Challenges and Current Trends of Crm in Pc Industry: a Case Study at Dell Asia Pacific

Challenges and Current Trends of CRM in PC Industry: A Case Study at DELL Asia Pacific, Bukit Minyak ABSTRACT In the new millennium, customer service oriented performance has emerged as key success factors in maintaining the organizational competitiveness. This has led Customer Relationship Management (CRM) to take the driver seat role in creating a more loyal and profitable customer base at competitive cost. CRM has evolved from advances in information technology and constant pressing needs from customers to create value in the products and services. In current business environment, CRM is a strategic business tool that seamlessly integrates all the functional departments across the organization to work towards maximizing customer value through strategic partnership. CRM has played a key role in the PC industry by taking PC manufacturers closer to customers in terms of understanding their needs, buying behaviors and value creation in the supply chain. Armed with CRM strategies and, IT enabled customer and sales database, PC manufacturers have reoriented their business around the customer. DELL, as one of the world largest PC manufacturers, have strengthen its market share by positioning itself to provide customers with superior value, high-quality, relevant technology, and customized products and services, coupled with its IT integrated CRM solutions. At DELL, e-CRM oriented business solutions are initiated to automate and centralize customer database to embrace long-term partnership and PC market dominance. This project paper will analyze the current CRM trends and future challenges in PC industry based on the case study conducted at DELL Asia Pacific, Bukit Minyak. Furthermore, the paper will also address the selected DELL site, on its strategic effort in utilizing CRM methodologies supported by IT solutions to stay ahead of competitions. Categories and Subject Descriptors [Transaction Processing and Enterprise Resources Planning System]: Traditional Transaction Processing Application General Terms Management, Measurement, Documentation, Performance, Economics, Experimentation, Human Factors, Theory Keywords Customer Relationship Management (CRM), PC industry, Information Technology (IT), Web-based customer interaction (WCI) 1. INTRODUCTION Breakthroughs in Information Technology (IT) have changed the fundamental rule of the way business is being conducted in modern organizations. IT business icons like e-Commerce, K-Economy, etc have made things more complicated, where focus of the business has evolved and oriented around customer. Basically, customers are in the position to continuously demand and dictate what exactly they want at competitive cost – value-added products and services. Organizations are competing among each other to be the market leader, and emerging innovative IT solutions are helping organizations to achieve its competitive advantage. One of the key areas of business competencies is the ability of organizations to sustain the highest level of customer oriented service performance. The new business model is changing the producers’ mindset from product-centered to customer-centered business. This has led Customer Relationship Management (CRM) to take the center stage position to create a loyal and profitable customer base at competitive cost. 1. What is Customer Relationship Management (CRM)? CRM is a strategy used by organizations to comprehensively learn about customers’ needs and behaviors in order to establish constructive relationship with them; after all it is the core of business success. Basically, CRM is a notion regarding how an organization can keep their most profitable customers with increased values of interaction to consequently maximize the profits. This is achieved through the understanding of the drivers of current and future customer profitability to appropriately allocate the resources across all areas that affect customer relationships i. e. , communication, customer service, product/ service development, etc. Customer relationship management revolves around three key technology areas: the Internet, the customer call center and a data warehouse of customer-related information. Customer information is captured through company call center, the Internet, and other communications channels. It is this customer information, which established a â€Å"360-degree† picture of the customer that anyone throughout the organization can access when working with them. Through the Internet, both company employees and the customers themselves are able to access business transacted data from daily production systems, which are then enhanced with customer-centric information such as sales and service call activity, key customer contacts, and specific products purchased. From these technologies, there are also offshoots into emerging technology areas such as wireless technology, for facilitated remote access by customers and company field representatives; workforce management software, for streamlined back-office operations that are organized around the CRM business model; and Web-based customer interaction (WCI). Even though, there are many technological components to CRM, the useful way to view CRM is as a total business processes that will help bring together pieces of information about customers, sales, and marketing effectiveness and responsiveness, and market trends. Therefore, by integrating people, process and technologies, the relationship with both external and internal customers are maximized. 1. 2CRM Goals and Objectives Through the implementation of CRM, organizations would be able to identify their most profitable customers and leverage those relationships to the point of optimal profit. Furthermore, successful CRM programs will ensure active participation from all employees in the organization. CRM will utilize all possible ways to identify what exactly customer is looking for, market the organization’s strength, and ability to fulfill the customers’ needs, retained the customers through value added services. The main idea of CRM initiatives is that it helps businesses use technology and human resources to gain insight into the behavior of customer and the value of those customers. These are the fundamentals for customer loyalty program. There are several goals and objectives of CRM in a business framework (Kalakota & Robinson, 2000): †¢ Use existing relationships to grow revenue – enhance profitability by identifying, attracting the best customers. †¢ Use integrated information for excellent service – by using customer information to best serve customers’ needs. †¢ Introduce more repeatable sales processes and procedures – companies must improve consistency in account management and selling. †¢ Create new value and instill loyalty – the ability to respond to needs and accommodates requests. Implement a more proactive solution strategy – use proactive consumer relations that resolve problems on the first call. 1. 3CRM Architectural Framework In the CRM architecture, a company must first recognize the customer-centric approaches in the business processes. The demand of integrating the customer life cycles, interaction and servicing processes in an applicati on of CRM architecture is obvious. Thus, it is clear that the CRM is built to be customer-centric and in nature organizing CRM processes around the customer, rather than respectively to marketing, sales or any other internal function. Figure 1 illustrates the summary of CRM architecture. CRM architecture examined how products are built, how they’re deployed and customized, and integrated with external applications. A CRM product is selected primarily on its functionality; however its architecture should be a significant influence on the decision to buy or vice versa. 4. Integration with Business Application Tools CRM is definitely not a stand-alone program, it must be designed in away that it can be integrated into the company’s total business processes as shown in Figure 2. CRM must be able to work effectively with other business processes to value add the total operations. Basically, CRM tools will gather, analyze and store critical information captured at customer touch points. Together with ERP/ data warehouse, CRM database will provide the relevant information for business decision-making processes that relates to sales and marketing strategies, business development of new or existing customer and company’s strategic direction. 1. 5Role of e-CRM and Its Strategies -CRM refers to achieving CRM through using Internet technologies, primarily the web and e-mail – allied to database marketing to gear up for the new 24-hour global economy. e-CRM will focus on how to use the web site, databases and e-mails to manage customer relationships by providing online content and services. In order to achieve and support the organizational effort on e-CRM, companies must focus on few key strategies, as followings: †¢ Real time: e-CRM operates in a lmost instantaneous real time and it can be integrated seamlessly together, without the loss of efficiency. Closed loop: e-CRM operates within a closed loop system, resulting in huge gains in efficiency. †¢ Multi-channel: e-CRM is based on the architecture and available across all channels, where changes to activities through one channel are automatically and immediately updated across all channels. 