Play Review - Grace and Glorie essays

Play Review - Grace and Glorie essays The production Grace and Glorie was a variation from the odd couple play base. It shows that even though someone may not need help from someone, the help may come unexpectedly. Grace and Gloria end up helping each other at a time when they are both facing tragedies in their life. Grace Stiles was a ninety-year-old southern woman who is living with cancer. She lives in the Blue Ridge Mountains of West Virginia, where the story takes place. Grace's illness was gradually getting worse, and there was nothing that could be done to cure it, so she went home to live the rest of her life. Hospice, a special concept of care that was designed to help people with increasing illness, sent Gloria Whitman to take care of Grace. Gloria was a graduate of Harvard and a former power management consultant from Manhattan. She moved to Virginia because her husband had joined a power law firm and the move was also an attempt to get over the death of her twelve-year-old son. Grace does not need any help to cope with death. She released herself from the hospital and refused to take any pain medication because she "wants to be awake to meet death." The one who needed the help was not Grace, but it was Gloria. It is not until Gloria resigns from Hospice and goes back to Grace 's cottage when we start to see the compassion and love that is at the heart of everyone at Hospice. In the play, Grace urges Gloria to read aloud from a Hospice pamphlet titled the Signs and Symbols of approaching death. This pamphlet just explained what happens to the people as they are dying. After reading, the information that was read pertained to both Grace and Gloria. Grace and Gloria looked at each other after reading the pamphlet and realized what kind of roles they were going to play to each other. This play was dramatic but very uplifting. The elements of the play brought a sense of happiness to the play - the costumes of both characters kind of defined where ...

Gillette Company Case Study Essay Example | Topics and Well Written Essays - 1500 words

Gillette Company Case Study - Essay Example Quick ratio-Inventories are the least liquid of assets and face significant risks like they may be damaged or lost among others. They are hence reduced in calculating quick ratio. A higher quick ratio is also preferred. Cash Ratio- shows the percentage of current liabilities covered by cash and cash equivalents. This ratio measures the company’s ability to repay current liabilities using cash. A higher ratio is also recommended. A ratio of 1 and above is recommended since it indicates the ease to pay current liabilities using cash and cash equivalents, companies, however, opt to use available cash for other profit generating activities and hence the ratio is ideally less than 1. Gillette’s cash ratio is 0.19 which falls far below the recommended rate. This may show that the firm does not keep its revenues in cash, and this may hinder its ability to repay its current liabilities in the short term. These liquidity measures indicate that Gillette is not able to meet its current obligations with ease. That means that the firm has to sell some of its fixed assets in order to reduce chances of insolvency. There is therefore need for improvement by the management. The debt ratio is less than one indicating that the firm has more assets than debt. The rate is, however, higher than 0.5 which is the recommended level. This is a good indication since it implies less leverage and hence fewer financial risks but management should work on increasing the level of assets and reducing liabilities. Return on equity- this is a ratio of net income to total shareholder’s equity. It indicates the amount of profit the company makes for its owners. A high ratio is preferred by investors since they are assured of high returns on their investments. Inventory turnover- this is the ratio, of the cost of goods sold to inventories, showing the number of times the company restocked its inventory. A higher ratio indicates high sales as a result of fast movement of the

