Flight 1420, A Preventable Disaster free essay sample

Flight 1420 was a disaster that taught the aviation community several important lessons. All the Seven Major Elements of Aviation safety can be seen as contributing factors but the greatest factor was human error and the impact of pilot fatigue. With proper preventative measures, the pilots probably would have had the time to arm the MD-82’s spoiler system and the flight would have touched down safely. On June 1st, 1999 American Airlines flight 1420 experienced a tragic accident that claimed many lives and made an impact on aviation worldwide. The event and it subsequent investigation shed light on issues and pressures airline pilots face and resulted in new technologies and new regulation that have made aviation safer for all pilots and passengers. Any aviation accident that results in the death of pilots or passengers is a tragedy but these accidents present lessons to be learned through investigation of the human factors, industry efforts and regulation and other factors of aviation safety. American Airlines Flight 1420 is an excellent example of James Reason’s Swiss Cheese Model of accident causation, whereby causal factors in an accident slowly slip by preventative measures until they compound into a preventable accident. A variety of contributable actions and conditions ultimately lined up to create the opportunity for a major accident to occur. The first action in the chain can be found in the flight plan from Dallas-Ft Worth International Airport to fly to Little Rock National Airport in between two converging storms, called a â€Å"bowling alley† by the flight dispatcher. The aircraft was on its final leg, on a multi-leg flight that started at Chicago O’Hare and the conclusion of a 3-day sequence for the flight crew. The plan to race the storm was not in violation of any company policy or Federal Aviation Regulation but could be deemed risky. The pilots were experienced Captain Richard Buschman and inexperienced First Officer Michael Origel, and both were willing to try and fly between the storms to reach Little Rock. At this point in time, the flight was already two hours delayed and the pilots were already under heavy pressure to make up lost time. (Singer, 2003) This could have hypothetically set the stage for future mistakes and reckless behavior to occur. Later in the event, the pilots would be faced with an extremely heavy workload and it could be assumed the anxiety only compounded on initial worries. As the flight progressed, and the aircraft approached its destination, the flight crew had some confusing interchanges with Little Rock Air Traffic Control (ATC). It became apparent that Little Rock ATC had inferior weather technology compared to the American Airlines McDonald Douglas MD-82 and the controller instructed the flight crew to make their own weather analysis based on the onboard weather radar. (Singer, 2003) Little Rock ATC was equipped with a monochromatic radar that inhibited the controller from noticing the strength and intensity of the approaching storm, enhanced technology could have enabled the controller to alert the aircrew (who may not have been as knowledgeable of weather systems) to the growing intensity of the weather. To compound an already stressful situation ATC also informed the inbound aircraft that surface winds were gusting up to 45 knots, this far exceeded the MD-82’s crosswind limitation of 25 knots. The crosswind limitations for the MD-82 also are specified for dry runways, Flight 1420 was going to be landing in a thunderstorm and crosswind capability on a wet runway is 15 knots. The aircrew decided that since the wind direction was 40 degrees from their vector for the runway and that the aircraft could safely land and the flight continued as planned. As the aircraft neared the airport the aircraft began sending pilot’s windshear warnings via the flight deck computer. The aircrew requested an alternate runway and diverged from the planned approach and requested an alternate landing on runway 4R, opposite of 22L (which was the planned runway). This was a wise decision as landing in a tailwind is one of the most precarious situations a pilot can face, but the added workload of developing a new landing pattern from scratch added one more layer of stress and pressure to the issues that had been mounting since Dallas Ft.Worth. The alternate runway pattern added an additional ten minutes to the pilot’s 2 hour delay. The pilot workload exponentially increased as the aircraft entered in a new pattern and began to have great difficulty establishing a visual fix on the airport. When asked if the aircraft was going to shoot an ILS approach or continue on visual the captain elected to remain on a visual approach. Afterward it can be guessed that Captain Buschman didn’t expect the storm to intensify even further as he neared the field. The aircrew lost sight of the field as the storm worsened and was given approach vectors by ATC. The flight deck voice recorder indicated there was confusion between the pilots and there was a disparity between what one pilot was observing as opposed to the other. (NTSB 2001) As the aircraft finally was lined up final approach the runway visibility dropped to less than 1 mile with a runway visual range of 3000 feet. The crew had a brief disagreement on whether to continue the landing and elected to attempt it. On approach wind were gusting at 45 knots. The aircrew was under immense pressure as the aircraft descended, running through landing checklist, countering the crosswinds and dealing with last-minute configuration changes. The aircrew then made the critical error; they did not arm the spoiler system or the automatic braking system. The spoilers on the MD-82 are designed to disrupt airflow over the wings and eliminate lift so that the weight of the aircraft transfers fully to the wheels. As the aircraft touched down at high speeds, the spoilers never deployed. The aircrafts wheels only supported 10% of the aircraft’s weight as it careened down the runway. (NTSB, 2001) The aircrew noticed that the aircraft was sliding and not losing airspeed, Captain Buschman immediately deployed full brakes. The brakes on the MD-82 would have engaged automatically but were never armed to do so, this isn’t wrong as it is an optional function and the Captain opted to not arm them. However the aircrew also expected the spoilers to deploy and crucial seconds were lost in the pilot’s reaction time. From the cockpit Captain Buschman’s words were â€Å"Were down, were sliding†. The reverse thrust was immediately applied, however too much was used, exceeding the aircrafts recommended pressure ratio. This also is not necessarily wrong as the MD-82 flight manual states that exceeding recommended reverse thrust is acceptable in the event of an emergency. However, the aircraft was still technically flying and the result was a total loss of control as the aircraft began yawing wildly. The aircraft slid of the end runway and slammed into a steel walkway. The walkway was part of  the landing system for runway 22L, most systems like this are designed to be â€Å"frangible†, meaning they will shear off easily after impact. This landing system however was on the slopes of the Arkansas River bed and was firmly rooted