Experimental learning Essay

The group chosen is â€Å"B†. It has to do with Experimental learning (Constructivism). As the name suggests, experiential learning involves learning from experience. It builds a â€Å"bridge† from the known to the new by taking the learner’s perceptions and experiences as the point of departure for the learning process. The theory was proposed by psychologist David Kolb. According to Kolb, this type of learning can be defined as â€Å"the process whereby knowledge is created through the transformation of experience. Knowledge results from the combinations of grasping and transforming experience. † The experiential theory emphasizes how experiences, including cognitions, environmental factors, and emotions influence the learning process. In this model the teacher is seen as a learner among learners, his/her role is to facilitate the learning process and the students have an active participation (largely in collaborative small groups). This model puts the emphases on the process (learning skills, self-inquiry, social and communicative skills) and the learner (self-directed learning). Its motivation is mainly intrinsic and the evaluation is process-orientated (reflection on process, self-assessment; criterion-referencing) According to the view of knowledge, is a personal knowledge construction and identification of problem. The curriculum is dynamic; with looser organization of subject matter, including open parts and integration. Group B: Comprehensible input: Comprehensible input means that students should be able to understand the essence of what is being said or presented to them. This does not mean, however, that teachers must use only words students understand. In fact, instruction can be incomprehensible even when students know all of the words. Students learn a new language best when they receive input that is just a bit more difficult than they can easily understand. In other words, students may understand most, but not all, words the teacher is using. Making teacher talk comprehensible to students goes beyond the choice of vocabulary and involves presentation of background and context, explanation and rewording of unclear content, and the use of effective techniques such as graphic organizers. By using context or visual cues, or by asking for clarification, students enhance their knowledge of English. When input is comprehensible, students understand most aspects of what is required for learning, and the learning experience pushes them to greater understanding. Scaffolding and ZPD: â€Å"The Zone of Proximal Development is the distance between what children can do by themselves and the next learning that they can be helped to achieve with competent assistance† The scaffolding teaching strategy provides individualized support based on the learner’s ZPD. The scaffolds facilitate a student’s ability to build on prior knowledge and internalize new information. The activities provided in scaffolding instruction are just beyond the level of what the learner can do alone. The more capable other provides the scaffolds so that the learner can accomplish (with assistance) the tasks that he or she could otherwise not complete, thus helping the learner through the ZPD. Vygotsky defined scaffolding instruction as the â€Å"role of teachers and others in supporting the learner’s development and providing support structures to get to that next stage or level. Play in the classroom: Cook points out that language play includes mimicry and repetition, the explicit discussion of rules and the linking for â€Å"form-driven rather than meaning –driven behaviour†. Play and language play is often a collaborative affair, playful mislabelling and puns often generated extended repair sequences that could be seen as informal â€Å"language lessons† focused on formal aspects of language. Finally, as Cook has pointed out, humour and playful activities occupy large amounts of our real-life existence. The formulaic jokes and dialogue of much ELT may be extremely useful for student language development. Focus on form: It occurs when students direct their conscious attention to some feature of the language, such as verb tense, a new word or structure) It can happen at any stage of a learning sequence as the result of intervention by the teacher, or because students themselves notice a language feature. Focus on form is often incidental and opportunistic, growing out of task which students are involved in, rather than being pre-determined by a book or a syllabus. Affective filter S. Krashen claims for the beneficial value of comprehensible input depends upon students being relaxed and feeling positive and unthreatened. If they are not, then their affective filter is raised and blocks the input from being absorbed and processed. But if, on the other hand, the affective filter is lowered-because students are relaxed- then the comprehensible input the students are exposed to will contribute far more effectively to their acquisition of new language. Noticing It describes a condition which is necessary if the language a students is exposed to is to become language â€Å"intake†, that is language he or she takes in. Unless the student notices the new language, he or she is unlikely to process it, and therefore the chances of learning it are slim. 1. Describe a teaching- learning situation in which all of these words occur. A successful teaching learning situation is when the atmosphere in the classroom is relaxed, happy, and well-ordered (affective filter). Success is a great motivator; both positive and negative feeling will affect the learning process. Therefore, try to make each child feel successful and praise their attempts enthusiastically. Errors need to be corrected, but use positive and tactful feedback so that children feel sure and confident and not be afraid of making mistakes. Games (play in the classroom) provide a natural context for language practice and are very popular with children. They promote the development of wider cognitive skills such as memory, sequences, motor skills and deductive skills. Another important element to take into account in a teaching learning situation is when the student is exposed to an activity where he/she can balance both the familiar and new language. Children develop the confidence to recognize and use the language they already know and the new information with the guide of a teacher (Scaffolding-ZPD) For example: (Presenting new vocabulary) to introduce new words in relation to a unit’s topic, the teacher can bring flashcards to present new vocabulary or posters which offer the learners a more complex visual stimuli. Teacher may also ask students if they know other words related to the topic. In that way, you are exposing children to their previous knowledge. With Flashcards and posters, a number of activities can be carried out: predicting and anticipating, descriptions, mind maps, re-order the stage, mime and point, label the pictures, try to remember (memory games), say as many words as possible about†¦, etc. These ranges of activities allow the teacher to interact with the students in the classroom. For example, use the same flashcards you have been using, and hold them facing you so children cannot see them, after that, show the card for a very short time and ask what’s this? And continue until you have practiced all the words. Besides this, you can teach grammar through examples rather than explanation. Say the student the word you had already taught so that he or she can try to make a sentence using the word given. Apart from that, teacher can use songs or chants where children can practise new target grammar structures or vocabulary. Melody and rhythm are an essential aid to memory. By singing, children are able to forget fears and shyness and practise the language in a joyful way together. Finally, the teacher can use worksheets that can be a great help for students to put into practice everything they have learned. Students are given the opportunity to make productions by themselves. Activities suitable for all edges. 2. Method: Total Physical Response: It is based on the coordination of language and physical movement. Students of any age, especially kinaesthetic learners, benefit from associating language with movement and actions. The more the body is involved in the learning process, the more likely the student is to absorb and retain the information. The majority of class time in TPR lessons is spent doing drills in which the instructor gives commands using the imperative mood. Students respond to these commands with physical actions. Initially, students learn the meaning of the commands they hear by direct observation. After they learn the meaning of the words in these commands, the teacher issues commands that use novel combinations of the words the students have learned. Activities for TPR lessons: Simon says†¦. A typical Total Physical Response lesson might involve the teacher introducing a situation in which students follow a set of commands using actions. For example, ask the children to stand at their desk. Then explain that you are going to give instructions. If the instruction begins with the word Simon says†¦, children must do as you ask. If not, they stand still and wait for the next instruction. Any child who gets this wrong is out of the game and has to sit down. Give tan instruction that is relevant to the unit’s language, e. g. Simon says†¦brush your teeth; Simon says†¦read a comic; Simon say†¦eat cereal. Intermittently insert an instruction which is not preceded by â€Å"Simon says†¦Ã¢â‚¬  to see which children are really paying attention. TPR Storyline: (script) Other ideas in a TPR lesson: Before reading a children’s story, the teacher select some action words and ask the students to perform these actions as you encounter them in the pages. After that, tell students to act out the story with simply drama activities. Play the recording. Pause after each line for children to repeat. Then, divide the class into two groups, with each child having a different role in the story. Each child says the lines of his / her assigned character. The teacher encourages children to perform actions as they speak. Drama, by appealing to the imagination, is an excellent way for children to lose themselves in the story, thereby increasing their communicative ability. Activities mainly use for children Teaching materials Usually props such as pictures, posters or real objects accompany the actions. Some actions may be real while others are pretended. Teaching materials are not compulsory, and for the very first lessons they may not be used. 3. Examples of text books for each method: Presentation, Practice and Production: Presentation – Practice – Production, or PPP, is a method for teaching structures (e. g. grammar or vocabulary) in a foreign language. As its name suggests, PPP is divided into three phases, moving from tight teacher control towards greater learner freedom. Note that some writers use the name to refer to a specific method that focuses on oral skills, but it can also be applied more broadly to a family of related methods which rely on the progression from presentation, through controlled practice, to free production Example taken from â€Å"Excellent† 1 Pupil’s book and Activity Book by Coralyn Bradshaw and Jill Hadfiled -Longman Communicative Language Teaching: Communicative language teaching can be understood as a set of principles about the goals of language teaching (communicative competence). How learners learn a language, the kinds of classroom activities that best facilitate learning, and the roles of teachers and learners in the classroom. Examples taken from the course book: â€Å"Passages 2† Jack C. Richards and Chuck Sandy 1998 Cambridge. Task-Based Learning: Task-based learning focuses on the use of authentic language through meaningful tasks such as visiting the doctor or a telephone call. This method encourages meaningful communication and is student-centred. Characteristics: Students are encouraged to use language creatively and spontaneously through tasks and problem solving Students focus on a relationship that is comparable to real world activities The conveyance of some sort of meaning is central to this method Assessment is primarily based on task outcome. TBLT is student-centred Examples taken from the book: Lexical Approach: The lexical approach is a method of teaching foreign languages described by M. Lewis in the 1990s. The basic concept on which this approach rests is the idea that an important part of learning a language consists of being able to understand and produce lexical phrases as chunks. Students are thought to be able to perceive patterns of language (grammar) as well as have meaningful set uses of words at their disposal when they are taught in this way. In the lexical approach, instruction focuses on fixed expressions that occur frequently in dialogues, which Lewis claims make up a larger part of discourse than unique phrases and sentences. Vocabulary is prized over grammar per se in this approach. The teaching of chunks and set phrases has become common in English as a second or foreign language, though this is not necessarily primarily due to the Lexical Approach. Example taken from the book: â€Å"English in Mind† 1b by Puchta Herbert and Stranks Jeff 2nd edition. CAMBRIDGE UNIVERSITY PRESS.