2. Literature Review CRM is a highly fragmented environment and has come to mean different things to different people (Mckie, 2000). The same understanding of CRM, also have been agreed and shared by Winer (2001) and Goodhue (2002). One view of CRM is the utilization of customer related information or knowledge to deliver relevant products or services to customers (Levine, 2000). Another school of thought, CRM is inclusive of the whole organization including its internal and external environment and ‘key processes of the firm’s customers’ (Day, 2000). While such definitions are widespread, they tend to offer a narrow insight into the basic characteristics of CRM. As CRM evolves, comprehensive definitions are emerging, with an emphasis on multi dimensional business objectives. Goldenberg (2000) believed that CRM is not merely technology applications for marketing, sales and service, but rather, when successfully implemented, a cross-functional, customer-driven, technology-integrated business process management strategy that maximizes relationships and encompasses the entire organization. According to Light (2001), CRM evolved from business processes such as relationship marketing and the increased emphasis on improved customer retention through the effective management of customer relationships. Relationship marketing emphasizes that customer retention affects company’s profitability, in that it is more efficient to maintain an existing relationship with a customer than create a new one (Payne et al. , 1999; Reichheld, 1996). Christopher et al. (1991) also agreed that CRM has its roots in relationship marketing which is aimed at improving long run profitability by shifting from transaction-based marketing, with its emphasis on winning new customers, to customer retention through effective management of customer relationships. Sandoe et al. (2001) argued that advances in database technologies such as data warehousing and data mining, are crucial to the functionality and effectiveness of CRM systems. In later stage, relationship marketing emerged and had led others such as Newell (2000) to explore strategic methods for maintaining and improving customer loyalty. Furthermore, Peppard (2000) suggested that technological advances in global networks, convergence and improved interactivity, are key to explaining the growth of e-business and CRM. The increasing use of digital technologies by customers, particularly the Internet, is changing what is possible and what is expected in terms of customer management (Tamminga and O’Halloran, 2000). The appropriate use, for instance, of automation technologies, such as interactive voice response systems and Web-based frequently asked question pages, could be popular with customers and highly cost effective (Petrissans, 2000). Also for customers, CRM offers customization, simplicity, and convenience for completing transactions, regardless of the channel used for interaction (Gulati and Garino, 2000). CRM initiatives have resulted in increased competitiveness for many organizations as witnessed by higher revenues and lower operational cost. Managing customer relationships effectively and efficiently boosts customer satisfaction and retention rates (Reichheld, 1996a, b; Jackson, 1994; Levine, 1993). CRM applications help organizations assess customer loyalty nd profitability on measures such as repeat purchases, money spent, and longevity. In particular, customers benefit from the belief that they are saving time and money as well as receiving better information and special treatment (Kassanoff, 2000). Despite the diverging definitions, reality is that CRM is a complex combination of business and technological factors, and thus strategies should be formulated strategically and accordingly. 3. PC Industry The introduction of the first PC in the mid 1970s led to an industry that emerged as one of the largest and most dynamic sector. PC industry eventually became a multi-billion dollar worth of business that have gone through various growth phase. Today, the world’s PC industry is booming due to emerging demand for IT growth, which is parallel to explosive growth of world’s population. PC became the driving force for the whole computer industry. PC industry dynamics changed by the late-1990s when PCs became the means to get to the Internet. In the next decade a cellular-based packet communications network and broadband will further grow the Internet. Over the next 10 years the PC industry will prosper and thrive with two additional driving forces —consumer electronics devices built with computing platforms (information appliances) and mobile devices such as PDA and mobile phones. The PC industry is very competitive and has a good record of adapting to emerging technologies and market trends. This is likely to happen again and the PC industry will embrace information appliances and mobile devices. 3. 1PC Market Trends Trends in Table 1 showed that, the worldwide shipment for PC never stops growing from 1975 to 2005. In fact the industry volume had seen an increasing trend ever since the year 1990. However, the growth percentage began to slow down starting in late 1990s. This is the evidence that the PC industry is at the end of the growth stage, and soon will enter into the maturity stage. Apart from the effect due to the product life cycle maturity, other aspect of business such as globalization, economical and financial crisis, and presence of China market posed treat to the global PC industry. Table 1: Worldwide PC Market Growth (Source: eTForecasts, 2003) | |   | | | |Gender |Male: 31 (65%) |Female: 17 (35%) | |Occupation |Technical: 36 (75%) |Business: 12 (25%) | |Age Group |21 to 45 years old | |Income | < RM 2,000: Nil | | |RM 2,000 – 5,000: 29 (60%) | | |RM 5,000 – 8,000: 16 (33%) | | |> RM8,000: 3 (7%) | |PC Accessibility |100% | |Internet Accessibility |100% | From this survey, one important finding was all working group of people especially those who are from in dustrial organization, regardless of their income or position they hold, all of them some how able to access to PC either at home or workplace, as well as to Internet. This mainly because of current environment, which require PC and related electronics gadget to be a necessity items in day-to-day lifestyle. Furthermore the cost to purchase these devices is very much affordable, and for those who don’t own it, they are still able to access the Internet or Web-based services either at office during working hours or at Cybercafe at leisure hours. In this study, majority of the respondents is male and those who are working in technical areas, in fact both the gender and occupation background have some sort of relationship between them. Most of the male respondents are from technical background i. e. , technical or operations based managers, engineers or technicians. In contrast, most of the female respondents is working in the business related environment i. e. , sales or marketing, purchasing and finance executives. This indirectly relates to the way the understudy respond to the survey, basically, technical oriented person viewed this survey from product feature, functionality and technical superiority point of view. However, business people is more inclined to pricing, customization and human touch aspect i. e. , customer services. In this study also, majority of the respondents’ income falls in the range of RM 2,000 to RM 5,000, which indicating most of them are belongs to supervisory, executive and engineer category, with smaller group holding managerial and senior executive positions. Table 4, revealed the results based on the first section of the survey, which gave an overview of PC market trends and conditions among the understudy. The survey results shows that, educated and computer literate consumers are keeping abreast of current PC market trends in terms of product knowledge, service availability and PC manufacturers who is the trend setter. Today’s business society is more sensitive to changes surrounding them, they wouldn’t like to be left out in IT progress, and therefore they keep upgrading or changing the PC and its accessories within couple of years. Survey findings shows that, the understudy changed their PCs typically after 5 years and only 37% are changing within 3 to 5 years. This is due to majority of them are using the company’s PC or rather its costly for engineers or executives with reasonable income. Since the accessibility to Internet is possible, literally everywhere, today’s consumers are well informed and keep up with the changes in the PC market. There are consumers, who is still prefer to purchase PCs from computer shop, since they feel unsafe to do on-line transactions, however this trend will change in future as more consumers will be secured from spyware. Furthermore retailers will continue to loss their market share, mainly because of unavailability of after-sales support, and orders through mail became legacy. As for call-centers, business is expected to boom in future, since they have started to use some innovative IT solutions. Based on the findings of survey, it’s very obvious that desktop PCs are still the favorite product ype among the respondents, and those who are working in organization mainly use it. On top of that desktop PCs’ competitive price made it affordable by moderate-income group. As for mobile PCs i. e. , notebook and palmtop is common among managers and senior executives, and this product segment have bright future, since it is best suited for fast moving business environment. |Table 4: Part 1- PC Purchase Experience | |Survey Criteria |Results | |Frequency of changing PC hardware and accessories. < 3 years: Nil | | |3 to 5 years: 13 (27%) | | |> 5 years: 35 (73%) | |Purchasing Channel |Computer shop: 15 (31%) | | |Retailer: Nil | | |Internet: 29 (61%) | | |Toll Free Phone/ Call Centers: 4 (8%) | | |Mail Orders: Nil | |Product Type |Desk Top: 27 (56%) | | |Notebook: 14 (29%) | | |Palmtop: 6 (13%) | | |Others: 1 (2%) | |Brand |Acer: 5 (10%) | | |HP-Compaq: 6 (13%) | | |DELL: 18 (38%) | | IBM: 11 (23%) | | |Toshiba: 1 (2%) | | |Fujitsu: 2 (4%) | | |Clone: 5 (10%) | |Purchasing preference |Brand: 15% | | |Price: 31% | | |Service: 29% | | |Quality/ Reliability: 14% | | |Appearance: 1% | | |Functionality: 4% | | |Customization: 6% | As consumers become more knowledgeable, they tend to b e very intelligent in making decision, and selecting the right product, with excellent services from the competitive PC manufacturers. The PC market is volatile in the sense that superior product or service is expected at very competitive price, and only that manufacturer with efficient operations is able to survive. In today’s market, DELL emerged as the market leader, and this clearly reflected in the survey result, which revealed that 38% of the respondent had chosen DELL. The next contenders are IBM and HP-Compaq, however the pricing is still not as competitive as DELL. Whereas Toshiba and Fujitsu products such as notebooks are as considered as high-end products, and therefore it is serving only targeted market segments, i. e. , managers and senior executives with higher income. About 5% of the respondent preferred to purchase clone PCs, which is very low priced, and those consumer groups with lower income still can afford. In future, clone PC market will continue to deteriorate, as there will a price war. In this section also, assessment was made to study the respondents’ urchasing behavior, and what are the factors influencing the preferences that leads to the decision making of the purchasing process. Based on this study, there are two very important criteria that influence t he respondents, price and customer service factors. Basically, pricing was the main concern, due to majority of the group is moderate earners, and therefore they are looking for the best buy and next they expect are excellent services for worth of money. These factors is followed by branding and, product quality and reliability factors, which lately consumers are more sensitive of the brand, which is due to their vast exposure about the market trends, and the main contributing factor is the Internet and Web-based technology. Modern consumers have high expectations on PC performance in terms of quality and reliability. Other non-critical factors that influence the purchasing decision is high customization, product with more functionality and attractive and appealing appearances. Based on section two of the survey, only those respondents, who use