Henrik Ibsens A Dolls House Essays

Henrik Ibsens A Dolls House Essays Henrik Ibsens A Dolls House Essay Henrik Ibsens A Dolls House Essay A play serves as the authors tool for critiquing society. It is rare that a person encounters the ability to rise above accepted social beliefs. Some plays help to reflect controversial issues that the audience can relate to because they interact in the same situations every day.  Henrik Ibsen was a Norwegian writer who was known for his critical view upon society. A Dolls House was written in the late 19th Century, this era and its traits are echoed in his play in many ways. Ibsen provides unique analysis and reflection on issues his culture never thought as wrong. In the play he tackles womens rights as a matter of importance being neglected, acknowledging the fact that in 19th Century European life the role of the women to stay home, raise the children, and attend to her husband was unfair. Ibsen shows us this in A Dolls House constantly when Nora is being dominated and controlled by Helmer. Nora is called a number of names by Helmer throughout the play. These include little songbird, squirrel, lark, little featherhead, little skylark, little person, and little woman. Helmer seems to be particularly consistent about using the modifier little before the names he calls Nora. These are all usually followed by the possessive my, signalling Helmers belief that Nora belongs only to him. Analysing this type of language you could say that not only is it slightly insulting, the references to small animals, physically refer to Nora as something weak and helpless making her inferior to him. Ibsen has again shown us this accepted part of society on page 25 when Helmer directly says Oh Nora, Nora, how like a woman! Ibsen shows us the insolence and discourtesy women were expected to accept because despite these comments Nora, throughout the play, does not question or even comment until the play is coming to a close. At this point Nora decides to challenge her husband and the idea that he controls her thoughts and actions. This kind of rebellion was extremely rare and unusual at this time, But it is unheard of for so young a woman to behave like this! . Ibsen, you could say, was slightly ahead of his time with his opinions on women because later in the century there was the womans movement and their long and complex journey to liberation, freedom and equality. Being a playwright on a particularly social level, Ibsens work imitated and questioned recognized contemporary culture and their ethics and views. Another recognised expectation of society during the 19th Century was the need to hold out an appearance that you are the ideal family, living in others eyes as kind, wealthy and happy. This is shown in the play through the Helmers family life and their need to hold themselves to others expectations. One of the first things, although minor, to happen in the play is Nora giving the Porter a pound after he asks for a shilling, our first impressions are of her generosity, but we soon after discover that Nora knows she cannot afford this with her threatening financial situation. Therefore to a certain extent this was not an act of kind-heartedness but more of the realisation of the probable neglect from society if they did not portray themselves as the ideal family to others. Ibsen shows us a second example of social acceptance with Krogstad and his fear of unemployment. Krogstad is obviously desperate not to experience this, most likely due to the fact that he would be exiled from society and thought of as unsuccessful if he could not acquire work. Ibsen was able to write about this situation extremely accurately because in 1836 his father, who had been prosperous until that  time, went bankrupt, in that culture and at that time it proved as a disgrace profound enough to affect him and his children for the rest of their lives. Ibsen had a slightly alternative style of writing, compared to other play writes at the time, trying to be as realistic and precise as possible. After the 1848 revolution, a new modern perspective was starting to appear in the literary and dramatic world, challenging the romantic tradition. Ibsen was mastering and popularising the realist drama derived from this new perspective, A Dolls House could easily have been just another modern play with another comfortable moral lesson. However, when Nora tells Helmer that they must sit down and discuss all this that has been happening between us, the play diverges from the traditional form. Ibsen raises issues which have not previously been considered, but not in a point blank way, instead he manages to make A Dolls House interesting and thought provoking. Ibsens major target audience was the middle class, as he was brought up in similar circumstances he was able to portray the thoughts and feelings of middle class life accurately. Ibsen chose to use colloquial language to emphasize this style of realism and to help relate to his audience. Despite this Ibsen also managed to tactfully reveal that the middle class did in fact have some flaws, his realist drama disregarded a number of things, for example the tradition of the older male moral figure.

