Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal Essay Example

Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal Essay Management strategies in achieving customer loyalty A Case Based Study of Nandos UK (Kings Cross Branch) Introduction:Businesses has grown on fast pace in last few decades. This rapid growth in business ha snot only increased the competition but also provided the customers to choose from the products . increased competition and market uncertainty has left organization to think the ways to retain and attract more and more customers. Wining the heats and minds of customers is now the ultimate goals of much organization to earn profitability. Kicaid, 2003) It is because organizations know a satisfied customer can refer many new customers to them with no cost of marketing. Customer relationship Management is concept of delivering best customer services in order to retain customers for long time in other words customer relationship management is name of customer satisfaction that makes customer to buy again and again from same organization. Customer relationship is built and maintained th rough relationship strategies utilizing latest IT concepts that help in delivering better customer services. Increased used of internet and computers has forced organization to invest in IT based applications to not only facilitate their customers but also to use IT application to help customers serve in better way. (Gummesson, 2002) â€Å"CRM is an IT the outcomes of which optimize profitability, revenue and customer satisfaction by organizing around customer segments, fostering customer-satisfying behaviours and implementing customer-centric processes†. (Peelan. 2003) Fig (1. 1) CRM Growth trends According to Gartner survey significant growth in spending on CRM in past few years CRM software related investments were $7. 8 billion in 2008 with 14. 4 % increase from previous year. This healthy trend is expected to reach $13. 3 billion by year 2012. The investors remained positive despite economic meltdown Problem Statement;- Achieving customer? s loyalty is long term thing and effects of implementing CRM strategy is not tangible. So it is complex task to effectively measure the Effectiveness of CRM strategy and customer loyalty. We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Complexity exist when evaluating intangible benefits like loyalty of customer, quality of service, enhancement of value, processes effectiveness, innovation of operation, improving the services Effectiveness of processes, innovation of operation, service improvement, competitiveness, trust, and efficiency etc (Peelan,2003) The most widely used and popular methods for investment evaluations are accounting and financial methods which only depends upon cash flow and counting the customer inflow . These are only suitable for limited type of evaluation of business performance. These accounting methods cannot be effectively used in evaluating investment which is expected to gain benefits in intangible and indirect form. (Righby Landigham, 2004) By evaluating effectiveness of crm strategy a business can be improved on the bases of results and necessary changes can be adopted . CRM implementation also enable customer services department to perform effectively according to their expectation. According to Customer Think Corporation, 68 % of customers leave their seller due to bad customer service experience. So the importance of CRM and its performance evaluation cannot be done/This Poor development Of Marketing Performance measurement is due to complexity in measuring and assessing results from implementing marketing strategies. Especially it is difficult to elaborate impacts on customers of specific strategy (Hanssens, 1999) Objectives:(1) To Critically evaluate theory of CRM strategies and its role in achieving customer loyalty (2) To Analyze current CRM strategies adopted by Nandos UK (3) Evaluation of effectiveness of CRM strategies adopted by Nandos UK (4) To Provide recommendation for effectively implementation of CRM effectiveness measurement Rational Business: The proposed research aims to analyse and assess the impact of CRM in the efficient functioning of the businesses, thus delivering exceptional customer services to its existing and potential customers. It is anticipated that the possible outcome of the proposed study will create a positive business environment by enhancing customer satisfaction and creating further customer service improvement activities and achieving customer loyalty. Academic: The area of the proposed research is CRM. It is an information technology industry term for methodologies and software. This term is used as methodology in IT and software technology, all customer relationship is dealt with the help of internet in an organised way by the enterprise. Using the proposed methodology or looking at it critically might be helpful for students doing research in the similar fields in the future. Literature review: This chapter consist of theories, ideas and concept of different authors, which will support the consider topic, because CRM is very important for the attraction of customer towards organisation. If CRM of the company is improve, then more customers will come as compare to the other competitors. By this way the relationship between organisation and customers maintain. We can say that CRM is the important factor of customer relationship. That CRM is the key to strategic competition needed to keep the focus on customer needs and for a face to face with the customers throughout the organization† (Lin and Su, 2003) Different authors define CRM with different way, in which some have similar concept but different words, as well as some have different concept, some of them are in the following: According to Wilson et, al. (2002 ) that CRM is a technical support and rational tool as well as a set of different skills, process, and different technologies, which help the organisation in making planning? for the all channels of attracting customers, and these all channels have very high influence on each other? s as well as high attraction with each others. On the other hand O? Mulley and Mitussis (2002) say that CRM is very beneficial and persuasive. On the other hand Olsen states that mostly companies show loyalty for the satisfaction of the customers as well as making different kind of strategies and improving company/organisation performance. All techniques and skills are used for the satisfaction of organisation, because customers are the basics units of business. The skills, rules and regulations are according to the choice as well as need and want of customers. According to the Lin and Sue (2003) that component if CRM is exceptionally vital for the understanding of relationship of the customer? s questions, complains as well as practice of the business. The factors of the CRM is basically related to the activity of organisation and customers contacts, the contacts may be customers complains or feedback. On the other hand technologies play very important rule in the CRM, because technology used in the system as a facility in CRM for customer satisfaction. The development of CRM is not new for the organisation, but they are developing system from the beginning According to Payne (2006) the CRM of old age was engage same like the modern, but the difference was only technology. But the difference is that the modern strategy is according to the modern customers marketing strategy, because to make easy the approach of customers to the organisation. Wilson et, al. (2002)â€Å"The assumptions of customers in CRM, is not different from the transactions between company and customers† this basically means that customers have direct relationship with customers, which require the organisation. The trust of customers essential for the success of organisation, therefore they need clear vision about the organisation policies, and offers etc, so for this purpose organisation need to well define about every product as well as develop ethical qualities must be highlighted. The idea of wine shows that CRM is very close to the characterization of CRM (business strategy) which states â€Å"The customer service needs to receive the status of high priority in the organisational environment†. CRM is significant from the usiness point of view, because it will make people mind clear for the business; in simple it will give simple and clear vision to customers about the services, products, and customers strategy. By this way company will keep long term relationship with customers. In term of business strategy CRM we can say that it is section of the market and competitive advantages by increasing the trust and satisfaction of the customers or client is hard to evaluate. It is a co mplex strategy, because of the different behaviours of he people (Roger, 2003). According to O? Malley and Mitussus (2003) in fact the customers are relatively new to the marketing agent that controlling in mass market which directed to strategic considerations relationship. This is essential for the every organisation to understand the strategy of the CRM. According to Winter (2001) that every business strategy must be in relation to what customers tastes. Bellow given three metrics are important for observation of CRM in relation to marketing strategy (Li and Croteau 2003). 