Triple Bottom Line Reporting on Corporate Sustainability

Triple Bottom Line Reporting on Corporate Sustainability In this paper we explore the concept of triple bottom line reporting and its use in gauging the level of corporate sustainability. The concept of triple bottom line reporting is shown to be effective in ensuring that the corporate sustainability concerns are addressed and business takes account of the outcomes. This is done using a review of relevant literature in order to point out the success factors as well as the threats that face TBL reporting programs. Introduction The contemporary corporate environment and culture has been steadily leaning towards the increasing need of higher levels of transparency and accountability in regard to public reporting as well as communication. This is a trend that demands for increased disclosure of the nature and level of corporate performance and engagements in matters of social-economic and environmental dimensions (G100 2003).In a nutshell, the public is in need of information regarding the level of sustainability in which various corporations engage in. In order to gauge the level of sustainability, it is important that a standard of reporting be adopted. Triple Bottom Line reporting is one of the techniques of reporting sustainability. The definition of TBL reporting A standard definition of triple bottom line reporting does not exist. This therefore means that no universally accepted definition exists. It can loosely be defined as the a form of corporate communication which engages stakeholders and holds the key to the corporations accepted approach to the management of social, economic and environmental dimensions via clearly instituted communication channel that provides information on the above mentioned three dimensions (G100 2003). The elements of social, economic and finally the environmental dimensions in an organization are what constitutes sustainability/sustainable development.TBL can therefore basically be used to refer to the official publication of social, economic and environmental information of a given business entity in a manner that is integrated to reflect both the activities as well as the results of a corporations performance on the basis of the three dimensions. The factors driving the general trend towards the adoption of TBL reporting There are quite a number of factors that are driving corporation towards the adoption of TBL reporting. Some of these factors are; mandatory requirements, the need to be consistent with the high level of public vigilance on the corporate code of behavior, and the increase in the level of stakeholder requirement for high level of transparency as well as results. The idea of Triple Bottom Line (TBL) reporting has in the previous years become progressively more stylish in organizations; consulting firms, investment firms, and also the NGOs extensively employ it in the management of their operations. The thought lies behind the TBL model is that a firms final can be gauged not merely by the customary financial end result, but again by its social, moral as well as ecological performance. For quite a long time, the majority individuals who are both in the corporate world and outside have come to an agreement that organizations are required by the stakeholders to perform their tasks responsibly. Firms are not capable of flourishing in the long run when they constantly ignore the interests of the main stakeholders. The evident uniqueness of TBL is lying in the contention of its supporters that the general accomplishment of responsibilities to the society, workers, clients, and suppliers ought to be calculated, reviewed and the information provided to the stakeholders the same way that the financial results of public corporations is being conducted. If we strongly believe that moral practices of the business and also social responsibility are significant purposes of corporate authority and administration, then we ought to accept the efforts to come up with tools that are capable of making much clearer to the administrators, shareholders besides the other stakeholders how well a corporation is performing in this regard. This paper looks at the usefulness of TBL, the advantages of socially responsible practices by the businesses, and the probable effectiveness of tools that are capable of being used to assess and report on performance. Triple bottom line reporting is making firms liable for not only economic and social effects but also for environmental results of doing businesses. Indeed it is an accepted accounting form for the nonprofit organizations and also the governmental organizations to demonstrate their dedication to corporate social responsibilities. To these firms, both the ecological and also social performance also significant the way financial performance is important. The concept of triple bottom line reporting was originally applied by John Elkington in the year 1995. He published a book concerning this topic in the year 1998. The book was entitled Cannibals with Forks: the Triple Bottom Line of 21st Century Business. Indeed, Triple bottom line reporting has got drive in all sectors and industries and not for the not for profit making organizations and also for government organizations as it has been presumed. As stated above, the term triple bottom line was supposedly invented by John Elkington in the year 1995 (Sarre Treuren 2001) despite the fact that it was not made popular until the book that he published became widespread in the year 1997. The Triple Bottom Line (TBL) is an idea that has got authorized imprimatur as a structure to give confidence to the organizational concerns regarding sustainability. Despite the fact that at first it was viewed as a mere idea or a method of thinking about sustainability, similar to the notion of corporate social responsibility, it has now become a device for both accounting and reporting. Other authors are arguing that Triple Bottom Line is essentially imperfect in the things it is offering, and besides, they are saying it is transmitted by proponents who are mainly uninformed of the other approaches that are in existence. The Function of Triple bottom line reporting Triple bottom line reporting needs the corporations to socially be responsible to both the shareholders and also to every stakeholder of the respective