Nurse patient ratio act Essay Example | Topics and Well Written Essays - 1000 words

Nurse patient ratio act - Essay Example There will also be a good number of nurses who are available to cater to unexpected tasks. Where the nurse-to-patient ratio is concerned, the National Nursing Shortage and Reform Act stipulates that each unit should have its own requirements on the number of nurses that will be allowed to work for each shift (Conway, Konetzka, Zhu, Volpp and Sochalski, 2008). The bill also allows for the annual evaluation of the staffing plans of public hospitals where the nurse-to-patient staffing ratio is concerned. Making the workload more manageable for nurses will make the hospital environment safer as nurses will have more time to accord personalized care. The nurses will also be able to recognize any shifts in the physical conditions of their patients, thus allowing them to make timely corrections that will prevent the deterioration of patients. The bill will also allow more time for different operations; meaning that nurses will make less mistakes as a result of hurrying from one ward to anot her. This bill can also improve on medical costs for patients as the nurses will have more time in which to perform different complicated functions- meaning that they are less likely to make mistakes that cost additional funds to correct. Supportive Organizations The National Nurses United (NNU) is one of the most powerful establishments that are in support of the National Nursing Shortage and Reform Act. The NNU has even stated that a study quoted in the Health Services Research made the discovery that in California, fixed staffing levels have contributed towards reducing the state’s mortality rates in the cases of general surgery patients. Fixed staffing levels also resulted in higher levels of reported job satisfaction in the nursing workforce. The study also found that if hospitals in New Jersey and Pennsylvania were to set up the staffing levels in the same way as were set in California, there would be fewer numbers of deaths suffered by surgery patients. This means that the more nurses a hospital has, the better off the patients will be. There are also other federal organizations that have actually supplied funds to ensure that there are adequate numbers of nurses in various hospitals. The Health Resources and Services Administration’s (HRSA’s) Division of Nursing in 2004 was the beneficiary of appropriations in support of student scholarships, nursing education, nurse retention, faculty development, and workforce diversity. The Centers for Medicaid and Medicaid Services (CMS) in 2004 also granted more than $6 million for Patient Care Work Force Stabilization programs to sixteen hospitals. This money was meant to assist in address retention of experienced nurses, adequate hospital staffing, and secure competitive compensation for staff working in medical facilities (Allen, 2008). Rationale for the Bill: Why is it an Appropriate Bill to Support Nursing? If the current nursing shortage persists, the nurses that are left in the hospital s will be forced to take on more patients per shift. This will increase their exhaustion and create a situation where the patients are exposed to insufficient care on a daily basis. In addition, there are demographic changes that are taking place in the working population where Baby-Boomers who work as nurses are set to retire in the near future Lacey and Wright (2009). This will further exacerbate the current

Area studies India Research Paper Example | Topics and Well Written Essays - 1000 words

Area studies India - Research Paper Example He was more than a mere political figure head; he was an ideological mind and individual. He did not focus his policies and doctrines on one single facet; rather he confronted the obstacles on multiple grounds which included the humane aspect. He advocated the general rights of mankind regardless of their tribe, color, race, religion and other associated ethnic affiliations. Mahatma Gandhi was the man behind the establishment of the Hindus representative party Congress. Mahatma Gandhi went on to become the founder father of India. He was also known as Bapu and he has been honored as the founder of the nation in the modern times of India (Woolever, p 15). His struggle stretches to the early days of the 20th century where he fought against the British rule on multiple grounds. His civil disobedience movement was one other world famous move and movement based on which he engaged the masses against the British ruling junta and asked for the clearly defined rights of the people of India. Mahatma Gandhi, unlike the other Muslim leaders demanded and desired a unified India on the exit of Great Britain. He along with his contemporaries from the era and time of pre partition called the action and demand of Muslims as an unjust. Owing to his contributions 2nd October is marked as the Gandhi Day in India. Subash Chandra Bose is another central figure who contributed largely to the political cause of Indian independence. He grew up in the shadow of the likes of Mahatma Gandhi, Nehru and other leads of those times. He went on to gain progress and recognition in times ahead in the form of becoming the prominent leader of Indian National Congress. Subhash Chandra Bose was also associated with the Indian politics in the post independence scenario where his role was relatively subjective and debated in terms of the policies and mindset he maintained and how the global affairs unfolded in those days afterwards. The

