Starbucks Case Study free essay sample

An Intro to Business 3/26/2013 Case Study Consumer Behavior in the Coffee Industry Did you know one establishment alone ruled a whole installment preparing market in only one year? You may have known about this goliath organization by the name Starbucks. Howard Schultz, CEO of Starbucks, had a huge job in the company’s development. Starbucks has consistently commanded the espresso showcase and has even reached out to being a third home for huge numbers of its buyers. Situated in Seattle, Starbucks had noteworthy rivalry when it opened its first store in the Pike Place advertise in Seattle, yet still figured out how to get prevalent. Starbucks utilized new publicizing strategies and introduced a remarkable encounter for its clients, which was all a distinct advantage in the business world. Starbucks was made when three companions opened a little store to sell espresso beans and meal in 1971[1]. Jerry Baldwin, Gordon Bowler and Zev Siegl opened their store in the core of the interesting outside market in downtown Seattle. We will compose a custom paper test on Starbucks Case Study or on the other hand any comparable subject explicitly for you Don't WasteYour Time Recruit WRITER Just 13.90/page Found simply off the harbor, Pike place advertise was the ideal area and pulled in numerous occupants and sightseers. Following ten years of mind boggling development, Jerry Baldwin recruited Howard Schultz as head of the executives. When Schultz first began, he gradually took in the espresso business and helped made unobtrusive however noteworthy changes. For instance, Schultz saw that â€Å"first-time clients at times felt uncomfortable in the stores†[2] so he created â€Å"customer-accommodating deals aptitudes and delivered leaflets that made it simple for clients to find out about fine coffees†2 Schultz had the vision of making Starbucks an espresso relax versus a bar subsequent to being roused by eastern conventions. Despite the fact that he didn't concur with the new heading, Baldwin permitted Schultz to open one coffee bar and in 2 years, Schultz had the option to purchase out Baldwin and value proprietors with the assistance of speculators in 19921. Howard Schultz at first observed the intensity of customer conduct from the get-go when he understood Starbucks started to be a party mecca for individuals rather than only a coffee stand. When Schultz first saw the ‘seismic change in purchaser behavior,’ he received a free-Wi-Fi administration and portable installment administration and saw that Starbucks started to pull in individuals as though it was a third home for espresso aficionados. In spite of the fact that he kids about not getting rent from buyers, it permitted Starbucks to make an online-involvement with their ‘3rd home’ which was special to the espresso scene in the United States. With booked conveyances and privatized advertisement organizing, Starbucks was amplifying its benefits and permitting an encounter for espresso devotees that didn't cause them to feel secured in paying. This move in purchaser conduct was in light of the social requirement for a spot among home and work. As social creatures, people flourish for a reason to hang out and mingle or take an interest in a network domain. This astonishing experience that Starbucks provided should have been calibrated like any marketable strategy. Like any business, Starbucks had difficulties, for example, their administration of spending. In a meeting entitled Business Brilliant, Schultz said that an excessive amount of was centered around the client rather than the foundation. To improve this, Schultz built up an interesting involvement with the store with the combined baked good beverages and discharged free Wi-Fi for clients. Notwithstanding free-Wi-Fi, versatile installments permitted customers to keep away from lines and proceed with their private work in the bounds of the parlor. Before long Starbucks was flourishing and declared that â€Å"the opening of 150 new stores in five years fundamentally surpassed the 1987 business plan’s goal of 125†[3]. Like each organization, Starbucks confronted special issues in their business which hindered development at first which in actuality hindered development over the long haul. Schultz ascribed the greatest keep down over the long haul to not putting resources into the gracefully chain, innovation or assembling. In spite of the fact that Starbucks was advertising their establishment very well, they didn't contribute in front of the development bend and the frameworks became under-standard. In the Business Brilliant, Schultz genuinely conceded that Starbucks â€Å"solely quickened development of the organization. † Moreover, Schultz said the issue was that Starbucks â€Å"needed competency well past the size of the organization and required the sort of ability they didn’t have. † Since their infrastructure’s proficiency in the short run was upset by innovative constraints combined with access to capital, the whole store binds should have been closed down. Schultz characterized the occasion as a need to overhaul their picture and retrain their workers. Starbucks was losing grasp on the clients and their dependability in light of the fact that the experience of Starbucks was losing its one of a kind highlights. These interior and outer issues that Starbucks was confronting were totally associated with qualities and friends picture as indicated by Schultz. Schultz was so explicit with the Starbucks experience that when he smelt consuming cheddar in a store he chose to ask the laborers and they let him know â€Å"So what, benefits are up! † Soon after this, Schultz chose to shut down and retrain all stores and representatives. He conveyed a public statement conceding that Starbucks was distorting itself. Albeit nobody had charged or reprimanded Starbuck’s