... Frontline Introduction and Background The Bush Wars hold a significant place in the lives of Americans. There are some issues that are synonymous with the Bush Wars. In this case, the 9/11, scandal of Abu Ghraib, the 2003 invasion of Iraq, truth of WMD and the insurgency are the issues that are synonymous with the Bush Wars (Frontline, 1). The Frontline is the documentary that was produced during the 5th anniversary of the Bush Wars. The Frontline recognized that though part of this history is known, but the entire narrative is unknown hence there is need to fill the gap. Despite being referred as Bush wars, it should have been given Cabinet infightings title. Summary of the documentary The filmmaker is Michael Kirk while Will Lyman gives a signature narration. Ideally, the documentary seeks to develop information regarding how the war started, how fighting took place both the war front and insider critical analysis of the government. There seemed o be two battle lines, the war front at the ground and battle at the corridors of power within the government. In the fall of 2001 just when the Afghan war was ongoing, there were talks in government whether Iraq should be the next target. The perception was Saddam Hussein must have played a critical role in the 9/11. The was policy battle between Secretary of state, Collins Powell and director of CIA George Tenet on one side against VP Dick Cheney and Secretary of Defense Donald Rumfeld (Frontline, 1). Rumfeld...
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...Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors Graham L. Bradley and Beverley A. Sparks Griffith University Dieter Zapf Goethe University Janet R. McColl-Kennedy and Nerina L. Jimmieson The University of Queensland ABSTRACT Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study...
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...Summer Internship Program 2010 A REPORT ON “A STUDY ON COMPETENCY MAPPING FOR FRONT-LINE WORKERS “ IN ODYSSEY INDIA LIMITED” [pic] [pic] By T. Bhuvaneshwari. 09BS0000567 [pic] May 2010 A REPORT ON “A STUDY OF COMPETENCY MAPPING FOR THR FRONTLINE WORKERS IN ODYSSEY INDIA LIMITED” A report submitted as partial fulfillment of the requirement of MBA Program of IBS FACULTY GUIDE COMPANY GUIDE Mrs. Poornima Mr. Karthikeyan. S IBS Bangalore Faculty Assistant HR Manager Odyssey India Limited. By T. Bhuvaneshwari 09BS0000567 ICFAI BUSINESS SCHOOL, BANGALORE [pic] May, 2010 DECLARATION I hereby declare that the work being presented here is an authentic record of original work done by me on the summer internship project, “A STUDY ON COMPETENCY MAPPING FOR THE FRONTLINE EMPLOYEES AT ODYSSEY INDIA LTD “under the guidance of Dr. C. Poornima and is in partial fulfillment of the requirement for the award of the degree of Masters of Business Administration. I also certify that this work has not been submitted else where for the award of any other degree. Place : Bangalore T. Bhuvaneshwari. Date: CERTIFICATE This is to certify that the project entitled “A study on competency mapping for front line employees at Odyssey India Ltd.” being submitted to “ICFAI BUSINESS SCHOOL, BANGALORE “by, Miss. T. Bhuvaneshwari. For the award of the degree of “ MASTERS OF BUSINESS ADMINISTRATION...
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...Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?” I have included the abstract from the authors of the paper to explain what the article about. I will then go on and explain what it means to me and why I chose this article. Here is what the article states as its abstract “This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontline employee's felt ownership of and moral responsibility for customers' overall welfare. In two studies, the authors show that CSC is a more encompassing construct than customer orientation, which reflects a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in- and extra-role employee behaviors. Moreover, they highlight how CSC operates in conjunction with an organization's agency control system: Stewardship's positive influence on in- and extra-role behavior is weaker in the presence of high agency control. They offer actionable advice about how to solve the resulting managerial control dilemma. Finally, the authors show that CSC depends on drivers that reside at the individual level (employee relatedness), the team level (team competence), or both levels of aggregation (employee and team autonomy). These findings show how to effectively design a frontline employee's work environment to ensure optimal frontline performance. [ABSTRACT FROM AUTHOR]. “ I feel that the reason that...
