Terorrism And Security Measures Essays - National Security

Terorrism And Security Measures The government can implement many new methods to increase security, or better yet give off the image of better security which is what they have predominantly done, yet ultimately there will always be a way to bypass or come up with a new way to infiltrate that measure. The government so far has done a variety of things ranging from the closing of the Dulles airport (permanently), working with the FAA on new security measures, having pilots carry handguns, and a not so specific, profiling. Well the first and easiest of the new security measures is the permanent closing of the airport, which is very near the heart of our nation's political machine. Seeing how airplanes were used as weapons of mass-destruction officials were left with no choice but to shut down the airport. Even though other airports, which were closed, are now reopened, Dulles vicinity to the incident and to other major government facilities will keep this airport permanently closed. The government rational in this situation actually makes sense because they would not want to have any other incidents and the proximity of the airport is a major key. There has been a measure brought to congress by the largest pilot union, boasting over 66000 members to carry handguns in the cockpit and be trained by law enforcement officials. Strict psychological testing would be done on all the pilots and the FBI would train all of them. Before these incidents, this proposal would have not been considered, yet in light of this situation there could be possible implementation of this program. The government as well as private conglomerates agrees that this plan could work, because the cockpit has to be defended at all costs, hence, now pilots are being trained to use a crash-ax, equipped on every plane, as a possible killing weapon. The government believes that this will work because if the cockpit is infiltrated, the pilots will have a form of defense that could overpower the terrorist and save the plane and the world from such atrocities witnessed September 11. The FAA has considered many new measures to increase the safety of flight and to make sure that the aviation system is not compromised by acts of terrorism. Federal marshals are being hired at exponential rates so more will be on flights to insure security. There is consideration of making a secure cockpit door that cannot be broken down if locked; yet, this is a waste of time and money in my opinion, because the terrorist can still threaten the life of the passengers. Security checkpoints at airports will be monitored by FBI agents, not by hired people to monitor eye movements and other such behaviors in hopes of catching the not typical but otherwise looks like a normal passenger passenger. Carry on luggage will be effected severely as now, they will scrutinized with a fine tooth comb and no longer will they be so liberal on what can come on and what can not. The federal government will install the latest technology in bomb-sniffing, x-ray, and whatever other devices are available, to detect any explosive or incendiary devices checked on an airplane. With all these new regulations plus a list of similar ones, there will be several unpleasant side effects for the citizens of this country. Passengers should expect to arrive 2.5-3 hours in advanced to make sure you will make your flight. There will be a new security tax on all tickets which will up travel prices. In addition, more electronic gadgets, which are very often used by the business traveler of today and tomorrow, will be banned and strictly checked. However, the upside is that it should make citizens feel safer about traveling. The fourth way of tightening security is more on a psychological scale. Last week in Minneapolis, Northwest Airlines officials hauled three Arab-Americans off a flight to Salt Lake City when other passengers refused to fly with them; the men were grilled and allowed to board a later flight. In Trenton, N.J., a nervous driver called authorities when two suspicious men speaking little English got on his bus; the police held the men at gunpoint before releasing them. Such profiling, which critics say

Modernity

Modernity Sociology Term EssayQ4. What does sociology contribute to an analysis of the culture of modernity ?To understand what sociology brings to a study of our modern culture we must understand how humanity has got to where it is today .We must ask why the way that humans live day to day has changed so dramatically over the past couple of hundred years .We get some of the answers from sociologists who observed and questioned these developments .The study of Sociology itself arrived as a product of modernity.The term modernity is "designed to encapsulate the distinctiveness, complexity and dynamism of social processes unleashed during the 18th and 19th centuries" , which make a distinct break from the traditional way of living .It has been called the "Great Transformation" .Sociology tells us what happened and why , it highlights greatly the difference between living 300 years ago. It can be seen as a combination of a number of new developments in production coinciding with some new theories and ideas.Karl & his daughter Jenny MarxAn example of one of these developments that can explain the arrival of modernity was the dramatic improvement in the transport system and other forms of communication .This greatly accelerated contact across distances and required the synchronization of activity using clocks and calendars .Anthony Giddens a modern day sociologist believed that this was typified by the railway timetable ,which he described as a "time space ordering device" , in other words something that helped to coordinate in different areas and time zones.In his book "Introductory Sociology" , Tony Bilton tells how modernity had a huge effect in such basic things as peoples diet .He highlights 18th Century England as an example of this how people of all classes daily intake consisted of produce from all over the globe...

The Objectives Of The Spanish And British Colonizers Case Study

The Objectives Of The Spanish And British Colonizers - Case Study Example Comparisons made between the two as far as patterns of colonization demonstrate the existence of significant differences. There were similarities, such as the use of the New Lands to further their mercantile ideologies. Both also ravaged the native peoples of the Americas, which set on course cultural destruction and disruption. However, both nations would lose their colonies by the early 19th century as independent settler communities were established. How were their objectives for finding these settlements similar or different? The objectives of the Spanish and British colonizers were starkly different apart from their goal of advancing their mercantile ideologies. The Spanish colonized and settled in the New Lands primarily as conquerors with the political system that they set up being entirely autocratic and centered on furthering the Spanish motherland (Elliott 37). After they had conquered the lands, they proceeded to loot vast resources. Spain viewed the new lands that it colo nized as an object whose only use was for the furthering of its mercantile objectives. This was evident in a large number of ships that traveled from Spanish America to Spain laden with gold, silver, and other valuables. Since it was their sole objective, Spain gave minimal rights of self-rule to their colonies, instead of dictating the policies governing them from the Spanish mainland (Elliott 38). The British settled peacefully rather than as conquerors into the new Lands. They migrated to these lands with the sole objectives of economic opportunity, political freedom, and independence. Because England had a long tradition of partial representation, their colonies were able to achieve some self-government with a form of assembly that was representative of the settlers.

