BAN SMOKING IN PUBLIC PLACES Essay Example | Topics and Well Written Essays - 3500 words

BAN SMOKING IN PUBLIC PLACES - Essay Example We claim to be Ð ° nation having freedom and equality, Ã'•Ð ¾ therefÐ ¾re, the point of view of Ã'•mÐ ¾kerÃ'• is explicit that not Ð °llÐ ¾wing them to Ã'•mÐ ¾ke in public is taking Ð °wÐ °y their freedom. Nevertheless, my point is that Cigarette Smoking Ã'•hÐ ¾uld be banned in public places because of the health risks, it impÐ ¾Ã'•eÃ'• on people who are expÐ ¾Ã'•ed to Ã'•ecÐ ¾ndhÐ °nd Ã'•mÐ ¾ke. Imagine going to the reÃ'•tÐ °urÐ °ntÃ'• or bars and unable to enjoy Ð ° nice meal or have Ð ° gÐ ¾Ã ¾d time because the place is Ð ¾verwhelmed with cigarette Ã'•mÐ ¾ke. Not only the smell of the Ã'•mÐ ¾ke is bad, it clings to clothing, hair, skin, and irritates eyes causing them to water and itch. How pleÐ °Ã'•Ð °nt is that? To many nÐ ¾n-Ã'•mÐ ¾kerÃ'• that is not very pleÐ °Ã'•Ð °nt, especially when it is harmful to their health. This eÃ'•Ã'•Ð °y will argue why Smoking Ã'•hÐ ¾uld be banned from clÐ ¾Ã'•ed-in public places. There are over Ð ° billion cigarette Ã'•mÐ ¾kerÃ'• Ð °crÐ ¾Ã'•Ã'• the world. Ð  large percentage of these Ã'•mÐ ¾kerÃ'• comes from America. For many years, people have been trying to put Ð °n end to cigarettes and their usage. Cigarette Ã'•mÐ ¾king is one of the top three preventable cÐ °uÃ'•eÃ'• of death Ð °mÐ ¾ng Ð mericÐ °nÃ'•. Not only are the people who Ã'•mÐ ¾ke affected by its dangers, but Ð °lÃ'•Ð ¾ the people who chÐ ¾Ã ¾Ã'•e not to Ã'•mÐ ¾ke. The effectÃ'• of cigarettes are increÐ °Ã'•ingly taking their toll. Banning cigarettes in public is Ð ° gÐ ¾Ã ¾d way to help prevent the dangers of cigarette Ã'•mÐ ¾king tÐ ¾wÐ °rdÃ'• thÐ ¾Ã'•e who are Ð °gÐ °inÃ'•t it. Johnsson and his co-authors report in their study that cigarettes Ã'•hÐ ¾uld be prohibited in public places because they are hÐ °zÐ °rdÐ ¾uÃ'• to the environment, they have Ð ° great influence on young children to Ã'•tÐ °rt smoking, and they are harmful to other people’s health (Johnsson et al, 2006). TÐ ¾bÐ °ccÐ ¾ Ã'•mÐ ¾ke cÐ ¾ntÐ °inÃ'• more than 4,000 chemicals in it. Forty of these chemicals are carcinogenic and eight of them Ð ° clÐ °Ã'•Ã'• Ð  carcinogenic,

The Torture Of Suspected Terrorists Criminology Essay

The Torture Of Suspected Terrorists Criminology Essay Torture inflicts severe pain to force someone to do or say something, and has been used against prisoners-of-war, suspected insurgents and political prisoners for hundreds of years. In the 1970s and 1980s, governments began to identify a specific form of violence called terrorism and to identify prisoners as terrorists (1). This is when the history of torture and terrorism begins. While many countries practice torture against political prisoners, only some name their dissidents terrorists or face potential threats from terrorism. Governments have used systematic torture in conflicts with rebel, insurgent or resistance groups in long running conflicts since the 1980s (2). It is questionable whether these should always be called terrorism conflicts. Governments are likely to call their non-state violent opponents terrorists, but only sometimes are they clearly engaged in terrorist activity. Torture has always played some role in federal, state, or local policy. Prior to the innovation of the penitentiary system in the early 19th century, forms of physical punishment that we now consider torture were extremely common (1). Torture by United States forces in wartime is not unheard of. And the persistent use of torture against low-income communities of color has also been well-documented. The issue of torture in relation to terrorism was raised publicly in the United States in 2004, when news of a 2002 Memorandum issued by the Justice Department for the CIA suggested that torturing Al Qaeda and Taliban detainees captured in Afghanistan might be justified to prevent further attacks on the United States, where in reality it does not prevent anything (2). If we all took a closer look to what the terrorist torture does to humans we would see that it doesnt justify any means to be able to gather information. At times the United States goes too far when it comes to the techniques they use to gather information from a suspected terrorist. When it comes to the 9/11 attack, there is still no means for the harsh ways of torture for the prisoners held liable. After the attacks of September 11, 2001, the Bush administration began using torture-lite techniques against suspected terrorist detainees (3). These techniques have included water boarding, sleep deprivation, long-term use of loud noises, forced nudity, and forced standing. If any civilized person stood a day on these torture tactics, it would be I insane. Its like basically saying that you have no respect for human life, which basically means nothing to anyone, and that shouldnt be the case. Torture is by far the worst thing that any state or nation should do. There are obviously different ways to gather and receive information from the suspected terrorist groups, torture is never the answer and it shouldnt justify anything. The Al Qaeda attacks of September 11, the ensuing declaration of a global war on terror, and the rapid development of more stringent counter-t errorism efforts have pitched the issue of human rights and terrorism into high relief (2). This is true not only in the United States, but in a number of countries who have signed on as partners in a global coalition to crack down on terrorist activity. Indeed, following 9/11 a number of countries that routinely violate the human rights of political prisoners or dissidents found tacit American sanction to expand their repressive practices (3). At Abu Ghraib, U.S. military personnel and CIA interrogators were revealed to have gone several steps further, implementing forms of torture that involved lasting physical damage, sexual humiliation, and sometimes death (2). In the years immediately preceding the 9/11 attacks, there was no question that torture as an interrogation practice is out-of-bounds for American military personnel. In 1994, the United States passed a law prohibiting the use of torture by American military under any circumstances (2). Furthermore, the United States was bound, as a signatory, to comply with the 1949 Geneva Convention, which prohibits torturing prisoners-of-war (3). The Abu Ghraib province west of Baghdad in Iraq became a household name globally when news of American troops torturing prisoners at the Abu Ghraib (3). Scandal erupted when photographs taken by American military police, depicting their abuse and torture of Iraqi detainees, became public in April, 2004 (3). The photographs revealed to rture based largely on the sexual humiliation of the detainees. Seven soldiers engaged in the prisoner abuse were subsequently convicted in court martials on dereliction of duty and assault and battery charges. The Abu Ghraib prison scandal caused lasting harm to the American reputation and increased skepticism about American motives in its declared war on terror. What the people fail to see is that the United States government thinks that its okay to beat and torture these people until their last breath to say what they want to say. I remember we watched a movie in one of my classes where it dealt with the torture of the American Government to receive information regarding any more of terrorist attacks. This poor man said lies because of the way the government was torturing, so basically he just told them what they wanted to here. That just comes to show people that what the United States government is doing is beyond wrong and cruel. At times these issues come with looking at the fact that obviously these people are treated differently because of their race. At times the United States feels as if they have so much control over the people that they fail to see that there always are some kind of consequences when it comes to torturing people and at times torturing the wrong people. Human rights are relevant to terrorism as concerns both its victims and its perpetrators. The concept of human rights was first expressed in the 1948 Universal Declaration of Human Rights, which established recognition of the inherent dignity and inalienable rights of all members of the human family (2). The innocent victims of terrorism suffer an attack on their most basic right to live in peace and security. Torturing another human being is inexcusable, no matter the circumstance. Some may justify that the knowledge a terrorist might have could save millions of lives, and that in this case, the ends justify the means. To an extent I agree that the loss of an individuals well-being to save so many others can sometimes be justified. However, torture cannot be justified in this way because it is incapable of achieving its end; torture is not only inhumane, it is also very ineffective. When an individual is tortured for information, that person will say anything you want them to. While being tortured, an individuals number one priority is to make the pain stop by doing whatever the torturer asks. However, if you are torturing someone, they probably dont have much respect for you, and will have no qualms about lying their ass off. If a torturer is trying to get information about a certain subject, he obviously lacks the information he needs, and has no way of being able to tell whether or not the person being tortured is being truthful. Therefore any information from a person being tortured is unreliable and unusable. Torture also promotes terrorism. Terrorist actions against Americans stem from hatred for and a lack of respect towards our country. Whenever we torture a terrorist, members of his organization can use him as a poster child: Look at what the Americans are doing to our people. Look how inhumane they are. Look at how badly they treat us. Though we may hate terrorists for what they have done to our soldiers, torturing them is not a solution. It only continues the cycle. The best thing to do to captured terrorists is to treat them humanely, and give them, and other like-minded individuals, less reason to hate our country.

