My School Essay

I,________,have been a part of the _________School District my entire life. For me school has been a mixture of emotions. Some years I loved school and learning and other years I hated school and felt as if I would never amount to anything. The movie Stand and Deliver made me wonder how much better of a student I could have been if all my teachers cared as much as Mr. Escalante. In elementary school I had mixed emotions. I loved school up until about 3rd grade but then I started to hate school. It became harder for me to get good grades and I felt dumb. Many of my teachers also had my sister, who was an A+ student so they would always make statement about how I should follow in her footsteps and such. But I was never as smart as her or good at school like she was. Once I was in the 3rd grade I began to struggle with all subjects except reading, once this struggle began I started to care less about school and grades. Middle school is where things began to turn around for me. In the 6th grade I had Mr. Pollock as one of my teachers. He was the most caring teacher I have ever had,  he showed me I could do anything I put my mind too and he pushed me to succeed the way Mr. Escalante pushed his students. In the movie Mr. Escalante says â€Å"Students will rise to the level of expectations† and this is exactly what my teacher did to me, he set the expectations high and then pushed me to exceed them. High school was another good experience. I always was a â€Å"teacher’s pet† and got good grades without really trying. I never studied while in high school and was very involved in extracurricular activities. This was good for me then but has caused me problems now. Now that I am in college and have to study and really work hard I don’t do as good as I would like. In my opinion my past schooling has set me up to fail in college. Even though I was taught the things I needed to be taught. I didn’t learn to push myself. I got by either just barely or passing with flying colors†¦ I, Thanh Nguyen, I have been grown up in Vietnam, so I went to elementary, middle, high school there. And the education is a lots harder here in States. For me school has been a mixture of emotions. Some years I loved school and learning and other years I hated school and felt as if I would never amount to anything. In elementary school I had mixed emotions. I loved school up until about 5rd grade but then I started to hate school In my opinion my past schooling has set me up to fail in college. Even though I was taught the things I needed to be taught. I didn’t learn to push myself. I got by either just barely or passing with flying colors†¦

Nike Case

Nike Case 1. Should Nike be held responsible for working conditions in foreign factories that it does not own, but where subcontractors make products for Nike? No, I do not believe Nike should be responsible for working conditions in foreign factories. I do believe that there should be working standards in place and adhered to but I do not believe that is Nike’s responsibility. Nike is a business in order to run a successful business one must abide by good business practices including respecting others beliefs and values.It would be no different than if a Nike employee another employee how to raise their kids. As long as they are abiding by the laws governed in that their own country people are free to raise their children how they please. 2. What labor standards regarding safety, working conditions, overtime, and the like, should Nike hold foreign factories to: those prevailing in that country, or those prevailing in the United States? Nike should uphold the standards prevail ing in the particular country.If there are issued regarding safety, working conditions, overtime, etc, they should be discussed through separate entities, for instance the United Nations. 3. An income of $2. 28 a day, the base pay of Nike factory workers in Indonesia, is double the daily income of about half the working population. Half of all adults in Indonesia are farmers, who receive less than $1 a day. Given this, is it correct to criticize Nike for the low pay rates of its subcontractors in Indonesia? It is not appropriate to criticize Nike for low pay rates.According to salary. gov, the average American income is 46,326. If a company from United Arab of Emirates came exports products from a store in the U. S. and paid the works 105,623 (equal to the percentage raise Nike is paying in Indonesia), Americans would be grateful. 4. Could Nike have handled the negative publicity over sweatshops better? What might it have done differently, not just from a public relations perspectiv e, but also from a policy perspective? Yes, Nike could have handled the negative publicity better.For instance Andrew Young should have brought is own interpreter into the factories. There is no way of knowing what is actually being said and the motives behind a foreign interpreter. Nike took the right steps when it mandated hours worked per week, minimum wage per governing country, and raising the child labor laws. They set emplace standards and followed up with them. When they found businesses not adhering to the regulations they increased them, and gave the business a clear definition of what the regulation mandates.I don’t think Nike could/should have done anything else. 5. Do you think Nike needs to make any changes to its current policy? If so, what? Should Nike make changes even if they hinder the ability of the company to compete in the marketplace? No, I do not believe Nike needs to make changes to its current policy. The fact that they even implanted policy shows th eir character. If Nike did make changes and couldn’t compete in the market place thousands of Americans would be upset about losing their favorite sports brand, and millions of people would be out of jobs.The failure of Nike to compete in the market place could literally mean the down turn of foreign economies. 6. Is the WRC right to argue that the FLA is a tool of industry? The WRC is correct in stating FLA is a tool of the industry. However, the businesses involved are exactly that, businesses. The FLA was an appropriate step in the right direction for the pursuit of better business practices by other countries while maintaining the best business relationship possible. Disrespect, is not only a great way to lose business, but wars are literally started over it.FLA takes the times to look at the beliefs, and values of the companies it is working with and not just â€Å"do what they feel is the right thing to do†. 7. If sweatshops are a global problem, what might be a global solution to this problem? The United Nations should handle the sweatshop issue. That way it is not just the U. S. attacking, or implementing their business structures on other countries. The United Nations is specifically designed to handle global issues. Having multiple nations give their input and suggests would be an incredibly helpful and compromising tool for employees and employers in all countries. Nike Case Corporate Finance Nike, INC: Cost of capital 1. What is the WACC and why is it important to estimate a firm’s cost of capital? Do you agree with Joanna Cohen’s WACC calculation? Why or why not? Definition of WACC (Weighted Average Cost of Capital): WACC is basically the average of the cost of finance (debt and equity). Since a company’s assets can be financed by debt or equity, WACC can show the averages of the costs involved in the sources of financing. These costs are then weighted by the users of the information as required in a specific situation.This shows how much both debt holders expect to pay in interest and how much return the shareholder can expect to receive, for each dollar of financing (Investopedia, ND). The calculation of the cost of capital is one of the important elements that decide the enterprise value. The value of the enterprise can significantly change when the percentage of cost of capital changes in the business model, with the cost of ca pital representing the expected return for shareholders. We disagree with Joanna’s WACC calculation for following reasons: The calculations of WACC and DCF can be effected as they are subjective by her human judgment.Even though there are no right answers to make these decisions, our team disagrees with some of the assumptions Joanna Cohen made. i. ‘Ratio of debt financing’ and ‘Ratio of equity financing’ It has to be applied the market value because current shareholders’ expected return has to be reflected. Both ratios should be calculated not by using ‘Book Value’ but ‘Market Value’. ii. Cost of Debt Cost of Debt can be calculated with the current yield publicly traded in the market, because we are projecting the future cash flows. Joanna calculated this by using historical data.However cost of debt should be calculated using current YTM of debt. iii. Cost of Equity Joanna calculated cost of debt by using following CAPM formula: Cost of Equity = 5. 74% (20 year Treasury bond) +0. 80 (Average Historic Nike beta) *5. 9% (Average premium of the market over Treasury) =10. 5% When calculating the beta, using the most current beta is better than using the average, because the current beta reflects the most recent environment of Nike stock. 2. If you do not agree with Cohen’s analysis, calculate your own WACC for Nike and be prepared to justify your assumptions. i. Ratio of debt financing’ and ‘Ratio of equity financing’ Market value of debt = 5. 4 + 855. 3 + 435. 9 = $1,296. 6million Market Value of equity= There is no information about market value of debt. We will use ‘Book Value’ $1296. 6million Market Value of equity= Share price ($42. 09) * Shares outstanding (271. 5million) =$11,427. 4million Ratio of debt financing=1,296. 6 / (1,296. 6+11,427. 4) = 10. 19% Ratio of equity financing=11,427. 4/ (1,296. 6+11,427. 4) = 89. 81% WACC=9. 81%*89. 81%+7. 168 %* ( 1-38%)*10. 19% =9. 26% ii.Cost of Debt Market value of debt should be: Current price of debt: $95. 60 Coupon rate: 6. 75%(semiannual) =coupon $3. 375 per 6month Period to maturity: 20 years =40 period Face value: $100 YTM (=cost of debt) =3. 584% (semi annual) =7. 168% (annual) iii. Cost of Equity Using CAPM formula Cost of Equity = 5. 74% (20 year Treasury bond) +0. 69 (Latest beta) *5. 9% (Average premium of the market over Treasury) =9. 81% 3. Calculate the costs of equity using CAPM and the dividend discount model. What are the advantages and disadvantages of each method? * CAPM Cost of Equity = 5. 4% (20 year Treasury bond) +0. 69 (Latest beta) *5. 9% (Average premium of the market over Treasury) =9. 81% Advantage:| * CAPM considers only systematic risk, beta. It does not consider company specific risk. * It is useful to see an individual stock in entire portfolio. | Disadvantage:| * Some inputs are hard to reflect the situation of real world. * Relatively difficult to use co mpared to DDM| * DDM Share Price($42. 09) = Dividend($0. 48) / (re –Dividend Growth(5. 5%)) re(Cost of Equity) = 6. 64% Advantage:| * DDM only focuses on an individual stock rather than a portfolio. Always use, when calculating stock price. * Relatively easy to use compared to CAPM. | Disadvantage:| * Results are very sensitive to change when assumptions are inputted| 4. What should Kimi Ford recommend regarding an investment in Nike? RECOMMENDATION: should buy NIKE stock. NIKE stock price should be $58. 22 under the condition WACC, 9. 26%. Currently Nike stock is $42. 09. Now Nike stock is under value by $58. 22 – $42. 09 = $16. 13 per share. Works Referenced Investopedia, ND. M&A, Preferred Shares, Investopedia. [Online] Available at: http://www. investopedia. com/terms/w/wacc. asp [Accessed 1 April 2013].

Personal Statement French Studies Essay

Dear Sir, Dear Madam, I am writing in application for a place in your graduate program, namely the Ph. D. in French Studies with a concentration in Language and Identity, to start in the fall of 2006. I am currently completing my Master 1 at the Sorbonne University (Paris Ill), having also acquired my B. A. (Licence) in that institution. My Bachelors and my current Masters at the Sorbonne primarily consist of the study of French literature and dramaturgical texts from the 16th up until the present day. I have had the opportunity to study in depth classic authors uch as Moliere, Racine or Corneille. I have been especially marked by the latter author in his tragedy â€Å"Le Cid†. My education has also included the works of Rousseau, Beaumarchais, Montesquieu, Hugo, Zola Chateaubriand, Apollinaire, Aragon and other 18th to 20th Century writers. Many of the ideas advanced by these 18th Century writers went on to play a tremendous role in shaping France and Europe via their influence on the revolutionaries of 1789. Hugo and Zola also influenced their generation by exposing societal injustice in their works, most notably n â€Å"Germinal†and â€Å"Les Miserables†. Throughout my high school and university education I have studied foreign languages such as French and English. I have always had a particular passion for France (where I have lived for several years) and French culture and language. I was admitted to the Perm State University in order to learn French. In order to broaden my knowledge I enthusiastically took up the opportunity to move to France, where I have spent most of the last five years of my life, working and studying at the same time. When I arrived in France, I worked as an au pair (alongside my studies), as well as for a tour operator. I have also taught French to both teenagers and adults while in Russia, and Russian and French whilst in France. These experiences have greatly aided me in developing my teaching and communication capabilities. I also have a long-standing interest for history, art and politics, both within Europe, the US, the former Soviet Union and the wider world. I have found these interests to be extremely helpful when studying literature, ocieties and cultures during my education, as they enable one to understand the underlying meaning of texts which are at times hidden, or to place such texts in their broader context. During my education I have closely studied the evolution of the treatment of women in both France and Russia. It seems natural for me to advance as a thesis proposal comparative research into the influence of French and American 20th Century literature on the condition of women in France and the US, and to determine the impact that this had on other groups of society. This topic would allow me to examine issues ranging from personal and group identities to politics and philosophy. I will also be able to bring into such research my own background, as I have also studied extensively Russian authors like Chekhov who also focus on these issues in plays like â€Å"Three Sisters† or â€Å"Uncle Vanya†. I take a great interest in research work, may it be for my courses at university or during my internship in New Orleans, and find it both challenging and extremely rewarding. I have always wanted o graduate from such a prominent institution as Tulane University, which has a well- deserved reputation for excellence. More specifically, study in New Orleans, with Ph. D. in French Studies from Tulane University would constitute both a highly beneficial experience for me and an additional step towards becoming an expert in French literary culture and thought, possibly working in the academic field or within the broader intellectual community. ‘ am motivated and extremely hard working, and would relish the opportunity to study at your institution. I am grateful for your consideration.

Wall Mart stores Essay Example | Topics and Well Written Essays - 1750 words

Wall Mart stores - Essay Example As I witnessed, the performance excellence becomes highly achieved by the firm. Wal-Mart has continued to colonize the global market through its relentless expansion (Edward, 2006). Wall mart has over the years opened new megastores nearly every two business days, and it has at the same time continued to expand on average into a new nation every year (Bonacich, 2004). Being a true global company, Wall Mart has redefined and changed the shopping experience for each and every American customer.I managed to see the employees of the firm work. They give the necessary human resources that move the engine of production of goods and marketing of the produced goods (Chazen, 2002). They work tirelessly to ensure that customers get served well. Without them, the company is unlikely to function even if there exists customers and shareholders ready to purchase the goods offered by the company. Employees of Wall Mart are valuable since they are the ones selling and marketing the products to consu mers (Bonaich, 2004). They take all the necessary procedures to make sure that they perform over the set limits. Suppliers of the goods and services are vital as they provide the goods which the company depends on to produce or sell its outputs (Chazen, 2002). Without them, marketing and production become rendered null and void. I saw how the organization relates with the community in their activities. Society impacts the organization in a big way (Ruta, 2009). Even though, they gain economically.... Employees of Wall Mart are valuable since they are the ones selling and marketing the products to consumers (Bonaich, 2004). They take all the necessary procedures to make sure that they perform over the set limits. Suppliers of the goods and services are vital as they provide the goods which the company depends on to produce or sell its outputs (Chazen, 2002). Without them, marketing and production become rendered null and void. I saw how the organization relates with the community in their activities. Society impacts the organization in a big way (Ruta, 2009). Even though, they gain economically from the company, they require protection from unethical, unjust, illegal and irresponsible acts by the company (Feser, 2011). Through the use of pressure groups, protests, and also the legal system, the community regulates the company’s behavior. The company is working extra hard to ensure a positive impact to the society. In my tour of the organization, I noticed that the organizat ion has a unique, competitive environment. Although the company’s main competition comes from local merchandise retailers, a number of warehouse clubs and also, supermarket retailers (Bonaich, 2004). The company’s retailing industry is immense in size and is always experiencing a number of growths and changes (Chazen, 2002). The main competitors compete both in the national and international market. There is massive competition on the pricing, layout, location, store size, environment and also technology and innovation (Griffin, 2010). Nevertheless, the firm is performing beyond expectations. The market Wall mart is in gets characterized by large economies of scale

Art Definition and History Essay Example | Topics and Well Written Essays - 750 words

