Practica Essay Example

Practica Essay Practica A. Answer the following questions. These answers can be found in the video. 1. Describe the life of Cesar and his family. He has two older sisters a mother and grandmother. One sister is a substitute; the other is in college but only goes on Saturday. Their mother is a pharmacist and Cesar wants to be an electrician. They speak Spanish and there native Mayan Indian language. 2. Why is the market so important in their city? The market is important because it always has food and gives people money, jobs, and helps bring tourist. 3. What is the major craft of Guatemala? -The major craft in Guatemala are things like pottery, sewing and embroidering. 4. What type of school does Cesar attend? What are the courses offered there? He attends a school that’s helps with what you would need to know to get a job. They offer courses to help you get a job to be an electrician, sew and farm. 5. How does Cesar generally spend his time outside of school? When Cesar is not in school h e likes to ride his bike or read and help around the house or even visit his grandmother and pick fruit. 6. What foods do he and his family eat a lot of? He and his family eat a lot of black beans and tortillas. 7. Describe what they do to prepare for Carnival in their city? -To prepare for a carnival they decorate egg shells. B. Where I live it is always pretty humid but rains every now and then, in Chichicastenango it is fry for a while then rains a lot on a row. Where I live we have lots of electricity and running water. Where Cesar lives there is not much electricity only about two light bulbs per house, unless you have the money to pay for more. Where I live we celebrate Easter like in Chichicastenango but we do not usually break egg shells on people’s heads. My goals are different because I would like to travel the world one day and he wants to be an electrician. I think our lifestyles are very different because of our culture background and what we do in our day but we do have some things in common like going to school, riding my bike, reading, and doing homework. We will write a custom essay sample on Practica specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Practica specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Practica specifically for you FOR ONLY $16.38 $13.9/page Hire Writer

A critical analysis of the Haringey Serious Case Review in the case of Baby Peter Conolly 2009. The WritePass Journal