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...Security Agency was playing as the Red Team. Civilian providers that are critical to the government’s power and communication were also participants. The exercise took place in 1997 and the was a no-notice Joint Staff exercise designed to test DoD planning and crisis action capabilities when faced with attacks on DoD information infrastructures ("Interviews - John Hamre | Cyber War! | FRONTLINE | PBS", n.d.). The Red Team was played by the National Security Agency which used hacker techniques and software programs that were freely available on net ("Interviews - John Hamre | Cyber War! | FRONTLINE | PBS", n.d.). All of the software or programs they used to hack were available to the public. The National Security Agency had no inside information to work with but they were very diligent in extensive electronic reconnaissance of the participants. They were able to conflict much damage to the National Command Authority, Intelligence Agencies, and the military commands involved. Many of the vulnerabilities that were exploited were common among the participants ("Interviews - John Hamre | Cyber War! | FRONTLINE | PBS", n.d.). The National...
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...Throughout this assignment the author will discuss one challenge and one opportunity presented to a person who takes on the role of frontline manager in a health or social care service. In order to do this, evidence will be drawn from the course materials. The author will attempt to identify what are a frontline manager and the role of a frontline manager. The transition of a practitioner to frontline management will too be examined. Additionally, what is a challenge, and how it may be overcome. Then, what is an opportunity and how it can be seized. According to Henderson et al. (2003), a frontline manager is a person who manages a team and meets the needs of the organisation, as well as, the needs of the service users. The roles of frontline managers are, in accordance with Statham (1996): Implementing policies and guidelines and providing information to the team, by encouraging involvement of the employees on the department; Leadership, negotiation and communication, by being involved on a wide range of issues that affect employees, service users, or the organisation. Finally, promote training and supervision, by being involved in planning and development opportunities to meet the needs of the employees, the organisation and the service users. Transition to managerial roles may be considerable specially if the person has high standards, and leadership and administrative qualities are being evaluated. This may cause the individual to feel stressed and consequently there will...
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...The effects of job and personal resources on hotel employees’ work engagement. Introduction This study developed and tested a research model, which predicted the impacts of job (supervisor support) and personal resources (trait competitiveness and self-efficacy) on work engagement. Purpose and rationale First, empirical evidence in the research stream of work engagement in the tourism and hospitality literature is meager. Second, in contradistinction to other researches our research focused on develoving sub-Saharan African countries, Nigeria not Western countries Third, our study findings ( such as employee retention) can be useful for managers in the hotel industry. Theoretical foundations, hypotheses, and research model * Backround * Work overload to be positively related to hotel managers’ burnout ( Perrewe,1991). Female middle managers in the hotel industry are suspectible to higher levels of burnout than male managers (Buick and Thomas 2001) * Salanova et al. (2005) reported that organizational resources, as manifested by training, autonomy, and technology, were significantly and positively related to work engagement among fronline hotel and restaurant employees. The COR theory and the JD-R model The antecedents of work engagement can be examined using the COR ( Conservation of Resources) and the JD-R (Job Demands-Resources) as the theoretical underpinnings * According to the Conservation of Resources (COR) theory, resources are defined...
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...Your Name Soc 101 Memo 1 March 26, 2012 Frontline “The New Asylums” In this video, Frontline discuss the high number of the mentally ill that are incarcerated in prison. Looking at Ohio’s correctional system the video attempts to claim many of societies criminals are mentally ill. While the video does show there is a problem in the prison system with mentally ill inmates not receiving the required help that they need it doesn’t touch on the point that the majority of those inmates are trying to work the system. Alternatively, the inmate is attempting to get away with the crime based on a defense of mental illness. As a former Deputy Jailor with a Sheriff’s Department with 5 years experience I have first hand knowledge of the penal system. The jail I worked at could house any type of inmate for up to ten years. We served some inmates who did have a lifetime sentence but they would only be at our facility for ten years or less. I had a variety of responsibilities while I was there to include: dispensing medication, having one on one contact, and extractions from cells when an inmate failed to comply with directions. The majority of the inmates received medication many of which would never take these medicines when released. A great majority of these meds were for mental illness. The majority of those who received such medication were quite functional, and compliant to jail directives. These inmates were choosing to follow directives, which had nothing to do with the medication...
