Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A Research Presented to the Faculty of College of Hospitality and Institutional Management Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and Restaurant Management ROBIN JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN JOY A. QUIDULIT CHRISTOPER S. ROSALES GENESIS D. C. SUSANA October 2011 ACKNOWLEDGEMENT The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research study. This would not be achievable without the help and supervision of the following people who are their motivation in doing this research study. To the cherished guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study. To Ms. Maria Paz T. Castro, our adviser, who’s not tired of answering our question and few complains, teach us on how to exert effort in every task that we should do and sharing her knowledge and expertise in doing this research guiding until the final defense. To Mr. Cledante Navalta, our statistician, for their effort and time in plateful them to accomplish the statistical analysis of the research studies. To our parents who always supported us for financial all the way through the process of our research studies. Last but not the least, the omnipresent God, for answering our prayers for giving us the strength to plod on despite our  constitution  wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord. ABSTRACT Title: EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS Proponents: ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN JOY A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA Adviser: MS. MARIA PAZ CASTRO Degree: BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT Date Completed: OCTOBER 2011 The researchers conducted this study to determine the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the profile of the respondents, how satisfied the respondents regarding their service satisfaction, recommendations that can provide solutions to the said problems and there is no significant relationship between the satisfaction of the respondents and their demographic profile of the respondents. A descriptive method of research was used together with the questionnaire as the main instrument in gathering the needed data and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered for the study. In analyzing and interpreting the data gathered, the statistical treatments used were, the percentage which was used to compare the frequencies of responses to the total number of responses, and the weighted mean which was used in measuring the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. The chi-square test is used to determine whether there is no significant relationship between the expected frequencies and the observed frequencies in one or more categories. With all the gathered information, the researchers arrived at the following conclusion: (1) most of the guests are 30-39 years old, male, guests (2) most of them are satisfied regarding the effectiveness of handling guest complaints by front office desk staff at Nice Hotel in Cubao Quezon City. (3) It was recommended that the front office desk staff of the hotel should initiate talk with the guest to get feedback about their service to improve their service. 4) In terms of age and gender there is no significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile. In terms of educational attainment and status of employment there is a significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile TABLE OF CONTENTS Page TITLE PAGE†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. i APPROVAL SHEET†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ii ACKNOWLEDGEMENT†¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iii ABSTRACT†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iv TABLE OF CONTENTS†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ v LIST OF TABLES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ix LIST OF FIGURES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. x CHAPTER 1. THE PROBLEM AND ITS BACKGROUND†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 INTRODUCTION†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Background of the Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 Statement of the problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 Hypothesis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 3 Significance of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 Scope and Delimitation of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. Definition of terms†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. REVIEW OF RELATED LITERATURE AND RESEARCH STUDIES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦7 Related Foreign Literature†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 Related Local Literature†¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 8 Related Foreign Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 10 Related Local Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 12 Conceptual Framework†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 14 Research Paradigm†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 16 3. RESEARCH METHOLOGY†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Design†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Subject†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 Research Instrumentation†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 18 Validation of Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Data Gathering Procedure†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Statistical Treatment†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Demographic Profile of the Respondent†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Common guest’s complaints handled by the front office desk staff in selected hotels in Manila†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦25 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 28 5. SUMMARY OF FINDINGS CONCLUSION, RECOMMENDATION†¦.. 31 Summary of findings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 31 Conclusions†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 33 Recommendations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦34 REFERENCES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦35 APPENDICES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 36 A. Map of Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚ ¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦37 B. Title Approval†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦38 C. Letter of Request for Conduct of a Pilot Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 39 D. Letter of Request for Conduct of Actual Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 40 E. Research Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 41 F. Hypothesis Testing†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 49 G. Curriculum Vitae†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 50 List of Tables Table no. I Demographic Profile of the Respondents 1. 1 Distribution of Respondents in Terms of Age21 1. 2 Distribution of Respondents in Terms of Gender22 1. 3 Distribution of Respondents in Terms 23 of Educational Attainment 1. 4 Distribution of Respondents in Terms 23 of Status of Employment Table no. II Common guest’s complaints handled by the24 front office desk staff in selected hotels in Manila Table no. III Summary & Chi-square test on the significant 26 relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents List of Figures I. Conceptual Framework14 II. Figure 1 Research Paradigm16 Curriculum vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city Contact no: 09461113536 Email address:[email  protected] com ————————————————- EDUCATIONAL BACKGROUND 2009-Present : Bachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2005-2008 : Secondary Roxas National High School Roxas, San Isidro, Surigao del Norte 1999-2004 : Elementary Sto Nino Elementary School Sto Nino, San Isidro, Surigao del Norte ————————————————- PERSONAL BACKGROUND Gender: Female Age : 19 years old Birth date : June 09, 1992 Height : 5’4 Civil Status : Single ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B. Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal Mobile number: 09213336967 Email address: [email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003Elementary Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal PERSONAL BACKGROUND| Gender :Male Age:19 years old Birth date:November 12, 1991 Height:5’6 Civil Status:Single __________________ Robin Jude Elauria AILEEN JOY A. QUIDULIT # 6 Geronimo St. Brgy Sta Monica Novaliches Q. C Contact no: 4828615/09155459133/09239238439 E-mail add: [email  protected] com ____________________________________________________________ __________ EDUCATIONAL BACKGROUND 2007 – Present: Bachelor of Science in Hotel and Restaurant Management Our Lady of Fatima University Lagro, Novaliches Quezon City Secondary 2003 – 2007:Holy Redeemer School of Kalookan Franville V. Subd. , Caloocan City Elementary 1996 – 2003:Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City PERSONAL BACKGROUND Gender :Female Age:20 yr/old Birth date:November 10, 1990 Weight:95 lbs Height:5’2’’ Civil Status:Single _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 Lot 18 Area B lower 4 Sapang Palay City of San Jose Del Monte Bulacan Mobile number:09106184955 Email address:[email  protected] com/[email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2007Associate in Hotel and Restaurant Management Academia De San Lorenzo Tialo Sto. Cristo, City of San jose Del Monte Bulacan 000-2004Secondary Sapang Palay National High School Area E Sapang Palay City of San Jose Del Monte Bulacan 1994-2000 Elementary Barangay Bagong Buhay III Elementary School Barangay Bagong Buhay III Area B SapangPalay City of SJDBMB PERSONAL BACKGROUND| Gender :Male Age:23 years old Birth date:November 05, 1987 Height:5’7 Civil Status:Single _______ _____________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Maginoo St. Kalayaan Quezon,City Cell Number: 09151908382 [email  protected] com EDUCATIONAL BACKGROUND| 2009-Present Bachelor of Science in Hotel and Restaurant Mngt. Our Lady of Fatima University 1 Esperanza St. Hilltop Mansion Heigths Lagro Quezon, City 2000-2004 Amadeo National High School Amadeo, Cavite 1994-2000 Amadeo Elementary School Amadeo, Cavite PERSONAL BACKGROUND| Gender: Female Age: 23 Heigth: 5’4 Civil Status: Single _____________________ GENESIS C. SUSANA Computation Table 1 Table 1: Frequency and Percentage Distribution of Respondents in Terms of Age n=50 Age| F| P=f/n*100| %| Rank| 9 below| 3| (3/50*100)| 6| 5| 20-29| 13| (13/50*100)| 26| 2| 30-39| 17| (17/50*100)| 34| 1| 40-49| 12| (12/50*100)| 24| 3| 50 above| 5| (5/50*100)| 10| 4| Total| 50| | 100| | Computation Table 1. 1 Frequency and Percentage Distribution of Respondents in Terms of Gender n=50 Gender| F| P=f/n*100| %| Rank| Male| 27| (27/ 50*100)| 54| 1| Female| 23| (23/50*100)| 46| 2| total| 50| | 100| | Computation Table 1. 2: Frequency and Percentage Distribution of Respondents in Terms of Educational Qualification n=50 Educational Qualification| f| P=f/n*100| %| Rank| Elementary Grad. | 11| (11/50*100)| 22| 3| High School Grad. 14| (14/50*100)| 28| 2| College Grad. | 17| (17/50*100)| 34| 1| Post Grad. | 8| (8/50*100)| 16| 4| Total| 50| | 100| | Computation Table 1. 3: Frequency and Percentage Distribution of Respondents in Terms of Status of Employment n=50 Status of Employment| f| P=f/n*100| %| Rank| Worker| 19| (19/50*100)| 38| 2| Employee| 21| (21/50*100)| 42| 1| Self-employed| 10| (10/50*100)| 20| 4| Total| 50| | 100| | Table 2: Common guest’s complaints handled by the front office desk staff in selected hotels in Manila Situation| WM| Interpretation| Rank| 1. Missing of personal belonging| 3. 40| Good| 10| 2. Faulty equipments and facilities| 3. 2| Very Good| 7| 3. Lack of courtesy of the front office staff in dealing with the guest| 3. 64| Very Good| 3| 4. Slow and ineffective reservation procedures| 3. 82| Very Good| 1| 5. Neigbors intolerable noises| 3. 76| Very Good| 2| 6. Unsatisfactory of concierge| 3. 58| Very Good| 5| 7. Not well attended by front office staff| 3. 42| Good| 9| 8. Wrong room assignment or type of room given to the guest| 3. 56| Very Good| 6| 9. Poor service of the staff| 3. 48| Good| 8| 10. Delayed service of the front office desk staff| 3. 62| Very Good| 4| Grand Mean| 3. 62| Very Good| | Computation in terms of Age E=RT*CT/50Observed Age| Poor| Average| Good| Very Good| Excellent| RT| 19 below| 0| 0| 0| 3| 0| 3| 20-29| 0| 0| 5| 7| 0| 12| 30-39| 0| 0| 9| 7| 1| 17| 40-49| 0| 0| 7| 6| 0| 13| 50 above| 0| 0| 2| 3| 0| 5| CT| 0| 0| 23| 26| 1| 50| Expected Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 56| 0. 06| 20-29| 0| 0| 5. 52| 6. 24| 0. 24| 30-39| 0| 0| 7. 82| 8. 84| 0. 34| 40-49| 0| 0| 5. 98| 6. 76| 0. 26| 50 above| 0| 0| 2. 30| 2. 60| 0. 10| | | | | | | X? =(O-E)^2/E Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 90| 0. 06| 20-29| 0| 0| 0. 05| 0. 09| 0. 24| 30-39| 0| 0| 0. 18| 0. 38| 0. 6| 40-49| 0| 0| 0. 17| 0. 09| 0. 26| 50 above| 0| 0| 0. 04| 0. 06| 0. 10| ?X? = 5. 56 Computation in terms of Gender E=RT*CT/50Observed Gender| Poor| Average| Good| Very Good| Excellent| RT| Male| 0| 0| 13| 14| 0| 27| Female| 0| 0| 22| 27| 1| 23| CT| 0| 0| 35| 41| 1| 50| Expected Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 11. 88| 14. 58| 0. 54| Female| 0| 0 | 10. 12| 12. 42| 0. 46| X? =(O-E)^2/E Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 0. 11| 0. 02| 0. 54| Female| 0| 0| 0. 12| 0. 03| 0. 63| ?X? = 1. 45 Computation in terms of Educational Qualification E=RT*CT/50Observed Educational Qualification| Poor| Average| Good| Very Good| Excellent| RT| Elementary Grad. | 0| 0| 4| 7| 0| 11| High School Grad. | 0| 6| 11| 1| 0| 14| College Grad. | 0| 0| 7| 9| 1| 17| Post Grad. | 0| 0| 4| 4| 0| 8| CT| | 6| 22| 21| 1| 50| Expected Educational Attainment| Poor| Average| Good| Very Good| excellent| Elementary Graduate| 0| 1. 32| 4. 84| 4. 62| 0. 22| High School graduate| 0| 1. 68| 6. 16| 5. 88| 0. 28| College Graduate| 0| 2. 04| 7. 48| 7. 14| 0. 34| Post Graduate| 0| 0. 96| 3. 52| 3. 36| 0. 16| X? =(O-E)^2/E Educational Qualification| Poor| Average| Good| Very Good| Excellent| Elementary Grad. | 0| 1. 2| 0. 15| 1. 23| 0. 22| High School Grad. | 0| 11. 11| 0. 11| 4. 05| 0. 28| College Grad. | 0| 2. 04| 0. 03| 0. 48| 1. 28| Post Grad. | 0| 0. 96| 0. 07| 0. 12| 0. 16| ?X? = 23. 61 Computation in terms of Status of Employment E=RT*CT/50 Observed Status of Employment| Poor| Average| Good| Very Good| Excellent| RT| Worker| 0| 0| 7| 12| 0| 19| Employee| 0| 0| 6| 4| 0| 10| Self-employed| 0| 0| 9| 11| 1| 21| CT| 0| 0| 22| 27| 1| 50| Expected Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 8. 36| 10. 26| 0. 38| Employee| 0| 0| 4. 40| 5. 40| 0. 20| Self-employed| 0| 0| 9. 24| 11. 34| 0. 42| X? (O-E)^2/E Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 0. 22| 0. 30| 0. 38| Employee| 0| 0| 0. 58| 0. 36| 0. 20| Self-employed| 0| 0| 9. 24| 0. 01| 0. 80| ?X? = 12. 09 Table 3 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile| ComputedX? | TabulatedX? | df| ? | Comparison| Decision| Conclusion| Age| 5. 56| 15. 51| 8| 0. 05| Less than| Accept Ho| There is no significant relationship| Gender| 1. 45| 5. 9| 2| 0. 05| Less than| Accept Ho| There is no significant relationship| Educational attainment| 23. 61| 16. 92 | 9| 0. 05| Greater than| Reject Ho| There is a significant relationship| Status of Employment| 12. 09| 9. 49| 4| 0. 05| Greater than| Reject Ho| There is a significant relationship| Hypothesis Testing: Ho: There is no significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila. Ha: There is a significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila.