underground. Contact with this walkway broke the aircraft into 3 parts and ignited the fuel system; it also killed Captain Buschman instantly. Many passengers revived the crash; emergency services arrived promptly on the scene and began evacuating people from the crash site. Most of the passengers escaped the crash, however 10 were fatally injured. Among 139 passengers, 41 had serious injuries, 64 had minor injuries and 24 escaped unharmed. This qualifies the accident of Flight 1420 as a Fatal, Major Accident. The National Transportation Safety Board (NTSB) investigated the crash; its lead investigator was Gregory Feith. The NTSB set up a command center on site and spent 2 months in the field collecting data. The investigation was conclusive; some of the areas examined were the tire marks from the aircraft skidding which lent evidence that the aircraft was unable to slow down even with full braking pressure applied. Analysis from the flight computer showed the corrective actions the pilot attempted during the skidding; suggesting that the aircraft was still generating lift long after the aircraft had been grounded. Testimony from the passengers and evidence taken from metallurgist confirmed that the aircraft spoilers did not deploy in the entire course of the landing and crash. (Associated Press, 1999) The investigator also did widespread test on airframes similar to the MD-82 to determine if a spoiler malfunction could be found anywhere else in the industry, no compelling evidence was found to indicate the aircraft had a malfunction. The NTSB also tested the runway extensively for unserviceability and ability to transfer water, the runway was found to be serviceable. The classification for the crash was fatal as the pilot and 10 passengers suffered fatal injuries. In 2001, two years after the crash the NTSB finalized their report and listed the following as the probable cause; NTSB (2001) â€Å"The flight crew’s failure to discontinue the approach even when severe thunderstorms and their associated hazards to flight operations has moved into the area and the crew’s failure to ensure the spoilers extended after touchdown. There were numerous legal charges and lawsuits following the crash. In hearings afterward the co-pilot claimed to have called for an abandoned approach but no evidence could be found that supported his claim. (Lunsford 1999) The legal impacts encompassed both a domestic and international passengers. Air Traffic Control technology was an element in the disaster. Little Rock ATC was not equipped with advanced radar equipment that could determine the magnitude of storms. The Dallas Ft.  Worth Flight Dispatcher also did not have access to real time weather such as a Doppler Radar, and was unable to give the flight updated weather information. (NTSB, 2001) If the flight dispatcher or Little Rock ATC had been equipped with a greater weather system they would have been able to alert the crew of the sudden increase in storm intensity. The aircraft weather technology played a role as well. The MD-82 is equipped with windshear detection that functioned as it should, however such technologies did not sound alerts until the aircraft was in the middle of the adverse weather. The MD-82 is also equipped with advanced weather radar technology and the pilots could see the progression of the storm. However subsequent investigations show that the aircrew may not have had the training needed to interpret the radar effectively. (NTSB, 2001) Human Factors, such as stress and fatigue had a major role in Flight 1420’s accident. Industry-wide studies showed evidence that willingly flying into thunderstorms was a common practice. Studies were conducted that observed Dallas Ft. Worth airport during convective weather it was found that 2 out of 3 pilots would continue into a thunderstorm. The term â€Å"get-there-itis†, meaning a symptom of pilot recklessness when behind schedule was coined during the trials and became studied throughout the airline industry. American Airlines has since revamped its human resource policies to address rest and fatigue, the airline also incorporates new training modules designed to train aircrews to challenge each other en flight on action items (such as arming spoilers). During the crash investigation, a test was also conducted to show the aircrew’s likelihood of error related to their Time Since Awakening (TSA). As to be expected it was found that pilots begin to make errors exponential to their fatigue level. Captain Buschman and First Officer Origel had both been awake over thirteen hours, a critical TSA period in which pilots are 40% more likely to make critical errors. (NTSB, 2001) American Airlines changed many of their operating regulations and policies following the accident. One measure is a revised landing checklist to include arming spoilers, also it specifies it is the non-flying pilot’s duty to challenge all the action items on the checklist and it is the specific duty of the flying pilot to arm the spoilers. American Airlines also made changes to its go-around policy and explicitly states now that electing a go-around for diversion is reprise-free. The Flight Safety department of American Airlines also revamped its operational practices to focus more on identifying and tracking big-picture operational trends and revised thunderstorm procedures. A measure was also clarifying landing limits for pilots, especially in convective weather. Pilots of American Airlines also have weather radar familiarization and now carry a weather radar booklet during the flight. (NTSB 2001) The Massachusetts Institutes of Technology’s (MIT) study on the behavior of pilots flying into thunderstorms made large impact industry efforts as well as on safety data analysis. Not only was it observed that 2 out of 3 pilots will fly into a strong thunderstorm but that pilots were more likely to not accept a diversion the closer to the end-goal they got. The NTSB recommended a standard crew duty day be implemented to help pilots avoid the risk high-TSA flight time. (NTSB, 2001) If the trend of pilots flying into dangerous territory had been spotted earlier, airline management could have taken steps to change organizational culture to discourage â€Å"get-there-itis†. American Airline’s Safety Action Program shifted its focus to identifying similar trends and many airlines worldwide adopted related policies. It can be gathered that different methods of gathering safety data could have exposed this trend earlier. The events of flight 1420 forever changed the lives of the passengers, their families and the employees of American Airlines. (Harter, 2001) This incident had a wide-range of impacts on the aviation industry; many airlines became aware of the dangers of pressuring pilots to adhere to deadlines, and the reckless behavior that can result from it. Many airlines realized a training gap existed in pilot’s ability to interpret and make decisions based on weather radar. Also pilots learned that performing task in the cockpit should be the responsibility of all pilots involved, that even experienced and seasoned pilots can make great mistakes under duress. Hopefully the lessons learned have saved other lives somewhere in the world of aviation and hopefully the industry continues learn and improve from this tragedy.

