Role of national security advisor of US Essay Example | Topics and Well Written Essays - 3500 words

Role of national security advisor of US - Essay Example Various stakeholders in tackling security issues in US play different roles to establish the causes and means effectively applicable to mitigate issues of security in the world. Among the major stake holders in security issues in US are; the president, the security advisor, the director of national intelligence, the congress among others. The US security stakeholders take interest in circumstances that affect values, economic prosperity, security and international order. US security sector investigates security status, formulate policies and offer support to the regions that are affected by insecurity. In making decisions related to security, the stakeholders contribute share information that determines the course of action to be taken by the US government. The action taken by America regarding a security issue is not solely decided by the president. In this paper, I will analyze the role of the US National Security Advisor and his place in offering advice to the government and the e ffect on the Instrument of National Power as a result of the course of action. In this analysis, I will take into consideration the role of the US National security Advisor in the situation of Afghanistan and Pakistan. This is because the US is concerned with the future outcome of the security situation in that area. This is because of the existence of terror groups which have destabilized security of the region for many years. Terrorist groups are considered a threat to the whole world since they are believed to be trafficking weapons of mass destruction into the region (Lesson 19 pg 237). Seth Jones, the author of the article, It Takes the Villages: Bringing Change from Below in Afghanistan addresses the issues surrounding the US involvement in security issues touching Afghanistan. According to Jones, the government of US has operated with little information about the cultural dynamics that surround the area of Afghanistan. For example, the author argues that the government of US has taken military to Afghanistan while they lack information on the values of the local people. In actual sense, the author supports his work by quoting the word of the Major General Michael Flynn who attested that they are working in an area where they know very little about. Flynn was quoted to have used these words eight years in to the war between US and terrorists in Afghanistan (Jones pg 240). In tackling the security situation in Afghanistan and Pakistan, the US national Security Advisor will be required to change the strategy he has presented to the US government concerning the implementation of military plans in those areas. This is because there are deficiencies in the way the US has been approaching the settlement of disputes in that region. In addressing security issues, the government of US has failed to put into consideration the culture of the people of Afghanistan. This would inform decisions Americans soldiers make in planning and executing plans since activities o f a people are linked to their values (Jones pg 241). It is evident that many of the American soldiers have minimal interaction with people of the rural areas of Afghanistan. To achieve settlement of disputes between the two areas, the government of US will be required to engage the allies to the warring sides and get exact information about causes of war. The government of America will need to execute a cultural study of the