1) Customers retention (2) Customer satisfaction (3) Customer profitability These play key role in the CRM, but the adaptation of these are possible only by the help of higher management presented as essential for execution with success of Customer relationship management. If, not take serious in organisation then this will affect the whole organisation, which cause the resistance of customers. According to Cro teau and Li, (2003) that knowledge management also affect the impact of CRM. According to the (McKenna, 1993) stated that a strong CRM strategy should be effectively plan which keep accountability of needs and opinion of the customers, keeping in mind the time and the length of their relationship with oragnization (Ahn, 2003) satisfying customers needs are the key purpose of developing the CRM strategy. The technological system of CRM is very important in collecting information from the customers about the organisation (oragnization) and same is conveying of information to the customers about the sale, new products and movement of the market. (Reicheld, 1993). Oragnization also improve strategy with help of customers complains and feedback. On the basis of customers information oragnization improve the relations with customers (Reicheld 1993). Methodology: This section explains the research ideology, concept and method applied, integrated with a data overview, essential for deriving the final conclusions of the research study. Research Philosophy: There are two principal philosophies in the research process that are dealt with. Either the optimistic approach based on the concept of objectivity and scientific method, where approximation can be generalized and truly emulate the real phenomena. Saunders et al. (2000)stated that, the researcher presume the task of an objective, independent examine and will be supported by methodology which will allow imitation and generalisation of the data. Or In contrast, phenomenologist philosophy argues that the difficulty of phenomenon, which can be applied to the social and the business world, cannot be concentrated to generalisations. Indeed, ideas and situations influenced by individuals and other factors are all unique, and as such need to be analysed for gaining the clearer picture behind them. Thus, as discussed by Wilson (1999), this view can be said to be the basis of interpretative research, where social reality is explored in its natural settings. The two philosophies are not fundamentally mutually exclusive In spite of being peculiar and seen as to be adapted for individual channels of research. The rank taken in research is dependent on the nature of the question to be explored. In order to reflect the most persistent and compelling reality, a distinct study on the flexibility is needed. Besides, as Saunders et al. 2000) argue, management-related research can be in practice a mixture of both philosophies. In this research, phenomenological philosophy will be adopted as it aims to answer research questions that are highlight in a social atmosphere, based on opinions, views and the assessment of industry experts and customers. Research Approach: There are three types of research strategy Inductive v/s deductive, qualitative v/s quantities and cross sectional v/s longit udinal. Mixed approach will be adopted in the research. The Qualitative research tools containing unstructured interview questioners which is design for collecting data material and research to meet the objective in finding answer for research questions. The Quantitative research tool contain of self designed questionnaires that be sanded through using the email or by post to prospective respondent. Research Strategy: The strategy is sensible base that contracts the way of answers the research questions of the study and present it like a plan which include objectives as well as data sources and takes into accounts the limitation that may occur in growth of the research study. So according to my result I will use mixture of research techniques to attain my required objective, for secondary and primary research so I m using the mixture of quantitative and qualitative techniques. Data collection method: A choice of methods of research will be adopted in proposed study. Executive form Nandos UK would be personally contacted and through the internet to request for the related information via emails. Questionnaires would be sent to the managers of different branches and be requested to fill in, which would certainly help in study. My study will be a combination of questionnaire, interviews, direct observation, physical artefact and discussions. Because it is entail for the development of a conceptual and theoretical structure prior to apply any research instrument. Though data collecting qualitatively do not help in a huge way for theory building but it is helpful in concept of the theory with more confidence. As a result it is a combination of both qualitative and quantitative approach. In my study, I will try to use theory as a basis and channel. Each tool, method or technique has its own strengths and weaknesses. As a result it can be said that research methods and strategies are not isolated from each other. So, I can use mixture of research techniques. To achieve my desired objectives I will be using a mix of qualitative and quantitative technique, which involves both secondary and primary research. Data source: keeping research Objective in mind secondary data will be collect throughout internet, journals and publication etc. I will try to collecting secondary data from all resources of non human. I will be using online database, journals and attain books. Sample selection and Sample size: Considering random sampling which consists on the selection of samples to generalise the findings, over a broader population. 15-20 samples will be used in the proposed research this will help to develops in claims and give technique to improve theories to clarify the population characteristics. In view of both type of purposive sampling focused. Qualitative sampling is considered as best method to apply in current research strategy. This strategy allow to me to choose the persons and data obtainable to meet the objectives. Sample method: According to my research study I will be implement the method of purposive sampling. For my research the non-probability sampling is chosen because it is based on achievement and awareness of certain situation. Sampling follows the qualitative research approach since it merge with objective of responding to study query and don? t Conway the outcomes into statistical generality. It was also helpful in quick manner to achieve a precise target sample. Data analysis: In context of proposed study, data analysis is important because the information collected is both quantitative and qualitative. The data collected will be statistically analysed using manual methods, easy tabulation and statistic like indicator of average or frequency count in the form of table and figure will be presented. Ethical Issues: In ethical issue involve conduct surveys the research activity is vital importance to judge the ethical implication. The reason of importance that proficient societies have urbanized code of ethics to cover-up range of proficient issues surrounding research activities in this situation of proposed study i will be need to ethical approval from Nandos UK. Formal permission will be required prior to arrange data collection and all necessary caution will be taken to make sure respect for participant because independent agent. To avoid plagiarism, I will be very careful while using any other person? s idea opinion or different peoples written or spoken words. Any drawings, graphs, statistics, facts or any pieces of information which is not ordinary information, if I want to use other work I will give credit to that person by quoting his name and giving proper reference to it. Credibility and Validity: The credibility of results arises in a particular manner being a qualitative research. Questioned by scientific research, the process of gathering and analysing the data, as well as the kind of information, needs to reflect consistency and accuracy. To support this research study, the previously discussed methods and approach were considered essential to achieve the research findings. Reliability: In terms of reliability, the author of this study affirms that the results would relatively be the same if administered on different occasions by other researchers as long as the sampling is taken from the same area. In this sense if the study were to take place with an emphasis on Nandos UK? customers. Generalizability: As this study is generalizable to all other organization working in similar sector. However, some limitation to the proposed study is that the study will be carried out only in the Nandos specifically Kings cross branch. Therefore the findings can be applied universally if consider. Data Access: To study the phenomenon of research question and to answer them a mixture of two types of information was required which is primary and secondary. In this way the primary data consist of the statistics of survey-questionnaires implemented on economy class traveller. This strategy was selected to optimize the sampling group information, which helps to form opinions about the organization regarding quality performance including the reviews from the customers about the quality of service and their effectiveness in Customer Relationship Management. Issues such as contentment and devotedness will be needed to evaluate the previous information. The survey questionnaire model will help researchers to maintain a list of concern issues and standardised questions for the sampling group, in order to make comparison and achieve consistent findings. Ultimately the survey questionnaire will be determined on collecting qualitative data on this customer group? s attitude and behaviours. (Sunders et, al. 2000) argues that the tools are used in descriptive studies as this proposed study. The main purpose of this dissertation is to identify the research questions and solutions to the questions. The survey questionnaire mock-up allowed the researcher to have an arranged list of issues and areas to cover as standardised questions for the sample group, in order to compare all the samples and achieve consistent findings. Mainly this survey questionnaire will be focused on collection of qualitative data on this customer group? s attitude and behaviours. Quantitatively, these meanings and findings will be measured so as to reach a consistent consensus of the data and prove the point taken as the research problem of the dissertation. Whereas, the secondary data comprises mainly narrative information. This encompasses the literature research carried on CRM, and its functions to achieve consumer loyalty; it also accompanies magazines, journals, newspapers relevant research studies. Timetable and special resources required In order to accomplish the proposed project in the given time available the following time table is prepared as a critical path depicting each stage of the study in relation to the time frame in weeks Tasks Week One Week Tow Week Three Week Four Week Fifth Week Sixth Week Seventh Week Eight Week Nine Week Ten Week Eleven Twelve Problem classification Literature Review Research Methodology Data compilation Data examination Writing up draft Editing closing Documentation Binding of document Budget: As discussed above in methodology about collection of data and interviewing individuals, will cost a bit of money which is listed below. Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal Essay Example Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal Essay Management strategies in achieving customer loyalty A Case Based Study of Nandos UK (Kings Cross Branch) Introduction:Businesses has grown on fast pace in last few decades. This rapid growth in business ha snot only increased the competition but also provided the customers to choose from the products . increased competition and market uncertainty has left organization to think the ways to retain and attract more and more customers. Wining the heats and minds of customers is now the ultimate goals of much organization to earn profitability. Kicaid, 2003) It is because organizations know a satisfied customer can refer many new customers to them with no cost of marketing. Customer relationship Management is concept of delivering best customer services in order to retain customers for long time in other words customer relationship management is name of customer satisfaction that makes customer to buy again and again from same organization. Customer relationship is built and maintained th rough relationship strategies utilizing latest IT concepts that help in delivering better customer services. Increased used of internet and computers has forced organization to invest in IT based applications to not only facilitate their customers but also to use IT application to help customers serve in better way. (Gummesson, 2002) â€Å"CRM is an IT the outcomes of which optimize profitability, revenue and customer satisfaction by organizing around customer segments, fostering customer-satisfying behaviours and implementing customer-centric processes†. (Peelan. 2003) Fig (1. 1) CRM Growth trends According to Gartner survey significant growth in spending on CRM in past few years CRM software related investments were $7. 8 billion in 2008 with 14. 4 % increase from previous year. This healthy trend is expected to reach $13. 3 billion by year 2012. The investors remained positive despite economic meltdown Problem Statement;- Achieving customer? s loyalty is long term thing and effects of implementing CRM strategy is not tangible. So it is complex task to effectively measure the Effectiveness of CRM strategy and customer loyalty. We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Measuring Effectiveness of Customer Relationship Management Strategies in Achieving Customer Loyal specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Complexity exist when evaluating intangible benefits like loyalty of customer, quality of service, enhancement of value, processes effectiveness, innovation of operation, improving the services Effectiveness of processes, innovation of operation, service improvement, competitiveness, trust, and efficiency etc (Peelan,2003) The most widely used and popular methods for investment evaluations are accounting and financial methods which only depends upon cash flow and counting the customer inflow . These are only suitable for limited type of evaluation of business performance. These accounting methods cannot be effectively used in evaluating investment which is expected to gain benefits in intangible and indirect form. (Righby Landigham, 2004) By evaluating effectiveness of crm strategy a business can be improved on the bases of results and necessary changes can be adopted . CRM implementation also enable customer services department to perform effectively according to their expectation. According to Customer Think Corporation, 68 % of customers leave their seller due to bad customer service experience. So the importance of CRM and its performance evaluation cannot be done/This Poor development Of Marketing Performance measurement is due to complexity in measuring and assessing results from implementing marketing strategies. Especially it is difficult to elaborate impacts on customers of specific strategy (Hanssens, 1999) Objectives:(1) To Critically evaluate theory of CRM strategies and its role in achieving customer loyalty (2) To Analyze current CRM strategies adopted by Nandos UK (3) Evaluation of effectiveness of CRM strategies adopted by Nandos UK (4) To Provide recommendation for effectively implementation of CRM effectiveness measurement Rational Business: The proposed research aims to analyse and assess the impact of CRM in the efficient functioning of the businesses, thus delivering exceptional customer services to its existing and potential customers. It is anticipated that the possible outcome of the proposed study will create a positive business environment by enhancing customer satisfaction and creating further customer service improvement activities and achieving customer loyalty. Academic: The area of the proposed research is CRM. It is an information technology industry term for methodologies and software. This term is used as methodology in IT and software technology, all customer relationship is dealt with the help of internet in an organised way by the enterprise. Using the proposed methodology or looking at it critically might be helpful for students doing research in the similar fields in the future. Literature review: This chapter consist of theories, ideas and concept of different authors, which will support the consider topic, because CRM is very important for the attraction of customer towards organisation. If CRM of the company is improve, then more customers will come as compare to the other competitors. By this way the relationship between organisation and customers maintain. We can say that CRM is the important factor of customer relationship. That CRM is the key to strategic competition needed to keep the focus on customer needs and for a face to face with the customers throughout the organization† (Lin and Su, 2003) Different authors define CRM with different way, in which some have similar concept but different words, as well as some have different concept, some of them are in the following: According to Wilson et, al. (2002 ) that CRM is a technical support and rational tool as well as a set of different skills, process, and different technologies, which help the organisation in making planning? for the all channels of attracting customers, and these all channels have very high influence on each other? s as well as high attraction with each others. On the other hand O? Mulley and Mitussis (2002) say that CRM is very beneficial and persuasive. On the other hand Olsen states that mostly companies show loyalty for the satisfaction of the customers as well as making different kind of strategies and improving company/organisation performance. All techniques and skills are used for the satisfaction of organisation, because customers are the basics units of business. The skills, rules and regulations are according to the choice as well as need and want of customers. According to the Lin and Sue (2003) that component if CRM is exceptionally vital for the understanding of relationship of the customer? s questions, complains as well as practice of the business. The factors of the CRM is basically related to the activity of organisation and customers contacts, the contacts may be customers complains or feedback. On the other hand technologies play very important rule in the CRM, because technology used in the system as a facility in CRM for customer satisfaction. The development of CRM is not new for the organisation, but they are developing system from the beginning According to Payne (2006) the CRM of old age was engage same like the modern, but the difference was only technology. But the difference is that the modern strategy is according to the modern customers marketing strategy, because to make easy the approach of customers to the organisation. Wilson et, al. (2002)â€Å"The assumptions of customers in CRM, is not different from the transactions between company and customers† this basically means that customers have direct relationship with customers, which require the organisation. The trust of customers essential for the success of organisation, therefore they need clear vision about the organisation policies, and offers etc, so for this purpose organisation need to well define about every product as well as develop ethical qualities must be highlighted. The idea of wine shows that CRM is very close to the characterization of CRM (business strategy) which states â€Å"The customer service needs to receive the status of high priority in the organisational environment†. CRM is significant from the usiness point of view, because it will make people mind clear for the business; in simple it will give simple and clear vision to customers about the services, products, and customers strategy. By this way company will keep long term relationship with customers. In term of business strategy CRM we can say that it is section of the market and competitive advantages by increasing the trust and satisfaction of the customers or client is hard to evaluate. It is a co mplex strategy, because of the different behaviours of he people (Roger, 2003). According to O? Malley and Mitussus (2003) in fact the customers are relatively new to the marketing agent that controlling in mass market which directed to strategic considerations relationship. This is essential for the every organisation to understand the strategy of the CRM. According to Winter (2001) that every business strategy must be in relation to what customers tastes. Bellow given three metrics are important for observation of CRM in relation to marketing strategy (Li and Croteau 2003). 