Developing and Managing Performance (Organisation Essay

Developing and Managing Performance (Organisation - Essay Example In order to enhance performance, it will be essential to develop a reward system whereby the best performing individuals will be rewarding, thus promoting competency in their undertakings. (Chartered Institute of Personnel and Development, 2012, p.1). The senior management team will also undergo extensive training on various management perspectives, which will ensure that they will guide their juniors appropriately. This will be implanted in line with the current technological developments to ensure that efficiency is enhanced, which would consequently improve the overall performance of the company. 6 Strategies to Implement 6 Reward System 8 Challenges and How to Overcome Them 8 Conclusion and Recommendations 10 Developing and Managing Performance in an Organisation Executive Summary This report contains a detailed and comprehensive analysis of the different challenges faced when implementing and developing performance management and reward strategy. It puts forward the Bath model e laborating on how it can be used for performance management; moreover, a reward strategy has also been put in place with its significance being indicated. Significantly, the report starts by evaluating the challenges that are known to initiate from implementation, since this is known to be the basis of all the other problems, and proposed a number of ways that they can be countered so as to ensure that the strategic plan goes through to the end without any difficulties altogether. Introduction Over the years, there has been a lot of attention given to performance management and development with the demand for thorough information being actually intensified with the economic downfall. Human resources specialists have toiled to make sure that they keenly evaluate performance between relevant and fair measures putting most of their focus and efforts on essential aspects of any business. Essentially, the different efforts have circled around making sure that the processes are similar in nature with the requirements of a changing breed of line manager, and stream line the systems that are paper based and facilitate admittance through media. Nonetheless, most of the human resource strategies that have been implemented in the past are also focused on ensuring that managing the performance delivers in an environment where the evolution of numbers and effect on organisational brand and innovation is based on the ways of the business success. Concurrently, the report focuses on evaluating the challenges an organisation may incur when putting into place a performance and reward strategy using knowledge from the results of past case studies and theories from different specialists on the field, but mostly on human resources. Currently, the nature of work is altering with diverse organisations and corporations operating in more of a specialized network that is also flexible and natural; basically, the frequency of strategic partnering arrangements between organisations incr easing the need for management relationships to be managed beyond the organisation and hence further work is required. On the other hand, reward systems are also a critical part of any organisations design and how well they are compatible with the rest of the systems has an equal effect on to what extent they will be

How Did the Buildings and Landscapes of the Secular Elite Shape Term Paper

How Did the Buildings and Landscapes of the Secular Elite Shape Medieval Settlement and Social Relationships - Term Paper Example Deer parks were formed only on those estates of the very rich, nobility and the great clerics, who spent much of their time hunting, however by the end of the15th century, according to Michael Reed (page 124) the wood contained in the parks had become more valuable than the deer. Deer are notorious for stripping bark and so destroying woodland and the animals would be excluded in order to allow the trees to grow undamaged. Occasionally land in private ownership would pass back into public ownership as when Henry VIII gave his private hunting ground, Sutton Park to the people of Sutton Coldfield in 1528, as described on the web page Sutton Coldfield, but this did not necessarily mean it could then be farmed. When poor men hunt it is called poaching and punishable, but it was the rich who had the horses, weapons, and birds of prey, so once again it was they who were the main beneficiaries. The deer park was of economic importance in that it provided food, leather, wood etc, but also employment for many people. Just as with the fish ponds they provided an easily available larder of fresh food before the advent of modern-day preserving methods and chill rooms and freezers. Hunting was an expensive pastime but there were other advantages in that if the king was kept happy then social advancement was possible. The Medieval Source Book recording an Inquest of the Sheriffs Regarding the Forests in 1170 mentions reward, promise, and friendship as being the products of hunting. Hunting was both a pleasure and a necessity – a way of entertaining guests and also of filling their bellies. By the later medieval period new methods of farming were being used and hunting for survival was no longer required. Instead, hunting moved on from being a necessity into a stylized pastime for the aristocracy. James III of Scotland in the 15th century had several hunting lodges, as described by Gilbert, 2003, (page 42).  