Being America's First Black President is Not an Impeachable Offense Essay

Being America's First Black President is Not an Impeachable Offense - Essay Example The extent to which this opposition is due to his politics and his race is discussed in the context of recent events. It is concluded that a president cannot enjoy success without reasonable cooperation with those from other political parties. Being America’s First Black President is Not an Impeachable Offense The concept of impeachment has a rich history in American rhetoric. The term emerged from France in the 1640s, and it refers to a judicial proceeding against a public official (OED, 2010). In the United States, only two presidents have ever been impeached: President Andrew Johnson in 1868 (for violating the Tenure of Office Act) and President Bill Clinton in 1998 (for alleged perjury). Both of these attempts at impeachment succeeded; however, they certainly sent a strong message to the accused and the country, and it is an important asset to a constitutional republic. A so-called â€Å"impeachable† offense by a Federal official could be any unethical or illegal ac tion. Regardless of its usefulness in ensuring the rule of law, it is a useful tool in political rhetoric because it signals a substantive opposition to someone in power. Now, opponents of President Barack Obama propose to impeach him because of a wide range of problems they see with his policymaking. Recently, one Republican lawyer drafted impeachment proceedings against the President because of his commitment to help Libyan rebels win their civil war (Smith, 2011). The â€Å"Impeach Obama Campaign,† which is a petition that claims over one million signatures, takes issue with nearly every development emerging from Obama White House (Shapiro, 2011). In a political environment like this, it is little wonder why the President’s opponents claim he has been an ineffective leader. As an expert on negotiation will say, it is impossible to produce good results when every proposal, every thought, and every action is stonewalled. The virtue of winning the political game is pra cticed more than the virtue of creating good policy in the contemporary political environment. However, unquestioning opposition to President Barack Obama is not a new phenomenon; it is something Americans have seen since the young Illinois Senator emerged as a serious candidate in the 2008 election cycle. According to writers at Politico, President Obama has demonstrated that he is not the kind of president with a naive hope to change Washington (Harris & VandeHei, 2010). This is demonstrated by the steps he took in 2010 to overhaul health care in the United States and a financial reform. For an advisor to the President, it is frustrating that despite these accomplishments, America is still not satisfied with the level of success they would like to see from the Federal government (Geraghty, 2010). He notes that any one of the President’s most significant accomplishments would have been celebrated much more heavily if there were any other president in the White House (Geraght y, 2010). Thus, the question becomes about the factors that are holding President Barack Obama back from being celebrated as a successful (or at least â€Å"effective†) president. Indeed, there seems to be a multitude of different factors, not the least of which is the critical opposition he faced from the other side of the political aisle. In what

Discrimination Against Homosexuals in the Workplace Essay

Discrimination Against Homosexuals in the Workplace - Essay Example Outline The main argument of the paper concerns a mythic nature of federal acts, prohibiting discrimination against homosexuals in the workplace. On the one hand, the Acts of 1975 and 2000 are focused on homosexuals’ rights protection in the workplace, but in reality, a few companies have been acting in compliance with the principles propagated by these Acts. Moreover, a straight society is not ready to accept homosexuals to the fullest extent. Social norms, moral underpinnings and stereotypes have always caused a negative impact on homosexuals in different spheres of their activity. Introduction From the historical perspective, the world’s governments were not too much enthusiastic about hiring gays or lesbians. This group of people was restricted from their rights’ protection, the grounds for dismissal were also found in homosexuality and many other negative impacts were caused by homosexuality until 1975. After 1975 a gradual shift of legal policies protecting rights of homosexuals emerged. Further on this tendency was developed in the Acts of 2000 (Dipboye & Colella, 2005). Nevertheless, it is relevant for the government not only to introduce regulations against homosexuals’ discrimination in the workplace, but also implement them in practice. Legal aspects In 1975 the Sex Discrimination Act was approved. Nevertheless, there are many arguments concerning interpretation of this Act: â€Å"†¦the prohibition against discrimination on grounds of ‘sex’ does not include a prohibition against discrimination on grounds of ‘sexual orientation† (Estlund, 2003). Therefore, an intrusion in the sexual life of homosexuals has been practiced by the majority of the companies. A so-called lavender ceiling for homosexuals was invented in some companies. Courts have taken different paths in spite of adopted federal regulations: â€Å"Although the courts rejected immorality as grounds for dismissing gay employees, the ir deference to administrative expertise and administrators' reliance on a common sense standard meant that distaste for homosexuals bolstered national security concerns† (Estlund, 2003). Thus, it is necessary not only to implement Acts against discrimination in the workplace, not only â€Å"on the paper†, but also in practice. The government has to prevent discrimination against homosexuals in the workplace in accordance with the Directive on Equal Treatment in Employment and Occupation (27 November 2000). By December 2003 these legal regulations had to be implemented to the fullest extent. Unfortunately, many homosexuals come across oppressing policies in their workplaces. The courts are not much concerned about sexual discrimination in the workplace. Very often legal regulations and rules are not efficient in practice. There is an interesting quotation concerning legal regulations on homosexuals’ discrimination in the workplace: â€Å"They [courts] treat disc rimination against women with small children as actionable sex discrimination, along with discrimination against aggressive women and effeminate men. Yet, for reasons not fully articulated, they refuse to treat discrimination against men in dresses as actionable† (Yuracko, 2003). It is evident that courts’ actions are full of inconsistencies. These decisions may at first look intricate and unprincipled. There is a need to propagate social policies directed on development of homogenized workplace. Employers’

