Ricardo Semler s Leadership Style - 813 Words

1. Describe Ricardo Semler s leadership style. What do you think the advantages and drawbacks of his style might be? Ricardo Semler s leadership style can be described as radical. This approach encourages followers to share their ideas and apply their creativity and ingenuity to reach the company s goals. The employees have the opportunity to offer suggestions to improve the company. Also, every employee establishes their norms and their way of completing their job. They are free to choose their schedule, their level of salary, and who will be their boss. This model gives the employee a positive feedback since they are recognized for their good work and ideas. Some of the advantages the radical leadership style has are: †¢ The employees feel that they have greater responsibility and trust put on them, this can generate greater participation, commitment, and a better job performance. †¢ Each employee is responsible for their own performance, creating self-commitment. †¢ There are no restrictions on resources or schedules that prevent them from carrying out their work properly. †¢ Subordinates are free to choose their schedule and their level of salary. †¢ The employees have to assume the consequences of their actions. †¢ The type of communication is open, there are no defined controls or pressures. †¢ Each employee has the opportunity to vote in the election of the company s leadership and new initiatives. The obstacles that can be found can also be some of the advantages thatShow MoreRelatedRicardo Semler s Leadership Style820 Words   |  4 Pages 1. Describe Ricardo Semler’s leadership style. What do you think the advantages and drawbacks of his style might be? Ricardo Semler’s leadership style can be described as radical. This approach encourages followers to share their ideas and apply their creativity and ingenuity to reach the company’s goals. The employees have the opportunity to offer suggestions to improve the company. Also, every employee establishes their norms and their way of completing their job. They are free toRead MoreLeadership and Management2878 Words   |  12 Pagesincludes information about Recardo Semler and his organization Semco. It shows link between leadership and management. It also explains different types of leadership theories and management theories. It shows link between these theories. It also includes future leadership skills required in semco. And also shows method to plan the development of leadership skills. Answer: - 1 Ricardo Semler has situational leadership style. He is very close to Democratic leadership style. Philip (2003, p.63) describeRead MoreHow Do the Leader’s Management Styles Affect the Team’s Effective at Work?2315 Words   |  10 Pagesleader’s management styles affect the team’s effective at work? Dear Bill Yeung, We would like to inform that about our project topic is about the management styles affect the team’s effective at work. This project aims are to analyze different types of Leadership theories that identified behaviors that differentiated effective leaders from ineffective leaders. There have three types of Leadership theories. 1) Autocratic style 2) Democratic style 3) Laissez-faire style. First, what is â€Å"AutocraticRead MoreManagement Styles1872 Words   |  8 Pagesï » ¿Management Styles of Apple, Google, and SEMCO There are some businesses in the world that stand out more then others due to their success and ability to stay relevant in  their sectors. Three such companies, Apple, Google and Semco are like the all-star team  of corporations that command respect at the mention of their names. The reasons for their success are  illustrated in the business articles â€Å"Managing Without Managers,† â€Å"How Apple Got Everything Right by doing Everything Wrong,† and â€Å"WhereRead MoreRicardo Semler Semco: the Self-Managed Entreprise3880 Words   |  16 Pagesbased on 7 S model 12 5. Conclusions Recommendations 13 6. Bibliography 14 7. Appendix 15 SEMCO in brief SEMCO Group, originally founded in 1953 in Brazil by an Austrian engineer by the name of Antonio Curt Semler, went into business producing centrifuges for the vegetable oil industry. In the 60’s the company changed course to find success in producing components for the naval industry of Brazil, and over the next 20 years the company, still under control by Antonio Semler, enjoyedRead MoreManaging People4036 Words   |  17 Pages 4. EMPOWERMENT CONCEPT 11-13 5. GORES LTD – SIMILAR MANAGEMENT AS SEMCO 14-16 6. CONCLUSION 17 7. REFERENCES 18 INTRODUCTION âž ¢ Management is become very important in today s complex society, as more organizations are formed everyday. So management is very much essential in these organizations to plan organization direct and control operations to achieve the goal of organization. âž ¢ Terry and Rue management is definedRead MoreSemco Pumping Success Case Study4411 Words   |  18 PagesTheories and SEMCO† 8 2.1 â€Å"McGregor’s theory X and Theory Y† 8 2.2 Victor Vroom’s expectancy theory 11 2.3 Conclusion 12 3. Discuss the Concept of Empowerment and Its Relevance to SEMCO 13 3.1 The concept of empowerment 13 3.2 Empowerment s Relevance to SEMCO 15 3.3 Conclusion 17 4. Centaur Technologies INC Its Success/Failure 17 4.1 introduction 17 4.2 Reason which lead to the success of Centaur Company 19 4.3 Reason that might lead to the failure of the centaur company 20 Read MoreCompare and Contrast Semco to a ‘Classical Organisation’, I.E. One Which Has a Traditional Approach to Industrial Relations.2284 Words   |  10 Pagestechnology, tasks, and human components and accomplishes its purposes’ (Alajloni et al. 2010) â€Å"The purpose of work is not to make money. The purpose of work is to make the worker, whether working stiffs or top executives, feel good about life’ (Semler 2004) The present trend in human resource management and labour relations is to place more emphasis on employee involvement, productive employer -employee relations and mechanisms, and on practices that encourages them. The era of classical organisationRead MoreManaging People3937 Words   |  16 Pagestheir theories assumed that people could make rational and logical decisions while trying to maximize personal gains from their work situations. The classical school of management is based on scientific management which has its roots in Henri Fayol s work in France and the ideas of German sociologist Max Weber. Henri Fayol is known as the father of modern management. He developed 14 principles of management based on his management experiences. These principles provide modern-day managers with generalRead MoreThe Evolution of Management Thought2925 Words   |  12 Pagesand motion study evolved which would lead into the setting of standards and performance measurement. Unfortunately the majority of Taylor s excellent work is clouded by his misconception that workers restrict output from ‘the natural instinct and tendency of men to take it easy.’ He referred to it as ‘soldering’ Henri Fayol (1841-1925) writes about leadership and the ‘theory of management’ and Max Weber (1864-1920) develops organizational structures – Weber would be the originator of the term bureaucracy

Transition Into University By Looking At Support Systems...