1) Customers retention (2) Customer satisfaction (3) Customer profitability These play key role in the CRM, but the adaptation of these are possible only by the help of higher management presented as essential for execution with success of Customer relationship management. If, not take serious in organisation then this will affect the whole organisation, which cause the resistance of customers. According to Cro teau and Li, (2003) that knowledge management also affect the impact of CRM. According to the (McKenna, 1993) stated that a strong CRM strategy should be effectively plan which keep accountability of needs and opinion of the customers, keeping in mind the time and the length of their relationship with oragnization (Ahn, 2003) satisfying customers needs are the key purpose of developing the CRM strategy. The technological system of CRM is very important in collecting information from the customers about the organisation (oragnization) and same is conveying of information to the customers about the sale, new products and movement of the market. (Reicheld, 1993). Oragnization also improve strategy with help of customers complains and feedback. On the basis of customers information oragnization improve the relations with customers (Reicheld 1993). Methodology: This section explains the research ideology, concept and method applied, integrated with a data overview, essential for deriving the final conclusions of the research study. Research Philosophy: There are two principal philosophies in the research process that are dealt with. Either the optimistic approach based on the concept of objectivity and scientific method, where approximation can be generalized and truly emulate the real phenomena. Saunders et al. (2000)stated that, the researcher presume the task of an objective, independent examine and will be supported by methodology which will allow imitation and generalisation of the data. Or In contrast, phenomenologist philosophy argues that the difficulty of phenomenon, which can be applied to the social and the business world, cannot be concentrated to generalisations. Indeed, ideas and situations influenced by individuals and other factors are all unique, and as such need to be analysed for gaining the clearer picture behind them. Thus, as discussed by Wilson (1999), this view can be said to be the basis of interpretative research, where social reality is explored in its natural settings. The two philosophies are not fundamentally mutually exclusive In spite of being peculiar and seen as to be adapted for individual channels of research. The rank taken in research is dependent on the nature of the question to be explored. In order to reflect the most persistent and compelling reality, a distinct study on the flexibility is needed. Besides, as Saunders et al. 2000) argue, management-related research can be in practice a mixture of both philosophies. In this research, phenomenological philosophy will be adopted as it aims to answer research questions that are highlight in a social atmosphere, based on opinions, views and the assessment of industry experts and customers. Research Approach: There are three types of research strategy Inductive v/s deductive, qualitative v/s quantities and cross sectional v/s longit udinal. Mixed approach will be adopted in the research. The Qualitative research tools containing unstructured interview questioners which is design for collecting data material and research to meet the objective in finding answer for research questions. The Quantitative research tool contain of self designed questionnaires that be sanded through using the email or by post to prospective respondent. Research Strategy: The strategy is sensible base that contracts the way of answers the research questions of the study and present it like a plan which include objectives as well as data sources and takes into accounts the limitation that may occur in growth of the research study. So according to my result I will use mixture of research techniques to attain my required objective, for secondary and primary research so I m using the mixture of quantitative and qualitative techniques. Data collection method: A choice of methods of research will be adopted in proposed study. Executive form Nandos UK would be personally contacted and through the internet to request for the related information via emails. Questionnaires would be sent to the managers of different branches and be requested to fill in, which would certainly help in study. My study will be a combination of questionnaire, interviews, direct observation, physical artefact and discussions. Because it is entail for the development of a conceptual and theoretical structure prior to apply any research instrument. Though data collecting qualitatively do not help in a huge way for theory building but it is helpful in concept of the theory with more confidence. As a result it is a combination of both qualitative and quantitative approach. In my study, I will try to use theory as a basis and channel. Each tool, method or technique has its own strengths and weaknesses. As a result it can be said that research methods and strategies are not isolated from each other. So, I can use mixture of research techniques. To achieve my desired objectives I will be using a mix of qualitative and quantitative technique, which involves both secondary and primary research. Data source: keeping research Objective in mind secondary data will be collect throughout internet, journals and publication etc. I will try to collecting secondary data from all resources of non human. I will be using online database, journals and attain books. Sample selection and Sample size: Considering random sampling which consists on the selection of samples to generalise the findings, over a broader population. 15-20 samples will be used in the proposed research this will help to develops in claims and give technique to improve theories to clarify the population characteristics. In view of both type of purposive sampling focused. Qualitative sampling is considered as best method to apply in current research strategy. This strategy allow to me to choose the persons and data obtainable to meet the objectives. Sample method: According to my research study I will be implement the method of purposive sampling. For my research the non-probability sampling is chosen because it is based on achievement and awareness of certain situation. Sampling follows the qualitative research approach since it merge with objective of responding to study query and don? t Conway the outcomes into statistical generality. It was also helpful in quick manner to achieve a precise target sample. Data analysis: In context of proposed study, data analysis is important because the information collected is both quantitative and qualitative. The data collected will be statistically analysed using manual methods, easy tabulation and statistic like indicator of average or frequency count in the form of table and figure will be presented. Ethical Issues: In ethical issue involve conduct surveys the research activity is vital importance to judge the ethical implication. The reason of importance that proficient societies have urbanized code of ethics to cover-up range of proficient issues surrounding research activities in this situation of proposed study i will be need to ethical approval from Nandos UK. Formal permission will be required prior to arrange data collection and all necessary caution will be taken to make sure respect for participant because independent agent. To avoid plagiarism, I will be very careful while using any other person? s idea opinion or different peoples written or spoken words. Any drawings, graphs, statistics, facts or any pieces of information which is not ordinary information, if I want to use other work I will give credit to that person by quoting his name and giving proper reference to it. Credibility and Validity: The credibility of results arises in a particular manner being a qualitative research. Questioned by scientific research, the process of gathering and analysing the data, as well as the kind of information, needs to reflect consistency and accuracy. To support this research study, the previously discussed methods and approach were considered essential to achieve the research findings. Reliability: In terms of reliability, the author of this study affirms that the results would relatively be the same if administered on different occasions by other researchers as long as the sampling is taken from the same area. In this sense if the study were to take place with an emphasis on Nandos UK? customers. Generalizability: As this study is generalizable to all other organization working in similar sector. However, some limitation to the proposed study is that the study will be carried out only in the Nandos specifically Kings cross branch. Therefore the findings can be applied universally if consider. Data Access: To study the phenomenon of research question and to answer them a mixture of two types of information was required which is primary and secondary. In this way the primary data consist of the statistics of survey-questionnaires implemented on economy class traveller. This strategy was selected to optimize the sampling group information, which helps to form opinions about the organization regarding quality performance including the reviews from the customers about the quality of service and their effectiveness in Customer Relationship Management. Issues such as contentment and devotedness will be needed to evaluate the previous information. The survey questionnaire model will help researchers to maintain a list of concern issues and standardised questions for the sampling group, in order to make comparison and achieve consistent findings. Ultimately the survey questionnaire will be determined on collecting qualitative data on this customer group? s attitude and behaviours. (Sunders et, al. 2000) argues that the tools are used in descriptive studies as this proposed study. The main purpose of this dissertation is to identify the research questions and solutions to the questions. The survey questionnaire mock-up allowed the researcher to have an arranged list of issues and areas to cover as standardised questions for the sample group, in order to compare all the samples and achieve consistent findings. Mainly this survey questionnaire will be focused on collection of qualitative data on this customer group? s attitude and behaviours. Quantitatively, these meanings and findings will be measured so as to reach a consistent consensus of the data and prove the point taken as the research problem of the dissertation. Whereas, the secondary data comprises mainly narrative information. This encompasses the literature research carried on CRM, and its functions to achieve consumer loyalty; it also accompanies magazines, journals, newspapers relevant research studies. Timetable and special resources required In order to accomplish the proposed project in the given time available the following time table is prepared as a critical path depicting each stage of the study in relation to the time frame in weeks Tasks Week One Week Tow Week Three Week Four Week Fifth Week Sixth Week Seventh Week Eight Week Nine Week Ten Week Eleven Twelve Problem classification Literature Review Research Methodology Data compilation Data examination Writing up draft Editing closing Documentation Binding of document Budget: As discussed above in methodology about collection of data and interviewing individuals, will cost a bit of money which is listed below.