A critical analysis of the Haringey Serious Case Review in the case of Baby Peter Conolly 2009. Introduction A critical analysis of the Haringey Serious Case Review in the case of Baby Peter Conolly 2009. ) has shown statistics relating to the profession that should be regarded as rather alarming given the responsibility that is placed on these professionals for the welfare of the nations vulnerable children. These statistics show that many professionals are highly concerned about the security and financial circumstances relating to their jobs, excessive overburden in workload and dissatisfaction in the roles as a result of the former two factors. There is little doubt that the professional error that formed the basis of dismissal of the social workers in the case of Peter Conolly was a knock-on effect of these resource constraints. Although, as noted in this case, it led to a fatal result it is debatable whether these failures to protect children by the state should be attributed to the professionals or rather whether they should be seen as a larger failure of the institutions and organizations tasked with the protection of children. Every Child Matters is a government driven initiative which, amongst other things, promotes the integration of various stakeholders in the field of social welfare in order to present a united front line of support staff. This encourages cross organization communication and early intervention. The emphasis on a network of social welfare professionals working together to prevent cases such as Peter Conolly reinforces the debate of whether it is just and fair to attribute the death of a child to one professional individually, as arguably there are many different workers involved in one case. The SCR report on the death of Peter Conolly mentions a wide variety of persons involved in the welfare of the child. There is some suggestion that other factors should be considered when attempting to attribute accountability to any professional or organization that perhaps was not given enough weight in the case of Peter Conolly. It was noted in the SCR that the mother of baby P. was a well-versed in the social welfare system having grown up in an abusive home and therefore knowing the protocols and factors that were considered in nominating baby P. as a high risk case. The SCR further shows that this mother was often elusive and difficult to get hold of for whatever reason and it can be argued that taking extreme measures in the case of Peter Conolly would have jeopardized other cases that the social worker may have been working on at the time. Although it was classified as a high risk case, the reports from the various parties were that the child was comfortable and happy during home visits and evaluations. It is arguable therefore that the social worker was reasonable in not spending more time and resources on trying to force more home visits on the mother of baby P. Without the value of hindsight, it is arguable that all social workers would like to give parents the benefit of the doubt, as is an occupational hazard. The tragedy of the events should not be judged with this hindsight as it risks being an armchair critic, wise after the events. Methodology The methodology used will be to examine various secondary sources of information relating to the outcomes of SCR for the professionals involved. This will determine whether measures taken against the professionals were extreme in the circumstances, but also whether there is an impact of these SCR on the organizations themselves. The current plans for restructuring of this public sector will also be considered in light of the criticisms raised by the various reports published on the protection of children and the progress made towards those goals. The suggestions forwarded by the Munro report (2011) and the BASW report (2012) will be considered in order to determine whether these suggestions will have a positive impact on the flailing morale and current problems with the social welfare profession. Conclusion and Recommendations The purpose of this research is not to suggest that these failures by any part or member of the organization are in any way acceptable. The death of a child due to abuse and neglect is never acceptable in any situation and in all cases there is a need for SCR to determine if there has been professional negligence in failing to intervene timeously leading to the fatal outcome. In the case of Peter Conolly, where an error in professional judgment was held to be the cause, appropriate action must be taken against unqualified and negligent professionals in the industry. However, if these errors and mistakes are as a result of a resource constraint that could be described as unrelated to the competency of the social worker themselves, the organization should shoulder the responsibility for this failure to take appropriate preventative measures rather than chastising the social worker involved for the purposes of public accountability. The morale in this profession is at an all time low as it is and one cannot risk the further demotivation of staff in these organizations as it will lead for further slipping of standards. Expecting social workers to perform competently and adequately in an environment where their workload is far higher than normal, as well as burdening them with extra responsibilities and duties, not to mention the demotivating effect of fiscal change, is unreasonable in the circumstances and will have a negative effect in the long term on the profession of social welfare. The recommendation therefore will be to revise the disciplinary procedures in SCR in order to firstly determine if there has been a failure of the organization or organizations involved in the case to determine the cause of failure of duty. Such an inquiry should lead to a discovery of professional negligence if such negligence existed in the case. Invariably an examination of the entire procedure and events should yield a fairly conclusive result as to the cause of the failure. Thereafter, any professional failures on the part of a specific social worker or other involved professional should be dealt with in the appropriate manner. A further recommendation is to reallocate certain resources to these organizations so that certain pressures may be relieved. This may include the assignment of additional administrative staff, inclusion of training in work schedules, the immediate filling of departmental vacancies so as not to overburden the social workers and certain tenure for these professionals as there is a clear concern for job security in these circumstances. References Christou Ward v London Borough of Haringey [2012] UKEAT 0298_11_2505 Haringey Local Safeguarding Childrens Board, 2009 (Serious Case Review ‘Child A’) (ref: March 2009) London: Department for Education The British Association of Social Workers, 2012 (The State of Social Work 2012) (Ref: 15/05/2012) London: sn The Department for Education, 2004 (Every Child Matters: Change for Children) (DfES/1081/2004) London: Department for Education The Department for Children, Schools and Families, 2010 (Working Together to Safeguard Children: A guide to inter-agency working to safeguard and promote the welfare of children) (DCSF-00305-2010) London: Department for Education The Department for Education, 2011 (The Munro Review of Child Protection: Final Report, A child centred system) (ref: May 2011) London: Department of Education The House of Commons: The Lord Laming, 2009 (The Protection of Children in England: A Progress Report) (ref: 15 March 2009) London: The Stationary Office