firms. Stakeholders usually entail all the shareholders, workers, clients, goods and services providers and any other person who is influenced by the events and proceedings of the business. It is demanding that a firm be liable for all the aspects of the business. The Benefits of Triple bottom line reporting The social feature of triple bottom line reporting is focusing on reasonable treatment of a firms human resources. in addition to the provision of a safe place of work and also reasonable salary for workers, being responsible socially involve performing responsible and helpful business practices in the community the surrounds the business. Triple bottom line reporting is requiring a corporation to be involved in sustainable ecological activities. Corporations and firms ought to put great efforts to conserve the surroundings, or to significantly minimize the harm that they are inflicting on to the surroundings. A corporation using triple bottom line reporting is capable of managing the utilization of energy, minimizes waste, recycles resources and also shuns the production of very dangerous substances like chemicals and weapons. The Significance of Triple bottom line reporting When a business appears to be both socially and environmentally responsible to its clients, it will be capable of maximizing the profits that it is making. It is very common situation to see many companies making headlines because of being involved in accounting scandals, giving their workers very unjust salaries, unsafe work conditions and prejudice. All these reports are affecting the reputation of the firms that are involved besides their goodwill, thereby resulting into the lost of many revenues. Also, focusing on more things just profits can help a company open market potential that was unattainable before. Companies may also lose market share to other competing businesses that are utilizing triple bottom line reporting because they appear more socially responsible to consumers. TBL is capable of making a firm to reach the untapped market. Indeed TBL firms are capable of finding niches that are financially profitable, and which were previously missed by the firms when their driving force was money only. TBL is capable of developing highly profitable ways to aid the NGOs that are in existence with their missions like fundraisings, getting to the customers, or generating networking opportunities with other numerous NGOs.It is also capable of providing goods and services which will be of great use to the populations that are languishing in poverty. It is capable of making businesses to become familiar with new business ventures. Due to the fact that numerous business opportunities are coming up in the sphere of social entrepreneurship, the businesses that are having hopes of reaching this growing market have to prepare themselves of being profitable financially, socially helpful and economically sustainable or else they will not be able to compete with the firms which are not designing themselves that way. For instance, just trade and ethical Trade firms need moral and sustainable practices from every supplier providing them with goods and services. Any businesses that are having plans of working with the firms that are dealing in just Trade or moral Trade have to design the models of their business to become TBL. Firms usually issue TBL reports mainly for two purposes: to meet the demands of the investors and also to be recognized for the actions that the firms do. For instance, firms like Shell and Nike have in the past applied this kind of reporting to enable them restore the reputations of their firms after having received negative exposure for inefficient ecological and social decisions Tschopp (2003) Firms are usually being scrutinized both by the media coverage and public watchdog groups. It is an undeniable fact that the individuals who are capable of ensuring that their firms have good reputations in environmental conservation and social policies will have to succeed. Those ignoring responsibilities as such will probably fail Tschopp (2003) Firms are also capable of getting financial advantages from TBL reporting. The firms will be able to get attention from the new investors. Similarly, they will trap new employees as they maintain their current workers. TBL reporting permits transparency of a firms environmental and social undertakings, limitations, and goals of the years to come. Firms that are striving for success are capable of meeting eligibility standards and they can be members of some environmental and social funds. When the firms fail to achieve the requirements, their stock performance can be hindered (Tschopp 2003). Triple bottom reporting has been shown to have several benefits. The first on is that it improves the reputation of an organization. It also has a positive influence on the brand name of the firm as well as its products. The reputation of a corporation is a function of the manner in which it is perceived by the stakeholders. Having an effective method of communicating with the stakeholders on the social, economic and environmental dimensions can act very well in changing the perceptions of the stakeholders and in the process improving the reputation of the corporation. The other benefits of TBL reporting are that it aids the corporation to openly operate in the society. In this context, it acts as a sort of a license to enable the business to operate freely by the virtue of the support, acceptance and acknowledgement that it receives from the stakeholders. The transparency in communication and accountability in actions are what makes it possible for the corporations to be granted the license to operate. The rest are outlined below Through the integration of sustainability into the business models and thinking, firms are capable of realizing these seven bottom line benefits: It will be very easy to hire the best employees. Researchers are estimating that the highly significant corporate resource after 20 years for any organization is usually talented workers. Majority of them usually pay great concentration to corporate social responsibilities and also to the environmental behavior of the firms for which they are working. TBL results into greater withholding of the top talents. It is very challenging for firms to keep their most talented and most skilled workers in