OPERATIONS MANAGEMENT ASSIGNMENT Essay Example | Topics and Well Written Essays - 3500 words - 1

OPERATIONS MANAGEMENT ASSIGNMENT - Essay Example Radio Frequency Identification (RFID), Data Interchange (EDI), Electronic Data Interchange (EDI), Point of Sales (POS), mCRM – (mobile CRM), Inter Organizational Information Systems (IOIS), and various other Data Mining (DM) technologies are used across various departments in the retail industry. The use of the above mentioned technologies in various stages of the supply chain in a retail industry is shown in Figure 2. â€Å"RFID is a term that describes any system of identification wherein an electronic device that uses radio frequency or magnetic field variations to communicate is attached to an item" (Glover, Bhatt, 2006). It comprises of two key components namely – a tag and a reader. The tag functions as an identification device and is attached to an item while the reader is a device which is used to identify / detect the RFID tags attached to various items (see Figure 3). The software used is known as an RFID middleware. Recently huge retail giants such as IKEA and Wal-Mart are known to depend on the RFID technology for enhancing their supply chain management process. RFID helps in better management of the retail supply chain through eliminating wastage, reducing labour cost and improving customer service (Jones et al., 2005). Electronic Data Interchange refers to a standardized process where data / business transactions take place in a computer-to-computer system (Walton, Marucheck, 1997). Within the retail industry, a significant portion of business documents including purchase orders, delivery schedules and notes, invoices, payment transfers etc are created and maintained in an electronic format. The EDI system helps in transmitting this paperless data in a hassle free manner and with minimum human intervention, thus eliminating the chances of human errors (Becker et al., 2001). Point of sale refers to a system which facilitates the sale of the product / service to the customer by accessing a product in store, and dynamically updating the inventory

Why Did More Indians Choose to Become Catholics Essay Example for Free

Why Did More Indians Choose to Become Catholics Essay During the 16th century, huge religious movements were happening as people began to travel to the new world. Many Indians became Catholic over being protestant, but wasn’t always because that’s what they wanted. Many Indians were ripped from their homes and forced by settlers into believing that they wanted them to believe. The reason Indians were mostly Catholic was not because of preference, it was because, at the time, there was a greater influx of people to the colonies with Catholic ideals as opposed to Protestant and the settlers forced them to convert. When the Spaniard’s came to the colonies, the Protestant Reformation was going on back at home. To get away from the movement many Catholics saw the opportunity to go over seas and practice their religion freely. When many of these Catholics got over to the colonies they were often in charge of the Indian settlers on their land. Often times they were segregated into groups and then converted based off of what the controlling party’s beliefs were. For many they were converted into Catholicism because so many of the people coming from over seas at that time were Catholic. The Indians never had a say in the religion they were able to practice. They were ripped from their homes and families, stripped of their language and way of life. Many of them had to convert right away to the English ideals by learning to read and write in English. They were even given English names, and forced to in the â€Å"Christian† religion. It all comes down to the bigger demographic of people, and the Catholic religion had a greater impact on the Indians because they had greater numbers. Not only were the Indians forced into thinking a certain way, they were also manipulated. Often times, the Spanish took the Indian’s idols and substituted them for Christian figures. A great example of this would be the Virgin Mary. Because they looked up to her so much, having her influence strongly swayed the Indians into converting and believing Catholic beliefs. Having the ability to do this in the Christian religion really made a bigger impact when it came to converting to either Catholicism or being Protestant. At the end of the day however, it really didn’t matter because the monks were nice to them and because they were nice they were greatly influence into Catholicism. In the 16th century, you really had no choice when it came to religion if you were an Indian. The colonies (Indian land) were a new land of opportunity that the Spanish, and people from all over the world, were flocking to. When the new settlers arrived, the Indians were treated as if they didn’t matter and were converted religiously by the people on their lands. It never came down to the choice for being a Catholic or a Protestant, it was about who was there to influence who. Because of the Protestant Reformation going on over seas, many Catholics were looking for a way out and that way out was the Indians land in the land of opportunity. Indians never had a choice; they were more conquered by the Catholic religion because there happened to be a greater influx of Catholic rather than protestant in the 16th century.

Motivation Profile Essay -- Business Employment Motivation

There are three individuals Ella, Marcelo, and Masoko who are trying to gain a promotion at their place of employment. Motivated employees are needed at all workplaces. Motivated employees help their companies and place of employment survive. Managers need to know what motivates their employees. Of all of the duties of an employer motivating employees arguably is the most complex. This is due, to the part of what motivates employees which changes constantly (Bowen& Radhakrishna, 1991).Each individual is motivated to gain a job promotion using three theories of motivation. The three theories of motivation are biological, psychosocial an interactionist theories of motivation. Motivation is a reason or set of reasons for engaging in a particular behavior. Ella’s motivational drive to gain a promotion is based on the biological theory of motivation. The biological theory of motivation that Ella is driven by is achievement motivation. She is trying to gain a promotion by incorporating biology. All people are born with innate tendencies that are programmed at birth; these innate tendencies are in our genes that we use for achievement. Ella will use her basic needs of survival to gain her job promotion. Ella is motivated based on the biological theory of motivation achievement motivation because Ella wants to achieve a job promotion. Ella will do whatever it takes. Ella will master all of the necessary skills that it takes to perform her job and outperform others (her colleagues). Ella will be as creative and as productive as she can be in her job performance. Performance is considered to be a function of ability and motivation. Ella’s ability to gain the promotion should depend on her ability, education, experience an d trainin... ... In closing, Motivation is the contributing factor to reaching a goal, getting something that you want, or fulfilling a need that you have. Motivation helps people do various things such as: gain a positive perspective, achieve goals, create the power of change, build self-esteem and capability, and motivation helps people manage their own development and help hers with theirs. Motivation is a skill that must be learned. References Buford, J. A., Jr., Bedeian, A. G., & Lindner, J. R. (1995). Management in Extension (3rd ed.). Columbus, Ohio: Ohio State University Extension. Maslow, A. H. (1943). A theory of human motivation. Psychological Review, July 1943. 370-396. Skinner, B. F. (1953). Science and Human Behavior. New York: Free Press. Tolman, C. W. (1991). Theoretical indeterminacy, pluralism and the conceptual concrete. Theory & Psychology, 1, 147-162.

I Want a Wife: a Wife or a Servant

Many wives sometimes feel unappreciated, neglected, and often used; which sometimes may lead to speaking out loud for themselves. This was the case with a woman in the 70s named Judy Brady. In 1971, Judy Brady’s essay â€Å"I Want a Wife† was in the first edition of Ms. Magazine; which targeted the inequality that was promised to women at this time. Being as the 70s was a time when women constantly struggled for equality and rights, Brady has some very interesting views on the term â€Å"wife.† Brady begins her thought process after hearing from a male friend who has recently become divorced. With him being single, and looking for a new wife; it occurred to Brady that she too wanted a wife of her own. Brady states throughout her essay reasons why she would want a wife, making them very bold and easily understood. â€Å"I want a wife to take care of my physical needs.†(525) and â€Å"I want a wife who will keep my clothes cleaned, ironed, and mended†¦Ã¢â‚¬  (525) are just a couple of reasons Brady gives for wanting a wife. Women in the 70s were often looked at as almost subhuman, making them stand up and speak for themselves. Brady clearly does not want a wife of her own, but is merely trying to make a bold statement to readers of this magazine. In doing so, she is trying to help the reader understand how hard a wife works and how easily they are taken for granted. Brady makes her voice heard by using a satirical form of writing, and by doing this; she makes a very good point. Many men in the early 20th century viewed women as a pedestal by which they relied on for their everyday needs. The sarcasm of the essay shows the reader how a wife feels about how she is treated. Brady states in her closing sentence, â€Å"My god who wouldn’t want a wife?†(525), which basically states that wives are unappreciated and over worked in many ways. Brady’s essay is one that could have both good and bad reactions from its readers. Brady goes on in her essay as if she wants a wife to pick up the duties of her everyday life so that she may pursue her dreams. Many women of the 70s were beginning to take a stand on women’s rights, so this particular audience would have agreed with Brady. Statements such as â€Å"I want a wife who will take care of the details of my social life. When my wife and I are invited out by my friends, I want a wife who will take care of the babysitting arrangements.†(525), sounds very appealing to the women of this time. On the opposite end, many wives could be offended by Brady’s essay. Some wives of the 70s enjoyed the life of a housewife. People that were raised in the early 20th century were always taught that the women took care of the family’s needs, which included the husband. Although this was a shrinking percentage of women, they still must be considered within the reading audience. By making her voice heard, Brady makes a clear point that she is tired of being over-worked and unappreciated. Most anyone could easily agree that wives in early 20th century America were completely unappreciated, and often used; while others could also disagree, as they enjoy staying at home and slaving over everyday chores. Overall, Brady’s essay was well-written, and the point was made clear enough so that all Americans would know that some housewives just can’t be silent any longer.

Case Study on Charlotte Beers at Ogilvy & Mather Worldwide Essay

Being successful in change implementation, the change strategist should understanding the need to change, able to develop a direction that lead the crowd to move forward, obtain support from implementers and recipients and set up plans and structure that facilitate change and encourage continuously improvement. ! Able to understanding the need to changes Charlotte Beer as the change strategist successful understood the challenges facing by O&M externally and internally. Advertising industry was going globalized and customers demand â€Å"better service at lower cost†. Strong competitions in the market threatened O&M business by taking away their important clients. Internally, O&M was unable adapt to the changing demand. Operating cost and agency fee was high while quality of work diminished and cooperation was limited among staffs. Therefore, Charlotte Beer adopted â€Å"Re-creation†, change the Company values and strategy to tackle threats. ! Successfully set up a common vision and encourage moving forward Beers worked out a vision with a group of change leaders and set up a clear direction focusing on brand stewardship. The vision â€Å"To be the agency most valued by those who most value brands† imbed the belief of brand stewardship and visualize how excellent O&M should be in future. It is encouraging, easily remembered and it leads employees’ direction to brand-orientated. However, there should be more elaboration and it was good that Beers provided some ideas on how to achieve it as well as the culture and behavior the company appreciated. This made a good start for the change program. ! Implementation plan can hit the objective and remove O&M from urgent threats. Beers had set some objectives which help to tackle the most urgent problems. Besides setting up a new direction, she needed to gain back the clients by improving the output emphasizing value of brand as well as made better use of resources. No doubt, Beers and her appointed implementers had successfully worked out brand stewardship and gained back the support from multinational clients which not only secured O&M business but also brought encouragement to the Company. By setting up WCS, hoping centralization leads to better use of resources and provide better and standardize service. Structure and system hinder the practice of Brand Stewardship Beers’s plan able to release O&M from immediate threat, but in long-run the change was not fully implemented and substantive. Beers should urgently addressed the tensions between WCS and local agencies due to job allocation, resources distribution and reward system as it discouraged the change recipients to practice brand stewardship and perform well in their job. This would affect the efficiency, waste of resources as well as affect the clients. Beers should refine the structure and redesign the work process to encourage cooperation by better define of duties, enhance flexibility, and impose a compensation system that reward contribution on brand stewardship. Limited support from implementers and recipients One person cannot make the change happen. During vision set up stage, Beers  successfully created a change team and appointed some implementers to carry out her plan. However, Beers needed to go further in communicating and enhancing commitment of the change team so that they could fully understand brand stewardship and to cultivate this culture in O&M. Furthermore, brand stewardship was not fully translated to employees, as they don’t have a structure and policy to guide them and not enough role models they can look up to as executives are not fully committed in brand stewardship either. More training or promotion campaign should be organized. Reinforce brand stewardship To walk the talk is important. Beers could continuously reward and recognize the behaviors that demonstrated brand stewardship so that people mindset would change gradually. To conclude, Beer’s change implementation was successful in short-run but to sustain the change and correct the defect, she needed to institutionalize the change continuously. Reference Todd D. Jick & Maury A. Peiperl. (2011). Managing Change Cases and Concepts (3rd ed.).New York: McGraw-Hill Education