before his statement, it was an intense move which contrarily affected the budgetary quality of the Company. In any case, the activity demonstrated faithful to the customer and improved brand faithfulness for Starbuck-addicts. This root issue of distortion in the Starbuck’s experience and the organization vision was so critical to Schultz that he required revise his organization from the beginning. This barricade of ‘conserving the center businesses’ and ‘pushing for pertinent innovation’ made Schultz change and modify the Starbucks experience continually yet successfully. While Schultz characteristics the root issue for Starbucks to be organization picture and adjusting fundamental beliefs, might it be able to be conceivable that the vision and picture were not effectively depicted on account of hasty financing? Schultz admits the subsidizing issues added deeply issue of deception of organization picture and qualities, however he doesn't see the two issues in discrete situations. Schultz relegates the center issue to deception and the surface side effects to finance. Be that as it may, all the more financing or an alternate subsidizing plan with more concentration in foundation would have changed the result. The center issue was financing and the side effects of the center issues were distortion as a result of asset assignment. While their momentary fixed expenses of framework and work were tackled, their saved and repeating distribution towards the updates of their foundation needed altogether. On the off chance that appropriately financed previously and seen on the ball, their development could have been envisioned. This is clear through the need to close down and retrain workers. It’s clear that the all out fixed and variable expenses surpassed their income at first. Like all organizations, there was a beginning up bend however when the bend was managed, asset portion was not the core interest. The best strategy in a perfect world would begin with tending to asset allotment. Starbucks had the option to remain in business and have extraordinary development so it’s clear the administration had the option to appropriately designate their normal variable expenses and fixed expenses generally. All things considered, it would have been ideal if the expenses were enhanced and income was saved for changes in foundation. Financing ought to have been aimed at things which would have delivered solidness over the long haul. This would have brought down their all out expenses and appropriately subsidized their frameworks for the since a long time ago run and short run. Schultz ought to have taken a gander at the administration following purchasing out the organization and appropriately employed individuals with abilities that would have the option to manage Starbucks through critical development. Interest in foundation to keep away from long haul expenses would have spared Starbucks from financing issues at later occasions. Notwithstanding improving their foundation for the since a long time ago run, Starbucks expected to put more in assembling and flexibly chain for the achievement over the long haul. For instance, Starbucks ought to have at first designated all the more subsidizing towards little overhauls in their foundation, for example, stoves versus microwaves to maintain a strategic distance from disagreeable fragrances in the customer’s experience. This additionally interfaces with Schultz’s accentuation on recruiting representatives and subsidiaries dependent on comparable qualities. On the off chance that the choice to enlist those workers would have at first been progressively centered around comparative qualities notwithstanding the board abilities, the variable expenses to overhaul the foundation over the long haul would have been lower on the grounds that the administration would have been increasingly persuaded to manage the issue before the CEO needed to see the side effects. At last, the administration of Starbucks expected to pick their employee’s all the more admirably from the beginning. In the event that Schultz would have picked his employee’s dependent on the closeness of their qualities and the organization vision, little issues, for example, smell in the customer’s experience would have been managed all the more effectively. This interfaces with improving their framework yet centers around the workers rather than the innovation. It’s essential to treat both with discrete arrangements on the grounds that Schultz advised us that the representatives can just work with the benefits they are given. This little change in the focal point of the beginning up of the organization could profit the picture of Starbucks proficiently and in a cost-gainful way. Schultz kids about not getting rent from Starbucks admirers yet he likewise notes th

Design - Potassium Dichromate Essay Example for Free

Plan Potassium Dichromate Essay Presentation: The response that is completed in this structure reasonable is between fermented Potassium dichromate and Iron fleece. The response is a redox response. A Redox response (a short method of saying decrease oxidation response) is the synchronous exchange of electrons between numerous substances. The oxidation numbers or the oxidation condition of particles is changed through the procedure of oxidation or decrease. Decrease is the place electrons are picked up to the response and oxidation is when electrons are lost in a response between substances. In this analysis Iron (or Fe) is losing two electrons meaning it experiencing oxidation. Potassium Dichromate is picking up electrons meaning it is experiencing decrease. The Iron is the Reducing operator since it offered electrons to the Potassium Dichromate. The Potassium Dichromate is the oxidizing specialist since it took electrons from the iron. This investigation will endeavor to demonstrate the