the present market that is characterized by a lot of competition. Studies are however showing that the skilled workers usually tend to continue staying with a firm when they are having meaningful work. TBL is also capable of maximizing the productivity of the workers. There is a big connection that exists between important job and productivity. The managers of organizations should involve the whole firm in sustainable growth goals such as zero emissions, independent energy production, and no d isposal of waste and helping in the conservation of environment, the firm will get much more back from the workers. Enhancement of reputation and brand Efficient communication with the shareholders and also the stakeholders on one or more dimensions of TBL is capable of playing a significant role in the management of the perceptions of the stakeholders. This will not only protect but also enhance the corporate reputation of the firms. Securing a social license to operate Having a good reputation, the members of the community and the stakeholders will strongly support the operations of the organization. The surrounding communities will probably provide more support to the firms because they are communicating openly and besides, they are honest about the performance of the firms in relation to environment factors, social factors and also to economic factors. Attraction and retention of high caliber employees Through the publication of the information regarding TBL, the information is capable of playing a significant role in positioning the employer as the employer to work with. This is capable of enhancing worker loyalty, reducing turnover and also capable of attracting skilled workers. Reduced risk profile During TBLs reporting, firms usually indicate their obligation to minimize risk. This usually takes place during the times of growing legal action, where owed diligence is capable of being established and a firm comes up with risks, the risks can be managed better. Consecutively this is capable of advancing the relations of the stakeholder and hence makes it simpler to draw investment capital and consequently positively influence the price of the shares. Identification of potential cost savings TBL reporting is involving the assortment and scrutiny of information on resource, the usage of materials and the evaluation of business processes. This is capable of actually helping the firms to identify the opportunities that are present for savings of costs through effective and efficient allocation of both resources and materials.TBL is accompanied by minimized expenses at the commercial sites .numerous unnecessary waste usually happen at the non-manufacturing areas. Through the employment of more sensible handling of wastes, effectiveness of energy, conservation of water and naturalized landscaping (Ann 2003) Reduced risk, easier financing Firms that are showing both the environmental and social responsibility always is likely to be seen as less dangerous. That is capable of translating into the avoidance of cost, minimized insurance premiums, minimized official and regulatory costs, and evasion of missing revenue from customer crusader actions (Ann 2003). The desirable qualities of a TBL report. A good TBL report has the following qualities and characteristics. Reliable- a good TBL report should be accurate and should provide information that is true regarding the activities as well as performance of a given corporation. The report should be useful meaning that the information contained should have a high level of relevance to the stakeholders (both internal and external ) the information should be relevant to the corporate decision making process. The TBL report should exercise and exhibit full disclosure meaning that the content should have open explanations. The report should be reproducible in order to allow for the ongoing publishing of the information contained for the purpose of reporting in the future. The report should have a high level of auditability. This means that the report should be having the quality of being able to be verified externally (G100 2003). The challenges that affect the use of TBL reporting Angela Lewis Consulting (n.d) pointed out that the two main problems facing the use of TBL reporting are that it lacks a universal method of gauging/measuring its success. The implication of this is that there is no social, economic, environmental or ethical equivalents of assets, liabilities, equity, expenses and revenue. The other one is that there is no numerical method of accurately describing consumer, environmental or community benefits. Rafiq (2010) pointed out that the other challenges to TLB reporting are informal corporate culture, lack of understanding by the top management, lack of human resources capacity, Lack of support from the government and other development agencies, resistance by privately listed firms to reveal their financial information, resource constraints that affect SMEs and a general lack of public service orientation. Conclusion Despite the challenges affecting TBL reporting, extant literature reveal that it is indeed a success since it has its benefits outweighing the challenges. It is therefore crucial that all firms embrace TBL reporting since it pays to be social responsible. . Referencing Angel Lewis Consulting,n.d. The Triple Bottom Line Explained: http://www.angelalewis.com.au/publ/The%20Triple%20Bottom%20Line%20Explained.pdf Anne,P, A. 2003. The Sustainability Advantage: Seven Business Case Benefits of a Triple Bottom Line. (Book Review).CMA management. John Elkington,J. 1997 Cannibals With Forks: The Triple. Bottom Line of 21st Century Business. Capstone,. Oxford,402 pp. ISBN 1-900961-27-X G 100, 2003.Sustainability:A guide to triple bottom reporting http://www.group100.com.au/publications/G100_guide-tbl-reporting2003.pdf Rafiq, M .2010. Major Challenges for TBL Reporting in Pakistan http://www.tbl.com.pk/major-challenges-for-tbl-reporting-in-pakistan/ Sarre, R. Treuren, G. 2001. The triple bottom line: balancing social, environmental and financial outcomes in business (paper prepared for the South Australian Business Vision 2010) (on-line resource) http://business.unisa.edu.au/cae/tbl/tbldownloadables/sabv2010fin.rtf [accessed 26 February 2004]. Tschopp, D. 2003. Its Time for Triple Bottom Line Accounting. The CPA Journal. 73(12): 11.

