Evaluate costa customers service approach through observation and a Assignment

Evaluate costa customers service approach through observation and a Mystery shop (report ) - Assignment Example The report outlines the â€Å"push and pull† theory as a method of addressing customer concerns; it further evaluates the validity of this approach in handling customer issues in modern day business environment that is getting increasingly competitive. This theory is applied in supporting my arguments that place customer care as a vital component of business processes. The relationship between good customer relationships and business success is explored with an aim of giving you the justifications for adopting a customer oriented strategy that contributes to overall business sustainability over time. Customer service training is vital in making the employees responsive to customer needs and in establishing it as part of the firm’s culture. If a firm owner wants to be successful in achieving the objectives set forth, then customer service is of paramount importance because positive responses increase client numbers. In Adam Smith’s basic theory of competition, he says that businesses need to be very involved in this initiative to satisfy individual customer needs. Clients treated in a humane way and in a respectful manner have a high chance of coming back to the premises. Costa Coffee is a business outlet in the hospitality industry; this is a highly competitive field with new shops opening at city corners every day (Brody, 2009)1. In order to remain competitive in this growing field, customer relationship building initiatives is therefore of vital importance to keep them coming. This is enhanced by offering them the best services at a reasonable cost and maintaining a feedback mechanism that ensures their specific needs are met. For instance, coffee is available in a variety of grades and types; we have the Arabica and Robusta coffee varieties which also have different tastes. Giving clients these brew options provides a one stop shop where different taste needs are met. We used

Arthurian and Grail Poetry Essay Example for Free

Arthurian and Grail Poetry Essay In 1871, Swinburne produced a new collection of poems which he entitled â€Å"Songs Before Sunrise†, which echoed a whole generation’s sentiments about Italy’s struggle for freedom. The poet’s stellar piece, â€Å"Hertha†, was yet another offering to the pagan altar upon which he worshipped. Hertha, the goddess of fertility, is written as the speaker of a dramatic monologue that aims to declare her superiority and immortality over the Christian God, a tactic Swinburne used to get the attention of the Victorian audience. He emphasizes, through Hertha, the significance and importance of Mother Nature over God, and provides line after line of physical representations of a â€Å"mother† that gives life and nourishment to her offspring, compared to a God who, in Swinburne’s logic, false and provisional. Also, by centering on the â€Å"body† of Hertha, Swinburne stays true to his established tradition of sensuality and passion. He ends the poem with Hertha saying â€Å"I am man†Ã¢â‚¬â€completing the ultimate pagan principle of man’s harmony and unity with nature. Swinburne’s most celebrated work, among his legendary pieces, is 1882’s â€Å"Tristram of Lyonesse†. A veritable triumph in the technical sense, the poem was skillfully written to feature long romantic couplets punctuated with a brilliant arrangement of vowel sounds, rhythm, and alliteration. Swinburne exposes his concept of passion masterfully in this tale of lovers who care for nothing else but their love, and would go to any length to keep the fire burning. Often referred to as Swinburne’s ode to the English dramatists, â€Å"Tristram† is, to this day, the most exemplary rendition of the English couplet. IV. Other Literary Accomplishments As much as Swinburne was known as an exceptional poet was his reputation as an excellent critic. From 1868, he managed to produce a number of volumes of literary criticism, with the best contained in Miscellanies and Essays and Studies. In this series, the genius and poetics of Swinburne are satisfyingly revealed and explored. He also published A Study of Shakespeare, in which he expressed his own great technical competencies and proficiencies in the areas of music and rhythm in poetry, by praising the iconic master of story, song, and technical excellence. It is quite apparent that Swinburne had intentionally limited his paganistic and atheistic principles to his poetry—the literary criticism that bears his name almost always stays firmly on the positive side, with nary a mention of technical or thematic shortcomings of the authors he discusses. With Swinburne’s passing in 1909, the Victorian society of England lost one of its greatest masters in lyric poetry, whose genius and brilliance were quite overflowing that he found it necessary to go against the tide, and stand by the least accepted constructs of society. V. Conclusion The question regarding Swinburne’s religious influences in his poetry has been clearly answered, and has validated the original logic proposed. There are indeed references to Christianity and traditional beliefs in almost all his poetry, which he strategically decided to use to disprove many of the paradigms established by the Church. With his declared propensity to explore the ideals of physical pain and pleasure, sexual passion, and excessive living, through a great deal of wit, sarcasm, and morbidity, the reading audience is left shocked and astonished way beyond their accepted levels. However, it takes one as talented as Swinburne to effectively realize the relationship between two opposing poles—Christianity and immorality—and use the commonalities to create an ideology that is all at once controversial and unacceptable, but also incredible and brilliant. Bibliography Apiryon, T. ‘Algernon Charles Swinburne’, The Hermetic Library, 1995, retrieved 12 July 2008 from http://www. hermetic. com/sabazius/swinburne. htm Bartleby, ‘The Rossettis, William Morries, Swinburne, and Others’. Bartleby. com, retrieved on 12 July 2008 from http://www. bartleby. com/223/0508. html Cymru, Gordd. ‘Arthurian and Grail Poetry’, Celtic Twilight, 2000, retireved 12 July 2008 from http://celtic-twilight. com/camelot/poetry/swinburne/index. htm Representative Poetry Online, ‘Selected Poetry of Algernon Charles Swinburne (1837- 1909), retrieved on 12 July 2008 from http://rpo. library. utoronto. ca/poet/319. html Sawhney, Paramvir, ‘Gestalt Paganism in AC Swinburne’s Hertha’ The Victorian Web, 2006, retrieved on 12 July 2008 from http://victorianweb. org/authors/swinburne/sawhney9. html Thomas, Edward, ‘A Modern Bacchant’, The New York Times, 29 December 1912.