Art Definition and History - Essay Example Modern art came forward with the culture and heritage of different painters like Paul Cezanne, Georges Seurat and Paul Gaugin etc. These painters are considered the pioneer of modern art. Later on at the end of 19th century and beginning of 20th century modern art and aesthetics took revolutionary turns and painters started using multi colored landscapes, wild figure paintings etc. This was also the time when extremely warm colors against cool green and blue backgrounds were extensively used in paintings. So, the above mentioned period was the time when the concept of functional aesthetics came forward. In the mid twentieth century, application of various procedures came forth and the concept of art world became more popular. It was the time when crucial relation between art and its function became more popular. As we can see, in initial stages art was considered as an identification of various features, figures and items as art work. So, it was thought and characterized as a propert y or a group of properties working together. It was just thought to be a feature or combination of different features playing together a role to create an art work. However, such approaches and definitions are characterized as real definitions of art. When we deeply look in the past, we may see various definitions, approaches and popular theories about art. As, in early eighteenth century various renowned painters offered the concept of art work as Mimesis which declares art as a representation of an idea or ideas. It is sometimes considered as imitation as well. On the other hand, some painter of the same era defined art as a way to communicate different feelings. On the other hand, Tolstoy has different views about art. Later on, in 1956, Morris Weitz defined that art has no essence that is fixed. So, art has no fixed and static definition. He further argued and stated that when we deeply look at different art, we can see that it is not essential that all properties are same and a ccurate. One piece of work may be different from the other. Basically, art is a creative work and the creativity and aesthetics may differ from one painter to another. However, it

Social Media Essay Example | Topics and Well Written Essays - 250 words

Social Media - Essay Example Although seeing them in person is entirely different, pictures, posts and other information made available through social networks create a feeling of being physically present in another world. Of course, with the many benefits computers and the internet brought to modern living, there are also dangers that come along with them. Internet users usually worry about identity theft, scams and other threats that may endanger one’s self or even children. For every problem that is created though, it is comforting to know that there is always a weapon that can also be created to fight these dangers online. Antivirus is an example of which, also easily available online at a certain price. Although the most important weapon there could possibly be against internet crimes is being well informed and knowledgeable about the kinds of dangers, how to avoid them and how to escape them just in case one is already trapped in a scam. Since one cannot avoid the internet these days, with more activities perceived to be done online in the future, the best weapon indeed is to be at par with the changing world. Certainly, the demand to learn new things everyday is a challenge however, as f or this writer, it is a

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

Terrorism - Assignment Example However, cases in which an individual causes harm to the society in some way because of personal psychological reasons are more recognized as violence instead of terrorism. In such cases, an individual or a group functions to serve its individualistic interests. The group does not form part of a network, and accordingly, the violence does not affect many members of the society. In the recent years, the term â€Å"terrorism† has been frequently employed to explain the use of force to violate human rights. Terrorists are largely connected through networks spread all over the world and the activities they involve in have long lasting impact not only on one nation but on several others that are directly or indirectly associated with the act of terrorism. Terrorists cause harm to individuals they do not even know, yet they do it because their act will be identified and cause upset in the society. A lot of examples have been available in the history to support this. For example, the Sep 11 attack on the twin towers in US was a well planned act of terrorism and had its influence on the relationships of many nations in addition to the immediate loss it caused. 3031 people lost their lives as a result of the attack and the direct and indirect costs incurred by the US were estimated to be $27.2 billion and $500 billion respectively (Looney, 2002 cited in Mora g, 2006). The initial response offered to the incident of September 11, 2001 was that it was expected to change the world forever apart from the instant horror and shock it caused. It was thought that â€Å"the world will never be the same again† (Kegley, 2003, p. 84). Because of those attacks, the security and defense concerns in US have been of prime importance (Zalman, 2010) and the US policies regarding immigration, visa policy and other every day matters have gone an altogether change. The incident of 21 Sep, 2001 has had huge sociological impacts both within

Patirnt's Privacy & Public trust Essay Example | Topics and Well Written Essays - 1250 words

Patirnt's Privacy & Public trust - Essay Example Patient's Medical File’s Privacy Berle, I. (2011). Privacy and Confidentiality: What is the Difference. Journal Of Visual Communication In Medicine, 34(1), 43-44. doi:10.3109/17453054.2011.550845 Privacy and confidentiality are paramount in ensuring a good doctor-patient relationship. Berle notes the distinction between the two in the medical context that governs that relationship. He clarifies two misconceptions between privacy and confidentiality and their considerations, under the Human Rights Act. This article, however, misses more precise ideas. The article requires empowerment by providing related and serious issues of privacy and confidentiality. However, I found this citation as a good source for my research. The difference between privacy and confidentiality, according to Belle, is to raise awareness and restate the concepts of responsible rules to protect patients and providers to the right processing. Other than doctor’s nurses too are responsible for ensurin g patient confidentiality. Mcgowan, C. (2012). Patients' Confidentiality. Critical Care Nurse, 32(5), 61-65. doi:10.4037/ccn2012135 Nurses, under law, serve as key parties in ensuring that patient information remains confidential and only authorized personnel receive access to it. As a working nurse, Mcgowan bases the article on her practical experince in the hospital medical service at Emerson Hospital in Concord, Massachusetts. She points out the main rules and polices that nurses follow during their duties to protect the privacy of the patients. She notes the conflict that arises when family members and friends request for patient information from the nurses. The article however concludes by clearing the air and giving a list of health care providers and other parties authorized to share the patient's information. Nevertheless, confidentiality has limits; and certain circumstances necessitate the breach of this confidentiality. Sankar, P., Mora, S., Jones, N. L.,& Merz, J. F., (2 003), Patient Perspectives of Medical Perspectives, Journal of General Internal Medicine, 18(8), 659-669, Doi:10.1046/j.1525-1497.2003 Patient confidentiality is a vital aspect in medical healthcare. As a result, the perspective of patients in understanding this is necessary. This article explores the way patients view doctor-patient confidentiality. Findings show that many patients are unaware about the details concerning the nondisclosure laws of patient information by medical professionals. As a result, many patients overestimate or underestimate the ethical laws protecting them from unauthorized disclosure. There is a deep need for patients to learn about their ethical rights regarding confidentiality. In addition, the paper cites that public education ought to teach patients on the limitations of such laws and the circumstances under which this confidentiality agreement fails to hold. Reports on the paper also explain the effect of the patient’s perception on confidentia lity on seeking medical help. Several patients report that fear of disclosure of their medical records leads to their lack of seeking medical attention. Confidentiality and Its Limits (2011) Hastings Center Report, 41(6), 12 To guarantee the welfare of a patient, medical personnel at times breach the confidentiality of patient data. The article elaborates circumstances that necessitate the breaching of the non-disclosure contract, and the impact such actions hold on public trust on health systems.

Self-Presentation and Gender on Social Networking Sites Research Paper

Self-Presentation and Gender on Social Networking Sites - Research Paper Example These sites allow the users’ to create a profile that reflects their identity. A study by Magnuson and Dundes (2008) about the MySpace Profiles for 51 females and 49 males revealed that women had a better self presentation profiles on MySpace than men. Also they were more active that the males. The studies also revealed that although females dominate the social network sites, they have to depend on others for their sense of self as they do traditionally depend on the male in their families. A similar study by Manago et.al. (2008) revealed that social networking sites were a means to explore one’s own identity, engage into social comparison and express idealised aspects of selves they had dreamt to be. This paper tries to identify the ways in which males and females present themselves online in the social networking environment. The paper also intends to check if culture influences self presentation of genders in social networking. Keywords: Social Networking Sites, Gend er Difference, Self-Presentation Self-Presentation and Gender on Social Networking Sites Self-presentation is a very important aspect of today’s globalised world. According to Leary (1996) â€Å"Self-presentation is kind of impression management, which is the management of other’s impressions of a social unit such as people or organisation† (p. 17). ... Thus this subject has also attracted researchers to the study the gender differences in self-presentation on these sites. A study by Kornblum (2006) revealed the exploded popularity of these SNSs with users numbering to hundreds of millions in the recent years. However self-presentation on SNSs differs from face-to-face self-presentation. Self-presentation on SNSs differs because one can â€Å"inspect, edit and revise† one’s self presentation before it is available to others (Walther, Slovacek & Tidwell, 2001, p.110). These sites proclaim to help people get connected and share with the people in their lives. Thus SNSs create a real-life social network for people online. Although the SNSs are a replica of a real-life social network but the environment provided by the SNSs differs greatly from real life (cited in Hinduja and Patchin, 2008, p. 127). The studies have revealed that several people have 1000 other people on their friend list which is nearly impossible in the r eal life. These SNSs provide people with unique opportunities to stay connected to more people than they might otherwise have and to be able to know in their real lives. Also people can construct any kind of image about themselves that they would like to portrait to the people on their friend list. The self-presentation on these SNSs allows the users to construct an audience as they can add or remove friends from their social network in just seconds, with no more efforts but just a click on the mouse. Past research suggests that these SNSs are most popular among adolescents as it allows them to experiment with their identity. Research also suggests that adolescent girls use SNSs more than the adolescent boys as it

Orca Whales- Greek God of the Underworld Essay Example for Free

Orca Whales- Greek God of the Underworld Essay There are three different types of Orcas species documented to date; resident, transient and offshore pods. The resident pods are separated geographically speaking and have been documented living spring, summer, and fall near the Washington coastline and have been spotted as far south as the Central California coastline. They have been spotted in the Puget Sound, Vancouver Island, Strait of Juan de Fuca, and the Southern Georgia Strait. While little is known about their movements; genetic data does suggest that these whales do not usually mingle with those from the other species. The Southern Resident Pod is currently on the endangered species list and is protected by the Marine Mammal Protection Act (MMPA) and a distinct species under the Endangered Species Act. There are 88 whales currently listed on the list for the resident whales that researchers have documented using the whales saddle patch’s as a signature to name and number each whale. All whales have a distinct marking behind their upper dorsal fin that in reference to humans would be like their own finger print; no two are alike. The resident pod is usually led by an older and wiser female whale and they usually stay together in large pods. They swim and hunt together. The male whales on average can grow up to 24 feet in length and weigh between 7 to 10 tons. They typically live up to 30 years but can live up to 50 to 60 years. The females on average grow up to 21 feet in length and weigh between 4 to 6 tons. They typically live up to 50 years but can live up to 80 to 90 years. These averages usually vary if they are in the wild or captivity. The pods grow to large numbers as the young never leave their mother’s side; so there will be times when multiple generations will be swimming side by side. While resident whales prefer fish their counterpart the transient prefers marine mammals. The transient pods are not as reliable as their counterpart the resident in that they do not live in large pods and usually have a family of only ten whales or less. They do not rely on the mother figure to lead the group as the resident whales do. The transient pods diet is often geographically specific. They share their boundaries with both resident and the offshore whales. The offshore orca pods are typically smaller in size and they are less sexual dimorphism; both the male and female share the same features and appear less visually different. The resident pod and the transient pods have distinct differences between the male and female whales; not only is the male a larger mammal the male also has a top dorsal fin that can reach up to 5 to 6 feet out of the water while the female fin is not as profound. These different Orca species do share some common features as well; the orca is a highly sociable and curious mammal. They communicate with one another using clicks, whistles, and pulsed calls. Orcas prefer cool waters and rely on echolocation for navigation and discriminating between prey and other surrounding objects. Each species may have their own dialect as people do from different parts of the world. All three pod species also can share some of the same threats that are endangering their species all together. The Orca has no one to fear except for the human being; there is not an animal in the ocean that they fear. The threats that come can be from contaminants in the water, to depletion of their prey, a ship collision or oil spills. Whales can be threatened by noise, industry and even military activities. There is also the possibility of being caught in a fisherman’s line.