Key Factors Affecting Customer Retention Marketing Essay

Key Factors Affecting Customer Retention Marketing Essay The objectives of this thesis are to examine the influence of the interaction between overall satisfaction with service quality, product quality, pricing, and switching barriers on customer retention at Apollo Education and Training Organization. The study started with an assumption which all above elements have direct impacts on customer retention and crucial to retain students in foreign owned education firms. It can be seen from the results that there is a positive relationship between product quality, service quality, price, customer satisfaction and switching barriers with customer retention. The sample size of this quantitative research included 104 current adult students at Apollo Hanoi. Building on the quantitative aspects questionnaire was designed to examine the customer retention, service quality, product quality, price, customer satisfaction and switching barriers and to generalize the finding to the large population. There are also limitations as well as future research implications at the end of this research study. Furthermore, the descriptive analysis is used to analyze the extent to which the factors affect customer retention. Customer retention is an important element of a foreign owned education firm in todays increasingly competitive environment. Management must identify and improve upon factors that can limit customer defection. These include switching barriers and customer satisfaction with service quality, product quality, pricing. Clearly, there are compelling arguments for management to carefully consider the factors that might increase customer retention rates. A lot of studies have emphasized the significance of customer retention in the industry like banking or hospitalism such as Dawkins and Reichheld, 1990; Marple and Zimmerman, 1999; Page et al., 1996; Fisher, 2001. However, there has been little effort to investigate factors that might lead to customer retention in education firm. Most of the studies have focused on the impact of individual constructs, without attempting to link them in a model to further explore or explain retention. If retention criteria are not well managed, customers might still leave their suppliers, no matter how hard bankers try to retain them. Keywords: Customer retention, Service Quality, Product Quality, Customer Satisfaction, Switching Barrier. Chapter 1: Overview of the research Background of Research Despite of the existing difficulties of the economy, in 2011 and 2012, education remains one of the few positive growth areas. According to experts; it is due to the stable development of education. Peoples learning needs are increasing; their level of investment in learning is increasing too. This investment is not interrupted by fear, worried about funding; on the contrary, students can save many other expenses to spend on their studies or their children. In the field of education, it can be said that in 2012 a lot of new English language centers are opened. The main reason is that English is more and more important, becoming obligatory recruitment requirements of many enterprises. According to the survey, using English proficiently helps graduate students quickly get a job and receive two times higher wages compared to non-English speaking candidate. Therefore, parents will not hesitate to invest in their children English learning at the prestigious center from an early age. More blue and white collared workers will enroll with the purpose of increasing salary, income. Apollo Vietnam, which was founded in 1994, is the first fully foreign owned English language training company in Vietnam and an affiliate of  International House   a well established and trusted name in English teaching. With the slogan Where the best become better, Apollo continues to strive to maintain the high standard English teaching organization in Vietnam. Apollo has made and continues to make a lot of contributions to Vietnamese society such as scholarships for students, fun learn English and teachers training for local schools and several well-known and well-loved television shows, for example, The Golden Bell, The Road to Olympia and Connect Youths. Apollo has seven moder centers based in Ho Chi Minh, Ha Noi, Da Nang, Hai Phong and offers a variety of educational programs and services, such as Public courses ( including English for Young Learners, Teens, Adults, IELTS TOEFL iBT), Corporate English, School Partnership Program and Overseas Study Services. Apollos has a lot of achievements in education and training, recognized by the Vietnamese Government and the United Kingdom: First foreign organization that has received two campaign medals for the Cause of Education from the Vietnamese Ministry of Education and Training In  2008, Apollos Chairman of the Board of Directors, Mr. Khalid Muhmood, was also awarded the MBE (Member of the British Empire) by Queen Elizabeth II for providing international-standard English training in Vietnam. Apollo is collaborating with leading endorsers, such as Cambridge University, DOET,Nokia, Fahasa, Nestle, Prudential and many more. Apollo is also the English content provider for popular game shows in Vietnam like Peak to Olympia, Golden Bell, Hot VTeen, and Doremi. Apollo has different courses designed for public students at Apollo at different ages, especially for adult. Please have look at Appendix 6 for more details. Problem Statement and Research Questions In recent years, a lot of English language centers with huge capital and investment are opened putting Apollo in the fiercer competition with strong existing competitors like British Council, Language Link, ILA, ACET, RMIT,Clever Learn, Oxford English UK,à ¢Ã¢â€š ¬Ã‚ ¦ as well as new entrants such as Alphabest, AMA,etc. As a result, fewer new customers are being pursued by an increasing number of service providers. Under those circumstances, a large share of a firms resources must be devoted to the present customer base in order to make them satisfied and retain them. One significance of customer retention is its close relationship to the companys continued survival, and to strong future growth. Hence, for a company, to maintain a stable profit level when competition is fierce, a defensive strategy which strives to retain existing customers is more important than an aggressive one, which expands the size of the overall market by inducing potential customers (Fornell, 1992). Apollo currently has a good student retention rate of young learner segment, about 80%, whereas for adult segment in recent years, its only around 50% (Figure 2). As it can be seen from Figure 1, Apollo had from 640 to 700 adult student turns from 2009 until present and one forth of companys public revenue comes from those adult students which means that each month a lot of revenue shouldnt have lost if more careful measurements and priorities are drawn to adult segment. As a service company, no one likes the fact that 50% of adult students leave after enrolling one course at Apollo. Therefore, Apollo should try to find out the reasons why they leave and solutions to retain more current adult students. Figure 1: Apollos Average Number of Adult Students from 2009 to 2012 (source: internal document) Figure 2: Apollo Adult Studentss Retention Rate from 2009 to 2012 (source: internal document) There is a large number of literature about customer loyalty, customer satisfaction but not many studies are concentrated on the specific topic of customer retention. Moreover, there are many different characters in the context of English training service by foreign company compared to the regular service. Part of my job relates to retaining existing adult students at Apollo. Gaining better understanding of how to retain adult students at Apollo will not only help me to work more efficiently but also make small contribution to companys development. The research questions that are discussed in this thesis are as below: What are the main determinants and influencers of customer retention at Apollo Hanoi? How can these factors and determinants be developed and evaluated at Apollo Hanoi? Hence, the primary purpose of this study is to investigate the strategies at Apollo Hanoi to increase customer retention. After reading the related literature, as discussed above, it was found out that it would be more appropriate to answer these questions by designing a model to determine customer retention. Thesis Objectives This study explores the impacts that improvements in switching barriers and overall customer satisfaction by improving product or English course quality, service quality, price could have on customer retention at Apollo Hanoi, as it is a key indicator of customer retention, which in turn affects profit. On one hand, this thesis would be an opening to the further researches according to the related area, and on the other hand, this study may have some limitations. There are other factors influencing customer retention, apart from factors suggested in this thesis such as, the demographic characteristics of customers, their life cycles, and their usage pattern of English courses, that would be studied in future researches. The general objective of the research was to examine the extent to which key indicators affecting customer retention are having an impact on Apollo Hanoi and identify steps that Apollo Hanoi should take, if proven necessary. The research is more specifically aimed to: Find out the reasons why left students ended the relationship with Apollo Discover what factors are most important to encourage students study the next level at Apollo according to customers perspectives Indicate the level of satisfaction of adult students with such factors at Apollo Hanoi Find out whether switching barriers has strong effect on students decision to stay Present recommendations to Apollo Hanoi on how to enhance its customer retention Thesis scope and limitations Scope This research was limited to Apollo Hanoi due to the limited reach of the researcher who will be conducting his research and equaled desire for control over the research process apart from these limitations. Limitations Time The researcher faced time constraints in the process of collecting data. As a result, many aspects of the research had to be accommodative of other activities going on at Apollo