Sociological research methods questionnaires Essay Example

Sociological research methods questionnaires Paper Using questionnaires is favoured by positivists as they produce results that can be easily generalised, are highly reliable and largely representable of the studied subjects. This also means that interpretivists dislike this method as the results are not personal and have very little depth to them. There are strengths and weaknesses to both arguments. An advantage of questionnaires is that they are cheap and fast to produce, this means that they can be produced on mass to produce more reliable results. Answers in questionnaires are easily comparable with standardised and close ended questions and could produce representative, qualitative data that is also easily replicable. This means that sociologists are able to make links and comparisons in society in different areas and during different time periods. If a large number of questionnaires are sent out they should produce representative results with a better chance of being truly accurate. Connor and Dewson send out nearly 4000 surveys to 14 higher education institutes around the country which resulted in a large sample size. This method is also favoured more for purposed of educational attitudes than others such as participant observations, which is used to study small groups and produce valid qualitative data. A researcher’s hypothesis should be proven or proven wrong with the results of the questionnaire but this may lead the researcher to produce leading questions, the parent, in this instance, may then try to please or attempt to second guess the researchers aims, leading to further invalid results. We will write a custom essay sample on Sociological research methods questionnaires specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Sociological research methods questionnaires specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Sociological research methods questionnaires specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Statements can then be produced from the questionnaires which will either prove or disprove the hypothesis, and a ‘cause-and-effect’ relationship can be gathered from relevant information and variables. Questionnaires also raise very few ethical problems even though they ask sensitive and intrusive questions as people are generally under no pressure to answer them and can skip questions if they choose to. This method produces unbiased results making them objective. Practical problems include a low response rate as not all those that the survey is sent to will respond and end it back as they may think it is pointless, however the response rate is likely to be higher when considering questionnaires linked to education as most parents will assume that filling in the forms will benefit their child, as stated in item A, especially if the forms are from the school. However, this information is confidential, making it harder for a sociologist to acquire a reasonable and accurate sampling frame. Also, parents may lie or answer incorrectly due to ‘right answerism’ when completing the questionnaire as they don’t want to be seen to be bad parents. It would be easier for them to lie by postal questionnaire, however if the questionnaire was done face to face their body language could be analysed. The response rate may also be raised if there is an incentive offered such as a prize or money. Questionnaires are also quite inflexible as if closed questions are used they are set for all potential respondents. This means that if they do not understand the question or wish to add more information they will be unable to do so. In other methods such as unstructured interviews any area can be explored in-depth as it is much more flexible, the weakness to this method is that irrelevant issues which take up time. Questionnaires also only give a small snap shop of the whole picture and so may not consider outside factors that affect a pupil such as their peer group, ethnicity or class. Therefore, this may not represent all parents’ attitudes to their children’s schooling as a whole as the picture is not totally valid. Sociologists that take an interpretivist approach such as Aaron Cicourel (1968) argue that questionnaires are too detached and so lack validity. They would argue that only methods that allow the researcher to get close to the subjects they are studying should be used so that the researcher can relate and understand the answers more clearly. Without this contact it can be argued that may be misunderstanding that cannot be clarified as there is no way of knowing if the researcher and respondent are interpreting the questions in the same way. In conclusion, questionnaires are a good way to get quick results at a low cost and can produce reliable, quantitative results if the right questions are asked. However, other methods should also be used as well as questionnaires to get a clearer and more precise picture of how parents’ attitudes are towards their child’s education.

How to Search for Files and Folders With Delphi

How to Search for Files and Folders With Delphi When looking for files, it is often useful and necessary to search through subfolders. Here, see how to use Delphis strength to create a simple, but powerful, find-all-matching-files project. File/Folder Mask SearchProject The following project not only lets you search for files through subfolders, but it also lets you easily determine file attributes, such as Name, Size, Modification Date, etc. so  you can see when to invoke the File Properties Dialog from the Windows Explorer. In particular, it demonstrates how to recursively search through subfolders and assemble a list of files that match a certain file mask. The technique of recursion is defined as a routine that calls itself in the middle of its code. In order to understand the code in the project, we have to familiarize ourselves with the next three methods defined in the SysUtils unit: FindFirst, FindNext, and FindClose. FindFirst function FindFirst(const Path: string; Attr: Integer; var Rec: TSearchRec): Integer; FindFirst is the initialization call to start a detailed file search procedure using Windows API calls. The search looks for files that match the Path specifier. The Path usually includes wildcard characters (* and ?). Attr parameter contains combinations of file attributes to control the search. The file attribute constants recognized in Attr are: faAnyFile (any file), faDirectory (directories), faReadOnly (read only files), faHidden (hidden files), faArchive (archive files), faSysFile (system files) and faVolumeID (volume ID files). If FindFirst finds one or more matching files it returns 0 (or an error code for failure, usually 18) and fills in the Rec with information about the first matching file. In order to continue the search, we have to use the same TSearcRec record and pass it to the FindNext function. When the search is completed the FindClose procedure must be called to free internal Windows resources. The TSearchRec is a record defined as: typeTSearchRec record Time: Integer; Size: Integer; Attr: Integer; Name: TFileName; ExcludeAttr: Integer; FindHandle: THandle; FindData: TWin32FindData; end; When the first file is found the Rec parameter is filled, and the following fields (values) can be used by your project.. Attr, the files attributes as described above.. Name holds a string that represents a file name, without path information. Size in bytes of the file found.. Time stores the files modification date and time as a file date.. FindData contains additional information such as the file creation time, last access time, and both the long and short file names. FindNext function FindNext(var Rec: TSearchRec): Integer; The FindNext function is the second step in the detailed file search procedure. You have to pass the same search record (Rec) that has been created by the call to FindFirst. The return value from FindNext is zero for success or an error code for any error. FindClose procedure FindClose(var Rec: TSearchRec) ; This procedure is the required termination call for a FindFirst/FindNext. Recursive File Mask Matching Searching in Delphi This is the Searching for files project as it appears at run time. The most important components on the form are two edit boxes, one list box, a checkbox and a button. Edit boxes are used to specify the path you want to search in and a file mask. Found files are displayed in the List box and if the checkbox is checked then all subfolders are scanned for matching files. Below is the small code snippet from the project, just to show that searching for files with Delphi is as easy as can be: procedure FileSearch(const PathName, FileName : string) ;var Rec : TSearchRec;Path : string;begin Path : IncludeTrailingPathDelimiter(PathName) ; if FindFirst (Path FileName, faAnyFile - faDirectory, Rec) 0 thentryrepeat ListBox1.Items.Add(Path Rec.Name) ; until FindNext(Rec) 0;finally FindClose(Rec) ; end;...{all the code, particularly recursivefunction call can be found (downloaded) inthe project source code}...end;

Reflection reaction 2 Assignment Example | Topics and Well Written Essays - 500 words

Reflection reaction 2 - Assignment Example In fact, the country is recorded to have been wealthy and dominated by the Islamic culture at that time; in addition, the country also had large populations of the Jewish people that were prevalent in Europe. The Christian and Muslim religions had shared the Iberian Peninsula, which is the current homeland to Portugal and Spain. During this time, it is recorded that these regions enjoyed relative peace and calm, something that played a role to their wealth and prosperity. When people live together in peace and understanding, they can do great things that can influence the course of life. This was evidence during this time that relative peace and calm characterized these regions. It is believed that the Jewish scholars and their Muslim counterparts collaborated in many things (Hannon 2). For instance, they worked together in the process of compiling great and important works of as well as making translations to this information. The same was applied in other disciplines like mathematics, science and sociology among others. It is believed that the period during and after 1469, saw Spain begin to make important and bold advances towards building its empire. During this period, Ferdinand and Isabella were united as king and Queen setting the pace for these developments. It is believed that the unison of these two people led to the union of Aragon and Castle, which were the most powerful kingdoms at that time (Moore 1). The support for Columbus by these rules played an essential role in bringing some many kingdoms under the Spanish rule. Columbus and other American possession remained under the custody and check of the Spanish rule and were passed to Charles I, who was the grandson of Ferdinand after his death in 1519 (Moore 3). Charles was very famous, history records that by this time, he had already conquered vast lands including Luxembourg,

Respond to post Article Example | Topics and Well Written Essays - 500 words - 1

Respond to post - Article Example (Nomensa 2009) According to Capital Community College Foundation (2004), â€Å"a sentence fragment fails to be a sentence in the sense that it cannot stand by itself. It does not contain even one independent clause. There are several reasons why a group of words may seem to act like a sentence but not have the wherewithal to make it as a complete thought: (1) it may locate something in time and place with a prepositional phrase or a series of such phrases, but its still lacking a proper subject-verb relationship within an independent clause; (2) it describes something, but there is no subject-verb relationship; (3) it may have most of the makings of a sentence but still be missing an important part of a verb string; and (4) it may even have a subject-verb relationship, but it has been subordinated to another idea by a dependent word and so cannot stand by itself. Regardless of the rationale, fragmented sentences have tendencies of creating confusion, miscommunication, and ineffective transmission of messages. Well spoken and written languages should follow the correct grammatical rules to avoid communication problems. Procrastination means deferring or delaying action till another day or time. There have been several studies identifying the causes of procrastination – from being perfectionist, to having negative feelings and anger at the time when one is supposed to undertake certain tasks. In this regard, when one has identified the exact cause for procrastination, the person would be able to move on and to take positive action in preventing it to happen. One of the recommended measures to address procrastination is to take small steps, to wit: â€Å"remind yourself to take small steps, as each small step makes up the bigger picture. It will also help you to plan out your work schedule, and make the work seem a lot more manageable and less threatening. Similarly, even for

