Facebook trouble with User Privacy Free-Samples for Students

Question: Talk about the Facebook issue with User Privacy. Answer: Presentation: Protection in web suggests the security of individual distributed information from being altered or abused by utilizing a few innovation guided by laws and guidelines. There are a few sites that requires clients subtleties to permit them access into the site pages. It is of most extreme significance to keep up the personality and data of any of the clients by those site. Facebook has been one such site which has been as of late confronting issues with their clients protection. Facebook was established and propelled by Mark Zuckerberg with 4 of his companion in 2009 (Franken 2011). At present it is the most broadly utilized mingling site over the world. The difficulty that this site has been confronting has been talked about. Official Summary: During the year 2010 it has been featured that the choice default to open is the most perilous one whereby lawbreakers and digital programmers can get hold of numerous helpful data about a specific individual and even about any organization (Thompson 2012). Detailed proof expresses that an old woman was looted of scarcely any few thousand dollars in lieu of bogus data. There are some website pages which on normal premise, naturally post pictures and compositions on the dividers of those clients who loved them. What's more, when any individual erases or de-initiates their records in Facebook, the information stays with the position that can give it to an outsider merchant and publicist. A report distributed on a regarded day by day expressed that Facebook has declared of sharing its clients telephone numbers and address to an outsider engineer. On the off chance that any programmer needs, at that point they can even gain admittance to the clients email, date of birth and guess of the people pay. Little youngsters are increasingly open to the changing strategy of Facebook (Fox-Brewster 2016). In addition, the way that this site helps its clients in finding their companions dependent on certain inquiry standards like area, schools; work environment, etc itself proposes that it has been caught up with altering its clients protection. As of late it is even not permitting individuals to utilize pet names or phony names in making profile and consequently regardless of whether one needs they can't conceal their character. On other hand, without earlier data the site regularly changes its viewpoint and security framework. Already if any individual needs they could have kept themselves avoided open internet searcher however at present Facebook have evacuated that alternative and now anybody can look through any individual by simply composing their names. President Mark Zuckerberg has guaranteed its clients to give wellbeing and security thought at this point total is ina ccessible till now. Consequently, individuals ought to must be cautious in sharing any photos, remarks or posts in FB so as to secure their own protection. They ought to likewise not alter into the protection of different clients under moral grounds which Facebook may have not had the option to give. References Fox-Brewster, T. (2016).Forbes Welcome. [online] Forbes.com. Accessible at: https://www.forbes.com/destinations/thomasbrewster/2016/06/29/facebook-area following companion games/#34b70f9f35f9 [Accessed 8 May 2017]. Franken, A. (2011).Facebook Privacy Issues. [online] Huffingtonpost.com. Accessible at: https://www.huffingtonpost.com/news/facebook-protection issues/[Accessed 8 May 2017]. Thompson, D. (2012).Facebook's 10 Most Serious Threats, According to Facebook. [online] The Atlantic. Accessible at: https://www.theatlantic.com/business/document/2012/02/facebooks-10-most-genuine dangers as indicated by facebook/252398/[Accessed 8 May 2017].

