How is Stanhope Represented in the First Two Acts of ‘Journey’s End’ Free Essays

Stanhope is the captain in command of an infantry company on the front line. Although he is a highly ranked officer, Stanhope is still only a boy. He has been out in the trenches for nearly three years, (having come straight form school at he age of eighteen) and has commanded his company for a year. We will write a custom essay sample on How is Stanhope Represented in the First Two Acts of ‘Journey’s End’? or any similar topic only for you Order Now The character of Stanhope is fundamental to the play as a whole; we learn this almost straight away as he is spoken about before he appears on stage. The play begins with a conversation between two officers – Osborne and Hardy – and it is from them that the reader gains a first impression of Stanhope. His drink problem is immediately addressed as Hardy asks, ‘Drinking like a fish, as usual? ‘ This presents him in a fairly negative light however; this feeling is soon displaced as Osborne begins to defend him and offers some reasoning as to why Stanhope seeks solace in alcohol. We learn that he is in fact an extremely competent and well respected commander – ‘He’s a long way the best company commander we’ve got’ and this point is emphasised in Act two as Raleigh writes in his letter, ‘He’s the finest officer in the battalion, and the men simply love him. Sherriff presents Stanhope as hard working, and this is mentioned various times throughout the two acts. Osborne says (when defending him against Hardy) – ‘He’s commanded this company or a year – in and out of the front line. He’s never had a rest. Other men come over here and go home again ill, and young Stanhope goes on sticking it, month in, month out. ‘ He is precise and meticulous in his duties as captain. When Trotter asks if he can go on duty half an hour later so he can finish his meal Stanhope refuses, unwilling to risk upsetting the schedule. He is also horrified at the state in which Hardy leaves the trenches, commenting that they smell like cess pits; all this adding to the image that Sherriff creates of him as a fine officer. Stanhope is extremely worried about Raleigh’s appearance as he is frightened he will write to his sister and tell her what he has become. His quick temper becomes apparent as he demands Raleigh hands his letter over – he shouts, ‘Don’t ‘Dennis’ me! Stanhope’s my name! ‘ and even snaps at Osborne. Raleigh describes an incident at school, ‘I remember once at school he caught some chaps in a study with a bottle of whisky. Lord! the roof nearly blew off. He gave them a dozen each with a cricket stump. ‘ This is ironic considering what Stanhope has become, yet it gives the reader an insight into what he was like before the war and how it has affected him. It quickly becomes apparent that Mason is scared of Stanhope; we see an example of this when Mason accidently gets apricots instead of pineapples – he is extremely concerned about what the captains reaction may be. This further enforces the idea of Stanhope having a short temper. Stanhope has a close relationship with Osborne, much like that of a father and son. Being twice his age, calm and level headed, Osborne is there to look after Stanhope when he gets too ‘tight’ or to comfort him when he fears for his sanity. The scene where Osborne tucks Stanhope into bed shows his vulnerability. He is only a boy after all, and this is demonstrated effectively as he says, ‘Yes – I go sleep. ‘ Osborne defends Stanhope against Hardy and says, ‘I love that fellow. I’d go to hell with him. ‘ Stanhope is a deep thinker – ‘It’s a habit that’s grown on me lately – to look right through things, and on and on – til I get frightened and stop. He see’s beneath the surface of things, one of the qualities that make him a fantastic captain. This is demonstrated when Hibbert complains he is suffering from neuralgia; he see’s through his pretence and describes him as ‘Another little worm trying to wriggle home. ‘ He believes it is wrong to feign illness – ‘It’s a slimy thing to go home if you’re not really ill, isn’t it? ‘ Despite his disliking for Hibbert, after his initial threat to shoot him he is understanding and comforting, even offering to accompany him on patrol. He has a real sense of decency, evident throughout the two acts. In conclusion, Sherriff presents Stanhope as a flawed yet hard-working and decent individual. Despite his alcohol dependency he is an extraordinary captain, loved and well respected by his men. The reader learns all this through Stanhope’s actions, stage directions, what the other characters tell us about him and their responses to him. Sherriff presents him as a tragic hero, troubled and hardened by his experiences. How to cite How is Stanhope Represented in the First Two Acts of ‘Journey’s End’?, Papers

Organismic Theory free essay sample

Discusses the theories which hold that the interaction between a person and the environment affects motivation. Self-determination, competence and relatedness are the specific needs on which this interaction occurs. Organismic theories hold that the interaction between a person and the environment affects motivation. Organismic psychological needs therefore are satisfied through the constant exchange between a person and their environment. These specific needs of self-determination, competence, and relatedness affect interest in and enjoyment of activities by fulfilling or not fulfilling the broader psychological needs for involvement and satisfaction. Inherent to organismic theories is the belief that people have an intrinsic motivation to affect changes in their environment at the same time that the environment has the capacity to cause people to adjust to its demands (Reeve, 1997, 77). People are therefore inherently active and prompted to this activity within their environment by the desire to fulfill the needs

