Violence On Television And The V-chip :: essays research papers

Violence on Television and the V-chip Television programs that generate a great deal of concern among parent and educators are those that contain violence. The questionable violence, sex and language on television have caused the nation to find methods of censoring these problems. Due to television violence, censorship should reduce the ability for children to view violent content.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Children have an easy access to violence on television from violent programs through movie channels. The public’s concern has been reflected in congressional hearings and massive studies on the effect of TV violence, especially on children. Dr. James C. Dobson from the Focus on the Family Newsletter says: If you have any doubt about the influence MTV wishes to exert on today’s adolescents, watch their popular program Beavis and Butthead†¦They use crude words, fondle themselves, do horribly cruel things to animals, and sit around watching heavy-metal videos as bright green stuff runs from their noses†¦Beavis and Butthead took a trip to a rifle range where they accidentally shot down a plane. They had difficulty opening the door of the wrecked plane, so they left women and children to die inside. This is the fare served up to preteens and adolescents by the company that seek to shape an entire generation (Hendershot 13) In 1994 a small child burned down his trailer house, killing his baby sister. His mother responded to the accident by saying that he learned to do so by watching Beavis and Butthead. Instead of legal issues, MTV responded by moving the program to a later time. (Hendershot 14)   Ã‚  Ã‚  Ã‚  Ã‚  There are many reasons to be concerned about violence. Television violence is more frequent then real violence. Television violence spares the views the suffering of the victim and the disorder of the killer. By the time a child is the age of 18, they will see 115,000 violent acts on television. (Hefzallah 88) An eleven-year-old child reported, â€Å"I was scared when I saw Friday the 13th. Whenever the girl went into the water and Jason stuck a knife in her and all this blood was in the water-I got real scared.† (Abelman 28) Robert Singer voiced: Working-class children, minority children, unpopular children and children doing poorly in school seem to be the ones more susceptible to imitating the aggression that they see on television. This may be partly because they watch more hours and are exposed to more television violence†¦Television may or may not contribute to their aggressive behavior, but their aggressive nature does play a major role in what they choose to watch.

Significance of Gender in Romeo and Juliet

In Shakespeare’s Romeo and Juliet, the Montagues and the Capulets have very different relationships with their children. A major reason for this, as well as much of the conflict in the tale, comes from the gender roles that Romeo and Juliet are expected to play into. Adding to that conflict is the fact that both Romeo and Juliet push the boundaries of these roles and struggle to fit into them. Romeo plays the over emotional lover, while Juliet is clever and dominant. Throughout the play we can see that both Romeo and Juliet have to struggle with the people around them because they are not acting within their respective gender roles. One of the first moments in the play where Romeo’s non-normative attitude towards love is addressed directly is when Mercutio, in Act 2 Scene 4, reflects on Romeo and Rosaline. â€Å"Why, is not this better now than groaning for love? / now art thou sociable, now art thou Romeo; now art / thou what thou art, by art as well as by nature† (2. 4. 20). Mercutio is excited to have his friend ‘back’. In the the last two lines of this quote, Mercutio implies that not worrying over love is normal. That, in hanging with the boys and not following his wild emotions, Romeo is being what Romeo ought to be,â€Å"art as well as by nature†. The implication here is that the way he was reacting before to Rosaline is not natural. This lovelorn that overpowers all else Romeo feels comes back much harder with Juliet. Mercutio’s comment about Rosaline infers the abnormality of Romeo. This seed that is planted in the mind of the audience can then take root and be even more noticeable without Mercutio commenting on it directly with Juliet. In the first scene of Act 3, Romeo struggles with his masculinity versus his love. When he chooses not to fight Tybalt with Juliet in mind, Romeo open questions his own masculinity. He is after all, a part of this society and surely recognizes, to a certain extent, the unusualness of his feelings. â€Å"†¦O sweet Juliet, / Thy beauty hath made me effeminate / And in my temper soften'd valour's steel! † (3. 1. 