The Benefit of Pilates

The Benefits of Pilates A refreshing mind-body workout Pilates gets your mind in tune with your body. By emphasizing proper breathing, correct spinal and pelvic alignment, and complete concentration on smooth, flowing movement, you become acutely aware of how your body feels, where it is in space, and how to control its movement. The quality of movement is valued over quantity of repetitions. Proper breathing is essential, and helps you execute movements with maximum power and efficiency. Last but not least, learning to breathe properly can reduce stress. Build strength without â€Å"bulking up† – gain long, lean muscles and flexibility Conventional workouts tend to build short, bulky muscles – the type most prone to injury. Pilates elongates and strengthens, improving muscle elasticity and joint mobility. A body with balanced strength and flexibility is less likely to be injured. Develop a strong core – flat abdominals and a strong back Building on the principles of Joseph Pilates, Pilates exercises develop a strong â€Å"core,† or center of the body. The core consists of the deep abdominal muscles along with the muscles closest to the spine. Control of the core is achieved by integrating the trunk, pelvis and shoulder girdle. Create an evenly conditioned body and prevent sports injuries In conventional workouts, weak muscles tend to get weaker and strong muscles tend to get stronger. The result is muscular imbalance – a primary cause of injury and chronic back pain. Pilates conditions the whole body, even the ankles and feet. No muscle group is over trained or under trained. Your entire musculature is evenly balanced and conditioned, helping you enjoy daily activities and sports with greater ease and less chance of injury. Be confident and safe No other exercise system is so gentle to your body while giving it a challenging workout. Many of the exercises are performed in reclining or sitting positions, and most are low impact and partially weight bearing. Pilates is so safe, it is used in physical therapy facilities to rehabilitate injuries. And be challenged Pilates is also an extremely flexible exercise system. Modifications to the exercises allow for a range of difficulty ranging from beginning to advance. Get the workout that best suits you now, and increase the intensity as your body conditioning improves. Learn efficient patterns of motion Pilates exercises train several muscle groups at once in smooth, continuous movements. By developing proper technique, you can actually re-train your body to move in safer, more efficient patterns of motion – invaluable for injury recovery, sports performance, good posture and optimal health

The Bean Trees- Outsider

In The Bean Trees by Barbara Kingsolver, being an outsider is not just one main theme, but it is one theme that is reoccurring throughout the whole book. When someone is an outsider, they are different from everyone else, and somewhat stand out. Right off the bat, outsiders don't fit into commonly used stereotypes. Kingsolver uses Taylor, Turtle, Esperanza, and Estevan to portray this theme. Taylor is an outsider because she is just not a typical girl. Unlike many other girls in her town, Taylor does not want to become pregnant. In fact, she wants to graduate from high-school, or at least intended to, and wants to have a good future.Even though Taylor doesn't want to get pregnant, she gets stuck with being a mother anyways. Taylor travels to find a more meaningful life, but she still feel like she doesn't fit in, or even belong. Because Taylor doesn't share any specific ‘bond' with anyone, she is an outsider. Later on in the novel, she meets Esperanza and Estevan, who share com mon values as her. Turtle, Taylor's adoptive daughter is as well an outsider. As Turtle was abused, she suffers to be an outsiders to her own body. Because of this, Turtle will never develop mentally as quick as other children her age. For the first half of The Bean Trees, Turtle is silent.She cannot communicate with others, as her own words are trapped inside of her body, causing her to be an outsider from the ones who love and surround her. Kingsolver converts the message that many different barriers can cause people to become outsiders, as Turtle's is a language barrier. When turtle finally overcomes these barriers and finds someone who shares common strengths and weaknesses, she is finally an insider. Esperanza is living in a country where she is not welcomes because of her culture. She was forced to give up her own child, and does not express herself because of a language barrier.Everyday, she lives holding her emotions inside, feeling as an outsider, thinking she doesn't even belong here, which eventually bottles up, and leads her to try and kill herself. Although she is married, she is still missing a puzzle piece, her daughter. Estevan is clearly an outsider, as well is his wife, Esperanza, because they are immigrants. Estevan is used to all of the hate against immigrants, and he becomes accustomed to being an outsider. Estevan states â€Å"What I really hate is not belonging in any place. To be unwanted everywhere. † Conveying these thoughts, Estevan believes him nor his wife, Esperanza, have a place in society.Later in the novel, Taylor, Esperanza, and Estevan become insiders as they find outsiders who they share common morals and bonds with. In life, everyone has numerous obstacles and barriers they think they may never overcome, but once they do, they are finally able to communicate to the world and create friendships with people who have similar interests. When everyone comes together as a family, each and every person is finally appreciate d for every attribute that makes them unique. Being an outsider is not particularly a bad thing, as it might just be what keeps one human and especially different from everyone else.