Campuses Essay Example Human sexuality beliefs

Human sexuality beliefs Masturbation causes impotency: Masturbation or Hand-practice is an artificial way of gaining sexual pleasure. It is a voluntary act that does not necessitate the presence of a companion and is usually a solo practice. It is common not only in men but also in women. Many people believe that masturbation is an unsafe act in that it causes impotency – a state in which an individual is no longer able to maintain a healthy sexual relationship because of deteriorated sexual health as a result of masturbation. It may so happen because of a decrease in the testosterone level as a result of the long-practiced ejaculation of semen by hand. It is believed that besides causing impotency, masturbation serves to weaken the lower abdomen muscles and adversely affects the human nervous system. Besides, it is commonly held responsible for various health disorders like dizziness, lost vision and loss of memory as identified by (Ahmad, 2004). Because of the widespread belief that masturbation causes impotency, many men are af raid of the after effects of the practice and are highly concerned about their sexual health. Masturbation is an extremely common practice. Despite their will, many men can never get rid of it. They are addicted to masturbation. Often, boys indulge in this practice in their teenage and later develop into men who are not sure if they would be able to maintain a healthy sexual life after their marriage. This inculcates a feeling of guilt in the men and often causes stress and anxiety. Men hold themselves responsible for any sexual disorders they might encounter later in their life. Conclusion: Despite the widespread notions of masturbation as a harmful practice, opposite beliefs do exist. Some people are of the view that an orgasm in real sex causes a much pronounced loss of semen than what is ejaculated by hand in masturbation. In a healthy sexual life, a couple undergoes sexual intercourse far as often as an individual would masturbate. Thus, if masturbation can cause impotency, real sex is far more likely to result into impotency because of much pronounced and more frequent ejaculations. At times, masturbation is referred to as a safe alternative for illegal physical relationship between two individuals. It is argued in (www.betterhealth.vic.gov.au, 2010) that masturbation is a healthy expression of human sexuality. In the same article, it is mentioned that masturbation serves to reduce stress and develop a healthy and efficient immune system in those who practice it. It is believed that masturbation tends to reduce stress especially in unmarried women and is the only o ption for singles who do not want to indulge in an unjust physical relationship. Besides, a vast majority of medical specialists are of the opinion that masturbation would never lead to impotency provided that the body is given enough time to regain the lost energy between adjacent masturbations. They view it as a means of preventing unwanted pregnancies and sexually transmitted diseases. The old visualization of masturbation as a cause of impotency is outshined by new beliefs of masturbation as a healthy expression of human sexuality. References: Ahmad, S., â€Å"Masturbation†. 2004. Web. 26 May 2010. www.betterhealth.vic.gov.au. â€Å"Masturbation†. 2010. Web. 26 May 2010. Take Our Help Now Now is the time to act. Reach us on phone or chat and type, â€Å"do my assignment for me.† We’ll help you with the whole process. Tell us what you need.

How the Government Goes essays

How the Government Goes essays A democracy is a system of government by the people, exercised either directly or through elected representative. Democracy means people for the people, so loosely translated, democracy is ruled by the people. There are three types of democracy; Direct or Participatory Democracy, Democratic Centralism, Representative Democracy. Direct Democracy is a democratic system of government in which all citizens participate in politics and decision making. Democratic Centralism is the form of government, which operates on the premise that a government is democratic if it serves the true interests of the people, is associated with communist regimes of the twentieth century. Representative Democracy is the most common democratic form in modern times. Instead of allowing all of the eligible citizens to participate in the government, a small number are elected to serves as representative. Democracy (Greek demos,the people; kratein, to rule), political system in which the people of a country rule through any form of government they choose to establish. In modern democracies, supreme authority is exercised for the most part by representatives elected by popular suffrage. The representatives may be supplanted by the electorate according to the legal procedures of recall and referendum, and they are, at least in principle, responsible to the electorate. In many democracies, such as the United States, both the executive head of government and the legislature are elected. In typical constitutional monarchies such as the United Kingdom and Norway, only the legislators are elected, and from their ranks a cabinet and a prime minister are chosen. Although often used interchangeably, the terms democracy and republic are not synonymous. Both systems delegate the power to govern to their elected representatives. In a republic, however, these officials are expected to act on their own best judgment of the needs and int...