Internet of Things (IOT)

Question: Discuss about theInternet of Things (IOT). Answer: Introduction: The organization is a small research and development company based out of Melbourne. The objective of the organization is to enable the customers with innovative IoT applications that are at par with the latest technology. These will ensure enhanced customer satisfaction with the ease of usability. Purpose The purpose of the document is to highlight two IoT applications that will be developed by the organization. It will also cover the data security and privacy issues that will be a part of the applications along with the impact of the same on the organization. IoT Applications Application 1 Healthcare is the basic service that is a necessary for one and all. Customers look for advanced applications and techniques and prefer the same over traditional practices in the world of Healthcare. IoT has the potential to introduce innovation in healthcare by developing an application that would promote consumer driven healthcare through digital transformation. The organization can develop an IoT application that would collect data from all the viable sources such as hospital rooms, laboratories, medical history of the patient, patient monitoring devices and likewise. This data can then be used to perform analytics to come up with medical reports and conclusions (Chamberlin, 2016). Tele-medication and remote patient monitoring will be the two major features that will be catered by the application to support remote healthcare. The application will enable the citizens of Melbourne along with the ones residing at other geographical locations to incorporate latest technology in the field of healthcare. Medical and healthcare professionals will also benefit from the same ("IoT multiplies risk of attack", 2015). The application will be usable locally as well as on the global platform owing to the requirement of healthcare services by people of all the age groups, communities and genders. Application 2 With the increase in population, it has become troublesome for the citizens of Melbourne to find a place for parking their vehicles. There are many who do not use their vehicle due the effort that is required in searching for a place to park. The problem will be overcome by the development of a smart parking system amalgamated with the IoT techniques. The application will largely benefit the organization as this is the major problem that is faced by a majority of people of Melbourne. The application will work by integrating the location and technology features and will list down the number and specific spot of empty parking slots in a specific area. It will enable the user to enter the location which he/she is visiting and will display all the available parking slots in the exact and nearby locations (Mehta, 2016). The solution will allow the application to be used in Melbourne along with other parts of the world as it will solely work on the GPS based location entered by the user. Data Security and Privacy Issues IoT applications open the path for a number of data security and privacy issues and the case is the same for the suggested applications that can be developed by the organization. Application one that has been recommended above deals with the healthcare information of the users which is extremely private and sensitive in nature. There are a number of risks and threats to this information as the application can allow the intruders to enter the system and gain unauthorized access to the information. The information that is transmitted from one source to the destination can be monitored and then misused. This will adversely affect the security and privacy of the information associated with a particular patient or a healthcare institution. There will also be a number of security vulnerabilities and attacks on the associated systems in the form of denial of service and distributed denial of service attacks (www.ftc.gov, 2016). There are also a number of data security and privacy issues that may emerge in case of the second application as well. The intruders may retrieve the information of the location of a particular user in an unauthorized manner which may appear as a critical risk (downloads.cloudsecurityalliance.org, 2016). The attackers may also target a particular vehicle by acquiring the parking information associated with the same and may attempt to cause damage to either the vehicle or the owner. Negative Impacts on the Organization There can be a few negative impacts on the organization that will be associated with the suggested IoT applications. If these applications are not correctly implemented, there will be issues in the promised features of the same. It will bring down the name of the organization in the market and will also lower down the trust and satisfaction among the customers. Also, if the attackers succeed in acquiring the healthcare information of the patients, there can be legal penalties and punishments issues for the organization. IoT is an area that is being researched by a number of different parties to come up with innovation quickly. There can also be scenarios wherein similar applications with more number of features are launched by the competitors which will bring down the market value of the organization (www.internet-of-things-research.eu, 2016). Conclusion IoT is an innovative concept that makes use of Internet and the appliances to enable the users to have automated systems installed in every single activity they perform. It integrates a number of devices and has emerged as one of the prime subjects of research and development in the present era (Narasimha Murthy Vijaya Kumar, 2015). The two applications that can be developed by the organization include healthcare application and an advanced parking system. Both of these applications will overcome the challenges that are faced by the users in the current situation. Recommendations IoT has a great potential in the field of healthcare and automated parking system. There can be a number of countermeasures that can be adopted to prevent the data security and privacy risks associated with these applications. Identity management is one of the prime security measure and the other is the access management through the use of strong passwords, One Time Passwords, Single Sign On/Off and likewise. There can also be malware and network controls that may be applied to make sure that the network and malware threats are avoided. References Chamberlin, B. (2016). Healthcare Internet of Things: 18 trends to watch in 2016. IBM Center for Applied Insights. Retrieved 19 August 2016, from https://ibmcai.com/2016/03/01/healthcare-internet-of-things-18-trends-to-watch-in-2016/ downloads.cloudsecurityalliance.org,. (2016). Security Guidance for Early Adopters of the Internet of Things (IoT). Retrieved 19 August 2016, from https://downloads.cloudsecurityalliance.org/whitepapers/Security_Guidance_for_Early_Adopters_of_the_Internet_of_Things.pdf IoT multiplies risk of attack. (2015). Network Security, 2015(5), 20. https://dx.doi.org/10.1016/s1353-4858(15)30041-6 Mehta, Y. (2016). 5 Great Internet of Things Startup Ideas - DZone IoT. dzone.com. Retrieved 19 August 2016, from https://dzone.com/articles/internet-of-things-iot-startup-ideas Narasimha Murthy, D. Vijaya Kumar, B. (2015). Internet of Things (IoT): Is IoT a Disruptive Technology or a Disruptive Business Model?. Indian Journal Of Marketing, 45(8), 18. https://dx.doi.org/10.17010/ijom/2015/v45/i8/79915 www.ftc.gov,. (2016). Internet of things Privacy Security in a Connected World. Retrieved 19 August 2016, from https://www.ftc.gov/system/files/documents/reports/federal-trade-commission-staff-report-november-2013-workshop-entitled-internet-things-privacy/150127iotrpt.pdf www.internet-of-things-research.eu,. (2016). IoT Governance, Privacy and Security Issues. Retrieved 19 August 2016, from https://www.internet-of-things-research.eu/pdf/IERC_Position_Paper_IoT_Governance_Privacy_Security_Final.pdf

Project Sustainability Management