Anatomy & Physiology Essay Example for Free

Anatomy Physiology Essay In this assignment the concept of homeostasis will be explained and the probable homeostatic responses to changes in the internal environment during exercise will be discussed. Homeostasis is simply how the body keeps conditions inside the same. It is described as the maintenance of a constant internal environment. Generally, the body is in homeostasis when its needs are met and it’s functioning properly. Every organ in the body contributes to homeostasis. A complex set of chemical, thermal, and neural factors interact in complex ways, both helping the body while it works to maintain homeostasis. In homeostasis there is the concept of Negative feedback which ensures that, in any control system, changes are reversed and returned back to the set level. There are four different homeostatic mechanisms for regulation these four are the heart rate, breathing rate, body temperature and blood glucose levels. Negative feedback system is made out of receptors to detect change, a control centre to receive the information and process the response and effectors to reverse the change and re-establish the original state. (Anatomy Physiology, 2013) The autonomic nervous system controls the heart and has two branches; the sympathetic nervous system and the parasympathetic nervous system. When the body is undergoing muscular work, fear or stress the sympathetic nervous system will be active. When the sympathetic nervous system is active it will cause every heartbeat to increase in strength and heart rate. During resting, peace and contentment the parasympathetic nervous system is active and it calms the heart output. During periods of fright, flight and fight the sympathetic nervous system is boosted by the hormone; adrenaline. The nerves of the adrenaline are the cardiac nerves. A special cluster of excitable cells are supplied by the sympathetic and parasympathetic nervous system in the upper p art of the right atrium. We call this ‘the peacemaker’ in general terms. A connection of impulses from the sympathetic and parasympathetic nerves acting on the sino-atrial (‘the pacemaker’) regulates the activity of the heart to suit situations from minute to minute, hour to hour and day to day. The  sino-atrial node sends out a cluster of nerve impulses every few seconds around the branching network of atrial muscle fibres to cause contraction. The impulses are caught by a different group of cells forming the atrioventricular node and relayed to a band of leading tissue made of big, modified muscle cells called Purkinje fibres. In the atrioventricular node the transmission of impulses is delayed slightly to enable the atria to complete their contractions and the atrioventricular valves to start to close. The location of heart valves is on a fibrous figure-of-eight between the atrial and ventricular muscle masses.(Aldworth and Billingham, 2010) The lowest part of the brain is the medulla and is located above the spinal cord and is often kno wn as the ‘brain stem’. The two important centres for control of the heart rate are located in the brain stem. These are called the cardiac centres. The sympathetic fibres descend through the spinal cord from the vasomotor centre while the cardio-inhibitory centre is in charge of the origins of the parasympathetic fibres of the vagus nerve reaching the sino-atrial node. (Aldworth and Billingham, 2010) Baroreceptors are found in the walls of the aorta and they detect changes in blood pressure. If in the arteries a small upward change in blood pressure happens it often indicates that extra blood has been pumped out by the ventricles as result of the extra blood that enters the heart on the venous or right side. When the baroreceptors detect the change they relay the information in nerve impulses to the cardiac centres. Movement in the vagus nerve slows the heart rate down and reduces the high blood pressure to normal. Thermo receptors are receptors that are sensitive to temperature and they are present in the skin and deep inside the body. Also they relay information through nerve impulses to the hypothalamus; this is a part of the brain which activates appropriate feedback systems. During fear, stress and exertion, the adrenal gland releases a hormone called circulating adrenaline. Circulating adrenaline stimulates the sino-atrial node to work faster, therefore boosting the effect of the sympathetic nervous system. The hypothalamus activates the sympathetic nervous system when thermo receptors indicate a rise in body temperature to the brain. When the sympathetic nervous system is activated it causes the heart rate to increase. Our rate of ventilation is mainly on ‘automatic pilot’ and do not notice little variations that are the result of homeostatic regulations. We are only voluntarily controlling our breathing  when taking deep breaths, speaking or holding a breath. Breathing rate increase slightly when metabolism produces extra carbon dioxide until this surplus is ‘blown off’ in expiration. Also a period of forced ventilation will decrease the carbon dioxide levels in the body and homeostatic mechanisms will slow or stop breathing until levels return to normal. A period of forced ventilation can be for example gasping.(Aldworth and Billingham, 2010) Internal receptors relay nervous impulses to the brain about the status of ventilation from the degree of stretch of muscles and other tissues when they function as stretch receptors in muscles and tissues. Changes in chemical stimuli are detected by chemoreceptors and they supply the brain with the information. There are to chemoreceptors; the central and peripheral. The central chemoreceptors are located in the medulla of the brain and monitors H+ ion concentration. When H+ ion concentration is increased it causes increase in ventilation rate. Peripheral chemoreceptor’s increas e ventilation when oxygen levels decrease. Peripheral monitors changes in oxygen. (Aldworth and Billingham, 2010) The respiratory system has a dual autonomic supply. The sympathetic causes the bronchial muscle to relax and the parasympathetic causes the bronchial muscle to contract. This causes narrowing in bronchi. Vagus means ‘a wanderer’ and the vagus nerves is so called because it wanders all over, supplying internal organs. Sympathetic nerves emerge from the places where nerves interconnect, to run to the bronchi, these places are called a chain of ganglia.(Aldworth and Billingham, 2010) The upper part of the brain is called cerebral cortex; this part of the brain is responsible for voluntary control of breathing. The respiratory centre, also called the involuntary centre is found in the medulla and the pons. Each centre receives information of internal receptors about the state of ventilation. The respiratory pacemaker and the respiratory centre are similar to each other. The inspiratory and expiratory centres are two groups of nerve cells. If one is active the other one is inhibited. The inspiratory centre is actively sending nerve impulses to the nerve to the diaphragm, the phrenic nerve, and the thoracic nerves are sending impulses to the intercostal muscles which cause contraction and the contraction results in inspiration. Inspiration stops when the stretch receptors send bursts of impulses to the inspiratory centre. These bursts of impulses indicate that the chest and lungs are fully  expanded, and the flow of impulses subsides, releasing the expiratory centre from inhibition. The expiratory centre then sends nerve impulses to the respiratory muscles which causes relaxation and expiration. The information that comes from the other internal receptors, for instance the chemoreceptors (which effects the homeostatic regulation) monitors and modifies the cycle. The body predicts the changes before an individual starts the exercise, this is because the sympathetic nervous system is stimulated. Also adrenaline is released to rise cardiac output and stroke volume. When arterioles become narrow the blood pressure increases, whereas the arterioles in the muscle relax. The extra oxygen that is needed is received by an increase in blood flow and ventilation rate. (Aldworth and Billingham, 2010) The only animals that can survive in tropical and polar regions of the earth are human beings. This is because the efficient thermos-regulatory homeostatic processes and the use of intelligence (for shelter and clothing), which mean that body temperature changes only slightly. The importance is to keep all the organs and cells at a normal temperature while allowing the periphery to adapt to changing conditions of external temperature. When body temperature is too low the water component of the body will freeze and when body temperature is too high, enzymes and body proteins will be altered or denatured (form will alter). It wouldn’t be possible to live in these conditions therefore homeostatic regulation of body temperature is vital. (Aldworth and Billingham, 2010) The skin plays an important role in regulation of body temperature. It covers the external surface of the body and it actually is the largest organ. The skin, protects the underlying tissues against friction damage, waterproofs the body, protects against ultra-violet radiation, protects deeper structures from invasion by micro-organisms, relays nerve impulses generated from the specialised skin sensory receptors for heat, cold, touch, pain and pressure, therefore informing the brain of changes in the environment and the skin synthesises vitamin D from sunlight acting on the adipose layer. When cells are shed from the surface layers, new cells will form to replace them and this happens continuously. The skin is an important part of our in-built or innate immunity. The skin forms a waterproof layer and a microbe-proof covering. The skin has a major role in the homeostatic regulation of body temperature and is considered to be part of our nervous system; this is  because of his sensitivity. Throughout the body the thickness of the skin will differ, for instance over the eyelids and lips and on the soles of the feet. The skin is divided into an outer thinner layer and a deeper layer. The outer thinner layer is called the epidermis and the deeper layer is called the dermis. The deeper layer covers adipose, areolar, striated muscle and some cartilage and bone. Hair follicles run down into the dermis and produce hairs made of keratin. Sebaceous glands that coat the surface in hairy parts are attached to the hairs that are made of keratin. The epidermis gets penetrated by sweat ducts as they emerge from the actual sweat gland in the dermis. The dermis is connective tissue, most likely areolar in which blood vessels, nerves, sweat glands, elastic and collagen fibres intermingle. In the basal layer we can find co llections of pigment cells, also known as melanocytes and they produce skin colour. Specialised receptors for temperature changes, pain, touch and pressure are formed by nerve endings. (Aldworth and Billingham, 2010) The metabolic processes that take place in the body generate heat. Energy is released during chemical reaction for muscle contraction but some of this energy is released as heat. The body gains some heat from hot foods and drinks and sometimes from the sun’s rays. Most heat is gained of chemical reactions that take place in the liver, the liver is a massive generator of heat but it doesn’t feel hot because the blood distributes this heat around the body.(Aldworth and Billingham, 2010) The receptor for heat temperature and cold temperature can be found in the peripheral skin and around the internal organs. These receptors are specially adapted cells with nerve fibres that run up the spinal cord to the temperature control centre in the hypothalamus of the brain. Nerve impulses get send by the hypothalamus to muscles, sweat glands and skin blood vessels. This causes changes that counteract the external changes. (Aldworth and Billingham, 2010) The parasympathetic nervous system helps the unstriated muscle coats of the skin arterioles to relax, but has no significant role in thermo-regulation. The sympathetic nervous system’s function is to control sweat glands and the calibre of the arterioles. While thermoreceptors tell the hypothalamus in the brain that the temperature is rising, arterioles are expanded to let extra heat reach the surface of the skin and sweat glands get activated by the sympathetic nerves at the same time. When arterioles expand it will increase heat loss by radiation and  disappearance of sweat. When the essential temperature is decreasing (cooling down), the sympathetic is active causing contraction of the arterioles but there is no sweat ‘‘it’s turned off’’. This makes the skin c older to touch and reduces heat loss and therefore it preserves the essential temperature. Essential temperature dominates the peripheral skin thermoreceptors when conflicting information is received is the reason of the colder skin and reduced heat loss. (Aldworth and Billingham, 2010) An increase in glucose will stimulate the production of the hormone insulin from the beta cells in the islets of Langerhans in the pancreas. Glucose is produced by digestive enzymes when carbohydrates are broken down. The functions of insulin are to regulate the concentration of glucose in the blood and to increase the passage of glucose into actively respiring body cells by active absorption. Very little glucose is able to pass through cell membranes without insulin expect of liver cells, and so the plasma level of glucose rises. Individuals who have diabetes mellitus, which is caused by a lack of insulin, that are not treated will have high plasma glucose levels and this can lead to other biochemical disturbances. Glucose hardly varies at all in healthy people this is because the liver ce lls that are controlled by insulin convert glucose into liver glycogen for storage. Another hormone, glucagon, from the alpha cells in the islets of Langerhans, is secreted when blood glucose starts to fall as a result of fasting or being used up by respiring cells. The secreted hormone converts liver glycogen back into glucose for release into the bloodstream. These two hormones control the amount of glucose in the blood plasma by negative feedback mechanisms and they both have receptors attached to their islet cells to recognize increase and decrease in plasma glucose levels. Also the conversion of glucose into fat is promoted by insulin and insulin delays the conversion of amino acids into energy. It is important to identify the role of another hormone, adrenaline, in the homeostasis of glucose. Adrenal glands release adrenaline when the sympathetic nervous system is active under stressful conditions, adrenaline acts aggressively to insulin and it dominates it, to adapt glycogen in the liver to glucose. This provides energy for muscles to become active under emergency conditions. After the emergency, insulin will once more become active and store any surplus as before. (Aldworth and Billingham, 2010) In conclusion, the concept of homeostasis is explained and  the probable homeostatic responses to changes in the internal environment during exercise are discussed. In this assignment I will be explaining why homeostasis occurs during exercise and how the body responses to homeostasis during exercise. There are two types of exercise; aerobic and anaerobic. Anaerobic exercise builds muscle, power and strength. When you do anaerobic exercise, your muscles are exercising at high intensity in a short time. This short time is usually not more than about two minutes. Aerobic exercise is done at moderate level of intensity for longer periods (at least 20 minutes). Aerobic is to improve the body’s consumption of oxygen and involves mainly the large muscle groups. Homeostasis is the process by which the internal environment of the body relatively stable even with changes in the external environment. Homeostasis makes it able for the body to adapt to several conditions, for example an average human body temperature is 37 degrees. This varies slightly from individual to individual. When the temperature outside decreases your body will maintain the same temperature. This proves your body has the ability to regulate its own temperature. This is not only with body temperature but there are many other ways in which your body regulates itself, particularly during exercise.In order to maintain its normal state the body must account for and adjust functions inside the body, whenever your body feels a change on the outside. Most of the time people sweat without even thinking of why your body is suddenly dripping in moisture. During exercise, there will be a wide range of effects on the systems within the body. Each system strives to help create enough e nergy to continue exercising, also to help the body recover after exercise. This use of energy has several effects on the body’s homeostasis including increased heart rate, breathing rate and sweat rate.