Earned Value Management Essay Example | Topics and Well Written Essays - 750 words

Earned Value Management - Essay Example It compares the work finished with the estimates made at the beginning of the project, which gives a measure of how far the project is from being finished. Inferring from the amount of work already put into the project, a project manager can get reasonable prediction as to how much resources the project will have used at completion. EVM was used in the 1800s as industrial engineers looked for ways to measure performance in factories. The United Stated Department of Defense (DOD), in the 1960s, employed the Cost/Schedule Control System Criteria (C/SCSC) which is now referred to as the Earned Value Management System (EVMS), a recognized function of program management, which ensures that technical, cost, schedule, and aspects of a contract are truly integrated. The DOD used the C/SCSC cost system simply because their contractors ran over budget, lag behind schedule, had no ability to guesstimate an acceptable cause-effect relationship of how cost, schedule or scope impacted multiple and simultaneous projects. As a result, the government requested that contractors were no longer permitted to forecast costs by subtracting project actual costs from the original budget. With the EVMS, which includes organized components of the project's schedule, budget estimate and scope of work, project's forecast costs at completio n of project are more accurately determined (Warhoe, 2004). However, after nearly four decades, EVM clearly has not achieved its actual or perceived potential. Of the innumerable projects, less than 1% use the EVM application. One reason suggested in literature for the low usage of EVM and procurement is the contract type selection bias toward cost-reimbursable (CR) contracts. Literature review addressing EVM and procurement, indicate that there are mixed beliefs on contract type selection (Marshall, 2005). Conventional use of EVM with CR contracts, were limited to large United States government departments such as the National Aeronautics and Space Administration (NASA). Today NASA employs EVM to support President Bush's Management Agenda specifically to improve competitive sourcing by providing better historical performance data; to enhance financial performance by helping measurement of performance against the budget; and to advance NASA budget and performance integration by integrating management of technical requirements, schedule, and budget risks. In contrast, many project practitioners, experts and literature reviews argue in support of using fixed price (FP) contracts. Kelvin Yu described how EVM was effectively used with a FP contract to renovate a wind tunnel operated by NASA. For instance, Yu utilized EVM in defining the project scope, developing negotiating tools such as "should cost estimate", and directing and integrating the actual work of multiple contractors working on a project. Quentin Fleming and Joel Koppleman agree because both have noted the efficiency and effectiveness of EVM with FP contracts. Authors are suggesting the use EVM with FP contracts and provide sound rationale for their beliefs and claims. They made a good case for continuous use of FP (Marshall, 2005). For those such as Karen Evans, an Office of Management and Budget (OMB) Administrator of e-government and Information Technology, who testified last spring before the House Government Reform Committee, EVM has not been of much service. Her complaint

Computerized Library System Essay Example for Free

Computerized Library System Essay Chromosomal aberrations are disruptions in the normal chromosomal content of a cell and are a major cause of genetic conditions in humans, such as Down syndrome, although most aberrations have little to no effect. Some chromosome abnormalities do not cause disease in carriers, such as translocations, or chromosomal inversions, although they may lead to a higher chance of bearing a child with a chromosome disorder. Abnormal numbers of chromosomes or chromosome sets, called aneuploidy, may be lethal or may give rise to genetic disorders. Genetic counseling is offered for families that may carry a chromosome rearrangement. The gain or loss of DNA from chromosomes can lead to a variety of genetic disorders. Human examples include: * Cri du chat, which is caused by the deletion of part of the short arm of chromosome 5. Cri du chat means cry of the cat in French; the condition was so-named because affected babies make high-pitched cries that sound like those of a cat. Affected individuals have wide-set eyes, a small head and jaw, moderate to severe mental health issues, and are very short. * Down syndrome, the most common trisomy, usually caused by an extra copy of chromosome 21 (trisomy 21). Characteristics include decreased muscle tone, stockier build, asymmetrical skull, slanting eyes and mild to moderate developmental disability.[51] * Edwards syndrome, or trisomy-18, the second-most-common trisomy.[citation needed]Symptoms include motor retardation, developmental disability and numerous congenital anomalies causing serious health problems. Ninety percent of those affected die in infancy. They have characteristic clenched hands and overlapping fingers. * Isodicentric 15, also called idic(15), partial tetrasomy 15q, or inverted duplication 15 (inv dup 15). * Jacobsen syndrome, which is very rare. It is also called the terminal 11q deletion disorder.[52] Those affected have normal intelligence or mild developmental disability, with poor expressive language skills. Most have a bleeding disorder called Paris-Trousseau syndrome. * Klinefelters syndrome (XXY). Men with Klinefelter syndrome are usually sterile, and tend to be taller and have longer arms and legs than their peers. Boys with the syndrome are often shy and quiet, and have a higher incidence of speech delay and dyslexia. Without testosterone treatment, some may develop gynecomastia during puberty. * Patau Syndrome, also called D-Syndrome or trisomy-13. Symptoms are somewhat similar to those of trisomy-18, without the characteristic folded hand. * Small supernumerary marker chromosome. This means there is an extra, abnormal chromosome. Features depend on the origin of the extra genetic material. Cat-eye syndrome and isodicentric chromosome 15 syndrome (or Idic15) are both caused by a supernumerary marker chromosome, as is Pallister-Killian syndrome. * Triple-X syndrome (XXX). XXX girls tend to be tall and thin and have a higher incidence of dyslexia. * Turner syndrome (X instead of XX or XY). In Turner syndrome, female sexual characteristics are present but underdeveloped. Females with Turner syndrome often have a short stature, low hairline, abnormal eye features and bone development and a caved-in appearance to the chest. * XYY syndrome. XYY boys are usually taller than their siblings. Like XXY boys and XXX girls, they are more likely to have learning difficulties. * Wolf-Hirschhorn syndrome, which is caused by partial deletion of the short arm of chromosome 4. It is characterized by severe growth retardation and severe to profound mental health issues. Cri du chat syndrome, also known as chromosome 5p deletion syndrome, 5p minus syndrome or Lejeune’s syndrome, is a rare genetic disorder due to a missing part ofchromosome 5. Its name is a French term (cat-cry or call of the cat) referring to the characteristic cat-like cry of affected children. It was first described by Jà ©rà ´me Lejeune in 1963.