Positive And Negative Effect Of Globalization On China

Positive And Negative Effect Of Globalization On China Presentation: todays world is a universe of globalization. Each district in this world is legitimately and in a roundabout way affected by globalization. The world globalization implies open from the diverse piece of world associated together. There is a progression of cash and information between them. They can go past their land limit. The merchandise and administration which create by one nation can be devoured in everywhere throughout the world. This fact has been called globalization. It is a framework which connected different countries to advance worldwide economy. Globalization convey possibility and benefit with it, however it relies upon the country how they are taking it. The upsides of globalization have been taken by much nation like china. They acknowledge household technique which license their regular citizen to get advance worldwide market which helps in expanding their gross domestic product. As there are two face of coin, globalization jars additionally impacts in two different ways. Either its positive or negative. There is sure and negative impact of globalization in china. Which we will specify underneath. Ambekar,Y.(2010) Impacts of globalization in china we are going to see the impact of globalization in china. First we need to think about the state of china. China is a biggest nation in term of populace which is about 1.3 billion. There are the accessibility of modest work and less assembling cost in china. That draws in number of outside venture. Because of this outside speculation china has decline its destitution . china is running by the communual government . albeit driven by socialist china assumes a significant job in following werstern approach as their procedure to build up their monetary development by turning into an effective player of globalization. In 17 september 2001 china joined the world exchange association in the wake of following multi year for the status. www.bizcovering.com(2010) Globalization has had numerous possitve effect of china. They are as per the following:- 1. Financial development according to the measurements if 2003 china made almost 1413us billion dollar which stand it in 6th posotion.during 1965 to 1979 the gross domestic product of china developed with 6.4% yet in the wake of going into a worldwide market china made its gross domestic product about 10% in 1980 to 1990. In 2005 its expressed that the mechanical creation in jawline is expanded by 15% while customer request is expanded by 10%. 2.economic improvement according to the record appeared by human advancement china positioned 94th and as indicated by the chinas current situation just the 16.6% of popultion is in destitution. Which is expiring keeping diminishing in most recent 23 years. 3.increase in investment funds:- us dollar 560 billion was the sparing store of the regular folks in china in 1997 which is around multiple times more than that in 1978. Which is 32% increments in this specific hole of year. Aside from this money sparing, stocks and debentures and the monetary resource in additionally increments by us dollar 725 billion. 4.improve in the travel industry, fare and import :- in 2003 when china takes the participation of wto this made china an increasingly appealing nation. Individuals from everywhere throughout the world stay with china. Numerous large entrpreneur come here to put resources into china. In 2003 fare in increments around 32.3%and import is 40.5%. furthermore, the travel industry likewise increments by9.7%. 5. improve in life styele and expanding work opportunity:- the best impact of globalization for the developong nation like china is improving in the way of life . the expectation for everyday comforts of all network in that nation will drasticaaly inmroved. The business oppurtunity for open in creating nation is additionally increments by the impact of globalization. In spite of possitve impact of there globalization there is some nagative impact as well. They are as per the following:- 1.as there are possitve effct of globalization there is negative impact as well. Create nation out source thier business to creating country.because of the low assembling cost and modest work accessible. So the people in created nation misfortune thier work because of this out sourcing 2.convictor and kid are working in manucturing units because of modest expense. This focuses on the abuse of the work. Wellbeing security and hygine has been fail to created modest great. 3. because of this globalization there is an uncertainty in employments. presently the employments are not perpetual. There is a competion in works ehich results to the reduction in compensation because of the dread of employment losing individuals begin working in low wages. 4.where there is a poor check in contamination. By setting up a plant or an idustry there is an expansion in the contamination in that specific territory which impacts nature. What's more, in todays scenerio plants and industry are assuming a significant job in a dangerous atmospheric devation. 5. there is an extraordinary possibility of coming down with hazardeous ailments like hiv/pig influenza due to the rapic increment in the going of foriegn vacationer. Individuals experiencing their local nation carry this kind of maladies to the nation where they visit. 