formed department. During these formative sessions which all employees must attend, thePresident and COO personally interacts with every new employee both individually and in a group setting. His in-depth knowledge of hotel operations and enthusiasm for The Gold Standards are an inspiration for all concerned. Leadership effectiveness is evaluated (1) On key questions of our semi-annual employee satisfaction results (these questions reveal if the respective leader h as gained the full support of the Ladies and Gentlemen regarding our Gold Standards). (2) Through audits on public responsibility (i. e. Life Safety Systems, Security Systems, Food Preparation and Alcoholic Beverage Service, Environmental Stewardship). . The results of the seven specific decisions from the annual strategic planning process are arranged in a â€Å"Pyramid Concept† and distributed throughout the organization. The 2000 Pyramid is shown in Figure 1. 3. Improvement â€Å"Act† Gaps in leadership effectiveness are ad3. The Gold Standards are reinforced daily dressed with development/training plans. For in a variety of forums which include: (1) widespread deficiencies, the corporate human lectures at new employee orientation (2) resource function develops/improves courses, developmental training (3) daily line-up processes or facilities.As a result, we have 10 YEAR VISION meeting (4) administration of both posdeveloped a leadership center at Corporate To be Th e itive and negative reinforcement (5) Headquarters. In addition, we make exPremier Worldwide mission statements displayed (6) distensive use of developmental job assignProvider of Luxury tribution of Credo Cards (7) The ments. Credo as first topic of internal Travel and Hospitality Prodmeetings and (8) peer pressure. ucts and Services 5 YEAR MISSION Product and Profit Dominance OBJECTIVES T h e V i t a l – Fe w O b j e c t i v e s TACTICS Key Production and Business ProcessesSTRATEGY C u s t o m e r a n d M a r k e t Fo c u s S t r a t e g y w i t h Action Plans METHOD TQM – Application of Quality Sciences  · M a l c o l m B a l d r i g e N a t i o n a l Q u a l i t y Aw a r d C r i t e r i a  · T h e G r e e n B o o k – 2 nd E d i t i o n FOUNDATION Va l u e s a n d P h i l o s o p h y – T h e G o l d S t a n d a r d s Credo  · Motto Three Steps of Service  · Basics  · Employee Promise Copyright  © 2000 by THE RITZ-CARLTON HOTEL COMPANY, L. L. C. – All Rights Reserved Figure 1. 3 7 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Strategic Planning Planning ProcessAt The Ritz-Carlton, Strategic Development is the process that enables Senior Leaders to make specific decisions that set direction for Business Excellence. 1 Macro Environment Analysis Confirm/Modify Vision, Mission, Strategy, Methods, Foundation Approach â€Å"Plan† A description of the three major components of our planning process, including the pre-work known as the Macro Environment Analysis, is show in Figure 2. 1. Macro-Environment Analysis This extensive analysis is done to understand the current state (and expected future state) of the Macro Environment in which we operate our company.The key result of the analysis is a projection of the future state of The Ritz-Carlton relative to competitors and the expectations of hotel owners in primary performance areas. Subsequently, gaps are identified. 2 Select RITZ-CARLTON Str ategic Mandates 3 Develop RITZ-CARLTON â€Å"VitalFew† Objectives and Targets March—June Figure 2. 1 Step 1 March – June Using the Macro Environment Analysis, Senior Leaders confirm the 10 Year Vision, 5 Year Mission, Strategy, Methods and Foundation or make changes. Step 2 March – June Deployment Process 5 1 Reinforce Pyramid Concept/ Plans/Budget Develop Production Processes 6Using the Macro Environment Analysis, strategic mandates are identified along with gaps in performance. Step 3 March – June The strategic mandates and the gaps identified in the Macro Environment Analysis are used to create the Vital-Few Objectives for the next three years. The Objectives are designed to address the projected gaps identified in the Macro Environment Analysis and to maintain or enlarge The Ritz-Carlton advantage over competitors where these advantages exist. VitalFew Objectives are separated into multiple categories for two purposes: (1) respond to the Strate gic Mandates and (2) represent all who are ffected by The Ritz-Carlton. The output of this step becomes our Pyramid (Figure 1. 3, page 7). Communicate Pyramid Concept to the Ladies and Gentlemen 2 Deploy Support Processes 7 Execute Plans 8 3 Develop Preliminary Plans / Budgets for L. L. C. and Hotels Daily Line-Up Reinforcement on-going throughout the year 9 Evaluate/Improve Planning Process 4 Finalize RITZ-CARLTON Pyramid Plan, Budgets for L. L. C. and Hotels Conduct Monthly Reviews of Plan at all levels. Collect information for the next cycle. October—February July—September Figure 2. 2 8 The Ritz-Carlton Hotel Company, L. L. C. 999 Application Summary Deployment â€Å"DO† Activities that have been agreed upon are then tied into our financial planning and budget process. The specific actions by Senior Leaders to deploy the Vital-Few Objectives are shown in Figure 2. 2. Steps 5 – 7 October – February Step 5 occurs during our semi-annual General Ma nagers meeting which sets in motion steps 6 and 7. Step 1 July – September Key Production processes are identified by three criteria: (1) work that ranks very important to customers (2) work that is rising in importance to customers and (3) work that is poor in comparison to competitors.These processes must then be developed and deployed. This is done by process owners at the corporate level. For a discussion of these processes and how they are developed see Section 6, Process Management. Step 8 On-Going Throughout the Year Every day, in every work area, on every shift, a brief line-up meeting is held. During these formative sessions, the Pyramid Concept is deployed, The Gold Standards are reinforced and good ideas are shared. Step 9 Annually Step 2 July – September Each year the Vice-President of Quality is responsible for evaluating and improving the Strategic Planning Process.Benchmarking other Baldrige recipients is used extensively for continuous improvement. Supp ort processes are deployed to the support functions of the organization. These processes indirectly affect our products and enable us to reach our Vital-Few Objectives. These processes are also developed/deployed by corporate process owners at the corporate office. Results â€Å"Checks† Monthly performance reviews of the the Strategic Plan are conducted by the upper managers at the corporate and hotel level. The framework of a typical review is shown in Figure 2. , which focuses on the pre-established performance indicators of the Vital-Few Objectives as well as key processes. This information allows us to easily make improvements and benchmarking comparisons which are discussed in Category 4. Steps 3 – 4 July – September To bring out into the open the resources required to reach our Vital-Few Objectives, we involve the Ladies and Gentlemen of The Ritz-Carlton. First, we communicate the measures and targets of our Vital-Few Objectives to lower levels of the orga nization. The lower levels then identify the deeds, that if done, will collectively meet the objectives.The lower levels also â€Å"submit the bill† to perform these deeds. Focus Indicators What’s Reviewed Employee Pride & Joy †¢ Key Survey Questions †¢ Turnover Actual versus Plan / Trends Customer Loyalty †¢ Overall Customer Satisfaction †¢ Customer Difficulties Revpar / P&L †¢ Advance Bookings †¢ Market / Business Performance Actual versus Plan / Foremost Competitor, Trends Actual versus Plan / Industry Trends Key Processes †¢ Key Production and Actual versus Support Processes Plan / Trends Figure 2. 