Global Management - Royal Mail Essay Example | Topics and Well Written Essays - 250 words

Global Management - Royal Mail - Essay Example During its entire existence, Royal Mail has encountered numerous challenges as it tries to fit it mandate to the twenty-first century, a century where postal services are not in use as they were previously. Royal Mail, with an employee base of more than 160,000 employees was on the verge of being privatized. To do so, it tapped the talents of Moya Greene to its top leadership position of Chief Executive Officer. As a leader, Moya has had prior experience in turning around the fortunes of the Canadian Post. An amazing accomplishment by its standards. The following group assignment looks at the leadership style used by Moya Greene in ensuring success for Royal Mail; the key performance indicators set by the leadership and how Royal Mail benefits from its use; explaining the concept of motivation and how the methods the company uses in motivating its behemoth workforce. In addition, how the company uses corporate social responsibility, which it terms as important to its long-term value and how it is fundamental to the operationalization and privatisation of the company. Finally, how the company recruits its best information technology employees because of their value in protecting the Royal Mail’s proprietary software, which it values. Leadership is important to Royal Mail and how it intends to achieve all the targets to be discussed further in the assignment. Royal Mail is a postal service company operating in the United Kingdom. The company was formed in 1516 and currently exists to provide mail collection and delivery services throughout the United Kingdom. Currently, the Royal Mail is headed by a chief executive, Moya Green. She replaced the departing Adam Crozier from July of 2010 becoming the first woman and the first non-Briton to hold the post. Her duties while at the helm include the privatisation of the Britain’s postal service, the Royal Mail. On her appointment to the helm of the company, Donald Brydon, the

Cb Prepartions Essay Example for Free

Cb Prepartions Essay Social character traits have shown that inner and other-directed consumers may have different preferences in terms of promotional messages. Inner-directed people prefer advertisements that stress personal benefits while other-directed people seem to prefer advertisements that feature social acceptance. (a) HIGHLY DOGMATIC CUSTOMERS: It is a personality trait that measures the degree of rigidity (versus openness) that individuals display towards unfamiliar and towards information that is contrary to their own established beliefs. Dogmatism: general tendency to be open or closed to new ideas and innovations. A person who is high in dogmatism approaches the unfamiliar defensively while the person who is low in dogmatism will rarely consider unfamiliar or opposing beliefs. * more receptive is Ads for new products or services that contains an appeal from the authoritative figure. Marketer uses celebrities and experts to their new product advertising for making it easier for the potentially reluctant customers. * Highly dogmatic consumers are likely to respond favorably to a new product when the advertising message is presented in an authoritarian manner (e. g. celebrity endorsement or expert testimonials). * prefer traditional or established products rather than innovative ones. close minded towards unfamiliar and untoward information that is contrary to their own established beliefs * approach such information with considerable discomfort and uncertainty. promotional message most suitable would be endorsement or appeal from an authoritative figure. * New products need to be presented in an authoritative manner and that celebrities could be employed to reach dogmatic consumers who are more closed minded. For example: Colgate Dental Cream with Doctors and Experts endorsements. Anti-Polio Campaign featuring Amitabh and Sachin Tendulkar also useAuthoritative statements. The Cadbury’s brand took a beatng in sales after the worms were found in somepackets. Dogmatic Consumers stopped purchasing the Brand. Amitabh Bacchhanwas then used as Authority figure to reestablish Brand. b) Inner-directed consumers * tend to use their own values and standards in evaluating a new product * ads aimed at them should depict the attainment of personal achievement and satisfaction. ads that stress product features and benefits, which enable them to usetheir own values and standards in evaluating products * rely on their own inner values or standards in evaluating new products and are likely to be the consumer innovators. * other directed customers tend to look to others for guidance a s to what is appropriate or what is inappropriate. * be prefer ads that stress product features and personal benefits ( enabling them to use their own values and standards in evaluating products whereas the other * For example: Surf Ad showing Shabana Azmi saving two buckets of water is an example of the same. The latest from Surf Excel is currently running on television. This is the ad where many people are seen walking with two buckets full of water. They then pour it into a large reservoir. At this point none other than Shabana Azmi informs you what a great thing thissaving of water is for the country and implores you to use Surf Excel. * manufacturer of cameras who advertises to inner-directed consumers should stress the ability to take better pictures and the resulting personal satisfaction. c) Consumers with a high optimum stimulation level * more open to risk-taking, more likely to be innovative have a greater willingness to take risks, try products with many novel features, and shop in new retail outlets. * likely to respond favorably to promotional messages stressing more rather than less risk, novelty,or excitement. * to seek purchase related information and to accept new retail facilities. * For example: The exciting and exotic Vacation Campaign of Malasia-Truly Asia is position ing of  Airways to sell the Asian Adventures. These enjoy thinking. They are responsive to that part of Ad that is rich in Information. The individuals representing this group are adventurous and often related to entrepreneurial environments. The innovators run the risk that the innovation does not catch on, and thus subject themselves to a potential loss they must be prepared to absorb. Therefore innovators have to live with the uncertainty about the potentials of the technology, which can be viewed upon as the price to pay for being pioneers in a new field catalyzing the diffusion of new technologies. The early adopters are ready to adopt a new technology when they observe that other individuals has started adopting, and sees the potential for being some of the first adopters of a new and promising technology. These individuals are often a more integrated part of the local society than the innovators, and their adoptions are crucial for the technology to take off and get hold of the broad public. For the early adopters the uncertainties about the merits of the new technology are strongly diminished, and can therefore adopt the new technology without running the risk of buying a young and untested technology. This group accounts for about one third of the total number of adopters, and provide the link between the progressive early adopters and the more skeptical later adopters. In the latter half of the spectrum the late majority also represent about a third of the adopters. This group is skeptical to new innovations, and is not willing to adopt, until a lot of other people have adopted before them ensuring the success of the technology and possibly massive network effects. The last 16 % of the adopters, the laggards, often focus on traditional values and base their decisions on past events. They are suspicious of any new inventions to change the way life are traditionally lived, and must be 100 % certain that the technology will prevail before they are willing to adopt. From a consumers’ point of view it is essential to think about the decisions of future adopters when choosing what technology to go with. The decisions of previous adopters are on the other hand a know factor and plays a role for the decision also. So does the structure of the market, i. e. which technologies are available at the time of adoption, compared to potential superior technologies that could be available in the future. Recent findings indicate that there is a lack of willingness to wait by the early adopters. 11 This high priority of being among the very first users of a new technology is said to inflict negative externalities on the later adopters. These later adopters can be forced to adopt an inferior technology to make sure that they are compatible with the technologies of the early adopters, or they might be forced to give up compatibility to get a superior technology. That said the diffusion of new technologies is often strongly dependent on the choices of the early adopters.