Essay --

The Juvenile Justices System: How Does It Really Work For Our Girls? Girls become delinquent for many different reasons then boys based on biological, social and cultural differences in each gender. From hormones and brain development, to the child’s upbringing by families, to the way girls are expected to act in public compared to boys; a different set of circumstances exists for the reasons why girls become delinquent compared to boys. Siegel, (2007, p.174) explains this by stating. â€Å"There are indications that gender differences in socialization and development do exist and that they may have an effect on juvenile offending patterns.† Girls react differently to most situations, so it’s important to take gender into consideration when evaluating a youth’s past. For example, peer and romantic relationships often have opposite effects on young girls and boys. While boys are less likely to be involved in criminal activity when in a romantic relationship, girls tend to commit more offenses. Girls are also more likely to be afflicted with mental health disorders than boys, because of the numerous differences between male and female juvenile offenders, the ways that they need to be treated should be different as well. According to a study done by the Girls Justice Initiative, 89% of the 118 attorneys and 61% of the 97 judges interviewed across the county agree that girls in the juvenile justice system do not receive adequate services. This report offers best practices starting from how to communicate with girls when first enter to the juvenile justice system to how to best serve them after they leave in ord er to reduce recidivism rates and address the circumstances that led to their incarceration. (Bolton, 2012) Boys an... ... family time, have an open and honest communication line and never be afraid or embarrassed to seek out aid from professionals in your school, community and neighborhood. By doing some of these little things, you prevent the negative socialization that can lead to deviant behavior, at the same time you will model good behavior and keep those biological and psychological factors at bay so that you have time to deal with issues before they become real problems. As the current information exists, both boys and girls are racing towards delinquency faster and faster and though it may be a tie between the genders, the girls may be pulling in front of the boys. In any event, there are way too many participants in the race and we as parents and members of society need to help in reducing the number of racers in the sprint towards juvenile hall and ultimately adult prison. Essay -- The Juvenile Justices System: How Does It Really Work For Our Girls? Girls become delinquent for many different reasons then boys based on biological, social and cultural differences in each gender. From hormones and brain development, to the child’s upbringing by families, to the way girls are expected to act in public compared to boys; a different set of circumstances exists for the reasons why girls become delinquent compared to boys. Siegel, (2007, p.174) explains this by stating. â€Å"There are indications that gender differences in socialization and development do exist and that they may have an effect on juvenile offending patterns.† Girls react differently to most situations, so it’s important to take gender into consideration when evaluating a youth’s past. For example, peer and romantic relationships often have opposite effects on young girls and boys. While boys are less likely to be involved in criminal activity when in a romantic relationship, girls tend to commit more offenses. Girls are also more likely to be afflicted with mental health disorders than boys, because of the numerous differences between male and female juvenile offenders, the ways that they need to be treated should be different as well. According to a study done by the Girls Justice Initiative, 89% of the 118 attorneys and 61% of the 97 judges interviewed across the county agree that girls in the juvenile justice system do not receive adequate services. This report offers best practices starting from how to communicate with girls when first enter to the juvenile justice system to how to best serve them after they leave in ord er to reduce recidivism rates and address the circumstances that led to their incarceration. (Bolton, 2012) Boys an... ... family time, have an open and honest communication line and never be afraid or embarrassed to seek out aid from professionals in your school, community and neighborhood. By doing some of these little things, you prevent the negative socialization that can lead to deviant behavior, at the same time you will model good behavior and keep those biological and psychological factors at bay so that you have time to deal with issues before they become real problems. As the current information exists, both boys and girls are racing towards delinquency faster and faster and though it may be a tie between the genders, the girls may be pulling in front of the boys. In any event, there are way too many participants in the race and we as parents and members of society need to help in reducing the number of racers in the sprint towards juvenile hall and ultimately adult prison.