redox response through experimentation. Redox half conditions: x3 ( Fe à ¯Ã¢ ¿Ã¢ ½ Fe2+ + 2e-) Cr2072-+ 14H+ + 6e-à ¯Ã¢ ¿Ã¢ ½ 2Cr3+ + 7H2O Cr2072-+ 14H+ + 3 Fe à ¯Ã¢ ¿Ã¢ ½ 2Cr3+ 7H2O 3Fe2+ Point: The point of this investigation is find the connection between the temperature (20à ¯Ã‚ ¿Ã‚ ½C,25à ¯Ã‚ ¿Ã‚ ½C,30à ¯Ã‚ ¿Ã‚ ½C,35à ¯Ã‚ ¿Ã‚ ½C,40à ¯Ã‚ ¿Ã‚ ½C) of the response between fermented Potassium Dichromate and Iron utilizing a water shower on the rate in which the fermented Potassium Dichromate and Iron respond and change shading from yellow to dim purple. The autonomous variable in this trial is the temperature. The response will be done at a scope of temperatures. (20à ¯Ã‚ ¿Ã‚ ½C,25à ¯Ã‚ ¿Ã‚ ½C,30à ¯Ã‚ ¿Ã‚ ½C,35à ¯Ã‚ ¿Ã‚ ½C,40à ¯Ã‚ ¿Ã‚ ½C) . The response will be done in a water shower. The temperature will be estimated with an electronic thermometer and will be estimated at regular intervals to ensure the water shower is at a steady temperature in every preliminary. The reliant variable is the time it takes for the response between Potassium Dichromate and Iron fleece to come to finishing or to abandon yellow to green. Time will be estimated with a computerized stopwatch. Free factor: Free factor Range (à ¯Ã‚ ¿Ã‚ ½C à ¯Ã‚ ¿Ã‚ ½0.1à ¯Ã‚ ¿Ã‚ ½C) How it is estimated How they are changed Temperature 20,25,30,35,40 Electronic thermometer Changing temperature of water shower Subordinate variable: Subordinate Variable How it is estimated Issues Time Stop watch constrained by human Response time Consistent factors: Consistent factors Estimation How they are kept consistent/checked Measure of H2SO4 utilized 20ml à ¯Ã¢ ¿Ã¢ ½0.1 A similar estimating chamber was utilized Measure of Potassium Dichromate utilized 20ml à ¯Ã¢ ¿Ã¢ ½0.1 A similar estimating chamber was utilized Blending speed Slow however steady Attractive stirrer wasnt ready to be utilized in water shower, so I physically blended the arrangement moderate and continually Mass of fleece 0.295g 0.305g à ¯Ã¢ ¿Ã¢ ½0.01 Mass of iron fleece was kept as close as conceivable in each test Surface territory of fleece 6cm3 Fleece was crushed into block shape 1cmx1cmx1cm Type/brand of fleece Unrivaled produces ltd Same box of Iron fleece is utilized Air temperature 19.0à ¯Ã‚ ¿Ã‚ ½C à ¯Ã‚ ¿Ã‚ ½0.1à ¯Ã‚ ¿Ã‚ ½C Tests are completed on same day Convergence of sulphuric corrosive 2.0 mol Same container is utilized in each test Convergence of potassium dichromate 0.1 mol Same arrangement is utilized in each test Shading Yellow-dull green A pilot with dull green shading is utilized to contrast with the shading change in the preliminaries The most effective method to guarantee unwavering quality of results: To guarantee the unwavering quality of results the temperature of the water shower and the response are estimated every now and again (when a min). The synthetic substances originated from indistinguishable holders from to keep focus reliable. I did a pilot test first to perceive what shading I am searching for. This measuring glass of dim green fluid is then used to contrast and the hues in the preliminaries so I know when the response has come to culmination. Hardware: 1) 5x 20ml Sulphuric corrosive 2.0mol 2) 5x 20ml Potassium Dichromate-0.1mol 3) 5x 100ml Beakers 4) 1x Digital stop watch à ¯Ã¢ ¿Ã¢ ½ 0.5 sec 5) 1x Electronic thermometer à ¯Ã‚ ¿Ã‚ ½0.1à ¯Ã‚ ¿Ã‚ ½C 6) 1x enormous water shower à ¯Ã‚ ¿Ã‚ ½0.1à ¯Ã‚ ¿Ã‚ ½C 7) Approximately 2g Iron fleece split into 5x 0.300g - 1cm3 - shapes Strategy: 1) Gather all the gear that is recorded in the hardware list gave above and set up a table like the one appeared on the accompanying page. 2) Secondly set your water shower at 20à ¯Ã‚ ¿Ã‚ ½C. Gauge the iron with electronic scales (à ¯Ã¢ ¿Ã¢ ½0.001g) fleece making and adjust its mass to make it 0.300g or as close as you can get. Press the iron fleece with the goal that the fleece is around 1cmx1cmx1cm. This makes the surface territory consistent over the preliminaries. 3) Next measure 20ml with a 50ml à ¯Ã¢ ¿Ã¢ ½1ml estimating chamber of 0.1mol Potassium dichromate. Empty it into a 100ml measuring glass making a point to empty all drops into the container. Measure 20ml of 2.0mol sulphuric corrosive with a 50ml à ¯Ã¢ ¿Ã¢ ½1ml estimating chamber. Empty it into a similar 100ml measuring utencil as the potassium dichromate. 4) Measure the temperature of the water shower the an electric thermometer ensuring it is 20à ¯Ã‚ ¿Ã‚ ½C. At the point when certain the temperature is consistent spot the container with the potassium dichromate and sulphuric corrosive into the water shower. Ensure however much of the measuring glass is under the water as could reasonably be expected yet keeping enough above not to give any of the water access. Get another person to hold the measuring utencil down whenever required. 5) Measure the temperature of the potassium dichromate and sulphuric corrosive creation sure the temperature is actually 20à ¯Ã‚ ¿Ã‚ ½C. At the point when fulfilled this is exact hold the stop watch in one hand and the 0.300g à ¯Ã¢ ¿Ã¢ ½0.001g iron fleece in the other hand. Spot the iron fleece in the recepticle and all the while press the beginning catch on the advanced stop watch. The shading should change from yellow to a dim green shading. When you are fulfilled the shading has changed to the dull green shading press the stop button on the advanced stop watch. Record this time in your pre arranged information table. 6) Next recurrent soaks (2-5) 5 times with similar synthetics. These will be the five preliminaries. 7) Repeat steps (2-6) 5 times however now change the water shower temperature. The scope of temperatures are ). Record all the information in the table you have arranged. Information Table: Crude information table demonstrating the impact of a change on temperature on the rate where the response between fermented Potassium Dichromate and Iron fleece happens.