How to Amend the Constitutionâ€About the Process

How to Amend the Constitution- About the Process Amending the Constitution was never meant to be simple. Although thousands of amendments have been discussed since the original document was approved in 1788, there are now only 27 amendments in the Constitution. Though its framers knew the Constitution would have to be amended, they also knew it should never be amended frivolously or haphazardly. Clearly, their process for amending the Constitution has succeeded in meeting that goal. Constitutional amendments are intended to improve, correct, or otherwise revise the original document. The framers knew it would be impossible for the Constitution they were writing to address every situation that might come along in the future. Ratified in December 1791, the first 10 amendments- The Bill of Rights- list and vow to protect certain rights and freedoms granted to the American people and speak to the demands of the Anti-Federalists among the Founding Fathers by limiting the power of the national government. Ratified 201 years later, in May 1992, the most recent amendment- the 27th Amendment- prohibited members of Congress from raising their own salaries.   The Two Methods for Amending the Constitution Article V of the Constitution itself establishes the two ways in which it may be amended: The Congress, whenever two thirds of both Houses shall deem it necessary, shall propose Amendments to this Constitution, or, on the Application of the Legislatures of two thirds of the several States, shall call a Convention for proposing Amendments, which, in either Case, shall be valid to all Intents and Purposes, as Part of this Constitution, when ratified by the Legislatures of three fourths of the several States, or by Conventions in three fourths thereof, as the one or the other Mode of Ratification may be proposed by the Congress; Provided that no Amendment which may be made prior to the Year One thousand eight hundred and eight shall in any Manner affect the first and fourth Clauses in the Ninth Section of the first Article; and that no State, without its Consent, shall be deprived of its equal Suffrage in the Senate. In simple terms, Article V prescribes that amendments may be proposed either by the U.S. Congress or by a constitutional convention when and if demanded by two-thirds of the legislatures of the states. Method 1: Congress Proposes an Amendment An amendment to the Constitution may be proposed by any member of the House of Representatives or the Senate and will be considered under the standard legislative process in the form of a joint resolution.  In addition, as ensured by the First Amendment, all American citizens are free to petition Congress or their state legislatures to amend the Constitution. To be approved, the amending resolution must be passed by a two-thirds supermajority vote in both the House and the Senate. Given no official role in the amendment process by Article V, the President of the United States is not required to sign or otherwise approve the amending resolution. Presidents, however, typically express their opinion of proposed amendments and may attempt to persuade Congress to vote for or against them. States Ratify the Amendment If approved by Congress, the proposed amendment is sent to the governors of all 50 states for their approval, called â€Å"ratification.† Congress will have specified one of two ways by which the states should consider ratification: The governor submits the amendment to the state legislature for its consideration; orThe governor convenes a state ratifying convention. If the amendment is ratified by three-fourths (currently 38) of the state legislatures or ratifying conventions, it becomes part of the Constitution. Resurrecting ERA? Clearly, this method of amending the Constitution can be lengthy and time-consuming.  However, the U.S. Supreme Court has stated that ratification must be completed within â€Å"some reasonable time after the proposal.† Beginning with the 18th Amendment granting women the right to vote, it has been customary for Congress to set a maximum time period for ratification. This is why many have felt the Equal Rights Amendment is dead, even though it now needs only one more state to ratify it to achieve the required 38 states. The ERA amendment was passed by Congress in 1972; 35 had ratified it by its extended deadline of 1985. However, in 2017 and 2018, two more states ratified it, concerned about the constitutionality of setting those deadlines. If Virginia would ratify it in 2019, people expected a battle to ensue in Congress over whether to accept the late ratifications. Method 2: The States Demand a Constitutional Convention Under the second method of amending the Constitution prescribed by Article V, if two-thirds (currently 34) of the state legislatures vote to demand it, Congress is required to convene a full constitutional convention. Just as in the Constitutional Convention of 1787, delegates from every state would attend this so-called â€Å"Article V Convention† for the purpose of proposing one or more amendments. Though this more momentous method has never been used, the number of states voting to demand a constitutional amending convention has come close to the required two-thirds on several occasions. Indeed, the mere threat of being forced to surrender its control of the constitutional amendment process to the states has often prompted Congress to preemptively propose amendments itself. Although not specifically mentioned in the document, there are five unofficial yet legal ways of changing the Constitution  used more often- and sometimes even more controversially- than the Article V amendment process. These include legislation, presidential actions, federal court rulings, actions of the political parties, and simple custom. Can Amendments Be Repealed? Any existing constitutional amendment can be repealed but only by the ratification of another amendment. Because repealing amendments must be proposed and ratified by one of the same two methods of regular amendments, they are very rare. In the history of the United States, only one constitutional amendment has been repealed. In 1933, the 21st Amendment repealed the 18th Amendment- better known as â€Å"prohibition†- banning the manufacture and sale of alcohol in the United States. Though neither has ever come close to happening, two other amendments have been the subject of repeal discussion over the years: the 16th Amendment establishing the federal income tax and the 22nd Amendment limiting the president to serving only two terms. Most recently, the 2nd Amendment has come under critical scrutiny. In his editorial appearing in the New York Times on March 27, 2018, former Supreme Court Justice John Paul Stevens controversially called for the repeal of the Bill of Rights amendment, which guarantees â€Å"the right of the people to keep and bear Arms, shall not be infringed.† He argues that it would give more power to peoples desire to stop gun violence than the National Rifle Association. Sources The Constitutional Amendment Process. The U.S. National Archives and Records Administration. November 17, 2015.Huckabee, David C. .Ratification of Amendments to the U.S. Constitution  Congressional Research Service reports. Washington D.C.: Congressional Research Service, The Library of Congress.Neale, Thomas H. .The Article V Convention to Propose Constitutional Amendments: Contemporary Issues for Congress  Congressional Research Service.