This essay will look into the issues, challenges and approaches about transition into university by looking at support systems available at an institutional level, examples stated in academic literature and to look at tips that first year students can take into university. By looking at the various academic literature I can look into the student experience, support systems available at Westminster, approaches that universities can utilise for support and to look at how these academic literature gives advice into successfully transition into university. Briggs, et al. (2012) states the key challenges and issues are student expectations, encouraging potential students, student diversity, learner identity, university support systems,†¦show more content†¦The report suggests that it can lead to fewer graduating students and less funding which means that these issues and challenges will have an impact on the university not providing the necessary support for these students. Some of the examples of support that can be utilised by universities stated in Whittaker, R., (2013) are collaboration, understanding of the different types of learning and learners’ groups also there is the process of induction, progressive skills development and pre-entry support. This publication is used to show key features of effective support and recommendations to how universities can enhance the support for transition. For example, one of the approaches that university will use to do this is collaboration in which it will provide inductions into higher education with the support of different support services and teaching staff like IT and library staff also student representatives. Secondly it says that there should be understanding between everyone at the university that there are different modes of learning and learner groups which means that the university will provide support to those like oversea students, who may have basic English skills but will need help to a dapt to the level of higher education. In which they will provide a course for those students that need help with this. In a report from Clark, et al.(2010) in which they explore the experience of first years at Newcastle University they provide in detail ways of

Some parents think that once their children are at school, they can relax and let the education system take control Essay Example For Students

Some parents think that once their children are at school, they can relax and let the education system take control Essay Some parents think that once their children are at school, they can relax and let the education system take control. But this is not the case at all. As research shows, parents have an even greater influence on their childrens academic results than the school does. Most of a childs ability to communicate, to relate to teachers and peers and their attitude to learning, is formed from home. Parents can help give their children a head start, by beginning their education at home. Many parents dont realise how they can help their children at home. Things as simple as baking a cake with their children can help them with their education. Measuring out ingredients for a cake is a simple form of maths. Another example of helping young children with their maths is simply planning a birthday party. They have to decide how many people to invite, how many invitations they will need, how much the stamps will cost, how many prizes, lolly bags, cups, plates, and balloons need to be bought, and so on. Children often find that real life experiences help them to do their maths more easily. Another way that parents can help their children with their maths, is to give them pocket money. It does not have to be a large amount, and they may have to do chores to earn it. This not only teaches them about the value of money, but they may need to use basic maths to work out how long they will have to save to buy the special toy that they want. This means that children are developing their money sense, as well as their maths skills. Reading to children at an early age can give them a head start when they start school. But parents should not stop reading to children when they do start going to school. They still like to be read to, and it can help to increase their sight vocabulary as well. Parents can also help their children with their reading skills by providing them with reading opportunities. Parents can read their children books, signs, magazines à ¢Ã¢â€š ¬Ã¢â‚¬Å" or anything else that interests them. Teaching children the alphabet whilst they are young, can also help them with their spelling and reading. Providing children with the right equipment can help with their education. Giving them a quiet place where they can work, read and do homework, with a good reading light and a comfortable chair and desk, are just some of these things. Parents can also help their children by proving them with some reference books, and any other relevant learning material they might need. There are many ways that parents can help their children with their oral communication skills. Some of these include letting their child answer the phone and order food and participate in family conversation and informal conversation with neighbours so that they can experience all different situations where different types of speech are used. It is important to encourage good speech, and parents  should do this by using correct speech themselves, and helping their children when they say something incorrectly. Parents can help with Society and Environment in a number of different ways. For example, they can show their children how the scale and legends on a road map help you to determine your route. Parents can also help their children with finding information for assignments, but they have to make sure that they do not do the assignments for them. Science is everywhere around us, and helping children with this subject can be very easy for parents. Pointing out flora and fauna in the garden for example is giving children a head start in their education. The fridge, TV, air-conditioner, and computer are all related to science in one way or another, and teaching young children about these things and of course many others, can help to develop their scientific minds. .uf2fa357a24bb23a7d0ecf405affc81bd , .uf2fa357a24bb23a7d0ecf405affc81bd .postImageUrl , .uf2fa357a24bb23a7d0ecf405affc81bd .centered-text-area { min-height: 80px; position: relative; } .uf2fa357a24bb23a7d0ecf405affc81bd , .uf2fa357a24bb23a7d0ecf405affc81bd:hover , .uf2fa357a24bb23a7d0ecf405affc81bd:visited , .uf2fa357a24bb23a7d0ecf405affc81bd:active { border:0!important; } .uf2fa357a24bb23a7d0ecf405affc81bd .clearfix:after { content: ""; display: table; clear: both; } .uf2fa357a24bb23a7d0ecf405affc81bd { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .uf2fa357a24bb23a7d0ecf405affc81bd:active , .uf2fa357a24bb23a7d0ecf405affc81bd:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .uf2fa357a24bb23a7d0ecf405affc81bd .centered-text-area { width: 100%; position: relative ; } .uf2fa357a24bb23a7d0ecf405affc81bd .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .uf2fa357a24bb23a7d0ecf405affc81bd .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .uf2fa357a24bb23a7d0ecf405affc81bd .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .uf2fa357a24bb23a7d0ecf405affc81bd:hover .ctaButton { background-color: #34495E!important; } .uf2fa357a24bb23a7d0ecf405affc81bd .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .uf2fa357a24bb23a7d0ecf405affc81bd .uf2fa357a24bb23a7d0ecf405affc81bd-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .uf2fa357a24bb23a7d0ecf405affc81bd:after { content: ""; display: block; clear: both; } READ: Career Goals And The Code Of Ethics EssayHealth starts from an early age, and teaching children basic things at home can help them when they start to go to school. Parents can teach their children about food, exercise, and rest and this will help them with health, as these things are related to it. Parents can also teach their children the importance of safety rules, hand washing, and caring for teeth, all of which are increasing their knowledge of the topic. Evidently, parents do need to take an active and interested role in the education of their children. As mentioned, there are a variety of different things that parents should do to help their children with their education, but of course there are many more things that parents can do. If parents dont do any of these things, you can easily see how far their children may fall behind when they go to school. So if parents want their children to do well at school, they must be prepared to help educate their children at home.