[1] The condition affects an estimated 1 in 50,000 live births, strikes all ethnicities, and is more common in females by a 4:3 ratio. Signs and symptoms The syndrome gets its name from the characteristic cry of affected infants, which is similar to that of a meowing kitten, due to problems with the larynx and nervous system. About 1/3 of children lose the cry by age 2. Other symptoms of cri du chat syndrome may include: * feeding problems because of difficulty swallowing and sucking. * low birth weight and poor growth. * severe cognitive, speech, and motor delays. * behavioral problems such as hyperactivity, aggression, tantrums, and repetitive movements. * unusual facial features which may change over time. * excessive drooling. * constipation. - Genetics Cri du chat syndrome is due to a partial deletion of the short arm of chromosome number 5, also called 5p monosomy. Approximately 90% of cases results from a sporadic, or randomly-occurring, de novo deletion. The remaining 10-15% are due to unequal segregation of a parental balanced translocation where the 5p monosomy is often accompanied by a trisomic portion of the genome. These individuals may have more severe disease than those with isolated monosomy of 5p. Most cases involve total loss of the most distant 20-10% of the material on the short arm. Fewer than 10% of cases have other rare cytogenetic aberrations (e.g., interstitial deletions, mosaicisms, rings and de novo translocations). The deleted chromosome 5 is paternal in origin in about 80% of de novo cases. Loss of a small region in band 5p15.2 (cri du chat critical region) correlates with all the clinical features of the syndrome with the exception of the catlike cry, which maps to band 5p15.3 (catlike critical region). The results suggest that 2 noncontiguous critical regions contain genes involved in this conditions etiology. Two genes in these regions, Semaphorine F (SEMA5A) and delta catenin(CTNND2), are potentially involved in cerebral development. The deletion of the telomerase reverse transcriptase (hTERT) gene localized in 5p15.33 may contribute to the phenotypic changes in cri du chat syndrome as well. people with cri du chat syndrome Down syndrome (DS) or Downs syndrome, also known as trisomy 21, is achromosomal condition caused by the presence of all or part of a third copy ofchromosome 21.[1] Down syndrome is the most common chromosome abnormality in humans.[2] It is typically associated with a delay in cognitive ability (mental retardation, or MR) and physical growth, and a particular set of facial characteristics.[1] The average IQ of young adults with Down syndrome is around 50, compared to children without the condition with an IQ of 100.[1][3] (MR has historically been defined as an IQ below 70.) A large proportion of individuals with Down syndrome have a severe degree of intellectual disability. Genetics Karyotype for trisomy Down syndrome. Notice the three copies of chromosome 21 Down syndrome disorders are based on having too many copies of the genes located on chromosome 21. In general, this leads to an overexpression of the genes.[54] Understanding the genes involved may help to target medical treatment to individuals with Down syndrome. It is estimated that chromosome 21 contains 200 to 250 genes.[55] Recent research has identified a region of the chromosome that contains the main genes responsible for the pathogenesis of Down syndrome.[56] The extra chromosomal material can come about in several distinct ways. A typical human karyotype is designated as 46,XX or 46,XY, indicating 46 chromosomes with an XX arrangement typical of females and 46 chromosomes with an XY arrangement typical of males.[57] In 1–2% of the observed Down syndromes.[58] some of the cells in the body are normal and other cells have trisomy 21, this is called mosaic Down syndrome (46,XX/47,XX,+21).[59] [60] Trisomy 21 Trisomy 21 (47,XX,+21) is caused by a meiotic nondisjunction event. With nondisjunction, agamete (i.e., a sperm or egg cell) is produced with an extra copy of chromosome 21; the gamete thus has 24 chromosomes. When combined with a normal gamete from the other parent, the embryo now has 47 chromosomes, with three copies of chromosome 21. Trisomy 21 is the cause of approximately 95% of observed Down syndromes, with 88% coming from nondisjunction in the maternal gamete and 8% coming from nondisjunction in the paternal gamete.[58] The actual Down syndrome critical region encompasses chromosome bands 21q22.1-q22.3.[61] Edwards syndrome (also known as Trisomy 18 (T18) or Trisomy E) is a genetic disordercaused by the presence of all or part of an extra 18th chromosome. It is named after John H. Edwards, who first described the syndrome in 1960.[1] It is the second most commonautosomal trisomy, after Down syndrome, that carries to term. Edwards syndrome occurs in around one in 6,000 live births and around 80 percent of those affected are female.[2] The majority of fetuses with the syndrome die before birth.[2]The incidence increases as the mothers age increases. The syndrome has a very low rate of survival, resulting from heart abnormalities, kidney malformations, and other internal organ disorders. Signs and symptoms Children born with Edwards syndrome may have some or all of the following characteristics: kidney malformations, structural heart defects at birth (i.e., ventricular septal defect, atrial septal defect, patent ductus arteriosus), intestines protruding outside the body (omphalocele), esophageal atresia, mental retardation, developmental delays, growth deficiency, feeding difficulties, breathing difficulties, and arthrogryposis (a muscle disorder that causes multiple joint contractures at birth).[3][4] Some physical malformations associated with Edwards syndrome include small head (microcephaly) accompanied by a prominent back portion of the head (occiput); low-set, malformed ears; abnormally small jaw (micrognathia); cleft lip/cleft palate; upturned nose; narrow eyelid folds (palpebral fissures); widely spaced eyes (ocular hypertelorism); drooping of the upper eyelids (ptosis); a short breast bone; clenched hands; choroid plexus cysts; underdeveloped thumbs and or nails,absent radius, webbing of the second and third toes; clubfoot or Rocker bottom feet; and in males, undescended testicles. of choroid plexus cysts, which are pockets of fluid on the brain. These are not problematic in themselves, but their presence may be a marker for trisomy Genetics Edwards syndrome is a chromosomal abnormality characterized by the presence of an extra copy of genetic material on the 18th chromosome, either in whole (trisomy 18) or in part (such as due to translocations). The additional chromosome usually occurs beforeconception. The effects of the extra copy vary greatly, depending on the extent of the extra copy, genetic history, and chance. Edwards syndrome occurs in all human populations but is more prevalent in female offspring.