Leading as a management function

The main theme that affects the organization’s culture is the aspect of its leadership styles. There is definitely a straight connection between the leadership style and the organization’s culture.Advertising We will write a custom essay sample on Leading as a management function specifically for you for only $16.05 $11/page Learn More Some of the leadership styles that show an interrelationship with the organization’s culture include directing, supporting, coaching and delegating. Directing involves definition of employees’ roles and telling them what, how and when they should do various tasks. Supporting leaders recognize and listen facilitate problem-solving situations. A leader who has coaching skills provides the direction while at the same time hears the person’s feelings, ideas and suggestions. A leader who delegates duties allows people to be more autonomous given that the leader has seen an aspect of competence , commitment and confidence in the people that they lead (Ken 2008). A leader who exercises any of the above styles allows innovations to take root. A good example of this situation is one that involved John Delorean when he was ones a division head of General Motors. He led by using all the above styles thereby enhancing innovations in the company (National Defense University, Not Dated). Qualities of leadership do not change. Instead, various aspects aimed at improving the qualities are added to the existing qualities in order to improve the standards of effective leadership. The static characteristic of quality leadership is contrasted with the ever changing management structure in any organization. This is because throughout time, there has been loss of middle management because the structures of contemporary organizations keep flattening off. These reasons prompt the current organization leadership to possess greater project management skills (Snell, a. 2009). The leadership of the company must therefore be composed of visionary and inspirational people. Such kinds of leaders are able to know what needs to be achieved and they can also create an image of how things ought to be (Snell 2009).Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More An effective leader must also be aware and be influential. The awareness of a leader will make them understand the abilities of each individual. A good leader must also understand their role in influencing the group that they lead. Hence an influential leader will use vision and employ the services of stakeholders in order to sway an opinion. In addition, effective leadership skills must have the aspects of trustworthiness so as to be honest and open to the team under the leader. They should also keep track of progress as a way of monitoring the targets. Taking all these factors into consideration, it can be deciphered that the r ole of a leader is pretty challenging (Buble Ivana 2007). Managers can develop good leadership skills through many ways. Leaders need to observe methods and skills of their bosses that they respected. They need to take risks and try to learn from mistakes. Managers also need to read autobiographies of leaders they admired to try to understand how such leaders think. A lot of practice is also required in development of leadership skills. Leaders should not be afraid of making mistakes. They should rather try different approaches whenever they fail in one approach. They should also purposely engage others throughout their operations in order to get things done. Managers should also seek development experiences such as building something from nothing. They should be exposed to positive role models and overcome all kinds of hardships (Snell, a. 2009). Reference List Buble, M Ivana, P. (2007). Interdependence between Organizational Culture and Leadership Styles: The Croatian Case. The Business Review, Cambridge: Summer 2007: 7, 1: ProQuest. National Defense University, (Not Dated). Strategic Leadership and Decision Making. Retrieved from http://www.au.af.mil/au/awc/awcgate/ndu/strat-ldr-dm/pt4ch16.htmlAdvertising We will write a custom essay sample on Leading as a management function specifically for you for only $16.05 $11/page Learn More Snell, B. (2009). Management: Leading and Collaborating in a Competitive World. Ed. 8. The Mc-Graw-Hill Companies. This essay on Leading as a management function was written and submitted by user Felicity W. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Ismail Pasha essays

Ismail Pasha essays Interpretive Research Paper-Egyptian Ruling Elite The country I studied during this project was Egypt, and the character I was assigned to was Ismail Pasha, who was part of the Ruling Elite. Ismail was the son of Ibrahim Pasha, who took the throne after Said Pashas death. He ruled Egypt from 1863 to 1879. He began his rule halfway through the American Civil War, when Egypt experienced an immense growth in cotton trade, due to the unavailability of American cotton. Ismail did not control his money well. He was concerned with making Egypt seem attractive to surrounding countries and nations. Which would help migration to Egypt. His attempts included throwing magnificent parties on just about any occasion he could come up with. Although he was the darling of Europe, (social class profiles, 1) he did not handle his money responsibly. Ismail spent lavishly, and was very unwise about handling his financial affairs, thus leaving himself open for criticism. He was committed to the Suez Canal project, which he changed in two major ways: First of all, he constructed a freshwater canal, and second of all, he refused to provide an infinite amount of peasant labor. In 1866, he changed the manner in which the leaders successors were chosen in Egypt. This caused controversy between himself and the Sultan Abdulaziz around the time when the Suez Canal opened, in 1869. The two later reconciled, but it cost Ismail heavy expenditure, which did not help his already growing debt. The debt was eventually too much for Ismail to overcome, or even come close to paying back. He spent extravagantly, and borrowed the money he needed, but he could never pay it back. He desperately tried to relieve himself of the burden he carried, by several methods. He stopped paying interest on Egypt's loans, stopped paying his officials, and doubled the taxes on his people. But the debt was just too overwhelming. In...