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...Wong Hong Ting N9240535 D.W.F Entertainment Ltd. BSD 115 VB Final Report – Part 2A Semester 3, 2014 Date of submission:11/12/2014 Tutor’s name: Mrs Ken Chi Nair Tutorial day and time: Tuesday, 11am to 12.30 pm Word Count: 550 words 1.0 Introduction D.W.F. Entertainment Ltd has received a series of complaints from the loyal customers because the overall quality of services has dropped over the last 6 months. The purpose of this report is to identify and analyse the underlying causes that led to the low quality services of casino and relate it to the functions of management which are leading and planning. This report will also provide recommendations to solve the lack of top management commitment to service quality. 2.0 Definition of service failures Failures in service delivery can result in negative outcomes, such as decrease in customers’ confidence, loss of reputation, negative evaluation from customers and loss of customers permanently (Spreng, Harrell & Mackoy, 1995). 3.1 Problem Identification First of all, the lack of top management commitment to deliver excellent service is one of the underlying cause that resulted in low quality of services. Numerous of reports have proven that management commitment to service quality is a crucial determinants of employee attitudes in providing excellent services (Hartline & Ferrell, 1996).It is critical that management committed fully to service quality and affect the employees’...
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...CHC60308 Advanced Diploma of Community Sector Management BSBRSK501A Manage Risk Learning Resource BSBRSK501A Manage risk March 2012 Author_ Drew Dwyer Frontline care Solutions Page 1 of 135 Enquiries Enquires about this and other publications can be made to: Drew Dwyer Contact our office: Frontline Care Solutions P.O. Box 1088 Coolum Beach QLD 4573 Phone: (07) 5351 1188 Email: admin@frontlinecaresolutions.com Website: www.frontlinecaresolutions.com Copyright © This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission of the author Drew Dwyer – Frontline Care Solutions. CHCORG605A Manage Human Resources in a Community Sector Organisation Produced by Frontline Care Solutions © Drew Dwyer December 2011 Issue 01 – V1 12/12/2011 Page 2 of 166 Table of Contents How to study this unit .............................................................................................................................. 4 Element 1: Establish risk context ............................................................................................................ 7 Risk management context....................................................................................................................... 7 Risk management policy and plan ........................................................................................................ 12 Risk...
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...the link between the need satisfaction-job performance relationship and individual personality differences among people has also been neglected. This study addresses these research gaps as far as the intervening influence of personality variables on the need satisfaction-job performance relationship is concemed. The present study investigates the influence of need satisfaction (as suggested by the Alderfer theory) on self-esteem (the personality trait) and the influence of self-esteem on perfonnance intention (the surrogate measure for job performance) of top managers and frontline employees. The empirical results show that esteem as a personality variable exerts a significant influence on the job performance of both top managers and frontline employees. These and other findings provide important guidelines for managers on how to address the motivational needs of top managers and frontline employees in order to improve their job performance. Keywords Job performance; esteem valence; existence needs; relatedness needs; growth needs. Introduction One of the most important organizational goals of any business firm is the maximization of its return on investment by reducing production or service delivery costs. This goal, together with the competitive nature of global business today, has increased the...