Analysis of Zircon Cars Company Essay Example | Topics and Well Written Essays - 3000 words

Analysis of Zircon Cars Company - Essay Example The essay "Analysis of Zircon Cars Company" analyzes if it is profitable to acquire the Korean Composites Company as Zircon Cars is contemplating on reducing its production costs. The diversification finance concept dictates it is advantageous to invest in several market segments, including investing in the new Korean fibre body shell market segment. On market’s profitability will reduce the risk of losses in another market. The above table 6 shows the combined financial report for two segments. The combined report is based on the 2016 accounting period. The United Kingdom is one of the chosen Zircon Cars market segments. The United Kingdom Zircon Cars market segment sales is  £113,100,000 and the Korean Composites global fibre body shell market segment generated 48,140,000,000 Korean Won Currency amount. The conversion or translation of the Korean currency to the United Kingdom currency, British Pound. The sales amount of the Korean Composites Company for 2016 is  £28,407,548.59. Combining the 2016 accounting period sales of both the Zircon Cars’ United Kingdom market segment and the Korean company’s sales, the total sales figure is  £141,507,548.59. Also the United Kingdom Zircon Cars market segment income before tax deduction is  £ 22,857,510 and the Korean Composites global fibre body shell market segment produced 9,621,706,787.40 Korean Won Currency amount income before tax deduction amount. There is the same conversion of the Korean currency to the United Kingdom currency, British Pound.

Pharmacy Essay Example | Topics and Well Written Essays - 1750 words

Pharmacy - Essay Example The differentiation of these departments is to make management easier and also to establish quality in control and offering standard services. Minimizing risks in the hospitals is important as it improves the safety, security and the welfare of the patients. Safety in hospitals is an assurance of better services to potential customers and the staff. Risk and quality management in hospitals is important and should be effected timely to make the running of hospitals smooth. The primary purpose of risk and quality management in the healthcare is to improve the quality and efficiency of health care. Risk management itself is important in hospitals is important as it helps control risks and improve the chances of achieving set objectives by the management. Quality management as its name suggests is effective in establishing standards of operations related to hospitals. Quality management aims at achieving customer satisfactions and reducing the number of reported complaints. It will in turn will improve the image of the hospital and place it at a better position in business. The purpose of risk management in relation to the hospital is to gear all operations in order to achieve the objectives. A hospital can target to purchase new equipment at a certain set date. It will be the duty of the management to determine the source of funds for the purchase and in turn finance the operation to achieve its objectives. The preparation to achieve objectives is what is being referred to as risk management. The purpose of quality management, on the other hand, is to maintain operation standards and ethics. Quality management mainly focuses on quality service delivery and customer satisfaction. Although there are variations between quality and risk, all address the issue of change and improvement. Concepts of risk and quality management in the hospital are established in order to enable proper and timely

Pardee Lowe Father and Glorious Descendent :: Essays Papers

Pardee Lowe Father and Glorious Descendent Pardee Lowe penned his autobiography, Father and Glorious Descendent, in 1943. In the book, Lowe tells his story of growing up in the home of first generation Chinese immigrants. Throughout the book he relates the trials and tribulations endured by himself and his family in California, ranging from major events like the Great San Francisco earthquake at the beginning of the century to everyday occurrences like dealing with widespread racism in the white majority. In the end, the author relates his success in attending Stanford College and later attending one of our nations most prestigious business schools. In doing so, he presents an Asian-American success story that serves as a tribute to the spirit and culture of a people. During the time when the field of Asian-American studies began to emerge, many scholars looked back upon Asian works from the past to try and build a library of books to convey the experiences of early Asian immigrants. Father and Glorious Descendent was dismissed by many in the field as a â€Å"document of self contempt† and a â€Å"humiliating book† to the Chinese and thus it was dismissed in most academic circles. Lowe begins his book with the statement â€Å"I strongly suspect that my father’s life is a fraud,† but he does not mean this as a derogatory statement. Instead it is a subtle compliment to his father’s ability to amalgamate into a foreign culture and become successful. This mirrors the fact that the rest of the book is a tribute to the ability of a people to adapt to a foreign land without losing themselves or their culture. It is for this reason that I believe Father and Glorious Descendent deserves to be studied by today’s scholars and students. First, Pardee Lowe’s book is a compliment to the Chinese because it continually paints the first generation of immigrants in a very favorable light. This story is filled with numerous success stories of immigrants building large businesses and becoming reasonably successful. There are families that own laundries and others, like Lowe’s, that own large dry goods stores. The author never refers to these businessmen in a derogatory way and often he speaks of his childhood amazement at the wealth of some of these people. At no point does he attribute this wealth to a shedding of traditional Chinese ways or to a complete adoption of American attitudes either.