Multinational finance and accounting Essay Example | Topics and Well Written Essays - 3000 words

Multinational finance and accounting - Essay Example 5. (the forecast of proceeds is revised downward here because the equity investment of the subsidiary is less; the buyer would be assuming more debt if part of the initial investment in the subsidiary is supported by local bank loans). 6. Required parent's rate of return 18 percent. To Find Present Payment, Given Future Required Amount Given: Interest 18 18 18 18 18 18 Number of years 1 2 3 4 5 6 Present Value Interest Factor 0.847457627 0.71818443 0.608630873 0.515788875 0.437109216 0.370431539 Initial Investment 40,000,000.00 Initial Investment in Marks at $.50 per mark 80,000,000.00 Net Cash Flow 8,000,000.0010,000,000.0014,000,000.0016,000,000.0016,000,000.0016,000,000.00 Net Cash to Parent 4,000,000.005,000,000.007,000,000.008,000,000.008,000,000.008,000,000.00 Net Cash to Parent after tax 3,600,000.004,500,000.006,300,000.007,200,000.007,200,000.007,200,000.00 Salvage After 6 years 30000000 Exchange Rate1

FINAL EXAM Essay Example | Topics and Well Written Essays - 2500 words

FINAL EXAM - Essay Example They are less important for managing or hedging against short-term exposures because demand uncertainty is always lower in the short term. In addition, operational hedging is likewise less crucial for commodity-based firms that face price rather than quantity uncertainty. Financial instruments are greatly used by forms to hedge against short-term exposures while operational hedges are used greatly to hedge against long term exposures. The foreign currency cash flows of firms that have plants both in foreign and domestic location are not independent of the exchange rate. And therefore, optimal financial hedging policy should entail forward contracts as well as foreign currency put and call options. Natural hedges helped MNCs to offset unexpected fluctuations in foreign currency exchange rates especially operational hedges that are associated with geographical diversification. Operational hedging often compliments financial hedging. For instance, MNCs use financial derivatives to mitigate risks exposures while they are operationally hedged, geographically diversified. Financial instruments are used to reduce the basic component of profit variability while geographical diversifications (operational hedges) can reduce firm-specific risk exposures. The use of both financial derivatives and operational hedges improves firm value. Operational hedges are not perfect substitutes for financial risk management. In the case of CARREFOUR S.A., Carrefour used financial market instruments, Forward contract, to hedge against their foreign currency borrowings in order to maintain total debt requirements at 97% in Euros. MNCs often use both parallel loans and currency swaps to achieve a similar objective. For instance, they provide a cheaper form of debt because they easily borrow in their respective countries and then swapping the debt. Both parallel loans and currency swaps helps the MNCs in

Ethical Dilemma Essay Example | Topics and Well Written Essays - 1500 words

Ethical Dilemma - Essay Example In order to carry out ethical teaching in class, the teachers might face ethical dilemmas often. Ethical dilemma is known to be the complex situation in which one might get when he has a mental conflict between moral essentials in which it is known that the choice of one may result in disobeying the other. They are also known as moral dilemmas and in these cases, societal and personal ethical guidelines may not provide any satisfactory outcome (Garber, 2008). Ethical dilemmas and moral situations can often arise in situations where one person can not take a moral decision and is bound to take a decision that does not fit in the ethical boundaries in one way or the other. Such situations may have many similarities and are at many times considered to be analogous (Carr, 1999). An experience I had that shows the similarities between the ethical dilemma and a moral situation is during my internship when I observed a situation in class where the teacher was in an ethical dilemma. The situ ation can be called as a moral situation and an ethical dilemma, as in both the cases, the teacher was bound to take a decision that did not fit into the moral principles and the professional ethics of education. In the situation, James was a classroom teacher of the ninth grade. His homework policy was that the homework would be given to take home on Friday and the students must bring it back and submit it on the following Thursday. He continuously emphasizes that it is the students’ choice to do it or not, but in case the homework is not completed and handed in on Friday, they will have to serve detention during one period of recess. Raoul was an excellent student in his class who always finished his work on time and correctly. He was a sensitive and dedicated student who strived hard to please the teacher. One Wednesday, Raoul gets sick and out of school, moreover the following day which was a Thursday, he forgot to bring his homework to class. This was the first time Raou l did not have his homework. James was sure that he had done his work and forgot to bring it. Raoul could get a day’s extension for being sick. And James also knew that the thought of serving detention was devastating for Raoul. However, James had to decide whether to follow the rule and have Raoul serve the detention, or make an exception based on the fact that Raoul has been sick and his routine is disrupted. This situation can very well be executed as a moral situation as well as an ethical dilemma. James is the teacher and he holds the responsibility in class to follow the professional ethics of education in which the teacher is supposed to apply the same rules for every student and avoid favoritism. On the other hand the professional ethics state that the teacher should understand each student and contribute in the best way possible towards his learning and his encouragement. James gets in ethical dilemma as he knows that taking a decision in regard of one ethical standa rd will violate the other. If James gives Raoul detention, he will discourage him and led his morale down, and if he gives him an excuse it will violate the professional ethics that he has set for his classroom (Robinson, 2005). In the similar way, the situation can also be called as a moral situation in which the teacher is bound by the moral principles of class and he is in moral dilemma. James is a teacher of ninth grade, who are teenage students and understand the situations of the class very well. If James gives an exception to Raoul, it will violate the moral conduct of the class in which the teacher owes a moral responsibility towards every child equally. Since Raoul has disobeyed the moral conduct of the class, James should give him the same punishment that all the students get,