Roger Rosenblatts Screams From Somewhere Else :: Screams From Somewhere Else

Roger Rosenblatt's Screams From Somewhere Else "Screams From Somewhere Else", written by Roger Rosenblatt holds many points within the context of the story. The main point that this story portrays is embedded within the story’s structure. There are many scenarios that lead to the main theme, which in this case is how society or individuals react to the screams that are being heard. One example that reflects the main point is that of the beaten six-year old child. In this case the father causing the child to die of the beatings was abusing both the child and the mother. Even though the couple verbally expressed other stories that were false, concerned neighbors still placed calls to the police. Eventually the screams stopped due to the child dying and the couple being charged with murder. This is a clear example of how society doesn’t listen to the alarms of other people lives. Another example from the text deals with the fact that it is in your power whether to act or ignore the scream. The 1964 case depicts Kitty Genovese as a helpless woman in need of assistance. Unfortunately, the woman screamed for help and nobody came to her aid. This scenario demonstrates how society chose to ignore her calls due to personal reasons. In response to the main point I believe that society should react in a helping manner because of the fact that we need to decrease the violent acts that are being carried out by our fellow people. There is a saying by an unknown poet that clearly explains my believe. The says goes like this, "Eyes or ears who don’t look nor listen is like a heart that doesn’t feel." We need to cooperate with one another so we can grow and better communicate with each other. Contributing to this cause can lead us to a better life. On the contrary individuals who choose not to become involved, don’t have to put up with the problems other peoples might have. This can cause the individuals to live a more productive and stress-free life. This could be looked at by other people as a sign of not caring and for the most part being afraid that something might happen to them. Society rejects helping them due to these causes and for the simple fact that they don’t know what to do. In my life I have many unjust acts.

Benefits of Educating Employees

Is it possible for a business to increase productivity by offering workplace computer literacy training to their employees? This paper asked the question: Are there benefits to employers that provide workplace education and training, above and beyond increased competency? The answer, as reported by research, is a resounding yes. Benefits such as increased self-confidence, increased adaptability, flexibility, the willingness to accept change and increased success in job-related training plus increased skills were reportedly derived from the workplace competency training offered.Moreover these benefits translated into more productivity for the organization. Benefits of Educating Employees Introduction With the rapid changes taking place in our world economy, researching the question of workplace education benefits is significant. The question arose whether the workforce is sufficiently educated to compete in a global economy. The research pointed to competency as being imperative in to day's global economy, which implies an acceptance of computer competency. Education and competency training is defined as more than being able to work, but to make decisions.It is defined as being an important adjunct of technology. Education of skills, particularly computer competency and how they function gave the employees an overview of the system as a whole. It helped them understand how their machine worked and gave them an impetus to look for solutions themselves. This transcended into time saved and increased efficiency. The paper also indicated that companies which supported education in the workforce benefited because their employees exhibited improved self-confidence which translated into increased productivity and performance.More flexibility and a willingness to accept change were also deemed to benefits received from competency and skills training. Next point showed how computer literacy training benefited companies by helping their employees understand the computerize d equipment they were working on. This understanding translated into: increased self-confidence, increased adaptability and flexibility, increased production as well as the willingness to take other training and succeed at same. Education and training today does include competency and skills not only in offices but also on shop floors.The benefits to providing workplace competency and skills training to employees are multifaceted. It may lessen the time it takes for people to learn. Return on investment is always of interest to businesses and organizations. The paper illustrated how employees, managers, supervisors as well as trainers observed behaviors from participants in the training, which reflected savings and profit for the organization. Some of the benefits are: saving time, increased production, increased flexibility, willingness to ask questions and changed attitudes.The paper points out how important it is to prepare to evaluate the training at the beginning of a project i n order to determine what the organization is really trying to achieve with this specific training. The research concludes by looking at the organizational implications of offering workplace competency and skills training. Education and Competency Training Benefits There has been a great deal of information published on competency training done in the workplace.For example, in the 1997 report, The Impact of Basic Skills Programs on Canadian Workplaces: Results of a National Study for ABC CANADA Competency Foundation, the following information was reported. â€Å"The study consisted of in-depth phone interviews with 86 individuals from 53 workplaces that have had basic skills programs for at least one year. Sixty percent of the individuals interviewed were employer representatives and 40% were employee representatives. † (n. d. , The Benefits of Improving Competency Skills in the Workplace) The following are impacts to the workplace identified by the study: †¢ increases i n the quality of work – 84%†¢ increased work effort – 73% †¢ more competent use of technology – 87%. (ABC CANADA Competency Foundation, The Benefits of Improving Competency Skills in the Workplace, n. d. ) Bloom and LaFleur's (1999) report on improving competency skills through workplace education programs, indicates that â€Å"Although the impact of basic skills training on profits varies according to the value and shortage of a given skill or group of skills within a particular business sector, employers overwhelmingly report increased profits and other bottom-line benefits when their employees gain basic skills that enable them to work more effectively.† (p. 4) On page six of this report there is a list of eleven skills gained by employees who participated in workplace education programs as well as a list of twenty three organizational benefits gained by the employers. Willis (1994) reports that working with employees to expand workplace comp etency at the Peavey Electronics Corporation the following results were noted: â€Å"all employees had statistically significant increases in job performance with the areas of attitude, getting the job done, volunteering, doing extra, and dependability showing the most improvement.† (p. 25) U. S. Department of Labor (1992) states that: â€Å"A high-performance workplace requires workers who have a solid foundation in the basic competency and computational skills, the thinking skills, and in the personal qualities that make workers dedicated and trustworthy†¦ (p. 5). High-performance workplaces also require competencies: the ability to manage resources, to work amicably and productively with others, to acquire and use information, to master complex systems, and to work with a variety of technologies. † (p. 6)According to Dr. Harvey Krahn (1998) workplace competency programs target people with very low competency skills; however, if we look at competency as a contin uum, businesses will recognize that it will benefit them to develop competency in people at all levels in the workplace. Bloom and LaFleur research (1999) has shown that â€Å"improving employee's skills creates employees who work smarter and better and who cope well with change in the workplace, improves union/management relations and increases output and profitability. † (p.3) The above speak of all competencies being important in the workplace. What challenges arise for businesses if employees are not literate? Bloom, Campbell and Gagnon (2001) speak of competency as being a crucial role in corporate competitiveness and productivity. They talk of globalization threatening U. S. ‘s economy and of people being a prime competitive advantage in the new economy. They maintain that U. S. ‘s traditional advantage of having a skilled workforce is being threatened by other countries gaining knowledge and improving the competency skills of their workers.They list the ben efits to employers who work to increase the competency skills of their employees as: improved production and income, cost savings, better communication and employee retention as well as improved health and safety. For employees some of the benefits listed are higher income, more job security, less unemployment, improved self-confidence, more opportunities for job training, better attitude. (GAM, 2005) Benefits Specific to Computer Based Training The importance of computer training in today's workplace is shown by the following statistics. More than one-half of all workers in U. S. now use a computer on the job.Data from the General Social Survey, on which the article is based, show that an estimated 8. 3 million workers, or 57% of the total employed, used a computer at their main job in 2000, compared with 33% in 1989 (Marshall, 2001, pp. 1-2). Ginsbury and Elmore (1998, p. 2) point out that computer training can save employees time to â€Å"compile and manage large data†; th erefore, there is more time to spend on â€Å"creative, higher level work that that depends on the quick availability and quick manipulation of information†. They go on to say that much learning has been removed from the â€Å"objects of work whether a machine part, raw data or communication.† They speak of workers who fear technology or have difficulty learning new or upgraded technology as being liable to end up at the â€Å"lower end of a professional hierarchy. † Leckie, Leonard, Turcotte and Wallace (2001, p. 1) talk of work â€Å"evolving as the result of globalization, increased competition, the development of new technologies and other changes in the business environment. In the face of these trends, businesses are adopting new technologies and ways of organizing work to attain efficiency and productivity gains† (p. 9).They speak of businesses being wiser to retain their skilled employees rather than hire new, technically trained employees. They s uggest that computer training can promote employee movement within a firm. Then firms have the best of both worlds, an employee who is experienced with the organization and has upgraded skills. They talk of new technology requiring new skills to be able to adapt to changing markets. They point to â€Å"job rotation, flexible job design and work teams† (p. 11) as giving employers the flexibility to have employees that will be able to adapt to change.They point to the effect of technological training for employees – if they become unemployed they have an easier time finding a job. They speak of computer training as being able to help employees deal with change as well as help them improve their performance and add to job satisfaction. McNeill (2000, p. 3) talks of computer competency at the executive level, as being more than â€Å"just using email and pulling files off the Web and so forth. We live in an increasingly high-tech world and overnight redundancies have beco me the norm. Companies that can't assess these changes can easily get left behind.† He goes on to speak of downsizing and how computer competency is not listed as a reason to downsize; however, firms who have a choice of someone who is computer literate and someone of comparable skills that is not, will most likely choose to keep the person with computer skills. Computer based training attracts many and varied employees in the workplace. Most studies and papers state that computer training is beneficial to employees because it allows them the confidentiality to study what they need without others knowing. For instance there are many computer programs written which teach different skills.Also the training can be self-paced so there is no pressure to keep up. A bonus is if there are computer labs at work, employees can study when there is a suitable time in their schedule, such as lunch breaks, coffee breaks and before or after work. (Rae, O'Driscoll, 2004) I believe that traini ng and education, especially computer is and will continue to be, very important to both employers and employees. As the information society develops, information and the know-how based on it will become more and more decisive as factors of production.Networking based on the application of information and communications technology, especially telecommunications, is a major trend. As well as creating new ways of communicating and working, information technology has made possible new methods of producing and distributing products and services (UNESCO, 2002, section 2. 1). Technological competency—meaning computer skills and the ability to use computers and other technology to improve learning, productivity and performance—has become as fundamental to a person's ability to navigate through society as traditional skills like reading, writing and arithmetic †¦ (Selfe, 1998, p. 1).

PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD Essay

The company can then use the information to learn about the behavior of its customers and improve the way it does a business. It can look at recurring complaints from multiple customers to solve a problem which would otherwise go unchecked with a normal formats and management system of the company. The main objective of my project is to find effective solution for the Customer Relationship Management and accordingly increase the credibility and profitability of the company. This study is more related to consumer behavior and perception about the facilities and convenience provided by the company, Customer Satisfaction is emphasized in this management. o Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices) o Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service. o Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners. CHAPTER 2. OBJECTIVE OF THE STUDY OBJECTIVES OF THE PROJECT A. Title of the project: Customer Relationship Management (CRM) with Religare Securities B. Objective of the Study: The objective of the project was to analyze „Effective Customer Relationship Management‟ for Religare Securities Ltd., Pune for that we have to understand current CRM System and Services provided from the company and its effect on Customer Needs, Satisfaction Level, their response and emotions. The objective of this study to analyze existing customer satisfaction as those customers are the key sources to new customers with respect to the performance, sales efforts and sales service. As the company stands second in India in aspect of turnover after Kotak Mahindra Securities, it‟s clear that it has very strong Customer Relationship Management System and perfect people to handle it properly for the benefit of customers and company as well. Actual and personal meeting with existing customers and employees has brought me to the reality of the effectiveness of the system and their success. For analyzing the same factor I staked my whole duration of the project and simultaneously for internal study and market watch and other group assignments. Questionnaire is based on the existing services and the satisfaction level of the existing customers which includes questions like Name, Age, Gender, Income, Investment Frequency, feedback about services which they are provided like conformation, calls, suggestions, solutions on stuck money like dead investment and all. On an average all the customers are happy with the company and look forward to the growth of it. C. Scope of the study: Scope the this study is it will assist Religare to get its own Customer Relationship Management system mirror well and it will get all the important things before eyes to apply all the possible ways to provide a superb service to the customers and accordingly make them loyal and retain them long lasting and also to get new customers to be served. Scopes can be stated in few points as follows. o Maintain current / existing customers. o Achieve new potential customers. o Retain all the customers. o Profitability Increment o Reputation and credibility Increment, etc. The heart of CRM is not being customer centric but rather to use customer profitability as a driver for decision making and action. Before exploring this assertion, it is useful to review the process of resource allocation as it is practiced in most organizations. The budget process largely consists of an extrapolation of the past. Resource constraints pit function against function with back room deals that are based on internal politics versus the marketplace. This decision process has little insight as to what is working and what is not working (as it applies to the marketplace) or for that matter why? Without insight relative to cause and effect, the organization has no choice but to follow intuition and anecdote. It is analogous to the story about the marketing VP who admitted that half the advertising budget was wasted; the problem was he did not know which half. CHAPTER 3. PROFILE OF THE COMPANY Profile of company Religare Enterprises Limited (REL): Religare, a Ranbaxy promoter group company, is one of the leading integrated financial services institutions of India. The company offers a large and diverse bouquet of services ranging from equities, commodities, insurance broking, to wealth advisory, portfolio management services, personal finance services, Investment banking and institutional broking services. The services are broadly clubbed across three key business verticals- Retail, Wealth management and the Institutional spectrum. Religare Enterprises Limited is the holding company for all its businesses, structured and being operated through various subsidiaries. Religare‟s retail network spreads across the length and breadth of the country with its presence through more than 1,217 locations across more than 392 cities and towns. Having spread itself fairly well across the country and with the promise of not resting on its laurels, it has also aggressively started eyeing global geographies Religare Enterprises Limited (REL) is one of the leading integrated financial services groups of India. REL‟s businesses are broadly clubbed across three key verticals, the Retail Institutional and Wealth spectrums, catering to a diverse and wide base of clients. The vision is to build Religare as a globally trusted brand in the financial services domain and present it as the „Inv estment Gateway of India‟. All employees of the group guided by an experienced and professional management team are committed to providing financial care, backed by the core values of diligence and transparency. REL offers a multitude of investment options and a diverse bouquet of financial services with its pan India reach in more than 1800 locations across more than 490 cities and towns. REL operates globally following its acquisition of London‟s oldest brokerage and investment firm, Hichens, Harrison and Co. plc. With a view to expand, diversify and introduce offerings benchmarked against global best practices, Religare operates its Life Insurance business in partnership with the global major- AEGON. For its wealth management business Religare has partnered with Australia based financial services major- Macquarie. Religare has also partnered with Vistaar Entertainment to launch India‟s first SEBI approved Film Fund offering a unique alternative asset class of investments. Religare Securities Limited (RSL), a 100% subsidiary of Religare Enterprises Limited is a leading equity and securities firm in India. The company currently handles sizeable volumes traded on NSE and in the realm of online trading and investments; it currently holds a reasonable share of the market. The major activities and offerings of the company today are Equity Broking, Depository Participant Services, Portfolio Management Services, International Advisory Fund Management Services, Institutional Broking and Research Services. To broaden the gamut of services offered to its investors, the company offers an online investment portal armed with a host of revolutionary features. o RSL is a member of the National Stock Exchange of India, Bombay Stock Exchange of India, Depository Participant with National Securities Depository Limited and Central Depository Services (I) Limited, and is a SEBI approved Portfolio Manager. o Religare has been constantly innovating in terms of product and services and to offer such incisive services to specific user segments it has also started the NRI, FII, HNI and Corporate Servicing groups. These groups take all the portfolio investment decisions depending upon a client‟s risk / return parameter. o Religare has a very credible Research and Analysis division, which not only caters to the need of our Institutional clientele, but also gives their valuable inputs to investment dealers. Trading in Equities with Religare truly empowers you for your investment needs. We ensure you have superlative trading experience through – ï‚ · A highly process driven, delight approach ï‚ · Powerful Research & Analytics and ï‚ · One of the „best-class‟ dealing rooms Further, Religare also has one the largest retail networks, with its presence in more than 1800* locations across more than 490* cities and towns. This means, you can walk into any of these branches and connect to our highly skilled and dedicated relationship managers to get the best services. The Religare Edge o Pan India footprint o Powerful research and analytics supported by a pool of highly skilled research analysts o Ethical business practices o Single window for all investment needs through your unique CRN Religare Enterprise Limited, through its subsidiaries, offers a range of integrated financial products and services to retail inventors, high net worth individuals, and corporate and institutional clients in India. It operates in three divisions: Retail Spectrum, Wealth Spectrum, and Institutional Spectrum. The Retail Spectrum division offers equity brokerage, commodities brokerage, personal financial services, including insurance brokerage and mutual fund distribution; internet trading; loans against shares; and personal loans. The Wealth Spectrum division provides portfolio management services, wealth advisory services, and private client equity services, such as international equity services. The company was formerly known as Religare Enterprises Private Limited and changed its name to Religare Enterprises Limited in July 2006. The company was incorporated in 1984 and is based in New Delhi, India. Industry Profile 19 Industry Profile While regulation and reforms have made major improvements in the quality of the equity markets in India, its rapid growth and development are largely due to strong and efficient market intermediation. The robustness of the Indian markets today is attributable to a healthy blend of the quality of market Structure and efficient intermediation. Even as several countries are instituting procedures to commence. Equity derivative markets, India ranks amongst the top five countries globally in this segment, in less than five years of its introduction. This is an example of the proactive and progressive nature of the Indian brokerage industry. In the last decade, the Indian brokerage industry has undergone a dramatic transformation. From being made of close groups, the broking industry today is one of the most transparent and compliance oriented businesses. Long settlement cycles and large scale bad deliveries are a thing of the past with the advent of T+2 (Trading day + 2 days) settlement cycle and dematerialization. Large and fixed commissions have been replaced by wafer thin margins, with competition driving down the brokerage fee, in some cases, to a few basis points. 20 There have also been major changes in the way business is conducted. Technology has emerged as the key driver of business and investment advice has become research based. At the same time, adherence to regulation and compliance has vastly increased. The scope of services have enhanced from being equity products to a wide range of financial services. Investor protection has assumed significance, and so has providing them with education and awareness. Greater need for capitalization has induced several firms to access the capital market; foreign firms are showing increasing interest in taking equity stakes in domestic broking firms. Major developments in equity brokerage industry in India: 1. Corporate memberships There is a growing surge of corporate memberships (92% in NSE and 75% in BSE), and the scope of functioning of the brokerage firms has transformed from that of being a family run business to that of professional organized function that lays greater emphasis on observance of market principles and best practices. With proliferation of new markets and products, corporate nature of the memberships is enabling broking firms to expand the realm of their operations into other exchanges as also other product offerings. Memberships range from cash market to derivatives to commodities and a few broking firms are making forays into obtaining memberships in exchanges outside the country subject to their availability and eligibility. 21 2. Wider product offerings The product offerings of brokerage firms today go much beyond the traditional trading of equities. A typical brokerage firm today offers trading in equities and derivatives, most probably commodities futures, exchange traded funds, distributes mutual funds and insurance and also offers personal loans for housing, consumptions and other related loans, offers portfolio management services, and some even go to the extent of creating niche services such as a brokerage firm offering art advisory services. In the background of growing opportunities for investors to invest in India as also abroad, the range of products and services will widen further. In the offing will be interesting opportunities that might arise in the exchange enabled corporate bond trading, soon after its commencement and futures trading that might be introduced in the near future in the areas of interest rates and Indian currency. 22 3. Greater reliance on research Client advising in India has graduated from personal insights, market tips to becoming extensively research oriented and governed by fundamentals and technical factors. Vast progress has been made in developing company research and refining methods in technical and fundamental analysis. The research and advice are made online giving ready and real time access to market research for investors and clients, thus making research important brand equity for the brokerage firms. 4. Accessing equity capital markets Access to reliable financial resources has been one of the major constraints faced by the equity brokerage industry in India since long. Since the banking system is not fully integrated with the securities markets, brokerage firms face limitations in raising financial resources for business and expansion. With buoyancy of the stock markets and the rising prospects of several well organized broking firms, important opportunity to access capital markets for resource mobilization has become available. The recent past witnessed several leading brokerage firms accessing capital markets for financial resources with success. 23 5. Foreign collaborations and joint ventures The way the brokerage industry is run and the manner in which several of them pursued growth and development attracted foreign financial institutions and investment banks to buy stakes in domestic brokerage firms, paving the way for stronger brokerage entities and possible scope for consolidation in the future. Foreign firms picked up stake in some of the leading brokerage firms, which might lead to creating of greater interest in investing in brokerage firms by entities in India and abroad. 6. Specialized services/niche broking While supermarkets approach are adopted in general by broking firms, there are some which are creating niche services that attract a particular client group such as day traders, arbitrage trading, investing in small cap stocks etc, and providing complete range of research and other support to back up this function. 7. Online broking Several brokers are extending benefits of online trading through creation of separate windows. Some others have dedicated online broking portals. Emergence of online broking enabled reduction in transaction costs and costs of trading. Keen competition has emerged in online broking services, with some of these offering trading services at the cost of a few basis points or costs which are fixed in nature irrespective of the volume of 24 trading conducted. A wide range of incentives are being created and offered by online brokerage firms to attract larger number of clients. 