How to Register for the SAT as a Homeschooled Student

How to Register for the SAT as a Homeschooled Student SAT / ACT Prep Online Guides and Tips What registration code to you use to register for the SAT as a homeschooled student, and what considerations should you remember? Read our guide to get the details. How to Register as a Home Schooled Student If you are a home schooled student, you register for the SAT the same as everyone else, either by paper or online. The only thing that will be different will be when you fill in your SAT high school code. For home schoolers in the United States, it is a universal number: 970000 Generally, everything else will be the same, though there is a procedure to follow in case you have problems finding an acceptable ID. I bring this up in particular because most students can use their school photo ID, but as a home schooled student that won’t be an option for you. If you don’t have acceptable identification If you do not have an acceptable photo ID then there are options you can take. An acceptable photo ID means anything government or school issued that contains a recent photo of you. If the photo isn’t recent, then it is not acceptable. For example, if you use your passport and your photo is from when you were 10, then it’s possible that your ID will be rejected and you will not be able to sit for the test. CollegeBoard allows you to print out a student ID form with a recent photo of yourself affixed to it and bring it in on test day. If you are known by a high school counselor or other staff at a local high school, you can ask to print this student ID form on the school letterhead or you can download and print both sides. Then affix the photo and fill in your name and date of birth. If you have no acquaintances in the local high school, then take the form, with a suitable ID photo and a signature to a notary public. They will follow the directions on the form to complete it. Make sure that when they apply the notary or school seal, it overlaps with your photo. Sign the form and have the official sign and date the form too. You will be asked to sign the ID form again at the test center. The form must be dated and is only good for one year. (So it applies to all the SAT tests you might take within that one year.) Check out our Online SAT Registration article for more details on the SAT registration process. What are the advantages of taking the SAT for home schoolers? The SAT test validates your schooling to colleges, especially if you do better than average. It shows them that you know as much as any private or public school student who scored in that range. Moreover, if you score above average for your area, it sets you apart and shows colleges that you might be a good candidate. It helps you find out how prepared you are for college because of the basic concepts tested by the SAT. They test basic math, reading, writing, and reasoning skills that will be relevant for completing high school. How well you do may indicate how well you have grasped the basics that you were taught in your high school equivalent years. It can give you some confidence in your academic strengths if you feel unprepared for college as a home schooler. Know that, as a home schooler, you will likely do better on the SAT than the average of your local public high school students. When you get your results back, you’ll believe it. It prepares you for taking long exams in college and gives you a taste of high pressure testing. College exams are no easy thing, and becoming familiar with how to take long and challenging exams is an important skill to acquire. What's Next? If you're curious, read about the relation between the SAT Scores and Academic Achievement, though keep in mind How the SAT is different from a high school test. Check out the Average SAT Score by State to see what your local averages are and what you need to get to stand out! You can also learn about how to get into the top engineering schools like Caltech or MIT with your SATs. If you're nervous, learn about the 3 Sources of SAT Anxiety and how to manage them. If its the testing issues that will be solved with the new SAT, then first check out the article on whether you should take the new or old SAT. This Compete Guide to the New SAT may also help. If you would prefer the ACTs after all, then How to sign up for the ACT should help you understand. Want to improve your SAT score by 240 points?We've written a guide about the top 5 strategies you must be using to have a shot at improving your score. Download it for free now:

WHAT ARE THE STRENGTHS AND WEAKNESS OF THE VIEW THAT WE ARE LIVING IN Essay

WHAT ARE THE STRENGTHS AND WEAKNESS OF THE VIEW THAT WE ARE LIVING IN A GLOBALISED WORLD - Essay Example nomies into an international economy through trade, capital flows, migration, spread of technology and many other factors contributing to it (Bhagwati, 2004). Globalisation is usually recognized as being caused by a combination of economic, socio-cultural, technological, political and biological factors. It can also refer to the dissemination of ideas, languages or popular culture between nations (Croucher, 2004). Living in a globalised world has its share of negative effects on the average citizen, and globalisation has been one of the most hotly-debated issues in international economics in the past years. One of the causes for this opposition to globalisation is the concern that globalisation has increased inequality and environmental degradation (Hopkins, 2004). Fears for inequality arise in situations in which companies take advantage of cheap labour force in backward countries and use employees for their own needs without taking care of their working conditions. Also, as a result of the industrial nature of factories and that are responsible for manufacturing goods, the environment suffers damages in its land, in bodies of water (including rivers, lakes, oceans, seas) and in the air as well (as poisonous materials are released to the air). Poorer countries suffer more disadvantages because of globalisation. As some countries try to save their national markets, they sometimes subsidise their main export, which is agricultural goods. This lowers the poor farmers crop prices in the poor countries compared to what it would have been if countries had not subsidised their goods. (Hurst, n.d) One other negative effect of globalisation in the economic field is the increase in child labour. The conditions in the poorer countries of the world along with the "enticements" offered by large corporations in them cause even children to go to work in order to help support their families. These children often work in sweatshops and in terrible conditions. The increases in