Free Essays on The Road Not Taken

The reason I choose â€Å"The Road Not Taken† by the great Robert Frost is simply because I like this it. Not only is it written by Frost who is my favorite poet but is about being a nonconformist, which I think I am. In lines 18-20 â€Å"Two roads diverged in a wood, and I I took the one less traveled by, and that has made all the difference.† Frost is trying to get the point across that it is ok not to do what everyone else does just the be yourself. The speaker of this poem is the author Robert Frost. The occasion of this poem is a choice, it could be anything whether is be something small like buying a pair of sneaker, something significantly big like a career choice. Audience is anyone really who wants to do there own thing. Purpose would be that you could be yourself and not have to worry about it. Also, I think he is saying that just cause other people are doing it that you do not have to. Subject and the purpose is pretty much the same thing. The tone of this poem is happy and satisfied. In conclusion, the poem â€Å"The Road Not Taken† is an inspiration to everyone. It’s telling people to be themselves do what you like and don’t worry about what other people think of you. It might not always be easier but you will feel better afterwards. The path you choose it up to you.... Free Essays on The Road Not Taken Free Essays on The Road Not Taken The reason I choose â€Å"The Road Not Taken† by the great Robert Frost is simply because I like this it. Not only is it written by Frost who is my favorite poet but is about being a nonconformist, which I think I am. In lines 18-20 â€Å"Two roads diverged in a wood, and I I took the one less traveled by, and that has made all the difference.† Frost is trying to get the point across that it is ok not to do what everyone else does just the be yourself. The speaker of this poem is the author Robert Frost. The occasion of this poem is a choice, it could be anything whether is be something small like buying a pair of sneaker, something significantly big like a career choice. Audience is anyone really who wants to do there own thing. Purpose would be that you could be yourself and not have to worry about it. Also, I think he is saying that just cause other people are doing it that you do not have to. Subject and the purpose is pretty much the same thing. The tone of this poem is happy and satisfied. In conclusion, the poem â€Å"The Road Not Taken† is an inspiration to everyone. It’s telling people to be themselves do what you like and don’t worry about what other people think of you. It might not always be easier but you will feel better afterwards. The path you choose it up to you....

The History of the Radio and Television Receiver Industry in essays

The History of the Radio and Television Receiver Industry in essays In the article Introductory essay: the social shaping of technology (1999), MacKenzie and Wajcman claimed that technological determinism is not a satisfactory explanation for the development of new technologies. Their point of view in Technological Determinism as a Theory of Technology stated that technology just changes, either following science or of its own accord (MacKenzie and Wajcman, 1999, p 5). In A Network of Tinkerers: The Advent of the Radio and Television Receiver Industry in Japan, the author Yuzo Takahashi provided a historical advent and analysis of the development of radio and television receivers in Japan. Yuzo Takahashis article provides a case study of the technological developments that supports the arguments put by MacKenzie and Wajcman against technological determinism. More importantly, the historical development of these electronics in Japan illustrates the following claims put by MacKenzie and Wajcman in their essay: firstly The Economic Shaping of Technology: The dominant way of thinking about the connection between economics and technology is the neoclassical approach, which is based upon the assumption that firms will choose the technique of the production that offers the maximum possible rate of profit. (1999, p 13); secondly, Does Science Shape Technology?: Where science and technology are connected, as they increasingly have been since the second half of the nineteenth century. Technology has arguably contributed as much to science as vice versa. (1999, p 7); and lastly The Path Dependence of Technical Change: The history of technology is a path dependent history, one in which past events exercise continuing influences. Which of two or more technologies eventually succeed is not determined by their intrinsic characteristics alone, but al so by their histories of adoption. In the article A N...

10 consejos para lotería de green cards gratis de USA

10 consejos para loterà ­a de green cards gratis de USA Todos los aà ±os se celebra la loterà ­a de green cards para Estados Unidos, conocida tambià ©n como sorteo de visas de la diversidad y la participacià ³n en la misma es gratuita. Para inscribirse, la pgina de internet oficial del Departamento de Estado se activa  este aà ±o el dà ­a 3 de octubre de 2018, a las 12 am hora EST, es decir, la de la costa Este de los Estados Unidos y se cerrar el 6 de  noviembre de 2018 a las 12 am EST. No se admitir ninguna solicitud enviada en papel, es decir, solo es posible participar por internet. No es necesario pagar a ninguna empresa, ya que cada solicitante puede aplicar por sà ­ mismo, una sola vez por aà ±o, en la à ºnica pgina oficial -la del Departamento de Estado- y gratuitamente. A continuacià ³n, todo lo que se debe saber antes de aplicar. 1.  ¿Cuntas tarjetas de residencia se sortean en la loterà ­a de visas de diversidad? Cada aà ±o fiscal se sortean 50.000 visas de diversidad, que se conoce por sus siglas en inglà ©s como DV pero que a pesar de su nombre son tarjetas de residencia. En octubre se abren los plazos para inscribirse y a principios de noviembre se cierran. En mayo del aà ±o siguiente comienzan a listarse los ganadores y a procesarse las tarjetas de residencia y en septiembre de ese aà ±o ya est acabada toda la tramitacià ³n para que los ganadores puedan emigrar a Estados Unidos. La razà ³n por la que el plazo se abre en octubre y se finaliza todo el proceso para los ganadores hasta del 30 de septiembre del aà ±o siguiente es porque en Estados Unidos el gobierno federal sigue lo que se conoce como aà ±o fiscal, que va desde el 1 de octubre al 30 de septiembre, es decir, no se corresponde con el aà ±o natural que va desde el 1 de enero al 31 de diciembre. Asà ­, por ejemplo, en el 4  de octubre de 2018  es, para el gobierno de los Estados Unidos, el aà ±o fiscal 2019. Y se escribe FY2019  o FY19. Eso quiere decir que si una persona decide  participar en la loterà ­a dicho 4 de octubre de 2018, se registrarà ­a para la loterà ­a de diversidad del aà ±o 20, porque en octubre de 2018 que es cuando los ganadores podrà ­an ya emigrar a Estados Unidos, ya es el aà ±o fiscal 2019. Es confuso, pero es asà ­. Por eso se puede ver la expresià ³n DV2020, Diversity visa 2020, para la que hay que registrarse en octubre del 2018. 2.  ¿Quià ©nes pueden solicitar participar en la loterà ­a de visas? Este sorteo se conoce como loterà ­a de la diversidad. Su objetivo es provover la inmigracià ³n de paà ­ses con bajas tasas de migrantes. A consecuencia de ello, quedan excluidos de participar los ciudadanos de paà ­ses con ms de 50.000 nuevos inmigrantes en Estados Unidos en los à ºltimos 5 aà ±os, como por ejemplo Inglaterra, China o India. La lista de paà ­ses excluidos puede modificarse de aà ±o a aà ±o. En el sorteo de este  aà ±o  no pueden participar los nacionales de los siguientes paà ­ses latinoamericanos: Brasil, Colombia, El Salvador, Mà ©xico, Perà º y Repà ºblica Dominicana. Por nacionalidad en este contexto se entiende paà ­s de nacimiento.  Existen excepciones  por razà ³n de la nacionalidad de los padres o la del cà ³nyuge,   En ningà ºn caso pueden participar los indocumentados, cualquiera que sea su nacionalidad.   3.  ¿Es gratis participar? Sà ­, enviar la solicitud es absolutamente gratuito. Hay empresas que cobran por llenar el formulario. Pero es decisià ³n de cada participante utilizar esos servicios o no. Se puede hacer gratuitamente en la pgina oficial del Departamento de Estado. Sin embargo, si se gana el sorteo se deber pagar la cuota correspondiente a las visas de inmigrantes. Adems, Estados Unidos no paga jams por gastos de mudanza o ayuda econà ³micamente al nuevo inmigrante cuando llega nuevo al paà ­s. Hay que tener muy en cuenta que ciertos beneficios sociales como cupones de alimentos y Medicaid no aplican durante aà ±os a los inmigrantes adultos. Tambià ©n hay que saber que aunque se gane la loterà ­a es posible que el consulado niegue su aprobacià ³n por diversas causas, entre ellas se encuentra que se considere que la persona  puede ser una carga econà ³mica para el gobierno. 4.  ¿Quà © posibilidades tengo de ganar la visa de la diversidad? El total de visados se divide en seis zonas geogrficas correspondiendo un mayor nà ºmero a Africa, ya que es el rea con menos inmigrantes en Estados Unidos. Ningà ºn paà ­s puede obtener ms del siete por ciento del total de visas disponibles. Para hacerse una idea de quà © posibilidades hay estos son los à ºltimos datos oficiales de los resultados del sorteo de la DV de 2014, seà ±alando entre parà ©ntesis el nà ºmero de ganadores que posteriormente hicieron todos los trmites y obtuvieron la green card: Argentina (73)Bolivia (26)Chile (24)Costa Rica (25)Cuba (302)Ecuador ese aà ±o no pudo participar, pero este aà ±o sà ­.Espaà ±a (183). Entra en Categorà ­a EuropaGuatemala (44)Honduras (38)Nicaragua (2)Panam (7)Paraguay (1)Uruguay (9)Venezuela (802) Espaà ±a participa en el rea de Europa, mientras que los paà ­ses latinoamericanos y caribeà ±os forman una à ºnica zona geogrfica a la que le corresponde aproximadamente un dos por ciento del total de todas las visas de diversidad disponibles cada aà ±o fiscal. Se calcula que en Latinoamà ©rica, por cada ganador hay al menos 99 personas que no tuvieron suerte. 5.  ¿Cà ³mo puedo participar y cà ³mo me entero si he ganado? Cuando se abre el plazo - generalmente los primeros dà ­as de octubre- y sà ³lo en la pgina de internet del Departamento de Estado. Mucho cuidado con webs que casi copian a las oficiales y no lo son. Cuando acabas la inscripcià ³n vers un nà ºmero que debes imprimir y guardar. Sà ³lo lo tienes tà º y te permitir ir mirando, a partir del mes de mayo del aà ±o siguiente, si has ganado ingresando esos dà ­gitos en la pgina oficial del DoS para ese fin. Puede que tengas que verificar varios dà ­as, ya que no se cuelgan en la red todos los ganadores el mismo dà ­a. Jams habr una notificacià ³n por correo electrà ³nico. Si recibes una, son falsas, no pagues absolutamente nada y denuncia los casos de estafa. No permitas que te estafen. 6. Si gano,  ¿quiere eso decir que tengo seguro una tarjeta de residencia? No, y por varias razones. Algunos de los ganadores se lo piensan mejor y deciden no emigrar a Estados Unidos. Tambià ©n es frecuente que el consulado encuentre que se ha utilizado fraude en la solicitud, anulando el resultado. Pero es que adems de ganar es siempre necesario ser  admisible para emigrar a Estados Unidos. En algunos casos, si no se reà ºnen los requisitos ser posible solicitar un perdà ³n o waiver para la residencia. 7. Si gano,  ¿quà © familiares me pueden acompaà ±ar? En primer lugar, el esposo o la esposa. Tiene que ser un matrimonio vlido, no es suficiente una unià ³n de hecho. Puede tratarse de un matrimonio entre un hombre y una mujer o de uno entre lesbianas o gays, ya que desde junio de 2013 el gobierno federal de Estados Unidos reconoce los mismos derechos a las parejas heterosexuales y a las homosexuales. El esposo o la esposa pueden ser de un paà ­s excluido de la posibilidad de participar en la visa. Simplemente ganarà ­a la tarjeta de residencia como cà ³nyuge de un ganador/a. Tambià ©n podrn emigrar con el ganador los hijos biolà ³gicos y adoptados asà ­ como los hijastros que està ©n solteros y tengan menos de 21 aà ±os en el momento de rellenar la solicitud para participar en la loterà ­a. Entre los requisitos para que la aplicacià ³n sea vlida es la de listar a todos los hijos vivos menores de esa edad, excepto los que ya vivan en EEUU como residentes permanentes o ciudadanos americanos. Si no se incluye un hijo, y luego se gana, todo el proceso se anular y no se obtendr la green card. 8.  ¿Quà © derechos tendrà ­a como residente permanente? Los principales son vivir y trabajar en Estados Unidos. Si bien hay una serie de responsabilidades que cumplir como pagar impuestos o tener la residencia habitual en USA. Y hay que tener muy claro que no se es ciudadano americano y que hay importantes diferencias. 9.  ¿Me puedo hacer ciudadano americano? Sà ­, mediante la naturalizacià ³n los residentes permanentes se convierten en estadounidenses, siempre y cuando cumplan una serie de requisitos y se respeten los plazos, que varà ­an segà ºn los casos. 10.  ¿Participar en la loterà ­a de la diversidad me puede causar algà ºn problema? Lo cierto es que no hay una respuesta absoluta, pero sà ­ que hay un riesgo, aunque pequeà ±o. La razà ³n es que cuando se participa en este sorteo se est diciendo que se tiene intencià ³n de emigrar a Estados Unidos. Y la solicitud es ingresada en la base de datos a la que pueden acceder los consulados, el Servicio de Inmigracià ³n y Ciudadanà ­a (USCIS, por sus siglas en inglà ©s) y los oficiales de las aduanas. Y esa intencià ³n de emigrar a Estados Unidos contradice la ley de algunas visas no inmigrantes como la de turista y la de estudiante, que dicen que el beneficiario no puede tener intencià ³n de emigar. Y de ahà ­ puede surgir el problema. Esto no quiere decir que si se participa en la loterà ­a el solicitante no va a poder obtener una visa o que la que ya tiene se va a cancelar o a no renovar, pero sà ­ que debe saberse que los oficiales consulares y las aduanas tendrn en cuenta la participarcià ³n en el sorteo a la hora de decidir si conceden una peticià ³n de visa o permiten la entrada a Estados Unidos de un extranjero. Cà ³mo solicitar la participacià ³n en la loterà ­a de visas Este es el enlace a un paso a paso de cà ³mo aplicar para la loterà ­a de visas y que contiene un acceso a la pgina oficial y gratuita para inscribirse. Recordar que solo se puede acceder a la pgina oficial del Departamento de Estado a partir del martes 3 de octubre de 2017.   De interà ©s para potenciales inmigrantes Una de las principales razones por las que se decide emigrar a los Estados Unidos son las econà ³micas, por esta razà ³n se considera de interà ©s saber cules son las 10 nacionalidades de hispanos en Estados Unidos ms exitosas econà ³micamente, cunto ganan y dà ³nde viven. Este artà ­culo es meramente informativo. No es asesorà ­a legal para ningà ºn caso concreto.