Week 5 discussion 1 and 2 Essay Example | Topics and Well Written Essays - 250 words

Week 5 discussion 1 and 2 - Essay Example A normal person of average neuropathy scores between three and six. An average non-psychopathic criminal scores of between 16 and 22. A criminal with antisocial personality scores between 22 and 26 while a serious psychopathic antisocial personality criminal scores between 26 and 29 (Snowden & Gray, 2011). The PC L-R’s twenty traits are grouped into two factors; factor one is described as true psychopathy traits, which describes the mental, psychological, and erosional state. They are eight traits that assess how an individual feels, mental status and thought process. Factor two traits are referred to as false psychopathy. The factor two traits describe an individual’s conducts, demeanor and activities. The traits assess antisocial, deviant behavior and lifestyle behavior (Barone, 2004). In as much as PC L-R is one of the most credible tools for assessment of psychopathy, it may not entirely address the nature of human behavior as behavior is influenced by social and cultural environment. In certain social settings, it is culturally ethical and acceptable to conduct activities like cattle rustling, which is not ethical in other communities. It would be inappropriate to apply the rating scale on people homogenously as it could have legal implication when an individual is found not guilty on an insanity defense. However, through the use of the PC L-R assessment, a rehabilitation mechanism could be developed and implemented effectively as a means of changing the dominant undesirable antisocial traits (Cooke et al., 2007). Serial murder is an unlawful homicide of more than two people, which is carried out systematically in a period of more than 30 days. Serial murder can occurs in a specific place or different locations, but appears to have similar motive. Serial killings bare similar characteristic, planned, and have a cooling off period between the killings. An example of serial murder is that of Ted Bundy,

The Constructivist Approach in International Relations Essay

The Constructivist Approach in International Relations - Essay Example The paper tells that the constructivists have over and over questioned the rationale behind the self-centred notion of rationalism. In place of this, Constructivism has favoured some form of social ontology. Its proponents believe that human beings are social actors, and as such can never live away from the society’s power to shape their actions, so that they can conform to certain forms of behaviour. However, Wendt admits that, since constructivism is unable to provide international relations with â€Å"a clear test of their predictive power...† and without a clear theory to help in assessing domestic politics, it cannot, therefore, solely in studying international relations. It needs a backing from some other theories of international relations. Therefore, my paper seeks to critically assess the strengths and shortcomings of the constructivist approach in International Relations. In doing this, the paper will give a brief discussion on how constructivism has come to b e one of the major theoretical approaches of IR. It will also look at the strengths and weaknesses of constructivism. Moreover, it will give a comparison between constructivism and neorealism. The works of various constructivists will be visited to shed more light on the topic. These constructivists include Martha Finnemore, Alexander Wendt, Thomas Risse, and Peter Katzenstein. Today constructivism is actually one of the main theories of International Relations. It is built on the premise that almost all important features of global politics owe their existence to some given social circumstances and events in history. The theory strongly refutes the claim that international politics are controlled by intentional human actions that can never be controlled. It also does not agree with the notion that international politics is controlled by the uncontrollable nature of the same. The intention of constructivism to look at international relations as a result of social construction makes the theory clearly distinct from the traditional approaches to not only realism but also liberalism. There is a lot of emphasis on the human nature of humans as being an outcome of the relations we have with others. We are who we are today because of the social relations. As such, the argument here is that it is our social relations that construct us. However, the same world cannot exist without human beings since it is what it is because of the social relations. Therefore, as the world controls us, we equally control the world. Both humans and the world make each other (Zehfuss 2002, p.4). Constructivism’s importance in international relations is clearly brought out in the claim that the most important debate, now or in future, is that â€Å"between rationalists and constructivists.† Another factor that makes constructivism an important tool in the study of international relations is the fact that it occupies â€Å"the middle ground between rationalism and more radic al approaches, often called reflectivist or relativist†

Barclays Bank Total Quality Management (TQM)