3 Process Owner †¢ Human Resource Director †¢ Operations Director †¢ Quality Director †¢ Marketing Director †¢ Finance Director Functional Leaders 9 The quarterly performance reviews are translated into opportunities for improvement and innovation. These decisions are determined by process owners with assistance from the special organization of Directors of Quality. Widespread understanding and involvement of findings and actions are deployed to lower levels through: (1) the traditional hierarchy (2) process owners and teams and (3) Commitment to Quality newsletters. Another form of improvement is the evaluation of the Strategic Planning Process. The Vice-President of Quality is responsible for developing, benchmarking and improving his process. The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Customer and Market Focus A particularly noteworthy tool that we use is CLASS (an automated â€Å"memory system† that links returning guests to their preferences). The practice of remembering regular guests creates lasting relationships, which is a major competitive advantage for us. The types of information stored in the CLASS database are given in Figure 3. 2 . At The Ritz-Carlton, customer and market focus concentrates on the information needed for hotel development and ope ration explained in Section 6, Process Management.Approach â€Å"Plan† In addition, we utilize other information technology: (1) DFS (2) Product Quality Indicators (PQI) and (3) Service Quality Indicators (SQI), explained in the next Section, Information and Analysis. The many needs and sources of this information (i. e. market research) are summarized in Figure 3. 1. Needs and Sources of Market Research at The Ritz-Carlton Needs for Market / Customer Information Brought to our Attention Readily Available but Requires Analysis Determination of Market Segments †¢ Sales and Marketing function ranks potential and current customers by volume, geography and profit Analysis of â€Å"CLASS† database Identifying Potential Customers Relative Priorities of Customers †¢ â€Å"Automated Memory System† that links returning guests to their preferences Widespread Customer Dissatisfaction Competitive Quality Status Opportunities for Improving RevPAR through Quality â € ¢ Alliances with Travel Partners (Airlines, Credit Card Companies, Convention Bureaus, etc. ) †¢ Same as above †¢ Focus Groups †¢ Customer Satisfaction results †¢ Use of Information Technology †¢ DFS Demand Forecast Individual Dissatisfaction of Customers Must be created by a Special Study †¢ Complaints, Claims, ClientAlerts, Feedback from the Salesforce, Summarized in the SQI/PQI †¢ Pareto analysis of the SQI and PQI †¢ Ratings from Customers, Star Report, Salesforce reports †¢ Summary of above analysis †¢ Summary of above †¢ Criteria, Rating and Awards from Travel Industry publications †¢ Pareto analysis to identify major causes of customer dissatisfaction Figure 3. 1 10 †¢ Interviews with customers †¢ World-Class customer and employee satisfaction data †¢ Special psychological studies to understand: 1. What Customers mean, not what they say 2. How to appeal to the customer in the language they most und erstandThe Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Deployment â€Å"DO† to remember returning guests and generate essential preference and schedule information to all concerned. In this way, the Ladies and Gentlemen of The Ritz-Carlton and our suppliers understand what is â€Å"new or different† about each individual customer or event. The specific actions taken by our Sales and Marketing Leaders to deploy our Market Research conclusions consist of four major processes: (1) The 6 P’s Concept (2) Operation of the CLASS database (3) Complaint Resolution Process and (4) Standard Performance Measurements.Standard Measurements The Six P’s Concept The major components of our Sales and Marketing Performance Management System are shown in Figure 3. 3. Since these measures both precede and lag the operation they are both forward-looking and reaction based. After we gain a full understanding of our market segments, customers and their relative priorities, we develop and distribute, internally, a 6P’s Concept. The concept consists of: (1) Problem or need of the Customer (2) Product (what is it) (3) Promises (what it can do for the customer) (4) Personal Advantage (what can the customer do because of it) 5) Positioning (the benefit of it versus the competition) and (6) Price/Value (what customers must give up in time or money to get it). These concepts lay the groundwork for process design. Subject Advance Bookings The 6P’s concept typically creates a vision of wellbeing, which results from the purchase of Ritz-Carlton products – genuine care, comfort and prestige. By disseminating this information into the marketplace, we reinforce an aura of competence. Service Quality Indicators (SQI) measure The Gold Standards Revenue Per Available Room (RevPAR) Customer Satisfaction Determination The P&L StatementFigure 3. 3 Operation of the CLASS Database Precede / Lag Operations Precedes up to several years Lags by One Day Results â€Å"Check† A major challenge faced by The Ritz-Carlton is to remember each of its 800,000 plus customers. In response, a special organization exists in each of our hotels called Guest Recognition. This special function uses the CLASS database Lags by One Day Lags by 45 Days Lags by 40 Days The effectiveness of our Customer and Market Focus is evaluated through reviews of our standard performance measures daily, monthly and annually. Daily reviews at hotels consist of SQI and RevPAR y market segment and performance. †¢ †¢ †¢ †¢ †¢ Likes/Dislikes Previous Difficulties Family Interests Personal Interests Preferred Credit Cards Recency/ Frequency of Use †¢ By Hotel †¢ All Hotels Lifetime †¢ Usage †¢ Amount of Purchase Monthly reviews at all levels consist of Advance Books, Customer Satisfaction, RevPAR by Market Segment and the P&L Statement. Knowledge of Individual Customers, Stored in CLASS Database Annual revie ws at the corporate level are contained in our Strategic Planning Pre-Work, Macro Environment Analysis. Improvement â€Å"Act† The daily and monthly reviews identify performance gaps to be corrected.The extensive analysis of the Macro Environment Analysis drives confirmation or changes in marketing strategy, objectives and plans. Figure 3. 2 11 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Information and Analysis The PQI are our Product Quality Indicators, which consist of the 10 most serious defects that can occur in the development phase of a new Ritz-Carlton Hotel, listed in Figure 4. 4. Approach â€Å"Plan† Two basic types of measurements are used at The Ritz-Carlton: (1) organizational measurements for upper managers at both the corporate and hotel levels and (2) operational (i. . process) measurements for planning, assessing and improving daily operations. A further distinction in our measurement is whether it provides information before, dur ing or after operations (Figure 4. 1–4. 3). PQI Defects 1. Sub-Standard Management Contract 2. Missing / Wrong Concepts 3. Late Feasibility Study 4. Wrong / Late Schematic Design 5. Detailed Design Changes 6. High-Risk Facility Suppliers 7. Late Construction Days 8. Missing / Inadequate Key Production and Support Processes 9. Inadequate Pre-Sales Results 10. Inadequate Caring Mindset of Employees Figure 4. 