Research for for social work Paper Example | Topics and Well Written Essays - 750 words

For for social work - Research Paper Example More men than women were assessed in the 40 and below age group. However, women outnumbered the men in number of assessments for those aged 41 and above. Figure 3 reflects the employment status of those assessed and shows that a great number of those assessed were unemployed, and followed by those who were retired. It would seem that the number of assessments was significantly high in people who were not involved in some sort of employment activity. Incidentally, Figure 4 shows that the number of applications for detention under Section 2 and Section 3 of the Act was relatively the same over the years. Furthermore, those applying under Section 4 were comparatively fewer and decreased significantly in 2004. Table 1 shows the living group of men and women assessed and indicates that for both men and women, number of assessment was highest in the group who lived alone and lowest for those who lived with other service users. It is also well worth noting that there were more men who lived with parents or other family members than those with a partner or children. This is the opposite of what we is seen with women wherein a greater proportion lived with a partner or children than with parents or other family members. On the other hand, figures in Table 2 show that a great majority, 39.2%, of those assessed lived in council or housing association property. This figure is twice as large as those who lived in owner-occupied property, 20.4%. In light of the principal psychiatric diagnosis at point of assessment, Table 3 shows that the two most prevailing principal psychiatric diagnosis were schizophrenia and affective psychosis. It is also well worth noting that a significantly large proportion of the cases were not recorded, 14.1%, or not known, 7.5%. This is so because it is quite common that a diagnosis will not have been made at the point of assessment in crisis. Table 4 lists the source of referral for assessment for individuals

The obstacles to work at home and telecommuting programs Essay

The obstacles to work at home and telecommuting programs - Essay Example Most employees would of course want to hire people they see in person to make sure they are capable for the job and that, they are trustworthy. Trust is an issue in telecommuting programs. In relation to the aforementioned problem, employers are also concerned about collaboration among employees. Since they are not able to see the employees, employers are worried that in times of troubles, as it is a natural thing that arise in companies, the employees could collaborate against the company. This is a difficult situation for telecommuting in contrast to the traditional work programs wherein employers can easily settle issues that arise and control further damage to the company because they can easily determine the cause of the problems and the solutions to them. Whereas, in telecommuting, the resolution can prove to be difficult because the employees who caused troubles are difficult to determine and deal with. Despite these obstacles, the modern world demands more telecommuters so that most employers can do nothing but take the risks and find out more remedies to at least limit the negative consequences of

Business Level Cooperative Strategy Term Paper Example | Topics and Well Written Essays - 1750 words

Business Level Cooperative Strategy - Term Paper Example According to the study findings  strategic alliances can be defined as co-operative agreement and arrangements between the two or more partners, and hence, the co-operative relationship management is one of the prime requirements in strategic alliances.   The strategies aim to meet this requirement are known as the business level co-operative strategies. Co-operation is one of the basic attributes of the strategic alliances and the partners must have a clear understanding of this attribute for framing a set of business level co-operative strategy. Kwok and Hampson have identified the very specific parameters to measure and frame the co-operative strategies in case of strategic alliances. Firstly, the level of co-operation should be out of any kind of mutual desire or need. Secondly, a partner must co-operate for sharing risk. Thirdly, partners’ co-operation should determine a strong foundation for business growth. Finally, the co-operation must aim to minimize â€Å"the l ikelihood of opportunistic behavior†.This paper highlights that  the need for greater consolidation within the highly capital intensive aerospace and defense industry segment has paved the way for greater alliance and collaboration among various organizations for an effective supply chain management.  The need to develop high-end research has also promulgated the need to have greater strategic alliances with international partners.  For example, the NATO partners are actively trying to enter into greater collaborations and strategic alliances with the US and European companies in a bid to improve upon the efficiency of the companies.

The Merits of DSU system in WTO Essay Example | Topics and Well Written Essays - 750 words

The Merits of DSU system in WTO - Essay Example Installation of the DSU by WTO has harmonized the manner in which WTO members engage in international trade. Dispute resolution serves as the central pillar upon which WTO functions, thereby allowing member countries to coexist and participate in an efficiently and effectively regulated international trade2. Given the fact that disputes are expected to arise due one reason or another in the process of trade between WTO members, investigations become vital to conduct in order to resolve the underlying dispute. The dispute resolution system is not forceful to any member, as the system is designed to resolve disputes without necessarily damaging state or intergovernmental relations. In the view that the DSU system does not forcefully implement investigations on members upon a dispute, the system minimizes or alleviates altogether the likelihood of being used to instigate dispute proceedings. The DSU system allows either party in the underlying dispute to waiver its claims at any step of the proceedings3. In so doing, it provides a diversified ground upon which conflicts and disputes between trade partners can be resolved. The system does not by any chance curtail the rights and freedoms of any WTO member. DSU is indiscriminately enforced for the benefit of all WTO members. The operations of DSU apply to all members, meaning that WTO provisions are uniformly binding to both developing and developed member countries4. In this respect, the primary interests, activities, and roles of WTO are reflected by the DSU system. WTO serves as an intergovernmental organization across the globe, an aspect that the DSU essentially captures. As a result, the DSU system is tailored towards promoting functional relations and improved international trade all over the world. The DSU system does not observe a common law system, meaning that it is not characterized by binding precedents5. Consequently, this implies that the DSU system exhibits no stare decisis aspects in

Case study on British Broadcasting Company (BBC) Essay

Case study on British Broadcasting Company (BBC) - Essay Example The BBC or the British Broadcasting Company is the leading broadcasting association in the world. It is a community service broadcaster recognized by a Royal Charter and funded by the households who pay the license fees. The proceeds from the license fees are used by the BBC to provide services that include eight national television channels along with other regional channels, ten radio stations at the national level, forty radio stations at the local level and a wide-ranging website. Services are broadcasted by the BBC through the radio, the television, and also online, providing news and information to its customers on 32 different languages. These are funded by grants provided by the government and not from the fees obtained from licenses. BBC worldwide is the commercial arm of the BBC. The profits earned from the BBC worldwide are returned to the BBC which in turn gets invested in new programs and services (BBC, 2011). The study of this case includes a research and analysis on on e of the largest media company in the world. For this purpose the British Broadcasting Company has been chosen as the organization for study. The report would look into the aims, objectives and strategies of the company, the history and the organizational structure of the company, the company’s media activities related to the wider media framework, its funding and accounting details, employees and their different roles played in the organization as well as the career prospects, the public relations maintained by the company, a SWOT analysis of the organization thus analyzing the strengths, weaknesses, opportunities and threats represented by the company, and the future planning and prospect of the organization in the media industry. Aims and Objectives of the Organization: Mission of the company: The mission of the company is to â€Å"enrich people's lives with programmes and services that inform, educate and entertain† (BBC, 2011). Vision of the company: The vision of the company is to â€Å"be the most creative organization in the world† (BBC, 2011). Values of the company: (BBC, 2011) The company believes that trust is the basic foundation of the company. The members of this organization believe to be autonomous, unprejudiced and truthful. The main focus of the company remains on its audience whose satisfaction counts the most for the success of the organization. Quality and delivery are given utmost value as the company takes pride in the value that it provides. The most important feature of the