[7] A healthy egg and/or sperm cell contains individual chromosomes, each of which contributes to the 23 pairs of chromosomes needed to form a normal cell with a typical human karyotype of 46 chromosomes. Numerical errors can arise at either of the two meiotic divisions and cause the failure of a chromosome to segregate into the daughter cells (nondisjunction). This results in an extra chromosome, making the haploid number 24 rather than 23. Fertilization of eggs or insemination by sperm that contain an extra chromosome results in trisomy, or three copies of a chromosome rather than two.[8] Trisomy 18 (47,XX,+18) is caused by a meiotic nondisjunction event. With nondisjunction, a gamete (i.e., a sperm or egg cell) is produced with an extra copy of chromosome 18; the gamete thus has 24 chromosomes. When combined with a normal gamete from the other parent, the embryo has 47 chromosomes, with three copies of chromosome 18. with edwards syndrome Isodicentric 15, also called idic(15), partial tetrasomy 15q, or inverted duplication 15 (inv dup 15), is a chromosome abnormalityin which a child is born with extra genetic material from chromosome 15. People with idic(15) are typically born with 47 chromosomes in their body cells, instead of the normal 46. The extra chromosome is made up of a piece of chromosome 15 that has been duplicated end-to-end like a mirror image. It is the presence of this extra genetic material that is thought to account for the symptoms seen in some people with idic(15). Individuals with idic(15) have a total of four copies of this chromosome 15 region instead of the usual two copies (1 copy each on the maternal and paternal chromosomes). The extra chromosome is rarely found in mosaic state, i.e. some of the cells carry the marker chromosome. However, mostly because of the markers instability and tendency to be lost during cell division (mitosis), some cells are completely normal with 46 chromosomes. Occasionally, cells may have more than one idic(15), resulting in 48 or 49 chromosomes in all or some of their cells. A similar clinical picture albeit to a milder degree could be expected in individuals that have the extra chromosome 15 material as an interstitial duplication; not as a marker chromosome; thus having 46 chromosomes.[1][2] Signs and symptoms Individuals with idic(15) have delays in language development and motor skills such as walking or sitting up. Other traits may include low muscle tone (hypotonia), seizures, short stature, and mental retardation. Distinctive facial features associated with idic(15) may include epicanthal folds (skin folds at the inner corners of the eyes), a flattened nasal bridge, button nose, and a high arched palate (roof of the mouth). Some individuals with idic(15) also have features of autism, such as problems with communication, social interactions, and repetitive and stereotyped behaviors (e.g., lining up toys, playing with a toy in the same manner over and over again, hand flapping, rocking back and forth). These are some mild features but with a severe person there may be more such as inability to talk at all. Genetics Generally, idic(15) is not inherited; it is said to appear de novo; in one member of the family, by chance. In most cases, the abnormal chromosome is generated in the mothers germ cells; oocytes. This finding is due to ascertainment bias; i.e. cases with maternally derived idic(15) usually have clinical findings and attract attention but those with paternally derived idic(15) usually do not. Thus, established cases are usually patients with maternally inherited idic (15).[4] . The smallest markers appear to be harmless and they may go undetected. However, if they are large enough to contain a number of important genes, they may result in idic(15) syndrome which is characterized by mental retardation, autism and other neurological symptoms.[5] One of the regions responsible for the symptoms of idic(15)syndrome is the critical PWS/AS-region named after the Prader-Willi and/or Angelman syndromes. Jacobsen Syndrome, also known as 11q deletion disorder, is a rare congenital disorder resulting from deletion of a terminal region of chromosome 11 that includes band 11q24.1. It can cause intellectual disabilities, a distinctive facial appearance, and a variety of physical problems including heart defects and a bleeding disorder. The syndrome was first identified by Danish physician Petra Jacobsen,[1] and is believed to occur in approximately 1 out of every 100,000 births. Possible characteristics * Heart defects * Mild to severe intellectual disabilities * Low-platelets (thrombocytopenia) * Facial/skeletal (dysplasia) * Wide-set eyes caused by trigonocephaly * Folding of the skin near the eye (epicanthus) * Short, upturned nose (anteverted nostrils) * Thin lips that curve inward * Displaced receding chin (retrognathia) * Low-set, misshapen ears * Permanent upward curvature of the pinkie and ring fingers (camptodactyly) * Large great toes/Hammer toes Klinefelters syndrome, 47, XXY, or XXY syndrome is a condition in which a human has an extra X chromosome. While females have an XX chromosomal makeup, and males an XY, affected individuals have at least two X chromosomes and at least one Y chromosome.[1] Because of the extra chromosome, individuals with the condition are usually referred to as XXY Males, or 47, XXY Males.[2] This chromosome constitution (karyotype) exists in roughly between 1:500 to 1:1000 live male births[3][4] but many of these people may not show symptoms. The physical traits of the syndrome become more apparent after the onset of puberty, if at all.[5] In humans, 47,XXY is the most common sex chromosome aneuploidy in males[6] and the second most common condition caused by the presence of extra chromosomes. Other mammals also have the XXY syndrome, including mice. Patau syndrome, also known as trisomy 13 and trisomy D, is a chromosomalabnormality, a syndrome in which a patient has an additional chromosome 13 due to anondisjunction of chromosomes during meiosis. Some are caused by Robertsonian translocations, while others are caused by mosaic Patau syndrome. The extra chromosome 13 disrupts the normal course of development, causing heart and kidney defects, amongst other features characteristic of Patau syndrome.[vague] Like allnondisjunction conditions (such as Down syndrome and Edwards syndrome), the risk of this syndrome in the offspring increases with maternal age at pregnancy, with about 31 years being the average.[1] Patau syndrome affects somewhere between 1 in 10,000 and 1 in 21,700 live births.