Psychology Essay Example | Topics and Well Written Essays - 1250 words - 10

Psychology - Essay Example In fact, the paper seeks to identify ideas that can compare and contrast both classical and operant conditioning, and discuss both their strengths and weakness. Operant conditioning is a theory that seeks to explain the way organisms function in the environment, and this relates to the response associated with things offered by the environment (Greengrass, 2004). The study of Operant conditioning concerned a cat that was positioned in a box with a single point of exit, which had to be pushed for it to open, and the cat struggled to get out of the box, since this was a behavior reinforced through a reward, while attempt to escape was initiated by the opening of the door. When the cat had freed itself, it was taken to the box again, and it would naturally remember how to open the door by identifying an area that needed to be pressed. The ease of getting out of the box increased with the number of times it was placed back in the box, hence, it had learnt through the natural consequence and the reinforcement was freedom. People learn through Operant conditioning in every day of their lives, whereby through making a certain mistake and one experiences a consequence, there is a chance of doing the thing differently given the same situation in the future. In this case, one can learn to act differently due to the consequences of the actions; the same action is repeated in the future if the consequence was positive. Therefore, Operant conditioning has a strength related to the positive or negative outcome that lead to change of behavior and sustenance of a certain behavior (Nye, 2000). For instance, a student, who is misbehaving is entitled to a negative reinforcement in order to eliminate the chances of the behavior occurring in the future. In addition, the strength of the Operant conditioning is evident through understanding of the potential of