Tourism Policy and Planning Essay Example | Topics and Well Written Essays - 2000 words

Tourism Policy and Planning - Essay Example Tourism policy refers to the formulated guidelines that control all tourism development, operations, and management, to ensure that the government and the society attain the immediate and the long-term benefits derived from tourism (Edgell & Swanson, 2013:47). Thus, tourism policy can simply be defined as the progressive course of action that encompasses the principles, directions, guidelines, and procedures that represent the intent, objectives, and goals of the government and the society hosting the tourism visitors (Battaglia, Daddi & Rizzi, 2012:197). On the other hand, the concept of tourism planning refers to the whole process of identifying the appropriate steps that are geared towards the attainment of predetermined tourism goals and objectives (Gossling, 2012:902). The tourism planning process entails the acquisition of the knowledge regarding the tourism benefits and risks, followed by identifying the viable alternatives that allow for the enjoyment of the tourism associated benefits while limiting the associated risks. This is achieved through identifying alternatives, anticipating possible future conditions, developing the vision and finally formulating the possible course of action (Hall, 2008:21). Tourism is a sector of many economies that have been tied to many other products and services than the rest of the economic sectors globally. The complexity of tourism as a sector arises from the fact that an action geared towards allowing or limiting the growth and expansion of tourism activities has a range of spiral effects on the other sectors of the economy (Veal, 2010:215). Tourism is an activity that has allowed for leisure and vacation enjoyment in diverse environments for the tourists while benefiting the host societies both economically and culturally (Dredge & Jenkins, 2011:33). Thus, in order to sustain the mutual benefit that the tourism stakeholders attain from tourism, guidelines, and frameworks that define how the tourism activities are run are essential, making the need for tourism policy and planning is inevitable.

CASE STUDY Example | Topics and Well Written Essays - 500 words - 4

Case Study Example nquiry is present in the story, because Harris highlighted in the general bulletin sent to all employees that Akin will be helping them recognize their strengths and what they are doing right, so that plant work can be done more effectively and efficiently. He emphasized that â€Å"his presence is not due to any particular problem† but a product of the managements desire to â€Å"continuously improve† (211). The management wanted to highlight the identification of strengths of the company in a positive manner, which is aligned with appreciative inquiry. In addition, when Akin conducted his research, he did not ask about problems, but inquired in such a way that will help him gain a strengths-based understanding of the model of work at DuPont. There was no â€Å"judgment† or â€Å"bias† in his research, and instead, there was more emphasis on the strengths of the people. c) Sense-making- Sense-making is applied in the story, because Akin understood the culture and work system of DuPont by researching with the people. This means that together, the researcher and the workers made sense of their experiences and generated the local organization theory that people used to do their work. In addition, the research paved way in identifying and understanding the stock-car racing metaphor that the people used to explain their idea of teamwork and how they worked together. 2) In your opinion, how compatible are these three approaches? Why? What evidence is there in the DuPont story for your answer? As a change manager, to what extent could you utilize insights from each approach? For me, these approaches are compatible, because OD can use sense-making and appreciative inquiry as means of understanding the needs for change, preparing people for change, and collaborating with them to achieve organizational changes. Sense-making, for instance, helped reinforce appreciative inquiry by focusing on the meaning of their work. The evidence is that since these approaches are applied,

Logic in Argument Essay Example | Topics and Well Written Essays - 250 words

Logic in Argument - Essay Example Innovative leaders actively seek means of increasing communication and breaking down interdepartmental barriers between the management and the workers. The actions of doing so range from recreation spaces where open forums can be used for making presentations to physical designing of work. Forums, for example, not only improve the workers’ technical communication, but also make them aware of the skills, achievements and progress of their peer competitors. Such an environment instills the need for creativity through critical thinking (Klemm, 2012). Overspecialization is one way that hinders creative thought. An organizational team with members from diverse backgrounds creates an intellectual environment that has the potential to promote development. An environment with diverse minds has a broad perspective of evaluating problems and getting new ways to the best solutions. Moreover, new projects arise from a combination of technical skills and creativity (klemm, 2012). Bill Simon is one leader who has shown the above-mentioned critical thinking skills. He has been the CEO of Wal-Mart USA stores until his retirement on August this year. Simon joined the company in 2006 as the vice president in charge of professional services. Between 2007 and 2010, he was the chief operating officer. During this period, he created and launched the $4 prescription drug package. In 2010, Simon, made a huge turn around by correcting mistakes in merchandise and pricing. He also restored several items that the company had stopped produced and also succeeded in offering low

Water and human development (drinking water, sanitation) Essay

Water and human development (drinking water, sanitation) - Essay Example Most diseases causing deaths in developing countries are on sanitation. Diarrheal diseases such as typhoid, cholera, amoeba, and shigellosis among others are caused by poor water sanitation. Statistics show that 5000 children die every day as aresult of diarrheal diseases. This translates to every child dying in seventeen seconds. These death rates are because of inadequate sanitation and poor hygiene practices in developing countries. Poor sanitation has a direct link with economic growth of the country; A recent study shows that developing countries with improved sanitation achieved an annual economic growth of 3.7%, while on the other developing countries with poor sanitation, achieved only 0.7% economic growth (Chew 33). A sick society is unable to be effective in their work towards improving the economic status on their country. Most countries with water and sanitation problems spend most of their resources in treatment of diseases stemming from poor sanitation and poor hygiene practices. Accessible and affordable water is also essential in agricultural and livestock production. In the quest to reduce the disease burden stemming from poor sanitation, several institutions including states, non- governmental organizations and the private sector, have tried to come up with approaches to curb this. Kamar Kal invented an approach known as Community Lead Total Sanitation in his endeavour to promote sanitation and hygiene. The approach is based changing people’s behaviour toward achieving an Open Defecation Free society. Instead of building latrines for communities, it’s aimed at igniting change in communities through triggering.The approach uses shameful and disgusting examples, therefore,enabling people to realize the importance of an Open Defecation Free Society (Drew 76). Communities are also encouraged to use locally available materials to construct latrines. Since the invention of this method in Bangladesh,

Low Phonemic Awareness Skills Among Disadvantaged Families Dissertation

Low Phonemic Awareness Skills Among Disadvantaged Families - Dissertation Example Empirical research into language use shows that there exists a wide gap between language use among children from well up families and those from economically disadvantaged families. Most children from disadvantaged families have low phonemic skill awareness compared to those from well up families. The purpose of this research is to identify ways in which the problem of phonemic awareness among children from poor background. The research will use a sample of 50 students from whom phonemic awareness skills will be evaluated. To provide credible conclusions and recommendations, this research will take a quantitative approach. Previous Research Phonemic awareness is a topic that has garnered a lot of attention among researchers in the recent past, owing to the persistent language problem that has indicated phonemic awareness weakness among many students in institutions. Dickinson and McCabe (2004) researched on the existence of phonological problems among children with a bilingual orient ation. The deduction of this statistical survey is that there indeed exist numerous factors that contribute to weakness in language among these students. Among these factors, Dickinson and McCabe (2004) identified that the standards of living played a key role in determining the success of language learning among children. Although this research was not directly designed on measurement of poverty levels, it was possible to outline the link between educated parents and a better economic social status (Koutsoftas, Harmon & Gray, 2009). The major conclusion of this research was that children who were fostered by learned parents had a better phonemic expression. Nichols et al (2004) found that Latino children and children from low socioeconomic backgrounds are more likely to fail to develop phonemic awareness and concepts in print owing to the fact that they lack preschool experience, causing them to lag behind when compared to children from different ethnicities and better socioeconomi c backgrounds. Latino children are at risk because English is not their first language meaning that they will categorize phonemes in their primary language as that is how their linguistic minds are programmed. Children from these categories are seen to either lack the prior knowledge or misunderstand the instructional discourse, along with the language of the text and teacher, resulting in delayed acquisition of crucial concepts that are in print (McGee & Ukrainetz, 2009). Notably also, findings from this study indicated that gender was not linked to development of phonemic awareness. These students require instructional intervention that looks into their needs and in a broader perspective. McDowell et al (2007) found that children, who undergo early reading challenges, receive less practice than other children, miss opportunities to develop reading comprehension strategies and are likely to have a negative attitude towards reading. Callaghan and Madeleine (2012) attributed the diff erence in phonemic awareness between children from low socio-economic backgrounds and their peers from high or middle socio-economic backgrounds to varying levels of emergent literacy. This variability is in turn explained by previous home environments, level of oral language and provision of good early intervention programs. In contrast, Neuman and Dickinson (2011) suggest that genetic predispositions

Database Test Plan of NFRCentralDatabase Coursework

Database Test Plan of NFRCentralDatabase - Coursework Example This here is the test plan to be used to test the NFRCentralDatabase. The NFRCentralDatabase is used by the New Forest Retreat Hotel Management System to manage the daily operation of the hotel and its various departments, as well as to generate reports which are used by the administrators of the hotel to perform various functions. The system uses other databases for instance, the database that keep the employee information and data. However, the test will not be on those databases but the NFRCentralDatabase which holds most of the business function data. The other databases would be tested but they are out of this scope of test. It is not always to have all the information required for a testing plan. This is because most of the users or clients are not techno savvy. Therefore, there needs to be time to take them through the process and to train them on what is required. While designing the test plan, I assume that as the designer I know all about the hotel management system the resort is using and all the activities the resort is involved in. this is not possible because the resort has a lot of departments and keeping tabs on all of them is not possible. The system itself has to be maintained from time to time in order to incorporate additional functionality. Justification of the Testing Plan This strategy of testing the database is very important because it reveals all the problems that the system may have and be corrected before the system is actually rolled out for use. It involves a business and therefore mistakes cannot be allowed since that would literally lead to losses because money is involved. Additionally, this test plan implementation is cost effective as it involves a small team of people.