The Reality of Television Essay -- TV Romance Celebities Papers

The Reality of Television Through the years, many of us have watched as celebrity couples have come together and then grown apart before our very eyes. It has become part of the American culture to be informed of what almost every celebrity icon is doing, and who they are with at the moment. Couples that were once said to be invincible proved everybody wrong, and let the pressure of being famous take over their lives. Though some couples do stay together, most tend to fall under the pressure of the media and break up. Couples such as Kate Winslet and Jim Threapleton, Tom Cruise and Nicole Kidman, and the famous Jennifer Lopez and Ben Affleck are good examples of relationships that have failed as a result of the media. Kate Winslet and Jim Threaoleton said that the pressure of fame split their beautiful relationship. Nicole Kidman and Tom Cruise who were known to be the hottest and strongest Hollywood couple proves the whole world enough by announcing their divorce after eleven years of marriage and adopting two children. Jennifer Lopez is not an unknown name in Hollywood when it comes to relationships. Known as the queen of jumping around from man to man, she has thus proved herself not to be as strong as she appears. From two previously failed marriages before, she has recently broken off her engagement to Ben Affleck. But the one question that still remains in everybody's heads is; "why do these relationships that start out so strong eventually fail?" One could say that the celebrities aren’t at fault. With the media following a couple’s every move; it would be hard to get a private moment. Another problem that many celebrity couples have is the difference of fame. What? There are celebrities that don’t stay with a ... ...onard Nathanial. (2002). The Greenwood Guide to American Pop Culture. (Vol. 4). Greenwood Press. Potter, James W. (2003). The 11 Myths of Media Violence. Thousands Oaks, California: Sage Publications. Stewart, M. (2000, January 5). Top Reason Why Celebrity Marriages Don't Work. People, Pg 37. McNamara, Joe. (1998, January). Anything goes: Moral bankruptcy of television and Hollywood. USA Today. Pg 69. Picture Sources: http://media.mnginteractive.com/media/paper36/benifer0916.jpg http://i.cnn.net/cnn/2003/SHOWBIZ/TV/02/18/tv.joe.millionaire.ap/story.joe.zora.jpg http://www.americaslibrary.gov/assets/jb/modern/jb_modern_tvkid_1_m.jpg http://i.cnn.net/cnn/2003/SHOWBIZ/books/09/02/lucy.kanfer/story.lucy.vita.jpg http://pictures.risukun.com/2002-01%20to%202002-05%20Spring%20Semester/2002-02-10%20Party%20for%20Yuta/07%20watching%20tv.JPG