Barclays Bank Total Quality Management (TQM) EXECUTIVE SUMMARY Banks believe that they are in the finance industry, and not in the service industry. Thus they tend to compete in terms of financial prowess rather than service quality. People, resources, time, and systems are devoted more to managing assets and cash rather than managing customers and service. In fact most bank systems are designed to control customers rather than satisfy customers. Products and procedures are set up for the convenience of the bank rather than that of the customer. Banks usually give customer service and satisfaction very low priority. (Rene T. Domingo) The lifeblood of any business is its customers. Customers decide sales based on their perception of product and service quality. Therefore, quality determines profits, and customers alone define and determine what that quality is and should be. Introduction This study will limit itself to the assessment of operations department at Barclays Bank PLC. Information provided is strictly confidential and for the only purpose of this study. 1.0 Introducing Barclays Bank PLC ‘Our strategy is to increase the growth potential of Barclays by continuing to diversify our business by customer, product and geography. John Varley, Group Chief Executive, Barclays Group With over three hundred years of history and know-how in banking, Barclays operates in more than sixty countries and employs one hundred and thirty five thousand people. Barclays progresses, lends, invests and protects the money of over thirty million customers around the world. Barclays Bank Plc, Mauritius with its ninety years of presence in the country, has built itself a very solid reputation. As a branch of Barclays Plc (UK) operating in Mauritius, the bank caters for the domestic and international divisions of the financial sectors. As a fast growing multi-national bank with approximately one thousand two hundred employees, Barclays Bank, Mauritius offer a wide range of services for individual as well as corporate customers. Barclays Mauritius has reported outstanding results for the Year 2010 with a profit after tax increasing by 119% to reach Mur 2.38bn. This includes a one-off gain of Rs 1.33bn from the sale of the custody business to Standard Chartered Bank. As a result, income has increased by 33 % with Mur 4.8bn. The Operation Strategy 1.1 The Operation Strategy in Mauritius The operations area is the driving engine of the bank with a headcount of 450 employees split into the Consumer and Commercial Operations. These two streams will have greater and clearer focus to the business functions to which they provide support. The operations function is headed by the Chief Operating Officer assisted by managers and team leaders from each section. The Operation Function chart 1.2 Purpose of the Project Barclays Bank Plc have to maintain image, reputation, and credibility in order to do their job as custodians of other peoples money. But over the years, the complex systems and bureaucracy were set up and added in the name of control while sacrificing and neglecting customer service in the process. The management is concerned with profitability, growth and resource generation. But only a few inspectors are responsible for checking product quality. If one looks at the concept of Quality and its progress over the years carefully, it is evident that Quality has always been an important element for the success of any organization. pay much attention to the plight of their clients before, during, and after sales. The bank is considering implementing a quality system that conforms to ISO standards. Total Quality Management (TQM), which is about total customer service and continuous customer satisfaction, is applicable not only in the manufacturing industry but in the service sector as well, where the customer is just as important. In fact, customers in the service industry are more sensitive to service quality and service delivery than in manufacturing because they are always in contact with front-line service personnel. Starting a total quality management (TQM) programme will upgrade and improve professional skills of the employees and the proposed programmes will also emphasise the need of excellence in all spheres of management. For design, development and implementation of a QMS, the ISO 9000 approach is completely compatible with the total quality philosophy. ISO system is about standardizing the approach organizations everywhere take in managing and improving the processes that ultimately result in producing better quality products and services. The quality management system is often implemented all at once throughout the organization. Where phased implementation takes place, the effectiveness of the system in selected areas can be evaluated. It would be a good idea initially to evaluate areas where the chances of a positive evaluation are high, to maintain the confidence of both management and staff in the merits of implementing the quality management system. According to initial plans, the proposed training programme will have two stages. The first phase will be implemented in the Commercial operations department. In the next phase, TQM will be applied across all departments across the bank. The process for implementation of a quality management system depends on the size of the organization and complexity of the actual process. Lets have a look at these in our next chapter. Current Situation 2.1 Literature review Supplier quality management is an important aspect of TQM since materials and purchased parts are often a major source of quality problems (Zhang et al., 2000). Many authors advocate that companies must establish supply chain partnerships to motivate suppliers to provide materials needed to meet customer expectations (Harrison et al., 1996; Kumar, 1996; Lambert et al., 1996; Clifton, 2001; Jabnoun, 2000; Thakur, 2002). The quality gurus believe that supplier should be  viewed as an integral part of the organizations business operations (Ishikawa, 1985; Deming,  1986; Crosby, 1989). 2.2 Definitions of Quality Total Quality Management (TQM) is defined as a quality-centered, customer-focused, fact-based, team-driven, senior-management-led process to achieve an organizations strategic imperative through continuous process improvement. The Oxford American dictionary defines Quality as â€Å"A degree or level of excellence†. Feigenbaum, 1983, defines quality as: â€Å"Quality is defined as being about value†. According to Juran, 1989, â€Å"Quality is fitness for use†. The word total in TQM means that everyone in the organization must be involved in the continuous improvement effort, the word quality shows a concern for customer satisfaction, and the word management refers to the people and processes needed to achieve the quality. 