Factors That Promote Human Trafficking

Factors That Promote Human Trafficking The trafficking of human is a growing epidemic. It is linked to money laundering, document forgery, drug trafficking and international terrorism. This is not an issue that is discussed at the dinner table, on television and in magazines. It is a direct threat to the national security of the United States because money made from human trafficking is directly linked to the funding of terrorist activities. Because freedom of choice and economic gain are at the heart of productivity, human trafficking impedes national and international economic growth. Within the next 10 years, crime experts expect human trafficking to surpass drug and arms trafficking in its incidence, cost to human well-being, and profitability to criminals (Schauer and Wheaton, 2006:164-165). The emergence of world single market has provided many people around the world with increased prospects of improving their economic plight. Because of this organized crime groups have used this opportunity for personal gain by trafficking other humans. Although the crime of human trafficking is not a new phenomenon, a global single market has increased competition and has intensified the demand for cheaper goods and services worldwide. As a result the impact of globalization and with the possibility for increased profits, it is likely that human trafficking will continue to be a part of human existence. Therefore the United States must recognize any connections between human trafficking and terrorist groups, which are treat to the security of the nation. The issue of the trade or trafficking human beings is still not mainstream as one may think. Most of the publications on this subject have been found to be limited, and analysis of it has largely been based on research reports articles and some coverage by the media. Despite the scarcity and lack of substance of the scientific production in this area, I will try to identify the main parameters of this issue and suggest some areas in which future research is needed. To accomplish this, I am relying primarily on academic works (articles, peer-reviewed periodicals) and research reports and publications. Definition of Human Trafficking The United States is a source, transit, and destination country for men, women, and children subject to trafficking in persons. Human trafficking happens in the United States to both U.S. citizens (USCs) and noncitizens, and occurs in every state (Trends in Organized Crime 14, no. 2/3: 267-271). Human trafficking is one of the most pressing issues facing the United States Department of Justice today. It is the recruitment, harboring, transportation, provision, or obtaining of a person for labor or services, through the use of force, fraud or coercion, and resulting in involuntary servitude, peonage, debt bondage, or slavery; or commercial sex act, through the use of force, fraud or coercion; or if the person is under 18 years of age, any commercial sex act, whether or not force, fraud or coercion is involved (Wheaton et al). Literature Review In order to conduct a comprehensive review of the literature associated with human trafficking I performed multiple searches of the literature using Google and EBSCOhost search engines. Most of which was done using the EBSCOhost search engine. My initial searches featured a wide array of directly related terms, including: human trafficking, international trafficking, domestic trafficking, sex trafficking, sexual exploitation, child prostitution, commercial sexual exploitation of children, forced labor, labor trafficking, labor exploitation, minor and modern day slavery. Most of the research, particularly research published in peer-reviewed journals, was limited to qualitative and quantitative studies. Information on the needs of trafficking victims and the services provided to this population was limited to information contained in Federal reports, non-peer reviewed journals, manuals and fact sheets. Firstly, I will begin by focusing on the role that organized crime seems to be playing in the development of this phenomenon and the extent of its involvement. After which I will provide a brief overview of the legislation that exists to combat the trade in human beings and some other options to be explored. We will conclude by proposing some avenues for further research. Trafficking is big business, but in many regions of the world, such as Southeast Asia, trafficking involves mostly disorganized crime: individuals or small groups linked on an hoc basis. There is no standard profile of traffickers (Feingold, David). This provided a starting point from which the author shows how traffickers come from different social and economic backgrounds. The author then transition into how trafficking kingpins are rare. However, the author fail to give any evidence to dispute whether or not human-trafficking is controlled by large criminal organizations. As the article progresses, the author transition from describing the groups of individuals that are most likely involved in human trafficking to describing how legalizing prostitution will increase trafficking and prosecution will not likely stop traffickers. Despite the political energies expended on human trafficking, there is little evidence that prosecutions have any significant impact on the aggregate levels of trafficking (Feingold, David). In 2010 an article by Tony Illia, and Tom Ichniowski claimed that Arizonas Immigration Law Troubles State Contractors. Arizonas newly enacted immigration law, which was meant to stem human trafficking and drug-related border violence, could have long-term consequences for the states flagging construction industry, in which employment is down 20% from a year ago (Illia, Tony, and Tom Ichniowski). The author went on to discuss the impact border violence as on innocent lives and how the new immigration law could affect the availability of labor. Just a week after Brewer signed the bill into law, five AK-47-toting, undocumented drug runners shot 53-year-old Pinal County Deputy Sheriff Louie Puroll during his routine patrol south of Casa Grande (Illia, Tony, and Tom Ichniowski). In an attempt to clarify the issue of trafficking, Senate Bill 1070 and the impact it as on the flagging construction industry in Arizona, the authors state that contractors are concerned about the availability of future labor. The potential fallout includes legal trouble (Illia, Tony, and Tom Ichniowski). Individuals who are targeted by traffickers are victims of a hideous crime. The supply in the market for human trafficking refers to labor provided by individuals trafficked for both labor and commercial exploitation (Wheaton et