Rhetorical Textual Analysis of Attending to the Word

Rhetorical Textual Analysis of Attending to the Word Deidre Mahoney has been leaving pencil marks in books for years (398). She leaves comments and questions to material within the reading. Shell also mark important or meaningful words. It has helped her increase her awareness and be able to comprehend whatever she is reading at the time (398). She states the only way to read a book is to glide a pencil across the page (397). Why does this leave her classroom in a shock? As she teaches her students, she realizes there is something wrong with the school system because her students dont want to write inside their books (397). Students have been conditioned in elementary and high school to not write inside books that dont belong to them. Mahoney fears this restricts them from enhancing brain development and increasing awareness (400). In Deirdre Mahoneys article Attending to the Word, she argues her students cant comprehend intensive thinking while reading due to lack of pencil in hand to take notes (397). Throughout Mahoneys article, she uses a variety of rhetorical tools that support her argument. She uses a qualifier when she states why the students behave the way they do about writing in books (397). She understands the way theyve been conditioned and doesnt necessarily disapprove of their lack of penciling (399). It is a fact that students are told to not write in their books or textbooks during school. They have become accustomed to that rule. Once they realize that the rule doesnt apply, they dont know how to do something different. Writing in a book after not doing so for years is a big change, and many people dont handle change well. Mahoney uses the rhetorical tool of description throughout her entire article. She describes her worries, expectations, and the wishes she has for her students. In Mahoneys article, she uses first person point of view which helps her readers relate. Her article comes from personal experience; therefore, her audience will be more interested in reading. She writes in an easy-to-understand manner. She gets her point across and lets readers flow along with her as she talks. Mahoneys introduction is the strong suit of her article. It draws her audience in by using a general topic sentence. She doesnt give much detail right away, leaving her audience wanting more. Mahoney engages the opposing positions by ending her introduction with a question and then an answer to her question. The statement makes her oppositions want more information to argue against and to see why she believes the way she does. Mahoneys voice is seen in this article when she narrates her reasoning behind scribbling all over a books page (398). She voices personal experience and beliefs, which makes this article so empowering. She demonstrates the good, and little bad there is, throughout this piece. Within her voice, she uses contextual elements such as cultural context. She understands what students become accustomed to at a certain age (397). The major subtext she uses happens to be her voice. An opinion is strong because it is the only power a human truly has. Mahoney takes advantage of that throughout her article and persuades her audience to lean towards her side. Mahoney used many extra elements in her article. She used facts and appropriate language to operate through her article. Her facts, opinion, and language intensify her idea by drawing the attention she wants and then continuing to keep the reader engaged. Diedre Mahoneys context is shaped well because she clung to her topic throughout the entire article. Any ideas or points she brought in didnt stray away from the purpose of her writing. The context shapes the subtext in a way as well. The topic Mahoney chose to write about is a debatable, yet easy topic to understand. Putting together a subtext about such a topic comes easy. Mahoney seems to understand there are opposing opinions and she reacts to them well in her article. She is sure to see both sides and quickly come up with a response to anything one might say. Mahoney critically thought out her article and the elements she used within the piece. She could argue why students cant comprehend intensive thinking reading without a pencil in hand (398). She uses a strong voice, a strong topic, rhetorical tools, and writing elements to support her purpose and make her argument strong. Diedre Mahoney has successfully educated and informed her audience on the importance, or lack thereof, gracing a pencil along the page as it is read. Works Cited Mahoney, Dierdre. Attending to the Word. The Composition of Everyday Life. Ed. John Mauk and John Metz. Cengage Learning, 2016.

Knights and Thier Role In Medieval Society Essay -- European History

Knights and their role in medieval society. Knights were an integral part of medieval society. They originally began with primitive warriors such as the Mongols who fought on horseback for added speed and power, but quickly advanced to chivalrous gentleman such as the Normans. Much has been written about medieval knights with the most famous being a series of legends about King Arthur and his Knights of the Round Table. Arthur and his knights were the ultimate example of what a perfect knight should have been. They were brave and skilful in battle, but merciful to their enemies once vanquished. They were courteous to ladies, and never ate or drank to excess. Knights associated in groups which they called orders. They vowed loyalty to the king they fought under and formed military org...