2.3 Tools and techniques to depict current situation All departments within the Commercial Operation Functions are linked to each other with the same aim to meet business strategies. However there are no clear interactions and synergies present between them which will make all department functions effectively. The service level between each department is low as there is great competition to perform better than the other. 2.3.1 Flow Chart Figure 3 below, depicts the current situation in the Commercial Operation department. List of tasks to be performed by: 1) Operators: record all incoming and outgoing instructions Operators may liaise with external customer by face to face telephone, emails or signed fax, Nature of instructions/queries by telephone statements, transfers, debit or credit advises, swift copies, queries on cheques/interest/charges acknowledgement of instruction form client either by fax/mail/diskette for salary transfers/or original documents being submitted personally by client Nature of instructions by fax/mail new account opening, change in authorized signatories, transfers, payments of bills or import loans, salaries, request of statement/advices/swift copies, complaints/, of letters of credit/bills/import loan accounts, access to internet banking, Liaise with internal customers like the Consumer Operations department in order to respond to clients queries 2) Team leader: verifies/sample checks whether all incoming and outgoing instructions are logged properly after instructions signed by relationship managers send all instructions to be processed to concerned department Does sample checks whether operators performing jobs as required 3) Line manager: liaises with other departments to help improve quality of service/ attend queries/complaints when same are of high priority and if involves loss to the bank No wonder staffs do not pay attention to customer service since it does not affect their performance evaluation. Most banks do not have a system to handle errors or customer complaints. Few banks realizes that if they continuously cut all processing times, it becomes a WIN-WIN situation customers are happier, and the banks make more money. 2.3.2 The current work flow process is being described in below chart: Our main concern is that the quality of service has decreased to such an extent that we are not able to retain the existing customers. We have to accept that all banks are able to provide the same products but what differentiates one bank from another is its quality of service. Our ultimate goal is providing customer satisfaction. 2.3.3 Ishikawa (Fishbone) Diagram The Fishbone/cause and effect diagram is an analysis tool to display possible causes of a specific problem. Its major benefits is that it pushes you to consider all possible causes of the problem in a structured and uncomplicated manner. Using Ishikawa (Fishbone) diagram, we will be able to identify the reasons why customer service has declined and as such identify remedies. It also helps in indicating how much we know about the process. Poor technology compared To other banks Internal environment (stress, high processing time)Poor communication) Ignorance of staff External On how to make full Environment (highly Utilization of existingvolatile and risky laws and risky technologyindustry, law and legislation) Currently nobody opinion is Bureaucracy 2.4 Implementation of a Quality System There are several approaches that can be used to implement a quality system, like Juran 10 Points for Quality improvement, Crosbys 14 Steps for Quality Improvement, and many others. However for this study, we are going to implement W.E Demings 14 Points for quality improvement. W.E Deming is one of the most famous gurus in quality implementation. He is generally credited with the post-war introduction of quality concepts in Japan. According to Deming : â€Å"The consumer is the most important part of the production line. Quality should be aimed at the needs of the consumer, present and future†. According to Deming, adoption and implementation of his 14 points would be a a sign that management intends to stay in business and aims to protect investors and jobs. Below are the 14 points of W.E Deming and how their application would increase quality and customer satisfaction: 1) Create constancy of Purpose for continual improvement of product and service Management should accept this as number one priority. Resources have to be allocated for long term planning rather than short-term profits. Investment in quality and innovation will ensure existence and competitiveness of the company. Top management should motivate employees and communicate clear policies. For the purpose of this study, implementation of point one will help to remove stress and hence providing a friendly environment to work with. Commitment form top management to invest in innovation and allocate resources for long run will ensure the people (employees and external customers) that the organization is planning to remain in business for the very long run. Innovation will help the bank increase its technology or product/service quality that will help it gain competitive edge over its competitors. This will also help to decrease the gap in technology with other banks. 