Bibliophobia and How to Overcome It

Bibliophobia and How to Overcome It More in Phobias Types Causes Symptoms and Diagnosis Treatment Bibliophobia is an unusual phobia of books. It can be broadly defined as the fear of books, but it also refers to a fear of reading or reading out loud or in public. Many people have only a subset of this phobia, fearing textbooks or historical novels or children’s stories, rather than a fear of all books. Mythophobia, or the fear of legends, can be considered a subtype of bibliophobia if the fear is of those legends that are written down. Metrophobia, or fear of poetry, is another subtype of bibliophobia. The Phobia of Books If you experience bibliophobia, you may have difficulty when forced or encouraged to read. You may fear the stories themselves. Or, even the simple act of reading, holding a book, or being in a library may cause anxious behavior associated with your phobia. If you have learning disabilities or difficulty with reading, then it is natural to be nervous, particularly when reading out loud. It is important to determine and treat the root cause of the phobia. You may have been ostracized in childhood for not reading adequately or forced to read before you were proficient, so the fear is associated with a lack of control over reading material which has created your aversion and resulted in anxiety surrounding books. If you have bibliophobia, you may shake, sweat or cry when having to read. You might go out of your way to avoid reading out loud by sitting in the back of a classroom or even skipping classes altogether. You may try to convince others to read important information to you instead of having to read it yourself. Or you may heavily control your interaction with books or reading environments such as libraries, museums, and other places where reading is an important aspect of the experience. Treatment Because bibliophobia can be extremely life-limiting, causing problems at work and school as well as in personal life, its important that you seek proper treatment. Your doctor or mental health professional will work with you to develop a treatment plan that fits your needs. You will likely be taught new ways of thinking about books, and encouraged to read a few pages at a time within the safety of your therapist’s office. At no time will you be forced to progress at a faster pace than you feel comfortable with. Remember treatment is not a cure, so your best course of action is to continue to expose yourself to books to lessen your anxiety surrounding your fear of books. This continual exposure will help you better overcome your phobia in the long run. Bibliophobia in Popular Culture Although this phobia is rather unusual, it makes an excellent backdrop for certain Halloween events, such as Universal Orlando’s Halloween Horror Nights. In Universal’s scenario, for example, a female drama voice coach develops both bibliophobia and  metrophobia, making it difficult or impossible to do her job. The treatment, in horror movie style, is to force the woman to face horrific images contained in a series of twisted fairy tales. This may be a comic way of showing people who are afraid of scary stories, but the fear should be taken seriously because of the consequences of this particular fear.

Outline and Assess Sociological Explanations of Gender...

Crime is the when an individual or group commit an act against the law. Deviance is an act that is against the social norm and is labelled as deviant. Official statistics have proven that 80% of all crimes are committed by males. However the study of criminology have tended to be dominated by males, therefore the studies are done by men about men. The official statistics suggest that gender is perhaps the most significant single factor in whether an individual is convicted of crime. The official statistics often comply with the common assumption that men commit more crimes then women. According to official statistics, in 2005, 1.8 million offenders were guilty in which 79% were male and 7% of these were aged fewer than 18. The ratio of†¦show more content†¦Official statistics show that this remains true. Allen (1987) also found evidence that women sometimes escape prison in very serious cases where a male defendant might have been expected to receive a prison term. Courts may be reluctant to imprison mothers with young children. However she also found that women were more likely than men to be put on probation for some offences. However, the validity of the chivalry thesis is questioned by Box (1981) who reviewed the data from self-report studies in the UK and USA. He concluded that ‘the weight of evidence on women committing serious offences does not give clear support to the view that they receive differential and more favourable treatment’. This claim is supported by Graham and Bowling study which found that females were less likely than men to be involved in the more serious offences. The seriousness of the offence could explain the lower proportions of females among the convicted and cautioned than among self-reported offenders rather than leniency in the criminal justice system. Another approach to evaluating the chivalry thesis is to examine sentencing policy which was done by Farrington Morris (1983) who conducted a study of sentencing in Magistrates courts. They noted that some official figures did imply more leniency towards women. In 1979, 6.6% of men but only 2% of women found guilty of indictable crimes were imprisoned. Although men received more severe sentences than women, the research found that theShow MoreRelatedSociology A2 Revision 2012 34479 Words   |  18 PagesWednesday 13th June, am Unit 4 exam: Tuesday 19th June, pm Easter Revision: tbc A2 Syllabus: AQA Sociology GCE (new specification) Unit 3: Mass Media (SCLY3) Worth 20% of your final A Level Written paper, 1 hour 30 minutes 60 marks available Unit 4: Crime and Deviance with Theory and Methods (SCLY4) Worth 30% of your final A Level Written paper, 2 hours 90 marks available Timetable Use your revision checklists to draw up a timetable for revision leading up to the exam. Make sure you cover everythingRead MoreSociological Explanations For Gender Difference1387 Words   |  6 PagesTITLE: outline and assess sociological explanations for gender difference in patterns of crime. What is the relationship between crime and masculinity? Crime can be described as an act that harmful to an individual as well as the society; such acts are against and punishable by the law. While deviance can be described as acting against social norms, for example a boy wearing a skirt would be out of place in the society The sex role theory states that, when young males and females are younger theyRead MoreSociology Essay20437 Words   |  82 PagesAnushka Asthana, ‘Religious schools â€Å"show bias for rich†Ã¢â‚¬â„¢: Middle class favoured, study shows: Faith schools deny selection claim’, The Observer, 02.03.08. 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Moffitt and Ray Paternoster Journal of Research in Crime and Delinquency 2004 41: 180 DOI: 10.1177/0022427803260263 The online version of this article can be found at: http://jrc.sagepub.com/content/41/2/180 Published by: http://www.sagepublications.com On behalfRead MoreCuases Impact of Rural - Urban Migration from District Swabi to Peshawar14595 Words   |  59 Pagesbehaviour. 50 Table-15: Effect on social life and its specification. 51 Table-16: Change in family organization. 52 Table-17: Social stratification. 53 Table-18: Civic facilities minimized. 54 Table-19: Recreational places are overcrowded. 55 Table-20: Patterns of ceremonies effected and its specification. 56 Table-21: Change urban life. 57 Table-22: Administrative problems. 58 Table-23: System of education and educational set up. 59 Table-24: Price hike due to migrants and its specification. 60 Table-25:Read MoreOrganisational Theory230255 Words   |  922 Pagesmisbehaviour? 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To What Extent Can Cognitive Development Be Understood in...