Introduction The purpose of this paper is to carry out an environmental assessment for a new project and identify both the positive and the negative factors that will determine the sustainability of the project.Advertising We will write a custom critical writing sample on Project Sustainability Management specifically for you for only $16.05 $11/page Learn More The environment consists of forces within the organization and others outside the organization which the management has little or no control over. Therefore organization must creatively adapt to both these forces and compete in the circumstances that the environment dictates. The main environmental factors are corporate, political, social, technical, economic and legal factors. A symbiotic relationship between the project and the environment exists which implies that the output of one is the input of the other and vice versa and this occurs in an almost cyclical pattern. This also means that they depend on each other for survival. The long term sustainability of each is inextricably linked to the survival of the other. It is for that reason that care must be taken by those planning the project to ensure that the environment is preserved in order to guarantee the continuity of the project. Because the environment is dynamic the project managers must keep monitoring it during the project life cycle and adjust the organization accordingly. To achieve long term sustainability of the project a holistic approach during planning is required where all environmental factors are considered and continuous dialogue and engagement of all stakeholders undertaken during the life of the project in order to achieve long term success. Background of the Study Each year, millions of dollars are invested in new projects that are later abandoned or whose desired outcomes are not achieved (Khan, 2000). This results in increased indebtedness, unrealized gains from the expenditure or lower rate of g ain from the expenditure than expected.Advertising Looking for critical writing on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More In other instances, projects have to be scaled up or down from original plans at huge additional costs to investors. It is because of this that the field of sustainability management is gaining popularity in management today. Sustainability is the ability of a project to maintain its â€Å"operations and to effectively and economically continue the provision of services and benefits during its life time† (Khan, 2000; USAID, 1988). It is concerned with both the continuity as well as the impact of the project on the environment (Nepal, 1994). The World Bank defines sustainability as the ability of a project to maintain an acceptable level of benefit flow throughout its economic life (cited in Bamberger and Cheema, 1990). Sustainability management is concerned with the impact of an enterpr ise’s activities on the environment because it will in turn affect the long term viability of the firm’s activities (UnitedNations, 1987). Companies are encouraged to safeguard their long term commercial interests through responsible use of the environment and its resources. This calls for a shift from profit maximization goal to a balance between the economic, ecological and social interests in business (Tshopp, 2003). The integral components of a sustainable project include; continued operations and maintenance of project facilities, continued flow of benefits to the target groups, continued participation of stakeholders, equitable sharing and distribution of project’s benefits, institutional instability as well as environmental preservation (Khan, 2000; Nepal, 1994; USAID, 1988). The threats to sustainability can be simple or complex and they vary from sector to sector, they can be internal or caused by the macro environment (Nepal, 1994). They can be identif ied and rectified at the planning stage or may require constant monitoring of the operating environment and adjustments during the project’s life (Khan, 2000).Advertising We will write a custom critical writing sample on Project Sustainability Management specifically for you for only $16.05 $11/page Learn More The environmental contexts within which a project is to be established and operates in exert significant influence on it and can determine how the project is executed and its level of success (Ferrell and Hartline, 2011). This paper seeks to identify the environmental forces that will affect and influence the establishment of a new centralized call centre project planned by the Standard Chartered Bank. It is hoped that by doing so the management will be better informed in identify changes in the environment and adapt the project to fit those changes thus, enhancing the sustainability and the chances of overall success of the project. Propos ed Standard Chartered Centralized Call Centre The call centre will be the office where all the companies in bound calls will be received and outbound calls made. It will consist of customer service, sales as well as technical support staff. The inbound calls role will be to provide assistance to customers on a 24 hour basis on queries regarding their accounts, information about account balances, assist in loans payments, funds transfers, general customer’s inquiries and resolve any issues that fall within this docket. The outbound calls’ will be used to undertake surveys for the bank as well as in telemarketing of bank’s products. Previously, the customer care services have been dispersed within the bank and in its branch network. However new advances in call centre technology indicates that a centralized call centre is more efficient and effective. The advantages of a centralized call centre includes close, constant monitoring and training of staff to enhance q uality of service, utilization of advanced technology such as automatic call distribution and automated call response technologies that enhance customers’ experience. A centralized call centre will also allow the bank to quickly adjust staffing to match volume. It will also be cheaper to operate than a dispersed model which the company has been operating; this is because a major telecommunication setup will be installed once as opposed to small installations in multiple locations as is presently the case.Advertising Looking for critical writing on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More A centralized and specialized call centre is expected to greatly enhance the Company’s performance and image in the long run as the call centre evolves and becomes more efficient and skilled in assisting customers. It is expected to play a key role in the future as fewer customers are expected to come to banking hall as more banking transactions are carried out through the internet and mobile. Sustainability Analysis of the Project’s Environmental Context Sustainability analysis is the rigorous testing before the implementation of a project to identify and plan for any factors that are likely to impact positively or negatively on the sustained delivery of the project. This includes the analysis of the key aspects of the micro and macro environment. Corporate Environment This is also called the internal environment and is composed of elements within the organization that determines its ability to achieve its goals (Ferrell and Hartline, 2011). It includes employees, man agement, organization culture and management philosophy. The organization’s vision, mission, objectives and policies of the organization are the strongest internal factors shaping the bank’s new project (Berkowitz, Frederick, Roger, Steven, William, 1998). This is because they define the strategic direction of the organization as they determine which business activities the bank will engage in, the market sectors it operates in and how it achieves these objective and goals. Therefore any new plan or project must be consistent with these factors. The resources of the organization will determine the size of the project, and its long term success; these resources include financial, entrepreneurial, human resources as well as the infrastructure (Peter and Donnelly, 2006). The financial endowment