2) Learn and Adopt the new Philosophy. A change is necessary in the old management methods. Organisations need to understand that higher quality cost less. However change cannot happen overnight. There should be a constant movement towards the new philosophy. First we have to analyse the existing system (as described in figure 2 chart 1 above) and the damaged caused by the current system should be appreciated by everybody (cause and effect diagram). Managers have to admit that they should be more present in day to day business, rather than just delegation work on the operation side. The organization should concentrate on defect prevention rather than defect detection. One dissatisfied customer is equivalent to a lost customer. Defect prevention will help improve process, quality and productivity as each instruction/document returned causes a delay and decrease quality. Top management should make each and every staff aware the benefits the organisation expects to realize through quality management system. The above flowchart (chart 1) can also be called a value chain, and if everybody in the value chain looks for defects, the flow towards the documents/instructions processing will be smooth, quick and the end result will surely meet or even exceed customers needs. 3) Understand the purpose of inspection. Management should understand that the purpose of inspection is to improve the process and reduce cost. Mass inspection is managing for failure whereas defect prevention is managing foe success. Defect prevention decreases long run costs, results in high quality products and minimizes the need for after sales service. For this statistical evidence is required. Team leader should take note about the number of failures with respect to any documents and the reasons why. With proper recognition by staff about building quality in the service or product, the number of failures should decrease and this will also lead to a decrease in number of controls and procedures over time. Use of checklist as a tool of quality control will help management to observe the common defects and how many times they occurred. By checking this on a weekly basis, management would know whether they are decreasing and what is the biggest problem. Checklist Defect type Number of defects Total Day 1, 2, 3, 4, 5 Fraudulent instructions 0, 0, 0 ,0,0 0 Instructions not processed 5, 6, 7, 8, 4 30 Instructions received early but process late 4 , 3, 2, 2, 1 12 Unattended complaints 10, 5, 6, 7, 9 37 Unattended queries 9, 4, 7, 9, 8 37 E.g. Management needs to make staff understand that controls are not punitive measures, but to minimize risk that pose a threat to business. 4) Stop awarding business based on low price alone. Purchasing managers should look at quality form suppliers before making any purchase. There are huge savings that can occur over the long run by purchasing quality products. As Walter Shewhart says: â€Å" Price has no meaning unless a measure of quality is purchased at the same time†. Deming advice is to choose a single supplier for each item on the basis of statistical evidence from the suppliers process feedback loop. This point refers to the technological problem in our study. The appropriate technology that matches the organisation context should have been build in-house rather than sub-contracting or buying the package from outside. This would have helped to meet the needs of the employees better and hence providing and producing quality products. Also building the technology in-house would have required employees from all department collaboration and hence almost each and every staff would have been aware of the technologies and staff would have a sense of belonging to the organization. 5) Improve constantly and forever the system of production and service. Management should take more responsibility for problems by finding and correcting them in order to decrease costs and increase quality and productivity. The focus is again on prevention rather than detection. The process of quality improvement should never stop and it should always be geared towards customers absolute satisfaction. Note that there is always variability around every target and this is why there is always a room for further improvement. Constant improvement will lead to a reduction in customers complaints. Improving quality of service will lead to increase in communication and employees opinions taken into consideration. 6) Institute training on the job. A continuous program of on the job training should be instituted and this should include managers. Investment in proper training of all new employees will ensure that the new comers will know exactly what is expecting from them. Training will help detect variation, use of statistical techniques and helps to keep up with new developments. For our purpose, training will help employees to equip with a better understanding of the job and its requirements. The worker is not just getting satisfaction but also getting an incentive to improve. Proper training will help managers address complaints themselves, help in defining roles and responsibilities and help in the integration between old workers and the new generation. 7) Adopt and institute modern methods of leadership. Management should not create a negative and fault finding environment. They should create a positive and supportive environment where workers job are recognized. For this there should be clear communications at all level. Management should ensure that immediate action is taken whenever defects are identified which compromises quality. Modern leaders should ensure that quality, productivity and performance are continually improved. Difference between old and new school of thoughts should be taken as an advantage. According to Deming, todays leaders should: Lead and motivate by example rather than fear, Teach and counsel rather than judge and supervise. Use mistakes to learn rather than to blame Understand the difference between random and special variation. Management should differentiate between variations due to outside factors (special causes) and random variation (causes are due to the process itself). Size Size Statistical Controlh Out of statistical control Promote team work and mutual trust Provide innovative methods to accomplish the improvement. 