Syria Conflict

Introduction The Syrian Arab Republic is an Arab country in Western Asia, bordering Lebanon and the Mediterranean Sea to the West, Turkey to the North, Iraq to the East, Jordan to the South, and Israel to the Southwest. In March 2011, the Syria conflict has begun due to various reasons and is still going on today. This outbreak is one of the key factors which resulted the Arab Spring (Arab Uprising). Arab Spring refers to the democratic uprisings that arose independently and spread across the Arab world in 2011.The protest originated in Tunisia in December 2010 and quickly took hold in Egypt, Libya, Syria, Yemen, Bahrain, Saudi Arabia, and Jordan. In these countries, the citizens intiatied the protests as the ruling families have been keeping the power for too long (Arab Spring, 2012). In Syria, the conflict goes up to its peak as the revolution against the rule of Syria President Bashar Al-Assad’s (Mr Assad). According to the latest report of the Human Right Organization, mor e than 36,000 people were killed in this civil war (Khera, 2012).In this essay, the roots of the conflict will be traced and analysed using the International relation (IR) theories. Literature Review A literature review has been conducted to investigate the causes of the conflict by applying IR theories. The traditional core of IR relates to issues concerning the development and change of sovereign statehood, in the context of the larger system or society of state. In general, there are four (4) major theoretical traditions in IR and will be covered as part of the study scope: †¢Realism; †¢Liberalism; International Society; and †¢International Political Economy (IPE). Realism Several general realist ideas and assumptions were discussed (Jackson, 2010). These are related to different aspects such as pessimistic view of human nature; international conflicts that are ultimately resolved by war, high regard for the values of national security and state survival and basic scepticism that there can be progress in international politics that is comparable to that in domestic political life. In summary, with realist, states are the most important factor.All states tend to pursue self-interested and their primary concern is survival (Wikipedia). Liberalism The other theory is Liberalism, which started by John Locke in the seventeenth (17th) century. He believed that as the development of technologies and people can master the nature, there are great potential that people could flourish in states that guaranteed individual liberty. Liberals, differ from realist, take a positive view of human nature. And for them, conflict and war are avoidable.According to John Locke, the core concern of Liberalism is the happiness and contentment of individual human beings. A country is in a state of liberalism when a citizen within that country can live their lives and pursue their happiness without other people interference. (Jackson, 2010) There is a major debate betw een idealist Liberalism and pessimist Realism. A main point in this debate is concerned about â€Å"human nature†, as Liberalism takes a positive view of human nature while Realism holds a negative view. (Jackson, 2010) (Arab Spring, 21) International SocietyUnlike Realism and Liberalism International Society is one of classical IR approach which tries to avoid the stark choice between state egotism and conflict and human goodwill and cooperation. Instead of adopting the classical Realist pessimistic view or classical Liberalism optimistic view, it occupies a position between those two and develops that into a separate IR approach. (Jackson, 2010) International Political Economy International Political Economy (IPE) is the debate where they claimed that there is a link between politics and economics as well as the nature and extent of economic globalization.IPE is ultimately concerned with the ways in which political forces (states, institutions, individual actors, etc. ) sha pe the systems through which economic interactions are expressed, and conversely the effect that economic interactions (including the power of collective markets and individuals acting both within and outside them) have upon political structures and outcomes. (Jackson, 2010) Syrian Confliction review The first protest erupted on March 2011 in Deraa after the arrest and torture of some teenagers who were painted with revolutionary slogans on a school wall.In order to manage the uncontrollable chaotic situation, minimum military forces were suitably in place to minimise the protest through the use of checkpoint road blocks. As the protest continued and spread widely over the country the citizens demanded for the President Bashar Al-Assad’s resignation. By July 2011 hundreds of thousand people taking to streets, town and cities across the countries such as Alepo, Hama, Homs and Deraa (BBC, 2012). As the act of protest has become uncontrollable, the government applied the militar y forces to crush the dissent and sending tanks to Deraa in late March 2011.Rockets and mortars were also used to hit the rebel stronghold (See Appendix 1. 1 – Homs Feb 2012). After a month of bombardment, the rebels retreated with an estimate of more than 700 people were killed. People within the country have to flee to neighboring countries such as Turkey up to several months. According to the statistics recorded by the United Nations refugee agency, there are more than 200,000 Syrians who have registered with the agency fled to Jordan, Lebanon, Iraq and Turkey. There was also an unofficial estimate of the refugees which puts the number much higher and those figures are expected to rise.The Government in Jordan as well as other countries permitted the stay of Syrians within the countries, provided with minimum necessities and protection such as food and security guards. All the refugees were instructed to assemble in one common area, allowing the government to take care and control the crowds easily. In this Syria crisis, number of bomb blasts took place in different cities. Many people were killed in the civil war due to the bomb strikes. Apart from causing deaths most of the facilities in the cities were destroyed.The war has deniably resulted various negative implications to Syria in terms of people, environment and asset. The Syrian government has put the blame of these activities to the terrorists which linked to the al-Qeada as well as a shadowy group called al-Nusa Front. The al-Nusa Front has said to be one who controlled and manipulated all the attacks and bombing activities. Based on the latest figures provided by the Office of the High Commissioner for Human Rights (OHCHR), the number of deaths reported has been increased to 21067 and 5980 people were killed due to the security forces.Therefore the United Nations has charged the Syrian government and security forces for the violation of international humanitarian law. A peace plan was sugge sted and conducted by the UN envoy, Kofi Annan and the negotiation mission started in April 2012. However as violence escalated, Mr. Annan resigned and withrew from the country. At the same time Mr. Assad still shows no sign of leaving his power and there seems to be no end to the crisis. Trace down the root of the problem. As mentioned in the previous sections, the outbreak of the civil war has brought many negative implications to the country.There appears to have no solution for the civil war. Thus various researches were conducted to investigate and analyse the causes of the problem. In most recent research, Manfreda has pointed critical points which has led to the Syrian uprising (Manfreda, 2012): †¢Political Repression; †¢Unstable Economy; †¢Media influence; and †¢Fear of state power. The political repression is one of the main reasons which causes the outbreak of Syrian war. Since 1950s, there was not any peaceful transfer of power, as the change appears t o happen through a military coup or an uprising (Manfreda, 2012).For instance as soon as the President Bashar al-Assad has inherited the power in 2000, he quickly rushed into the process of reformation while the power remains concentrated in the ruling family. Besides political repression, the unstability of economy in Syria is believed to be one of the causes which led to the uprising. The economy in Syria has become unsustainable due to the quick expansion of the population. At present the population in Syria is estimated to be 20 million, with an average growth rate of 2. 4 percents. Based on the statistical review this figure stays among one of the world’s highest growth rate.A Syrian economist, Nail Sukkar has agreed that Syria is currently having a problem with the oversizing of population. It is difficult for the government to sustain the citizens by providing sufficient welfares and healthcares. The unemployment rate has increased because the government is not able to create sufficient job opportunities to the people. An official figure was reported by the governmnet stating that the unemployment rate is estimated to be 10 percents. However with the combination of other independent estimates the rate of unemployment is believed to be approximately 25 percents.In addition, the natural disaster such as persistent drought struck north-eastern of Syria. This has caused a severe devastation to the farming communities and affected more than a million of people since 2008. Due to the negligence of the government, thousands of farmer families were suffered from poverty. These people from the farming communities have vented their angers and frustrations through participation of the protest activities. Furthermore due to the cautious reform of the remnants of socialism, it opened the door to private investment which in turn triggered an explosion of consumerism among the urban upper-middle classes.However, privatization has favored families with personal links to Assad, which made the jobs remained scarce for people within the country (Manfreda, 2012). Apart from that the awareness was raised by different means of media. The advancement in technology has exposed the people to the world issues throguh various approaches for instance internet. Previously the government tried to refrain the youths from exposing to more information by limiting the means of media. However the attempt was failed since the state media is no longer the main channel to the citizens.The use of the new media is critical to the activist networks that underpin the uprising in Syria (Manfreda, 2012). Although the fear of state of the citizens has existed for a very long time since the ruling of Assad family, the brutal responses to the people in the peaceful protest in Spring 2011 has outraged the people. As a result of the snowball effect, more citizens joined the protest. Additionally, many Syrians resent the fact that so much power is monopolised by the Alawi families, a Shiite religious minority to which the Assad family belong.Although this is not considered as the driving force of the uprising in Syria, the combination of a majority Sunni pretest movement and an Alawi-dominated military has added to the tension in religiously mixed areas, such as city of Homs (Manfreda, 2012). Analysis the problem using IR theoretical. The causes led to the outbreak of the Syrian war were discussed in the former section. In this section the problems will be analysed using the IR theory. Irrefutably, the brutal and aggressive way of ruling in Syria by Assad family triggered the anger of the people in the country.The Realism theory can be accounted for the approach adopted by the Assad family in ruling the country. As stated in the Realism theory, as a human character, people always desire to be in driver’s seat. Thucydides (1972:406) also stated that the standard of justice depends on the equality to compel and that in act the strong do what the y have to power to do and the weak accept what they have to accept Also, Machiavelli (1984:66) indicated the main responsibility of the ruler is always to seek the advantages and to defend the interests of their state and thus ensure the survival.In this , President Bashar Al-Assad’s ways of ruling the country is understandable, as he wants to lead the country to the new path of development, which can secure the country state and position amongst the Arab countries (Robert, 2010). However, these action moves created a massive conflict between the citizens and Assad family as the security of the citizens is being abused. This has directly caused he citizens losing their senses of security with the ruling family and consequently the rebellion arose.According to Thomas Hobbes , he believes that Sovereign states are the principal factor in international system. States are inherently always obsessed with security which might lead to â€Å"security dilemima† whereby increasi ng one’s security power can bring along even greater instability as an opposing power builds up its own arms in response. Since ruling Syria, the Assad family had built up a very strong security power through various means such as developing the massive destruction weapons.This has indeed intimidated the safety of the neighbouring Arab countie and it is now understandable why certain countries such as Turkey and Isarel supported the rebel by providing armors and weapons for the people to go against the government. At the same time, Mr. Assad was assisted by Russia with the supply of weapons to continue fighting in the war. Therefore the situation has gone worse due to the supports from other countries in the war. With Liberalism theory, liberals believe that monopoly in power must be avoided.With the Republican liberalism theory, it is believed that democary states do not go against each other as they share the same moral values, and to their mutually benifical tie of economi c cooperation and interdependence. However, for the Arab countries in general and Syria in specific, the monarchy system has been adopted by these countries over the centuries. Based on the findings in the previous section, it was identified that there is no peaceful power transfer in Syria since 1970. The prolonged imbalanced situation has resulted in the rise of the awareness among the citizens.Besides the issues of wealth and porverty mentioned by IPE are critical in the world of politic. Violent conflicts nowadays can even take place inside the states due to the unstable economy, especially the weak states where the conflict can be bonded up with the development and underdevelopment. Since 1970, the Assad family has been tightly manipulated the economy. All the privileges of ecocomy went to the family and thus creating an imbalanced condition between the ruler and citizens. In addition, due to the overgrowth of population, there were no adequate job opportunities provided by the government to the citizens.As a result the unemployment rate has increased causing the people to suffer from poverty. Conclusion In a nutshell, the revolution in Syria is inevitable due to the number of reasons such as the adoption of monarchy system and unstability of economy. It is believed that the only way to terminate the civil war is through the assistance of external forces to suppress the furious citizens and introduce a fair and transparent political process for the selection of new ruler in the country for instance through the adoptation of democracy system.Bibliography Wikipedia. (n. d. ). Realism (international relations). Retrieved 11 17, 2012, from http://en. wikipedia. org/wiki/Realism_(international_relations) Arab Spring. (2012, 09 21). Retrieved 11 20, 2012, from Sourcewatch: http://www. sourcewatch. org/index. php? title=Arab_Spring BBC. (2012, 08 30). Syria: The story of the conflict. Retrieved 11 04, 2012, from BBC news: http://www. bbc. co. uk/news/world-middl e-east-19331551 Jackson, R. (2010). Introduction to International relations Throries and approaches.Oxford University Press. Khera, J. (2012, 05 29). Syria crisis: Counting the victims. Retrieved 11 04, 2012, from BBC News: http://www. bbc. co. uk/news/world-middle-east-18093967 Manfreda, P. (2012). Syrian Uprising : Top ten reasons for the uprising in Syria. Retrieved 11 5, 2012, from middleeast. about. com: http://middleeast. about. com/od/syria/tp/Syrian-Uprising. htm Robert, G. (2010). Realism. In Introduction to International Relations (pp. 59-94). Oxfords: Oxfords Univerity Press.