7) To Romeo, it is as if Juliet’s beauty has him bewitched. He doesn’t put the blame on himself or even her, but her beauty. He is giving life to it, admitting that it subdues him. By attributing Juliet’s beauty with such a powerful presence, Romeo is only underlining his romantic nature. Several other characters make note of Romeo’s feminine/emotional nature. The Nurse and The Friar are two of the more observant characters in the play. In Act 3, Scene 3, when talking of Romeo, The Nurse says, â€Å"Stand up, stand up; stand, and you be a man: / For Juliet's sake, for her sake, rise and stand† (3. 3. 3). She is saying that Romeo needs to be less emotional, that it is taking away from his manhood. Later on in the same scene, the Friar tells Romeo to stop crying, that it makes him look like a girl. â€Å"Hold thy desperate hand: / Art thou a man? thy form cries out thou art: / Thy tears are womanish†¦Ã¢â‚¬  (3. 3. 4). Throughout the whole play, Romeo is picked on for his emotional way of life. His unusually demeanor could also be his fatal flaw. Early on in the play, when Romeo and his friends sneak into the Capulet party, Capulet speaks highly of Romeo, and tells Tybalt not to cause trouble. There is a kindness in his tone that cannot help to make one think that perhaps if Romeo approached Capulet and asked to marry Juliet, th at Capulet might have said yes. But he doesn’t do this, and there is no way of really knowing what Capulet would have said. Romeo’s struggle with people not accepting how he doesn’t really fit the mold is not as definitively consequential as Juliet’s. No one is telling Romeo what to do, Lady Montague doesn’t want him to be involved in fighting, but no one is trying to determine the rest of his life for him. Juliet’s struggle isn’t a social conflict. She isn’t being made fun of by her friends, or criticized casually by the people around her. She is being controlled and pushed towards life commitments that she wants no part of. Romeo has a lot at stake, emotionally, but the rest of Juliet’s life is at stake. In one of her first moments with her mother, this conflict is explicitly shown, â€Å"LADY CAPULET: Marry, that ‘marry' is the very theme /I came to talk of. Tell me, daughter Juliet, / How stands your disposition to be married? JULIET: It is an honour that I dream not of. † (1. 3. 4) Lady Capulet reflects the societal expectations. And although Juliet’s line has no huge impact on Lady Capulet, it does foreshadow her relationship with the world. And inevitably, one side will have to give in. There is a distinct change we see in how Juliet’s father treats her during the play. In Act 1, Scene 2, when Paris asks for Juliet’s hand in marriage, Capulet says that in the end the decision is hers to make, â€Å"â€Å"But woo her, gentle Paris, get her heart, / My will to her consent is but a part; / An she agree, within her scope of choice / Lies my consent and fair according voice. † (1. 2. 2) He is telling Paris that he has his blessing, but he must woo Juliet because her consent is important to him. This gives the impression that Capulet is a kind, non-restrictive, even liberal parent. But later on in the play, when Juliet refuses to marry Paris, Capulet really loses his temper at her, â€Å"How now, how now, chop-logic! What is this? / ‘Proud,' and ‘I thank you,' and ‘I thank you not;' / And yet ‘not proud,' mistress minion, you, / Thank me no thankings, nor, proud me no prouds, / But fettle your fine joints ‘gainst Thursday next, / To go with Paris to Saint Peter's Church, / Or I will drag thee on a hurdle thither. / Out, you green-sickness carrion! out, you baggage! / You tallow-face! † (3. 5. 3) What happened to his earlier attitude? One could argue that Capulet is, in fact, not a very thoughtful liberal father, but sees himself as one because his daughter, Juliet, is for the most part a good kid. And she has never really disobeyed him before. This sign of independence and disrespect is too much for him and his true controlling nature is revealed. The parts of Juliet’s home life that seem supportive and loving only remain as such while she is doing what others want her to do. As soon as she makes a decision for herself, all of that support is taken away. Capulet commands her to marry Paris or be kicked out of his house. If Juliet was a boy, or if she wasn’t pushed into the role of the girl than these problems would not come up. Romeo and Juliet defy their families. They put aside the quarrel that takes up so much energy and violence. Romeo ignores his friends in chasing after Juliet, and Juliet battles with her parents. Their marriage is a rebellion against both Houses. Both characters do not fit into the gender roles that other characters expect of them. It is this shared defiance that holds them together, but also that ruins them. If neither one had expectations put on them, then Juliet wouldn’t have had to marry Paris. But the shared deviance and secretive nature to their relationship is a large part of what gave them such passion. Shakespeare is examining the roles men and women are asked to play in society, asking us to think about the consequences.