Research Assignment 2 Paper Example | Topics and Well Written Essays - 1000 words

Assignment 2 - Research Paper Example As mentioned above, people move from their original homes to a new region either permanently or temporarily. Their decision to either make their new environment home forever or temporary depends on their reasons for fleeing their original inhabitants. For example, those who move to seek refuge due to war may stay for long compared to those who moved in search of a lucrative career opportunity. The war victims are mentally traumatized; hence needs a new environment for a fresh start. Their decision may also be influenced by the level of hospitality of the  new  region. Communities that are less hostile encourage them to stay permanently while opposite hospitality makes them to continue migrating. Their ability to fit in the culture of their new region may also matter since moving to a region with completely different cultural practices can be frustrating. Immigration results to intermarriages across cultures. The resulting generation may have slightly different cultures but mainly adopts both cultures or keep the good cultural practices of each parent culture (Weller & Serow, 2013). Immigration and migration have led to globalization as people adapt to cultures across the globe whenever they travel to a new region. Consequently, cultures have become dynamic; they change with time and currently very few communities practice their primordial culture in pure forms. Religious beliefs are based on supernatural beings and differ across the globe. Religion is a very delicate and sensitive matter such that, any disobedience of religious norms is considered a capital crime and may cost one his or her life. In the past, there have been wars between  Christians and Muslims because of disrespect of religious beliefs. If one party’s religion is mishandled and ridiculed, there is bound to be a war. Everyone tends to protect their religion. Religion has a very significant role in social issues in the society. For example, marital stability is attributed to strong