6there will bre expanding in the human trafkling. because of this globalization thousand man move starting with one nation then onto the next nation which increments in conjuctin in human rush hour gridlock. 7. because of the impact of globalization little scope industry or medium measured industry has been taken by the enormous mnc or huge scope businesses. There is a less extent of cabin and little scope industry in the realm of globalization. 8.multinational organizations which are beforehand not permitted to intervent in legislative issues presently jab their nose in political jaudgement. 9.as there are quick increment in quick moving shopper great organizations like mcdonalds and kfc. Because of this individuals expend loads of low quality nourishment which adverly impact in thier wellbeing. Pillai,p.(2010) this all are the positive and nagative impact of globalalization which impacts on china.gloabalization is a divert which helps in restricting the hole betwwen the country yet additionally we can not disregard the nagative impact of it. End The job of gloablization in todays world is immense. China a world biggest economy which went into a wto participation hardly any year back get benifited by it. As each coin has two face there are additionally some nagative impacts of globalization which we cannot overlook it. In todays world gloalization is vital for thriving and improvement of country. Refences Ambekar,Y.(2010)[online] Accessible on url http://www.buzzle.com/articles/8-17-2004-57988.asp [accessed on 5april 2010] www.bizcovering.com(2010) [online] accessible on url http://bizcovering.com/business-and-society/globalization-and-its-sway on-china/ [accessed on 5 april 2010] Pillai,p.(2010)[online] Accessible on url http://www.buzzle.com/articles/negative-impacts of-globalization.html [accessed on 31 walk 2010] Proposal proclamation The negative impact of globalization is more as contrast and its beneficial outcomes. I going to clarify the negative impact of globalization. Because of globalization the accompanying point has been emerges in china. They are as per the following/:- Because of globalization there is an expansion in the rush hour gridlock of the individuals. Because of globalization numerous little scope and huge scope businesses has been taken by huge mnc. Globalization makes mnc to meddle in policy centered issue of the nation. In china where there is a modest accessibility of work and to create modest there is no severe activity in working of kid and a criminal in a specific industry. In this day and age where there is an issue of a dangerous atmospheric devation by build up increasingly more plant it make condition contamination. Much fmcg organization like mc d and kfc which began their item in china they sell lousy nourishment individuals are going to habituated with that which impacts their wellbeing. There is a frailty of a vocation because of this globalization rivalry is expanding people groups are consent to work in low wages likewise which make weakness for the individuals. Because of globalization individual Cumming from various piece of the world convey various kinds of ailments like HIV or as of late we seen pig influenza which impacts bunches of individuals in other nation. There is an open possibility for fear mongering by this they get opportunity to get the data about a specific nation. they can utilize net for correspondence. Pillai,P.(2010) References Pillai,P.(2010)[online] Accessible on url http://www.buzzle.com/articles/negative-impacts of-globalization.html [accessed on 6 april 2010] Report composing Title: pick an organization that has as of late began showcasing technique in china. Framework thier showcasing procedure and examine the difficult they have experienced. Your report incorporates proposal for conquering these troubles. Official synopsis: china one of the greatest economy in term of populace. Burger lord one on the mainstream cheap food organization as of late began its business in china. It is as of now 20 years late than its rival McDonald and kfc.Burger lord have receive diverse arrangement to catch showcase in china. There numerous issue which they have face as of late and there are some proposal given by us to conquer this issue which we will see in underneath issue. Presentation: burger lord one of the celebrated quick moving buyer merchandise organization on the planet. in joined state it is the second biggest evolved way of life eatery after McDonalds. This organization has been begun by James McLamore and David Edgerton in year 1954. Concurring figure in thier landing page there are 11,200 eatery of burger ruler is working in 56 nations in everywhere throughout the world. They have as of late began their administration in china. www.fundinguniverse.com (2010) System: the information which is taken in thise report is gathered by the articles and diaries. Subsequent to perusing the technique what they have followed in growing in thier business in china has been clarified here. Quite a bit of this has been spread in writing survey. The methodolgy is exploratory as opposed to explainatory. Mainbody: burger ruler has as of late began its business in china.the methodology they have follow are: Buger family have been sedreatly begun its little eatery in shanghai to chek the tas