Power Issues And Case Analysis Imbalances Social Work Essay

Power Issues And Case Analysis Imbalances Social Work Essay This assignment will discuss the case study given whilst firstly looking at the issues of power as well as the risk discourse and how this can be dominant within social work practice. Further to this a task centred approach will be explained and how it could be used when approaching this case study. Finally the strengths perspective will be explored and how this could effect change, and bring about social justice principles. Thompson (2000) discusses that power can be a complex issue that operates on different levels. He further discusses that many service users who come into contact with social services are generally in a relatively low position of power, and that this could be due to, for example; social divisions such as, class, race, ethnicity, gender, or religion. When looking at issues of power, it could be said that Ms. Evans who defines herself as Asian is being oppressed by many power differentials that would need to be considered. For example; Ms. Evans is currently living in naval married quarters and feels she has not been accepted into the community. It could be argued that she is living in a predominantly male domineered, white environment. Thompson (2000:56) highlights patriarchal ideology and how male dominance serves to maintain existing power relations between men and women, he also highlights how we should resist the pressure to make people conform to white malestream norms (Thompson 2000:141). Healey (2005) discusses anti-oppressive practice and how this looks at the personal, cultural and structural objects that can shape the problems that service users experience. Healey (2005) further discusses that through anti-oppressive practice social workers aim to promote service user empowerment by encouraging them to talk about and share their feelings of powerlessness, to help them understand how cultural and structural injustices can shape their experiences of oppression. Therefore when working with Ms. Evans and her family I would need to incorporate anti-oppressive practice in order to empower, and enable her to share with me her feelings and experiences of powerlessness in order to gain a better understanding of the families situation. However Thompson (2000) highlights, social work intervention involves the exercise of power, which if used negatively can reinforce the disadvantages that service users experience. Used positively however power can help to enhance the working relationship, the outcomes, and empower the service user, as Healey (2000:202) writes postructuralists see power as an ever-present and productive feature of social relations, and Foucault cited by Healey (2000) highlights the need for us to recognise the productivity of power, and argues that by focussing on power as only being oppressive ignores the positive dimensions of power. Ms. Evans has been referred to social services via the Health Visitor; this could be making her feel disempowered and nervous about the forth coming intervention of social services. Therefore when working with Ms. Evans and her family I would have to recognise the power imbalances between us, (Thompson 2000). I would need to be sensitive to the issues of power and imbalances by being clear with Ms. Evans on my role and purpose, explaining professional boundaries and responsibilities (Trevithick 2005). I would also need to consider my use of language and how as Dalrymple (1995) cited by Healey (2000:184) explains the way in which language can reflect power differentials and have an impact on the people with whom we are working. As well as recognising power issues and imbalances, as the social worker l would also need to undertake a risk assessment. As Thompson (2000) highlights, to assess the degree and nature of any risk to which Ms. Evans and her family could be exposed to. Assessing exposure to risks or a person, who is vulnerable to it is central to assessment within social work practice (Davies 2005). Stated in the Codes of Practice, as a social care worker, you must respect the rights of service users while seeking to ensure that their behaviour does not harm themselves or other people (GSCC 2007:4). This includes following risk assessment policies and procedures to assess whether the behaviour of service users presents a risk of harm to themselves or others (GSCC 2007: 4.2). Therefore when working with Ms. Evans and her family I would need to be aware of my organisational and statutory duties as there are substantial policies, guidance, and frameworks to inform my practice on risk assessment. When working with children and families as Brayne (2005) highlights, I would need to be aware of the law, which under the Children Act 1989 states; my primary responsibility would be when working with Ms. Evans and her family to that of the child, or children. Ms. Evans has stated that on occasions she and her family have experienced verbal abuse, which would need to be investigated further to decide on any risks this may pose to the family. However she has been described by the Health Visitor as suffering from post natal depression, and finds it difficult to care for her children, aged seven, five, and a ten week old baby who has spinal bifida. Therefore it could be said that my primary statutory concern would be, to what extent is her post natal depression effecting the care and welfare of her children, and does this pose any risks that need to be identified. Risk assessment and the management of risk have become dominant in all areas of social work. Kemshall (1997:123) cited by Davies (1997:123) highlights that within social work risk assessment and risk management have become key issues and are often central in the decisions, to allocate resources, to intervene in the lives and choices of others or to limit the liberties of activities of clients. Risk assessment has become a dominant discourse within social work because social workers are employed within a risk society, which searches for ways to identify and manage risk effectively. (Higham 2005:182) However as stated in the codes of practice, social workers should also recognise that service users have the right to take risks, and help them to identify and manage potential and actual risks to themselves and others (GSCC 2007: 4.1). Higham (2006:182) discusses how service users strengths that are likely to diminish the predicted risks should be assessed in keeping with the social work value of empowerment. Pritchard (1996) cited by Davies (1997:124) discusses how service users should not be denied the opportunities to take risks or exercise choice, and states that, risk-taking is an important feature of all our lives (Davies 1997:124). However, as Thompson (2000) explains, the balance between care and control within social work can be difficult to maintain. By approaching this case with a task centred approach would as Healey (2005) explains, mean focussing on enabling Ms. Evans to make small and meaningful changes in her life, that she has recognised, acknowledged and wanted to work on. Coulshed (1998) highlights that within this approach the service user is the main change agent, helping the worker to assess what the priorities for change ought to be. She further explains that because the worker is as accountable as the service user in carrying out agreed tasks this lessens the sense of powerlessness that the service user maybe feeling. A task centred approach works on a specific set of procedures whereby the service user is helped to carry out problem-alleviating tasks (Coulshed 1998). Healey (2005) explains that it consists of the pre-intervention stage, followed by four sequential but overlapping steps. Therefore firstly I would need to understand and establish the source of referral (the Health Visitor) and negotiate with them any expectations and views. However as Healey (2005) states, by understanding the views of the referring agency does not mean that this has to be the focus of work, as I would need to work with Ms. Evans on defining the target problems. Mutual clarity between Ms. Evans and me would need to be addressed, discussing any limits or boundaries, explaining confidentiality, my role, as well as any legal or other obligations. Working in collaboration with Ms. Evans I would seek to explore and prioritise Ms. Evans views of her problems, as the service user involvement in identifying the target problems are critical to concentrating their efforts on change (Healey 2005:119). Epstein and Brown (2002) cited by Healey (2005) suggest a maximum of three target problems, as it is not necessary to address all problems identified. Success in a few can have a knock-on effect for other problems in a service users life that may enable them to live with these problems or to deal with them (Healey 2005:113). However as Healey (2005) writes, although within a task centred approach the service users definitions of their problems should prevail, in circumstances where the worker is duty bound to insist on considering certain problems, or a judgement has been made of a potential risk that the service user may pose to themselves or others, than these issues should be clearly raised. An explicit agreement (contract) would need to be mutually clarified. This would include times, location of meetings, and detailed information on the goals of intervention, whereby the service user should be responsible for deciding the order in which problems should be addressed (Healey 2005). It should also include any goals the social worker has on behalf of their agency or statutory duties. For example when working with Ms. Evans, goals for intervention might include her health status to be investigated in relation to her post natal depression. As well as this a statement of tasks would be listed to address target problems and to develop the service users problem-solving skills (Healey 2005). This is the key intention of task centred practice, hence we must resist any temptation to do for, rather than do with the service user (Healey 2005:122). An example of one task could be; Ms. Evans to gain more information on spinal bifida and then forward this to her partner, as she feels that he has not accepted their daughters condition, and this could be a fear of the unknown. In supporting Ms. Evans in her task performance I would encourage, and help build on her strengths maybe through rehearsing set tasks with her in the form of role play (Healey 2005). This would enable for any strategies necessary to be put into place to help Ms. Evans overcome any obstacles that she may feel could hinder the completion of a certain task. Task centred practice is a systematic process, therefore throughout my work with Ms. Evans I would need to regularly review performed tasks in order to acknowledge any gain made, as well as address any tasks that have not been performed. This would give me the opportunity to address any issues with Ms. Evans and to explore ways if deemed necessary to revise our contract. Finally integral to the task centred structure is the need for a well planned termination. Healey (2005:124) writes that a clear and looming deadline is vital for concentrating worker and service user efforts on change. Within the termination meeting I would review with Ms, Evans the overall progress of our work, and how in the future she might maintain any progress that has been made (Healey 2005). Healey (2005) explains that a task centred framework provides a shell in which other theoretical perspectives can be incorporated. Incorporating a strengths perspective would, like task centred practice focus on, building a service users capacity to help themselves and to promote a mutual learning partnership between workers and service users, (Healey 2005:158) keeping within the social work values of empowerment, respect and service user self-determination. According to Healey (2005) the strengths perspective concentrates on enabling service users and communities to work towards their future hopes and dreams, rather than looking at past or present problems. Saleeby (1997:4) cited by Healey (2005:152) states that the strengths perspective formula is straightforward, where workers are required to mobilise service users strengths in order to enable them to achieve their goals and objectives, which would lead to the service user having a better quality of life on their terms (Healey 2005:152). Some of the key assumptions of the strengths perspective are, all people have strengths, capacities and resources, and people generally demonstrate resilience, rather than pathology when facing adverse life events. (Healey 2005:157). Healey (2005) discusses the practice principles and how the social worker should adopt a positive and optimistic attitude towards service users, working in partnership with them so solutions to problems are developed collaboratively. Healey (2005:162) further states that the formation of a good working partnership can increase the resources available to solve the problem at hand. Therefore when working with Ms. Evans I would focus on listening to her story, identifying her capacities, strengths, and resourcefulness which could contribute to positive changes. I would clarify any strengths with her as Healey (2005:162) explains, service users can grow when others particularly helpers actively affirm and support their capacity to do so. My role as the social worker would be to facilitate Ms. Evans capacity to acknowledge, and use existing strengths and resources which would enable her to develop new ones. These strengths could be for example; the skills she has developed from parenting, most of which due to her partner being in the Navy she may have done independently. Ms. Evans defines herself as Asian and that Islam is important to her, therefore, another strength could be that of adaptability, and having the inner strength to explore new experiences, as she may have moved from an Asian community to be with her partner in the naval married quarters. According to Saleeby (1996) cited by Healey (2005:164) belonging to a community is the first step towards empowerment. Therefore by working towards social justice principles I would explore with Ms. Evans what formal and informal help was available to her within the community. For example, a mother and toddler group, which would enable her to become part of the community that she feels she has not been accepted into. Healey (2005:164) explains community support can build and draw on the capacities of service users to help themselves and to help others. I would also discuss with her the help she is already receiving in relation to her baby and her diagnosis of spinal bifida, which could mean the family are entitled to both financial and practical help. This could include a family support carer to give some respite, which would allow Ms. Evans some time to pursue her own interests, such as her religion. Further to this I would need to recognise any strengths and assets within Ms. Evans social networks, such as people she may feel can be supportive, maybe discussing with her possible personal support from family and friends (Healey 2005). In conclusion this assignment has discussed the issues of power and how social workers need to be sensitive to and recognise power imbalances. .Following this, risk discourse has been explained, as well as a task centred approach to the case study. Finally the strengths perspective was incorporated which focuses on the capacities and potentialities of the service user.

BAY OF PIGS Essay -- essays research papers fc

BAY OF PIGS It seems that the United States has been one of the most dominant, if not the most dominant, countries in the world, since the Declaration of Independence. Yet, on Monday, April 17, 1961, our government experienced incredible criticism and extreme embarrassment when Fidel Castro, dictator of Cuba, instantly stopped an invasion on the Cuban beach known as the Bay of Pigs. President John Fitzgerald Kennedy, his advisors, and many Central Intelligence Agency (CIA) officials, made the largest error of their political careers. Once the decision was made to invade Cuba, to end Castro and his Communist government, Kennedy and his administration were never looked at in the same light nor trusted again. Russian leader Nikita Khrushchev was affiliated with Castro, and the two countries made many military decisions together. As Kennedy and the United States tried to stop Cuba and Russia from becoming a threat to the world, an invasion was planned out and executed. The results were a disaster. T he Bay of Pigs invasion was the largest military mistake ever made by the United States government and the CIA in the 20th century and brought America to the brink of war with Cuba and Russia. The Bay of Pigs invasion was not a quick decision, many hours of meetings and conferences occurred before President Kennedy gave permission for the attack. President Kennedy was inaugurated on January 20, 1961, and immediately wanted to take the initiative with the Soviet and Cuban governments (Pearson 12). Russia was already under Communist control, and Fidel Castro took over the Cuban government with heavily armed troops and policeman. Castro’s policemen filled the streets, and he ran the newspapers, as well as many assembly buildings (Frankel 60). At the beginning, Castro did not run a Communist government, but once he began to meet with Russian leader, Nikita Khrushchev, Castro started a Communist government (Crassweller 23). Max Frankel, writer for the New York Times, summarizes th e situation in Cuba by saying, â€Å"Little by little, the vise tightened. Little by little the free people of Cuba came to realize it could happen there. The grim facts of life on an island that became a police state† (Frankel 59). Every day, Castro came closer to controlling every aspect in life in Cuba. Fidel Castro even took control of the schools in Cuba, throwing out any teacher who he thought... ...urprise, they assumed many Cubans would defect from Castro, and help the U.S. fight. The undisputed fact is that the U.S. lost the battle at the Bay of Pigs. Nothing was gained, and nearly brought the U.S. into war with Cuba and its ally, Russia. After nearly 40 years, the Bay of Pigs remains the largest mistake made by United States officials. Bibliography â€Å"Bay of Blunders.† Savannah Now. 1998. 10 April 2000 Crassweller, Robert D. Cuba and the U.S.: The Tangled Relationship. New York: The Foreign Policy Association, 1971. Flaherty, Tom. â€Å"What We Learned from the Bay of Pigs.† Reader’s Digest July 1963: 92-94. Frankel, Max. â€Å"Cuba - A Case of Communist Take-Over.† The New York Times Magazine July 1961: 59-64 Guido, Jessica. â€Å"The Invasion and the Failure.† The Invasion of Cuba at the Bay of Pigs. 1999. 11 April 2000 . 1965: 47. Pearson, Drew. â€Å"Kennedy, Khrushchev, and Cuba.† Saturday Review 29 March 1969: 12-16. â€Å"The Price of Military Folly.† U.S. News Online. 1996. 10 April 2000 . Robinson, Linda. â€Å"What Didn’t We Do to Get Rid of Castro?† U.S. News Online. 1996. 10 April 2000 Schlesinger, Arthur M. A Thousand Days. Boston: Houghton Mifflin Company, 1965. BAY OF PIGS Essay -- essays research papers fc BAY OF PIGS It seems that the United States has been one of the most dominant, if not the most dominant, countries in the world, since the Declaration of Independence. Yet, on Monday, April 17, 1961, our government experienced incredible criticism and extreme embarrassment when Fidel Castro, dictator of Cuba, instantly stopped an invasion on the Cuban beach known as the Bay of Pigs. President John Fitzgerald Kennedy, his advisors, and many Central Intelligence Agency (CIA) officials, made the largest error of their political careers. Once the decision was made to invade Cuba, to end Castro and his Communist government, Kennedy and his administration were never looked at in the same light nor trusted again. Russian leader Nikita Khrushchev was affiliated with Castro, and the two countries made many military decisions together. As Kennedy and the United States tried to stop Cuba and Russia from becoming a threat to the world, an invasion was planned out and executed. The results were a disaster. T he Bay of Pigs invasion was the largest military mistake ever made by the United States government and the CIA in the 20th century and brought America to the brink of war with Cuba and Russia. The Bay of Pigs invasion was not a quick decision, many hours of meetings and conferences occurred before President Kennedy gave permission for the attack. President Kennedy was inaugurated on January 20, 1961, and immediately wanted to take the initiative with the Soviet and Cuban governments (Pearson 12). Russia was already under Communist control, and Fidel Castro took over the Cuban government with heavily armed troops and policeman. Castro’s policemen filled the streets, and he ran the newspapers, as well as many assembly buildings (Frankel 60). At the beginning, Castro did not run a Communist government, but once he began to meet with Russian leader, Nikita Khrushchev, Castro started a Communist government (Crassweller 23). Max Frankel, writer for the New York Times, summarizes th e situation in Cuba by saying, â€Å"Little by little, the vise tightened. Little by little the free people of Cuba came to realize it could happen there. The grim facts of life on an island that became a police state† (Frankel 59). Every day, Castro came closer to controlling every aspect in life in Cuba. Fidel Castro even took control of the schools in Cuba, throwing out any teacher who he thought... ...urprise, they assumed many Cubans would defect from Castro, and help the U.S. fight. The undisputed fact is that the U.S. lost the battle at the Bay of Pigs. Nothing was gained, and nearly brought the U.S. into war with Cuba and its ally, Russia. After nearly 40 years, the Bay of Pigs remains the largest mistake made by United States officials. Bibliography â€Å"Bay of Blunders.† Savannah Now. 1998. 10 April 2000 Crassweller, Robert D. Cuba and the U.S.: The Tangled Relationship. New York: The Foreign Policy Association, 1971. Flaherty, Tom. â€Å"What We Learned from the Bay of Pigs.† Reader’s Digest July 1963: 92-94. Frankel, Max. â€Å"Cuba - A Case of Communist Take-Over.† The New York Times Magazine July 1961: 59-64 Guido, Jessica. â€Å"The Invasion and the Failure.† The Invasion of Cuba at the Bay of Pigs. 1999. 11 April 2000 . 1965: 47. Pearson, Drew. â€Å"Kennedy, Khrushchev, and Cuba.† Saturday Review 29 March 1969: 12-16. â€Å"The Price of Military Folly.† U.S. News Online. 1996. 10 April 2000 . Robinson, Linda. â€Å"What Didn’t We Do to Get Rid of Castro?† U.S. News Online. 1996. 10 April 2000 Schlesinger, Arthur M. A Thousand Days. Boston: Houghton Mifflin Company, 1965.

business ethics :: essays research papers

â€Å"Eli, The Fanatic† is a short story about a young lawyer dealing with ethical issues in his community. He is torn apart in his decision of choosing between a ‘man in a lawyer’s suit’ and his neighborhood. We find that Eli is trapped in between two conflicting cultures. He, himself has assimilated with his Protestant neighbors and wishes that the Jewish man in the old, black suit would do the same. Eli is driven to the extreme by trying to get the poor, unfortunate man to change his attire consequently his identity. In the beginning Eli seems focused and put together. Yet, we find that Eli is disoriented because of his wife, career and surroundings. He urges the ‘man in the suit’ to take off his black one and put on Eli’s green, lawyer suit. The Black suit makes Eli crazy because it represents old, traditional, European ways. By changing suits, Eli is making the man change his culture. The Black suit shows that the ‘man’ is not assimilated, especially since all the Jewish, traditional, males wear them. It represents their isolationism from the world. The men that wear the Black suits have their own attire, language and culture. Eli is persistent on getting the man a new suit. Mr. Tzuref responds to Eli, â€Å"The suit the gentleman wears is all he’s got.† Now logically speaking the man can get a new suit but by giving it up, he is developing a whole new identity. The Jews that have come to Woodenton are survivors of the Holocaust. The Black signifie s the morbid colors of pain and anguish that these men suffered. They have been deprived of their freedom, religion and family; all they have left are these suits. The community is quite disturbed that some strange individual comes to glance through and shop in their town. The town’s people don’t like change. They want to avoid it all costs. They are afraid of what could happen if their community changes. â€Å"Next thing they’ll be after our daughters.† (302) Eli’s wife, Miriam agrees with the rest of her neighbors that the ‘man in the suit’ should just leave their community. Eli is the only one that feels that justice should be served. He is just a â€Å"man in a suit† she would say. Yet, Eli knows that this man has potential to be like the rest of them, modern so he changes him into a green suit.