Risk Management For Huawei

Risk Management For Huawei HUAWEI is a well known company Providing Telecommunication business all over the world but risks cannot be ignored. The Purpose of this manual is to provide suggestion to handle the risks in the company functional areas The manual can be helpful in identifying the efficiency of the risk management system. Also can be beneficial in less attention risk areas. It will use the standards, policy and strategy of Huawei to identify the tools of the risk management system. The risk management should be parallel activity and must be well documented.For easy understanding the risk management system is divided in three Stages. Stage 1 Development of Strategy and vision for the risk management system with clear goals. This is beneficial for the awareness of the company employees. The engagement of the employees will increase the success of risk management. Risk aware culture will improve and work better of Risk management. This stage included the planning, roles and responsibilities, communication, resources and training of having level. Stage 2In stage2 the proposal for various areas are considered in risk management, which identify the responsibility of individual area and various kind of training is needed, a campaign should be create among the employes regarding risk management. Industry and market risk: Business: customer and market, product and innovation Operational risks: including Safety systems, Environmental risks, Human reliability, Organizational risk Financial risks: the risk associated to any form of finance (credit, market) Stage 3 In stage 3 identification of the process and the way of application in each individual area and the way to interwork build the process of risk management. Risk Identification: Manual in practical Statistics as input Risk Assessment:In the culture of the company the information about the risk management should be important part. Risk Response and Risk control. Proper Training of Risk analysis. To identify the need of training for the people whose responsibility is coordinating and implementing the risk management. The manual does not give direction for each area specifically, but will be the general guidance to need of implementation of risk management The responsible person in each area wil analyze and detailed knowledge That will make risk management successful. Competency Policy in Risk Analysis An organization may use a numerous methods and technique when risk mapping is implement . For risk analysis, there are a wide range of techniques used: HAZOP/HAZAN/FMEA/FTA Studies Statistical analysis of past incidents Consequence modeling Risk level Comprehensive Quantitative Risk Assessments Monte Carlo simulations Determination of individual/societal risks Determination of environmental risks In the light of the above manual personnel in the organization will have required experience for the described techniques. The policy will include evaluating the competence strength and weakness of the skills. It will also identify and shape the risks which apply to different people working in various departments.The realization of sophisticated methods used by experts. Creation of risk mitigation along with control plan with the option of implimintation. The input should be provided for the development of organization risk management system. Authorization of Risk Traning. The Managers working with other departments should be responsible for traning.Approval should be made by top management and ensure of the planning. .Relation to the market with competence considerations. Operational risks The risk factors may be caused due to deliveries and financial situation on the supplies side.one of the factor is long term dependency to supplier. Safety Regulations should be implemented. Production risk Risk Analysis Requirements Supplier risk Information Risk. Financial Risk. The Hauwei has made efforts to control Risks in its acatvities.Due to the expansion of the company internationally, new partners are entered and IT dependency increases new risks are created. Huawei has been affected due to currency inflation in the market. To mitigate these kind of risk arises from foreign currency exchange Huawei use cash equivalents, financial receivables, debt of short and long term. Types of Financial Risk Change in Currency conversion rate Interest rates Assets lost Economical risk . Management ReviewTo see status of the project and resource allocation management review is done. The analysis results of audits, preventive and corrective actions is done by management rivew.Due to management review some decisions can be made like increase resources:Imrovement in risk management process,machines,manpower etc The information management system can be introduced and be the out put for management review. . Some methods we can use: SWOT This technique is used on finding strength, weaknesses, opportunity and threats and then analysis of risk on the basis of our finding. In Huawei we keep on conduct SWOT analysis which can help in identifying and managing of risk.. Breakdown: Risk in break down is of great importance and should be checked regularly and preventive measure should be taken to minimize. Product Liabilities: liability like people must be kept into deliberation. Accept Risk Some of the risk may be of low importance and just accept without removing.The significant business risk may be formal and must be decided by senior managers. Avoid Risk Avoidance risk is to change business practices and no more exposed to specific risk. Transfer Risk To share some of the risk with other is called transfer risk we can take Insurance policy as a example. Risk management organizational levels Each member of the organization has to play a role in management system control,as it is the process dependent on the people.The role of individual people in risk control varies in organization .The most top management should define the rules for risk management and control.every body in the organization should have responsibility of controlling the risk. COMPTENCE ANALYSIS: Competence analysis in an organization can be done by interviewing the individuals or the teams and asses what needs to be done to improve the situation in order to minimize the risk of failure. In order to understand competence analysis we have to describe the level of competence so that we could compare the risks involved in different areas of the organization.A target framework derived from business strategies, plans, objectives and targets.Analysis of strategic requirements, gathered from the obtained framework. Covering all aspects of changes required regarding to that framework. Strategic, critical,declining and core competencies. Level of competence is different in different areas of an organization, depending upon the roles and responsibilities of the employees. We can make a competency model by dividing the organization into teams depending on their ability, experience and skills with more focus in the risk management area. In this way we will be able to see the important competencies in different departments. We split the competence levels into the following three: Low Medium High COMPETENCE MAPPING: Competence mapping is the process from which we can asses and determine the strength of workforce of employees to avoid any kind of risks. The employees play an important role in the success and development of an organization.We can use the competence mapping to identify the knowledge of the employees in risk management and then fill the gaps with the training. Competence mapping is a chart that shows the specification level. The present competence level and required level is marked in the chart with the diversified lines. The gap between the lines points out the required developments that must be addressed in the competence development plan. When the competence levels are evaluated, the competence mapping can be drawn. COMPETENCE GAPS: It is essential to define the competence gaps of the employers; because the performance of the employers depends in large part of skills of the employers. It is also very important for many organizations to define which skills, that the employers must have, are necessary for that particular area of the organization.Analyzing the Competence gap help us to identify which competence in risk management is needed for each employee. We can identify these gaps by comparing the current situation of the workforce and our future