2018 To what extent can cognitive development be understood in terms of the specialization of function in specific structures of the brain? Developmental cognitive neuropsychology seeks to understand and explain the relationship between the human brain and its function. One might consider the extent to which cognitive development can be understood in terms of the specialisation of function in specific structures of the brain. Two contrasting theories of functional specialisation will be presented, debating the means by which brain functions develop and contesting the influence environment bears upon the maturing brain. To enable exploration of this topic, an account of key concepts of brain development will be offered throughout. The†¦show more content†¦One example of this adaptation is captured by the Hebb rule (Hebb, 1949), in which synaptic adjustment between neurons activated by environmental stimulii leads directly to lowered synaptic resistance, and thus strengthening of neural pathways. The theory of selectionism (Changeux, 1985) further supports the epigenetic argument of Karmiloff-Smith, explaining the manner by which neural pathways become specialised, with preservation of frequently used paths, whilst dendritic connections in unused-pathways die out. Karmiloff-Smith’s principal argument for modularisation, however, relates to the flexibility of cognitive development, positing that the complexity of the human brain supports an epigenetic rationale (1992). Argument relating to brain plasticity in infants could be deemed to support this argument - whilst some brain regions are associated with particular cognitive functions, the concept of plasticity suggests the developing cortex can compensate for loss of function or damage during infancy to another cortical area[2]. Plasticity may not be epigenetic – a viewpoint exists that a determined genetic blue-print plans for the possibility of brain damage – however, the amount of encoded genetic material necessary to provide complex domain-specific functions renders epigenesis, and therefore modularisation, aShow MoreRelatedTheory of Multiple Intelligences3604 Words   |  15 Pagesintelligences The theory of multiple intelligences was proposed by Howard Gardner in 1983 as a model of intelligence that differentiates intelligence into various specific (primarily sensory) modalities[disambiguation needed], rather than seeing it as dominated by a single general ability. Gardner argues that there is a wide range of cognitive abilities, and that there are only very weak correlations among them. For example, the theory predicts that a child who learns to multiply easily is not necessarilyRead MoreMetaphors of Management and Organization in Germany and France7387 Words   |  30 Pagesand French textbooks on organization as much as in the organizational structures of German and French companies. In essence, the differences between the underlying concepts of organization studies by German and French scientists and practitioners may be reduced to two metaphors: chart and sail. In German organization theory and practice, there is a dominant image of an organization as an essentially centripetal entity and structure for the efficient differentiation and integration of individual tasksRead MoreCurriculum Development- Let Review9921 Words   |  40 Pagescurriculum development and that curriculum should be composed only of knowledge based on disciplines. 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Commercial Bank Service Delivery Free Essays

string(619) " Industry or Competitor Value Deposit Growth \(1996-2001\) 30% US Banking Industry-20% \(98-01\) Deposit Growth \(2001\) 40% US Banking industry – 5% Online Usage 34% Wells Fargo – much lower Net Income growth \(1998-2001\) 200% \(Double\) US Banking industry – 20% Table 3: Commerce Bank’s Performance Comparison Funding Mechanism Commerce’s funding mechanism can be looked at from 2 perspectives Commerce’s own startup and growth strategy \(how it funded it’s own growth\) Commerce’s banking and lending operations \(how it functions as a bank\) Startup and Growth Strategy Founded in 1973 with \$ 1\." Commerce Bank INDUSTRY: Banking SERVICE: Checking Accounts Loans COMPANY/BRAND: Commerce Bank SOURCE: HBS Premier Case Collection WRITTEN BY: Frances X. Frei, Corey Hajim PUBLICATION DATE: Dec 02, 2002 PROD. #: 603080-PDF-ENG Reader’s comments would be much appreciated and replied to!!! Analyze Commerce Bank’s service delivery system prior to ‘Retailtainment’. We will write a custom essay sample on Commercial Bank Service Delivery or any similar topic only for you Order Now Base your analysis on the following heads: Service Offering Funding Mechanism Employee Management System Customer Management System ANALYSIS: Commerce Bank’s Service Delivery System Commerce Bank’s entire banking and operational philosophy is designed around creating a retail experience for the customer. This was unusual for the entire banking industry and thus a great source of differentiation from both the operational standpoint and from the service delivery design perspective. This meant that the entire value proposition from the customers’ standpoint depended on the design of the service environment/theater including the 3 service marketing mix variables This can be seen from employee comments and facts in the case about these variables Product: â€Å"We believe the value of a bank is not its loan base but rather the deposit base† – Vernon Hill (Chairman CEO) Price: â€Å"We are generally the lowest ratepayers in every market† – Vernon Hill (Chairman CEO) Place: ‘†¦ eciding where to put a branch was just as important as what the building looked like.. ’ Promotion: ‘Commerce spent $500,000/branch in NYC on promotion†¦Ã¢â‚¬â„¢ and ‘Red and blue painted Commerce vans with an emblazoned logo’ People: â€Å"This is not a job for someone who ‘s interested in being cool or indifferent† – John Manning (Employee Trainer) Process: â€Å"the way we look at credit and credit quality is a lot tougher†¦Ã¢â‚¬  – Falese Physical Evidence: â€Å"They i. . customers know what the deal is whenever they visit one of our banks† – John Cunningham (CMO) The Chairman and CEO, Vernon Hill has been able to do this by understanding 2 very important aspects or critical success factors of the banking business Understanding the Nature of the Servicescape: Despite trends (cross selling non-interest revenue) in the banking industry moving towards the more remote delivery mode (Pg. : Most banks actively encouraged customers to move their transactions from full-service channels to self-service channels†¦monetary penalties for using the more expensive channels†¦charging $3 to visit the