Radisson Blu Methodology

The capacity of the hotel is 188 different types of rooms (economy, business class). Also, the toll offers the opportunity for business meetings or special events in the 9 meeting rooms including help of coordinator and personalized menus. These 9 meeting rooms are capable to accommodate up to 220 people. The Radiations Blue Elmsford Hotel cooperates with three other service enterprises: restaurant Ever Gusto that serves Italian cuisine, Sunshine Piano Bar which offers various selections of cocktails and Casino Labor.The Radiations Blue Elmsford Hotel enterprise offers facilities such as 1 2-hour room service, free high-speed wireless internet, sauna and car parking. Nightly rates in Radiations Blue Elmsford Hotel are from 876 DECK (1 17 EURO). 2 The purpose of this project is to analyze what problems Radiations Blue Elmsford Hotel is encountering and be able to conclude with reliable solutions. In this project we are going to focus on two main topics: service delivery system and cus tomer's satisfaction as they are inherent from each other. We will use both primary and secondary data.The primary data consists of information from questioners that We asked visitors of Radiations Blue Elmsford Hotel to answer. The secondary data will be based on reliable books, customer's reviews and official weapon of the hotel. Also we will use two theoretical frameworks in order to make our project valid and make an objective conclusion. The first one will be SMS model (service management system model), which consists of five elements: market segment, service concept, service delivery system, image and culture and philosophy.Precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The second model is The Gap Model. Main purpose of using this model is that it is orientated directly on customer Hotels in Denmark 2014, available from: http://www. Radiation's. Com/hotels/ mark, accessed on 16 of Decembe r RADIATIONS BLUE ELMSFORD, LABOR 2014, available from: http www. Radiation's. Com/hotel-labor accessed on 1 7 of December 3 satisfaction. We will take a closer look on all the possible areas where problem could be at by analyzing each area with five gaps.Finally, we conducted anonymous survey among hotel clients as we tried being close in contact With the one decision maker – the guests – providers of reliable information. In our project we decided to balance the value of primary and secondary outcome data to prove we took in consideration every possible aspect of customer satisfaction. Therefore we decided to take in consideration customer ‘ s reviews on page www†. Trapdoors. Com considering this page as a reliable source. Applying critical thinking by evaluating customer satisfaction was essential for us.The reason why our project is going to be based mostly on secondary data is the flexibility of it. All data that is going to be used in our project will be specified at the end of it. We chose to write our project about Radiations Blue Elmsford Hotel in Labor because we found this topic interesting. We want to find out how it is possible that four-star grand chain hotel can have so many complaints. And also, we think that this issue is relevantly serious because it is important that customers expectations would be similar to what hotel can actually provide. 2.Delimitation As a part of our delimitation we delimiter ourselves from doing qualitative research with the management of the hotel as We did not get the opportunity to talk to the manager of the Radiations Blue Elmsford Hotel, as the topic of our project is mostly about customers complains, we understand that the manager was not interested and did not give us an opportunity to interview him. We delimiter ourselves from budgeting how much the renovation and Seibel changes would cost Radiations Blue Elmsford Hotel. It is not possible for us to calculate possible budget in this s tage as we are not in direct contact with the management of the hotel.Other fact is the prices for materials and labors are also unknown for us. 3. Problem area We were interested to find out what is the reputation and how does Radiations Blue Elmsford hotel deal with the customers. According to the reviews that we managed to find on the weapon www. Trapdoors. Com the hotel had 1 80 reviews and in only 50 visitors rated the hotel as â€Å"Excellent† (1 1 travelers) Very good† (40 travelers). This gives us information that only 4 28. 33% of actual customers that rated the hotel were satisfied with the provided service. The most of visitors rated hotel as â€Å"Average† (76 travelers) which is 42. 2% and the part that made us focus on service delivery system and customer satisfaction in this hotel was the number of people that rated hotel as â€Å"Poor' (39 travelers) or â€Å"Terrible† (14 travelers) which also gives approximately 29,44% of unsatisfied cus tomers. Despite the fact that it is a famous chain hotel, which is represented as a luxurious hotel, it has a lot Of complaints. The most common complaint is that the Radiations Blue Limned Hotel is old and due to that customers are experiencing sleeping pattern disorders because of noises. The hotel from outside looks renewed, but inside it needs capital renovation.For example, as Hotel is next to the famous street Comfort Anne Gad with all bars and clubs of Labor city, guests can hear everything through old, non-sound proof windows. Another complaint would be related to service delivery system. Customers are complaining about the staff and its attitude to hotel's guests. They are complaining that employees are rude, impolite and that they do not perform heir job. And other very common complaint was the price. Most of the customers that rated Radiations on BMW. Trapdoors. Com said that the price does not match with the service that hotel actually provides. Our goal is to find the s olution how Radiations Blue Elmsford Hotel could improve their service delivery system and manage to match the expectations of their customers to what they actually receive after visiting the hotel. 