Connection to the World

A male Emperor penguin struggles to keep his egg warm as the harsh, icy, wind blows around him on the vast icy tundra. A group of penguins huddled at his back are struggling to do the same as they wait for their female mates to return from a two month hunting trip. The scene then switches to a news reporter speaking on the Issue of North Korea and the recent threats to attack the U. S. With nuclear-tipped missiles. If not through television, how else would a regular person witness the majesty of the emperor penguin on a snowy tundra or learn of the threats coming room North Korea?Not all people have Internet, but most do have cable television. Television Is more beneficial than harmful In that It offers entertainment and a respite for the everyday hardworking person and a safe way experience certain life situations. Television Is educational, circulates Information, and provides relaxation. The first reason television Is beneficial Is because It can be educational. Children's shows t oday prove statement. For example, shows Like Dora the Explorer and IN Hay Kale-Lana are teaching the younger generation new foreign languages such as Spanish ND Chinese.From my own personal experience working at a pediatrician's office where the television was constantly playing shows like In Hay Kaolin and from sitting there with it playing in the background for so long, I ended up learning a lot of words in Mandarin and I wasn't even paying attention. How much more can children learn when they actually are interested and watching? In addition to teaching younger children other languages shows like Sesame Street, teach children the basics in our own English language, colors and letters.In fact, most cartoon shows roved â€Å"life lessons† through their stories varying from â€Å"don't lie† to teaching a child the value of friends and family. Another great example is the show Wishbone. This show gets children familiar with famous literature or folklore. Wishbone was a television show which aired from 1995 to 1998 that featured a Jack Russell Terrier. The main character, a talking dog named Wishbone, lives with his owner Joe Tallboy in the fictional modern town of Cockade, Texas.As he tends to daydream about being the lead character of stories from classic literature, drawing parallels between the Tories and events in the lives of Joe and his friends, he was known as â€Å"the little dog with a big imagination†. The show follows his daydreams, as Wishbone acts out a famous story from literature or folklore. † However, television isn't educational just for the younger crowd; shows for adults have become more complex and Intricate. Television series shows today require a lot more attention and are more cognitively demanding than they once were.To understand the a majority of the television shows today, one would have to make Inferences and follow multiple story lines and rack shifting social relationships. In Dalton to Glenn our minds a little â€Å"exercise†, television allows the everyday person to safely witness and experience a multitude of life experiences they normally wouldn't be able to which In turn, teaches. There are also educational shows such as National Geographic, which allows people to see and learn about other places In the world they normally would not have been able to afford to visit themselves.But Animal Planet and National Geographic aren't the only beneficial channels: network teen dramas can serve as a free sex-deed lesson for teens. N unintended pregnancy said they would be more likely to practice safe sex, a study from the University of California Santa Barbara found. This is an example of being able to witness and in a way, experience a life situation safely with no sacrifice. Television isn't Just educational; it's a way of effectively circulating information. Television is a medium of mass communication.Through news channels such as CNN and FOX news, the public is made aware of situations and politics from around the world. It allows people to become involved and aware of other cultures. However, those traditional news channels do hold back information at times due to professional constraints and what is or isn't appropriate. In his essay â€Å"Fake† News versus â€Å"Real† News as Sources of Political Information, Jeffrey Jones provides evidence to prove that mainstream Journalism is in a state of crisis such as the fact that the mainstream news media is in a certain agreement with the government on what to and not to release to the public.The authenticity of the content is questionable because a majority of the information is manipulated. Late night talk shows, otherwise known as â€Å"fake† news shows, such as The Daily Show makes certain unreleased video clips relevant by pointing out how to interpret and read a person through them. For example one video clip of former president George W. Bush showed his tendency to lie, or in ano ther video clip showed Seeker's inability to commit to anything. I do agree that these videos hold relevance and that no information should be withheld from the public.Finally, in addition to being educational and circulating news, television provides relaxation and respite from hectic everyday life. It's a small mental getaway, of sorts, when a real vacation is not affordable (whether the currency is time or money). It is a way to relax without being bored. Like I mentioned before, television allows people to safely experience and witness certain situations. For instance, under normal circumstances would a person get a chance to witness and be part of a zombie apocalypse?One would hope not, but the exhilaration and entertainment a television show like The Walking Dead can provide, without being harmed is priceless. It's a chance to space out for a while and be in another world. Many people know of the excitement one feels when a new episode of a favorite television is being release d, it almost feels like a holiday when that Joyous moment arises where all the questions from the previous episode are answered. It's a time where people can forget their problems and be part of another world.Television cable series shows are getting more and more popular these days, for instance Showtime Dexter was able to draw in 2. 4 million viewers for the premiere of its seventh season, Hobo's Troubled with nearly 5. 1 million viewers who tuned in for the premiere of the third season, Mac's Breaking Bad with a total of 3. Million viewers for the premiere of the fifth season, and many more popular television series are cable television shows On the physical level, studies have shown that people who were watching TV reported feelings passive and relaxed.The EGG studies show less mental stimulation, as measured by alpha brainwave production, during viewing than during reading. In Cubebs article â€Å"Television Addiction is No Mere Metaphor†, he mentions â€Å"a body at re st tends to stay at rest† (124) However, the sense of relaxation ends when the set is turned off, but the feelings of passivity and ordered alertness continue. Enough credit for all its benefits. It can teach, inform and entertain. It's a method of getting away from the world for a little while. In addition it helps us all connect to each other.