10 Prehistoric Horses Everyone Should Know

Seatbelt Safety - 2933 Words

Teenagers and Seatbelt Safety: Identifying the reasons Why 16 to 19 Old High-School Students Do Not Wear Seatbelt Melissa Simmons Research Methodology Prepared for Soheyl Amini PhD September 2012 Objectives The aims and objectives of this study include the following: (1) to identify the percentage of teenagers between the ages of 16 to 19 that do not wear seat belts when in a car; and (2) to identify the reasons why teenagers between the ages of 16 to 19 do not wear seat belts when in a car; (3) to identify whether there is a correlation between sex and seat belt compliance among teenagers; and (4) to determine whether attendance of a driver’s education class increases seat belt compliance among teenagers. Once this†¦show more content†¦Literature Review According to the literature overall, teens have a lower rate of seat belt use when compared to the general population. Whether they are driving or not, teens are less likely to wear a seat belt than adults. According to the National Highway and Transportation Safety Administration (2009), â€Å"teens have the highest fatality rate in motor vehicle crashes than any other age group.† In 2009 the majority 56% of young people 16 to 20 years of age involved in fatal crashes were not wearing seat belts (NHTSA, 2009). Motor vehicle crashes are the leading cause of death, accounting for more than one in three deaths. In 2010, the National Highway Traffic Safety Administration found that eight teenagers ages 16 to 19 died everyday from motor vehicle accidents. (NHTSA, 2010). Compared with other age groups, teens have the lowest rate of seat belt use. In 2005, 10% of high school students reported that they rarely or never wear seat belts when riding with someone else (NHTSA, 2010). 1 2.5% of male high school students were more likely than 7.8% of female students to rarely or never wear seat belts (NHTSA, 2010). African-American students 12% and Hispanic students 13% were more likely than white students 10.1% to rarely or never wear seat belts. In 2010, nearly three out of every four teen drivers were killed in motor vehicle crashes after drinking and driving and were not wearing a seat belt (CenterShow MoreRelatedSeatbelts: Safety while Driving 994 Words   |  4 PagesWEARING SEATBELTS We have all heard the excuses before, Its uncomfortable, Im only going around the corner, Id rather be thrown out of a car than be stuck in a seatbelt, and my favorite, Im a good driver I dont need to wear one. Well you may be a good driver but there are situations beyond your control such as bad weather, road conditions and not to mention other drivers that can affect your safety. Seat belts can mean the difference between life and death in an auto accident. WearingRead MoreAirbags And Seat Belts : What Is An Airbag?901 Words   |  4 PagesAirbags and seat belts: What is an airbag? 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Since, the invention of the first functioning car in 1885 by Karl Benz, the conception of a car has been completely transformed, from its design and engines to its safety features, everything has been entirely transmuted. Correlating the first functional car to the automobiles of the current period, the evident dissimilarity betweenRead MoreSeat Belts Argumentative Essay910 Words   |  4 Pages10 Honors November 19, 2013 Argument Based Essay Seat Belts A seat belt is a restraining device installed in a vehicle to prevent or minimize the force of an injury during a crash (â€Å"Seat Belts† 5). Although it is also known as a safety belt, the â€Å"safety† part is the key issue that is causing much controversy around drivers, manufacturers, and researchers alike. 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Different techniques used Read MoreEssay on The Importance of Wearing a Seatbelt971 Words   |  4 PagesThe Importance of Wearing a Seatbelt We have all heard the excuses before, Its uncomfortable, Im only going around the corner, Id rather be thrown out of a car than be stuck in a seatbelt, and my favorite, Im a good driver I dont need to wear one. Well you may be a good driver but there are situations beyond your control such as bad weather, road conditions and not to mention other drivers that can affect your safety. Seat belts can mean the difference between life and death in anRead MoreEssay on The Benefits and Risks of Airbags768 Words   |  4 PagesThe Benefits and Risks of Airbags In 1966, President Johnson signed the National Traffic and Motor Vehicle Safety act. This act required the government to come up with new safety standards for motor vehicles. Four years or so later, in the 1970s, General Motors and Ford placed new airbags in small fleet cars (Moore). The concept of this new device was to totally inflate stopping the rapid forward motion of a person not wearing a seat belt before they would hit the dashboard or be thrown fromRead MoreEssay on Car Safety1772 Words   |  8 PagesCar Safety Automobile Safety It’s a dark rainy night. You and your family are coming home from a late night family party. As a car is coming through an intersection another car cut in front of it. The driver decides to hit the brakes so you can avoid the car, but as he presses the brakes, the car loses control on the slick wet road. He is not able to gain control and at that point he has endangered the lives of himself and many others on the road. This is just one example of the many types

Impact Of Technology On The Workplace - 921 Words