al). With this in mind, it seems entirely appropriate to consider the issue of human trafficking to be associated with worker migration. In order to put this into perspective, one should examine both the pressures exerted by social and economic policies in third world countries and the factors associated with the lure of wealthy countries and their demand for low skilled workers. Human traffickers participate in a monopolistically competitive market supplying a product in many forms. The price the trafficker will receive is based on availability of the desired product, characteristics of the product, the number of similar products available, and the negotiating acumen of the human trafficker (Wheaton et al). For many illegal immigrants the road to The American Dream usually leads form their home countries through Mexico and United States border. However, not all illegal immigrants are seeking a better life for themselves and their families. The act human trafficking also provides the opportunity for those wishing harm to the United States. Despite numerous international efforts to break up or stem the avenues used to traffic human, there are still a number of avenues available that potential terrorist can enter the United States undetected. Everyones talking about immigration and its not just Arizona. Although Arizonas Senate Bill 1070 drew attention this year for covering ground in how states tackle immigration, other states will take up the issue next year (Chavers, Mikel). Also of note, the author states that other states may seek to integrate measures that will help immigrants assimilate. Therefore, promote equal wages for all and prevent human trafficking. Although (Chavers, Mikel) address Arizonas new immigration bill, he failed to address what states like Missouri and Tennessee were going to with regards to immigration. Other scholarly articles reviewed concerning human-trafficking and the implications it as on national security focused relaxed laws but did not explain by these laws are not properly enforced. According to (Hepburn, Stephanie, and Rita Simon) the United States is one of the top ten destinations for trafficked people annually but gave no explanation about what factors contributed to this fact. Conclusion Despite increased attention to the problem of human trafficking into, and most recently within, the United States, knowledge and understanding of the issue remains fairly limited. Very little is known about the prevalence of trafficking and the number of victims; characteristics of the victims and perpetrators; the long-term impacts of human trafficking on victims, their families, and communities; the effectiveness of anti-trafficking programs; and best practices in meeting the complex needs of victims. More specifically, there is little literature on effective programs and services designed specifically for victims of human trafficking. There is a vast amount of research to be done. However, I would like to suggest the following topics in order to gain a better understanding of the problem with respect to host countries. Firstly, there should be more research on other types of human trafficking other than in the sex trade. In addition to data on the types of trafficking, the research should cover existing measures to combat those abuses and to offer support to trafficked persons. Finally, there needs to be research on victims needs at the various stages of their experience, how does trafficking affect their moral judgment and behavior, as well as on the means for combating human trafficking. Methodology and Research Strategy Introduction Human is a growing epidemic. It has been linked to money laundering, document forgery, drug trafficking and international terrorism. The issue of human trafficking is not discussed at the dinner table, on television and in magazines. Human trafficking is used exploit victims for prostitution, sweatshop labor, domestic work, and agricultural work. It is a crime against men, women, and children, who are usually poor and uneducated. They are usually promised a better life and increased economic opportunities; traffickers normally lure their victims into exploitative agreements. Human trafficking is a direct threat to the national security of the United States because money made from human trafficking is directly linked to the funding of terrorist activities. There are several causes for human trafficking, but the fundamental causes are the social and economic forces that function within a society. This leads to the question. What social and economic factors promote human trafficking and the implications on human trafficking on national security? Hypothesis There are numerous policies are in place that address human trafficking. But how is the public made aware of these policies, and how they are used remains questionable. Developed countries such as the United States have a much older population than that of the developing countries; this can lead to a shortage of younger workers who would tend to take up low skill jobs. The shortage of workers for low skill jobs suggests a potential demand for immigrant workers willing to take low skill jobs. Data and descriptive statistics The available data on trafficking is limited and unsatisfactory in many ways and I strongly encourage efforts to collect better data. To overcome some of the problems I used a mixed approach, combining both qualitative and quantitative approaches. The method used is content analysis. In order to answer the proposed question two articles were examined, they are Hidden in Plain Sight: Human Trafficking in the United States, and Economics of Human Trafficking. Both articles were examined with the following independent and dependent variables in mind: Dependent Variable: Opportunity. Opportunity is the fostering of social, economic and political stability, and the reduction both of migration caused by poverty. Also there should be policies that would promote both economic development and social inclusion. Independent Variable 1: Poverty. By improving childrens access to educational and vocational opportunities and increasing the level of school attendance, enhancing job opportunities by facilitating business opportunities for small and medium-sized enterprises would decrease poverty. Independent Variable 2: Conflict Social Unrest. By promoting good governance and transparency in economic transactions and adopting or strengthening legislative, educational, social, and penal legislation. These factors would discourage the demand that fosters all forms of exploitation of persons that leads to trafficking. Findings and Analysis Introduction A content analysis of these publications shows that the root causes