The Importance of Empowerment in Customer Service Management

The Importance of Empowerment in Customer Service Management Introduction The term empowerment refers to the process of providing more authority to the employees of an organization. It means to place authority and power on the employees to make operational decisions. Empowering the staff of an organization is an enormous motivation strategy.Advertising We will write a custom article sample on The Importance of Empowerment in Customer Service Management specifically for you for only $16.05 $11/page Learn More This is because employees perceive empowerment as their own personal contributions, resourcefulness, and efforts in the enhancement and the attainment of the organizational goals. It can be described as the process of nurturing the skills, desire, power, and tools that an employee requires to serve the clients of the organization. This essay explores the significance of empowerment in customer service management. The Impact of Empowerment on Customer Services Management In this modern era of high competition, the demand for high quality standards in customer service is essential for the success of any business. Most scholars argue that the out dated production-line strategy should be discarded in favor of modern strategies based on empowerment. This can be accomplished by treating employees in an appropriate manner, recruiting the right individuals, and encouraging a service environment that is conducive. In this scenario, customers, employees, and organizations gain some advantages. Customers benefit because they obtain superior quality services. Through empowerment employees are able to perform their duties based on their perceptions. On the other hand, organization managers can retain and attract new customers through provision of quality services. The empowerment of staff is particularly significant due to the dynamic relationships of customer alliances. Hartline, Maxham III McKee (2000) argue that the traditional-structured approach of centralized control is no longer applicable in thi s competitive era. Traditional models are regard to be particularly efficient in situations where uncertainty in relation to the needs of customers do not exist. In such cases, guidelines and regulations which dictate the conduct of employees towards the customers are required to enhance consistency. However, in the service delivery industry, which includes a lot of uncertainties, direct contact between the customer and the employee are frequent and significant (Hartline, Maxham III McKee, 2000, p. 34). Empowerment is essential and mandatory in the services delivery industry due to the need of decentralizing control from management. The power and authority to make critical choices is transferred to the lower cadre of employees in a process referred to as directed authority.Advertising Looking for article on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Chebat and Kollias (2000) argue that the service industry is hugely dependent on the capacity of employees to deliver the required service. The attitude and conduct of employees who have the first contact with the clients has a critical impact on the customer’s thoughts. This is because the service is delivered during the interaction between the employee and customer. As a result of the significance placed on the service encounter, organizations should establish strategies that can help them manage their employees who make first contacts with the customer (Chebat Kollias, 2000, p. 67). This will assist the management in making sure that the attitudes and conduct of their employees are appropriate to facilitate the provision of high-quality services. According to Ardahaey Nabilou (2012), the most coveted position in business today is the ability to attract, employ, and retain a highly skilled work force. It is believed that having such a team in the organization will be beneficial, and instrumental to both organization’s su ccess and transformation. In fact, all successful companies have a combination of intelligent and well-endowed personnel who share a perception that they belong to a single family. They discharge their duties passionately, and meticulously use their experience and knowledge in collaboration with other employees to influence growth and posterity in the company. Empowerment of employees equips them with the relevant skills. It enables sustenance of good relations, which companies establish with them (Ardahaey Nabilou, 2012, p. 34). Hartline, Maxham III McKee (2000) hold that empowered employees are obligated and authorized to deliver on customer preferences efficiently and effectively. They argue that empowerment describes a situation where the management allows employees to use their discretion in the daily choices they make in relation to their work. When the management permits subordinate employees to make significant decisions, they relinquish their control on the dynamics of se rvice delivery (Hartline, Maxham III McKee, 2000, p. 33). Empowerment is regarded to be a pre-requisite because customer service personnel require such flexibilities so as to effect decisions immediately, to enhance customer satisfaction. Proponents of empowerment argue that the point of contact staff are more reactive in service delivery, productive, adequately deal with complaints, are highly inspired, and offer high-quality services. Ardahaey Nabilou (2012) argue that the client’s satisfaction experience within the service sector decreases when the service does not conform to the customer’s expectations. Customer satisfaction heavily relies on the customer’s experience at the hands of the customer service provider.Advertising We will write a custom article sample on The Importance of Empowerment in Customer Service Management specifically for you for only $16.05 $11/page Learn More To equip the employee with relevant skills, the ma nagement should have an empowerment program within the organization. They argue that empowerment is a sequence of becoming, and it should not be considered as an end outcome Ardahaey Nabilou, 2012, p. 34) Conclusion This essay has explored the significance of empowerment in customer service management. From this discussion, it is evident that the service industry is hugely dependent on customer satisfaction to attract and retain customers. For customer service employees to discharge their duties properly and effectively, they need to be empowered. List of References Ardahaey, F, Nabilou, H 2012, Human Resources Empowerment and Its Role in the Sustainable Tourism, Asian Social Science, Vol. 8, no. 1, pp. 33-38 Chebat, JC Kollias, P 2000, The impact of empowerment on customer contact employees’ roles in service organizations, Journal of Service research, Vol. 3, no. 1, pp. 66-81. Hartline, MD, Maxham III, JG McKee, DO 2000, Corridors of influence in the dissemination of cus tomer-oriented strategy to customer contact service employees, The Journal of marketing,Vol. 1, no. 1, pp. 35-50.