8. Compliance oriented With stringent regulatory norms in operation, broking industry is giving greater emphasis on regulatory compliance and observance of market principles and codes of conduct. Many brokerage firms are investing time, money and resources to create efficient and effective compliance and reporting systems that will help them in avoiding costly mistakes and possible market abuses. Brokerage firms now have a compliance officer who is responsible for all compliance related aspects and for interacting with clients and other stake holders on aspects of regulation and compliance. 9. Focus on training and skill sets Brokerage firms are giving importance and significance to aspects such as training on skill sets that could prove to be beneficial in the long run. With the nature of markets and products becoming more complex, it becomes imperative for the broking firms to keep their staff continuously updated with latest development in practices and procedures. Moreover, it is mandated for certain types of dealers/brokers to seek specific certification and examinations that will make them eligible to carry business or trade. Greater emphasis on aspects such as research and analysis is giving scope 25 for in-depth training and skills sets on topics such as trading programs, valuations, economic and financial forecasting and company research. 10. From owners to traders A fundamental change that has taken place in the equity brokerage industry, which is a global trend as well, is the transformation of broking from owners of the stock exchange to traders of the stock market. Demutualization and corporatization of stock exchanges bifurcated the ownership and trading rights with brokers vested only with the later and ownership being widely distributed. Demutualization is providing balanced welfare gains to both the stock exchanges and the members with the former being able to run as corporations and the latter being able to avoid conflict of interests that sometimes came as a major deterrent for the long term growth of the industry. Emerging challenges and outlook for the brokerage industry .Brokerage firms in India made much progress in pursuing growth and building professionalism in operations. Given the nature of the brokerage industry being very dynamic, changes could be rapid and so as the challenges that emerge from time to time. A brief description on some of the prospects and challenges of the brokerage firms are discussed below. 26 11. Fragmentation Indian brokerage industry is highly fragmented. Numerous small firms operate in this space. Given the growing importance of technology in operations and increasing emphasis on regulatory compliance, smaller firms might find it constrained to make right type of investments that will help in business growth and promotion of investor interests. 12. Capital Adequacy Capital adequacy has emerged as an important determinant that governs the scope of business in the financial sector. Current requirements stipulation capital adequacy in regard to trading exposure, but in future more tighter norms of capital adequacy might come into force as a part of the prudential norms in the financial sector. In this background, it becomes imperative for the brokerage firms to focus on raising capital resources that will enable to give continuous thrust and focus on business growth. 13. Global Opportunities Broking in the future will increasingly become international in character with the stock markets being open for domestic and international investors including institutions and individuals, as also opportunities for investing abroad. Keeping abreast with developments in international markets as also familiarization with global standards in broking operations and assimilating major practices and procedures will become relevant for the domestic brokerage firms. 27 14. Opportunities from regional finance Regional economic integration such as that under the European Union and the ASEAN have greatly benefited businesses in the individual countries with cross border opportunities that helped to expand the scope and significance of the business. Initial measures to promote South Asian economic integration is being made by governments in the region first at the political level to be followed up in regard to financial markets. South Asian economic integration will provide greater opportunities for broking firms in India to pursue cross border business. In view of several of common features prevailing in the markets, it would be easier to make progress in this regard. 15. Product Dynamics As domestic finance matures and greater flow of cross border flows continue, new market segments will come into force, which could benefit the domestic brokerage firms, if they are well prepared. For instance, in the last three to four years, brokerage firms had newer opportunities in the form of commodities futures, distribution of insurance products, wealth management, mutual funds etc, and as the market momentum continues, broking firms will have an opportunity to introduce a wider number of products. 28 16. Competition from foreign firms Surging markets and growing opportunities will attract a number of international firms that will increase the pace of competition. Global firms with higher levels of capital, expertise and market experience will bring dramatic changes in the brokerage industry space which the local firms should be able to absorb and compete. Domestic broking firms should always give due focus to emerging trends in competition and prepare accordingly. 17. Investor Protection Issues of investor interest and protection will assume centre stage. Firms found not having suitable infrastructure and processes to ensure investor safety and protection will encounter constraints from regulation as also class action suits that investors might bring against erring firms. The nature of penalties and punitive damages would become more severe. It is important for brokerage firms to establish strong and streamlined systems and procedures for ensuring investor safety and protection. 29 Chapter 4. Literature Review Literature Review Historical Background: Customer relationship management (CRM), a concept that has been around since the mid 90s, has its roots in the technology of sales automation and call center operations. At that time, it was thought that merging the customer data from the field (sales) with the call center interactions would result in more informed interactions with the customer. The concept resonated with user organizations and soon mergers and acquisitions created a host of software vendors all claiming to have an integrated set of capabilities that became known as CRM. On a parallel track, Internet-based tools such as e-commerce, Internet marketing, personalization, and self-help were evolving. These products competed outside of the CRM sphere due to the newness of the technology, and they were referred to as e-business. When the concepts of CRM and e-business melded together there was a short period of e-madness where vendors talked about eCRM and e-everything. There are still vestiges of this transition in the industry such as essentially using e-business to add value to vendors and referring to it as partner relationship management (PRM) or providing tools for employees and referring to it as employee relationship management (ERM). 31 Similarly, enterprise resource planning (ERP) vendors realized that the 360-degree view of the customer has to include transaction data, so they have likewise developed an integrated package with CRM capabilities. Thus from a technology perspective CRM consists of a set of applications that address the needs of customer-facing functions that in turn feed a common database that is supported by business analytics. Each vendor has variations on this theme. On the other hands, CRM can be defined as a process or methodology used to learn more about customers‟ needs and behaviors in order to manage and develop stronger relationships in an organized way with them. 32 Components of CRM: 1. Contact an Account Management: Relevant data for customer profile is captured with the help of the software. Necessary information is captured from prospective customers. CRM system stores data in common customer database. The database integrates customer account information and presents it in desirable format to the company. The data is used for sales, marketing, services and other applications. 33 2. Sales: Sales process management follows a customized sales methodology with specific sales policies and procedures. Sales activities include – Product information, Product configuration, sales prospectus and sales quote generation. CRM also provide the history of customer account so that the sales call can be scheduled accordingly. 3. Marketing and fulfillment: CRM helps the professionals in product marketing, target marketing, relationship marketing and campaign management. By analyzing customer and business value of direct marketing can be estimated. CRM also helps in customer retention, behavior prediction, channel optimization, personalization. Customer response and requests can be quickly scheduled and hence sales contacts. 34 4. Customer Service and support: CRM system provides service representatives with adequate access to customer database. It also helps to create, assign and manage the service requests by customers. Calling format is designed to route customer calls to respective attendants as per the skills and authority to handle special cases. Help desk system is developed to help customer service representative to help customers who face problems with product or service to resolve it. Web-based Self Service means help customer to access personalized information at company website. 5. Retention and loyalty programs: The primary objective of CRM is to enhance and optimize customer retention and loyalty. CRM systems are also useful in determining most loyal and profitable customers and reward. 35 The essential link between Marketing, Sales and Customer Service: Too often, the three key functions that directly affect customers -Marketing, Sales and Customer Service – operate independently of one another. This can create confusion and inconsistency in how you communicate and service your customers. For examples, marketing staff may come up with a price promotion. However, if that is not communicated to the sales team, the result could be incorrect billing, which may take time or resources from the customer to rectify and could create ill will and mistrust, making it seem like your company does not adhere to its word. 36 Similarly, if a salesperson makes a sale and gives certain guarantees to a customer but those are not communicated to the customer service team or even to the other sales team members, then the customer may fees as if the company is not standing behind its assurance. This can be particularly problematic if there is employee turnover and poor communication between or even departments. This „silo effect‟ – where information is between vertically in departments that may or may not communicate with each other- could actually damage your business. With comprehensive CRM system, however, customer communication is captured and housed in an accessible database, making the most current information available to anyone who needs it and has access to the system. By breaking through barriers between various business functions and making communication transparent, your company can act in a more consistent and unified fashion with its customers, instilling a greater level of trust and strengthening customer relationships. Religare Securities Limited (RSL) provides a host of financial services under one roof following a ONE STOP SHOP philosophy. It has a dedicated team of professionals to cater to the variety of services to Individuals, Corporate and Institutions. The team updates its clients with opportunities – with a sense of competitive urgency and risk management. What‟s more, their special analysts design customized services for HNI and Institutions. 37 Over the years Religare Securities Ltd. has played a successful role in client’s wealth creation. In the process Religare Securities Ltd. also refined itself, as an investment advisor and is poised to provide complete Investment Management Solutions to its valued clientele. The following is the product profile of the company. ï‚ · Equity Broking – BSE and NSE ï‚ · Derivatives Futures and Options ï‚ · Internet Broking- Online Trading ï‚ · Commodities Trading – NCDEX & MCX ï‚ · Institutional Broking ï‚ · Depository Services – NSDL & CDSL ï‚ · Portfolio Management Services ï‚ · NRI Investments ï‚ · Initial Public Offerings (IPO) ï‚ · Mutual Fund Investment NEWS: Religare Securities bags LIPPER-STARMINE Award for Excellence in Research Mumbai, February 18, 2009: Religare Securities Limited a wholly owned subsidiary of Religare Enterprises Limited has been recently awarded the LIPPER-STARMINE broker award for â€Å"Earnings Estimates in Midcap Research for 2008†. The Lipper| StarMine Awards organized by Thomson Reuters, for Asset Management and sell-side broking Companies in India, were announced last week in Mumbai. The awards recognize analysts who are more accurate than their peers in forecasting earnings, awarding credit to those who demonstrate an ability to make accurate estimates earlier than their peers. On receiving the award, Mr. Amitabh Chakraborty, President (Equity), said, â€Å"We are extremely proud to receive this award as a validation of our efforts in what was the most difficult and volatile year in stock market and corporate history. It is in these difficult times that the ability of a team to accurately estimate corporate earnings stands its truest test and we have succeeded in enabling our customers to make informed buy or sell recommendations in order to give above average returns to investors.† 40 Equities What is equity? Funds brought into a business by its shareholders is called equity. It is a measure of a stake of a person or group of persons starting a business. What does investing in equity mean? When you buy a company’s equity, you are in effect financing it, and being compensated with a stake in the business. You become part-owner of the company, entitled to dividends and other benefits that the company may announce, but without any guarantee of a return on your investments. Dematerialization What is Demat? Demat is a commonly used abbreviation of Dematerialisation, which is a process whereby securities like shares, debentures are converted from the â€Å"material† (paper documents) into electronic data and stored in the computers of an electronic Depository (SEE next page). You surrender material securities registered in your name to a Depository Participant (DP). These are then sent to the respective companies 41 who cancel them after dematerialization and credit your Depository Account with the DP. The securities on dematerialization appear as balances in the Depository Account. These balances are transferable like physical shares. If at a later date you wish to have these â€Å"Demat† securities converted back into paper certificates, the Depository can help to revive the paper shares. What is the procedure for the dematerialisation of securities? Check with a DP as to whether the securities you hold can be dematerialised. Then open an account with a DP and surrender the share certificates. What is a Depository? A Depository is a securities â€Å"bank,† where dematerialised physical securities are held in custody, and from where they can be traded. This facilitates faster, risk-free and low cost settlement. A Depository is akin to a bank and performs activities similar in nature. At present, there are two Depositories in India, National Securities Depository Limited (NSDL) and Central Depository Services (CDS). NSDL was the first Indian Depository. It was inaugurated in November 1996. NSDL was set up with an initial capital of Rs 124 crores, promoted by Industrial Development Bank of 42 India (IDBI), Unit Trust of India (UTI), National Stock Exchange of India Ltd. (NSEIL) and the State Bank of India (SBI). Who is a Depository Participant (DP)? NSDL carries out its activities through business partners – Depository Participants (DPs), Issuing Corporates and their Registrars and Transfer Agents, Clearing Corporations/Clearing Houses. NSDL is electronically linked to each of these business partners via a satellite link through Very Small Aperture Terminals (VSATS). The entire integrated system (including the VSAT linkups and the software at NSDL and at each business partner’s end) has been named the â€Å"NEST† (National Electronic Settlement & Transfer) system. The investor interacts with the Depository through a Depository Participant of NSDL. A DP can be a bank, financial institution, a custodian or a broker. 