Almorzar Conjugation in Spanish, Translation, Examples

Conjugation in Spanish, Translation, Examples Unlike English, in Spanish we have a single verb that means to eat lunch or to have lunch- the verb . When conjugating  , remember that it is a stem-changing  -ar  verb. This means that when you conjugate it, sometimes there is a change in the stem of the verb (and not just in the ending). In this case, the  o  in  Ã‚  changes to  ue  in some conjugations. For example,  Ella siempre almuerza pasta  (She always eats  pasta for lunch). The tables below contain the conjugations for  Ã‚  in the indicative mood (present, past and future), subjunctive mood (present and past) as well as the imperative mood and other verb forms, such as the present and past participles. Present Indicative In the present indicative tense, there is a stem change, o to ue, in all of the conjugations except  nosotros  and  vosotros.   Yo almuerzo I eat lunch Yo almuerzo a medioda. T almuerzas You eat lunch T almuerzas en el trabajo. Usted/l/ella almuerza You/he/she eats lunch Ella almuerza en la escuela. Nosotros almorzamos We eat lunch Nosotros almorzamos con nuestros amigos. Vosotros almorzis You eat lunch Vosotros almorzis temprano. Ustedes/ellos/ellas almuerzan You/they eat lunch Ellos almuerzan una ensalada. Preterite  Indicative Remember that there are two forms of the past tense in Spanish. The preterit tense is normally used to talk about punctual events or events that have a defined ending in the past. There are no stem changes in the preterite indicative conjugations. Yo almorc I ate lunch Yo almorc a medioda. T almorzaste You ate lunch T almorzaste en el trabajo. Usted/l/ella almorz You/he/she ate lunch Ella almorz en la escuela. Nosotros almorzamos We ate lunch Nosotros almorzamos con nuestros amigos. Vosotros almorzasteis You ate lunch Vosotros almorzasteis temprano. Ustedes/ellos/ellas on You/they ate lunch Ellos on una ensalada. Imperfect  Indicative The imperfect tense is commonly used to talk about ongoing events in the past, and can be translated to English as was eating lunch or used to eat lunch. There are no stem changes in the imperfect indicative conjugations either.   Yo almorzaba I used to eat lunch Yo almorzaba a medioda. T almorzabas You used to eat lunch T almorzabas en el trabajo. Usted/l/ella almorzaba You/he/she used to eat lunch Ella almorzaba en la escuela. Nosotros almorzbamos We used to eat lunch Nosotros almorzbamos con nuestros amigos. Vosotros almorzabais You used to eat lunch Vosotros almorzabais temprano. Ustedes/ellos/ellas almorzaban You/they used to eat lunch Ellos almorzaban una ensalada. Future  Indicative To form the future tense, we use the infinitive of the verb,  ,  drop the -ar, and add the future tense endings (à ©, s, n, emos, à ©is, n). There are no stem changes in the future tense. Yo I will eat lunch Yo a medioda. T s You will eat lunch T s en el trabajo. Usted/l/ella n You/he/she will eat lunch Ella en la escuela. Nosotros emos We will eat lunch Nosotros emos con nuestros amigos. Vosotros is You will eat lunch Vosotros is temprano. Ustedes/ellos/ellas n You/they will eat lunch Ellos n una ensalada. Periphrastic Future  Indicative Yo voy a I am going to eat lunch Yo voy a a medioda. T vas a You are going to eat lunch T vas a en el trabajo. Usted/l/ella va a You/he/she is going to eat lunch Ella va a en la escuela. Nosotros vamos a We are going to eat lunch Nosotros vamos a con nuestros amigos. Vosotros vais a You are going to eat lunch Vosotros vais a temprano. Ustedes/ellos/ellas van a You/they are going to eat lunch Ellos van a una ensalada. Conditional  Indicative The conditional is formed similarly to the future tense, since we start with the infinitive form  . However, the conditional endings are à ­a, à ­as, à ­a, à ­amos, à ­ais, and à ­an. Yo a I would eat lunch Yo a a medioda. T as You would eat lunch T as en el trabajo. Usted/l/ella a You/he/she would eat lunch Ella a en la escuela. Nosotros amos We would eat lunch Nosotros amos con nuestros amigos. Vosotros ais You would eat lunch Vosotros ais temprano. Ustedes/ellos/ellas an You/they would eat lunch Ellos an una ensalada. Present Progressive/Gerund Form The progressive tenses in Spanish are formed using the verb  estar  followed by the present participle, which is also the gerund. For -ar verbs, drop the -ar and add the ending  -ando.   Present Progressive of    est almorzando   She is eating lunch   Ella est almorzando en el restaurante.   Past Participle The past participle in Spanish is used to form compound verb tenses. For -ar verbs, the past participle is formed by dropping the -ar and adding the ending  ando. Present Perfect of  Ã‚   ha almorzado   She has eaten lunch   Ella ha almorzado en el restaurante.  Ã‚   Present Subjunctive Similar to the present indicative tense, the present subjunctive tense has the stem change  o to ue in all the  conjugations except nosotros and vosotros. Que yo almuerce That I eat lunch Esteban desea que yo almuerce a medioda. Que t almuerces That you eat lunch Marta desea que t almuerces en el trabajo. Que usted/l/ella almuerce That you/he/she eat lunch Carlos desea que ella almuerce en la escuela. Que nosotros almorcemos That we eat lunch Flavia desea que nosotros almorcemos con nuestros amigos. Que vosotros almorcis That you eat lunch Felipe desea que vosotros almorcis temprano. Que ustedes/ellos/ellas almuercen That you/they eat lunch Laura desea que ellos almuercen una ensalada. Imperfect  Subjunctive The base for conjugating the imperfect subjunctive is the third person plural form of the verb in the preterite indicative (on). Since there is no stem change in the preterite form, then the imperfect subjunctive has no stem change. There are two different sets of endings for conjugating the imperfect subjunctive, which you can see in the tables below.   Option 1 Que yo a That I ate lunch Esteban deseaba que yo a a medioda. Que t as That you ate lunch Marta deseaba que t as en el trabajo. Que usted/l/ella a That you/he/she ate lunch Carlos deseaba que ella a en la escuela. Que nosotros almorzramos That we ate lunch Flavia deseaba que nosotros almorzramos con nuestros amigos. Que vosotros ais That you ate lunch Felipe deseaba que vosotros ais temprano. Que ustedes/ellos/ellas an That you/they ate lunch Laura deseaba que ellos an una ensalada. Option 2 Que yo almorzase That I ate lunch Esteban deseaba que yo almorzase a medioda. Que t almorzases That you ate lunch Marta deseaba que t almorzases en el trabajo. Que usted/l/ella almorzase That you/he/she ate lunch Carlos deseaba que ella almorzase en la escuela. Que nosotros almorzsemos That we ate lunch Flavia deseaba que nosotros almorzsemos con nuestros amigos. Que vosotros almorzaseis That you ate lunch Felipe deseaba que vosotros almorzaseis temprano. Que ustedes/ellos/ellas almorzasen That you/they ate lunch Laura deseaba que ellos almorzasen una ensalada. Imperative   The imperative mood is used to give direct commands. Therefore, there are no imperative forms for yo, à ©l/ella  or ellos/ellas.  Also, note that the positive and negative commands are different for the tà º and vosotros  forms. Positive Commands T almuerza Eat lunch! Almuerza a medioda! Usted almuerce Eat lunch! Almuerce en el trabajo! Nosotros almorcemos Lets eat lunch! Almorcemos en la escuela! Vosotros almorzad Eat lunch! Almorzad temprano! Ustedes almuercen Eat lunch! Almuercen una ensalada! Negative Commands T no almuerces Dont eat lunch! No almuerces a medioda! Usted no almuerce Dont eat lunch! No almuerce en el trabajo! Nosotros no almorcemos Lets not eat lunch! No almorcemos en la escuela! Vosotros no almorcis Dont eat lunch! No almorcis temprano! Ustedes no almuercen Dont eat lunch! No almuercen una ensalada!

