Passenger Satisfaction Survey

Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Hkkjrh; jsy ifjogu izcU/ku laLFkku y[kuA Indian Railways Institute of Transport Management Lucknow July 2012 PASSENGER SATISFACTION SURVEY REPORT AND BENCHMARKING OF PERFORMANCE STANDARDS Dr. KALPANA DUBE Senior Professor (Finance & PPP) Assisted by Kishor Mehta, CMI, IRITM Ankit Tandon, RA, IIM Lucknow July 2012 Indian Railways Institute of Transport Management Lucknow Government of India – Ministry of Railways DisclaimerThe findings contained in the Passenger Satisfaction Survey Report are meant to focus on those Service related areas which require better attention by the Service Providers. Like all other Surveys these represent only an indicative checklist of areas of action and reforms and are by no means exhaustive and fully descriptive. The Survey was restricted to some cities of northern parts of the Country, the observations and findings get limited to that extent and may not apply ipso fact o to all Indian Railway Passenger Services. PPP Knowledge Center, Copyright  ©IRITMMESSAGE FROM THE DIRECTOR PPP knowledge centre was setup at IRITM in 2008. IRITM has a Memorandum of Understanding (MoU) with IIM Lucknow, for writing Research Papers, Case Studies and assimilating research findings into comprehensive periodic reports to be used for improving training inputs. This is the 4th publication of the Centre. The earlier 3 publications :1. Ideas on PPP, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM & Ashish Shukla 2. A Handbook on Project Finance & PPP Terminology, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM & Ankit Tandon 3.Studying the Efficacy of an Airport Modernization Concession Agreement, Dr. Kalpana Dube, Sr. Prof. (Fin. & PPP), IRITM The above publications have been well received not only by the Railways but even outside in the Government, Private Sector and Educational Institutions. Indian Railways is the life line of the nation. It has been instrumental in bringing about a social, cultural and economic revolution in our society and has been a strong uniting and integrating force. Despite being a monopoly in passenger services which are highly subsidized, can it afford to have a dissatisfied customer?To keep the nation moving and the customers happy, our net social service obligations in 2010-11 constituted 17. 57% of total expenditure. Analysis of profitability of Coaching Services showed a loss of 21,324 crores to which net suburban losses in Chennai, Kolkatta and Mumbai contributed Rs. 2364 crores. Other factors have also accelerated the situation which include low second class ordinary fares non suburban commuters and concession in fare extended to various categories. No other transport sector today is offering rates which could compete with the Railways.Despite so much of effort if we are still unable to keep our Customer satisfied there certainly seems to be some communication gap between us and the Customer. In order to asses th at gap IRITM conducted a â€Å"Passenger Satisfaction Survey† on the Northern, North Central and North Eastern Railway, the result of which are summarized in the publication. We hope the results would allow us the Railway personnel to introspect about our â€Å"Customer Demand† and initiate us to give a better service and be more vocal in showing our concern for keeping our Customer Happy. Ashima Singh Director IRITM Lucknow July 2012FOREWORD Passenger Amenities and provision of certain essential as well as desirable features on Railway stations as well as on-board train services continually engage the attention of policy makers in the Railway Board as well as the Field Officers in the Zones and Divisions. The ground level scenario at major stations in the country differs in terms of scope as well as its perceived usefulness by the Railway Passengers. The present survey was designed to get a comprehensive feedback on 37 different service parameters related to passenger conveniences and station facilities.While the objective assessment fields were readily responded to by most passengers the open ended questions did not elicit detailed replies and were perfunctory. The perception gap between Passenger responses and Railway Officers’ responses also highlighted some interesting differences. Illumination at Stations, Signage and Clarity of Train Announcements and Booking Counter experience have got very favorable responses. The deficiency areas which were most reported on were cleanliness on platforms and train toilets, late running of trains as well as unauthorized people in compartments.What must be emphasized here is that none of these areas actually require capital expenditure or investments or repeated policy directives. They just require vigilantism, active supervision and better coordination among the service providers within the various departments. A standard protocol of maintenance, cleanliness and supervision functions needs to be wo rked upon just like the various service related parameters put in operation at the newly developed and modernized airports. (Please refer Annexure). This is a standard checklist of service parameters insisted upon by Delhi International Airport Limited (DIAL).A similar drill would go a long way in ensuring better services on our premium stations especially A1, and A categories. The booklet has been designed in such a manner that passenger responses can be very easily understood through use of colorful graphics and simple data presentation, however the larger question which needs to be addressed is that can we provide station and on board housekeeping services which are game changers and path breaking at the same time? Which reflect a paradigm shift in the way Passenger Services are traditionally being offered by Indian Railways.Perhaps the new Station Development Corporation announced recently may introduce sweeping changes to radically alter the present system of addressing Passeng er Amenities and general conveniences to be made available to the public. The Station Development Corporation has been conceived with the primary objective of augmenting and improving passenger related amenities at stations. All the issues highlighted in the current survey would perhaps get addressed if fast tracking the activities of the Station Development agency can show visible early results.The areas of action being well designed concourses, high end waiting spaces, easy access with disabled friendly options for station premises, congestion free platforms, modern catering facilities etc. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years. In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and S ervices in Modernized Railway Stations.The Report has also been substantiated with identifying certain important performance benchmarks, using examples from the Aviation Sector. Performance benchmarking and improving customer perception are important milestones in improving station premises and passenger services beyond the conventional targets to the next level. A level which is path breaking and futuristic in its vision and implementation. If the checklist of the 37 parameters used in this study as well as the findings contained in the Audit Reports are read and comprehended by the Railway officers responsible for these functions, the purpose of the survey would be fulfilled.However, it may be useful to reiterate that station maintenance procedures must follow the KISNE principle i. e. Keep It Smart Neat and Efficient. Also while we cannot promise the moon to our customers we must ensure that what we do promise we deliver at all times with 100% efficiency and Zero Failures. These are achievable because we have a long experience of managing stations and procedures are well laid out. What is perhaps needed is a well established drill of adhering to a standard protocol of Station and Train Maintenance Practices and not allow the drill to falter even for a day.A well thought strategy, precision in execution and applying Six Sigma principles for not deviating from the Standard Maintenance and Supervision Protocol would go a long way establishing a New Order which is easy to replicate and easy to follow. Dr. Kalpana Dube Senior Professor IRITM Lucknow July 2012 The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. —-John Russell CONTENTS SN 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 TopicsObjectives of the Passenger Survey Criteria and Methodology Sample Size/Target Respondents Passenger Survey Findings Response by Railway Officers Suggestions for Proactive Action Comparison of General Public & Railway Officers’ Response Perception Gap – Between the General Public as Rail Users and Railway Officers as Rail Users Graphical Representation of the Findings Strategy For Promoting Indian Railways Image And Train Travel Experience – Some Suggestions Benchmarking & Performance Assessment Measures Sub Report One: Sample Service Quality Specifications For Delhi International Airport Ltd. DIAL) Conceptual Background for Railway Stations as Profit & Investment Centers Sub Report Two: CAG Recommendations on Passenger Services in Indian Railways 2008-09 Sub Report Three: CAG Recommendations on Cleanliness and Sanitation on Indian Railways 2007-08 Annexure 1: Citizen Charter on Passenger Services of Indian Railways Annexure 2: Questionnaire Used for the Passenger Satisfaction Survey for IR Performance & Service Standards Page No. 1 1 2 3 5 6 7 9 10 – 25 26 27 28 33 38 40 42 46Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Obj ectives of the Passenger Survey †¢ †¢ To review the facilities provided to the passengers right from ticket booking to the on-board travel experience in the trains To asses if facilities provided in trains were adequate and effectively maintained or not, from the point of Passenger Satisfaction in Station Maintenance Practices. To know the priority areas so that these can be strengthened to optimize passenger satisfaction.To asses the overall travel experience of the passengers in the Indian Railways and their perception of the organization. †¢ †¢ Criteria and Methodology An open ended questionnaire with about 37 parameters was prepared and survey was conducted with the help of three field executives provided by the Indian Institute of Management (IIM) Lucknow. The survey was conducted over a period of ten days through direct contact and filling up of the questionnaire by on-board passengers of all the Travel Classes (AC, 2nd Sleeper).The routes identified for th e survey were mainly on the Northern part of the country Lucknow – New Delhi – Lucknow, Lucknow – Gorakhpur – Lucknow, Lucknow – Varanasi – Lucknow, Lucknow – Allahabad – Lucknow, Lucknow – Kanpur – Lucknow, Lucknow – Moradabad – Lucknow, Lucknow – Firozpur – Lucknow. All the Stations surveyed belonged to A-1 and A category. 1 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Sample Size/Target Respondents The sample size of the survey was around 700 passengers which included 100 Railway Officers as well.The general passengers age profile was from 15 years to 65 years with maximum response coming in from the young adults/youth i. e. 26-35 years of age. About 28% were female respondents and balance were males. Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ——–Peter F. Drucker 2 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Passenger Survey Findings Top Efficiencies 1. Illumination & Signages 2. Availability of Porters (Coolies) at the Station 2.Booking Clerk Competency & Behaviour 3. Clarity of Announcement at Stations Top Deficiencies 1. Cleanliness of Toilets 2. Unauthorized Vendors & Passengers 2. Cleanliness of Platforms 3. Late Running of Trains Top Three Concerns/Priority Areas 1. Punctuality 2. Quality of services 3. Safety Satisfactory Services (Rated as Good) 1. Ambience of Waiting Rooms/Rest Rooms 2. Seating, Water, Trolley facilities at the Platform 3. Pricing of Food 4. Linen/Bedroll Cleanliness 5. Fans and Lights in the Trains 3 Passenger Satisfaction Survey Report and Benchmarking of Performance StandardsOther Findings of the Survey †¢ More than 60% of the people have used IT Enabled services such as Internet Ticketing, Enquiry Kiosks, Touch Screens, etc. 64% of the passengers surveyed confirmed that t hey have seen service improvements in the Railways in the last five years. 31 % of the passengers surveyed are satisfied with the Railway Amenities/ facilities. 35 % of the passengers surveyed think that Railways are giving Value for Money for the services provided. 47 % of the passengers surveyed rated Overall Services provided by the Railways as Good †¢ †¢ †¢ Your most unhappy customers are your greatest source of learning. ——Bill Gates 4 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Response by Railway Officers Top Efficiencies 1. Booking Clerk Competency & Behaviour 2. Quality & Quantity of Food made available 3. Clarity of Announcement at Stations Top Deficiencies 1. Coach/Toilets occupied by Unauthorized Passenger & Vendors 2. Handling of Theft Cases 3. Cleanliness of Toilets/Coaches Top three Concerns/Priority Areas 1. Quality of Service 2. Punctuality 3. CleanlinessSatisfactory Services (Rated as Good) 1. Water in the Coaches 2. Seating, Water, Trolley facilities at the Platform 3. Cleanliness of Platform 4. Ambience of Waiting Rooms/Rest Rooms 5. Illumination & Signages 5 Passenger Satisfaction Survey Report and Benchmarking of Performance Standards Other Findings of the Survey †¢ More than 70% of the Railway Officers have used IT Enabled services such as internet ticketing, enquiry kiosks, touch screens, etc. 94% of the Railway Officers surveyed confirmed that they have seen service improvements in the Railways in the last five years. 7 % of the Railway Officers surveyed are satisfied with the Railway Amenities/ Facilities. 86 % of the Railway Officers surveyed think that Railways giving Value for Money for the services provided. 85 % of the Railway Officers surveyed rated Overall Services provided by the Railways as Good. †¢ †¢ †¢ †¢ 6 This handbook on Passenger Satisfaction Survey and Benchmarking of Performance Standards has been compiled using the results obtai ned in a 15 day extensive Passenger Survey launched by IRITM PPP Knowledge Centre in association with IIM Lucknow.The survey was in the northern part of the country covering A-1 and A category stations. 700 responses were obtained on 37 different passenger service parameters under nine categories ranging from Point of Sale to On-board Facilities to IT based Passenger Transactions. These have been compiled in easy to read, colourful graphics in this Report. The Report has been made more useful by adding edited versions of the comprehensive, pan-India Passenger Service Surveys and Station Cleanliness Surveys conducted by the CAG (Railways) in the last few years.In addition, some additional literature and visuals of world class stations have been added to give a feel of what the future may look like in the days to come for Passenger Amenities and Services in Modernized Railway Stations. This handbook would be of use not only to IRTS Probationers but also to all frontline Managers and S taff in Indian Railways responsible for Station Maintenance, Sanitation and Passenger Amenities. The handbook can also be accessed on the IRITM website www. iritm. indianrailways. gov. in.A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. — Mahatma Gandhi Hkkjrh; jsy ifjogu izcU/ku laLFkku y[kuA Indian Railways Institute of Transport Management Lucknow Hardoi By-Pass Road, P. O. Manak Nagar, Lucknow – 226 011 Ph. : 0522-2471961, Fax: 0522-2473929, website: www. iritm. indianrailways. gov. in