Impact of Recruitment and Selection Strategy - MyAssignmenthelp.com

Question: Discuss about the Impact of Recruitment and Selection Strategy. Answer: Introduction The aim of the report is to highlight upon the human resource and recruitment issues that are encountered by the Allphone. It is relevant to mention that proper human resource policy is required in a business organization that will help them to deal with all types of organizational issues and competitive challenges that are encountered within an industry environment. It is important for an organization to have proper recruitment strategy that is needed to select the best candidates for improving upon the organizational performance. The current report will highlight upon the issues related labour supply and demography along with that of workplace diversity and age. The report will also shed light upon the recruitment strategies that needs to be implemented based upon the internal and external business criteria. The Allphone belong within the industry of telecommunication retail service. It is therefore essential to improve upon the performance quality that is needed to deal with the changes that occurs within the respective industry. With the help of more effective HR strategies it is possible for Allphone to improve upon the level of business performance and brand reputation. The company also need to implement proper Human Capital Management policy, which will help to evaluate the effectiveness of individual workers within the company. Selected HR issues and its Causes The telecommunication sector in Australia is considered to be one of the fastest growing industry. This is mostly due to the digitisation of all types of business process operations, which has increased the service demand of Telecommunication industry. It is highly essential for the business organisations in a respective industry to provide fast and fast and efficient quality of service in order to gain competitive advantage. The context of Australia, business organisations like Allphone, is facing huge challenge due to the inability to select proper and talented candidates. Due to the improvement in the quality of education service, candidates gets the opportunity to acquire high level of skills and communication skills that are needed in all forms of business operations. Hence, Corin and Bjrk (2017) have mentioned in the context that with traditional form of recruitment process, it may not be possible to distinguish the Talent level of each particular candidate. Lawrence et al., (2013), have added that and the recruitment process is considered to be one of the major challenge of Human Resource Department in major telecommunication industries. The company is currently facing issues due to lack of future planning in Human Resource strategy. Due to the implementation of Harvard Framework in HRM strategy, the main area of focus of Allphone Company is to measure the performance of the company based upon definite unit of analysis. In spite of the fact that the human resource management is considered as a major social investment, there are no separate strategies implemented by the organisation to look after the issues of Employees (Kurtz William 2017). According to Dandaro et al., (2017), due to the globalisation of business human resource Department face challenge to manage the vast network of employees. Changes that occurred in the organisational structure is also one of the major issue that results in the company facing high level of conflict with in the workplace. In the context of the telecommunication industry of Australia, the high level of competition is causing a major challenge in sustainability. Without effective quality of customer service, it is not possible for the Allphone Company, to meet up the demand of the customers. The demographic diversity in Australia is also one of the major challenge that are encountered by Allphone. Population of over 24 million, Australia is currently facing challenge of fast aging community. Hence, there is a lack of young and talented candidates that are currently required to deal with all type of major competitive challenges in the business environment (Oaya et al., 2017). This has forced the organization to recruit workers from different nations, which has therefore increased the workforce diversity. Brewster et al., (2016), have added in the context that increase level of diversity in the workplace, can raise the risk of organisational conflict between employees as they may face challenges in the Communication. Ageing population in Australia is also rapidly changing the demand and supply rate within the labour market. Aging population result in a significant part of the labour and workers will not be able to cope up to deal with the excessive pressure in the business environment. In order to deal with the issue of the labour market, telecommunication industry has to hire workers from foreign countries. Immigration from New Zealand has been one of the major source of recruitment in all major work places in Australia. Currently, nearly 25% of all the workforce in Allphone originate from the nation of New Zealand. It is highly essential for the business organisation to predict and forecast the changes of the labour market. The increase in the level of service quality has resulted in higher labour cost for the business organisation. Hence, company has to bear extra cost for investment in human resource (Shields et al., 2015). Another major issue faced by Allphone in the process of recruitment is the fact that they have to depend upon third party agents for conducting the selection procedures. This increases the cost of overall selection and recruitment process, and they have to invest in hiring additional HR managers. There is also high level of risks that are involved in sharing company's internal information to the new staffs. Proper Recruitment and Selection strategy In order to deal with the challenges in Human Resource Department, this important for Allphone to deploy proper strategy that are needed to deal with issues related to changing business environment in the respective sector. The organisation also need to ensure that proper talent are being inherited within the workers, which can help them to respond swiftly with changing demand of the client groups. As mentioned in the previous section the change in the supply demand of labour market need to be predicted by the organisation, which is highly required in the purpose of implementing future sustainable strategies for the Human Resource Department (Rothenberg et al., 2017). The primary action that need to implement it is to modify the overall recruitment and selection strategy. Raghuram et al., (2017), have mentioned about the importance of using human resource information system, which can enhance the part of information processing that are needed to deal with major challenges. This can also help the company to evaluate huge number of candidates within a limited period of time thereby improving upon the chance of getting better skilled workers. It is very much evident that due to the shortage of skilled labour does in Australian fast aging population, companies have to recruit employees from foreign Nations. However, it is highly recommended for the company to improve upon the level of cultural awareness within the workplace. This is Highly Effective in dealing with the issues related to workplace conflict that is usually caused due to lack of effective internal communication. Improve level of cultural diversity within the workplace can also help to enhance the level of interpersonal relationship between different employees. The company need to conduct essential research on the demographic changes in the Australian business environment. This will help to deal with the change and maintain sustainability the Human Resource Department. Proper evaluation of the productivity is also needed that can help to deal with advanced level of changes that occur within the demand level of the customers. From the changing environment of business, it is evident that implementation of Technology and digitisation of business operation requires a large amount of business changes. Implementation of work ethics within the Human Resource Department will help to deal with the issues that are caused due to implementation of excessive stress and pressure. It is also the duty of the human resource manager to ensure that proper safety protocols are being implemented within the workplace that ensures and maintains as the environment. This in turn can help to maintain high level of motivation within the workers, which is required in the process of maintaining high level of productivity and efficient level of customer service. In order to improve upon the employee relationship, human resource management need to provide effective level of training to workers of every department that is necessary to follow the protocols of human rights and Employment act. The employees need to give full freedom to ra ise up with all the issues that can compromise the environment within the workplace. The psychological relationship also needs to be enhanced within the organisation that is needed to maintain the working protocol. The company need to have an official contract with all levels of employees, which is necessary to deal with all type of legal challenges that are encountered by the Human Resource Department. The employer also need to help detailed information related to the legal environment in Australia, which is necessary in maintaining ethical protocol. Parameters like wages of the employee and job profile need to be clearly mentioned within the employment contract. Markoulli et al., (2017), have mentioned about the importance of providing advanced and timely level of training to the Employees. This is needed for implementation of Technology in the workplace. As the aging population of Australia is facing challenges, providing them with proper technical training me help them to acquire new skills that are needed for advanced level of issues related to that of the changes that occurred in the technological background of business. Conclusion In the concluding note it can be said that the major issue that is encountered by Allphone is mainly due to the demographic changes including the issue of fast aging population within the Australian community. The major challenge in the context is the company is not able to implement proper Change management policy that is needed to maintain sustainability within the business. A particular working protocol that is being maintained within the organisation helps to deal with most of the changes that are needed for the dealing with the increase level of customer demand in the telecommunication sector. In order to deal with the HR issues in the Allphone Company, it is important to deal with the process of recruitment and selection. In order to deal with the labour issue within the Australian business environment the company need to enhance the cultural diversity it is necessary in the process of recruiting workers from different nations and cultural background. It is also important to strictly follow the legal guidelines of employment implemented by Australian government that is necessary to maintain ethical balance in the workplace. Proper and regular training to the employees are also necessary in the context of dealing with issues related poor performance level. Reference Brewster, C., Mayrhofer, W., Morley, M. (Eds.). (2016). New challenges for European resource management. Springer. Corin, L., Bjrk, L. (2017). Job Demands and Job Resources in Human Service Managerial Work An External Assessment Through Work Content Analysis. Test1, 6(4), 3-28. Dandaro, F., Silva, A. C., Carvalho, D. O. D. (2017). Human Resources: The Process of Recruitment and Selection in Small Businesses. Weber Business Management. Kurtz, J., William, A. (2017). INFLUENTIAL ROLE OF EMPLOYEE PERCEPTION OF RECRUITMENT AND SELECTION ON PERFORMANCE. AUSTRALIAN JOURNAL OF ECONOMICS AND MANAGEMENT SCIENCES, 7(5). Lawrence, D., Hancock, K. J., Kisely, S. (2013). The gap in life expectancy from preventable physical illness in psychiatric patients in Western Australia: retrospective analysis of population based registers. Bmj, 346, f2539. Markoulli, M., Lee, C. I., Byington, E., Felps, W. A. (2017). Mapping Human Resource Management: Reviewing the field and charting future directions. Human Resource Management Review, 27(3), 367-396. Oaya, Z. C. T., Ogbu, J., Remilekun, G. (2017). Impact of Recruitment and Selection Strategy on Employees Performance: A Study of Three Selected Manufacturing Companies in Nigeria. International Journal of Innovation and Economic Development, 3(3), 32-42. Raghuram, S., Brewster, C., Chen, X. P., Farndale, E., Gully, S., Morley, M. J. (2017). On theory, technique and text: guidelines and suggestions on publishing International Human Resource Management Research. The International Journal of Human Resource Management, 28(12), 1640-1660. Rothenberg, S., Hull, C. E., Tang, Z. (2017). The impact of human resource management on corporate social performance strengths and concerns. Business Society, 56(3), 391-418. Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., ... Plimmer, G. (2015). Managing Employee Performance Reward: Concepts, Practices, Strategies. Cambridge University Press.