Technology and the Future of Work :: Robotics Technology Electronics Essays

Technology and the Future of Work Every society creates an idealised image of the future - a vision that serves as a beacon to direct the imagination and energy of its people. The Ancient Jewish nation prayed for deliverance to a promised land of milk and honey. Later, Christian clerics held out the promise of eternal salvation in the heavenly kingdom. In the modern age, the idea of a future technological utopia has served as the guiding light of industrial society. For more than a century utopian dreamers and men and women of science and letters have looked for a future world where machines would replace human labour, creating a near workerless society of abundance and leisure. (J Rifkin 1995 p.42) This paper will consider developments in technology, robotics, electronic miniaturisation, digitisation and information technology with its social implications for human values and the future of work. It will argue that we have entered post modernity or post Fordism, a new age technological revolution, which profoundly effects social structure and values. Some issues that will be addressed are: elimination of work in the traditional sense, longevity, early retirement, the elimination of cash, the restructuring of education, industry and a movement to global politics, economics and world government. In particular this paper will suggest that the Christian Judao work ethic with society's goals of full employment in the traditional sense is no longer appropriate, necessary or even possible in the near future, and that the definition of work needs to be far more liberal. It argues that as a post market era approaches, that both government and society will need to recognise the effects of new technology on social structure and re-distribute resources, there will need to be rapid development of policies to assist appropriate social adjustments if extreme social unrest, inequity, trauma and possible civil disruption is to be avoided. Yonedji Masuda (1983) suggests we are moving from an industrial society to an information society and maintains that a social revolution is taking place. He suggests that we have two choices ‘Computopia' or an ‘Automated State', a controlled society. He believes that if we choose the former, the door to a society filled with boundless possibilities will open; but if the latter, our future society will become a forbidding and a horrible age. He optimistically predicts our new future society will be ‘computopia' which he describes as exhibiting information values where individuals will develop their cognitive creative abilities and citizens and communities will participate voluntarily in shared goals and ideas. Barry Jones (1990) says we are passing through a post-service revolution into a post- service society - which could be a golden age of leisure and personal

Compare and Contrast “University” and “Warren Pryor” Essay

Why is education important to society? Would one be able to read without a successful teacher teaching one how to read? Education is a key that holds the ability to open many doors – doors which open into vast rooms of knowledge, love, experience, discovery, and dreams. Education is an essential to human living and a fulfilling life, but what happens when the path one takes is not the choice that one personally wants? In â€Å"University†, written by Leona Gom, and â€Å"Warren Pryor†, written by Alden Nowlan, the poems present both negative and positive effects of education on society. The good intentions of the parents result in an awkward distance between them and their children. In â€Å"Warren Pryor,† the parents â€Å"marveled how [Warren] [wears] a milk-white shirt on work days† as this not something a farmers working on the fields would wear. His privilege to wear clean shirts and jeans on Sunday makes them believe he is different socio-economically. To think for them to be close again would just be awkward. Similarly, in â€Å"University,† the parents claim to the children that† [they] are changed, too good for [the parents] now,† showing belief in that they do not fit in with their children anymore. Since the parents believe their kids are too good them, they do not think they should anymore. In both stories, close families of parents and children grow distant from each other because of a barrier of education and social status. It can already be seen that contrary to popular belief, education does not necessarily bring happiness. The protagonist in â€Å"Warren Pryor is described as â€Å"hard and serious† (12-13) because he feels â€Å"like a young bear trapped in a cage† unable to do what he desires. He felt as if he owed it to his parents to become what his parents want him to become. In â€Å"University,† the parents are unsatisfied as â€Å"something they wished for (has) gone wrong.† Originally, they thought education would only make the children happier as they would not need to endure the same hardships, but did not foresee that this also creates distance which leads to unhappiness. Secondly, the characters possess different views regarding the effects of education. In â€Å"University†, the protagonist believes that he has become more educated compared to his parents, while in â€Å"Warren Pryor†, the protagonist feels as if education has degraded him. Warren Pryor describes himself as a â€Å"young bear inside his teller’s cage†. His job as a bank teller restricts him from what he really wishes to do; he wants to assist his parents on the farm. In contrast, the protagonist of â€Å"University† feels that â€Å"the day [he] left, [he] began to believe it. [His] knowledge fits [his] hands like a manicure too expensive to soil with the fact of these farms†. The protagonist describes how farm life is now inferior to his educated mind. However, education also affects the parents of the protagonists. When the parents of Warren witnessed him in his new job, â€Å"they blushed with pride. They marveled†¦ He was saved from their thistle-strewn farm and its red dirt†. Warren’s parents were completely overwhelmed with joy at their son’s success in life, but were unaware of the fact that Warren was actually unsatisfied with his current lifestyle. The parents are not as concerned if Warren becomes distant from them due to the sacrifices that they have made to give Warren education. In contrast, the protagonist’s parents in â€Å"University† are aware that their child has grown distant from the family. Their child is now at the â€Å"corners of family gatherings†¦ You are different [the parents] say, you are changed, too good for us now†. The parents fear that education has rendered their child a stranger now. The characters have different views and effects on society, and create an awkward distance between the parents and their son. Society foreshadows the prosperity of a person’s job depending on the education received. The protagonists’ parents had high hopes for their child, and when that hope has been achieved. Only would the parents feel success in raising a son better than themselves, not knowing that their son has an opinion of otherwise. â€Å"University†, written by Leona Gom, and â€Å"Warren Pryor†, written by Alden Nowlan, both show the positive and negative effects of education in modern day situations.