Customer Relationship Management Systems

Customer Relationship Management Systems Abstract: Customer Relationship Management (CRM) focuses on customer retention through development of sustainable relationships. Establishment of these relationships is based on customer satisfaction and an organisations ability to sustain high standards that identify them from competitors. CRM is also concerned with attracting new customers. In order to ensure customer satisfaction, there is need to understand customer requirements through studies which is essentially the function of CRM. Evolution of information technology has given rise to CRM systems which make this function even easier so that long-term profitability resulting from customer loyalty and cost cutting is realized. The use of these systems has proved invaluable so that higher education institutions are highly being encouraged to make use of them in order to enhance their ability to retain existing customers and attract new customers. Executive summary The use of Customer Relationship Management Systems is a strategy that has been received with high levels of enthusiasm in the business world. Many businesses have embraced the use of Customer Relationship Management Systems; simply known as CRM systems to enhance satisfaction of existing customers and to attract new customers. This has been referred to as a shift from transaction-specific to cumulative customer oriented satisfaction through incorporating information technology in CRM. CRM systems are attributed to the growing concept of customer-centrism which focuses more on customer satisfaction to increase profitability. Institutions of higher learning have not been left behind and several of them have already turned to the use of these systems. The high level of competitiveness in institutions of higher learning as more investments are made in the sector has prompted them to adopt more proactive approaches to customer attraction and retention. Constant changes in customer expectations and demands have also played a big role in the adoption of these systems in order to help in meeting these needs. It is however notable that many institutions are still stuck with the traditional manual system of customer care. This is mostly due to the unavailability of funds or ignorance of the benefits that they are likely to obtain from CRM systems. This paper aims at filling this knowledge gap so that institutions of higher learning may realize how much they stand to gain from investing in CRM systems. It clearly demonstrates how they can use these systems to retain existing customers and recruit new ones. A study conducted in various universities and colleges revealed that customers would appreciate the use of CRM systems which would ensure that their queries are solved efficiently. The fact that CRM could help in saving time made it even more important to the customers. The study which incorporated high school seniors, university and college students, parents, staff and alumni in a study sample made note of the importance that customers placed on efficiency citing that long procedures are tiring and demoralising. Most respondents were quick to note that websites eliminate a great deal of unnecessary inquiries since most of the information required about the institution was likely to be available from the website. This way they did not have to contact the administration when they had questions. This study reveals that the use of CRM could actually save institutions from the unnecessary expenses resulting from customer dissatisfaction. This is done through the identification of customer needs which are then assimilated into the institutions strategy to meet these needs. This way, complaints are eliminated which saves the institution from loss of customers and loss of money. Stefanou and Sarmaniotis (2003: 623) note that dissatisfaction of customers is not only costly to the institution but to the customer as well. When a customer loses in a deal, the probability that he or she will utilize an organisations services again is greatly reduced. CRM systems could help institutions of higher learning to cut on their costs significantly thereby improving their profitability. In the study, the question of costs is raised and it is considered one of the limiting factors towards the acquisition of CRM systems. On the same note however, the study establishes that the cost involved in the acquisition is worth considering the benefits that the institution is likely to obtain in the long-run once the system is in place. In concluding the study, the need for caution during the selection of CRM systems to be used in the institutions is also emphasised. Chapter 1 Introduction/Background 1.10 Statement of the problem Institutions of higher learning are often overwhelmed by the high numbers of customers that they have to handle. Consequently, they end up not satisfying every customers need and instead opt for ways to collectively address customer needs. This however could be detrimental to the institutions because needs vary from one customer to the other. Further, there is a risk of losing customers as a result of the high number of colleges and universities that have emerged thereby raising the level of competition. In public institutions, it is common for customers who are mainly students being taken for granted. The administration is likely to be tempted to assume that it is the students who require education and hence demand their services and not vise versa. Conant (2003: 3) however notes that this kind of ignorance could culminate into deleterious effects on the institutions performance and even loss of customers. This according to Cleary (2001: 33) would be quite unfortunate because even t he best institution is ineffective when its customer focus is lost. Every student, parent, alumni and any other type of customer that the institutions serve is of great importance and deserves to be treated right. For this reason, understanding their needs and integrating this with the company strategy to better satisfy them is quite inevitable. Whenever such kind of a proposition is put forward, several questions are bound to arise: What options do institutions of higher learning have in ensuring that their customers needs are properly taken care of? Can any given institution cope with the ever changing customer needs in order to satisfy them? What about the ever rising levels of competition? Which is the right criterion to address these issues? Is it possible to gain positive results from their implementation? How much will it cost the institution? These are some of the problems and queries that this paper seeks to demystify. Many options are available when a company needs to meet its customers needs. A customer care strategy that caters for the present as well as the future needs of customers is what any modern organisation requires in order to survive the rising levels of competition. The most recent strategy and whose popularity is growing at a high rate among organizations not necessarily in the education sector is the use of customer relationship management systems. As put forth by various studies, customer relationship management systems will undoubtedly help in the provision of better services, management of existing customers and recruitment of new ones in higher education institutions. A proper understanding is however necessary if these institutions are to use CRM systems as their customer care strategy. This study is therefore justifiable and its findings will come in handy in ensuring that higher education institutions can manage their customers better. 1.20 Justification of the study Increase in competition among institutions of higher learning has been on the rise hence the need for strategies aimed at retaining current customers and attracting new ones. Just like in any other business entity, institutions must aim at satisfying their customers. This way, they are assured of increased profitability. This study will form a discussion on customer relationship management which is in essence a sophisticated way of ensuring customer satisfaction through establishment of sustainable customer relationships. This study could therefore be of great importance to institutions of higher learning which have not yet embraced the use of CRM systems into their programs. There is a general agreement that technology is advancing at a high rate and that customers are now turning towards information contained on the internet to make their purchasing decisions (Bull, 2003: 593-594). This new trend calls for a change in strategies used by companies to attract and retain new customers. By the use of the internet, customers can now get information about products and services, their prices and unique characteristics which they can then compare to others available over the internet. Making such information available over the internet is therefore very vital in todays business world. This applies perfectly to prospective students and staff who are likely to make use of the internet information to make important decisions about their school of choice. By making use of CRM systems, institutions are able to attract new customers and their customer base can be improved. A study focusing on the importance of CRM systems which are basically computer-based strategies is therefore justifiable as it will help institutions to better understanding of its working and importance. 1.30. Objectives of the study To make this study plausible in addressing the research issues and concerns, several objectives were set to guide the study. The major objective was to determine characteristics of customer relationship management systems that make them useful to higher education institutions and why institutions should adopt them to improve their competitiveness. Other objectives included: To find out whether costs of CRM systems impact on organisation ability to attain the systems. To establish whether there are any risks involved in the use of CRM systems. 1.40. Research questions What constitutes of customer satisfaction according to customer satisfaction theories? Does ensuring customer satisfaction contribute to the business effectiveness, productivity and profitability? What is meant by Customer Relationship Management Systems? Is there a relationship between Customer Relationship Management and customer satisfaction? Are they useful in higher education institutions? If so, how can they benefit from adopting Customer Relationship Management Systems? 1.50. Methodology outline This study makes the use of reliable sources of information through conducting interviews and using secondary data from previous studies conducted by various scholars in the same field. By making use of an example of Imperial College, this study will show that adopting the use of CRM systems could lead to a tremendous transformation in an institutions service delivery. Chapter 2 Literature Review 2.1. The customer satisfaction theory 2.1.1. Customer satisfaction Customer satisfaction forms the core in the attraction and retention of customers into a business. It is for this reason that customer satisfaction is often considered very vital for business survival. Customer satisfaction is used to refer to contentment, happiness or well-being of an organisations customers (Anderson, 1973: 38). It is all about doing what is desirable to a customer. In the classical definition however, the degree of correspondence between a customers expectations and what is actually provided in the perceived product or service is what constitutes customer satisfaction (Stefanou and Sarmaniotis, 2006: 619). Should the service or product exceed expectations or just fulfil it, customer satisfaction is deemed to have occurred. The level of at which the product meets the customers needs then determines whether the customer is satisfied, moderately satisfied, highly satisfied and so on. Depending on the customers attitude, this could work well towards improving the busi ness customer loyalty. If a product or service is below the customers expectations, dissatisfaction occurs and the probability of losing the customer to competitors increases (Anderson, 1973: 38-39). In measuring customer satisfaction, a comparison between the expected and the perceived quality are objectively compared. The expected quality is what the customer expects from the company and which should be provided by the company. It is what represent the customers wishes, expectations and needs and is referred to as the Should factor (Wilson 1991: 152). On the other hand, what the business actually gives the customer is what is referred to as the perceived quality. Perceived quality is known as the is factor (Wilson, 1991: 152). The basic factors are those referred to as must have aspects or dissatisfiers. Basic factors do not afford the customer any satisfaction and they are deemed to be obvious. In other words, the characteristic is in essence what the customer wants and if this is not there then he would not even buy the product or service in the first place (Croteau, 2003: 25-26). For example, any customer will expect that an institution of higher learning provides education as a prerequisite and is bound to take this for granted. This characteristic does not trigger any sort of excitement from the customer as it is considered normal (Kano, Seraku and Tkahashi, 1984: 40). It is other factors that drive the excitement towards making a particular choice. This leads us to the excitement factors which are also known as satisfiers. These factors are the attractive characteristics of a good or service meant to generate delight in the customer (Croteau, 2003: 26). They are also considered as the factors that di stinguish an organisation from its competitors. It is these same features and characteristics that an organisation should emphasise on when advertising their goods to prospective customers so that they choose them over their competitors. Finally, the performance factors serve the purpose of providing the explicit needs of the customer (Conant, 2003: 7). When the performance is high or when the customers needs are completely met, the result is customer satisfaction. If there is low level of performance however, customer dissatisfaction results and this could cause detrimental effects on the company through loss of customers. 2.1.2. Significance of customer satisfaction Numerous empirical findings are of the view that customer satisfaction forms the basis of establishing competitive advantage. It is through customer satisfaction that the business can be assured of a bright future through repeat sales (Kano, Seraku, Takahashi and Tsuji, 1984: 39-41). Customer satisfaction helps to gain loyalty and hence retain current customers besides attracting new customers to a company. Unsatisfied customers are likely to leave because as Wilson (1991: 156) notes, only four out of every one hundred customers come back to complain. Instead, they go on and switch companies opting to keep the discontentment to themselves. This is to mean that satisfaction is extremely vital for the survival of any business and should therefore be highly regarded. Stefanou and Sarmaniotis, 2003: 619) contend with the fact that retaining the existing customers is much easier than attracting new ones hence the need to build strong customer relationships through striving to satisfy thei r needs and meeting their expectations. Consumer satisfaction is therefore vital for any organisations success and should be taken seriously. With this kind of knowledge, business strategies are now being inclined towards customer satisfaction. To do this, Customer Relationship Management has been embraced by many businesses (Grant and Anderson, 2002: 36; Conant, 2003: 21; Light, 2003: 607; Kirker, 1994: 12). Recommendations made by customers are said to attract almost the same number of customers that the business attracts on its own. This happens through recommendations. Wilson (1991: 103) notes that every satisfied customer is bound to say something positive about the product to her friends and relatives. These individuals could eventually end up being loyal customers to the business thus increasing customer base. Dissatisfied customers will complain and talk ill of the product or service such that prospective customers are discouraged and may never take the companys product following negative remarks from those that had used it before (Wilson, 1991: 157). 