http://www.usatoday.com/story/tech/columnist/2015/02/25/joelle-emerson-column-technology-diversity-social-science-research/24002013/ Technology companies are still having a hard time implementing diversity within the work environment. Although these types of companies historically have not created an environment in which diversity flourishes. Current lawsuits for discrimination and harassment are causing technology companies to relook at their policies. Will these new policies and procedures be enough to diversify the technology world? As the article, Diversity: Tech companies need new strategies by Joelle Emerson , points out, even law firms, after 20 years of implementing diversity policies and procedures are still not diversified. Tech companies are investing more financially to evaluate strategies and solutions for diversifying the workplace, but many are finding it hard to come up with an action plan that will assist in helping diversify the company. This is in part due to internal struggles within each company. It also is in part due to individualized companies have not perfected a process to get tech companies to the next level. Once a tech company makes a breakthrough on how to achieve diversity, others will follow suit. An importance feature tech companies have is the ability to change with the times. It is due to this ability of not accepting what has always been that a company can begin to make changes for diversity. If diversity practices within theShow MoreRelatedImpact Of Technology On The Workplace1392 Words   |  6 PagesWith the expansion of technology in the workplace, face-to-face interaction has decreased and the workplace is transforming. Meetings that once took up to two hours now take 45 minutes with the arrival of technology. One must not forget that there are certain situations in which one cannot rely on technology, if one intends to transmit an effective message. 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Both skilled and unskilled laborers are gradually being forced out of work due to these technological innovations. This is especially true in industries that have been greatly affected by this phenomenon, such as the communication, transportation, information and manufacturing activity. Rather than creating jobs and increasingRead MoreImpact of Technology in the Workplace Essay1828 Words   |  8 PagesThe Impact of Technology in the Workplace The impact of computer technology in the workplace has been enormous within the past decade, both positive and negative. Distant communication through the use of computers and mobile devices have overhauled the office setting completely. Email, social networking sites and the world of the Internet have opened a whole new avenue of communication. 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Due to the rapidly change and improvement of technologies, ethical practices within of the workplace have also been c hanged with the raising of new ethical issues. Many studies and researchers have indicated that it is very importance to identify and understand the impact of technologies advance on ethical practice of businesses. The main purpose of this essayRead MoreIn modern times Information Communication Technology (ICT) has become ever-present in life.800 Words   |  4 PagesIn modern times Information Communication Technology (ICT) has become ever-present in life. Sometimes it feels as though it is encroaching on daily routine but the advantages it offers in both personal and working life are prodigious. This essay will examine the impact ICT currently has, on private life and at work. The issues arising from the developments of these technologies will also be given consideration. Furthermore legislation relevant to ICT will be examined to ensure there is adequate

Corporation Law for Russell Kinsela Pty Ltd- MyAssignmenthelp

Question: Discuss about theCorporation Law for Russell Kinsela Pty Ltd. Answer: The article which is discussed in this paper is about how directors of the company do not act in the best interest of the company and bring detriment to the company. The article has be retrieved from The Sydney Morning Herald dates 11th march 2017. The papers discuss the duties of the directors towards their company (Cormack 2017). In the case of Kinsela v Russell Kinsela Pty Ltd(1986) 4 NSWLR 722 the question before the court was to determine whether a director of the company can transfer the interest of the company and to another person and make terms which are favorable to themselves. In this case the court provided that it is the duty of the directors of the company to take note of the interest of the creditors of the company when the company becomes insolvent. In the current article it has been provided that the creditors of Shakuhachi a company registered in Australia have almost $1 million owed to its creditors. It is a clear case of mismanagement of a company. The directors of the company have duties both under common law and parliamentary statues to act in a way which is best for a company. They also have the duty to take into account the interest of the shareholders when the company is solvent and when the interest of the creditors of the company when the company is insolvent as provided by the case o f Parke v Daily News Ltd: 1962. The creditors of a company invest in it so that they can profit out of their investment. The power to control the working of the company is not in the hand of the creditors but of the directors. Thus, it becomes all the more