4Before Operations Measures Subject MacroEnvironment Analysis Unit of Measure Summaries of Performance, Money, Ratios, Indexes New Hotel Development Defect Points (i. e. PQI) Daily Variable Demand Production/Hours worked ratio Use Annual Input for Senior Leaders to reset organizational and operational measures Measures for Senior Leaders to plan, assess and improve each new hotel development Plan daily operations and pricing Since our customer requirements extend beyond the functional to the sensory (which are difficult to measure), we rely on The Gold Standards to measure quality during operations.Most of these measures are used by line level employees. We can do this effectively since the workforce is selected, trained, certified, reinforced and rewarded through our Gold Standards, This qualifies them to design the appropriate sensory measurements that allow them to assess their work and take appropriate actions. Figure 4. 1 The SQI are our Service Quality Indicators, which consist of the 10 most serious defects that can occur during the regular operation of a Ritz-Carlton hotel. The seriousness of each defect is weighted by a point value listed in Figure 4. 5. During Operations Measures SubjectThe Gold Standards Unit of Measure Taste, Sight, Smell, Sound, Touch Use Operational measures for the individual Employee to Plan, Assess and Improve their Work SQI Defects 1. Missing Guest Preferences 2. Unresolved Difficulties 3. Inadequate Guestroom Housekeeping 4. Abandoned Reservation Calls 5. Guestroom Changes 6. Inoperable Guestroom Equipment 7. Unread y Guestroom 8. Inappropriate Hotel Appearance 9. Meeting Event Difficulties 10. Inadequate Food/Beverage 11. Missing/Damaged Guest Property / Accidents 12. Invoice Adjustment Figure 4. 5 Figure 4. 2 After Operations Measures Unit of Measure OrganizationalPerformance Indicators, Money, 1–5 Scale, Percentages Key Production Weighted Defect Points (SQI) and Support Production/Hours Processes worked ratio Revenue per Available Room Figure 4. 3 Subject Vital-Few Objectives Use Improve Organizational Performance Improve Daily Operations Points 10 50 1 5 5 5 10 5 5 1 50 3 The total number of occurrences is multiplied by the weight, totaled and divided by the number of working days applicable to obtain an average daily point value. The average daily point value is disseminated to the workforce daily. Improve Pricing Policies 12 The Ritz-Carlton Hotel Company, L. L.C. 1999 Application Summary Comparative Benchmarking process owners to each metric associated with key production and sup port processes. There are three types of comparative data at The Ritz-Carlton: (1) comparisons to industry and our foremost competitor (2) benchmarks outside our industry and (3) benchmarks inside our company. Since we began formal benchmarking in the 1980’s, we have found this highly useful as it has pushed us over the years to even higher target levels of performance and roadmaps to get there. Figure 4. 6 details the sources of this data and the types of information that are analyzed.Since these process owners are heavily involved in designing the architecture of the data and information that they review, rarely do they see a fact or figure presented in a way they don’t understand. Results â€Å"Check† Since we place such a strong emphasis on fact-based decision making, reliability of the data is critical. We rely on our highly trained Ladies and Gentlemen (including statistically trained at all levels) to insure data and information reliability. At the corpor ate level, we assign individual process owners to assure data can withstand scrutiny and provide background information.We also retain third-party specialists to provide independent reviews of information analysis and processes. Deployment â€Å"DO† The specific actions taken by Senior Leaders to deploy the information and analysis approach is based on the concept of individual process owners. Individual Process Owners Improvement â€Å"Act† Our Senior Leaders and Hotel Guidance Teams have the high level organizational performance data they need because we assign individual owners to each metric associated with the Vital-Few Objectives. In addition, our Vice-President of Quality keeps our performance measurements current with business needs.Whenever our process owners and consulting specialists indicate a change of plan is needed, the plans are rewritten, rebudgeted and reapproved. Our Ladies and Gentlemen, on a daily basis, identify and implement improvements in perfo rmance measurement as expected in our culture and facilitated through the training and performance management programs outlined in Category 5. Our Ladies and Gentlemen have the operational performance data they need daily because we assign individual Sources of Comparative Data Internal Source External Information Source Each Hotel’s measurements in the areas RCHC of employee satisfaction, customerInformation, Analysis System satisfaction, RevPAR and operational performance are compared Information Ritz-Carlton Marketing and Finance RCHC functions compare us against our Information, Analysis System competitors in the area of market and business performance Process Champions Operations, Human Resources, Baldrige Award Marketing and Finance leaders drive Winners best practices and processes both up and down the organization Annually, the VP of Quality studies comparative data and best practices Regional VP Meeting These periodic meetings focus on review Kaznova of performance t o plan ConsultantsWorld-class benchmarks New Hotel Start-Up When Ritz-Carlton managers are assigned as trainers in a new hotel, they learn and share best practices Travel Publications, AAA, Mobil Criteria to identify industry trends and performance Best Practice Sharing Any â€Å"new idea† implemented is shared Mayflower company-wide via E-mail. Results and Group Improvements are communicated in the daily Commitment to Quality newsletter Travel Industry Criteria and Publications Figure 4. 6 13 The VP of Human Resources compares us to America’s most-admired companies (i. e. Fortune 500 and Baldrige winners) in the area of Employee SatisfactionThe Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Human Resource Approach Human Resource Focus Skilled and Empowered Work Force Operating with Pride and Joy Our human resource approach is summarized in Figure 5. 1, which is the well-established model that underpins and aligns our various human resource philosophies and programs. Ritz-Carlton Work Environment Approach â€Å"Plan† Ritz-Carlton Human Resources Fundamentals Our Senior Leaders decided to increase both the meaning and satisfaction our people derive from their work. This approach consists of three basic components: (1) ourLadies and Gentlemen know what they are supposed to do (2) they know how well they are doing and (3) they have the authority to make changes in the process under their authority or their own personal conduct. †¢ Quality Selection Process †¢ Orientation †¢ Training Certification †¢ Line-up and daily training †¢ Communication †¢ Personal and professional development †¢ Work/life issue management †¢ Job Enlargement †¢ Career progression †¢ Performance measurement †¢ Legal compliance †¢ Employee Rights †¢ Issue Resolution Process †¢ Reward and Recognition Know What They are Supposed To Do At Ritz-Carlton our Ladies and Gentlemen know hat they are supposed to: (1) learn and use The Gold Standards (2) master the procedures of their job (i. e. Training Certification) and (3) generate ideas to improve products, services and processes. Know How Well They Are Doing Figure 5. 