Hollywood moves influence in society Essay

Hollywood movies have had an important effect on cinema across the world since the early 20th century. Its history is sometimes separated into four main periods: the silent film era, classical Hollywood cinema, New Hollywood, and the contemporary period. Is clear that Hollywood movies have an impact and influence in society. From my point of view the Hollywood movies are not a bad influence to society. Most of these movies are made after books and we don’t say that books have a bad influence on us. The combinations of themes that have these movies are magnificent so we can’t say that because they have some violent movies the whole industry is bad. Also the movies that contain violence tell us that violence is not the right way of doing things. Almost every movie has his good teaching. Even that they have some of this kind of movies that people can understand are a bad influence from society these haven’t been proved. Movies should be taken as what they are not reality. Movies are just a way of entertainment. I personally think that Hollywood films can be positive as they offer different views and concepts to many people and in turn allow people to think over certain ideas and formulate their own ones. The main objective of these movies is entertainment. People choose the stars of these movies as a role model, and these movies became a part of or life. Also I don’t agree with the ideal of beauty the media does obviously show, but you can’t really blame them when is just the reality, these ideal is show not only in movies but everywhere. Hollywood produces are in fact a mixture of our life or of some of us. It is a mixture of biographies, love stories, dramas, science fiction, horror stories, action films and documentaries. If some people get bad habits from seeing these movies we can blame the movie because they are not maid to cause any problem.