of the bank will determine the size of the new project, the level of technology to be acquired, the size and quality of human resources to be recruited amongst others. More importa ntly, the continued allocation of adequate resources in the future is critical to sustainable operations of the call centre. The top management of the bank is the most instrumental to the success of this project. These are the people who set forth the goals and objectives of the new project and allocate resources for its implementation. They are important because they define the structure, size and nature of work to be carried out by the new call centre. The skills and knowledge of the existing employees will play a key role in the design, and implementation of the new call centre. Their resistance to this project could very well derail its success but their support and contribution of skills, knowledge, opinions and ideas will contribute to its success. The organization culture will determine how effective the new project will be and its long term viability (Peter and Donnelly). Thus, a determined result driven organizational culture is more likely to foster the long term success o f the project. The top management philosophy of work will define how the call centre will work and is likely to have a long term impact on its future (Jain, 2004). Some managers believe that employees like to work so that they can give their employees freedom to do what they want, others on the contrary believe that employees have to be forced to work therefore they institute strict supervisory rules at work. A strict supervisory regime is likely to lead to work dissatisfaction and higher rate of turnover and vice versa. The organizational structure will determine how the new department fit in, who they report to and their significance and the role they will play in the organization. It will also define the long term position of the call centre in the organization’s strategy. A prominent position in the structure guarantees sustainability whereas an obscure position may indicate a short term project life. Political Environment This relates to the government’s policy on business (Ferrell and Hartline, 2011). It describes the attitude of government to private ownership and business and the level of government participation in business activities. Political environment is also concerned with government assistance provided to businesses such as subsidies, policy and advisory assistance (Ferrell and Hartline, 2011). It also includes the government stimulation of certain sectors of the economy to promote the production of particular products and the regulation of others through taxes and policy instruments (Berkowitz et al, 1998). Political stability of a country is very important for business continuity (Hill and Jain, 2005). This is because political instability can destroy the assets of the bank and affect the customers’ ability to buy the banks products and services thus indirectly affecting the banks operations. The call centre activities will strongly be influenced by government activities because government laws and regulations can make a business’ operations legal or illegal. Government’s engagement in political or economic federation such as the EU, NAFTA, ASEAN, among others can affect the operations of the bank and the call centre because foreign banks might gain preferential access of the local market and threaten the bank’s profitability and survival (Hill and Jain, 2005). Finally, government activities also determine exchange rate, nature and intensity of international trade, tax policies amongst others and these may present opportunities or threats to the bank’s long term viability (Peter and Donnelly, 2006). Economic Environment This is defined as the â€Å"totality of economic factors such as employment, income, inflation, interest rates, productivity and wealth that influence the buying behavior of consumers and firms† (Hartline and Ferrell, 2011). The economic conditions of a country as well as of the world will directly and indirectly affect the operations of the call centre. These aspects of the economy include: – High level of interests which deter investments because they increase the cost of borrowing and doing business (Jain, 2004). If the rate of interest is high then the level of funds available to the bank to establish the call centre or maintain its operations will be low; low levels of interest on the other hand stimulate investments. Taxation laws can foster or hinder business activities (Jain, 2004). Taxation can be general or specific. If taxes on capital investments are low this can foster the call center operations and vice versa. Taxation can also boost or hinder demand of banking services and products thus determining the volume of business that the call centre undertakes (Jain, 2004). The rate of economic growth is another economic factor that will impact on the call centre activities; when the economy is growing, the level of demand for products and services increases proportionally (Jain, 2004). When the economic growth is weak or negative, the demand for banking services is low. Thus, sustainable economic growth will result in sustained call centre growth. The level of inflation is another factor that will determine the establishment and its long term success of the call centre. High level of inflation decreases the absolute wealth of citizens (Jain, 2004) and thus reduces the demand for banking service and vice versa. Other aspects of the economic environment that will affect and determine sustainability include exchange rate trends, unemployment rate and the stock market index. A strong exchange rate favors imports whereas a weak rate favors exports; thus, if the country is a net exporter it is likely to benefit from a low currency whereas if it is an importer it will prefer a strong currency. A higher rate of employment increases the market size for the bank and a strong market index indicate strong economy and this is likely to increase the demand for the banks product and service in general (Jain, 2004). Social Environmental This refers to the changes in social trends as well as the characteristics of the population (Ferrell and Hartline, 2011). The demographic characteristics of the market such as age, gender, education, religion, income distribution, and spatial distribution will influence the nature of activities of the call centre (Ferrell and Hartline, 2011). For instance, if majority of the population is old, the services provided by the bank will be pension and consumption related; if they are young, the services they will require from the bank will be investment oriented. The level of users’ education will determine the ease with which people can access information from the call centre through their phones or internet. Religion also plays a very strong role in the beliefs of people, their behaviors and their attitude towards work. There are also taboos and beliefs that may benefit or hinder the demand for the call centre services. For example some Islami c cultures forbid women from working which will impact on the gender of workers as well as reduce the total number of customers. Usability and revision issues (Technological Environment) It is concerned with new technologies, products and processes. New technologies such as internet and mobile have brought about new products and services such as real time services and online banking (Kotler and Armstrong, 2006). This has not only opened new frontiers in provision of financial services but also redefined how business is done. New products such as paperless payments systems, international payments have increased the complexity of doing business. These developments are likely to increase the demand for call centre services as customers are in a position of constantly access banking services, products and information without physically going to the bank. The need for speed in transaction also favors call centers over physical banking and the general effect of technology on business is t hat through innovation, there is a host of new improved