needs. If we have a rating between Current Requirements and Future Requirements and it is larger than the Competency that we posses that means we have a competency gap. This helps them improve and provide an environment for the implementation of risk management system. PLANNING FOR IMPROVED COMPETENCE SHORT RANGE AND LONGRANGE Risk management can not be seen as one time project, it has to improved and followed up all time. It is needed a plan for the improvement of the competence in order to make it works. Also it is very important to have a plan for improving the competence in a short and long range. After the evaluation of the risk management knowledge of the employees, the plan for the competence training short range will be developed. Once the competence gaps are found out, here are the required basic steps that must befollowed in order to develop a plan to overcome those gaps and to improve the competencies. Finding out the key skills required by the organization Evaluate the personals: To evaluating the personals and examine their levels in each of the relevant competencies. Requesting a feedback from stakeholders, colleagues and managers. Ordering and prioritizing the gaps: When it comes to focusing on closing the gaps, risk management department should choose the best option or way to cope it. It could beanother training class or a session with subject matters, reading for self-improvement subjects etc. Controlling the progress: The final step for the overcoming the competence gaps and improving them process should be monitoring the process that the risk department or committee have taken to increase the personnels competence levels. Once the committee is convinced that the target level for the personals is reached, they can close and improve the gap and move to the next priority area. IMPLEMENTATION PLAN FOR THE COMPETENCE TRAINING IN RISK ANALYSIS SYSTEM Since the word competence is quite important for the job performance, the role of managers to do the planning and implementation of training process is very critical. So, they should be very careful before and during the training process, since their misunderstandings could lead up the unexpected risks.Creating a training material is important to be ensure that this training is delivered to the right personnel at the right time.It is undeniable that using competency training and competency assessment provide theorganization to reduce risk and to improve performance by developing competency frameworks. Below, there are rules that should be taken into account when creating or implementing a competence training system in a risk analysis system; It is important for employees to be able to actualize their performance what they have learned during the training process and to be encouraged to apply their thoughts and opinions into the real case. This will allow them to be clear and be more precise while they identify, evaluate and analyzing the risk. It is clear that competence training is used within the risk analysis system of an organization in order to increase efficiency of employees current job performance.Competence training system should be well integrated to risk analysis system so that the attendances are active participants and able to create solutions to reduce the risk of the organization during and after the training system.A risk analysis system can be well done by applying the competence training to risk committee.This can provide the employers a better understanding and gives some real ideas in the field of risk management. PLANS FOR SECURING THE COMPETENCE NEEDED There is a need of reviewing the strategy for securing the competence needed, A plan for spreading the information within the company has to be reviewed all the time through the internal trainings, job rotation, documenting all the work done from consultants working in the different areas and spreading the culture of sharing knowledge among the employees. The risk manager has to be working very close to the managers of each area to identify the key persons and not allowing that a gap occurs when the person leaves the company, jeopardizing the projects and products quality Securing the competencies for an organization can be guided by an integration approach that is measured by the organizations strategy. As an instance, for an organization, in order to secure the necessary competencies, some actions can be taken such as developing and involving new skills and competence in the right place and right time.Enriching the value of expertise of the organization by clearly identifying the strategicareas.Additional training for the development by ordering and prioritizing the training programs.After the competence are determined, identifying a competence development plan byutilizing from career planning, experts opinion, guidance for recruitment etc. EVALUATION OF TRAINING RESULTS The evaluation of the trainings demonstrates that if this training has a positive or negative or no impact on the risk area.After defining the risk areas and objectives in these risk areas, these objectives can be evaluated by using a post-training evaluation form. About the content, methods, materials and delivery of the training, the participants opinions can be asked and they can asked to ratetheir satisfactions about these titles. After gathering these risk evaluation forms andparticipants opinions, the training workshops about risk areas can be revised and performed again. In order to evaluate the impact of the training on defined risk areas, an impact monitoring exercise can be performed. This can involve sampling from random trainersevaluations about these training. These evaluations can be a questionnaire which was fulfilled by participants about the trainings. AUDIT OF THE COMPETENCE SYSTEM To audit the competence of the system, the standards, guidelines and procedures should be identified. Standards determine compulsory requirements for auditing and reporting. They can be auditors skills, knowledge or experience, etc. Also the auditors should use professional judgments in their application. The aim of guidelines is to explain how to obey the auditing standards. Apart from these standards, guidelines and procedures, an auditor would be going in search of addressing these issues to audit an organizations compliance with the competence.The organization should evaluate the impressiveness of activities taken to meet competence needs and to make certain the needed competence has been gathered.The organization can use many kinds of techniques and tools like role-play,observation, reviews of trainings and employment records, interviews, etc. for theevaluation method of effectiveness of activities.The organization should determine what competencies are needed by team performing work which affects quality.The auditor should determine the approach to define these competencies for organization.To control the quality characteristics of products or processes, the competent personnel should be assigned.The auditor may survey job descriptions, testing or official examination activities,records of management reviews, definitions of responsibilities and authorities, audit records, customer complains, process validation records, etc. to verify the competenceof personnel for the work. IMPROVEMENTS AND CORRECTIVE ACTIONS Improvement opportunities during an audit can be documented to make certain corrections.Also problems can be related with the specific compliance areas and business processes so that high risk areas can be identified easily.Corrective actions are steps which are taken to address existing non compliance and make improvements. These actions take care of actual problems which have been occurred. They define the cause of these problems and solve them by removing causes. These corrective actions can be defined as problem solving processes. Problem costs can be determined so that resources can be set aside to areas where the business would utilize them with best benefit. PREVENTIVE ACTIONS The organization should define the actions to remove the causes of potential non conformities in order to prevent their occurrence. These actions should be defined properly due to the effectiveness of potential problems. The process of preventive actions can be defined as :Define potential problems and their causes.Evaluate the requirement for preventive actions for these problems.Define and execute the action needed.Record the results of preventive action and review it.