Effects of Substance Abuse on Prisoners in Austin Texas Assignment

Effects of Substance Abuse on Prisoners in Austin Texas - Assignment Example In this research of substance abuse in Texas, there are various shareholders. Healthcare organizations that are concerned with the welfare of the inmates, the criminal justice system that incorporates judges, attorneys, police officers, probation officers among others. Community stakeholders are also involved. These include the media, victims, families of the victims and community organizations in general. As discussed above, a researcher has to know his audience. The researcher determines who his audience is by conducting a prior audience analysis (Ellis & Walsh, 2010). Before the actual presentation, the researcher should gather information on the recipients of his presentation. He should profile the audience with respect to their knowledge of the subject matter, culture and age. This information is critical in helping the researcher to organize his presentation. The researcher should tailor his presentation to the needs and expectations of his audience. This will ensure that his presentation gets a positive reaction from the audience. The goal of a researcher is to communicate the research findings to the concerned stakeholders in an effective manner. Therefore, the mode and the medium of presentation are of utmost importance (Dantzker & Hunter, 2012). In this research on substance abuse in Texas, the researcher feels that a hybrid of more than one method of presentation will be effective in communicating the research findings. The researcher must communicate his message persuasively. Lecture method of presentation will be best for this. PowerPoint as a medium for presentation will be of importance. This will help in the display of charts and graphs in the presentation. Moreover, text reports will work well in communicating the researcher’s findings. Stakeholders who are not familiar with the subject of substance abuse in Texas will get the information from the report. Government executives and other officials may not have the time to read this report.  Ã‚  

Case study on British Broadcasting Company (BBC) Essay

Case study on British Broadcasting Company (BBC) - Essay Example The BBC or the British Broadcasting Company is the leading broadcasting association in the world. It is a community service broadcaster recognized by a Royal Charter and funded by the households who pay the license fees. The proceeds from the license fees are used by the BBC to provide services that include eight national television channels along with other regional channels, ten radio stations at the national level, forty radio stations at the local level and a wide-ranging website. Services are broadcasted by the BBC through the radio, the television, and also online, providing news and information to its customers on 32 different languages. These are funded by grants provided by the government and not from the fees obtained from licenses. BBC worldwide is the commercial arm of the BBC. The profits earned from the BBC worldwide are returned to the BBC which in turn gets invested in new programs and services (BBC, 2011). The study of this case includes a research and analysis on on e of the largest media company in the world. For this purpose the British Broadcasting Company has been chosen as the organization for study. The report would look into the aims, objectives and strategies of the company, the history and the organizational structure of the company, the company’s media activities related to the wider media framework, its funding and accounting details, employees and their different roles played in the organization as well as the career prospects, the public relations maintained by the company, a SWOT analysis of the organization thus analyzing the strengths, weaknesses, opportunities and threats represented by the company, and the future planning and prospect of the organization in the media industry. Aims and Objectives of the Organization: Mission of the company: The mission of the company is to â€Å"enrich people's lives with programmes and services that inform, educate and entertain† (BBC, 2011). Vision of the company: The vision of the company is to â€Å"be the most creative organization in the world† (BBC, 2011). Values of the company: (BBC, 2011) The company believes that trust is the basic foundation of the company. The members of this organization believe to be autonomous, unprejudiced and truthful. The main focus of the company remains on its audience whose satisfaction counts the most for the success of the organization. Quality and delivery are given utmost value as the company takes pride in the value that it provides. The most important feature of the

Mao zedong's legacy Essay Example | Topics and Well Written Essays - 1250 words

Mao zedong's legacy - Essay Example Some of the negative roles played by Mao Zedong include the launching of the cultural revolution where millions of people were forcefully made to do manual labor, which in return resulted to execution of tens of thousands Culture Revolution2. To date, people all over the world still visit Tiananmen Square, the burial place of Mao Zedong in order to pay homage to one person that even in his death still revere him. The essay will relay information about Mao Zedong and the reason why decades after his death, his name is still as powerful as ever. Mao Zedong, commonly known as Chairman Mao, was one of the most influential thinkers ever to rule China. Chairman Mao is known for his contribution in a number of factors especially in the republic of china. Apart from being the founder of People’s Republic of China (PRC), Mao is also the man behind numerous developments and achievements in China such improving China’s economy from agrarian to industrial level3. In China, Mao helped improve the level of education and it is through him that the republic of China is known to produce some of the most brilliant brains in the world. Apart from improving china’s education standard, Chairman Mao oversaw gender equality in China by ensuring that Chinese women had equal opportunities in any field such as education, employment and politics4. It was also during Mao Zedong’s reign that china experienced one of the highest population growth from 550 to 900 million. Although Mao Zedong’s good reputation is recognized all over the world, Mao’s legacy is also despised by a many people. This is because of the role he played during the Cultural Revolution that lasted for 10 years resulting to massive loss of lives. One of the reasons behind Mao’s initiation of the revolution program was in a move to eliminate counter-revolutionary in china, a process that took ten years5. The revolution resulted to massive destruction

Internet Makes Life Better Essay Example for Free

Internet Makes Life Better Essay Nowadays, with the development of the Internet, our life becomes more convenient than any time in the past. With the click of the mouse, you can find everything on the Internet including shopping, communication, entertainment, study, and so on. Do you know how many percent of people on the Earth have access into the Internet? 21% In the United States, 74% of American adults use the Internet. 94% of students in the US are using the Internet. 60% of American adults use broadband connections at home. 55% of American adults connect to the internet wirelessly, either through a WiFi or WiMax connection via their laptops or through a handheld device like a smart phone. Because of the Internet, we can do shopping without going to the store which is located far away. Online shopping is the process whereby consumers directly buy goods or services from a seller in real-time, without an intermediary service, over the Internet. It is a form of electronic commerce. We can talk with a people who are away 10,000 miles with high quality of voice and images. Brought us closer to people those are in another part of the world: video calls with Skype, Online support calls so I don’t have to drive 2 hours to a client site. Telephone: Voice over IP or VOIP Besides, we can find tons of information by one click on Google.com, Yahoo.com, and so on. Other conveniences of the Internet: Online banking. Driving Directions .We can work or study from anywhere in the world. In conclusion, I believe the Internet makes life better. I cannot live one day happily without Internet.

Smart objectives of bp

Smart objectives of bp Task Three SMART Objectives of BP BP Objectives are prepared according to SMART (Specific, Measurable, Achievable, Realistic, and Timed).That means it should be particular about what we are going to achieve and should quantify about the objectives. There are a several types of objectives that all can be done in the SMART format. Process objectives Impact objectives Outcome objectives Personal objectives BPs five year plan objectives are, Increase profitability by 20% Increase production Financial gain by serving to the increasing demand Build brand value that was affected by the oil spills Five year development plan for BP Business plan is a statement about companys future goals and plans to achieve those goals. This can be externally focus or internally focus. BPs Strategies in progress can state as, Upstream growth Downstream turnaround Alternative Energy: focused disciplined Corporate simplification In the upstream will focus on cost and capital efficiency to deliver profitable growth. In the downstream will drive further efficiencies and a focus on quality and integration. They will maintain their disciplined approach to alternative energy and will continue to unlock corporate efficiency through a culture of continuous improvement. Five year development plan for BP # Objective Strategy Actions Performance Indicators Time Period 1 Increase profitability by 20% Research and development Hire most qualified researchers Innovative ways of doing things One year 2 Increase production Acquisition of north sea area. Negotiations with governments and agreeing for a joint profit sharing. Coming into an agreement with relevant governments Two years 3 Financial gain by serving to the increasing demand Sales and Marketing approaches to increase market share Recruiting experienced sales and marketing people and objective training Acquiring new market opportunities, increase the market share One year 4 Build brand value that was affected by the oil spills Communication and promotion strategy Using new media opportunities of social media to build brand name again, invest in CSR activities in Go Green. Reduce the black mark 3 years Evaluating and implementing the plan In corporate strategy, Johnson, Scholes and Whittington present a model in which strategic options are evaluated against three key success criteria Suitability (would it work?) Feasibility (can it be made to work?) Acceptability (will they work it?) (Source-: http://en.wikipedia.org/wiki/Strategic_management) # Objectives Time Line 1 year 2 year 3 year 4 year 1 Increase profitability by 20% X 2 Increase production X X 3 Financial gain by serving to the increasing demand X 4 Build brand value that was affected by the oil spills X X X Conclusion When it is mention about the strategic management and the leadership strategic planning is a major part of it. Strategic planning can divide in to three stages as strategic Analysis, Strategic Options and Evaluation and Implementation. The British petroleum Corporation is a well established organization in petroleum industry and here it is mentioned about the strategy and competitive advantages of the BP and the technical tools which could they can use to analysis situations. The porters five forces investigation helps identify the competitive environment BP analysis their market for Quality production. There are so many competitors like Solar, sharp in the market and BP establish with mass production. By doing the SWOT analysis its helping company to identify the internal and external environment of the company. BP is focused on customers and they believe in their productions. They used the oil plus solar power combination and they used product segmentation, improve cost efficiency and some more strategies to increase their profits. They have created value through technology and this is a barrier for their competitors. Company can use strategy clock, Ansoff growth matrix tools to analysis their position in the market. To develop strategic options first it should identify the external context and priorities and clusters. Then it should develop the strategic options. SOP matrix is best tool to identify the strategies of the company.

The Times of the Spanish Inquisition Essay -- essays research papers

Known for the terror it caused the inhabitants of the Iberian Peninsula, The Spanish Inquisition was one of the most deadly inquisitions in history. Used for both political and religious reasons, the time period between the 1400’s and the 1800’s belonged to the Catholic Roman Empire (Encyclopedia Britannica, 1994). In order to better understand the Inquisition, the reasons behind it, and the phenomenal worldwide effect, it is indispensable to examine its preceding events. In 14th century Spain, Jewish people are often associated with wealth, being a epidemic to the general public. When Aragon united with Castille in the marriage of Ferdinand V and Isabella, Spain was on the verge of becoming one of the wealthiest nations of the period. A large part of that prosperity was due to the Jewish community. Archdeacon Martinez of Seville continually tried to motivate the people to cleanse themselves of the Jewish citizens, finally succeeding on Ash Wednesday (March 15), 1391. Mobs flogged and beat the Jewish civilians to renounce their religion and become Christian. The victims of that day amount to hundreds, if not thousands, of unsuspecting people (C. Roth, The Spanish Inquisition, 1964). Although the Jews had become Christian to avoid persecution, they still celebrated their beliefs in secrecy. In 1487, their behavior was discovered during Jewish Passover, which was the same week as the Holy Week for the Catholic Church. Thus, the Spanish Inquisition was f ounded to sanitize the ...