Hitlers Willing Executioners Essays - Daniel Goldhagen,

Hitler's Willing Executioners Fifty years after Adolph Hitler's failed attempt to exterminate the Jews of Europe, there still remains no consensus upon the causes of this event. Daniel Jonah Goldhagen, author of Hilter's Willing Executioners, attempts to provide a new approach and new explanations to the perplexing questions left in the aftermath of 1945. Upon it's publication, Goldhagen's thesis came under much scrutiny by his academic peers. Goldhagen's argument is that the usual historical explanations of the Holocaust do not add up. The Holocaust was not perpetrated by a small band of Nazis but by ?ordinary Germans? in the hundreds of thousands. The abrupt transformation of Germans from bakers, bankers and bureaucrats to mass murderers was due to a particularly virulent strain of anti-Semitism. Goldhagen's indictment focuses on the citizenry's complicity in three of Nazi Germany's institutions of mass killing; the Ordnungspolizie (the Nazi Police Battalions), the work camps where Jews were incarcerated, and the death marches from the those camps led by prison guards and their charges near the end of the war. While Goldhagen efficiently states the thesis to his dissertation, his organizational style leaves much to be desired. One of the primary problems with his style is it's irritatingly repetitive nature. Goldhagen simply reiterates his position, particularly in the opening chapters. In these chapter, on no less than five occasions, he states the need for academicians to ?reconceive our understanding of modern German anti-Semitism by applying the theoretical and methodological prescriptions enunciated here, including the dimensional framework, to a more specific analysis of the history of anti-Semitism in Germany prior to the Nazi period, and then to an analysis of anti-Semitism in Germany during the Nazi period itself.? (Goldhagen, 47) The immense size of the book does not provide continuing evidence to support the thesis, rather it redundantly applies the same information. Goldhagen's work consists of an introduction, six parts composed of 16 chapters and an epilogue: Introduction: Reconcieving Central Aspects of the Holocaust The Introduction begins with a compelling narrative regarding Captain Wolfgang Hoffman, the commander of one of the three companies of Police Battalion 101. In this narrative, Capt. Hoffman expresses his contempt for an order that commanded members of his company to sign a declaration which obligated the soldier ?not to steal, not to plunder, and not to buy without paying.? (Goldhagen, 3) Goldhagen points out that if an officer could refuse an order of this nature, there was precedence to refuse the orders requiring genocidal activities. The remainder of the Introduction sets the guidelines for his dissertation. Part I: Understanding German Anti-Semitism: the Eliminationist Mind-Set Chapter 1: Recasting the View of Anti-Semitism: A Framework for Analysis Goldhagen suggests we disregard the notion that ?Germans were more or less like us?. (Goldhagen, 27) Instead, to gain a better insight to the anti-Semitism which provided the genesis of genocide, we should study Nazi Germany from a anthropological viewpoint. An examination of Germany would reveal some similarity with our society, however there would be several differences. Namely, the conclusion that German anti-Semitism was integral to the beliefs to the ?ordinary? German. Goldhagen purports the universal conceptualization of the Jews by German society constituted the eliminationist ideology. Chapter 2: The Evolution of Eliminationist Anti-Semitism in Modern Germany This chapter is Goldhagen's attempt to provide a historical understanding of the anti-Semitic ideology of the German people, and the subsequent genocidal actions which occurred. The consideration of Judaism as a corollary of Christianity is imperative to understand the inherent anti-Semitic nature of Germany. Jews and their faith were seen as an affront to Christianity. If the Jews, the people of God , shunned the promised messiah, then something was awry. Either the Jews were right, and Jesus was a false prophet, or the Christians were right, and the Jews had been led astray. This theological impasse provided the initial antagonism between the two religions. However, the ?Christians conceived of their religion as superseding Judaism. Therefore, Jews...ought to disappear from the Earth.? (Goldhagen, 47) Goldhagen continues his historical evolution of anti-Semitism alluding to the concept of Jews as ?Christ-killers?, as minions of Satan, as usurers and as malevolent and corrosive members of society. It was these church inspired misconceptions of the Jews which would be ultimately responsible for the anti-Semitic fervor of the ordinary German Volk. Chapter 3: Eliminationist Anti-Semitism: The ?Common Sense? of German Society During the Nazi Period This chapter's discussion deals with the analysis of the relationship of German anti-Semitism during the Nazi period to the measures that the Germans took against the Jews. The concept of the Judenfrage (the Jewish Problem) required a solution. Some fundamental change in the nature

7 Ps of Banking Sector Essay Example

7 Ps of Banking Sector Essay Example 7 Ps of Banking Sector Essay 7 Ps of Banking Sector Essay Executive Summary: Nowadays, the service industry, especially banks, faces increasing competition. In such environment, differentiation is necessary. The general purpose of this thesis is to understand how a bank can achieve differentiation based on a marketing approach. Two research questions will respectively examine the three additional P’s of the marketing mix (People, Presentation or Physical Evidence and Process) and the Customer Relationship Management as possible differentiators. To fulfill the purpose, we introduce an extended model of the CRM concept, including the three additional P’s. After an analysis, it is concluded that the extended model of the CRM concept is actually used as a differentiator. However, as the major Indian bank have a similar strategy; it then appears really difficult to differentiate to a large extent. Background The importance of financial services is self-evident for the well being of economies as well as societies. Major providers of such services are banks, next to mortgage credit companies and insurance companies. Banks, in this context, are commercial retail banks, offering a wide range of financial services and even insurance. Main functions of banks are, according to Encyclopedia Britannica (2006), the provision of loans and the acceptance of deposits. Corporate customers use banks for issuing finance instruments and derivatives. The provision of, among others, instruments for saving, financing, payment mediation and risk controlling are offered in markets characterized by federal regulation and stiff competition. Due to the resulting pressure, financial service providers are forced to evaluate current strategies and to find new ways of approaching the market. The service nature of bank offers represents an additional challenge. A possible way to realize distinct offers is to promise and deliver superior solutions to the problems of customers. The fact that services cannot be patented provides great danger to imitation. Marketers must be aware of this threat and have to create offerings that are unique or only imitable at a high cost. Having such an offering provides for differentiation from competitors. In recent years, relationship marketing is an approach that has been used substantially. Marketing techniques can provide some tools for setting a bank apart from competitors, focusing less on products and more on additional services and the establishment of long term relationships with customers. Services customers in general do not buy services because of the service itself, but rather focus on potential benefits gained through that purchase. An example could be that customers of a bank do not purchase a savings product for the pure safekeeping function, but rather for the promised interest payments on it. Consumers have imperfect information and therefore rely upon assistance to gain important and valuable information from the service provider. Financial service providers must therefore offer the required assistance and use this for successful businesses. The biggest banks can be seen as their respective main competition, due to their offering of similar financial services. A way to remain competitive in the more and more complex banking environment is the use of the Customer Relationship Management (CRM) concept. The basic approach of CRM in a banking context is to center all operations of a bank on its customers, creating a CRM state of mind in an enterprise wide manner. CRM then consists of such sub-concepts as internal marketing, relationship marketing, Total Quality Management (TQM) and customer care. This underlying thesis approaches the topic of bank differentiation from a marketing perspective. However, due to the complexity of the subject of marketing, this thesis apply a Customer Relationship Management approach that is extended by three additional Ps (see theoretical framework), from the service marketing literature to narrow the focus of this study. Despite the possibility to identify a basic bank loan as a product to some