Al Jazeera Broadcasting Company: PESTEL Analysis

Al Jazeera Broadcasting Company: PESTEL Analysis Executive Summary The objective of this report is to analyse the key external issues affecting Al Jazeera Broadcasting Network using the PESTEL Co. mnemonic. This analysis will consider the opportunities and threats facing Al Jazeera and its competitors in the broadcasting industry. Al Jazeera is generally regarded as a controversial TV network and has faced various forms of censorship in different countries. These censorships represent a significant threat to their desire to increase market share. Increasingly, viewers are demanding a more rounded coverage of news rather than a perceived ‘one side to the story’ served up by existing networks like BBC and CNN. Al Jazeera are seen as one of the main networks to provide this rounded coverage. Al Jazeera faces competition from new Arab network stations who are copying the former’s format. Since the launch of their English services, the Qatar based network is now in direct competition with the likes of BBC and CNN which brings challenges prevalent when competing against well established brands. Al Jazeera’s External Environment: PESTEL Analysis Although external forces are beyond its control, Al Jazeera can use proactivity to improve its position based on its understanding of this environment (Scholes, 2004). It enables Al Jazeera to be in a position to determine its position in the industry and subsequently identify and implement strategies and activities that will exploit the opportunities in the external environment and minimise the threats faced (Grant, 2004). The mnemonic, PESTEL Co., will be used to carry out an appraisal of the external factors affecting Al Jazeera. The mnemonic stands for the following: Political Economic Social Technological Ethical Legal Competition (P)olitical Al Jazeera is seen as a controversial TV network station. Consequently, it has had run-ins with many countries. A lot of these have resulted in censorship of some sort. The US and UK have been reported registering strong protests against the TV network’s perceived anti-US and anti-UK stance in reporting the 2003 invasion of Iraq. In Spain, in 2003, a reporter was arrested for allegedly providing support to Al Qaeda members (www.wikipedia.com). These controversies impacted negatively on Al Jazeera in terms of increasing its customer base. The more censorship and negative publicity that they attract, the less they are able to make inroads into the market share of their major competitors like CNN and BBC. This represents a significant threat. In 2004, allegations, though unsubstantiated, were made against the US, of a plot to deliberately target Al Jazeera headquarters in Doha (www.wikipedia.com). On the plus side, Al Jazeera is known for covering post-war issues. (E)conomic Al Jazeera survives on the funding provided by the Emir of Qatar and through advertising revenue. Al Jazeera’s main strategy is based on increasing market share instead of profits. ‘The Economist’ reiterated as such in its November 2006 edition, ‘influence more than profits are Al Jazeera’s driving force’. Due to increased globalisation and a general economic upturn in the world economy, i.e. low interest rates, higher levels of spending and investment, Al Jazeera are exposed to increased opportunities in terms of attracting more viewers. Viewers worldwide are better able to afford satellite TV stations in their households, therefore Al Jazeera is perfectly poised to exploit the opportunities presented. Through its web-based subscription-free service, the TV network also has an increased reach across the globe. (S)ocial This represents a significant opportunity to Al Jazeera. In Abram Sauer’s article ‘Al Jazeera Tough Enough’ (www.brandchannels.com), the writer intimated that the channel is seen as providing alternative views from the normal propaganda allegedly served up by mainstream stations. Recently, residents of countries like US and UK are registering their concerns and displeasure on what they perceive as misinformation and increased propaganda of the news presented by well-established international TV networks like CNN and BBC. The concern is based on the beliefs that these stations are sympathetic to their respective governments. Increasingly, Al Jazeera is seen as the alternative providing a more realistic and credible news and more important providing views from the ‘other side’ (i.e. views of Palestinians, Al Qaeda etc). This is translating itself into increased viewing figures for the Qatar based channel. In just over 10 years, Al Jazeera recently estim ated its worldwide audience at approximately 45 million with over 150000 US households included in that figure (www.aljazeera.com). (T)echnological Web based services in Arabic and English present the TV network with good opportunities to reach a wider audience. (E)thical In the western world, for example, the powers that be accuse Al Jazeera of promoting or supporting terrorist activities which worldwide is regarded as unethical. In the Middle East, the opposite view is held. Al Jazeera has cleverly constructed an image of itself as the station for the ‘underdog’. (L)egal In a nutshell, the obligation to provide fair and impartial news places a great duty of care on organisations such as Al Jazeera to be responsible in disseminating news. The threat here is failure to adhere to legal obligations can end in closure for the station. Competition Two Arab networks are eating into Al Jazeera’s share of the Arab market particularly in the Middle East, these are Al Arabiya and Al Hurra. Since launching their English based service, the TV network is now in direct competition with international broadcasting giants like BBC World and CNN International. Porters Five Analysis Porter’s Five Forces model will be used