2.2. Understanding Customer Relationship Management The survival of any business is to a large extent determined by the level of customer satisfaction. This understanding has seen the rise in the customer-centrism strategy as a means to retain and attract new customers (Patterson, 2007: 5-6). The rise in globalization has led to high levels of competition so that every business must work towards addressing customer needs to keep them from turning to competitors. According to Oliver (1996: 88) customers are likely to move to competitors if they feel that they are not obtaining what they want. Loss of customers could be detrimental since a business cannot exist without customers. In this kind of competition for customers, the notion of Customer Relationship Management (CRM) has gained an important role in business management. Light (2003: 603-604) refers to CRM simply as the management of company-customer relationships while Stefanou and Sarmaniotis (2003: 617) call it relationship marketing. Seeman and OHara (2006: 25) add that CRM aim s at increasing customer satisfaction by customizing the service provided to each consumer. Further, Seeman and OHara refer to CRM as the process by which business information and consumer information are brought together through a centralized system. Major components of CRM include communication management, marketing, recruitment, customer support and service among others. It is a strategy that places the customer as the major focus in the organisation. Stefanou and Sarmaniotis (2003: 613-617) refers this as a customer-centric strategy where understanding the customer life cycle is essential. There is also need to understand the ever changing customer needs triggered by changes in lifestyles and income changes. CRM has often been described as a shift from the transaction-specific to cumulative customer satisfaction through relational orientation (Raab, 2008: 132). In order to satisfy this prerequisite, CRM has been divided into two major procedures; the operational function and the analytical function. While the operational function involves the collection of data from customers, the analytical function is concerned with analysis of data in order to understand the customer needs so that they can be effectively addressed (Peelen, 2005: 63). Data can be collected through the use of interviews and questionnaires, customer feedback, complaints and physical reactions among others. Using this kind of information, the customer service department can easily determine whether customers are satisfied with their products or not (Kirker, 1994: 14). If they are not satisfied, strategies aimed at addressing the various needs must be formulated. With the increasing level of globalisation, technological advances are being strongly felt in the business world. Further, customer relationships have become more complex due to consumer mobility and the rise of suburbs (Milliron, 2001: 52). Customer tastes and preferences are changing by the day as people embrace the modern world. In response to this, more companies have taken up technology-led techniques to further enhance their performance. It is for this reason that the CRM systems have emerged and companies are now turning from the manual CRM to computerised CRM. 2.3. Customer relationship management systems The use of Customer Relationship Management in institutions of higher learning is a relatively new genre of technology operations whose popularity is growing at a high rate (Light, 2003: 605). The application which is computer-based has aided in making sure that the relationship between customers and businesses can be effectively managed (Peelan, 2005: 79). Information Technology advances have been a catalyst in customer relationship management systems. Traditional analysis of data is slowly becoming outdated and the use of software to perform such duties is being adopted by the day. CRM systems have gained widespread popularity especially with the so called forward thinking managers(Croteau, 2003, 29). These systems not only analyze customer needs effectively but also make work easier for managers thus saving the time required for data analysis. Bradshaw and Brash (2001: 522) define CRM systems as a combination of discrete software tools which serve the purpose of enhancing customer satisfaction, reducing costs, identifying new opportunities, increasing revenue and attraction new customers among others. They note that organisations have no reason to fear initial costs of acquiring these systems because the benefits to be gained in the long-run exceed the costs incurred in the acquisition. Research shows that sophisticated technology has brought about the emergence of more advanced CRM systems (Milliron, 2001: 51). Further, it is notable that organisations that are currently using these sophisticated CRM technologies are gaining competitive advantage over their competitors who make use of basic data collection approaches (Abbott, Stone and Buttle, 2001: 27). Information Technology has aided companies to effectively customise their customer care procedures so as to ensure that they are well served. Following the emergence of CRM which aims at individualising customer needs, companies are now demanding technologies which make it easier to keep records about individual customers. This eliminates high numbers of record which have to be retrieved every time a customer visits the business (Bull, 2003: 31).Using the various CRM systems available in the market, it is possible for companies to collect all available data about a certain customer which is then saved in the company database. Whenever an enquiry is made by this customer, the customer care representative just needs to feed the necessary details in the database to retrieve everything about the consumer (Grant and Anderson, 2002: 26). This way, it is becomes easier to address these customers needs depending on the situation at hand. The use of web technology is one of the most prevalent applications of CRM technology (Milliron, 2001: 52). Savvy managers have realised the high rate at which the world is suddenly becoming computerized. The ease of internet navigation and development of broadband services has turned customers into active internet users. To maximise on this, internet marketing has emerged with more companies now displaying their goods in popular web pages such as networking sites (Kotler and Fox, 1995:96). It is not only the goods that they advertise on the internet however, websites containing company information have been developed so that customers can easily access any information they desire from the website (Light, 2003: 605). Most websites often have customer inquiry sections where questions can be asked and complaints deposited (Light, 2003: 606). The use of chat rooms to answer customer questions directly from the help care desk is also used in certain sophisticated websites. While websites are likely to serve customers who are already familiar with the company, new ways of directing prospective customers have been established. In popular web pages for example, clicking on a certain advertised good or service takes the prospective customer to the companys website where he or she can now access more information on about the company and other goods and services offered by the company. This is to mean that while company websites were previously used by companies to showcase their activities and other information about the company, they are now doubling up as marketing tools to retain existing employees and obtain new ones (Light, 2003: 606). 2.4. Customer relations in institutions of higher education Starting the mid-80s and into the late 90s, many higher education institutions engaged themselves in restructuring and engineering their administrative operations so that costs were reduced and consequently better services could be provided (Grant and Anderson, 2002: 24). The focus is slowly shifting from these operational changes meant to improve service delivery to identification of customer needs. These needs are then being used to identify the areas that need to be improved in order to effectively satisfy customers. This has been described as a proactive action because institutions can learn what their customers want then work towards satisfying these needs before they lose them to other institutions which meet such needs (Bull, 2003: 593). Customer relationship management (CRM) is fast gaining popularity as more institutions realize that maintaining healthy relationships with customers is vital for business success. Organisations that make use of customer relationship management report increased sales resulting from the good relationships established with their customers (Croteau, 2003: 29). Customer relations management (CRM) enables the analysis of past customer behaviour in a bid to anticipate future trends and hence do everything in their capacity to ensure that customer needs are met. While many institutions have embraced CRM, few have ventured into the use of customer relationship management technologies (Conant, 2003: 3-5). For some, it is because of inadequate information about customer relationship management (CRM) systems while for others is because of fear of initial costs associated with installing such systems. Seeman and OHara (2006: 26) note that at least 75 percent of the students entering higher education institutions have a substantial exposure to technology. The new generation of students are described as technology savvy students due to their undeniable contact with technology. As a result, their expectations about technology resources available in the institutions are very high (Milliron, 2001: 16). From what they have learnt over the internet and other technology literature, technology has been used to make procedures easier for customers unlike when manual systems were used. In their minds, institutions of higher learning should fall under this group that has acquired these systems in order to serve them better. Their absence therefore could frustrate their expectations which could culminate to serious consequences (Croteau, 2003, 31). For existing students, they could change schools and discourage their counterparts from joining the school. The use of CRM also serves the purpose of unifying the university or college administration such that the needs of customers can be catered for without having to move from one office to another. Many businesses today have now introduced websites through which they serve their customers needs. In the same trend, colleges and universities should take on this innovative method of communication to reach out to their customers without necessarily requiring them to visit the institution physically (Kotler and Fox, 1995: 96). This reduces physical and geographical barriers through providing all the information that current and potential customers would like to know about the institution. In designing a website, the technician involved must collect all the information that the institution wishes to put on the site (Milliron, 2001: 17). This information is then arranged in such a way that given links can lead the customer to the desired departments so as to access the required information. Chapter 3 Methodology Introduction This section of the paper quantifies the ability of the study to effectively satisfy the set objectives. Besides giving the procedures, methods and samples used in the study, it also outlines major limitations faced during the study. 3.1. Research scope The essence of this study is to establish whether Customer Relationship Management Systems could be of help to higher education institutions. As such, the study delimits itself to the role of customer relationships in institutions of higher learning. The importance of Customer Relationship Management systems forms the basis for this study and hence the advantages of this strategy form a core subject of the study. Due to the large geographical coverage of institutions and financial constraints, only schools in Madrid and Canterbia in Spain were used for the study. 3.2. Data and data collection Collection of data forms influences the outcome of the study to a large extent. For this reason, the data collection procedure was applied in the best way possible to enhance efficiency and to give the most accurate results. Both primary and secondary data were applied in the study. a) Primary data Factual information from the respondents was vital in making effective conclusions. To obtain this information, two separate types of questionnaires were set. These focused on current customers and potential customers. For simplicity, senior high school students who are most likely going to join universities and colleges after graduating were interviewed to determine the qualities they considered important in a college. Further, they were required to suggest the various components they would like incorporated in the college and university CRM systems. Current customers included students at colleges, staff, parents and alumni. The questionnaire directed at this group was aimed at finding out the application of CRM in their schools and how they thought it could be better improved to by incorporating technology. For those whose schools had already adopted CRM systems, they were asked to give the advantages they had witnessed and the difference with what they heard from colleagues in oth er schools not using CRM systems. Questionnaire were read out and filled by the researcher as the respondent gave their views. b) Secondary data Equally important was the use of secondary data which gave the study a theoretical background. Without the use of books, journals and periodicals among other written works, there was no way of justifying the concept of Customer Relationship Management Systems. The literature review in particular was solely dependent on previously published works. As such, secondary data was highly employed in the study. 3.3. Sample selection, technique, and size The study sample consisted of ten college students, ten university students, twenty high school seniors, twenty staff members and a random selection of twenty parents and alumni of various colleges and universities. Due to the large population of probable respondents, a method for selecting a sample had to be identified. The strategic sampling method was used to identify respondents for the study. 3.4. Ethics of the research methodology Before the beginning of the study, an objective of reducing respondents compromise as far as possible was set. The views contained in the questionnaires were for research purposes only and no third party was allowed to come into contact with them. With such an assurance, respondents felt free to give out information considered sensitive. For privacy purposes, no respondent was required to give out his or her name during the interviews. This raised confidentiality as required in scholarly research. 