1 We keep our Ladies and Gentlemen informed on how well they are doing in many forms. They receive coaching from managers and peers on individual tasks throughout the day. Our education and training is designed to keep individuals up to date with business needs. The Corporate Director of Training and Development and the Hotel Directors of Training and Development have the responsibility to make ure that training stays current with business needs. To do this, they work with Human Resource and Quality Executives who input organization and job performance training requirements or revise existing ones. The flow of this process is shown in Figure 5. 2. Key developmental training needs are addressed through a core of courses that all employees receive. Daily, th ey receive information from the SQI report. Finally, they receive semi-annual performance appraisals on their general performance. The Authority to Make Changes The ability of our Ladies and Gentlemen to regulate ow work gets done is assured through Basic Standards set out in The Credo Card, â€Å"People have the right to be involved in the planning of the work that affects them†. All employees (regardless of their level in the company) receive the same mandatory two day orientation process, which includes classroom type training on The Gold Standards and The GreenBook (page 16). Deployment â€Å"DO† As shown in Figure 5. 2, we use input from employees and their supervisors in determining educational needs primarily via a review and analysis of our performance appraisal documents.The Hotel Director of Training and Development and the Quality Trainers also receive and consider direct feedback from Ritz-Carlton personnel. When training is designed, it is piloted and appr oved in a fashion similar to the new product and service development process described in Category 3. Participants in the pilot provide direct, candid feedback to the designers and instructors. The specific actions taken to deploy our approach range across a broad spectrum, but most significant activities consist of: (1) The Quality Selection process and (2) Employee Education, Training and Development.Our President and COO started as a waiter’s apprentice in Europe, and many of our executives started as front line personnel in Ritz-Carlton Hotels and were promoted as they rotated jobs. Therefore, training receives the highest attention in our company. 14 The Ritz-Carlton Hotel Company, L. L. C. 1999 Application Summary Departmental Trainer Evaluate Student Reaction/Needs Managers/Training Director Evaluate Performance appraisals/training results Vice-President, Quality Determine Organizational Performance Excellence Requirements Vice President, Human Resources Determine Orga nizationalDevelopmental Training Requirements Corp Director of Training and Development The Ritz-Carlton Design of Courses Confirm/Modify existing processes/Facilities Develop/Improve Courses/Processes/Facilities Project Team Codeveloped with supplier of new equipment/ Technology Outsource Figure 5. 2 â€Å"themes† of each job. The graph also contains comparative data which consists of industry and Ritz-Carlton norms. Although job induction training is classroom delivered by the Director of Training and Development and the General Manager, most training delivery is on-the-job. This onsists of: (1) daily line-up (2) self-study documents (3) developmental assignments and (4) training certification. Most training is evaluated through examinations, while other methods include audits, performance reviews and appraisals. Day 21 21 days after orientation, each orientation class reunites for a day of evaluation and debriefing. A similar session occurs on or near day 365. Approximatel y 80% of the training received by The Ritz-Carlton Ladies and Gentlemen is from in-house sources which allows us to have direct control over the method of training delivery and evaluation.

Mary Queen of Scots- Biography - 1785 Words

The biography that is being reviewed is Mary, Queen of Scots by Gordon Donaldson. Mary Stuart, was born at Linlithge Palace on December 8, 1542, sixs days later she became Queen of Scotland. Mary became Queen of France and soon her greediness grew and she wanted to take over England. Mary was unwilling to stay in France, so she went back to Scotland. There her second husband died and she was imprisoned in England for the suspicion of the murder. Mary had a bad ending to her life. Mary got caught in attempting an assassination of Queen Elizabeth for which she was beheaded on February 8, 1587. In conclusion, Mary had a hard life trying to keep her thrones. The first chapter in the book discusses the reign of King James V, father of†¦show more content†¦There was talk that Moray was withholding evidence to get Mary imprisoned for life yet no one could prove it. Despite what Mary had conceived about Elizabeths feelings, the queen was less than pleased from the arrangement. Mary was then moved to Westminster where Elizabeth decided that the trial proceedings should take place there. Moray was now able to receive the assurance that he wanted- that if he should prove Marys guilt, his position would be secured, and Mary would be imprisoned for life. Mary was refused the right to be received in person. During the trial, there was a deadlock. Elizabeth refused to let Mary see the Book of Articles until she promised to answer it, and Mary had refused to promise to answer it until she had seen it. It was on January tenth that Elizabeth announced her inconclusive finding. Nothing had been proved against Moray to prove his dishono r and nothing had been proved against Mary to cause Elizabeth to conceive any evil opinion of her. Both were innocent. But the two were treated differently. Moray was given liberty to depart for Scotland, with a loan. Marys commissioners said that if Moray is at liberty to go, then so should Mary be. It was a double success for England. 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This book is a positive, and different, look on Mary Tudors reign as queen of England. This novel is composed of essays by ten different historians who analyze different aspects of Mary’s reign and provide new perspectives on it. The book is split into two sections, old and new perspectives. The first section, old perspectives, is a broader look of Mary’s reign and reputation after her death. The secondRead MoreHenry Viii And Elizabeth Of York1038 Words   |  5 Pageswives(Crofton 130)! His first wife was Catherine of Aragon (Crofton 130). They were married for 24 years ,but that came to the end when Catherine could not g ive him a male heir (Ives). They had many children but only one survived her name was Mary (Ives). Later known as â€Å"Bloody Mary†(Perry 78). SInce she could not give him a boy he wanted a divorce (Ives). He sends Wolsey to go talk to the pope about the divorce (Ives). Wolsey fails to convince the pope to approve the divorce so Henry stripped Wolsey ofRead More Mary, Queen of Scots by Gordon Donaldson Essay1756 Words   |  8 Pages The biography that is being reviewed is Mary, Queen of Scots by Gordon Donaldson. Mary Stuart, was born at Linlithge Palace on December 8, 1542, sixs days later she became Queen of Scotland. Mary became Queen of France and soon her greediness grew and she wanted to take over England. Mary was unwilling to stay in France, so she went back to Scotland. There her second husband died and she was imprisoned in England for the suspicion of the murder. Mary had a bad ending to her life. Mary got caughtRead MoreBrief Biography of Mary, Queen of Scotts2671 Words   |  11 Pageshave all heard of Mary, Queen of Scots on at least one occasion throughout our lives, regardless of if we recall hearing about her or not. 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Essay on George Washington Carver - 1242 Words