extent, there is always some kind and amount of service involved when speaking about bank offerings. Therefore the terms financial service/s, financial product/s, bank service/s, bank product/s, and bank offering are used interchangeably. In recent years, financial institutions of all types are operating in an increasingly competitive market environment. In response to this volatile market environment, commercial banks have shown a renewed interest in marketing their products to their customers more effectively. To remain competitive, financial institutions, including banks of all sizes, utilize marketing tools and techniques. Relationship marketing is a way for banks to gain competitive advantage, since technical advances can be copied, whereas relationships cannot. The service nature of bank offers represents an additional challenge. The banking transactions are invisible; the transfer of money from one account to another cannot be seen and is therefore difficult to evaluate. As a result banks have to be concerned with making them known for more noticeable offerings. The two general definitions of differentiation. The first one is the ‘process of differentiating’. The second offered definition states differentiation as â€Å"development from the one to the many, the simple to the complex, or the homogeneous to the heterogeneous†. Product differentiation is defined as the marketing of slightly modified products. The aim of these products is to become irreplaceable. Products can be modified on two levels, a physical and a psychological level Modifications on a physical level include for example materials used, design and quality aspects. Advertising campaigns and reputation building for the producer are aspects that can lead to different psychological perceptions. Usually both levels of product differentiation are applied, and the use of brand names and trade marks plays an important role in this area. The concept of differentiation is described as a process of adding distinct characteristics that are not only meaningful but also valued, to the offerings of a company in order to distinguish the goods or services from the ones of competitors. A description of differentiation in a service industry context, claiming that sophisticated companies never offer their branded services as pure commodities. Differentiation at the lowest product level is extremely difficult because these basic products can easily be copied. The difference is created by differing brand relationships from those of competitors, which eads to a distinct image in the mind of a customer. A variety of possible ways of differentiation. Sophisticated companies manage to find chances to distinguish themselves from competitors at every point of customer contact. Differentiation measures such as form, durability and reparability are devoted entirely to physical aspects of products, and are therefore not applicable in service environments such as the banking sector. The aspect of the ‘physical plant’, relating to image differentiation, deals with facility design. Banks must communicate an image of safety through e. . the architecture of the building, the interior design and materials. There are basically two aspects that reason the use of differentiation: one being competitiveness and the second one being profitability. Successful differentiation increases competitiveness by creating an irreplaceable product, allowing companies to extend product life cycles. Referring to products, the delivery of performance quality has been found to be positively correlated with the Return On Investment (ROI), allowing businesses to charge higher prices for a better product. As current topic only deals with the problem of differentiation of banks from a marketing perspective to a small extent, the authors of this thesis decide to explore the concept of differentiation through the marketing approach. The marketing mix concept, consisting of the so called 4 Ps: Product, Price, Promotion, and Place (Distribution) presents the starting point of this research. However, it appeared that these traditional marketing factors are not useful in the context of financial service differentiation. Expanding the concept of the 4Ps of the marketing mix by adding three additional Ps to service environments. The marketing of services in general, relies heavily on the employees of a service provider. The very nature of service delivery requires the contact of at least one employee and the customer. Knowing this, financial service providers can identify people as a major way to make a distinct offering in the mind of its customers. Purpose The general purpose of this thesis is to understand how a bank can achieve differentiation based on a marketing approach. Questions The questions underlying this thesis are: Do the three additional P’s offer sufficient variables that can be used to achieve differentiation for SBI? How can a bank achieve differentiation from competitive banks by focusing on Customer Relationship Management? Introduction: State Bank of India (SBI) is the largest nationalized commercial bank in India in terms of assets, number of branches, deposits, profits and workforce. With the liberalization of the Indian banking industry in the mid-1990s, SBI faced stiff competition from the private sector and foreign banks which resulted in significant loss of its market share. The case describes the efforts of SBI to regain its lost market share by undergoing a major restructuring exercise which involved redesigning its branch network, providing alternate banking channels, emphasis on lean structure and technology up gradation. The case also discusses how SBI is building its image as a customer friendly bank by launching innovative products services and promoting its brand. History: The origin of SBI dates back to the early 19th century, when the Bank of Calcutta was established in Calcutta (present day Kolkata in the state of West Bengal) in June 1806 under the aegis of the Government of Bengal. Three years after its inception, the bank was renamed Bank of Bengal on receiving its charter. It was a unique banking institution as it was the first joint-stock bank in British India. Next came the Bank of Bombay in April 1840 followed by the Bank of Madras on July 1843. By 1876, the three presidency banks, together with their branches, agencies and sub-agencies, covered major inland trade centers in India. Bank of Bengal had 18 branches while the other two had 15 branches each. Initially, the business of these anks was restricted to discounting bills of exchange or other negotiable private securities, keeping cash accounts and receiving deposits and issuing and circulating cash notes. The last quarter of the 19th century witnessed rapid commercialization in India owing to the expansion of the railway network, to cover all major geographic regions of the country. The three presidency banks were both beneficiaries and promoters of this commercialization process as they became involved in the financing of practically every trading, manufacturing and mining activity in the Indian sub-continent. The three presidency banks were amalgamated in January 1921 to form the Imperial Bank of India. The new bank performed the triple role of a commercial bank, a bankers bank and a banker to the government. However, the quasi-central bank role performed by the Imperial Bank ended with the formation of the Reserve Bank of India (RBI) as the central bank of India in 1935. RBIs establishment was a catalyst in the conversion of the Imperial Bank into a purely commercial bank. At the time of Independence in 1947, the Imperial Bank had acquired a paramount position in the countrys banking industry. It had a capital base of Rs. 18. 5 mn, deposits of Rs. 2. 7514 bn and advances of Rs. 729. 4 mn. It had a network of 172 branches and over 200 sub-offices spread all over India. When the first Five Year Plan was launched in 1951, the rural sector was given top priority. The Imperial Bank and other commercial banks too operated mainly in urban areas and had not yet penetrated the rural sector. To overcome this lacuna, it was recommended that a state-partnered and state-sponsored bank be created to take over the Imperial Bank and integrate the former state-owned or state-associated banks with it 7 P’S of BANKING SECTOR ( SBI) It is very important for any bank to identify the 7 P’s of services so as to understand their customers better and provide them with best of service. The 7 P’s are: PRODUCT PRICE PLACE PROMOTION PEOPLE PROCESS PHYSICAL EVIDENCE PRODUCT MIX The product mix of a company includes all different product lines a company offers to its customers. The product line of a bank might easily include more than 100 different services. In today’s competitive scenario it has become very necessary for a bank to provide it’s customers with a wide variety of services and the best technology in order to attract them. Here is an example of some of the products offered by SBI Bank to its customers. Offering SBI Banks Savings Account is just the right product for everyone, salaried, employees or businessmen, high net worth individuals and NRIs. The unmatched package of SBI Bank Savings Bank account given below brings the benefits of better, efficient and hassle free banking. ATM Network 7-Day Banking Telebanking iConnect-Internet Banking Offering