of human trafficking are the greed of criminals, economic pressures, political instability and transition, and social and cultural factors. Some traffickers are involved in other transnational crimes. Criminal groups choose human trafficking because it is high-profit and often low risk, and because human trafficking does not require large capital investment. Trafficking victims fall prey to this practice because they seek a better life and or enhanced economic opportunities. They are vulnerable to false promises of good jobs and higher wages. There are other factors such as political instability, civil unrest, internal armed conflict, and natural disasters result in an increase in trafficking. The destabilization and displacement of populations increase their vulnerability to exploitation and abuse through trafficking and forced labor. War and civil strife may lead to massive displacements of populations, leaving orphans and street children extremely vulnerable to trafficking. In some countries, social or cultural practices contribute to trafficking an example of this is the devaluation of women and girls. Some parents accept payment for their children, with the hope that the children will be escaping a situation of poverty and move to a place where there will be a better life and more opportunities. Risk Factors We know that poverty and vulnerability are powerful predictors of whether a person will be trafficked. We know that governmental corruption plays an important role as well. The lack of employment opportunity pushes the vulnerable across borders and into the chance being controlled by traffickers. Decreasing the incidence of human trafficking requires collaboration across professional fields to discover and handle limited agency (Schauer and Wheaton, 2006:164-165). In recognition of this problem the United Nations General Assembly has promulgated a Convention Against Transnational Organized Crime (2000), which includes a specific protocol to Prevent, Suppress and Punish Trafficking in Persons, especially Women and Children. One of the key aims of the Convention and the Protocol is to standardize terminology, laws, and practices (Schauer and Wheaton, 2006:164-165). Poverty, social unrest, government corruption, population pressure, and the perception of opportunity are determining factors of human trafficking. Many of these factors are related. If a country has a young population profile, there can be intense competition for employment and a concomitant lack of perceived opportunity. An individual or household can determine how much labor to provide based on compensation offered for the hours of labor (Schauer and Wheaton, 2006:164-165). Figure1. Framework for human trafficking Combating Human Trafficking Human trafficking prevention initiatives often involve poverty alleviation programs and awareness. This often times accomplished by establishing what the key drivers of human trafficking are. They may include household income or lack of understanding about trafficking and migration. Research also links poverty, lack of education, and limited understanding about the risk associated with human trafficking .The impact of programs aiming at preventing and or reducing human trafficking has been low and challenging to measure. Despite the attempts to educate those at risk, still, thousands are trafficked every year. It is more complicated in many than simply poverty and lack of knowledge. There is a clear need for the effective of poverty alleviation, awareness, and alternative livelihoods. While it is critical for the US to increase anti-trafficking efforts in regards to trafficking for the purpose of forced labor, trafficking for the purpose of commercial sexual exploitation still remain s a concern (Hepburn, Stephanie, and Rita Simon). Despite the political efforts on human trafficking, there is little that prosecutions have any significant impact on the levels of human trafficking in the United States. Even with a well-trained law enforcement and judicial system few individuals were given T visa (Hepburn, Stephanie, and Rita Simon). There needs to be policies in place that support limiting immigration without increasing trafficking by forcing many desperate people to smugglers. If people can cross borders to pursue opportunity relatively freely, I would suggest that it is difficult for traffickers to trick or coerce people into being trafficked. It is important to remember that criminals are inventive and opportunistic. They operate in a context of extreme and violent competition. Their conditions of work are dynamic and liable to dramatic and abrupt change. For all these reasons criminals are good at adapting to new situations and new technologies. As new forms of communication, new methods of transportation and new ways of controlling and exploiting people emerge; traffickers will rapidly take them up and subvert them to criminal uses. The challenge to all who would address trafficking in persons is to be prepared for such adaptations, both through applicable law and creative enforcement, and through well-grounded, rigorous research. Many United States citizens are removed from the issue of human trafficking because they view it as an underground industry whose victims are primarily immigrants (Hepburn, Stephanie, and Rita Simon). Conclusion Human trafficking affects more the individual been trafficked. Resources such as jobs for legal migrant workers and public facilities may be used by the illegals, thus displacing resources for legal residents. Poverty is shown to be significant factor that contributes to human trafficking. Some of the most obvious strategies for slowing human trafficking are the following factors: Reduce governmental corruption. Population control measures, especially poverty reduction Increasing educational opportunities Tackling inequalities in wealth Promote subsistence and social guarantees. Conclusion The challenges associated with combating human trafficking and protecting victims are overwhelming. It requires multidimensional approach to address the issue of human trafficking. It should include not only legislative initiatives and crime prevention, but also job training, rights protection, and development initiatives. Effective strategies should be comprehensive and provide for collaboration among governments, and affected communities. Services provided through partnerships, and ongoing outreach and education will produce an effective response to the needs of victims. Working with different groups of trafficking victims represent an untapped wealth of practical knowledge and expertise on how to develop appropriate assistance and treatment programs that victims of human trafficking need.