The Difference Between Aspergers and Social Anxiety

The Difference Between Aspergers and Social Anxiety Social Anxiety Disorder Related Conditions Print Are Aspergers Disorder and Social Anxiety Disorder the Same? While Often Confused, Aspergers and Social Anxiety are Different By Arlin Cuncic Arlin Cuncic, MA, is the author of Therapy in Focus: What to Expect from CBT for Social Anxiety Disorder and 7 Weeks to Reduce Anxiety. Learn about our editorial policy Arlin Cuncic Medically reviewed by Medically reviewed by Steven Gans, MD on August 05, 2016 Steven Gans, MD is board-certified in psychiatry and is an active supervisor, teacher, and mentor at Massachusetts General Hospital. Learn about our Medical Review Board Steven Gans, MD Updated on August 22, 2019 Social Anxiety Disorder Overview Symptoms & Diagnosis Causes Treatment Living With In Children Universal Images Group / Getty Images Aspergers disorder, also known as Aspergers syndrome, is a pervasive developmental disorder that belongs to the class of autism spectrum disorders  and involves impairment in certain basic aspects of communication and relationships.?? Although people with both Aspergers and social anxiety disorder (SAD) experience difficulty in social situations, they are completely different disorders; the diagnostic criteria and symptoms of the disorders are very different. Aspergers is usually diagnosed in childhood. If your child has been diagnosed with this disorder, he or she might: experience significant impairment in social interaction, such as problems with eye contact, facial expressions, and body postures.have trouble developing friendships, sharing interests and understanding the social and emotional perspectives of others.engage in restricted and repetitive patterns of behavior, such as becoming excessively preoccupied with interests, routines and rituals, the parts of objects or repetitive motor mannerisms such as hand twisting. How Do SAD and Aspergers Differ? If you have SAD, anxiety is the driving force behind the difficulties that you experience in social and performance situations.?? Your ability to function is limited by your anxiety in those situations. A diagnosis of Aspergers, on the other hand, does not require the presence of anxiety. Behavior in social situations is instead impaired because of trouble reading and understanding social and emotional cues.?? People with Aspergers might appear tactless and rude  be unable to take hints or understand humorstand too close  talk too loud  have trouble understanding the meaning of gestures, tone of voice and facial expressions These characteristics are opposite of those displayed by the socially anxious; if you have SAD your fear of embarrassment or humiliation most likely manifests in standing too fartalking too softlyor being overly sensitive to the body language of others Those with SAD are capable of forming relationships but are impaired by anxiety; on the other hand, people with Aspergers have difficulty with the nuts and bolts of communication that make relationships possible. Research on Brain Function in Aspergers and SAD Neuroimaging research may shed some light on how the brains of people with SAD and Aspergers differ. Studies of brain function show that for most people, the amygdalaâ€"the emotion center of the brainâ€"is activated when understanding facial expressions.?? On the other hand, for those with Aspergers, the prefrontal cortexâ€"the center for judgment and planningâ€"becomes active when processing facial images. This means that people with Aspergers try to logically figure out the meaning of a facial expression rather than experiencing an automatic emotional reaction. Studies have also shown heightened sensitivity of the amygdala in those with SAD; this makes it even more clear that the two disorders are very different. Treatment for Aspergers and SAD Although there are no firm data, comorbid anxiety disorders are common among children with Aspergers. This means that  it is possible for a child to have both Aspergers and SAD.?? Whether or not a child has one disorder or both, social skills training is one form of treatment that may offer promise for both SAD and Aspergers. Although the cause of social impairment in Aspergers and SAD differs, many of the same symptoms are present in both disorders. If you have Aspergers or SAD, you likely have a host of social skills deficits, such as problems with eye contactbody postures  speech qualities, such as tone, volume, and rate In addition, you probably have trouble building and maintaining friendships. Social skills training has been shown effective in treating social anxiety symptoms and may also offer promise for those with Aspergers in terms of developing basic skills for interacting socially.?? A Word From Verywell Whether you have a child who is showing signs of anxiety or trouble with social situations, or you yourself are struggling, it is important to consult a doctor to learn the meaning of your particular array of symptoms. As described in this article, SAD and Aspergers are separate problems that show some overlap but need to be treated differently. Once youve identified your specific issues, treatment can be devised to help you overcome your difficulties in social situations.

The Shift from Fordism to Post-Fordism and Possible Future...