Know how to identify development needs Essay

Everyone has their own preferred way of learning new things. Knowing how you learn can Help you take control of situations and develop further in learning or employment situations. To help me identify my own learning style(s) and that of a member of my team, I used the VAX questionnaire below. Tick box A B or C for each question that most represents how you generally behave. ABC 1When I operate new equipment I generally:x A B CRead the instructions first Listen to an explanation from someone who has used it before Go ahead and have a go, I can figure it out as I use it 2When I need directions for travelling I usually:x A B CLook at a map Ask for spoken directions Follow my nose and maybe use a compass 3When I cook a new dish I like to:x A B CFollow a written recipe Call a friend for an explanation Follow my instincts, testing as I cook 4If I am teaching someone something new I tend to:x A B CWrite instructions down for them Give them a verbal explanation Demonstrate first and then let them have a go 5I tend to say:x A B CWatch how I do it Listen to me explain You have a go 6During my free time I most enjoy;x A B CGoing to museums and art galleries Listening to music and talking to my friends Playing sport or doing DIY 7When I go shopping for clothes I tend to:x A B CImagine what they would look like on Discuss them with the shop staff Try them on and test them out ABC 8When I am choosing a holiday I usually:x A B CRead lots of brochures Listen to recommendations from friends Imagine what it would be like to be there 9If I was buying a new car I would:x A B CRead reviews in newspapers and magazines Discuss what I need with my friends Test drive lots of different types 10When I am learning a new skill I am most comfortable:x A B CWatching what the teacher is doing Talking through with my teacher exactly what I am supposed to do Giving it a try myself and work it out as I go 11If I am choosing food from a menu I tend to:x A B CImagine what the food will look like Talk through the options in my head or with my partner Imagine what the food will taste like 12When I listen to a band I can’t help:x A B CWatching the band members and other people in the audience Listening to the lyrics and the beats Moving in time with the music 13When I concentrate I most often:x A B CFocus on the words or the pictures in front of me Discuss the problem and the possible solutions in my head Move around a lot, fiddle with pens and pencils and touch things 14I choose household furnishings because I like:x A B CTheir colours and how they look The descriptions the sales people give me Their textures and what it feels like to touch them 15My first memory is of:x A B CLooking at something Being spoken to Doing something 16When I am anxious I:x A B CVisualise the worst case scenarios Talk over in my head what worries me most Can’t sit still, fiddle and move around constantly ABC 17I feel especially connected to other people because of:x A B CHow they look What they say to me How they make me feel 18When I have to revise for an exam I generally:x A B CWrite lots of revision notes and diagrams Talk over my notes, alone or with other people Imaging make the movement or creating the formula 19If I am explaining to someone I tend to:x A B CShow them what I mean Explain to them in different ways until they understand Encourage them to try and talk them through my idea as they do it 20I really love:x A B CWatching films, photography, looking at art or people watching Listening to music, the radio or talking to friends Taking part in sporting activities, eating fine foods and wines or dancing. 21Most of my free time is spent:x A B CWatching television Talking to friends Doing physical activity or making things 22When I first contact a new person I usually:x A B CArrange a face to face meeting Talk to them on the telephone Try to get together whilst doing something else, such as an activity or meal 23I first notice how people:x A B CLook and dress Sound and speak Stand and move 24If I am angry I tend to:x A B CKeep replaying in my mind what has upset me Raise my voice and tell people how I feel Stamp about, slam doors, and physically demonstrate my anger 25I find it easiest to remember:x A B. CFaces Names Things I have done ABC 26I think you can tell if someone is lying if:x A B CThey avoid looking at you Their voice changes They give me funny vibes 27When I meet an old friend:x A B CI say ‘it’s great to see you’ I say ‘it’s great to hear from you’ I give them a hug or a handshake 28I remember things best by:x A B CWriting notes or keeping printed details Saying them aloud or repeating words and key points in my head Doing and practising the activity or imagining it being done 29If I have to complain about faulty goods I am most comfortable:x A B CWriting a letter Complaining over the phone Taking the item back to the store or posting it to head office 30I tend to say:x A B CI see what you mean I hear what you are saying I know how you feel Total number of ticks in each column:130512 If you chose mostly A’s you have a VISUAL learning style. If you chose mostly B’s you have an AUDITORY learning style. If you chose mostly C’s you have a KINAESTHETIC learning style. Learning Styles Self-Assessment Everyone has their own preferred way of learning new things. Knowing how you learn can help you take control of situations and develop further in learning or employment situations. Tick box A B or C for each question that most represents how you generally behave. ABC 1When I operate new equipment I generally:* A B CRead the instructions first Listen to an explanation from someone who has used it before Go ahead and have a go, I can figure it out as I use it 2When I need directions for travelling I usually:* A B CLook at a map Ask for spoken directions Follow my nose and maybe use a compass 3When I cook a new dish I like to:* A B CFollow a written recipe Call a friend for an explanation Follow my instincts, testing as I cook 4If I am teaching someone something new I tend to:* A B CWrite instructions down for them Give them a verbal explanation Demonstrate first and then let them have a go 5I tend to say:* A B CWatch how I do it Listen to me explain You have a go 6During my free time I most enjoy;* A B CGoing to museums and art galleries Listening to music and talking to my friends Playing sport or doing DIY 7When I go shopping for clothes I tend to:* A B CImagine what they would look like on Discuss them with the shop staff Try them on and test them out A B C 8When I am choosing a holiday I usually: Read lots of brochures Listen to recommendations from friends Imagine what it would be like to be there ABC * 9If I was buying a new car I would:* A B CRead reviews in newspapers and magazines Discuss what I need with my friends Test drive lots of different types 10When I am learning a new skill I am most comfortable:* A B CWatching what the teacher is doing Talking through with my teacher exactly what I am supposed to do Giving it a try myself and work it out as I go 11If I am choosing food from a menu I tend to:* A B CImagine what the food will look like Talk through the options in my head or with my partner Imagine what the food will taste like 12When I listen to a band I can’t help:* A B CWatching the band members and other people in the audience Listening to the lyrics and the beats Moving in time with the music 13When I concentrate I most often:* A B CFocus on the words or the pictures in front of me Discuss the problem and the possible solutions in my head Move around a lot, fiddle with pens and pencils and touch things 14I choose household furnishings because I like:* A B CTheir colours and how they look The descriptions the sales people give me Their textures and what it feels like to touch them 15My first memory is of:* A B CLooking at something Being spoken to Doing something 16When I am anxious I:* A B CVisualise the worst case scenarios Talk over in my head what worries me most Can’t sit still, fiddle and move around constantly A B C 17I feel especially connected to other people because of:* A B CHow they look What they say to me How they make me feel 18When I have to revise for an exam I generally:* A B CWrite lots of revision notes and diagrams Talk over my notes, alone or with other people Imaging make the movement or creating the formula 19If I am explaining to someone I tend to:* A B CShow them what I mean Explain to them in different ways until they understand Encourage them to try and talk them through my idea as they do it 20I really love:* A B CWatching films, photography, looking at art or people watching Listening to music, the radio or talking to friends Taking part in sporting activities, eating fine foods and wines or dancing 21Most of my free time is spent:* A B CWatching television Talking to friends Doing physical activity or making things 22When I first contact a new person I usually:* A B CArrange a face to face meeting Talk to them on the telephone Try to get together whilst doing something else, such as an activity or meal 23I first notice how people:* A B CLook and dress Sound and speak Stand and move 24If I am angry I tend to:* A B CKeep replaying in my mind what has upset me Raise my voice and tell people how I feel Stamp about, slam doors, and physically demonstrate my anger 25I find it easiest to remember:* A B CFaces Names Things I have done ABC 26I think you can tell if someone is lying if:* A B CThey avoid looking at you Their voice changes They give me funny vibes 27When I meet an old friend:* A B CI say ‘it’s great to see you’ I say ‘it’s great to hear from you’ I give them a hug or a handshake 28I remember things best by:* A B CWriting notes or keeping printed details Saying them aloud or repeating words and key points in my head Doing and practising the activity or imagining it being done 29If I have to complain about faulty goods I am most comfortable:* A B CWriting a letter Complaining over the phone Taking the item back to the store or posting it to head office 30I tend to say:* A B CI see what you mean I hear what you are saying I know how you feel Total number of ticks in each column:151203 If you chose mostly A’s you have a VISUAL learning style. If you chose mostly B’s you have an AUDITORY learning style. If you chose mostly C’s you have a KINAESTHETIC learning style. Learning Styles Now I have identified the learning style(s) for a member of my team and myself, and buy Reading the explanations below, we can consider how this will help us to choose the type of Learning that works best for us. People commonly have a main preferred learning style, but This may be part of a blend of all Three. Some people have a very strong preference; other People have a more even mixture of two or less commonly, three styles. Remember, there is no right or wrong learning style. The VAK learning styles model suggests that most people can be divided into one of the Three styles: Someone with a Visual learning style has a preference for seen or observed things, including pictures, diagrams, demonstrations, displays, handouts, films, flip-chart, etc. These people will use phrases such as ‘show me’, ‘let’s have a look at that’ and will be best able to perform a new task after reading the instructions or watching someone else do it first. ?These are the people who will work from lists and written directions and instructions. ?Someone with an Auditory learning style has a preference for the transfer of information through listening: to the spoken word, of self or others, of sounds and noises. These people will use phrases such as ‘tell me’, ‘let’s talk it over’ and will be best able to perform a new task after listening to instructions from an expert. ?These are the people who are happy being given spoken instructions over the telephone, and can remember all the words to songs that they hear! ?Someone with a Kinesthetic learning style has a preference for physical experience – touching, feeling, holding, doing, practical hands-on experiences. These people will use phrases such as ‘let me try’, ‘how do you feel? ’ and will be best able to perform a new task by going ahead and trying it out, learning as they go. These are the people who like to experiment, hands-on, and never look at the instructions first! AC 1. 2 Use a simple technique for identifying own development needs and the development needs of another member of the team. It is very important for any organization to identify your own development needs and the Development needs of your team, and the development of all individuals at all levels. In The section below I have looked at a couple of ways you can identify the skills and Knowledge required for successfully delivering as well as providing the training and Development required for both me and that of another member of my team. Of course there are training and development texts that cover this subject in much more Detail, it is best to start with an analysis of the training and development that is required. The Starting point and the subsequent steps can be represented in ‘The Training Cycle’ or ‘The Systematic approach to Training and Development’. This is a widely recognised and used Model of the processes involved in professional development. When setting any objectives for training we should be using the standard management Practice of using SMART objectives. SYou will notice that the objectives are specific in that they explain a number of individual tasks. MThey are measurable in that you can determine if the tasks have been completed by checking against the targets, e. g. 2000 words, four bridges, grid reference, and so on. AThey are achievable in that resources are available to complete the task. For example, is there sufficient time for completion and does the candidate have access to a computer? RThey should be realistic. Clearly any task to be set at an appropriate level and be relevant to the development of the individual. We have to ask whether the person presently has the skills to carry out what we are expecting, does he/she need training or can they learn by on the job training. TFinally, the task should be time-bound in that you have to set time targets for completion, and possibly for reviewing progress. If you are able to set SMART objectives it makes the job of evaluation and review much easier. Identify the need The need for staff training can be identified in a number of ways, such as during interviews, Through feedback from colleagues, by competence or knowledge tests, by observing work Taking place, or from appraisal documents or CVs. Skills and knowledge audits and a SWOT analyses are well-known techniques that can be used for self-assessment as well as For identifying the needs of individuals and groups. Skills and knowledge audit A ‘brainstorming’ session will identify the skills, knowledge and understanding required to Carry out a particular task. To help me identify my own development needs I used the table On the next page, by comparing my existing skills and knowledge with the recommended Ones helped me to determine the training and development needs I could need. SKILLSLevel requiredCurrent levelDevelopment needs Project designDegree or HNC level management and review Supervisory management plus some specific project trainingILM Level 3 Certificate in Principles of Leadership and Management Planning and reviewingManagement Level 2 S/NVQManagement Level 2 S/NVQAs above Staff managementManagement Level 2 S/NVQManagement Level 2 S/NVQNone required Team briefingManagement Level 2 S/NVQManagement Level 2 S/NVQAs above Effective presentationAbility to present projects to community groupsNot confident in presenting to groupsILM Level 3 Certificate in Principles of Leadership and Management Report writingProfessional quality reportsAlready presents high quality reportsNone required Assessment skillsVocational Assessor AwardHolds Skills Assessor AwardTo work towards the D33 Team skillsManagement Level 2 S/NVQManagement Level 2 S/NVQNone required Training of trainers3- to 4-day courseAlready holds three relevant training unitsNone required KNOWLEDGELevel requiredCurrent levelDevelopment needs Managemen t of Health and SafetyIOSH levelAlready holds IOSH and has attended specific trainingNone required Safety in Housekeeping legislationIOSH levelAs aboveAs above Employment legislationManagement Level 2 S/NVQManagement Level 2 S/NVQUpdating courses when available Appraisal system and how it worksSpecific knowledge and use of the systemHas carried out appraisals in other organisationsSpecific coaching only required Environmental legislationFull knowledge of relevant environmental legislationHas full knowledge through personal researchNone required Do not be over specific about each and every aspect of the job, and do not use vague Expressions: communication skills, for example, may cover questioning, listening and talking To a group. You should attempt to be as clear and concise as possible about the skill or Knowledge required. To help me identify the development needs of a member of my team I used a SWOT Analysis, this is a simple self-assessment tool and is the SWOT analysis or analysis of STRENGTHS, WEAKNESSES, OPPORTUNITIES and THREATS. This can be used on its own or with the skills and knowledge analysis. It is good technique For helping staff identify their own training needs with or without support. My Team leader StrengthsWeaknesses Has a strong background in supervisory management techniques.? Has not worked to any degree with groups of manual workers. ? Has used a pc competently in previous jobs.? Is unfamiliar with project management software. ? Has an IOSH Certificate.? Health and safety training did not cover everything needed for this roll. OpportunitiesThreats ? There will be a number of candidates selected for a higher level qualification in supervision? Lack of supervision / management skills can hamper progress. ? Growth in the path industry may mean that there are more higher level jobs available.? Other candidates may have worked with manual workers – I need to improve my leadership skills. Using the SWOT analysis has helped us to see some of the development areas my team Leader needs, and from this I can help by finding the right course to help in his development. AC 1. 3 Identify potential barriers to learning Workplace learning is the process of gaining relevant skills and knowledge at work, either Informally as you gain experience or formally through structured training. Barriers to Workplace learning are factors that slow down the process, misdirect it or prevent it from Happening. These factors differ from one type of job to another. Misdirection If your goal is to achieve long-term success in your field, you need to learn new skills and Abilities on an ongoing basis. A sales professional must improve his closing techniques and His understanding of customer psychology, while an information technology specialist needs To keep up with new technological developments. One potential barrier to effective Workplace learning is that you may learn something that provides a short-term advantage But actually works against your long-term professional development. For example, if you Learn how to close just enough sales to meet your quota consistently, this may discourage You from learning the sales techniques that would substantially improve your close rate. Stagnation Another barrier to workplace learning is getting caught in a rut. If the work you do is not Mentally stimulating or challenging, you may not continue to improve on the job. Company Culture also can have a big impact on whether employees keep growing and learning or Whether their skills and motivation stagnate. If you believe your supervisors aren’t interested In hearing what you have to say, won’t listen to concerns you have and don’t welcome your Questions, you won’t keep learning and improving. Companies that foster an open culture Are less likely to have this problem. Obfuscation Effective learning often depends on effective teaching, but not all teachers are equally skilled Or willing. Many workplace skills are best learned from an expert, and experts are not Always readily available. Some co-workers who do have genuine expertise are not willing to Share it openly. For instance, the company’s best programmer might be worried that if he Teaches new employees all the tricks of his trade, his own value to the organization will Decline and he could lose his position. Teaching materials such as training videos or Instructional manuals may be poorly explained, confusing or limited. Companies can Overcome these issues by rewarding employees who mentor others and ensuring that there Are adequate materials on hand to facilitate learning? Access Depending on the type of business, the employees may face problems outside of the Workplace that interfere with their ability to learn in the workplace. Low-skilled employees Often are eager to obtain training to improve their job skills, but they sometimes face Complex life situations that make this difficult. This can include obligations to family Members, lack of free time to engage in additional training, medical problems and lack of Funds to pay for any training the employer does not provide. Anything the company can do To make training more accessible and flexible can alleviate this problem. This is just a few of the potential barriers to learning and I have explained these in a bit more Detail, below is a small list of some others, this list is again only a short list there are possibly Many more. Employee learning not seen as critical to business success Identifying and analysing true learning needs is time consuming Employees reluctant to take the time out to learn and develop Available learning not seen as specific enough to job roles and company strategy Learning doesn’t deliver tangible benefit Learning solutions simply don’t deliver No observed behavioral change Learning solutions are costly and risky AC 1. 4 Explain how barriers to learning can be overcome Overcoming barriers to success involves assessing the situation, consulting experts, Considering alternatives and taking action. To manage your career effectively, you need to Take charge of your own development. By assessing your own skills, getting advice from Others, learning new skills and making informed decisions, you can achieve your goals. Overcoming challenges and setbacks usually requires a positive attitude, as well as Dedication and commitment. Feedback To communicate more effectively and overcome objections, start by collecting information About the problem at hand. Avoid misinterpretation, misunderstanding and mistakes by Assembling all the facts. Depending on the situation, you can conduct surveys, run focus Groups or simply start a conversation with a colleague. Listen carefully and pay attention to The subtle nuances of what people say. Then take action to use the feedback and address The problem, tell people what you did, evaluate the outcome and refine your approach if Necessary. For example, to improve your chances of getting a new position, ask a friend or Colleague to review your resume and cover letter. Does it reflect your skills and knowledge In the best manner? Make modifications based on their feedback and submit your Application. Join a professional organization in your industry to network with other business Professionals. By making new contacts, you can learn about new opportunities to use your Unique skills and experience. Change Barriers to change include reluctance to part with old ways, sadness and regret associated With loss, and fear of the unknown. Managing change effectively and overcoming these Obstacles involve setting a clear course for the future and establishing realistic goals. Recognize that change can be disruptive. Then commit to the transition and form new Strategies. For example, once you decide that you want to pursue a new a career in a Higher-paying field, get the training and experience you need to succeed, according to your Budget and time availability. Define goals that are specific, measurable, attainable, realistic And time constrained. For example, if you want to pursue a career in health services, you Might aim to complete your bachelor’s degree and earn a nursing degree in the next six Years by participating in an online university program. Decision Making Barriers to success often involve an inability to make good choices. Learning how to Evaluate options efficiently can help you ensure career success. Sometimes you need to Make a quick decision without consulting others to ensure your safety and well being. Other Times, get input from other people you trust to help you make an informed decision about The next step to take in your development. When you work on a team, there may be times When the group needs to collaborate to make a choice that impacts everyone. This can take Time but the results are typically beneficial in the long run. When you don’t have time or the Outcome doesn’t really matter to you, delegate decision making to a subordinate to keep Processes flowing smoothly. This might include tasks such as approving travel expenses That are under a certain amount. Productivity When your goals don’t align with those of your company, your motivation and desire to Perform decrease. Ensure that you fully understand your company’s strategic objective, Mission and values so that you can position yourself appropriately. Examine your work Habits. Manage your work day effectively to achieve your short and long-term goals. For use Online time management tools to focus your attention on the task at hand and complete Work in short segments. Managing your own productivity tends to improve your long-term Success. Section 2: Know how to develop self and others to achieve organisational objectives AC 2. 1 Briefly analyse learning/development options to meet need(s) of Self and another member of the team.

A brief comparison between characters Essay

In the start we see that the two children of Mr and Mrs Birling(Sheila and Eric), support their parents in the beginning. Their character was exactly mirrored their parents view. Gerald however, is remains the same and refuses to change his character and is the same as Mr and Mrs Birling. This is not so obvious in the beginning, but if u study the book really carefully, you would see that there are many quotes that suggest that Gerald Croft was always in support of Mr. Birling, such as â€Å"Yes, exactly so† and so on. Mr Birling also goes on to tell Gerald and Eric â€Å"how a man should know how to look after himself†. This shows Mr Birling lack of civic mindedness and how emphasises on how selfish he is. There are also other instances on how selfish he is. For example, when he only cares for his knighthood and his reputation when news gets round of his family causing Eva to commit suicide. There is also no doubt that he is a unfeeling man when he shows no regret and remorse when he sacked Eva. Rather, he feels that he was not responsible for Eva Smith’s death. Mrs. Birling had almost a 100 percent mirror of Mr. Birling except that she flexes her muscles as head of the charity organization to refuse help to Eva Smith. She felt that it was impertinent of Eva to call herself Mrs Birling. Furthermore, she was a liar (as her children soon found out) as she had refused to acknowledge the photo of Eva and was adamant about not having met her. However after repeated questioning, she admitted that Eva had came to her for help before. She is also in the dark about Eric’s drinking habit and realizes that Sheila is not as pure as Mrs. Birling thought she was (â€Å"ran away with only a torn blouse†¦Ã¢â‚¬  â€Å"Shelia!†). This goes to show that Mrs Birling does not understand her children well enough to reveal their characters. Sheila had been thought to be a simple-minded girl and who was always excited. However after tonight, she became a changed person. She became the opposite of her parents and her views contradict the views of her parents. She felt that she was solely responsible that Eva had committed suicide. However, she knew the â€Å"importance† of civic mindedness when she discovers  that all of the Birlings and Gerald had each played a part to help in killing her. Sheila is also perceptive when she says that the inspector â€Å"he’s giving us the rope – so that we’ll hang ourselves†. This shows that she thinks deeply and with consideration. In this way, she becomes wiser at the end of the play and views things from a different angle. Gerald is seen as a dynamic character, who switches his â€Å"face† again and again so that we view different angles of him. In the start, he agrees with everything Mr. Birling about civic mindedness and all that nonsense. Our impression of him at the start is a man who has a lack of civic mindedness and indifference. However, we see a change in his character when he comes clean on having a relationship with Eva. But there is just one flaw, when the Inspector leaves and he comes back, he tells them that there was no such Inspector. When it was confirmed with a phone call to the Colonel Roberts, he breathes a heavy sigh of relief. Does this show that he was hypocritical and only wanted to get off the hook? For Eric, we can see that he contradicts with whatever his father says. Even at the end, he argues with his father daringly. It is not sure whether he had argued with on the basis of spiting him or to really show his true feelings on how his father had treated Eva. He also shows remorse when he says â€Å"we did her in all right†. He also stands strong on Sheila’s side on how it did not matter whether the Inspector was a fraud. What was important was that they had all did something wrong even if the girls were different.