Customer Profitability Analysis Essay

Activity Based Costing (ABC) is best known for its appilcation in computing product costs, but firms also find it useful in determining the cost of serving customers and as a basis for evaluating the profitabilty of a specific customer or group of customers. Why is this important? Most managers agree that 80% of their profits come from the top 20% of their customers and most important, the bottom 20% of their customers are unprofitable. For example, to compete with Walmart,Best Buy works hard to attract profitable customers and equally hard to discourage the unprofitable customers which those that are price shopping and looking for discounts and promotions and comparing prices to Walmart. Best Buy studies demographic and sales data for each store location to identify profitable and unprofitable customers. Customer profitabilty analysis idetifies customer service activities and cost drivers and determines the profitability of each customer or customer group. Here, customer service include all activities to complete the sale and satisfy the customer including advertising, sales calls, delivery, billing, collection, service calls, inquiries and other forms of customer service. Customer profitability analysis allow managers to: Identify most profitable customers Manage each customer’s cost-to-serve Introduce profitable new products and services Discontinue unprofitable products, services or customers Shift a costomer’s purchase mix toward higher-margin products and service lines Offer discounts to gain more volume with low costs-to-serve customers Choose types of after-sale services to provide How to calculate Customer Profitability Analysis The first step of CPA is to create a simple model of revenue by customer on the one hand, and total business unit costs and overheads on the other. Second, subtract the direct product and service costs from each customer (costs of good sold/cost of sales) to arrive at a gross margin per customer. Third, it should be possible to identify other costs specific to the customer such as a particular sales campaign or servicing and retention  costs. Orders of magnitude will do rather than getting hung up on 100% accuracy. Be consistent if applying any proxy. Fourth, sort customers by net profit and draw a cumulative profitability curve staring with the most profitable to the least. This is an effective way to visualize the relative profitability of customers and it soon becomes apparent which customers are critical to the business. Fifth, before taking any decision on non-profitable customers, make sure that you have strong retention activities in place to secure your most valuable customers. Sixth, get behind the real reasons why some customers are unprofitable and determine the appropriate strategies and tactics to enhance the profitability of your customer portfolio. Thought about sacking customers, should be put to one side until you have gained a clear understanding of the reasons. As we’ve seen there are lots of reasons for being unprofitable, and it is important to think ahead to potential value over time, not just recent history. (Six step to Customer Profitability Analysis, 2007) A good understanding of the profitabilty of a firm’s current and potential customers can help firms improve overall profits and become more competitive. This begins with an analysis of the cost to serve the customer. Customer Cost Analysis Not all customers require similar activities either before or after sales. Examples of customer-specific activities include: Order processing costs Billing, collection and payment processing costs Account receivable and carrying costs Customer service costs Selling and marketing costs Customer cost analysis is the process of identifying the activities and cost drivers related to servicing customers. Traditionally these costs are hidden in the customer support, marketing and sales function. Activity based costing can help managers to understand their costs to serve costomers. Different activities often have different cost drivers. Based on the activities and cost drivers involved in services performed to acquire and compelete a transaction, customer costs can be classified into the following  categories: Customer unit-level cost – resources consumed for each unit sold to a customer. Examples include sales commission based on the number of units sold or sales dollars, shipping cost when the freight charge is based on the number of units shipped and cost of restocking each returned unit. Customer batch-level cost – resources consumed for each sales transaction. Examples include order-processing costs, invoicing costs and recording of sales returns or allowances every time a return or allowance is granted. Customer-sustaining cost – resources consumed to service a customer regardless of the number of units or batches sold. Examples are salespersons’ travel costs to visit customers, monthly statement processing costs and collecti on costs for late payments. Distribution-channel cost – resources consumed in each distribution channel the firm uses to service customers. Examples are operating costs of regional warehouses that serve major customers and centralized distribution centers that serve small retail outlets. Sales-sustaining cost – resources consumed to sustain sales and service activities that cannot be traced to an individual unit, batch, customer or distribution channel. Examples are general corporate expenditures for sales activity and the salary, fringe benefits and onus of the general sales manager. Customers profitability analysis provides valuable information to the assessment of customer value. In addition, firm must weigh other relevant factors before determining the action appropriate for each customers. The folllowing are among these relevant factors: Growth potential of the customer, the customer’s industry and its cross selling potential Possible reactions of the customers to changes in sales terms or sevices Importance of having the firm as a customer for future sales references especially when the customer could play a vital role in bringing in additional business. Customer Lifetime Value Many