Hanoi, which included a survey the company had issued forcing the issuing of the questionnaire for this research to be delayed to avoid over questioning of adult students. Finance The researcher was constrained financially. This primarily attributed to the fact that the research was primarily self-sponsored. As a result, certain value adding aspects of the research could not be administered effectively. Data Collection Apollo management was not in a position to disclose all the information requested due to lack of availability of the information as requested and the inability of the company to disclose all documents as they are. The researcher also experienced problems with adult students, as many were reluctant to fill in the survey and answer the questions in interviews. Thesis Structure My thesis will be divided into six chapters Introduction Literature Review Methodology Empirical Findings Recommendations and conclusions In the introduction chapter, the background information such as brief information of foreign education in general and English training in particular in Vietnam, objectives of my research, hypotheses will be presented. In literature review chapter, the related theories will be introduced. Methodology chapter will explain the research techniques and methods. Empirical Findings, data analysis, recommendations and conclusions will show the actual and gathered data and results of this research. Conceptual framework Product Quality Overall Customer Satisfaction Price Customer retention Service Quality Switching barriers CHAPTER 2: Literature Review Customer retention Customer retention plays a very important role in organizations economic portfolio. It is the act of keeping customers resulting from service quality and customer satisfaction (Ross 1995). Companies should be interested in retaining customers, though, for the following reasons (Reichheld 1996): Getting new customers can cost five times more than the cost involved in satisfying and retaining current customers. It needs a lot of effort to induce satisfied customers to switch from their current suppliers to others. The average company loses ten percent of its customers per year. A five percent decrease in the customer defection rate can increase profits by 25 percent to 85 percent, depending on the industry. The customer profit rate tends to increase over the life of the retained customer. According to Werner and Kunar 2000, retention may lead to increased profit over time if there is a forced ongoing relationship or an inertia driven relationship; if costs of maintenance decrease over time at a faster rate than revenues. It is further argued that focus on customer loyalty can provide general commercial advantages due to the following reasons: Customers cost less to retain than to acquire. A loyal customer will commit more to its chosen supplier. About half the new customers come from referrals from existing customers/ clients The concept of customer retention comes from the concept of customer orientation or customer focused marketing, which calls for organizing the company towards the satisfaction of the customer needs. Ideally this requires that the offering should focus on the customer and his needs and/or expectations. Weinstein Johnson (1999) recommended that at least 75% of an organizations marketing budget should be spent on customer retention strategies and strengthening these relationships. Besides this realization, there is a general lack of focus on customers; profitability is still king (Ross 1995). Most firms focus a significant amount of resources to attract and acquire new customers, instead of keeping the existing ones. It is generally thought that once a customer is acquired, keeping the customer is simple through superior products and services (Payne 2006, 2). Ross (1995) continued to claim that a focus on cash flow and short-term profits is not something wrong, but long-term profit and market share both require a base of satisfied customers which are retained by a focus on satisfaction with product quality, service quality, pricing and creating high switching barriers. We notice that customer retention is a concept that requires management to focus on customers by analyzing the indicators that reflect their satisfaction with services. Key factors affecting customer retention Retention depends on how it is measured and presented, but even more on the expectations and targets set for the activity. Therefore, the need for having a model which determines the customer retention influencers so as to evaluate them is essential for such a firm to be successful in the competitive markets . As mentioned before, a model will be developed based on the previous researches for evaluating different factors which influence customer retention and this model will be applied for Apollo Hanoi. Earlier studies of factors affecting customer retention usually concentrate on customer satisfaction and the switching barriers (e.g., Dick Basu, 1994; Gerpott, Rams, Schindler, 2001; Lee Cunningham, 2001). It is studied that customers experiencing a high level of satisfaction are likely to remain with their existing providers and maintain their relationship with the firm. However, according to some research, customer satisfaction, while positively influencing customer retention, is not always a sufficient condition, and, in some cases, fails to produce the expected effects. Hence, these researchers suggest that it is necessary to analyze other potentially influential factors. It is in this context that the concept of the switching barrier was proposed (Jones, Mothersbaugh, Betty, 2002) . Furthermore, it has been demonstrated that the switching barrier plays the role of an adjustment variable in the interrelationship between customer satisfaction and customer retention. In other words, when the level of customer satisfaction is identical, the level of customer retention can change depending on the magnitude of the switching barrier. Hence, many studies have been done on the subject of customer retention and loyalty. They developed models so as to determine different factors influencing customer loyalty and retention. The main model that was developed in these studies is a result of an empirical causal model is as below. It will also be used in this research: Customer Retention Overall Customer Satisfaction Switching Barriers Figure 1: Determinants of customer retention, model by Kim, et. al., 2003 Each factor contains some variables like switching barriers which include switching cost, interpersonal relationship, attractiveness of alternatives, service recovery The education firms must maximize customer satisfaction and the switching barrier in order to enhance customer retention. In particular, they must focus on service quality, product quality, pricing policy and offer customer-oriented services to improve customer satisfaction. At the same time, efforts to raise the switching barrier must be built for a long-term relationship. Customer satisfaction Customer satisfaction roots from a comparison between customers expectations and experiences. It means positive reaction to a service experience. If the customers perceived experience matches the expectations, customers are assumed to be satisfied. If the preceding expectations were higher than the gain of the service, the customers are considered to be disappointed and or dissatisfied. (Ylikoski 2000, 109). Stock (2005, 59) argued that customer satisfaction is an important driver of organizational performance and a key component of competitive strategies and sustainable advantage .Therefore, in market driven economy, measuring customer satisfaction is very important and customer satisfaction is essensial to the firms survival, growth and success (Guo et al., 2004, 141). According to the marketing concept, customer needs are essentially satisfied by integrated marketing, with the intention to satisfy customers while earning profit; the basic idea is that satisfied customers will be more likely to repurchase, leading to increased sales and market share for the company (Innis and La Londe, 1994, 2). Hence, to achieve long-term business success, it is vital to keep customers happy (Stank et al., 1997, 2). Customer satisfaction has been considered as the main element for customer retention in a lot of researches, and has consequently moved to the forefront of relational marketing approaches (Rust and Zahorik 1993). According to Anderson and Sullivan (1993), the more satisfied customers are, the higer is their retention. On the other hand, there are studies and publications where the relationship between satisfaction and retention has been noted not to be so straightforward (Hennig-Thurau and Klee 1997). In some industries, customer satisfaction scores tend to correlate with retention whereas in other industries, there is little or no correlation (Lowenstein 1995, 11-12). Kotler (2003, 73) stated that firms should measure satisfaction frequently, because customer satisfaction is the key to customer retetion. The highly satisfied customer stays loyal longer, buys more from the firm, talks favorably, pays less attention to competing brands, is less sensitive to price, offers ideas to the company, and costs less to serve than new customers, because transactions are routine. Customers will defect if they are very dissatisfied, dissatisfied, or even indifferent. Hence, firms have to frequently survey their customers level of satisfaction and target to create very satisfied customers, because they are most likely to stay loyal to the firm. According to Bolton (1998), the level of satisfaction explains a significant portion of explained difference in the duration of service provider -customer relationship, comparable to the effect of price. Besides, Bolton stated that it was a common misconception that organizations which focus on satisfaction are failing to manage customer retention. Furthermore, managers and researchers might have underestimated the importance between customer satisfaction and retention due to the complexity of the relationship between these factors. In a research by Ranaweera and Prabhu (2003), it was argued that while satisfaction may be an important driver for retention, it only does not ensure service loyalty; trust, switching barriers, and emotional response such as inertia and indifference might also affect retention. In