teller), he understood that because banking as a service depended so heavily on the service attributes of searchability, experience and credence and the nature of the servicescape was in essence that of an Elaborate- Interpersonal type Reducing the L istening Gap (from Gap Model of Service Quality): In comparison to other banks in the industry which competed on keeping a low-interest ratio, he rightly understood the customers’ real need by competing instead on service, convenience and other intangible service differentiators (Pg. 6: †¦the competition is beating on the 3% i. e. ustomers wanting a higher interest rate; we decided to compete on the 62% i. e. customers wanting convenience) Keeping this in mind we can now look at the 4 dimensions its Service Delivery system prior to ‘Retailainment’ Service Offering In light of this, the bank’s entire service offering can be visualized as in the figure below: Here we can see that the service offering in itself is split into CORE OFFERING: This is not very different from what other banks in the industry offer. However, from an execution standpoint their focus was different, because their strategic intent for both operations and growth was that Bank Value is ‘Deposit Base’ NOT ‘Loan Base’. Their core offering i. e. anking services included Deposits or Checking accounts (first 3 years no monthly service fees and free 1st order of checks) Sr. No. Type Minimum Balance Details 1 Standard Checking $100 No monthly service fees 2 Interest Checking $1000 No monthly service fees, Unlimited check writing, Interest 3 50 Plus Club $100 No account maintenance charge for checking account with interest, free checks, money orders, notary service and travelers’ checks 4 Consumer Checking None No per check charge for first 8 checks/month for $3 monthly fee Table 1: Commerce Bank’s Deposit Product Line Loans: Commerce’s value is not in its loan base but in its deposit base. So for Commerce, loans are not given out as easily as other banks in the industry which believe that growth is in loans since deposit growth can occur only with the lowest interest rate. However, credit quality checks for loan approval is very stringent ATMs: Withdrawals were available at any ATM and purchases anywhere Visa was accepted. Transactions were immediately reflected in accounts and statements Cash Reserve Line: All accounts could be combines with a Cash Reserve Line to ensure protection from overdrafts SUPPLEMENTARY SERVICE: Commerce has 8 supplementary services (4 facilitators and 4 differentiators) which allow for superior customer service: FACILITATORS DIFFERENTIATORS Information Commerce decided to use Live agents over the phone instead of Voice Response Unit (VRU)to talk to customers Consultation Branch manager (also the Loan officer) consults/advises loan applicants and helps to manage both loans deposits Order Taking (Banking context: Cash withdrawal loan application process)  · Loans were assigned to service branch instead of Head office for easy access for customer  · Weekend banking facilities were provided to allow customers to bank on Saturdays Sundays Hospitality  · Helpline phones at ATMs  · Employee escorts with umbrellas during rains  · Lollipops and dog biscuits at drive through banking windows  · Coffee and newspapers in waiting lobbies Billing Banking context: Loan approval and monthly statement generation process)  · Loan applicant had to personally sign-off by on loan papers at service branch  · Online Monthly statements Safe Keeping (Banking context: Peace of mind about account balances and check deposits)  · Immediate updating of ATM withdrawals in online statements  · A ‘Check View’ feature on Commerce’s website Payment (Banking context: Loan repayment process)  · Payment is easier for customer and assured for bank, since loan customer also has a deposit at service branch Exception handling (Banking context: Coin currency Irregular hours )  · ‘Penny arcades’ to handle coins  · Midnight timing at busy locations 10 minute rule to increase banking hours by 20 minutes in a day’ operation Table 2: Commerce Bank’s Supplementary Services mix As a result of this unique service offering design, Commerce has produced above average results in its undifferentiated core offering: Comparison Parameter Commerce’s Value Industry or Competitor Value Deposit Growth (1996-2001) 30% US Banking Industry-20% (98-01) Deposit Growth (2001) 40% US Banking industry – 5% Online Usage 34% Wells Fargo – much lower Net Income growth (1998-2001) 200% (Double) US Banking industry – 20% Table 3: Commerce Bank’s Performance Comparison Funding Mechanism Commerce’s funding mechanism can be looked at from 2 perspectives Commerce’s own startup and growth strategy (how it funded it’s own growth) Commerce’s banking and lending operations (how it functions as a bank) Startup and Growth Strategy Founded in 1973 with $ 1. 5 million as startup capital (assumed to be seed capital not VC funding) Chairman CEO, Vernon Hill did not believe in MAs as a growth strategy but as a cost-cutting measure Started operations as a community bank in southern New Jersey Used the retail franchise expansion model (without acquisitions) to grow Expanded into branches in Pennsylvania, Delaware and New York Concentrated on seeing customer as a revenue-generator (not cost center). However, cross-selling was not encouraged since main revenue stream was considered as deposits Expansion into New York was done organically (Branches were wholly owned and run by Commerce and promoted heavily (Spends – $500,000 per branch) By 2001, Commerce had $ 1 billion in core deposits Banking and Lending Operations Commerce’s 2 basic product categories were: Deposits (Debits) and Loans (Credits). Its operations as compared to the Industry can be analyzed as below: Product Category v Commerce’s Philosophy: Focus is consumer business (Deposits) Best value from both (conventional electronic) channels Low-expense ratios are bad Outgoing friendly service Industry Trend: Cross-Selling products Preference to electronic channels Non-interest income revenue Pushing customers out of store(bank) Deposits Rates need not be the highest in the industry (only 3% want this) Longer operating hours allow for more time for customer service (62% want this) Non-interest income revenue (i. e. ATM charges) must be used as competitive advantage to grow and not simply be an addition to the bottom line They are transaction-oriented and low growth Dozen or more types of checking accounts $5 monthly fee for Internet Banking facilities Loans Assigned to customer service branches that received credit for deposits Loan-deposit ratio low Stringent credit quality checks Customers mostly