companies now see the impotance of looking at the long term value of the customers, the expected contribution to profit during the full period the company retains the customers. This concept is called customer lifetime value ( CLV), and it is calculated as the net present value of estimated future profits from the customer for a specified time, which may be three or five years. Present value is used because the profits from the customer are expected to occur over a number of years. To provide a more comprehensive  and strategically relevant measure of the value of the customer, CLV takes into account the company’s expectations about the future potential growth in profits for a customer. CLV can be used to measure the value of a customer or group of customers and to determine how marketing and support services should be allocated to these customers to improve the firm’s overall profitability. Since there is a significant level of judgment involved in estimating th e variables in the calculation. It is also important to compare different calculations of CLV made with different assumptions about profit forecasts and discount rates. It have three types of potentially unprofitable customer who might be retained: New and growing customers, who promise profitable business in the future and may provide a stepping stone for penetratig lucrative new markets Customers providing qualitative rather than financial benefits including customers at the edge in the development of new markets who provide valuable insights into likely trend movements in consumer demand Customers providing increased capability because of their status as recognised leaders in their markets or field of expertise. Thus, where customer profitability analysis reveals that a particular customer is unprofitable, it does not necessarily follow that this customer should be eliminated. Nor does it follow that the customer must be persuaded to accept terms and cindition will rwduce the customer’s level of satisfaction. Negotiations with customers might well reveals that less frequent deliveris would actually benefit the customers without causing cos tky stockpiles. Clearly, there is scope for negotiating with customers to influence their behaviour without compromising the customer’s level of satisfaction. Some aspects of improved negotiation might include: Non-cash incentives from sunk-cost investments for example sponsoring a season of a major cultural events primarily yields advertising benefits however seats in the accompanying corporate boxes might also yield enticing customer incentives. Similarly, a company’s accumulated frequent-flyer points may perhaps be spent on customers new or existing Restructure of delivery runs to create a more timely but less frequent service for the customer Capacity maximization on delivery runs that are required for profitable customers by offering a more frequent service for the potentially unprofitable customers with unpredictable demands Purchase of equipment on behalf of customers which they can use rent-free, in lieu of discounts or agent’s commissions. The  cash saved on reduced discounts potentially should exceed the cost of the assets. Additionally, ownership is retained and a stronger bond is forged with the customer thereby generating greater negotiating power in future Free short-term financial advice which will create efficiencies for the customer leading to reduced internal workload and consumption of resources New products at no cost in return for reduced discounts to serve a dual purpose, improving customer profitability while providing a useful vehicle for the promotion of new products A trade-off between quantity discounts and settlement discounts that minimizes the costs of cash overdraft and maixmizes long-run production scheduling The overriding consideration with a customer profitabilty analysis is that management will at least be armed with information about unprofitable customers and can focus attention on developing those innovations or strategoes that might reduce the lack of profits of a particular customer wi thout reducing that customer’s satisfaction. Alternatively provided a shift of thinking is possible, management can restructure the manufacturing process that will ultimately lead to a shift in the rsults of a customer’s profitability. The role of mechanics of activity based costing in developing a customer profitabilty analysis should not be underestimated with activity based costing, a general ledger amounts are dissected, making the assignment of costs to customer easier. In particular, the associated on costs of employing sales staff and motor vehicles would be analysed in detail and be readily available. This would embrace vehicle operating costs as well as fringe benefits and payroll tax, holiday and long service leave entitlements, worker’s compensation insurance, mobile telephone and training costs. Several of these items might conveniently be omitted from non avtivity based costing customer profitability analysis because of the complex analysis required to divide the general ledger amounts between the activities of different salesperson. Why Calculate Customer Profitability? The reasons why we calculate customer profitability is to help the company to improve its cost performance and also for manager to make decision about which customer or market channel to focus on. Besides, to improve the profitability by eliminating non-profitable customers and maximizing sales or services to profitable customers. Also act as an understanding of the  true costs of each segments including taking into account non-production costs when determine profitability. Definition and concept Customer profitability analysis based on the recognition that each customer is different. Therefore each dollar of revenue or each dollar of cost generated by the customers does not contribute equally to a company’s profitability. The general approach to customer profitability is based on the segmenting that customer base to determine the revenues and costs contribute to each segment. This is often combined with an Activity Based Costing (ABC) approach. ABC is a costing methodology that identifies activities in