services and products the result is that the cost is low while the quality has improved significantly. The challenge of technology is the rapid obsolescence of products and services which shorten the product life cycle drastically meaning the sustainability of the call centre can be rendered useless by new technology. Ecological Environment These relate to the climate, weather and the physical environment which broadly define the economic activity that is carried out in an area (Reed, 2006). Changes in the climate such as the global warming phenomena are serious because they threaten to destroy fragile ecosystems as well as economic systems upon which human beings depend on. It also threatens the world with poverty, hunger and extinction. Another aspect of ecology is pollution management, preservation of flora and fauna as well as cultural heritage. The challenge of the ecology is for companies to get involved in environmental preservation to mitigate the effect of ecological change. Legal Environment This refers to the laws that govern the conduct of business in a country (Ferrell and Hartline, 2011); they have a direct impact on the operation of the call centre. They include, anti discrimination laws that forbid the discrimination of persons on the basis of their age, gender, physical ability or disability (Ferrell and Hartline, 2011). Other important laws include consumer protection laws, ownership laws, banking laws, employment laws, health and safety laws, competition laws amongst others. All these laws have to be adhered to and they explicitly state what can be done or not. Compliance to these laws impact on the firms operation costs (Reed, 2006). They can also determine the demand of a company’s product and influence decisions on who gets employed (Kotler and Armstrong, 2010). All the activities of the call centers are actually guided by the laws of the country and must be adhered to. Conclu sion The environment in which a new project or venture is to be implemented can hinder or facilitate the sustainability of a new project. Thus there is need to fully consider each and every aspect of the environment and the likely effect on the sustainability of the project before implementation. In order to ensure continuity a long term view of profitability should be adopted as opposed to a short term profit maximization goal (Kotler and Armstrong, 2010). The most important factor in sustainability management is continuous environmental scanning so that emergent changes are identified and responded to (Ghemawat, 1986). This is because the environmental variable may be favorable today but a change in key variables may make it very untenable for business to prosper in future. Changes can be abrupt and are not easily predictable (Reed, 2006); companies should therefore identify which factors are critical to their survival and keep a constant eye on them (Cravens and Piercy, 2006). Co mpanies should also engage in constant dialogue with all stakeholders of a project such as employees, customers, suppliers, investors, government, interest groups and publics because they are part of the environment and also because and any changes and solutions often require their collaboration (Nepal, 1994). References Bamberger, M. Cheema, S. 1990. Case studies of project sustainability: Implications  for policy and operations from Asian experience. Washington, DC: The World Bank. Berkowitz, E, Frederick C, Roger K, Steven H, William, R. 1998. Marketing. Toronto: McGraw-Hill. Cravens, D.W., Piercy, N.F. 2006. Strategic Marketing. Sydney: Irwin. Ferrell, O.C. Hartline, D. M. 2011. Marketing Strategy 5th edition. Ohio: South- Western. Ghemawat, P. 1986. Sustainable Advantage, Harvard Business Review, 64: Pp 53-58. Hill, C.W. Jain, K. 2005. International Business: Competing in the Global  Marketplace. New Delhi: Tata McGraw-Hill. Jain, S. 2004. Marketing: Planning and Strat egy.. Singapore: Thomson. Kotler, P. Armstrong, G. 2010. Principles of Marketing. New Jersey: Pearson Education. Khan, A. 2000. Planning for and Monitoring of Project Sustainability: A Guideline on  Concepts, Issues and Tools. Web. Nepal, R. 1994. Auditing project sustainability. Web. Peter, J.P. and Donnelly, J.H. 2006. A Preface to Marketing Management. Sydney: Irwin. Reed, P. 2006. Strategic Marketing Planning. Victoria: Thomson. Tschopp, D. 2003. It’s Time for Triple Bottom Line Reporting The CPA Journal. Web. UnitedNations. 1987. Report of the World Commission on Environment and  Development: Our Common Future. New York: U.N. USAID.org. 1988. Sustainability of Development programs: A compendium of donor  experience. Washington, DC: USAID. This critical writing on Project Sustainability Management was written and submitted by user Wayne L. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

6 Skills You Need to Become a Call Center Representative

6 Skills You Need to Become a Call Center Representative A call center representative serves customers, first and foremost. Some job responsibilities include: answering inquiries, determining requirements, fulfilling requests, resolving problems, troubleshooting, and maintaining databases. They will most often spend the bulk of their time clarifying- either the position of the company or the parameters of the problem the customer is experiencing. Sometimes they will have an opportunity to put sales skills in action- upselling accounts, or adding features to maximize the customer’s experience. And they are responsible for representing the company and bolstering its reputation among its customers and in the world- primarily by providing excellent, detailed, and attentive customer service.Now, how to become one! Here are the top skills you’ll need to market yourself successfully for a call center representative position.1. RetentionYou may have the ability to look stuff up. But for this job, you’ll need to have the abilit y to retain what you read and learn and hear. You’ll need to memorize a vast amount of information about your company, as well as typical solutions and how to implement them. And you’ll want to be able to hear the customer’s situation once without getting confused. The goal is never having to be corrected when talking a customer through a problem because you didn’t remember the details of their predicament. You also need to know when you can’t resolve an issue on your own- and who to refer your customer to instead.2. Attention to DetailYou need this in almost every job, but it’s particularly important at a call center. You’ll be fielding a lot of the same questions every day, so you’ll want to keep an ear out for nuance and make sure you’re still giving each situation unique attention. Make sure to tick all of the possible boxes so your customer feels you truly listened to the question and solved whatever needed to be so lved.3. Flexibility/FriendlinessYou’ll have to interact with a lot of different people. Some of them will be unbearably challenging. You need to be able to be effective and considerate even when the person you are speaking with is not returning the favor. Try to treat each new customer with a new and friendly stance. And try not to let the erratic (and often long) hours make you too frustrated to perform.4. Grace Under FireA good call center rep is never flustered, even when fielding a number of irate calls and having to balance a billion little tasks. Keep your cool with the chatty person who won’t get off the phone, as well as with the terse and grumpy one. Just do your job and try to score a positive outcome and you’ll do fine.5. SpeedNeither you nor the customer has enough time to waste on this call. Make sure you know what you’re doing well enough to be efficient, even fast. Both you and your customers will thank you.6. CreativityRemember, each custo mer and situation are different. Finding a workable solution can be tough- especially if your hands are tied with company policy. Being able and willing to think on your feet to treat each customer with the respect they deserve might just mean you keep customers coming back- and that makes you look extra good during reviews.