important for the directors of the company to manage the company in a way where the interest of the shareholders and creditors is given utmost importance. The Corporation Act 2001, section 101 provides that the best interest of the company has to be assured by the directors and section 182 rules that the directors must not use their position in such a way which harms the position of the company in order to gain personally. In the given article it has been provided that the one of the director owes the company an amount of $476,397. It has also been reported that there are various transpired from the companys accounts which are unexplained. The directors have further demanded $20,000 to $40,000 from the creditors in order to investigate the fund transfers. It can clearly be said that the directors have breached the duty to act for the benefits of the company. Their actions have only been towards achieving personal interest at the cost of the company and its creditors. Thus it can be concluded that the directors have not complied with their duties. The creditors in this case have not taken any actions against the directors but they have the right to do so. In case actions are taken by the creditors the directors have to account for their actions and may be subjected to penalties as pert the Corporation Act 2001. References Cormack, L. (2017). Shoppers, creditors wait while fashion designer Jessica White lives it up in Bali. [online] The Sydney Morning Herald. Available at: https://www.smh.com.au/business/consumer-affairs/shakuhachi-liquidation-shows-almost-1-million-owed-to-creditors-20170310-guvbce.html [Accessed 22 May 2017]. Corporation Act 2001 Kinsela v Russell Kinsela Pty Ltd(1986) 4 NSWLR 722 Parke v Daily News Ltd: 1962

Learner Log Book Essay Example

Learner Log Book Essay Learner Log Book LLB I. INSTRUCTIONS The purpose of the Learner’s Log Book (LLB) is to document the achievements of the learner in a central repository that will be considered as evidence on the effectiveness of the learning process. It is a ‘monitoring tool’ that e-tutors use to report on individual learners’ progress and it is a way of ensuring that learners: We will write a custom essay sample on Learner Log Book specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Learner Log Book specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Learner Log Book specifically for you FOR ONLY $16.38 $13.9/page Hire Writer u Are engaged in their learning process u They are experimenting by doing the tasks subscribed to them by the e-tutor. u Avoid plagiarism because learners have to be engaged on a continuous basis and the informal assessment can therefore be used to ensure consistency with the main formal assessment. u Provide e-Tutors with the opportunity to get to know the learners evaluate them and mentor them properly. u There are templates that will reflect whether learners read, whether they understand, whether they assimilate the knowledge, whether they develop enquiry ability, whether they have the potential to conduct critical thinking and whether they can reflect on the knowledge accumulated by relating to real situations. The onus is mainly on learners to furnish the required information in the templates after each unit based on the Read and Analyze Activity. After filling the information in the template, they need to e-mail it back to the e-Tutor. e-Tutor will then comments on the work done and the involvement that takes place and give overall impressions on the learners at the end of the module. II. GENERAL INFORMATION Name: Omar Obaid Khadem ID Number: 200004230 Course Title: Principles of Business Excellence Section: 2 Article Title: Assessing customer focus using the EFQM Excellence Model: a local government case Brian Jacobs and Steven Suckling Staffordshire University, Stafford, UK Date of Submission: 16/09/2012 Date of Received Feedback: ———————————————– III. SUMMARY (100-200 words) The EFQM Excellence Model is a way for companies to assess their quality. The South Staffordshire Council contact center wanted to determine whether it was focused on the customer when delivering local services. By using the excellence model, the managers were able to determine where their problem lay, and they found ways to deal with it. The managers were able to asses themselves, by focusing on their performance towards the customers. By using the model, the managers were able to identify key issues that were problematic within the organization. They were able to determine the presence of different interrelationships, and how these relationships affected the customer, and affected the council’s efforts to focus on the customers. IV. KEY LEARNING POINTS 1. The relevance of the EFQM Excellence Model, and the benefits that companies hope to achieve by using the model for self-assessment 2. The importance of leadership in identifying the need for excellence, and establishing and ensuring the continuity of excellence within the organization 3. Relevance of all the stakeholders, including the employees, society, shareholders, and suppliers within the organization 4. Importance of having a balanced approach in ensuring the success of the organization, and in ensuring that the organization performs excellently 5. Ways that the EFQM Model can be used effectively in assessing and determining issues related to the customers 6. The importance of self-assessment to organizations, especially in determining problematic areas, which may hinder the organization from achieving its goals