43 Chapter 5. Research Methodology 44 Research Methodology Research Design: Research design means adopting that type technique of research which is most suited for the research and study of the problem. For the study and the research of the problem proper material has to be selected and collected for the investigation. â€Å"A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.† – Jahoda, deutish. Cook. In order to know about effectiveness of Customer Relationship Management in Religare Securities Ltd., it was necessary to interact with the customer. The sample taken comprised of respondents from Pune city. A questionnaire had to be designed to collect valuable information from the different customer groups. The questionnaire which was designed suitably to meet the objective of research work. 45 Nature of Research: In this project report I have undertaken quantitative type of study. Type of the questions: The questions in the questionnaire asked to the visiting customers of Religare Securities Ltd, Regional office in Pune, are Straight Forward and Limited Probing. Type of the Questionnaire: The questionnaire in this project report is straight forward and formalized. Type of Analysis: The analysis done in this particular project report is statistical. 46 Sources of Data: a. Primary Data: The Primary data are those data which are collected fresh and for the first time and thus happen to be original in character. The primary data that was collected through interview conducted in Regional Branch with daily visiting customers. The primary data sources include copies of questionnaire and data of their respective responses. b. Secondary Data: The secondary data are those which have already been collected by someone else and which have been passed through the statistical process. Secondary data was collected through company websites. Some of the web sites http://www.religaresecurities.com/ and some others like. 47 Chapter 6. Primary Data Collection 48 Primary Data Collection Research Technique: As the researcher, I adopted survey method as a research technique for this particular project report. Contact Method: I as a researcher interviewed the respondents by personal interview. Sampling Plan: a) Population: The population covered in this project report refers to the existing (Office Coming) customers of Regional Office, who have their trading and D‟mat A/c with Religare Securities Ltd. b) Sample Size The sample size undertaken by me for this particular project report is 100 respondents. 49 c) Sample Element The respondents contacted and interviewed in this project report are all from different domain some of them were Businessmen, High Net-worth Investors, Proprietors, even Students also invest in Share Market. d) Sample Extent As a researcher, I conducted this survey only for the customers in Regional Office of Religare Securities, Pune. e) Sample Duration The survey was undertaken from the 01st June, 2009 to 30th July, 2009 i.e. for two months. f) Research Instrument: Questionnaires containing both open ended and close ended questions were used as a research instrument in this particular project report. 50 Chapter 7. Data Analysis & Interpretation 51 Data Analysis & Interpretation 1. Respondents: Respondents Businessmen HNIs Proprietors Individuals Number of respondents Interpretation: Above pie chart represents that research contains 100 respondents which are Businessmen, HNIs, Proprietors and Individuals and they are 30, 8, 24, 38 respectively in numbers and percentages. 30% 8% 24% 38% Businessmen HNIs Proprietors Individuals 52 2. Income Group(Annual): Income Group (INR) 10000 – 1 Lakh 1 Lakh – 5 Lakh 5 Lakh-10 Lakh 10 Lakh – Above Number of respondents Interpretation: Above pie chart represents that the research contained 100 investors and customers of Religare Securities Ltd. All the people were from different different Income group which are in numbers shown above. W e can clearly see sample includes more customers from first income group i.e. INR 10,000 – 1 Lakh 43% 37% 13% 7% 10000 -1 Lakh 1 Lakh -5 Lakh 5 Lakh -10 Lakh 10 Lakh -Above 53 2. Company Interaction via Email and Telephone Calls: Interaction Via Email and Telephone Calls Interpretation: From the above result of Company Interaction via Email and Telephone calls, we can imagine the satisfaction level of customers and accordingly Customer Relationship is managed through electronic media to maximize the wealth of customers. In Religare mostly dealers are in touch of regular traders / customers and customers also get loyal to the company through this practice. Every call is taped by default for the evidence of orders to buy or sell the stocks and Emails too. Excellent Interpretation: When it was asked sudden and on the time answer was the same of maximum people, it means the credibility and trustworthiness of the company is on the height. It‟s nothing but the result of Relationship Management. It is said that Share Market means „Well of Loss‟, nevertheless Religare‟s Customer don‟t have any tension in investing because they believe in Company‟s Researchers and Analysts and their investment tips too. 96% Number of respondents Interpretation: From the above answers Customer Relationship can be very well highlighted because out of 100, 43 people have rated Religare on the scale of 1 to 10 and again in remaining maximum customers say that they rate Religare at on the scale of 1 to 10.Every customer has his own value and consideration about Religare because they invest their Hard Earned money and take risk to earn more cause of Religare‟s Services and Attachment and it is all the output of Customer Relationship Management. 4% 5. Where do you invest/ trade mostly? Where Customers Invest mostly Equity Commodity Currency Number of respondents 66 19 15 Interpretation: One general question was asked in questionnaire to know the investment flow of customers towards Religare Services. When it was asked why they invest in specific area mostly then it was answered by many people that liquidity market is easy to make money out of investment and take money out whenever we feel not to put. And other reason many customers don‟t want to invest for long time.And about currency some people were not interested. 66% 19% 15% Equity Commodity Currency 57 6. Where do you trade mostly? Where Customers Trade mostly Intraday Delivery Both Number of respondents 48 37 15 48% 37% 15% Intraday Delivery Both 58 Interpretation: From the above view of graph we come to know that maximum people, 61% customers trade in Intraday Trading. On this customers say they like to trade in Intraday because of Short term investment and high level of excitement and sometimes they feel their money seems to sink. It‟s like One Day Cricket play for many customers. In Delivery, people say here is „No / Low Risk, More Money‟ , in this people say if scrip goes down like „Satyam‟, then also we get chance to book profit buying current stocks in low price and putting old stock aside temporarily. Here we find people hesitate to invest in Intraday and confident to trade in Delivery trading. Very less traders population do trade in both area, for few people it‟s nothing but fund managing, if one finds difficulty in making money in Intraday, they simultaneously manage their fund for Delivery, but very few people feel do this type of management. Eventually Religare is the Broking firm and it doesnâ₠¬Å¸t lose its attention from making money for its customers and lose its attention from Customer Relationship Management. 59 7. Do you trade in any other broking firm? Trade in other Broking Firm Yes No Number of respondents Interpretation: Above pie chart represents the maximum people have their D‟mat A /c and Trading A/c somewhere else also nevertheless they say they trade from Religare only and few of their other A/cs are put Non-Operating by them. Here we get a fact that Religare‟s Customer Relationship Management really has something very attractive and attachable to emotions cause of services. Few of them were hesitating while answering this question. 8. Are you satisfied with the services provided by Religare? Satisfaction Strongly Yes Slightly Yes No Strongly No Slightly No Number of respondents Interpretation: Above chart represents us the output of Customer Relationship Management with the help of the services and customers satisfaction can show a mirror of the efforts of the company towards making their customers loyal to them. Here 64% customers have selected and stated that they are fully satisfied with the services that they are getting from Religare Securities Ltd. 64% 9. Since last how many years you are in field of trading? Since when customers are trading ? Less than 1 year More than 1year More than 2 years Number of respondents Interpretation: This question was asked intentionally to know the loyalty of customers with Religare Securities Ltd., which is nothing but the back-screen coding of on screen output. These all things are the proud of Religare and its customers are also very proud to be in Religare. 17% Customer Relationship Management Business Drivers and Benefits ï‚ · It empowers management with a real-time pipelines and forecasting so they can build and focus on high profit, sustainable relationships. ï‚ · It empowers staff wit customer intelligence and best practices to increase their likelihood of successful transactions. ï‚ · It increases customer‟s acquisition, retention, loyalty, and profitability by integrating information across the enterprise. ï‚ · It enables executive and management to gain customer insight. 64 Customer Relationship Management Risks ï‚ · Effective internal controls must be in place to prevent customer information from becoming scattered across databases and servers. ï‚ · CRM can be associated with significant revenue cycle. ï‚ · CRM should be kept and handled and carefully kept inside the company only otherwise Customers Database can be misused by rivals. Customer Common Findings while contacting: ï‚ · Generally people whom I have contacted they were from different domains like Business, Proprietors, High Net worth Income Group (HNIs) and students. ï‚ · Their responses may not be proper because of their „Busyness‟ in Dealing Room. ï‚ · This data is called Primary Data, which is considered very genuine but is this case it misrepresents the Reality and Credibility. 65 ï‚ · Some people, its felt that they gave fake response, with impression that this questionnaire is from Religare Securities internal. ï‚ · Some people did not take it serious because this was not important to them as they are busy for trading at dealing Room. ï‚ · Every data interpretation and statistics cannot be think worthy from their results because this study is for only two months altogether. 66 Chapter 8. Limitations 67 Limitations Findings are according to the observations. 1. Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but while it does not concentrate on the extra expenses occurring on Company‟s A/c due to increment in expenses in serving customers all the ways and Return on investment means consideration may not be more than expected. Customer may not give that much business transactions which is estimated or expected. 2. It needs specific staffs to handle all the tasks of Customer Relationship Management because the data that is feed in system cannot be handled merely by Relationship Managers who has to make new customers and take care of their dealings and also to accomplish their additional responsibilities. 68 Suggestions 69 Suggestions 1. Short Duration: o Project research duration was only for two months, in this tenure neither study nor observation can be done properly. For example, we saw sample plan – in that only 100 customers could be contacted and now the problem is- from this samples we cannot think of Macro Level Perception of customers. Many people may be from same point of view and many may not and those 100 people may not contain these type of people. So duration of Research Project should be more than two months. 2. Customer Category: o To find effective Customer Relationship Management, Broking firm can do one more thing which will be very beneficial to them in finding Asset Customers from the bottom level management to top level management. Religare should adopt system of allotting Customer Categories according to their transactions, due payments, exposure, loyalty, frequency of trading and all. 70 o In this system at all the level where CRM is handled and watched by Top class officials of the company, they also get to know the list names and details of the loyal customers and CEO or Board of Directors also get to know total customers and at last their turnover of the total transaction. 3. Affiliated Awareness Programs: o Religare should arrange affiliated programs within its own groups to come to the sense of new people and accordingly to prospecting and acquiring new customers. o With the help of it companies CRM will help it to get height of success and dominate the world of Services. Because CRM affects Marketing, Sales and profitability and these all can be achieved by CRM. o For E.g., Religare Securities can play few awareness documentaries and Advertisement with „Religare Vistaar‟ this will result in getting more and more customers to serve and accordingly Religare can become the first ranker in turnover very soon. 71 Appendix I. Copy of questionnaire II. Bibliography , 72 Questionnaire 1. Name:________________________________________________ 2. Contact No:________________________________________________ 3. Occupation: ï‚ £Businessman ï‚ £Proprietor ï‚ £HNI ï‚ £Individual 4. Income Group(Annual): ï‚ £ 10000 – 1 Lakh ï‚ £1 Lakh – 5 Lakh ï‚ £ 5 Lakh-10 Lakh ï‚ £ 10 Lakh – Above 5. How do you find Company Interaction via Email and Telephone Calls ? ï‚ £Poor ï‚ £Fair ï‚ £Good ï‚ £ Very Good 73 6. Do you find company’s investment tips useful and beneficial? ï‚ £Yes ï‚ £No ï‚ £Can’t Say 7. Where do you rate Religare on the scale of 10 in terms of Services? ï‚ £4 ï‚ £6 ï‚ £8 ï‚ £10 8. Where do you invest/ trade mostly? ï‚ £Equity ï‚ £Commodity ï‚ £Currency 9. Where do you trade mostly? ï‚ £Intraday trading ï‚ £Delivery Trading 10. Do you trade in any other broking firm? ï‚ £Yes ï‚ £No If Yes, name of the broking firm__________________________________ 74 11. Are you satisfied with the services provided by Religare? ï‚ £Yes ï‚ £No Since last how many years you are in field of trading? ï‚ £Less than 1 Year ï‚ £More Than 1 Year ï‚ £More than 5 Year 12. What improvement do you want be done in company’s services? ï‚ £__________________________________________________________________________________________________________________________________________________________ _____________________ 13. Which service do you like most in Religare? ï‚ £_______________________________________________________________________________________________________________________________________________________________________________ 75 Bibliography Websites = http://deadpresident.blogspot.com http://religareonline.com http://www.religaresecurities.com Newspapers = The Hindu Books =