(wiseGEEK, 2015) Homeostasis and exercise must work together within the human body to ensure that the pulmonary, heart and muscle system function properly. Two common forms of exercise are; lifting weights or jogging down the street, these two exercises produce a stress or strain on the body. During movements of the exercise the muscles must react fast, while blood flow and oxygen levels must be redirected to compensate for the extra energy use. If an individual is jogging his breathing rate has to be higher than a person who is resting. If the individual has a lack of oxygen to any vital body system it will result in cellular damage, or injury. The extra oxygen that enters the  jogger’s lungs, which comes through the pulmonary system, helps to return balance to the body. Homeostasis refers to the human body’s balance among all vital li fe systems. When oxygen intake increases, the muscles will produce more adenosine triphosphate (ATP). Adenosine triphosphate is needed for continued muscular movement. The heart is the main muscle that is affected by exercise and homeostasis. During exercise the heart must beat quicker to move oxygen-rich blood out to the skeletal muscles for motion. When the individual slows the exercise, the heart will respond to the change in homeostasis by reducing the pumping action. Until the individual is at rest, the body will continue to change its functions to maintain homeostasis.(wiseGEEK, 2015) The cardiovascular system has chemoreceptors which are located in two places; in the carotid arteries that run through the neck to the brain and in the aortic arch, which is an arterial feature near the heart. Some of the most essential chemoreceptors notice carbon dioxide. When the chemoreceptors sense high levels of carbon dioxide during exercise, the breathing rate and heart rate is going to increase to remove the waste product from the blood. The chemoreceptors work with the cardiovascular system and the respiratory system, since the cardiovascular system ge ts carbon dioxide to the lungs for elimination and the lungs need to work harder to exhale the carbon dioxide. During exercise the blood flow supply routes change within the body. To enhance oxygen supply to the muscle cells, the stress placed across the muscular system requires more blood than normal. The body switches blood normally directed toward digestion or nervous system activities to the skeletal muscles, in response to the exercise and homeostasis requirements. Removing the stress on the muscles will result that the blood flow returns to its normal routes to achieve a resting homeostasis. In relation to exercise and homeostasis, body temperature is an important consideration. During exercise your body’s system for regulating works quicker and harder. Heat production by the body can cause your internal temperature to rise up to as high as 40 Í ¦C. This can possibly lead to fatal complications. Homeostasis occurs during exercise by allowing the body to sweat. Homeostasis occurs by allowing the body to sweat. The lossof sweat from the skin cools the body down, which results in overall temperature balance to allow continued exercise without overheating. During exercise your metabolic rate increases. Heat is produced during  metabolism. An increase in metabolic rate also increases heat production. The change in body temperature during exercise is produced by the action of large muscle groups contracting. The more heat that is produced means the higher the temperature during exercise. Muscles that have enough energy store fat for a short burst of activity, after thisthey rely on increased blood supply to deliver oxygen, blood sugar and other nutrients to produce more energy. The human body burns the sugar in the blood and calls for the liver to supply stored glucose to keep up with energy demands, which causes variation in the blood sugar when exercising. Your muscles start c alling for nutrients, as you warm up, to produce energy. Energy supplies are; glucose that is carried in the blood and delivered to the muscles and free fatty acids, which is a type of lipid that is carried in the blood that provides energy when glucose is decreased. Using energy during exercise assists in balancing high blood sugar and provides fuel at the same time. Energy supply increases at the same time as blood flow to the muscles increases. The muscle cells refer signals to start burning glucose, and more of it is delivered to the cells which lower the blood sugar levels. During exercise the amount of oxygen available in the bloodstream increases, but the body must get rid of carbon dioxide from the blood at the same rate. When the body cells make energy, carbon dioxide is produced as a waste product. The carbon dioxide goes back into the bloodstream and from there it will flow through the veins back to the lungs where the carbon dioxide will be exhaled out of the body. Your breathing rate must continue to stay at a high level, to maintain balance. Now the lungs can expel the extra carbon dioxide being produced by the muscle cells during exercise. When the individual stops exercising and the cells turn back to normal energy needs, there wi ll be less carbon dioxide that is created. This allows the breathing rate to return to normal. In this assignment I’m going to explain the importance of homeostatic within the body. Homeostasis is the control of internal situations: it maintains a constant internal environment by negative feedback. The human cells live and function in a certain temperature which means that they depend on the body environment. The body environment is kept under control by homeostasis and it keeps the condition accurate for cells to function and live. If the cells don’t get the accurate condition they won’t be able to function properly. Certain process such as osmosis and  enzymes will not function correctly. Homeostasis maintains the body’s water and salt balance, if the water and salt balance are in a good condition it will maintain the process of diffusion and osmosis. Diffusion and osmosis is the transport of chemicals such as; oxygen, carbon dioxide and dissolved food .The living cells depend on the movement of these chemicals around the body. The cells in our body are kept alive by chemical reactions; the chemical reactions make the cells do their job. Enzymes speed the chemical reactions up which keep the cell alive and also enzymes ensure that the job is done. Homeostasis is responsible for maintaining a constant body temperature and enzymes work best at particular temperatures which is maintained by homeostasis, therefore homeostasis is very important to cells. (Bbc.co.uk, 2015) Negative feedback makes sure that, in any control system, changes are reserved and returned back to normal state, for instance; keeping a constant body temperature even in a hot or cold environment. Shivering is a reflex which is controlled by the nervous system. Without homeostasis the human body would not be able to function in hot or cold temperature. Shivering is a way to warm the body up, because it generates heat. If an individual is cold, homeostasis occurs and sends signals to the body which causes the reflex of shivering. Sweating is the opposite of shivering. If the body has an absence of sweating, which is also defined as hyperhidrosis, it can affect small and large areas within the body. Sweat is important for the human body because it keeps the human body cool, gets rid of excess body heat and protect from overheating. If an individual is not able to sweat it can be very dangerous, that’s why it is important to maintain homeostasis. Not sweating in whenever the body is hot can lead to serious damages and injuries, such as coma and death. It is important that the human body has homeostasis, because a failure in maintaining homeostasis can lead to death or diseases. For example heart failure can occur when negative feedback mechanisms become overwhelmed and unhelpful positive feedback mechanisms take over. Diseases that can occur from a failure in maintaining homeostasis are; diabetes, dehydration, hypoglycaemia, gout and any other diseases that are caused when toxin gets into the bloodstream. (wiseGEEK, 2015) A failure in maintaining energy balance can result in obesity and diabetes. Obesity is caused when a person overeats. The stomach releases a hormone whic h is called hormone ghrelin. This hormone goes to the  brain and increases a person’s appetite. The answer will come from another hormone which is named Leptin; this hormone is produced by cells in the fat tissue. Leptin goes to the brain and encourages a sense of satiety, or fullness. If the brain refuses to respond to ghrelin, an individual will keep feeling hungry. If the brain refuses to respond to the hormone Leptin, an individual will never be happy from a meal. Therefore a person will keep on eating and a person may overeat and this causes obesity. Homeostasis maintains energy balance. Without homeostasis an individual would overeat. (Biology-online.org, 2015) Homeostasis is also important in fighting viruses inside the body. For example if someone in your environment spread flu when he/she sneezed, your body will be affected. The body needs to fight off the entering virus, which likes living at normal body temperature. At 37á µâ€™ C the virus is able to breed and reproduce/multiply well, this will make the individual more prone to the illness as there is more bacteria to spread it. Although the body wants to maintain homeostasis and a normal temperature, but it would result that the v irus takes over your entire body. Therefore the body temperature rises above the normal range. When the body temperature rises it makes the body an uncomfortable place to live for the virus. In hotter temperature, the virus will slow down and you immune system will be able to attack the virus. Therefore homeostasis is very important, it helps fighting illnesses. If homeostasis would be disrupted an individual would become sick. A failure in homeostasis can result in dehydration. Maintaining water balance is important for good functioning of nerves. The kidney can detect blood pressure and the brain can detect the amount of water in the blood. The brain makes the body ‘thirsty’ when water levels in the body are low, while sending signals to the kidneys to retain more water. Dehydration occurs when there is too little water and it can cause kidney damage, heat cramps, shock, and coma and organ failure. However, when an individual drinks too much water, it can cause hyper hydration. Hyper hydration can lead to weakness, confusion, seizures and irritation. The human body’s weight is more than the half percentage of water. Homeostasis maintains the correct balance of water. (Balance, 2015) Homeostasis has a survival value, because it allows the human body to adapt in a changing environment. It deals with the temperature difference that a human faces when they step out their front door. The body will try to maintain a norm, the desired level of  a factor to achieve homeostasis. But it can only work within acceptable limits. In extreme condition the negative feedback mechanism can be disabled. In these circumstances, death can be caused unless there is medical treatment. (Biology-online.org, 2015) References Aldworth, C. and Billingham, M. (2010).Health social care. Harlow: Pearson. Balance, H. (2015). How Homeostasis Keeps Your System in Balance For Dummies. [online] Dummies.com. Available at: http://www.dummies.com/how-to/content/how-homeostasis-keeps-your-system-in-balance.html [Accessed 27 Feb. 2015]. Bbc.co.uk, (2015).BBC GCSE Bitesize: Why is homeostasis important for cells?. [online] Available at: http://www.bbc.co.uk/schools/gcsebitesize/science/add_ocr_pre_2011/homeostasis/importancerev1.shtml [Accessed 27 Feb. 2015]. Biology-online.org, (2015).Physiological Homeostasis Biology Online. [online] Available at: http://www.biology-online.org/4/1_physiological_homeostasis.htm [Accessed 27 Feb. 2015]. Biologyreference.com, (2015).Homeostasis Biology Encyclopedia cells, body, examples, function, human, process, system, organisms, blood. [online] Available at: http://www.biologyreference.com/Ho-La/Homeostasis.html [Accessed 27 Feb. 2015]. LIVESTRONG.COM, (2011).The Effects of Exer cise on the Baroreceptor Reflex | LIVESTRONG.COM. [online] Available at: http://www.livestrong.com/article/484396-the-effects-of-exercise-on-the-baroreceptor-reflex/ [Accessed 27 Feb. 2015]. Metabolism-metabolic-rate.com, (2015).Details about catabolism and anabolism Metabolism Metabolic Rate. [online] Available at: http://metabolism-metabolic-rate.com/details-about-catabolism-and-anabolism/ [Accessed 27 Feb. 2015]. The Classroom | Synonym, (2015).Homeostasis. [online] Available at: http://classroom.synonym.com/rad-results.html?google_kw=Homeostasiscategory=subcategory=School+Subjectsmedia_type=Articlechannel=4449597176google_rt=ChBU8E7IAA3SXQrbO4SvAEfHEgtIb21lb3N0YXNpcxoIltKWAN_kRPQoAVITCOvqm_H8gcQCFQth2wodoyQAXggoogle_page_url=http%3A%2F%2Fclassroom.synonym.com%2Fhomeostasis-fails-19395.html [Accessed 27 Feb. 2015]. wiseGEEK, (2015). wiseGEEK: clear answers for common questions. [online] Available at: http://www.wisegeek.com