to analyse the competitive forces in the industry Al Jazeera operates in. Each will be looked at in turn and an assessment made on whether each of these forces present opportunities or threats to Al Jazeera. Bargaining power of suppliers The suppliers of Al Jazeera consist of providers of products and services to help Al Jazeera conduct its operations. These include suppliers of vehicles, equipment and hotel accommodation. There are also consultants and presenters who are lured to the station for big money, for example Sir David Frost. The bargaining power of suppliers can be considered low and therefore present opportunities to the TV network to attract the best. Bargaining power of buyers Increasingly, audiences are looking at alternative news coverage as their concern on alleged propaganda offered by mainstream TV news channels grows. This provides a fantastic opportunity for Al Jazeera, who are considered as the prime channel for more balanced views. In the TV news network industry, the power of the audience is very high. What is also high is the level of audience loyalty to established brands like CNN and BBC. The threat from such stations is clear as more of these diversify into programmes for ethnic minorities and other programmes presented by Al Jazeera. Barriers to entry This is high due to high capital and stringent legal requirements to be met. New entrants find it hard to compete with the TV broadcasting giants. This enables Al Jazeera to focus more on existing competition and worry less about new entrants. The main opportunity here is the strategies put in place to maintain or improve their competitiveness can be more effective than if a threat from new entrants was significant. Availability of substitutes Many people follow the news on the radio and online. However, TV is the preferred medium. Al Jazeera has increased its distribution channel by having their web based service. Therefore, the availability of substitutes is regarded as low and therefore the threat is not significant enough to worry Al Jazeera. However, complementary substitutes like other TV news channels, especially the Arabic ones will provide a significant threat once they become more established, in terms of eating into Al Jazeera’s core customer base. Extent of competitive rivalry Buyer power is high in the industry. The audience are demanding and getting greater choice of channels, thereby ensuring that broadcasting organisations place greater emphasis on the quality of their programme offerings. This poses a threat. The threat of new entrants is low as is the bargaining power of those who supply goods and services to TV network stations. Therefore, the threat from these two forces are low. The availability of substitutes provides a significant threat to Al Jazeera but the threat is well mitigated through the TV news network’s creation of a niche market for itself, i.e. one which provides a more balanced alternative view to the norm. Conclusion Significant threats and opportunities exist in the world of TV news. The threats for Al Jazeera mainly come from political, ethical and competitive forces while the opportunities are provided by social, high entry barriers and technological forces. Al Jazeera are able to mitigate threats through cleverly carving themselves a niche in the industry. They are able to exploit the opportunities as more people are demanding a more rounded view of what’s actually happening in the political news world, rather than being fed, what is widely being considered as propaganda news. REFERENCES AND BIBLIOGRAPHY Books Begg, D et al 1997, ‘Economics’ 5th edition, McGraw-Hill, Maidenhead Buckle, M Thompson, J 1999, ‘The UK Financial System’, 2nd edition, Manchester University Press, Manchester Grant, R 2004, ‘Contemporary Strategic Analysis’ 5th edition, Blackwell Publishing, London Howells, P Bain, K 1998, ‘The Economics of Money, Banking and Finance’ Addison Wesley Longman, Essex Porter, M E 2004, ‘Competitive Strategy: Techniques for Analysing Industries and Competitors’ New Edition, Free Press Scholes, K 2004, ‘Exploring Corporate Strategy, Text and Cases, FT Prentice Hall, London Internet/Practitioner Sources AJ Publishing, 1996, ‘About Aljazeera.com, viewed 20 March 2007, www.aljazeera.com/about.asp Answers.com, 2004, ‘Al Jazeera’, viewed 20th March 2007, www.answers.com British Broadcasting Corporation, 2005, ‘David Frost joins AlJazeera, viewed 20 March 2007, http://news.bbc.co.uk/2/hi/entertainment/4318284.stm CNN, 2002, ‘Al-Jazeera: Bin Laden Tape Praises Hijackers, viewed 20 March 2007, http://archives.cnn.com/2002/WORLD/meast/09/09/binladen.tape/index.html El-Nawawy, M Iskandar, A, 2002, ‘The Minotaur of Contextual Objectivity: War Coverage and the Pursuit of accuracy with Appeal’, viewed 23 March 2007, www.tbsjournal.com/Archives/Fall02/Iskandar.htm Guardian Newspaper, November 2005, ‘Gagging for the Truth’ viewed 23 March 2007, www.guardian.co.uk/leaders/story/0,3604,1649144,00.html Lynch, M, 2005, ‘Voices of the New Arab Public: Iraq, al-Jazeera and Middle East Politics Today, Columbia University Press, viewed 23 March 2007, www.columbia.edu/cu/cup/catalog/data/023113/0231134487.HTM 13k Nisbet, E C, 2006, ‘Public diploma, television news and Muslim opinion’, viewed 20 March 2007, Harvard International Journal of Press/Politics 9(2), 11-37, http://islamperceptions.org/Arab%20Perception%20of%20the%20West.pdf Sauer, A 2003, ‘Aljazeera Tough Enough’, viewed 20 March 2007, www.brandchannel.com/features_profiles.asp? WIPO Arbitration and Media Centre, 2006, ‘Aljazeera Space Channel TV Station v AJ Publishing aka Aljazeera Publishing’, Case NO. D2005-0309, viewed 23 March, www.wipo.int/amc/en/dmains/decisions Zednik, R, 2002, ‘Perspectives on War: Inside Al Jazeera’ Columbian Journalism Review, viewed 23 March 2007, www.cjr/org/year/02/2/zednik.asp