Trembler and Tremblor

Trembler and Tremblor Trembler and Tremblor Trembler and Tremblor By Maeve Maddox A reader who has seen a common synonym for earthquake spelled more than one way asks, Your guidance, please.  Trembler or Tremblor? Of the two, trembler is the acceptable choice. Tremblor is a misspelling that conflates English trembler with Spanish temblor. The word temblor entered English from American Spanish in 1876. The Spanish noun temblor derives from the verb temblar, â€Å"to tremble.† Both Spanish temblar and English tremble are related to Latin tremulus, trembling, shaking, quaking. All three words may be encountered in the media. The following examples are from online NBC news sources: Last Tuesdays 6.3-magnitude trembler killed at least 146 people and devastated the heart of picturesque Christchurch.   Rafael Correa, who declared a national emergency, said the  tremblor  was the strongest quake to hit Ecuador since 1979. Taiwan Earthquake: More Than 150 Missing After Deadly 6.4-Magnitude Temblor Journalists who write tremblor have not paid attention to the article on earthquakes in The AP Stylebook: The word temblor (not tremblor) is a synonym for earthquake. Instead, they may have consulted Merriam-Webster, which includes tremblor as an alternative spelling for temblor. It seems to me that the English word trembler works just as well as Spanish temblor as another word for earthquake. On the other hand, temblor seems to be the preferred term with earthquake specialists and in scientific journals. Want to improve your English in five minutes a day? Get a subscription and start receiving our writing tips and exercises daily! Keep learning! Browse the Vocabulary category, check our popular posts, or choose a related post below:Fly, Flew, (has) FlownFlied?The Many Forms of the Verb TO BEArtist vs. Artisan