LGBT Rights on Wall Street Essay -- Wall Street, Employee, Trends

Two important trends facing Wall Street are its expansion of LGBT employee rights over the past decade and its entrance into non-traditional banking centers. These trends are interrelated and deeply affect the LGBT community. As Wall Street has greatly improved its treatment of LGBT employees, it has an opportunity to share this accepting attitude as it expands into new markets. The 1980s were notorious for rampant homophobia on Wall Street, where traders routinely screamed â€Å"faggot† on the trading floor and a closeted culture prevailed throughout firms. In 1983, a small group of gay bankers formed an anonymous support group entitled the New York Bankers Trust. Bankers Trust meetings were held in private homes and mailings were addressed to â€Å"Mr.† and â€Å"Mrs.† because many closeted male bankers pretended to be married to women. This homophobic macho-driven culture continued throughout the 80s and 90s, even as society became more accepting of gays and lesbians. In 1999, there was one openly gay member of the 1,365-member New York Stock Exchange. And although many banks had, on paper, banned discrimination based on sexual orientation, a 1999 article in the New York Magazine reported widespread discrimination, lawsuits, fear of harassment and underrepresentation of openly gay men and women. After the turn of the millennium, things began to change. Quickly. In 2002, J.P. Morgan led the way and was the first bank to receive a perfect score on HRC’s Corporate Equality Index. In 2003, Lehman Brothers joined. In 2004, Deutsche Bank, Citi, UBS, Wells Fargo, and Goldman Sachs joined. The dam had been broken. A 2006 Bloomberg article noted this change and suggested a few important catalysts: societal changes, such as same-sex marriage,... ...s in these areas. I believe that if banks offer LGBT benefits, citizens will see these policies and respond positively through the political process to promote gay rights. Beyond offering equal benefits, banks can take the next step and speak out where they see injustice, as they have done in the United States. Gay rights do not exist in a vacuum. Many articles I read linked the decline in sexual harassment toward women with the acceptance of gays and lesbians in the workplace. Similarly, in many countries where gays and lesbians are imprisoned or executed, women are treated as second-class citizens, subject to female genital mutilation and high illiteracy rates. As banks have promoted gay rights in their local regions, such as New York State, they can work to expand gay rights in new markets. This is an important mission for banks and I want to be part of it.

Narrative- Amazon Woman Essay examples -- Personal Narrative Writing

Narrative- Amazon Woman I need to recover a rhythm in my heart that moves my body first and my mind second, that allows my soul to catch up with me. I need to take a sacred pause, as if I were a sun-warmed rock in the center of a rushing river. I am crouching still near a tree on a loamy ridge, my two hands spread around the trunk. I am feeling grateful for this tree that I remember because of its mossy smell and thick crevassed bark. It tells me that the beaver pond is near where one white pine shoots 100 feet up out of the tannic water, which means I am close to camp and food and sleep. I get to the pond’s edge, across from the point where my tent sits. There are no trails and the boreal forest is thick with scrub pine and dead-fall. Early afternoon sun brings out the wave of deer flies; I shake my head so that my two braids might hit the little buggers in mid-air. Undeterred, one begins to chew on my shoulder blade and prickers dig into my shins. I can see my tent across the pond, 100 yards as the crow flies, probably a mile walk around the edge. I decide to take off my clothes, leave them on this rock by the shore, swim across and come back for my things later in my canoe. Even though the whine of the deer flies’ wings beating around my head intensifies, I just stare at the water. It is only two feet deep here at the edge, but it is so dark that I cannot see the bottom. Darker shapes appear as I stare, including a large fallen pine tree which leads from the shore and disappears into the darkness. A fear takes hold of me, as it does every time I conte mplate diving into this dark water. I shake my head to loosen its grip, feel a deer fly land on the small of my back and I dive. I swim as hard as I can, my heart bang... ...Today I am smiling wide and proud of this body that carried boat and gear down to the water’s edge; that paddled against the wind across the bay to the foot of the wetland stream. The body that hoisted the laden canoe over five beaver damns, that carried boat and canoe up the trail for a mile to the secret pond; that sleeps comfortably in a tent alone out here listening to the hoot owl, and the loons and the cacophony of bullfrog music; the body that jerks upright at midnight with the sound of a buck’s snort and heavy stomp of his hoof; the body that gets up early and bushwhacks to the top of the mountain. I lie down on the warm rock at the edge of the pond and I close my eyes. My breath feels easy and light, my belly is soft and where a hard gnarled knot used to be under my sternum, a warmth spreads beyond my skin, around the blue sky and sun and back in again.