SBI Bank has joined hands with Citibank, to give rise to a new kind of card power unique and unmatched benefits and international SBIlity at the most competitive rates. The SBI Bank Citibank International Silver Card, the MasterCard and Unique Card offers quite a few benefits. Rewards Dial-A-Draft Credit Limit Increase 24-Hour ATMs Photo card Concession on Personal Remittances Overdraft facility Free ATM Card PRODUCT WIDTH AND DEPTH Width Width of the product mix is the number of product lines a company is offering. The product width could be a narrow one or a wide one depending from bank to bank. A wide mix encourages more sales since the banks are able to diversify and provide more to their customers and they also appeal to a larger target market. Depth Depth of the product mix is the number of product items in each product line. Banks with more schemes and services have more depths than those offering only a few. Here is table giving an example of Width and Depth in the Product Mix: Similarly, different banks plan out their product portfolios and based on that, the depth and width of their product mix can be determined. In today’s scenario, where there is cutthroat competition and new foreign banks entering the Indian markets, it has became more or less like a law to have very wide product lines with more and more number of products in each line. PRICE MIX The price mix in the banking sector is nothing but the interest rates charged by the different banks. In today’s competitive scenario where customer is the king, the banks have to charge them interest at a rate in accordance with the RBI directives. Banks also compete in terms of annual fees for services like credit cards, DMAT etc. Another important aspect of the bank’s pricing policy today is the interest charged on the Home Loans and Car Loans. With India’s economy progressing, there are more and more buyers seeking these loans but at a very competitive interest rate. Let’s understand this with an example. A particular buyer approaches a bank for a car loan for a period of 3 years. He is charged Rs. 20,000 as interest. However, if a sale representative of another bank comes to know of this deal, he will try to attract the customer by giving him a better deal i. e. a loan at a lower rate on interest. In this way, it is the customer that ultimately benefits. Here is an example of some of the prices charged by SBI bank for their services ATM Card IssueFree – 2 ATM cards issued free if it joint account Add – on CardRS. 100 – Beyond 2 cards Duplicate CardRs. 100 Other General Charges Current AccountSavings Account Transaction ChargesNILNIL Charges for issue of Cheques bookNILNIL Issue of duplicate statementRs. 25 per pageRs. 25 per page Account closureRs. 100Rs. 100 This example evinces some of the charges that the customer has to pay for the services provided by the bank. The pricing factor is very important because of the kind of competition that is prevailing today in the Indian market. However it is very important to understand that in the banking sector, the main pricing policy is concerned with the interest rate charged. This interest rate is however regulated by the RESERVE BANK OF INDIA and THE INDIAN BANKING ASSOCAITION. Any one particular bank or a group of banks does not regulate it. The interest rate charged cannot be higher than that decide by the RBI and the INDIAN BANKING ASSOCIATION. Thus, inspite of the constraints in the pricing policy due to the RBI directives there are mainly three types of pricing methods adopted by banks. They are: Value pricing: Banks having unique or different products or schemes mainly do this type of pricing. They usually charge a combination of high and low prices depending on the customer loyalty as well as the products. This type of pricing strategy is usually coupled with promotion programmes. Going Rate pricing: The most commonly used pricing technique is the going rate pricing. In going rate pricing, the bank bases its price largely depending on the competitor’s prices. The banks however have to stay within the RBI directives and compete. The banks may charge higher or lower than their competitors. After 1991 when the foreign banks entered the Indian market this method of pricing has gained increasing importance. Mark up pricing: This is a pricing technique wherein the cost of the service is determined and a small margin is added to it and then the final price is offered to the customers. This type of pricing is the not very popular since in the banking sector it is not very easy to arrive at the cost of the service. Thus most banks use a combination of mark – up pricing and going rate pricing. THE MOST FAVORABLE PRICING STRATEGY This model shows a pricing strategy, which should be adopted in order to ensure maximum satisfaction to both the bank as well as the customers. The price should be set in such a manner that the customer is assured that he is not being cheated or overcharged by the bank and at the same time the bank is able to reap maximum profits. Such a pricing stand helps the bank get maximum sales as well as profits since the customer feels that by entering such a transaction he is winning. PLACE MIX Place mix is the location analysis for banks branches. There are number a factors affecting the determination of the location of the branch of bank. It is very necessary a bank to situated at a location where most of its target population is located. Some of the important factors affecting the location analysis of a bank are: The trade area Population characteristics Commercial structure Industrial structure Banking structure Proximity to other convenient outlets Real estate rates Proximity to public transportation Drawing time Location of competition Visibility Access It is not necessary that all the above conditions have to be satisfied while selecting the location but it should be tried to satisfy as many of them as possible. PROMOTION MIX Promotion is nothing but making the customer more and more aware of the services and benefits provided by the bank. The banks today can use a lot of new technology to communicate to their customers. Two of the fastest growing modern tools of communicating with the customers are: Internet Banking Mobile Banking This can be better explained with the example of UTI bank. SMS services SMS functions through simple text messages sent from your cellular phone. These messages are recognized by SBI bank to provide you with the required information. For example, when you enter ‘IBAL’ your cellular phone screen will display the current balance in your primary account. Thus with the help of SMS a wide range of query based transactions can be performed without even making a call. SBI was the first organization in India to provide Wireless Application Protocol (WAP) based services. Mobile commerce using WAP technology, allows secure online access of the web using mobile devices. With WAP one can directly access the ICICI WAP server, check one’s account details and use other value added services. Thus different methods are used by different banks to promoter its services. A bank may have very attractive schemes and services to offer to their customers but they are of no use if they are not communicated properly to the customers. Promotion is o inform and remind the individuals and persuade them to accept, recommend or use of product, service or idea. However there some very important points that is to be considered before the promotion strategy is made. These points are: Finalizing the Budget Before the bank decides the kind of promotion that should be done, it very important to finalize the budget for it. The formulation of a sound budget is essential to remove the financial constraints in the process. The budget is determined on the basis of volume of business of the bank. In addition to this the intensity of competition also plays a decisive role. Selecting a suitable vehicle Another very important task is to select a suitable vehicle for driving the message. There are a number of devices to advertise such as broadcast media, telecast media and the print media. The selecting of the mode of advertising is strongly influenced by the kind of budget decided. Usually for promoting banks the most effective and economical form of advertising has been the print media. Making possible creativity Making possible creativity is nothing but the kind of slogans, punch lines etc. that are supporting the message. They should be very creative but yet simple to be understood by the common man. It should appeal to the customers. It should be distinct from that of the competitors and should be successful in informing and sensing the customers. Testing the Effectiveness It should be borne in mind that the advertisement is first tested for its effectiveness. This should be done with the help of various techniques like testing effectiveness on a sample group. This helps determine the success of the advertisement and in case of any problem the advertisement can be altered and remedied. Instrumentality of Branch Managers At a micro level, it is the responsibility of the branch managers to promote and drive the message to the people in the local area. They should organize small programs in order to attract people and crate awareness in the local area about the new schemes of the bank. Different Ways of Promotion Public