Servequal Model

SERVEQUAL MODEL (Measuring Service Quality of Hospitals in Larkana) Author 1: Sumeet Seedani (SZABIST) Contact #: 03333633233 Email: [email  protected] com Author 2: Naveed Anwar Contact number: 03562141247 Email address: [email  protected] szabist. edu. pk Table of contents: Abstract03 Introduction and04 Literature Review05 Importance07 Research Methodology08 Five Dimensions (Variables)09 Data Analysis10 Findings11 Conclusion12 Bibliography13 ABSTRACTService quality is a concept that has stimulated considerable interest and debate in the research literature because of the difficulties in both defining and measuring it. Customer satisfaction and service quality always treated together as customer’s perception and expectation, and the gap will show the result of the total satisfaction. The aim of the study is to rank the 5 dimensions of the service quality to measure the service quality of hospitals in larkana with the help of SERVEQUAL Model.This study also examines the Se rvice quality gap by measuring the gap between Hospital’s patient’s expectations and perceptions. This research shows that all the dimensions of the service are very much important for the service quality. Tangibility was rated as the most important dimension followed by assurance, reliability, responsiveness and empathy. The questionnaire used for this study was â€Å"SERVICE Quality: SERVEQUAL (Parasuraman, Zeithaml, and Berry 1986, 1988)†. The measurements used were on the basis of SERVEQUAL Model which is the best way to measure the service quality.This study state that the expectations were so much high but the perceptions are not that much strong and there is a huge gap between Patient’s Expectations and perception. Key words: Service quality, Customer satisfaction, perception and expectation, gap, Tangibility, assurance, reliability, responsiveness empathy. Introduction SERVEQUAL model is a method to measure a service quality. It was created in 198 0’s especially for the projects related to marketing to find the perception of customer regarding the service quality.In SERVEQUAL, quality is defined through the gap or space which customer got and perceive regarding the service quality. It’s very difficult to understand and measure the service quality, especially in the field of service providers in health care field and if we talk about the larkana than its more complex that’s why I choose the SERVEQUAL model to measure the service quality of Larkana hospitals and medical centers to know the effect of service quality on the customer perception.This research examines the measurement of service quality in hospitals of larkana, through the help of SERVEQUAL model to know, what are the gaps between, the service perceived and got by the customers or patients in the larkana. Service quality is all about ensuring customers, both internal and external, get what they want. Customer satisfaction is a attitude or feelin g of customer toward the service after using the service. Satisfaction and service quality is always treated together to know the perception.Satisfaction is defining customer perception and expectation, customer satisfactions is determined by defining customer perception of quality, expectation and preferences. It’s always arises a important question that why we measure the service quality? Because the measurement of service quality, is a comparison of before and after changes for the service quality. It also gives the solution of the problem for the betterment of service delivery standard.The main purpose of this research is to find the most important service quality dimensions that affect the customer satisfactions in hospitals in larkana, by using the SERVEQUAL model which is the best way to measure the service quality. Measuring the service quality is very crucial for the hospitals today, to improve the quality and image of the hospital, to study the importance and impact of service quality of hospitals on patients, to find the important dimensions of service quality which effect on customer satisfactions in hospitals and to determine customer need in their treatment in hospitals in larkana.In last few decades the importance of service quality has increased and every industries and departments are trying to find the reasons which effect the customer perception and satisfaction, and trying to give better quality that’s why this research is also very important to measure the service quality of hospitals via SERVEQUAL model. SERVEQUAL breaks service quality in five basic dimensions, Reliability, assurance, tangibles, understanding and responsiveness.So in this research these five dimensions are also considered and examine to measure the service quality and factors which effect the perception of customer towards the service quality. Literature review: This part gives you an overview of literature about the models related to the problem statement which discussed in introduction. In this we study about the concept of customer satisfaction, service quality, relation between customer satisfaction and service quality and its effect on consumer mind, traditional service quality dimensions and hospital’s service quality in order to give a clear idea about the research area.As it is discussed by Kotler (2003); there is a general agreement that: Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (outcome) in relation to his or her expectations. Based on this review, customer satisfaction is defined as the result of a cognitive and addictive evaluation, where some comparison standard is compared to the actually perceived performance.Furthermore, Omachonu (1990); stated that Health care quality has been posited to consist of two parts: quality in fact and quality as perceived by the consumer. Means how actually customer perceived the service quality and how its experience during the availing of the service, and every customer having its own perception. Another side it is argued that satisfaction is associated with performance that fulfils the expectation, while dissatisfaction occurs when performance falls below the expectation (Swan and combs 1976).This review based that when the service quality meet the customer expectation they satisfy and when service quality doesn’t meet with the customer expectation they got dissatisfied and they never avail that service, means there is a huge relation between the service quality on customer perception, because when customer once satisfy from the service quality he/she again avail that service because he make his mind set about that particular industry.Health care practitioners would contend that service quality is a provision of appropriate and technically sound care that produces the desire affect; however it has been misperceive their patient’s perception sometim es (McAlexander et al 1994).Means the service providers in hospital industry always trying to introduce new technologies to give the good service quality to their patients to change their mind and perception and to satisfy them by meet their expectation but sometimes some patients misperceive it and take it in a another side which is a loss for the hospitals, that’s why it is always difficult to measure the service quality specially in the field