DELL PC were assessed from various perspectives, such as consumers’ total experience with DELL, what are the customer touch points, DELL’s marketing and business strategies and, area that DELL can do better and how DELL can position itself as counteract from its competitors’ strategic move. Basically, findings from this section of survey were summarized into the SWOT analysis as shown in Table 5. A quick glance of SWOT analysis shows that internally DELL has tremendously improved and able to turnaround its weaknesses to further strengthen its position in the market. This was very obvious scenario couple of years ago, where DELL was competing with IBM, was then the PC market leader. However, DELL has aggressively worked on new strategies based on their identified weaknesses internally and market opportunities externally, and that made them capture the market leadership position. Without any hesitation, DELL continued on its strategic planning, with focus on key IT solutions, such as Web-based customer information portal, enhanced e-survey to capture voice of customers and other e-CRM strategies to monitor very closely on customer service performance metrics. Table 5: SWOT Analysis of DELL Product in PC Market | |Strength |Weakness | |1 |Build-to-Order approach |1 |No intermediary retailing channel | |2 |Value added customer service | | | |3 |Direct interface with end custome rs | | | |4 |Customer service specialist | | | |5 |Customer oriented business model | | | |6 |Good after sales support | | | |7 |On-Line purchasing | | | |8 |Product differentiation | | | |9 |Clear market segmentation | | | |10 |Comprehensive product information | | | |11 |Web based customer service portal | | | |Opportunity |Threat | |1 |Product leasing program |1 |Short product life cycle | |2 |Attractive payment scheme |2 |Competitive pricing | |3 |New potential market – Government agencies & higher learning|3 |No brand loyalty | | |institutions. |4 |Clone PCs | |4 |Completing the PC peripherals and accessories product range. | | Apart from that, SWOT analysis also revealed the market opportunities, which DELL should be focusing for future growth. The new opportunities are product leasing program and, emerging of new potential market segment, which is local government agencies and higher education centers. Most importantly, these are the untapped markets that DELL should c oncentrate its future efforts to maximize the return. Regarding the external threat, DELL came up with many effective counter strategies that the threats are no longer pose any risk. 5. 2 PC Market – DELL Competition Competition in the PC market remained fierce during the last few years as notebook adoption continued and consumers reacted to falling prices. Worldwide PC shipments were in line with forecasts, growing 15. 2% year-on-year to 44. 6 million units, according to IDC’s Worldwide Quarterly PC Tracker, Commercial demand showed some signs of recovery and consumers remained active during the holiday season. Strong growth in Europe and sustained notebook demand were key sources of growth, although limited supply of flat panel displays constrained shipments for some vendors. On an annual basis, shipment growth moved into double digits for the first time since 2000, boosting shipments to a record 152. 6 million on growth of 11. 4%. DELL’s underlying strengths are its abilities to penetrate into new markets with all the advantages under its belt. From the latest statistics, DELL’s server market is able to gain market share and grew by 31 percent during the last few quarters. This is contradicting to other PC vendors as they experienced declining server sales and market share and it shows that, DELL is able to strategize and implement very aggressive business and marketing plans to obtain success. 5. 3DELL e-CRM Strategies Being a giant PC maker and customer-oriented, DELL depends on sophisticated IT applications in carrying out their business processes ranging from line assembly across administration to customer relationship management. DELL has also invested substantially in building its IT infrastructure in order to create an advance and effective work place. Nonetheless, DELL also prepares its staffs to be IT oriented in performing their jobs, and this enables DELL to stay ahead of their competitors. As observed, DELL’s e-CRM strategies are closely in line with the model of CRM architecture frameworks, which was illustrated in Figure 2. The e-CRM strategy of DELL has begun with customer acquisition, value enhancement and customer relationship retention. In other words, DELL has fully utilized the IT edge in carrying out CRM operations and also use as their business analytical tools. DELL has prepared a very comprehensive web site and call centers to interact with its customers. Further enhancement of the web site and call centers, enable DELL to stand out as far as e-CRM is concerned. The Strategies In customer acquisition, DELL emphasize in direct interfacing with customers. In that sense, DELL eliminates the intermediaries in their distribution channel. All information of products can be obtained on-line and is assisted by well-trained e-CRM specialists. There are several creative features on the web that need to be highlighted. Among them are: 1. On-line configuration: Suitable for those who intend to purchase a customized system. 2. Automated order process: Once order is confirmed, the specification of goods will be informed to assembly floor to start the production and it is achieved via a fully automated process. 3. Payment on-line: The payment scheme prepared by DELL is user friendly. 4. Order status check: While waiting for PC system to be delivered, customer can check the good delivery status on-line. 5. Comprehensive technical support: DELL is well known for its technical support on-line and also call-center. DELL committed to reply their customers queries within 4 hours. 6. Information rich web site: Customers can easily access to detail information via on-line, such as E-value. DELL always emphasizes on the customer-centric approach, enhancing the customer value, thus creating sales opportunities. More importantly, DELL has managed to use strategically the innovative IT solutions in this process as following: 1. Value-add to customer: Customers are always delighted by the kind of service provided by DELL. 2. Customer database: To ensure customer have full accessibility of information they require, and should be maintained up-to-date. 3. Knowledge database: Product knowledge and experience is shared between customers and DELL employees for mutual benefits. More importantly DELL adds value to customer by creating opportunity of upgrading and cross selling of its product: 1. Continuous update of information: Educate customer awareness on DELL product update. 2. Voice of Customer: Using e-Survey to capture customer inputs and feedbacks regarding product and service performance. 3. Free software upgrades: DELL customers are entitled for selected operating and applications software through its website such as Windows XP and McAfee. 4. Customer Care: Providing additional product safety and security features in terms of quick on-line tips to combat spyware and adware. DELL continued to invest in keeping its infrastructure as one of the best IT platform. For instance, DELL staffs are able to access to internet or intranet through wireless broadband connection within the plant. This allows them to respond immediately to any issues pertaining to customer feedback and complaint. 6. 0Conclusions and Recommendations The customer expectations have risen in recent years and the firms have come up with a number of innovative ideas of serving customers. This has provided the customer with the flexibility and convenience. Similarly, various groups of customers would require different level of services and support. For first time buyer, they may require installation and training services while big corporations with internal computer specialist may expect more comprehensive CRM program coupled with other value added services. However, the important motto would be the exercise and implementations to keep the customers satisfied, and that would be the ultimate goal for each and every organization. DELL certainly has given their best to expand their customer horizon, and they are definitely on the right track towards creating profitable customer base. With that, we can expect more and more innovative business ideas from DELL in future, which will continue to delight the ever-demanding customers. We also would like to recommend that, DELL should explore further in areas concerning market opportunities, as mentioned in the SWOT analysis table. Carefully analyzing and turning each opportunity into their advantage would prepare DELL to scale at greater heights. DELL also needs to fine-tune continuously its e-CRM strategies to further strengthen their customer centric approach. REFERENCES [1]Agrawal, V. & Mittal, M. (2002). Customer Relationship Management: The e11 Way. 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(1996). Valuing Your Customers: From quality information to quality relationships through database marketing. McGraw-Hill, London [9]Kalakota, R. and Robinson, M. (2000). e-Business Roadmap for Success. Addison-Wesley, United States. [10]Kassanoff, B. (2000). Build loyalty into your e-business. Proceedings of DCI Customer Relationship Management Conference. Boston, MA, 27-29 June [11]Light, B. (2001). A review of the issues associated with customer relationship management systems. Proceedings of the 9th European Conference on Information Systems, pp1232-1241 [12]Newell, F. (2000). Loyalty. com: Customer Relationship Management in the New Era of Internet Marketing. McGraw-Hill, New York, NY [13]Payne, A. , Christopher M. and Clark, M. (1999). Relationship Marketing for Competitive Advantage. Butterworth-Heinemann, Oxford. [14]Payne, A. A Strategic Framework for Customer Relationship Management. A BT CRM White Paper [15]Peppard, J. (2000). 