Cango

In the introduction video, Liz outlines the mission as being an â€Å"online entertainments company that sales primary music and books with the intention of branching out to online gaming and e books†. LIZ does a good Job by defining the mission at its most basic level and making it clear. Transformational Leadership â€Å"is the ability to get people to want to change, Improve. And to be led. (Morehouse, 2001 r' Liz uses Transformational Leadership as a great strength when trying to convey her ideas of online gaming to her directing management team.She was able to motivate them to commit to her vision, and encourage innovation/creativity through challenging the normal beliefs of the group. Liz weakness Is her Inability to effectively communicate with the production staff members. She chose the time to tell them about an important new initiative of online gaming while walking to a meeting. This meeting should have been an opportunity to introduce her new idea, open the floor to her associates for their input, needs and values on this project. Instead she made them question the timeline of the project and feel disenfranchised.Motivation plans a valuable role in any organization. It is a trait that should be Instilled In every member of Congo despite their designation or responsibilities. Warren shows strength with his ability to outline the talent and possibility of growth room within his department with the new online gaming Imitative. He looking for ways to increase his team motivation by developing internal talent, empowering his team to do what is best for the organization while Increasing revenue and market growth for the organization.Warren also does a great job with team motivation with his team by assigning roles, seeking their opinion through reporting and allowing their contribution to play a role in the decision making process. Warren should try using Job rotation. Job rotation Is the â€Å"practice as the periodic shifting of an employee roo m one task to another. â€Å"(Robbins, PIG. 73) Warren's team seemed to fall into the same roles within their group. By practicing rotation, this will allow them to do other lobs and challenge themselves with new responsibilities.I recommend Congo try to understand individual's strengths and weakness and how these strengths and weakness affect the person within a team. All while building the teams self esteem. Human Resource within the Congo organization can have a remarkable impact across all other functions, If is positions itself as a leader and partner In the business. Maria head of HER as aligned herself as a key player within the senior management team. She has done a great Job outlining the staffing needs and policy 1 OFF developing and a defined performance appraisal.She may have isolated Nick by blowing off his ideas in the group and team vignette. Maria must recognize Nicks radical behavior/characteristics and be skilful enough to allow him to be himself as long as he has a positive contribution to the team. In another situation she suggests him as a candidate for a promotion. At last, the appraisal. Warren should have had he tools to Judge, weather Nick had the skills and qualities to do his Job effectively. Instead, Nick left the meeting feeling like he has done a great Job with his performance.In reality, Nick has a lot of work to do as to his contribution to Congo I recommend Congo provide a clear developing plan that â€Å"clearly communicate the organization's goals and future strategies along with time for employees to learn a new position, and establish a formal performance . â€Å"(Robbins, PIG. 253) Organization structure is â€Å"how Job tasks are formally divided, grouped and coordinated. â€Å"(Robbins, PIG. 11) Liz uses the Initiating Structure, â€Å"refers to the extent to which a leader is likely to define and structure his or her role and those of subordinates in the search for goal attainment. (Robbins, PIG. 158) Congo does a great Job outlining their department. They use differentiations by grouping people by functions performed. The strengths in departmental is having the expertise in within your department. Everyone on the team seems to have similar ideas and thoughts. Maybe, Congo can implement a team structure. This will allow a representative from all five departments to share ideas and â€Å"decentralized decision aging to the level of the work team. â€Å"(Robbins, PIG. 220) The current environment is a relaxed structure.Liz wants to implement a formal culture with the upcoming Initial Public Offering. The strength of the current culture has been great moral and enthusiasms. This has lead to growth and expansion for Congo. As Congo embark on a new formal culture. This Culture change can bring turnover in leadership. I recommend Liz to take into consideration of the demographic of her team when applying culture change. â€Å"Culture change is more likely to take if the organization is both you ng and small. â€Å"(Robbins, PIG. 239) CanGo After evaluating CanGo for the last 4 weeks, we feel there are some issues that stand out that should be considered before moving forward with this new on-line gaming venture. The following are what we consider the issues that CanGo needs