of hospital industry but it’s important for every department and industry now. As Dr. K.Ravichandran et al (2010) defining that every retail industries are consequently directing their strategies towards increasing service quality level which fosters customer satisfaction and loyalty improved service quality. He further discussed that; increase in service quality in retail industry can develop customer satisfaction which ultimately retains valued customer. It review stated that in today’s era its very much important for any organization or any industry to increase service quality and do work according the customer expectation than any organization can got success in business world and through this a organization can retail the oyal and valuable customer. James H. mcAlexendar (1994) discussed in his research that marketer generally view the service quality from the perspective of health care customers because marketers understand that patients perception of service quality may be more broadly constructed than those of the health care provider and based upon a more holistic assessment of the health care experience. Because patient’s perspective regarding service quality may include perception of technical care but also seemingly peripheral concerns as physical facilities, interactions with receptionists and even brochures.It argued by the Kekale (2001) that it is some how the measurement of customer dissatisfaction and offers a possibility for the elimination of falls, not a possibility for pr oduct development and product innovation. Companies should gather and analyze the suitable data, which will provide relevant information to real customer satisfaction. It is important to measure the right things, i. e. what is really important for the Customers. There is the possibility of wrong specifications or misinterpretations of what a customer actually wants.Means the gap between what companies think and what actually customer wants can also affect the service quality. It is not always be true that performance will equal to expectation as described in International journal of nursing studies (2007) that performance was relatively lower than expectations, resulting in poor nursing care quality. Differences between expectations and performance for both patients and nurses need to be further reduced. As its also discussed by the Tolgo taner et al (1997) that there is different service quality provided in private and public sector.He further discussed that inpatients in the priva te hospital were more satisfied with service quality than those in public hospitals. The result also suggest that patients in private hospitals were more satisfied with doctors, nuerses and supportive than their counterparts in public hospitals. One research suggest that customers are reluctant to complain when dissatisfied with professional and when they dissatisfied they tell to more customers means it become the word of mouth. Andreasen et al 1985). This result could be the health care professional would bear the burden of having dissatisfied patients, including negative word of mouth and patient turn over. IMPORTANCE of the Research: A good research is effective tool for reader and for a society for many positive changes in the environment. Especially, if we talk about the service oriented organization than we come to know that the base for their success is that they study well about their customers.So this research is helpful to know that how much there is a gap between the cus tomer perception and expectation and how much they get satisfied after availing the service of hospitals located in the larkana. This study is especially design to measure the service quality of hospitals in the Larkana. This research is also important study for to know that which are the drawbacks in private hospital sector and are customers (patients) are satisfied or not? This study is important for doctors to know that what patients want from them and how some changes can improve their quality for their customers.METHODOLOGY DESIGN RESEARCH TYPE * This Research is based on exploratory format and it is developed from qualitative point of view. METHODS AND TECHNIQUES: * I distribute the Questionnaire to the respondents to know their views. * I used the SERVEQUAL model format for my Research, because it’s the best way to measure the service quality and I have use the licart scale in the options of the questions. * Questioner consists of 22 statements about perception and 22 statements about the expectations. * The questions are based on 5 dimensions: * Tangibility, assurance, reliability, responsiveness empathy.SAMPLE AND SAMPLE SIZE * I have chosen random sampling for data collection method, and sample size is 100. POPULATION AND RESPONDENTS * As research is based on the service quality of hospitals so I choose private hospital and center’s patients of Larkana as my population. I will mainly focus on the patients of different hospitals and centers located in larkana. STATISTICAL PROCESSING OF INFORMATION * The data which is collected have been analyzed in SPSS software for further results and findings, to measure the gap between expectation and perception of the patients.Five dimensions of the SERVEQUAL Model Data Analysis: Reliability test: Expectation Perception Reliability Statistics| Cronbach's Alpha| N of Items| .555| 22| Reliability Statistics| Cronbach's Alpha| N of Items| .917| 22| This is the reliability test of SERVEQUAL Model for ho spitals in larkana. If we look around the expectation side the reliability value is 0. 555, and the value of perception is 0. 917. Means there is high reliability at perception side. So the overall questioners are effective.Descriptive Analysis: Statistics Expectation| | tangible| reliable| responsiveness| Assurance| empathy| N| Valid| 100| 100| 100| 100| 99| | Missing| 1| 1| 1| 1| 2| Mean| 6. 31| 6. 16| 6. 37| 6. 75| 6. 34| Median| 6. 25| 6. 20| 6. 50| 6. 50| 6. 40| Mode| 7| 7| 7| 7| 7| Std. Deviation| . 550| . 618| . 661| 2. 570| . 687| Statistics Perception| | tangibileavg| reliabilityavg| responsivnessavg| assuranceavg| emphathyavg| N| Valid| 100| 100| 100| 100| 100| | Missing| 0| 0| 0| 0| 0| Mean| 4. 16| 4. 58| 4. 07| 4. 2500| 4. 1600| Median| 4. 00| 4. 60| 4. 00| 4. 000| 4. 2000| Mode| 4| 5| 4| 4. 50| 4. 00| Std. Deviation| 1. 229| 1. 107| 1. 147| 1. 15142| 1. 14486| Above two tables are showing the mean, median, mode and standard deviation of expectation and perception. The r esults clearly shows that the overall expectations are high than the perception, if we look to the values of mean at the expectation side is about 6 in all the variables but at the perception side it is about 4. So there is a still huge gap which shows that still there are people who are dis-satisfied from the services of Hospitals in Larkana.Same wise the median has averagely value is about 6. 5 in all the variables but at expectation side it is only 4. 