3.5. Limitations of the study As mu Customer Relationship Management Systems Customer Relationship Management Systems Abstract: Customer Relationship Management (CRM) focuses on customer retention through development of sustainable relationships. Establishment of these relationships is based on customer satisfaction and an organisations ability to sustain high standards that identify them from competitors. CRM is also concerned with attracting new customers. In order to ensure customer satisfaction, there is need to understand customer requirements through studies which is essentially the function of CRM. Evolution of information technology has given rise to CRM systems which make this function even easier so that long-term profitability resulting from customer loyalty and cost cutting is realized. The use of these systems has proved invaluable so that higher education institutions are highly being encouraged to make use of them in order to enhance their ability to retain existing customers and attract new customers. Executive summary The use of Customer Relationship Management Systems is a strategy that has been received with high levels of enthusiasm in the business world. Many businesses have embraced the use of Customer Relationship Management Systems; simply known as CRM systems to enhance satisfaction of existing customers and to attract new customers. This has been referred to as a shift from transaction-specific to cumulative customer oriented satisfaction through incorporating information technology in CRM. CRM systems are attributed to the growing concept of customer-centrism which focuses more on customer satisfaction to increase profitability. Institutions of higher learning have not been left behind and several of them have already turned to the use of these systems. The high level of competitiveness in institutions of higher learning as more investments are made in the sector has prompted them to adopt more proactive approaches to customer attraction and retention. Constant changes in customer expectations and demands have also played a big role in the adoption of these systems in order to help in meeting these needs. It is however notable that many institutions are still stuck with the traditional manual system of customer care. This is mostly due to the unavailability of funds or ignorance of the benefits that they are likely to obtain from CRM systems. This paper aims at filling this knowledge gap so that institutions of higher learning may realize how much they stand to gain from investing in CRM systems. It clearly demonstrates how they can use these systems to retain existing customers and recruit new ones. A study conducted in various universities and colleges revealed that customers would appreciate the use of CRM systems which would ensure that their queries are solved efficiently. The fact that CRM could help in saving time made it even more important to the customers. The study which incorporated high school seniors, university and college students, parents, staff and alumni in a study sample made note of the importance that customers placed on efficiency citing that long procedures are tiring and demoralising. Most respondents were quick to note that websites eliminate a great deal of unnecessary inquiries since most of the information required about the institution was likely to be available from the website. This way they did not have to contact the administration when they had questions. This study reveals that the use of CRM could actually save institutions from the unnecessary expenses resulting from customer dissatisfaction. This is done through the identification of customer needs which are then assimilated into the institutions strategy to meet these needs. This way, complaints are eliminated which saves the institution from loss of customers and loss of money. Stefanou and Sarmaniotis (2003: 623) note that dissatisfaction of customers is not only costly to the institution but to the customer as well. When a customer loses in a deal, the probability that he or she will utilize an organisations services again is greatly reduced. CRM systems could help institutions of higher learning to cut on their costs significantly thereby improving their profitability. In the study, the question of costs is raised and it is considered one of the limiting factors towards the acquisition of CRM systems. On the same note however, the study establishes that the cost involved in the acquisition is worth considering the benefits that the institution is likely to obtain in the long-run once the system is in place. In concluding the study, the need for caution during the selection of CRM systems to be used in the institutions is also emphasised. Chapter 1 Introduction/Background 1.10 Statement of the problem Institutions of higher learning are often overwhelmed by the high numbers of customers that they have to handle. Consequently, they end up not satisfying every customers need and instead opt for ways to collectively address customer needs. This however could be detrimental to the institutions because needs vary from one customer to the other. Further, there is a risk of losing customers as a result of the high number of colleges and universities that have emerged thereby raising the level of competition. In public institutions, it is common for customers who are mainly students being taken for granted. The administration is likely to be tempted to assume that it is the students who require education and hence demand their services and not vise versa. Conant (2003: 3) however notes that this kind of ignorance could culminate into deleterious effects on the institutions performance and even loss of customers. This according to Cleary (2001: 33) would be quite unfortunate because even t he best institution is ineffective when its customer focus is lost. Every student, parent, alumni and any other type of customer that the institutions serve is of great importance and deserves to be treated right. For this reason, understanding their needs and integrating this with the company strategy to better satisfy them is quite inevitable. Whenever such kind of a proposition is put forward, several questions are bound to arise: What options do institutions of higher learning have in ensuring that their customers needs are properly taken care of? Can any given institution cope with the ever changing customer needs in order to satisfy them? What about the ever rising levels of competition? Which is the right criterion to address these issues? Is it possible to gain positive results from their implementation? How much will it cost the institution? These are some of the problems and queries that this paper seeks to demystify. Many options are available when a company needs to meet its customers needs. A customer care strategy that caters for the present as well as the future needs of customers is what any modern organisation requires in order to survive the rising levels of competition. The most recent strategy and whose popularity is growing at a high rate among organizations not necessarily in the education sector is the use of customer relationship management systems. As put forth by various studies, customer relationship management systems will undoubtedly help in the provision of better services, management of existing customers and recruitment of new ones in higher education institutions. A proper understanding is however necessary if these institutions are to use CRM systems as their customer care strategy. This study is therefore justifiable and its findings will come in handy in ensuring that higher education institutions can manage their customers better. 1.20 Justification of the study Increase in competition among institutions of higher learning has been on the rise hence the need for strategies aimed at retaining current customers and attracting new ones. Just like in any other business entity, institutions must aim at satisfying their customers. This way, they are assured of increased profitability. This study will form a discussion on customer relationship management which is in essence a sophisticated way of ensuring customer satisfaction through establishment of sustainable customer relationships. This study could therefore be of great importance to institutions of higher learning which have not yet embraced the use of CRM systems into their programs. There is a general agreement that technology is advancing at a high rate and that customers are now turning towards information contained on the internet to make their purchasing decisions (Bull, 2003: 593-594). This new trend calls for a change in strategies used by companies to attract and retain new customers. By the use of the internet, customers can now get information about products and services, their prices and unique characteristics which they can then compare to others available over the internet. Making such information available over the internet is therefore very vital in todays business world. This applies perfectly to prospective students and staff who are likely to make use of the internet information to make important decisions about their school of choice. By making use of CRM systems, institutions are able to attract new customers and their customer base can be improved. A study focusing on the importance of CRM systems which are basically computer-based strategies is therefore justifiable as it will help institutions to better understanding of its working and importance. 1.30. Objectives of the study To make this study plausible in addressing the research issues and concerns, several objectives were set to guide the study. The major objective was to determine characteristics of customer relationship management systems that make them useful to higher education institutions and why institutions should adopt them to improve their competitiveness. Other objectives included: To find out whether costs of CRM systems impact on organisation ability to attain the systems. To establish whether there are any risks involved in the use of CRM systems. 1.40. Research questions What constitutes of customer satisfaction according to customer satisfaction theories? Does ensuring customer satisfaction contribute to the business effectiveness, productivity and profitability? What is meant by Customer Relationship Management Systems? Is there a relationship between Customer Relationship Management and customer satisfaction? Are they useful in higher education institutions? If so, how can they benefit from adopting Customer Relationship Management Systems? 1.50. Methodology outline This study makes the use of reliable sources of information through conducting interviews and using secondary data from previous studies conducted by various scholars in the same field. By making use of an example of Imperial College, this study will show that adopting the use of CRM systems could lead to a tremendous transformation in an institutions service delivery. Chapter 2 Literature Review 2.1. The customer satisfaction theory 2.1.1. Customer satisfaction Customer satisfaction forms the core in the attraction and retention of customers into a business. It is for this reason that customer satisfaction is often considered very vital for business survival. Customer satisfaction is used to refer to contentment, happiness or well-being of an organisations customers (Anderson, 1973: 38). It is all about doing what is desirable to a customer. In the classical definition however, the degree of correspondence between a customers expectations and what is actually provided in the perceived product or service is what constitutes customer satisfaction (Stefanou and Sarmaniotis, 2006: 619). Should the service or product exceed expectations or just fulfil it, customer satisfaction is deemed to have occurred. The level of at which the product meets the customers needs then determines whether the customer is satisfied, moderately satisfied, highly satisfied and so on. Depending on the customers attitude, this could work well towards improving the busi ness customer loyalty. If a product or service is below the customers expectations, dissatisfaction occurs and the probability of losing the customer to competitors increases (Anderson, 1973: 38-39). In measuring customer satisfaction, a comparison between the expected and the perceived quality are objectively compared. The expected quality is what the customer expects from the company and which should be provided by the company. It is what represent the customers wishes, expectations and needs and is referred to as the Should factor (Wilson 1991: 152). On the other hand, what the business actually gives the customer is what is referred to as the perceived quality. Perceived quality is known as the is factor (Wilson, 1991: 152). The basic factors are those referred to as must have aspects or dissatisfiers. Basic factors do not afford the customer any satisfaction and they are deemed to be obvious. In other words, the characteristic is in essence what the customer wants and if this is not there then he would not even buy the product or service in the first place (Croteau, 2003: 25-26). For example, any customer will expect that an institution of higher learning provides education as a prerequisite and is bound to take this for granted. This characteristic does not trigger any sort of excitement from the customer as it is considered normal (Kano, Seraku and Tkahashi, 1984: 40). It is other factors that drive the excitement towards making a particular choice. This leads us to the excitement factors which are also known as satisfiers. These factors are the attractive characteristics of a good or service meant to generate delight in the customer (Croteau, 2003: 26). They are also considered as the factors that di stinguish an organisation from its competitors. It is these same features and characteristics that an organisation should emphasise on when advertising their goods to prospective customers so that they choose them over their competitors. Finally, the performance factors serve the purpose of providing the explicit needs of the customer (Conant, 2003: 7). When the performance is high or when the customers needs are completely met, the result is customer satisfaction. If there is low level of performance however, customer dissatisfaction results and this could cause detrimental effects on the company through loss of customers. 2.1.2. Significance of customer satisfaction Numerous empirical findings are of the view that customer satisfaction forms the basis of establishing competitive advantage. It is through customer satisfaction that the business can be assured of a bright future through repeat sales (Kano, Seraku, Takahashi and Tsuji, 1984: 39-41). Customer satisfaction helps to gain loyalty and hence retain current customers besides attracting new customers to a company. Unsatisfied customers are likely to leave because as Wilson (1991: 156) notes, only four out of every one hundred customers come back to complain. Instead, they go on and switch companies opting to keep the discontentment to themselves. This is to mean that satisfaction is extremely vital for the survival of any business and should therefore be highly regarded. Stefanou and Sarmaniotis, 2003: 619) contend with the fact that retaining the existing customers is much easier than attracting new ones hence the need to build strong customer relationships through striving to satisfy thei r needs and meeting their expectations. Consumer satisfaction is therefore vital for any organisations success and should be taken seriously. With this kind of knowledge, business strategies are now being inclined towards customer satisfaction. To do this, Customer Relationship Management has been embraced by many businesses (Grant and Anderson, 2002: 36; Conant, 2003: 21; Light, 2003: 607; Kirker, 1994: 12). Recommendations made by customers are said to attract almost the same number of customers that the business attracts on its own. This happens through recommendations. Wilson (1991: 103) notes that every satisfied customer is bound to say something positive about the product to her friends and relatives. These individuals could eventually end up being loyal customers to the business thus increasing customer base. Dissatisfied customers will complain and talk ill of the product or service such that prospective customers are discouraged and may never take the companys product following negative remarks from those that had used it before (Wilson, 1991: 157). 