Customer service Tesco’s customer expectations Essay

An accurate description of the basic characteristics of the different customers and their needs and an explanation of what is meant by customer service in the context of my chosen organisation Customer service is the degree of assistance and courtesy granted those who patronize an organisation. Customer service describes the extent to which Tesco satisfy their customers. All Tesco customers have their own individual needs. Each individual customer likes to be provided with different services to make them self feel more comfortable. Tesco core purpose is to create value for customers to earn their lifetime loyalty. Tesco believe its success depends on people, the people that shop with them and people that work with them. If Tesco customers like what Tesco offer, they are more likely to go back and shop with Tesco again and if the team find what Tesco do rewarding, they are more likely to go extra mile to help Tesco’s customers. Tesco regularly ask its customers and staff what they can do to make shopping and working with Tesco a little bit better. Tesco customers have told them they want clear aisles in order to get what they want at a good price, no queues and great staff. Tesco use its every little helps shopping trip for customers every day in order to ensure they are always working hard to make Tesco a better place to shop, at home and abroad. Tesco staff have told Tesco that it is important to them to be treated with respect, having managers that helps them, having interesting job and an opportunity to get on. Tesco helping to achieve what is important to its staff will help Tesco to deliver every little helps shopping trip for its customers. Tesco aim is to attract as many customers as possible and keep exisiting customers. If Tesco manage to achieve these aim, it will maintain or increase its turnover and make the profits it requires. A good customer service is one of the main ways for Tesco to succeed. The first step Tesco must take is to provide good quality product because if the products on sale are not of sufficiently high quality, customers will stop buying after some time. Before Tesco decide on what service to provide, Tesco must understand clearly its customers’ expectations. Tesco recognised the need to provide staff training and set up systems to ensure customers’ expectactions are met. Tesco’s customer expectations 1. Good value products: if Tesco do not offer good value products, it will lose customers. Tesco like to keep a close watch on prices charged by rivals in order to make sure that their own prices are competitive. 2. Clear and honest information: Tesco’s customers like to know the prices that they are expected to pay. They also want to know about any extra costs. Having hidden charges is not a good customer service for Tesco. 3. Efficient ordering systems: good quality customer service means that Tesco customers want to receive products soon after ordering them. Example of this is Tesco using order tracking systems on their websites. This will tell customers when the products they have ordered will be despatched. 4. After-sales-services: this include products such refrigerators, televisions breaking down. After sales services include repairs and replacement of faulty products. Tesco’s customers expect such repairs to be carried out quickly and efficiently and faulty products to be replaced without delay. 5. Dealing quickly with inquiries: Tesco should always reply promptly to complaints about poor service or low quality products. Tesco’s customers expect to be given telephone numbers and addresses where they can contact customer service when necessary or direct them to the customer service desk. Good customer service means keeping customers happy. Tesco may offer competitive prices, have helpful and friendly staff and respond quickly to customer complaints. Offering good customer service also helps Tesco to be competitive. Terry Leahy the chief executive of Tesco said that good customer service helps Tesco to compete successfully with other supermarkets. An explanation using appropriate examples, of how the organisation uses customer service to meet customer needs. Including the strategic objectives of the organisation Tesco customer service involves identifying and meeting customers needs in the most effective way. Effective customer service is very important to Tesco and it will help Tesco to meet its aims and objectives. Tesco will use effective customer service to attract new customers and retain existing customers. Tesco aim to achieve continuous improvements in its customer service so that they can gain competitive advantage. Tesco’s customer service offers a wide range of services to its customers, this include providing information, giving advice, providing assistance, after sales services and service for disabled customers. Tesco provides different information to its customers. For example Tesco’s website contains information about Tesco’s history, Tesco careers, Tesco financial information, how to shop online and so on. Tesco offer a wide range of advices to new and existing customers for example Tesco staff can help customers to choose a product. Tesco can help its customers in different ways; example of this is helping disabled people with their shopping. Tesco’s after sales services include handling and dealing with customer’s complaint. Tesco aim to provide high level of service to its customers. Tesco is always willing to hear from customers that are not satisfy, this matters can be shared with staff members face to face, by letter or by telephone. This year Tesco is sponsoring the 2006 Tommy’s Angel Award. This award will be presented to individual that deserves special rocongition for helping someone through a difficult pregnancy or a parenting promblem of any kind. The winner will be presented with a prize at the star studded Tommy’s parent frendly awards ceremony held at an exclusive London venue. Tesco has been voted Tommy’s most parent friendly supermarket for the third year running. Tesco knows how important it is to make shopping with a child as easy as possible, that’s why Tesco work really hard to offer its customers with the following parent friendly services. 1. Toiletries: Tesco offer a range of toddler wipes and toiletries which enable toddlers to start learning to do every day tasks themselves. 2. Parent and child parking: which is dedicated parent and child parking spaces, where possible located near the store for easier and safer access. 3. Trolleys: Tesco provides trolleys that carry car seats so that baby can stay in its carrier whilst the parent shop. Tesco also supply trolley wips to ensure the trolley is clean and hygienic. 4. Instore cafà ¯Ã‚ ¿Ã‚ ½: many of Tesco larger stores have cafà ¯Ã‚ ¿Ã‚ ½Ã¢â‚¬â„¢s with healthier options available for children, these include sandwiches, fruit, jacket potatoes. Tesco also offer toddler cutlery, high chairs, bottle and food warming services. 5. Bag packing: Tesco provides customer assistants to help pack the parent’s shopping bags. 6. Queues: Tesco aim to open another till until all the checkouts are open is there’s more than one person in front of parents. 7. Umbrellas: Tesco provides umbrellas for customers to take out to their car if it’s raining. 8. Help: Tesco helps to take shoppings to the customer’s car if the customer can’t take it themselves. 9. Assisted shopping: Tesco helps customers with their shopping if they need a hand. 10. Baby clothing: Tesco offer an extensive range of exceptional quality, 100% cotton clothing which is machine washable and tumble dryable. 11. Baby changing rooms: many of Tesco’s larger stores have baby changing rooms and also provides free nappies. 12. Pharmacy: Tesco provides expert advise from its pharmacists, dispensing service, time saving repeat prescription service, full range of over the counter medicines, consulting rooms if customers need privacy. 13. Petrol at customer’s convenience: provides new pay at pump option, so customers don’t have to leave their baby alone in the car when they go to the till, offer competitive fuel prices in customer’s area, earn clubcard points on all petrol and automotive products. 14. Kids club: provide kids club for free for children between 5-8 years old, keep them entertained with fun and games in the clubzone magazine, plus exclusive offers, coupons and advice for busy parents. 15. Baby and Toddler club: Tesco baby and toddler club is a series of 10 segmented magazines which track baby’s lifestage, from pregnancy through to five years old. Tesco provide expert advice, top tips and money off coupons. If a customer was using a trolley and it broke down and would cause risk to the customer, depending on the physical status of the customer, he or she would want to be treated differently. If a customer had an illness or some sort of medical problem they would want to be treated in a way that they would be most comfortable. All Tesco customers would want their information to be kept private and safe so that when they buy products with debit or credit cards, their information will not be given out so Tesco have a database protection act where any customers information cannot be viewed by anyone that hasn’t got authority. Tesco have to provide staff who can meet targets of different customer service. If a customer is looking for Tesco manager they would expect to be referred to the person correctly including where and when the person can be found. Some of Tesco customers may not understand English and will find it hard to understand what the staff says so it is the responsibility of Tesco to provide different staff with different languages. Tesco can also provide signs and maps in different languages so that it will be easy for the customers to understand. If a staff does not speak the language that a customer understand, the customer should be refer to another staff that can speak the same language as the customer. Tesco have different customers with different needs. For example disabled people should be helped with their shopping, a blind person alone should be escorted around with a member of staff or Tesco can have sign that are brailed so that this will make it easy for blind customers. Customer service includes a variety of tasks but the crucial importance is for Tesco to keep its existing customers and gain new ones. All forms of customer service require communication between the provider of goods or services and the customer or potential customer. All Tesco member of staff dealing with customers must have specific skills and understand the importance of a number of aspects of the front line activity which includes: customer behaviour, modes of communication, interpersonal skills, telephone manner, technological skills and product knowledge. Customer behaviour: when dealing with customers, it is important to realise that different people react differently and that a customer’s response is frequently a direct result of the attitude and behaviour of the person they are dealing with. This includes not only appreciating the reasons for an individual customer’s behaviour on a particular occasion, but understanding the reactions of people in situations which are often quite stressful, as when seeking information that is difficult to obtain, asking for assistance or making a complaint. Modes of communication: many different modes of communication may be used in customer service which includes; written, verbal, non-verbal, face-to-face that is body language. Written communication: can be by letter, fax or e-mail. It should always be remembered that letters written to customers on behalf of Tesco are formal and all the rules of formal letter writing must apply. The customer’s name and address must be correct and the contents of the letter should be clearly laid out, brief and concise. If the letter is in response to a communication by the customer, care should be taken that it deals with matters raised by the customer. While faxes and e-mail need not be quite so formal in format, they must still be well written, give all the correct information and be properly laid out. Verbal communication: can be face to face or on the telephone. While politeness and courtesy are always important when talking to a customer, when the conversation actually takes place face to face, appearance and dress also become important. Non-verbal face-to-face communication: can convey more than is intended. Actions communicate our attitude to others and are certain to bring about certain responses. Communication via the internet: is used more and more frequently and the same rules of attention, patience and helpfulness should apply. Interpersonal skills: is the verbal and body language skills needed for good communication between people. Appearance: is important in all face-to-face situations, so Tesco lay down ground rules on how its employees should dress by giving them uniforms. One of the basic aims when talking to customers is to put them at ease. This will only happen if the number of staff willing to listen to them, does not interrupt and shows polite interest in what they are saying. The right attitude to the customer has the added advantage of making it more likely that he or she will not feel slighted or threatened, thus making it easier to deal with the matter in hand. Telephone manner: people use the telephone so often that many assume that anyone can talk effectively on the telephone. However in telephone conversations, it is important to learn the principles of pitch, projection, energy, volume, articulation. Pitch: nobody wants to listen to a screeching voice on the other end of the line. Projection: the voice should carry sufficiently to be easily heard. Energy: the speaker should ensure that he or she comes over as confident and fully in control. Volume: should not be so loud that it deafens the listener or so low that the listener has to strain to hear what is being said. Articulation: each word should be clearly pronounced, to avoid confusion and misunderstanding. These telephone skills have to be learned and wise employers provide training for employees, either inhouse or from their supervisors. Technological skills: staff working in customer services need to be trained in IT to be able to retrieve information, refer to records, handle customer accounts and personal files, set up and use customer databases and obtain feedback from internet/intranet websites. Product knowledge: staff in the front line of customer services must have a good knowledge of the goods or services provided by the business. Failure to do so will result in customers losing confidence in the produts offered. The above skills are equally important for all organisations, whatever their size, it is of course, easier for a large company to train its employees than it is for a small business. Customer charters: tesco have its own codes of practice which set out in detail the customer services that they aim to provide. On the basis of such codes of practice, Tesco create customer charters. These contain information about customer rights and the services offered. While customer rights are statutory, in other words laid down in various acts of parliament, it is the additional extras that are likely to interest customers and persuade people to buy from the company. Customer charters are only worth having if the promises they contain are kept. For example; Tesco promises to open another checkout if there is more than one person waiting at those that are open, this promise was adhered to all Tesco stores visited. Tesco promises to provide quality customer service at all times but fails to open enough checkouts at peak times thus increasing waiting time at the tills. A concise and accurate account of how the organisation had incorporated consumer protection into its customer service policy. Tesco is aware of the importance of good customer care. In order to ensure that Tesco know precisely what its responsibilities are towards its customers, legislation is necessary. All transactions between Tesco and the buyer are contracts with both sides having clearly defined responsibilities. The responsibility of the buyer is to pay for the goods purchased while the responsibility of Tesco is much more complex. Consumer protection looks after consumers in a number of ways. It prevents: > Tesco from charging very high prices or very high rates of interest > Dishonest practices, such as selling measures other than those stated on the label > The sale of unsafe products, such as children’s toys with sharp edges > Information about consumers being passed to other businesses without the consumers’ permission. Consumer protection legislation These are the main Acts of Parliament dealing with consumer protection: 1. Sale of Goods Act 1979: under this act products sold must be undamaged and in good working order. They should do what is expected of them and perform as described and be of satisfactory quality. If consumers discover that products do not meet these requirements they can reject them and ask for their money back providing they do so quickly, alternatively they can request for repair or replacement or claim compensation. The act covers fundamental requirements of purchasers which means that goods must be as described – this means that goods must conform to their description, be of satisfactory quality – in relation to the price paid, the description and the age of the item, must fit for the purpose for which they are intended – goods must carry out the purpose they are made for. Goods must be fit for any specific purpose, which the buyer has made clear to the seller at the time of the sale. If the goods are not of satisfactory quality the courts would take into consideration various factors such as whether goods were free from minor defects, satisfactory in appearance and finish, safe, durable and as described. Tesco customers are entitled to refund of unsatisfactory goods within a reasonable time after purchase. Tesco customers do not have to accept a credit note. 2. Supply of Goods Acts 1973: this acts deals with the responsibilities of the seller in relation to hire-purchase contracts. Anyone buying goods on hire purchase has the same protection under the law as a person who buys the goods outright. The supplier must ensure that he or she has legal title to the goods, the description of the goods is accurate and not misleading, the quality of the goods is of reasonable standard, if selling by sample, the sample is representative of the rest of the consignment. The buyer who enters into a hire purchase agreement is in a stronger position than one who pays for the goods outright. When buying on hire purchase, it is still possible to reject the goods after accepting them, whereas in transactions in which the full price has been paid, once the goods are accepted they cannot be rejected. 3. Data Protection Act 1984: this act protects the confidentiality of information stored in computers. As more and more organisations now hold personal information in their databases, it has become necessary for the government to regulate the ways in which such information should be stored and used. The act requires anyone an individual or an organisation holding personal data on computer to register with the Data Protection Registrar. It also requires that data must be acquired legally, data must only be used for the purpose for which it is held, data must not be disclosed to others unless this is necessary for the purpose for which it is held, data must be accurate and up to date, people whose data is held must be allowed access to any information about them, any incorrect information must be corrected, every data holder must make proper security arrangements to ensure that no unauthorised person gains access to the data. This means that computer users must not give unauthorised pr intouts of data to anyone and must ensure print outs are not left lying about. Passwords and Ids should be kept confidential and not disclosed to anyone. 4. Supply of Goods and Services Act 1982: this act requires traders to provide services to a proper standard of workmanship. If a definite completion date or price has not been fixed then the work must be completed within a reasonable time and for a reasonable price and any material used or goods supplied in providing the service must be of satisfactory quality. The law treats failure to meet these obligations, as breach of contract and consumers would be entitled to seek redress if necessary through civil courts. The act protects buyers against shoddy workmanship, delays and exorbitant charges. The act states that all services should be carried out for a reasonable charge, within a reasonable time, with reasonable care and skill and using satisfactory materials. 