The Shift from Fordism to Post-Fordism and Possible Future Routes for Capitalist Organization Capitalism continues to be a revolutionary form of social organization. Modes of production, the ordering of daily activities, and the material practices and processes of social reproduction have undergone numerous changes since capitalism’s inception. Mapping a history of capitalism’s different stages and forms – both social and institutional – would be an arduous task, complicated by the fact that in each of capitalism’s stages, features and characteristics of past and future stages abound. Nevertheless, the current form of capitalism marks a unique departure from previous stages. Euphemisms and catchphrases concerning late 20th†¦show more content†¦In this sense, a regime of accumulation refers to the stabilization over a long period of the allocation of the net product between consumption and accumulation; it implies some correspondence between the transformation of both the conditions of production and the conditions of reproductiv e wage earners. This must entail the formation of a knowable and predictable configuration of norms, habits, laws, regulating networks and so on that ensure the unity of the process, i.e. the appropriate consistency of individual behaviors with the schema of reproduction. This task of regulating and ensuring the sustainability of the regime of accumulation is the mode of social and political regulation. The regime of accumulation under Fordism relied on the link between mass production and mass consumption. In order to fuel the cycle of economic activity, wages had to be sufficiently high to support mass consumption. This mass consumption drove demand and productive activity for firms, which were afforded profits used to reinvest in productive ventures. This virtuous cycle of cumulative economic activity was thought to perpetuate itself indefinitely once full employment was realized. The purpose of the state under Fordism was to stabilize the free market’s inherent crisis tendencies. The obligations of the state in this form of capitalist organization wereShow MoreRelatedOrganisational Theory230255 Words   |  922 Pages. Organization Theory Challenges and Perspectives John McAuley, Joanne Duberley and Phil Johnson . This book is, to my knowledge, the most comprehensive and reliable guide to organisational theory currently available. What is needed is a text that will give a good idea of the breadth and complexity of this important subject, and this is precisely what McAuley, Duberley and Johnson have provided. They have done some sterling service in bringing together the very diverse strands of workRead MoreOne Significant Change That Has Occurred in the World Between 1900 and 2005. Explain the Impact This Change Has Made on Our Lives and Why It Is an Important Change.163893 Words   |  656 PagesGerda Lerner, Fireweed: A Political Autobiography Allida M. Black, ed., Modern American Queer History Eric Sandweiss, St. Louis: The Evolution of an American Urban Landscape Sam Wineburg, Historical Thinking and Other Unnatural Acts: Charting the Future of Teaching the Past Sharon Hartman Strom, Political Woman: Florence Luscomb and the Legacy of Radical Reform Michael Adas, ed., Agricultural and Pastoral Societies in Ancient and Classical History Jack Metzgar, Striking Steel: Solidarity Remembered Read MoreManagement Course: Mba−10 General Management215330 Words   |  862 PagesManagement Course: MBA−10 General Management California College for Health Sciences MBA Program McGraw-Hill/Irwin abc McGraw−Hill Primis ISBN: 0−390−58539−4 Text: Effective Behavior in Organizations, Seventh Edition Cohen Harvard Business Review Finance Articles The Power of Management Capital Feigenbaum−Feigenbaum International Management, Sixth Edition Hodgetts−Luthans−Doh Contemporary Management, Fourth Edition Jones−George Driving Shareholder Value Morin−Jarrell Leadership

Vietjet Aviation Joint Stock Company, Known As Vietjet

Vietjet Aviation Joint Stock Company, known as Vietjet Air, belongs to a biggest private and LCC low-cost carrier in Vietnam. Over the years its operation it has quickly won passengers’ hearts to become the most favourite airline in Vietnam and in the region (Routesonline, 2017). Vietjet was also voted as â€Å"Vietnam’s Most Favourite Airline† by The Vietnam’s Economic Times and the â€Å"Best Asian Low Cost Carrier† at the TTG Travel Awards 2015, and for 5 years of taking off and serving the customers, Vietjet has been honoured with 32 domestic awards and 9 significant international awards (Vietjetair, 2017). In February 2017, Vietjet received full membership from the International Air Transportation Association (IATA), affirming the new-age†¦show more content†¦The agency noted that the delays set off a number of quarrels between customers and low-cost carriers for failing to provide satisfactory explanations or solutions. At other times, the website reported, the carriers didn t make staff available to answer questions. The carriers were accused of being poor problem solvers, as they usually informed passengers of the delays or cancellation at the last possible minute, and repeatedly changed flight times. Many passengers complained to local media about a tendency for local airlines to only inform passengers of cancellations a couple hours before the scheduled departure time or after they have waited a couple hours at the airport. When the carriers sent text messages to passengers about the delays, they did not apologize and failed to provide an explanation or compensation for the inconvenience. Worse still, many passengers at the airport were not provided with food while waiting for their flights to be resumed. Lack of proper punishments seems to be a problem in the country s aviation industry, which has seen sharp increases in the rates of delays and cancellations recently. Service failure Service failure and recovery play important roles in determining service quality and customer satisfaction (Smith Bolton, 1998). It has also been suggested that