The Nature of Time and Change in William Faulkners A Rose for Emily Es

The Nature of Time and Change in William Faulkner's A Rose for Emily In "A Rose for Emily," William Faulkner's use of language foreshadows and builds up to the climax of the story. His choice of words is descriptive, tying resoundingly into the theme through which Miss Emily Grierson threads, herself emblematic of the effects of time and the nature of the old and the new. Appropriately, the story begins with death, flashes back to the near distant past and leads on to the demise of a woman and the traditions of the past she personifies. Faulkner has carefully crafted a multi-layered masterpiece, and he uses language, characterization, and chronology to move it along, a sober commentary flowing beneath on the nature of time, change, and chance-as well as a psychological narrative on the static nature of memory. Faulker begins his tale at the end: after learning of Miss Emily's death, we catch a glimpse of her dwelling, itself a reflection of its late owner. The house lifts "its stubborn and coquettish decay" above new traditions just as its spinster is seen to do, "an eyesore among eyesores" (Faulkner, 666). The narrative voice suggests the gossipy nature of a Southern town where everyone knows everyone else, and nosy neighbors speculate about the affairs of Miss Emily, noting her often antiquated ways and her early retirement. In fact, it appears as if the town itself is describing the events of Miss Emily's life, the first-person plural "we" a telling indication. The first explicit example of this occurrence takes place during the flashback in the second section, when, in speaking of her sweetheart, the narrator parenthetically adds "the one we believed would marry her" (667). In the opening characterization, many de... ...hich no winter ever quite touches, divided from them now by the narrow bottle-neck of the most recent decade of years" (672). This description would seem to explain the static nature of an unchanging Miss Emily-"the carven torso of the idol in a niche" (671)-the tableau vivant framed by the "back-flung front door" (668) through which the secret might be unlocked-and the unchanging nature of the manservant. It would seem Faulkner has woven a multifaceted tapestry with its warp and woof firmly anchored to universal-and therefore timeless-truth, while his historical particulars form the aesthetic shag bedecking its surface: the changeless world of being beneath, the straining world of becoming above. Works Cited: Faulkner, William. "A Rose for Emily." Literature: The Human Experience. 8th ed. Ed. Richard Abcarian and Marvin Klotz. Boston: Bedford, 2002. 666-672.