Internet Tools at Dirt Bikes Essay

Communication is an indispensable part of any organization. It is required to keep up with their business (suppliers), employees (internally) and clients (externally). With every day new innovations in technology, internet is the no more a new concept. Another term associated with internet is networking. The companies big or small realize the fact that adapting the latest technology will take their business to new heights or else they will be left far too behind in the race. Hence it would not be incorrect to say that Internet has changed the way business used to run. It has raised the business to international heights. Internet is used on a global scale and provides a universal platform. Similarly building new services, strategies with in the organization is made possible through intranet. It is a medium of providing connectivity with the different department of the organization in the same office. On similar notes Dirt Bike management decided to look for new tools and technology that will best suite their company to make the communication process more effective and efficient. Introduction Dirt Bikes is a small manufacturing company of off-road bikes of its own brand. It is a privately owned company, and has its headquarters in Carbondale, Colorado. It has a staff strength of around 150-200 employees. The company maintains a website. The company has provided the internet access to its employees. To make the internal communication process across the departments more efficient some more tools and technologies needs to be implemented like E-mail, Video-conferencing, messengers. However, some other upcoming tools and technologies are: Mobile Networking Technology covering (3G), Wireless access and Radio/satellite signals Importance of Intranet The concept of intranet is evolving. This internal communication tool can be developed in such a way that integrates employees from all departments. They would be able to view permissible details of each other’s department along with the feature of internal chat, mail and files transfer. The employees will be provided individual login id and password keeping the system secure and traceable. Maintaining employees personal details will greatly help Human Resource department to track and keep updated information for any individual. The employees can check their details available on the network and can report for any changes whenever required. Contact information, attendance, leave balance are few of the named details that can be made available. The Manufacturing and Production department can discuss and forward the design related issues and updates through mail or common chat. The sales and Marketing team can maintain a database for archive with the details of previous sales records and a comparison with the present trends. They can track the sales projections and balance the act of supply and demand more efficiently. Implementation of intranet requires a client /server architecture connected in LAN. Additional Tools Certain departments like the accounts department that holds vital data related to the company and the employees and the manufacturing departments that works on upcoming designs of new model can make use of VPN (Virtual Private Network) that provides a secure and encrypted form of communication with in the public network. It is a cost effective way that provides the combined feature of Voice as well as data networks. The drawback of the system is that may slow down the process during high internet congestion. Another cost effective way of communication is through Wireless access with the help of smart phones and Bluetooth. The wireless access will cover the entire network of the company. Bluetooth can be within a particular department allowing access to printer, computer, phones all at the same time. It will be a low power option having a range of 10 meter. It reduces the confusing and messy cables and at times works without user intervention. The smart phones or the 3G phones technology will the employees outside the organization like the delivery and shipment department. Nearly all employees will feel benefited with the implementation of the above tools. It will definitely increase efficiency helping them to concentrate on the work. And overall the company will benefit too. Wireless Access Wireless technology offers a very flexible approach to stay in touch over the network internally with employees and externally with customers and suppliers. Bluetooth allows accessing internet while connecting to nearly 8 more devices at the same time in 10 meter range.

Systematic Approach Dealing with Disabilities

Dyslexia causes difficulties in learning to read, write and spell. Short-term memory, Math, concentration, personal organization and sequencing may also be affected.Dyslexia is a disorder which has various types and classifications. The more commonly description of this disorder is the individual having difficulty with a written language. Dyslexia is a general term for other disabilities that may hinder a person’s learning curve.Dysorthographia, is a mental disability that affects visual and auditory information process and includes spelling difficulties. Dysgraphia affects handwriting. Dyscalculia affects the process of using numbers and manipulating them. As dyslexia is a common term for various disabilities, it is needed to carefully assess the subject in order to pinpoint the specific disability that they have (Winstanley 2006).Dyslexia DiagnosisDyslexia will not be noticeable during the first three years of the child, but as soon as the child age and encounter numerous fa ctors things may start to appear internally and externally. As the child ages and goes into society and then finally meet others in the same age group, factors became much more complex which the child may or not cope very well. Difficulties would show as the child with dyslexia faces new challenges and scenarios amongst their peers.They may show a different personality at home, around the parents, but would clearly show within a school environment. Within the home, the child may feel at ease so the need to try and outdo others is not present, thus not displaying the symptoms of dyslexia to their parents.On the other hand, when the child is in school and among his classmates, he would try to go throughout of the day without any burst of enthusiasm for the learning ahead and shyness would overcome him as his fellow classmates would race through and show more of a developing knowledge than he has .The child would soon distinguish that there is something with him and that the others wou ld tease and make fun of him with his inability to excel in his studies. Further psychological test would be done in order to determine and check which type of dyslexia a child may have.Symptoms: Strong and Weak Points of DyslexiaOnce a child or a person has been diagnosed with dyslexia, often times there are strong points, or symptoms, that appear to every individual like as follows: visual sensory; practicality; skillful; sports oriented; and have vivid imaginations.Recalling and follow instructions; organization skills; concentration; and verification are the common symptoms and weak points of a child or person may have. Besides showing a slow learning level curve, a child or an individual may start showing the following behavior: laziness; bad behavior; being clumsy; and even have personal and family issues.Solutions.There are no known cures of dyslexia and no amount of medication can prevent it as well. However, children with dyslexia can be assisted to attain their full potent ial despite their disability to learning. Teachers and teaching aides are detrimental for the development of the learning curve and potential of children with this disability. It would be the teachers’ discretion on what approach to use so that the children can cope and excel with their studies inside the school room.Teachers can use and garner help from students to buddy-up with children diagnoses with this disability in order to help motivate them. Recreating the environment of the classroom is another effective way of helping the children with dyslexia. Avoiding the overuse of bright and flashy colors; seating arrangements for the children in order for them to clearly see the board and their teacher; and as well as minimizing the distraction factors for the children to create a conducive learning environment for those afflicted with dyslexia.