This Way to the Gas, Ladies and Gentlemen

â€Å"It is that very hope that makes people go without a murmur to the gas chambers, keeps them from risking revolt, paralyses them into numb inactivity†¦ hope that breaks family ties, makes mothers renounce their children, or wives sell their bodies for bread, or husbands to kill. † (122) â€Å"This Way to the Gas, Ladies and Gentlemen† by Tadeusz Borowski displays how survival and death have a close relationship. With an absence of morality Tedeusz becomes a key component to the executor’s effort. The overturn of values and an uncertain hope by the personal view of Tedeusz reflects on how the civilization as a whole is suffocated by Nazi control. It is essential to endure these issues in order to survive. The narrator Tedeusz slides into survival mode with a unique role in the camp, he witnesses and describes the complexity of survival and hope in the camp. He arrives at Auschwitz as a â€Å"political† prisoner when the policy on extermination changes, three weeks earlier â€Å"Aryans† stopped being sent to the gas chambers, with that he wedges himself in the middle of the hierarchy. With that, he does not live as a prisoner and does not endure the daily tasks as bad as most. He becomes one of the experienced, well-adjusted, completely institutionalized inmates. For him everything is a matter of sheer practicality, and people who refuse to cooperate with the necessary politics of camp life deserve not pity but contempt. The Canada men â€Å"carry [the babies] like chickens† (116), showing their surrender to the system of the Nazis. He is a victim collaborating in crime; immunized against the evil that surrounds him; able to find a fairly comfortable situation. His tone is one of moral indifference; he views the murdered people and the ones dying of starvation from a distance, without compassion, with scorn even. In â€Å"Auschwitz, Our Home,† one of the short stories in the collection, the narrator exclaims, â€Å"Never before in the history of mankind has hope been stronger than man, but never also has it done so much harm as it has in this war, in this concentration camp. We were never taught how to give up hope, and this is why today we perish in gas chambers. â€Å"(122) He is confronted by a world where the future is unknown. It plants an insightful thought of the working world. The writing portrays in such a brutally honest tone it forces us to confront the world and our understanding of human nature. In Auschwitz the odds are against survival what happens when we are confronted by a world where a future is not certain. We are asked to reaffirm our beliefs and the foundation for our beliefs. Does hope motivate us to action, or in essence of the text, does it paralyze our belief system and make us less likely to act for survival? Some characters that came off the trains showed yes some showed no. One character in particular bravely makes a decision right from the train. â€Å".. And over there is the gas chamber: communal death, disgusting and ugly. And over in the other direction is the concentration camp†¦ more hideous, more terrible than death†¦ I know, she says with a shade of proud contempt†¦ She walks off resolutely in the direction of the trucks. † This is a dignified act; she is unafraid to stand up for her values. On the contrary, a woman is numbed by the choice she must make, â€Å"She is young, healthy, good-looking, she wants to live. But the child runs after her, wailing loudly: ‘Mama, mama don’t leave me! ’† (43), she sacrifices her morals for a hope of survival with a tragic innate act. The novel also exhibits how hope gets in the way for survival. Every aspect of civilization is devalued so that everyone is under the same system created by the Nazis. Incomers remind the prisoners of their lost values and show a glimpse of the outside world, they are then treated with resentment and disgust. The Nazis and the prisoners feel better than the incomers and quickly reject them and their system of values in forms of anger. The Canada men â€Å"brutally tear suitcases from their hands, impatiently pull of their coats† (118). As a â€Å"woman reaches down quickly to pick up her handbag. A whip flies, the woman screams, stumbles, and falls† (115) the narrator says, â€Å"I don't know why, but I am furious, simply furious with these people-furious because I must be here because of them. I feel no pity. I am not sorry they're going to the gas chamber. † (116) the prisoners feel anger toward the incomers because â€Å"the easiest way to relieve your hate is to turn against someone weaker. † (116) Even the prisoners feel no sympathy for the incomers because the outside and inside worlds of the camp do not mix; only one world can exist. Since a civilization is based on pure values, these values must be united as one. â€Å"If the dead are wrong and the living are always right, everything is finally justified; but the story of Borowski’s life and that which he wrote about Auschwitz show that the dead are right, and not the living. † (26) To endure the derailed moral value in the camp, one must live in savagely, in each present moment and with faith to survive. By way of justification and structure Tedeusz and others learn that survival and death are in close association.

Post Mortem

Victorian post mortem photography was a custom prevalent in Europe and, to some lesser extent, the United States. It was a culture where people used to pose for photographs with their deceased loved ones for memory purposes. This was a way through which families could mourn and accept the loss of their loved ones. Remembrance encouraged the practice of post mortem photography since most people, especially infants and young adults, were photographed together with their family members to keep their memories alive.This paper will argue that many individuals from the Victorian era who participated in post mortem photography were heavily influenced by religious beliefs that in time developed into religious fixations. Post mortem photography is defined by modern psychiatry as an aspect of acute grief, which occurs in the early aftermath of a death. Acute grief can be intensely painful and is often characterized by behaviors and emotions that would be considered unusual in normal everyday l ife.Some individuals from the Victorian era (1837-1902), who believed in post mortem photography, saw their life here as an entrance to eternal life in heaven. However, these individuals from the Victorian era further believed in freeing the soul so that it was not enslaved in the body after death and further believed that post mortem photography would so free the soul of the deceased. Background: Even though post mortem photography and the dead have a long history, most associate post-mortem photography to the Victorian period in Europe and, to some lesser extent, the United States.Post-mortem photography was very popular in this 19th century period because the invention of the first photographic process, daguerreotype (a photographic process, which a picture on a silver surface sensitizes tit iodine was developed by exposure to mercury vapor, invented in 1839) made photography much more affordable. Daguerreotype photography was embraced since it was cheap and fast as compared to d rawing; this faster and cheaper technique also offered the middle class with a way to remember the deceased.Basically meaning, that those authorizing a post-mortem photographic sketch of a relative or friend also had the financial ability to meet the cost. Because of post mortem photography new nature, society embraced the daguerreotype quickly without having a second thought. â€Å"Post- mortem photography thrived in hydrotherapy ancient decades, among costumers who preferred to posses a photo of their deceased members as compared to lacking a memory. † (Cornwall, 2004, p. 61). The photographs were used as keepsakes to remember family and friends.Some photographers dedicated a substantial portion of their time to photograph the deceased. The strict relation between post mortem photography and the Victorian period inclines to overlook a number of variables. For instance, post mortem photography is still appreciated today in the same way as it was in the 19th century (Carmicha el, 1966, p. 53). Nevertheless, there is a limited amount of photographers wrought the United States who still perform post mortem photography, and death masks.However, many modern post mortem photos put less effort on giving the deceased a life-like appearance, and instead captures pictures of the deceased in coffins. Main Point 1: During the Victorian era, it was clear there were bizarre superstitions and rituals that families abided by to ensure their loved ones got the proper burial. In addition, to the bizarre superstitions and rituals, during the Victorian era some individuals participated in witchcraft and Joined cults. Victorian society was full of bizarre prepositions and rituals, like covering all mirrors with black fabric when someone died.Most people participated in this bizarre superstitions and rituals because it was feared that the mirror could steal the decease's soul and keep it. Also, during the Victorian era many individuals in Europe and, to some lesser extent, t he United States believed in death omens, which is an indicator that the person who is visited by bad spirits is going to die. For instance, seeing themselves in dreams, or seeing an owl during the day. Main Point 2: An initial dwelling of the deceased is considered to be normal.However, Jean Calenderer, a researcher at the University of North Carolina at Chapel Hill of Victorian ghost stories and early psychology, describes acute grief as pathological (meaning evidence of being mentally disturbed). It then becomes a fixation. (Spirit Photography: Victorian Culture of Mourning, 17). These bizarre superstitions and rituals were really Just symptoms of some deeper-seated pathological issues. Prevailing Theories There are other psychological answers to the obsession with the deceased.Post mortem photography in and of itself is not necessarily evidence of some sort of pathological issue. Even though the today's society looks at post mortem photography as a morbid action, most of us stil l practice it in various ways. Only the actual real life posing for the pictures is what has been abandoned. People have cultural practices that make them still value the practice of post mortem photography for purposes of remembrance. Also, the practice of post mortem photography is still essential in some religions, such as for Catholics, who cherish respecting the deed for several reasons.One is the continued need to memorial the deceased using a worshiped treasure, such as a photograph. A second reason is to maintain the continuity of church growth and ideas, as the process of the passing down of information regarding certain prominent church personalities and how they dedicated their life to serve could trigger the use of post mortem photography. This is because in current society, we identify ourselves with these people. Post mortem photography also is currently used in criminal investigations.The use of post mortem photography is essential in ensuring that even the dead can b e accorded Justice. Post mortem photos are often used as aids to deduce the cause of death of an individual, specially in a case where the death occurred under mysterious circumstances. This shows that the current use of post mortem photography in our Justice system is justifiable. Documentation does have limits. For example, in a massacre, for purposes of evidence, it is essential for the Journalist and people concerned to take pictures of the dead, but to be able to pose them for the public is not accepted.Nature always exposes human beings to challenges that need to be recorded for future generations. The use of post mortem photography as a record for future reference is commendable. For instance, in the field of anthropology, photographic communication of events is essential for they act as proof of what actually happened. Though, some people depict this as uncultured to some extent. There are certain photos that anthropologists would use, but societal moral values and beliefs r estrict the use of such photos.Yet, in order to validate the scientific findings, it is still justifiable to use post mortem anthropology to achieve this purpose regardless of societal values. Rebuttal People today are scared of death, it is not perceived as in the early 19th century when people used to take death as a normal thing. Death was more of a way of life urine the Victorian era for several reasons. Mothers died in childbirth, children died from preventable diseases, adults lived much shorter life spans. Modern medicine and technology have eliminated all of these as concerns.Celebrations such as Halloween show how people today are scared of death, as, for example, the masks used are normally from images related to death. They are intended to scare people, but at the same time they actually depict what was meant for post mortem photography. People avoid death, it is still something that happens to all of us eventually, but modern society has made it into something to be afra id of, something o scare little children and something to be kept at a distance. Most people no longer associate death as being a normal event as in the 19th century.Thus, what occurred in the 19th century was more related to trying to understand death as a normal part of life, not a pathological condition requiring medical treatment. Conclusion Even though post mortem photography was mostly attributed to the Victorian era, today people still practice this through recordings as keepsakes, the taking of post mortem pictures for use in our Justice system, the use of methods such as tattoos rented on our skin, graffiti painted on our cars and walls, images and pictures of the dead in their graves, as well as statues.We are not running away from death and post mortem photography, but we are only distancing ourselves from death while adopting other ways to remember the departed ones.