George Washington Carver was born into slavery January of 1860 on the Moses Carver plantation in Diamond Grove, Missouri. He spent the first year of his life, the brutal days of border war, between Missouri and neighboring Kansas. George was a very sickly child with a whooping cough, which later lead to his speech impediment, and he was tiny and puny. Georges father, James Carver, died in a wood hauling accident when he was bringing wood to his masters house one day. George was sick a great deal during his early years. In 1861, when George was one year old, raiders kidnapped him and his mother with horses from their home in Missouri. Moses Carver, Marys master, heard that a bushwhacker named Bentley knew Marys whereabouts along with†¦show more content†¦A few years later George decided to leave the Carvers and go on with his education. He set out and ended upon the farm of a family, Christopher and Mariah Watson, who became his foster parents. While under the Watsons care, G eorge attended the colored school of Neosho. From age 10, his thirst for knowledge and desire for formal education led him to several communities in Missouri and Kansas Later he moved to Fort Scott, Kansas to attend High school. In 1890, to Indiana, Iowa were he enrolled at Simpson College to study piano and painting. In 1891 he got admission in Iowa State University and gained his BS in 1894 and MS in 1897 in Bacterial Botany and Agriculture. Meanwhile he also took art and piano lessons. In 1894, Carver qualified for an opening, in Iowa, on the faculty as assistant botanist in the experiment station. Carver devoted special attention to bacterial laboratory work in systematic botany. He also collaborated with Dr. Pammell, an eminent botanist, on two publications: Treatment of Currants and Cherries to Prevent Spot Diseases, and Fungus Diseases of Plants at Ames. In 1985, Dr., as he was known as, George Washington Carver was sent a request asking him to accept the Chair of Agriculture at the Alcorn Agricultural and Mechanical College in Westside Mississippi. While in Mississippi George really learned about Jim Crowism through the peopleShow MoreRelated George Washington Carver Essay621 Words   |  3 Pages George Washington Carver George Washington Carver was born in Diamond Grove, Missouri during the spring of 1864 or 1865. Like many slaves, he was uncertain of his birth date. His mother, Mary, was a slave who belonged to Moses and Susan Carver. As an infant, slave raiders kidnapped his mother. The childless carvers reared George and his older brother, James. Growing up, George was captivated by plants. Many neighbors referred to him as the â€Å"Plant Doctor†. 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This dynamic leader prevailed over getting born without a name into slavery, overcoming poverty, and prejudice to commit his life in helping others achieve a better livelihood. Through his actions, he was able to earn high levels of respect of self-worth, dignity, honor, and infinite achievement. Booker T. Washington was the first president and principal of the Tuskegee Institute in 1896. Booker T. Washington sent an invitation

A Comparison of Hamlet and Mcmurphy in One Flew over the...

A Comparison of Hamlet and McMurphy in One Flew Over the Cuckoos Nest It is suggested that in modern literature, the true element of tragedy is not captured because the protagonist is often of the same social status as the audience, and therefor, his downfall is not tragic. This opinion, I find, takes little consideration of the times in which we live. Indeed, most modern plays and literature are not about monarchs and the main character is often equal to the common person; this, however, does not mean the plot is any less miserable nor the outcome any less wretched. The first work I have chosen proves this fact. One Flew Over the Cuckoos Nest, a first novel by Ken Kesey published in 1962, is a contemporary tragedy describing†¦show more content†¦He was the logger again, the swaggering gambler, the big redheaded brawling Irishman, the cowboy out of the TV set walking to me a dare. The common theme in each plot is a rise against tyranny in defense of ones honor to defeat the evil repressor. Despite their different methods, it was the eventuality of revenge that drove Hamlet and McMurphy onward to the brutal end of it all. Although McMurphy disguises it with ignorance and Hamlet flaunts it in his wit, another striking resemblance is the aptitude of these two characters. A consequential parallel between them is also their use of this intellect to set and trap the other characters. McMurphy does this with interest in personal gain, as he often maneuvers the other patients into betting against him when unbeknownst to them, the odds are in McMurphys favor: He let the odds stack up, and sucked them in deeper and deeper till he had five to one on a sure thing from every man of them, some of them betting up to twenty dollars. Hamlet as well manipulates for personal gain, though his is not monetary. He plots to fulfill he need for absolute certainty; his, is a plot for information. Certainly, the best example of this, is the influence Hamlet uses on the play staged by the traveling theater company. His insistence the players perform The Murder of Gonzago, a show that eerily shadows the method used by Claudius himself

Awareness and Adoption of E Banking in Pakistan Free Essays

Abstract: This study aims to understand customers’ perception towards adoption and awareness of electronic banking in Pakistan. The outcomes would help the policy makers to develop effective strategies for future outlook of electronic banking in a country. The results suggest that banks’ customers in Pakistan perceive electronic banking as a tool for minimizing inconvenience, minimizing risk of carrying cash and time saving. We will write a custom essay sample on Awareness and Adoption of E Banking in Pakistan or any similar topic only for you Order Now Customers further believe that electronic banking increases chances of government access to public data, increases chances of fraud and data losses. It reduces cost and save our precious time. There are also some limitations of e-banking as it requires skills to operate it and passwords can be hacked. This research paper discussed that people of Pakistan are well aware of electronic banking but they are not satisfied with the services provided by the bank and they also feel risk in that service that’s why they trust more on employees. It contains different demographics and their association with research questions. The results conclude that various customers segments do not differ in opinions towards benefits and risks associated with e-banking. This paper also includes recommendations in which it describes that what strategies the banks should choose to increase the satisfaction of customers Keywords: electronic banking; e-banking; customers’ perception; adoption; Pakistan, e-banking in Pakistan, e-banking, SMS banking, ATM I. INTRODUCTION The developments taking place in information and communication technology are increasing competition in financial institutions worldwide. Development of electronic distribution channels in financial industry has completely transformed the traditional bank–customer relationship in recent years. It has reduced personal contacts between the service providers and the customers (Barnes and Howlett, 1998). The scenario is further changed with increased competition among banks and non-bank financial institutions (Zineldin, 1996). Thus an enhanced understanding of why some people adopt one distributional channel and others do not, alongside an identification of the factors that may influence this decision is vital to investigate (Patricio, 2003). Thus, the deployment of advanced technologies is essential to achieve a competitive edge. In the world of banking, the development of information technology has an enormous effect on development of more flexible payments methods and more-user friendly banking services. Recently, the banking industry was highly affected by the technology evolution that transformed the way banks deliver their services, using technologies such as automated teller machines, phones, the Internet, credit cards, and electronic cash. In line with global trends, electronic banking in Pakistan has been undergoing many changes. Electronic banking is a term for the process by which a customer may perform banking transactions electronically without visiting a brick-and-mortar institution. Electronic banking refers to systems that enable bank customers to access accounts and general information on bank products and services through a personal computer (PC) or other intelligent device. There are many benefits of e-banking as it provides easy way to monitor an account, we can shop, pay bills, buy items at auction, and transfer money from anywhere at any time, it reduces costs, it saves time, and vice versa. Objectives This study focuses on awareness and adoption of electronic banking in Pakistan. Our objectives of this research were to: 1. Check awareness of electronic banking in Pakistan. 2. Check why people are not aware of electronic banking. 3. Know if the people are aware of electronic banking then to how much extent. 4. Check whether banks of Pakistan are providing electronic banking or not. 5. To find the critical attributes that customers expect important while using electronic banking. 6. To find the key variables that affect customers’ evaluations towards risk associated with electronic banking. 7. To understand the relationship between demographic characteristics of customers and their perceptions towards electronic banking. 8. To present results and implications which are insightful to researchers and banks interested in electronic banking. This research is important because it tells bankers that how much people in Pakistan are aware of and adopt the electronic banking and to how much extend. It also tells them to improve their e-banking services in Pakistan. Electronic banking in Pakistan State-owned banks dominated the Pakistani financial market before 1990. The government introduced economic liberalization policies in 1991 when two smaller banks, Muslim Commercial Bank and Allied Bank were privatized. Since then, the government continuously advocated the privatization of existing state-owned enterprises and encouraged the private and foreign banks to setup their businesses in the country. Recent acquisition of locally owned Union Bank by Standard Chartered Bank indicates foreign interest in domestic financial market. According to State Bank of Pakistan (SBP) annual report (2005), there were 35 commercial banks, including 16 private banks (with 797 branches), 11 foreign banks (with 82 branches), 4 privatized banks (with 4,141 branches) and 4 public banks (with 1,543 branches), respectively. Electronic banking is an innovation in the series of technological wonders. Automated teller machine (ATM), telephone banking, internet banking, credit cards and debit cards, etc. have emerged as effective delivery channels for traditional banking products. In Pakistan, foreign banks took a lead by introducing ATM and credit cards in mid-1990s followed by domestic banks in late 1990s. Annual Report of SBP (2003, p. 110) explained this delay in electronic banking largely by regulatory hurdles, higher startup costs, an ongoing banking sectors reforms and lack of technical skills. The government also introduced Electronic Transaction Ordinance in 2002. This ordinance provides legal recognition to digital signatures and documentation. Thus reducing the risks associated with the use of electronic medium of business. At present, almost all commercial banks in Pakistan have setup their ATM networks, issuing debit and credit cards and have joined one of the two operating ATM Switch Networks. According to Kolachi (2006) Pakistani banks provide the following online banking services and products. 1. Enquiry, account statement enquiry, account balance enquiry, check statement enquiry, fixed deposit enquiry 2. Payment, funds transfer, credit card payments, direct payments, utility bills payments 3. Request, checkbook request, stop payment request, demand draft request, new fixed deposit request 4. Download, customer profile, statement download, other information and guidelines downloads. 4 Literature review Consumers’ perceptions towards adoption of electronic banking have attracted many researchers in recent years. Thornton and White (2001) who compared seven distribution electronic channels available for banks in US concluded that customers’ orientation such as convenience, service, technology change, knowledge about computing and availability of internet affected the usage of different channels. According to Hagel and Hewlin (1997) the Internet banking became very attractive to customers and lots of banks because the technology is being accepted by them and they can now understand and have information about the complex products. Nowadays banks are also facing a lot of competition and need a high market share and provide better services to its customers so that they can attract the new customers and old customers do not try to leave them. Howcroft et al. 2002) found that the most important factors that have encouraged consumers to use online banking are lower fees followed by reducing paper work and human error which subsequently minimize the human disputes (Kiang et al. , 2000). Byers and Lederer, (2001 ) concluded that it was changing consumer attitudes rather than bank cost structures that determines the changes in distribution channels; they added that virtual banks can only be profitable when the segment that prefers electronic media is approximately twice the size of th e segment preferring street banks. Decrease in percentage of customers visiting banks with an increase in alternative channels of distribution will also minimize the queues in branches (Thornton and White, 2001). Internet banking increases power of the customers to make price comparison across suppliers quickly and easily, which subsequently pushes the price and margins downwards (Devlin, 1995). Although, electronic banking provides many opportunities for the banks, it is also the case that the current banking services provided through Internet are limited due to security concerns, complexity and technological problems (Sathye, 1999: Mols, 1999). Risks associated to electronic banking Although internet provides many opportunities for banks but it is the case that current banking services through internet are limited due to security concerns, complexity and technological problems (Mols, 1999; Sathye, 1999). Hewer and Howcroft (1999) referred the term trust to measure a risk. While, Suganthi et al. (2001) viewed risk in context of security concerns and risk in context of trust in one’s bank. Finally, a number of studies also found trust and perceived risks have a significant positive influence on ommitment (Bhattacherjee, 2002; Mukherjee and Nath, 2003) and ultimately leads towards overall satisfaction (Rexha et al. , 2003). Reputation of a service provider is another important factor affecting trust. Doney and Cannon (1997) defined reputation as the extent to which customers believe a supplier or service provider is honest and concern about its customers. Tyler and Stanley (1999) argued that banks can build close and