Case-8-Accra-Beach-Hotel Analysis

Mc Donald’s and Subway Services Marketing 2011 Submitted By: Ankit Singh Mc Donald’s and Subway Table of Contents CORE SERVICE AND VARIOUS SUPPLEMENTARY SERVICES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 5 FACILITATING SERVICES †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 8 ENHANCING SERVICES †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 0 HARD AND SOFT SERVICE STANDARDS †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 11 CHANNELS OF SERVICE DELIVERY †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 14 COMMUNICATION MIX †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 16 SERVICE BLUEPRINTING†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 SERVICESCAPE †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 23 SERVICE QUALITY GAP MODEL AND QUALITY DIMENSIONS †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 28 PRICING STRATEGY †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 35 Critical Analysis †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 2 3 Mc Donald’s and Subway Table of Figures Figure 1: SubWay – Flower of Service †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 6 Figure 3: Facilition Services †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 7 Figure 2: McDonald's – Flower of Service †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ Figure 4: Communication Mix †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 16 Figure 5: Role Of Communication Mix †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 19 Figure 6: McDonald – Go Global Act Local †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 20 Figure 7: Mc Donald's Blueprint †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 1 Figure 8: Subway-Blueprint †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 22 Figure 9: Service Gap Model†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 28 Figure 10: Characteristics and Evaluation Outcomes †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚ ¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 29 Figure 11: Strategies to influence expectations †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 0 Figure 12: McDonald's Pricing †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 36 Figure 13: SubWay Pricing †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 38 Figure 14 : SubWay & Mc Donald ‘s Pricing Strategies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 41 4 Mc Donald’s and Subway CORE SERVICE AND VARIOUS SUPPLEMENTARY SERVICES SUBWAYSUBWAY has come a long way in India since it opened its first restaurant in India. Young Indians have warmed to the image of the American chain, and made it one of their favorite places to swarm to, and hang out in. Subway has very successfully entered the Indian market and sustained its growth by developing a unique menu to appeal to the Indian taste. If you are a foreigner visiting India, you might be interested in indulging in some of the Indianite treats at Subway — for example, the legendary paneer tikka sandwich. Also, as an Indian you might be interested in some of Subway’s Continental trea ts like the Italian B.M. T. Subway offers a wide variety of submarine sandwiches and salads on its menu. It offers an assortment of vegetarian and non-vegetarian fares. They also cater to the health-conscious customers by providing them with 97% fat free subs. Subway offers a separate specialty menu for breakfast. Apart from subs and salads, they also provide side dishes like cookies, desserts and beverages. Subway allows customization of sandwiches by offering a variety of gourmet breads, different kinds of flavored meat, fresh and exotic vegetables and variety of sauces, both low and high calorie.Following the â€Å"Think Global, Act Local† policy, it offers ingredients specific to the locations; for instance, it offers Halal meat in Hyderabad. MCDONALDS McDonald's is without a doubt the world's largest and fastest growing restaurants in the world, serving food and drink to 38 million customers daily. Right from its inceptions through being multi-billion dollar quick servic e restaurant, hamburgers and fries have always been at the front of McDonald's menu. However, their menu has expanded keeping the taste and the lifestyle of the local customers in mind.Its extensive menu also offers a full range of desserts, hot and cold drinks to cater to everyone. McDonalds underlying strategy for success in the Indian market is- â€Å"Local sourcing is the key for Truly Indian products†. Prior to its launch into India, it invested six years to develop its unique cold chain, 5 Mc Donald’s and Subway enabling customers to enjoy highest quality products, absolutely fresh and at a great value. Keeping the culture of India in mind, McDonalds does not offer any beef or pork items. It has developed a specialty menu unique to the Indian palate with a variety of vegetarian and non-vegetarian selections.They are also conscious enough to prepare vegetarian food separately and this separation is maintained throughout the various stages of preparation. So much s o that the mayonnaise and the soft serves are also 100% vegetarian and its uses only vegetable oil as a cooking medium in India. They also have an exclusive menu for breakfast. McDonalds also caters to the tastes of the local people. In Hyderabad, they offer â€Å"Halal Meat† for the non-vegetarians which they quite explicitly convey to its customers through a signage.The efficiency with which the staff at Subway and McDonalds serves the customers is enhanced by the range of services that supplement the core service. Following the flower of services approach, the given figure shows the services that support the core service at Subway. FLOWER OF SERVICE FOR SUBWAY Figure 1: SubWay – Flower of Service FLOWER OF SERVICE FOR MCDONALDS 6 Mc Donald’s and Subway Figure 2: McDonald's – Flower of Service These services can be broadly classified as facilitating and enhancing services: †¢Information †¢Ordertaking †¢Billing †¢Payment Facilitating Enhancing Figure 3: Facilition Services Consultation †¢Hospitality †¢Safekeeping †¢Exceptions 7 Mc Donald’s and Subway FACILITATING SERVICES INFORMATION Information to customers at Subway is provided through different ways: Directions: in case of Subway, they provide a signage to direct the customers to the vegetarian and the non-vegetarian counters. Also, both Subway and McDonalds have user-friendly websites wherein customers can log on from any place at any time to locate their nearest stores. Prices: Prices of the different items of food available at both Subway and McDonalds are displayed on a display board. Apart from that it also displays he prices of the other side dishes which the customer might want to buy. Instructions on using core product: Since Subway is a made-to-order restaurant where a customer has full freedom to customize his sandwich, for a first-time customer, there are instruction sheets at both, vegetarian and the non-vegetarian counters t hat instruct the customers on the steps to follow to place an order for a sandwich. It also lists down the variety of ingredients and gourmet breads that it offers to its customers. Notifications: At Subway, they are prompt enough to notify its customers of any technical problems that might bring inconvenience to them.At times, when the toaster is not in working condition, they put up a notice communicating the same. Both Subway and McDonalds also notify the customers of any promotional or â€Å"combo offers† for the day through posters and leaflets. They allow customers to sign up for offers on the net to get regular notifications on current offers and current news on Subway. Conditions for service: At McDonalds, they promise to deliver the order within minute, at particular time slots, else they give a soft-drink free to the customer.This information is very explicitly visible to make sure that no customer misses to notice it. ORDER FULFILMENT 8 Mc Donald’s and Subwa y The order entry methods followed at Subway are: On-site order fulfillment: Here the customers are served immediately as the orders are placed. Once the customer has decided what to eat, that is, a sandwich or a salad, he moves on to the next step where he chooses bread from a variety of gourmet breads for his sandwich. He also decides the size of the sandwich he would like to have, that is, 6-inches or foot-long.In the next step the customer gets the option of adding extra ingredients to his/her sandwich like double layers of meat or extra cheese for better taste. He then chooses the assortment of vegetables he would like to have. The last item on the list of ingredients is the variety of sauces that subway offers. The customer might want to supplement the sub or salad with his choice of drinks. At McDonalds, they follow an on-site order fulfillment method too, where they promise to deliver the orders in a minute, else they give a soft drink free.McDonalds also allows its customer s to enjoy its meals while they are on their move. Through â€Å"McDonalds Drive Thru†, customers enter the â€Å"drivethru†, place their orders and pick then up within minutes. Web-site order placement: McDonalds allows its customers to become members which in turn helps them place orders online. Telephone order placement: Subway also promises an express delivery facility to offices and home which allows customers to place orders through phone. McDonalds provides home delivery service to its customers with no restriction on the minimum order.However, they charge an additional fee of Rs 20/- per order irrespective of its size. BILLING The billing process goes very systematically. A typical customer would start by placing orders looking at the display board. As he makes his order, the amount due is displayed on the machine after each item is entered. Once all the items have been recorded, the billing machine displays the total amount due. The person who is recording als o verbally states the amount due as a confirmation. The invoice is generated and the payment is made.The billing process uses all the four elements, namely 9 Mc Donald’s and Subway Invoice for individual transactions Verbal statements of amount due Machine display of amount due PAYMENT Payment at both Subway and McDonalds is done using the conventional method of payment through cash or card. The customer is allowed to make payment through credit card only above billing of a certain amount. Also, they provide coupons and vouchers through newspaper inserts, which can be redeemed by the customers. ENHANCING SERVICESCONSULTATION The staff at the counter provides customized advice to customers who are visiting both Subway and McDonalds for the first time. They also help customers decide on what orders to place and which combo offers to avail. HOSPITALITY Subway is seen as a place to hangout with friends. Customers, mostly the younger generation go to Subway when they need to sit, eat and drink with their friends. Also, a Subway outlet is usually never jam-packed with customers, hence there is never a queue to enter or place orders. Thus, there is never a need for waiting space.The customers could also sit for as long as they want without being asked to leave. McDonalds offers high quality products at affordable prices which it promises to serve on time. They have a policy of greeting every customer with the traditional â€Å"Welcome to McDonalds, How may I serve you†. A lot of importance is given to the smile during the greeting. Each McDonald’s outlet has a washroom for must. 10 Mc Donald’s and Subway SAFEKEEPING Subway provides the perfect ambience by ensuring that the outlets are clean, the seats are wellspaced out and it allows the customer to sit back and relax.Their packaging for take always is also ecofriendly and attractive. McDonald's is driven by the philosophy of Quality, Service, and Cleanliness & Value for Money. This transl ates into a commitment to provide customers high quality products, served quickly with a smile, in a clean and pleasant environment at an affordable price. This effectively means that the McDonald's menu is priced at a value that the largest segment of the Indian consumers can afford while at the same time ensuring that quality is not sacrificed for value. The packaging at McDonalds for orders ike â€Å"Happy Meals† which most of the times contains â€Å"happy Toys† and other such items are a major attraction for the kids. These Happy Meals have different toys which when collected will form a set. This in turn, attracts children and increases the sales. EXCEPTIONS Subway caters to the needs of the health conscious customers by providing them 75% fat-free subs and salads. Also, Subway has a policy of getting a feedback form filled by its customers. HARD AND SOFT SERVICE STANDARDS MCDONALDS McDonald’s aims to provide 100 percent total customer satisfaction.In orde r to achieve this goal , McDonald’s relies on its operating philosophy based on QSC & V – Quality, Service, Cleanliness and Value. McDonald’s believes that customer satisfaction is crucial to the success of the brand and all restaurants must perform to the standards. These standards are used in both company owned and franchised restaurants. QUALITY Hard Standards: 11 Mc Donald’s and Subway Best ingredients: This is achieved by its commitment to sourcing all its requirements from local farmers and suppliers. Before entering India, the company spent six years and Rs. 50 crore to set up its supply chain. In India McDonalds pioneered the cold chain management which helps keep vegetables and processed products safe for a longer time. Potato farming in Gujarat Radhakrishna Foodland (Distribution partner) focused all its resources to meet McDonald's expectation of ‘Cold, Clean and On-time Delivery’. Trikaya Agriculture (Supplier of fresh Iceberg let tuce) uses a cold chain to store and transport lettuce to maintain freshness all year round. Pre-cooling rooms ensure field to 2 degrees in 90 minutes.Dynamix Dairy (Supplier of cheese) has a completely computer controlled automation equipment to supply cheese to McDonald’s. Vista Processed Foods Pvt. Ltd (Supplier of chicken and vegetables) has storage facilities to maintain temperatures as low as -35 degrees to ensure freshness. Preparation Standards: Best quality standardized ingredients ensure standardized preparation standards can be followed. Every product has a fixed procedure of preparation. However, newer McDonald’s stores offer MFY (Made for You) where the product is made only after the order is placed. Other standards: Use FIFO (First in First Out) for all inventories.Reverse osmosis water treatment plant – best technology for water purification at every outlet to provide water. Strict standards for vegetarian products including eggless mayonnaise and eggless icecream. SERVICE Some soft standards followed by McDonald’s staff are Welcome every customer with a smile and are genuinely friendly at all times 12 Mc Donald’s and Subway Deliver consistent standards of hospitality Seize opportunities to interact with customers in a personal and positive way Be well informed about product contents and nutritional information Always appear clean and well groomed.Hard standards Serve fresh and hot Serve within one minute of receiving order or give a free coke. This is implemented in a few outlets and is not applicable during peak hours. Cleanliness and Hygiene The counters, tables, floor area are to be kept clean at all times. All staff required to cover their heads and wear gloves when within preparation area. All these standards are evaluated by mystery shoppers and rated. This is called a RVR Restaurant Visitation Report) which provides a snapshot of the stores performance over a period of a few hours. The stores are graded either A, B, C or F.SUBWAY No information is available on the hard standards followed by the company. Below are some soft standards Subway has laid out. Quality All material, vegetables, sauces, meat and cheese have to be sourced from the supplier certified by Subway. Franchises cannot procure from other non-certified suppliers. All material has to be stored at specified temperatures to ensure freshness. All franchises are required to abide by the Gold Certification standards of Subway. Cleanliness All employees must at all times wear gloves while making a sandwich or handling material.All employees must at all times wear a plastic covering their hair to ensure hygiene. Service The employees should greet the customer with a smile. 