their research, Ranaweera and Prabhu adopted a holistic approach to examine the combined effects of satisfaction, trust, and switching barriers in a continuous purchasing setting. The findings denoted that customer satisfaction and trust have strong and positive effects on customer retention, although the effects of trust on retention are weaker than that of satisfaction. The results also proved that switching barriers have a significant effect on customer retention. According to the research, it is proved that satisfaction is the main driver of customer retention buy if trust is absent, satisfaction will have less impact on retention. The correlation between satisfaction and customer retention is not usually as simple and straightforward as stated before. Reichheld et al. (2000) argued that a concept called the satisfaction trap is represented: while it may seem nonrational that increasing customer satisfaction will push retention and therefore profits, the facts are opposite as 60 percent and 80 percent of customers who defect say they were satisfied or very satisfied with their former supplier. According to Storbacka et al. (1994), customer satisfaction is only one dimension in increasing relationship strength; strong relationships can be dependent or perceived of contextual bonds that function as exit barriers. It is vital to understand that contextual barriers can generate latent dissatisfaction which emerges as the importance of the contextual bonds reduces. The article ends arguing that the relationships are remarkably different between different individual consumers. Some may be very committed to the relati onship and for them the perceived satisfaction with the relationship is very important. Others may find the relationship unimportant, and for those customers, the satisfaction component is so much significant. Extensive evidence suggests the positive influence of customer satisfaction on loyalty (Bolton, 1998; Fornell et al., 1996; Musa, 2004). In fact, many researchers pointed out that in order to improve business performance; firms should measure and manage customer satisfaction and its importance has led marketing scholars to recommend firms to improve their customers satisfaction judgments as satisfaction is a key to customer loyalty and retention (Fornell et al.). Customer satisfaction with a companys products or services is often viewed as the key to a companys success and long-term competitiveness. Product quality A prominent reason why customers do not retain with company is that their products are not fulfilling its functions properly. When products fail to perform their functions completely and properly, then products are useless for customers, when customers are not satisfied with products and do not use it, they will reduce its retention and relationship with company (Buzzell and Gale 1987). Product quality plays a vital role in customer retention and has positive relationship with customer retention. Customers compare the perceived performance of a product or service with some performance standard. Customers are satisfied when the perceived performance is greater than the standard, while dissatisfaction occurs when there is lack of standard for performance falls. Product quality is the strategic benefits of quality in contributing to market share and return on investment (Anderson and Zeithaml 1984). Searching for quality is credibly the most important consumer trend of the 1980s (Rabin 1983) as customers are now demanding higher quality in products than ever before (Leonard and Sasser 1982). A company could use a number of strategies to retain its customers. Of great importance, product quality for customer retention to such strategies is the wider concepts of customer service, customer retention, and relationship marketing. Companies can build loyalty and retention through using of number of techniques, including database marketing, customized products in limited editions, redeemable against a variety of goods or service, issuing loyalty cards, preferential discounts, free gifts, special promotions, newsletters, of magazines, members clubs, or it has been argued that customer retention is linked to employee loyalty, since employees are the ones that build up long-term relationship with customers. Service quality Service quality is a critical issue in the service industry (Stafford, Stafford and Wells, 1998) and of particular importance for English training providers who characteristically offer English courses which are homogeneous in nature. Moreover, service quality is both directly and indirectly related to loyalty through satisfaction (Bloemer, De Ruyter and Peters, 1998). Therefore, those companies which deliver quality of services better than their competitors would surely have greater possibilities of success. In order to understand the level of service quality of an education firm, a measurement should be established. However, quantifying service quality is not simple and too subjective. Nowadays, education firms provide the same types of English courses, but they do not provide the same quality of services. Besides, customers today are more aware of alternatives and their expectations of service have increased. Service quality can, hence, be used as a strategic tool to build a distinctive advantage over competitors. Although quality cannot be improved unless it is measured, it can be defined from several perspectives duh as the ability to satisfy the needs and expectations of customers (Bergman and Klefsjo (1990), or the overall features and characteristics of a product or service that bears on its ability to satisfy given needs. A reason for customers to switch is that companies fail to provide the better and effective customer service to them. These services include pre-sale service and post- sale service (Lewis Mitchell, 1990). If customers are not satisfied with customer service of the company, it will force them to change the supplier. Service quality is very important for the retention of the customers and have positive relationship as if firms provide service according to the customer requirement than it will also retain the customer as well as lowering manufacturing costs and improving productivity. Service quality is consumers judgment about the overall excellence or superiority of products (Zeithaml 1988). The design and implementation of service delivery processes plays a very important role in the overall competitiveness of modern organizations. Roth and Jackson (1995) provided clear evidence that process capability and execution are major drivers of performance due to their impacts on customer s atisfaction and service quality in education firm. Bearden and Teel (1983) found a positive relationship existing between service quality and customer satisfaction. The positive relationship between service quality and customer satisfaction creates true customers, increase efficiency, market shares, and profits, heavy sales volume, higher revenue, and reduces cost by economies of scales, and retain customer.(Anderson and Sullivan 1993) Satisfied customer do not often switch their service providers and therefore, the cost of retaining existing customers is significantly lower than attracting new ones. These customers my also spread their satisfaction by positive word of mouth which influences non-existent customers desire to engage with the organization and work as free promotional agents (Gronroos 2007, Zeithmal and Bitner, 2000) The positive effects by practising service quality models are a competitive differentiation that favors the enterprise, chances of potential growth, better employee morale, customer loyalty and retention, customer satisfaction, economic growth and profits, employee motivation and vision, favorable advertising, greater productivity and minimization of loss for the customers. The evidence that customer loyalty makes an organization more profitable makes it imperative that complaints and other unfavorable behavioral intentions should be handled effectively and timely to ensure the stability of these relationships. It is important for organizations to also acknowledge that customers may also switch because of the attraction of competitors that are providing better service, more personable service or higher quality. In this case, customers are not switching because of unsatisfactory service. Managers of service firms should know that some customers would still switch services even when they are satisfied with a former provider (Keaveney, 1995). Price Price is another factor for customers to be retained or not to retain with companies. Due to competition, companies are playing with prices of products and services. Clients always required products on most cheap price. Previous researches show that there is positive relationship between price and customer retention and the stability would increase the potential for customer retention. Company should lower customers price sensitivity, reduce the costs of failed marketing and of new customer creation, reduce operating costs due to customer number increases, improve the effectiveness of advertising, and enhance business reputation (Fornell, 1992). Customers often switch mainly due to some pricing issues, for example high price perceived, unfair or deceptive pricing practices (Peng and Wang, 2006). Therefore, so as to increase customer satisfaction, it is essential for service firms to actively manage their customers price perceptions, for example carrying out attractive pricing, offering reasonable prices mix, lower prices without decreasing quality, etc. Price might be one of the most important determinants of customer decisions (Srivastava and Lurie, 2001). Managers could make use of price matching to stimulate repeat purchase behavior (reducing price defection), because price matching may indicate a commitment to protect customers , the objective of it is to keep customers happy so that they would come back and buy again. (Reichheld and Sasser, 1990) suggest that repeated existing customers focus less on price savings than new customers do. Understanding long-term price matching effects on customers is important so as to determine whether price matching has a lasting impact on customer behavior that is evaluating the effectiveness of these policies in stimulating customer retention, in addition to customer acquisition (Kukar-Kinney, 2006). Ol