2.2. Understanding Customer Relationship Management The survival of any business is to a large extent determined by the level of customer satisfaction. This understanding has seen the rise in the customer-centrism strategy as a means to retain and attract new customers (Patterson, 2007: 5-6). The rise in globalization has led to high levels of competition so that every business must work towards addressing customer needs to keep them from turning to competitors. According to Oliver (1996: 88) customers are likely to move to competitors if they feel that they are not obtaining what they want. Loss of customers could be detrimental since a business cannot exist without customers. In this kind of competition for customers, the notion of Customer Relationship Management (CRM) has gained an important role in business management. Light (2003: 603-604) refers to CRM simply as the management of company-customer relationships while Stefanou and Sarmaniotis (2003: 617) call it relationship marketing. Seeman and OHara (2006: 25) add that CRM aim s at increasing customer satisfaction by customizing the service provided to each consumer. Further, Seeman and OHara refer to CRM as the process by which business information and consumer information are brought together through a centralized system. Major components of CRM include communication management, marketing, recruitment, customer support and service among others. It is a strategy that places the customer as the major focus in the organisation. Stefanou and Sarmaniotis (2003: 613-617) refers this as a customer-centric strategy where understanding the customer life cycle is essential. There is also need to understand the ever changing customer needs triggered by changes in lifestyles and income changes. CRM has often been described as a shift from the transaction-specific to cumulative customer satisfaction through relational orientation (Raab, 2008: 132). In order to satisfy this prerequisite, CRM has been divided into two major procedures; the operational function and the analytical function. While the operational function involves the collection of data from customers, the analytical function is concerned with analysis of data in order to understand the customer needs so that they can be effectively addressed (Peelen, 2005: 63). Data can be collected through the use of interviews and questionnaires, customer feedback, complaints and physical reactions among others. Using this kind of information, the customer service department can easily determine whether customers are satisfied with their products or not (Kirker, 1994: 14). If they are not satisfied, strategies aimed at addressing the various needs must be formulated. With the increasing level of globalisation, technological advances are being strongly felt in the business world. Further, customer relationships have become more complex due to consumer mobility and the rise of suburbs (Milliron, 2001: 52). Customer tastes and preferences are changing by the day as people embrace the modern world. In response to this, more companies have taken up technology-led techniques to further enhance their performance. It is for this reason that the CRM systems have emerged and companies are now turning from the manual CRM to computerised CRM. 2.3. Customer relationship management systems The use of Customer Relationship Management in institutions of higher learning is a relatively new genre of technology operations whose popularity is growing at a high rate (Light, 2003: 605). The application which is computer-based has aided in making sure that the relationship between customers and businesses can be effectively managed (Peelan, 2005: 79). Information Technology advances have been a catalyst in customer relationship management systems. Traditional analysis of data is slowly becoming outdated and the use of software to perform such duties is being adopted by the day. CRM systems have gained widespread popularity especially with the so called forward thinking managers(Croteau, 2003, 29). These systems not only analyze customer needs effectively but also make work easier for managers thus saving the time required for data analysis. Bradshaw and Brash (2001: 522) define CRM systems as a combination of discrete software tools which serve the purpose of enhancing customer satisfaction, reducing costs, identifying new opportunities, increasing revenue and attraction new customers among others. They note that organisations have no reason to fear initial costs of acquiring these systems because the benefits to be gained in the long-run exceed the costs incurred in the acquisition. Research shows that sophisticated technology has brought about the emergence of more advanced CRM systems (Milliron, 2001: 51). Further, it is notable that organisations that are currently using these sophisticated CRM technologies are gaining competitive advantage over their competitors who make use of basic data collection approaches (Abbott, Stone and Buttle, 2001: 27). Information Technology has aided companies to effectively customise their customer care procedures so as to ensure that they are well served. Following the emergence of CRM which aims at individualising customer needs, companies are now demanding technologies which make it easier to keep records about individual customers. This eliminates high numbers of record which have to be retrieved every time a customer visits the business (Bull, 2003: 31).Using the various CRM systems available in the market, it is possible for companies to collect all available data about a certain customer which is then saved in the company database. Whenever an enquiry is made by this customer, the customer care representative just needs to feed the necessary details in the database to retrieve everything about the consumer (Grant and Anderson, 2002: 26). This way, it is becomes easier to address these customers needs depending on the situation at hand. The use of web technology is one of the most prevalent applications of CRM technology (Milliron, 2001: 52). Savvy managers have realised the high rate at which the world is suddenly becoming computerized. The ease of internet navigation and development of broadband services has turned customers into active internet users. To maximise on this, internet marketing has emerged with more companies now displaying their goods in popular web pages such as networking sites (Kotler and Fox, 1995:96). It is not only the goods that they advertise on the internet however, websites containing company information have been developed so that customers can easily access any information they desire from the website (Light, 2003: 605). Most websites often have customer inquiry sections where questions can be asked and complaints deposited (Light, 2003: 606). The use of chat rooms to answer customer questions directly from the help care desk is also used in certain sophisticated websites. While websites are likely to serve customers who are already familiar with the company, new ways of directing prospective customers have been established. In popular web pages for example, clicking on a certain advertised good or service takes the prospective customer to the companys website where he or she can now access more information on about the company and other goods and services offered by the company. This is to mean that while company websites were previously used by companies to showcase their activities and other information about the company, they are now doubling up as marketing tools to retain existing employees and obtain new ones (Light, 2003: 606). 2.4. Customer relations in institutions of higher education Starting the mid-80s and into the late 90s, many higher education institutions engaged themselves in restructuring and engineering their administrative operations so that costs were reduced and consequently better services could be provided (Grant and Anderson, 2002: 24). The focus is slowly shifting from these operational changes meant to improve service delivery to identification of customer needs. These needs are then being used to identify the areas that need to be improved in order to effectively satisfy customers. This has been described as a proactive action because institutions can learn what their customers want then work towards satisfying these needs before they lose them to other institutions which meet such needs (Bull, 2003: 593). Customer relationship management (CRM) is fast gaining popularity as more institutions realize that maintaining healthy relationships with customers is vital for business success. Organisations that make use of customer relationship management report increased sales resulting from the good relationships established with their customers (Croteau, 2003: 29). Customer relations management (CRM) enables the analysis of past customer behaviour in a bid to anticipate future trends and hence do everything in their capacity to ensure that customer needs are met. While many institutions have embraced CRM, few have ventured into the use of customer relationship management technologies (Conant, 2003: 3-5). For some, it is because of inadequate information about customer relationship management (CRM) systems while for others is because of fear of initial costs associated with installing such systems. Seeman and OHara (2006: 26) note that at least 75 percent of the students entering higher education institutions have a substantial exposure to technology. The new generation of students are described as technology savvy students due to their undeniable contact with technology. As a result, their expectations about technology resources available in the institutions are very high (Milliron, 2001: 16). From what they have learnt over the internet and other technology literature, technology has been used to make procedures easier for customers unlike when manual systems were used. In their minds, institutions of higher learning should fall under this group that has acquired these systems in order to serve them better. Their absence therefore could frustrate their expectations which could culminate to serious consequences (Croteau, 2003, 31). For existing students, they could change schools and discourage their counterparts from joining the school. The use of CRM also serves the purpose of unifying the university or college administration such that the needs of customers can be catered for without having to move from one office to another. Many businesses today have now introduced websites through which they serve their customers needs. In the same trend, colleges and universities should take on this innovative method of communication to reach out to their customers without necessarily requiring them to visit the institution physically (Kotler and Fox, 1995: 96). This reduces physical and geographical barriers through providing all the information that current and potential customers would like to know about the institution. In designing a website, the technician involved must collect all the information that the institution wishes to put on the site (Milliron, 2001: 17). This information is then arranged in such a way that given links can lead the customer to the desired departments so as to access the required information. Chapter 3 Methodology Introduction This section of the paper quantifies the ability of the study to effectively satisfy the set objectives. Besides giving the procedures, methods and samples used in the study, it also outlines major limitations faced during the study. 3.1. Research scope The essence of this study is to establish whether Customer Relationship Management Systems could be of help to higher education institutions. As such, the study delimits itself to the role of customer relationships in institutions of higher learning. The importance of Customer Relationship Management systems forms the basis for this study and hence the advantages of this strategy form a core subject of the study. Due to the large geographical coverage of institutions and financial constraints, only schools in Madrid and Canterbia in Spain were used for the study. 3.2. Data and data collection Collection of data forms influences the outcome of the study to a large extent. For this reason, the data collection procedure was applied in the best way possible to enhance efficiency and to give the most accurate results. Both primary and secondary data were applied in the study. a) Primary data Factual information from the respondents was vital in making effective conclusions. To obtain this information, two separate types of questionnaires were set. These focused on current customers and potential customers. For simplicity, senior high school students who are most likely going to join universities and colleges after graduating were interviewed to determine the qualities they considered important in a college. Further, they were required to suggest the various components they would like incorporated in the college and university CRM systems. Current customers included students at colleges, staff, parents and alumni. The questionnaire directed at this group was aimed at finding out the application of CRM in their schools and how they thought it could be better improved to by incorporating technology. For those whose schools had already adopted CRM systems, they were asked to give the advantages they had witnessed and the difference with what they heard from colleagues in oth er schools not using CRM systems. Questionnaire were read out and filled by the researcher as the respondent gave their views. b) Secondary data Equally important was the use of secondary data which gave the study a theoretical background. Without the use of books, journals and periodicals among other written works, there was no way of justifying the concept of Customer Relationship Management Systems. The literature review in particular was solely dependent on previously published works. As such, secondary data was highly employed in the study. 3.3. Sample selection, technique, and size The study sample consisted of ten college students, ten university students, twenty high school seniors, twenty staff members and a random selection of twenty parents and alumni of various colleges and universities. Due to the large population of probable respondents, a method for selecting a sample had to be identified. The strategic sampling method was used to identify respondents for the study. 3.4. Ethics of the research methodology Before the beginning of the study, an objective of reducing respondents compromise as far as possible was set. The views contained in the questionnaires were for research purposes only and no third party was allowed to come into contact with them. With such an assurance, respondents felt free to give out information considered sensitive. For privacy purposes, no respondent was required to give out his or her name during the interviews. This raised confidentiality as required in scholarly research. 3.5. Limitations of the study As mu