Personality Theories Essay Example | Topics and Well Written Essays - 750 words

Personality Theories - Essay Example I have several close friends but there was this one, whom I considered the best. This friend of mine exemplifies being both an extrovert and agreeable person. She is the type of person who is very vociferous, never runs out of topic to talk about. She is quick on making short funny stories on every situation she is in, gifted with a good sense of humor. We always have a good laugh whenever she is around. She also does not mind being the cynosure. I also call her my personal guidance counselor for she always offer sound advises to my problems. She is willing to spend her time with her friends not minding the handful tasks that await her. I can see how she values friendship by being loyal to her friends and being sensitive to others emotions. When everybody is feeling down she remains optimistic, giving all of us hope. With her traits she can win as Ms Congeniality. I am only one of the many friends she has. There was this one incident that I will never forget. We had a 3 day vacation with our friends. All of us were eager to go home but when we arrived at the airport we were informed that our flight will be delayed for 2 hours. Everybody went berserk but my best friend remained calm. She took the effort of explaining that there must be a big reason why it happens, pointing out possible things that might happen if our flight would follow its original schedule considering the terrible weather outside and everybody listened to her. She then started telling hilarious stories about her work and personal experiences. To my surprise my friends took turns in sharing their funny stories. It was so entertaining that even the other people at the lounge were laughing. It looks like the lounge was converted into a gag show with my friend as the stand up comedian. Almost everybody was laughing listening to the side-splitting stories. Nobody then fretted for the delayed flight. After the long wait it was then announced that we are to board the plane in a few minutes. The passengers were even giggling as we boarded the plane. My friend was seated next to the middle-aged woman who was seated by the window. The woman next to her asked if they could exchange seats. I have known my friend for so long and I know that she also hates sitting by the window. Yet to my surprise, she agreed. The woman was now seated between us. My friend noticed that the woman's hands were shaking, somewhat quivering. She asked the woman if she was okay. The woman explained that it was her first time to board a plane on a bad weather and it made her nervous and a little bit scared. We then introduce ourselves and befriended her. The woman's name was Joise. Knowing my friend's abilities, she kept on talking just to entertain Joise and to ease away her fears. The trip was a little bit bumpy due to the weather condition, yet we remained relaxed for we had a very nice conversation. We talked about almost every thing and ended up with Joise's life story. I was already exhausted so I closed my eyes but I can still hear them talking. I was very amazed of my friend's willingness to listen since the topic had become so boring. This really showed her interest on people. I did not notice that I had fallen asleep already and was only awakened when the stewardess asked me to put on my seatbelt for we are about to land. The next thing I

Summary Essay Example | Topics and Well Written Essays - 1250 words - 1

Summary - Essay Example that Ronald Regan did not formulate the drug law with the intention of saving the American society but with the intention of making his leadership popular. From the interview, it is evident that the new drug law simply focuses much on fishing out African-Americans and taking them to prison since the notion that most police departments have is that individuals from this race are potential criminals. As a result, the drug law, as Michelle asserts, is simply a replica of the Jim Crow System, which ensures mass African-Americans incarceration. Certainly, the evidences provided by Michelle are backed up by most of the incoming callers who also agree that the drug law is just but another form of Jim Crow System (On-Point with Tom Ashbrook). Generally, the drug law has resulted to some innocent individuals being taken to jail for drug offences, thereby their rights being violated. Since most U.S. police departments are keener on the way African-Americans carry out themselves than other races, a higher percentage of prisoners in most jails are African-Americans. Therefore, there is clear evidence that racial discrimination against African American still exists, and there is enough evidence depicted when an explanation of what feels like to be a young African-American in the U.S. is described; African-Americans are always viewed as potential criminals. In this On-Point Radio discussion, Tom Ashbrook interviews two guests; David K. Randall (a professor at New York University) and Rosalind Cartwright (a professor at Rush University). The discussion focuses much on Randall’s book â€Å"Dreamland: Adventures in the Strange Science of Sleep.† Generally, what inspired Randall to write this book was the fact that he used to sleepwalk. Therefore, after visiting several doctors with few positive results, he decided to carry out research on sleep in humans. According to Randall, his main focus was to recognize whatever takes place when an individual is asleep. In addition,

Registered Nurse Research Paper Example | Topics and Well Written Essays - 1000 words

Registered Nurse - Research Paper Example RNs are guided by documents published by respective professional associations and state legislations with regards to legal and safe scope of practice. The American Nurses Association, ANA (2014) observes that state law regulation administered by the Board of Nursing in different states ensures that specific acts are interpreted appropriately with regards to nursing administration. The Code of Ethics for RNs guide on nursing responsibilities being consistent with administration of quality nursing care and observing professional ethical obligations (ANA, 2014). It has nine provisions which articulate succinctly the ethical obligations and duties of RN, nonnegotiable ethical standards governing the profession and expresses the profession’s understanding of commitment to society. It covers all the moral and ethical standards expected of RNs supported by relevant nursing and ethical theories. As documented by the US Bureau of Labor and Statistics, BLS (2014), the career path to a registered nurse involves undertaking a diploma from an approved nursing program, associate degree in nursing, ADN or Bachelor of Science degree in nursing, BSN. Students should undertake courses in physiology, anatomy, nutrition, chemistry, microbiology, psychology, social and behavioral sciences and liberal arts. Whereas BSN takes four years to complete, ADN and diploma courses take between 2 and 3 years. Supervised clinical experience should be undertaken in all these programs. Additionally, there are master’s programs and programs for those with bachelor’s degrees in other fields seeking to enter the nursing profession. The Commission on Accreditation of Allied Health Education Programs, CAAHP and Commission on Collegiate Nursing Education, CCNE are responsible for accrediting institutions offering courses in nursing in the US. As documented by the American Association of Colleges of Nursing, AACN (2014), the BSN

Plan for obesity Essay Example | Topics and Well Written Essays - 750 words

Plan for obesity - Essay Example Simple explanation to the effect is that during 1950s and 1960s towards 1970s through to 1980s, the world treated to less advanced technology and family systems that reiterated the importance of parental care during growth and development of children. Currently, almost every parent involves in income generating activities and has limited time to socialize and provide direction to children on issues related to diets and technological use. For clear understanding of the concept of obesity and its causes, it is important to consider the principles of Social psychology theory. Social psychologists have interest in studying factors within societies that make people behave, imagine, think, believe and act in the way they do in the presence of others and relative to social contexts. Social psychology help in exploring the change in the relationship between parents and their children and the impact of such as far as childhood obesity is concerned. In the past when economic situations were bearable, and parents did not have to work for more than twelve hours daily, obesity was term identical to any sphere of social structure including medical field. This probably was due to the closeness of parents to their children that enabled opportunity for parents to regulate activities of their children. In the years before 1980s, parents ensured that their children played and consumed healthy meals. Technological advancement that is c urrently responsible for high presence of processed ready food materials was also absent or minimal. Currently, economic difficulties have forced parents to work for longer hours and sparing little time to socialize with their children to provide guidance on healthy food consumption, physical practices and sustainable use of technological entertainment materials like televisions, computers, and play stations among others. That disconnection between parents and children has exposed the latter to unsorted advertisements about food materials,

Participation Questions Essay Example | Topics and Well Written Essays - 750 words

Participation Questions - Essay Example Inez defines enterprise transformation as a change from lesser level to a greater level, which is quite right. Enterprise transformation usually is done for the business upgrade and with this transformation, the business is able to progress further because of the newly introduced improvements. Betty Bacon-ward also defines enterprise transformation as a change for the improvement of services and people of business, which is again correct. Ronald Scherban, Sheila and others also define enterprise transformation the same way. Dawna Radtke informs about enterprise transformation as enterprise’s renewed motivation, values and vision while I feel this is not wholly true as motivation is always there with business activities and usually a change discourages people in some cases. However, transformation renews business procedures, refreshes values and vision of the business. Therefore, enterprise transformation is all about change that is brought in a business for the betterment of the business and its people. Leaders play a crucial role in the transformation that is brought in a business. It is usually difficult for the employees of a business to accept any new thing such as change. The leaders that are motivated, distinguished, strong and have powerful leadership skills are able to motivate people in order to accept the change and work accordingly. The responses given for the question related to the role of leadership in transformation procedure inform that without leaders, the transformation process is quite hard. Leaders must be good enough to make the people agree to the change. Good leaders are able to make people follow them not because of their assertiveness but because of their leadership skills. It is rightly said that leadership cannot be underestimated. Without leadership, a successful transformation and a successful acceptance of transformation cannot take place.

Analysis of a primary research article Example | Topics and Well Written Essays - 250 words

Analysis of a primary research - Article Example The null hypothesis for the second study is the diarrheal outbreak at a day care center was not caused by E. coli O145. In both studies, the independent variables were demographic and environmental characteristics in both settings while the dependent variable was the presence of either of the E. coli strain in stool samples. There was no multivariate analysis or standardization of variables in both studies. The first study is a case control study and the cases were defined as individuals with laboratory confirmed E. coli 0157:H7 or those with a clinically compatible diagnosis (Jay, Garrett and Mohle-Boetan). The cases were healthy individuals. The second study lacks defined cases and controls (Wahl, Vold and Lindstedt 7). The presence of E. coli in both studies was established by culture and typing and the units of measurement for the concentration of the organism were Colony-Forming Units per milliliter (CFU/ML). In both studies, statistics on laboratory diagnosis of the different E. coli strains were presented. Positive culture and typing results were used to support the hypothesis on the presence on an outbreak in both studies. The outbreaks were caused by the E. coli strains in the two studies. Based on the results of the two studies, the authors recommend routine surveillance in an effort to detect future outbreaks. Although no limitations were identified in the first study, the authors in the second study reported limitations in the study design and results. Another limitation in the second study was that the symptoms were self-reported; hence, the study was subject to variations between clinical data and what was reported (Wahl, Vold and Lindstedt 8-9). Wahl, Erik , et al. "Investigation of an Escherichia Coli O145 Outbreak In a Child Day-Care Center -Extensive Sampling and Characterization of eae- and stx1-Positive E. Coli Yields Epidemiological and Socioeconomic Insight." BMC Infectious Diseases 11.238 (2011):

A research on how importance of good HRM for asia's leading cost Essay

A research on how importance of good HRM for asia's leading cost airline in Malaysia - Essay Example ....................... 2.1 Introduction.................................................................................................... 2.2 Cultural diversity............................................................................................. 2.3 Performance management and evaluation..................................................... 2.4 Participative leadership................................................................................... 2.5 Line management training............................................................................... 2.6 Conclusion....................................................................................................... The importance of good HRM for Asia’s leading low cost airline 1.1 Introduction Air Asia, headquartered in Kuala Lumpur, Malaysia, is considered a pioneer of low cost airline travel and is considered the world’s best low cost airway provider. The company operates in an oligopolistic market str ucture, one where there is only a small handful of air travel carriers. In this type of market, competitive rivalry dictates the majority of strategic business decision-making in which the organisation must be adaptable and flexible to changing market conditions and competitive behaviours. In 2011, Air Asia sustained revenues of US $1.62 billion (Air Asia 2012). The company operates as Air Asia and also under different subsidiary brands, including Air Asia X, Air Asia India, Air Asia Japan, Philippines Air Asia, Thai Air Asia, and Indonesia Air Asia. This makes the company a legitimately multi-national organisation, one which must work with distinct regional social cultures in a very diverse employment model. Cultural differences make training and development critical in order for Air Asia to maintain its positive brand reputation and ensure that the organisational structure operates much like a cohesive, family-oriented unit. The company’s mission is â€Å"to be the best co mpany to work for whereby employees are treated as part of a big family† (Air Asia 2013, p.2). In order to accomplish this mission, having good human resources practices, especially in areas of training and development, is absolutely essential. Gaining competitive advantage involves ensuring expatriates adjust to new cultures within subsidiaries, promoting career succession and emphasizing team ideology in all inter-dependent business units. 1.2 Research title, questions and objectives Research Title The importance of good HRM for Asia’s leading low cost airline Research Question How can the training and development programs impact on the performance of AirAsia Airlines known as a budget airline? Research Objectives 1. Provide an analysis of training and development programs. 2. Evaluate the effectiveness of training programs for employees 3. Discover how Air Asia utilises performance management in a budget carrier business model. 1.3 Research rationale Training program s are very important for companies today as it helps to bring the company a positive brand reputation by ensuring that employees understand all operational and service delivery roles. Training and development brings more benefits to the company in terms of talent management and also provides advantages against competition through building of competencies and service skills. To understand an oligopoly, one must understand how a business utilises its employees as valuable resources to achieve mission and vision, whilst also satisfying important revenue-building customer