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Appendix 1 PC Industry Research Questionnaire Respondent Particular | |Age: __ Gender: __ Male __ Female | | | |Occupation: __ Technical __ Business | | | |Income Group: __ Below RM2,000/= __ RM2,000/= to RM5,000/= | |(per month) __ RM5,000/= to RM8,000/= __ Above RM8,000/= | | | |Accessible to Internet: __ Yes __ No | Part I – PC Purchase Experience |1 |Have you ever own a PC (either at home or work place? __Yes |__ No | | | | | |2 |How many time have you bought a PC for the last 5 years? |Please state: __ | | | | | |3 |Through which channel the PC is purchased? |__ Computer shop | | | |__ Elect. Appliance Retailer | | | |__ Internet | | | |__ Toll free telephone | | | |__ Mail order | | | |Others: | | | | | | |4 |What type of PC do you purchase? |__ Desktop |__ Notebook | | | |__ Palmtop |Other: _____ | | | | | |5. |What is the PC brand have you purchased? __ Acer |__ HP-Compaq | | | |__ Dell |__ Toshiba | | | |__ IBM |__ Fujitsu | | | |__ Clone | | | | | |6. |What is sequence of criteria in purchasing a PC? __ Brand | | |(from top to bottom1 to 7) |__ Price | | | |__ Service | | | |__ Reliability/Quality | | | |__ Appearance | | | |__ Functionality | | | |__ Customization | Part II: Experience with Dell (For those who has bought Dell PC only) |1 |What are your experience using Dell products? __ Good |__ Fair | | | |__ Bad | | | | | | |2 |Have you ever visited Dell’s web site? |__ Yes |__ No | | | | | |3 |Have you called to Dell’s toll free call center? |__ Yes |__ No | | | | | |4 |Have you read through Dell advertisement on printed material? __ Yes |__ N o | | | | | |5 |What channel do you find the most effective to get information from Dell |__ Internet | | | |__ Toll Free Call | | | |__ Printed material | | | | | |6 |Do you find Dell web site user friendly? __ Yes |__ No | | | | | | |7 |Do you satisfy with Dell’s |Very Dissatisfied |Dissatisfied |Neutral |Satisfied |Very satisfied | | |i. service quality | | | | | | | |ii. product quality | | | | | | | |iii. technical support | | | | | | | |iv. rice | | | | | | | | | | |2 |Does Dell continuously provide information/promotion of its product to you? |__ Yes |__ No | | | | | |3 |Can Dell employee address you by name when you call them? |__ Yes |__ No | | | | | |4 |Can Dell identify you purchase immediately when you require after sale technical support? __ Yes |__ No | | | | | |5 |Does Dell employee friendly and helpful? |__ Yes |__ No | | | | | | |8 |Will you return to Dell for subsequent purchase? |__ Yes |__ No | | | | | |9 |Do you agree Dell has successfully created good relationship with you? __ Yes |__ No | | | | | | |10 |Do you have any suggestion for Dell to further improve its Customer Service | | |Please state: | | | | [pic] ———————– Receivable/ Payable Profitability Analysis Production Planning Inventory Mgm’t Shipping Personnel Planning Payroll Back Office Functions Front Office Functions Figure 1: CRM Architecture Framework Globally Dispersed Customers Customer Support Cross-Functional Processes Breaking Down Department Walls Complete Integrated Solution Integrated CRM Applications Enhance Partial Functional Solutions Retain Marketing Mgm’t Order Mgm’t Sales Mgm’t Sales Planning Pricing After Sales Service Sales Force Automation Figure 2: Integration of CRM with Business Application Tools Customer Support Traditional Touch Points Retail Store Front Service Departments Cross-sell & Upgrade Proactive Service Direct Marketing Electronic Touch Points Website/ Internet E-mail Call Centre Voice Response System Direct Marketing Customer Life Cycle Customer Touch Points Acquire CRM Technology ERP/ Data Warehouse

The Concept Of Computer Assisted Instruction Education Essay

IntroductionBACKGROUND OF THE STUDYIn recent old ages, due to promotion of computing machine engineering, the construct of Computer Assisted Instruction is now more prevailing, and has become a tendency ( Yang & A ; Wang, 2001 ) . Electronic larning popularly referred to as e-learning is progressively going acceptable in third establishments all over the universe. This is as a consequence of the chance provided by higher establishments and more pupils taking portion in it ( OECD, 2005 ) . Digital acquisition is fundamentally the usage of information and communicating engineerings ( ICTs ) to heighten and back up larning learning and research ( Eteng & A ; Ntui, 2009 ) . With digital acquisition, there is a displacement from the traditional attack of teacher-directed didactic to modern methods where computing machine engineering plays an important function, thereby bettering the quality, efficiency and effectivity of instruction, larning, research and educational direction. Its method s including the integrating of the World Wide Web, multimedia, information hunt, electronic libraries, and remote acquisition. In this digital age, instructors must cover with the challenge and developmental chances of how to suitably utilize information engineering and how to incorporate assorted educational stuffs into class design and learning methods ( Rosenberg, 2001 ) . The features of digital acquisition is different from the features of traditional schoolroom environment acquisition, and can better upon some larning jobs of pupils who are physically or mentally challenged, assisting them to larn more efficaciously ( Chen, 2003 ) . It provides stimulation from different channels such as words, images, sounds, life, and images, and can often assist pupils utilize larning maps of different centripetal variety meats, and achieve the larning marks of diverse wisdom ( Li, 1998 ) . In planing digital acquisition, bookmans emphasize that larning ideals instead than computing machine engineering should take the design of a computerized acquisition environment ( Chiou & A ; Chong, 1993 ; Yang & A ; Wang, 2001 ) . The demand for digital acquisition has now become of import more than of all time before as the aim of university instruction in Nigeria as defined in the National Policy on instruction ( 2000 ) includes the proviso of high degree work force for national development and this is to be achieved through its programme of instruction, larning and research. Digital acquisition can assist grownups in developing their literacy and innumeracy accomplishments, while besides constructing Information Communication and Technology accomplishments for life and work ( CILIP, 2005 ) . In malice of the bright chance of digital acquisition in the state, it is so unreassuring that there are some hurdlings militating against the effectual usage of the educational engineering in Nigeria. Folorunso, Ogunseye, & A ; Sharma ( 2006 ) and Resnick ( 2002 ) indicates that mass unknowingness, low computing machine literacy degree and cost were identified as critical factors impacting the acceptableness of digital acquisition by pupils and lectors of Nigerian universities. Sharma, Ekundayo, & A ; Ngige ( 2009 ) points out that digital larning topographic point high demand on scholars who have to be more proactive and disciplined than in traditional face-to-face instruction whereas this proactiveness and subject is missing. Assorted barriers to ICT usage in Africa schools have been identified to include: hapless substructure, epileptic power supply, deficiency of electricity, deficiency of trained forces, poorness, unequal support and limited or no internet entree ( Aladejana, 2 007 ; Jegede, 2005 ) .STATEMENT OF THE PROBLEMWhile there had been a elephantine effort at incorporating digital acquisition into direction in other advanced states, Nigeria is non yet fascinated by the potency of engineering to heighten instruction and acquisition. Many of our schools are dawdling behind in incorporating engineering into direction. Teachers are discerning about bettering and modifying direction by integrating the new engineerings ( Huckle, 1997 ) . Harmonizing to Salomon ( 1989 ) , there are clear indicants from many developing states like Nigeria that the supply of relevant and appropriate package is a major constriction blockading wider application and use of digital acquisition in Nigeria third establishments. Schulmeister ( 2006 ) states that experience proved that the benefits of digital acquisition could non be to the full taken advantage of, outlooks could non be met and that engineering frequently was used to merely reenforce antique attacks to larning. Res nick ( 2002 ) criticizes that even though Information Communication Technology is applied in instruction, the attacks to learning and larning remain mostly unchanged. There is therefore non-availability of internet entree in some third establishments because of the recurrent cost of bandwidth. Inequality of entree to engineering is the challenge of digital divide bing among the pupil in Nigeria third establishment ( Omofaye, 2007 ) . Thus, some of them are unable to afford computing machines due to the comparative cost to the mean income of workers in the state ( Ajadi, Salawu, & A ; Adeoye, 2008 ) . The cost of accessing the cyberspace in Nigeria is still on the high side, some pupils find it a challenge to afford ( Arikpo, Osofisan, & A ; Usoro, 2009 )PurposeBased on the aforementioned research background and the statement of the job, the intent of this survey is to research the use and consequence of digital acquisition on pupils in Lagos province Tertiary Institutions.RESEARCH Q UESTIONSThe undermentioned inquiries will steer this survey What is the degree of consciousness of pupils on the handiness of Digital acquisition in Nigeria third establishment? What is the position of the use of digital acquisition? What are the challenges faced in the use of Digital larning on pupils?Significance OF THE STUDYThe survey is important in that it will supply information about the current position of use of modern engineering in Nigerian secondary schools. It will besides supply baseline informations for future policy sing engineering preparation and the development of strategic programs aimed at promoting technology-based invention in teacher instruction plans. It is besides hoped that this survey will trip off more research surveies that will inform/encourage execution of new engineering in teacher instruction. This survey will be utile to inform instructors on how use digital acquisition to learn pupils which will turn to the demands of pupils with different larning manners and motive. It will offer great possible to transform and better pupil acquisition, battle and keeping and support pupil success which will assist institutional ends with possible benefits including improved keeping and clip n est eggs for teachers. Average instructors will profit as digital acquisition will assist make their first-class equals and take complex undertakings off their to-do lists, enabling them to concentrate on the parts of instruction at which they can stand out. Through engineering, they can besides obtain real-time informations and advice about how to assist each of their pupils win, salvaging clip and bettering public presentation. It will do it easy for instructors to personalise direction, which many mean instructors find hard or impossible to accomplish with whole schoolrooms of pupils with a broad array of demands. Besides instructors will progressively be able to learn more pupils in individual as digital acquisition replaces parts of direction in an individualised manner and provides time-saving pupil informations ; range pupils remotely via engineering ; and gaining control and portion their public presentations and methods widely through picture and smart package that individu alizes acquisition. Even among first-class instructors, assorted people will boom in different functions. By stressing the usage of simulation – games to learn mathematics, it is hoped that the survey will take to the betterment of mathematics learning and larning in our secondary schools. The general hapless public