13 Mc Donald’s and Subway They should help customers choose combinations to customize their Subway Sandwich by making suggestions. During calls for home delivery, all the requirements of the customer should be attentively noted and followed. CHANNE LS OF SERVICE DELIVERY SUBWAY Subway uses Franchising as its channel of delivery. Subway currently has 35340 restaurants in 98 countries. This is being followed by Subway from its inception.As all franchisers, Subway requires each store to operate by the strict standards of quality, service and cleanliness defined by the company. The Subway franchise ensures that safety measures are taken by all its franchisees to provide quality food. All employees need to use gloves at all stages of food handling. Members of the specialty food franchise have to attend a training course in their local area in order to provide needed information to their employees on this regard. Fresh food stock preparation and temperature regulation helps the fast food franchise to keep up its high standards of hygiene.It is to provide the necessary specifications on the levels of cleanliness to be maintained by franchisees that the Subway franchise initiated â€Å"Gold Standard† policies. However, there ha ve been several problems faced by Subway along the way. Quality standards: There have been several complaints from consumers all over the world regarding quality issues of vegetables, meats and sauces used in Subway sandwiches. Most of these issues arise due to improper storage of materials in the store. Temperature controls aren’t maintained resulting in spoilage and wastage.Legal woes: Subway has faced more legal cases than most other franchises. Franchisees complain that even one slip results in threatening letters from the head office. Or complaints regarding too many stores opening in the nearby areas resulting in cannibalization. 14 Mc Donald’s and Subway Many instances have been cited by franchise holders where Subway has unfairly penalized them. MCDONALDS McDonald's is the world's leading global foodservice retailer with more than 33,000 locations in 118 countries. McDonald’s has several company owned stores, but uses Franchising for both domestic and in ternational expansion.McDonald's India was set up as a 50:50 joint-venture between McDonald's at a global level and regional Indian partners such as Hardcastle Restaurants Private Limited in western India, and Connaught Plaza Restaurants Private Limited in northern India. McDonald’s currently has over 220 restaurants in the country. McDonalds doesn’t provide any financial assistance and absentee ownership of finance is not allowed. Also, the financial requirements are quite steep. MFY- In order to implement the MFY (Made for You) option for customers, the franchises are required to upgrade their equipment at their own expense.This caused some problem with maintaining standard service across all outlets. Pricing and menu may also be a point of difficulty for the franchiser and franchisee as prices vary between company owned and franchised stores. Inconsistent standards- There are several instances of poor service or disgruntled customers complaining about the quality of food served. This is because it is difficult to enforce the exact same standards in all franchised stores. 15 Mc Donald’s and Subway COMMUNICATION MIX COMPANY External Marketing Communications Advertising Direct Marketing Sales Promotion Public RelationsInternal Marketing Communications Vertical Horizontal PROVIDERS Interactive Marketing Communications Personal Selling CUSTOMERS Customer Service Centre Service Encounter ServiceScapes Figure 4: Communication Mix The diagram above clearly explains a generic model for communication which is being implemented by services based companies in the world. The communication model is divided into 3 parts as clearly seen above:a) Internal Marketing Communications: It company should manage the information and its flow from company to employees in order to accurately and consistently reach to customers who are hearing and seeing it. ) External Marketing Communications: These are the channels (not under the company’s control) throug h which the company disseminates the information to its customers. These channels provide equal opportunities to all the companies for communication to masses. 16 Mc Donald’s and Subway c) Interactive Marketing Communications: These channels are in direct contact with the customers when it experiences the services in form of servicescapes, service encounters, Customer Service centers and company’s frontend employees.Mc Donalds Extracurricular Crew activities, Free employee meals in the restaurant, MahaBucks Performance-linked pay, Graduate Career Advancement Programme, In House Training Courses Employee of the Month Newspapers, Magazines Television, Radio, Movies Hoardings, Pamphlets, Banners Emails Websites, Banner Ads, M-Commerce Movies Coupons Combo Meals, Corporate Rebates Nickeldon Toys HCL Laptops Every Month press releases, News Yes Children's Day , Birth Days Bollywood Actors Subway Extracurricular Crew activities I N T E R N A L Horizontal Company Policies Ver ticalIn Housing Training, Performance-linked pay Employee of the Month Newspapers, Magazines Television, Radio Hoardings, Pamphlets, Banners, vehicle advertising on Cabs Emails Websites, Banner Ads, M-Commerce Movies Coupons Goodies , Corporate Rebates No No Internal Branding Branding Through Employees Print Broadcast S E R V I C E M A R K E T I N G Advertising Outdoor Direct Mail Internet & Mobile Discount Coupons Rebate E X T E R N A L Sales Promotion Gifts(Toys) Co – Promotional Activities Press Release News Yes World Health Day Sports Persons 17 Public RelationsSponsorship Shows, Exhibitions & Special Events Media Coverage Mc Donald’s and Subway 1. McDonald’s retail outlets to encourage young voters for the Lok Sabha elections. 2. McDonald’s ties up with Symbiosis Institute Facebook , Twitter C O M M U N I C A T I O N M I X CSR Activity Fit to Hunger Social Media Facebook , Twitter, YouTube Confirmation Calls for Home Delivery Personalisation and Cust omization of Sub. NO Countrywise Website NO Customer Service Personal Selling Sales Executive Tele- Marketing Confirmation Calls for Home Delivery Probing and giving alternatives for better Deals.NO Countrywise Website NO I N T E R A C T I V E Instruction Material Website Brochures Catalog Signage Interriors Servicescapes Mascot Stationary Employee Uniform Remote Encounters Name Boards Kids Zone, Interior Menu Board Ronald Donald Mc Donalds on tissue Paper ,Tray Paper and Sauce Sashes Dress Code Online orders Placing orders on phone At Franchises Name Boards Normal Interiors NO SubWay on Tissue Paper & Tray Paper Dress Code Online orders Placing orders on phone At Franchises Service Encounters Phone Encounters Face to Face 18 Mc Donald’s and Subway Role of the Various Communication MixFigure 5: Role Of Communication Mix 19 Mc Donald’s and Subway Figure 6: McDonald – Go Global Act Local 20 Mc Donald’s and Subway SERVICE BLUEPRINTING Figure 7: Mc Donald's B lueprint 21 Mc Donald’s and Subway 22 Figure 8: Subway-Blueprint Mc Donald’s and Subway SERVICESCAPE It is a well known fact that the environment in which a service is executed is important. They physical environment or the Servicescape provides cues about the quality and character of the service quality and character of the service, cues that consumers look for both before and after buying and that affect their experience of it.Typology of McDonalds and Subway based on variation in form and Use of the Servicescape: Servicescape Usage Complexity of the Servicescape Elaborate McDonalds Subway Interpersonal Service-Both customer and employee MCDONALDS McDonalds recognizes culturally defined expectations in allowing its franchisees around the world tremendous freedom in designing their Servicescape. McDonald’s strategy is to have restaurants worldwide reflect the culture and community in which they are found. Elements of Physical EvidenceFacility Exterior: Exterior Design: McDonalds design exhibits a sense of â€Å"Forever Young† look with bright red and yellow colours appealing to the children and establishing its family restaurant positioning. The building provides a practical, contemporary design that aligns with the McDonald's brand essence while accommodating the latest operational and consumer experience standards. Their mascot Ronald Mcdonald is also present outside each of their restaurants. McDonalds 23 Mc Donald’s and Subway always have all glass restaurants.McDonalds has always clearly identified and managed the various clues that customers use to form the impressions and feeling about their company. In addition to this, McDonalds has separate take away counters in order to save time of their patrons. Signage: All of McDonalds external signage reads as, â€Å"McDonalds-Family restaurant. Also keeping in mind with the local language, all McDonalds restaurant have their name boards in Hindi. McDonalds strongly believes in adhering to the local sentiments and hence none of the outlets in India sell Beef products and every restaurant has this mentioned.Also McDonalds, strongly believes in glass branding for any new products or services they offer. Most of the communication is designed to cater to local tastes and preferences. Parking/Landscape/Surrounding Environment: All McDonald outlets are located are accessible and present everywhere thus capitalizing on brand recognition. Most of the McDonalds have their own restaurants and hence the seating space available is exclusive to McDonald’s patrons. Also McDonalds offers proper parking facilities for its highway restaurants. Facility InteriorAll McDonalds outlet are standardized in terms of layout and have proper in-store branding. The 24 Mc Donald’s and Subway â€Å"Young and Cheerful† design concept is a progressive, youthful, and energetic environment with open views for social interaction. All McDonald outlets are huge with p roper aisles and passages with appropriate signage for seating arena, lavatories, wet floor and food counters. McDonalds has a Made for You food preparation platform. MFY is a unique concept (cooking method) where the food is prepared as the customer places its order.This cooking method has helped McDonald’s further strengthen its food safety, hygiene and quality standards. McDonalds also has illuminated Menu boards that offer a mix of both vegetarian and non vegetarian burgers along with other savories and drinks. McDonalds also has proper queues for placing order and often there is a executive who assists you in order placing. Also McDonalds gives toys for children thus making them wanting to come back. The other visible cues are color, lighting, in-store music, employee uniforms and trays with literary.McDonalds has ample in store lighting and directly in? uences an individual’s perception of the de? nition and quality of the space, in? uencing his or her awareness of physical, emotional, psychological, and spiritual aspects of the space. The bright McDonald stores ensure prompt handling and evaluation of products. In all McDonald stores the lighting is perceived as more pleasant than other fast food environments. The color scheme that McDonalds uses exhumes cheerfulness and warmth. Red depicts vibrance, cheerfulness while yellow depicts friendliness and brightness.At McDonalds, music is a positive auditory cue stimulating specific consumer behaviour and emotions. Music appears to influence buyer-seller interaction. There is audio played about the latest offers and products. Also a balance and constant sound creates a pleasant sound environment. All employees at McDonald are provided with uniforms and name badges along with caps with McDonald signature â€Å"M† arch. Employees are also trained with appropriate soft skills to address customers. Every employee or front line executive greets the customer and exchanges pleasantries 25Mc Don ald’s and Subway which makes them happy. McDonalds also has the policy of serving within one minute or they give free redeemable coupons on the next visit. SUBWAY Elements of Physical Evidence Facility Exterior: Subway sandwich restaurants are often simple eat outs using minimal architecture and traditional branding with yellow and white shades. The facility exterior often gives a look of freshness and is located amidst other eateries in food courts of malls or recreation centres. Signage: The signage at every Subway store is uniform as per international standards.The store size is generally small and hence there is no room for enough glass branding. Unlike McDonalds, Subway doesn’t have extensive branding on door panels and windows. Facility Interior: The size of any Subway outlet is small in relation to McDonalds, Also, since Subway outlets are located in multiple eatery zones they do not have an exclusive seating arena for its patrons. However the exclusive Subway s tores has minimal seating arena. The in-store lighting is sufficient however not exclusively bright as seen with McDonalds.The color scheme used in all subways is Green depicting a sense of Freshness. Most of the subway outlets have the aroma of freshly baked cookies that draws one towards it. The employees have a proper uniform and our courteous. Also the person who takes your order is the same one who prepares your Sub thus allowing more time for interaction. Since every Sub is customized as per the customer it takes time. 26 Mc Donald’s and Subway However all the ingredients used are fresh and thus adhere to Subway-Eat Fresh strategy. Roles of ServicescapePackage McDonalds Strong visual metaphors, right from its outlets to the employees to the trays to ketchup cups Well designed outlets with appropriate with signs, appropriate ventilation and proper seating arena The goal of being the customers â€Å"third place† is achieved with comfortable chairs, children play ar ena for customers to interact Red and Yellow colour scheme along with McDonald branding to differentiate from others. Subway Visual metaphors in the form of wrapping paper, beverage cups. Small outlets or kiosk with minimal signs and few seats. More of a restaurant to have a quick bite. FacilitatorSocializer Differentiator Regular branding 27 Mc Donald’s and Subway SERVICE QUALITY GAP MODEL AND QUALITY DIMENSIONS Figure 9: Service Gap Model The five gaps that organizations should measure, manage and minimize: Gap 1 (listening gap) is the distance between what customers expect and what managers think they expect – Clearly survey research is a key way to narrow this gap. Gap 2 (standard and specification gap) is between management perception and the actual specification of the customer experience – Managers need to make sure the organization is defining the level of service they believe is needed. 