My World in Poetry Essays

My World in Poetry Essays My World in Poetry Essay My World in Poetry Essay The significance of this essay: creating a detailed description of me, one that grades cannot portray. Well here I am, Rachel Laura Gibson.Even before I could read, I had a natural curiosity for language, picking up new words easily and using them in surprising ways. For me, words were more than a way to communicate they were a form of art. As I explored the world of words, I began to understand writing as a powerful way to express my emotions. I looked to poetry as a focus to bringing out everything inside my head, every thought that defines me. And so, as I attempt to do the same, I look to poetry once again.Beginning this journey, I enter my room, the sun glowing through my window shades and illuminating the peony walls. I search for my journal, soon discovering a red spiral notebook, with my pen attached. To make sure it still worked, I scribble on the back of the notebook, finding it to be almost out of ink from all the writing it had done; but just enou gh left for me to continue. Finding a comfortable spot, I gently lay across my bed. And so I beginWhen no one else is aroundI think of things I could never sayAs lyrics run through my mindMelodies lingering in my earsI become the girl no one else can seeSomeone who goes beyond stereotypesBeyond imageShe has a perfectly imperfect lifeShe is real, and so are her friendsThe clothes she wears may not be designerBut she likes who she is:Her personalityHer brown skinHer lifeHer smileYetTears stream down her faceAs she dreams of a time, where she wont have to hideWhen acceptance wont matterWhen people wont careBut they doSo there she stays, showing people what they want to seeWaiting to be recognizedWaiting to be me.The waiting has come to an end. My poetry has allowed me to find my voice and let the world see Rachel Gibson; bright, unique, compassionate and with a perspective on the world that not many seventeen-year-olds have. This is a definition of me. I can think of this as a map to m y being, a window to my soul, or a record of my life. No matter which point of view I choose, every poem I have written contains a little piece of me, living and breathing in each line.My goal is to build understanding with my words. I amlooking to have an impact on issues of diversity which have shaped who Iam today. I want to help peopleUnderstandSee anothers viewLearn something newTo understand is to seeBeyond what you can seeTo know how Im feelingLook in my heartSpiritual healingRead between the lines andFind what you seekTo understand is to seeSee beyond meWelcome to my world.

5 Warning Signs You Should NOT Take The Job

5 Warning Signs You Should NOT Take The Job You’ve been looking for a long time and you’ve finally landed an interview. You think to yourself: This is the job. I have to get this job. And then it looks as though you might actually be hired. Trouble is, there are some red flags. Failure to spot these warning signs might result in you ending up right back where you started, looking for a job. Here are five things to watch for before accepting an offer, even when you’re desperate.1. Herky jerky interview processYou get called in, you interview, and then you don’t hear anything for weeks. Then maybe they call you in again, you do another interview, and†¦ radio silence. If your hiring process is this erratic- without some suitable explanation (some crisis at the company, or an unexpected leave of absence by your supervisor), then it’s time to ask yourself 1: whether you can be bothered being treated this way, and 2: what would it be like to actually work for a company that treated potential h ires this way? If you really really want the job, it’s okay to give them a second chance (though maybe not a third). Just keep your eyes open and your feelers out for other opportunities.2. They’re all about themThere’s a constant stream of requests. We need this from you. And we need that. First a writing sample, then a project on spec, then a statement, then a test. They don’t seem to have any respect for your effort or your time. You’re not given space to ask your interviewers any questions. Sound familiar? Run away.The interview process should be just as much about them recruiting you. If they start to get really demanding and ask for really in-depth work, suggest an hourly consulting rate for that work. Until you have a guarantee of employment, make sure you get paid.3. They’re shadyBy the end of the interview, you’re not sure exactly what your position entails, who you’d report to, what the compensation and benefits would be. You note a lack of any real leadership in the team, and you can’t discern any real structure. Most importantly, if you’ve asked questions and fewer than half of them have been answered to your satisfaction, that’s a sign of major disorganization, even chaos. Run away.4. They’re nosyYou start getting questions about your past position, your past salary, your personal financial details. None of this is really relevant to your potentially being hired. They only need to know what your target salary range is now. Nothing more. And even that you shouldn’t tell them until they’ve specified their range for the position first.5. They give you an ultimatumYou get an offer letter out of nowhere. First of all, that letter should really be a phone call or an email from the person you’ve been speaking with, suggesting they’re ready to make an offer and opening negotiations with you. And if they make it clear there will be no negotiation s (â€Å"We have a dozen other candidates who will take this offer as it stands†¦Ã¢â‚¬ ), then you should probably turn your back and wait for a company that will respect both you and the process of bringing a new employee on board.

Transportation in the Supply Chain Essay Example | Topics and Well Written Essays - 1000 words

Transportation in the Supply Chain - Essay Example For the paper, it is important to highlight that the paper is discussing on the concrete block s the product that is produced as well as sold by the company. It is important again to highlight that the company that does the production of the product is CRH Company. The company raw materials are imported from other companies outside the continent with very few areas that supply the company with the raw materials. It is considered very vital and quite in order to reiterate the fact that this company does the production exercise and supplies the products to the various branches that operate from the other ends of the world. These are located in the various countries in the world. This therefore vividly explains the concept of globalization as an adopted technique that the company has put into action as a way of combating the stiff completion from the other businesses (Dadashian, Shakibfar, & Fazel, 2007). It is important to highlight that the company faces very stiff competition from the other companies that produce similar products as the company. This has made the company to spend much on the product promotional measures and campaigns as well as establishing more branches all over the world. This is to enable the company to realize more sales. Some of the companies that pose great challenge to the company are; Bunco Company limited, Aisha Company limited, Genesee Company limited and finally Susana Company limited. All these produce similar product and they tend to engage the products in differentiation actions to make them attract customers to their products (Ilangkumaran, & Kumanan, 2009) In the diagrammatic representation of the supply, the chart below clearly gives the true operational picture and diagram of the company starting from the way in which the raw materials are received by the company, through processing to the supply of the products to the various wholesalers, retailers as well as

Evaluation of English Lit film Movie Review Example | Topics and Well Written Essays - 750 words - 2

Evaluation of English Lit film - Movie Review Example Black Death fabricates a trial of faith and determination between the murderous genuine devotees and a nearly similarly homicidal group of atheists. The audience will be torn between these two, and the film effectively does that. It provokes a feeling of difference and conflict. Every one of the cast endows adequate energy and life to their characters and roles. The chosen setting is ideal for the gloomy, threatening cinematography and form that excludes or prevents any shades or colors besides those that are already present in the setting’s natural environment in a damp marshland on a gloomy day. A portable camera and the realistic specifics of the setting contributed to the feeling that a film staff has one way or another visited the period of the plague using a time machine. The film attains its objectives of imitating an unenlightened, medieval Europe overflowing with pests, filth, and decaying bodies and a band of mercenaries prepared to destroy those who have the audacity not to be ill or infected by the terrible disease. It is a miserable, unhappy, dreadful period in human history and the so-called servants of God only contribute to the dilemma. Films based on the events during the medieval period, like Black Death, generally explore themes of faith and religious devotion, the concepts of morality, and the power of love, that successfully draw raw emotions from the audience. The film is quite thought-provoking and its originality is totally one of its strengths, since there are only a handful of movies that challenge such simple plot formation. The band of mercenaries under oath is generic, but seldom has this element been quite difficult to support and depicted in the barest conditions, being intimidated and marred by more than a sheer unfriendly e nvironment and adversaries, but with the disease itself hovering all around them. The character and presence of one of the leading

IMC Mix of the reformation (www.reformation.com) Essay

IMC Mix of the reformation (www.reformation.com) - Essay Example Reformation integrated marketing communications strategy has blended a variety of marketing innovation to enhance the promotion of their products to the consumers. Reformation integrated marketing communications strategy has integrated various promotion ideas in their website, thus engineering an eye catching web page. This has a positive influence on how the customers value Reformation products. Integrated marketing communications improved customers’ experience while shopping for commodities online. The integrated marketing communications set up informs and attracts existing and prospective customers into checking out the various product wares Reformation is offering. The purpose of integrated marketing communications is to communicate the right information to the right customers at a specific time (Caywood, PP. 323). Reformation has modified their online adverts into sections that appeal to different customers differently. The sections are divided in the form of gender, accessories and the different type of the clothing wares. Each of the sections is further differentiated to offer the customers with a wide variety of choices to compare and choose. Reformation has integrated social media in their marketing strategy thus forming a network for communication with the customers. Social media enables Reformation to get feedback from the customers about their reactions and opinions about their products. Social media gives consumers the chance to ask questions about any product they want to learn more about from the company. Reformation integrated marketing communications strategy has also incorporated a blog as a means of enhancing communication impact. The blog is mainly for creating an interactive online means to bond with different individuals in matters relating directly or indirectly to their products. The blog communicates on general things that are related to Reformation products. The blog initiates a topic on fashion related trends and other