4. Research questions In Order to keep our project well coherent, we will develop three research questions, on which will be based our whole report and which we will answer later. 1. What are guest complaining in Radiations Blue Elmsford Hotel in Labor? 2. Why are customers of the Radiations Blue Elmsford Hotel in Labor complaining? 3.How should the service delivery system be improved in Radiations Blue Limited Hotel in Labor in order to reduce guest complaints? Radiations Blue Limited Hotel, Labor 2014, available from: http:// www. Trapdoors. Co. UK/Hotel_Review-g189529d206747-Reviews- accessed on 18 of December 5 5. Methodology As already mentioned before, in this project the main focus will be on service delivery system and customers satisfaction. Our main goal is to represent the Rad iations Blue Elmsford Hotel in Labor by using primary and secondary data and two theoretical frameworks.Furthermore, based on our gathered information we are going to analyze what exactly customers are complaining about. And finally we will try to make a solution of which the hotel could benefit. We will concentrate on service delivery system and how it should be improved. Theoretical Frameworks In this project we are going to use two theoretical frameworks. The first one is Service Management Model (SMS model), which will help us to represent precisely the Radiations Blue Elmsford Hotel in Labor and also present what toll has to offer to their potential customers.The second one is GAP model – Diagnosing Failure Gaps in Service Quality. By using Knowledge Gap, Standards Gap, Delivery Gap, Communications Gap we will be able to diagnose where is the main problem and it will help us to conclude with reasonable solution. 4 5. 1 SMS Model The SMS model (service management system m odel) has the character of a system consisting of components and emphasizing the relations among them. 5 Thus now we are going to use SMS model, which consists from five elements: service concept, service delivery system, market segment, image ND culture and philosophy.Precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The market segment Radiations Blue Limited hotel does not have a precise market segment. However, according to www. Trapdoors. Com, 96 customers was visiting hotel for business purpose, which is 53% of all 180 reviews. Besides, in the official website of the hotel it is emphasized that there are available rooms for business conferences. So, we can make a conclusion, that the common guests in hotel are business travelers.Nevertheless, families, couples and people who travels alone, also chose Radiations Blue Limned hotel. 4 4th edition Services Marketing -? page 327-328 , Diagnosing F ailure Gaps in Service Quality 2nd edition Service management: Strategy and leadership in service business – page 58-60, SERVICE MANAGEMENT SYSTEM 6 The location of the hotel is very convenient as it is located in the city center, where customers can use public transport. Besides, Labor train station is 750 meters away and Labor airport is 6 kilometers away, which says that market segment focuses not only on local visitors, but on foreign as well.Radiations Blue Elmsford hotel is a part of Radiations Hotel Group, which makes the enterprise of hotel to be the part of international group. 6 Speaking about customers visiting enterprise, they are expecting what hotel says it can provide. However, Radiations Blue Elmsford hotel does not meet customer's expectations and that is way hotel has complaints. The service concept The service concept often consists of a complex set of values, where some products are more important and may be called core services, while others are periphera l.Also there are both tangible and intangible services, which is he reason why often it is difficult to specify them in concrete form. The service enterprise Radiations Blue Elmsford hotel sells the rent of the rooms, food and drinks at the restaurant ‘Ever Gusto†, play of the games (e. G. Blackjack, poker) at the â€Å"Casino Labor† and other hotel facilities, such as wireless internet, room service or sauna. All of these services are intangible, except food and drinks at the restaurant. The core product in Radiations Blue Limned hotel is the rent of the rooms. This is the most common service that customers of the hotel buy.Meanwhile customer's interaction with other customers can be seen waiting in the line in reception, playing games in casino and eating at the restaurant. In conclusion, customer's copulation operates through complaints, reviews, recommendations and interaction with other customers. The service delivery System Service delivery system depends fr om three subcomponents: personnel, client and technology and physical support. Service organizations are personality-intensive, which means they are focusing on developing human resources.Client plays and complex role in the service 7 5th edition Marketing for hospitality and tourism – page 231, What Is A Product? 