Malcom X Essay Example for Free

Malcom X Essay Malcom X was a man who held many strong beliefs and posed numerous persuasive arguments. Many of these arguments are presented by Malcom X in his autobiography. The told events of his life provide the evidence for the arguments he makes. One of his contentions is that women are inferior to men. Malcoms perception of women and his basis for this argument develop through out his life. His experiences with women provide efficient evidence for the argument he makes, but there are some counter-examples which contradict his argument. Malcom grew up watching his father beat his mother. As a young boy he lived in a society where women were considered less significant than men. When Malcom moved to Boston, he gained knowledge about women by the examples of his friends who used women as status symbols. His experiences with his own status symbol, Sophia, further lead him to believe that women were inferior to men. These conditions shaped Malcoms views on women. It was through Malcoms experiences with his family, his friends in Boston, and the women he knew that lead him to believe women were nothing but another commodity (155). Malcom did have models of proud and self-reliant women through out his life. However, these women did not seem to affect his overall opinion. Malcoms father was often physically abusive to his mother. Malcom was subjected to witnessing his fathers actions. Malcom observes that a possible reason for his fathers violent outbursts was the fact that his mother had a pretty good education (6). His father would not tolerate being corrected by a woman which presented Malcom his first example of womens inferiority to men. These violent outbreaks and his mothers passive reactions taught Malcom that women could be treated in any harmful and shameful way without consequence. Moving to Boston exposed Malcom to a different culture. Bostons urban setting clashed with the rural areas where Malcom was raised. The friends he made in Boston were hustlers who operated in a fast paced and manipulative world. They believed that being seen with a white woman was the ultimate establishment of reputation. Not only did Malcom witness the white women being used for status by his friends, he understood that those white women had no more respect for those Negroes (140). He knew that the white women were using them for pleasure and escape from the security of their marriages. These experiences taught Malcom that women were to be regarded as nothing more than trophies. The lack of respect given to the women and the lack of which they gave provided evidence that women did not deserve to be appreciated. Malcom had his own white woman to parade around town to the clubs and bars, Sophia. Sophia succumbed to anything that Malcom demanded. She surrendered all of her money to him and would appear at his beck and call. Malcom would abuse her just to keep her in line (156). It became Malcoms belief that some women love to be exploited (156). Malcom exploited the submissive Sophia because she allowed him to do so. Malcom was surrounded by meek and subservient women which lead him to believe women like to be treated in such a harsh manner. Malcom was acquainted with a few very highly regarded women. The first really proud black woman Malcom had known was his sister, Ella (39). Ella was a woman of great achievements. Malcom had never been so impressed with anybody (39-40). Another impressive woman who impacted Malcoms life was the wife of his boss. She was educated and had business abilities which Malcom respected. Malcom regarded these women much differently than the others he knew like Sophia, however, his inferiority-of-women attitude was not changed by these decent women. The mistreatment and abuse of women that Malcom witnessed and acted out guided his beliefs about women and where they stood in society. Malcoms perceptions of women and his argument about gender relations are clearly connected with his raising. His evidence of these views and arguments give good reason for him to accept them as true. His gender relations argument does not take into consideration the few, but highly upright, women that did take part in his life, though. The fact that he did experience relationships with women whom he did not consider inferior conflicts his argument.