Follow That Dream Essay Example | Topics and Well Written Essays - 1000 words

Follow That Dream - Essay Example The article â€Å"Free to innovate† by Christine Canabou illustrates how one company, the Fallon, experienced substantial changes in its life after being purchased by the global advertising giant Publicis Group SA. Notwithstanding its chairman fears for the employees to be left their â€Å"home† because it was sold out, the company made all possible to prove that its soul was not going to change. And the company showed that by creating a manifesto that called for breakthrough ideas, such as â€Å"to unlock the entrepreneurial hostages within the agency†. New ideas were transformed into a full-blown company initiative- a â€Å"Dream Catchers† that gave employees license to be a little selfish and make their dreams come true sooner. One year after the initiative was launched, hundred staffers achieved their dreams (visited museums, ran with bulls etc.). The acquisition was as a strategic move the target of which was to help to achieve ambitious goals that th e company could not probably achieve on its own. Today Fallon  is a full-service advertising agency with the headquarter in Minneapolis with numerous awards and open marketing boundaries, intranet  with the same companys quirky humor, full-fledged division of interactive consulting group and redesigned  flagship office that brought a new way of working and grouping people. The article shows the overall positive picture of the acquisition and does not show any pitfalls that usually happen within the organization. The acquisition is about a change and it is obvious that the Fallon agency had certain changes in the top team. New arrivals and changes in the administrative efficiencies could not stay unnoticed by the staffers. While top teams work closely on key areas in order to improve them, the other areas may be left inactive. While acquisition offers the possibility for entering new markets and expand the company with its portfolio, some cultural issues may cause problems

Energy Crisis and Pakistan Essay Example for Free

Energy Crisis and Pakistan Essay There has been an enormous increase in the demand of energy in Pakistan as a result of industrial development and population growth, as compared to increase in energy production. The number of energy consumers has increased to 12.5 million: household 46 per cent, industry 28 per cent, agriculture 12 per cent, bulk supply nine per cent and commercial five per cent. For faster economic growth, Pakistan need more generation. Supply of energy is, therefore, far less than actual demand, resultantly crisis has emerged. An energy crisis can be defined as any great bottleneck (or price rise) in the supply of energy resources to an economy. Pakistan’s energy infrastructure is not well developed, rather it is considered to be underdeveloped and poorly managed. Rapid demand growth, transmission losses due to out-dated infrastructure, power theft, and seasonal reductions in the availability of hydropower have worsened the situation. Consequently, the demand exceeds supply and hence load shedding is a common phenomenon in all cities. Energy crisis in Pakistan started in 2007 and in 2008 it took a serious turn. During 2009-10, energy supply and per capita availability of energy witnessed a decline of 0.64 per cent and 3.09 per cent respectively in comparison to previous year. Pakistan needs around 15,000 to 20,000 MW electricity per day, however, currently it is producing about 11,500 MW per day hence there is a shortfall of about 4000 to 9000 MW per day. The power companies, circular debt is a big issue which has risen to 230 billion. Line losses, mainly theft, lone contributed Rs.125 billion to circular debt. It is better for the government to focus on curtailing power theft. Mere power tariff raise could not revive the power sector, as numerous hikes in the past have not resolved the chronic problems of circular debt and power theft. Pakistan’s energy consumption is met by mix of gas, oil, electricity, coal and LPG sources with different level of shares. Share of gas consumptions stood at 43.7 per cent, followed by oil 29.0 per cent, electricity 15.3 per cent, coal 10.4 per cent and LPG 1.5 per cent. Guddu plant is largest thermal operated plant with a capacity of 1,650 MW, while two largest Independent Power Plants (IPPs) are: Kot Addu (1,600 MW) and Hubb river (1,300 MW). In 1994 during the Benazir’s government the IPs projects were bitterly opposed, blaming the government of taking commissions in these projects. However, no one had any idea how to solve the electricity problems. The situation went complicated when the civil-military bureaucracy didn’t allow Nawaz government to export surplus power to India because trading with the enemy on the basis of Most Favoured Nation (MFN) status was not acceptable to them. Now the circumstances have changed and we are ready to import electricity from India by granting them the same MFN status. Hydro power is generated by using electricity generators to extract energy from moving water. Pakistan is having rich resources of energy in hydel power; however, only 34 per cent of total electricity generation is coming from this power. Currently we are having 6555 MW against the potential of 41000 t0 45000 MW. Current hydropower stations are: Tarbella Dam: 3,478 MW; Ghazi Barotha: 1,450 MW; Mangla 1,000 MW; Warsak 240 MW and Chashma 184 MW. Potential hydropower stations are: Diamer-Basha Dam 4,500 Mw; Munda Dam-Swat River in Mohmand Agency 740 MW; Kalabagh Dam 2400-3600 MW; Bunji Dam 5400MW and Dasu Dam 3800 MW. Alternative sources of energy: Wind power harnesses the power of the wind to propel the blades of wind turbines. These turbines cause the rotation of magnets, which create electricity. Though Pakistan has potentials of wind energy ranging from 10000 Mw to 50000 Mw, yet power generation through wind is at the initial stages and currently 06 Mw has been installed in first phase in Jhimpir through a Turkish company and 50 MW will be installed shortly. More wind power plants will be built in Jhimpir, Gharo, Keti Bandar and Bin Qasim Karachi. Solar power involves using solar cells to convert sunlight into electricity, using sunlight hitting solar thermal panels to convert sunlight to heat water or air. Pakistan has the potential of more than 100,000 Mw from solar energy. Building of solar power plants is underway in Azad Kashmir, Punjab, Sindh and Baluchistan. However, private vendors are importing panels/solar water heaters for consumption in the market. Alternative energy Development Board (AEDB) is working for 20,000 solar water heaters in Gilgit Baltistan. Mobile companies have been asked by the government is shift supply of energy to their transmission towers from petroleum to solar energy panels. Biomass production involves using garbage or other renewable resources such as sugarcane, corn or other vegetation to generate electricity. When garbage decomposes, methane is produced and captured in pipes and later burned to produce electricity. Vegetation and wood can be burned directly to generate energy, like fossil fuels, or processed to form alcohols. Brazil has one of the largest renewable energy programmes from biomass/biodiesel in the world, followed by the US. Alternative Energy Development Board (AEDB) of Pakistan has planned to generate 10MW of electricity from municipal waste in Karachi followed by similar projects in 20 other cities. Nuclear power stations use nuclear fission reaction to generate energy by the reaction of uranium inside a nuclear reactor. Pakistan has a small nuclear power programme, with 425 MW capacity, but there are plans to increase this capacity substantially. Since Pakistan is outside the Nuclear Non-Proliferation Treaty (NPT), it is excluded from trade in nuclear plant or material which hinders its development of civil nuclear energy. Remaining issue in development of nuclear energy are enrichment of uranium from U235 to U238, controlling chain reaction and dumping of solid waste. Pakistan has had wider potentials to tap energy, however, due to lack of any integrated/proactive planning, very less number of power producing plant were installed to meet demand. Resultantly, over the years, the gap between energy demand and supply drastically grew and now against demand of 20000 Mw, we are having around 115000 MW. Energy mix in Pakistan is quite imbalance in comparison to other countries, with greater reliance on non-renewable resources of gas (43.7 per cent) and oil (29 per cent majority of which is imported). Prices of petroleum products/crude oil fluctuate and in current Afro-Arab political crisis, the oil prices are likely to increase manifold affecting oil prices in Pakistan. A rational energy mix planning ought to be developed giving greater dependency to renewable (hydel power), indigenous (coal) and alternative energy resources (wind and solar energy). Coal: Pakistan is having one of the largest coal fields in Thar, having reserves of more than 175 billion tonnes, which exceeds equivalent oil reserves of Saudi Arabia, Iran, etc. In addition to power generation, this coal can be used for chemical and fertilizer production. Moreover, employment provided to workforce can be instrumental in increasing GDP and economic prosperity to many families. This is a positive sign that our renowned scientist, Dr, Samar Mubarakmand, has been working on the project to produce electricity from coal. Pakistan has potential of hydro resources to generate 41000 to 45000 MW; however, only 6555 MW is currently being generated by this important renewable resource. Four large hydropower dams namely Kalabagh 3600 MW, Bhasha 4500 Mw, Bunji 5400 and Dasu 3800 MW can be constructed to generate hydroelectricity. Similarly, many small to medium hydro plants can be installed on rivers and canals, etc. Energy is pivotal for running all other resources and crisis of energy directly influences all other sectors of the economy. The economic progress is hampered by decline in agricultural productivity as well as by halting in operations of industries. One important factor of lower GDP and inflation of commodity prices in recent years is attributed to shortfalls in energy supply. Social issue: this factor is primarily related to the domestic usage of energy (cooking, heating, and water provision). Load shedding cause unrest and frustration amongst the people and results in agitation against the government. Decline in economic growth, lower agricultural productivity, unemployment and shackling industrial growth result in increasing poverty. Currently, around 40 per cent of our population is living below the poverty line and this ratio is increasing day by day. Ample control of energy crisis will surely yield in curbing this menace. Conclusion: energy crisis has, more or less, plagued all sectors ranging from economy to industry, agriculture to social life, inflation to poverty and it is hampering national progress in a drastic manner. Nonetheless, the menace of energy crisis can be controlled by the government through making effective policies and its proactive implementation. Simultaneously, it is the responsibility of all Pakistanis, to utilise the available energy astutely and play our due role in the progress of our country. Following measures will be helpful in fighting the menace of energy crisis.