Learn What a Verb Is and See Examples in English

Learn What a Verb Is and See Examples in English A verb is the part of speech (or word class) that describes an action or occurrence or indicates a state of being. Verbs and verb phrases usually function as predicates. Verbs can display differences in tense, mood, aspect, number, person, and voice. There are two main classes of verbs:  lexical verbs  (also known as  main verbs), which arent dependent on other verbs, and  auxiliary verbs  (also called  helping verbs). As with lexical versus auxiliary verbs, many types of verbs come in opposites, as explained below. Lexical vs. Auxiliary Lexical verbs- also called  full verbs- convey the  semantic (or lexical) meaning  in a  sentence, such as: It rained last night.I  ran  fast.I  ate  the entire hamburger. The great majority of verbs in English are lexical verbs. An auxiliary verb, by contrast, determines the mood or tense of another verb in a phrase, for example: It will rain tonight. In this sentence, the verb will  helps the verb rain by pointing to the future. In English, the auxiliary verbs are: Is, am, are, was, wereBe, being, beenHas,  have,  hadDo, does, didWill, shall, should, wouldCan, couldMay, might, must Dynamic  vs.  Stative A  dynamic verb  is used primarily to indicate an action, process, or sensation as opposed to a state, such as: I bought a new guitar.   It is also called an  action or event verb. There are three major types of dynamic verbs: Accomplishment verbs: expressing action that has a logical endpointAchievement verbs: expressing action that occurs instantaneouslyActivity verbs: expressing action that can go on for an indefinite period of time A stative verb- such as  be, have, know, like, own, seem, prefer,  understand,  belong, doubt,  and hate- describes a state, situation, or condition, as in: Now I own a Gibson Explorer.We  are  what we  believe  we  are. A  stative verb  primarily describes a state or situation as opposed to an action or process. It can be a mental or emotional state as well as a physical state of being. The situations are unchanging while they last and can continue for a long or indefinite time period.  These words are also known as a  state verbs  or a  static verbs. Finite  vs.  Nonfinite A finite verb expresses tense and can occur on its own in a main  clause, as in: She walked to school. A finite verb shows  agreement  with a  subject  and is marked for  tense. If there is just one verb in a  sentence, that  verb is finite. Put another way, a finite verb  can stand by itself in a sentence.   Nonfinite verbs, meanwhile, are not marked for tense and do no show agreement with a subject. A  nonfinite verb  (an  infinitive  or  participle) doesnt show a distinction in tense and can occur on its own only in a  dependent  phrase or clause, as in: While  walking  to school, she spotted a bluejay. The main difference between finite and nonfinite verbs is that the former can act as the root of an independent clause, or full sentence, while the latter cannot.  For example: The man  runs  to the store to  get  a gallon of milk. The word runs  is a finite verb because it agrees with the subject (man) and because it marks the tense (present tense). The word  get is a nonfinite verb because it does not agree with the subject or mark the tense. Rather, it is an infinitive and depends on the main (finite) verb runs.   Regular  vs.  Irregular A regular verb forms its verb tenses, especially the  past tense  and  past participle, by adding one in the set of generally accepted standardized suffixes. Regular verbs are conjugated by adding -d, -ed, -ing, or -s to its base form, unlike irregular verbs which have special rules for conjugation. The majority of English verbs are regular. These are the principal parts of regular verbs: The  base form: the  dictionary  term for a word like walkThe -s form: used in the singular third person, present tense  like walksThe -ed form: used in the past tense and past participle  like walkedThe -ing form: used in the present participle  like walking Regular verbs are predictable and always function the same regardless of speaker. An irregular verb  does not follow the usual rules for verb forms. Verbs in English are irregular if they dont have the  conventional -ed ending (such as asked or ended) in the past tense and/or past participle forms.   Transitive  vs.  Intransitive A  transitive verb  takes an  object  (a  direct object  and sometimes also an  indirect object):   She sells seashells. An intransitive verb doesnt take a direct object: She sat there quietly. This distinction is especially tricky because many verbs have both transitive and intransitive functions, depending on how they are used. The verb  break, for instance, sometimes takes a direct object (Rihanna breaks my heart) and sometimes does not (When I hear your name, my heart breaks). Phrasal  vs.  Prepositional A  phrasal verb  is a  type of  compound  verb  made up of a  verb  (usually one of action or movement) and a  prepositional adverb- also known as an adverbial  particle. Phrasal verbs are sometimes called  two-part verbs  (take off  and  leave out) or  three-part verbs  (look up to  and  look down on). There are hundreds of phrasal verbs in English, many of them (such as  tear off, run out [of],  and  pull through) with multiple meanings. Linguist  Angela Downing points out in English Grammar: A University Course that phrasal verbs are one of the most distinctive features of  present-day informal English, both in their abundance and in their productivity. Phrasal verbs often appear in  idioms. A  prepositional verb, by contrast,  is an  idiomatic  expression that combines a  verb  and a  preposition  to make a new verb with a distinct meaning. Some examples of prepositional verbs in English  are  care  for, long for, apply for, approve of, add to, resort to, result in, count on,  and  deal with. The preposition in a prepositional verb is generally followed by a  noun  or  pronoun, and thus prepositional verbs are  transitive. Other Types of Verbs Since verbs describe all action or indicate all states of being in English, its not surprising that there are other types of verbs, which are important to know. Catenative:  A  catenative verb  can link with other verbs to form a chain or series. Examples include  ask,  keep, promise, help,  want,  and  seem. Causative:  A causative verb  is used to indicate that some person or thing makess of causative verbs  include make, cause, allow, help, have, enable, keep, hold, let, force, and require, which can also be referred to as causal verbs or simply causatives. Compound:  A  compound verb  is made up of two or more  words  that function as a single  verb. Conventionally, verb compounds are written as either one word (housesit) or two words joined with a hyphen (water-proof). Copular:  A  copular  verb is a specific type of linking verb that joins the  subject  of a  sentence  or  clause  to a subject  complement. For example, the word  is  functions as a copular verb in the sentences, Jane  is  my friend and Jane  is  friendly. Iterative:  An  iterative verb  indicates that an action is (or was) repeated, such as, Philip  was kicking  his sister. Linking:  A linking verb is a traditional term for a type of  verb  (such as a form of  be  or  seem) that joins the  subject  of a sentence to a word or phrase that  tells something about the subject. For example,  is  functions as a linking verb in the sentence: The boss  is  unhappy. Mental-state:  A  mental-state verb  is a  verb  with a  meaning  related to understanding, discovering, planning, or deciding. Mental-state verbs refer to cognitive states that are generally unavailable for outside evaluation. For example: Toms teaching ability is  known by  all his colleagues. Performative:  A  performative verb  conveys the kind of  speech act  being performed- such as  promise, invite, apologize,  predict, vow, request, warn, insist,  and  forbid. It is also known as  speech-act verb  or  performative utterance.   