Qatar Airways Steps To Sustainability Environmental Sciences Essay

Qatar Airways Steps To Sustainability Environmental Sciences Essay Qatar Airways established in 1993 and started its operation in 20/01/1994. They have been awarded the worlds 5-star airline by SkyTrax. With numerous awards that have been awarded to them, they commit to give the best quality service to passenger both on air and ground. Qatar is one of the fastest growing airlines with more than 90 groups of aircraft to 100 destinations from Doha. Mission, Vision, goal: The companys mission, vision and goal: Excellence in everything we do. To be the worlds leading global carrier in the service industries and hospitality. Their goal is to be one of the worlds top high-ranking airlines in the world. A well written mission, gradually introduce the sense of direction towards the achievement of the companys to the staff and stakeholders. The corporate mission should clearly define the companys strategic aims. The market will have the influences on the corporate mission such as: an organization should adapt to both of its internal and the opportunities and threats in its external characteristics. The mission stated by Qatar Airways which focus on the companys competencies that generate value for its customers and stakeholders and have competitive advantage to provide synergy across its services or products. Aviation industries are subjected to harm the environment by the emissions of poisonous fumes such as carbon produced by the fuel to generate the airplane engine. Airplane uses specialized fuel to fly the plane. It is often contains additives to minimize the hazard conditions to suit weather, temperature (example: Snow) and to withstand pressure from explosion. Flight Statistics: Based on Year 2009 This statistics shows the summary of total aircraft, both commercial and cargo carriers. We will then find out the approximate amount of carbon emitted from these carriers. Carbon Emissions from transport: Land, Air, Sea (2007-2008) An estimation of 3.4 % of the global liquid consumption is used by commercial aviation. This industry consumes 3.0 million barrels of jet fuel every day. With the increase of new aircrafts of 21,400 units, fuel consumption will increase drastically, not considering a future fleet of 27, 5720 passenger aircrafts and 4,280 freight aircrafts. It is imperative to use a cleaner fuel to curb down CO2 emissions. Graph: Global Warming: Climate change is a threat and should not be taken lightly. Businesses may be disrupted, due to climate change. Organizations should focus on possible threats and risks pertaining to the climate change such as: change in weather, fines and taxes from regulatory bodies and the stakeholders opinion will be affect the business flows. Companies should come up with well strategic plan that highlights threats and convert risks into potential business opportunity that will allow them to survive in the coming storm. Bad Weather Ahead: Businesses that cater to tourists faced major challenge and worries when occurrences of bad weather conditions like storms, hailstones could damage the aircraft and very risky to fly the plane. Companys deals with air transport for both commercial and air freight are mostly affected. Their assets are dependent on the climate; they need to find ways to control the risks. Climate of Public Opinion: Companies have to earn public trusts by announcing their intention on reducing the carbon emission that they produce. Companies that announcing publicly to go green will receive attractive dividends as the intensity and level of public interest increase to deal with the climate change. Shareholders need to focus and self-remind about the effects of the climate change will leave an impact to the business through various aspects such as: companies business strategies, assets values and investments. In order to have a long-term approach to manage the effects of the change of climate is to have the best representatives that have the extensive knowledge to represent the companies in creating advantages to the business. Greenhouse Effects: Explanations of Stakeholders: relating to CSR Stakeholders: QATAR: Alternative Fuels Oryx Logo Qatar uses sustainable biofuels that contains gas to liquids kerosene. Collaborations with Shell, Qatar Petroleum, Rolls Royce, Qatar Science and technology Park, Airbus and Woqod to provide cleaner fuel to reduce the impact on the earth. First airline implement the fuel efficiency program in 2007. Qatar find ways to minimize their aircraft routines such as: efficient flight routes, aircraft weight reduction, various procedures of landing and taking off etcà ¢Ã¢â€š ¬Ã‚ ¦ in order to reduce the consumption of fuels and carbons emitted. Qatar will be able to meet the requirements of European Union Emissions Trading Scheme which focus on reducing carbon emissions. Qatar aims to provide sustainable place for the future generations. Sustainable Aviation Users Group on developing sustainable fuel: To be eligible for membership, group members must subscribe to sustainability criteria that stipulate the following: Plant growth, harvesting, processing, and end-use which emit total lifecycle greenhouse gases should be minimized and controlled significantly as compared to jet fuels based from fossil fuels. Development projects should include providing and improving the socio-economic conditions for small scale farmers who rely on agriculture for survivability of their families and themselves and that do not require the involuntary displacement of local populations. The natural environment such as high conservation value areas and native eco-systems should be maintained and not be cleared and converted for jet fuel plant source development. Video Presentation: Aviation Environment Summit, 2010 (Click to see: Video attached) Paul Steele, Executive Director of the Air Transport Action Group, presents aviation industries towards reducing carbon emissions. This presentation was held at Aviation Environment Summit, 2010, in Geneva, Switzerland. In this video, it states the mission, vision and objectives of the aviation industries in terms of reducing the carbon emissions that the industries produce. There are several analyses that show their forecasts on achieving towards the sustainable fuels. In the 3rd Aviation summit, the presentation shows ways to commit to deal with the climate change. The current presentation on 2010 shows clear layout to reach the targeted goals. In the video it also includes carbon emissions statistics, what the industries targets the next 40 years and etcà ¢Ã¢â€š ¬Ã‚ ¦ The global targets in 2010 to increase 1.5% of fuel efficiency per annum and to grow carbon neutral in 2050, for year 2020, to develop and grow the industries and 2050 the maximum target of 50% reduction of carbon emissions based on 2005. Every role in the aviation industries, are very important and crucial as they should work towards reaching the goals in growing the carbon neutral in terms of developing technology and sustainable fuels. Reasons to why organizations should go green: One of the major reasons to why companys going green is to promote responsibility and be a good citizen. This could gain the trusts of the regulatory bodies, communities and other internal and external stakeholders. Companys main business activities that incorporated with the environment will tend to gain by increase in market shares. Caring for the environment will reduce and prevent pollution, focusing on the 3R Reduce, Reuse and Recycle waste materials. By instilling Go Green values in the company, it will help to attract potential customers with similar values which will lead in creating good community relationships and to raise the chances for business to grow. The major challenged that businesses faced in this 21st century: climate constantly change, pollution, depletion of natural resources, poverty and inequality. Environmental Impacts and Values: Environmental Impacts: Organizations are emphasizing that they should go green and start caring for the earth. They chose to be greener as they truly understand the harm that they caused to the environment. Trying their very best to stop producing products that could actually harm the environment like: cancer-causing substances or pollute the natural habitats of the living things. Environmental Values: These groups of Organizations go green as they believed that they should not harm the environment and to protect the living things as they deserve the every rights to live and grow. The companies might also decide to stop their production from producing harmful products that might affect their employees, customers and the end users. Government Regulations: Government might come up with rule and regulations to stop organizations to further destroy the environment. Companies that go green will have the advantages of avoiding the penalties that might be imposed to those who against them. Increase in market share and profits could lead them towards a start on developing greener technology that might be fully sponsor or subsidize. Fines or lost in market share might be the result in not being part of it. Economic Opportunities and Disincentives: Some Organizations go green because they wanted to portray a good image for their stakeholders and gain competitive advantage in promoting their new green products. Being green can also avoid the financial issues: fines, penalties that impose to the company. Advantage/ Disadvantage: There are several advantages to companies going green. For an example: those companies that focus on being green will benefits from the advantages given such as, they may be able to meet the demands of the consumer that are very particular on buying a product that is not harmful to the environment. Companies can gain reputations by being a brand image for producing green products and reduce their liability risks by using environmental friendly products during the production and be responsible towards the environment in their business practices. Companies will increase their chances for getting investments from financial institutions if they are one of the companies that are listed under Socially responsible investing. Stakeholders will be more interested in involving themselves in a company that are ethical in running their businesses. Businesses that combined their environmental issues and business activities together tend to gain more market share, save their production costs through resource efficiency, prevent pollution, pay lower insurance premiums, and recycle and reuse waste materials. Retaining the staff similar values by having high workplace standards and engendering loyalty, maintaining a strong competitive edge, creating good community relations and can develop new business relationships with others that also go green like: suppliers, distributor , partnerships. Companies that did not practices environmental issues to their business activities, they might lose out lists of advantages. Companies might lose their stakeholders trust and loyalty; ruin their own reputation, degrade the health of their own staff and also substantial amount for the penalties. Both the benefits of going green and bring harm to the environment have to observe the rules imposed respectively such as Positive incentives and negatives incentives. Major Challenge to sustainability: Pollution Depletion Poverty Developed Economies Greenhouse gases Use of toxic materials Contaminated Sites Scarcity of materials Insufficient reuse and recycling Urban and minority unemployment Emerging Economies Industrial Emissions Contaminated Water Lack of sewage treatment Overexploitation of renewable resources Overuse of water for irrigation and other purposes Migration to cities Lack of skilled workers Income inequality Survival Economies Dung and wood burning Lack of sanitation Ecosystem destruction due to development Deforestation Overgrazing Soil loss Population growth Low status of women dislocation