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...S. competitiveness.” -http://minnesota.publicradio.org/display/web/2013/10/22/daily-circuit-sat-college-admission “Because the SAT was devised as a tool to identify talented students from underprivileged backgrounds, it was thought of as a test that would measure an innate ability referred to as "aptitude," rather than abilities that these students might have developed through school.” http://www.pbs.org/wgbh/pages/frontline/shows/sats/test/what.html * “According to the College Board, the SAT now does not measure any innate ability. Wayne Camara, Director of the Office of research at the College Board told FRONTLINE that the SAT measures "developed reasoning," which he described as the skills that students develop not only in school but also outside of school. He pointed out, for example, that students who read a lot, both in and out of school, are more likely to do well on the SAT and in college. The College Board says that the best way to prepare for the SAT is to read a lot and to take rigorous academic courses.”-http://www.pbs.org/wgbh/pages/frontline/shows/sats/test/what.html * The SAT has...
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...Summary of Chapter 10 Case * Frontline PR is a public relations firm with 150 full time employees, consists mainly of their staff plus some administrative and operations people. Frontline is currently struggling with the cost of health care insurance * Currently offers their employees fee-for-standard, 300 deductibles, 20 percent co insurance, FSA Flexible spending account * After attending and speaking with several experts at the national conference on compensation on Health Savings Account, she thinks an HSA will be a viable option for Frontline. * She believes that making such change from standard fee-for-service plan to HSA with high- deductible insurance plan could result in significant cost savings for the company. Even though the company would contribute to each employee`s HSA, the overall costs for healthcare benefits would still be less than its current option * Susan discussed the HSA option to the Finance Director Allison Jones, from the financial perspective Allison agrees that the option would be a good step to start controlling healthcare cost although Allison thinks that as an employee he is not sure if high deductible health insurance plan is the right option for the company. * Susan is convinced that HSA would offer a significant cost savings to the company, after talking with Allison she is unsure if she will recommend it for Frontline employees. QUESTIONS What are some advantages of implementing HSA option? What are some potential...
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...Palm Beach State College How War On Drugs Effects Everyone Gregory Mullen Police Administration 1 Frank Aiello 4/23/13 There have been many issues of drug trafficking and decriminalizing substances like cocaine and marijuana for many years throughout a lot of countries’. There has been a huge timeline of situations that we have experienced and faced with during the 70s through the 21st century. This information about to be given just shows how easy it is to get mixed in with drugs. The 60s led up to the 70s of drug war conflicts between people in the world. But before the 70s the government just thought of drug use was a social disease and would die out soon enough before it became a problem. In 1971 president Nixon said that drugs were too much of an issue to not recognize it throughout the U.S. so he announced the War on Drugs. That was four decades ago and today it still is a major issue in today’s society and does not seem to be taken control of. He also said that it is “public enemy number 1.” Even though in 1972 the prisoner rate had fallen dramatically throughout the U.S. In 1973 Nixon created the DEA (Drug Enforcement Administration) which was a statement to put an end to drug trafficking and to enforce all of the public safety departments to start cracking down on this particular subject. The budget in 1973 was 74.9 billion dollars (Drug Enforcement Administration). “By 1975 the Columbian police took 600 grams of cocaine, then the drug traffickers took...
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...attention which resulted in the ending of contracts with coca cola in campuses ( united states, Canada, Ireland, the uk, Italy, and india), indian parliament prohibited the sale of soft drinks What did they do: initiated water specific projects such as reducing and recycling water and such, but people were still skeptical about the sustainability of the pledge. In addition, plant workers were against the idea as they view it as a threat to their jobs Fritz Kaestner and Bergmann (2010) What happened: Frontline employees are crucial to every company’s success and should be trained in order to provide value for their companies. What did they do: * CCE understands that decreasing turnover costs and increasing frontline employees’ ability to execute the company’s strategy will lead to an increase in shareholder value * Effective learning requires structure, which iswhy CCE and BTS developed the new Pathway program to structure every day of the first two to four weeks of the new frontline employee’s on-boarding process. * In short, every new employee has a clear roadmap of what to learn, how, and from whom they can learn in order to be successful. * Everyone is equally responsible for success: the peer coach supports the new employee; the manager assesses the training; and the employee owns the training. * Throughout the year, managers continue to ride with employees and coach them in areas where they need additional development * The program has already demonstrated...
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