to be aware of and recommendations to address each. The angle that the marketing department is taking needs to be fully evaluated. The type(s) of customer CanGo will be taking on should be fully understood. The customer service department should be highly considered. The current inventory management system needs to be rethought. The phone system that is presently in place needs to be updated. The proposed second ASRS system many not be necessary at this point. CanGo’s gaming customer base is the X and the Y Generation also known at the Millennial Generation. These two segments of the buying population â€Å"will outnumber Baby Boomers in 2010† ( (Henderson, 2006). They are also referred to at the NextGen, GenY and Echo Boomers. The generation born 1961 to 1981 (several different opinions on the actual date range) is called Generation X (Gen X) and is considered the X Generation are the most over indulged generation so far. They were doted on by their parents due to having extra money in the late 80’s and early 90’s. Along with the divorced parents that double incomes, remarried and sub placing the divorce guilt. Generation Y (Gen Y) dates from 1982 to 2003, again no definitive dates have been set, but widely believed. They are the premier generation to fully grow up with all cell phones and computers in use over land lines and no home computers. They are â€Å"experiential and exploratory learners†¦(and) strongly prefer learning by doing† (Sweeney, 2006). According to Sweeney, â€Å"they almost never read the directions; love to learn†¦multiplayer gaming, computer simulations, and social networks (that) provide little penalty for trial and error learning†. As little as four years ago, this generation was being noted for its extensive use of gaming and how it has had â€Å"a very significant impact upon their expectations for learning†¦(because it) offers thrills, competition, engagement and a rich array of emotional stimuli that also enhance learning†, by having already spent thousands of hours playing electronic, computer and video games. (Sweeney, 2006). CanGo’s marketing team will need to educate the executive team all the way through management and each mployee, so they will better understand their customer base and how important it is to have the proper procedures in place to accommodate their needs. This generation will tell you if you are getting it wrong and they will take their business somewhere else. One of the best ways for any company to achieve success is through considering their customer’s needs and making improvements on service quality. There are several ways that this can be accomplished. A company can best serve its customers by understanding the type of issues the customers have before they have them. By obtaining some baseline data and implementing changes with that information, they will decrease the number of calls and returns. When they are provided with a complaint from a customer, they should retain that information so that they can decrease the number of issues even further. They should also look at ways to bridge the gap between happy, loyal customers and angry, transient customers such as with surveys. The first is through customer satisfaction surveys which helps get to the heart of critical relationships in ways that help companies move their business forward. The satisfaction, loyalty, and reference-ability of their customers directly affect growth and profitability. The next is a customer service survey which can provide management with valuable input on both short-term and long-term decision-making, offering critical operational and strategic advantages over the competition. These are flexible enough that they can be conducted online, by phone, or through regular mail. The last is a customer loss review survey that would help to identify the root causes of defections so that direct action can be taken to minimize the loss of customers in the future. Keeping new customers will be a top priority for CanGo. This will require that the current staff be retrained and any employee that will not comply with the new process will be replaced. Their skills on the phone will leave a lasting impression on the customer as to how responsive CanGo is to their perceived issues. In order for the CanGo to get their products to the right place on time, with the right quantity and highest quality, it is imperative that we choose the best possible way to approach inventory management. Since CanGo does have several centers to work out of, it is essential to identify where the supply or products are to be physically located. It should be determined which has the most benefit: storing inventory close to the supplier, the customer, or in house. This could mean that the inventory will be spread out at various CanGo distribution centers and vendor sites. In order to track this inventory we recommend incorporating a PAR method for easy and quick tracking on all supply transactions at POS (Point of Sale) and POU (Point of Use) locations. This will allow us to keep track of all of the products on a more realistic time basis, thus insuring we have the right product ready to order from a third party vendor or available in stock at one of CanGo’s