High Blood Pressure :: essays research papers

  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   HIGH BLOOD PRESSURE   Ã‚  Ã‚  Ã‚  Ã‚  The definition of High blood pressure is a measurement of the force applied against the walls of the arteries as the heart pumps blood through the body. The pressure is determined by the force and amount of blood pumped and the size and flexibility of the arteries. The blood pressure is continually changing depending on activity, temperature, diet, emotional state, posture, physical state, and drugs.   Ã‚  Ã‚  Ã‚  Ã‚  The blood pressure is ussually taken while the person is seated with the arm resting on a table and slightly bent so that the arm is at the same level as the heart.   Ã‚  Ã‚  Ã‚  Ã‚  Blood pressure readings ate ussually given as two numbers: 110 over 70. The first number is called the systolic blood pressure reading and represents the maximum pressure exerted when the heart contracts. The second number is called the diastolic blood pressure reading and it represents the pressure in the arteries when the heart is at rest.   Ã‚  Ã‚  Ã‚  Ã‚  The test can be done at any time. It is usually done after resting at least 5 minutes. The only thing you can feel during the test is the pressure of the cuff on the arm. There is no risk to taking the test. Most people cannot sense if their blood pressure is high because ther are usually no symptoms. High blood pressure increases the risk of heart failure, heart attack, stroke, and kidney failure. For people who have high blood pressure, taking the test is a way of monitoring the effectivness of medications and dietary modifications on the blood pressure.   Ã‚  Ã‚  Ã‚  Ã‚  Generally, the systolic pressure is approximately 120 and the diastolic pressure is approximately 70 to 80.   Ã‚  Ã‚  Ã‚  Ã‚  Abnormal resusts are mild hypertension were diastolic pressure is 90 to 104. Significant hypertension is when systolic pressure is above 200 or

Leadership interview Essay

Our group interviewed five leaders varying from business owners to Sr Vice Presidents of different organizations. As we began to analyze the interviews from our leaders we noticed more common themes than differences amongst them. The first common theme was that three out of the five leaders stated that they defined themselves as participative leadership styles. They functioned as a facilitator rather than simply issuing orders to those that they support. The leaders encouraged active participation from their teams allowing them to express their opinions and be able to demonstrate their abilities. Our leaders participative leadership styles allows the skills of all their team members to be utilized in making suggestions and decisions but the leader is still responsible for making the final decision. This will allow everyone to have their input and provide a well rounded decision that will create a positive environment which will only bring profitability to the organization. As the tra its theory of leadership, most of our leaders agreed that leaders are born with leadership characteristics. They also agreed that there are certain characteristics that can be strengthened and developed by the leaders through their childhood years, beliefs, the environment in which they surround themselves, the ability of how they learn, and most importantly how they react when being provided with feedback. Leaders can enhance and learn certain characteristics through advice, observation of others, and their own experiences. Everyone is born with certain characteristics that will develop into strengths and weaknesses. A good leader will identify these characteristics and apply then into their leadership capacity. As far as the common characteristics that the leaders valued in their employees commitment to the vision of the organization was among the most common. By having the same vision people have a better understanding of the future environment where they are operating, a better understanding of what the organization must be like in the future to be successful, a common goal for building team work and a common vision ensures that everyone makes decisions based on the same direction. Our leaders agreed that result driven employees were another characteristic that they value. Our leaders explained that they like their teams to bring forth not only the problem but possible solutions tha t will help make the best decision for the team and at the same time enhancing the  teams’ decision making skills. Trustworthiness and interpersonal skills were also common characteristics that our leaders stated that they valued in their employees. Interpersonal skills are needed on a daily basis which would include verbal communication, non-verbal communication, listening skills, problem-solving, and decision making. One of the leaders stated that â€Å"the biggest challenge day to day is people and remembering that people are people.† This is when having a person with good interpersonal skills can be very useful to the organization. When it came to the decision making process our leaders stated that they like to take their time in making the correct decision but at times when time is limited they need to follow their instinct based decision. When time is not of the essence our leaders stated that they make their decisions in the following steps: 1) Identifying and clarifying the issue in question this gives them an opportunity to gather facts and ask questions about the issue in question 2) Possible solutions or options 3) Process the information that has been provided to them and then finally 4) Implementing the decision. This process allows the leaders to strengthen the communication between the leaders and their team. This goes back to making a decision where everyone has input based o n the vision and culture of the organization. Consistency with solutions to issues will bring consistency when the need for a resolution arises within an organization. You will have the ability to treat issues equally and know that you have done your due diligence in gathering as much facts and data necessary to make the right decision. One thing that our leaders agreed is that they lead by example. Leading by example is one of the strongest ways to show your dedication the team. As a leader you have to remember that actions speak louder than words. Our leaders know that treating our employees with honesty and respect in another motivation for their employees. Leaders understand that how they treat a person is the same way that the person will treat them. As far differences between leaders there were not noticed during the interview process there were not any that were noticeable. They all seemed to have the same values when it came to their teams or departments. They all expressed that they have confidence in the teams and the people that work with them. The answers provided by the leaders tie into what we have learned in class because as the interviews were being conducted we looked at leadership styles of each individual leader. We also analyzed the examples  that they provided as they explained their styles an d made sure that the style matched the examples that they were providing us. For example, in the case where our leaders stated that they considered themselves Participative style we looked for examples that clearly matched the style like the leaders being supportive of their teams and the input. All leaders mentioned a clear vision of the organization that they support. In order for our leaders to expect that others follow that vision that would need to understand it themselves. It was very interesting to see that all the leaders had a vision that coincided with the value system of the organization. The most important lesson that we learned about true leaders is that leaders will support and help strengthen characteristics of those that are willing to follow to the vision of the organization. We have a better understanding of what leaders expect from their teams and will make the team be effective.