A Room with a View: Chapter by Chapter Analysis

A Room with a View: Chapter by Chapter Analysis Opening a Window A Room with a View by E.D. Forster explores the struggle between the expectations of a conventional lady of the British upper class and pursuing the heart. Miss Lucy Honeychurch must choose between class concerns and personal desires. Honeychurch is a respectable young lady from a well-known family. She travels with Miss Charlotte Bartlett to Italy at the turn of the century. In Italy they meet Mr. Emerson and George Emerson. George is young man who falls in love with Lucy. Mr. Emerson is an idealist and a dreamer. Only a couple of days after they get to Italy George kisses Lucy while standing in the middle of a waving field of grass. George does this with out her permission or discussion. Even though this surprises Lucy and backs away she still participates in the kiss that tells the readers that there is something in her heart that drives her toward George. Georges function in A Room with a View is clear: he is a source of passion in a society that is tightly sealed with convention, timidity, and dryness. When Lucy comes home to Britain she is proposed to by Cecil. She accepts the offer because she knows that it is the proper thing to do. Cecil is an intelligent, well-respected man but lacks the passion that George penetrates. When Cecil attempts to kiss Lucy it is very different than George. He first of all asks permission, then Cecil timidly moves in to kiss her, and lastly his glasses fall off. This example shows the difference between Cecil and George and how Cecil lacks the aggression an d desire that George has. Lucy has to make the decision between the mind and the heart. She is torn between Cecils world of books and conformity and Georges world of passion and nature. This decision is not easy for Lucy to make. Lucy came really close to marrying the wrong man due to her lack of thought. She has grown up and lived a life of proper existence. However, Lucy possesses passionate qualities they have just been repressed her entire life. Her only emotion outlet is the piano, in which she prefers dramatic pieces by Beethoven. She plays the piano in order to let out her frustrations brought on by her surrounding characters. Lucy is brought up to be proper and not outgoing or passionate. George will eventually show her how to be passionate and open to new ideas. George is a man that breaks the chains of conformity to free Lucys spirit and he does this efficiency. George kisses Lucy for the second time and he explains that love exists between them. He tells Lucy that she can not marry Cecil because he does not understand women and will never understand Lucy. George also explains that Cecil only thinks that he loves but in actuality only wants her for an ornament. George, on the other hand, wants her as his partner in the great adventure of life. Lucy has lied to herself and to everyone else around her until she is eventually cornered into tearfully admitting her love for George. A Room with a View is a love story about a young proper women who is engaged to a proper man she does not love, and the frantic efforts a another young man to her see what love is and that she loves him. Lucy struggles between what is expected of her and what she really wants. By the end of the novel, George will have offered Lucy a view out of the window of her life. George will have opened a window for her. British social comedy examines a young heroines struggle against straitlaced Victorian attitudes as she rejects the man her family has encouraged her to marry and chooses, instead, a socially unsuitable fellow she met on holiday in Italy. Classic exploration of passion, human nature and social convention. A Room with a View was published in 1908. It was one of Forsters earliest novels, and it has become one of his most famous and popular. E.M. Forster was twenty-nine at the time of publication; two earlier novels, Where Angels Fear to Tread and The Longest Journey, had been poorly received. A Room with a View was blessed with good reviews, but it would not be until 1910 and the publication of Howards End that Forster would have his first major success. The novel deals with a group of British characters in two major settings: Part One and the final chapter are set in Florence, Italy, and Part Two is set mostly in a quiet part of Surrey, England. Forsters characters, like Forster himself at the time of the novels writing, live in the time of the British Empires zenith. With possessions in every part of the globe, the British Empire was as yet untouched by the difficulties of the two world wars. The monarch of England was also the king of Canada and the emperor of India; English citizens enjoyed the fruits of a system of exploitation and oppression that touched the far corners of the world. The remnants of Victorian sensibilities were still very much alive. Prim and proper Brits worried about refinement, the virtue of young girls, and the control of the passions. But it was also a time of change. Women began to clamor more loudly than ever for equal rights. Socialists were challenging old ideas about class and religion, and artists and thinkers began to challenge Victorian attitudes about emotion and sexuality. A Room with a View was one of those challenges. The story of young Lucy Honeychurchs choice between propriety and love, the novel casts Socialists as heroes and prim spinsters as antagonists. Lucys dramatic choice at the end of the novel is not only a victory for passion, but for womans independence. It was common for British citizens, particularly young men and women, to take the grand tour of Italy. The idea was for educated Brits to expose themselves to the work of Renaissance and Roman artists and architects, but like tourists throughout the ages, many travelers only had a superficial experience of Italy. They stayed with other British travelers, looked down on the Italians, and went to museums and ancient churches with their books of art criticism in hand. Forster criticizes this kind of tourist, but with some gentleness and a good deal of humor. A Room with a View is wonderful social commentary, but it is no acrid satire. The novel prefers to laugh lovingly at its subjects, and in the end the good in people matters much more to Forster than their shortcomings. The novel deals with Lucys growth toward self-awareness; by the end, she has learned the importance of expressing passion honestly. At the time, Forster was at the beginning of his first important relationship. A Room with a View is dedicated to H.O.M., Hugh Meredith, Forsters first love and the model for George Emerson. Throughout the novel, Forster speaks with great insight on the subject of repressed passion and the war between desire and societys conventions. His experiences as a gay man at the beginnings of his first relationship undoubtedly had a great influence on the writing of the novel. His lack of sexual experience also explains some of the novels shortcomings; although he writes beautifully about the beginning stages of the courtship between Lucy and George, in the final chapter he seems less certain, less insightful. Still, the book is an accomplished and beautiful love story, full of cutting but ultimately generous insights. And there are unforgettable moments: the firs t kiss between George is Lucy, passionate and unexpected on a hillside covered with violets, is one of the finest kisses in modern literature. Propriety and Passion: The conflict between social convention and passion is a central theme of the novel. Lucys match with George, by social standards, is completely unacceptable. But it is the only match that could make her happy. Her match with Cecil is far more conventional, but marriage to Cecil would destroy Lucys spirit. The Emersons are truly unconventional people. They care almost nothing for propriety. Mr. Emerson, a Socialist, speaks with great feeling about the importance of passion and the beauty of the human body. The British characters of the novel have very strong ideas about the need to repress passion and control young girls. To achieve happiness, Lucy will have to fight these standards, many of which she has internalized, and learn to appreciate her own desires. The beauty of human beings: A Room with a View is social commentary, but Forsters depictions of people are ultimately generous. He gently mocks the Honeychurches for their bourgeois habits, but he does not shy from depicting their strengths. They are loving and sincere, generous with guests and with each other. Cecils greatest fault is that he is entirely too critical of people. He cannot appreciate the good in the simple country gentry with whom Lucy has grown up. Even Charlotte, the prim spinster who is a major obstacle to the love between Lucy George, is allowed to have a moment of grace. In the end, Forster appreciates his characters goodness much more than he mocks their faults. Travel and the idea of Italy: Travel is a powerful force in the novel, and at its best it can be a life-altering experience. The heart of travel is to allow a place to get under ones skin; staying at British pensions and scorning Italian peasants do not the constitute the best experience one can get out of Italy. Italy gives Lucy insights into her life back at Windy Corner. It changes her perspective of herself. Although her experiences there confuse her, in working through the confusion she becomes a self-assured and independent young woman. The beautiful and the delicate: Lucy asks in the first chapter if beauty and delicacy are really synonyms. One of Lucys important lessons is that beauty need not be refined; much is beautiful in the gesture of kindness that oversteps propriety, or the act of passion that ignores convention. Lucy has to learn to see beauty in things that her society scorns or condemns. Womans position and independence: The Emersons are fervent believers in the equality of men and women. Lucy is not a rebel at heart, but she is often frustrated by the limitation put on her sex. Her marriage to Cecil could never be one between equals. Cecil is not so much in love with Lucy as he is in love with some idea of what a woman is supposed to be. He constantly compares her to a work of art, which, although it may be flattering, also objectifies her and ignores that she is a living person. What Lucy needs, although she does not know it, is a relationship between equals. She has no desire to be protected or instructed. Connection between nature and man: One of Mr. Emersons convictions is that man and nature are inextricable from each other, and only the mistakes of civilization separate man from his natural state. Closely connected to the theme of passion and the body, this theme runs throughout the novel. Forster emphasizes it by having the weather often mirror the thoughts of his characters. He also connects George and Lucy to the land at key points. Passion and the body: If nature and man are inextricable from each other, it follows that there should be no shame for the body or passion. Societys conventions try to hide both. The body must be hidden, a thing of which one should feel ashamed; passions must be controlled and regulated by rules tied to class and gender. Lucy has to overcome these conventions if she is to allow herself to love George. The Medieval/the Renaissance/the Classical: Forster uses time periods to represent characters and their attitudes. Uptight Cecil is always associated with the medieval; George is associated with the myths of the classical world. Italy is the land of both the classical Roman world and the Renaissance, and Forster uses these eras as symbols of beauty and passion. Music: Lucys relationship to her music is an important insight into her character. Her playing is an indication that she has untapped reserves of passion; Mr. Beebe remarks that one day Lucy will live as well as she plays. Lucys music also articulates her feelings better than her words can, and after playing she is more certain of what she wants. The Muddle: Forster constantly uses the word muddle to describe Lucys state of mind. The muddle arises when everything that one has been taught suddenly is thrown into doubt. It is one of the marks of growing up. Lucys muddle is frightening and confusing, but in working through it she will become a stronger and wiser person. Class snobbery: Class snobbery is a constant feature of A Room with a View. The Emersons, because they are not refined, are the most frequent victims of this snobbery. Country gentry look down on those who work hard for a living; Cecil looks down on the suburban ways of country gentry. Lucy has to overcome the class bigotry that she has been taught. Short Summary Lucy Honeychurch, a young English woman, is vacationing with her cousin, Charlotte Bartlett, at an Italian pension for British guests. They are vacationing in Italy together, and currently they are in Florence. While bemoaning the poor views outside their windows, Lucy and Charlotte are interrupted by another guest, an old man by the name of Emerson. Mr. Emerson offers them a room swap; he and his son George are both in rooms that offer beautiful views of Florence. Charlotte refuses; for a woman to accept such an offer from a man would make her indebted to him. It would be a serious breach of propriety. But later that evening, after the intercession of another guest, a clergyman named Mr. Beebe, Charlotte accepts the offer. Their stay in Florence continues, and Lucy continues to run into the eccentric Emersons. They are socially unacceptable by the snobbish standards of the other guests, but Lucy likes them. One day, while Lucy is walking alone in Florence, she witnesses a murder. George happens to be there, too, and he catches her when she faints. On the way home, they have a strange, intimate conversation as they walk along the river. But George stirs up feelings in Lucy that she is not ready to face, and she resolves not to see him again. However, later that week, they both end up on a carriage ride into the hills near Florence. The various British travelers disperse and wander around the hills, and Lucy finds herself alone. She stumbles onto an earth terrace covered with violets, and finds herself face-to-face with George. He kisses her, but the kiss is interrupted by Charlotte. The next day, under Charlottes direction, Lucy and Charlotte leave for Rome. Part 2 begins after the passage of several months. We are back at Windy Corner, the Honeychurch home in Surrey, England. In Rome, Lucy spent a good deal of time with a man named Cecil Vyse. The Vyses and the Honeychurches are on friendly terms, but Cecil and Lucy only knew each other superficially before Italy. In Italy, Cecil proposed to Lucy twice. She rejected him both times. As Part 2 begins, Cecil is proposing yet again. This time, she accepts. Now that they are engaged, Cecil and Lucy must spend time with Lucys various neighbors. Cecil, an aristocratic Londoner, despises the ways of the country gentry. He also dislikes Lucys brother, Freddy, and is not overly fond of Lucys mother. But Lucy puts up