Cerjugo SA

Per capita beer consumption in the country had been stable for many years. In order to find new opportunities for growth, Courage management decided to expand their product lines into juices. They recognized early on that the juice business was very different from that of beer. In beer, there was little competition and profit margins were high, close to 40 percent. The profit margins for juice would be much lower and there were a number of competitors but they felt they could create a competitive advantage by (1) sousing on â€Å"freshness,† I. E. All natural ingredients; (2) by leveraging their deep knowledge of their consumers; and (3) by capitalizing on an already strong retail customer base, which would triple as a result of adding juice products. The Organizational Structure The president of Courage is Manuel Preparer. He currently has three key executives reporting to him: Jose Gunman, Felid Razor, and Maria Santiago. Jose is the director of Production; Felid is the vice president of Sales, Marketing and Distribution; and Maria is the director of Finance and Administration. Each executive worked closely with Manuel and are involved in all major company decisions. The country is not named to protect the anonymity of the company on which this case is based. At the time of the expansion into juice, a new $50 million production facility was built across the street from the current juice plant. Organizationally, management assumed that the manufacturing, sales, and distribution of the new product lines could be fitted into the existing structure by adding new positions and employees. They added a production manager of juice manufacturing, juice production providers and employees, additional sales supervisors, and over 900 salespeople.Existing salespeople were trained to sell the new juice products in addition to the beer products that they were used to, and the sales compensation plan was modified so that a higher percentage of the pay would be variable based on total beer and juice revenues. We focus on Grouse's two main divisions: the production division and the sales, marketing, and distribution division. Until a few years ago, the executive team had worked very well together with few major difficulties. The Production Division: Jose GunmanJose Gunman, the director of production, has four senior managers reporting to him: Carols Mange, manager, beer manufacturing Dolores Abide, quality control manager; Antonio Ben, the production planning manager; and George Nevada, manager, juice manufacturing. Carols, Dolores, and Antonio have all been with Courage for the past 15 years. George was hired two years ago when Courage moved into the juice business. George is Harvard educated and had extensive experience in the juice business in North America before accepting Manual's offer to join Courage.The production division has a strict research with many layers of management. Front-line employees such as assemblers and maintenance staff rep ort to team leaders, who report to plant supervisors. Plant supervisors report to either Carols or George. The jobs in the production division are highly specialized. Formal procedures have been documented and all new employees go through extensive training so that quality standards, safety standards, and efficiencies are maintained. The Sales, Marketing and Distribution Division: Felid Razor Felid Razor, the vice president of Sales, Marketing and Distribution, has beenManual's second-in-command for many years. He is in charge of four departments, each headed up by a senior manager. These departments are distribution, trade marketing, market research, and sales. The sales department, which has 1400 employees, is further divided into urban sales and rural sales, and there are 13 rural sales managers reporting to the head of rural sales. Each sales representative serves a territory that usually consists of both licensed and non-licensed establishments. They supply retailers with produ ct information and storefront displays.They also offer discounts and promotions, where appropriate, in an attempt to win limited retailer shelf space. A partial organization chart is shown in Exhibit A. The Current Situation Manuel is very concerned since the forecasted sales and profit targets for the juice business have not been met for the second year in a row. Perceptions in the market are that Courage juice is not of a high quality, and consumers do not appear to be aware of the degree of â€Å"freshness† in the products. In addition, the sales force does not seem to fully understand the juice product attributes and tends to focus on selling beer rather than juice products.Turnover in the sales force has increased dramatically and there has been a great deal of in-fighting between Jose, Felid, and Maria. They always seem to be at opposing ends of an issue and Manuel has to make decisions that inevitably angers one or other of them. The last straw came yesterday when Manu el heard rumors that George Nevada, his Harvard-educated manager Of juice manufacturing, had received another job offer and was planning to resign. Last week, Manuel individually asked Felid and Jose to give him their suggestions for how to improve the juice business.Joke's response was as follows: â€Å"We need to continue to improve efficiencies, keep production and inventory costs to a minimum, and maintain a consistent and high-quality product. Have been doing this successfully for a very long time and I know that the most important success factors are to reduce changeover times on the bottling lines, keep my line capacities to a maximum, my inventory and storage costs down, and the shelf-life of my ingredients up. On the people side, the key to my success has been to have clear rules and work procedures o that we can keep errors and waste to a minimum.What need to do now is the following: (1) Replace the natural vitamin C extract with artificial ascorbic acid. This will increa se the shelf-life of the juices, which will increase its profitability. (2) Eliminate the mill packaging size. This will reduce the changeover times on the line and reduce our costs of production. † Felid's response was as follows: ‘We need to create more customer demand and strengthen our competitive advantage. I have been doing this for a very long time and I haven't let you down yet. We do not have enough variety in either our flavors or our bottle sizes.Juice retailers and consumers are different from Our beer customers. Our competitive advantage in this market is ‘freshness. ‘ That is our niche. What we need to do now is the following: (1 ) We currently have only two bottle sizes (mill and mill). We need to introduce mill and 1. ALL bottle sizes in order to be able to compete with the other players in the market. While these are unique sizes and packaging formats, they are essential to building the unique image of our brand. (2) We currently have only 12 juice flavors.