8 Mc Donald’s and Subway Gap 3 (performance gap) is from the experience specification to the delivery of the experience Managers need to audit the customer experience that their organization currently delivers in order to make sure it lives up to the specification Gap 4 (communication gap) is the gap between the delivery of the customer experience and what is communicated to customers – All too often organizations exaggerate what will be provided to customers, or discuss the best case rather than the likely case, raising customer expectations and harming customer perceptions.Finally, Gap 5 is the gap between a customer's perception of the experience and the customer's expectation of the service – Customers' expectations have been shaped by word of mouth, their personal needs and their own past experiences. Routine transactional surveys after delivering the customer experience are important for an organization to measure customer perceptions of service Service Quality dimensions ? ? ? ? ? ? ? ? Tangibles: Physical evidence of se rvice Reliability: Consistency of performance and dependability Responsiveness: Willingness/readiness of employees to provide service in timely manner Credibility: Trustworthiness, believability, honesty Security: Freedom from danger, risk, doubt Guarantee , Certification Competence: Possession of required skills to perform service Access: Approachability and ease of contact Courtesy: Politeness, respect, consideration, friendliness E Empathy Assurance Figure 10: Characteristics and Evaluation Outcomes 29 Mc Donald’s and Subway Figure 11: Strategies to influence expectations SUBWAYLocation: City Centre Mall, Banjara hills, Hyderabad Mode of service delivery: mainly â€Å"Self Service Model† Number of visit: 3 (to check reliability) In our visit to SUBWAY there we had initial perception about the subway of â€Å"low calorie fast food alternative which is quick and fresh†. Reason for this perception was firstly their tagline â€Å"EAT FRESH† and their comme rcials starring Jared who had lost something like 150 pounds by eating an all-Subwaysandwich diet. Finally we also had in mind that there will be offer of day â€Å"SUB OF THE DAY† with this perception when we visited to SUBWAY there was no disappointment at all.From their nutrition charts we could make out that we can have good low calorie food. This was tangible cue on the counter making us aware that they provide what they convey. But best was, they were also having option of normal full of calorie diets for those who like it that way so in our group no one has to compromise. One of the service facilitator for us their separate VEG and NON VEG counter and their separate preparation counter. *Experience till this place actually reduce the â€Å"communication gap† as we were getting all we expected and it was in level of tolerance service zone so it was a good service.Dimension for service in terms of 30 Mc Donald’s and Subway tangible quality was good as emplo yees were properly dressed, hygienic and clean area, good seating arrangement but in combination with other restaurant and finally good ambience with music. After looking at this entire scenario there was â€Å"assurance† that food delivered will be good and in accordance with expectation. We were quit assured with the quality because of the brand image they have in the market. Finally they replace the food if something goes wrong this also increase assurance from their side which is generally unsaid case for all the restaurants.Now further we went to place our order, here we were having ample of â€Å"tangible cue† (physical evidence) which helped us in making the decision, what to order? Further all information about the sub of the day was provided and people were assisting if extra information was required. Finally after billing we went to counter which were situated adjacent to each other to place order. We got customized subs and employees we continuously asking t he way we want from which loaf to what and how much inside that loaf in the same charge. That was a good experience.Finally we had our food and as soon we were finished person came and immediately cleaned the table. *Experience Regarding the tangible cues, were quiet evident as person making sub was wearing gloves and hair cap. Fresh plates were served. All products of papers and plastic were recyclable. Quality of food was good as they were fresh and prepared in front of eyes in accordance to our taste. This actually reduce â€Å"performance gap† as they were pretty good in the employee end. Service delivery was also in time there was no â€Å"standard and specification gap†. Listening gap† was not there as they actually served the food in the way we asked them to prepare and there was no mistake in any of our food. Even each person (employee) was well versed in Hindi, local language and English. â€Å"Empathy† wasn’t that great as they were polite but were in rush as customer were waiting because there were only two person preparing the sub so they have to rush. They were quiet â€Å"responsive† to what were ordering and even when we ask to clean table again it was done immediately. Quiet â€Å"reliable† service as they delivered all aspects equally to all of us and in our every visit.They also asked us to fill the feedback form that was good and person requested to do it. Service gap- Due to lack of loose small denomination money we were not refunded Rs. 10 change even after 45 min when we were going back. They assured that they will do it when we are returning but still it didn’t happen. They don’t provide the timeline in which you will get your order so if there is rush you 31 Mc Donald’s and Subway have to wait long. Even if we have to wait there is no magazine or television which make time cross by ease. Finally common sitting arrangement which make their customer dependent on rush in other restaurant.This can be reflected in low standard GAP and finally to performance gap in case of return of change. This will affect customer faith to their assurance level. Finally there was no operational cues format so disorder of cues was bound to happen. Mc DONALD Location: City Centre Mall (1st floor, Banjara hills, Hyderabad) Mode of service delivery: mainly â€Å"Self Service Model† Number of visit: 3 (to check reliability) In our visit to Mc DONALDS there we had initial perception about the mc Donalds of â€Å"tasty food with fun† and basically reasonable family and friends restaurant.Reason for this perception was firstly their tagline â€Å"I m lovin it† and their adds on different places with packaging and also else were. Finally we also had in mind that it will be not costly at all. When we reach there it was different then subway in many respect firstly, multiple delivery counter and no separate counter for VEG and NON veg. separate sitting spac e and even different private meeting hall. Nice ambience, good music and clean place to enjoy food. There were multiple counters each taking order then and there and no customization. Here look at menu and order whatever you like from the menu.Lot of tangible cues which help in deciding meal and there were lot of complementary priced meals options. It is for the entire segment who seeks value for money apart from quality. *Experience till this place actually reduce the â€Å"communication gap† as we were getting all we expected and it was in level of tolerance service zone so it was a good service. Dimension for service in terms of tangible quality was good as employees were properly dressed, hygienic and clean area, good seating arrangement. After looking at this entire scenario there was â€Å"assurance† that food delivered will be good and in accordance with expectation.We were quit assured with the quality because of the brand image they have in the market. Finally they replace the food if something goes wrong this also increase assurance from their side which is generally unsaid case for all the restaurants. Now further we went to place our order, here we were having ample of â€Å"tangible cue† (physical evidence) which helped us in making the decision, what to order? Further all information about the meals which we generally happy meals were provided and people were assisting if extra information 32Mc Donald’s and Subway was required. Operational line management were there apart from lot of counters and for entertainment they have television ads running around so even peak hours and even waiting was easy. Apart from this they say delivery in 5 min else free which they stick too. That was a good experience. Finally we had our food and as soon we were finished person came and immediately cleaned the table. *Experience Regarding the tangible cues, were quiet evident as person serving at back were wearing gloves and hair cap. Fre sh plates were served.All products of papers and plastic were recyclable. Quality of food was good as they were fresh and prepared in front of eyes at the backend. This actually reduce â€Å"performance gap† as they were pretty good in the employee end. Service delivery was also in time there was no â€Å"standard and specification gap†. â€Å"Listening gap† was not there as they actually served the food in the way we asked and they used to recheck the order before placing them apart this was mechanized function so error was less. Even each person (employee) was well versed in Hindi, local language and English. Empathy† was good as they were polite even while waiting because there were many counters to serve and no customization so efficiency can be maintained even with the speed. They were quiet â€Å"responsive† to what were ordering and even when we ask to clean table again it was done immediately. Quiet â€Å"reliable† service as they del ivered all aspects equally to all of us and in our every visit. Service gap. Yes one of our friends got free coke for not getting food ordered in 5 min this was a performance GAP and free providing increases assurance quality of the Brand.They have good level of responsiveness as they were delivering in time and response to complain was also very quick. 33 Mc Donald’s and Subway Rating on Basis of high low and medium Service quality dimensions (high is good Assurance and low is bad) Tangibility Empathy Responsiveness Reliability Service gap (low is good and high is Listening bad) Communication Performance Standard SUBWAY medium medium high high medium low low medium low Mc DONALDS medium high medium high high low low low low 34 Mc Donald’s and Subway PRICING STRATEGY Pricing is the process of determining what a company will obtain in exchange for its products.Pricing factors include: Manufacturing cost Market place Competition Market condition Quality of product. It is a fundamental aspect of financial modeling and is one of the four Ps of the marketing mix. The other three aspects are product, promotion, and place. Price is the only revenue generating element amongst the four Ps, the rest are cost centers. When deciding on pricing objectives the organization or company must consider: ? The overall marketing, financial and strategic objectives of the company ? The objectives of the product or brand ? Consumer price elasticity and price points ? The resources available with the organization.A well thought out price for a product or service should fulfill three things: ? Achieve the financial goals of the company ? Fit the realities of the marketplace ? Support a product's positioning and be consistent with the other variables in the marketing mix. Pricing strategies are of various types mainly:? Competition – based pricing ? Cost-plus pricing ? Price skimming ? Penetration pricing ? Limit pricing ? Premium pricing ? Target pricing 35 Mc Don ald’s and Subway ? High – low pricing ? Value based pricing MC DONALDS Value Pricing McDonald’s has a unique pricing strategy that falls exclusively on their many product lines.Their Value Meals fall into the category of value pricing. McDonalds has certain value pricing and bundling strategies such as happy meal, combo meal, family meal etc to increase overall sales volumes. For example, you can order a Mc Veggie Value meal that comes with a Mc Veggie burger, medium drink and fries for around Rs99 where the customer can save Rs 39 if he/she bought the food items separately. You can Super Size this meal to get a large drink and large fries for a little more money or you can go with another value meal that might include different items for ifferent price. Figure 12: McDonald's Pricing Also in its promotions, M c D o n a l d ’ s c a m e u p w i t h a v e r y c a t c h y p u n c h l i n e â€Å" A a p k e z a m a n e m e i n , b a a p k e zamane ke daamâ₠¬ . This was to attract the middle and lower class consumers and the effect can clearly be seen in the consumer base McDonalds has now. 36 Mc Donald’s and Subway Promotional Pricing To promote its breakfast menu Mc Donald’s has come up with a new scheme of giving Rs 20 off on its Great Breakfast meal.This kind of promotional pricing is adopted to target new customers, to increase its base of customers and to give a variety in its offerings to its existing customers to help increase volume. SUBWAY Value Pricing Subway tries to create value products by service in terms of quality, ambience, variety, and convenience. By introducing the concept of sub of the day the company tries to satisfy the needs of its present customers by creating a sense of curiosity amongst in the sense they would want to know what sandwich is the sub of the day. 37 Mc Donald’s and SubwayFigure 13: SubWay Pricing Bundling Strategies Subway offers combo offers of a sandwich, potato chips/coo kie and a drink at only Rs. 45 extra for a medium size meal and Rs. 50 for a large size meal. Promotional Pricing To increase its current consumers base and also to attract new customers, Subway has come up with new campaign where with any 6 inch sub and a medium beverage the company is offering another 6 inch sub for free. In September 2011, Subway has introduced a buy one get one free offer on Mondays. This is valid on all its sandwich offerings. 38 Mc Donald’s and Subway 39Mc Donald’s and Subway 40 Mc Donald’s and Subway Figure 14 : SubWay & Mc Donald ‘s Pricing Strategies 41 Mc Donald’s and Subway Critical Analysis MCDONALDS With respect to the services provided by Mc Donalds, the following management issues were observed: 1. McDonalds wishes to rework on its restaurant interiors and match up to those of its self owned restaurants, However the problem that they have encountered is that franchisee owners are unwilling to invest in interior design . 2. McDonald’s has introduced MFY (Made for You) whereby the burgers are made after the order is placed.However, the franchises are required to upgrade their equipment in order to follow this. The franchisees are not willing to incur such expenditure which poses a problem to McDonald’s. 3. We normally observe the customary trend of people queuing outside McDonalds especially during the weekends. This is due to the limited capacity space in the restaurants. This has been a persistent management problem for Mc Donalds. Even though the management at McDonalds has been trying to search for a solution for the same, it fears doing so