V. RELEVANT STATEMENTS TO THE SESSION Not Applicable VI. CRITICAL ANALYSIS Many organizations tend to look for ways of developing excellence within their various systems and processes. One of the most recognized and most successful companies in the UAE is Emirates Airlines. The airline tries to achieve excellence by ensuring that it continues to offer services that satisfy its customers. It recognizes the importance of the shareholders and other individuals and institutions that have financial interests in the company by ensuring that it offers services that will attract more customers and ensure higher profitability. It ensures that it satisfies the customers’ needs by developing services that exceed the customers’ expectations. The company recognizes the importance of leadership in delivering its objectives. It encourages a leadership approach and style of management that encourages the employees to deliver more. The company also recognizes the importance of employees to an organization. It ensures that it treats its employees well and it mo tivates them through various means. This makes the employees eager to work. They feel important and valuable to the company, and they are interested in the company’s success. The company works with different partners around the world. It operates in seventy countries, and it has partners in all its areas of operation. This has enabled it to be successful, since it has been able to use different approaches, relevant to the specific countries, yet it has still maintained its core principles. VII. PRACTICAL IMPLICATIONS The article brings out several important issues concerning achieving excellence within the organization. One of the most important aspects that the council focused on was to identify the various interrelationships between the relevant stakeholders. In this case, the council was concerned with the customers, and it was able to identify the interrelationships that existed among the customers. Organizations in the UAE can benefit by doing the same thing. They need to not only look at how the employees within the organizations can help in attaining excellence, but also look at how the customers affect the delivery of services. Finding out more about the customers is essential to the success of the organization. The article highlights the importance of leadership in creating focus for the organization, and in ensuring the delivery of services. VIII. LEARNING REFLECTIONS Excellence is not about doing things in the right manner, but it involves creating a balance between all the people involved. Organizations do not exist in a vacuum, and they need the society to thrive. Many organizations tend to ignore the value and importance of the society, yet they operate within the society. Some of them only remember the society as part of a publicity campaign and when ensuring corporate social responsibility, if the law demands it. Excellence involves balancing the needs of the society. The organization’s potential customers are just as important as its current customers are. Although many organizations understand the importance and benefits of satisfying their customers, some of them only design programs that will benefit the customers at that particular time, and they do not examine the future implications of those programs. Some programs are short lived, and this means that organizations have to spend more time, money, and personnel to develop other programs in future. Understanding the importance of potential customers, and their possible needs will enable organizations to develop long-term strategies and programs. Every organization can benefit from having partners. Organizations need to identify beneficial partners, who can assist in times of difficulties. IX. e-TUTOR COMMENTS AND FEEDBACK Mark: Learner Log Book LLB I. INSTRUCTIONS The purpose of the Learner’s Log Book (LLB) is to document the achievements of the learner in a central repository that will be considered as evidence on the effectiveness of the learning process. It is a ‘monitoring tool’ that e-tutors use to report on individual learners’ progress and it is a way of ensuring that learners: u Are engaged in their learning process u They are experimenting by doing the tasks subscribed to them by the e-tutor. u Avoid plagiarism because learners have to be engaged on a continuous basis and the informal assessment can therefore be used to ensure consistency with the main formal assessment. u Provide e-Tutors with the opportunity to get to know the learners evaluate them and mentor them properly. u There are templates that will reflect whether learners read, whether they understand, whether they assimilate the knowledge, whether they develop enquiry ability, whether they have the potential to conduct critical thinking and whether they can reflect on the knowledge accumulated by relating to real situations. The onus is mainly on learners to furnish the required information in the templates after each unit based on the Read and Analyze Activity. After filling the information in the template, they need to e-mail it back to the e-Tutor. e-Tutor will then comments on the work done and the involvement that takes place and give overall impressions on the learners at the end of the module. II. GENERAL INFORMATION Name: Omar Obaid Khadem ID Number: 200004230 Course Title: Principles of Business Excellence Section: 2 Article Title: Assessing customer focus using the EFQM Excellence Model: a local government case Brian Jacobs and Steven Suckling