5. Sale and Supply of Goods Act 1994: this act is important for its substitution of the term satisfactory quality for the previously used phrases merchantable quality and fit for purpose. Goods purchased from trader whether new or second hand must be of satisfactory quality. This means that it should be safe, durable and have acceptable appearance taking into account its price, nature any description that apply to it and any other relevant circumstances. A thorough explanation of the techniques used by Tesco to monitor and improve customer service. Customer service is important to Tesco. I have already looked in details at the laws that must be obeyed by Tesco and at the legal rights of customers. All the rules and regulations are the theory but what Tesco actually do to look after their customers is the practice. Am going to examine the ways in which Tesco establish, monitor and constantly try to improve customer service. A huge organisation like Tesco can provide a wide range of customer services and has at its disposal the financial and technological means to try and establish its edge over others. Tesco now recognise the importance of customer service. Tesco is so large that it could not operate without communication systems in place. There must be means of contact between separate departments and between the employees in each department. It is vital that customers are able to reach the correct department and then the person with whom they need to deal. There is always danger that decisions have to be referred through several channels, making for delays and failure of one part of the system can easily lead to customer dissatisfaction in Tesco. The personal touch approach is difficult if not impossible to achieve. Tesco like many other organisations now ensures that its telephone operators, the first link with customers identify themselves by name when answering the phone. This has the two-fold aim of creating a more informal atmosphere during any conversation and giving the caller a name, which he or she can then refer to or ask for again. Tesco have its own codes of practice to provide a benchmark against which the efficiency of their customer care can be monitored, measured and make any necessary improvements. Code of practice is not legally binding but Tesco usually guarantees that the contents of the code will always be adhered to. If a customer can show that the theory of the code of practice is not being translated into practice, he or she has very strong grounds for complaint. Tesco also have specific customer service policy, which includes detailed information on how staff must treat customers in a variety of situations. The nature of Tesco’s business dictates how the general principles of customer care should be implemented. The customer policy is a follow up of Tesco’s mission statement. Suggestions of how Tesco might improve its customer service. In order for Tesco to assess its existing standard of customer service and be able to introduce improvements, Tesco needs to know what its customers need and want and how these needs and wants can be satisfied. Tesco can use different techniques these are: customer questionnaires, interviews, user panel discussions, management information analysis, internet websites, telephone surveys, suggestion schemes and mystery shoppers. Customer questionnaires can be very useful in providing information on customer expectations, reasons for choice of provider, and negative as well as positive views about Tesco. Tesco can organise such surveys itself or use a market research firm to carry out the research. Interviews especially personal interviews with customers can often provide an insight that may be lacking in a questionnaire response. Tesco can ask its frontline staff for their views on services provided and their experience of customer reactions. User panel discussions also provide valuable information but are quite difficult to set up and are also expensive. If a user panel is successfully selected to include a representative cross-section of customers, the results can give the business organisation a good indication of what the customers want and need. Management information analysis is now much easier to carry out, as the information from every area of Tesco’s activities is usually stored on computer. Computerised information is only as good as the input, however to be effective, management information analysis must be based on correct input and reliable methods of analysis must be applied. Internet website are now in general use and valuable feedback can be obtained from websites. Tesco can use Internet to monitor its customer’s service and receive feedback from customers through Tesco’s website. Telephone surveys can be carried out in one of two ways. 1. calls can be made using an existing customer database, to tell customers about new additional services and or invite their opinions on services already provided. 2. the second method invites customers to phone in themselves and provides a free phone number on which to call. Tesco, inviting customers to suggest ways in which services could be improved, runs suggestion schemes. This might be a question of opening hours, store layout or information provided or specific facilities such as access for the disabled or mother and baby rooms. This sort of customer feedback can be very useful for Tesco. Tesco employs mystery shoppers. These shoppers visit the stores to ascertain the standard of customer care. Their activities might include playing the part of a difficult customer or lodging a complicated complaint. All these are only valuable if the findings obtained are analysed and practical conclusions drawn which can then be incorporated in Tesco’s customer policy. Tesco holds regular meetings with customer panels to discover what its shoppers do and don’t like. To improve customer service training is vital. The type, duration and frequency of training must be decided once the needs are identified. In customer service as in other areas of Tesco, it is relatively easy to pinpoint shortcomings and to resolve and overcome them. It is much more difficult to implement the changes. It should be remembered that the process of improving customer services is an ongoing one and therefore constant monitoring is necessary. If found that a particular technique does not bring the expected result, it often becomes necessary to revise and perhaps change the methods used. An independent approach to assembling and analysing information about Tesco. The most recent approach to customer service is to stress the role played by all employees in enusring that customers are satisfied. Every member of staff is expected to provide customer service to an equally high standard. Staff are all trained in customer service and given the opportunity to gain qualifications in this aspect of the job. In Tesco, a high standard of customer service is a way of gaining a competitive advantage. Tesco has acknowledged that one way that it competes with other supermarkets is by offering higher standards of customer service. High quality customer service offers Tesco a number of advantages which includes; immediate benefits and longer term benefits. The immediate benefits are: Tesco will win new customers, gives customers information about Tesco’s products, helps Tesco to keep market share while the longer term benefits are: improves corporate image of Tesco, may win a business increased market share, Tesco keeps existing customers and Tesco enj oys rising sales and profits. Below is a sample of role play that Tesco can use to approach customer service. Customer service assistant: hello, how can I help you? Customer: hello, sorry for disturbing you. I bought this play station 2 game five weeks ago, when I got home I then realise that the disc it’s not working but because I travelled I’ve not been able to return it on time so I’ll like to change it for a new one or a refund please. Customer service assistant: am sorry to hear that but unfortunately our policy is that customers only have 28 days to return purchase and you have missed the 28 days policy. Customer: the only reason I didn’t return it on time is because I travelled and I still have my receipt with me so it’ll not be fair if you don’t change it for me. Customer service assistant: am very sorry sir but I’ve to follow the company’s policy. Customer: so what do you expect me to do with a disc that’s empty, it doesn’t even show anything on it and you are telling me that because of your policy I should have missed my holiday. Customer service assistant: I didn’t say you should have missed your holiday but you should have return the disc on time in order for you to get it exchange or refund. Customer: so what’s going to happen because you can’t expect me to pay for nothing. Customer service assistant: there’s only one thing I can do to help you and that is to talk to my manager. Customer: oh please do that as long as I get the disc exchange or a refund. Customer service assistant: ok my manager just told me that I can exchange it for you this time but I can’t refund your money. Customer: that’s alright, no problem. Customer service assistant: this is your new play station 2 game and I hope this one will work. Customer: I hope so too. Thank you very much. Bye Customer service assistant: bye From this role play, Tesco will be able to know how employees deal with difficult situations with customers, type of train they need, if they need improvement and how the improvement will be done. A logical analysis of the effectiveness of customer service in the organisation using examples of good pratice. The main objective of customer service is customer satisfaction. Tesco can measure customer satisfaction by using questionnaires completed by customers. A satisfied customer does not mean someone who has no complaint but someone who is genuinely happy with the service, product and the whole experience of dealing with Tesco. There is then a feel good relationship established with the customer. It is then up to Tesco to develop the relationship into profit by using the techniques of customer relationship management. The overall effectiveness of Tesco customer services are; the staff contribution, the premises, the quality of products. > Staff contribution: the contribution made to customer service by staff can make or break Tesco. Some of these aspects may seem obvious, but it is when they are not present that the problems start, this can include: * General appearance: staffs’ tidiness and personal cleanliness and hygiene are important, a staff wearing uniform can help to give a good impression but a strong dose of garlic or unwashed socks can do a lot of harm to customer relations. * Mood and expression: a smile can make such a difference * Attitude: helpfulness can give a customer confidence. * Product knowledge: staff ignorance and uncertainty put the customer off, if a staff member does not know the answer to a question, he/she should be able to find someone who does. Teamwork is an essential element of the effective functioning of any workforce. It relates to all funtions of Tesco not just customer service. Teamwork is currently a popular method of management. It encourages a democratic approach. Through this, individual team members learn to take responsibility for what is going on and are motivated by success. Tesco encourage this approach to customer service by grouping its sales staff into customer service teams and holding team meetings to discuss customer problems, complaints procedures, shoplifting and new product campaigns. Customers can soon sense when teamwork is breaking down for example when staff members do not take responsibility for errors or problems and blame others. Effective staff training is another essential element in providing a high level of customer service. > The premises: the layout and organisation of premises of Tesco are important factors in welcoming customers and putting them at ease. Issues to consider when assessing the premises of Tesco include: * Is the layout and the product areas well signed * Is it tidy or are there boxes lying around, blocking customer access * Are the aisles wide enough * Are special offers prominently placed at the end of the display stands * Are the display stands well stocked * If the customer needs a trolley, are they readily available and is the car park easily accessible. > The quality of product: the quality of product is of prime importance. An easily overlooked feature of customer service is the product itself. Returning to shop again in Tesco or providing value for money is the product of high quality. It all depends on what the customer expects. Tesco pride itself on high levels of quality. The objective of Tesco is to provide value for money. An appraisal of the techniques used in Tesco for monitoring and improving customer service with built in quality measures An Appraisal of the techniques used in Tesco for monitoring and improving Customer Service with in-built quality measures. Tesco is a huge organisation and they know that the secret to being successful and reliable is to provide good Customer Service. Tesco monitor the customer service progression through Benchmarking, training and development, ISO 9000, quality circle, total quality management and quality assurance. Benchmarking is a used by many organisations and is helped to show the performance of Customer service with other supermarket outlets. If Tesco is to improve it must be able to set standards and monitor its progress. The motivation for continuous improvement by Tesco and its workforce must often be the recognition that they are not the best. If Tesco’s competitors are doing better so can Tesco. Benchmarking involves number of stages: 1. To decide what in Tesco needs benchmarking e.g. production time, delivery time or after sales 2. To choose another business for standards of excellence to benchmark against 3. Gathering information about the standards of excellence 4. Setting standards and making sure everyone in Tesco knows about them Benchmarking is a very simple concept and gives Tesco a target to aim at. Almost anything can be benchmarked such as: * Personnel, which are the number of, staff Tesco used to sell product, their qualifications, the amount and type of training, number of supervisors. * Use of IT which include type and quality of the sales database and type of equipment Products Tesco offered which include added value, features it have as standard, options available, and competitors’ products. Training and development is a crucial part of the implementation of any quality programme. The type and requirements of the training will depend on: 1. Current performance/success of Tesco 2. Current and planned quality system 3. Level of management 4. Tesco organisation structure All techniques designed to improve quality standards depend entirely on Tesco workers. If Tesco is to be truly quality focused it depends on everybody being involved. When the whole workforce is to be involved and effective then everybody needs to be properly trained. ISO 9000 (International Organisation for Standardisation) covers supply of goods, quality control, training, internal documentation, after sales service, procedures for dealing with faults and management of the system. All these ensure that finished product will be of a standard that will meet customer requirement. The certification process is very demanding. The benefits of IS0 9000 for Tesco include marketing necessity, saving in costs, fewer complaints, fewer problems and reduction of waste in internal processes. For Tesco to get the certificate they must document all its procedures and carry them out precisely as they are specified. There are three sections covering every aspect of Tesco operations, including product design and development, purchasing, manufacture, installation, inspection and testing, maintenance, storage, marketing, sales and distribution, packaging and waste disposal. Tesco needs to write: 1. Quality policy 2. Quality manual 3. Procedures and work instructions 4. Set up system to record and deal with all quality failures and customer complaints, including putting in place measures to stop them occurring again. 5. Name a quality manager who will have responsibility for managing the quality system and carrying out internal quality audits. Tesco would benefit from ISO 9000 accreditation particularly if they have ambitions to become suppliers to national or international companies. Quality circle is a way Tesco workers meet to examine workplace issues as quality, productivity and wastage. For Tesco team working to be successful, it relies on competent responsible workforces who want to improve quality. Their ideas for improvement can be discussed at regular meetings. The workers meet voluntarily at frequent and regular intervals to discuss problems encountered in their work with a view to discovering solutions. Problems they studied may relate to safety, productivity, cost reduction, improving the working environment as well as quality. For quality circles to be effective Tesco needs a well-educated and trained workforce capable of receiving, analysing and solving problems. The most effective quality circles have these features: * The group consists of between 5 and 10 people and all members have special training in quality control techniques, decision-making and problem solving. * Membership is voluntary and people can choose their own issues/problems to examine * The members are all involved in the same kind of work, which increases the range of experience and knowledge * The group has access to management and can make suggestions and recommendations. Quality circles are most appropriate in Tesco because there is participative, consultative management style, workers views are recognised as a valuable asset. Quality circles require trust from both Tesco management and workers. Tesco staffs need to be empowered or given responsibility to make decisions and create solutions, this comes with adequate training. Total quality management is a way Tesco manage to improve effectiveness, flexibility and competitiveness of business as a whole. Tesco effectiveness of total quality management depends on total team working. Tesco essentials of total quality management approach is that workers on production processes have personal responsibility for passing on to following operations only products of perfect quality. Total quality management and team working can result in high levels of motivation and involvement, leading to better quality standards, lower levels of waste and generally higher productivity. The basic principles of Total Quality Management Tesco have to put in mind are: 1. Put the customer first by * Making sure all customers, both internal and external are properly looked after and have their problems solved * Having systems in place to provide effective customer care and service * Anticipating and fulfilling their needs * Exceeding their expectations, by using market research to find out what they want * Being responsive and listening to their views so that complaints are welcomed and seen as an opportunity for positive change and improvement * Making sure all service standards are met. 2. Make continuous improvements by * Reducing costs * Reducing waste * Better ordering procedures * Better delivery systems. Quality assurance make sure that quality standard is maintained throughout all areas of Tesco. It is concern with preventing faults from happening in the first place by aiming at producing at producing zero defects. Quality assurance is by contrast, an organisation wide approach that places responsibilities for quality on the whole workforce particularly the front line operators who actually make the product. Tesco quality assurance for foods is seen as a priority for their customers. An evaluation of the provision of customer service in my chosen organisation and how the customer service is monitored Good customer service is vital for any business to success. Customer service is a set of behaviour which Tesco undertake during its interaction with customers. A good customer service is improtant for Tesco because it will allow Tesco to increase sales and market share. Providing good customer service will enable customers to shop again at Tesco because the customers will feel respected and value. Tesco’s policy is to offer value for money, good customer service, pleasant shopping experience and good qualities. Customer service includes different tasks but it is important for Tesco to keep its existing customers and gain new customers. Good customer service within Tesco require communication between provider of goods and customers. Tesco aim to provide all its customers with the best quality and good value for money when shopping. Having a store at every corner, Tesco provides all its shoppers with the benefit of very high quality products all at low prices. Tesco have a market share of 30.5% which is currently the highest supermarket market share in the UK so I’ll say Tesco has meet its aims and objectives by improving customer service and providing cheap products at good quality. Tesco customers believe that Tesco have a wide range of products. Realistic and thorough recommendations on how my chosen organisation could improve its quality systems to help meet customer quality expectations, with an explanation of the changes the recommendation would bring about. The story of Tesco began in 1919 when Jack Cohen sold groceries from a stall in the East End of London. Tesco name came into use in 1920’s when Jack and his partner took TES from TE Stockwell and CO from Cohen to coin what is now a household name. Having close to 600 stores, Tesco is now the largest food retailer in the UnitedKingdom holding an estimated 15% share of the total market. Tesco’s success is based on the principles of innovation, high standards of customer service and a firm policy of listening to its customers and acting on what customers say. I have designed a questionnaire to evaluate if Tesco has improved its products and customer services. Please tick the relevant box. 1. What gender are you? Male Female 2. Where do you normally do your shopping? Tesco Sainsbury Asda Other 3. How would you range the customer services of other supermarket? Good Bad 4. Do they offer wider range of products? Yes No Don’t know 5. Do you like shopping at Tesco? Yes No 6. How would you range the attitude of staff at Tesco? Poor Good Excellent 7. Do you think the staff have enough knowledge of products? Yes No Don’t know 8. Do you think the staff are friendly enough? Yes No 9. Do you think Tesco offer good products quality? Yes No 10. Is Tesco layout good enough? Yes No 11. Would you recommend Tesco to any one? Yes No Below are the results of the questionnaires I handed out to customers. This is the result of where different people shop.The chart shows that 12 out of 30 people shop at Tesco, 5 out 30 shop at Sainsbury, 7 out of 30 shop at Asda and 6 out of 30 shop at other supermarket. The chart below shows that 3 out of 30 people think that Tesco’s staff attitude are poor, 27 think the staff attitude is good while 10 think that staff attitude are excellent. Which means that Tesco staff have a good attitude to customers. In order for Tesco to keep to this, Tesco need to continuely motivates its staff to work efficiently. The chart below indicates that Tesco’s customers have good product knowledge. The chart below shows that customers are happy with Tesco’s product quality. Majority of Tesco’s customers believe that Tesco’s layout is good enough Majority of Tesco’s customer will recommend customer to other people. After conducting my research about Tesco I’ve now decided to write a report to the board of directors outlining the research I have done into customer service strategies employed by Tesco and making suggestions for improving the customer service. To the Board of Directors of Tesco. I have been conducting research about your company’s customer service and I found out that you are currently the top leading growth supermarket in the UK which indicate that your customer service is properly the best in the UK supermarket. Above the page are the results of questionnaires that I handed out to get your customers opinion about your company and I was impressed to know that most of your customers like the way your staffs treat them and also have enough knowledge of products. If you continue to keep to this, then I believe you will continue to meet your aims and objectives and also continue to increase your market share. I’ll recommend that you keep to providing goods and services at high standard always, ensure accurate procedures for dealing with enquiries and always give information that is accurate and precise, ensure your company only promise what can be delivered. I believe that if you keep to this, you will not loose customers. From my own point of view if you continue to provide good quality of products to your customers, you will make more profit because customers are always willing to buy good quality at a value price. I also believe that your managers should continue to encourage staff to provide good customer service. Having bad relationship with managers can cause poor customer service. Managers should always make sure they have very good relationship with all employees in order to improve customer services. Good customer service is essential in order to meet customers’ needs and make profit.