The Practice of Loving Kindness or Metta Defined

The Practice of Loving Kindness or Metta Defined Loving kindness is defined in English dictionaries as a feeling of benevolent affection. But in Buddhism, loving kindness (in Pali, Metta; in Sanskrit, Maitri) is thought of as a mental state or attitude, cultivated and maintained by practice. This cultivation of loving kindness is an essential part of Buddhism. The Theravadin scholar Acharya Buddharakkhita said of Metta, The Pali word metta is a multi-significant term meaning loving-kindness, friendliness, goodwill, benevolence, fellowship, amity, concord, inoffensiveness and non-violence. The Pali commentators define metta as the strong wish for the welfare and happiness of others (parahita-parasukha-kamana). ... True metta is devoid of self-interest. It evokes within a warm-hearted feeling of fellowship, sympathy and love, which grows boundless with practice and overcomes all social, religious, racial, political and economic barriers. Metta is indeed a universal, unselfish and all-embracing love. Metta often is paired with Karuna, compassion. They are not exactly the same, although the difference is subtle. The classic explanation is that Metta is a wish for all beings to be happy, and Karuna is a wish for all beings to be free from suffering. Wish is probably not the right word, though, because wishing seems passive. It might be more accurate to say directing ones attention or concern to the happiness or suffering of others. Developing loving kindness is essential to doing away with the self-clinging that binds us to suffering (dukkha). Metta is the antidote to selfishness, anger, and fear. Dont Be Nice One of the biggest misunderstandings people have about Buddhists is that Buddhists are always supposed to be nice. But, usually, niceness is only a social convention. Being nice often is about self-preservation and maintaining a sense of belonging in a group. We are nice because we want people to like us, or at least not get angry with us. Theres nothing wrong with being nice, most of the time, but its not the same thing as loving kindness. Remember, Metta is concerned with the genuine happiness of others. Sometimes when people are behaving badly, the last thing they need for their own happiness is someone politely enabling their destructive behavior. Sometimes people need to be told things they dont want to hear; sometimes they need to be shown that what they are doing is not okay. Cultivating Metta His Holiness the Dalai Lama is supposed to have said, This is my simple religion. There is no need for temples; no need for complicated philosophy. Our own brain, our own heart is our temple. The philosophy is kindness. Thats great, but remember that were talking about a guy who gets up at 3:30 a.m. to make time for meditation and prayers before breakfast. Simple isnt necessarily easy. Sometimes people new to Buddhism will hear about loving kindness, and think, No sweat. I can do that. And they wrap themselves in the persona of a lovingly kind person and go about being very, very nice. This lasts until the first encounter with a rude driver or surly store clerk. As long as your practice is about you being a nice person, you are just play-acting. This may seem paradoxical, but unselfishness begins by gaining insight into yourself and understanding the source of your ill will, irritations, and insensitivity. This takes us to the basics of Buddhist practice, beginning with the Four Noble Truths and the practice of the Eightfold Path. Metta Meditation The Buddhas best-known teaching on Metta is in the Metta Sutta, a sermon in the Sutta Pitaka. Scholars say the sutta (or sutra) presents three ways to practice Metta. The first is applying Metta to day-to-day conduct. The second is Metta meditation. The third is a commitment to embody Metta with full body and mind. The third practice grows from the first two. The several schools of Buddhism have developed several approaches to Metta meditation, often involving visualization or recitation. A common practice is to begin by offering Metta to oneself. Then (over a period of time) Metta is offered to someone in trouble. Then to a loved one, and so on, progressing to someone you dont know well, to someone you dislike, and eventually to all beings. Why begin with yourself? Buddhist teacher Sharon Salzberg said, To reteach a thing its loveliness is the nature of Metta. Through loving kindness, everyone and everything can flower again from within. Because so many of us struggle with doubts and self-loathing, we must not leave ourselves out. Flower from within, for yourself and for everyone.

School Crime Essays

School Crime Essays School Crime Essay School Crime Essay According to the National School Safety Center, the rate of violent school crime has dropped between 2003 and 2004.   The rate of violent crime victimization at school remained lower than the rate of victimization away from school.   Younger children were more likely to be victims of violent crime at school, while older students were more likely to be victims of violent crime away from school.   Although there was some movement in other crime statistics, those for fighting and drinking at school remained flat (National School Safety Center, 2006, p. 2).Some of these findings are also reflected by the findings of the Departments of Education and Justice between 2005 and 2006.   However, the second report indicates that an increase in homicides occurred between 2004 and 2005 over the figures reported between 2000 and 2001.   An average of 55 victimizations were reported per 1000 students during the 2004-2005 school year, with approximately one homicide or suicide school-age youth at school per 2 million students.   Regardless, these figures are still down from the same block of figures from the 1990s (Departments of Education and Justice, 2006, Executive Summary).The media, however, chooses to report school violence as if it is a steadily growing wave, with an increasing number of increasingly more violent occurrence every year.   Despite the steady decrease of the incidence of violent crimes in schools, the media chooses to report that violent crime remains a problem in schools, despite the use of safety devices such as metal detectors and despite the presence of security guards.   The media tends to focus on reporting the sensational occurrences and speculating on why so many Columbine-like shootings seem to be occurring, rather than reporting the actual decline in school homicides.   This presentation detracts from the efforts that have been made to correct the incidence of school violence.ReferencesDepartments of Educ ation and Justice.   (2006).   NSSC review of school safety research.   Retrieved March 31, 2007 from schoolsafety.us/pubfiles/school_crime_and_violence_statistics.pdfNational School Safety Center. (2006).   Indicators of school crime and safety: 2006. Retrieved March 31, 2007 from http://nces.ed.gov/programs/crimeindicators/index.asp