Relations: Personal Selling: Sales Promotion: Word – of – mouth Promotion: Telemarketing: Internet: PEOPLE In banking term people means customers and the employees. People are the employees that are the service providers. In a banking sector, the service provider plays a very important and determinant role in rendering the customers a satisfactory and a good service. It is extremely essential that the service provider understand what his customers expect from him. In the banking sector, the customer needs to be guided in a lot of matters, which is possible only with the help of the service provider. The position in the eyes of the customer will be perceived by appearance, attitude and behavior of the customer contact employees. Not only does the customer contact employee influence the customer’s perception but also the customer base of the organization does so. Customers are broadly classified into three categories Normal Account Holders Business / Partnership Account Holder Government PROCESS MIX The process mix constitutes the overall procedure involved in using the services offered by the bank. It is very necessary that the process is very customer friendly. In other words a process should be such that the customer is easily able to understand and easy to follow. Today if particular banks formalities are long and the procedure very complicated the overall process fails and the customer may not be inclined towards using that banks services. Process can be broadly classified into to parts Deposit and advances Ancillary Services Deposits and Advances: In this part customer transactions are considered whether it is cash deposit, check deposit, cash withdrawal, draft making, fixed deposit, recurring deposit.. All these are the part of recurring deposits. In general we can say that monetary transaction is the part of deposits and advances. Ancillary Services: According to 1949 banking services act sub section 6, ancillary services were introduced in the banking sector. In this part bill of exchange, promissory notes, business guarantee given by bank on behalf of an individual to company or country. We can say that non monetary policies are the part of ancillary services and this part is very important part of banking sector because it deals with the sensitive issue of verifying and giving approval to somebody to do business on the guarantee of bank. PHYSICAL EVIDENCE Physical evidence is the overall layout of the place i. e. how the entire bank has been designed. Physical evidence refers to all those factors that help make the process much easier and smoother. For example, in case of a bank, the physical evidence would be the placement of the customer service executive’s desk, or the location of the place for depositing cheques. It is very necessary that the place be designed in such a manner so as to ensure maximum convenience to the customer and cause no confusion to him. Let us see an example as to how banks try to make little changes so as to make the service better for their customers. Thus, these are the 7 P’s of services. Each of them plays a very important and a pivotal role in determining the quality of the service provided to the customer. SUGGESTIONS Customer Relationship Management Recent trends for businesses of all industries, as well as banks, show a movement towards a stronger customer orientation, rather than a product orientation. This customer orientation can be facilitated by developing and implementing CRM systems. CRM is an advancement of relationship marketing, now involving concepts of the overall marketing concept, total quality management, internal marketing, customer care, and relationship marketing. CRM concepts have to be realized within an organization in order to be successful with its external customers. Further, the main focus of CRM is the employees, which eventually achieve relationships with customers, turning a CRM program into success. A successful CRM program is only possible when the attention is equally divided towards customers and employees. Internal marketing and relationship marketing are identified to be able to achieve a better internal and external business environment, making them a matter of differentiation. In order to successfully implement a CRM concept, the use of sophisticated CRM computer technology is inevitable. Such software can be used to gather data from separate systems or units and provide an overall picture of customers and their relationship with the organization. Overall marketing concept In terms of the CRM concept, the overall marketing approach as how a bank defines marketing for itself and what the broad goal of the resulting orientation is. Internal Marketing (IM) The concept of internal marketing refers to a marketing approach within an organization, aimed at employees. Internal marketing can be defined as a heavy investment in employee quality performance. Internal marketing is a process where the overall principles of marketing are applied within the company in order to become customer focused to the highest possible extent. Total Quality Management Total Quality Management (TQM) as an organizational approach, aims to continuously improve the quality of all processes in an organization, products and services. Relationship Marketing An approach to identify individual customers, to create a relationship between the company and its customers that lasts over many transactions; and to manage that relationship to the benefit of the customers and the company. Relationship marketing is a management process engaging in a triangular relationship between marketing, quality and customer service. These three elements are interrelated and serve each other. Furthermore, relationship marketing focuses especially on the retention of customers, establishing a long-term orientation focusing on customer service. CRM MODEL INTERNAL MARKETING Three additional P’s: Services, being the fastest growing segment of the economy, provide for additional challenges and opportunities. The traditional 4 Ps were created to fit with tangible goods. Extending the traditional 4 Ps by three additional ones applicable especially in service environments. The new Ps are referred to as Process, Physical Evidence or Presentation, and People. Kotler refers to the 4 P’s (Product, Price, Place and Promotion) as being universal. Concerning the service marketing field, some additional factors can be introduced. In order to develop service quality: People, Presentation and Process are to be considered also in financial service marketing Process Process is the way to deliver the service, focusing on ensuring availability and uniform quality provided. It will decide how customers will get their needs met in the system. For example, earlier in the banking industry, the customers were waiting in separate lines for each teller. Deutsch (1990) proposed that a single waiting line for multiples tellers is the most common way of process. The study of Gerstner (2002) presents the branch network of banks consisting of diverse entities, where branches have own micro markets influenced by demographic and economic history. Gerstner (2002) argues that expecting identical sales and performance levels leads some branches to follow goals that are not aligned with their markets, which in return leads to underachievement of these branches. However, even if the theory claims that the process is an important factor of differentiation in the service industry, it appears that in the Indian banking industry this is not a valid criterion. Indeed, Stefan Nyrinder declared that SEB does not consider the process as a decisive factor to differentiate. Presentation or Physical evidence The presentation is important for banks; since people will develop an according image and style for the bank. If a bank, for example, wants to have the image of a user-friendly bank, its interior will look somewhat like a living room, with sofas, plants, and smiling employees. On the other hand, if a bank wants to have a hi-tech and efficient image, the interior will show a lot of computers and latest technology as well as hard working and busy employees. Strategically placing, for example, flat screen televisions and computers with online access in a branch offers both, the opportunity to inform and entertain waiting customers as well as the chance for applying branding graphics to such devices, naming brand image as a key factor for corporate survival, proposes that the presentation, or bank office design, is an important step in creating and delivering the desired brand image. The exterior design can be utilized to communicate e. g. the history and values of the respective institution. The use of color in combination with texture and finishes is identified to be a simple but very effective factor of differentiation, helping to convey particular messages to the customer and creating a special atmosphere affecting employees and customers likewise. Two types of graphics can be used to establish identity, marketing graphics and branding graphics. While marketing graphics promote products and services, branding graphics enhance brand image and should be used complementary with all marketing activities. Kotler claims, banks have to communicate an image of safety through e. g. the architecture of the building, the interior design and use of building materials. People