with it. At Charlottes request, she has never told anyone about her kiss with George. But before too long, the Emersons move into Cissie villa, a home not far from Windy Corner. Lucy is forced to face George Emerson again, but she manages to deal with him at a distance. She continues her engagement to Cecil, even though signs indicate that she is anxious about the marriage on a deep psychological level. To the reader, it is obvious that they are completely unsuitable for each other, but Lucy persists in the engagement. Soon, things come to a head: Charlottes boiler is broken, and she comes to stay as a guest at Windy Corner. And during her stay, Freddy, who has befriended George, invites George to come play tennis. It is all to take place on Sunday, and Lucy is terrified of what might happen. On Sunday, Cecil refuses to play tennis and pesters everyone by reading aloud from a bad British novel. Lucy soon realizes that the novel is written by Miss Lavish, a woman who stayed at their pension in Florence. Cecil reads a particularly humorous passage aloud, but Lucy sees nothing humorous about it: it is a fictional recreation of her kiss with George. The names are different, but the situation is unmistakable. She realizes that Charlotte told Miss Lavish what happened. George is also present for the reading of the passage. On the way back to the house, George catches Lucy alone in the garden and kisses her again. Lucy confronts Charlotte angrily about her indiscretion. She resolves to put George in his place. She has Charlotte sit in the room as support and witness, and she orders George never to return to Windy Corner. George argues with her passionately. He tells her that Cecil is stifling and unsuitable for her; Cecil will never love her enough to want her to be independent. George loves her for who she is. Lucy is shaken by his words, but she stands firm. George leaves, heartbroken. However, later that night, Cecil refuses again to play tennis with Freddy. Something in his refusal makes Lucy see him truthfully for the first time. She breaks off the engagement that very night. But Lucy still cannot admit to anyone, including herself, her feelings for George. Rather than stay at Windy Corner and face George, she resolves to leave for Greece. But one day not long before she is supposed to leave, she goes to church with her mother and Charlotte and meets Mr. Emerson in the ministers study. Mr. Emerson does not know that Lucy has broken off the engagement, but Lucy realizes before long that she cannot lie to the old man. She talks with him, and Mr. Emerson realizes that she has deep feelings for George. He presses the issue, forcing her to confront her own feelings. Finally, she admits that she has been fighting her love for George all along. The novel closes in Florence, where George and Lucy are spending their honeymoon. Not having her mothers consent, Lucy has eloped with George. Things are difficult with her family, but there is hope that it will get better. Whatever happens, George and Lucy have each other, and their life together promises to be full of happiness and love. We open in Florence at the Pension Bertolini, a pension for British travelers. Young Lucy Honeychurch and her cousin, Charlotte Bartlett, are bemoaning the poor rooms that they have been given. They were promised rooms with views. The two women sit at dinner in their pension, along with the other guests. Lucy is disappointed because the pension hostess has turned out to be British, and the dà ©cor of the pension seems lifted right out of a room in London. While Miss Bartlett and Lucy talk, an old man interrupts them to tell them that his room has a nice view. The man is Mr. Emerson; he introduces his son, George Emerson. Mr. Emerson offers Miss Bartlett and Lucy a room swap. The men will take the rooms over the courtyard, and Lucy and Charlotte will take the more pleasant rooms that have views. Miss Bartlett is horrified by the offer, and refuses to accept; she begins to ignore the Emersons and resolves to switch pensions the next day. Just then, Mr. Beebe, a clergyman that Lucy and Charlotte know from England, enters. Lucy is delighted to meet someone she knows, and she shows it; now that Mr. Beebe is here, they must stay at the Pension Bertolini. Lucy has heard in letters from her mother that Mr. Beebe has just accepted a position at the parish of Summer Street, the parish of which Lucy is a member. Mr. Beebe and Lucy have a pleasant talk over dinner, in which he gives Lucy advice about the sites of Florence. This vacation is Lucys first time in Florence. Soon, almost everyone at the table is giving Lucy and Miss. Bartlett advice. The torrent of advice signifies the acceptance of Lucy and Miss Bartlett into the good graces of the pension guests; Lucy notes that the Emersons are outside of this fold. After the meal, some of the guests move to the drawing room. Miss Bartlett discusses the Emersons with Mr. Beebe; Beebe does not have a very high opinion of Mr. Emerson, but he thinks him harmless, and he believes no harm would have come from Miss Bartlett accepting Mr. Emersons offer. Mr. Emerson is a Socialist, a term that is used by Mr. Beebe and Miss Bartlett with clear disapproval. Miss Bartlett continues to ask Mr. Beebe about what she should have done about the offer, and if she should apologize, until Mr. Beebe becomes annoyed and leaves. An old lady approaches the two women and talks with Miss Bartlett about Mr. Emersons offer. Lucy asks if perhaps there was something beautiful about the offer, even if it was not delicate. Miss Bartlett is puzzled by the question; to her, beauty and delicacy are the same thing. Mr. Beebe returns: he has arranged with Mr. Emerson to have the women take the room. Miss Bartlett is not quite sure what to do, but she accepts. She takes the larger room, which was occupied by George, because she does not want Lucy to be indebted to a young man. She bids Lucy goodnight and inspect her new quarters, and she finds a piece of paper pinned to the washstand that has an enormous note of interrogation scrawled on it. Though she feels threatened by it, she saves it for George between two pieces of blotting paper. Analysis Lucy is young and naà ¯ve; she is bright but not brilliant, although she has enough imagination and compassion to begin to look beyond the social conventions of her class and time. Forsters novel is full of insightful social commentary on the stuffiness of British social conventions. Modern readers are often surprised by Miss Bartletts deep anxieties about accepting a room trade with the generous but socially outcast Emersons. Miss Bartlett is acting under social pressures from several different directions. For one thing, Lucys mother has paid for Miss Bartletts travel expenses, and Miss Bartlett therefore feels responsible for guarding Miss Honeychurch from any possible harm. For Miss Bartlett, life is lived in accordance with what are arguably very precious and ridiculous concerns. Nothing is worse than a scene, and she must also guard Lucy from feeling obligation to a young man. Sex is a source of terrible anxiety for the British of this period, and a young womans reputation must be guarded at all costs. Lucy brings up an important theme of the novel when she asks about the delicate and the beautiful. Lucy wonders if delicacy and beauty might be different things, while Charlotte assumes that they are synonymous. As her social world defines beauty and delicacy, the two qualities are one and the same; beauty is found in politeness, in circuitous and subtle conversation, in avoidance of direct confrontation or over-earnest expressions of emotion. There is not beauty, therefore, in Mr. Emersons generous offer of a room trade. But Lucy is more imaginative than her cousin, and she is able to see that there is beauty in Mr. Emersons socially clueless but generous offer. He is completely unaware of the anxiety he is causing Miss Bartlett; either that or his is completely unconcerned about it. The important thing to him is the generosity of his offer. He does not intend to put Lucy or Charlotte under obligation. He sincerely thinks that a room with a view should go to the one who most enjoys the view. Lucy will have to learn to come to her own understanding of beauty. We see more of Lucys sensitivity and naturally sympathetic and sensitive disposition when she realizes that she and Charlotte have been accepted by the other guests of the pension. She sees that Mr. Emerson and George have not been accepted, and this knowledge makes her feel sorry for them. But Lucy is not strong enough yet to affect the world around her. Note that Charlotte handles all the details of the room trade, and Lucy is not yet confident enough to articulate her doubts about the stuffiness and petty concerns of her social world. Italy and travel make another important theme. The heart of this theme is a new places ability to get under the skin of the traveler, transforming her. Though she is not yet fully aware of it, Lucy longs for this kind of experience. She is deeply disappointed by the Pension Bertolini, which to her seems like another piece of England. She wants to go out into Italy and feel it fully, as richly as she can, away from the safety of British dà ©cor and sensibilities. The pension is juxtaposed to the world outside; the inside of the pension is decorated like a room in London. British social conventions are preserved and protected from the foreign country that surrounds the pension on all sides. The pension protects the guests from Italy, and so it prevents the transforming experience that is the best result of travel. Italy is also a direct challenge to the idea of beauty and delicacy being identical. Italys beauty is refined and sophisticated, but there is nothing delicate about its colo ssal Roman ruins, dramatic countryside, or rustic peasants. Lucys longing for a room with a view is a metaphor for her longing to connect with Italy and the new experiences the country offers. Instead of a view of the courtyard, she wants a view of the country. The window opening out into Florence symbolizes Lucys openness to a new world. Chapter Two In Santa Croce with No Baedeker: Summary: Lucy looks out her window onto the beautiful scene of a Florence morning. Miss Bartlett interrupts her reverie and encourages Lucy to begin her day; in the dining room, they argue politely about whether or not Miss Bartlett should accompany Lucy on a bit of sightseeing. Lucy is eager to go but does not wish to tire her cousin, and Miss Bartlett, though tired, does not want Lucy to go alone. A clever lady, whose name is Miss Lavish, intercedes. After some discussion, it is agreed that Miss Lavish and Lucy will go out together to the church of Santa Croce. The two women go out, and have a lively (but not too involved) conversation about politics and people they know in England. Suddenly, they are lost. Lucy tries to consult her Baedeker travel guide, but Miss Lavish will have none of it. She takes the guide book away. In their wanderings, they cross the Square of the Annunziata; the buildings and sculptures are the most beautiful things Lucy has ever seen, but Miss Lavish drags her forward. The women eventually reach Santa Croce, and Miss Lavish spots Mr. Emerson and George. She does not want to run into them, and seems disgusted by the two men. Lucy defends them. As they reach the steps of the church, Miss Lavish sees someone she knows and rushes off. Lucy waits for a while, but then she sees Miss Lavish wander down the street with her friend and Lucy realizes she has been abandoned. Upset, she goes into Santa Croce alone. The church is cold, and without her Baedeker travel guide Lucy feels unable to correctly view the many famous works of art housed there. She sees a child hurt his foot on a tomb sculpture and rushes to help him. She then finds herself side-by-side with Mr. Emerson, who is also helping the child. The childs mother appears and sets the boy on his way. Lucy feels determined to be good to the Emersons despite the disapproval of the other pension guests. But when Mr. Emerson and George invite her to join them in their little tour of the church, she knows that she should be offended by such an invitation. She tries to seem offended, but Mr. Emerson sees immediately that she is trying to behave as she has seen others behave, and tells her so. Strangely, Lucy is not angry about his forwardness but is instead somewhat impressed. She asks to be taken to look at the Giotto frescoes. The trio comes across a tour group, including some tourists from the pension, led by a clergyman named Mr. Eager. Mr. Eager spews commentary on the frescoes, which Mr. Emerson heartily disagrees with; he is skeptical of the praise and romanticizing of the past. The clergyman icily leads the group away. Mr. Emerson, worried that he has offended them, rushes off to apologize. George confides in Lucy that his father always has that effect on people. His earnestness and bluntness are repellent to others. Mr. Emerson returns, having been snubbed. Mr. Emerson and Lucy go off to see other works. Mr. Emerson, sincere and earnest, shares his concerns for his son. George is unhappy. Lucy is not sure how to react to this direct and honest talk; Mr. Emerson asks her to befriend his son. She is close to his age and Mr. Emerson sense much that is good in the girl. He hopes that these two young people can learn from each other. George is deeply saddened by life itself and the transience of human ex istence; this cerebral sorrow all seems very strange to Lucy. George suddenly approaches them, to tell Lucy that Miss Bartlett is here. Lucy realizes that one of the old women in the tour group must have told Charlotte that Lucy was with the Emersons. When she seems distressed, Mr. Emerson expresses sympathy for her. Lucy becomes cold, and she informs him that she has no need for his pity. She goes to join her cousin. Analysis: Although Miss Lavish prides herself on being original and unconventional, Forster subtly shows that her radicalism is polite, precious, and limited. She disapproves of the Emersons just as much as everyone else does, and though she pretends to be worldly and well traveled (she takes away Lucys Baedeker guide), she gets the two women lost. Nor does she understand the value of getting lost: she is so fixated on getting the women to Santa Croce that she rushes past the beautiful Square of the Annunziata without noticing a thing. Her attitude toward the Italians is patronizing in the extreme: she defines democracy as being kind to ones inferiors. Although Forster is writing incisive social commentary on the stuffiness of British society, he uses Miss Lavish as an example of a certain kind of false rebelliousness. She is ultimately as snobby and precious as everyone else, and her brand of radicalism tends to reinforce stuffy conventions rather than challenge them. Lucy is not a brilliant girl, and she lacks the originality and confidence to make her own judgments about art. In Santa Croce, she longs for her Baedeker guide so that she can know good art from bad. She lacks the