presentation of pupils in mathematics and their attitudes towards some facets of the topic are expected to be better. With this survey, the research worker aims at exposing the instructors and pupils to the importance of utilizing simulation – games to better the instruction and acquisition of mathematics. Technology and digital acquisition can increase the ability to run into the demands of single pupils. Whether through the handiness of timely informations or the ability to link pupils with the content and activities that meet their acquisition manners and demands, engineering and digital acquisition provide chances for instructors to personalise larning for more pupils at any given clip.HypothesisThere is no important difference between the challenges faced in the use of digital acquisition and pupils ‘ public presentation. There is no important difference between the degree consciousness of pupils and handiness of digital acquisition in third Nigeria establishments. There is no important difference between position and use of digital acquisition.SCOPE AND LIMITATION OF THE STUDYThis survey will cover the instruction and acquisition activities in Lagos State Tertiary Institutions. The survey will restrict its work within Lagos State Tertiary Institutions because Chapter TWO LITERATURE REVIEW DIGITAL LEARNING RESOURCES In this survey, the term ‘digital learning resources ‘ refers to larning premises and platforms that include engineering enablers such as laptops, multimedia, CD-ROMs, and Internet resources. Digital learning resources can give pupils reliable every bit good as up-to-date information that is non needfully available in text edition. By and large, e-learning resources are utile as they represent a aggregation of cultural and scientific cognition accumulated over the old ages ( Yeo & A ; Tan, 2008 ) . Furthermore, this type of resource can be utile to pupils because it can further their acquisition and their critical thought, their ability to do connexions between different constructs, and bridge the spread between their theoretical and practical cognition ( Palmer, 2007 ) . Despite this, handiness of resources does non take to automatic acquisition betterment ; in fact, productive usage of resources can be hard to accomplish ( Bera & A ; Liu, 2006 ) .Technologies and Method s of TeachingThere are groundss back uping the debut and usage of new engineerings in direction. The World Bank ( 2004 ) opined that ICTs should be considered within instruction for the intent of reforming course of study, reenforcing teaching/learning and to better propensity. The UN Secretary of State ( 2005 ) talking on the function of engineering in instruction said we must guarantee that Information and Communication Technologies ( ICTs ) are used to assist unlock the doors of instruction. As a consequence, Millennium Development Goals ( MDG ‘s ) came up with this policy â€Å" to co-operate with the private sector, to do available the benefits of new engineerings, particularly ICTs to increase educational chances and unlock the door of instruction. As a consequence of this, new engineerings are being disseminated into educational establishments at a rapid rate. For the new engineerings to be efficaciously utilised, instructors at all degrees need non merely to be adept in the engineerings but must besides be good versed in its effectual integrating into their direction. The major country Nigeria could run into this outlook is the instructor ‘s readying in the methods category. It is in the methods category that the pupils can see their instructors patterning the usage or deficiency of usage of the engineering. The usage or deficiency of usage of the new engineerings may widely impact the pupils in future as respect whether to utilize them or non.CHALLENGES OF DIGITAL LEARNINGThe information on any topic which has been put on the web demand to be transformed to knowledge at some phase for it to be made utile. As suggested by Mehdi ( 2004 ) â€Å" it can be highly easy and speedy to reassign information from one topographic point to another, it is frequently really hard and decelerate to reassign cognition from one individual to another † .There have been devised several methods to ease the procedure of transition of information to know ledge, digital age has enabled fleet transportation of information and now strives to bring forth faster ways to change over it to knowledge. Teresa & A ; John ( 2007 ) talked about the assorted developments in digital acquisition like word-processing, interactive multimedia, Computer-mediated Communications, New Literacy Studies, Digital Archives and Information Literacy. The best effectual method for this transition ca n't be defined as larning ability differs from individual to individual and different tools produce different consequences in persons. We normally tend to split these groups based on age, state or proficient background. The assorted demands for way of development in the field of digital acquisition have been felt since a long clip. We ca n't anticipate every person to react in a similar mode to tools that are available for digital acquisition. Therefore different tools and learning methods are required for different groups of people which can be implemented with the aid of human computing machine interaction ( HCI ) as emphasized by Bee & A ; Laurel ( 2004 ) . Another issue is the consciousness to all new tools which can be helpful to a scholar which can besides be done with human computing machine interaction. Besides a affair of concern is that there still exists a little population who is wholly barren of digital larning even if they can afford it. This is mostly because of assorted myths and unknowingness. As marked by Guerra, Alfonzo, Suarez, Hernandez & A ; Milan ( 2007 ) learning AIDSs have moved from chalkboard to projector transparences and so to video projectors and PowerPoint. The instructors are normally non able to bring forth really effectual multimedia or other signifiers of digital acquisition. This is rather obvious as we ca n't anticipate every instructor to be a multimedia expert. The Development of assorted tools was done so as to enable the scholars to get he knowledge easy. Another issue is the capital required for the sp reading consciousness, carry oning workshops, supplying preparation and let go ofing new instruction tools and multimedia merchandises for acquisition. Percept ON DIGITAL LEARNING To successfully make digital learning plan, we need to guarantee that value truly is at that place and it is in concrete footings. That means we need to sell scholars on the true proposition that engagement will supply benefits worth the clip and attempt. The course of study needs to be the point of mention for making an effectual digital acquisition. Making so will excite critical motive and give the plan a opportunity to win ( Allen, 2003 ) . Bad digital larning perceptual experience may be due to miss of apprehension, deficiency of communicating, and deficiency of trust or conflicting dockets in appropriate usage engineering. Some end coaching and consciousness exercisings are likely needed to beef up people ‘s perceptual experience ( Allen, 2003 ) . It is of import to recognize that scholars are both emotional and rational ; and emotions have much consequence on people ‘s perceptual experience and what they do. In some digital acquisition surveies conducted in develop ing states, it was found that deficiency of vision and model in implementing digital larning lead to a failure of these digital acquisition undertakings ( Kizito & A ; Bijan, 2006 ; Pal, 2006 ) . Lack of both proficient and societal accomplishments required for execution contributes to the failure of some undertakings. If scholars can non utilize adaptative tools they might experience ashamed and this affects perceptual experience. When scholars feel ashamed and guilt it is because they are sent in environment in which they are non wholly pleased. The feeling will act upon their survey state of affairs, every bit good as the whole acquisition procedure and this consequence in negative feedback, which may cut down concentration and motive ( Ostlund, 2005 ) .Digital Learning A ModelsAHorn & A ; Staker ( 2011 ) A offers A this A drumhead A of A assorted A digital A larning A theoretical accounts: AA Face-A ­aˆ?to-A ­aˆ?Face A Driver AThis attack A retains A instructors to p resent A most A of their A course of study A in A a A traditional A brick-A ­aˆ?and-A ­aˆ?mortar A school puting. A The A instructor A deploys A online A larning A on A a case-A ­aˆ?by-A ­aˆ?case A footing A to A supplement A or A remediate, A frequently in the A back A of A the A schoolroom A or A in a engineering A lab. AARotation AThe common A characteristic A the A rotary motion A theoretical account A is A that A pupils A revolve A between A larning A on-line A in A a A one-A ­aˆ?to-A ­aˆ? one, self-A ­aˆ?paced A environment A and A in A a A traditional A schoolroom. A The A face-A ­aˆ?to-A ­aˆ?face A teacher A normally A oversees A the A online A work. AAFlex APlans with A a A flex A theoretical account A characteristic A an A online A platform A that A delivers A most A of A the A course of study. A Teachers A supply A on-A ­aˆ?site A support A on A a A flexible, A as-A ­aˆ?needed A footing A through A in-A ­ aˆ?person A tutoring A Sessionss A and A little A group A Sessionss. A Many A dropout-A ­aˆ?recovery A and A credit-A ­aˆ?recovery A blended A plans A fit A into A this A theoretical account. AAOnline A Lab AThe online A lab A theoretical account A relies A on A an A online A platform A to A deliver A the A full A class, A but A in A a A brick-A ­aˆ?and-A ­aˆ?mortar A lab A environment. A Normally A these A plans A provide A on-line A instructors. A Paraprofessionals A supervise, A but A offer A small A content A expertness. A Often, A pupils A who A take part A in A an A online A lab A plan A besides A take A traditional A classs. AASelf-A ­aˆ?Blend AThe A most A common A version A of A blended A larning A is A the A self-A ­aˆ?blend A theoretical account, A where A pupils A choose A to A take A one A or A more A classs A on-line A to A addendum A their A traditional A school ‘s A catalog. A The A online A acquisition A is A ever A remo te, A which A distinguishes A it A from A the A online A lab A theoretical account, A but A the A traditional A acquisition A is A in A a A brick and howitzer A school. A All A auxiliary A online A schools A that A offer A a A La A menu A classs A to A single A pupils A facilitate A self-A ­aˆ?blending. AAOnline Driver AThe online A driver A theoretical account A involves an A online A platform A and A teacher A that A present all A course of study. A Students A work A remotely A for A the A most A portion, A Face-A ­aˆ?to-A ­aˆ?face A check-A ­aˆ?ins A may A be A included. A Some A of A these A plans A offer A brick-A ­aˆ? and-A ­aˆ?mortar A constituents A as A good, A such A as extracurricular activities.THE NEED FOR DIGITAL LEARNING IN NIGERIA TERTIARY INSTITUTIONSThe universe is progressing at a rapid rate. Events have moved to the electronic phase with the computing machine at the Centre. This development has brought a batch of invention and revolution into learning and larning. The 3R ‘s ( reading, composing and arithmetic ) which forms the karyon of the old system of instruction has witnessed series of literacy reforms. The universe is now in the age of information engineering or computing machines age ; hence, there is a demand to maintain abreast of clip. One of the ways of accomplishing this is through the debut of computing machine instruction in our establishments of acquisition ( Ajibade, 2006 ) .