Evaluating My Life In Light Of Eriksons Psychosocial Stages essays

Evaluating My Life In Light Of Eriksons Psychosocial Stages essays Evaluating My Life In Light Of Eriksons Psychosocial Stages I think, over the period involving the first 12 to 18 months of my life, I was able to resolve the first of Eriksons psychosocial stages adequately. My mother, during this time, supplied me with appropriate provisions of food, warmth, and the comfort of physical closeness. This allowed me to understand and accept that objects and people exist even when I could not see them. This was a major stepping stone where the foundation for trust became important. In the next period of my life, from about 18 months to 3 years of age, I was able to resolve the second of Eriksons psychosocial stages adequately. It was around this time that I began to assume important responsibilities for my own self-care like feed myself, using the toilet on my own, and dressing myself. It was during this time also that I began learning many physical skills, including walking and grasping. I learned that I could control my own body and its functions. And that I could make things happen. Eriksons third stage of psychosocial development came between the ages of 3 to 6 years of age. I was continuing to become more assertive and to take more initiative. My mother and my teachers at school encouraged this. I am pretty sure that I was allowed, at least on he weekends (Ha Ha), to choose what I wanted to wear and was allowed to wear whatever I had chosen. In the fourth stage of Eriksons psychosocial development, between 6 and 12 years of age, I was learning to see the relationship between perseverance and the pleasure of a job well done. I was physically and mentally ready to be productive and to do work on my own. I also had many friends at this time and understood what friendship was. I believe that having good friends and peers helped me to be productive and succeed in both school and after school activities. In Eriksons identity vs. role confusion"...

Automated Waste Disposal, Inc. Essays

Automated Waste Disposal, Inc. Essays Automated Waste Disposal, Inc. Paper Automated Waste Disposal, Inc. Paper Pimentos use of the GAPS-based System can help know the time workers spent in the yard before and after completing their routes and the time and location of stop that they made. Therefore, reduce overtime is from rushers a week to 70 per week. ; manage worker performance Pimentos use of the GAPS-based System can set digital boundaries around entertainment place during work hours. ; Monitor driving style, protect company asset and deliver customer service effectively. Pimentos use of the GAPS-based System can manage workers driving situation o prevent drivers over speed and respond customer complain rapidly. Negative ; Reduce private of individual Workers think manager is watching them and affect their human right and greater feelings of isolation among manager and employee. 2. What advice do you have for evaluating performance about the use of the system for supervising evaluating, and compensating his drivers and salespeople? First, advice the system for supervising that as long as the workers is producing value, manager do not need formal supervision. In this case, managers should have limited to monitor workers performance and respect errors human right. But, if workers reduce their productivities, operational costs and company asset, managers have to supervise them. Second, advice the system for evaluating, according to deliverables are produces and targets achieved, the employee is meeting performance expectation adequately. In this case, managers should evaluate drivers and salesmans performance that depend on they if achieve their goals. Finally, I advice the system for compensating that spelled out contractually. In the case, manager has to set formal rules to compensate and reward drivers and electroplate. As more and more companies turn to IS to help them monitor their employee, what do you anticipate the impact will be on the employee privacy? Can anything be done to ensure employee privacy? I anticipate the impact will be unneeded job stress, phone conversations and numbers dialed, locations, movements and activities, Computer keystrokes and files, and Internet, Web and email usage. On the other hand, ensure employee privacy with clear guidance on appropriate mechanisms for such monitoring and surveillance to protect unneeded monitor.