an organization and assigns the cost of each activities with resources to all products and services according to the actual consumption by each. Traditional cost accounting often supports a 20-80 rule that 20% of the largest customers, who purchase the most products, contribute 80% of the profits. Using ABC, analysis have often found that 20% of the customers generated 300% of the profits. The remaining 80% of the customers are actually unprofitable and can result in loss of 200% of the profits (Good Practice Guideline 2002, pg 21). Once the profitability and non-profitability segments are identified, profitability segments are maximized while non-profitability segment are reduced or eliminate. Based on the diagram above, basically there are two basic approaches to customer segmentation, for example demographic which could be categories into geographic area, customer age, gender, and income level. Second approach is psychographic which include customer values, attitude and customer interest, Once customer segmentation have been identified, the annual revenue is being calculated per segment. How this is done will depend on the product or service offered by the company, Discount, service fee should be included to determine the true amount of the revenue generated, Next, annual cost is calculated per segment. This will involve directly attributable product or services cost including overhead cost and ABC approach is the most effective way to allocate the cost. Profitable customer is equal to annual revenue exceed annual cost. And non-profitable customer is equal to annual cost exceed annual revenue. However, this will involve more accurate analysis to determine this. As for pr ofitable customer, it  need more detail planning to develop long term customer relationship to increase the revenue. Therefore, customer retention and loyalty program are needed The ability to determine customer profitability on an individual basis can add value to the company customer relationship. The customer can be helped to reduce its costs and the company can become more profitable. (Good Practice Guideline 2002, pg 22). However, for least profitable or non-profitable customer, there are two options of action: Eliminate – ceasing to supply these customer. This can be done by no longer marketing or raising the price, or even change the product. Re-engineering – turning the least profitable or non-profitable customer into profitable customer by decreasing the costs and increasing revenue. For example, using differential prices. With a new understanding of which customers were profitable and which were not, Kanthal become dedicated to turning unprofitable customers into profitable ones. The company developed ways to retain the customers and decrease their administrative and selling costs (Kaplan and Cooper 1998:188). In short terms Kanthal tried the following: reduce the size of its product lines, accept orders only for stocked items use external distributors to reduce the cost of small accounts, change compensation to salesmen to emphasis profit rather than only sales volume, and engineer to reduce set-up times and improve operational efficiencies. (Good Proactice Guideline 2002, pg 21) Last step is to implement new strategies, example changes in pricing, cost reduction should be reviewed to determine the impact on customer profitability. Recently, many companies have learn to understand the causal relationsip between employess and customers and the impact on revenue growth and firm profitability (Epstein, 2000). Customer performance measure is measurement used by organization to measure the revenue growth and firm profitability through market share, customer acqui sition, retention, satisfaction and customer profitability. CUSTOMER MEASURE DEFINITION Market share Reflects the proportion of business in a given market (in terms of number of customers, dollars spent, or unit volume sold) that a business unit sells. Customer acquisition Measures in absolute or relative terms, the rate at which a business unit attracts or wins new customers or business. Customer retention Tracks in absolute or relative terms the rate at which a business unit retains or maintains ongoing relationship with its customers. Customer satisfaction Assesses the satisfaction level of customers along specific performance criteria within te value proposition. Customer profitability Measures the net profit of a customer, or a segment, after allowing for the unique expenses required to support that customer (Epstein, 2000) Market share can be defined as the percentage of all sales within a market that is held by one brand / product or company. Market share can be measured in several ways. However, the two most important measures are by sales revenue and sales volume (the number of units sold). These are to analyze the impact of their own actions on market shares, as well as their profit implications. Lacking such knowledge, one might be tempted to oversimplify the cause-and-effect relationships between market shares and marketing variables, or to equate market shares to profitability (a not unusual tendency even among seasoned businessmen). Many individuals in business indeed keep a close watch over day-by-day changes in market shares, so much so that market-share movement to them is almost synonymous to market information (Cooper, 2010). By comparing the profit obtained from various market share the organization may identify which market share gives more profit and should be focus on those customer desire and wich customer gives less profit and the organization may choose either to improve their product/ service or lowering te product/ service on that market share. Characteristics of new, loyal and lost customers are particularly important for companies to understand. Marketing analysts group customers into segments of recent new purchasers, high-volume purchasers and non-purchasers using customer transaction data, and analyze the resulting segments to identify their common characteristics. Attributes of new customers provide a good appearance of a company’s likely acquisition target market. Similarly, characteristics of lost customers may define less