confidence to just look at the paintings; she wants to know which frescoes have been pronounced by the critics to be truly beautiful. Lucy has some generosity of spirit and often feels uncomfortable with stifling social conventions, but she is not a genius or revolutionary. She is still young and very naà ¯ve; by the novels end she will be a much wiser and independent person. Part of Forsters brilliance is his restraint. He resists the temptation to make Lucy into a brilliant firebrand, and instead makes her to be, in many ways, a very typical girl for her class and education. She is often caught between convention and an inner sense of what is beautiful rather than delicate. She is unquestionably drawn to George Emerson. In Santa Croce, she notices that his face is rugged and handsome, and she also notices the strength and physical attractiveness of his body. But his melancholy attitude puzzles her, and his angst seems humorous to her in some ways. Mr. Emerson compares him to the child that stumbled and hurt his toe on a tomb statue of Santa Croce. The tomb becomes a symbol of mortality, and George has stubbed his too; George is upset by mortality and the transience of human existence. Life itself hurts and puzzles him. Mr. Emersons social awkwardness and earnestness combine to make him a very unpopular man. Even Lucy rebuffs him at the end of this chapter, resenting his pity for her. But we can see from his attempted apology to Mr. Eager that he does not mean to offend; in fact, he earnestly desires that everyone should always have a nice time. And his criticism of Mr. Eagers romanticizing of Giottos art and time has its own valid perspective, although Mr. Emerson has difficulty expressing his ideas tactfully. Cha Human Resource Management: State Bank of Pakistan Human Resource Management: State Bank of Pakistan The purpose of this report is to give an overview of the Human Resource Management of the bank , which management of the State Bank of Pakistan practice provides to its employees to achieve his goals of high professionalism and productivity. Motivation is the willingness to exert high levels of efforts toward organizational goals, conditioned by the efforts ability to satisfy some individual needs. The effort element is a measure of intensity. When someone is motivated, he or she tries hard. Efforts that are directed toward, and consistent with, the organizations goal is the kind of effort that we should be seeking. Motivated employees are in a state of tension. They exert effort. The greater the tension, the higher the effort level. If this effort successfully leads to the satisfaction of the need, tension is reduced. This tension reduction effort must also be diverted toward organizational goals. Individuals need be compatible and consistent with the organizations goals. The State Bank of Pakistan has embarked upon a major project to renew, build and strengthen its institutional capacity. Recently, State Bank of Pakistan has adopted highly motivated policies to transform the Bank into a highly professional, efficient and modern institution, which is fully equipped to play a meaningful role in the economic development of Pakistan. This report attempts to consolidate all motivational policies and guidelines in a summarized form for the benefit of students and perspective candidates for employment in the Bank. I hope that it would prove useful as a reference guide. INTRODUCTION State Bank of Pakistan is the Central Bank of the country. While its constitution, as originally lay down in the State Bank of Pakistan Order 1948, remained basically unchanged until 1st January 1974 when the Bank was nationalized, the scope of its functions was considerably enlarged. The State Bank of Pakistan Act 1956, with subsequent amendments, forms the basis of its operations today. Under the State Bank of Pakistan Order 1948, the Bank was charged with the duty to regulate the issue of Bank notes and keeping of reserves with a view to securing monetary stability in Pakistan and generally to operate the currency and credit system of the country to its advantage. The scope of the Banks operations was considerably widened in the State Bank of Pakistan Act 1956, which required the Bank to regulate the monetary and credit system of Pakistan and to foster its growth in the best national interest with a view to securing monetary stability and fuller utilization of the countrys product ive resources. Under financial sector reforms, the State Bank of Pakistan was granted autonomy in February 1994. On 21st January, 1997, this autonomy was further strengthened by issuing three Amendment Ordinances (which were approved by the Parliament in May, 1997) namely, State Bank of Pakistan Act, 1956, Banking Companies Ordinance, 1962 and Banks Nationalization Act, 1974. The changes in the State Bank Act gave full and exclusive authority to the State Bank to regulate the banking sector, to conduct an independent monetary policy and to set limit on government borrowings from the State Bank of Pakistan. The amendments in Banks Nationalization Act abolished the Pakistan Banking Council (an institution established to look after the affairs of NCBs) and institutionalized the process of appointment of the Chief Executives and Boards of the nationalized commercial banks (NCBs) and development finance institutions (DFIs), with the Sate Bank having a role in their appointment and remova l. The amendments also increased the autonomy and accountability of the Chief Executives and the Boards of Directors of banks and DFIs. Like a Central Bank in any developing country, State Bank of Pakistan performs both the traditional and developmental functions to achieve macro-economic goals. The traditional functions, which are generally performed by central banks almost all over the world, may be classified into two groups: (a) the primary functions including issue of notes, regulation and supervision of the financial system, bankers bank, lender of the last resort, banker to Government, and conduct of monetary policy, and (b) the secondary functions including the agency functions like management of public debt, management of foreign exchange, etc., and other functions like advising the government on policy matters and maintaining close relationships with international financial institutions. The non-traditional or promotional functions, performed by the State Bank include deve lopment of financial framework, institutionalization of savings and investment, provision of training facilities to bankers, and provision of credit to priority sectors. The State Bank also has been playing an active part in the process of Islamization of the banking system. The main functions and responsibilities of the State Bank can be broadly categorized as under. MAIN FUNCTIONS AND RESPONSIBILITIES Being the Central Bank of the country, State Bank of Pakistan has been entrusted with the responsibility to formulate and conduct monetary and credit policy in a manner consistent with the Governments targets for growth and inflation and the recommendations of the Monetary and Fiscal Policies Co-ordination Board with respect to macro-economic policy objectives. The basic objective underlying its functions is two-fold i.e. the maintenance of monetary stability, thereby leading towards the stability in the domestic prices, as well as the promotion of economic growth. To regulate the volume and the direction of flow of credit to different uses and sectors, the Bank makes use of both direct and indirect instruments of monetary management. Until recently, the monetary and credit scenario was characterized by acute segmentation of credit markets with all the attendant distortions. A number of fundamental changes have since been made in the conduct of monetary management which essentially m arked a departure from administrative controls and quantitative restrictions to market-based monetary management. A reserve money management program has been developed. In terms of the program, the intermediate target of M2 would be achieved by observing the desired path of reserve money the operating target. While use in now being made of such indirect instruments of control as cash reserve ratio and liquidity ratio, the programs reliance is mainly on open market operations. INTRODUCTION TO HRM Human resource management plays a pivotal and expanding role in shaping the success of organizations and is done by the Human Resource department. PURPOSE OF HUMAN RESOURCE MANAGEMENT: The purpose of Human resource management is to improve the productive contribution of people to the organization in ways that are strategically, ethically and socially responsible. To carry out this role managers and HR department needs to satisfy multiple objectives like societal, organizational, functional, and personal objectives. These objectives are achieved through variety of HR activities designed to obtain, maintain, utilize, evaluate and retain an effective work force. These activities are the responsibility of all managers in the organization, even though many of them may be delegated to specialists in the HR department. DEVELOPING HUMAN ASSETS Alongside the development of its physical facilities, SBP is deeply conscious of the pivotal role that human resources play in the success of the organization. As the matter of fact, human resource development has been identified as an area of key importance. While strengthening the rank of is workforce with quality professionals at various levels of management, the bank also undertakes several initiatives for improving productivity and efficiency at all levels. Through computer training, various in house courses, sponsorship of staff for studies at professional institution and seminars, the bank is providing its employees ongoing opportunities for continuous self-improvement and learning. SWOT ANALYSIS OF SBP Strengths Internal Competencies specially core competencies of SBP weaknesses Inability to perform activities Opportunities Positive trends in the environment for SBP Threads Negative trends in the environment for SBP STRENGTH SBP is sole authority to regulate monetary policy and it is also bankers bank. SBP departments are computerized, and with modern technological facilities. SBP every year inducting fresh blood to increase the efficiency and effectiveness of bank. SBP is guide to government on economical and financial affairs. Deals with foreign exchange and bank reserve position and also with NOSTRO balance. Computerized system of data collection and dissemination. Security to depositor Watch dogs for frauds and money laundering. WEAKNESSES Decision making system is totally centralized. There were routine work and long working hours that effect on the efficiency of employees that causes bore. Lower employees are not satisfied with salary and facilities. Virus safety system. Data is stored in single place. Slow processing No surety of data received from authorized dealers. OPPORTUNITIES Through higher educational scheme for abroad, SBP can maximize efficiency. According to modern requirement. SBP is implementing new comprehensive software system. SBP can increase the confidence of investor in FX market, to control on money laundering. System is upgradeable, upgrading will improve the efficiency. They can use create operate. SBOTS scheme is a big opportunity in future to increase the level for State Bank. THREATS Instability of political government that effect on SBP performance. Law and order situation in country; lose the confidence of foreign investor as well as local, that also effect overall performance of SBP. High pressure of external donor agencies, that effect on the policies of SBP. Due to dependence on computerized data different kinds of Virus can attack and damage the data. Data can be manipulated easily. ROLE OF HR: STRATEGIC PARTNER: The strategic partner of SBP is Hay group. CHANGE AGENT: They have special teams from each department who is responsible to face the environmental challenges and bring any necessary change regarding such changes in organization. For this HR works closely with these teams to implement theses changes successfully. HUMAN RESOURCE PLANNING: In state bank of bank there is a key role of HR in developing the strategic management process of the company with the consultation of top management. The key role of HR in the planning process involves Compensation, Manpower requisition, Business growth, Evaluation and reduction of the costs of benefits given to employees etc. It is important to recall here that HR department has the influence only on the non-unionized staff, means any HR function related to non-unionized staff, like hiring, firing, Compensation, Perks and benefits etc, would be set by the HR department, while issues related to unionized staff would be handled by the Admin Department. Some of the major planning functions of Human resource department in state bank of Pakistan are discussed below: Reducing the Costs of Benefits: Here the department determines the costs that incurs to the company due to the benefits given to its employees and find ways how to reduce them. These human and financial costs include salaries and the perks and benefits given to employees. For example state bank gives Cars to its employees at managerial level positions and above. To Ensure the best use of Financial Resources: Here, the HR department monitors the ratio of manpower to other costs in order to assist decisions regarding the best use of financial resources. Succession Planning: In order to better meet the needs of business and to avoid external hiring, the HR department develops succession plans. In this process, they create a chart of succession plans, which lists down the acting head, and his particulars like age, qualifications, traits, etc and his alternative available options, this chart assists in the situation when the incumbent leaves the job due to any reason, then what are the best options, age wise, experience wise, qualification wise, etc. Salient Features of Human Resource Planning: To help in determining appropriate recruitment levels to avoid expensive and unsatisfactory panic measures, in case of staff shortage, or frustration of losing business through lack of trained staff. To anticipate redundancies and find ways of preventing them and their attendant human and financial costs. To monitor the ratio of manpower to other costs in order to assist decisions regarding the best use of financial resources. To provide the basis for training and development programs in order to meet the needs of business and related succession plans. To identify future accommodation requirements in the form of working space, lunchroom, library, conference room and prayers area, etc. To help in making cost of living and other compensation estimates. To have appropriate control over capital expenditures. HUMAN RESOURCE INFORMATION SYSTEM There is a centralized HR information system from which employees can access information. It consists of a website where employees can gain access to information about the company background, financial, careers/job opportunities and