lo ng-lasting relationship with customers only if trust, commitment, honesty and cooperation are developed between them. Nancy et al. 2001) study found that customers’ complaint about computer logon time which are usually longer than making a telephone call. Further, the respondents felt that they have to check and recheck the forms filled online, as they are worried about making mistakes. Frequent slow response time and delay of service delivery causes customers to be unsure about the completion of a transaction (Jun and Cai, 2001). Min and Galle (1999) found crashes in operating systems and disruption of information access as common factors related to unwillingness to use internet channels for commerce. Liao and Cheung (2002) found that individual expectations regarding accuracy, security, transaction speed, user friendliness, user involvement and convenience are the most important attributes in the perceived usefulness of internet-based e-retail banking. Confidentiality of consumer data is another important concern in adoption of online banking (Gerrad and Cunningham, 2003). Customers fear about someone’s unlimited access to personal financial information. White and Nteli (2004) focused on why the internet usage has not been increased in UK as compared to internet usage for banking purposes? Results found that the customers still have concerns about the security and safety aspects of the internet. Lack of internet accessibility and a provision of documentary evidence for all transactions are found important hurdles in the development of electronic banking in Thailand (Jaruwachirathanakul and Fink, 2005). Laforet and Li (2005) found that habit of carrying cash, less accessibility of internet and documentary proof of financial transaction as important hurdles in adoption, in case of China. Lack of specific laws to govern internet banking is another important concern for users. It covers issues such as unfair and deceptive trade practice by supplier, unauthorized access by hackers. Larpsiri et al. (2002) argued that it is not clear whether electronic documents and records are acceptable as sufficient evidence of transactions. Another issue is the jurisdiction of the courts and dispute resolution procedures in case of using internet for commercial purpose. Dispute can arise from many issues. For instance, websites is not branch of the bank. It is difficult for the court to define location of branch and decide whether they have jurisdiction (Rotchanakitumnuai and Speece, 2003). Other risks associated to electronic banking are job losses, lack of opportunities to socialize and development of lazy society were mentioned by (Black et al. , 2001). Demographic factors Gender alone is not a significant factor, affecting adoption of technology in general (Gefen and Straub, 1997). However, Kolodinsk et al. (2004) found that married couples are more likely to adopt the new technology than either single males or females. Research has also linked age and adoption of technology, as young people are more likely to adopt technology (Lee et al. , 2002). Maturity in population in terms of knowledge, confidence and comfort in computer usage also increase influence towards online banking (Karjaluoto et al. , 2002). Increase in income and education have found positive effects on adoption (Lockett and Littler, 1997; Sarel and Marmorstein, 2003). Mattilia et al. (2003) indicated that young, educated and wealthy consumers are most likely to adopt internet banking in Finland. Mature customers prefer personal service and a printed receipt of their transactions. Mature customers also perceive internet banking to be more costly than paying bills over the counter. Methodology The study was conducted in Lahore city which is the second largest city of Pakistan and represents almost 20% of all branches network. Branches for survey were selected on convenience basis but after the permission of respective branch managers. Survey covered both residential and commercial areas. In this research data is conducted by using questionnaire as a data collection instrument, in which questions were asked starting from their command on computer and internet usage, following with the awareness of electronic banking and its types, about the benefits of e-banking and then some questions regarding their bank services and the security provide by these banks. The questionnaire includes close-ended questions and they were on liker scale of utilizing a five point categorical. IV. EMPIRICAL RESULTS There is â€Å"table † which shows gender wise association with research questions No. Question| Gender| | Total| P – values| | | | Male| Female| | | | | | | | | | | 1| Aware of electronic banking| 196| 200| 396| 0. 011| | 2| Your bank provides electronic banking facility| 190| 195| 385| 0. 000| | | | | | | | | 3| Aware of SMS banking| 196| 195| 391| 0. 036| | | | | | | | | 4| Aware of INTERNET banking| 189| 198| 387| 0. 010| | | | | | | | | 5| Aware of ATM card usag e| 193| 198| 391| 0. 054| | | | | | | | | 6| Aware of PHONE banking| 193| 199| 392| 0. 272| | | | | | | | | 7| Satisfied with the E-banking services provided by| | | | | | | bank| 192| 198| 390| 0. 08| | | | | | | | | 8| Satisfied with the security of E-banking provide by| | | | | | | bank| 191| 195| 386| 0. 068| | | | | | | | | 9| Want to use e-banking facilities in future| 194| 197| 391| 0. 000| | | | | | | | | Table shows the different questions and their association with gender. First question is about awareness of electronic banking. Total respondents who answered this question were 396 in which 196 were male respondents and 200 were female respondents. Its result shows that awareness of electronic banking is dependent on gender. Next question was answered by 385 total respondents from which the amount of male and female were 190 and 195 respectively. Its results show that providing e-banking services by banks were highly dependent on gender. Third one is about awareness of SMS banking which was answered by 196 male and 195 female respondents. Its result shows that awareness of SMS banking is also dependent on gender. Now the next question is about Internet banking awareness which was answered by 189 male respondents and 198 female respondents and its result shows that awareness of internet banking is dependent on gender. Next question is about awareness of ATM card usage. Total 391 respondents answered that question from which the amount of male and female were 193 and 198 respectively. It results shows that awareness of ATM card usage is not dependent on gender. Now there is a question about Phone banking awareness so total 392 respondents answered that question from which 193 were male and 199 were female and its result shows that phone banking awareness is not dependent on gender. Now the seventh question was asked by respondents about their satisfaction about e-banking services providing by their banks and total 390 answered that question and its result shows that satisfaction about e-banking services providing by banks is depends on gender. Now there is second last question which was answered by 191 male and 195 female respondents and its result shows that satisfaction about security of e- banking providing by banks is not depends on gender. Last question is about the using e-banking service in future and its results are highly dependent on gender. | | Aware of electronic banking| | | | | | | | | | | | | | | strongly| | | | | | | | | disagree| disagree| neutral| agree| strongly agree| Total| | Gender| Male| 13| 28| 46| 64| 45| 196| | | | | | | | | | | | Female| 31| 32| 53| 57| 27| 200| | Total| | 44| 60| 99| 121| 72| 396| | | | | | | | | | | | | | | | | | | | Now there is a table which shows the description of the question, â€Å"Aware of electronic banking †. It shows the amount of respondents from strongly disagree to strongly agree. The highest figures of people are agreed about awareness of e-banking. In male respondents 64 were agree which is 33% of total male respondents. Likewise, in female respondents 57 were agreeing about it which is 29% of total females. | | | High| | | Post| | | | No. | Question| Primary| School| Secondary| Graduate| Graduate| Frequency| P-values| | 1| Aware of electronic banking| 8| 7| 10| 195| 164| 384| 0. 