Airport Noise and Pollution Can Effect Your Health

Airport Noise and Pollution Can Effect Your Health Researchers have known for years that exposure to excessively loud noise can cause changes in blood pressure as well as changes in sleep and digestive patterns, all signs of stress on the human body. The very word â€Å"noise† itself derives from the Latin word â€Å"noxia,† which means injury or hurt. Airport Noise and Pollution Increase Risk for Illness On a 1997 questionnaire distributed to two groups (one living near a major airport, and the other in a quiet neighborhood), two-thirds of those living near the airport indicated they were bothered by aircraft noise, and most said that it interfered with their daily activities. The same two-thirds complained more than the other group of sleep difficulties, and also perceived themselves as being in poorer health. Perhaps even more alarming, the European Commission, which governs the European Union (E.U.), considers living near an airport to be a risk factor for coronary heart disease and stroke, as increased blood pressure from noise pollution can trigger these more serious maladies. The E.U. estimates that 20% of Europe’s population (about 80 million people) are exposed to airport noise levels it considers unhealthy and unacceptable. Airport Noise Affects Children Airport noise can also have negative effects on children’s health and development. A 1980 study examining the impact of airport noise on children’s health found higher blood pressure in kids living near Los Angeles’ LAX airport than in those living farther away. A 1995 German study found a link between chronic noise exposure at Munich’s International Airport and elevated nervous system activity and cardiovascular levels in children living nearby. A 2005 study published in the prestigious British medical journal, The Lancet, found that kids living near airports in Britain, Holland, and Spain lagged behind their classmates in reading by two months for every five-decibel increase above average noise levels in their surroundings. The study also associated aircraft noise with lowered reading comprehension, even after socio-economic differences were considered. Citizen Groups Concerned About Effects of Airport Noise and Pollution Living near an airport also means facing significant exposure to air pollution. Jack Saporito of the U.S. Citizens Aviation Watch Association (CAW), a coalition of concerned municipalities and advocacy groups, cites several studies linking pollutants common around airports (such as diesel exhaust, carbon monoxide and leaked chemicals) to cancer, asthma, liver damage, lung disease, lymphoma, myeloid leukemia, and even depression. A recent study pinpointed ground taxiing by planes at busy airports as the source of large amounts of carbon monoxide, which in turn appears to increase the prevalence of asthma within 10 kilometers of the airport. CAW is lobbying for the clean up of jet engine exhaust as well as the scrapping or modification of airport expansion plans across the country. Another group working on this issue is Chicago’s Alliance of Residents Concerning O’Hare, which lobbies and conducts extensive public education campaigns in an effort to cut noise and pollution and rein in expansion plans at the world’s busiest airport. According to the group, five million area residents may be suffering adverse health effects as a result of O’Hare, only one of four major airports in the region.