Microsoft Bank Branch of the Future

A Microsoft Banking and Capital Markets White Paper The bank branch of the future 2 The bank branch of the future ContentsRedefining the role of branches 4 > Case study: Nascent Digital — understanding customer needs 8 > Article: The Fiserv perspective — information convergence, interaction specialization and the importance of integrated channels 10 Recognition — selling to a market of one 12 > Case study: CRM at Wintrust Financial and Fiserv 14 > Case study: Customer-centric at the core — First Citizens National Bank and Harland Financial Solutions 15 Engagement — creating memorable touch points 16 > Case study: Digital signage at Reflect Systems and Best Buy 18 > Customer use scenarios: Microsoft Surface at Barclays Bank and Royal Bank of Canada 21 > Case study: Streamlining communications at Fidelity 22 Origination — developing new business opportunities 23 > Case study: Predictive analytics at U. S.Bancorp with Portrait Software 25 > Prof ile: Secure paperless banking with digital signature from Topaz and AssureSign 26 > Case study: Incentives at Bank of the West and Varicent 27 Service — taking customers to the next level 28 > Case study: Next-generation self-service at BBVA with NCR 30 > Case study: Espirito Santo creates a better banking experience with CRM and a 360 degree, integrated view of the customer 31 Innovation — developing new products and services with customers 32 > Case study: Social computing at NewsGator and CME Federal Credit Union 34 Bringing it all together — technologies of channel integration 35 > Article: Creating a consistent customer experience through channel synchronization 36 Having a vision for the future 39 > Profile: Helping customers succeed with ARGO 40 Realizing the branch of the future 41 Microsoft partners appearing in this paper 42 Microsoft in Financial Services Financial services is a major industry for Microsoft ® Corporation. Our commitment to the indus try comprises client-dedicated accounts teams, and technology and industry specialists. Our solution areas embrace almost every facet of the industry, including client experience, governance, risk and compliance, payments, and operating capabilities. The U. S.Financial Services industry group led by Ben Narey is responsible for developing financial services solutions combining Microsoft capabilities with those of our partners, for our U. S. -based banking clients. This is one in a series of thought leadership papers designed to share insight into leading industry issues and help our clients realize their vision of the future. www. microsoft. com/financialservices The bank branch of the future 3 A message to our customers and partners After a significant period of expansion, banks are finding current market conditions tough to say the least. Putting customers first is the right response, and the branch is the place to do that. But the role of branches is changing dramatically. Transa ctions are moving to the Internet, so customers may have fewer reasons to visit branches.In addition, new technologies, such as social networking and personal financial management (PFM) tools, are transforming the relationship with customers, forcing banks to develop new ways to create the right customer experience while empowering customers and giving them more control. If branch visits are less frequent, they must become more valuable and more interesting. The days of existing and potential customers walking into branches and not being recognized or effectively engaged are over. A new era of personalized financial services is forcing banks to sell to a market of one. This means understanding customer needs and addressing them appropriately. This also means moving from a reactive sales model to a proactive one, where customer needs can be anticipated in advance.Thanks to changes in technology, customer expectations of the experience they should receive when they visit the branch ar e rising all the time. But just filling branches with new technology isn’t the answer. There needs to be a plan in place and one developed with customers in mind. The customer should be at the center of the branch operation. The branch of the future is an engaging, interactive and fun environment. It should also be a lower cost one. There is opportunity for a dramatic improvement in branch performance. This means streamlining processes, eliminating paper, and improving front and back-office integration. Branch staff are being asked to play a different role. Branch personnel need constant training to do this.The technology of the branch of the future exists to empower tellers, financial advisors and service representatives to serve customers more effectively, moving from a reactive to a proactive engagement model. Microsoft Corporation has a strong commitment to the branch of the future. Directly and through our partners, we work with financial institutions around the world to develop their own path to improved performance. Many of those solutions are outlined in this white paper. We hope you find this a useful contribution to your future plans and the longer term direction of our industry. Yours truly, Ben Narey Director, U. S. Financial Services Colleen Healy General Manager, U. S. Financial Services 4 The bank branch of the future Redefining the role of branches T A dizzying period of change echnology is changing at a blurring rate.It is at once more social, connected, mobile and continuous. We are seeing game-changing advances in many areas from user interfaces to Internet TV. It’s not just transactions that are moving to the Internet but conversations and relationships as well. In this new world, banks are engaging with customers in very different ways. For some banks, branches are emerging as the new, technology-enabled centerpiece in the relationship with customers — a place where channels and technology converge to create a new era of personalized banking in the branch of the future. Banks face other challenges. Revenues are stalling, margins are under pressure and costs remain high. For many, technology remains fragmented.As banks invest more in customer technologies, they must also reduce costs and improve margins, achieve more with less, and at the same time comply with new regulation. In this constantly shifting story, there are many moving parts, and they must all come together to wow customers without confusing them. The branch of the future is an exercise in innovation that must be competitive, game-changing and ultimately profitable. It must be part of a broader strategic focus that considers all channels, not just the branch itself. It will involve not just a vision, but an ecosystem of partners that can deliver it. Microsoft ® expands its reach by working closely with partners to deliver many of our capabilities, and many of them are included here.In this paper, we lay out a process that a bank cou ld follow in developing its branch of the future story. As steps in that story we include case studies and solutions that we believe are leading edge. We realize that every bank’s journey will be different because each bank will need to develop its own unique approach to the branch of the future. Branches are emerging as a place where channels and technology converge to create a new era of personalized banking. The new alternative channel? Many banks consider the branch to be their primary customer relationship channel. But do customers feel the same way? Today roughly 90 percent of daily transactions take place electronically.Checks may be phased out in most developed economies in the next few years. Branch traffic is on the decline. Are branches the new alternative channel? Does that mean branches are finished? Not necessarily. Bank customers still seem to have a strong affinity to branches even though they may visit them less. But it does mean the role of the branch must c hange and be less dependent on transactions. What should this new role be? To answer that question we must have a better understanding of what customers really want. The bank branch of the future 5 And that boils down to at least three things. Firstly, they want more control over their finances.One of the consequences of the financial crisis is a feeling of greater insecurity and a decline in trust in financial institutions. Thanks to the growth in technology and the disclosures surrounding the financial crisis, bank customers often know more about their banks than banks do about their customers. Secondly, consumers want more choices and are less willing to put all their financial eggs in one basket. They are more willing to change banking relationships and are less loyal to their existing providers. Thirdly, they want a better experience. Banks often measure their performance with customers based on service satisfaction, but service is only part of the equation.The ability to acces s banking services at any time from any location, transparency in fees and simpler contracts, and access to quality, impartial advice all sum up to a new value exchange between banks and customers that may define the next phase of banking. Technology is playing a huge part in transforming the banking experience. Smartphones and slates (tablets) are giving consumers greater mobility. Cloud computing gives all of us easier access to more computing power. Game-changing developments in the technology of communications and natural user interfaces enable new ways for banks and their customers to engage with each other. So what is the transformation in the role of the branch that needs to take place? Snacks, lunches and fine dining experiences Perhaps the experience of other industries might provide us with some clues.Financial services provider Fiserv has equated interaction through banking channels to â€Å"snacking,† â€Å"lunching† and â€Å"fine dining† (see artic le on page 10). As our lives become busier, long, lingering meals become more rare. Snacking has become a way of life, often at our desks rather than at restaurants. So restaurants must work harder for our business. But there are many restaurants to choose from. How do they compete for our attention? Every good restaurant needs its own brand. Often fine food is not enough. It may need a theme or an image. It might be the country of the cuisine. It might be a constantly changing menu. It might be the ability to have snacks, lunch and fine dining in the same location.From the services, to the cutlery and the plates to the interior to the food itself, all these elements may combine to create a unique customer experience. In the case of banking, customers have a choice of channels and therefore experiences. But if most of the channels are mainly about transactions or â€Å"snacking,† then they are likely to prefer fast food to fine dining. For the branch to be attractive, it has to have something else on the menu. Game-changing developments in the technology of communications enable new ways for banks and their customers to engage with each other. 6 The bank branch of the future The branch — where all channels can convergeToday bank channels are like those in the first diagram in Figure 1: independent channels that are mainly about â€Å"snacking. † In this model, it is easy to see how the branch becomes less important as â€Å"snacking† channels grow. But some customers may prefer to research online and get advice in the branch. Their financial journey may involve a combination of visits to different channels at different times, perhaps even for the same service — beginning a journey in one channel and completing it in another. In this way, channels reinforce each other rather than compete with each other for customers’ attention. The new model of bank channels is more like the second diagram in Figure 1. Channels are no longer siloed but mutually reinforcing.Instead of playing a diminishing role, the branch can begin to play a more influential one. But the branch is the one channel where all channels can converge. Like the airline or the restaurant that offers a choice of customer experiences, snacking, lunching and fine dining can all take place in the same location. As a result the branch becomes an easier place to conduct all our banking business rather than the least attractive of all. FIGURE 1 Transforming the role of branches BANKING TODAY BANKING TOMORROW MOBILE MOBILE BROWSER CHANNEL USAGE CHANNEL USAGE BROWSER CALL CENTER CALL CENTER BRANCH BRANCH INDEPENDENT CHANNELS WITH FRAGMENTED IMPACTINTEGRATED CHANNELS AND GROWING INFLUENCE The bank branch of the future 7 Dimensions of branch transformation Microsoft ® believes there are at least five dimensions of branch transformation that can lead to a significant increase in customer experience and financial performance. > Branch design â€⠀ balancing networking with privacy, access and convenience > Talent — more focus on advice and expertise and less on transactions > Channels — integrated and mutually supportive > Innovation — customer driven, building on experiences and solutions > Brand — unique and customer driven In each of these dimensions, technology has a major role to play.But the real challenge is to empower each dimension so that they operate together to enhance the customer experience, improve revenues and reduce costs. A fragmented approach will simply increase costs, confuse customers and reduce financial performance. Effective branch transformation demands an enterprise-wide blueprint. A project to build nextgeneration ATMs needs to take into consideration the opportunity to empower and integrate other channels. A project to introduce digital signage should consider not only the customer experience, but the ability to improve staff performance as well. The introduction of digital signatures and automated account opening should consider the implications for document management and records keeping.We are not just transforming branches but creating a completely new retail banking business and operating model to deliver a higher standard of customer experience. A continuous process of performance improvement Branch activities should involve a continuous process of performance improvement based on an in-depth understanding of customer needs with the goal of deepening customer relationships. > Recognition — selling to a market of one > Engagement — creating memorable touch points > Origination — developing new business opportunities INNOVATION FIGURE 2 A continuous process of performance improvement RECOGNITION ENGAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT gt; Service — taking customers to the next level > Innovation — developing new products and services with customers Ideally, almost all these activities should be capable of taking place at any part of the branch, whether at an ATM, in a teller line, at a teller booth, or in discussions with a service advisor or a banker. But if executed effectively, one step will lead to another, creating a positive loop of continued performance improvement. (See Figure 2. ) SERVICE ORIGINATION 8 The bank branch of the future CASE STUDY Nascent Digital — understanding customer needs It’s easy to spend money on technology. But it is more important to understand what customers really want from their branch before embarking on an ambitious program of investment.The whole point of investing in branches is to improve the relationship with customers. So why not begin by understanding what customers really want? Nascent Digital (www. nascentdigital. com) is one of the market leaders in the field of combining market research with the design and development of technology. As a result, Nascent is able to create rich and relevant connections with customers from business applications to educational and entertaining experiences. Having previously deployed experiences on multiple mobile and touchscreen platforms such as iOS, Nascent has eased into working with the cutting-edge Windows Phone 7 and Slate devices.Nascent Labs’ mobile platform enables it to quickly develop game-changing Windows Phone and Slate applications connected to Facebook, Twitter and other social networks. It has also played a major role in the development of Microsoft Surface technology. Bank customers seek digital experiences that are unique and engaging. To that end, Nascent’s unique design-led approach employs research, in-depth experience design and early rapid prototyping. These methods enable insights into how to realize the best possible digital customer experience. Nascent has partnered with Microsoft ® to envision the possibilities for Slate computing in the branch of the future. The design process and resulting prototype yielded insights into mul tiple new possibilities for customer interaction, relationship building, and ustomer-associate collaboration on everything from day-to-day banking to financial planning and advisory. Building on Windows Phone 7 Metro design language, Nascent was able to create a single digital interface that unifies the customer mobile experience with a collaborative sales experience in the branch. By understanding customer needs upfront, banks can ensure their technology investments truly provide customers with the experience they desire. The bank branch of the future 9 Nascent begins by compiling and distilling existing research to form a basis for further inquiry. Industry best practices, existing published research and open access data are evaluated to focus their primary research.Focus groups and discussions led by expert coordinators are directed to reveal a deeper insight into the ideal digital experience for the user base. Once the research phase is complete, the experience design process be gins to output a series of visual representations that can be easily transformed into a rapid prototype. Early prototyping enables innovation by bringing vivid experiences to life quickly for early user testing. (See Figure 3. ) By understanding customer needs upfront, banks can ensure their technology investments truly provide customers with the experience they desire, and thus are successful in empowering their branches with new technology.By reconciling customer needs with the bank’s own strategic direction the bank is more likely to develop a business model that works. It may take more time to get it right first time, but in the long run it is a quicker and much more effective path to innovation. FIGURE 3 The Microsoft Nascent discovery process UNDERSTANDING THE CUSTOMER CONCEPT DESIGN VISUAL DESIGN CONCEPT TESTING > Secondary market research > Primary market research > Industry best practices > Brainstorming > Wireframes > Context design > Information architecture > Appl ied cognition > Concepts > Brand expectations > Game-changing experiences > Matched audiences > Usability testing > Final design blueprint 10The bank branch of the future ARTICLE The Fiserv perspective — information convergence, interaction specialization and the importance of integrated channels The way financial institutions deliver services across banking channels is being profoundly impacted by two significant shifts. First, there is a demand for â€Å"information convergence† across channels. Consumers expect information about transactions completed via one channel to be readily accessible via another, and expect to be able to initiate a transaction in one channel and complete it in another. Second, there is a significant degree of â€Å"interaction specialization† taking place within each channel.This interaction specialization is driven by the unique properties of each channel, which determine the primary activities conducted through the channel. Consumer s have different habits and preferences about which channels they use to accomplish different financial tasks. For day-to-day needs, consumers generally prefer self-service via digital channels — mobile and online – respectively, the fastest growing channels. Fiserv characterizes interaction via the mobile channel as â€Å"snacking. † From a financial services perspective snacking encompasses frequent interactions that take less than 60 seconds. This includes tasks such as checking balances, receiving alerts and paying bills.One Fiserv financial institution client sees an average of 26 logins to mobile banking per user, per month — proof of their desire to consume financial services information in quick, frequent servings via the mobile channel. The bank branch of the future 11 The snacking analogy can be extended to the online channel and to the branch as well. The online channel serves up the financial equivalent of a square meal. Consumers go online wh en more browsing and a slightly deeper level of engagement is required. This includes tasks such as comparing products, managing budgets and setting up preferences. These types of activities usually occur on a weekly or monthly basis.The branch is for fine dining, those special occasions where more personal service and in-depth interaction is required. This includes advisory services and overall relationship management, encompassing critical decisions that require consultation and typically occur infrequently. As a leading global provider of digital channel solutions for financial institutions, Fiserv perceives that the shifts toward information convergence and interaction specialization will create challenges for financial institutions. Delivering consistent information across channels will require back-end integration and real-time functionalities that are often not in place today.This will be further compounded by device proliferation, the rise of tablet computing and the blurrin g of lines between social media as an interaction platform and a transaction platform. In addition, interaction specialization will require that financial institutions tailor services for specific channels. This will most impact services delivered via the mobile device, as financial institutions will be expected to support â€Å"mobileonly† services such as remote deposit capture for checks, location-based offers and contactless payments via near-field communications (NFC) technologies. Beyond self-service, the mobile device is also likely to become a banking platform for different types of interactions.In this context, financial institutions are under attack from nontraditional players — such as mobile operators and consumer brands like Apple — that would like to gain access to both customer information and transaction revenue. Financial institutions have much to consider when it comes to effectively serving consumers. An integrated channel strategy that incorp orates the unique attributes of mobile solutions as part of an overall approach is a winning strategy. Consumers expect information about transactions completed via one channel to be readily accessible via another, and to initiate a transaction in one channel and complete it in another. 