Niccolo Machiavelli

Niccolo Machiavelli (May 3, 1469 – June 21, 1527) lived in Florence, Italy. Machiavelli was an Italian philosopher, politician, writer and perhaps one among the chief founders of political science. Since Machiavelli was a renaissance man, he acted in the capacity of a diplomat, a political philosopher, a musician, a playwright, a poet and a Florentine Republic civil servant. This paper therefore takes to ascertain the extent to which Machiavelli would consider the political ideologies of Thomas Paine, Karl Marx, Adolph Hitler and Franklin D. Roosevelt as feasible or meaningful. Thomas Paine Machiavelli would find the ideas of Paine’s political postulations in Common Sense agreeable to a larger extent. This is more so because; Paine (2006) perceives the government as a punisher, and this role being a derivative of the inherent wicked nature of man. To this effect, the government would act as the restrainer of human vices. The agreeableness with Machiavelli’s ideals is that this ideology marries well with Machiavelli’s postulations about the leader being able to move fast to quash political foes so as to consolidate power (Machiavelli, 1868). It is obvious that the means of extirpating the influence of a political enemy would be state’s instruments of coercion (Paine, 2000). Karl Marx In the same vein, Machiavelli would find the Marxist ideologies propounded by Karl Marx in the Communist Manifesto agreeable since: through Karl Marx’s teachings on the Class Consciousness and Antagonism, Marx explains on how the political elite, the bourgeoisie, exploits by using the state instruments and state forces, the working class (the proletariat) with the two dominant aims of: consolidating political power and ensuring profit maximization from the proletariats (Marx and Engels, 1955). This well agrees with Machiavelli’s political ideology of â€Å"The ends justifying the means†- a maxim Karl Marx crafts to buttress his argument that a ruler must use all means possible to seize and consolidate power, the killing of foes and friends alike, being inclusive of these means. Adolph Hitler Similarly, some ideas propounded by Hitler in his writings, Mein Kampf would be acceptable before Karl Marx. Hitler (1986) is reported as having posited that since the masses are always trivial and less smart, a leader should be one who is calculating, not having qualms to employ propaganda on the masses to achieve a political feat. This still underscores Machiavelli’s idea of the ends justifying the means. Similarly, Machiavelli espouses deeply the use of trickery (propaganda) to maintain power. Hitler’s plans to create more room (Lebensraum) for Germans by entering treaties with UK and Russia as an artifice to help in the recapturing of the Germany’s lost tracts of land confirms Machiavelli’s ideas that a leader must be calculating and very cunning. The cunningness behind this proposed Russia, Germany and UK treaty is that the provision would ward off Germany from the exhaustion of fighting concurrently both in the East and West (Manheim and Hitler, 1969). Franklin D. Roosevelt To a larger extent, Roosevelt’s postulations that are revealed in his inaugural speech that saw his transition from a New York governor to the 32nd US president would be considered as antithetical towards Machiavelli’s. The concept of political morality and stark allusions to values pervade all the spectra of Roosevelt’s speech. Roosevelt is spurred on by morality while Machiavelli on the other hand, political expedience. The only point Machiavelli would accept Roosevelt’s propositions is the fact that Roosevelt saw the need of broad executive powers being vested on the head of the executive in order to allow the occupant of this office deal with an invading foreign foe (Polenberg, 2000). Machiavelli talks of all the instruments at the disposal of the ruler being used to quash ruthlessly an enemy. Conclusion Nevertheless, it is important to consider that although comparing one’s political philosophy to another for scholarly proposes may remain as expedient, yet, any political philosophy has the merit to exist in its own right, provided the philosophy in picture captures the true identity of the state. It is by this virtue that al these philosophies which were advanced by Thomas Paine, Karl Marx, Adolph Hitler and Franklin D. Roosevelt were considered as legitimate in the eyes of respective citizens.

Inadequate Qualified Nurses Essay

HealthCare industry in United States and across the globe carried so much responsibility that they are often referred to as â€Å"god† because of the relevance, power and most importantly, their job as lifesaver. Health Care industry is a very lucrative industry in United States and they constitute the large workforce. Despite of all their numerous duties and the entire good job, they are doing, â€Å"The problem Lies Within: Inadequate Qualified Personnel. Health Care industries in United States constitute of a large workforce and most importantly, it is an essential service that carries duty non-stop. The inadequacy of the Nurses, the qualified ones, have been blamed on many factors such as working environment, societal attitude about the profession, to mention but few. The shortage of Nurse appears to be heading towards a path of decline unless an urgent measure is taken to address the situation. That not only the majority of nursing professional are aging but many young people are choosing other careers. This could be because of the hours of work put into the job, as well as the stress involved. In view of this, the experienced among them are opting out and look for less stressful and more lucrative careers. According to the statement, by the House of Education and Workforce Committee, â€Å"The nursing workforce is aging and there are not enough new nurses entering the profession to replace those retiring or leaving† (Heinrich, 2001). A survey conducted shows that half of the current employed RNs by the Federation of Nurses and Health Professionals had considered leaving the patient care field for reasons other than retirement over the past two years (Heinrich, 2001). The implications is that less qualified personnel will be handling most of the health issues which is very dangerous and most importantly all the administrators and other facilities will be affected. Meanwhile, the economy will be affected as well as social issues. The statistical rates of the birth and death rate will be affected as well. The Death rate according to the statistical data released by the United States Census bureau shows a significant increase in death rate since 2008. Most aged people and our seniors will have to be the ones that bear the great effect of this, as they need the attention as well as the touch of our Nurses. The shortage of Nurses is the issue that affects anyone who is a provider or consumer of healthcare services in United States. From the foregoing, it is clear that â€Å"Problem Exists†- Inadequate Qualified Nurses. There is no problem without a remedy or a solution. Having identified the problem, the next thing is to look for the ways out. The first thing is to improve the working conditions and the workplace environment; government should encourage the students with tuition assistance and grants as this would serve as a motives for the intended ones who will like to enroll in nursing school, though the present administration have promised to invest in education and training, this is a good step in a right direction. We should also develop a strategy for awareness and respect for the profession; this they can do to uplift the profession. Government should invest in this noble venture as well and thereby encouraging people to have an interest in the profession. There should be incentives to the new and old among them, as this would put a stop to frequent occupational mobility moving from one job to other. The incentives such as tuition reimbursement, employee’s stock purchase plan, and other incentives that improve the working environment. Finally, improving the workplace environment starts from within the profession itself. We have to take pride in whatever we are doing and this is very significant as willingness to do things come from the inside and not when someone are forced or coerced to do so. References Heinrich, J (2001, July 10). Emerging nurse shortages due to multiple factors. FDCH government account reports. Retrieved from http://ehostvgw20.epnet.com Nursing Shortage: It is likely to get worse before it gets better (Electronic Version) (2001 August) Occupational Health Management, 11(8). 85 The Evolving Nursing Shortage: A Study of Nursing Shortage in America Retrieved from: http://www.ayatravelnursingjobs.com/nursingshortage/ Facts on the Nursing Shortage in North America: Why is there a Nursing Shortage? Retrieved from: http://www.nursingsociety.org/Media/Pages/shortage.aspx