8) Drive out fear and create trust and a climate for innovation Management should encourage effective communication and teamwork. Fear is caused by lack of job security, performance appraisals, ignorance of organization goals, and not knowing the job. Fear can be eliminated through proper communication, clear definition of goals and objectives, training and supervision. Once fear eliminated, innovative ideas will crop up. Deming believes that fear makes the implementation of most of his other management points impossible. Elimination fear in the department, will lead to a less stressful environment, positive attitude towards work, opinions being voiced out, decrease the clash between old and new school of thoughts and hence leading to better quality service. Performance appraisal leads to competition, competition leads to jealousy and jealousy leads to fear. Removal of performance appraisal will lead to cooperation. 9) Break down barriers between departments and individuals. Barriers exist among levels of management, among departments and within department. It exists because of poor communication and ignorance of organizational goals. Eliminating barriers, communication channels opened and teamwork organized, competition within the company has to be replaced with cooperation. Note that point (8) and point (9) are allied and go hand in hand. By breaking down barriers, employees from different departments can meet and interact to find quality solutions. 10) Eliminate the use of slogans, Posters and exhortations for the workforce. Exhortations that ask for increased productivity without providing specific improvement methods can handicap an organization. They just express managements desires. According to Deming, people should be given the means to work smarter, not harder. This is quite common in large organizations like Barclays Bank Plc. Due to its large number of employees, management goals are communicated through emails and this is interpreted differently at different levels of the organisation. A more face to face interaction is required so that management policies are understood, friendly environment is created, proper channel of communication developed and employees have a sense of belonging to the organization goals. 11) Eliminate numerical quotas for the work force. Quotas focus on quantity rather than quality. Quotas should be replaced with statistical methods of process control. Instead of management by objective, management should learn the capabilities of the process and how to improve them. Management should stop focussing on figures and start looking at customer satisfaction. Relevant statistical data should be analysed in line with current procedures and system. We have to take into consideration that Mauritius is a small country and it is quite impossible to look for new business every year. The only way to increase sales in through competition among banks. This leads to clients advantage. Same products are offered in all banks but the only difference is the quality of service. Only by improving process and service quality will the bank remain in business for the long run. 12) Remove barriers that rob people of pride of workmanship. Ignorance of organisational goals, punitive supervision and adequate training leads to loss of pride. According to Deming, the two serious mental obstacles which prevent pride in workmanship are performance appraisal and management by objective. These two obstacle leads to internal competition and hence barriers in communication, reduces risk taking and hence decrease in innovative ideas, variability in performance leading to jealousy and fear and focuses on short term results which may prevent the organization from attaining its long term goals. Deming strongly recommends the abolition of annual merit rating because of above reasons. Performance appraisal can be replaced bay a proper leadership and communication and by a proper counselling and development procedure. This will lead to job security, teamwork, friendly environment and all employees will have a sense of belonging to the organization. 13) Encourage Education and self improvement for everyone. An organization requires people who are improving with education. Things change fast. Managers should be aware of this and be appropriately trained. Here we are referring to continual re-education and self-improvement for everyone which is quite similar with point (6). The common truth between both points is that without training there is no guarantee for innovation. Re-training leads to investment in the most important asset of the company its people. This leads to job security, increased motivation and less brain drain. 14) Take action to ensure top management permanent commitment to accomplish the transformation. The top management should demonstrate a commitment and a determination to implement a quality management system in the organization. Without top management commitment, no quality initiative can succeed. The top management should provide evidence of its commitment for e.g. by defining the organizations quality policy and make this known to every employee, ensuring that quality objectives are established at all levels and functions and ensuring the availability of resources required for the development. Management has to accept the primarily responsibility for the never ending improvement of the process. A cultural change is required. All employees should understand and be committed to the new philosophy. Deming advocates† Quality is made in the Board Room†¦.[however]†¦ limitations on quality are also made in the board Room†. 