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Are immigrants valuable contributors to life in California or are they not - Essay Example Immigrants are valuable contributors to life in California since they are vital in sustaining the economic prosperity of California through their labor supply and payment of taxes to the government (Bohn, 2005). Highly skilled immigrants have spearheaded California’s innovation economy as evidenced by companies such as Google and Qualcomm. The immigrants are more likely to establish businesses and create demand for the manufactured goods thus contributing to the economic life in California (Portes and Rumbaut, 2006). The immigrants have changed the ethnic and cultural composition of California population since Latinos and African Americans form a substantial part of Californian population. Immigrants are valuable contributors to economic, social and cultural life in California. Immigrants are valuable contributors to Californian economy since they have played a critical role in California economy for the last two centuries. About a third of immigrants are likely to start businesses and immigrants’ businesses account for about 5 million jobs across the US (Bohn, 2005). According to statistics, 36.6 percent of businesses in California were owned by immigrants and immigrant business owners contributed about 30 percent of the net business income in California. In addition, highly skilled immigrants have spearheaded innovations since 52 percent of the technological start-ups in Silicon Valley have at least one immigrant founder while global companies like Google and Yahoo are attributed to immigrants (Portes and Rumbaut, 2006). The immigrants contribute $ 30 billion in federal taxes and $ 5.2 billion in state income taxes. The purchasing power of immigrants is estimated at $ 310.5 billion. The immigrants have boosted earnings for Californian workers since more than half of the immigrants have a college degree (Portes and Rumbaut, 2006). Immigrants represent a

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On Comparative analysis of Wal-Mart, Kmart and Burlington - Research Paper Example 10) through different business and management strategies. Almost all different companies play very uniquely in the market with varying organizational objectives, visions, techniques, ideas and strategies and therefore all these companies provide illuminating examples for how differently a market can be created and maintained. This piece of research paper presents a comparative study of the company background information, organizational cultures and environmental factors of three well known companies; Wal-Mart, Kmart and Burlington Coat factory. Based on the comparative analysis of the business strategies and marketing techniques of these three companies, this paper explains how different companies play uniquely in the market by creating values for their customers to make them ultimately satisfied. Company Background Information Wal-Mart The Wal-Mart is always an amazing business story since it has emerged to be the largest retailer from the dream of a family to start a small lucrativ e retail business with their personal saving of six thousand dollars (Soderquist, 2005). Out of all the retail and other brands in the US, Wal-Mart has undoubtedly affected the life of millions around the world by changing their lifestyle, culture and social status too. Wal-Mart operates retail stores in various formats and segments across the world such as discount stores, supercentres, neighborhood markets, Sam’s club and market-side. It is ranked first by Fortune 500 on the list of America’s largest corporations and also as one among the world’s largest corporations listed in 2011. Wal-Mart stores provide its customers with wide range of national as well as internationally recognized brands in categories of grocery, home appliance, entertainment, health and wellness, apparel, home wares and so on. One of the major strengths of the company is that it can quickly shift the products mix to adapt to changes in demand and market since the company has dominant posi tion in its market and also that it provides wide ranges of goods and services (Datamonitor, 2011). The Wal-Mart story The Wal-Mart story begins with Sam Walton’s dream to start a small franchise Ben Franklin’s variety store in Arkansas, Bentonville in 1945 (Ferrell, Fraedrich & Ferrell, 2009, p. 293). The retail store that Sam Walton started began to inspire a group of people with his uncanny ability and his vision to create not just one-of-a-kind company but a revolutionary business model and thus to grow to impact the standard of living for millions upon millions of people every day in the US and worldwide (Soderquist, 2005). Until 1962, the business was entirely devoted to the operation of franchise variety stores. By July 1962, Sam Walton opened the first Wal-Mart store in Rogers and this has eventually grown to be a large chain with 24 stores that ringed up $ 12.7 million sales in 1967. In 1969, the company is formally incorporates as Wal-Mart Stores Inc (History

The problem of homelessness Essay Example for Free

The problem of homelessness Essay Homelessness is the big problem in Unite State. It’s like a group that people are living in the street. People become homeless for many kinds of reason although sometimes not their willing to be. Not only in the United States, but also in other countries had the same problem. So, homelessness is international problems. Also, a country has a lot homeless, it will affect the children. Children are the hope of the country, if the children cannot grow up normally, the country cannot be better even decline. Due to some misconceptions of people make above of the effects came out, so many homeless can’t be gotten supports and helps by people and government. The misconception for the homeless effect deeply in U.S. This is the main point that people don’t care the homeless any more. By researching, there are the common misconceptions about the homeless. For example, almost all homeless people have major mental health problems. Obviously, the stereotype is not true. Because people have misconceptions about homeless people. People will keep away from homeless people that avoid being hurt. So, most homeless people can’t accept any health care and support. As a result, most homeless people impossible to be healed. By the way, when I met a homeless person who was talking to me, I would feel scary also. Because they look dirty, I was afraid that they would hurt me. In general, I’ll keep away from them. However, the homeless people are living street, that’s mean can’t live normally. They are dirty because they don’t have chance to clean themselves rather than lazy. I have once had these beliefs before I didn’t realize what the truth was. Sometimes the stereotypes are harmful for the homeless. For instance, many people suppose they are lazy. For various reasons, even the homeless cannot like a normal, much less to find a job. Otherwise, they maybe not were being the homeless. It’s back to before, so what are the rationales that lead to people becoming homeless? There are three main reasons that people become the homeless. First of all, the domestic violence affects a lot women and children. More than a half of the homeless women with children may have experienced for domestic violence becoming the  homeless. Second, people became homeless because of the bad economics. In United States and China, people lose their job and face the inflationary force; they can’t afford housing even life supplies lead to become homelessness. Third, ment al health problem force people to become homeless. For instance, they are addicted to drugs and alcohols. Dugs and alcohols can make people psychosis. They almost can’t take care of themselves even work. Because they don’t get help, without medication helping lead to become homeless. Above of three reasons are similar between United States and China that people become homeless. From the research, we know a lot women and children are affected by the domestic violence and more and more youth and young adults with child who are homeless have suffered violence in their homes. What the children may happen if their parent is homelessness? First, it effects on children’s physical health. Like, homeless children get sick easier than other children. Second, it effects on children’s mental health. For instance, they delays development slower than other children even malnutrition. Last, it will effect on children’s success in school. They may not graduate from school. However, there have some ways that school and teachers can help and support the homeless children. For example, free therapy, collaborative, and kind of supports. Compare the systems with China, some of children who are homeless living by stealing or some of them will lost and die. In China, a lot homeless would be cared by people before, but following year by year, people don’t care any longer even feel dislike. Most homeless are begging for money panhandlers, now the panhandlers are divided 2 types. One type is called true baggers, such as they are disable, children, elderly, blind, deaf. Another called professional baggers. They always work on the street using the ways that make people give money to them. For example, they’ll block you until you give them money. Due to the fake baggers appeared, people started to hate the homeless. However the true homeless are affected that people don’t care them anymore. In the U.S, the government, agencies and volunteers are as supporting for helping homeless people, but in China. Because of the professional baggers, people’s attitude become negative even the government, only volunteers will help the homeless. To conclude, homelessness issue still needs people’s and government’s help in all over the world. The homeless people, especially children, they really need to be helped and supported. Although our power are lack, collect more and more people and funds to help and support homeless people so that the homeless issue will be solved in the future. Let’s take action to organize some programs, throw the stereotypes away and do our best to help homeless people make the world better and better.