Slutwalk Professor Ramos Blog

Slutwalk It was the summer of 2012, my sister sent me an invite on Facebook to attend this rally called Slutwalk in Riverside. I then googled â€Å"Slutwalk† to see what it was about and it’s a march organized as part of a movement protesting social attitudes that blame and stigmatize female victims of sexual assault. I saw that this march was taking place in different countries such as Europe, Asia, and India. It was very interesting so we decided to go and I brought my daughter with me to show our support. Once we got there we see 50+ people making signs and waiting for the rally to start.   Before it started there was a speaker which was a high school girl talking about her experience with sexual assault and bullying in high school and how if anything like that happens you need to speak up and tell someone. After her speech everyone started to gather and were told the planned route we were going to march on. I look around and see many people of different races, people with disabilities and genders. It’s crazy to think that these types of things can happen to anyone, not just women. According to RAINN 1 out of 6 women and 1 out of 10 males are raped or assaulted each year. Sexual assault has no preference and we need to bring awareness to end rape culture and its stigma. Such as, if you wear something deemed â€Å"slutty†, it does not automatically give consent. As we walked down University Avenue with our signs and as I pushed my daughter in her stroller many people began to yell out â€Å"yaaaaaaasss† and â€Å"fuck yeah!† out their windows. But along with this support I also received weird stares because I brought my daughter with me, but I didn’t really care. People honked their horns to show support and it made the crowd happy. We got a couple people catcalling and whistling because some of our rally members were dressed provocatively, such as fishnet stockings and bras, which just made the crowd chant â€Å"no means no!† even louder. As we walked you could hear many people chanting different things like â€Å"end rape culture â€Å"or â€Å"our body, our choice.† After marching for close to an hour we came to our destination and were told by the rally members that everyone was invited to join them down the street for water on this hot. Reading some of the signs were inspiring and made me empathetic towards their experiences which overall, made me even more open-minded. I was glad that my daughter and I attended this rally even though she had no idea what was going on. I wanted her to experience it and hopefully also inspire her to let her know that she is strong and that anything is possible if you try. I want her to feel like she matters and that she’s important. Down the street we all met at Back To The Grind, which is a coffee shop, art gallery, and music venue in Downtown Riverside. We went in to grab some coffee, saw that there was a live band playing and vendors who had set up booths to sell their hand-printed shirts and other goods. As I was walking around browsing from vendor to vendor, I saw that one of them were a selling handmade zines. Zines are like magazines that are usually self-published and filled content chosen solely by the author/creator. This zine in particular was called â€Å"Riot Grrrl†, which is an underground feminist punk movement that began in the early 1990’s in Washington state. It is a subcultural movement that combines feminist consciousness with punk style and politics. It was a good reading, it was about how these women got inspired by the music they listened to such as bikini kill, Le tigre, and the gossip. These bands were fronted by female vocalists who used their platform to expose women to f eminism. They wanted to make sure that their voices were heard and that their words would empowered women so that they might be able to do the same. They also talked about their experiences and the stigma women face every day. Such as the way a woman is supposed to dress, the lack of female politicians, views on rape culture, and how women are expected to be stay at home moms. There are still so many stereotypes that women continue to face to this day. After walking nearly the entire day, I finally got the chance to lay down and reflect on this experience, I was exhausted. I finished reading through some of the zines I was given and felt truly empowered by that day’s experience. I hoped that everyone who participated in Slutwalk also felt this same level of empowerment and inspiration. Hopefully for those who did see our signs, were also curious enough to look into the meanings behind them. Especially younger girls, I want them to stick up for themselves or have their voices heard and be strong. I want rape culture to end so people can stop saying â€Å"you got raped because you were asking for it.† I wish that all the stereotypes and stigma women face every day can just disappear. I know it doesn’t take a day but I hope me marching in Riverside made somewhat of an impact on someone or even just letting them be aware of things that are happening in the world. I want everyone, not just women to know that rape cu lture is alive and we need to bring awareness to it and end it. This march made a big impact on my life, it made me more aware of things. It helped me stand up for myself, and let me know that women are enough and that we matter. It made me the person I am today. Finally, I turned off the lights, laid on my bed and put on â€Å"Rebel girl† by Bikini kill and went to bed.