Red Scarf Girl

Feelings of Sympathy There is nothing worse than the act of betrayal. Jiang Ji-li, a girl who was always praised by her teachers and always felt warmth in her home started to be exposed to the real world and how people can walk away from those who were there for them their whole life and treated as if they were non existent. She never thought that her fellow peers could deceive her, betray her. Who would have ever thought that the same people who Jiang Ji-li kindly helped with their home work could easily point their guns at her.Not only does the reader feel sympathetic towards Jiang Ji-li but also fury towards the students and how she was treated because of her family's black status. Jiang Ji-li is not really not to blame for what kind of traits she bears or her stance, she was babied and never really let out of her cage into the wild where she could see things for herself. Jiang Ji-li's weak character also contributes to the kind of mood the author feels during the time he/she read s the book.Ji-li, by the way she acts, she seems very fragile and she is not one that can easily accept what negative things that are said about her. Ji-li thinks that there is only good things and good people in the world. If it's not said or pointed out to her, she would never have noticed it. She is too carefree, allowing herself to think that there are only harmless people, that they would never hurt her until there was a da-zi-bao written about her, â€Å"Ke Cheng-li doesn't like working-class kids. He only likes rich kids†¦We have to ask the question, What is the relationship between them after all? † If she had been a very strong girl, knew where she stood and didn't care what others said about her or her family, the reader would have felt a different mood. Though there are other factors that contribute to the story, for instance â€Å"setting. † In this novel, it talks about the Cultural Revolution of Chairman Mao whose intention was to do good things to C hina starting by ridding the Four Olds and bringing in the Four News.Without this historical time period in the book, there would be no chaos in the country, and there would have been no class status that separated the rich from the working-class families. The setting affects the mood of the reader. If the author of the novel chose to change the setting and only the setting, there would be a huge to the mood the reader feels. â€Å"Suddenly I wished that I had been born into a different family. I hated Grandpa for being a landlord,† one cannot help but feel sympathetic towards Ji-li, who was not yet ready to face the cruel world.It's unimaginable how much anger can be inside her especially if she hates someone she has never met, which makes the reader feel pity for her. How hurt she must be, a girl always showered with warmth, love and compliments now being thrown dirt on. Throughout the book, I've felt sympathy towards Ji-li. She tries very hard to do what's right, and aims to be successful but her black class status held her back. Always fearing that people will make fun of her black class status, she shied away from doing things she wanted to do.In the epilogue of the book, even though Chairman Mao had died, her status continued to follow her, refraining her family to move forward, and remain under those who had better statuses. Some might feel fury towards the movement, how it was not right because it allowed many others, besides the Jiang family to suffer because of criticism due to their wealthy lifestyle or committing other â€Å"crimes. † What might make the reader feel especially sympathetic towards Ji-li's situation is how she was confused about what to do, she was suffering and she was told she had two roads she could take.She could either leave her parents and their family's black status or she could stay with her family and remain loyal. Ji-li didn't have a choice, she didn't choose to be born into the kind of family she was born in. Why did it matter that her grandfather was a landlord? She wasn't. The main contribution to the mood, in my opinion was probably the traits that Ji-li bear. What she felt, the readers could feel because it was her point of view that they looked at.

Karen Millen - The Fashion brand Essay Example | Topics and Well Written Essays - 2000 words

Karen Millen - The Fashion brand - Essay Example The essay "The Fashion brand" concerns the fashion brand. The company has stores in United Kingdom and other countries. Karen Millen was founded in the year 1981 through the partnership between Kevin Stanford and Karen Millen. The brand continued to expand through acquisitions and partnerships. The company trades from 46 concessions and 84 standalone stores in the United Kingdom and Ireland. The company has spread to 23 countries and has 16 international stores and 57 franchise stores. The company majors in clothing accessories, shoes and clothing. Karen Millen has encountered stiff competition from major rivals like Reiss and French Connection. The French Connection has developed a strong brand identity through heavy embellished eveningwear and dresses. The target market includes young professional women aged 25-35. French Connection has been increasing the product range to include stylish outwears, shoes and dresses. The company has proved to be a major competitor for the Karen Mil ler brand. Both companies seem to have the same target market, necessitating Karen Miller to have differentiated products. French connection offers competitive products, coupled with intensive advertising and promotion campaigns. The brand has turned to internet marketing as it widens its scope of influence in the fashion market. However, the company needs to carve a niche in the stiff fashion market. Reiss is a fashion brand in the United Kingdom owned by its founder, David Reiss. The brand produces feminine clothing. The company has a strong reputation and was declared fashion retailer of the Year in 2003. Reiss competes from the same target market with French Connection and Karen Miller. A strong reputation is its principle asset. Reiss targets young professional men and women. The brand is offering competitive prices and an effective brand equity program. Brand equity can be developed by building, borrowing or buying it. Buying or borrowing brand equity for Karen miller can be d one successfully through acquisitions. Rebranding is one of the ways of reforming brand equity. In business, rebranding entails creating a new name, symbol and design for an established brand. The aim is to develop a differentiated product in the stakeholders mind frame. Rebranding assists in identifying the product or the company from competitors. According to research, rebranding is changing the name of the company, positioning and targeting. This is meant to attract new meanings to the corporate brand and to inform the stakeholders concerning these meanings (Grose 45). In fashion and clothing industry in the United Kingdom, the rebranding can lead to increased revenues. Rebranding the Karen Miller fashion brand entails the use of integrated marketing communications campaigns to communicate the image and the values of the new brand to all the stakeholders. Rebranding is connected to changing slogans, logos, names or a combination of them. Karen Millen fashion brand is using rebran d to appeal to wider market share and increase the sales revenues. The concept of revolutionary and evolutionary rebranding has been incorporated in the strategic rebranding plan of Karen Millen. Evolutionary branding is the concept of minor developments in brand positioning. These include logo change and slogan. Revolutionary rebranding causes major overhauls and identifiable changes which are essentially meant to redefine Karen Millen brand. Through rebranding,

Cardiac Surgery Essay Example | Topics and Well Written Essays - 1000 words

Cardiac Surgery - Essay Example Sympathetic influences exert the opposite effect. In this regard, automaticity is an important property of the cardiac cells that is normally observed in the sinus node, the specialized fibres of the His-Purkinje system, and in some specialized atrial fibres. Bradyarrhythmias result from abnormalities either of impulse formation, that is, automaticity or of conduction. In cardiac surgery, due to the fact that the patient would be brought in a cardiac standstill and other pharmacologic agents would be used to facilitate this would lead to low cardiac output and hence bradyarrhythmias. (Debrunner, M., Naegeli, B., Genoni, M., Turina, M., and Bertel, O., 2004, p 16). The sinus node is normally the dominant cardiac pacemaker because of its intrinsic discharge rate that is highest of all potential cardiac pacemakers. Its responsiveness to alterations in the autonomic nervous system tone is responsible for a rapid heart rate, and the reverse in slowing (Reade, M.C., 2007, p 367). ... Whatever may be the reason, the manifestations happen due to abrupt, prolonged sinus pauses caused by failure of sinus impulse formation or block of conduction of sinus impulse to the surrounding atrial tissues (Bethea, B.T. et al., 2005, p 106). In some patients, sinus node dysfunction is accompanied by abnormalities in AV conduction, and thus aside from having absence of atrial activity, the lower pacemakers fail to emerge during sinus pauses (Daoud, E.G., Snow, R., Hummel, J.D., Kalbfleisch, S.J., Weiss, R., and Augostini, R., 2003, p. 129). External energy sources can be used to stimulate the heart when disorders in impulse formation and/or transmission lead to symptomatic bradyarrhythmias. Pacer stimuli can be applied to the atria and/or ventricles (Overbay, D. and Criddle, L., 2004, p. 26). Temporary pacing is usually instituted to provide pacemaker support when a bradycardia is precipitated by what is presumed to be a transient event, such as, induced cardiac standstill during an open heart surgery, induced cardioplegia in bypass surgeries, ischemia, or drug toxicity (Roschkov, S. and Jensen, L., 2004, p. 33). Temporary pacing is usually achieved by insertion of an electrode catheter with the catheter positioned in the right ventricular apex and attached to an external generator. This generator will assist the heart to generate a pacing impulse on the face of reduced excitability. Excitatory impulses generated by the temporary pacing apparatus would generate depolarization potential to cause cardiac contraction. Epicardial wires allow temporary pacing after cardiac surgery (Puskas, J.D., Sharoni, E., Williams, W.H., Petersen, R., Duke, P., and Guyton, R.A., 2003, pp. E-103). Pacing is