45 and 47 Stella Street and Everything that Happened Free Essays

The children’s novel ’45 and 47 Stella Street and everything that happened’ (Honey, 1995) written by Elizabeth Honey is a novel aimed at pre-adolescent girls. However in saying that boys around the same age would also find this book enjoyable. The story Is told from the perspective of Hinni who Is an 11 year old girl. We will write a custom essay sample on 45 and 47 Stella Street and Everything that Happened or any similar topic only for you Order Now It Is about her and her ‘Gang, which includes her best friend Zev, Her sister Danielle and Frank, Zev’s 6- year-old next-door neighbour who resides at 47 Stella Street. The book tells of their efforts to expose the â€Å"Phonies† and their secret life. It Is evident through analysis of he book that there are sly Implications toward enforcing the concepts of mascullnlty and femininity on young readers using the strategies of narrative theory. Narrative theory consists of three key strategies, the point of vlew/focallsatlon, reader positioning and closure. The point of view or focalisation Is always biased. When watching a film or reading a book you are always watching or reading it from someone or something’s perspective. In Stella Street it is Henni who is telling us what is happening, you only see things from her perspective and therefore you tend to ide with her. Reader positioning is very important and very similar to that of point of view and focalisation. Readers or viewers are positioned so that they have a positive response toward some characters and a negative response toward others even though both parties may be both in the wrong on some occasions. The readers of 45 and 47 Stella Street are positioned so that they hope for the Stella Street’s gang to succeed over the Phonies. Closure is how the story concludes, who ends up succeeding in the end and who doesn’t. Once again in 45 and 47 Stella Street it is the Stella Street gang who triumph over the Phonies. It is evident that the men in 45 and 47 Stella Street hold masculine qualities whilst the women hold feminine traits. In terms of power it is the men that hold this control as decision making is all about power and throughout the book it is apparent that the men make majority of the decisions. For example it is ZeVs father that makes the Initial decision to move to New Zealand. When Rob and Donna are having trouble with Briquette escaping from the yard it is Rob who decides that they will do nothing† and when the gang are coming up with ideas on how to tackle a problem it seems as though at the end of the deliberation all members of the gang seek Zev’s agreement or approval. The male figures also seem to come up with the good Ideas or ask relevant questions more so that the female characters. Throughout the book there are a number of characters that come and go that hold a form of power. For Instance the lawyers, Robert Smeeton, Mr J. D Perry, the Ombudsman Robert Cooper and Detective Sergeant Dave Watson are all very powerful In the positions they hold within society. From this you can see that a female represents none of these highly powerful characters. I ne 000K Is Tocallsea tnrougn Hennl, sne explalns to readers wnat t I Is sne Ilkes ana what she doesn’t like. Everything that she sees happening she interprets and it is all told from her perspective. In one particular part of the novel Henni is explaining how Donna has put up with numerous changes with the building, design and cost of the new fence that is to be erected between 45 and 47 Stella Street. Henni makes the statement that, â€Å"Donna never lost her temper. That’s probably how she got the Job he has. She never loses her temper. Rob would have told the Phonies to take a long walk off a short pier. Mum would have gone quiet. She Just buttons up. Dad would have lost his temper, for sure, and called them inconsiderate pea brains. But not Donna. She Just keeps on keeping on. † (Honey, E 1995, pp 38) The way in which the characters mentioned compose themselves is interesting. Traditional gender roles cast men as rational, strong, protective and decisive, whilst on the other hand women are cast as emotional, irrational, weak, nurturing and submissive. Within the tatement that Henni makes it is evident that parts of the traditional gender roles exist. For example the way in which Henni’s mum would have gone quiet illustrates a form of sumbissiveness. In Stella Street there is not a particularly strong sense of patriarchy. However there is some evidence of Patriarchy in some sections of the book for example when they are building the fence between 45 and 47 Stella Street Mr Nic and Zev carry the