Banking Essays - Systemic Risk, Bank Regulation In The United States

Banking Essays - Systemic Risk, Bank Regulation In The United States Banking Banking So Much for That Plan More than 70% of commercial bank assets are held by organizations that are supervised by at least two federal agencies; almost half attract the attention of three or four. Banks devote on average about 14% of their non-interest expense to complying with rules (Anonymous 88). A fool can see that government waste has struck again. This tangled mess of regulation, among other things, increases costs and diffuses accountability for policy actions gone awry. The most effective remedy to correct this problem would be to consolidate most of the supervisory responsibilities of the regulatory agencies into one agency. This would reduce costs to both the government and the banks, and would allow the parts of the agencies not consolidated to concentrate on their primary tasks. One such plan was introduced by Treasury Secretary Lloyd Bentsen in March of 1994. The plan called for folding, into a new independent federal agency (called the Banking Commission), the regulatory portions of the Office of the Comptroller of the Currency (OCC), the Federal Reserve Board, the Federal Deposit Insurance Corporation (FDIC), and the Office of Thrift Supervision (OTS). This plan would save the government $150 to $200 million a year. This would also allow the FDIC to concentrate on deposit insurance and the Fed to concentrate on monetary policy (Anonymous 88). Of course this is Washington, not The Land of Oz, so everyone can't be satisfied with this plan. Fed Chairman Alan Greenspan and FDIC Chairman Ricki R. Tigert have been vocal opponents of the plan. Greenspan has four major complaints about the plan. First, divorced from the banks, the Fed would find it harder to forestall and deal with financial crises. Second, monetary policy would suffer because the Fed would have less access to review the banks. Thirdly, a supervisor with no macroeconomic concerns might be too inclined to discourage banks from taking risks, slowing the economy down. Lastly, creating a single regulator would do away with important checks and balances, in the process damaging state bank regulation (Anonymous 88). To answer these criticisms it is necessary to make clear what the Fed's job is. The Fed has three main responsibilities: to ensure financial stability, to implement monetary policy, and to oversee a smoothly functioning payments system (delivering checks and transferring funds) (Syron 3). The responsibilities of the Fed are linked to the banking system. For the Fed to carry out its job it must have detailed knowledge of the working of banks and financial markets. Central banks know from the experience of financial crises that regulatory and monetary policy directly influence each other. For example, a banking crises can disturb monetary policy, discouraging lending and destroying consumer confidence, they can also disrupt the ability to make or receive payments by check or to transfer funds. It is for these reasons that it is argued that the Fed must maintain a regulatory role with banks. The Treasury plan would leave the Fed some access to the review of banks. The Fed, which lends through its discount window and operates an interbank money transfer system, would have full access to bank examination data. Because regulatory policy affects monetary policy and systemic risk, it is necessary that the Fed have at least some jurisdiction. The Fed must be able to effectively deal with current policy concerns. The Banking Commission would be mainly concerned with the safety and stability of the banks. This would encourage conservative regulations, and could inhibit economic growth. The Fed clearly has a hands on knowledge of the banking system. The common indicators of monetary policy - the monetary aggregates, the federal funds rate, and the growth of loans - are all influenced by bank behavior and bank regulation. Understanding changes and taking action in a timely fashion can be achieved only by maintaining contact with examiners who are directly monitoring banks (Syron 7). The banking system is what ultimately determines monetary policy. It is only common sense to have personnel in the Fed that have a better understanding of the system other than just through financial statements and examination reports. The Fed also needs the authority to change bank behavior that is inconsistent with its established monetary policy and with financial stability. This requires both the responsibility for writing the regulations and the responsibility for enforcing those regulations through bank supervision. State banking charters have already started to be affected. Under the proposed plan, state chartered banks would be subject to two regulators. While the federal bank would have only one. Thus, making the state bank charter less attractive. However, an increasing

Don't Ask, Don't Tell Reform in the Military Research Paper

Don't Ask, Don't Tell Reform in the Military - Research Paper Example In the United States of America, the way gays are dealt with greatly impacts the way people perceive leaders. This paper will focus on the controversial issue that regards the military’s Don't Ask, Don't Tell (DADT) Policy. Currently, there is a ban for the admission and maintenance of openly gay people in the military in the US, also known as Don't Ask, Don't Tell (DADT). President Obama promised to scrap off this ban and as a result, there have been efforts made by his administration to change the law regarding to gay people in the military. These efforts were futile because the democrats did not manage to get enough votes in the senate to allow for this reform to be done. This means that there still exist a debate as to whether openly gay people should be allowed in the military or that the ban be maintained. This subject is controversial because a reform in this law has un-ignorable pros and cons. Pros associated with a reform on Don't Ask, Don't Tell Act in the Military U nder the â€Å"Don't Tell† part of the Don't Ask, Don't Tell Act, any military person who discloses that they are in a homosexual relationship is terminated from the military (Jones 3). This is very unfair to them considering the large numbers of well known homosexuals in the country. What should be taken into consideration is how their declaration of their status has affected their service and discipline in the military and that of others as well. If no negative effect or disallowed behavior can be pointed out, then there is no good basis of removing such people from the military. This is because a declaration of their status may not necessarily mean that there will be a change in discipline or service among the gays (Belkin 278). Some of the research or studies conducted indicate that there is no incompatibility between open gay lifestyle with military service. Examples of such studies are that which was conducted by RAND Corporation under the commission of the department o f defense (DOD) and that conducted by the General Accounting Office. This means that a reform on the Don't Tell part of the Don't Ask, Don't Tell Act will be most advantageous to the military personnel. This is because it will end the victimization of these who have openly declared their sexual orientation without portraying any unwanted behaviors from then onwards. Don't Ask, Don't Tell Act protects gays from being denied a chance to join the military as along as they do not openly declare their engagement in gay activities (Levy 190). As a result of this, all people have had an equal chance to join the US military provided they meet all the specified requirements. This means that the right to employment among the gays has not been interfere in any way. This important because there is no substantial evidence that being a gay is affects the ability of an individual to execute their duties as expected. This means that a scrap of the Don't Ask, Don't Tell Act will serve to protect tho se who may declare their engagement in gay activities during the recruitment process. Cons associated with a reform on Don't Ask, Don't Tell Act in the Military Ban on Don't Ask, Don't Tell Act could have great impacts on culture and discipline within the military (Belkin 280). This is because the Don’t Tell policy moderates public engagement among gay. An open declaration of gay orientation could make the behavior spread in

The challenge of managing diverse teams Coursework - 5

The challenge of managing diverse teams - Coursework Example of cultural diversity, culture differences and its associated conflicts have become the main challenges and drawbacks in such teams (Jager & Raich 2011) One advantage of this is that diverse teams have become an important factor in promoting organizational effectiveness Joplin & Daus (2010) and good leadership. Leaders learn to recognize and accommodate the views and opinions of the diverse team members; this can help in the generation of good organizational results in relation to productivity from a more concrete and diverse decision making process that gives them an advantage over their competitors. Another advantage of diverse teams is that it could not only help in achieve maximum performance of an organization,but can also help the company to acquire great opportunities and strengths and at the same time minimizing environmental threats and weaknesses. Diverse teams enhance organizational performance, the diverse skills and talents among team members can help in the promotion of invention and creativity within an institution. When diverse members work together, the output could be of more quality than a uniform team (Johnson & Suriya2002). Managing diverse teams also comes with it limitations and challenges.According to Jager & Raich(2011),one of the key challenges of management of diverse teams is the lack of appropriate leadership that can effectively manage cultural diversity in the employees of an organization. They state that global leaders need to acquire enough competence in order to properly manage cross-cultural teams. There is need for them to obtain skills in cross-cultural awareness to counter the challenges and demands that are associated with team diversity. Another limitation of diversity is the difficulty in making cohesion among members. Naturally, an individual will tend to feel comfortable to work with people of similar characteristics and opinions. This renders teamwork and unity among members to be more difficult. Leaders have a