Critical Analysis - Southern Discomfort & Waterway Industries Lab Report

Critical Analysis - Southern Discomfort & Waterway Industries - Lab Report Example The company needs to improve its performance and Return on Investments (ROI) to stay in the business. Under these circumstances, the company’s management is faced with only two options: Either to stay on in Oconomo with a substantially reduced operating budget, or to relocate the plant to Mexico where future profit margins are more assured. The primary type of change that needs to be brought about in the Oconomo Plant is a conspicuous transformation in people’s culture, attitudes and approach to work. This has assumed significant connotations, because the plant is now going through a very critical phase where, even its very future existence hangs on a balance. If the management is not in a position to convince the labour to accept lower wage rates, the plant may have to be moved to Mexico, thus endangering the jobs of nearly 520 employees. (Wallace 1996). Jim Malesckowski, President of the company has to deal with the challenging tasks of negotiating with a well organised and strong Labour Union while seeking to introduce changes in the work culture and remuneration of the labor force. The Wisconsin plant could be saved by changing the work culture and ethos of the work force and by convincing them that the reduction in wage rate would be beneficial to the labour force in the long run. The major underlying cause for the Union leaders’ resistance to change stems from the fact that they fear that changes would result in downsizing and lay-offs, or even the use of a person for multiple jobs, in order to gain maximum productivity from him. Fear of job losses or labour exploitation may be the underlying reasons for the Trade Union leaders’ reluctance to allow changes in the organization. The management has sought to dispel this fear by informing the Union about cross-training schemes after which a person would be able to undertake job

How far was Maragaret Thatcher to blame for her downfall Essay

How far was Maragaret Thatcher to blame for her downfall - Essay Example The concept of collective development through Globalization was a new concept for the British public at that time. Unemployment, Privatization of the public companies and the revised tax system were the main areas were the British public differenced with Mrs. Thatcher which ultimately resulted in her ouster from the prime minister ship. Now the â€Å"Thatcherism† and its importance were recognized by the British public more than ever. Mrs. Thatcher was fortunate enough to witness all such changes in attitudes of the British public against her and her policies. Most of her economic, social and political policies were still debated. Though her policies succeeded in reducing inflation and budget expenditures the people of Britain suffered lot of indirect tax increases, social inequalities and unemployment during her services in the prime minister’s office. â€Å"Even as the rest of Europe toyed with socialism and state ownership, she set about privatizing the nationalized industries, which had been hitherto sacrosanct, no matter how inefficient. It worked. British Airways, an embarrassingly slovenly national carrier that very seldom showed a profit, was privatized and transformed into one of the worlds best and most profitable airlines†1 â€Å"When Margaret Thatcher took office, there were 3 million private shareholders; when she left, there were almost 11 and a half million. The tabloid newspapers latched onto this and joined their broadsheet cousins in publishing alongside the racing columns share market information and news. The popularity of privatization increased as each industry was floated on the stock exchange. When the gas industry was launched, the shares were oversubscribed by 500 percent†2 . â€Å"Before 1987 several key industries and public utilities had been transferred to private ownership, including th e telephone system, the ports, British Gas, Thatcher believed in reduced involvement

Strategic management in an international context Coursework

Strategic management in an international context - Coursework Example Therefore, the company should consider investing the $2 billion in the country to set up beer industry. The net disposable income for the citizens of Norway has been growing gradually for the last ten years. This has been due to the gradual growth of the country’s economy. Therefore, consumers’ demands for the products and services has been rising year in year out, with beer being inclusive. As such, Fyne Ales Company should be pulled by these factors to consider investing in Norway. The government of Norway has lower trade barriers to investors who want to invest in its economy. In fact, the government of Norway has put in place initiatives and incentives to encourage potential investors to invest more in the country. These incentives include tax waiver during the initial stages of the project as a way of cushioning new investors against the initial financial shocks at the start of their investments (Karrenbrock, 2009, p. 2). The government will also be offering the licensing agreement to make the products produced by companies operating in the country available to foreign markets. One example of the license agreement is a situation whereby the brewer themselves can allow a brewer who has already settled down in Norway to brew and sell beers of foreign brewers. Therefore, Fyne Ales Company should consider making good use of such opportunities and favours to invest in Norway in the beer production industry, from which it will be able to generate more returns. The internationalization of the western economy in the last few years shows a cross-border investment and the increasing number of companies with production segments in a number of countries. Exploitation of natural resources is the fundamental reason foreign companies should invest in the non-metropolitan Norway. If Fyne Ales Company invests in Norway’s economy, Norway as a country will have the advantage of getting closer to its customers who live in the non-metropolitan Norway, thereby,

Implementing Electronic Health Record innovations for Pressure Ulcer Essay

Implementing Electronic Health Record innovations for Pressure Ulcer Prevention and Management - Essay Example Regardless of the size of the project, the proper integration of a skilled workforce, proven strategies and technology at MICU, would see the successful implementation of the program in various units for easy use by clinicians. If properly utilized, EHR can be the silver bullet to the problem of inconsistencies that are the order of the day in documenting pressure ulcer management processes through paper-work. Prevention of Pressure Ulcer According to Hagens and Krose (2009), to maximize the benefits the EHR for Pressure Ulcer prevention and management, it would be vital to keep problem lists, medical prescription lists and sensitivity lists in all units handling the patients s(National Pressure Ulcer Advisory Panel, 2007). In the MICU case, medical assistants or skin care specialists should enter medications and sensitivities from the paper work, and physicians would enter the problem lists. It would be appropriate to enter data shortly before an appointment is due, and take the cha rt to scanning. In doing so, the pressure ulcer management units will have an entirely electronic chart ready for patient handling when the patient arrives at the units (Kerr, 2009). Alternatively, it would be appropriate to enlist registered nurses for the task of problem list entry before the program is ready for use by various clinicians. Assessment for Pressure Ulcer For acute care, the first assessment should be carried out on admission and after every 1-2 days or whenever the condition of the patient changes (Clarke, Bradley, Whytock, Handfield, Van der Wal, & Gundry, 2005). At MICU, the system would be programmed to notify the health care providers to do assessments every 24 hours. For home health, the first assessment would be carried out on admission, and re-examination done as soon as the patient resumes care, during recertification, refer or release, or whenever the patient’s health condition changes (Adler, 2010). At MICU, it would be appropriate to reassess the p atient’s condition at each nursing visit. And for long-term care in MICU, the initial screening for patients would be appropriately done on admission and every week during subsequent missions. Determining Risk Levels Several electronic tools for risk assessment are accessible to assist in predicting the level of risk of the disease (National Pressure Ulcer Advisory Panel, 2007). They include machines with values that when summed up together, can enable the health care providers to determine the risk score in totality. The Braden and Norton Scales are proven tools that can be used to provide an electronic data for predicting the risk of pressure ulcer risk in MICU. According to Ayello, Capitulo, Fife, Fowler, Krasner, Mulder, Sibbald, and Yankowsky (2009), these tools help clinicians to determine the risk values, which eventually can lead to the formulation of the most appropriate and opportune medical interventions. Norton Scale The Norton Scale comprises five groups: physica l and mental conditions; mobility, activity, and incontinence. These factors are valued from 1– 4 (Tavenner, & Sebelius, 2012). The total values usually range from 5 to 20. An entry of the following data to the EHR system can help clinicians to cope with the condition in a more effective and faster way: Mild Risk values at 14: Moderate Risk at 13: and High Risk at 12. The scale should be credible and kept in such condition to avoid errors in the final readings of data (Liang, 2007). Any alterations can change or render it an

REMEDIES LAW Essay Example | Topics and Well Written Essays - 2500 words

REMEDIES LAW - Essay Example In considering the impact of blame culture, this study will reflect on the attitudes of judges when being asked to apportion liability, and examine case law in this area in order to explore whether recent cases demonstrate reluctance or willingness on the part of judges with regard to the apportioning of blame. Mullender (2006) suggests that the culture of blame might stem from the emergence of professional negligence claims and personal injury claims. In his study he noted that judges had become aware of a rise in the number of claims, some of which appeared to be fake. In McLoughlin v O’Brien [1982]1 Lord Wilberforce warned that ‘†¦such an extension may lead to a proliferation of claims, and possibly fraudulent claims, to the establishment of an industry of lawyers and psychiatrists who will formulate a claim for nervous shock damages, including what in America is called the customary miscarriage, for all, or many, road accidents and industrial accidents’. ‘Blame culture’ focuses on the need to hold someone accountable for what might otherwise have been considered a mere accident. Atiyah (1997) suggests that the culture of blame exists not only in claims for personal injuries and losses, but also in the criminal sphere, where there is a desperate need to find the person responsible for the crime that has been committed, and to see them punished for their wrongdoing. Vines (2008) argues that previously an injured party would have been prepared to accept an apology for the accident as suitable recompense for the harm caused, but with the insurgence of the ‘compensation culture’, apologies are often construed as admissions of guilt, and used in order to claim monetary compensation for the harm. The UK government has attempted to address this assumption through s2 of the Compensation Act 2006 which states that This does not stop the court allowing the adducing of such admissions in court, but is