Free the Children, by Craig Kielburger Essay -- abusive child labor

Iqbal Masih was just four years old when his single mother used him as collateral on a loan between a local employer of a carpet weaving factory in Pakistan to pay for her eldest son’s wedding. For the six long years he was employed, a typical workday included at least 14 hour shifts for six days a week with only one 30 minute break. Even though Iqbal lived under terrible conditions and the relentless threats of abuse, his mother had no choice but to keep borrowing money from the employer to make ends meet at home. Employers charging high interest rates and increasing the total debt owed by a family was not out of the ordinary. Masih’s employer included fines to the original loan when he erred on the job and for the daily bowl of rice—making freedom an unattainable goal. During the six years he was â€Å"employed†, the debt increased from a mere 600 rupees ($6.06) to 13,000 rupees ($13.13). But with the aid of an organization for human rights, Masih escaped at the age of ten and was soon after enrolled in school. After his escape, he helped others break free and traveled to numerous countries as an advocate against child labor. Sadly, at the young age of 12, he was murdered under mysterious conditions, which gave way to conspiracy stories. The fact that the stories from key witnesses changed on more than one occasion did not help the truth come out. Major newspapers around the world wrote about Masih’s story, even though it was often demoted towards the end of the newspaper. It was not long before both the media and the public disregarded it. A little less than seven thousand miles away from Pakistan, however, another 12-year-old boy in Thornhill, Canada devoted Masih’s story to memory, an undertaking that signified the beginning ... ...urger. Every person begins as an average person, but somewhere down the road they realize what they are doing is not enough. As a result of this enlightenment, they walk down a different path than others and stand up for what they believe in. It is this commitment that changes this ordinary person into an extraordinary individual. They embark on adventures that are said to be hopeless and succeed in attaining it. Arising from there – a tenacious resolution to do what is morally correct – nothing is no boundary for what can be accomplished. Works Cited http://history1900s.about.com/od/1990s/a/IqbalMasih.htm Craig Kielburger, Kevin Major, Free the Children, (New York: Harper Collins, 1998), p. 10. bid. Free the Children p. 280 http://www.peaceheroes.com/CraigKielburger/craigkielburgerbio.htm#Top http://www.freethechildren.org/aboutus/history-ftc.htm