newsroom. JOB ANALYSIS In SBP job analysis is done through individual interview questionnaire and intermediate supervisor. JOB DESCRIPTION Job description: job description is design by HR joint director, immediate supervisor of that specific department .they has divided this job to their respective department, head. They have to design the job description of their respective department. RECRUITMENT SELECTION The quality of an organizations human resources depends on the quality of its recruits. Recruitment is the process of finding and attracting capable applicants for employment and Selection is a series of steps through which the applicants pass. It heavily depends on inputs such as job analysis, HR plans, and recruitment. Although operating managers are often involved, much of the recruitment process is the responsibility of professionals in the HR department. These professionals are called recruiters. Recruiters should be aware of constraints and challenges surrounding the requirement process before they attempt to find suitable applicants.SBP is very responsive organization and is always in a process of finding capable applicants for employment. This responsibility primarily belongs to personnel department and all the recruiters are trained for this purpose. METHOD OF RECRUITMENT INTERNAL HIRING: SBP is done through internal advertisement and mail to their respective department. It is done through notice board. EXTERNAL HIRING Giving an add in the leading newspapers does the job announcement. As per criteria of SBP, on receipt of the applications from candidates holding masters degree in any one of the following disciplines. Business Management. Economics. Maths/ statistics Computer Sciences. Are entered in the database and are sorted out w.r.t. Pre-requisites. The applicants are then called for a written test through a letter. The tests along with the result are handled by an independent institution (IBA)(IBP) and SBP The results are then submitted to SBP for further processing. The successful candidates are called for an interview. The short listed candidates from the first interview are then called for the second and then third interview. The successful candidates are then informed through a letter and called to give a joining date. The candidates confirm the joining dates to the Personnel department. The selected candidates are then given brief orientation about different department and functions of the bank. After orientation they are placed in to different departments according to their qualifications and department needs APPRAISAL SYSTEM CONDUCT IN SBP The Appraisal process commence with the performance standards in accordance with strategy set by the State bank of Pakistan. The policy of the State bank of Pakistan in respect of job measurement is skip span. The employees are asked to write a daily report on the work done by them. These reports are submitted to the subordinators on the daily bases , on the other hand the subordinators personally observe every employee and mach them with marks according to the work accomplished by the employee. The subordinator then submit the daily report after every four weeks to the managers along with the letter of recommendation written by the subordinators after evaluating employee performance. These reports are then send to the HRM department where these reports are discussed in the meeting and then all decisions take place according to the merit. TRAINING AND DEVELOPMENT Training and development is a continuous process and is designed to bring about a change in the attitude of employees with respect to the job they are doing, the people around them, the new procedures, techniques and skills which they can use. It is also to make them more conscious of their responsibilities and how to perform them will. Therefore, all training is planned and coordinated in a systematic manner by the bank in terms of the needs and the talents required in the bank. The training and development efforts are not confined to a few formal class room courses but extended in all directions to remove employees weaknesses and making the most of their strengths. TYPES OF TRAINING 1. ORIENTATION TRAINING Every new employee will be given an orientation to familiarize him with the bank organization, functions, activities, policies, procedures and programs. This type of training would be an individual basis or group classroom training, depending on the number of participants available. The duration and content of the course will be determined to meet the needs of individuals concerned in consultation with respective Department Heads / General Managers. Depending upon the type of job and the expense needed, newly hired employees as well as the promotes assigned to new fields of activities, will be given on the job training for a period ranging from one week to twenty-four weeks as may be deemed necessary. 2. TECHNICAL AND SPECIALIZED TRAINING Job knowledge is an essential part of ones responsibility in any position. Since technology, methods, processes are changing at a fast rate, it is imperative that employees should learn new skills and techniques through specialized and technical courses organized within the bank, or by outside agencies. It is through these courses that the employee will be able to reach a high level of proficiency. 3. SUPERVISION/MANAGEMENT DEVELOPMENT THROUGH IN-HOUSE TRAINING COURSES COURSES CONDUCTED BY OUTSIDE ORGANIZATIONS IN PAKISTAN In order to have a balanced approach to n all-round development of our management employees, appropriate emphasis will also be laid on the development of supervisory and management skills employees. To this end, selected employees will participate in formal classroom course workshops, which may be either bank organized or conducted/sponsored by outside organizations such as Pakistan Institute of Management, Pakistan Management Association or other similar organizations. Standard basic management training programs, which may be considered for participation, are as follows: Effective Supervision Practice of Supervision Problems of Management Seminar Advance Management Course Management Course for Junior Executives Problem Analysis and Decision Making Conference Leadership Job Instructions Methods etc. The employee will be exposed to these development courses in a systematic manner. The supervisor of the participants will be responsible for follow up on the training and for ensuring that the techniques and methods learnt by their subordinates are applied to on-the-job performance. Nomination of an employee to attend such courses will be at the discretion of the Management. 4. ON-THE-JOB TRAINING It is well regarded that the best place for effective learning to occur is on-the-job i.e. the employee learning the job by doing it under skillful instruction and coaching by his superior. Since many Supervisors/Managers are not trained instructors, the Department will provide training the Job Instruction Methods through practice of Supervision Course. 5. SELF-DEVELOPMENT Recognizing that self-development is the primary responsibility of the individual, bank would provide opportunities for development through making available professional literature, job rotation, counseling and discussions and seminars relating to the job of the individual. 6. TRAINING OUTSIDE PAKISTAN For acquiring specialized skills, the bank may nominate management employees for training abroad with international training institutions of repute of such organizations that may be having commercial affiliation of technical collaborationAlso nominations may be made to suitable courses and seminars abroad if foreign governments or international institutions offer such opportunities to Pakistan through the Ministry. COMPENSATION AND BENEFITS Steps have been taken to improve the motivation and morale of the employees with focus on employee training and development and performance appraisals. Computer training courses, workshops and seminars have been conducted to equip the employees with modern techniques. Relationships with all the employees have remained cordial. Management Division: All policy matters and planning for new initiatives is carried out in Compensation Benefits Performance Management Division. In this division some operational elements are running simultaneously. The Competency based Performance Management System is managed by this Division. This Division also handles Manpower Planning and Job evaluation process, which is another new area. IMPROVEMENT IN SERVICE CONDITIONS State Bank is the central bank of Pakistan. It provides matchless intrinsic as well as extrinsic motivations for development of the professionalism. The following is a brief of motivations provided to its employees by the State Bank of Pakistan:- SALARY STRUCTURE FRINGE BENEFITS STAFF LOAN POLICY FACILITY OF OUTSTANDING DUTY FACILITY OF BANKS CAR PETROL CEILING MEDICAL FACILITIES TELEPHONE CHARGES AT RESIDENCE FACILITY OF NEWSPAPERWS JOURNAL GROUP TERM ASSUARANCE CASH AWARDS FOR ACQUIRING RETIREMENT POLICIES PROFESSIONAL/ACADEMIC QUALIFICATION FAMILY PENSION GRATUITY BENEVOLANT FUND SCHEME GRANT FROM THE FUND GIFT TO RETIRING EMPLOYEES General Salary Structure (Officer Cadre) Salary Grade Minimum (PKR) Maximum (PKR) OG 7 58,500 135,300 OG 6 43,400 109,300 OG 5 40,200 103,000 OG 4 36,500 95,000 OG 3 30,000 83,000 OG 2 25,000 67,500 OG 1 16,481 47,850 (Support Staff Cadre) Salary Grade Minimum (PKR) Maximum (PKR) S- 7 14,400 37,400 S- 6 13,838 34,500 S- 5 11,903 31,600 S- 4 10,733 29,000 S- 3 9,675 24,500 S- 2 8,573 20,300 S- 1 8,100 18,700 (Specialized Salary Structure) Level Minimum (PKR) Maximum (PKR) Entry 40,000 80,000 Middle 60,000 120,000 Higher 80,000 150,000 Managerial M-1or M-2 Core Benefits (applicable across salary structure) Medical Full medical facilities for self, spouse, children and dependent parents as per bank rules. Also, applicable to retired employees Rest Recreation Leave Allowance 15 days leave with 50% of monetized salary as Rest Recreation Allowance each year for Officers. Leaves All officer-grade employees earn leaves for every 6 working day. All support-grade employees earn leaves for every 5 working days. Leaves earned can be accumulated up to 40 per year for Officer-grade employees. Leaves earned can be accumulated up to 72 per year for Support-grade employees. Upon accumulation of leave balance, the employee can proceed to perform Hajj once in the entire service 90 days maternity leaves (exclusive of regular leaves) are allowed to all female employees subject to maximum of three times. Staff Loans Personal loan (Interest free) to meet emergencies up to 03 monetized salaries payable in a maximum period of 2 years House Building Loan / Car Loan up to 60 monetized salaries payable in the entire remaining service (up to 60th birthday of employee). The bank on behalf of the employees free of cost also insures this loan with out charging of premium from employees. Computer loan of PKR 70,000 (maximum) payable in the entire remaining service Group Term Assurance (GTA) Group term assurance covers the employee as under: Salary Ranges (PKR) Sum Assured (PKR) Life Insurance Premium (PKR) 55,001 and Above 1,500,000 312.50 37,501 to 55,000 1,000,000 208.33 18,001 to 37,500 800,000 166.67 Up to 18,000 600,000 125.00 Deputation Allowance Employees are entitled to additional 20% of their monetized salary as a Deputation Allowance along with comprehensive medical facilities for self and dependent family members. Annual Merit Increases Annual Merit Increase (AMI) for the year 2005 is paid as per following schedule: For Employees in Grade OG-1 and Below: AMI for employees in grades OG-1 and below has been determined on the basis of their average marks awarded by the reporting and finalizing officers as per following grid: Range of Marks AMI 49 50 4.5% 47 48 4% 41 46 3% 11 40 2% 0 10 Nil For Employees in Grades OG-2 to OG-5: AMI for employees in grades OG 2 to OG 5 has been determined on the basis of placing the absolute performance ratings of employees as reported by their respective appraisers in appropriate clusters and thereafter categorizing these ratings in accordance with Bell Curve principles into four appraisal categories as follows: Appraisal Category AMI % A = Outstanding Performers 9 % B+ = Above Average 7 % B = Fully Satisfactory 5 % C = Below Average 1.5% For OG 7 employees: AMI for OG- 7 employees at a uniform rate of 6 %. For employees in Separate Salary Structure for Specialized Professionals: AMI for employees in cluster of Separate Salary Structure for Specialized Professionals has been determined at a uniform rate of 5%. Performance Bonus Top 10% of performers in the Bank are paid a one time Performance Bonus @ 3% of annualized monetized pay Bank Provided Car Entitlement (Pakistan assembled) OG-5 800 cc car (AC) without petrol ceiling and driver salary OG-6 1000 cc car (AC) without petrol ceiling and driver salary OG-6 (HOD) 1000 cc car (AC) with petrol ceiling (200 Liters) and driver salary OG-7 1300 cc car (AC) of their choice with petrol ceiling (340 Liters) on optional Banks driver or driver salary Transfer of Ownership Cars are provided to the employees on the basis of a loan depreciation scheme. On completion of 5 years deprecation life of the cars the assignee becomes the owner of vehicles. 10. Telephone Facility .OG.7 (900 calls) OG.6 (600 calls) OG.54 (400 calls) OG 32. (200 calls) 11. Post Retirement Benefits Officers Grade 4 and above on their retirement or their family members in the events of employees death are entitled for the following additional benefits for a period of six months: a) 40% Monetised pay in lieu of House Rent Ceiling b) Electricity, Gas and water charges as per entitlement at the time of Retirement/Death c) 50% of telephone charges as per entitlement at the time of Retirement/Death d) Cost of 50% Petrol Ceiling as per entitlement at the time of Retirement/Death Pension Policy Prior to 1997 Federal Government rules as contained in Compendium of Pension Rules and Order were applicable in State Bank of Pakistan. After monetisation, the concept of pay has been abolished and 50% of monetised salary is taken into account for the purpose of calculation of retirement benefits. 13. Education Allowance Rs.500/- per month is allowed to Clerical/Non-Clerical employees. 14. Traveling Transportation Charges a. Officers on their retirement are entitled to reimbursement of economy class airfare for self and eligible family members from the airports nearest to their place of posting and their hometown as per bank record or they can claim payment of ACC sleeper train fare. b. All officers and staff of the bank either on transfer or retirement are entitled to actual cost of transportation of household effects to their place of new posting/domicile outside Karachi against production of proper receipts subject to a maximum amount of one months monetised salary. Travel Daily Allowance (a) The rates of gross Daily Allowance for different categories of employees are as under: Category of Employees Positions Gross DA (Rs) S-1 to S-3 Non-clerical Staff 800 S-4 to S-7 Clerical Staff<