commercial real estate projects, mortgages and consumer loans Loan officer is also branch manager Loan delivery is centralized leading to customer and loan officer disconnect Loans are 90% of deposit base (2001) Lower credit quality loans (i. e. sub-prime mortgages) get approved Loans not linked to deposits RESULT Deposit Growth (2001) – 40% Online Usage – 34% Net Income growth (1998-2001) – 200% Loan Deposit growth (1998-2001) – 20% Deposit Growth (2001) – 5% Non-interest income growth – 27% Interest Income growth – 11% Customer attrition – 1/3rd of customer base Table 4: Commerce Bank’s Funding Mechanism Employee Management System Commerce’s Employee Management System can be broken up into Hiring Training Work Autonomy Workplace involvement Rewards Appraisal or Performance Measurement HIRING Policy emphasizes internal (among employees) and external (customers employees) engagement Extensive interviews (2000 interviews for 40 positions in Manhattan branch) Experience about local and entrepreneurs given high importance Interviews used to know about competitors and their best performers TRAINING WOW program (process improvement) for all employees to be trained and integrated into the Commerce culture (‘Traditions’ class) Commerce University (full time education and training facility) Easy to remember framework for learning Commerce service deliver model: SMART (Say YES to customers, Make each customer feel special, Always keep customer promises, Recover, Think like a customer) Continued business education for senior executives WORK AUTONOMY ‘Kill the stupid rule’ program to suggest improvements WORKPLACE INVOLVEMENT All employees encouraged to hand out their visiting cards to recruit potential employees Redeemable WOW! Stickers WOW! Awards and Musical performances Red Fridays (Pictures taken of those employees who are wearing red) Mascots – Mr. C , Buzz and Dr. Wow REWARDS Glamorous prizes for top performers (like a leased Porsche Boxster for 1 year) $5000 reward for the staff of nearest Commerce branch where a competitor closed down $50 reward for suggesting improvement in the ‘Kill the rule’ program (mentioned above) APPRAISAL OR PERFORMANCE MEASUREMENT All shops (branches) performance data on an internal database open to all branch managers Salary increases based on shopping (No. f deposits) results Mystery shoppers visited 14000 shops (branches) annually for evaluating employees, customer-service reps for compliance with greeting and other procedures Competition between branches in different regions in the form of Leagues (assuming this is like football or baseball league s) to get the best service report Table 5: Commerce Bank’s Employee Management System Customer Management Systems Commerce’s Customer Management Systems or customer-centric programs can be divided into: Customer Acquisition Programs Customer Retention Programs Both these have some customer ‘delight’ features which are called as such because they are against industry norms and unexpected by customers Acquisition Industry Norm Employees were encouraged to cross-sell products (deposit account and loan products) Employees’ key performance measures were volume of calls handled and number of transactions processed rather than customer satisfaction or repeat customers Customers were seen as cost centers and in order to keep a low-expense ratio were pushed to use the electronic channels (full-service to self-service) Also, customers using the conventional personal (teller) banking channel were penalized through extra fees This savings in the marginal cost was then used to give a higher interest rate which banks felt was the only way to attract new customers. These are the result not understanding why customers selected their banks in the first place. In addition to proximity, customers chose banks based on service. Vernon Hill, CEO Chairman, Commerce Bank understood this and built it into Commerce’s Customer Management System Commerce’s customer acquisition methodology Branches located clos e to competitors branches Branches are designed to be inviting, open windows (Note: this is a visual ‘Cue’ designed into the physical evidence variable. It shows honesty and transparency) and ample parking Red blue painted commerce vans helped create free advertising opportunities Building designs across all branches were consistent (Note: This gives a consistent message to the customer – Integrated marketing communication) Very high promotional spends for every new branch in the form of direct mailings, subway ads, phone kiosks and free food (like 10,000 hot dogs in Commerce napkins) First time customer is given 4 simple checking account options (See Table 1) and First time customer is given a free gift for opening an account Employees treat customers with outgoing friendly service and do not try to cross-sell products or push customers out of the store after they finish their transactions Loan applicants were encouraged to open deposit accounts first Retention Industry Norm All banks provided the same ease-of-use electronic banking features along with their extensive branch networks. Also, existing Customers were expected t o be comfortable in a different environment and deal with a different culture when banks merged. In spite of this, even the best retail banks lost 15% customers/yr as the following table shows: Sr. No. Reason for leaving of customer base 1. Dissatisfaction with steep fees and fee surprises, poor service and errors 34 2. Outside of reach of current branch locations 34 3. Availability of more convenience such as longer hours in other banks 15 Table 6: Customer attrition in the Banking Industry Commerce’s customer retention methodology Analyzing the facts of the case, it can be clearly seen that Commerce’s customer retention program targeted exactly those pain points (See Table 6) which caused customers to switch banks. Convenience Extended banking hours (10 minute rule allowed for 20 minutes of extra banking everyday) Busy locations were open till midnight (12:10 am) Weekend banking (Saturdays Sundays) which started in Jersey shore were extended to all branches Exactly same environment across all branches (Note: This feature was lost after ‘‘Retailainment’ program was launched) Phones in ATMs reach helplines Live agents instead of VRUs Boundary-spanning Roles and Interface Employee conduct monitored by mystery shoppers for friendliness (handshakes), consistency in greeting and other procedural details when dealing with customers Employee appraisals and salary increases linked to branch performance (which is linked to service quality) and not volume of transactions handled Live agents dress codes stricter than other call center settings Personal attention Guidance to manage deposit accounts by branch managers Loan accounts handled by local customer service branches and not central headquarters Guidance to manage loan accounts by loan officers (who also happened to be branch managers) Customer delight features No fees for ATM and check cards Non-interest income (ATM charges/fees for using other bank’s ATMs) returned to customers Employee escorts with umbrellas to cars during rains ‘Penny Arcade’ program to handle coins with no charge either customers or non-customers (Note: This might have even helped customer acquisition) Gifts (pens and lollipops) at drive-through banking windows All these helped drive the growth engine of Commerce Bank. It grew to $1 billion in deposits by 2001. While the net income for the industry stood at 20%, Commerce doubled its net income in the period 1998 -2001. How to cite Commercial Bank Service Delivery, Papers