2.5 Obstacles to implementation According to Deming, there are 7 Deadly Diseases that management will face while implementing the above. Lets analyse the 7 diseases (the first seven ones below) as advocated by Deming and others that apply particularly to our case. 1. Lack of constancy of purpose. As long as the focus in on short term thinking, management will fail to plan adequately. This follows from his last point. Constancy will decrease cost, assist innovation, make employees feel secure, they know about the vision of the organisation. 2. Emphasis on short-term profits. This defeats constancy of purpose. Its easy to show short term profits by cutting expenses on training, maintenance and other long term plans. Short term profits is due to fear of takeovers, but if long term strategy/planning is forgone, surely in the long run the company will be more prone to takeovers. 3. Evaluation by performance, merit rating, or annual review of performance. All this should be stopped. The main reasons are because they create competition, fear, they are subjective, concentrate on short term profit. 4. Mobility of management/Job hopping This causes instability and destroys teamwork. 5. Running a company on visible figures alone. Figures can be manipulated. The only figures to be used are those that which represent properly selected statistical data. 6. Excessive medical costs. For our study, this can be related to additional benefits provided by the organisation to its staff. 7. Excessive costs of warranty, fuelled by lawyers who work for contingency fees. 8. Inability of management to use statistical techniques to improve productions. 9. Training once completed is not put into practice. 10. Inability to change the organisational culture and lack of planning. These are long term objectives and if management would like these to happen in the short term, then there will be complete chaos in the organisation. 11. Lack of continuous training and education. 12. Fear of change. For the TQM to succeed, we need to have a careful analysis of its failures/obstacles. But most importantly, management should educate all staff about the reasons for adapting TQM. TQM will not take place until all employees understand and are committed for its implementation Implementation In this chapter, we will have a look about the benefits TQM will have on the department and also how TQM will help in overcoming the obstacles mentioned in the previous chapter. Lets have a look at the direct benefits the department will achieve: Increased effectiveness in the use of the organizations resources to enhance customer satisfaction and improved reliability of its processes through shorter cycles time. This means that processes will be simpler, more reliable and the amount of defects will decrease. Tailor made services can be produced. Improved quality of products and services, leading to reduce in customer rejection of products/services because of poor quality. Results are more predictable. This will lead greater employee and customer satisfaction, hence higher sales and profits. Improved organizational performance and competitiveness. This will be a long term goal for the organization, whereby the organization will have a competitive edge over its competitors. Improve customer loyalty leading to repeat business. It is commonly acknowledged that a satisfied customer tells about four friends, but an unhappy customer tells about thirty people. Customer loyalty will help increase the organization reputation. Reduce or eliminate repetition of work. Responsibilities and accountabilities are clearly defined. This will decrease cost, increase efficiency and make staff performing value added jobs. Reduce management time spent on â€Å"putting out fires†. This is due that there are good controls and everybody is committed in producing quality services/products. This gives management time to focus on improving conditions of work of the staffs. Improve productivity by â€Å"doing it right the first time†. This will decrease cost of re-work, scrap and inspection. Preserve Existing Revenue and increase in revenue. Preserve revenue due to customer loyalty and having an account management team and increase in revenue due to quality products and services and having a sale management team. Staff will be motivated and will work towards the organization objectives. Workforce will be proactive and prevention oriented. Miscommunication between organizations will be minimized leading to cooperation. Establishment of trust and elimination of fear. By providing staff with the appropriate training, this will lead to greater responsibility, and this will inspire, motivate and encourage them to work smarter. This lead to creativity and innovation. Staff will be eager to participate, understand the importance of their role, identify their own constraints, accept ownership of their problems and free sharing of knowledge and experience. Use of statistical techniques will make more data available for analysis and hence leading to improvement. Also this will facilitate decision making (as the structure is well defined) and decisions are made in accordance with staff. Pay much attention to the plight of clients before, during, and after sales. Assesing root cause of complaints will help improve service in the future. Complaints and problems should be looked as an opportunity to enhance quality service and look at the root cause of problems. Other benefits that will accrue to the organization are: Wider customer acceptance of products and services (New customers require ISO compliance) Consumers are confident that they are dealing with an organisatiopn where fair treatment is central to the corporate culture Increased revenue and market share obtained through flexible and fast responses to market opportunities. Internationa