6 Environmental Costs (and 3 Benefits) of Hydroelectricity

6 Environmental Costs (and 3 Benefits) of Hydroelectricity Hydroelectricity is a significant source of power in many regions of the globe, providing 24% of the global electricity needs. Brazil and Norway rely almost exclusively on hydropower. In the United States, 7 to 12% of all electricity is produced by hydropower; the states which depend the most on it are Washington, Oregon, California, and New York. Hydropower vs. Hydroelectricity Hydropower is when water is used to activate moving parts, which in turn may operate a mill, an irrigation system, or an electric turbine (in which case we can use the term hydroelectricity). Most commonly, hydroelectricity is produced when water is held back by a dam, led down a penstock through a turbine, and then released in the river below. The water is both pushed by pressure from the reservoir above and pulled by gravity, and that energy spins a turbine coupled to a generator producing electricity. The rarer run-of-the-river hydroelectric plants also have a dam, but no reservoir behind it; turbines are moved by the river water flowing past them at the natural flow rate. Ultimately, the generation of electricity relies on the natural water cycle to refill the reservoir, making it a renewable process with no input of fossil fuel needed. Our use of fossil fuels is associated with a multitude of environmental problems: for example, the extraction of oil from tar sands produces air pollution; fracking for natural gas is associated with water pollution; the burning of fossil fuels produces climate change-inducing greenhouse gas emissions. We, therefore, look to sources of renewable energy as clean alternatives to fossil fuels. However, like all sources of energy, renewable or not, there are environmental costs associated with hydroelectricity. Here is a review of some of those costs, along with some benefits. Costs Barrier to Fish. Many migratory fish species swim up and down rivers to complete their life cycle. Anadromous fish, like salmon, shad, or Atlantic sturgeon, go upriver to spawn, and young fish swim down river to reach the sea. Catadromous fish, like the American eel, live in the rivers until they swim out to the ocean to breed, and the young eels (elvers) come back to freshwater after they hatch. Dams obviously block the passage of these fish. Some dams are equipped with fish ladders or other devices to let them pass unharmed. The effectiveness of these structures is quite variable but improving.Changes in Flood Regime. Dams can buffer large, sudden volumes of water following spring melt of heavy rains. That can be a good thing for downstream communities (see Benefits below), but it also starves the river from a periodic influx of sediment and prevents the natural high flows from regular re-countering of the river bed, which renews habitat for aquatic life. To recreate these ecologic al processes, authorities periodically release large volumes of water down the Colorado River, with positive effects on the native vegetation alongside the river. Temperature and Oxygen Modulation. Depending on the design of the dam, water released downstream often comes from the deeper parts of the reservoir. That water is therefore much the same cold temperature throughout the year. This has negative impacts on aquatic life adapted to wide seasonal variations in water temperature. Similarly, low oxygen levels in released water can kill aquatic life downstream, but the problem can be mitigated by mixing air into the water at the outlet.  Evaporation. Reservoirs increase a river’s surface area, thus increasing the amount of water lost to evaporation. In hot, sunny regions the losses are staggering: more water is lost from reservoir evaporation than is used for domestic consumption. When water evaporates, dissolved salts are left behind, increasing salinity levels downstream and harming aquatic life.Mercury Pollution. Mercury is deposited on vegetation long distances downwind from coal-burning power plants. When new reservoirs are crea ted, the mercury found in the now submerged vegetation is released and converted by bacteria into methyl-mercury. This methyl-mercury becomes increasingly concentrated as it moves up the food chain (a process called biomagnification). Consumers of predatory fish, including humans, are then exposed to dangerous concentrations of the toxic compound. Methane Emissions. Reservoirs often become saturated with nutrients coming from decomposing vegetation or nearby agricultural fields. These nutrients are consumed by algae and microorganisms which in turn release large amounts of methane, a powerful greenhouse gas. This problem has of yet not been studied enough to understand its true extent. Benefits Flood control. Reservoir levels can be lowered in anticipation of heavy rain or snowmelt, buffering the communities downstream from dangerous river levels.Recreation. Large reservoirs are often used for recreational activities like fishing and boating.Alternative to Fossil Fuels. Producing hydroelectricity releases a lower net amount of greenhouse gases than fossil fuels. As part of a portfolio of energy sources, hydroelectricity allows greater reliance on domestic energy, as opposed to fossil fuels mined overseas, in locations with less stringent environmental regulations. Some Solutions Because the economic benefits of older dams wane while the environmental costs mount, we have seen any increase in dam decommissioning and removal. These dam removals are spectacular, but most importantly they allow scientists to observe how natural processes are restored along the rivers.   Much of the environmental problems described here are associated with large-scale hydroelectric projects. There is a multitude of very small scale projects (often called â€Å"micro-hydro†) where judiciously placed small turbines use low-volume streams to produce electricity for a single home or a neighborhood. These projects have little environmental impact if properly designed. Sources and Further Reading Filho, Geraldo Lucio Tiago, Ivan Felipe Silva dos Santos, and Regina Mambeli Barros. Cost Estimate of Small Hydroelectric Power Plants Based on the Aspect Factor. Renewable and Sustainable Energy Reviews 77 (2017): 229–38. Print.Forsund, Finn R. Hydropower Economics. Springer, 2007.  Hancock, Kathleen J, and Benjamin K Sovacool. International Political Economy and Renewable Energy: Hydroelectric Power and the Resource Curse. International Studies Review 20.4 (2018): 615–32. Print.Johansson, Per-Olov, and Bengt Kristrà ¶m. Economics and Social Costs of Hydroelectric Power. Umeà ¥, Sweden: Department of Economics, Umeà ¥ University, 2018. Print.-, eds. Modern Cost-Benefit Analysis of Hydropower Conflicts. Cheltenham, UK: Edward Elgar, 2011.  -, eds. The Economics of Evaluating Water Projects: Hydroelectricity Versus Other Uses. Springer, 2012.

OxyContin essays

OxyContin essays OxyContin has recently skyrocketed to being one of the most popular drugs ever. Why is it that this particular drug has sparked so much interest in so many people? What exactly is this substance, OxyContin, and why has it turned into the latest media craze? OxyContin is indicated for the management of moderate to severe pain when a continuous, around-the-clock pain-killer is needed for an extended period of time.1 Oxycodone, the main ingredient in OxyContin is an opioid agonist, which means it targets certain parts of the brain, called opiate receptors, which causes the effects of the drug.1 It is also a Schedule II controlled substance with an abuse potential similar to that of morphine, a similar narcotic painkiller.2 OxyContin tablets are supplied in 10 mg, 20 mg, 40 mg, 80 mg, and 160mg of time-released Oxycodone.3 Oxycodone is a white, odorless crystalline powder derived from the opium alkaloid, thebaine.1 Oxycodone principal therapeutic action is analgesia, or pain removal.3 Other effects include anxiolysis, or reduction of anxiety, euphoria, or intense happiness, feelings of relaxation, respiratory depression, constipation, miosis, and cough suppression, as well as analgesia.1 The most frequent side-effects of OxyContin include constipation, nausea, somnolence, dizziness, vomiting, pruritus, headache, dry mouth, sweating, and asthenia.1 Drug interactions include enhancement of the action of skeletal muscle relaxants and produce an increased degree of respiratory depression. Oxycodone is metabolized via a specific enzyme in the liver, and other drugs that use this same enzyme interact with Oxycodone. While this enzyme in used by Oxycodone, a variety of drugs such as certain cardiovascular drugs including amiodarone and quinidine as well as polycyclic antidepressants.2 However, OxyContin is not the only drug on the market that contains Oxycodone, so why is it that OxyContin is criticized than any of the others? The ...

Manage Finance Essay Example | Topics and Well Written Essays - 3500 words

Manage Finance - Essay Example Woolworths has been one of the important consistent and successful retailer in Australia with the adoption of various strategies like the ‘fresh food people’ and the ‘everyday low prices.’ Net operating cash flows show an increasing trend and also the firm has been paying higher interim dividends to its shareholders each year. The firm has witnessed a 10.1% increase in net profits after tax and an 8.8% increase in earnings per share according to its financial reports. There has been an efficient management of balance sheet and profit and loss statements and approximately $8.2 billion has been paid to shareholders. Wesfarmers: Wesfarmers is one of the largest retailers and listed firm in Australia and has retail operations in supermarkets, general merchandise, fuel and liquor operations etc. Wesfarmers has reported an increase of 15.8% earnings growth in 2010, as compared to 2009, with Cole’s supermarket alone delivering a 21% growth. a) Budgetary processes that exist in two of the Australian Public Companies: Budgetary process is used for formulating budgets by referring to certain principles, procedures and practices. This process should involve people at different levels in the preparation of a budget. It requires careful planning and appropriate fixation of authority and responsibility. The budget targets should be realistic, and a good accounting system should be incorporated within the organization. An efficient reporting system should be incorporated so that performance appraisal can be undertaken. Budgeting process should be established in all segments of business, therefore, there arises a need for the active participation of all employees. The budgets should be flexible because there should always be room for each employee of the firm to participate. The budgetary process involves the set up of an organization for budgetary committee, a budget officer, a budget centre and a budget manual. The budget officer presides on the budget committee. The budget committee can be further div ided into various segments which consist of production manager, sales manager, finance manager, accounts manager, personnel manager and research and development manager. The production manager prepares the production and plant utilization budget. The sales manager prepares the sales and advertisement cost budget. The finance manager prepares the receipts and payments budget. The accounts manager prepares the cost budget while the personnel manager prepares the labor budget. The research and development manager prepares a research budget. A budget manual is a document in which the responsibility of several executives should be documented and the budgetary control systems are clearly defined. On the basis of time, budgets can be classified as long, short or current budgets. On the basis of functions, budget can be classified as operating, financial and master budgets. Similarly, budgets can also be classified as fixed or flexible. Both these firms follow an appropriate operating budge t and there is a very important role of the CEO as well as the top financial management. b) Who is responsible to prepare the budget? Budget is thought to be one of the most powerful financial tools used by the companies. Budget is the plan or proposal, which determines the activities of an organization. As mentioned earlier, budget may be long term and short term budget, where short term budgets cover a period of one year whereas long term plans cover a period of

Are economic agents (consumers) truly foresighted in their decision Essay

Are economic agents (consumers) truly foresighted in their decision making - Essay Example Negative feedback refers to the feedback signal that is 180 degrees out of phase with respect to that of the input signal. Generally, negative feedback can be divided into two: voltage feedback and current feedback. As often is the case, the current feedback is applied purposely to reduce the input amplifier. However, there are cases where both feedbacks may exist in a circuit. In such a case, both current voltage would be feedback towards the input in parallel or series. This, therefore, imply that the feedback would be represented as series-voltage feedback, series-current feedback, shunt current feedback, and shunt- voltage feedback. Arguably, negative feedback makes a gain in a circuit to be stable. Mathematically, it can be shown that A1= AB + A/1. It is worth noting that the negative feedback is a very useful principle that finds its application in an operation amplifier. It has been cited as being the best in creating the practical circuits due to its characteristic nature of being able to set rates, gains, alongside other significant parameters. Moreover, the negative feedback can make the circuits self-correcting and stable. By and large, the fundamental principle of the negative feedback is such that the output drives in such a direction creating an equilibrium condition. For an op-amp circuit without a feedback, there is lacking a corrective mechanism. The output voltage shall become saturated with a tiniest amount of the differential voltage that is applied in the in). It has also been noted that negative feedback will make a gain in a circuit to be stable. Moreover, research has it that the negative feedback is a fundamental principle as far as the operation of an amplifier is concerned. This is based on the fact that it can be used in creating practical circuits given its characteristic of setting up rates, gains, alongside other significant parameters. Thus, an op-amp circuit without