Customer Service Strategy of British Airways Essay

British Airways is one of the worlds leading airlines with a network that provides passenger and freight services to 149 destinations in 72 countries. Its airline network is centered on the United Kingdom where 85% of its 47,500 workforce is based. The mission of the company is to deliver services that matter for people and how to fly. In order to achieve or realize this mission; British Airways recognizes the importance of working in partnership with its stakeholders. This has significantly influenced its approach to corporate social responsibility. The main reason why the company has decided to engage CR is to help it achieve its long-term strategic goals in providing growth opportunities around the health airport Today most companies are redesigning their operations and management style in order to increase customers satisfaction and productivity. With the introduction of the new technology, a lot of changes have been brought in the business environments. Different companies are coming up with various types of new information and technology in order to improve their businesses. This paper therefore utilizes the various tools  Ã‚   of writing a research proposal to investigate how the new technology has made British airways company to improve the way it serves its customers what should be noted is that the success of any organization will depend on the quality of customer service skills employees have. The company has not been left out in coming up with new method s of satisfying its customers. Communication more efficiently If we consider the number of immigrants (passengers) visiting United Kingdom from east and central Europe, it can be said that the company has realized a lot of benefits. However the company needs to do a lot in order to attract more passengers and tourists into the region. To date many tourists are raising questions about security measures and long lines made when booking for flights movements from major cities to the air ports has also not been possible. This research proposal has therefore been developed to investigate the efforts the company has put forward to improve customer satisfaction which covers the area of booking, traveling to the Airport in order to catch up with time and finally security measures that have been taken. This is because terrorism and drug trafficking has been mentioned as public enemy number one in the region. Passengers or tourists would not like to risk their lives when cases of terrorism are high. This means that the company needs to address the issues of tight security to ensure that its customers are protected.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   In any research proposal there must be an area dealing with significant of study that is the rationale of the study (Gill and Johnson, 1997). The company to make some adjustment in order to improve their services and attract more customers will use the information on the study. The government will also use the information to address areas that needs provision of services such as upgrading public transport system, security and provision of social amenities. Research question   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The research question in this study will focus on the way the British airways company has improved its services to attract more customers and serve its customers better (Veal, 1997) .The following research questions will be used to assist in directing the study in this given area. The questions are as follows. Are there changes in the way passengers are served at airports?   Ã‚  Ã‚  Ã‚  Ã‚   2) What measures should be taken to ensure that security and safety of passengers  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   are provided by British Airways? 3) Is there any link between public transport and airports to improve passengers’ satisfaction in order to reduce congestion? 4) What should British airways do in order to grab the biggest share of this growing market? Objectives of the study   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   This research proposal is on investigating how British Airways has tried to improve the service to passengers. According to Clark (1998) the objectives of any study should be specific, smart, realistic and time bound.   The specific objectives on the study will be: To evaluate the safety and security measures taken by airports and airlines security department to ensure passenger are protected. To find out the measures taken to promote easy movement of passengers.   Ã‚  Ã‚  Ã‚  Ã‚   (3) To investigate how the company has tried to address the issue of customer satisfaction   Ã‚  Ã‚  Ã‚  Ã‚     Ã‚  Ã‚  Ã‚  Ã‚   especially passengers. Hypothesis of the study   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Hypothesis developed in this paper will be used to provide a general answer to the problems being searched on. However these hypotheses are subjected to clarification where by they will be tested to confirm whether they are true or not (Johns and Lee-ross,1998). The following alternative hypotheses therefore have been constructed to achieve objectives stated above. H2: Online booking of tickets has been developed to improve services offered to passengers. H3: Public transport has been established to help in easy movement of passengers from and to the airports. H4: Security has been increased to ensure that passengers are protected from any threats. Literature review Literature review is one of the most important aspects of a research proposal (Hart, 1998). It involves reviewing the existing literature in order to a void wasteful duplication of work other researchers had previously done. It is divided into three sections whereby the first section deals with online booking, second section deals with modification on transport and last one on security measures. Online ticketing   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The effects of the new technology have been seen in the air transport sector. To