Managing, Evaluating and Developing Human Resources Essay

Managing, Evaluating and Developing Human Resources - Essay Example It has ensured that employees, no matter their level of experience, gain the necessary skills and get better opportunities for training. For improved employee performance, all employees should be computer literate and proper courses should be designed to enable them encounter technology as it evolves. Training and development is a strategy aimed at developing and improving the skills of an employee. According to Pride, Hughes and Kapoor, â€Å"employee training is the process of teaching operations and technical employees how to do their present jobs more effectively and efficiently† (2011, p. 264). Companies which want to stand still in competition opt to provide constant training to their employees on any technical occurrence. Employee training has been eased with the introduction of internet based training, because it saves cost and time. Williams says that â€Å"during the late 1990s, the learning support organisation at Telcordia technologies... began to actively pursue online delivery of performance support materials for the software applications that they supported† (2004, p. 8). This shows that technological training has been a long time training strategy, but has been growing steadily and also evolving with the changes in technology. When analysing what to offer in training, employers have to consider what is needed for the training. What appears to be most essential in training is motivation. Training also varies depending on what the management considers most crucial. Some employees have to be trained on technological skills, but since training may be expensive, its advisable that the company classify what is most essential. Training is important for employees so that they can be equipped with skills, attitude and knowledge required to do their job well. They are taught on how to interact with the customers and managers use this opportunity to motivate them. Technology came due to

Case Studies (Laura Martin) Research Paper Example | Topics and Well Written Essays - 1000 words

Case Studies (Laura Martin) - Research Paper Example In the DCF analysis, the Net Present value has been calculated as the present value of the future net free cash inflows or the revenue of the business, minus the expenses, or the present value of the costs incurred (Mauboussin, 5). In most cases, these two are discounted using the company’s WACC (Stearns, 29). This assumption though made by Laura Martin is a flawed assumption. Mainly, free cash flows depend on the demand in the market, prices in the market, and other external factors in the market, with the market compensating firms; because of taking marketing risks (Chan et al, 3). In most cases, costs should be discounted at a rate higher than the risk free rate (Stearns, 3). This means that discounting the cash flows and the costs at similar rates will significantly reduce the costs; such actions would lead to overhaul of the firm (Chen et al, 3). Martin in these calculations used the beta approach, which measures the co-movements of firms’s equity prices of 1.07 in forecasting 10 years of cash flows in the market and which is affected by so many market variables (Mauboussin, 16). However, equity prices are unstable and change each time depending market business conditions. The multiple analyses assumed that the firm would realize the stated future sales revenue at the end of the forecast period (Chen et al, 3). Firms that have comparable acquisitions, particular in the same industry are used as a base in finding an appropriate range of multiples to use (Stearns, 24). Though multiples are very plausible, they have a problem in that there is no possibility of having a company that is comparable to Cox as firms do use various valuation approaches.. The ‘stealth- Tier’ can be incorporated into the DCF and the multiples analysis. The unused cable capacity of Cox communications can be included into the discounted cash flow analysis, through

Preschool Education in The United States Essay example -- Education

Preschool programs began in the United States during the first quarter of the twentieth century. In 1925, the first public preschool began in Chicago at Franklin School. After the 1970’s the popularity of preschool increased since women were entering the workforce and people believed that children needed early preparation before they attended elementary school. Barbara Wiler, Ph.D., deputy executive director of the NAEYC says, â€Å"Good Preschools provide children with rich experiences that give them skills, information, and attitudes that prepare them for the primary grades and for life. † (WKRLIP, P1) Preschool isn’t like kindergarten. It’s a stepping-stone that will prepare young students for the years of schooling they will have later in life. The NAEYC Accreditation was made to help families find the best care for their children. It provides the early childhood education field with a convincing outcome and ensures the quality in children’s daily experiences. Early Childhood Education plays a key role in academic development in children because they learn soft skills, job skills, and are personality fixed by age 4. Soft skills include paying attention, focusing, being curious, open to new experiences and controlling your temper. These skills are important in getting a job. It can help children become more self motivated and open minded. As they grow older it will benefit them because they will be willing to take risks, be able to retain information that they learned and have the urge to experience new things. When they can’t do something right, they will ask and try to fix any imperfections that they once had. These skills are not taught in other areas of schooling. Preschool is the most important grade that p... ...2/139583385/preschool-the-best-job-training-program. Barnett, W. Steven., and Hustedt, Jason T. Preschool: The Most Important Grade. Educational Leadership Apr2003, Vol.60 Issue 7, p54, 4p, 1 Color Photograph. October 31, 2011. http://web.ebscohost.com. Ames, Gillespie., and Haines, Jacqueline., The Gesell Institute’s Child from One to Six: Evaluating the Behavior of the Preschool Child, October 20, 2011. P30,40-41 NAEYC. August 17, 2011. NAEYC Early Childhood Education Program Standards and Accreditation Criteria. P5, 7-8. Personality Development: Age 2-6. September 1, 2011. P1-2. http://www.cliffsnotes.com/study_guide/Personality-Development-Age-26.topicArticleId-26831,articleId-26775.html. What Kids Really Learn in Preschool. Parenting; Fall99 Special issue, Vol. 13 Issue 7, p74, 4p, 3 Color Photographs. October 31, 2011. http://web.ebscohost.com.