Letter of advice on how customer service in BA can be improved

I am writing to offer you some advice on how customer service in BA can be improved. Your Chief Executive, Mr Willie Walsh, suggested I write to you because he was impressed with my suggestions about monitoring and evaluating customer service. The four areas I will focus on are: 1. Improvements to quality 2. Reliability 3. Improvements to the organisation 4. Improvements to employees There are many ways in which you can improve the quality of your service in BA. Firstly I believe the introduction of extra staff training will highly benefit your company and in turn help improve your customer service. For instance all staff should be trained to deal with difficult customers; this can be very disruptive to the clientele and furthermore create a negative image for BA. If all staff is trained in this area it will mean that procedures can run smoothly and disruptive customers can be dealt with effectively. As well as this staff should be trained in helping people with special needs such as elderly, disabled, or young children. It is important that they are treated the same as regular customers and treated with due care and attention. This will attract attention to your company as people will know that your company is customer focused and has high levels of customer service for all types of people. Moreover you could introduce policies such as the introduction of new rules that will set higher expectations from your staff. This can include approaching as many customers as possible and asking them if they need any assistance in areas such as check-in. This will improve customer service levels as you can ensure that everyone is following the rules that have been set and in turn you can add more rules and regulations that will ensure that all staff is doing the same thing throughout your business. To each individual team you can set monthly targets, this will allow you to monitor the section and then create more objectives you plan for them to reach. This will benefit customers because each group of people will have objectives that they need to achieve and will be monitored throughout their progress to ensure the highest quality customer service is provided. As I suggested in a letter to your chief executive Mr Willie Walsh, the use of mystery shoppers and surveys will highly benefit your company in terms of customer service. These two methods will identify areas where there are problems and will allow you to put in the correct measures so this can be improved. For example if a mystery shopper identified that the staff were unfriendly, this will mean you can put in place training and/or aims and objectives and allow you to fix this issue. This will make your customer service more reliable because it will mean that it is aimed at certain aspects that have been pointed out as being under par. However it is also necessary for management to focus on customer service. This will help keep staff happy as they know that the management care about the service provided to customers and will in turn encourage them to adopt the same style. As well as this it can also improve levels of customer loyalty, this is because customers will feel that they are being treated very well and the staff are ensuring that the customer’s needs are met to the highest standard. This will not only boost the amount of return customers but also give BA the reputation of being customer focused. This will also attract customers that usually use other airlines increasing the popularity of your business and in turn the reputation of BA will grow. This will lead to increased sales as there will be a high volume of customers and consequently this will create increased profits. Finally I believe it is imperative that you train and develop your staff as this will allow you to gain the most from them. It will improve the levels of customer service they provide, and mean that they are more confident with their job roles. Secondly they will be motivated to work hard and self evaluate their performance. If each and every member of staff does this it will improve the whole of BA’s performance and make it become a more successful company. For instance if a member of staff has been trained in customer service, they will be confident when communicating with the customer and providing information (such as ticket information, baggage information), when they are positively rewarded by the customer (through language and expression) they will feel motivated to work even harder and will become critical of their own work and make sure it is to the best quality, and if not then try to improve it. This will mean that staff will constantly try to achieve the best that they can and provide excellent service. In comparison, a member of staff who has not been trained in customer service will be unsure about the way they should talk to the customer and will therefore feel unconfident with the work they are being asked to do. This will lead to them not being motivated to work hard which will make the quality of their work even worse. All in all this will mean that BA is being represented badly through its staff.