Innovation course PowerPoint Presentation Example | Topics and Well Written Essays - 1750 words

Innovation course - PowerPoint Presentation Example ter is to improve the delivery of quality health care conforming to the strict standards of the Joint Accreditation Commission of Health Organizations (JACHO). It basic strategy to attain its vision and mission is to manage innovation through governance and leadership skills. The first strategy is to employ non-nurse managers to head their nursing units. It is strategic move to enable nurses to focus on patient care and not be bogged down with administrative work. This move paved the way to increase morale and productivity in the units, and increased patients’ satisfaction with regard to the delivery of efficient and effective healthcare. The second strategy was an innovative structure necessitating building a two-tower structure which stands on a 1.6-hectare property. This move would capture a more extensive clientele thereby improving their market share. The third move was to institute actions which are â€Å"firsts† in the industry. First to invest in advanced medical equipments to cater to more patients not only in the local market but in the neighboring Asian nations. Further, this strategy puts SLMC in the top spot among the medical institutions in the Philippines. Innovative companies have well defined goals, vision and mission. The vision defined 2010 as the year to achieve its being one of the top 5 hospitals in Asia and would be achieved through highly competent and caring professionals and with the use of world class technology and research. Leadership is essential in managing innovation. The appropriate leadership skills are matched with personalities, characteristics and behavior of its human resources to motivate them into achieving organizational goals. Company’s resources must be maximized. Human resources are acknowledged as their most important asset. Property, equipment, and processes are continuously updated. And management has made a commitment to invest in technologically advanced medical equipments to compete with other top health

Characters and Plot in the Black Gold Essay Example for Free

Characters and Plot in the Black Gold Essay It is not so frequent to find a novel written with an animal as the main character and the story revolving primarily around him. Nevertheless, there are writers like Marguerite Henry who writes animal stories with so much fascination and passion, one of which is the Black Gold. It was based on true-to-life experiences set during the early 1990s in Oklahoma and Kentucky. Mixing her vast knowledge about the topic and her creative talent in writing, Marguerite Henry was able to weave a story with extraordinary characters confronted with extraordinary conflicts. Brief Summary The story evolved in the story of a colt named Black Gold, following his adventures being a race horse. He was regarded by many as weak and not good in racing since he possesses a smaller body compared to other horses. But through the help of his trainer Hanley Webb and rider Jaydee Mooney, the colt started to win and finally gained victory in the Kentucky Derby. His success continued to flourish until he got injured in one of the races he joined. His leg got a quarter crack. Eventually, the colt died. Black Gold was given a burial in the middle of a field in New Orleans. Analysis of the Characters Being an animal is not a reason to live a life less simple. It is very much evident in the story of Black Gold. His life is consisted of complex occurrences that can be considered as more intricate when compared to lives of other people. His birth was a product of a dream. Al Hoots, the owner of Black Gold’s mother named U-See-It, dreamt that if he will breed U-See-It to a leading sire, the mare shall give birth to the horse that will win in the Kentucky Derby. As a result, Hoots tried to mate U-See-It to a stallion named Black Toney. The money Hoots used came from the oil that during that time was being excavated from their land in Oklahoma. Here is where the name Black Gold originated. Among the individuals who imparted time and dedication to Black Gold was his rider Jaydee Mooney. Jaydee Mooney was the one who initially believed in the capacity and talent of Black Gold: â€Å" †¦us Mooneys always try. We do our best†¦Ã¢â‚¬  ( p. 108). However, his spirit was pushed into limits when Black Gold got injured several days before the Derby: It was the first loss for the team of Black Gold and Jaydee Mooney. Was it the soreness in his foot showing up again-the same trouble hed had the week before the Derby? (p. 143). Nevertheless, Jaydee Mooney proved to be not only as a rider but a friend as well to Black Gold, especially when the horse died. Analysis of the Plot Since the book was based from true stories and actual experiences, Marguerite Henry wrote it by narrating events in chronological order. Although written in this manner, the book is not boring and dragging to read. It is because the plot itself is a compelling one that catches and drawn immediately the attention of its readers. She used literary devices so as to show her creativity and mastery in handling and writing a topic such as that presented in the book. Henry was also successful in presenting transition of events. Every chapter in the book promises a more interesting and intense happenings from previous events and chapters. In addition, Henry was effective in inflicting transitional devices that guide the readers while reading. The use of illustrations in the book helped in the proper interpretation of events in the story since the readers will be carefully guided while going on through the story. However, the use of these illustrations somehow gives an impression that Black Gold is a children’s book. But all in all, the story’s plot, as well as the book in general, was a well- crafted depiction of an extraordinary tale. Reference Henry, M. ( 1957). Black Gold. Illinois: Rand McNally