desirable market segments, or may reveal problems in customer service or product satisfaction. Improvements in retention programs are saving companies significant time and money – keeping existing customers buying is much less expensive than  acquiring new customers (Customer Acquisition, Retention and Attrition Analysis, 2014) Measurement that will show the situation of business are : The number of new customers per quarter of year Total sales to new customers per quarter of year Sales to new customer as a proportion of total sales When business is good marketers can afford to take an evolutionary approach to customer acquisition and retention by continually optimizing branding, creative, advertising mix, and offer strategy. But during challenging business situations, an evolutionary approach is bound to yield underwhelming results (Customer Acquisition & Retention, 2014). The difference in sales in a market share from year to year, will act as indicator to the organization regarding percentage of new customers obtained or lost customers. Customer retention is the ongoing customer relationship that yields revenues from the sale of additional products or services. The revenues become more profitable as the customer becomes easier to serve. Since the customer is buying again it is assumed that less sales effort is required, customer service costs decrease, and the costs of acquiring customers decline. Customer loyalty encompass customer retention but also includes the customers’ recommendation of the produ ct or service to other potential customer. As for example, word of mouth recommendation is important to Southwest Airlines, whose reservation system has never been accessible to travel agents. It has relied on advertising and customer loyalty to spread its message to potential customers. The airlines which began flying in 1971, has consistently been profitable. Convinced that customer loyalty is a important factor in increasing profitability than is market share, Southwest Airlines strives to build customer loyalty by providing at low fares dependable, frequent service over relatively short routes, delivered by friendly employees (Epstein, 2000). Measures of customer loyalty were selected because they reflected both length (retention) and depth (cross sell) of the bank-customer relationship. Length of relationship is reported by both division-reported customer retention rates (percentage of customers who remained customers during 1993) and mean customer-reported relationship tenure. Relationship depth is measured by division cross-sell rates, which record the percentage of customer  households with multiple accounts (account cross sell) or multiple services (service cros s sell) (Hallowell, 1996). Companies are very aware that acquiring a new customer is more expensive than retaining an existing one, so companies cannot afford to lose customers due to poor service at the contact center level. The contact center must be viewed as an essential extension of the company, and an important part of the brand experience. Therefore, ensuring that the experience is pleasant, efficient, and satisfies the customer’s need is crucial to success. The most common method for measuring customer satisfaction is through surveys, either during or after the call. While this method provides some intelligence around the customer experience, it doesn’t offer the most accurate view of customer satisfaction. This is due to the small sample size and the fact that the only questions asked are those deemed important by the enterprise. Surveys also lack detail, such as which of a customer’s experience with your company caused the review, which agent handled the interaction and what was the root cause of a dissatisfied call. Lacking this critical information, enacting meaningful change is extremely challenging. Without the use of speech analytics, contact center operators are left w ith an incomplete view of customer satisfaction and a disconnect between the scores they receive and the actions that caused the scores. Speech analytics uncovers the reality of what happened during a call, enabling companies to improve the business processes and agent behaviors most affecting the customer’s experience. Nexidia’s Managed Analytic Services team uses speech analytics technology to locate the agent behaviors and business process that have the greatest impact on the customer. As example, the team first begins by identifying the calls which contain sentiments of dissatisfaction. By building searches that contain words such as â€Å"unhappy,† â€Å"speak to a manager† or â€Å"frustrating,† the team creates a category of calls in which the customer seemed upset, or the call escalated. More refined searches such as â€Å"this is the xth time I’ve called,† or â€Å"my hold time was excessive† will yield further insight. The team drills into this category of calls to create sub-categories. These sub-categories show which types of calls most often contain frustration, such as billing calls or calls for technical assistance. The team also identifies which agents have the most dissatisfied calls and compares the percentage of these calls to total volume. The second step in evaluating  customer satisfaction begins by identifying behaviors and processes that typically cause customers to become upset. These include excessive transfers, requests for call backs, and long non-talk times. The team creates call categories which contain these issues, providing a foundation for performing root cause analysis. Studying the root cause arms companies with the information needed to understand why these â€Å"trigger† events occur, and what steps can be taken to prevent them. As behaviors and processes are modified, monitoring customer satisfaction becomes a continuous cycle, thus ensuring maximum return on investment. (Nexidia Managed Analytic Services, 2010) The relationship of customer loyalty and customer satisfaction can be seen in the following categorization of customers; it is important to understand fully the environment which the customer is working, as extrinsic factors may drive them from one category to another: Apostles. Customer who are loyal and satisfied and