8 organization, since he not only receives and consumes the service but also serves as a component in Its production and delivery. Thus, in a service business, clients must be selected and managed as carefully as employees. Finally, services almost always involve social interactions and physical tools are critical to the functioning of such interactive systems. It is difficult to describe this part due to it is the biggest problem in Radiations Blue Elmsford hotel.In this part we will describe how hotel is represented in the official website of the hotel. Physical evidence and technology plays a big role as it is grand chain hotel. Exterior of the hotel is good-look ing, but interior needs renovation. However, hotel from the inside on the official website looks attractive as well. Customers claims (www. Trapdoors. Com), that in certain rooms smell is not pleasant and because of the street Comfort Anne Gad it is noisy during the nights. On the website it is emphasized, that rooms are modern. Also it states that room services are available 12 hours per day.Service delivery system does not meet needs and expectations expressed by the customers. Customers interact with service delivery system while ordering the room, buying food and drinks, during check in and check out and during room services. However, guests are complaining about employees. It means that personnel have a lack of knowledge how to deliver sciences, when there should work well-trained employees. The image The image mainly depends on what company actually provides and who the customers actually are. Although, deviating from current reality, image can be used as toll for the creation of a new reality.Radiations Hotel Group has a good reputation worldwide, however it's part Radiations Blue Limited does not have a positive opinion from the customers ho has visited this hotel. Considering all information on official website, we think that this hotel is presented as luxurious grand chain hotel and this image is attempted to be establish in the market. Logo of this hotel says â€Å"Radiations Blue, Hotels & resorts†. â€Å"Radiations† is the name of the founder of this group. â€Å"Hotels & resorts† is the name of one of the brands that Radiations group owns. And â€Å"Elmsford† is the name of the fjord that is next to the hotel. The weapon Of Radiations Blue Elmsford hotel is well-design, it is easy to use. There is provided all information about hotel (e. G. Rooms, services, history ND price), where guests can search for 8 Radiations History 2014, available from: http://www. W. Radiations. Com/section/ about. Story/about. Sidemen, acces sed on 1 2 of December 9 other Radiations Blue hotels as well. The service enterprise wants their customers to recognize them. And it is already achieved – Radiations Blue operates more than 230 hotels in the whole world and it is worldwide known group.The culture and philosophy The efficiency of the service organization depends on its culture and philosophy, which shape and rejuvenate the very values and ethos on which the company thrives. The main value for Radiations Blue Elmsford hotel is customer satisfaction. As already mentioned in our project, Radiations Blue Limned Hotel is a part of Resized Hotel group, which is working with â€Å"Yes Can! † special customer satisfaction pogrom since 1995. It is a core service philosophy, reflecting and powering commitment to always offer alternatives taking in to consideration guests, supplies, personnel and community.This programmer is applied to all Resized groups and it is a tradition of innovative and contemporary servic e concepts, based on customer needs. 9 5. 2 GAP model In order to explain the GAP model itself, it is easier to start with defining and explaining the basic knowledge needed to successfully understand the model. The main purpose of GAP model is to define the service quality that is provided by certain company or organization towards their customers or clients. Logically we should start with explain what the quality and service quality is.There are many definitions of what service quality is, so in this case we decided to not stick with only one but many other theories of different researchers and scientists as we think it suits for our project the most. Many scientists and researchers are trying to develop certain definition of service quality and service perspective. Gar ¶morons presented his research about service quality which focuses on a model that is a comparison between customer expectations of the service and their experience of the service they have received before. This model is named â€Å"total perceived service quality'.He puts the main focus on what customer is really looking for and what they evaluate, the service quality is 9 OUR CULTURE 201 3, available from: http://move. Resized. Com/ accessed on 1 7 of December 10 based on two dimensions. The first dimension is the technical quality and this dimension refers to the outcome, what is delivered or what the customer test from the service. The next dimension is the functional quality which refers to the manner in which the service is delivered or how it is delivered. Both dimensions affect the corporate image and the perception of quality in various ways.