Brand Equity of HP Laptops

Brand Equity of HP Laptops Introduction As the lifestyle is changing, needs of people are changing accordingly from more technology prone to advancement in electronic devices usage. People want faster paced life, leading to endless dreams to be fulfilled. Desire to achieve excellence in all departments of life makes life more interesting and increases the positive vibrance. Belonging to this information technology era, life without laptops is unimaginable. Laptop sales in India are at an all time high, due to the growth of a new breed of technology conscious IT users. There has been a drastic shift in working environments coupled with a lifestyle which is always on the move. Besides the work-related market, various other segments are capitalizing on these handy portable computers. A large number of households and students are using these portable PCs for entertainment and study purposes respectively. Industry Background Laptops are popularly used in India more for their portability rather than mobility. Portability has become the number one factor as to why more Indians are buying these portable PCs. The laptop market in 2009 saw a significant growth. Seen as just the right size to fit on someones lap, laptops are taking the Indian market by storm and are certainly giving desktop computers a run for their money. The laptop market in India recorded sales of 7.7 lakh units, growing at 13% in the first half of 2009-10. The major players in the Indian market are HP, Compaq, Dell, Lenovo, Apple and Acer. Quarterly notebook PC shipment and forecast report stated that 31 million units were shipped in the first quarter of 2009, noting that the notebook PC market shrank 6% on quarter, but increased 35% on year during the period. HP remained in the lead for seven consecutive quarters with a shipment around two million units over number two Dell in the first quarter of 2009-10. HPs market share was over 20% for six consecutive quarters. The most popular panel size and resolution was still 15.4-inch with a resolution of 1280ÃÆ'-800, which accounted for almost 50% of all notebook PCs shipped in the quarter, while the 14.1-inch segment with a 1280ÃÆ'-800 resolution trailed behind with a 22% share. The general features that people look for while making a decision on the laptop are: Processing Speed of Laptops The laptops processing speed depends on the usage. Consumers generally go for Intel Core Duo processors or Athlon. If the requirement is a high end laptop, then consumers can opt for Core 2 Duo or Quad Core processors. Operating System At present Windows Vista is the operating system in the laptop market. Recently Windows 7 has been launched and laptop vendors are slowly shifting to the latest operating system. Other Operating Systems like Linux can be got on request. Screen Screen size is usually 14.1 or 15.4. But consumers are going for bigger screen sizes also. The 17 laptop sales have increased in the recent months, but still is not very high. Hard Drives 160 GB hard disks is the usual attachment in most of the laptops. These are the features which one should consider before buying laptops. Searching laptops in Indian market will be easy as all the information is available online. Company Background HP is a technology company that operates in more than 170 countries around the world. They explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. HP applies new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work. No other company offers as complete a technology product portfolio as HP. They provide infrastructure and business offerings that span from handheld devices to some of the worlds most powerful supercomputer installations. They offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps them match the right products, services and solutions to their customers specific needs. HP India, established in the year 1988, holds the distinction of being one of the first technology companies to set up a base in India. HP in India is one of the largest and most diverse sites for HP outside of the US. HP started its India Software Operations (ISO) in 1989 at Bangalore to deliver enterprise software solutions, product and RD services to HP customers worldwide. Over the past year, HPs presence and product portfolio has expanded to mirror almost every activity the company undertakes, be it software engineering, IT services, RD, BPOs among others. HP India became a billion dollar company in 2005 and continues to expand its presence. HP is the leader in the laptop market in India. HP laptops feature powerful performance and attractive designs and this is the reason they are the number 1 selling brand in India. Need for the Study There are a lot of new brands of laptops available in the market. Many international players are entering the Indian market to try and capture a chunk of this huge market. We would like ascertain whether HP brand, which is currently doing well, will continue to do well in the future also or does it need to change any of its approach with respect to its brand performance. This project is restricted to the brand equity only. Objectives of the Study To measure brand equity of HP laptops Conceptual Framework Brand Equity Brand equity refers to the marketing effects or outcomes that accrue to a product with its brand name compared with those that would accrue if the same product did not have the brand name. And, at the root of these marketing effects is consumers knowledge. In other words, consumers knowledge about a brand makes manufacturers/advertisers respond differently or adopt appropriately adept measures for the marketing of the brand. The study of brand equity is increasingly popular as some marketing researchers have concluded that brands are one of the most valuable assets that a company has. Brand equity is one of the factors which can increase the financial value of a brand to the brand owner, although not the only one. Brand equity is measured as a combination of the following five factors: Brand Awareness Brand Loyalty Perceived Quality Brand Association Other Proprietary Assets Brand Awareness Brand awareness is a marketing concept that measures consumers knowledge of a brands existence. At the aggregate (brand) level, it refers to the proportion of consumers who know of the brand. It can measured using the following measures: Aided Recall Either the brand name or both the brand name and category name are presented to respondents. Unaided Recall The product category name is given to respondents who are asked to recall as many brands as possible that are members of the category. Top of Mind Recall The first brand that comes to the mind of customers is recorded. Brand Loyalty Brand loyalty consists of a consumers commitment to repurchase or otherwise continue using the brand and can be demonstrated by repeated buying of a product or service or other positive behaviors such as word of mouth advocacy. The various measures for calculating brand loyalty are: Switching Cost Liking Satisfaction Waiting Time Shopping Effort Willingness to Bear Additional Cost Perceived Quality Perceived quality is defined as the customers perception of the overall quality or superiority of a product or service with respect to its intended purpose relative to alternatives. We have measured the perceived quality of the overall brand under the following measures: Performance Features Conformance with Specifications Reliability Durability Fit and Finish Serviceability Brand Association A key to building brand is to strengthen the associations. A brand association is anything, i.e. a word, a picture, a person, etc. related to a brand. The association not only exists but also has strength, uniqueness to the brand and favorability in the minds of the consumers. Other Proprietary Assets The three most important proprietary assets are: Name Logo Slogan Methodology Sample Size We have taken a sample size of 15 respondents. It consisted of 12 males and 3 females of varying ages, across the country. Data Collection analysis Methods The following tools were used to collect data: Focus group discussions (FGDs) Questionnaires Data Analysis Tools SPSS 16.0 for Windows, MS Excel Brand Awareness Brand Awareness is the extent to which a brand is recognized by potential customers, and is correctly associated with a particular product. It is usually expressed as a percentage of target market. Brand awareness is the primary goal of advertising. Brand awareness conveys the intensity of knowledge and understanding that a consumer has about a product or brand. This is usually measured through the three measures Top of Mind Recall, Unaided Recall Aided Recall. Unaided recall Top of Mind Recall Unaided Recall is a market research technique used to test the effectiveness of brands, advertisements and commercials in which respondents are asked certain questions to learn whether they are familiar with a particular company, brand, slogan, product or service. In our survey the respondent was asked to mention the names of laptops they know or have heard about. Out of the unaided recalled brands, the first brand that the respondent mentions is the top of mind recall. Top of mind awareness is there when people can easily recall a brands name. Top of mind reacall usually is associated with the brand being in the short term memory. Top of mind awareness is very desirable in target prospects who are likely to buy because it is when they are considering buying an item you really want them to remember a particular brand. The responses obtained are indicated in the table below. In the calculations for the brand equity score, top of mind being an important parameter was given 100 points. To calculate the top of mind score for a particular brand, the percentage of people who mentioned the particular brand in their top of mind recall was calculated out of total respondents. Thus HP laptops got a score of 47 or 47% which is 7 as a percentage of 15. The maximum score for unaided recall was fixed at 70. The brand with the highest frequency was given a score of 70 and the brands that followed were given scores of 60 50 each. Interpretation Out of 15 respondents, HP brand had the highest top of mind recall, followed by Compaq, Lenovo Dell, which had equal responses. This shows that the investments by HP in their advertisement / marketing communications have been relatively effective. But still considering that only 47% respondents recollected HP from the top of mind, HP should consider investing more in their advertisement campaigns. Top of Mind recall happens with higher repetitions and exposure to advertisements. Advertisements emphasizing the brand HP have to be repeated. This will also help because HP has a wide product assortment. In case of unaided recall, HP Dell were leading with very high scores, followed by Compaq, Lenovo and Toshiba. This shows that people know these brands as laptop brands. The objective of this measurement is to measure the extent to which respondents remembered the brand when the actual brand name is prompted. A list of laptop brands was given to the respondent and they were asked to select the brands they were aware of. We deliberately included a couple of brands which did not have laptops. Surprisingly people who selected these brands were very less and there seems to be a very high level of awareness about laptop brands. The response obtained is indicated in the table alongside. Interpretation HP, Dell, Compaq Lenovo had 100% awareness or all respondents who participated in the survey were aware about these brands as a laptop brand. Aided awareness was scored out of 50 and the brands with maximum awareness were given a score of 50, second best as 40 etc. We do not need to do anything on this front to increase awareness about HP as a laptop brand. 2. Brand loyalty Brand loyalty of the customer is often the core of a brands equity. It reflects how likely a customer will be able to switch to another brand. Brand loyalty is closely tied to experience and is different from other major dimensions of brand equity. The following scores were obtained by the brands against the four factors associated with Loyalty. Cross Tabs: The cross tabulation was done to see how many people from the group of 15 conform to various parameters. The various cross tabulation are shown as under: PreferredBrand * PurchasedBrand The first cross tabulation was done to find out number of people among the group who have purchased the brand which they prefered. So the cross tabulation was done between the prefered brand and the purchased brand. The results of the same are shown below. The above table and the graph below show that only 2 people have purchased HP out of the 6 people who prefered the brand HP, for Compaq it was 2 out of 2 and none for Compaq. RecommendBrand * PurchasedBrand This cross tabulation was done to see how many people would recommend the brand who have purchased the brand. The table shows 60 % people who have purchased the Compaq would recommend the brand to people, 100% who have purchased the HP would recommend HP and 80% who have purchased the Lenovo would recommend Lenovo. Perceived quality Perceived quality is defined as the customers perception of the overall quality or the superiority of a product or service with respect to its intended purpose relative to alternatives. It is also a measure of goodness that spreads over all elements of the brand. It is elevated to the status of the brand asset is helps business to gain financial advantage and gives a strategic thrust which in turn drives how the other aspects of brand is looked. We conducted two focussed group discussions (FGD) to find out the factors which customers perceive as important for accessing the quality of the laptops. The FGDs resulted in 9 factors which were then cross verified through secondary research study. Three factors Battery Life and Time to Charge had to be removed because of the lack of the suitability in terms of quality image. The rest six factors were taken into account while deciding the perception of the quality of the laptops. Thus, the seven factors used for assessing the perceived quality for calculating the final brand equity score are: Performance Features Conformance to specifications Reliability Durability Fit and finish Serviceability The users of the brands HP, Lenovo and Compaq were asked to rate the above attributes on a scale of 1 to 10 (10-Excellent, 1-Poor). In the following explanation of the different factors, the aggregate score is the sum of the score given by all the 15 respondents and the average reflects the aggregate score divided by the number of respondents (15 in our case). The maximum points allotted to each of the factors is100. So the score of each of the factors is then calculated based on the average score. Performance The performance of the laptops is an important factor as it is critical for the overall perception of the customer in terms of quality of the laptop. The performance is compared across the brands having the same features so that there is no bias and the comparison