Working children with disabilities an Example by

Working children with disabilities The reported cases of children with disabilities have been increasing for the past few years that particular attention must be given to this age group. Hence, there is a commensurate increasing need for a particular group of workers who can cater to the special needs of these children with disabilitiesthe social workers. Cynthia J. Weaver, an assistant professor of social work at Marywood University said that work with this highly vulnerable population requires specially-trained, compensated, and cared-for social workers. She further adds that the consistency and competency of the child welfare social worker is as critical as the advanced medical technology and new medications for the quality of care for this vulnerable position. Need essay sample on "Working children with disabilities" topic? We will write a custom essay sample specifically for you Proceed Accordingly, children with disabilities benefit when their parents are able to provide safe and loving environments. The vast majority of us raising children with special needs strive to do just that. But truth be told, the extra work involved in learning to decipher medical lingo and navigate social service agencies can be onerous -- and our kids risk not getting the assistance they need to flourish (Edelson, 2006), Thus, the expertise of a social worker is needed to provide the children with the proper care inadvertently not given by the their parents or guardians. Children with disabilities, sometimes, are neglected members of the society; they are abused or abandoned, some of them are seen with contempt because of their condition or disorder, while others are not given proper educational support for their full development as human beings. There is a social stigma attached with having a child with disability; this is one reason as to why more parents are abandoning their children. It is provided that the fragility and vulnerability of this population of children/adolescents require the utmost of our sensitivity, advocacy, expertise, and creativity (socialworktoday.com). Hence, social workers are needed to work with these children because they have the knowledge and expertise to meet each childs needs. The general role of a social worker is described as working with people experiencing crisis or people who are socially excluded. Their aim is to provide support to enable service users to help themselves. They maintain professional relationship with service users, acting as a guide, advocate or as a critical friend (prospects.ac.uk). Some specific tasks that are undertaken by social workers in aid of children with disabilities are making assessments on the situation of a particular child and giving recommendations on the best remedies or alternatives to ease the demeaning conditions of life surrounding the child with the disability. Parental care and protection are not enough to provide a better life for a child with disability; a social workers training and experience complements this insufficiency. In view of this, social workers who are trained understand the challenges that face families of children/adolescents with special needs and assist them in securing resources and in communication their needs (socialworktoday.com). Understanding all the circumstances surrounding a child with disability will enable an individual to identify the specific needs of the child for his/her full development and the eventual integration of the child into the society living. A social worker helps the child live a normal life in a society often convoluted with a mixture of biases, incorrect opinions and prejudices. The need for social workers to work with children with disabilities has become apparent lately because society has learned now to understand that these children have something to offer for the whole communitys benefit . The work of a social worker advocates social justice and fairness. For that reason, they are needed to work with children with disabilities in order to live a normal life. These children should be given a chance to mingle with people considered as normal, and their skills and capabilities should be harnessed so that these children can discover their real worth in the society. In an academic setting, these children are segregated into specialized classes because they usually cannot cope with the ramification of normal school life; however, school social workers provide a link between home, school, and community. This service enables students and their families to overcome social and personal problems which impede learning. School social workers provide individual and group counseling, consultation to professionals, and other services which help students cope with their disabilities (aasep.org). There is always a need for social workers to work with children with disabilities. It is a fact that the nature of social work can be both emotionally rewarding and demanding. Work within the profession can be stressful; working conditions are often under-resourced and heavy-case loads are common (prospects.ac.uk), nevertheless, they are indispensable in a society where neglect and abandonment exist as an alternative to the burden of raising a mentally retarded child or one with a physical frailty. Empathy is one of their biggest emotional asset; they are always ready to lend a hand when someone is in need or give proper service to address an individuals problem. Social workers are always needed to work with children with disabilities. It is a fact, and always will be. Cited Works: Weaver, Cynthia J, (2006) Children with Disabilities in the Child Welfare System. Social Worker Profile (2006) Edelson, Miriam (2006) Battle Cries: Justice for Kids with Special Needs.