Reflection on Experience With Surgical Wound Care

Reflection on Experience With Surgical Wound Care Reflective Practice is something more than thoughtful practice. It is that form of practice which seeks to problematise many situations of professional performance so that they can become potential learning situations and so the practitioners can continue to learn, grow develop in and through practice (Jarvis 1992). Moon (2004) defines reflection as part of learning and thinking. We reflect in order to learn something, or we learn as a result of reflecting, and the term reflective learning emphasizes the intention to learn from current or prior experience. Using the Gibbs (1988) reflective model for analysis, I will be relaying my thoughts and feelings through this essay which talks about my experience in achieving my learning outcome on surgical wound care. DESCRIPTION As I started my adaptation program in the surgical ward, I am expected to be dealing so much with surgical wound care. To reinforce my knowledge skills on the management of surgical wounds, I studied on the similarities differences that I have observed from our practices back home and from what is practiced here. I noted the different types of dressings cleansing solutions used and the different practices protocols regarding management of wounds. I observed how my mentors changed the dressings, how they removed stitches and staples and how they cleaned the surgical wound. I also observed how complications are prevented by providing patient education and observing the principles of proper hand washing and infection control. During my whole adaptation stay, I was able to develop my skills in the management of surgical wounds. During my previous training back home, we were not given the chance to perform procedures such as changing dressings, cleansing surgical wounds, and removing stitches since it was the surgical resident doctors responsibility to do that. Although I know how to do it due to the numerous times Ive seen them perform these procedures, it still feels different when you do these procedures yourself because you will be able to enhance the skill and gain more confidence when you do it more often. FEELINGS The whole training program gave me the opportunity to apply what I know when performing procedures of managing surgical wounds. Every time I finish performing any procedure, I feel really relieved knowing that I am enhancing my skills in this aspect more more and knowing that I am more self-assured with the experiences Ive had. I also became more confident with providing patient education and focused on principles on wound care hygiene, bathing, and prevention of complications. Aseptic technique was always observed whenever I touched the patients wound to prevent infection. Every time I come in contact with the patients skin, I always kept these principles in mind. EVALUATION The whole experience gave a lot of positive outcomes for me. I understood more about topics such as tissue viability wound healing and I was more familiar with the different dressings commonly used. Another new experience for me was when I was able to witness how to change vacuum dressings for a patient who had a chronic wound in his foot. As defined by Thomas (2001), Vacuum assisted closure (also called vacuum therapy, vacuum sealing or topical negative pressure therapy) is a sophisticated development of a standard surgical procedure, the use of vacuum assisted drainage to remove blood or serous fluid from a wound or operation site. I was amazed with how vacuum could help in wound healing. ANALYSIS According to NHS report, 1998, Wound care has, in the past, not been well managed because of the limited understanding of the healing process and the inadequate range of dressing materials available. Wound management has now come full circle, back to Hippocrates principle and dressings are being developed to provide the ideal environment for nature to do its work. Most surgical wounds are categorised as acute wounds, healing without complication in an expected time frame (Bale and Jones, 1997). However, like all wounds, healing is affected by intrinsic and extrinsic factors that may result in complications (Baxter 2003). Surgical complications include infection, dehiscence, evisceration or bleeding at the surgical site. During the whole of my training, preventing complications was another priority in taking care of surgical patients. The whole experience made me alert at watching out for any sign of complications by making sure that frequent assessment is done, principles of infection control are observed at all times and patient education is being delivered. Looking at the whole experience made me conscious about the great deal of learning I have achieved. I have witnessed how much I have improved with my skills with the help and guidance of my mentor. CONCLUSION Through this experience, I have utilized reflection to aid me in attaining an optimum level of learning by not only focusing on my knowledge but most especially on the positive changes that Ive achieved with my skills. Due to this learning experience, my clinical skill on surgical wound management was further enhanced. If I were to make any changes during my whole learning experience, what I could have done was to grab any opportunity that would come my way. When we had a patient with a vacuum dressing, I was hesitant to change the dressings because I was afraid to make any errors especially that it was quite a complicated procedure. Now Ive realized how much opportunity Ive lost knowing that we did not have many patients who had that type of dressing. This realization makes it clearer to me that I should be more assertive when opportunities on new procedures arise. ACTION PLAN This experience made me promise to myself that whenever I would be faced with more opportunities for learning, I would not hesitate to grab them. I should learn to be more assertive the next time and try my best to find more ways of achieving professional development. In the future, I would want to continue my learning about surgical wound management by keeping myself up-to-date about this topic regularly reading new literature. I would also want to know more about other types of dressings that I am not familiar with and find more avenues of learning through seminars, trainings and knowledge updates. Moon, J. (2004) Reflection and Employability, LTSN http://www.heacademy.ac.uk /assets/York/documents/ourwork /tla/employability/id339 _reflection_and_employability.pdf NHS report on wound care www.nhsdirect.nhs.uk

Reflections On The Professional Use Of Self Social Work Essay

Reflections On The Professional Use Of Self Social Work Essay At the heart of social work lies the fundamental belief in human rights, citizenship and social justice (Fook, 2002). Indeed, social workers are ordinarily duty-bound to advocate the principles of empowerment through anti-oppressive practice whilst placing the wishes and needs of clients at the centre of delivery (General Social Care Council (GSCC), 2004; Dalrymple and Burke, 2006). Yet practice is complex not least because the success of any intervention is entwined with the phenomenological attributes of both clients and practitioners (Prynn, 2008). Thus, social work practitioners face significant challenges such as identifying what they contribute to a relationship, how this impacts on decisions and what individual and structural power imbalances influence practice (Fook, 2002). Critical practice is a conceptual tool which affords practitioners the opportunity to engage in transformational practice whilst recognising the value base and social justice agenda of social work (Fook, 2002). This paper will briefly provide a case study of an experience I encountered as a practitioner. This will then be explored through what Brechin (2000) identifies as the three interrelated domains of critical practice: critical analysis, critical reflexivity and critical action. In doing so it will demonstrate how I have engaged with my self to identify what I took into practice and the implications this can have in being a transformational practitioner. On commencing my role as a project worker within a residential home for young people with behavioural difficulties I was introduced to John (pseudonym). John was fourteen and had a history of anti-social behaviour and a criminal history for burglary and assault although all cases were at least two years prior. John was in care because of a request from his parents who no longer felt they could control his behaviour because his reaction to discipline was often non-compliance and violence. His file illustrated him as mischievous, yet comical, with recent signs of improved behaviour. He enjoyed partaking in various hobbies; however, these were often short-lived with him becoming disinterested very quickly. I worked with John for several months and at a case-review meeting Johns parents informed the panel that he wished to take up boxing. His parents supported the idea, as did the Social Worker because it was thought it may inspire some discipline. I objected because of his criminal conviction of assault. However, the Social Worker dismissed this by indicating that Johns wishes were important and that our role was to empower him. Despite my objections it was agreed that John could attend. John soon attended a boxing club organised and operated by two retired policemen. Approximately one year later John was convicted of aggravated burglary with the victim being an elderly woman. The first domain of critical practice, critical analysis, is concerned with how practitioners evaluate evidence, policies, and knowledge to influence decisions (Brechin, 2000; Glaister, 2008). Furthermore, the practitioner becomes conscious of multiple perspectives and the contextual nature of them (Brechin, 2000; Fook, 2002). Chalmers (2003:22) claims that practitioners who intervene in peoples lives have a responsibility to be informed by rigorous, transparent, up-to-date evaluations. Yet Sheldon and MacDonald (2009) note the reliance on robust evidence being available and the practitioners having the time, resources and skill-base to adequately evaluate evidence. Indeed, Fook (2002) argues