Rolfe Reflective Model - Nursing Essay - Free Essay Example

Sample details Pages: 5 Words: 1642 Downloads: 3 Date added: 2017/06/26 Category Medicine Essay Type Analytical essay Did you like this example? Reflective essay on a case scenario Rolfe reflective model This reflective essay will adopt Rolfes model of reflection, (Rolfe, G et al. 2001) which was derived from Bortons developmental model. (Boyd E et al. 1983) The scenario is presented as Appendix 1 and the patient has been anonymised as Lee in accordance with the NMC guidelines (NMC 2008) What? When analysed in overview, one can note that the main issues contained in this scenario are that a schizophrenic patient, who may therefore be psychotic, who is certainly confused due to his metabolic disturbances (hyponatraemia) and possibly idiopathic confusion, has made an allegation of physical assault against another staff member. The patient is also forgetful and the event happened three days ago. Clearly the incident cannot be confidently verified at this stage and there is a question as to whether the patient is reliable in making this allegation. Analysis revolves around my reflection on the actions that I took and whether they could be considered appropriate or capable of improvement. My role in the situation was that I was the recipient of the allegation. Having heard the allegation, I tried to make sense of it. On the one hand I was aware of the seriousness of the allegation if it were true, and therefore I was also aware of the potential harm that an untrue allegati on could cause to the professional integrity of the ‘Special‘ who was involved. I was obviously aware of Lees potential for confusion and psychosis, but I was also impressed by the apparent veracity of his recollection and also by the fact that he started to cry when he was recounting it. (Nicol M N et al. 2004) On balance, I did believe his account of the situation. I therefore felt that I had a moral and professional duty to escalate the complaint to the Senior Ward Sister. After a period of discussion with the Ward Sister, I filled in an Incident Report Form (IR1), which was then forwarded to the hospital management. After the event, I experienced a period of prolonged self-examination. I was concerned in case I had inadvertently been party to a false allegation and considered further the consequences for the ‘Special involved. After a period of intense reflection, I concluded that I was right to take the action that I did, both because of my professional duty to ‘do my best for the patient but also because I was acting as the patients advocate in these circumstances, which seemed entirely appropriate. (Brooke C et al. 2007) The response of the Ward Sister seemed entirely appropriate. I believe that she went and spoke to Lee herself and determined that there was sufficient evidence to make the reporting of the incident (IR1) appropriate. This reassured me greatly. The Ward Sister also discussed the ethics and implications of the situation with me, which was both professionally helpful and considerate, as she could see that I was unclear about what I should do in these circumstances. In any reflective process, one also has to consider the feelings of the patient. In this case Lee did appear to be pleased that he was being taken seriously, but his fluctuating lucidity meant that further questioning did not clarify the situation any further. He certainly appeared to be pleased when he was told that the ‘special would n ot be assigned to him again. Don’t waste time! Our writers will create an original "Rolfe Reflective Model Nursing Essay" essay for you Create order So what? The theoretical elements of the analysis of this situation are straightforward. Jasper, in his erudite series of analyses (Jasper M 2007), acknowledges that part of the responsibility of being a professional practitioner is to ensure that you give the best care possible to your patients or clients. In an analysis of a similar situation, the author is unequivocal in his assessment that the professional duty of the nurse is to share such reports of possible patient abuse with their immediate superior. Even if the patient is ‘of reduced capacity or ‘of questionable reliability (Jasper M 2007 Pg 36), they should therefore considered ‘vulnerable in the professional sense, and offered greater, not less, protection. An ethical analysis would suggest that the nurse should invoke the Principle of Non-Malificence, which was derived from the often quoted dictum of Hippocrates, which stated that one should â€Å"first do no harm†. (Carrick P 2000). This Principle st ated that healthcare professionals must ensure that their patients are not harmed, nor will come to harm. (van Uffelen J G Z et al. 2008). I did consider the possibility of speaking to the ‘Special in an unofficial capacity, but came to the conclusion, that there was nothing that they could say which would change the proper course of action. This concurs with the opinion of Tschudin who analyses a number of similar situations. (Tschudin, V 2003). This level of analysis gave me a deeper insight into the situation and reinforced my initial conclusions relating to the proper and appropriate course of action. Now what? Given the fact that Lee had reported a possible episode of abuse, it seems entirely appropriate that it would be properly investigated. The action of the Sister in removing the ‘Special from caring for Lee also seemed appropriate and proportionate. It may have been considered more appropriate to suspend the ‘Special from work, but in circumstances when one is dealing with a confused and psychotic patient and there is a significant element of uncertainty about the veracity of the allegations, this might be considered inappropriate and unduly prejudicial to the ‘Special. (McMillan J 2005) At the time of the reporting of the incident, I apologised to Lee myself and reassured him that such a situation would not be allowed to occur again. I feel that this was also a professionally appropriate course of action, as it not only communicated a professional sense of responsibility to Lee, but also it demonstrated the fact that I was taking his complaint seriously and was sorry that it had happened. (Kozier, B et al. 2008) When analysed in overview, I effectively had two possible potential outcomes of the situation. Either I believed that Lee‘s story was probably true, or I didnt. This gives rise to a deeper analysis and, in the words of Cruess Cruess, the