In the service industries, people are of utmost importance. The service provider is one of the most crucial parts in the provision of services, being for example friendly, knowledgeable and professional. The marketers of the services must select, train and motivate their frontline people. Proper training can make a big difference in the customer satisfaction. According to Kotler, Internal Marketing â€Å"describes the work to train and motivate the employees to serve customers well†. Service marketing requires not only external marketing, but also internal and interactive marketing. For Foss and Stone people in the banking area, and in the service industry in general, are the most important aspect. This is also reinforced by the service marketing triangle. â€Å"Building high value, loyal, lifetime relationships is the most powerful competitive tool a firm possesses†. Management has the task to check, encourage and reward employees for building relationships and checking if the customers are satisfied. As a conclusion, it appears that numerous authors accredit a very important role to people in the differentiation approach. People also have a key part in the general strategy of the bank. An extended CRM model The elements people, the presentation and the process can be considered as a part of the CRM concept as shown before. The authors will thus propose a new model which is considered to be more relevant for a differentiation purpose. The extended model of CRM consists of three aspects. People, as mentioned before, are targeted by and interact in the IM, TQM, relationship marketing and customer care. Since employees and customers are present in all these four elements, the authors of this thesis decided to include them in one section. Kotler identifies service quality as a key to competitive success. Offering a high quality service is thus a way to differentiate from the competitors. Moreover, there is an increasing competition in the service area, and in such environment, firms need to differentiate. Service quality strategy, for example a service quality management program, to differentiate. Moreover, service quality is one of the major values expected by the customers. We focus on the service quality, as a way to differentiate, in their model. The extended CRM model proposed, introduces four factors contributing to increase the service quality: the Internal Marketing, the TQM, the relationship marketing and the customer care. The aim of the Internal Marketing is to increase the quality of the services offered by the firm. Total Quality Management is an organization-wide approach to continuously improving the quality of all the organization’s processes, products and services†. The relationship marketing, consists of building a high value, loyal, lifetime relationship. It is also a competitive tool. The core nature of the relationship obliges the firm to improve its service quality. Indeed, keeping the customer loyal or building a long term relation provokes a high service quality. Reducing the loss of customers, attracting new customers and improving customers and employees satisfaction are three of the aims of the customer care. A consequence of these aims is an improved service quality. As a result, the authors of the thesis consider internal marketing, TQM, relationship marketing and customer care as subprograms allowing service quality. Therefore service quality is the major objective also in a CRM concept. All parts dealing with the internal marketing, customer care, relationship marketing and TQM are considered as primary differentiation tools. They allow for proposing a good service quality which is the major way of differentiation for banks Presentation and Process are not considered by as important as the people aspect. They will then be presented accordingly as secondary tools of differentiation. Conclusion The human element is a major factor of differentiation. As a consequence, a people-based marketing approach has been identified by the authors to be relevant for this study: the Customer Relationship Management (CRM). There are different factors influencing the basic CRM concept: internal marketing, customer care, Total Quality Management, overall marketing and relationship marketing. The way and to which extent service companies approach and deal with these concepts will eventually create unique organizations that stand out from their competitors. Additionally, the writers of the thesis present the three additional P’s stated in e. g. Kotler , especially adapted for the service area: Process, Presentation and People. The three new P’s can be related and included into the CRM concept, extending the initial model to a more complete one that can be applied to this underlying study. Existing theory from established researchers does not provide for achieving truly outstanding characteristics for a retail bank. The reason for this may be found in the general image of a bank representing trust and a sense of seriousness. Airlines (Southwest Airlines) for example or restaurants (McDonalds) can contain an image of fun and still operate profitable, thereby being very different than their respective competitors. The number of banks differentiating to such extents can be estimated to be rather small. Banks differentiate within smaller dimensions, being able to retain an image of trustworthiness and seriousness. Secondary tools of differentiation Process SBI customers have access to service in all SBI branches. Additionally, every branch offers all SBI services (except few), no matter what size or location. All branches are operating independently and are responsible for their operations. In case a branch needs help, it can request different kind of support which will then be provided by the regional banks. The goal is that every branch has to manage the customers who are in the area of their â€Å"church tower† The branches of SBI offer similar services at every branch. However, some special need for example a single business with a large amount of export transactions might not find the service they need at some smaller branch offices, due to the non profitability of offering such a service for a single customer, customers can access all services provided at any offices: Basic services are provided by all branches of SBI, no matter what size, but specialized services like e. g. corporate advisors are available on request in smaller branches. The special competence is provided by regional headquarters. Presentation SBI does not use the physical design of its facilities to differentiate. As with almost all decisions, every branch is different and responsible for itself. The autonomy of branches is represented by some completely different designs between SBI branches. There is e. g. a futuristically designed SBI office in some in India and abroad, still having a rather old fashioned design. Each office has to justify investments like facility design according to its profitability. The design of the branches of SBI should be characterized as similar, because, customers should recognize the bank they enter no matter which branch they visit. SBI should pay special attention to the design of its branches, for example, all offices should use specific colors and similar materials.. As a consequence, â€Å"when you go to the SBI branch, you can recognize the SBI branch [†¦] you feel home†, personal communication, SBI should use the presentation to differentiate from its competitors. SBI should come with a branch design policy, but does not enforce it at any cost, due to the belief that it is not economically reasonable. However, when branches are refurbished, the design policy has to be followed.

American History Week 4 #16 Article Example | Topics and Well Written Essays - 250 words

American History Week 4 #16 - Article Example He rejected the use of blackface performances and minstrel shows that whites used to depict African Americans as stupid, primitive, and lazy people. Such plays teased Africans and belittled them substantially. Torrence noticed this racial tragedy and decided to condemn it exclusively. Additionally, McKay contributed through his vastly read poem named â€Å"If We Must Die† (Taylor, 2006). The poem condemned the ruthless killings that whites executed on the blacks. The blacks experienced great injustice from the whites who tormented and killed them without proper reasons. The poem equally urged the Negros to stand up and fight back. McKay was against the rampant and undesirable deaths that engulfed the Negro communities in Harlem and beyond. He urged the blacks to defy the killings through retaliation despite their limited numbers. Similarly, Hubert Harrison founded the fist dailies for the New Negro movement, which indicated the fight against the whites’ intolerance and initiation of movements that despised the literacy and integrity of blacks. The collective impacts that the works of these figures made on the American society were numerous. Evidently, their efforts reduced the tolls of discrimination that the Africans faced. The blacks became stronger in fighting for their dues and resisted the unworthy discrimination from whites. These artists endured to show that the black societies were similarly humans and deserved fair treatments just like whites. Additionally, blacks correspondingly contributed the building of