Outlining for Writers Who Hate to Outline - Freewrite Store

Outlining for Writers Who Hate to Outline - Freewrite Store Cate Dean has been writing for far longer than she cares to admit. She has published over 40 books and novellas, and is best known for her paranormal series, The Claire Wiche Chronicles, as well as her cozy mystery series, The Maggie Mulgrew Mysteries. Outlining. It’s just a word – but, oh, can it leave you shaking in your chair, staring at a blank screen, sweat trickling down your back. I’ve been where you are – multiple times. Every time I read an article about outlining, I squelched the desperate cries of my pantser, and tried the latest technique. The result was always the same: wasted hours, and miserable failure. That failure would send me straight back to my pantsing ways, and my long, messy drafts. It was more work, but I was so much happier without the ball and chain of an outline. If you’ve spent any time on writer’s forums, or in any writing group, you know that the pantser vs. outliner battle has been long and fierce. Each side claims that their way is the best way, the only way. But – what if there was a third option? A way to outline that didn’t kill your creative spark, and actually improved your word count? Ah ha! Now I’ve got your attention. But I’m a Pantser! Outlining will ruin my creative process! I hear you. I had the same rally cry, the same reaction every time another â€Å"perfect† outline process was making the rounds. I was a pantser, for years. Like I said above, outlining never worked for me. After taking all that time, and writing out every detail of my world, my plot, and my characters, I was so sick of the story that I no longer wanted to write it. Sound familiar? If every attempt you’ve made to outline has been a time-sucking, creativity-sucking disaster, you’re nodding your head right now. You’re probably also ready to click to the next post, before I mention that evil word again. Give me another minute, before you run away. I’m here to tell you, as a former pantser, that there is a way to outline that won’t ruin your creative process. Quite the opposite, in fact. Let me tell you how I became an outline convert – for good. Why I started outlining - and why you should as well It was 2012, and I’d just self-published my first novella. I was nervous, excited, and ready to take the next step – writing the first book of a potential series. My biggest obstacle was working a 12-hour day, with only weekends and holidays to do any serious writing. As a pantser, I knew it would take me forever to get the first draft written, and even longer to clean it up enough to send to an editor. To add even more pressure, I gave an actual deadline to my new author friend, and now I had to meet that deadline. I had been reading about story structure, and discovered that even though I made stories up as I went along, I instinctively understood the flow of a story, and what needed to go where. I’ve been writing for a long time (since I was seven), and making up full-blown, multi-plot stories in my head for almost as long. I’ve literally had years of practice creating stories. So, I took that knowledge, and story structure, and started writing stuff down. My first effort was a long process. It included index cards, loads of notes, and a template that took days to fill out. The result was an outline that let me write my first book in three weeks. Yes, you read that right. It may have taken longer than I wanted to work out the logistics of the outline, but having all the pieces in place let me fly through the story. It was the first book of what is still my bestselling series, The Claire Wiche Chronicles. To say I was excited would be an understatement. I was flying – and I had a few people read that book, just to make sure I wasn’t imagining that I actually had a good story. As a side note, they were all reading a first draft. I literally typed the last paragraphs and sent it off, more scared than I’ve ever been in my life. If it had been a pre-outline first draft, I never would have let anyone see it – not until it had been through multiple editing passes. An outline from a former pantser Since that first experience, I’ve been honing and refining my outline, to make it fast, easy, and a pleasure to do. Never thought you’d see outline and pleasure in the same sentence, did you? What I use now is a quick, one page, bullet point outline, based on story structure. It takes me a couple of hours to fill out. Ready to give it a try? I call it my outline for outline-phobes – like me. This is what it looks like: inciting incident – (this is when something changes, aka when the story really starts) plot point 1 – (this is where you establish the story question – where the MC’s life changes forever) pinch point 1 – (the opposition pokes back) plot point 2 – (new information allows the MC to start acting instead of reacting – i.e. running around like a wild chicken) pinch point 2 – (the opposition strikes back – hard and ugly) plot point 3 – (this is the big push for the third act – normally, there’s no new info after this point, but this isn’t set in stone) black moment– (worst thing ever – stick your character in a tree, then light it on fire) resolution – (get them out of the tree – without a deus ex machina move) Not so scary, is it? To make the process even easier, create a template that you can use over and over. Then you just copy/paste it to the top of your document, every time you start a new story or book. Easy to reference, and you can delete or cross out a scene once you finish it. An extra tip: use each bullet point to create a chapter. I’ve been doing this with my last few books, and it really helps with both flow and not writing deadly long chapters. Don’t be hard on yourself when you first tackle this outline. Remember, I’ve been writing for years, and I usually have the whole story already in my head by the time I get to the actual outline. Take as long as you need, and understand that this will be a fluid document. You will be adding, changing, or moving things around as you get into the actual writing. That’s where the real fun begins. Watching your story come to life, discovering fun surprises along the way, and having a tight, exciting story will hook you. Before you know it, you won’t start a new story – you’ll start the outline for a new story. And there you have it – an outline that can actually be enjoyable. The power of this outline is that it leaves you plenty of room for creativity, maybe step off the story path. You’ll always have a map to find your way back. It will also streamline your writing, and as a bonus, it will probably add to your daily word count. Knowing where you’re headed in a story makes your imagination fly. Your fingers might just have a hard time keeping up. Outlining can be so overwhelming, especially for those of you who shudder at the memory of the convoluted, multi-level outlines you were forced to create in high school. My simple outline takes away all the fear, and puts back in all the fun. Do you have your own method of outlining that works for you? I’d love to hear about it! Please share with us in the comments. Now, go forth and outline your next opus with confidence. cheers, ~Cate       Cate Dean an author, a travel addict, and a rabid Anglophile.  She grew up losing herself in the wilds of fantasy worlds, and has had some of her own adventures while tromping through the UK, and a few other parts of the world.  A lover of all things supernatural, she infuses that love into her stories, giving them a unique edge.  When she's not writing, she loves cooking, scaring herself silly in the local cemeteries, and reading pretty much anything she can get her hands on.

Week 7 Assignments Assignment Example | Topics and Well Written Essays - 750 words

Week 7 Assignments - Assignment Example Leaders are good listeners and are able to elicit information by constantly asking questions (Burns 2012). Good communication skills enable leaders to create good relationships with their subordinates, business partners and customers. These are the skills that will enable a leader to meet the objectives of an organization. Leaders also need to be self-motivated, have high integrity levels, be team players, have emotional intelligence and be able to think critically. Thinking critically will enable a leader to delegate duties effectively and also be able solve day to day problems facing the organization. Leaders also need to be charismatic and have excellent personal skills to enable them to deal effectively with customers. Charisma will enable a leader to influence subordinates to follow them without much struggle (Burns 2012). Managers can develop leadership skill by learning the art of communication, how to solve problems, how to manage their time effectively. Managers can also develop leadership skill by learning to trust their subordinates and encouraging their subordinates. Managers now are able to deal with employees working in international locations. Management is also tasked with transferring employees to other organizational branches and determining compensation offered for relocating. There have also been increased opportunities for management as globalization has made the world a global village and this has led to more competition for goods and services. Management has also been forced to adapt to the constantly changing environment. Management has to make sure that their organization is able to meet the tastes and preferences in a foreign country. Many countries have their own cultures, ethics, customs and management has to adapt to the above so as to be successful in a foreign country. Managers also have to be having knowledge on what is happening through the world. Through globalization managers can be

Working in a Total Institution Essay Example | Topics and Well Written Essays - 500 words

Working in a Total Institution - Essay Example Prisons have been quite often, referred to as total institutions since they account for the daily aspects of the inmates such as ensuring availability of daily necessities, medical care, rehabilitation amongst several others. The correctional officers employed to supervise the inmates are subjected to rigorous training owing to the occupational hazards their job offers. However considering the personal accounts of several such correctional officers, their personal experiences on the job including their interactions with the prisoners themselves plays a significant role in shaping their role as correctional officers. According to the personal experience shared by an African American woman in a men’s prison â€Å"The inmates are the ones that helped, taught me how to be an officer. Not the staff. †¦.. when you are new at the job the inmates are gonna come and tell you, â€Å"Ma’am, you left a door open† or â€Å"Somebody’s sick†. Because you can’t be at two places at the same time. Nine times out of ten its gonna be the inmates that tells you what’s going on† (Britton, 2003 Pp.95) According to the American Correctional Association, the correctional officers receive training at an average of 262.8 hours in the field of first aid, self defense, race relations as well as other practically relevant subject areas (Levinson, Pp.327). However, the personal accounts of the correctional officers suggest that a majority of inmates share a mutual interest with the officers in terms of maintaining a day to day routine and since they are clearly more knowledgeable than the newly appointed officers they gladly extend their co – operation in maintaining the in prison routines. Besides it has also been reported and confirmed on the basis of substantial amount of research conducted in that behalf, that several officers in training perceive such a training as a form of exaggerated depiction of violence and crime that might be encountered

Portrayal of Women in Homers Odyssey :: Homer Odyssey womody

The Odyssey:   Portrayal of Women How does Homer portray women in the epic, The Odyssey?   In order to answer this question you must look at woman and goddesses as two separate groups of "people".   This is because they are portrayed in tow separate ways.   You see, a regular woman like Penelope is looked at as beautiful but has very few rights.     Ã‚  Ã‚   If we first look at Penelope we see how beautiful she must be, because we know that she has a lot of suitors staying at her house and they all want to marry her.   It is not until later on that we find out how low in society mortal women are.   The first time this is shown is when Telemukus has to choose one of the suitors to be his mother's husband.   Now just think that a son has more power in this society than his own mother.   From Telemukus' stand point this must be a big moment for him because he is now looked at as a man, cause he has to choose a wife for his mother, but for Penelope, she must feel degraded and low.     Ã‚  Ã‚   On the other hand if you look at a goddess like Athena, "the gray eyed goddess," (many pages) who is actually running the show, she has much more power than many men do.   For instance she is able to convince Zeus, ruler of all gods, that Odysseus has suffered enough and to set him free.   Eventually Odysseus is set free over the demands of Poseidon.   You can also look at Calypso and see how this near goddess, nymph, has power.   This is shown as Odysseus is leaving and she asks him if he would want to be immortal in return for him staying with her forever.   This shows that she has power, more than many women, and can grant anyone immortality.   Homer also describes her as lucky, that she is beautiful, but you can tell that inside Calypso is very lonely.   This portrayal of Calypso is also seen is the song written by Susan Vega.   In this song Calypso is seen as a sad and lonely woman who is trapped on an island forever.

Increasing the hardware Essay

Abstract As any business grows, they are always looking to expand all aspects of  their business. With this expansion, the cost of increasing the hardware and software needed for the expansion is also increasing. Many companies are looking for ways to keep or even streamline the hardware they currently have yet expand. They want a way to have their customers log into their site and go to a central server but want all the necessary files for the customers to be stored elsewhere which will increase the speed of the server. To be successful in today’s market, many businesses are realizing the necessity of using technology. As more and more companies use more technology, their IT infrastructure cannot handle all the traffic due to the lack of available server/storage space needed to meet the increasing demands of the customers. Whether the business is small or a large corporation, finding the needed available server/storage space is becoming an ever increasing problem. Trying to solve th is problem, many businesses have begun to look for an alternative solution to store many of their business files away from their own main computers, this is called cloud storage. Think about how you have an external hard drive that you use to store files away from the hard drive of your computer, the cloud storage works in the same way. The only exception is that you do not own the external storage, you rent the storage space from someone who takes care of all the maintenance and updating of the site. JPCexpress has been operating for many years with their own internal storage capabilities and now are in the market to expand their business. The current server space that the company owns is being bogged down by the amounts of data it needs to use daily so they need a newer solution to their storage problems so that they can continue to offer their production facilities and customers the best possible service. Next day service sets this company apart from other online businesses and I will show what needs to be done to help then continue to accomplish this with a simple server space solution. Company Background JPCexpress is an innovator in the online printing industry. They use advanced technology that allows the customer to place an order and have it printed and delivered the next day. There are many online printing organizations, but JPCexpress was one of the first that offered next day delivery if you place your order by a certain time the day before. The  company was founded in 2001 that offered printing as a service so that the customer has access to all the company printing business solutions allowing them to place their orders right on the company website. The customer does not have to invest any monies into their own printing infrastructure and the staff that would be needed to maintain it. JPCexpress offers its services to many different organizations of all sizes that do not want to hassle with having internal printing capabilities. Due to the customer being able to upload all their information to help us perform the needed services, this takes up a lot of storage space. JPCexpress operates three huge warehouses that are strategically placed across the country. Within each facility, they house all the hardware and software needed to conduct the printing business along with all the hardware and software needed for the IT side of the business. The customers are able to use our site as their own so they know they will get exactly the product they want. Our teams of engineers are always introducing new services and solutions for the customers and they have them integrate the new technologies into our platform monthly. The reason we have the fastest turnaround time for online printing companies is due to the fact that our customers are able to use our site as their own to make and order their printing needs. We have become a leader in the online printing world because of our customer service, ease and speed of our online services and the fact that we guarantee you will have your order the next day if you meet the daily cut off time. Discussion of Business Problem During times of peak use, the amount of data used is overwhelming. JPCexpress is a top of the line printing business but due to our storage capabilities, we do have issues that will slow the service to our customers. This is an issue because the timing of the slowness (can prevent customers from making the cut off time for next day service) which directly relates to customer service and customer satisfaction. The main issue is that when there are many users on the system, it slows down and prevents ease of use. I think that JPCexpress could benefit from emerging technology as cloud computing or could storage. Increasing our storage capacity would prevent the system from slowing down and loss of data. Any IT department within any business always needs new ways to increase the capabilities of their current infrastructure without investing in new hardware, new licensing requirements  or having to spend the time and monies to train and hire new personnel. Due to the increasing amounts of data needed by our existing customers and the addition of new customers, members of our IT department has to manually go into the system and get rid of old files and clear any redundant data. This happens when our system becomes slow which slows the use of our production tools and this all adds up to a loss in the amount of work that can be performed. If the organization was to use cloud computing, the problem of overwhelming the system could be avoided. Cloud computing encompasses any subscription-based or pay-per-use service that, in real time over the Internet, extends its existing capabilities (Gruman, 2012). Use of the cloud could begin at our centrally located facility for trial purposes until we see if using it would be beneficial to both the customers and to our stockholders. High Level Solution For many businesses, having enough storage space to hold all the information they have acquired from their customers and the working of internal business practices is a real challenge that becoming increasingly harder. Many organizations have turned to deleting huge amounts of data to open up room for the new data they need to stay updated and to continue to provide their customers with excellent customer service. Many businesses have turned to cloud storage to help relieve this problem. Cloud storage acts as a centrally located server whose main purpose is for storage only. Using cloud storage, each of the three facilities can store and retrieve files as they are needed without investing in more infrastructure. When deciding to move to cloud storage, a few concerns will be raised. Some people think that cloud storage is less secure than local data centers and this is not true. . When the cloud host that IT manager work together the cloud host will encrypt the data and the business w ill store the keys to that encryption on it local network (Marsh, 2013). Many cloud providers offer dashboards to the client so they can log and manage the company’s data center. They can add more storage if they need and all this is completed without adding any equipment to increase storage. I have checked two of the major providers of cloud storage for pricing and flexibility. Amazon S3 is 99.9 percent reliable and it is scalable to fit your current business needs and also can be changed to fit your future needs as well (Amazon Web  Services, 2013). All data going into this cloud storage is encrypted for data security and you can decide what region you want to have your data stored in. Another excellent benefit is that once the data is entered into the cloud, it is automatically backed up in case one system fails you will lose your data. All data uploaded is for free but they do charge for each GB of data that is transferred or downloaded from the cloud. This seems pretty reasonable since we will maintain a central server with only our servers logging into the cloud to retrieve the customer information. Google cloud storage offers secure and safe cloud storage. It has configurable security controls and the cloud is flexible so that you can get what you need now and later on if you need more storage you can always add more (Google Cloud Storage, 2013). Looking between the Amazon and Google sites, they both offer the same types of features but I could not find any data that says how reliable the Google cloud is. Also, checking the pricing from the two sites, it appears that Amazon is slightly cheaper than Google is. Moving to cloud storage is a viable option to help solve latency issues and website lag due to the enormous amounts of data being transmitted over our site. Benefits of Solving the Problem Solving this problem using cloud storage will increase the speed of the servers the customers use to conduct their business. The increased speed of the server will also take the customers’ orders quickly and get them to the desired printing facility to ensure they make the cut off time for next day delivery. Implementing the cloud storage solution at only one facility will allow the business time to see if the cloud is a viable option to investing countless monies in upgrading our current facilities. Using the cloud will save us money because of the increased speed at which the customers can use the system, the speed in processing the orders and also save us money because we will not have to hire additional personnel to maintain additional hardware or pay for licensing for additional software. In an article written by Joe McKendrick for Forbes magazine, he talks about the benefits of cloud computing for a business. Cost reduction – using cloud as storage lowers transaction costs, minimizes the investment in hardware and software and also reduces the need for a huge IT staff or for adding additional personnel to manage you IT infrastructure. Cloud as storage is scalable so  you can take as much or as little as you need and then increase as your needs increases. You only pay for what you use; most uploads are free so you pay when you download data from the cloud. Businesses of all sizes will have access to more up to date technology while using the cloud. Letting someone else manage your IT for you reduces the need for expensive licenses or buying software or hardware. Business/Technical Approach Conducting thorough research before deciding which provider of the cloud services we will go with. When a cloud provider has been chosen, our CIO and his team will work with the provider to ensure we get what storage we need and also to ensure the security of the files we will move to the cloud for storage. Only have one facility use the cloud as a test case to see if it will improve the speed of our system and also to see how reliable the cloud services are. Conducting technical inspections using our IT department will ensure that we are keeping control on what goes into the cloud storage and also to help us determine if the cloud is useful. When we move older files from our servers into the cloud, we should see an immediate improvement in the speed of our system and also improvements in order processing and order filling. The IT department must ensure what files are being put in the cloud and that they are being encrypted for increased security. Also inspecting the files in storage routinely to ensure the data is not being corrupted. To ensure we do not lose any of our major customers, we will move only the older files to cloud storage to increase space on our servers. When we have determined (Senior management/CIO approval) that the cloud is a viable option to investing in hardware/software, we will move more files to the cloud in an effort to free up more space which should increase the speed even more. Also, once the one facility has proven more efficient and profitable, we will migrate another facility to cloud storage. There is no set timeframe for this to happen, we just want to ensure the cloud is meeting our needs in the ways we want it to. Using the current IT staff at the first facility to check usage and speed of the system will help us in our decision whether to stay with the cloud or invest in our own infrastructure. Business Process changes Implementing cloud storage will allow the company to store more files  without causing the system to run slow which increase productivity. This is going to be a big move for JPCexpress in the way they do business at each of their facilities. We will use the current IT department at each facility to maintain the data stored in the cloud and to ensure that only the less used files have been migrated to the cloud until its reliability has been proven. There will be one central location for all the internal storage of customer information. When the customer logs onto the site with his credentials, they will log onto our central server who will access the cloud and pull their information off for the customer to use. When the order is placed, the server will then send that order to the printing facility closet to the customer location for fast, reliable completion of the order. When the cloud is implemented for use by all facilities, the IT departments at those facilities will be reduced . Setting up a team to continually monitor the cloud for reliability and security will also be accomplished. Senior management with the CIO will have to make a decision on implementing other facilities and how that will be accomplished. Technology or business practices used to augment the solution After thorough research I have decided that implementing cloud storage is the best solution to help fix the problems at JPCexpress. Moving the files to the cloud will free up valuable space which will increase the processing speed of our current servers. The IT department will maintain our current servers and monitor how effectively the cloud is to the company. The IT department will also routinely perform inspections on our equipment to see how well it is working and also to ensure what files are being moved to the cloud. Having someone compile quarterly reports on how well the cloud implementation has helped the speed of the system and to see if it truly has increased the speed at which orders are shipped. We will not have to hire additional personnel to accomplish any of these tasks; we will use the current staff at each facility. This alone will save the company huge amounts of money. Conclusions and overall recommendations The current system that JPCexpress has, it is not capable of handling the enormous amounts of data that goes through it during peak operating times. JPCexpress will have to upgrade their current hardware/software or find other alternatives. Cloud storage is just that alternative solution.  Moving files to cloud storage will free up much needed space that will allow the system to run faster during peak operating times. Using the cloud offers different ways that it can be beneficial to the company. Using cloud instead of investing in new hardware/software to upgrade our current system will save on ongoing support, maintenance and upgrades and having to hire additional IT staff to work the new system. When switching to the cloud we will replace all the up-front expense of investing in a new system and replace that cost with a manageable monthly subscription cost. David Linthicum discusses why companies should invest in the cloud. All the upgrades and maintenance are handled by the cloud host. The software will always be current without the company having to pay for expensive licensing. The fear of cloud storage’s security being an issue is being proven invalid. Cloud providers have been working hard to prove how secure their storage is. Cloud based companies offer the highest level of customer service because they cannot afford to lose customers because they are unsatisfied with the service and with all the blogs out there, a bad review could mean countless lost customers. Every data storage center or data processing center has some downtime at some point but many cloud providers offer higher than a 99 percent reliability rate. High level implementation plan * Conduct thorough research to ensure the right cloud provider is selected * Work with provider to ensure we get the security we need and also the plan that fits the amounts of storage needed * Schedule when to transition to the cloud storage * Determine what files will initially be moved to cloud storage * Reroute all traffic from one facility to the other two * Shut down one facility and transition to the cloud * Once all files are transferred to the cloud activate the cloud * Bring the shutdown facility back on line * Test the new configuration for speed and user ability * Monitor the cloud for potential problems * Produce monthly reports as to the speed of the facility and improvements in the processing of orders Summary of Project JPCexpress’ system runs slow because each facility has access to all the files that are stored on the server. The storage problem can be handled either by investing countless monies into a new upgraded data system or to use cloud storage to alleviate this problem. Business processes are slow due to the servers being bogged down during peak hours resulting in delays in processing and delivery of orders placed by the customers. When we transition to the cloud storage we can increase the processing speed which will increase the speed of the orders being printed and then shipped to the customer. This will save on time and money because we will not have to pay additional shipping costs when we can’t meet the next day delivery. This is not meant to be a permanent solution but will benefit the company until we can determine if this is the best solution. References Amazon Web Services. (2013, Oct 1). Retrieved from Amazon Simple Storage Service (S3): http://aws.amazon.com/s3/ Google Cloud Storage. (2013, Aug 1). Retrieved from Google Cloud Platform: https://cloud.google.com/products/cloud-storage/ Gruman, G. K. (2012, Feb 2). What cloud computing really means. Retrieved from InfoWorld: http://www.infoworld.com/d/cloud-computing/what-cloud-computing-really-means Linthicum, D. (2013, June 25). Cloud adoption’s tipping has arrived. Retrieved from InfoWorld – Cloud Computing: http://www.infoworld.com/d/cloud-computing/cloud-adoptions-tipping-point-has-arrived-221335 Marsh, J. (2013, Oct 3). The Top 5 Myths about Cloud Storage. Retrieved from Formstack: http://blog.formstack.com/2013/top-5-myths-cloud-storage/ McKendrick, J. (2013, July 21). 5 Benefits of Cloud Computing you aren’t likely to see in a sales brochure. Retrieved from Forbes.com: http://www.forbes.com/sites/joemckendrick/2013/07/21/5-benefits-of-cloud-computing-you- arent-likely-to-see-in-a-sales-brochure/