Prepositional:  A  prepositional verb  is an  idiomatic  expression that combines a  verb  and a  preposition  to make a new verb with a distinct meaning. Some examples  are  care for, long for, apply for, approve of, add to, resort to, result in, count on,  and  deal with. Reporting:  A  reporting verb  (such as  say, tell, believe, reply, respond,  or  ask) is used to indicate that  discourse  is being  quoted  or  paraphrased, such as:  I highly  recommend  that you get a better lawyer. It is also called a  communication verb.

Education Curriculum and Standards Reflection Essay

Education Curriculum and Standards Reflection - Essay Example While observing the two teachers featured in the conversation, a feeling of negativity seeped through. The falling standards in education are definitely a concern for teachers across the globe. â€Å"Teachers identified a problem in achievement connected to discourse practices in their classrooms and designed instructional changes to address the problem† (Weiner 42). The governments are more concerned with the upliftment of the downtrodden and the underprivileged thereby ignoring the aspirations of the deserving students. The curriculum is outdated and also not being periodically assessed for its utility in today’s changing world. The value systems of students are also declining due to various reasons like parental negligence, absence of elders in the nuclear family setup, influence of mass media, etc. All these factors are present in our society and the younger generation is completely caught in this tangled web but there is a light at the end of the tunnel. There are theories that can be used to improve skills of the students and prepare them to face the challenges of life after institutional learning. Several researchers identify a list of five learning domains, and these are considered to be integral to the development of students irrespective of their cultural differences. The first domain is the cognitive domain. This involves the thinking process and various tests have been designed to test and assess this domain. It involves the ability of students to analyze, think reasonably as well in the abstract. Besides, it also envisages visualization, comprehension and communication which are essential in the learning process. The second domain is the affective domain which mainly involves the feelings of students. This would mean the awareness and understanding displayed by the student and also how emotions are managed at times of stress, etc. The third domain is the spiritual domain. As the name suggests it has got to do with the perception of God or any other faith because such beliefs can become a guiding factor when a student undertakes any difficult task. Students draw inspirati on from a wide range of sources that energize them and activate their thoughts such as nature. They may also draw such inspiration from processes such meditation and prayers. The fourth domain is the physical domain. This is directly related to the fitness level of students. A strong and healthy body will definitely support a healthy mind and thus physical domain is a very important domain in education. The fifth and final domain is called the conative domain. This has to do with motivation. Whatever subject you learn, if the interest of the pupil cannot be sustained, the outcome will be negative. In order to counter such an outcome, it is absolutely essential to ensure the there is a strong motivation to learn. After careful examination of these domains, it is clear that an amalgamation of all these domains is the need of the hour and all educators should strive to incorporate these domains in the everyday teaching process. â€Å"As social and political changes alter the face of p ublic education, it becomes increasingly important that all educators scrutinize and challenge tacit assumptions† (Weiner 44). Children sometimes learn very fast and on other occasions very slowly and they tend to transform from a simple to a complex human being and also infer concepts from general to specific

OPINION LETTER Essay Example | Topics and Well Written Essays - 750 words

OPINION LETTER - Essay Example Employers respond to the employees postings on Facebook with the threat of work termination but they have to evaluate whether they are breaking the law or not by firing a worker because of the utilization of social media. In response, worker who have been fired because of the use of social media have filed complaints with the NLRB arguing that they have been relieved of their jobs due to the utilization of social media especially Facebook. Other workers argue that the organizations have put in place policies that aim to frustrate their personal freedom of expression. The report from NLRB reveals that majority of Facebook users do not consider possible outcomes before they make any inflammatory posting on the site and their remarks about a certain attract much attention than they had expected. Employers on their part are firing workers who post inflammatory statements on Facebook on grounds that they are tarnishing the firm’s name with their irrational remarks or in simple manner, acting unprofessionally on social media sites. However, what they fail to understand is that employees or workers ramblings might be guarded by labor policies. A good case study about Facebook firings is the case concerning the medical technician. Souza Dawnmarie remarked on Facebook in 2010 how she liked how the firm permits a 17 to become a manager. In this case, she was referring to her employer at the head office in Hartford. The company (AMR) though the use of number 17 meant psychiatric patients. The case was in December 2009. The case was Souza v AMR firm. Despite the fact that Souza commented from the confines of her individual computer during after work hours, she was later fired for allegedly making inflammatory remarks about the company’s boss. She filed the case to NLRB and in February 2011, informed AMR firm that its laws hindering workers from making negative remarks on social