date it can be said that online shopping has become a feature of modern life. Passengers who are traveling using air transport can now take or find their tickets through the use of Internet (Debra and Colin, 2003,p7). They can further customize their tickets by adding meal preferences and self selected seat numbers to make them feel satisfied. The new technology has also made it easier for airlines to communicate information to passengers very easily about conditions attached to fares and about general conditions of carriage (Arnold, 2004). This has led to reduction of cases of inconveniency during travel (Finn, Elliot and Walton, 2000)   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A number of airlines are now shifting from traditional way of obtaining tickets to modern way where online shopping is encouraged. For instance easy Jet has ensured that over 98% of its bookings are made online (Rigas, 2002,p31). The Internet according to passengers has made booking of air tickets much easier than ever before. Among the advantage it has include saving time, and money since passengers will tend to avoid agents premiums and booking fees. Passengers therefore have time to make their decision on what to pick on. Online ticket sales by region Region    Own Airline Web-site All online Channels E-tickets issued             Industry average 11.0% 14.5% 19.1% North America 29.5% 37.1% 41.4% Europe 15.2% 16.0% 20.7% Asia Pacific 7.6% 10.2% 16.5% Source: Airline Business, July 2004 The table above shows the increase in passengers using online tickets during travel by British Airways. Travel to airports   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Must of the passengers using air transport have not recognized the need to use public transport in order to get to and from the airport. This has led to congestion on surrounding roads. To reduce the congestion on the roads passengers are encouraged to use pubic transport to avoid being late. Many passengers do have bulky luggage and at the same time they will be required to be at the airport at a given time (Magalia, 2000). Use of surface access links should therefore be encouraged especially by travelers undertaking inter-urban journeys for business, non-work/leisure community and freight that are using links which are not directly connected with the ports or airport (Stabler, 1997,p17).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Managing directors and chief executive officers of the various airlines and airports have also encouraged the use of Buses and coach services to airports in order to reduce congestion and provide a public transport service to those for whom rail is not available option. These services are offered twenty four seven to increase efficiency and effectiveness when handling customers (Danny and Barbara, 2002,p11). The bus and coach services are made easily accessible and available from the airport and drop-off points, which are also well placed at strategic points. The Transport for London (TFL) for instance had agreed that bus stops and bus stations were to be located as close as possible to passenger objectives, including terminals and work places. The investment in coach and bus facilities that are well placed will attract more passengers to use the air transport more frequently, which in turn will lead to improved development of airline business (David, 1995). Airport officials currently are working with public transport operators to harmonize the linkage between airports and other cities and towns in the country (Fredrick, 2006,p25). Good infrastructure development is one of the indicators of economic growth of a given country. When links to the airports are many well established those who will be traveling will also be many.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The use of Rail transport has also led to some significant improvement but still premature. The breakdown of modes of transport used by migrants from UK airports shows low levels of rail use. However the low level of rail use can seriously change when new facilities are provided. For example the building of Docklands light Rail link into city Airport has resulted in 49% of passengers using Dhr therefore leading to an increase in public transport usage from 31% in 2003 to 50% in 2007 which off course was recognized as one of the highest rail mode-shares at any airport in the UK (Danny and Barbar, 2002,p9). Security and Safety issues   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The need for strong and tight security measures was realized on 10 August 2006 when police officers tried to stop a suspected plot to blow up several planes leaving the UK, possibly using liquid explosives carried on board in hand luggage (Fredrick, 2006,p28). Around twenty people were arrested but the greatest challenge was to introduce a new technology that could detect any dangerous weapon carried by passengers. Restrictions on hand luggage were introduced whereby passengers were only allowed to carry a small range of essential items such as prescription medicines in but in recommended quality. In the beginning the introduction of these restrictions led to the widespread disruption to flights departing from all UK airports including the cancellation of many flights. Passengers are only to carry one small bag without any liquid or gels onto their flight (Frank, 2005,p16).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   When we talk of security, most passengers have developed negative attitude towards using air transport because of security threats. The security issue has affected airline business and it is now the major problem that airlines should address (Melanie, 2003). Among the problems include longer queues, increased waiting times to go through security and increasing intrusion for passengers. In UK the situation is even worse in airports with large numbers of transferring passengers. Most of the airlines have been forced to cancel their flights because of security threats. For example British Airways announced in September 2006 that the August alert had cost them â‚ ¤40 million losses from the business (Joby, 2003). Further losses were also experienced since more funds were to be used in coming up or implementing effective measures. The airlines are everyday becoming more frustrated at the continuing difficulties at security points (Stephen, 2002,p84). This calls for the assistance of Government and airport operators in order to ensure that UK airports are able and capable of handling unexpected events (Harold and Evra, 1994,p7).            . Data Collection method.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   This chapter deals with how data on study will be conducted. Basically two methods will be used that is administering questionnaires and interviews. Five students in one of the universities in London will be selected taking a degree in airline and airport management to assist in collection of data. These students will be given a thorough training for two days in relevant questions in the questionnaire. A total of five passengers will be interviewed. The CEO, transport manager and security officer will also be interviewed. The sampling method for picking passengers will be randomized clustered sampling. Data collection method and techniques   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Interviews will be conducted where the interviewers will have with themselves a set of questions to be asked and answered. They will be expected to have undergone thorough training on both the method and meaning of each item on the questionnaire. The students will also be expected to be familiar with the different airports and airlines in UK and piloting of the questionnaires will be done first to test for construct validity. Data collection procedures.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Data collection procedure will be through questionnaire and interviews. The interviewers in order to carry out the study will be trained on the topic of study will conduct direct face to face interviewers with the sample population stated above with the assistance of a well prepared questionnaire to elicit response and ensure consistency. Four categories of responses ranging from very satisfied (VS), neither satisfied nor dissatisfied (NS), very/fairly dissatisfied (VD) and don’t know (DN) will be used. Limitation of the study   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The survey will deal with different people from different cultural background. The interviewers may have problem of winning the attention and trust of passengers. Difficulties in convincing them to be free and honest may arise. Lack of adequate funds may also hinder the success of the study for it to be completed in time. Work Plan Phase Activity Time 1 Choosing study topic and looking for objectives and hypothesis 10/11/2007 – 20/11/2007 2 Research design Developing, questionnaires 25/11/2007 – 30/11/2007 3 Developing literature review chapter and reading books 02/12/2007 – 04/12/2007 4 Writing chapter on research methodologies 07/12/2007 – 15/12/2007 5 Finding the relevant research tools 20/12/2007-24/12/2007 6 Preparation and presentation of finding 25/12/2007 – 30/12/2007 7 Write up of the report 01/01/2008 – 05/01/2008 Structure of the questionnaire    Very/ fair satisfied (%) Neither satisfied nor dissatisfied (%) (ND) Very dissatisfied (%) (VD) Don’t know (%) (DN) Public transport link to airport             Number of destination served             Cost of flight             Airport security             Airport facilities             Level of flight delays             Information about flight at airport             Check in times             Local services provision and Access             Bibliography Arnold, D.C (2004). Lt. Gen, Forests. S Mc Cartney. The First Space Professional; Air power History, Vol 51 Clark, M (1998) Researching and Writing Dissertations in Hospitality and Tourism. London. Thompson Business press David, J (1995) Filling up The British Experience, 1896 – 1940, Journal of Design History, Vol.8 Douglas G.P. & Richard, W. B. (1999).   Contemporary Issues in Tourism.   New York: Routledge. Debra J. & Colin, T. (2003).   Issues in cultural Tourism.   New York:   Routledge Danny, M. & Barbara, D (2002) Public Relations Cases:   International Perspectives. New York: Routledge Frank, P. Harvey. (2005).   Canada Addition to American Security; The Illusion of Choice in the War on Terrorism (1,2); American Review of Canadian Studies, Vol. 35 Fredrick. M. Burkale Jr. (2006). Globalization and Disaster, Issues of public health, state capacity and political Action, journal of international Affairs, Vol. 59 Finn, M., Elliot-White, M. and Walton. (2000). Tourism And Leisure Research   Ã‚   Methods. Harlow, Essex: Pearson education. Gill, J & Johnson, P. (1997). Research Methods For Managers 2nd ed. London:   Ã‚   Paul Chapman Harold, F. O. & Evra, L.B. (1994).   Technology Assessment in software Application.    London Lawrence Earl Baum Association. Hart, C (1998). Doing A Literature Review. London Gage Publication Johns, N & Lee –ross, D (1998). Research Methods in Service industry Management. London Cassel Joby, J. (2003). Fundamental of Customer – Focused Management; Competing through service; Westport CT: Praeger Magalia, D. (2000). Barrier and Incentives to the Adoption of ISO 14001 firms in the United States, Duke Environmental law & Policy Forum, Vol.11 Melanie, K.S. (2003). Issues in cultural Tourism. New York. Routledge. Rigas, D. (2002). Flying off Course:   The Economic of International Airlines. New York: Routledge. Stabler, M.C. (1997). The economics of Tourism. New York: Routledge. Stephen L. Baird. (2002).   Biometrics â€Å"Security Technology: It is important for students to understand that Technology can be used as part of a solution to a problem. The technology Teacher Vol. 61 Veal, A.J. (1997). Research In Tourism And Leisure: practical Guide. London: Financial   Ã‚  Ã‚   Times, pitman

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