Read instructions Essay Example | Topics and Well Written Essays - 500 words

Read instructions - Essay Example According to Jess Coleman, the main aim of according death penalty to convicts is to deter, control, and ultimately curb crime. However, he argues that whether death penalty has achieved its purpose is a point of discussion. He argues that any executions take place in a violent manner though the intention is usually honorable. He notes that no substantial evidence relates increased executions to reduced crime. Instead, he observes that there is a correlation  between increased executions and rise in crime in countries like China, Iran, Yemen, Sudan, Tunisia, Syria, Egypt, Iraq, North Korea, and Libya. In addition, he argues that ultimately what the death sentence achieves is death and not justice. Moreover, he notes that just like in any other policy, the society and the government is not ready to deal with the aftermath of the death penalty. As such, he argues that governments should look for better and ethical ways of holding criminals accountable than subjecting them to a death penalty (Coleman Web). Indeed, the author’s purpose is to refute the idea that death penalty is justified in the society. He uses trusted statistics to prove that death penalty barely reduces crime in the society. He seeks to point out the need to find out other avenues of seeking justice than convicting criminals to death. I agree with the author’s argument that death penalty do not deter crime. Actually, as he portrays in the data no substantial evidence relates increased executions to reduced crime. This is so because in many cases death penalties rise from failed legal process where convicts do not get a chance to defend themselves. Others rise from vengeance as states seek to silence citizens who oppose the government. At the same time, the offended person gets no justice when the offender dies. It would serve the victim better if the criminal takes responsibility than dying. Actually, two wrongs do not make

Article Essay Example | Topics and Well Written Essays - 1000 words

Article - Essay Example In this paper, an analysis of two articles about this biography will be done, with reference to the New York Times articles, can be considered to be the  effective  one  of the two. Janet Maslin’s article attempts to show the readers of Isaacson’s biography of Steve Jobs, that Jobs was not the nasty person that many of those who had been close to him considered him to be. She writes this article to an audience which is likely to be extremely supportive of Jobs, and which will likely be exceedingly hostile to those people who are critical of him. The purpose of Maslin’s article, therefore, is to celebrate Jobs’ life through the revelations made about him in his biography. One gathers that Maslin’s view of Jobs’ biography is highly supportive of Jobs, overlooking his faults and instead  mostly  considering  the positive aspects of his life. Maslin accomplishes her task remarkably well because she presents a Steve Jobs that was not o nly a famous man, but also a human being. The style used by Maslin in writing about Jobs’ biography leaves the reader, or audience, incredibly curious, and it is likely to encourage one to read it. The use of imagery is prevalent throughout the article, and each of the images that Maslin writes about can be considered to have a double meaning. ... It not only shows how his background helped develop his creative ability, but it also reveals those aspects of his life which made him stand out from other human beings. The positive tone of the article is also shown when one discusses Jobs’ personal life. While others would heavily criticize him for his abandonment of his illegitimate daughter, Lisa, Maslin redeems this image by stating that he later came to accept and support his daughter. The tone of the article can, therefore, be said to be positive in matters concerning both Job’s business life, and his personal life. There is extraordinarily little in the article to taint this image. The second article, by Fred Schruers, about Isaacson’s biography of Steve Jobs can be considered to be overly critical of the subject. It has for an audience who would like to see a balance between both the positive and negative aspects of Steve Jobs. Schruers criticizes the way that Isaacson wrote Jobs’ biography, stati ng that he got too close to the subject of the biography to be able to write objectively. Schruers suggests that since Isaacson was present throughout Jobs’ eventual illness, he shared too many personal moments with him, and this may have distorted his true opinion of him. The purpose of this article, therefore, is to reveal the weaknesses that are found in Steve Job’s biography. It can be said that it might even encourage a reader to study it with a pinch of salt. Schruers, in his article, also uses imagery as a way of stressing the points which he is trying to put across to his audience. At one point in the article, he states that it would have been unfair to ask Isaacson to play the role of Church Lady while interviewing

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Oil and Gas Exploration at ANWR - Assignment Example The major and new technologies that have led to an increase in oil drilling are the hydraulic fracturing technique and the horizontal drilling techniques. These technologies make it possible to drill oil, from tight shale rock formations. Cogswell, therefore, explains that these technologies will manage to increase the production of oil in the United States by approximately 30%.   However, there is a considerable debate on whether to allow offshore drilling in the United States. The issue of offshore drilling gained a wide media coverage when President Bush canceled an executive, issued by the then President in the year 1990. Furthermore, President Bush was calling for an increase in the oil drilling of the Arctic National Wildlife Refuge. There is a considerable debate that surrounds this issue, on whether to drill or not to drill oil in this region. President Obama is against the drilling of oil in the Arctic National Wildlife Refuge, citing the fact that it would lead to environ mental damage and pollution. On the other hand, President Bush was an avid supporter of drilling of oil in this region. His argument was that it would help in meeting the oil demands of the country. Despite the existence of this debate, this paper takes a stand that drilling of oil in the ANWR is harmful to the environment, and there is a need of regulating companies responsible for drilling oil in this region.  The problem and issue under consideration are that the drilling of oil in the ANWR is harmful to the environment of United States.

Article Essay Example | Topics and Well Written Essays - 1000 words

Article - Essay Example In this paper, an analysis of two articles about this biography will be done, with reference to the New York Times articles, can be considered to be the  effective  one  of the two. Janet Maslin’s article attempts to show the readers of Isaacson’s biography of Steve Jobs, that Jobs was not the nasty person that many of those who had been close to him considered him to be. She writes this article to an audience which is likely to be extremely supportive of Jobs, and which will likely be exceedingly hostile to those people who are critical of him. The purpose of Maslin’s article, therefore, is to celebrate Jobs’ life through the revelations made about him in his biography. One gathers that Maslin’s view of Jobs’ biography is highly supportive of Jobs, overlooking his faults and instead  mostly  considering  the positive aspects of his life. Maslin accomplishes her task remarkably well because she presents a Steve Jobs that was not o nly a famous man, but also a human being. The style used by Maslin in writing about Jobs’ biography leaves the reader, or audience, incredibly curious, and it is likely to encourage one to read it. The use of imagery is prevalent throughout the article, and each of the images that Maslin writes about can be considered to have a double meaning. ... It not only shows how his background helped develop his creative ability, but it also reveals those aspects of his life which made him stand out from other human beings. The positive tone of the article is also shown when one discusses Jobs’ personal life. While others would heavily criticize him for his abandonment of his illegitimate daughter, Lisa, Maslin redeems this image by stating that he later came to accept and support his daughter. The tone of the article can, therefore, be said to be positive in matters concerning both Job’s business life, and his personal life. There is extraordinarily little in the article to taint this image. The second article, by Fred Schruers, about Isaacson’s biography of Steve Jobs can be considered to be overly critical of the subject. It has for an audience who would like to see a balance between both the positive and negative aspects of Steve Jobs. Schruers criticizes the way that Isaacson wrote Jobs’ biography, stati ng that he got too close to the subject of the biography to be able to write objectively. Schruers suggests that since Isaacson was present throughout Jobs’ eventual illness, he shared too many personal moments with him, and this may have distorted his true opinion of him. The purpose of this article, therefore, is to reveal the weaknesses that are found in Steve Job’s biography. It can be said that it might even encourage a reader to study it with a pinch of salt. Schruers, in his article, also uses imagery as a way of stressing the points which he is trying to put across to his audience. At one point in the article, he states that it would have been unfair to ask Isaacson to play the role of Church Lady while interviewing

Essay type questions Example | Topics and Well Written Essays - 500 words

Type questions - Essay Example They provide their patients with consultation, education and research issues. Another scope of responsibilities is relevant to Certified Registered Nurse Anesthetist (CRNA), which are more focused on ambulatory care, surgical settings etc (Utley-Smith, Phillips, Turner, 2007). Therefore, nurses with a special graduate level nursing degree demonstrate a specialized knowledge. The Nurse Educator and Nurse Administrator were excluded from the list of advanced practice nurses, because the former is prepared at the master’s level or with a doctoral degree, while the second one is responsible for schedules of nurses’ practices and other administrative issues. These two professional categories of nurses are educated at the master’s and the doctoral level. There are many challenges in education of nurses nowadays. In spite of the fact that modern nurses have expanded educational programs there are many shortages in practical hours. Therefore, nurses are focused more on skills utilization and not skills acquisition (). There is a great a variety of pathways, but these two categories have different outcomes of their education. For example, the doctoral degree of nurses is more focused on scientific underpinnings. The Clinical Nurse Leaders are more considered about quality improvement of nursing systems and organizations. DNPs are more oriented to improvement and transformation of health care, while CNLs are involved in interprofessional collaboration (Reay, Golden-Biddle, Germann, 2003). The CNL and DNP reflect changes in health care. Thus, CNLs are operating at the micro level and provide with their help small groups of patients. The DNP provide care at the system level (Stolee, Hillier, Esbaugh, Griffiths, Borrie, 2006). They are looking for various decisions outside healthcare system, i.e. they are more open for transformations. There are three positive factors in the process of EBP implementation: therapy efficiency,