Customer Satisfaction Essay

Introduction The need to measure customer satisfaction is essential for any organization. PART understands the importance of building and effectively managing the relationship with riders. To do so it needs to understand and meet rider expectations. It is imperative to identify the parameters which cause customer satisfaction or dissatisfaction and continuously measure them to bring about the changes needed on the basis of customer perceptions. Objectives The Primary objective of the Customer Satisfaction Survey is to determine satisfaction levels of PART Express riders. Secondary objectives are to determine ridership demographics, price sensitivity, what marketing channel is best to target respondents, the level of satisfaction on specific PART attributes, and determine ways PART can improve services. Determining ridership demographics will aid PART in understanding its current customers, as well as identifying target markets. Understanding which marketing channel works best to gain riders will give PART an indication of where to focus strategic marketing efforts. Attribute levels will break down each element of the PART experience and allow respondents to rate each task, giving detailed information beneficial for improving customer satisfaction. Methodology PART targeted existing Express riders for the customer satisfaction survey. Surveys were distributed to all Express routes, PART’s email list, Facebook, Twitter, as well as posted on the homepage of the PART website; designated to capture a demographic mix of respondents. 530 completed surveys were received and analyzed. Respondents are estimated to be roughly 50% of ridership and constitute an adequate survey sample size. The survey consisted of 19 questions, formatted as open ended, 5 point Likert Scale, basic demographics, and numerical questions (Appendix A). Respondent Profile Based on the demographic information received on the survey, it has been concluded that 60.5% of respondents were female and 39.4% male (Figure 1). The prevalent age range, at 26.9% was 55-64 years old (Figure 1). 72.2% of the respondents answered full time for their employment status, 21.5% and chose $30,000$44,999 as their annual income (Figure 3). When asked â€Å"which best describes your race?† respondents answered 61.6% White, 31.3% Black, and 7.1% Other (Figure 2). Based on the open-ended question of â€Å"Where do you  work†, 418 determined the top 5 largest employers. Baptist Hospital was the largest with 93 responses, Wells Fargo, UNCG, and GTCC were second with 14 responses each, Forsyth Medical Center and BB&T were third with 10 responses, Forsyth Tech Community College was fourth with 8 responses, Moses Cone and Tyco both came in fifth with 7 responses (Figure 2). Findings When respondents were asked to â€Å"Rate your level of satisfaction with PART†, 92.4% responded Somewhat to Highly Satisfied. 4.5% were Neutral, 2.2% responded Dissatisfied and less than < 1% were Very Dissatisfied (Figure 3). When asked â€Å"How long have you used PART services?† 22.8% answered less than 6 months, 13.5% answered 6 months to 1 year, 32% answered 1 to 3 years, 23.3% answered 3 to 5 years, and 8.1% answered 5 years or more (Figure 4). 56.7% of the respondents stated that they rode PART every day (Figure 5). The Routes which showed highest were Surry Express with 32.8% ridership, Greensboro Express with 30% ridership and Winston-Salem Express with 28.3% ridership (Figure 6). To determine price sensitivity a few new questions about fares were added to the survey this year. When asked â€Å"If you drove to work each day, how much would it cost?† 29.6% of respondents answered $15.00-$30.00. This was calculated by multiplying the daily round trip miles by 51 cents. The average PART rider saves $5,850 per year by riding. (Avg. Cost $22.50 times 260 work days per year) Of the 530 respondents 77.7% responded that $2.40 One-Way/$74.50 31-Day Pass was a fair price to ride PART Express (Figure 9). Nearly half of the respondents felt that they received a good value for the cost of the service (Figure 10). An attribute table was used to measure the satisfaction level of PART Express riders from the following categories: customer service, professionalism, quality of transportation, understanding customers’ needs, bus operator performance, PART Hub staff performance, price, and convenience of transportation. These attributes seem to be going down in satisfaction rating since last year. (Figure 7). To help identify the best channel for reaching new PART Express riders, respondents were asked â€Å"Which PART marketing tools have you seen/heard?† TV Commercials surpassed all other channels with 63.7%, the Email Messages was second highest with 42.8%, and 35.6% of respondents heard about PART through Billboards (Figure 8). When asked â€Å"What is the best way to communicate with you?† respondents requested that Email Messages and Flyers inside the buses was the best way to reach them (Figure10). Recommendations PART will review survey responses and categorize results to distribute to appropriate departments for further examination. After reviewing survey responses, areas of improvement will be identified. With demographic information attained about PART Express riders, it is recommended that the results be used by the Marketing department to promote PART services to retain current riders, and to acquire potential riders. A demographic profile of the PART typical rider has been determined and should be used as a reference for marketing purposes, to determine the characteristics and interests of the majority of current PART Express Riders. Many route, schedule and service recommendations were suggested and will be reviewed. From these suggestions PART should determine if changes suggested, are necessary and need to be made to existing routes. Potential areas that are not currently served need to be examined to see if there is potential ridership available. The Customer Satisfaction Survey will be conducted once per year during the fourth quarter of the PART fiscal year. Results to this survey will be publicized on the PART website and in a press release to the media.