Concept Of Service Quality in Call Centre Industry

Concept Of Service Quality in Call Centre Industry This chapter of dissertation consists of literature review, which is collected from several journals, articles and books. I have divided it into two parts. First part defines the concept of service quality, its importance and then will exemplify how different researchers have measured service quality by dividing it into different dimensions. This part further reviews role of call centers, how call centers are managed and what role call center employees play in delivering quality services. Second part of literature review considers theories from literature such as, Total quality management (TQM), six sigma, investor in People (IIP) and Continuous Performance Improvement, in order to measure quality management system of call centers. 1.2 Service Quality: According to Berry et al.(1988 cited in Amy and Amrik, 2003) service quality has become a significant differentiator and the most powerful competitive weapon which many leading service organizations possess. Further cronin and taylor, (1992 cited in Agens K,Y law, 2003) state that by improving service quality, service providing firm can differentiate itself from its rival firms and thus occupy strong positioning in the relevant market.. Lee et al. (2003) said, now days leading service firms consider service quality as the most sustainable basis for: Differentiation ( Zeithaml and Bitner, 1996); Leveraging customer satisfaction and value (parasuraman, 1997); Driving market share and profitability (Buzzel and Gale, 1987); and Developing strategy (gronroos, 2000). Service quality can be defined as the perceived judgment, which customer develop by comparing their expectation about services with the services they actually perceived to receive ( Gronroos, 1984 cited in Amy and Amrik , 2003). Bolton and Drew (1991a) and Parasuraman at el.(1988a) argued that although evaluation of service quality will help customers to form an attitude towards service provider, customer satisfaction is not obvious and satisfaction level is based on how well the delivered service meet customers expectation.(cited in Agnes K.Y, 2002). Service quality is dependent on two variables perceived services: service customer actually receives form organization and expected services: which comes from the customers previous experience or overall perception of the service( Gronroose, 1984cited in amy amirk, 2003) When expected service is higher than perceived service, service is said to be of low quality and when service expected is less than perceived service, overall service quality is considered to be high. Quality is s subjective concept and it is difficult for the customer to evaluate service quality than product quality (Parasuraman et al., 1985). Author further suggests that there are three main features of services: intangibility, Heterogeneity and Inseparability, which construct service quality an elusive and abstract concept. There are five main determinants that customer consider to evaluate service quality such as reliability, responsiveness, empathy, tangible and assurance. Customers perception and evaluation of quality can be different due to different needs and wants, it could be satisfactory for one customer while other may experience it in different way (Venetis and Ghauri, 2004) 1.2.1 Importance of service quality: In todays highly competitive business world- where customers needs and wants are highly influenced by global competition and where customer has large number of firms to satisfy their needs, organizations are forced to change their focus from profit maximization to maximize profit through customer satisfaction( nithin seth and S G deshmukh, 2004). Author further state that subject of service quality is of great importance; because it has strong impact on business performance, lower costs, profitability, customer satisfaction and customer loyalty. In other words service quality is the main driver of firms marketing and financial performance. An extensive research from services marketing, services management and organizational psychology has proved that an improved service quality can help organization in attracting, satisfying and retaining customers( Heskett et al., 1997; Schneider et al., 1998 cited in Alison M Dean, 2002). Firms that fail to provide quality services not only loose their customers to its competitors but it also resulted as declining of profit and finally firms withdraw from competition. In service marketing, terms service quality and customer satisfaction are used interchangeably. Rust and Oliver, (1994) said service quality is the one dimension on which customer satisfaction is based. In fact service quality is considered as antecedent to satisfaction (Agens K.y ). According to Iacobucci et al., (1995) Service quality is concerned with the firms service delivery, while satisfaction is the post consumption experience which reflects customers overall experience and perception with firms service (cited in Eugene sivadas,2000). Zeithaml at el. (1996, cited in Eugene sivadas, 2000) suggest that customers relationship with the firm is strengthened, when that customer has favourable attitude towards a firms service quality and relationship is weakened when customers attitude represent his dissatisfaction with firms services quality. He further argued that positive attitude towards firms service quality will lead customer to develop favourable behavioural intentions such as preferring company over its competitors, making repurchases and recommending firms service and product to others. According to Agens K.Y(), loyalty comes from customers repurchase behaviour. It is satisfaction with the services that construct brand loyalty and encourages customer for repeat purchases. Zeithaml,(1996, cited in Amy wong) suggests that loyalty is the main determinant that service organization are using to measure their long term success and by maintaining superior service quality, firms are retaining and expanding their loyal customer base. Johnston, (1995 cited in amy wong) further argued that firms service quality has strong impact on customer loyalty, therefore in order to measure, control, and improve service quality from customer perspective, management should identify what factors of service quality influence customer loyalty. Customers loyalty is important for firms profitability, as loyal customers are ready to pay premium price (Gronroose, 2000). Similar to satisfaction, loyalty is also comes from high service quality. Customer satisfaction is often viewed as mediator that link service quality with service loyalty (Agens.K.Y). 1.2.2 Measures and dimensions of service quality: Today, whether it is developed country or developing country their economic conditions are largely influenced by globalisation and liberalization. Due to rapid change in needs and wants, firms are forced to develop constant standards for measuring the quality of services offering. Measuring service quality on regular basis will help firm to evaluate and analyse the needs and requirements of customers. These measures will also facilitate firm to provide services quality that encounters customer expectations, by improving both aspect of service quality: WHAT (technical quality) service should be delivered and HOW (functional quality) service should be delivered. In order to measure service quality numerous researchers have suggested different models. GI, DU Kang, (2006) said, many of scholars agreed that service quality is based on multiple dimensions (Gronroos, 1982, 1990; Parasuraman et al., 1985), but there is no consensus on the exact nature and content of these dimensions (Brady and cronin, 2001). Lehtinen and Lehtinen, (1982) has given three dimensions of service quality. Physical quality- tangible aspect of services, Corporate quality- companys image by its current and potential customers and Interactive quality- two way interaction between customer and service provider. By ignoring physical features of product in the consumption of services, Gronoose (1982, cited in GI-DU Kang, 2006) decomposed service quality into two dimensions: Technical quality- what service is provided. Function quality- how service is provided. Technical (outcome) quality is concerned with what customer actually receives from service. Functional (process) quality is concerned with how the outcome of the process is delivered to the customer such as speed of service and behaviour of customer service staff. Gronoose model of service quality also recognises that customers perceived quality is largely influenced by the firms image customer already have in his mind. Gronroose further suggest that when customers evaluate expected services with the services experienced they bring their prior experiences and overall perception of service firm. Parasuraman et al., (1985), also considered service quality into two dimensions: outcome and process quality and state that evaluation of service quality can not be made solely on outcomes of services, it should also evaluate service delivery process( GI-DU Kang, 2006/). He further argued that these two dimensions (process and outcome quality) are Interco related therefore it is necessary to consider that when evaluation occurs. In case of process quality: evaluation of service occurs while it is being delivered; however in outcome quality, evaluation takes place after the delivery of service. Swart and brown (1989), by considering established work on the dimensions of service quality identified by gronroose(1982), lenthin(1982) and parasuramn(1985), suggested two dimensions of service quality: WHAT ( evaluation of service after its performance) and HOW( service evaluation during performance). Rust and Oliver, (1994) proposed three-component model of service quality, which evaluates customers perception of service quality by considering three dimensions: Customer-employee interaction (functional or process quality); The service environment; and The outcome (technical quality) Although there is no generalized model of measuring service quality, GAP model of (parasuraman et al., 1985) has received adequate support from the researchers of various field ( nitin seth and desh much, 2006). In 1988 this model was then proposed as SERVQUAL. Parasuraman et al. (1988) state that: The SERVQUAL provides a basic skeleton through its expectations/perceptions format encompassing statements for each of the five service quality dimensions. The skeleton, when necessary, can be adapted or supplemented to fit the characteristics or specific research needs of a particular organization. He further suggests that SERVQUAL is valid and reliable tool that service provider can use to understand the customers expectations and perceptions about service quality and thus improve services. The SERVQUAL is multiple item scale that consists of 22 statements which measures customer expectations and perceptions along five dimensions: Tangible, Responsiveness, Assurance, Empathy and Reliability. SERVQUAL instrument is the original formulation of parasuraman et al., (1985,1988,1994) which measured service quality by undertaking extensive investigation in four service areas: Bank, credit card company, long distance telephone company and a firm offering appliance repair and maintenance services. From exploratory investigation of 1985, parasuraman et al., conclude that there are ten main determinates which customer consider when evaluating service quality: Reliability: Responsiveness Competence Access Courtesy Communication Credibility Security Understanding the customer Tangible In later study of 1988, Parasuraman et al., found that some of determinates are correlated, therefore he refined the list of dimensions and presented five high order dimensions which subsume previous ten( Amy wong). Parsuraman et al., (1988) defined these dimensions as follows: Reliability: ability to deliver or perform the promised services dependably and accurately. Responsiveness: willingness to help customers and provide prompt services. Assurance: it is concerned with the knowledge and courtesy of employees and their ability to inspire trust and confidence. Empathy: caring and paying individualized attentions/services to each customer. Tangible: physical features of service as appearance of equipments, facilities, personnel and communication material. SERVAQUAL is conceptual model, which is based on the view that customers perception of service quality is the result of gap between expectations and perceptions ( parasuarman et al., 1985,1988 cited in Patrick). Parasuraman et al., (1985) developed Gap model of service quality to identify where gap exist and to what extent: GAP 1: Gap between customers expectations and managements perceptions about those expectations. GAP 2: Gap between customers expected standards and specifications of service and managements perceptions of customers expected service standards.( specification gap) GAP 3: Gap between service quality standards and actual service delivered to customer. (Service performance/delivery gap) GAP 4: Gap between actual service delivered and service quality organization promised to deliver. (Communication gap) GAP 5: Gap between customers expected and perceived services.( perception gap) Parasuramne et al.,( cited in dr Arash) state that gaps in service quality can help firm to identify the areas where performance is lacking. Author further state, a negative service gap would facilitate firms to prioritise the performance improvement of those service features where expectations are high. If any of service gaps is turning positive, indicating that expectations are exceeding the perceptions, firm can review service feature, which they are oversupplying and can, redeploys resources into those features, which are performing below the expectations. Gap five (Perception gap) given in the above model is main driver behind SERVQUAL methodology. Although SERVQUAL model has been widely used in service industry, it has received criticisms from many authors on both theoretical and operational grounds. Francis buttle,(1996) has criticised SERVQUAL on the following basis: SERVQUAL focuses only on the service delivery process and neglects outcome quality; no adequate evidence that consumer consider expectations and perceptions gaps when assess service quality and finally five dimensions of SERVQUAL are not universally accepted. Besides huge criticism, Parasuraman et al., (1991,1994) argued that SERVQUAL is the most valid tool for measuring service quality than any other method because it uses expectation/perception gaps and with little modification, SERVQUAL can be use across business services. 