000| | | | | | | | | | | | 2| Use debit or credit cards for| | | | | | | | | | online transactions| 8| 6| 8| 191| 163| 376| 0. 008| | | | | | | | | | | | 3| Aware of ATM card usage| 8| 7| 10| 193| 163| 381| 0. 030| | | | | | | | | | | | | Aware of PHONE banking| 8| 7| 10| 194| 161| 380| 0. 155| | | | | | | | | | | | 5| Feel risk about hacking of| | | | | | | | | | passwords| 8| 7| 10| 192| 161| 378| 0. 555| | | | | | | | | | | | 6| Satisfied with the E-banking| | | | | | | | | | services provide by bank| 8| 7| 9| 191| 163| 378| 0. 269| | | | | | | | | | | | | More trust on the bank| | | | | | | | | 7| employees with communication| | | | | | | | | | tha n E-banking| 8| 7| 10| 191| 163| 379| 0. 680| | 8| Want to use e-banking facilities| | | | | | | | | | in future| 8| 7| 9| 192| 163| 379| 0. 69| | | | | | | | | | | | In this table there is a demographic of education whose relationship with research questions is given in above table. No. | | | | | | | | | Age| | | | | | | | Question| | | Below| 20 -| 30 -| 40 -| 50 -| Above| Frequency| P-values| | | | | | | | | | | | | | | | | | | | | 19| 29| 39| | 49| 59| 60| | | | | | | | | | | | | | | | | | | | 1| Have full command on computer| | 91| 241| 30| | 16| 10| 3| 391| 0. 034| | | | | | | | | | | | | | | 2| Involved in banking transactions| | 91| 239| 30| | 14| 14| 3| 391| 0| | | | | | | | | | | | | | | | Awareness of usefulness of| | | | | | | | | | | | | electronic banking| | | | 91| 238| 30| | 16| 14| 3| 392| 0. 004| | | | | | | | | | | | | | | | | 4| Your Banks provides online technical| | | | | | | | | | | | assistance or 24 helpline| | 88| 240| 30| | 16| 14| 3| 391| 0. 002| | | | | | | | | | | | | | | 5| Use debit or credit cards for online| | | | | | | | | | | | transactions| | | | 90| 237| 30| | 16| 14| 3| 390| 0| | | | | | | | | | | | | | | | | 6| Aware of INTERNET banking| | 91| 238| 29| | 14| 14| 3| 389| 0. 443| | | | | | | | | | | | | | | | Aware of PHONE banking| | 91| 240| 30| | 16| 14| 3| 394| 0. 105| | | | | | | | | | | | | | | 8| It provides| easy| way| to monitor| a| | | | | | | | | | | | account| | | | | 91| 242| 30| | 16| 14| 3| 396| 0. 019| | | | | | | | | | | | | | | | | | 9| Feel risk about hacking of passwords| 91| 239| 30| | 16| 13| 3| 392| 0. 089| | | | | | | | | | | | | | 10| Have easy access to ATM machine| | 88| 240| 30| | 16| 13| 3| 390| 0| | | | | | | | | | | | | | | 11| Satisfied| with| the| E-banking| | | | | | | | | | | | services provide by bank| | 90| 240| 30| | 16| 13| 3| 392| 0. 47| | | | | | | | | | | | | | | 12| Satisfied| with| the| security| of| | | | | | | | | | | | E-banking provide by bank| | 89| 239| 28| | 16| 13| 3| 388 | 0. 004| | | | | | | | | | | | | | | 13| More trust on the bank employees| | | | | | | | | | | | with communication than E-banking| 90| 241| 30| | 16| 13| 3| 393| 0. 036| | | | | | | | | | | | | | Above table shows the relationship of research questions with age. In first question it is asked about command on computer. This question was answered by total 391 respondents from which from which 91 respondents had age less than 19. How to cite Awareness and Adoption of E Banking in Pakistan, Papers

Red Sky at Morning free essay sample

Arnold owns a shipyard and is also insistent on joining the Navy. This factor of his absence plays a major role on Joshs development. Mrs. Anne Mrs. Arnold is Joshs mother and is in sharp contrast to his father. Mrs. Arnold is a strong southern women who does not display the same kindness to minorities. The absence of her husband, however, leads to her mental breakdown, another trying factor for Josh, half-way through the book. Amalie Amalie was Mr. Arnolds high school friend. She spoke kindly of his treatment of her throughout high school. She did and still does love Mr. Arnold and does not hold back in telling Josh so. Jimbob Buel Jimbob is a professional house guest, who has been bouncing between houses for quite some time. He spends several months with the Arnolds. Courtney Ann Conway Courtney Anne, or Corky, is Joshs girlfriend from Mobile. We will write a custom essay sample on Red Sky at Morning or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Paul and Lacey Paul and Lacey are the Arnolds house cleaners in Mobile. Upon being let go, Mr. Arnold gives them 500 dollars while Mrs. Anne later gives them ten. Amadeo and Excilda Montoya The Arnolds domestic help in Sagrado. In a rage, Joshs mother fires them. Victoria Victoria is the Montoyas daughter. When he is younger, Josh proclaims that he loves her, however years later she is not mentioned much because Joshs feelings for her may not be racially acceptable. Chango Lopez Chango was the bully in Sagrado. He constantly picked on Josh and the other kids with his gang of associates. However, after a near fatal stabbing he is transformed in to a devout Catholic and a friend of Josh. Viola Lopez Viola is Changos sister. She was very religious and the pride of her family and town for her studies. However her good-girl image may not be everything it seems. Tarzan Tarzan was one of Changos gang. After going crazy and stabbing Chango, he flees and hides in hills and abandoned buildings. Viola takes pity on him and tries to help him but he is captured and thrown in jail by the town sheriff. Marcia-An outgoing girl that resides in Segrado. Her open personality and unbashfulness often contrast with Joshs own personality. She quickly becomes one of Joshs good friends,and somewhat love interest. Steenie-The first friend Josh makes in Segrado. Steenie is a meaty boy with a quick toungue. His father is the only doctor in Segrado,and often runs around delivering babies. This being said, Steenie has a wide knowledge of anatomy and uses his knowledge to cleverly conince people to do things for him, or to just be funny. Chamaco Chamaco is the town sheriff in Sagrado. His biggest role in the story is his pursuit of Tarzan, which he does with much enthusiasm because it is some of the only police work he gets to do in Sagrado. Venery Ann and Velva Mae Cloyd The Cloyd sisters are the two beautiful shallow sisters in Sagrado. When they become pregnant, their father rushes into the school with a shotgun searching for the boy responsible. Mr. Cloyd Mr. Cloyd is the crazy and over protective father of the Cloyd family. He is a professional con man whose double jointed back allows him to fake getting hit by a car of a big company and sue for the insurance money. Romeo Bonino Romeo is the wise carpenter turned sculptor of Sagrado. Once a friend of Joshs father, Josh meets him by chance one day and he becomes a wise mentor for Josh throughout the book. He goes through a series of wacky but unimportant models. He sculpts boulders of people he admires. At the end of the novel the head of Mr. Arnold appears next to the other boulders he sculpted. Dr. Temple Dr. Temple is a psychiatrist. His wife drives their Rolls Royce and accompanies him on official visits. They came to Sagrado for the dry air to cure a supposed breathing illness of their son (that was all in his head). Several times, Josh calls Dr. Temple to treat his mother.