evolution of a student into an expert practitioner is judged by the ability to operate from a deep and holistic understanding of the total situation, a concept that is often referred to as ‘professional intuition. (Baillie L 2005). Cruess et al. suggest that this ‘professional intuition is better considered as ‘professional expertise, which is generally built up and gained over years of experience and which, when tested in the clinical environment, can become an altogether more robust concept. (Cruess S R et al. 2007). Reflection on this situation, together with the guidance received from the Ward Sister, has helped me to fully understand the main elements of this situa tion. If I were to encounter such a situation again I would feel more confident in dealing with the situation rather than having to reflect at length after the event. Such analysis has helped me to realise that, to cite Schon, it is one of the ways professionals evolve and move beyond rule-bound behaviour and which enables them to function in a world of uncertainty and see problems in a holistic way and act appropriately. (Schà ¶n, D A (1987) Appendix Scenario: A 78 year old gentleman called Lee was admitted to my Ward with schizophrenia and other medical conditions, one of which includes confusion and hyponatremia. It has been explained to the patient and his next of kin that due to the dangerously low sodium level Lee is on a fluid restriction of 750 mls per day, however due to the patients mental statue, he constantly demands fluids and if not given he will start screaming and disturb other patient and can be very aggressive a time. For this reason the Senior Sister requested a special in order to provide a one to one care for Lee. I supported the patient with personal hygiene care one morning, Lee began to cry, when I asked what is the matter Lee? he said, three days ago a special slapped my arm and pinched me. And he said I was waiting for her to finish her shift to inform a staff nurse, by then I had forgotten. I hope when my son will visit me, I will remember to tell him what has happened. I reassured him that this will not h appen again and I also apologised on her behalf and told Lee that particular specialist will not be caring for him any more. I reported the incident to the Ward Senior Sister and together we filled in an Incident Report Form (IR1). References Boyd E Fales A (1983) reflective learning: the key to learning from experience. Journal of Humanistic Psychology, 23 (2): 99-117 Brooke C; Waugh A Eds (2007) Foundations of Nursing Practice, Fundamentals of Holistic Care. Lond Mosby Elsevier. Carrick P (2000) Medical Ethics in the Ancient World. Georgetown University press : Philadelphia Jasper M. (2007) Professional Development, Reflection and Decision – Making. Blackwell Publishing, Singapore. Kozier, B, et al. (2008) Fundamentals of Nursing: Concepts, Process and Practice. Harlow: Pearson Education. Nicol M N, Bavin B C, Bedford-Turner S B, Cronin P C Rawlings-Anderson K R (2004) â€Å"Essential Nursing Skills† 2nd ed. Churchill Livingstone, Mosby NMC (2008) Nurse Midwifery Council: Code of professional conduct: Standards for conduct, performance and Ethics (2008) London : Chatto Windus 2008 Rolfe, G., Freshwater, D., Jasper, M. (2001). Critical Reflection in Nursing and the Helping Professio ns: a Users Guide. Basingstoke: Palgrave Macmillan. Schà ¶n, D A: (1987), Educating the Reflective Practitioner: Toward a New Design for Teaching and Learning in the Professions, Jossey-Bass Publishers, San Francisco. Tschudin, V (2003). Ethics in Nursing: the caring relationship (3rd ed.). Edinburgh: Butterworth-Heinemann. van Uffelen J G Z, Chinapaw M J M, van Mechelen W, Hopman-Rock M (2008) Walking or vitamin B for cognition in older adults with mild cognitive impairment? A randomised controlled trial. British Journal of Sports Medicine 2008; 42 : 344 351

Essay on The Civil War - 1300 Words

The growing decline in morale and suffrage on the Confederate home front eventually led to its collapse between 1864 and 1865. Seeing as it was the main arena for combat during the Civil War, the south felt many effects from the war (N). The prolonged war ultimately led to an economic decline and lack of resources in the Confederacy along with a negative sentiment among southerners (N). Due to the internal demise, the Confederacy could not carry on a war without the support of its home front. Beginning with the onset of the war, differences between the northern and southern economies and resources proved to be detrimental to the Confederacy (N). The north contained the majority of the factories, iron works, and railroads in the†¦show more content†¦All these measures to obtain financial support for the war led to inflation and worthless Confederate currency (N). The combination of the inability to transfer goods and the Confederate strategy to gain financial support prov ed unfavorable to the home front (N). In the south, food became scarce and costly for people (N). In addition, soldiers in the field also began to face a scarcity of food (N). Hunger and starvation spread along the home front and people became angered with the Confederate government and its inability to provide resources (N). Soldiers began to learn of the situation at home and this hindered their effectiveness in the field (N). A lack of morale emerged among both the home front and its soldiers (N). In addition to the food shortages, the southern home front was confronted with other strife. In order to maintain the effectiveness of the military, the Confederate government commenced to confiscating possessions from the home front (N). Southerners already lacking the resources required to survive, also faced the destruction and pillaging of both Confederate and Union forces (N). The burning of homes along with crops became an everyday occurrence for southerners and this led t o an additional loss of morale and lack of support for the war (N). Economically the Confederacy was collapsing, but militarily the Confederacy also faced demise.Show MoreRelatedThe War Of The Civil War921 Words   |  4 PagesThere are no doubts that acts of war can have a negative impact on the individuals involved. There are countless stories of the soldiers’ experiences in the war, and how it affected their lives, families, and attitudes. However, there is a large demographic that is hardly accounted for: children, specifically during the Civil War era. 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