1.2 Role Of Call Centre. Intensive global competition and increased emphasis on customer satisfaction has enhanced the role of call centres in service industry. Today call centre is the main source that links the organization with its customers. Call centre, by serving high volume of customers at low cost and within less time span, has become the integral part of firms marketing and customer service strategies (olukemi O sawyer,2009). David Holman (2002) state that rapid growth of call centres in service industry is attributable to its capability of reducing the cost of existing functions; provide new means of generating revenues and improving customer service quality. According to Taylor and Bain (1999) call centre: is a dedicated operation in which computer utilising employees receive inbound, or make outbound, telephone calls, with those calls processed and controlled either by an Automatic call distribution(ACD) or predictive calling system. Taylor and Bain (1999 cited in Alison M. Dean, 2002) has further described call centre in three essential parts: first the call centre is dedicated operation where employees are focused entirely on customer service function, second those employees are using phones and computers simultaneously and third the calls are processed and controlled by an automatic distribution system. Environment of call centre is very complex in nature, as it requires smooth blend of technology, human talent and process in order to work efficiently. Like other business, work in call centre also involves interaction with the customers, yet it is unique in its features. Houlihan (2001) contend that Call centres by using modern technologies facilitate management to determine the speed and volume of work. Hutchinson et al., (2000) further suggests that this system will also help firm to improve employees performance by monitoring their work on regular basis. In Call centre employees are acting as representative of the firms services. Olukemi O. Sawyerr,(2009) state that it is a positive interaction between customers and call centre employees that helps firm to determine customers perception of firms services. Today call centres serve both business as well consumer clients and are accountable to perform various business functions such as taking order, handling client inquiries, resolving complaints, dispatching, telemarketing, pre-sale and post-sale services (Alan miciak, 2001). Besides rapid growth, call centre are embraced with the challenges of retaining and attracting employees. Lack of trained staff, high workload and high level of stress are main attributes of call centre environment, which foster high turn over (Olukemi O. Sawyerr, 2009). Recruitment of staff of the wrong personality type is also the endemic reason of high turn over in call centre industry (Barnes 2001, p. 3) Taylor and Bain, (1998) has resembled the working environment of call centre with the assembly line production. Call centre environment rarely encouraged team working among employees as performance of employees is measured on the basis of individual interaction with the customers (olukemi O sawyer ( 2009) . Varca (2001) further argued that, in call centre employees have less control over a job, as information delivered by employees to customers is previously scripted and interaction take place between them is not face to face 1.3 Call centre management: Complex nature of call centre environment poses great challenge for managers to control the operations of call centre. In call centre managers responsibility is two fold. In one hand they are responsible to take capital-intensive decisions and introduce latest technology to cope up with the technological development; on the other hand they are responsible for handling call centre employees who work on shift pattern (George Robinson, 2006). Call centre operations are equipped with advanced technological features such as ACD, ANI (automatic number identification) and DNIS (number identification service). ACD (Automatic call distribution) controls inbound calls traffic; place these calls in queue and then transferred them to call centre agents according to priorities. Moreover ANI and DNIS technology provide comprehensive database of customers and call handling statistics (Paul R. Prabhaker,) By using above technologies, managers can track: number of calls answered per agent, average speed to answer call, number of calls abandoned and time taken to abandon, occupancy rate of agent, number of calls answered within standard time frame, calls waiting longest in queue, agents sitting idle, agents on calls and agents on breaks or completing post call wrap up work (George Robinson, 2006). This information enables manager to set targets for call centre agents and achieve desired results. In call centre management, technology plays crucial role as it not only helps to determine the speed of work but at the same time it provides the means to measure quality of work and worker performance (Callaghan and Thompson, 2001). According to Bain et al., (2002), call centre management requires both hard and soft measures; hard measures includes number of calls answered, while soft measures consist of relationship between call centre employees and customers. Audrey Gilmore (2001) has described tangible and intangible dimensions of service quality offered by call centres employees. Tangible aspects are easy to measure and consist of number of calls answered, length of calls, average calls time and standardized response, while intangible dimensions are difficult to measure and include courtesy or empathy customer experiences from call centre service. Author further states that call centre management often consider tangible dimensions of service delivery to judge the employees performance that result employee frustration and stress. Retaining and attracting call centre employee having high performance calibre is the significant challenge in call centre management. It has been proved by research studies that selection criteria developed for hiring call centre staff is at the minimal attention of management. When hiring call centre staff, it is imperative for management to consider personality traits of the employees in order to make sure that they will be high performer and can deliver quality services in stressful environment (Olukemi O. Sawyerr, 2009). Author has presented FFM (five factor model) that illustrate the relationship between five dimensions of personality (conscientiousness, agreeableness, emotional stability, extraversion, and, openness to new experience) and performance of call centre employees. Performance could be service performance, turn over intension or absenteeism. It is often viewed that management of call centre is measuring what is easy to measure rather than what is important to measure (Call Centre Management, 2000, p. 5). Alan Miciak, (2001) state that firms are more interested in measuring customer satisfaction with the product and service offered by business rather than customer satisfaction with call centre performance. Author further argued that to assess call centre performance, manger often utilizes measures as: average talk time; abandon rates; calls per hour and occupancy rate that are based on telephone technology and may not be true indicators of performance measurement. Australian Council of Trade Unions (2002, p.30) claims that measurements used by call centre to evaluate performance are highly focused on productivity rather than quality. Research work of various author presented above has placed emphasis on soft than hard measures; tangible than intangible dimensions; quantitative than qualitative measures for evaluating call centre performance. These measures can only monitor and control efficiency of call centre in handling high number of calls, while measuring quality of service delivered by call centre agents is far away from these measures. 1.4 Role of call centre employees: What the business thinks it produces is not of first importance; what the customer thinks he is buying and considers value is decisive; it determines what a business is (Drucker, 1989). Customer satisfaction which usually comes at the cost of high service quality, is essential for organization success as it provides firm, profitable means to differentiate it self from others. Service quality is an important factor that, if delivered efficiently by firms front line employees, can be main driver of firms sustainability (Carlzon, 1987). In call centre, employees play very essential role in delivering high customer quality and thus facilitate management to establish large customer relationship base (Frenkel et al., 1998). Call centre employees are also recognized as front line employees, customer contact representative (CCR) or customer sales representative (CSR) as they are directly engaged in the process of service delivery and maintain high level of interaction with the customers. Service organizations are now developing high number of measures, for reducing employee turn over as well as improving employee satisfaction. Robinson and Morley (2006) state that high turn over bring significant cost impact for both firms and shareholders. This cost includes direct cost of recruiting, inducting and training new staff and indirect cost that comes in form of reduced customer service. Employee satisfaction is crucial for evaluating service quality from customer perceptions. Satisfied employees are highly motivated, perform job with efficiency, delivering high level of quality services (Prabha Ramseook-Munhurrun, 2009). Edvardsson et al., (1997) further suggest that employee satisfaction can reduce employee turn over, improve productivity and enhance commitment and creativity. Call centres are now being criticized for their inadequate staff management practices. Research on service environment has concluded that some times call centre environment itself restricts the ability of employees to deliver high quality customer services. In call centre employees are called emotional labour and are forced to achieve productivity goal while delivering quality customer services (Alison M. Dean, 2009). Audrey Gilmore (2001), state that call centre employees are under a continuous pressure of answering high number of calls as their performance is measured by how quickly they respond to customers inquiry rather than quality of the call. MacDonald, (1998a, 1998b) further argue that excessive emphasis on quantitative rather than qualitative measures for judging employees performance is the main cause of employee unproductive behaviour. 1.6 Quality Management System: Reevs and Bednar (1994) have defined the term quality as an excellence, value, conformity to specification, meeting customer expectation etc. Excellence in service industry involves providing customers a desired satisfied service by knowing the demands of the customers at first instance. Value involves gaining higher profit margins by maintaining quality as priority, which attracts customers to become the part of the system. Conformity to specification and meeting customer expectations involves developing such a system, which guarantee error-free operations and delivering the desired and satisfied operation output. A product is always valuable and acceptable if the quality standards set by customers are lined up with the product and this can be done by quality management system. Establishment of the quality management system in an organisation provides a priority control over the organisations activities with continues improvement in its performance. Quality management system are mainly implemented for enhancement of the organisations work force and its abilities in providing the product and services according to the customers expectations as well as optimising the resources in terms of value for money (VFM). According to (Dean and Bowen, 1994; Prajogo and McDermott, 2005; Sousa and Voss, 2002à ¢Ã¢â€š ¬Ã‚ ¦Ãƒ ¢Ã¢â€š ¬Ã‚ ¦.infrastracture) quality management system provides key assurance in achieving the goals and objectives of an organization listed in its policy and strategy. Quality management system provides reliability, diligence and satisfaction in terms of process, procedures, equipment, etc and interacts with all other activities starting from customers perceptions to customers expectation for satisfying their requirement. The term quality control and quality assurance are often mixed up in line discussion of quality management system but these two terms are exceptionally different in meaning. The word quality control is more over related to product and services which identifies the satisfactory of end result, where as quality assurance is process-oriented which identifies whether the process that was carried out is applicable to meet desired objective. 1.6.1 Quality control: Quality control is a commitment to quality; usually stressed more in organization to ensure that examination of quality is applicable to specified standards and can the current system follows the planned actions. Quality control not only includes material and process but also all those elements, which begins from raw material/service introduction to finished goods. 1.6.2 Quality Assurance: According to (James R. and William M. 1996) Quality assurance is the assurance of total efforts involved in planning, organizing, directing and controlling quality in production system with the objective of providing the consumer with product of appropriate quality. Quality assurance is a systematic approach to pursuit the quality (Collins, 1994) and it approaches through quality assurances of product/services that determines whether the expected demands of the customers are satisfied according to their expectation. Usually organizations follows innovations and value added techniques to their plans and strategies in order to implement such system, which must outfit to the customers satisfaction. According to (Moreno-Lonzo and Peris, 1998) purpose of quality assurance is the conformance of the product, service and process with given requirement and standards. 1.6.3 Costs of Quality According to (Norman .G and Greg .F 1999) all those costs, which are lined up for managing quality, customer satisfaction, market share, profit enhancement can be identified as quality costs. Quality cost can be source to the identification of the opportunities and creating funding priorities for quality improvement through Pareto analysis. Further more (Dale H. Basterfield 1994) stated that Pareto analysis focuses on the quality problematic areas and once the quality issues are being resolved then it measures the effectiveness of the actions taken against quality issues. Following are the components to the cost of quality. Design Costs Appraisal Costs Internal Failure Costs External Failure Costs 1.6.3.1 Design Costs: Design costs are those costs, which are specially designed to prevent the error, which leads to poor quality. Maintaining quality system and providing customers a desired service involves dealing with high prevention cost, which includes dealing with quality planning cost, maintaining process control cost, developing human skills by training cost etc. 1.6.3.2 Appraisal Costs: All those costs which are attached in assuring the quality of products or services, are known as appraisal costs. Purchasing appraisal cost, operation appraisal cost, miscellaneous costs are the examples of the appraisal costs. 1.6.3.3 Internal Failure cost: Before to deliver the product or service to the customer, the product is passed through various operation where quality is inspected many times, so at anytime if the quality is not proved to be satisfactory then the unfinished product or service is being used as scrapped item or in some case the product is again sent through the earlier process until product claims to be in desired quality. All those costs that are involved maintaining the product quality internally are headed under the internal failure cost this may includes product or service design failure costs, purchasing failure costs, operation failure costs etc. 1.6.3.4 External Failure Costs: External Failure costs are often considered as high cost of quality management. When the product or services are ready to be delivered to the customers there are often some uncertainties attached that might includes customer found defects or product was unsatisfactory to the customer expectations, so all those cost which are incurred to correct the product or services can be headed as external failure cost. The real life example includes Toyotas Lexus safety recall 2010. 1.7 Total Quality Management: Total qual