12 The bank branch of the future Recognition — selling to a market of one T 84404893YHQAM235-4747343 ougher markets demand deeper, more profitable customer relationships.The need for banks to treat each customer as unique is more important. New technologies such as digital marketing and predictive analytics are making it easier to sell to a market of one. Personal recognition When customers come into the branch it helps to recognize who they are and make that information available to key members of the branch. An RFID tag can be part of that process. Embedded in a debit or credit card, it can identify customers as soon as they enter a branch. Through access to a customer relationship managemen t system (CRM), bank staff can have complete access to relationship details to understand the next step in the customer story.But potential customers also visit branches, sometimes just by chance. These are opportunities that need to be captured. Applications that allow branch staff to identify customers from personal IDs such as driver’s licenses or Green Cards, identify their credit history and then immediately direct them to a service opportunity, can replace paper-based processes that could take days, weeks or even months to complete, if at all. But technology is changing the concept of â€Å"branch† from a physical to a virtual concept. Valerie King Through access to a CRM system, bank staff can have complete access to relationship details to understand the next step in the customer story. Digital marketingDigital marketing is not just a technology, it is also a channel. In fact, it is many channels and embraces every aspect of digital media including TV, the Inte rnet, mobile phones and social media, and even older technologies such as radio. Whenever we click on a Web site, we create digital breadcrumbs that leave behind clues about our interests and preferences. They provide important intelligence about our real needs that marketing departments can respond to. Recognizing a customer through his or her digital identity gives a bank the opportunity for new customer touch points, more targeted campaigns and services more closely aligned to customer needs.Thanks to this approach one financial institution in the U. K. generates more revenue through inbound marketing than through any other channel. Social networking Social media generates conversations about brands and customer experiences that banks can follow. Airline companies in particular have been successful in using social networks as a customer service tool, allowing them to respond proactively to individual issues and concerns. The bank branch of the future 13 Some social networking sit es — Foursquare, Gowalla, Loopt and Facebook Places — allow members to share their locations with other members. This can provide promotional opportunities for businesses.For example, each time someone checks in to a Hard Rock Cafe in the United States using Facebook Places, Hard Rock International donates a dollar to WhyHunger, a charity fighting global poverty and hunger. The offer lasted through December 2010 — an innovative way of gaining customers and promoting Hard Rock’s commitment to philanthropy. Social networking is not just about customers. It’s about staff as well. Enterprise social networking is a vital collaboration tool that enables bank talent to share knowledge and expertise across the bank. By its very nature, a branch is a decentralized part of the bank, but for many customers it is their most important interface with the bank.Keeping branch staff up-to-date with the latest products, services and regulations and making them feel an essential part of a much bigger organization is essential for their morale and their ability to serve customers effectively. Social CRM To be successful, branches must be part of communities — and communities can be both physical and virtual. Branches have been successful at integrating into physical communities, but less successful in penetrating virtual ones. Microsoft’s CRM system comes with a social networking accelerator that allows branch offers to follow the customer chatter about service needs, reactions to products and feelings about the bank generally. Having a panoramic view of customers clearly creates a competitive advantage.Microsoft Dynamics CRM, together with Microsoft partner Customer Effective, creates an advanced CRM solution leveraging Customer Effective’s expertise in implementation and data integration. Why do so many CRM systems fail to meet expectations? Because they are often stand-alone implementations and are not an integrated part of a complete customer relationship management solution linking customers, services, channels and systems to create a higher level of customer experience. To be successful, branches must be part of communities — and communities can be both physical and virtual. 14 The bank branch of the future CASE STUDY CRM at Wintrust Financial and FiservWintrust Financial, a Chicago-based financial holding company with more than $14 billion in assets, is implementing EnActâ„ ¢, its relationship sales management solution for financial institutions. EnAct is built on Microsoft Dynamics CRM, so it is delivered as an extension of Outlook and integrates seamlessly with Microsoft Office applications, making it intuitive and easy to use. Using the EnAct solution from Fiserv, Wintrust Financial’s bankers will now have a holistic view of client relationships with access to sales productivity tools to execute local outreach programs, track relationship management and prospecting activities , and monitor opportunity pipelines.EnAct leverages Microsoft Dynamics CRM and is designed to serve the distinct needs of banks’ primary lines of business — Retail, Commercial and Wealth — enabling Wintrust Financial to deploy a single, banking-ready CRM solution enterprise-wide. In implementing EnAct, Wintrust aims to better support collaboration across its organization, enabling referrals between divisions and facilitating team-based management of high-value relationships that span multiple business lines. â€Å"We empower our community banks to manage their clients and their markets locally, but we also want to leverage our combined scale and use the most advanced tools to serve our customers and grow our business,† said Tom Ormseth, senior vice president, Wintrust Financial. As part of our expansion program, we identified the need for an enterprise customer relationship management solution and we chose EnAct because it provides us with specialized ban king functionality on a versatile technology platform. We felt Fiserv was the right partner for us because they understood our business and had the experience and know-how to help us succeed. † Wintrust Financial recognized that lack of user adoption is a common pitfall of CRM projects, so deep integration with Outlook was considered an important benefit of EnAct. Outlook is integral to bankers’ workday at Wintrust; it’s where they manage their time, contacts, tasks and email communication with clients and colleagues.EnAct is built on Microsoft Dynamics CRM, so it is delivered as an extension of Outlook and integrates seamlessly with Microsoft Office applications, making it intuitive and easy to use and encouraging end-user adoption. â€Å"By expanding its relationship with Fiserv, Wintrust joins a growing family of banks that are using EnAct to help execute their growth strategies,† said David Dervish, managing principal, Customer Value Enhancement, Fiser v. Wintrust Financial began its initial rollout of EnAct to a pilot group of more than 200 commercial bankers in December 2010 and is continuing implementation to a total of 1,400 users across 15 community banks as well as its various wealth management and specialized financial services divisions.To complement EnAct, Wintrust Financial also licensed Aperioâ„ ¢ Campaign Management and Aperio Customer Analytics. These solutions will help Wintrust analyze customer needs, identify opportunities and better manage centralized marketing campaigns that support local business development initiatives. The bank branch of the future 15 CASE STUDY Customer-centric at the core — First Citizens National Bank and Harland Financial Solutions After 15 years of fighting for market share in its Mason City, Iowa, home market, First Citizens National Bank (FCNB) was at a crossroads. â€Å"We grew by mining market share from the larger players,† explains Gregg Maakestad, FCNB’s SVP and CIO. To maintain our head-to-head competitive status we needed to challenge and exceed their capabilities. † But by 2009 FCNB’s item processing and marketing customer information file (MCIF) solutions had become inadequate. Rather than install point-solutions, FCNB, a subsidiary of First Citizens Financial Corp. ($1. 1 billion in total assets), determined that a core systems modernization would provide capabilities beyond just meeting current needs, Maakestad relates. A long-time user of the Phoenix System from Lake Mary, Fla. -based Harland Financial Solutions, FCNB nonetheless conducted due diligence in early 2009. â€Å"With every contract cycle we look at all options,† notes Maakestad. Because Harland is an open-systems vendor that shares all its database tables, we learned the strategic value of leveraging database tables,† he adds. â€Å"Therefore, we evaluate vendors’ willingness to share tables as a significant selection criterion. â₠¬  In fact, using the tables has become a critical best practice at FCNB. â€Å"We use the tables to supplement vendor-supplied reporting and modeling,† Maakestad explains. â€Å"For example, when Reg E [governing electronic fund transfers] was updated, †¦ we calculated the impact on our organization’s revenue immediately. And we’re doing the same now for the Durbin Amendment [regarding debit card fees]. † According to Maakestad, Harland’s latest platform, the Microsoft .NET-enabled PhoenixEFE Core, was the best solution for FCNB, leading to a late-2009 migration. â€Å"Beyond our existing hardware, PhoenixEFE only required setting up two production [IBM] XM servers and two for disaster recovery,† Maakestad reports. â€Å"There were no showstoppers in the new core system — just some minor items [that Harland is improving]. † During 2010 FCNB added Harland’s ActiveView Item Processing solution and the vendor’ s business intelligence tool, Touche Analyzer. And early this year the bank also integrated Touche Messenger, which draws intelligence from Analyzer for targeted multichannel marketing communications. The results have been impressive. PhoenixEFE has been key to achieving our current efficiency ratio of 47. 5 percent,† says Maakestad. †In addition, our item processing is simpler and our read rates have improved 15 percent. Also, the Touche solutions will be vital to moving our services per household from the current 3. 493 to our 2011 goal of 3. 516. † The new platform also enabled FCNB to replace multiple daily ATM and debit card batch processes with near-real-time transactions. And, over the next couple of years, the modern core will allow the bank to add more online and mobile products to its existing offerings. â€Å"As new opportunities mature, we’ll jump into them with both feet,† Maakestad says. In short, our new core platform has made us more c ustomer-centric and more efficient, positioning us for future growth. † CUSTOMER 16 The bank branch of the future Engagement — creating memorable touch points C Microsoft Surface offers an eyecatching way of bringing people together to connect, learn and decide. It changes the way people collaborate. apturing customers’ attention inside or outside the branch is easier with memorable touch points. Distinctive interactive walls, compelling messaging and outstanding presentations all contribute to a better customer experience. Cool toys, personalized advice and cross-channel integration are all essential tools for capturing the customer’s attention.But they all have to work together and be targeted at customers who are likely to respond to them. Surface technology Exploring financial options with an advisor or with your partner? Or just browsing? Microsoft Surface offers an eye-catching way of shopping for services, bringing people together to connect, learn and decide. It changes the way people collaborate and connect. Microsoft Surface sees and responds to touch — supporting more than 50 simultaneous inputs. This experience comes to life in the new 40-inch Surface that can be used as a table, on the wall, or embedded in other fixtures or furniture. What-if scenarios are a lot more fun when you are working with Surface. But Surface can be more than just an eye-catcher.It can be a complete distribution channel in its own right, allowing customers another opportunity for self-service banking — snacking in the branch or browsing the menu while waiting for a table for some private dining advice. Interactive walls While customers wait in teller lines, wait for a financial advisor or just wander through branches, interactive walls can provide engaging interactions and compelling messaging for the financial shopper. Browsing for a car loan or a mortgage? Explore your options on an interactive wall. By touching it you can get the latest rates, explore financing options and do your homework before making a financial decision.Digital signage Wondering what the markets are doing? Curious about news and events in the community? Intrigued by a message from the chairman? Digital signage is a term used to describe the display of up-to-the-minute information on electronic devices such as plasma screens, LCD panels and projectors. Suppose it’s raining outside and there are more customers inside the branch and you want to change your electronic messaging to talk about new products and services. Managing the metadata in your digital signage system gives you that flexibility. The bank branch of the future 17 What if branches are serving Spanish-speaking customers in one location and English-speaking in another?Digital signage tools provide the flexibility to communicate different messaging to different markets. Digital signage can be used wherever there is a need to communicate to individuals or large groups of people. Wherever there is static signage, there is potential to replace it with digital signage. (See Figure 4. ) Founded in 1991, Omnivex originally supplied software to financial trading floors to post buy/sell positions on large LED wallboards and drive financial tickers. Trading floors were quick to adopt large plasma displays to monitor television news reports. Omnivex recognized that these displays could also be used to help traders clearly spot market trends and developed applications to display data graphically.Building on its foundation of a data-driven system, the company moved into the broader digital signage market, where its software could be used to display real-time information to facilitate decision-making by delivering targeted content to specific audiences. Financial institutions quickly adopted this medium within the retail banking industry, and we now see digital signage installations appearing more and more frequently in bank branches to communicate with custome rs and employees. Due to its data-driven approach, Omnivex digital signage software can deliver the right message to the right audience at the right time, helping to increase the effectiveness of communications. In branches, new products and services, promotional campaigns, market data, corporate communications and training materials can be delivered instantly, easily and memorably.In addition, digital signage can improve the customer experience by reducing perceived wait times, while entertaining and informing customers. Today, Omnivex software is used by many financial institutions around the world to power their digital signage networks. FIGURE 4 Microsoft partner Omnivex and digital signage 18 The bank branch of the future CASE STUDY Digital signage at Reflect Systems and Best Buy Banks have often been influenced by the success of retailers. Microsoft partner Reflect Systems is a leading, national full-service provider of in-store digital media solutions including digital signag e, interactive applications and assisted shopping features, mobile messaging, and in-store music.Reflect worked with Best Buy and its partners to deploy a solution that fit its vision for enabling networked digital media in all its stores, while adhering to business policies and preferred technology standards. Best Buy needed to improve the shopper experience with relevant and timely media content, showcase products and services with brand partners, and capture revenue opportunities available by leveraging the platform as a new digital media network that connects with loyal Best Buy shoppers. After methodical lab testing and pilot programs, Reflect employed ReflectView, its industry-proven scalable software solution, to meet the challenge of managing and distributing large amounts of digital media across Best Buy’s complex network of more than 1,100 locations across the United States.Through its flexible content management, programming, distribution and monitoring features, R eflectView allowed Best Buy to control the specific message played in each store — at any given time, in any specific region — from a centralized system requiring minimal operational management. Today, Best Buy has increased its in-store digital media footprint to include television and computer displays in the electronics department, checkout aisles and music via in-store audio systems. Best Buy has a fast-paced business environment that requires a dynamic approach to supporting new in-store initiatives. Reflect continuously strives to provide a platform approach for in-store media, and maintains a partner-focused solution set that provides choice, performance and measured results.Through its flexible content management, programming, distribution and monitoring features, ReflectView allowed Best Buy to control the specific message played in each store from a centralized system requiring minimal operational management. The bank branch of the future 19 FIGURE 5 Financia l benchmarking with Bundle Next-generation banking Next-generation ATMs, line busting, interactive walls and smartphone channels all converge together in a unique customer experience that targets customers from Gen Y to baby boomers. A common user interface is key to a compelling customer experience that recognizes the branch as a