in not done for two extremely different series laptops. As it came out in FGDs, this is also related to how the laptop performs like no crash, no hangs, smooth operation and other similar sub attributes. The performance score of the three brands is shown in the table below: HP scores highest with an average score of 8 followed by Lenovo with 6.93 and Compaq at last with a score of 6.87. Interpretation The customers have a favourable perception for HP in terms of performance of the laptops. The Lenovo and Compaq are close together with almost same perception for performance. The HP laptops outscore both of the other brands by almost 10 points. The same perception had also been received in the FGDs and so there is no difference of perceptions between the surveys and FGDs. Features The customers today look for the customization and so crave for the number of features available for the different laptops. The range of features and the depth under each component become important now because they affect the customer perception for the quality and affect the buying favourability for a brand. HP again scored highest in this category with an average score of 8.27 followed by Compaq with an average of 7 and at last Lenovo with a score of 6.8. Interpretation The customers feel that the feature loaded laptops are of good quality and as most of the HP laptops are feature loaded, they are rated higher in terms of the features. The Lenovo and Compaq laptops come with some standard specifications which mostly are basic ones. Though they can be customised as per needs but the number of options available for different components (depth) are still limited. This doesnt go favourable with the customers and it is reflected in the score given by them to Lenovo and Compaq laptops as compared to HP which scores higher. Conformance to Specifications Customers choose the features and specification to get the laptops which conform to them and perform accordingly. So conformance to the specifications becomes an important factor here. The table below shows the score obtained by the three brands on this parameter. HP stands at top with an average of 7.73 followed by Lenovo at 6.93 and then Compaq with 6.8. Interpretation: HP has a favourable impression in the minds of the customers as they feel that HP conforms to the specifications and this makes them give it the highest score. The other brands of laptops are not far behind which shows that there is not much different in the perception of these brands as far as the conformance to the specifications is concerned. All three adhere to the specifications and even the fact that HP has highest score cant be considered as a great differentiator in terms of perceived quality. Reliability Score The perception about reliability of a product directly contributes to the brand equity for a mobile device like laptop which is employed for multiple uses. The surveys FGDs we conducted indicated how reliability as an important component of perceived quality. Respondents wanted their laptops for mobile needs, especially students for project works executives who had to do presentations on the go. More than anything, reliability was connected to loss of data due to laptop related malfunctioning  which could never be compensated.   The reliability scores obtained by the brands are indicated in the table above. Each respondent was asked to rate the three laptop brands on their perception about reliability of the brand. The final reliability score was found by aggregating the scores given by all respondents and then finding the average. Interpretation The results indicated that HP Lenovo scored 75 out of 100 for reliability, followed by Compaq with a score of 66. This is inline with the two brands various marketing communications that emphasise on reliability. Lenovo the erstwhile IBM Thinkpad always portrayed a sturdy image, with protections even against accidental drops and first of its kind features like locking hard disk during a fall. HP also proposes its high reliability through marketing communications. Compaq, a value brand from the HP stable is perceived to be less reliable compared to the parent brand HP. The perception about durability of a product directly contributes to the brand equity especially when it is an expensive to own item like a laptop. Our survey told that a normal customer tends to consider using a laptop for atleast 3 4 years and minimise the cost on the equipment. Also the FGDs indicated that laptops are very expensive to maintain and replacements of parts are a very expensive business. Thus durability was used as an element to compute brand equity score. The brand scores on the parameter durability was again calculated by aggregating scores given by individual respondents on perceived durability of the three brands. The average was found and a percentage of the maximum score of 10 was found to provide the brands score on durability. Interpretation The table indicates that HP Lenovo are perceived to be of nearly the same durability (Lenovo a little more). But Compaq lags heavily in the perception about durability. This could be due to the positioning of HP Lenovo as premium brands, while Compaq is always positioned as a low price, value based product. Another inference we may take from this could be that price and premiumness can cause a difference in perception of quality in the minds of customers. A customer may be ready to pay more for a product considering that durability is directly related to the price of the product. In the FGDs conducted, we got views that the laptop a person carries communicates a lot about his personality. Hence the fit finish is given a lot of importance during laptop purchases. We had included fit finish as a component of perceived quality and gave equal importance to this parameter with a maximum score of 100 associated to it. The above table indicates the scores obtained by the brands for fit finish parameter. The respondents were asked to rate the three laptops on a maximum score of 10 points. The aggregate score was calculated and average was obtained for the 15 respondents. This was then transformed to a score of maximum score of 100. Interpretation It was found that HP had the highest score on the parameter fit finish. HP laptops have always been famous for their stylish designs, and designer exteriors. HP frequently comes up with limited editions, with specially designed exteriors, giving rich look to the laptop. Compaq was rated as the next best. Compaq, being a product targeted at the value segment, has always designed its laptop in a simple and elegant manner in contrast to the bold and stylish designs of HP. We can see that Lenovo lags heavily in this parameter. Lenovo retained the original IBM Thinkpad designs. Lenovo gives lesser importance to external visual appeal focussing more on ergonomics, robustness and reliability. This was also indicated in the FGDs where Lenovo laptops were criticised for the dull exteriors. Most respondents admitted they were not satisfied with the looks and they modified the looks by applying laptop skins available in the market. Serviceability refers to the ability of technical support personnel to install, configure, and monitor laptop products, identify exceptions or faults, debug or isolate faults to perform root cause analysis, and provide hardware or software maintenance in pursuit of solving a problem and restoring the product into service. Incorporating serviceability facilitating features typically results in more efficient product maintenance and increases value for the brand in the minds of the customer. During the FGDs, many participants shared the various faults that their laptops had generated and how easy or difficult they found it to get it serviced at an authorized centre. The following table lists the scores for serviceability for the different laptop brands out of a maximum of 100. The respondents were asked to rate the three laptops on a maximum score of 10 points. The aggregate score was calculated and average was obtained for the 15 respondents. This was then transformed to a score of maximum score of 100. Interpretation HP was rated the best serviceable laptop followed by Compaq and Lenovo. HP service centres or HP-authorized service centres are available all over India. Therefore customers find it very easy to simply carry their laptops to the nearest service centre and get it serviced. Compaq laptops are also serviced by HP service centres. Since exclusive Compaq service centres are not widespread, people still perceive that the serviceability is not very high for Compaq, while in reality it should equal that of HP. Lenovo has mainly authorised service centres and its not as widespread as compared to the other two brands. Therefore, it has got a low score for serviceability. Having exclusive Lenovo service centers in all major cities in India may help in improving the perception of the customers. Brand Association The FGDs were conducted to get the exhaustive list of the possible associations for the three brands- HP, Lenovo and Compaq. The associations were then used in the questionnaire to select the top two associations from the respondents for each of the three brands. The surveyed people were then asked to rate (5-highest, 1-lowest) the two associations selected by them. The tables below show the scores obtained by each of the associations under different categories. The top two associations were then converted into the score for the three parameters- Strength of Association, Favourability and Attitude. The Business and the Performance came out to be the top two associations with the HP laptops. When converted to score it comes out to be as follows: The brand celebrity association for HP is also seen as Mr. Amitabh Bachchan who justifies the Business and Performance score too. The animal association for the brand HP also comes out to be Tiger and Lion in equal numbers of 4 each. So the animal association for HP is the Big Cat Family Animals. This can be because the people relate these animals for the performance and focussed attitude like in business. The Tough/Robust and Features came out to be the top two associations with the Lenovo laptops. When converted to score it comes out to be as follows: The brand celebrity association for Lenovo is also seen as Mr. Saif Ali Khan who justifies the Tough/ Robust and Feature rich image of the brand Lenovo. This association may be because he is also a brand ambassador for Lenovo. The animal association for the brand Lenovo is Dog as seen from the responses of the people who responded to the survey. Six people out of 15 said Dog as the animal which should be associated with the Lenovo laptops. This brings out the features of the laptop which shows they are trustworthy, robust and extremely rich in features. The brand celebrity association for Compaq is seen as Mr. Shahrukh Khan who justifies the Affordability and Service image of the brand Compaq. This association may be because he is also a brand ambassador for Compaq. The animal association of Compaq comes out to be Cat which sort of justifies the affordability part. 5.Other proprietary Assets The three proprietary assets studied in this survey were Name, Logo Slogan. This was important as any marketing communication will be using the three assets and the impact these makes will determine the brand equity and hence the consumption of a brand. The respondents were asked to rate the three brands for the three assets on the basis of the three factors Attractiveness, Effectiveness, Uniqueness For example, the respondent was asked about how attractive, effective and unique the name of HP laptop is, followed by the logo and slogan of HP. The scores for each factor was calculated by finding the aggregate score given by all the respondents and then the average. The final score of each brand against each of the assets were found by multiplying the score of the asset against the three factors. Name It was found that name HP had a very high score in all the three dimensions and has the highest score of 49 among the three brands. Compaq follows HP and the name Lenovo was found to have scored the least and was found to score the least among the three brands in each of the dimensions except uniqueness, where it stands second. Interpretation The name of HP was found to score an average of 7.8 out of 10 for uniqueness, 8 for effectiveness and 7.8 for attractiveness. This indicates that the name HP is contributing to the brand equity. But in the case of Lenovo, we see that the name scores very low in terms of attractiveness and effectiveness. Such brands may consider re-launching products under different brand names or a brand like Lenovo can for brand extensions with more attractive names 2. SLOGAN The above table indicates the ratings for slogan of the three brands on the dimensions of attractiveness, effectiveness and uniqueness. The slogans were given to the respondents namely HP Laptops are Personal Again, Compaq Inspiration Technology, Lenovo New World. New Thinking Interpretation We can observe that HP scores highest for slogan, followed by Lenovo and Compaq. Though the slogan for HP scores highest relatively, the score seems to be low. This could be because the respondents are not able to relate the slogan to the product or because they are not able to associate it with themselves. This could be because HP used this slogan initially for desktops when it came up with the slogan Computers are personal again. But laptops are always personal equipments for self usage and saying Laptops are Personal Again does not make any more impact. Looking at the other two brands, Lenovo and Compaq lag heavily and needs considerable improvement in their slogan. This could even be due to lack of sufficient exposure of the slogan to customers or again inability of the customers to relate slogan with themselves or the product. 3. LoGo The above table indicates the ratings for logo of the three brands on the three dimensions. The respondents were shown the different logos of the three brands and asked them to rate them against attractiveness, effectiveness uniqueness. As we can see, HP scored the highest for the logo, followed by Compaq and Lenovo. Interpretation HP has a very high score for brand logo, with very high score in each of the dimensions Attractiveness, effectiveness and uniqueness. Compaq follows and Lenovo was found to lag heavily in this dimension too The above table indicates the brand equity score of the three brands. We can find that the brand under study HP has scored the highest score of 1405 out of 1920. It clearly indicates why HP is the market leader in this range of laptops. Compaq from the HP stable is the second valued brand. We have seen the brands under the individual dimensions in the previous sections. We can see that HP leads the other brands in every dimension. The strategies adopted so far has been satisfactory. Suggestions for further Improvement Improving Brand Awareness From the brand equity table, we can see that HP scores full against unaided recall aided recall.