distribution centers to fulfill the customer order. Another aspect is insuring inventory integrity through the use Data Collection technology. To support the proposed shop floor inventory control system or ASRS (Automatic Storage and Retrieval) solution, we need to be able to integrate how the technicians, customer service representatives, and internal and external account managers do business. This means that the inventory management solution must incorporate and interface with a materials management system, a billing system, an ADT (Admission, Discharge, & Transfer) system, as well as a cost accounting system. Getting the product to customers when and where they want it is critical to marketing success. This is why we need to include in our cost effective solution a way to monitor and keep track of all supply transactions. To do this we will maintain a library of transaction records that will give us the ability to better predict our customers buying behaviors. If we can do this, we can insure the most desired products are available and ready to ship in a more expeditious manner. Customer Service issues at CanGo: Our Team feels that one of the major areas to consider in this expansion to on line gaming is expanding and updating customer service systems, processes, and service personnel. We feel that CanGo can not overlook putting in to motion action plans early to handle the expected 400% increase in business they are forecasting. The entire phone system needs to be updated to add more trunks and roll over lines to be able to handle the increase in call volume. It is important that when a customer does take the time to call in with an issue, that they do not get a busy signal or be placed on hold too long. This will just cause them to become more irritated. A new Voice over Internet Protocol (VoIP) system should be purchased and installed at least six months before the expected call volume increase. A VoIP system is secure, takes almost no space since it is stored in a current sever rack, and will only require one or two employees to maintain and update it. Another advantage is that this type of system allows for unlimited users, mailboxes, voicemail, and auto-attendant. There will be extra room for expansion since the current large phone cabinets will be removed and sold which could help fund the new VoIP purchase. The entire phone tree/auto-attendant needs to be reprogrammed with updated company and customer service level choices along with a choice in language option. The first choice in product help should be updated to online gaming. This is the new product of the company and will be free advertising. The new call volume will be linked to the online gaming and those customers need to have that as a first choice. The gaming demographic, Gen Y, is known to be impatient and having their choice second could be perceived as not showing respect for their business. Also, listing it first is free advertising to customers that do not know that CanGo has started an online gaming (gaming) division. While most book readers are not the gaming target market, they will most likely know someone that is and word of mouth is the best advertising. All subsequent levels would be updated to match the switch between gaming and books on the call tree. The choices for each would be similar: 1. New Account 2. New Games/Books available 3. Returns/Issues 4. Technical Help a. Gaming b. Online Return Material Authorization (RMA)/Returns page The last choice on the tree would be for vendors and courier assistance. The current RMA system is not working. The customer needs to be able to request RMA number and materials on the website. Currently, the website does not allow this action, nor does it list the current process which is to call the service center to obtain the number materials. This must be automated and the return labels will need to be printable by the customer. The current process of sending shipping labels via the courier is time consuming, not efficient, and is not environmentally friendly. This will allow for less paper and trucks out on the road to deliver the labels; (maybe two attempts) and a third to pick up the package. The Green aspect would also be pointed out on the website to explain to those that may want labels shipped to them. This is also a good promotion point for the company. With the new ASRS system that has been proposed, a second ASRS will be added in the plan. Getting some more information on the necessity of this second system is crucial to making a proper decision about its importance. If the first was implemented and the second held till the volume increased, the chance of failure would decrease. It would also allow time to work out bugs with the setup, making it easier for subsequent systems to be implemented. Integration of software would be easier since only one system would be worked on at a time. Furthermore, this would allow time for everyone to have a better understanding of how to use the system and what information to look for. With these recommendations, we feel that CanGo has a very good chance of not only making a smooth transition to the gaming world, but also become a better, more responsive company overall.