recommend the service to others. Mercenaries. Customers who may switch service suppliers to obtain lower price, but are highly satisfied. Hostages. Customer who are highly dissatisfied but have few or no alternative. Terrorists. Customers who have alternatives and use them, and also try to convert other customers by expressing their dissatisfaction (Epstein, 2000). Customer profitability of a various group of customer may be identify by measuring the profit gain by a group of customer from year to year. Profitability measures were determined based on their hypothesized relationship to customer satisfaction and loyalty. Both of the measures used, ROA and NIE/Rev (non-interest expense as a percentage of total revenue), reflect profit at the individual division. See Roth (1993) for an analysis of similar performance measures in service firms. Given the intent of this study, NIE/Rev is preferred to ROA as a more appropriate measure of profitability. Retail bank profit can be separated into, first, the results of operations (revenue-enhancing as well as cost-incurring) which influence expenses and revenues that are not sensitive to interest rates, and second, treasury activities, which influence interest-sensitive costs and revenues. This paper addresses primarily non-interest-sensitive components of profitability, hypothesized to relate to customer loyalty. ROA contains both interest-sensitive and non-interest-sensitive components, while NIE/Rev is generated only from non-interest-sensitive costs (the revenue portion of NIE/Rev may be somewhat  related to customer-relevant interest rates). Appendix 1 discusses ROA, NIE/Rev and the other measures used in more detail (Hallowell, 1996). By comparing the profit of different group of customer, the difference amount of profit will act as indicator which group of customer that gives high profit and low profit. Other than that, customer profitability may be determined by other tools of measuring customer performance such as market share, customer acquisition, retention,and customer satisfaction. Five reasons why customers can be unprofitable. They are: (Six step to Customer Profitability Analysis, 2007) 1. The sales force is under continual pressure to close deals and offers discounts to secure business within the sales period. 2. Pricing errors due to incorrect estimates of time. 3. A one-size-fits-all approach to serving customers leading to over servicing where the business levels does not justify it. 4. Loss leaders are offered to customers who always shop around for a deal, in the expectation that profit will be recovered over the lifetime of the customer. 5. The connection between customers and costs is not made and over time some become a greater drain on resources. Conclusion Customer profitability analysis provides a method to help firms see and understand the profitability of their customers. It takes effort and management sponsorship to make it feasible and worthwhile. It is a method and not an end in itself, but without it that investment in slick technology might not be such a good idea, if it only speeds up your ability to attract the wrong customers. Your allocation of resources to customers may also be based on erroneous information. If you have this understanding it uncovers new options for profitable growth and can help you work out which customers to attract, which to really hang on to at maybe greater cost. To help decide which to grow, CPA must be augmented with an understanding of potential lifetime value. It is recommended that Customer Profitability Analysis (CPA) be measured through Activity Based Costing. There are various group of customer, therefore it would be better to differentiate them through segmenting b demographic or goegraphic or so on, to make it easier to recognised which group of customer that gives high/low profit, and which of  the customers should be focus on, eliminate or re-engineering. Other than that, CPA may be measured by analyzing the customer performance measure of market share, Customer acquisition, retention, and customer satisfaction. Increase in Customer Profitability might be caused by increase in market share, customer retention which wil lead to increase in customer acquisition and probably increase in customer satisfaction. REFERENCES Cooper, L. G. (2010). Market Share Analysis , 1. Customer Acquisition & Retention. (2014). Retrieved October 23, 2014, from Lenati: http://www.lenati.com/our-expertise/customer-acquisition-retention Customer Acquisition, Retention and Attrition Analysis. (2014). Retrieved October 23, 2104, from Microstrategy: Best in Business Intelligence: http://www2.microstrategy.com/download/files/Solutions/byDepartment/CRM/Customer_Acquisition.pdf Dikoli, M. S. (1995). Customer Profitabilit Analysis: An ABC Approach. 5. Epstein, M. J. (2000). Management Accounting Guideline. Customer profitability analysis , 8. Faculty of Finance and Management. (2002). Customer Profitability Analysis , 36. Nexidia Managed Analytic Services. (2010). Customer Satisfaction Analysis , 2. Six step to Customer Profitability Analysis. (2007, May 7). Retrieved October 23, 2014, from Accounting Web: http://www.accountingweb.com/topic/six-steps-customer-profitability-analysis

What is Privacy Essay - 1885 Words

Privacy is an incredibly elusive concept, partly because no one can agree on what constitutes an invasion of privacy. One famous publication in the 1890 edition of the Harvard Law Review defines privacy as â€Å"...the right to be let alone† (Warren). While this suffices for a cursory look at the definition of privacy, a closer look reveals that it is still very vague (the latter portion of the journal reiterates this). Specifically, it does not address breach of privacy, a concept that is still disagreed upon today. There are many different interpretations as to what constitutes an invasion of privacy. All humans have some desire for privacy, but people have different boundaries to what information about them should be private. Problems†¦show more content†¦The Court sided with Katz, establishing an important decision for privacy in the legal spectrum. 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