Women in the Israeli Army Essays -- Military Science, Egalitarianism

Women have always played a very integral role in the Israel Defence Forces (IDF), since its inception in 1948 shortly after the declaration of the State of Israel. The IDF is regarded as one of the most well trained armed forces in the world thanks in part to the progressive changes in the military with regards to equality for women. Historically, at the ground roots of the IDF, women were held back from combat and served mostly in a variety of support duties under the command of Chen (Women’s Army Corps). These support duties were extremely important to the functioning of the IDF, but did not satisfy those women who wanted a more active front line role. The aftermath of the Yom Kippur war in 1973 initiated a great change in military thinking for women in the IDF. The increased need for ground forces allowed women to enter selected operational divisions in the military, but still excluded them from participation in any combat roles. In spite of the new recognition that wo men played in the military after 1973, further equality was slow to come. Finally, in January of 2000 after a Supreme Court battle led by Allice Miller a few years earlier, the Equality amendment to the Military Service Law was implemented. Thus, allowing women the opportunity to volunteer in combat support and light combat roles. The Prime Minister of the State of Israel had a vision to equalize the role of women and men from active combat roles in the IDF. On May 31st, 1948 following the establishment of the State of Israel, the cabinet of Prime Minister David Ben-Gurion officially created the IDF, and declared it as the country’s army. It then became official that women between the ages of 18-24, single or married, without children had to join th... ...//www.idf.il/1283-9679-en/Dover.aspx>. "The Israeli Air Force." The Israeli Air Force. 28 Dec. 2010. Web. 10 Dec. 2011. . "Israeli Army Celebrates First-Ever Female Major General." Israeli Defence Forces, 23 June 2011. Web. 5 Dec. 2011. . "Israeli Women in the Military." Women's Rights. The Israel Project. Web. 5 Dec. 2011. . Izraeli, Dafna Nundi. "Israel Defense Forces." Jewish Women's Archive. 1 Mar. 2009. Web. 11 Dec. 2011. . "Women in the IDF." Krav Maga - Israeli Krav International. Web. 10 Dec. 2011. .

Southern Folk Music and Race Relations :: Racism American Culture Research

Southern Folk Music and Race Relations Abstract In this paper, I propose that the history and development of southern folk music may serve as an important vehicle for examining and elaborating the dynamics of southern race relations. I am not suggesting a causal relationship; merely an interactional one. Both southern race relations and southern music are reflections of the social structure of the rural south. In the structurally segregated south, black and white musical traditions display the same divergences and convergences which have historically characterized black/white relations. This is not a lyrical analysis; rather, it is a socio-historical analysis of regional popular culture which focuses upon the interaction between two important features of that culture: race and music. Intoduction The development of the American folk music reservoir is a process which parallels the historical and cultural development of American society. In the formation of this reservoir, two major streams, British and African, and several lesser tributaries, e.g., French, German, Mexican, Cajun, etc., flowed together over a two century period (Malone, 1979:4). Alan Lomax, one of folk music's leading historians, has observed that the convergence of these diverse elements has resulted in a cultural product which is "more British than anything one can find in Britain" (1960:155). Southern music is an important part of the folk tradition; in many ways it is synonymous with American folk music. And, its history is well documented (Malone, 1979, 1985; Carr, 1979; Wolfe, 1977). What has been neglected until recently is the sociological examination of the relationship between this form of popular culture and important social, cultural and historical issues and conditions which gave rise to it and are expressed by it (Fine, 1977:381-384; cf. also Albrecht, 1954).1 Country music is a reflection of the southern region's culture, history and social structure at the macro level and of the hopes, fears, beliefs and attitudes of its people at the micro level (Gritzner, 1978). In this paper, I propose that the history and development of southern folk music may serve as an important vehicle for examining and elaborating the dynamics of southern race relations. I am not suggesting a causal relationship; merely an interactional one. Both southern race relations and southern music are reflections of the social structure of the rural south. In the structurally segregated south, black and white musical traditions display the same divergences and convergences which have historically characterized black/white relations. This is not a lyrical analysis; rather, it is a socio-historical analysis of regional popular culture which focuses upon the interaction between two important features of that culture: race and music.

Facility Planning

To provide patients with quality health care services, it is important to improve health care facilities and build new facilities to accommodate the growing population. Community or facility need for the building or renovation An emergency room is an area in a hospital that provides treatment to patients with acute illness, trauma and other medical emergencies. Harlan Medical Center provided emergency care to 25,000 patients last year. This makes the facility the most experienced and busiest hospital in the area. To accommodate the growing demand of services I have decided to renovate the department. Renovating the emergency room will make a huge difference in terms of capacity for serving the community. Type of population you are serving HMC emergency department will provide quality health care services to every individual in the community. The new renovations will services the residents of Harlan, and the resident of all the surrounding counties with the population of more than 250,000. As mentioned before the emergency department provides patients with rapid treatment for sudden illnesses or trauma. The patients are made up of different races, genders and ages. Description of the facility that you have selected The proposed renovations to the new emergency room will be greatly beneficial and invaluable to the medical center. Making the renovations should not only improve treatment times but should also attract new patients to the facility. The first renovation would be the addition of 22 new private treatment rooms. These rooms will be used for patients with more serious injuries as they will be treated as VIP (very important person) guests. For some people a trip to the ER is unnerving in itself. However, if having a private room can provide a sense of calm and ease nerves, then having a private room is exactly what the patient should get. The second improvement will be the addition of 16 general treatment rooms. These treatment rooms will be geared toward patients with less serious injuries. The goal of these rooms will be to turn them over within two hours or less to keep patient census low and discharges steady. A third improvement that will help keep discharges steady will be the addition of 2 â€Å"fast-track† rooms for rapid medical evaluation. The concept â€Å"fast-track† is just what it means; fast service. The fast track rooms will be for treatment of acute illnesses such as stitches and nose bleeds, etc. The goal of the â€Å"fast-track† rooms will be to diagnose and treat the patients with minor injuries within an hour or less. However, by doing this will allow for acute treatments to be handled swiftly and more in depth cases to be handled accordingly. There will be multiple dedicated staff working in each area of the new ER. Finally, the last addition to complete the new renovation will be two new trauma rooms. This addition will allow for multiple serious cases to be treated and transported into the facility that might otherwise be treated elsewhere. Shorter wait times along with faster discharge ratios should definitely entice new patients to come to the facility and generate new revenue. Conclusion Emergency department are the busiest departments in a medical center. To cut back on wait time for patients a renovation needed to take place. With all the new addition to the emergency department patients wait time will be shorter and rapid discharge ratios will keep patients coming back. We all know the saying first impressions are everything and the same holds true with emergency departments.

Glucose Tap Water Essay

1. Monosaccharides and polysaccharides are two classes of Carbohydrates 2. Long chains of amino acids make up Proteins_ and contain the atom _Nitrogen which is unique to this macromolecule. 3. Fats like triacylglycerols are the macromolecule ___lipids_____. 4. You just reviewed type of carbohydrates. Glucose is a simple sugar called a monosaccharide , whereas starch contains compound carbon chains and is a polysaccharide . 5. Polysaccharides are formed by a dehydration synthesis reaction between monosaccharides. What does this mean? Water molecules are removed from the bond. 6. For each of the following tests, please circle which substance would give a positive result: a. Benedict’s test – glucose tap water oil (lipid)) starch protein b. Starch test – glucose tap water oil (lipid)) starch protein c. Sudan IV test – glucose tap water oil (lipid)) starch protein d. Biuret test – glucose tap water oil (lipid)) starch protein 7. All proteins contain carbon, hydrogen, oxygen and what other element? Nitrogen 8. When one glycerol molecule covalently bonds via dehydration synthesis with three fatty acid molecules the resulting macromolecule is called a __lipid_________. 9. What are the two general categories of carbohydrates? Starch and cellulose ID the test: Sudan IV, Benedict’s, Biuret, Starch 10. The cloudy, orange color that shows a positive result for the __Benedict’s____ test is due to simple sugars reducing cupric ions to cuprous ions which oxidize to form copper oxide. 11. If a solution contains macromolecules that test positive for the Biuret test, light refracts from copper-containing rings to produce a violet color. 12. The reagent used in the _Sudan IV__ test is soluble in lipid, but not in water. Adding ethanol to test solutions is necessary. Uses of Macromolecules 13. Explain the difference between lipids and carbohydrates with respect to energy use and storage. Lipids store energy as â€Å"backup energy† to be used when the carbohydrates are all burnt up. Carbohydrates are less complex and therefore easier to break down than lipids. The body stores lipids as fat cells were carbohydrates are stored as sugars. 14. Fully describe at least five uses of proteins in the body. -Motion of cells depends on proteins -They catalyze reactions in cells -Transportation of material in body fluids is dependent on protein. -They form receptors for sending signals throughout the body. -Proteins are stored in muscle tissues 15. Fully describe the differences between DNA and RNA. RNA is responsible for transporting genetic code from the nucleus to the ribosomes. DNA stores the genetic code so it does not travel and therefore can be safe in the nucleus. DNA contains the genetic instructions while RNA transports the proteins needed to create the genetic instructions. Without RNA there would not be any DNA.