Abortion Persuasive Speech

Introduction Abortion is one of the most debatable and controversial issues that exist today in our society. There are people who support the idea that it should be a choice of each and every woman – whether to do it or not, while others claim that no one has a power to decide, whether to bring life on the planet, or put an end to it. (writings) I believe that there is no other option than to choose life. 1. ) In my opinion many women are very unaware of how fast a baby develops. A. ) At three weeks the heart begins to beat with the child's own blood and the backbone spinal column and nervous system are forming.Also liver, kidneys and intestines begin to take shape. B. ) By week five eyes, legs, and hands begin to develop. C. ) By eight week the baby can begin to hear and every organ is in place, bones begin to replace cartilage, and fingerprints begin to form. D. ) At week twelve the baby has all of the parts necessary to experience pain, including nerves, spinal cord, and th alamus. Vocal cords are complete and the baby can suck its thumb. E. ) By twenty weeks the baby recognizes its' mothers voice and you can tell the sex. (Development) 2. Most women facing an unplanned pregnancy who opt for an abortion do so early on; just over 61% take place in the first 8 weeks of pregnancy, and 88% occur in the first trimester, before the 13th week of pregnancy. Only 10% of abortions occur in the second trimester, between the 13th and 20th weeks of pregnancy. (Lowen) A. ) There are two different types of abortions: Surgical abortions and Medical Abortions. a. As the name suggests, medical abortions do not involve surgery or other invasive methods but rely on medications to end pregnancy. Lowen) i. A medical abortion involves taking the drug mifepristone; often called ‘the abortion pill,' its generic name is RU-486 and its brand name is Mifeprex. Mifepristone is not available over the counter and must be provided by a health care professional. A woman seeking a medical abortion can obtain one through a doctor's office or clinic and should expect two or more visits to complete the process, as another drug, misoprostol, must be taken to terminate the pregnancy. (Lowen) b.All surgical abortions are medical procedures that must be done in a health care provider's office or clinic. There are several different surgical abortion options. ii. Aspiration is an abortion procedure that can be performed on a woman up to 16 weeks after her last period. Aspiration, also known as vacuum aspiration, suction aspiration or D&A (dilation and aspiration), involves the insertion of a tube through the dilated cervix into the uterus. Gentle suction removes fetal tissue and empties the uterus. iii.In some circumstances, a spoon-shaped instrument called a curette is used to scrape the uterine lining to remove any remaining tissue. This procedure is called a D&C (dilation and curettage. ) iv. Dilation and evacuation (D&E) is typically performed during the second trimester (between the 13th and 24th week of pregnancy. ) Similar to a D&C, a D&E involves other instruments (such as forceps) along with suction to empty the uterus. In later second-trimester abortions, a shot administered through the abdomen may be necessary to ensure fetal demise before the D&E begins. Lowen) Conclusion All in all I believe that medical and/or surgical abortions should be illegal. I don’t believe anything can justify an abortion, because you are intentionally ending a human life. Works Cited Development, Fetal. http://www. nrlc. org/abortion/facts/fetaldevelopment. html. n. d. Lowen, Linda. http://womensissues. about. com/od/reproductiverights/a/AbortionTypes. htm. n. d. writings, Paper. http://www. paperwritings. com/free-examples/persuasive-speech-on-abortion. html. n. d.