5. Expectation side mode has value 7 in all the values but when it comes to perception it is only 4. Standard deviation also shows the huge difference between expectation of the customers and the service the perceived. These results clearly shows that there is still a gap which shows that the overall service quality of hospitals are not match or fulfill the expectations of the customers, that the main reason of increase rate of dissatisfied customers.The results also show that in assurance (knowledge and courtesy of employees and th eir ability to convey trust and confidence) people have more expectation but they perceived less in the Hospital’s of larkana. So we can finaly conclude that results are clearly showing the gap between the expectation and perception, which is huge gap. Conclusion & achievement Service quality is always a big topic to debate, because it’s difficult to understand and measure the service quality.We can simply define a service quality with the help of people expectation and perception about a certain field. As much as the gap is high the service quality is negative, but if there is a low gap or expectation and perception are equal it means there is a good service quality. This study is also done for the purpose to find and measure the service quality of hospitals in the larkana, with the help of SERVEQUAL Model, which is the worldwide best way to measure the SERVICE quality.The main purpose of conducted this study is to know the overall performance of the private hospitals . Because it’s very necessary that customer should be satisfied from the services than they can become the loyal with that particular industry or company. After conducting this research we come to know that there is still a huge gap between the expectations of the patients and the perception that they have perceived from the hospital, so it clearly shows the performance of hospitals in larkana.The other main drawback is that hospital’s are not understanding the basically needs of the customer, they shouldn’t provide them those services effectively which customer want from them. So we can conclude that maintain the service quality is very necessary for every organization especially in the field of medical, but in Larkana after doing the research we come to know that still there is a huge gap between expectation and perception and the overall services of hospitals are not up to that level and still they need to improve a lot to satisfy their customers (Patients).B IBLIOGRAPHY http://www. serviceperformance. com/articles/33_Five_Service_Dimensions. php http://www. proserv. nu/Docs/Servqual. pdf http://eprints. utm. my/9514/1/SeyedHosseinSiadatMFSKSM2008. pdf http://www. fm-kp. si/zalozba/ISSN/1854-4231/5_195-209. pdf http://www. journal-archieves14. webs. com/1397-1408. pdf http://www. eurojournals. com/IBBA_11_10. pdf

Business Owners What You Can Do About Workplace Harassment

Business Owners What You Can Do About Workplace Harassment With the recent rash of harassment revelations in the media, companies are taking their anti-harassment policies more seriously than ever. And it’s not just the Weinstein Company and Fox that are looking at their exposure to lawsuits. If you are the owner of a business – any business with employees – you need to learn everything there is to know about workplace harassment, and how to 1) prevent it and 2) handle it if it does occur. Let’s first get clear on the definition of workplace harassment: Harassment under federal law is â€Å"unwelcome conduct that is based on race, color, religion, sex (including gender identity and pregnancy), national origin, age (40 or older), disability, genetic information, sexual orientation, or parental status.† Two common types of harassment are Quid Pro Quo (â€Å"This for That†). In quid pro quo harassment, enduring the offensive conduct becomes condition of continued employment. Examples: Denying employment or a promotion for failure to perform sexual acts or participate in religious activities. Giving preferential treatment in exchange for sexual cooperation or joining a religion. Hostile Work Environment. Here, the conduct is severe or pervasive enough to create a work environment that a reasonable person would consider intimidating, hostile, or abusive. Some more considerations: A â€Å"hostile environment† may be created by the unwelcome conduct of supervisors, co-workers, customers, contractors, or anyone else with whom the victim interacts on the job. Harassment occurs when this conduct renders the workplace atmosphere intimidating, hostile, or offensive. Factors to consider include but are not limited to the frequency and severity of alleged harassment, whether it is physically threatening or humiliating, and whether it unreasonably interferes with work. Behaviors contributing to an unlawful hostile environment may include but are not limited to discussing sexual activities, unnecessary touching, displaying sexually suggestive or racially insensitive pictures, using demeaning or inappropriate terms or epithets, using indecent gestures or crude language, or sabotaging a victim’s work. Why you want to avoid harassment claims. Harassment claims are easy to file and hard to get dismissed. They consume time (an average of 318 days), they cost huge amount of money regardless of their validity (average of $40 $125K in settlements which can cover back pay, compensatory damages, punitive damages, and attorney’s fees costs), and they can damage a company’s reputation/brand irreparably. According to the New York Daily News, New York State has settled at least 85 lawsuits involving claims of sexual harassment or sex discrimination at agencies, hospitals, prisons and schools it oversees, costing the state a combined $11.87 million. Clearly you want to avoid such lawsuits if you possibly can. Even before a lawsuit, sexual harassment and other forms of harassment have an impact on your organization. The acts themselves are disruptive in the workplace, decrease employee morale, increase absenteeism and turnover, reduce productivity, and damage the reputation of the company. It’s a no-brainer that every company must address harassment before, during, and after it happens. Harassment Lawsuits Harassment lawsuits gain teeth not because the harassment happened, but because they did not respond properly. Take these two examples: Chopourian v. Catholic Healthcare West is one of the best-known cases in the harassment category. In this case, a physician assistant made 18 complaints regarding working conditions and bullying at Mercy General Hospital, all of which were ignored, before she was fired. The reason for her termination? Allegedly failing to report for work – but it was found that she was explicitly told not to come in for coverage that day. When she obtained alternative employment, she lost it because Mercy General would not provide her with required â€Å"privileging.