Staffordshire University, Stafford, UK Date of Submission: 16/09/2012 Date of Received Feedback: ———————————————– III. SUMMARY (100-200 words) The EFQM Excellence Model is a way for companies to assess their quality. The South Staffordshire Council contact center wanted to determine whether it was focused on the customer when delivering local services. By using the excellence model, the managers were able to determine where their problem lay, and they found ways to deal with it. The managers were able to asses themselves, by focusing on their performance towards the customers. By using the model, the managers were able to identify key issues that were problematic within the organization. They were able to determine the presence of different interrelationships, and how these relationships affected the customer, and affected the council’s efforts to focus on the customers. IV. KEY LEARNING POINTS 1. The relevance of the EFQM Excellence Model, and the benefits that companies hope to achieve by using the model for self-assessment 2. The importance of leadership in identifying the need for excellence, and establishing and ensuring the continuity of excellence within the organization 3. Relevance of all the stakeholders, including the employees, society, shareholders, and suppliers within the organization 4. Importance of having a balanced approach in ensuring the success of the organization, and in ensuring that the organization performs excellently 5. Ways that the EFQM Model can be used effectively in assessing and determining issues related to the customers 6. The importance of self-assessment to organizations, especially in determining problematic areas, which may hinder the organization from achieving its goals V. RELEVANT STATEMENTS TO THE SESSION Not Applicable VI. CRITICAL ANALYSIS Many organizations tend to look for ways of developing excellence within their various systems and processes. One of the most recognized and most successful companies in the UAE is Emirates Airlines. The airline tries to achieve excellence by ensuring that it continues to offer services that satisfy its customers. It recognizes the importance of the shareholders and other individuals and institutions that have financial interests in the company by ensuring that it offers services that will attract more customers and ensure higher profitability. It ensures that it satisfies the customers’ needs by developing services that exceed the customers’ expectations. The company recognizes the importance of leadership in delivering its objectives. It encourages a leadership approach and style of management that encourages the employees to deliver more. The company also recognizes the importance of employees to an organization. It ensures that it treats its employees well and it mo tivates them through various means. This makes the employees eager to work. They feel important and valuable to the company, and they are interested in the company’s success. The company works with different partners around the world. It operates in seventy countries, and it has partners in all its areas of operation. This has enabled it to be successful, since it has been able to use different approaches, relevant to the specific countries, yet it has still maintained its core principles. VII. PRACTICAL IMPLICATIONS The article brings out several important issues concerning achieving excellence within the organization. One of the most important aspects that the council focused on was to identify the various interrelationships between the relevant stakeholders. In this case, the council was concerned with the customers, and it was able to identify the interrelationships that existed among the customers. Organizations in the UAE can benefit by doing the same thing. They need to not only look at how the employees within the organizations can help in attaining excellence, but also look at how the customers affect the delivery of services. Finding out more about the customers is essential to the success of the organization. The article highlights the importance of leadership in creating focus for the organization, and in ensuring the delivery of services. VIII. LEARNING REFLECTIONS Excellence is not about doing things in the right manner, but it involves creating a balance between all the people involved. Organizations do not exist in a vacuum, and they need the society to thrive. Many organizations tend to ignore the value and importance of the society, yet they operate within the society. Some of them only remember the society as part of a publicity campaign and when ensuring corporate social responsibility, if the law demands it. Excellence involves balancing the needs of the society. The organization’s potential customers are just as important as its current customers are. Although many organizations understand the importance and benefits of satisfying their customers, some of them only design programs that will benefit the customers at that particular time, and they do not examine the future implications of those programs. Some programs are short lived, and this means that organizations have to spend more time, money, and personnel to develop other programs in future. Understanding the importance of potential customers, and their possible needs will enable organizations to develop long-term strategies and programs. Every organization can benefit from having partners. Organizations need to identify beneficial partners, who can assist in times of difficulties. IX. e-TUTOR COMMENTS AND FEEDBACK Mark: