Effects of globalization on national food cultures Term Paper

Effects of globalization on national food cultures - Term Paper Example Nowadays, local communities are abundant in their own local cuisines, and they have access to fast food chains like McDonalds and other foreign dishes simultaneously. The increasing trend of fast food culture is significantly affecting lifestyle and health of youth globally, and they are now carrying the burden of poor nutritional practices and obesity. Thus, Globalisation has very negative effects on national food culture, which extends to the effects on national cuisines and food, impact on health and obesity, and economic impact on local food market. To begin with, Globalisation is significantly influencing the national food culture by affecting the national cuisines and food. One can observe a growing importance for imported foreign foods, which is affecting the relevance of local cuisines and national food culture. In many nations, food is an integral part of culture and over exposure to foreign goods due to Globalisation is becoming a major threat to the cultural identity of these nations. To illustrate, according to the Levin Institute report (n.d.), the French has their own culinary tradition with unique cuisines like crepes and pastries, and they are quite resistant to US cultural imperialism especially in the case of food culture (p. 180). But with the crowding of several US restaurant chains in urban regions which produce unhealthy and greasy burgers and processed food, recent statistics prove that urban population of France is suffering from eating related problems and obesity. Hence, according to the Levin Institute re port, increased trend of fast food brought by Globalisation is forcing people to take food of lower quality. As per the same survey, in China, children were not expected to buy food using their own money, and there were no festivities in celebrating birth date. But with the introduction of McDonald’s restaurant, more and more children begin to buy

The Role of Design Studies in Development Essay

The Role of Design Studies in Development - Essay Example Today’s designer chooses from economy, politics, and environment their field of profession thus creating awareness to more and more people, in other words, helping the world and making people realize what is happening and what will be the future. Designers always have the approach to do good whether designing anything. The designers open up the negative feeling and the happenings around. They are truly helping people making them realize what the need of the hour is (Duff 2009). The designers focus on things to change them. They observe and focus on almost every detail as possible. The power of vision is much greater than that of words. The visualization of a problem is far more convincing than of speaking and telling. (Manav 2009). 1.2 Design studies and development: The designs, new and improved continue to appear for generations and years giving the same thought a different perspective and meaning making it more attractive thus leading it to more progress. The main promotion areas for the design are in expos, trade fairs and museums. (Mattew 2013). 1.2.1 First world countries: Keeping an eye of the aspects of the first world countries the thought prompts that why the First world does solve third world’s problems when it already has its own. Carolina Vallejo launched a competition entitled â€Å"Design for the First World†. She specified the problems like the production of food, eating disorders, aging, population, low birth rate, over-consumption and many more. She mentions why is the first world helping the third world when such problems already persist in. she surveyed for the solution of the first world problems in her thesis. Vallejo says that she is not discouraging the designers for their efforts, it’s just that the water, education, medicine and electricity are the problems of the first world too, why not to focus upon them first and others later. She says that the First World needs to focus on its problems now or later; in future it might not become the case that the First World needs help. It should be the designers who should be tackling the situation and knowing that what impact such a thing would have (Good 2010). It is not the responsibility of the First World countries to help out others when we already need to look for the problems ourselves (Funds for NGOs 2012 ) 1.2.2 Third world countries: The third world countries are reliant upon the first world countries although the first world country for sure has its interest in it. Thus an aid is provided to solve their political, scientific, infrastructural and economic problems. Most outstanding are the water and education. Removing the impurities and making the water potable is a great gift for these people as it helps in drinking, irrigation and reduces the effects of diseases and viruses. As far as tutoring is concerned educating the residents would make a better, protected and brighter future. It will remove the odds as literacy rate shines in t he sky. The design technology and studies benefits the third world countries. One of my friends who studies Design and Technology, is designing a game in her class, for Red Cross to enhance people’s awareness and knowledge of disaster preparedness in the face of flooding, drought and other climate change related issues in Uganda. Moreover, my friend told me that,

Effects Of Implementing CRM Systems

Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems And Its Strategic Issues In An Organisation Introduction Definition Of CRM: Any organisation will profit from adopting a definition of what CRM means in strategic terms for their business and ensuring that this definition is used in a regular manner all the way through their organization. One of the most important definitions of a CRM has been given by Davenport et al. (2001), stating that CRM systems are â€Å"all the tools, technologies and procedures to control, manage and improve or facilitate sales, support and related interactions with customers, and business partners throughout the enterprise†. According with Siebel, (one of the mayor players in the CRM market) â€Å"CRM is an integrated approach to identifying, acquiring, and retaining customers. By enabling companies to deal with and coordinate customer interactions across several channels, departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance.† Another concept about CRM, provided by John Wiley, author of the book â€Å"CRM unplugged†, is â€Å"CRM is not about technology, its about attracting and serving clients in more attractive ways†. Introduction: Many organisations in recent years identified the importance to become friendlier with the customers facing with increased worldwide competition. Therefore Customer Relationship Management (CRM) has risen to the agenda of many organisational strategies. Customer Relationship Management systems can be viewed as information systems meant to enable organisations to realise a customer focus. An increasing number of organisations are adopting CRM yet surveys are beginning to highlight the potential risks. Although CRM systems are proving an extremely popular choice for implementation. It is obvious that there is still a need for further observed studies of CRM but, only a few are available. Now a day in the business market, management finds that customers are the central part of a business and that a companys success depends on effectively managing relationships with them. So, one of the initial goals that management has its employees to achieve is based on a saying such as â€Å"the customers are always right,† â€Å"do whatever it takes to deliver your promise† or something similar. All objectives are decided to one crucial goal that is to make customers satisfy because they are the ones who keep the business run. Not too long ago, many companies did not consider this an important factor and often uncared for their customers with the result that many of these customers did not come back. Frequently, these objectives become constraints for businesses and their employees when they do not have suitable tools, equipment, or methods to achieve this goal. Now a day, technology provides to the businesses with systems that can help companies track customers comm unications with the firms and allow the firms employees to rapidly get back all the data about the customers. This idea is known as a customer relationship management (CRM) system and if used correctly, could improve an organisations ability to achieve the ultimate goal of retaining customers and so gain a strategic improvement over its competitors. (Gefen, D. 2002) CRM can be interpreted as a process of digitizing a staffs knowledge about his or her customers. This is because in a usual business process, customer relation staff would normally be required to remember their clients requirements, behaviours, tastes, preferences, etc. In real meaning, CRM focuses on building long-standing and sustainable customer relationships that adds value for both the customer and the organisation. (Daft, 2003). CRM system is frequently incorporated with other decision support systems across all functional areas, such as (ERP) Enterprise Recourse Planning system, (EIS) Executive Information Systems, (SCM) Supply Chain Management System, and Product Life-Cycle Management Systems. By doing so, organizations can produce better management information in terms of planning, acquiring, and controlling across all channels and thus have greater products and services that direct to larger revenues and larger profits. CRM systems can also assist organizations increase their abilities to interact with their customers. This not only leads to improved quality but will improve the speed response to customers needs (Anderson, 2006). By itself, CRM makes a required tool for business because it distinguishes an organization from its competitors with the knowledge resources about product ideas and the ability to identify and find solutions to customers issues. CRM can cut down the distance between customers and the organization, contributing to organizational success through customer loyalty, greater service, better data gathering, and organizational learning. Some have argued that customer satisfaction and loyalty is a science; however, Phelon (2004) takes it up a level by saying that â€Å"customer leverage is an art.† CRM Classification: Operational CRM: Operational CRM is also called front office CRM which involves the areas where the customers meet directly and this type of interactions is called as touchpoints. A touchpoint is of two types, one is inbound e.g., a call to an organisations customer support hotline and the other is outbound e.g., an in-person sales call or an e-mail support. Operational CRM enables communications to and from customers but this doesnt mean useful service. (Dyche 2001). The benefits of Operational CRM are: It delivers personalised and well-organized marketing, sales and service through multi-channel collaboration. It also enables a 360 degree view of your customer while you are interacting with them. The people who are included in sales and service can access complete history of all the customer interaction with the company, regardless of the touch point. Analytical CRM: Analytical CRM is also called as back office or strategic CRM which involves the customer actions that takes place in front office. Analytical CRM needs technology that total customer data and provide analysis of the customer data to progress managerial decision making and actions. Analytical CRM involves large amounts of cross-functional information and this information is stored on a data warehouse. The analytical CRM is based on the technologies such as warehousing and data mining. In this, the customer database should be accessible from all the departments like marketing, sales and customer service. Analytical CRM forms the foundation for planning and evaluation of marketing campaigns and assists cross selling and up selling functionalities. (Adrian Payne 2005). Collaborative CRM: Collaborative CRM is said to be an approach to the CRM in which there are many departments such as sales, marketing, and technical support share the data which they collect from interactions with the customers. For example we can say customer feedback is a main aspect for customer satisfaction and loyalty since the customer feedback gathered from a technical support department could inform marketing staff about the products and services that might be great help to the customers. The point of collaboration is to improve the quality of customer service which results in increase customer satisfaction and loyalty. Source: Handbook of CRM: achieving excellence in customer managementBy Adrian Payne (2005). Benefits Of CRM: A right CRM implementation can benefit to the organisations as well as to the customers. CRM is a next wave of computer aided marketing because it is a way of doing business. Below are the some of the benefits that a CRM or Customer Relationship Management system can bring. Peck et al. (1999) A major benefit from the Customer Relationship Management can be the development of strong relationships with the ongoing customers which can lead to: Improved sales through better timing due to anticipating needs based on past trends. Organisation can identify needs of the customers more effectively by understanding specific customer requirements. Cross- selling and up-selling of other services and products by highlighting and telling alternatives or enhancements. Organisations can identify the customers who are profitable and who are not profitable to the company. Finally this could lead to: The improved customer satisfaction and retention, showing that the organisation is having good reputation in the market place. Increased value from the customers and reduced cost associated with supporting and servicing them, growing the overall efficiency. Enhanced profitability by focusing on the most profitable customers so that the organisation ca more concentrates on the unprofitable customers dealing them with the more cost effective ways. Some other benefits which are mean to the organisations are: Shared or distributed data: Now a days companies realize that customer relationships are very important on many levels, they begin to understand the need for data sharing throughout the organisation. A CRM system is an enabler for making informed decisions and follow-up on all the levels. Cost reduction: The strong point in the CRM is making customers as their business partner and not just a subject. Because customers are doing their own order entry and are empowered to find the information they need to make a decision, less order entry and customer staff is needed. Better customer service: The information related to the interactions to the customers is centralised, so the customer support department can really benefit from this because they have all the information they needed at their fingertips. No need to ask the customer for infinity times and no need to estimate. And mostly the customer can do this on their own because the CRM system is more and more able to expect the need of the customer. The experience got to the customer is greatly enhanced. Increased customer satisfaction: If the customer feels that he is the most important part of the team instead of just a topic for marketing and sales, customer service is better and the needs are predictable. There is no question of customers are dissatisfied with the product or service. Better customer retention: If a Customer Relationship Management system can help to fascinate customers then it can be said that this will increase customer loyalty, and the customers will come back to buy again and again which produce customer retention. More repeat business: If the customers are pleased then we can repeat business. Initially customers are in a doubt of mind, if the service is good and if the customer is pleased he turns into loyal advocate to the business. Purpose Of The Study: The purpose of the study is to understand the CRM application strategies and their successful implementation to bring about maximum customer satisfaction. By doing so, we hope to make Customer Relationship Management applications more useful to the customers. Research Questions: With reference to the above stated research problem, â€Å"what are the factors effecting for a successful CRM implementation†? The following research questions have been posed to conduct the study to realize the purpose. What are the benefits obtained to the customers from the CRM implementation? What are the challenges for implementing Customer Relationship Management? What are the factors that help in successful implementation of CRM? And What are the risks involved in implementing CRM in the organisation? Design/Methodology/Approach: Thus, this dissertation deals with CRM introduction and effects of implementing CRM systems in an organisation in order to give an insight into the current issues and status of the technology. The literature review will analyze, examine and explore the benefits and problems involved in implementing CRM systems. Structure Of The Dissertation: Chapter 1: Introduction And Research Rationale This part gives a brief introduction about the purpose of the thesis. It also details the rationale for doing the thesis and validity of the research. This part also states the aims and objectives of the research to be done. Chapter 2: Literature Review This part covers the literature on the CRM issues and its functions using journals articles. The existing function will be presented and the information regarding the subject will be outlined and analysed from the academic literature available. Analysis: This part analyses the data collected i.e. CRM implementation problems with an overview of the different departments. The current system will be critically reviewed and the effectiveness of the system will be evaluated. Each of the problems research issues is analyzed, interpreted, and the detailed findings are presented Chapter 3:Research Methododlogy: This part covers the process of research to be done and the research approach. It implies the selection of the method on how the research is to be done and the methodological consideration of the data collection, sample collection and the data analysis Chapter 4: Data Analysis And Critical Discussion: This part provides a summary of the findings and conclusions of the research objective and issues, discusses the contribution of the research findings to the literature and theory, reviews the implications of the findings, discusses the limitations of the research, and concludes with suggested direction for future research Chapter 2 Literature Review Background: CRM: An overview CRM: Customer Relationship Management is a process that manages the interactions between the organisations and its customers. In other words Customer Relationship Management can be defined as a Management process that looks to maximise the profits, to shareholders by developing and implementing the strategies to build the relationships of trust with high value customers and to create a sustainable differential advantage. (Newell, 2000) In the current situation of business world there are many hand held devices and websites where the consumers trying to interact with the companies. There are some examples like direct marketing, call centres, advertising, and retail stores and also at home. At every interaction customer has an impact on the company and the brand name. The main objective of customer relationship management is to better understand the customer needs and also maintain long term relationship with those customers. CRM systems allow businesses to build relationships with customers. Organisational thinking must be changed to meet the objectives of CRM. Firms believe they exist simply to produce a product or deliver a service. But the firms need to be customer centric. (Clemons 2000). Even there are many definitions of CMR by different authors, the main idea behind the CRM concept it is the use of tools to document and maintain a relationship between the costumer and the company, incrementing the satisfaction of the costumer and creating loyalty to the company: it has been proven by many companies that is more profitable to maintain a customer in the long term rather that single sale customers. Customer Relationship Management is a method designed to collect information related to customers, to collect the features of customers, and to apply those qualities in definite marketing activities (Swift, 2001). CRM is not a new method. Actually, CRM has continuously existed from the past. On the other hand, CRM has recently become the focus of attention. The backgrounds are as follows (Ahn, 2001): Source: http://www.jscgroup.com/crm-call-centre-solutions.html Access 11/07/09 The relationship with customers is newly recognized as a key point to solidify competitive power of a company; As companies procure large volumes of data related to customers, they can perform customer management more easily and efficiently using data warehousing, data mining, and other information technologies; and The Web has opened up a new medium for business and marketing, and we can express customer actions in online into data. In other words, the scope of data to analyze behaviors of customers is extended, and the environment for one-to-one marketing has been enhanced. Importance Of Crm: The main task of Customer Relationship management is to gather information about the customers. And then the data is used to help the customer service transactions by using the information needed to solve the issues or concern readily available to those dealing with the customers. If the customer is satisfied then there will be more profitable business and more resources available to the support staff. Moreover Customer relationship Management is a great help to the management for a future way of a company. As mentioned, Customer relationship management need more data to work and these includes the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfilment dates, account information and many more. This information is important for the support staff to the customers for providing the answer that they needs to solve the issue without having to wait for a long time and not going to other departments. Moreover the customer service representative will also be able to see the previous concerns of the customer. (Lynette Ryals; Adrian Payne 2001) This is a great assist especially if the customer is calling about the same issue since the customer will not have to say again the story all over again. This takes less time to solve the issue causing higher productivity of the support staff. Customer Relationship Management system is also important for the management because it gives the information like customer satisfaction and efficiency of service by the help desk people. This system is also important for the companys future course of act, whether it involves phasing out one of the products on the shelve or making adjustments to one of the goods sold. The information provided by Customer Relationship Management systems is also invaluable to marketing and advertising people, as they will be able to identify which ideas will works and which do not. Integration of CRM systems in an organisation is very important and this is not an easy task as it seems. Most companies fail to integrate CRM systems that need to share the information for it to be effective. A CRM system also helps in expanding your businesses. Because CRM systems are able to handle huge amount of data, this systems help you in coping with the increased numbers of customers and their data. By installing a CRM systems and if the CRM systems are utilized properly it can be sure that the business will be successful and your customers are lot more satisfied than before. (Adrian Payne; Pennie Frow 2003) There are many reasons why Customer Relationship Management is important to the organisations and some of the reasons are given below: One of CRMs most important strength is that it organises and collects data of the customers and with this data one can analyze for the future opportunities for example by using the CRM data you can analyze the needs based to the customers such as what the customers needs but they arent buying. By using this information you can develop a sales strategy that will offer services in an attractive way even in cheaply difficult times. This includes package of new goods or services or products offering to the customers in an attractive price or with some incentives. The other reason for the importance of CRM systems is every customer is important for the business but some of the customers are more worth than the others. By allocating the sales efforts accordingly, we can produce more profits per sales hour and also we can increase more sales. The CRM systems contain the tools for analyzing the customers so that we can classify the customers according to the sales. For example by using the CRM tools we can see which position are most profitable and which customers are expected to buy them. Customer satisfaction is very important in the CRM systems because customer satisfaction involves two ideas: one is to keep the promises to the customers and the other is to meet their confirmed needs. For example if you promise to contact a customer on Tuesday and do not get back to him until Thursday, you not only reached the customer expectations but the company had delicately shows how much you value that customer. Similarly, CRM can be used to make sure that the company is meeting the customer expectations as fully as possible. This involves professional handling of after-sales contacts such as service calls, resolving customer issues or offering the customer the right product at right price. At last, CRM is used to work the companys sales and customer support representatives smarter because of the improved information at their finger tips which is used to maximize revenue. http://www.insidecrm.com/features/crm-important-recession-082508/ Access 21/08/09 The Role Of Internet And Website In CRM: The evolution of internet as changed the opportunity of building a customer relationship. The important thing is the search engine, it made easier to the customers to find online merchants and communicate with them. These merchants are then offering customers more efficient ways of ordering and receiving products and services. And also, the internet simplified bidirectional communication, for the first time offering a better way for consumers to communicate personal information to the merchant. By using the internet or website a customer needed to send only a application through cyberspace, which results in short delivery time, improved accuracy, and quite often a higher positive awareness. (Jill Dychà © 2001) Internet users realised that not having to go out of their way to buy what they want, and the simple is the process which results in customer satisfaction. In fact web offered customers options they hadnt had with other delivery channels such as: 24-hour access Up-to-the-minute information for example stock levels, product features and prices The ability to research a product or merchant during a shopping trip Online customer support Online self-service Personalized content In the past it takes lot of time to select a product for the customers but now by using the web version, the customer enters a key in his favourite search engine, which returns the web sites for several catalog window treatment firms. He chooses a company which contains a lot of options and prices. Before purchasing, he even browses more than a company of other window-ware web sites for additional prices and options finally placing his order in less than an hour. From this it clearly states that the web has made doing business easier than ever. Source: (The CRM handbook: a business guide to Customer Relationship Management: August 2001, Addison-Wesley). For Example The Loyalty Programs: Companies in almost every industry are trying to use customer information to deal with the relationships. The creation of loyalty programs is one example. The airline industry gives the best examples of present initiatives. The Airline industry introduced the concept of loyalty cards long before anyone talked about CRM. It launched its advantage program in the year 1981 the term frequent flyer was introduced and loyalty marketing was changed forever. In earlier days of the airlines loyalty programs, American and United and the others who soon followed tracked little more than flight miles customer could accumulate for free award flights. Over the years as they have captured more and more knowledge about their millions of customers, the airlines have adopted the fundamental rules of CRM: Get hold of individual information about customers. Recognize what different customers are worth. Treat different customers differently. And this has done in an excellent fashion with the creation of valuable perks for the best customers. Crm Technology: Technology: The word Technology is used differently by different people and gives different meaning. The role and impact of Technology in ones personal and professional life is ever growing. Technology is used to meet the humans need rather than just understanding the workings of the natural world, which is the aim of science. Technology involves planned way of doing things where it covers intended and unintended interactions between people and the products. CRM Technology: Customer Relationship Management is a combination of processes, people and technology that is used to understand an organisations customers. CRM is an integrated approach to manage relationships with the customers. Customer Relationship Management technology supports the main processes of customer relationship management so the organisations can understand or analyze or track its contact with the customers. CRM technology enables enterprises to collect, handle large amount of data relating to the customers, carrying out strategies based on this information. The techniques used by the Customer Relationship Management have been always around and made it possible for organisations and companies to apply the tools to number of customers at a time. There are some technologies used by the Customer Relationship Management are Database Technology, Interactivity and the Mass customization Technology. Database Technology: It is the ability to analyze and plan large amounts of data besides to the storage capacity. Interactivity: The interaction between the customers and the organisation using the websites, call centers, and any other means using internet or telecommunications. Mass Customization Technology: It is a computerized standardization enables company to break services or products into modules or templates. The all technologies together make possible for an organisation to connect in the activities of Customer Relationship Management. Different Types Of CRM Systems: CRM systems can be described as a technology based business management tool which is used to develop and control the knowledge to look after, maintain, and strengthen the relationships with the customers. The main functions of the CRM systems are to effectively segment customers, maintain long term relationships with the profitable customers, establish how to handle unprofitable customers, and modify market contributions and promotional efforts. There are different types of Customer Relationship Management systems depending on the requirements for different levels of integration on the needs of the business. Some of the CRM systems are Sales systems, Call center and trouble ticketing and marketing systems. Sales Systems: This system includes all the systems that provide sales people, channels or customers themselves orders for new services. The main systems in the sales systems are sales force automation, point of sales and channel management systems. Call Center And Trouble Ticketing: This systems are the most challenging to integrate because of the more interfaces and more critical than any other systems. The main complicated issue is the timing and level of integration. Marketing Systems: This system is the easiest system in all the different types of CRM systems. It is a system of high performance, flexible platform that one can use to perform targeted personalised e-marketing using web or e-mail. The marketing system includes support for the content targeting, up-sell and cross sell capabilities, advertisements and testing, e-mail campaigns. Difference Between Transaction Customers And Relationship Customers: There is a lot of difference between the customers for example there are customers who are most profitable and at the same time there are customers who are not so profitable. A company focuses on those customers who are profitable and help in the growth of the revenue. The main idea that a company have a profitable relationship with all the customers and the targeting customers with a different product or service is already in action in most of the financial services such as banking, insurance, credit cards etc. At the same time it is less recognized in many other businesses sectors like manufacturing. Clemons (2000) There is one method to identify the group of customers by the concept of distinguishing between transaction and relationship customers. Transaction customers are very much unpredictable and have very little loyalty, other than that related to obtaining the best price. Whereas Relationship customers are far more possible for loyalty as they are regularly prepared to pay a premium price for a range of consistent goods or services. (Newell 2000). Once Relationship customers are recruited than they are less possible to defect, provided they go on to receive quality service and products. Relationship customers are also more cost effective than new customers because they are already well-known with, and need far less guidance to buy the companys products or services. Peck et al. (1999) are among those who argue that for many organisations it would be beneficial to distinguish between the two types of customers and focus on relationship customers. He also suggests organisations to concentrate on the Relationship customers because they are the most profitable to the organisation. According to Newell (2000) there are likely three different types of relationship customers and they are: the top, middle and lower groups. The first group that is the top group (top 10 percent) are the customers who are with excellent loyalty and of high profitability for the organisation. CRM is required to retain and propose them the best possible services and products in order to avoid them defecting to other competitors. Middle group customers (next 40-50 percent) are those delivering good profits and they are the customers who are possible for future growth and loyalty. The middle group of customers are the main probably giving some of their business to competitors. The main idea is to use CRM to target the middle group customers efficiently because they are the greatest source of probable growth. The last group is Lower group relational customers (bottom 40-50 percent) are slightly profitable to the organisations. In these some of them may have potential for growth but the cos t and efforts involved in targeting such customers, effect the effectiveness of servicing existing relational customers in the remaining groups (Top and Middle groups). CRM should consider this group seriously and identify this group for the response required. Transactional customers add either nothing or have a poor effect on profitability. The agreement therefore is that CRM needs to identify transactional customers to assist organisations respond correctly. CRM Functions: CRM system supports all the stages of the interaction with the customers from order through delivery to after-sales service. CRM also covers the online ordering, e-mail, knowledge bases that can be used to generate customer profiles, and to personalize service, the generation of automatic response to e-mail, and automatic help. Rowley (2002). She also distinguishes the list of functions that might apply in a CRM application: E-commerce Channel automation software Guided sell Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems Effects Of Implementing CRM Systems And Its Strategic Issues In An Organisation Introduction Definition Of CRM: Any organisation will profit from adopting a definition of what CRM means in strategic terms for their business and ensuring that this definition is used in a regular manner all the way through their organization. One of the most important definitions of a CRM has been given by Davenport et al. (2001), stating that CRM systems are â€Å"all the tools, technologies and procedures to control, manage and improve or facilitate sales, support and related interactions with customers, and business partners throughout the enterprise†. According with Siebel, (one of the mayor players in the CRM market) â€Å"CRM is an integrated approach to identifying, acquiring, and retaining customers. By enabling companies to deal with and coordinate customer interactions across several channels, departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance.† Another concept about CRM, provided by John Wiley, author of the book â€Å"CRM unplugged†, is â€Å"CRM is not about technology, its about attracting and serving clients in more attractive ways†. Introduction: Many organisations in recent years identified the importance to become friendlier with the customers facing with increased worldwide competition. Therefore Customer Relationship Management (CRM) has risen to the agenda of many organisational strategies. Customer Relationship Management systems can be viewed as information systems meant to enable organisations to realise a customer focus. An increasing number of organisations are adopting CRM yet surveys are beginning to highlight the potential risks. Although CRM systems are proving an extremely popular choice for implementation. It is obvious that there is still a need for further observed studies of CRM but, only a few are available. Now a day in the business market, management finds that customers are the central part of a business and that a companys success depends on effectively managing relationships with them. So, one of the initial goals that management has its employees to achieve is based on a saying such as â€Å"the customers are always right,† â€Å"do whatever it takes to deliver your promise† or something similar. All objectives are decided to one crucial goal that is to make customers satisfy because they are the ones who keep the business run. Not too long ago, many companies did not consider this an important factor and often uncared for their customers with the result that many of these customers did not come back. Frequently, these objectives become constraints for businesses and their employees when they do not have suitable tools, equipment, or methods to achieve this goal. Now a day, technology provides to the businesses with systems that can help companies track customers comm unications with the firms and allow the firms employees to rapidly get back all the data about the customers. This idea is known as a customer relationship management (CRM) system and if used correctly, could improve an organisations ability to achieve the ultimate goal of retaining customers and so gain a strategic improvement over its competitors. (Gefen, D. 2002) CRM can be interpreted as a process of digitizing a staffs knowledge about his or her customers. This is because in a usual business process, customer relation staff would normally be required to remember their clients requirements, behaviours, tastes, preferences, etc. In real meaning, CRM focuses on building long-standing and sustainable customer relationships that adds value for both the customer and the organisation. (Daft, 2003). CRM system is frequently incorporated with other decision support systems across all functional areas, such as (ERP) Enterprise Recourse Planning system, (EIS) Executive Information Systems, (SCM) Supply Chain Management System, and Product Life-Cycle Management Systems. By doing so, organizations can produce better management information in terms of planning, acquiring, and controlling across all channels and thus have greater products and services that direct to larger revenues and larger profits. CRM systems can also assist organizations increase their abilities to interact with their customers. This not only leads to improved quality but will improve the speed response to customers needs (Anderson, 2006). By itself, CRM makes a required tool for business because it distinguishes an organization from its competitors with the knowledge resources about product ideas and the ability to identify and find solutions to customers issues. CRM can cut down the distance between customers and the organization, contributing to organizational success through customer loyalty, greater service, better data gathering, and organizational learning. Some have argued that customer satisfaction and loyalty is a science; however, Phelon (2004) takes it up a level by saying that â€Å"customer leverage is an art.† CRM Classification: Operational CRM: Operational CRM is also called front office CRM which involves the areas where the customers meet directly and this type of interactions is called as touchpoints. A touchpoint is of two types, one is inbound e.g., a call to an organisations customer support hotline and the other is outbound e.g., an in-person sales call or an e-mail support. Operational CRM enables communications to and from customers but this doesnt mean useful service. (Dyche 2001). The benefits of Operational CRM are: It delivers personalised and well-organized marketing, sales and service through multi-channel collaboration. It also enables a 360 degree view of your customer while you are interacting with them. The people who are included in sales and service can access complete history of all the customer interaction with the company, regardless of the touch point. Analytical CRM: Analytical CRM is also called as back office or strategic CRM which involves the customer actions that takes place in front office. Analytical CRM needs technology that total customer data and provide analysis of the customer data to progress managerial decision making and actions. Analytical CRM involves large amounts of cross-functional information and this information is stored on a data warehouse. The analytical CRM is based on the technologies such as warehousing and data mining. In this, the customer database should be accessible from all the departments like marketing, sales and customer service. Analytical CRM forms the foundation for planning and evaluation of marketing campaigns and assists cross selling and up selling functionalities. (Adrian Payne 2005). Collaborative CRM: Collaborative CRM is said to be an approach to the CRM in which there are many departments such as sales, marketing, and technical support share the data which they collect from interactions with the customers. For example we can say customer feedback is a main aspect for customer satisfaction and loyalty since the customer feedback gathered from a technical support department could inform marketing staff about the products and services that might be great help to the customers. The point of collaboration is to improve the quality of customer service which results in increase customer satisfaction and loyalty. Source: Handbook of CRM: achieving excellence in customer managementBy Adrian Payne (2005). Benefits Of CRM: A right CRM implementation can benefit to the organisations as well as to the customers. CRM is a next wave of computer aided marketing because it is a way of doing business. Below are the some of the benefits that a CRM or Customer Relationship Management system can bring. Peck et al. (1999) A major benefit from the Customer Relationship Management can be the development of strong relationships with the ongoing customers which can lead to: Improved sales through better timing due to anticipating needs based on past trends. Organisation can identify needs of the customers more effectively by understanding specific customer requirements. Cross- selling and up-selling of other services and products by highlighting and telling alternatives or enhancements. Organisations can identify the customers who are profitable and who are not profitable to the company. Finally this could lead to: The improved customer satisfaction and retention, showing that the organisation is having good reputation in the market place. Increased value from the customers and reduced cost associated with supporting and servicing them, growing the overall efficiency. Enhanced profitability by focusing on the most profitable customers so that the organisation ca more concentrates on the unprofitable customers dealing them with the more cost effective ways. Some other benefits which are mean to the organisations are: Shared or distributed data: Now a days companies realize that customer relationships are very important on many levels, they begin to understand the need for data sharing throughout the organisation. A CRM system is an enabler for making informed decisions and follow-up on all the levels. Cost reduction: The strong point in the CRM is making customers as their business partner and not just a subject. Because customers are doing their own order entry and are empowered to find the information they need to make a decision, less order entry and customer staff is needed. Better customer service: The information related to the interactions to the customers is centralised, so the customer support department can really benefit from this because they have all the information they needed at their fingertips. No need to ask the customer for infinity times and no need to estimate. And mostly the customer can do this on their own because the CRM system is more and more able to expect the need of the customer. The experience got to the customer is greatly enhanced. Increased customer satisfaction: If the customer feels that he is the most important part of the team instead of just a topic for marketing and sales, customer service is better and the needs are predictable. There is no question of customers are dissatisfied with the product or service. Better customer retention: If a Customer Relationship Management system can help to fascinate customers then it can be said that this will increase customer loyalty, and the customers will come back to buy again and again which produce customer retention. More repeat business: If the customers are pleased then we can repeat business. Initially customers are in a doubt of mind, if the service is good and if the customer is pleased he turns into loyal advocate to the business. Purpose Of The Study: The purpose of the study is to understand the CRM application strategies and their successful implementation to bring about maximum customer satisfaction. By doing so, we hope to make Customer Relationship Management applications more useful to the customers. Research Questions: With reference to the above stated research problem, â€Å"what are the factors effecting for a successful CRM implementation†? The following research questions have been posed to conduct the study to realize the purpose. What are the benefits obtained to the customers from the CRM implementation? What are the challenges for implementing Customer Relationship Management? What are the factors that help in successful implementation of CRM? And What are the risks involved in implementing CRM in the organisation? Design/Methodology/Approach: Thus, this dissertation deals with CRM introduction and effects of implementing CRM systems in an organisation in order to give an insight into the current issues and status of the technology. The literature review will analyze, examine and explore the benefits and problems involved in implementing CRM systems. Structure Of The Dissertation: Chapter 1: Introduction And Research Rationale This part gives a brief introduction about the purpose of the thesis. It also details the rationale for doing the thesis and validity of the research. This part also states the aims and objectives of the research to be done. Chapter 2: Literature Review This part covers the literature on the CRM issues and its functions using journals articles. The existing function will be presented and the information regarding the subject will be outlined and analysed from the academic literature available. Analysis: This part analyses the data collected i.e. CRM implementation problems with an overview of the different departments. The current system will be critically reviewed and the effectiveness of the system will be evaluated. Each of the problems research issues is analyzed, interpreted, and the detailed findings are presented Chapter 3:Research Methododlogy: This part covers the process of research to be done and the research approach. It implies the selection of the method on how the research is to be done and the methodological consideration of the data collection, sample collection and the data analysis Chapter 4: Data Analysis And Critical Discussion: This part provides a summary of the findings and conclusions of the research objective and issues, discusses the contribution of the research findings to the literature and theory, reviews the implications of the findings, discusses the limitations of the research, and concludes with suggested direction for future research Chapter 2 Literature Review Background: CRM: An overview CRM: Customer Relationship Management is a process that manages the interactions between the organisations and its customers. In other words Customer Relationship Management can be defined as a Management process that looks to maximise the profits, to shareholders by developing and implementing the strategies to build the relationships of trust with high value customers and to create a sustainable differential advantage. (Newell, 2000) In the current situation of business world there are many hand held devices and websites where the consumers trying to interact with the companies. There are some examples like direct marketing, call centres, advertising, and retail stores and also at home. At every interaction customer has an impact on the company and the brand name. The main objective of customer relationship management is to better understand the customer needs and also maintain long term relationship with those customers. CRM systems allow businesses to build relationships with customers. Organisational thinking must be changed to meet the objectives of CRM. Firms believe they exist simply to produce a product or deliver a service. But the firms need to be customer centric. (Clemons 2000). Even there are many definitions of CMR by different authors, the main idea behind the CRM concept it is the use of tools to document and maintain a relationship between the costumer and the company, incrementing the satisfaction of the costumer and creating loyalty to the company: it has been proven by many companies that is more profitable to maintain a customer in the long term rather that single sale customers. Customer Relationship Management is a method designed to collect information related to customers, to collect the features of customers, and to apply those qualities in definite marketing activities (Swift, 2001). CRM is not a new method. Actually, CRM has continuously existed from the past. On the other hand, CRM has recently become the focus of attention. The backgrounds are as follows (Ahn, 2001): Source: http://www.jscgroup.com/crm-call-centre-solutions.html Access 11/07/09 The relationship with customers is newly recognized as a key point to solidify competitive power of a company; As companies procure large volumes of data related to customers, they can perform customer management more easily and efficiently using data warehousing, data mining, and other information technologies; and The Web has opened up a new medium for business and marketing, and we can express customer actions in online into data. In other words, the scope of data to analyze behaviors of customers is extended, and the environment for one-to-one marketing has been enhanced. Importance Of Crm: The main task of Customer Relationship management is to gather information about the customers. And then the data is used to help the customer service transactions by using the information needed to solve the issues or concern readily available to those dealing with the customers. If the customer is satisfied then there will be more profitable business and more resources available to the support staff. Moreover Customer relationship Management is a great help to the management for a future way of a company. As mentioned, Customer relationship management need more data to work and these includes the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfilment dates, account information and many more. This information is important for the support staff to the customers for providing the answer that they needs to solve the issue without having to wait for a long time and not going to other departments. Moreover the customer service representative will also be able to see the previous concerns of the customer. (Lynette Ryals; Adrian Payne 2001) This is a great assist especially if the customer is calling about the same issue since the customer will not have to say again the story all over again. This takes less time to solve the issue causing higher productivity of the support staff. Customer Relationship Management system is also important for the management because it gives the information like customer satisfaction and efficiency of service by the help desk people. This system is also important for the companys future course of act, whether it involves phasing out one of the products on the shelve or making adjustments to one of the goods sold. The information provided by Customer Relationship Management systems is also invaluable to marketing and advertising people, as they will be able to identify which ideas will works and which do not. Integration of CRM systems in an organisation is very important and this is not an easy task as it seems. Most companies fail to integrate CRM systems that need to share the information for it to be effective. A CRM system also helps in expanding your businesses. Because CRM systems are able to handle huge amount of data, this systems help you in coping with the increased numbers of customers and their data. By installing a CRM systems and if the CRM systems are utilized properly it can be sure that the business will be successful and your customers are lot more satisfied than before. (Adrian Payne; Pennie Frow 2003) There are many reasons why Customer Relationship Management is important to the organisations and some of the reasons are given below: One of CRMs most important strength is that it organises and collects data of the customers and with this data one can analyze for the future opportunities for example by using the CRM data you can analyze the needs based to the customers such as what the customers needs but they arent buying. By using this information you can develop a sales strategy that will offer services in an attractive way even in cheaply difficult times. This includes package of new goods or services or products offering to the customers in an attractive price or with some incentives. The other reason for the importance of CRM systems is every customer is important for the business but some of the customers are more worth than the others. By allocating the sales efforts accordingly, we can produce more profits per sales hour and also we can increase more sales. The CRM systems contain the tools for analyzing the customers so that we can classify the customers according to the sales. For example by using the CRM tools we can see which position are most profitable and which customers are expected to buy them. Customer satisfaction is very important in the CRM systems because customer satisfaction involves two ideas: one is to keep the promises to the customers and the other is to meet their confirmed needs. For example if you promise to contact a customer on Tuesday and do not get back to him until Thursday, you not only reached the customer expectations but the company had delicately shows how much you value that customer. Similarly, CRM can be used to make sure that the company is meeting the customer expectations as fully as possible. This involves professional handling of after-sales contacts such as service calls, resolving customer issues or offering the customer the right product at right price. At last, CRM is used to work the companys sales and customer support representatives smarter because of the improved information at their finger tips which is used to maximize revenue. http://www.insidecrm.com/features/crm-important-recession-082508/ Access 21/08/09 The Role Of Internet And Website In CRM: The evolution of internet as changed the opportunity of building a customer relationship. The important thing is the search engine, it made easier to the customers to find online merchants and communicate with them. These merchants are then offering customers more efficient ways of ordering and receiving products and services. And also, the internet simplified bidirectional communication, for the first time offering a better way for consumers to communicate personal information to the merchant. By using the internet or website a customer needed to send only a application through cyberspace, which results in short delivery time, improved accuracy, and quite often a higher positive awareness. (Jill Dychà © 2001) Internet users realised that not having to go out of their way to buy what they want, and the simple is the process which results in customer satisfaction. In fact web offered customers options they hadnt had with other delivery channels such as: 24-hour access Up-to-the-minute information for example stock levels, product features and prices The ability to research a product or merchant during a shopping trip Online customer support Online self-service Personalized content In the past it takes lot of time to select a product for the customers but now by using the web version, the customer enters a key in his favourite search engine, which returns the web sites for several catalog window treatment firms. He chooses a company which contains a lot of options and prices. Before purchasing, he even browses more than a company of other window-ware web sites for additional prices and options finally placing his order in less than an hour. From this it clearly states that the web has made doing business easier than ever. Source: (The CRM handbook: a business guide to Customer Relationship Management: August 2001, Addison-Wesley). For Example The Loyalty Programs: Companies in almost every industry are trying to use customer information to deal with the relationships. The creation of loyalty programs is one example. The airline industry gives the best examples of present initiatives. The Airline industry introduced the concept of loyalty cards long before anyone talked about CRM. It launched its advantage program in the year 1981 the term frequent flyer was introduced and loyalty marketing was changed forever. In earlier days of the airlines loyalty programs, American and United and the others who soon followed tracked little more than flight miles customer could accumulate for free award flights. Over the years as they have captured more and more knowledge about their millions of customers, the airlines have adopted the fundamental rules of CRM: Get hold of individual information about customers. Recognize what different customers are worth. Treat different customers differently. And this has done in an excellent fashion with the creation of valuable perks for the best customers. Crm Technology: Technology: The word Technology is used differently by different people and gives different meaning. The role and impact of Technology in ones personal and professional life is ever growing. Technology is used to meet the humans need rather than just understanding the workings of the natural world, which is the aim of science. Technology involves planned way of doing things where it covers intended and unintended interactions between people and the products. CRM Technology: Customer Relationship Management is a combination of processes, people and technology that is used to understand an organisations customers. CRM is an integrated approach to manage relationships with the customers. Customer Relationship Management technology supports the main processes of customer relationship management so the organisations can understand or analyze or track its contact with the customers. CRM technology enables enterprises to collect, handle large amount of data relating to the customers, carrying out strategies based on this information. The techniques used by the Customer Relationship Management have been always around and made it possible for organisations and companies to apply the tools to number of customers at a time. There are some technologies used by the Customer Relationship Management are Database Technology, Interactivity and the Mass customization Technology. Database Technology: It is the ability to analyze and plan large amounts of data besides to the storage capacity. Interactivity: The interaction between the customers and the organisation using the websites, call centers, and any other means using internet or telecommunications. Mass Customization Technology: It is a computerized standardization enables company to break services or products into modules or templates. The all technologies together make possible for an organisation to connect in the activities of Customer Relationship Management. Different Types Of CRM Systems: CRM systems can be described as a technology based business management tool which is used to develop and control the knowledge to look after, maintain, and strengthen the relationships with the customers. The main functions of the CRM systems are to effectively segment customers, maintain long term relationships with the profitable customers, establish how to handle unprofitable customers, and modify market contributions and promotional efforts. There are different types of Customer Relationship Management systems depending on the requirements for different levels of integration on the needs of the business. Some of the CRM systems are Sales systems, Call center and trouble ticketing and marketing systems. Sales Systems: This system includes all the systems that provide sales people, channels or customers themselves orders for new services. The main systems in the sales systems are sales force automation, point of sales and channel management systems. Call Center And Trouble Ticketing: This systems are the most challenging to integrate because of the more interfaces and more critical than any other systems. The main complicated issue is the timing and level of integration. Marketing Systems: This system is the easiest system in all the different types of CRM systems. It is a system of high performance, flexible platform that one can use to perform targeted personalised e-marketing using web or e-mail. The marketing system includes support for the content targeting, up-sell and cross sell capabilities, advertisements and testing, e-mail campaigns. Difference Between Transaction Customers And Relationship Customers: There is a lot of difference between the customers for example there are customers who are most profitable and at the same time there are customers who are not so profitable. A company focuses on those customers who are profitable and help in the growth of the revenue. The main idea that a company have a profitable relationship with all the customers and the targeting customers with a different product or service is already in action in most of the financial services such as banking, insurance, credit cards etc. At the same time it is less recognized in many other businesses sectors like manufacturing. Clemons (2000) There is one method to identify the group of customers by the concept of distinguishing between transaction and relationship customers. Transaction customers are very much unpredictable and have very little loyalty, other than that related to obtaining the best price. Whereas Relationship customers are far more possible for loyalty as they are regularly prepared to pay a premium price for a range of consistent goods or services. (Newell 2000). Once Relationship customers are recruited than they are less possible to defect, provided they go on to receive quality service and products. Relationship customers are also more cost effective than new customers because they are already well-known with, and need far less guidance to buy the companys products or services. Peck et al. (1999) are among those who argue that for many organisations it would be beneficial to distinguish between the two types of customers and focus on relationship customers. He also suggests organisations to concentrate on the Relationship customers because they are the most profitable to the organisation. According to Newell (2000) there are likely three different types of relationship customers and they are: the top, middle and lower groups. The first group that is the top group (top 10 percent) are the customers who are with excellent loyalty and of high profitability for the organisation. CRM is required to retain and propose them the best possible services and products in order to avoid them defecting to other competitors. Middle group customers (next 40-50 percent) are those delivering good profits and they are the customers who are possible for future growth and loyalty. The middle group of customers are the main probably giving some of their business to competitors. The main idea is to use CRM to target the middle group customers efficiently because they are the greatest source of probable growth. The last group is Lower group relational customers (bottom 40-50 percent) are slightly profitable to the organisations. In these some of them may have potential for growth but the cos t and efforts involved in targeting such customers, effect the effectiveness of servicing existing relational customers in the remaining groups (Top and Middle groups). CRM should consider this group seriously and identify this group for the response required. Transactional customers add either nothing or have a poor effect on profitability. The agreement therefore is that CRM needs to identify transactional customers to assist organisations respond correctly. CRM Functions: CRM system supports all the stages of the interaction with the customers from order through delivery to after-sales service. CRM also covers the online ordering, e-mail, knowledge bases that can be used to generate customer profiles, and to personalize service, the generation of automatic response to e-mail, and automatic help. Rowley (2002). She also distinguishes the list of functions that might apply in a CRM application: E-commerce Channel automation software Guided sell

The Real Purpose of a University Education Essay -- Argumentative Educ

The Real Purpose of a University Education All my life I knew I would be attending college. There never seemed to be any other option available as far as I knew. I never really stopped to think about whether or not it was necessary for me, or why it was so important; I was just funneled into the college curriculum in high school. I have attended the University of Arkansas for three years now, and have heard two main arguments over the purpose of a college education. One is that college is a place to train for a job, and the other is that college should be an institute of higher learning with no real focus on a future job. Challenged to form an opinion on this matter, I finally decided that neither side is absolutely right. In fact, I decided that the â€Å"purpose† of college should not even be an issue. College is what the student makes it. However they view college, all of the students will come out with some very similar experiences and benefits. I often hear professors grumbling about students who don’t value learning for the sake of learning. They feel that students who view college as job training may as well be in some vocational school, leaving university life for the more â€Å"enlightened† among us. This seems ridiculous to me. The majority of people in the United States will have to get jobs in order to support themselves or their families until retirement. So, you may as well plan to get a good job that pays well and you enjoy. What better place to plan and train for a future job that college? First of all, college provides students with an opportunity to explore different subjects and to find out what they truly love doing. Also, according to a 1994 College Board Study, college students will make an av... ...this, imagine the possibilities of a college education. Obviously, all of these things that you gain from college that I have discussed in reference to society could also be applied to finding jobs. A potential employer would find any of these qualities attractive. However, as already mentioned, this is beside the point. I think we should stop wasting time fussing over the purpose of a university education, and simply make it whatever you want it to be. If you’re here to get prepared for a job, then do it. While you’re at it, learn something you did not necessarily plan to. You may enjoy it. If you’re here to become absorb knowledge like a sponge, then do it. While you’re at it, you get ready for a future career. You may need a job someday. It doesn’t matter if you attend college to get a job or to become enlightened--the benefits will come either way.

Psychological Perspectives for Health and Social Care Essay

Psychologists uses a range of perspectives and approaches when studying how individuals think, feel and behave. Some researchers may focus on one specific perspective, whilst other researchers study a more diverse approach that may incorporate multiple points of views. Each perspective aims to offer explanations for different aspects of human behaviour. The behaviourist approach’s influence to health care The behaviourist approach is based on the concept of explaining behaviour through observation and the belief in which our environment is what causes us to behave differently. The behavioural learning model learning is the result of conditioning. The foundation of conditioning is that a reward following a desirable response performs as a reinforcer and increases the possibility that the desirable response will be repeated. Reinforcement is said to be the core of the behaviourist approach. Furthermore, once a desired behaviour established, irregular reinforcement maintains the behaviour. The behaviourist theory approaches are frequently used in weight loss, smoking cessation, assertiveness training and anxiety-reduction programs. The significance of frequently and consistently rewarding desired behaviour immediately and not rewarding undesirable behaviour is crucial to the success of a behaviourist approach to learning. The principles of classical conditioning have been applied in many therapies. As its name suggests, behavioural therapy is focused on human behaviour and looks to eliminate unwanted or abnormal behaviour. Typically this type of therapy is used for those with behavioural problems or mental health conditions that involve unwanted behaviour. Examples of this include: addictions, anxiety, and methodical desensitization for phobias, aversion therapy and obsessive-compulsive disorder (OCD). Practitioners of behavioural therapy believe that behaviour is learned and can therefore be un-learned through therapy. As well as the behaviour  itself, behavioural therapists will look at thoughts and feelings that lead to the behaviour or occur as a result of the behaviour to comprehend the issue at a greater level. Aversion therapy is a form of treatment that utilizes behavioural principles to eliminate unwanted behaviour – as it follows, if all behaviour is learned it can be unlearned. In this therapeutic method, the unwanted stimulus is repeatedly paired with discomfort. The objective of the conditioning process is to command that the individual associates the stimulus with unpleasant or uncomfortable sensations. There are many reasons why behaviour could perhaps be unlearned; this could be due to behaviour in which is destructive or undesirable. These undesirable behaviours come about as individuals associate them with pleasure; the brain learns that, such as, drinking may allow one to feel relaxed a lowers stress levels. This is somewhat fine, however if one becomes reliant on the substance and it begins to take a dominant part in one’s life then this has become an undesirable behaviour. It is one’s choice to unlearn that alcohol equals pleasure. Aversion therapy goes about eliminating this behaviour by attempting to break the association between alcohol and pleasure. The therapy, in the case of alcoholism, involves the patient drinking while together having a negative stimulus directed. The negative stimulus could be an emetic drug (one that causes the patient to vomit when drinking alcohol) such as an emetic drug, one that encouraging vomiting when alcohol is consumed like disulfiram (a synthetic compound used in the treatment of alcoholics to make drinking alcohol produce unpleasant after-effects), or an electric shock administered whenever the patient drinks. In short, then he patient is punished for drinking and, for the same reason a parent punishes a child, a successful outcome is to reduce or completely eliminate their undesirable behaviour. The cognitive approach’s influence to health care Cognitive therapy for depression has its roots in the cognitive theory of depression (Beck, 1967). It is an active, structured, problem-focused, and  time-limited approach to treatment which is based on the premise that depression is maintained by negatively biased information processing and dysfunctional beliefs. Treatment is designed to help patients learn to think more adaptively and thereby experience improvements in affect, motivation, and behaviour. The effectiveness of cognitive therapy for depression has been demonstrated in over 30 clinical trials (Dobson, 1989). The general approach in cognitive therapy for depression involves guiding patients through a number of structured learning experiences. Patients are taught to monitor and write down their negative thoughts and mental images to recognize the association between their thoughts, feelings, physiology, and behaviour. They learn to evaluate the validity and utility of these cognitions, test them out empirically, and change dysfunctional cognitions to reflect a more adaptive viewpoint. As therapy progresses, patients learn to identify, evaluate, and modify underlying assumptions and dysfunctional beliefs that may have predisposed them to depressive reactions. The therapist also teaches (or reactivates) adaptive coping skills such as breaking down large problems into smaller, more manageable steps, and decision-making by cost-benefit analysis. Activity scheduling, self-monitoring of mastery and pleasure, and graded task assignments are commonly used early in therapy to help patients overcome inertia and expose themselves to potentially rewarding experiences. Patients typically require approximately eight sessions to gain a reasonable level of mastery with the model and the skills involved. A significant reduction in symptoms often occurs during this initial stage of therapy. The remaining sessions are used to evaluate and modify dysfunctional beliefs that impair functioning and make the patient vulnerable to future depressive episodes, build relapse prevention skills, and discuss termination issues. According to my research, many patients show a remission of symptoms in 8-12 sessions. A full course of treatment is considered to be 14-16 sessions although severe cases can take longer. Maintenance of treatment gains is enhanced by occasional booster sessions during the first year after one’s termination. The humanistic approach’s influence to health care Humanist learning theorists view learning as a function of the whole person and believe that learning cannot take place unless both the cognitive and affective domains are involved. The individual’s capacity for self-determination is a vital segment of the humanist theory. For example, the humanist theory is used to help post myocardial infarction (a syndrome that involves the inflammation of the sac surrounding the heart); patients regain a sense of personal control over their health care management. The focus of the humanistic perspective is on the self of one individual – which translates into you, and your perception of your individual experiences. This approach argues that one is free to choose his own behaviour, rather than responding to environmental stimuli and reinforcers. Issues dealing with one’s self-esteem, self-fulfilment, and requirements are seen as dominant. The key focus is to assist one’s personal development. Two major theorists associated with this view are Carl Rogers and Abraham Maslow. All patients grow with success and do better when achievements are recognized and reinforced. Respecting the whole person in a supportive environment can encourage learning. Learning is also fostered through structuring information appropriately and presenting it in meaningful segments with appropriate feedback. There are a vast variety of conditions that should be encountered before an individual can develop on becoming self-actualized. According to the ‘needs hierarchy’ described by Abraham Maslow, individuals must first secure their basic â€Å"organismic† needs (including adequate food, clothing and shelter necessary to keep them alive). Having achieved the essentials, they next build up and work to achieve: a feeling of adequate safety, a sense of belonging (to one or more social groups and relationship), and a sense of self-respect and social respect. Self-actualization, the drive for one to do all that he desires to do with his life, is something that only occurs as a influence of behaviour after all the earlier needs are adequately satisfied and a state of contented happiness is achieved. For instance, the media create unrealistic, and for most individuals  unattainable ‘ideal’ image, especially for women and adolescent girls. The majority of models exposed publicly are greatly below the ‘normal’ weight for their age and height. In the humanistic vision, human dysfunctions are caused by a faulty or interrupted development process; essentially human issues regarding to immaturity, or commonly of the social/emotional variety. The aim of humanistic therapy is to promote social or emotional maturity and growth. Through assisting service user’s to resume their disrupted developmental processes in healthy directions, patients are helped by professionals in order to grow up and out the of the immature mental and emotional states that contribute to the pain one may feel or cause pain upon others. The psychodynamic approach to health care Anxiety is a feeling of worry, extreme nervousness, or unease about something with an uncertain outcome. The condition gives of an uncomfortable feeling of fear or an approaching disaster and could perhaps negatively reflects the thoughts and bodily reactions an individual may encounter when presented with a situation that is unable to be managed. When an individual experiences the feelings of anxiety, their thoughts may often actively assess the different situations without intentionally doing so; the individual may too develop predictions of how they will cope founded on past experiences. Despite the fact that some anxiety is a normal response to difficult and stressful circumstances, whereas the anxiety level is abnormally high an individual may lack the awareness of how to effectively control the issue. Anxiety can take many forms, and several of these may consist of: An intense physical response due to the arousal of the nervous system leading to the physical symptoms (which may involve the racing of a heartbeat). A cognitive response referring to the thought about the issue and the individuals ability to manage with it. Those which encounter the condition of anxiety may often feel negative about most situations and think unenthusiastic thoughts. A behavioural response which could consist avoidance or unusual behaviour including aggression, restlessness or  irrational behaviour. An emotion response reflecting the high level of distress the individual is confronted with. There is just not one cause of anxiety, however there are a number of factors that could contribute to the development of anxious thoughts, feelings and behaviour. The many factors comprise of: Hereditary – many research has suggested that those with a family history of anxiety are more likely to also develop anxiety. Biochemical reasons – Research suggests that individuals who experience a high level of anxiety may have an imbalance of chemicals in the brain that regulate feelings and physical reactions. Certain life experiences – Particular life experiences can allow individuals more vulnerable to anxiety. Events such as a family break-up, abuse, ongoing bullying, and/or workplace conflict can be stress factors that challenge a person’s coping resources and leave them in a vulnerable state to experiencing anxiety. https://www.psychology.org.au/publications/tip_sheets/anxiety/ References: Euromed Info [Online] Available from: http://www.euromedinfo.eu/behavioral-cognitive-humanist-approaches.html/ (Date accessed 19/01/15) Cognitive-behavioural approaches and weight management: an overview. (2000) [Online] Available from: http://www.ncbi.nlm.nih.gov/pubmed/10918780 (Date accessed 19/01/15) Cognitive Therapy for Depression [Online] Available from: http://www.apa.org/divisions/div12/rev_est/cog_depr.html (Date accessed 19/01/15) What Is Aversion Therapy? 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Dairy Industry in Pakistan

While comparing the value of milk with other cash crops, it was mentioned that milk had a value about 60% higher as compared to both wheat and cotton together. The land of Pakistan is benefited with both irrigated plains through mighty Indus river with its tributaries and desert areas like Scholastic and Thereafter. Pakistan is expended from costal range areas in the south to the alpine pastures in the north and has variability in topography, rainfall, immunity, temperature, plant and animal species, social and cultural heritage.So Larry development Is not only name to meet ten growing means AT animal protein but for socioeconomic reasons as dairy animals provide regular cash income, economic utilization of family labor, create social security and supply growing markets. Milk production is an extremely labor intensive occupation, however, in many countries of the world including Pakistan, it is the most productive way of converting crop residues and agro industrial wastes into valuab le food.But due to biological and technical constrains like shortage of feed, high mortality rate, poor emetic potential etc; socio economic constraints like high input cost, scarcity of sources, inadequate marketing systems, commercial feed industry and policy constraints render this sector undeveloped and truly in a miserable condition. The main objective of this article is to review the potentials, problems and solutions pertaining to dairying in Pakistan. Main features of dairy sector in Pakistan.Dairy industry in Pakistan has similar characteristics, like other developing Asian nations, which include small herd, poor genetic potential of animals for milk, low quality deeds, high risks of epidemics, improper marketing channels, lack of technical man power for dairy industry, high environmental stresses, reproductive failure and high udder abnormalities, orthodox management practices, poor extension services and lack of commercial rations. Despite of all above problems, dairy ani mals, mainly buffalo and cattle are producing 26. 4 million tones of milk in Pakistan (Agriculture Statistics, 1999-2000).Per capita availability of milk in Pakistan is 82. 4 Keg annually. This quantity of milk provides more than half of the 17. 4 g of animal protein available or each Pakistani daily. But Pakistan still has to import dry milk and other milk products e. G. Butter, cheese, yogurt, cream, whey etc. Every year to fulfill the ever increasing demands for milk and milk products. During year 1999-2000 Pakistan expended about 1213. 5 million rupees of valuable foreign exchange to import the milk and milk products (Agricultural Statistics, 1999-2000).The increasing demands for dairy products are attributed to high population growth rate and rapid arbitration. Population of buffalo and cattle. Pakistan owns about 23. 3 million heads of buffalo Agriculture Statistics 1999-2000). The buffalo population increased about 14. 7% during the last 6 years from 1996 to 2001 in Pakistan. Population trends indicate that their number is likely to further increase in future (Khan, 1998) Punjab, Kinds, NFW and Balloonists provinces contribute 64, 28, 7 and 1%, respectively, to the total buffalo population of the country (Livestock Scenes, 1996).These figures indicate that most of the buffaloes are present in irrigated areas and along riversides of the country. About 60% of the total buffalo stock is, female buffalo stock, of above three years of age. It is estimated that about 8. 7 million heads of buffalo are in milk, remaining either in dry stage or not yet calved. About 0. 42 million buffalo bulls are available either for breeding or for work purposes. According to Economic Survey (1999-2000) of Pakistan about 22. 4 million heads of cattle are available in Fig. 1.