that it is often in the interests of agencies to prevent such approaches as it may lead to increased responsibilities and higher costs. Placing this experience in the context of critical analysis it is unsure at this point what informed the Social Workers knowledge; however, it was clear that he wished to respect Johns voice. The Social Worker believed John had personal agency and a fundamental right to choose his own life direction. The GSCC (2004) concurs with the Social Worker in-so-far as practitioners should promote independence and respect the clients right to take risks. The Social Worker, as an agent of the state, was further supported by policies such as article 12 of the United Nations Convention on the Rights of the Child (1990:4) which stipulates that any child capable of forming his or her own views has the right to express those views[and this be] given due weight. Indeed, his employer has signed up to this convention (Somerset County Council, 2009). However, practitioners also have an obligation to ensure that these risks are managed and necessary steps are taken to minimise the risk of harm to service users or others (GSCC, 2010). I held an alternative view to protect John, and others, from harm. It is clear that both the Social Worker and I had valid points, thus, being guided by knowledge, policies and theories on their own may result in conflicts about what actions to follow (Banks, 2006). The second domain of critical practice, critical reflexivity, originates from reflective practice and the concept that practitioners learn through experience (Schà ¶n, 1983). However, because reflective practice has limited criticalness (Fook and Askeland, 2006) it often fails to acknowledge deeper processes which impact practice (Fook, 2002). Furthermore, reflective practice can result in negative outcomes such as self-doubt or an acceptance of status quos (Eby, 2000). Critical reflexivity refers to a practitioner who engages in self-criticism whilst being reflective. The practitioner becomes reflexive in questioning pre-established values, assumptions and prejudices (Taylor and White, 2001) and gains an understanding on how this influences negotiated understandings and interventions whilst working across difference (Glaister, 2008; Fook, 2002). Because critical reflexivity permits the practitioner to acknowledge the complex nature of the clients circumstances and their perspective s there is an organic acknowledgement of cultural and social disparities (Fook, 2002). Indeed, Allport (1978:437) concurs and states how practitioners who engage in inwardness are generally less prejudice, are more tolerant in understanding others, and exhibit a desire for personal autonomy rather than for external, institutional anchorage. Critical reflexivity affords me the opportunity to contemplate on how my preformed values and assumptions influenced my perspective. Thus, I needed to consider the opposition I held to Johns participation. As a pre-adolescent child I was bullied in school with a particular individual being prevalent in my memory. This individual attended martial arts which he duly practised on me. Ultimately, this had a significant impact on my belief that violence is wrong. Indeed, in relation to John my assumption was that everyone who attended a power sport had the potential to bully. This was hyperbolised by Johns past and thus my opposition to his partaking. Adams (2009) supports my exploration by indicating how our experiences can have an implicit impact on our decisions and in this instance I can identify how my negotiated understanding had become manipulated by my self. The Social Worker adopted a Kantianistic approach by wanting to empower John to make his own life choices. Indeed, the Social Worker wanted to advocate Johns rights rather than impose carers perspectives which is understandable considering the current agenda toward person-centred planning (GSCC, 20100; Kellett, 2009). However, I felt that as professionals there was a justification in adopting utilitarianistic values because the risk of re-engaging in criminal activities was too high. Yet evidently apparent is neither the Social Worker or I respected each others perspective. However, notably the issues of the Social Workers claims that he wanted to empower John also become apparent. The very notion that the Social Worker wanted to empower John indicates that the Social Worker was actually the one with the power. Yet, the Social Worker has duties and responsibilities beyond the value of empowerment because of his legislated duty to protect John, and others, from harm (Banks, 2006). The final domain, critical action, is concerned with practitioners having a robust skill-base whilst being conscious of its contextual nature. A critical practitioner works across difference to promote empowerment whilst confronting structural oppressions (Brechin, 2000; Eby, 2000). A primary principle of critical practice is the notion that practitioners should be research-minded in understanding the contextual basis of empirical evidence (Shemmings and Shemmings, 2003). Utilisation of the best available evidence is essential to contemporary practice (Sheldon and MacDonald, 2009) and yet despite being a self-evidently a good idea (Trinder, 2000:3), evidence-based practice has faced fierce opposition because there is a risk that practitioners may abandon reflexivity and personal agency for technical rationality (Taylor and White, 2006; Webb, 2001). However, this view has been adequately challenged by commentators who state that evidence-based practice, which actually means evidence-i nformed practice (MacDonald, 2003; Chalmers, 2003) has, when scrutinised, the potential to minimise the risk of harm to service users (Chalmers, 2003). Indeed, evidence-informed practice is the critically appraised synthesis of empirical and experiential evidence (Fook, 2002; Sheldon and MacDonald, 2009). In linking this to my experience with John, it becomes clear that I could not knowingly offer any definitive empirical evidence to support my perspective. However, neither could the Social Worker. In this sense both the Social Worker and I failed to be research-minded. Thus, in opposition to anti-evidence-based advocates, this experience indicates how practitioners can make mistakes when acting on instinct alone. Indeed, a brief search for empirical evidence found a longitudinal study by Endersen and Olweus (2005) which identified how participation in power sports for adolescents with a previous history of anti-social behaviours is likely to result in re-engagement. As John had a previous history of theft, this evidence may well have helped me, the Social Worker, and even John, come to a different decision. Critical action also involves the practitioner developing a consciousness of the often hidden imbalances of power between themselves, agencies and the client (Payne, 2005). Critical practice occurs within the context of theory and consideration of critical theories permits me to understand my construction of power and how this influenced my action, or inaction. For example, Foucault was concerned with language and how discourse can assist professionals to create natural and unchallengeable situations because they are deemed to have knowledge and thus power (Finlay, 2000:85). Indeed, the Social Worker established, chaired and controlled the case-review meeting. Fook (2002) concurs and argues that professionals utilise societal structures in order to suppress service users. Taking my earlier point regarding the construction of the case-meeting further it is clear that it was designed by adults with no real consideration about what John wanted. Indeed it is hard to understand why John, or an advocate, was not at the meeting. Yet, even if John was permitted to attend, it is highly likely he would have faced oppression by being forced to engage with the hegemonic language of adults which he would not have understood, thus he would ultimately been oppressed and possibly disempowered (Kehily, 2009). However, Cocker and Allain (2008) contend that service users have the right to take a pro-active role in decision making processes and suggest that the role of the practitioner is to ensure that service users are fully informed through the provision of concise information. This clearly did not transpire and thus true empowerment was never apparent. In concluding it is evident a professionals self can impact on the everyday lives of service users and practitioners. As practitioners we all have multiple identities which we take into practice. Not only do these derive from our previous experiences, but also our responsibilities as professionals, agents of the states, as employees and of course as statutory creation created to fulfil a role. Indeed, critical practice assists practitioners highlight how their self has been impacted upon from each of these identities and permits the us to make decisions, along with the service user, that are more likely to produce a more productive, and effective, outcome for all. In engaging in critical practice I have been able to identify significant factors which may have contributed to a better outcome. Whether Johns participation in boxing contributed to his re-engagement in criminal activities cannot be realistically measured. However, what is certain is John was disempowered in-so-far as he should have been fully informed. It is clear that none of the three domains of critical practice isolated can work independently, however, the careful and intentional synthesis of values, experiences, evidence and knowledge along with an awareness of structural disadvantage caused by agencies can all have a positive impact on the self and ultimately a practitioners power to challenge practice. I misplaced my power as a morally active practitioner and permitted the Social Worker to make a judgement based on instinct. I could have researched the potential issues of boxing and provided John with more in-depth information in a format he would understand. However, as practitioners we have an obligation to learn from our experiences because a critical practitioner who is engaged with their self is more likely to succeed in becoming a transformational practitioner.