MCPHS Acceptance Rate, SAT/ACT Scores

Massachusetts College of Pharmacy and Health Sciences (MCPHS) is a private university with an acceptance rate of 84%. The college uses the Common Application, and applicants must submit at least one letter of recommendation, an essay, and scores from either the SAT or ACT.   Considering applying to MCPHS? Here are the admissions statistics you should know, including average SAT/ACT scores of admitted students. Why MCPHS? Location: Boston, MassachusettsCampus Features: Located in the citys Longwood Medical and Academic Area, students have easy access to several major medical research and clinical institutions. MCPHS has additional campuses in Worcester, MA and Manchester, New Hampshire.Student/Faculty Ratio: 15:1Athletics: No varsity sportsHighlights: MCPHS is near dozens of Boston area colleges, and the school wins high marks for the earning power of its graduates. Students can choose from over 100 programs across the schools three campuses. Acceptance Rate During the 2016-17 admissions cycle, Massachusetts College of Pharmacy and Health Sciences had an acceptance rate of 84%. This means that for every 100 students who applied, 84 were admitted, making MCPHSs admissions process moderately selective. Admissions Statistics (2016-17) Number of Applicants 5,526 Percent Admitted 84% Percent Admitted Who Enrolled (Yield) 17% SAT Scores and Requirements Massachusetts College of Pharmacy and Health Sciences requires that all applicants submit either SAT or ACT scores. During the 2016-17 admissions cycle, 76% of admitted students submitted SAT scores. SAT Range (Admitted Students) Section 25th percentile 75th percentile ERW 520 620 Math 520 650 ERW=Evidence-Based Reading and Writing This admissions data tells us that most of MCPHSs admitted students fall within the top 35% nationally on the SAT. For the evidence-based reading and writing section, 50% of students admitted to MCPHS scored between 520 and 620, while 25% scored below 520 and 25% scored above 620. On the math section, 50% of admitted students scored between 520 and 650, while 25% scored below 520 and 25% scored above 650. Applicants with a composite SAT score of 1270 or higher will have particularly competitive chances at Massachusetts College of Pharmacy and Health Sciences. Requirements MCPHS does not require the SAT writing section. Note that MCPHS considers the highest SAT score from a single test date. Subject tests are not required for admission to Massachusetts College of Pharmacy and Health Sciences. ACT Scores and Requirements MCPHS requires that all applicants submit either SAT or ACT scores. During the 2016-17 admissions cycle, 23% of admitted students submitted ACT scores. ACT Range (Admitted Students) Section 25th percentile 75th percentile Composite 22 28 This admissions data tells us that most of MCPHSs admitted students fall within the top 37% nationally on the ACT. The middle 50% of students admitted to MCPHS received a composite ACT score between 22 and 28, while 25% scored above 28 and 25% scored below 22. Requirements MCPHS does not require the ACT writing section. Note that MCPHS does not superscore ACT results; your highest combined score from a single test administration will be considered. GPA Massachusetts College of Pharmacy and Health Sciences does not provide data about admitted students high school GPAs. Self-Reported GPA/SAT/ACT Graph Massachusetts College of Pharmacy and Health Sciences Applicants Self-Reported GPA/SAT/ACT Graph.   Data  courtesy of Cappex. The admissions data in the graph is self-reported by applicants to the Massachusetts College of Pharmacy and Health Sciences. GPAs are unweighted. Find out how you compare to accepted students, see the real-time graph, and calculate your chances of getting in with a free Cappex account. Admissions Chances Massachusetts College of Pharmacy and Health Sciences, which accepts over three-quarters of applicants, has a slightly selective admissions process. If your SAT/ACT scores and GPA fall within the schools average ranges, you have a strong chance of being accepted. The most qualified applicants to MCPHS will have taken 4 years of math including calculus or pre-calculus, AP Biology and/or AP Chemistry, four years of English, and at least one history course. Success in challenging coursework, including AP, IB, Honors, and dual enrollment classes is one of the best ways to demonstrate college preparedness. In the graph, the blue and green data points represent accepted students. The graph presents very little rejection and waitlist data (the red and yellow dots, respectively), but we can see the typical range of grades, SAT scores, and ACT scores for admitted students. Most admitted students had grades that were in the B range or higher, and almost no students were accepted with grades in the C range. The university has holistic admissions, which explains why some students with grades and scores below the norm were admitted, and why a few students who seemed to be on target for admission did not get in. The admissions folks will take into consideration letters of recommendation, Common Application essay, and an additional required supplemental essay explaining your reasons for wanting to attend MCPHS to study for a future career in health. All admissions data has been sourced from the National Center for Education Statistics and Massachusetts College of Pharmacy and Health Sciences Undergraduate Admissions Office.