focal point in building enduring customer relationships. The technology of Kinect can provide in-branch entertainment as well as more engaging customer interactions replacing transactions with conversations.Personal financial management tools Technology has made it easier for customers to do research and resolve issues online. Branches are a perfect place for that research to take place. If the customer is already in a branch and wants to do some research or use automated tools to perform financial calculations, budgeting and planning, resources should be available for independent and banker-assisted research and planning. Options to consider include the f ollowing: > A dedicated bank of PCs for independent research > Interactive walls to explore financial options > Surface technology to explore different products and solutions Bundle is an example of a personal financial management tool eveloped by Citi, Morningstar and Microsoft, which allows consumers to compare how others spend their money. (See Figure 5. ) FIGURE 6 At Banco do Brasil, a customer explores financial options through an interactive wall. 20 The bank branch of the future Private, face-to-face advice Have tablets replaced desktops or have they just empowered them? By deploying both, branches have more options for face-to-face advice. It can vary from line busting to a confidential meeting with a private banking client. Technology may be needed to support those discussions, accept deposits, sign documents or review financial plans. Tablet technology can play an important role, and there are many providers to choose from.Companies like Motion Computing, HP and ExoPC offe r slate models in addition to the iPad. Motion Computing, in particular, specializes in manufacturing tablets designed for the needs of individual industries. (See Figure 7. ) FIGURE 7 Customized industry devices from Motion Computing Windows slates combine the ability to consume information and present it to clients with the full production capabilities of a PC. They are also secure and interoperable with other technologies. Incorporating your tablet solution into a complete branch experience demands the ability to interact with other devices, applications and systems. Bankers and financial advisors don’t just meet clients in the bank. They may also visit them in the home.The concept of a mobile sales force attached to the branch is not a new one. But for such a team to be effective it will need to be empowered by technology. Mobile technology can be used for customer presentations, the review of different products and services and the completion of documentation. (See Figur e 8. ) FIGURE 8 A selection of Windows slates (in order of appearance, the Asus E121, Motion’s CL900, the HP 500, the ExoPC and the Fujitsu-STYLISTIC Q550 Slate PC) The bank branch of the future 21 Customer use scenarios: Microsoft Surface at Barclays Bank and Royal Bank of Canada Barclays has opened a new flagship branch at Piccadilly Circus in London.The bank describes the project as â€Å"the first ‘brand concept’ branch in the UK,† covering 8,000 square feet of retail space over three floors. With the opening of the branch, Barclays became the first bank in Europe to pilot Microsoft Surface. Infusion was engaged to create a Surface program that allows users to â€Å"grab† digital content with their hands and navigate information about Barclays’ Premier banking offering with simple gestures and touches. Royal Bank of Canada has partnered with Microsoft to provide customers with an interactive banking experience through Surface. The impleme ntation of Surface creates a fun and interactive way for RBC to inform its customers about their financial services.RBC found that giving customers a way to learn about their financial goals through interactive applications, such as Infusion’s application for Surface, is a great way to ease customers into initiating conversations about complicated financial topics. Client communications When was the last time any of us wrote or received a letter? The way we communicate is undergoing profound transformation. Whether we communicate through laptops, slates or smartphones, electronic communication is becoming pervasive. In this new chapter of communications there are risks and rewards implying profound changes in the way we develop, share and exchange information, even the way we work and play. The rewards are clear — richer and more frequent client conversations, better research, more informed insight, more accurate presentations.But the risks can be great as well. The in formation we create can be instantly shared through flash drives and across the Internet. Clients, markets and regulators are holding us more accountable for what we say and how we say it. The one-off presentations produced in local offices that differ across the firm should become a distant memory particularly since even small differences in client communications can have regulatory implications, dilute brands and confuse clients and markets. The world is changing at a dizzying rate. Client communications must be timely to add value, but with current technology it can also be too costly and time consuming to develop frequently.A 100-page pitch book for a key client meeting may require data and content from many sites, sources and databases, much of it captured manually. What if the process could be automated, branding managed centrally and compliance built into the process in advance? Microsoft’s partner Xinnovation has the solution — the ability to produce automated presentations within minutes that are compliant with regulations and firmwide brand management standards. Whether we communicate through laptops, slates or smartphones, electronic communication is becoming pervasive. 22 The bank branch of the future CASE STUDY Streamlining client communications at Fidelity Xinnovation streamlined Fidelity’s 22-day data intensive, increasingly complex investment review process into just a few simple hours.Quite impressive when you consider these specialized, targeted presentations can run up to 100 pages chock full of dynamic charts and graphs, which draw from backend data systems. (See Figure 9. ) Fidelity turned to Xinnovation and its Web-based, Microsoft ®-standard XiDocs document automation platform. XiDocs includes easy-to-use features that enable rapid development of solutions. XiDocs features include content management, configurable assembly and publishing of highly customized Microsoft Word, PowerPoint and PDF documents, data-driven Excel charts and graphs, enterprise content, and workflow — all living natively inside Microsoft Office SharePoint Server.It gets better — Fidelity and Xinnovation implemented a direct XML connection with Fidelity’s print and fulfill vendor to maximize workflow capabilities. And if that is not enough smart for one day, Xinnovation’s technology enables Fidelity to provide its reports through its client portal and extend a â€Å"greener† process. FIGURE 9 Automated document generation with Xinnovation The bank branch of the future 23 Origination — developing new business opportunities O ne of the toughest challenges banks face today is origination. This is particularly true in a low-growth environment. So it is important that banks have a clear understanding of where their opportunities lie.Most banks have a marketplace that can be split into three parts: > Customer enthusiasts — customers who are enthusiastic about their relationship w ith the bank and want to expand it > Customers on the fence — customers who are indifferent to their relationship with the bank but could be swayed one way or another > Dissatisfied customers — customers who are about to leave and are waiting for the right opportunity to move on. Against this mix there are further segmentation opportunities. The challenge is to find the right marketing and distribution mix for each customer segment. For example, Bank of America identified the mass affluent as a â€Å"must-win† strategic market.The bank worked with Merrill Lynch to target services to a specific part of its target — the mass affluent — which it defined as customers with investable balances of about $200,000 or more, but not superwealthy. The bank reasoned this group of customers were occasional investors rather than active traders and so offered them 10 free trades a year to boost their loyalty and deepen their relationship. Where does the branch fit in to this mix? Should it be the preserve of a few customers, or is there a way for it to play a role across all sectors of the market? One way of approaching this is to think of the branch as a networking opportunity, emphasizing its social rather than its transaction role.Targeting families, small businesses, emerging entrepreneurs or local clubs and associations reinforces the role of the branch as a focal point for the community. Financial seminars targeted at local entrepreneurs, pension advice for boomers, and financial services for college students are examples of programs that bring traffic to the branch and reinforce its role as a critical part of the local economy. With branch traffic up, the next step is to make it easier to open accounts, browse new services or get financial advice. Increasing self-service facilities — not just ATMs, but interactive walls and Surface devices as well — within the branch is one way of achieving this. But technology doesnâ₠¬â„¢t have to exclude the human element.Enabling bank staff to assist customers through video links on next-generation ATMs and other self-service channels reinforces the relationship between banker and customer rather than excluding it. 24 The bank branch of the future Some of the tools to consider include the following: > Targeting customers through predictive analytics — Reaching out to customers can be costly for several reasons. Along with more traditional campaign costs, companies often fail to take into consideration any negative impacts that a campaign may have in terms of driving customers away or driving customers to consider alternative offers. Predictive analytics plays a critical role in minimizing negative campaign responses and ensuring that campaigns are targeted and effective.This also includes maximizing opportunities for cross sell and retention in the key instances when customers are engaging via inbound channels. Gathering a single view of your customers across all touch points is a critical step in understanding your customers’ needs, and delivering the best possible customer experience to drive customer value in the long term. Whether customers are online, talking to a call center or in the branch, it is important to have a clear picture of who those customers are, and what particular offer, be it cross sell or retention, is best to present them at that moment. One insurance company found that by optimizing customer nteractions in this manner it was able to sell more through inbound channels than through all other channels combined. > Managing customers’ time when they are in the branch — By enabling branch staff to reduce queuing at teller counters they can also engage with customers and explore other service opportunities. A handheld computer device can accelerate deposits, account inquiries, transfers and other simple transactions. Line busting can turn unproductive wait times into business opportunities. S cheduling and calendaring linked to digital signage solutions can manage appointments with branch staff and expectations with customers who might otherwise be unclear when they would be seen. gt; Making it easier to access new services through paperless banking — If a customer wants to open a new account or obtain a new line of credit but has to wait for the paperwork to be completed, that just adds time and cost to the onboarding process and delays revenue realization. It can also frustrate customers and cause them to look elsewhere to meet their needs. Years of paper-based processes may need to be revisited to improve customer experience, improve margins and increase security. > Marketing through self-service transactions — Originations should be possible within the branch through any channel, whether through a bank of PCs, through next- generation ATMs, or call centers accessed from within the branch. Surface devices and interactive walls can be both a source of inf ormation and origination channels.Self-service channels are mainly for existing customers, but it should be just as easy for new customers to become activated through them as well. > Banker-assisted originations — Often completed through paper documents, the origination process can involve several stages, and many documents — account opening forms, signature cards, loan agreements — but if converted Gathering a single view of your customers across all touch points is a critical step in understanding your customers’ needs, and delivering the best possible customer experience to drive value in the long term. The bank branch of the future 25 into electronic form can be completed quickly and easily but still securely while the customer remains in the branch.This shortens the origination process considerably. The problem is how to accomplish this in a secure way. The growth in eSignature technology and supporting regulation (the ESIGN Act and UETA) makes this a much easier option for many banks. > Tellers as relationship managers — Probably the one personal contact the bank customer has the most frequent engagement with is the bank teller. Yet this is the one interaction we want to get over with as quickly as possible. A friendly interaction with a teller can play an important part in origination. But for that to happen the role of tellers within the branch must change and they must be managed very differently as a resource.The first challenge is to manage traffic within the branch to reduce the pressure of a short and pressured interaction. Secondly, tellers’ productivity has to be improved by giving them access to technology that enables them to process transactions more easily. Finally, tellers should know who their customers are, reinforcing the importance of the personal connection. Branch recognition technologies and access to CRM systems can help tellers play a pivotal role in strengthening customer relationships. CA SE STUDY Predictive analytics at U. S. Bancorp with Portrait Software Pitney Bowes Business Insight (PBBI) is a Microsoft Gold partner that leads the pack in the field of predictive analytics. The Consumer Direct division of U. S. Bank, a subsidiary of U. S.Bancorp, found that its traditional marketing campaigns were not delivering the returns they once were, and was failing to target customers with the most relevant message. After two successful trials, U. S. Bank implemented PBBI’s Portrait Uplift solution and has since achieved significant gains — a 300 percent lift — in incremental revenue together with reduced costs through lower mailing volumes. U. S. Bank is just one of several customers in different industries that have found PBBI’s Portrait suite of analytics solutions to be of immense value. Selling to a market of one is a challenge across all industries, financial services in particular. U. S. Bank has achieved significant gains in incremental revenue together with reduced costs through lower mailing volumes. 26 The bank branch of the futurePROFILE Secure paperless banking with digital signature from Topaz and AssureSign We are all familiar with digital signature in the retail environment, even in insurance. A number of leading banks have begun to adopt the process, but in financial services the technology of digital signature is still in its infancy. Whether we are opening a bank or brokerage account or applying for a loan there is usually a lot of paper involved. But paper takes time to process, must be stored and can easily be lost. Plus we need a more reliable way to ensure documents have been signed and stored as securely as possible. Is it time for a fresh approach? Many businesses around the world are saving money by replacing paper processes with electronic signature and document solutions. In the U. S. the ESIGN Act gives electronic signatures the same legal significance as paper signatures, provided the customer consents to the process. Various forms of eSignature exist from a simple click to sign to robust biometric signatures written on electronic signature pads that record the precise shape and sequence of the signature, its strokes and direction of loops, and detailed timing of each part of the signature used in the signing process. Another form of electronic signature that does not incorporate biometrics — the digital signature — uses asymmetric cryptography to ensure documents can be protected once they are signed and any changes related back to the original signer.The technology of eSignature and digital signatures is now available across multiple devices and can be deployed locally or at an enterprise level. Mainly deployed in the public sector and in the retail, healthcare and insurance industries, this technology has already been adopted by a number of leading banks to improve the speed and security of banking document processes. Such efficiencies are leading the ch arge in enabling bank branches to become paperless. AssureSign (www. assuresign. com) and Topaz Systems (www. topazsystems. com) are leaders in the field of electronic signature and document management. FIGURE 10 Topaz eSignature software technology can be deployed across the Web and directly with its biometric electronic signature pads. Biometric signatureAssureSign is a software-as-a-service (SaaS) or on-premise electronic signature solution that allows signers to execute documents via web portal interactions, captures the â€Å"act of signing,† email invitation or in-branch scenarios. AssureSign easily integrates with existing not an image of a signature banking and financial services applications to provide a paperless document execution process. AssureSign can also work alongside Topaz solutions to bridge the gap between in-house and external web-based signing requirements in a FIGURE 11 A biometric signature using AssureSign single platform. AssureSign solutions offer a variety of front-end signer authentication options as well as Electronic Signatures in Global and National Commerce Act (ESign Act) and Uniform Electronic Transactions ACT (UETA) compliant signing processes.Topaz Systems offers a broad array of electronic signature pads for use in teller- and nonteller-related transactions, along with bundled software, authentication and server tools, and plug-ins. Topaz solutions provide the capability for corporations to deploy their technology across any Web-based service and on any device, whether tailor-made or generic. Topaz signature pads are available in color and monochrome versions, wireless versions for use in drive-up teller environments, and pads that capture simultaneous electronic and paper signatures up to full legal clipboard size. (See Figures 10 and 11. ) The bank branch of the future 27 CASE STUDYIncentives at Bank of the West and Varicent If branch staff are to play a different role in the branch of the future, the question tha t arises is whether they should be compensated differently. To meet this challenge, Bank of the West chose Varicent SPM to manage incentive compensation and sales performance throughout the organization. Varicent’s SPM solution was chosen by Bank of the West because of its ability to provide a single system for all compensation plan management that easily integrates with all other existing systems within the bank. Varicent is an industry leader in providing incentive compensation (ICM) and sales performance management (SPM) solutions.Bank of the West, based in San Francisco, offers a full range of business, corporate, personal, trust and international banking services and operates more than 700 branch locations and commercial banking offices in 19 Western and Midwestern states. â€Å"Varicent’s solution will provide us with the unique ability to more effectively analyze important compensation and sales performance metrics. We will also use Varicent to improve the accu racy of our forecasts and to create effective sales incentive models that can drive the right behavior and maximize our future performance,† said Donald Duggan, senior executive vice president and CIO at Bank of the West.Varicent’s approach offers a lower total cost of ownership than alternative solutions and in-depth sales analytics to help understand performance, allowing for accurate forecasting and modeling of future plans. Streamlined administrative processes include the managing an