† She was awarded $168 million in a settlement, just three days into a jury trial. In contrast, in Chaloult v. Interstate Brands, an employer won the case because it was proven that the claimant did not complain to management and a witness confirmed the alleged harassing behavior could not reasonably be defined as harassment. Importantly, the employer correctly trained employees and had a protective anti-harassment policy that covered where to report harassment and provided multiple channels for reporting. The company even continued the investigation after the employee resigned. You must take your responsibility seriously as an employer. As an employer, if you knew or should have known and failed to take prompt and corrective action, you can be liable – regardless of whether an employee or some other party perpetrated the action. In contrast, if you reasonably tried to prevent and promptly correct the harassing behavior through training, a policy known to your employees, and prompt investigation/corrective action, you have strong footing to defend any lawsuits. See this article from the American Bar Association on how to avoid putting your company at risk. If you have a small company, you can bring an outside organization in to advise you on your policy and handle any complaints. In Madison, WI, where I live, a local employment agency, QTI, provides this service (and gave a presentation on the topic that I attended last week – thank you QTI for providing information and inspiration for this blog). There are many questions that can arise as to what policies to put into place. For instance, should your company have a â€Å"no-dating† policy? A â€Å"required snitching† policy? Hugging protocol (as NBC just put into place)? Can you go too far with attempting to stop workplace harassment? Regardless of the size of your business, it’s essential to protect yourself and your company from time-consuming, expensive, and reputation-damaging harassment claims. If your organization is not in compliance with the best practices in this area, I recommend taking action now. Category:Life and LeadershipBy Brenda BernsteinFebruary 26, 2018 5 Comments Prasanta says: February 27, 2018 at 10:07 am I feel this particular article is predominantly biased to female employees as they are facing harassment most of the time. But harassment is also rendered to male employees too. Moreover, this safeguard s available only in USA. For e.g. I was a Dutch MNC employee but suddenly lost job without identifying any reason even though I had a severe road accident while on duty and but my employer did not give any monetary compensation even though iI have developed physical limitations due to this accident. I lost my job as I raised my voice. There are legal safeguards in India but takes years to get justice and one can die before the justice is delivered. This is not USA. Log in to Reply Brenda Bernstein says: February 27, 2018 at 10:21 am Thank you for this input and international perspective, Prasanta. Its true that we have a lot of protections in the U.S. that are not available in other countries. And you are absolutely right that harassment can be perpetrated against any protected class. What youre talking about I believe is retaliation for whistleblowing. Heres what I found on Wikepedia: Whistleblowers are often protected under law from employer retaliation, but in many cases punishment has occurred, such as termination, suspension, demotion, wage garnishment, and/or harsh mistreatment by other employees. A 2009 study found that up to 38% of whistleblowers experienced professional retaliation in some form, including wrongful termination.[citation needed] For example, in the United States, most whistleblower protection laws provide for limited make whole remedies or damages for employment losses if whistleblower retaliation is proven. However, many whistleblowers report there exists a widespread shoot the messenger mentality by corporations or government agencies accused of misconduct and in some cases whistleblowers have been subjected to criminal prosecution in reprisal for reporting wrongdoing. As a reaction to this many private organizations have formed whistleblower legal defense funds or support groups to assist whistleblowers; three such examples are the National Whistleblowers Center[28] in the United States, and Whistleblowers UK[29] and Public Concern at Work (PCaW)[30] in the United Kingdom. Depending on the circumstances, it is not uncommon for whistleblowers to be ostracized by their co-workers, discriminated against by future potential employers, or even fired from their organization. This campaign directed at whistleblowers with the goal of eliminating them from the organization is referred to as mobbing. It is an extreme form of workplace bullying wherein the group is set against the targeted individual.[31] 28 whistleblowers.org. whistleblowers.org. Retrieved 2012-07-08. 29 wbuk.org. wbuk.org. Retrieved 2017-01-30. 30 pcaw.co.uk. pcaw.co.uk. Retrieved 2012-07-08. 31 Matthiesen SB, Bjorkelo B, Burke RJ Workplace Bullying as the Dark Side of Whistleblowing in Bullying and Harassment in the Workplace: Developments in Theory, Research, and Practice (2012) Log in to Reply Beth Garner says: February 27, 2018 at 11:07 am re: can you go too far with attempting to stop workplace harassment seeming a bit ridiculous and overly detailed. I used to think some of the guidelines I read or heard in company policies were verging, or even falling squarely, into the realm of the absurd. Then I listened to the comments questions of many men, and realized that many of them, even the most well-intentioned, really do not know the boundary between acceptable collegial behavior and harassing behavior. For far too long in so many areas of life men have been subtly taught that so many obnoxious kinds of behavior are the norm that now they cant see where the line is, and actually need detailed instruction. I know it often seems silly and excessive, but it is unfortunately often necessary in order to re-educate many on what is appropriate and what is inappropriate. Log in to Reply Brenda Bernstein says: February 27, 2018 at 11:19 am Its true, Beth. Specific rules are much easier to follow than use your judgment. And, blanket rules have their downsides too. If Ive been friends with someone for years and have an established relationship, or if someone is going through a hard time and needs a shoulder to lean on, a 1-second hug policy doesnt seem to apply. I guess the lawyers at NBC decided having the rule would cover their butts (no harassment intended) so its a better policy as a base. Log in to Reply B G says: February 27, 2018 at 6:53 pm Brenda, your reply illuminates a good reason why companies need very specific guidelines. You are speaking as a woman with certainty about the comfort level of the person you hug, and their openness willingness to be hugged by you. Being hugged in the workplace by a man: a mans assumption that the established relationship is such that a hug is appropriate may be wildly off the mark. The woman being grabbed and hugged may not want to be hugged at all! The man may think the hug is offering comfort, but he may be sensorily blind to the fact that the woman is holding herself rigid, slightly pushing him away, and averting her face with a grimace. She may be reluctant to tell him his hug is unwelcome; she may realize his intention is good and not want to offend him. In addition, that hug may have been intended innocently, albeit executed awkwardly. What about the quick close hug by a man with an erection who presses his groin against yours, rubs his chest against your breasts and qu ickly lets go? It may be only a second or two, and no one else may realize what the is doing, but that is certainly not ok! So, hugs, innocent as they may seem, do need to be curtailed. Log in to Reply