Planning a Game Show

Planning a Game Show Title: All About Women Genre : Television Game Show Logline: It is all about eight women with lack of confidence go on a trip to learning a lot of skills from playing games to reinvent themselves, from an ugly duckling to the white swan. Objectives The main objective of this show is to change people’s behaviour to makeover themselves to be more confident in their life. People nowadays are lazy to be nice on their inner and outer beauty, so this show is to make them to have the motivation of changing themselves to be better. Secondly, our objective is to increase their knowledge of beauty. Women nowadays normally they are lack of the knowledge of beauty. In this show, we invited a lot of professional make up stylist to guide those competitors to make up, diet and so on. Lastly, our objective is to change the attitude of women by making them more attractive. There are no ugly women but lazy women in this world. Some people think that natural is beautiful. But after 20 years old, it no longer works. Through the game show, they will reinvent themselves into perfect women. Synopsis Theme: fantasy fulfilment â€Å"All About Women†, is the Malaysian Television game show. It is the first television game show to offer a Royal beauty treatment to the winner. This show will air every Sunday at 8.30pm on 8tv. â€Å"All About Women† is to help those women who are lack of confidence on themselves in the Malaysia. We will seek the competitors through some interview. Program group are choose 8 competitors to our TV game show. In the beginning, competitors will have a lot of training such as makeup, dressing and so on. After that, there will have small station game to test the competitors. The participant will get marks according to their performance in the station game. These marks is helpful in semi-final as the participant will get some mysteries gift that will boost them to get marks in the semi-final. The last two episodes are our semi-final and final. In the later period of the contest the progress of the competitors is determined 70% by public voting through text messaging or social media and 30% judged by three judges, Jimmy Lee, Grace Wang and Bernard Chandran. The show is hosted by Natalie Ng. Target Audiences The primary audience that we targeted for this show is Malaysia women and men with the age range between 20 to 55 years old. This range of people is more mature in their thinking and they can understand well about the importance of take care for their outer look. Besides that, they are more affordable in buying things to make them look more beauty. After that, this show is joyful and knowledgeable. They can watch this show in weekend to release their stress and also increase knowledge. The secondary audience that targeted for this show is all teenagers that between 13 to 19 years old. The range of this teenagers are more concern about their skin condition. Teenagers nowadays are more likely to care about their inner and outer beauty. So this TV shows can attract them to watch. Besides that, teenagers like to watch something special and excite so they will choose to watch this TV show as they will felt excited when participant are playing station games. Moreover, this TV show is first broadcast during their holiday so they are free to watch the show. Host The host that we invited is Ms. Natalie Ng. (refer to appendix 1.) She had been working for the English and Chinese markets in 2007. She had confidence to take Malaysia market after she finished her Diploma in Mass Communication. She is 8TV’s Entertainment Live Show 8 E-news in year 2008 to 2013. She had also won the 2012 Golden Award for Most Popular Host. Mentor The first mentor that we invited is Mr. Wang Ming Yong (refer to appendix 2.) which will be shown in episode two. Mr. Wang Ming Yong is a healthcare professional from Taiwan. He had studied at Australian School of Herbal Medicine. He is also a well-known dietary nutrition health care consultant. Mr. Wang had be invited before to the ‘Ladies First’ and ‘Health 2.0’ as counsellor of health care. The second mentor that we invited is Mr. Robin Niu (refer to appendix 3.) and he will appear in episode three. Mr. Robin Niu is a skin care professional which is also from Taiwan. Everyone address him as ‘Beauty King’ in Taiwan. He is graduated from a medical school in Taiwan. He have 18 years of experience in investigating skin care product. He get an award by Sogua for the most outstanding contribution to beauty. Mr. Robin have his own brand name ‘Naruko’ which is favourite by billion online users in China. This is the only beauty brand that been awarded the 2009 Top 80 Most Trusted Celebrity Brands and Best New Brand 2010 in Taiwan and China. The third mentor that we invited is Mr. Jimmy Lee (refer to appendix 4.) from Melaka that will be in episode four. Mr. Jimmy Lee is a hair stylist which have 8 years of experience in the hair do industry. When he was 18 years old, he is studying at Hair Connection Academy that is located in Bukit Bintang, Kuala Lumpur. He had also once been offered to be Hair Lecturer by Snips Academy in Sabah for 4 years. He now had formed A ‘Hair and Makeup Art Studio Academy’ in Sabah with Ms. Ryana Yong. The fourth mentor that we invited is Ms. Grace Wang (refer to appendix 5.) that will be in episode five. She is a makeup artist and have 5 years of experience. Ms. Grace Wang is more professional in bridal makeup. She had completed her hairstyling and makeup course in Taiwan and now all the product that she use is high quality product such as Mac, Bobbi Brown, Lancome and more. She also believes that makeup will enhance personal features and will make people feel good about themselves. The last mentor that we invited is Mr. Bernard Chandran (refers to appendix 6.) that will be on episode six. Mr. Bernard Chandran is a fashion designer and people call him as ‘Malaysia’s Prince of Fashion’. He is a former student of prestigious Paris American Academy in France. He is also the local Celebrities most favourite fashion designer. His cloths infused with bold colours and draw inspiration of Malaysia’s multicultural influences. Mostly of his collection is made up of complex, traditional Malaysian costume with modern touches. Mr. Bernard Chandran collection had been worn by Hollywood Stars and also Lady Gaga. Channel The TV games shows will be on air at 8TV, from every Sunday 8:30pm to 9:30 pm. The first episode will be on air at 15 March 2015 while the last episode will show on 3 May 2015. 8 TV is one of the free-to-air TV stations that are privately owned by Media Prime Berhad in Malaysia. The reason we choose 8 TV as the channel to broadcast this TV game show is the target audience of 8TV is similar to this show which is Chinese audiences and urban youth. Besides that, we choose to broadcast this games show at Sunday as Sunday is weekend and most of the Malaysians are not working or studying at that day. Most of the Malaysian will customarily watch the Chinese news that broadcast at 8:00pm so the show is on air at 8:30pm as we wish to attract the attention of audience after watching the news. Furthermore, this games show will start to broadcast during the school holiday of primary school and secondary school which is 15 March 2015 because we hope that student can watch this game show when they felt boring and continue to support this show. Episode 1: The first episode is an introduction about the TV game shows â€Å"All about Women† and the participant selection. The hosts, Natalie Ng will give an explanation about screening condition for choosing the 8 participant. For example, participant must be a woman at the age range of 18 to 30 who brace up to learn and change themselves into a perfect woman. The interview is held in the studio by 5 mentor of the TV show. They are Mr Wang Ming Yong, Mr Robin Niu, Mr Jimmy Lee, Mr Bernard Chandra and Mrs Grace Wang. The interviewee need to prepare a short video to introduce themselves and the reason why they want to change into a perfect woman. They also need to answer the questions asked by 5 mentors. The list of participant will deciding by 5 tutors and announce at the end of the show. Episode 2: For the first part of this episode, the participants will start to attend the training class. The mentor of this episode is Mr Wang Ming Yong who is a Taiwan health care professional. He will listen to the participant lifestyles and give a comment on whether it is healthy or not. He will also share his own experience on how to maintain a healthy life and the importance of healthy life. The second part of this episode will be a station game. This game is aims to improve cardiovascular fitness and helps them to maintain a healthy weight. In this game, participants are required to run on a 7 meters foot sole massager in a playground. They need to gain the lead in race in order to win the games. The champion of this game will get 6 marks while the first runner-up will get 5 marks and the second runner-up will get 4 marks, and so on. These marks will continue to increase in following episode according to their result in the station game. Episode 3: The first part of this episode will be the skincare training class. The mentor of this episode is Mr Robin Niu who is professional in skin care. He will explain the symptom of different types of skin condition and the way to take care of it. He also explains about which kind of skin is suitable for which type of skin product. After that, he recommends the best seller product and the right way to use it. For the part of station game, participants are given 20 minutes to memorize 10 types of ingredient that widely used in skin care product and its use. After that, a lightning round will hold by the host, Natalie Ng. A total of 10 questions will be asked and the participants need to be the first to blow a balloon in order to answer the question. Participant will get 1 mark when they give the right answer. The marks they gain in this episode will be added on into the marks they got in previous episode. Episode 4: In this episode, Mrs Grace Wang, a professional makeup artist, will be the mentor for makeup training class. She will first points out the mistake that done by the participant and shows them some basic makeup that is easy and suitable for everyone. Besides that, she will explain and show them the most suitable makeup for them. After that, participant will draw lots to decide who will be their partner in the following part of this episode. They need to help their partner to make up and it will be judged by Mrs Grace Wang. Both of the persons in one group will get same marks. The champion will get 6 marks while the first runner-up will get 5 marks and so on. The marks they gain in this episode will be added on into the marks they got in previous episode. Episode 5 A well-known hair stylist, Mr Jimmy Lee will be the mentor of this episode. He will first indicate the mistake that usually done by most of the women and show them the suitable hairstyles for them. He also shows them the latest hairstyles and the hairstyles that fit in different situation. After that, each of them will be given one picture that showing different hairstyles. They are required to complete the hairstyles same as the picture in a period of 30 minutes. Participant who be the first to complete the hairstyles will get 6 marks while be the second faster to complete the hairstyle will get 5 marks and so on. Participant who be the last or cannot complete the hairstyles in a period of 30 minutes will get 1 mark. The marks they gain in this episode will be added on into the marks they got in previous episode. Episode 6 The first part of this episode is a fashion training class and the mentor is Mr Bernard Chandran, a famous fashion designer. He will show them the wrong way of matching clothes and teach them how to matching outfit. He will then show them the newest trend of clothing. After that, they will move to a dressing room that contains hundreds of clothes. They need to match 3 outfits that suitable for working, shopping and outing in a period of 10 minutes. They will wear the outfit they choose and judged by Mr Bernard Chandra. Participant will get the marks at a range of 0 to 18. The marks they gain in this episode will be added on into the marks they got in previous episode. Episode 7 This episode will be a live semi-final. This episode is aim to select 4 participant who can continue proceed to final. In this episode, participant need to make over themselves in 40 minutes will the themes of traditional costume. They can use the marks they get in the previous episode to exchanges some preponderance for their makeover. For example, participant can use 10 marks to exchanges a chance to ask the mentor to help them and 7 marks to changes the brand of a tool. These participant after makeover, will show their picture of before and after. These picture will show in TV and open voting to all audience around the world through messaging or social media. Four participant who have higher votes will proceed to the final. The result will come out in the end of this TV show. Episode 8 The last episode of this TV shows is a live final competition. In the end of this episode, one winner will be the selectedparticipant and will be required to go inside a room full of clothes, accessories and cosmetic product. They need to make over themselves, at the same time, prepare a talent performance in 1 hour. After 1 hours, the photo of their outfit will upload to social media and let public to vote. The judgment criteria for the final is quite similar with semi-final except there are three judges in the final. They are Jimmy Lee, Grace Wang and Bernard Chandran. The criteria for the judges are 30% and the other 70% are from the public voting. The winner will be given a Royal Beauty Treatment. Conclusion In conclusion, even though we face a lot of problem during completing this assignment but we still manage to complete our assignment due to teamwork. While doing this assignment. We learned how to create a television game show. It is not easy to form an idea. We learned how to make a trailer for TV game show as well. When doing this assignment, we find out that it is difficult to invite the host to participate in our TV game show because they are very busy and maybe some are come from foreign country. The purpose for our TV game show is to let the public know more on how to makeover themselves to be more confident and pretty. We invite some famous and professional make up stylist to our TV game shows to attract more people participate in our TV show. We hope that teenagers can improve the knowledge of beauty through our TV game shows and became a person who perfect in both inner and outer look in the future.