old posts to Henni’s dad who is on the footpath cutting them up with a chainsaw. Danielle and Frank do the running around and fetching of stuff and there is no ention as to what the others are doing. The males are very affirmative and this is shown by Henni’s dad and the way in which he says â€Å"right† she knows by the way in which he says it that something is going to happen there’s no questioning or buts. The females show their more conservative side especially Donna with the way in which she potters around her gardens before she has to go to work. Elizabeth Honey has used strategies of narrative theory throughout her book 45 and 47 Stella Street. Many young readers would not be aware of the ideologies implied hrough this book. How to cite 45 and 47 Stella Street and Everything that Happened, Papers

Sullivan Ford Case free essay sample

Due to rising fuel prices, industry and in-house forecasts for future sales were discouraging. Trend is shifting towards vehicle service transactions. 0-day Purchasers CSAT Survey Results Auto world achieved better than average ratings 90% of customers said that Auto world informed them of what to do if they needed service Less than 33% of respondents said that they have been introduced to someone in the service department (which is a sales protocol) 90-day Purchasers CSAT Survey Results Overall satisfaction with Auto World Service Department was consistently low placing it in the bottom 25% of all Ford dealers More than 50% of respondents said they would rather use another Ford dealer for future service BA 235 Services Marketing Promptness of writing up orders †¢ Convenience of service hours †¢ Appearance of the service department †¢ Interpersonal variables such as attitude of personnel, politeness, understanding of customer problems and explanation of work performed Problem Statement Should Carol Sullivan-Diaz sell Sullivan Ford Auto World to prevent future losses or try to turn it around? If she chose the latter, what changes improvements should she implement to improve service quality in Auto World? Case Analysis Flower of Service Core Service: Car dealership Supplementary Service: Vehicle servicing Facilitating Elements †¢ Information Along Wilson Avenue, the Sullivan Ford Auto World rotating signage can be easily seen. We will write a custom essay sample on Sullivan Ford Case or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page A vast display of cars and trucks fronts the showroom. It also has banners saying â€Å"Let’s Make A Deal. The service facility is at the back and is not visibly seen along the highway. †¢ Order-taking BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 The front end of the dealership employs salespeople who are tasked to transact with possible customers. The dealership offers brand new and preowned vehicles. Some customers who are initially looking at buying brand new vehicles sometimes realize that they cannot afford one and just settles for refurbished cars. Similarly, there are customers looking at pre-owned cars and are sometimes convinced to buy brand new cars. At the back end, service writers schedule appointments for repairs and maintenance. For repairs, estimates are given to the client after the vehicle is diagnosed by a mechanic. Billing For car sales, it is not specified in the case but this usually differs per customer transaction. For vehicle servicing, customers are usually billed after the service is done. Payment For car sales, it is not specified in the case but this usually differs per customer transaction. It can be paid with outright cash, in-house loan or thru an auto loan from a bank. Sullivan Ford Auto World also allows trading in of the purchaser’s existing vehicle for the new one. For vehicle servicing, customers pay after the service is done. Enhancing Elements †¢ Consultation At the front end, car salespersons are there to assist and answer queries of possible customers that are looking for brand new or pre-owned vehicles. Refurbished vehicles are also of good quality given the expertise of Auto World mechanics and service personnel. Back–end: Service Dep’t BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 The Service Department offers servicing for cars that broke-down and/or need parts replacement (Possession Processing). PLACE TIME Sullivan Ford Auto World has a very good location in a suburban highway intersection, in an area of the city where housing developments are constructed. This location gives Auto world visibility and accessibility to two major markets: the motorists and the residents. Service department is located at the back of the sales area which gives opportunity for salespeople to refer the company’s service area to buyers. Sales operation hours are assumed to take place on normal office hours, same goes with the servicing of the vehicle. It can be inconvenient for customers to follow the window period of checking in vehicles for repair before 8:30AM and pick-up by 6:00PM when service is completed. In addition, the service writing process is not efficient and has lot of bottlenecks and is not convenient for customers. †¢ PRICE No detail on pricing was mentioned in the case but it was implied that Sullivan Ford Auto World has low margins for selling brand new vehicles. Walter Sullivan was even aggressive on giving discounts and deals to attract high volume of buyers. The