Video Club Database Project Essay Example

Video Club Database Project Essay Example Video Club Database Project Essay Video Club Database Project Essay Oceanic Video Club is a private business, run by its owner Mr. Michael Coleman. Oceanic is a video club which is in the selling of films. The owner Mr. Michael has built up a large customer base and this is increasing year by year. The business is going well as the amount of clients is increasing. As Mr. Michael hold a list of customers on a paper-based filling system, so Mr. Michael does not worry about the client as they are being informed automatically. Consequently, he has decided to make an investment on a comprehensive customer information system so that he can hold details on his customers, who have been purchasing films in the last few years and now. Also to take their opinions about the video club so that he can offer his customers a better service.. An interview with Mr. Michael was arranged. These included: The objectives of the business. The precise objectives of the new system. The method currently used to record data. The information that needs to be kept on each customer. Any hardware or software constraints. The required output. The volume of data to be processed. The problems with the new and manual system. 1. How many employees do you have? 2. Do you sell on credit or cash? 3. Do you have any problems with debtors? 4. What are the expenses which you make each year? 5. What types of music do you sell? 6. Do you own or rent this place? 7. What problems do you get with the manual system? 8. How much money are you ready to invest in the computerization? An interview with Mr. Michael was arranged and a lists of topics for discussion drawn up prior to the interview. These included: Self: How many copies do you have in your stock? Mr. Michael: I have about 1500 copies. Self: Do you sell on credit or cash? Mr. Michael: I work with both systems. Self: Do you have any problems with debtors? Mr. Michael: Yes as it is usually the case everywhere. Self: What are the expenses which you make each year? Mr. Michael: When films are damaged I incurred a loss. Self: What types of films do you sells? Mr. Michael: I sell all types of films. Self: Do you own or rent this place? Mr. I own this place. Self: What problems do you get with the manual system? Mr. Michael It is time consuming to fill records on paper and sometimes important documents are loss. Self: How much are you ready to invest in the computerization? Mr. Michael would invest about Rs30 000 in the new system. Summary of the interview A lots of problems with the new system has been revealed during the interviews, and the new objectives recommended was done but it was time consuming to take data from the old paper-based system and put it in the new system as their was more than 300 regular customer in the old system and with 50 new customers being added every year. Problems to current system 1. Loss of records. Solution A. Use of a cupboard. Advantage All the records will be arranged in the cupboard drawers. Disadvantage It takes a lot of place Solution B. Used of a computerised database. Advantage Access to the information is rapid and there is less likelihood of the data becoming lost. Disadvantage Training is needed to use the system and this takes time and cost a lot of money. 2. Contacting customers about new items. Solution A. By sending letter to customers. The objectives may be stated in both quantitative and qualitative terms. 1. It should take less than 30 seconds to establish whether a customer is already on file and to fill in new films records. 2. It should be possible to go directly to the main menu screen to the entry of a transaction, without having to re-enter the customers name, etc 3. Data entry should be as fast and easy as possible, particularly as there are several hundred existing customers and music to be entered when the system is first installed. 4. It should take less than one minute to trace music for a customer. 5. The new system is required to provide the following information; a) A list of all available music. b) A list of all customers. 6. The main menu should be displayed automatically when the database is loaded, and the whole system should be menu-driven. The following is the data flow of the proposed system. The system to be developed is a customer information system, and is intended to enhance rather than replace the current system of recording music and customers records. If this proves successful, it will be possible at a future date to replace the current methods of recording records so that the details are typed directly into the computer and the required copies printed out. This could then be extended to link into a computerized accounts system. Software The customer has requested that the system be developed using Ms Access, so useless a good reason transpired for using an alternative program or package Ms Access will be the first choice of software. Hardware In order to run Ms Access and be able to perform a mail merge using word, a PC 486 or Pentium with a minimum of 8 MB, and preferably 16 MB, will be required. A fast processor such as a P4 will be needed if the system is not going to appear slow in switching between screens. Mr. Ah-Young is familiar with word and has a good keyboard skill, so should have no problem entering data and learning how to use the system. He would like to improve his knowledge of basic so that he can in the future perform new queries and reports as the need arises. A database package will be ideal for implementing the system for Power Music Shop, and as Mr. Ah-Young has requested that it should be done in Ms Access. This is the package that must be used. It would probably be possible to implement the system using Ms Access or another programming language but it would take longer time and would involve the owner having to buy more software which is not really necessary, as Ms Access has all the capabilities required. I already have some experience of Ms Access and it is available both at home and at college for development. Using this package it will be possible to * Set up the necessary tables and relationships. * Produced customized input screens, using Ms Access to automate data entry wherever possible and to perform various validations. * Use Ms Access modules to enable fast searches for a particular Customer and past stay. * Design reports as needed. The database contains two entities, which are CUSTOMER and MUSIC. Tables will be created for each of the entities. Tables will be created for each of these entities. The tables will contain the following data. Attribute Name Data type and length Validation Film code Text (4) Unique primary key Title Text (50) Actor Text (50) Actress Text (50) Type Text (20) Number of copies Numeric (2) Duration Text (6) Attribute Name Data type and length Validation Code Text (4) Unique primary key Name Text (20) Other Names Text (20) Date Of Birth Text (8) Sex Text (6) Address Text (50) Tel number Text (7) ID Card Number Text (16) Two data entry form are needed. This form will be used for several purposes so it needs facilities to * Check to see whether a Customer is already on the database. * Add a new Customer. * Look though all the existing records for the current Customer and bring up more details if necessary. The Customer details form will be as shown on the next page. This form will be used for several purposes so it needs facilities to * Check to see whether music is already on the database. * Add a new music * Look though all the existing records for the current music and bring up more details if necessary. The music details form will be as shown on the next page. Customer File FILM File The format of all the reports will be similar. The layout of the Customer report is shown below. The menu structure is as follows: A password will be attached to the database so that it is only accessible to someone who knows the password. Different access levels are not needed as Mr. Pascal is the only person who will be using the database. 9. Test Strategy The test strategy will include five different types of testing as described below: LOGICAL TESTING This will be used to test every aspect of each form, report and query as soon as it is implemented, using valid, invalid and extreme data. Test data will be added to test each code module and results compared with expected results. Sufficient data will be added to ensure that there is at least one customer in each category. The test data that will be added initially is shown in Appendix. Subsequent test will often involve adding new data, which will then be deleted when the test works satisfactorily. FUNCTIONAL TESTING Each menu item will be tested in turn to ensure that no function has been missed out. SYSTEM TESTING When the system is complete, the whole range of tests will be carried out again to ensure that no errors have been introduced. RECOVERY TESTING The computer will be re-booted while the database is open to ensure that data is not lost or corrupted in the event of a power of a power failure. ACCEPTANCE TESTING The user will then be involved and asked to test all the capabilities of the program to ensure that all request functions are presented and working in the manner expected. This testing may result in further refinements. SECTION 3 TESTING TEST PLAN Module: Password Menu TEST NO. TEST EXPECTED RESULT REMARKS 1 Insert correct password and click on Login Main Menu should appear on the screen. OK 2 Insert incorrect password and click on Login A message saying wrong password should appear on the screen. OK Module: Main Menu TEST NO. TEST EXPECTED RESULT REMARKS 1 Click on Customer File command button. Item File must appear on the screen. OK 2 Click on Film File command button. Customer File must appear on the screen. OK Module: Film File TEST NO. TEST EXPECTED RESULT REMARKS 1 Click on Add command button. Must be able to add a record. OK 2 Click on Save command button Must be able to save a record. OK 3 Click on Delete command button. Must be able to delete a record. OK 4 Click on Back to Main Menu command button. Main Menu must appear on the screen. OK Module: Customer File TEST NO. TEST EXPECTED RESULT REMARKS 1 Click on Add command button. Must be able to add a record. OK 2 Click on Save command button Must be able to save a record. OK 3 Click on Delete command button. Must be able to delete a record. OK 4 Click on Back to Main Menu command button. Main Menu must appear on the screen. OK SECTION 4 SYSTEM MAINTENANCE 1. SYSTEM OVERVIEW This Customer information system is designed to keep records of Customer profiles and their past purchases. It is designed to run alongside the current manual system of recording purchases, rather than replacing it. The computer will be in the reception and the owner can use it to check whether a customer who comes in is already on the database, or to check on past purchases. New data will be added to the database at a convenient time, possibly at the end of the week. The procedure that the user will fellow is described in the design section. 2. TABLES AND RELATIONSHIPS Tables and relationships were set up as specified in the design section. 3. FORMS The menu structure was set up as specified in the design section. Forms were used as follows: Main Menu This is specified as the start-up form and loads automatically when database is opened. All buttons either opening other form or reports, or quitting the database, were placed using wizards. Report Menu All buttons placed using wizards. Maximise macro runs on opening form. Input Forms The Customer details form has a combo box displaying Customer codes so that the user can look up the record for any Customer. The record source for this box is the database. 4. REPORTS These are as described in the user manual. All reports were created using wizards and then tailored to produce a more appropriate layout. SECTION 5 USER DOCUMENTATION Initial set up Password Menu The Password menu is automatically started when the database is loaded. The password is case sensitive but it will only accept OCEANIC. Main Menu The Main Menu will automatically appear when you enter the password. Film File Add a new record In order to add a new record, click on Add new and after adding all the information, click on Save Record. Viewing a record To view a record, find it using the Find record list box. Deleting a record To delete a record, first find it using the Find record list box, change the information and click on Delete record. View a report In order to view a report, click on Film Report. Customer File Add a new record In order to add a new record, click on Add new and after adding all the information, click on Save Record. Viewing a record To view a record, find it using the Find record list box. Deleting a record To delete a record, first find it using the Find record list box, change the information and click on Delete record. View a report In order to view a report, click on Customer Report. SECTION 6 APPRAISAL The system has been completed and installed on the users PC. It was completed in the manner originally designed and agreed with the user, and is straightforward to use. Referring to the original objectives listed in the Analysis section: 1. It should take less than 30 seconds to establish whether a film or a customer is already in the database. 2. It should be possible to go directly from the film files screen to the entry of a new film. 3. Data entry is as fast and easy as possible. 4. The new system provides the following information. a) List of all films. b) List of all customers. 5. The main menu should be displayed automatically when the program is loaded and the whole system should be menu driven 6. Mr. Pascal had some problems initially with data entry, confusing Items and customers, as this aspect works a little differently from the manual system. However he has now entered data for over 100 items and has no problems to report. 7. All reports are implemented as specified. 8. The menus work as planned. SECTION 7 APPENDIX Password Menu Private Sub Login_Click() On Error GoTo Err_Login_Click Dim stDocName As String Dim stLinkCriteria As String Text1.SetFocus If Text1.Text = OCEANIC Then stDocName = Mainmenu DoCmd.OpenForm stDocName, , , stLinkCriteria Else MsgBox (Wrong Password) End If Exit_Login_Click: Exit Sub Err_Login_Click: MsgBox Err.Description Resume Exit_Login_Click End Sub Private Sub Exit_Click() On Error GoTo Err_Exit_Click DoCmd.Close Exit_Exit_Click: Exit Sub Err_Exit_Click: MsgBox Err.Description Resume Exit_Exit_Click End Sub Main Menu Private Sub Exit_Click() On Error GoTo Err_Exit_Click DoCmd.Close Exit_Exit_Click: Exit Sub Err_Exit_Click: MsgBox Err.Description Resume Exit_Exit_Click End Sub FilmFile Private Sub Add_Record_Click() On Error GoTo Err_Add_Record_Click DoCmd.GoToRecord , , acNewRec Exit_Add_Record_Click: Exit Sub Err_Add_Record_Click: MsgBox Err.Description Resume Exit_Add_Record_Click End Sub Private Sub Delete_Record_Click() On Error GoTo Err_Delete_Record_Click DoCmd.DoMenuItem acFormBar, acEditMenu, 8, , acMenuVer70 DoCmd.DoMenuItem acFormBar, acEditMenu, 6, , acMenuVer70 Exit_Delete_Record_Click: Exit Sub Err_Delete_Record_Click: MsgBox Err.Description Resume Exit_Delete_Record_Click End Sub Private Sub Save_Record_Click() On Error GoTo Err_Save_Record_Click DoCmd.DoMenuItem acFormBar, acRecordsMenu, acSaveRecord, , acMenuVer70 Exit_Save_Record_Click: Exit Sub Err_Save_Record_Click: MsgBox Err.Description Resume Exit_Save_Record_Click End Sub Private Sub Film_Report_Click() On Error GoTo Err_Film_Report_Click Dim stDocName As String stDocName = Film Report DoCmd.OpenReport stDocName, acPreview Exit_Film_Report_Click: Exit Sub Err_Film_Report_Click: MsgBox Err.Description Resume Exit_Film_Report_Click End Sub Private Sub Back_Click() On Error GoTo Err_Back_Click Dim stDocName As String Dim stLinkCriteria As String stDocName = Main Menu DoCmd.OpenForm stDocName, , , stLinkCriteria Exit_Back_Click: Exit Sub Err_Back_Click: MsgBox Err.Description Resume Exit_Back_Click End Sub Customer File Private Sub Add_Record_Click() On Error GoTo Err_Add_Record_Click DoCmd.GoToRecord , , acNewRec Exit_Add_Record_Click: Exit Sub Err_Add_Record_Click: MsgBox Err.Description Resume Exit_Add_Record_Click End Sub Private Sub Delete_Record_Click() On Error GoTo Err_Delete_Record_Click DoCmd.DoMenuItem acFormBar, acEditMenu, 8, , acMenuVer70 DoCmd.DoMenuItem acFormBar, acEditMenu, 6, , acMenuVer70 Exit_Delete_Record_Click: Exit Sub Err_Delete_Record_Click: MsgBox Err.Description Resume Exit_Delete_Record_Click End Sub Private Sub Save_Record_Click() On Error GoTo Err_Save_Record_Click DoCmd.DoMenuItem acFormBar, acRecordsMenu, acSaveRecord, , acMenuVer70 Exit_Save_Record_Click: Exit Sub Err_Save_Record_Click: MsgBox Err.Description Resume Exit_Save_Record_Click End Sub Private Sub Customer_Report_Click() On Error GoTo Err_Customer_Report_Click Dim stDocName As String stDocName = Customer Report DoCmd.OpenReport stDocName, acPreview Exit_Customer_Report_Click: Exit Sub Err_Customer_Report_Click: MsgBox Err.Description Resume Exit_Customer_Report_Click End Sub Private Sub Back_Click() On Error GoTo Err_Back_Click Dim stDocName As String Dim stLinkCriteria As String stDocName = Main Menu DoCmd.OpenForm stDocName, , , stLinkCriteria Exit_Back_Click: Exit Sub Err_Back_Click: MsgBox Err.Description Resume Exit_Back_Click End Sub