company’s pricing strategy is to offer lower the price to stimulate demand or attract buyers. On the contrary, aggressive discounts and low prices may convey poor quality of service to customers. †¢ PROMOTION BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 The company invests heavily on promotions and giving deals to induce buyers. No promos were mentioned in the case regarding its service center. Promotions and generous deals helped the company maintain desired sales volume in the past but records show that revenues have declined in the past few years and forecasts indicate that this decline may continue because of high interest rates. There are minimal promotion activities for the service department. It seems that management has overlooked the shift of sales contribution from car sales to service. They should also launch promotional activities for the service department to help drive service sales up – since the service department is not operating at capacity. †¢ PROCESS We have identified processes that Carol Sullivan-Diaz should look into: Writing of Service Orders Process for service writing is out of date and is inconvenient to customers. Bottlenecks and disturbances are not properly managed. Customers relay the problems on their vehicles to the service writers. This gives high probability of incorrect diagnostics, solutions offered and estimates when customers have low technical know-how. This may be the reason why rework is a common occurrence which frustrates customers even more. Sales Process Salespeople do not adhere to the sales process standard procedure. Some sales people are hesitant in referring the Auto World service center BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 because they know customers may get turned off and risk losing the sale. Referral of the service center is part of the sales protocol and should be firmly implemented.Case literature explicitly described discrepancy of the physical appearance of the front-end or the sales area (showroom and office) and the back-end or the service center area (office for service writing service bays). The front-end is modern and well maintained while the back-end area is the exact opposite. The condition of the back-end area is the main reason why sales people do not refer Auto-World’s service center despite the high skill level that its employees have. Car Sales or the Front–end team is composed of the Sales Manager, 7 Sales People, the Office Manager the Secretary. The Service Department is composed of the Service Manager, Parts Supervisor, 9 Mechanics and 2 service writers. Survey results show that customers are not happy with the quality of service provided by the Service Department. Lowlights of the CSAT survey results are: promptness of writing up orders; convenience of service hours; physical appearance of the service department personnel; their politeness and way of understanding customer problems and communicating work performed. Service writers are demotivated and have high absenteeism and turnover rate due to high level of stress of the job. †¢ PRODUCTIVITY BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 The service department is not operating at full capacity as stated in the case. In addition, the service personnel do a lot of rework due to incorrect diagnosis. On the other hand, service writers are fully utilized due to the long and manual process of writing service but customers are not happy with how their service orders are handled. Productivity efficiency of the personnel is low because of the factors described above. SWOT ANALYSIS †¢ – Strengths Strong brand equity, The Sullivan Ford Auto World is already an established car dealership company in their area as the late Walt Sullivan was a well-known salesman and entrepreneur, appearing in TV and radio commercials as well as community affairs. – The carrying brand Ford is also a well-established quality car brand. – Its location on the intersection of Wilson Ave and Route 78 suggests a prime location for a car dealership. The nice facade and showroom will also attract a lot of possible customers. †¢ – Weakness The back end office is not well maintained and turns off customers. Work orders take too long to prepare. Service writers are too stressed BA 235 Services Marketing Group 7: Case Solution ~ Sullivan Ford Auto World Feb. 2012 21 and most likely experience emotional battery. This results to high employee turnover – Front end office employees tend to not refer the company’s vehicle servicing department. This results to lost revenues for the back end office – Poor customer service survey results for the back end office – Poor management of customer complaints †¢ – Opportunity Carol Sullivan has a lot of experience in health service management. Health services are very high contact and her expertise will be a huge help in turning around the quality of service of Sullivan Ford Auto World †¢ – Threats Bill Froelich, owner of several dealerships, expressed interest in buying out the company in order to achieve economies of scale. – Poor result of customer survey of the service department showed that clients are more likely to go to another Ford dealer or some other place for their car repair and maintenance needs – There is no established formal channel for customer complaints as exemplified by the shouting customer towards the end of the case.