Dr. Martin Luther King s Leadership Essay - 2136 Words

M A R T I N L U T H E R K I N G J R . Enujuba Jasper Table of Contents INTRODUCTION 3 BACKGROUND 3 Bus Boycott in Montgomery 4 LEADERSHIP STYLE 5 King’s Leadership type 5 King’s Leadership Models 5 INFLUENCE IN THE ARTS 6 CONCLUSION 7 REFERENCES 8 INTRODUCTION Only a few of many leaders in history have been known as being great and living by example, as their actions and accomplishments have positively affected their intimate society or even the world. Dr. Martin Luther King in my opinion is one of these few leaders. Martin Luther King’s addition to history has put him in a special position that is not easy to replicate in today’s world. Martin Luther King always preached in opposition to hate and anger and was often quoted saying, â€Å"There is another way†¦ as modern as Gandhi saying through Thoreau, that ‘non‑cooperation with evil is as much a moral obligation as is cooperation with good.’† (Forbes.com, 2014) Throughout the life of Martin Luther king he read writings from Ghandi and quoted his messages that were applicable to the given situation at the time. Ghandi, a great leader, was one of the many positive influences King had in his life. Being one of the greatest figures in human hist ory just like Gandhi before him, Martin Luther King Jr. lived a heroic and exemplary life that very assertive and courageous, but at the same time, none violent and peaceful. Since the death of Martin Luther King, his influence is what hasShow MoreRelatedDr. Martin Luther King s Leadership875 Words   |  4 PagesIntroduction The word leadership brings to mind a variety of thought processes. It evokes memories of some of the great leaders of the past. Sir Winston Churchill who led the British people admirably with great fortitude against the Nazi onslaught. George Washington who fought against the British colonial empire for independence of the Americans. Abraham Lincoln who fought for abolition of slavery and human bondage. Dr. Martin Luther King who fought for equal civil rights for his people. Nelson MandelaRead MoreLetter From Birmingham Jail Analysis1617 Words   |  7 Pages1960’s faced solely due to the melanin in their skin (King 2). Among these African Americans was the reverend, doctor, humanist, husband, and Civil Rights activist, Mr. Martin Luther King, Jr. Dr. King was a middle class, black man with a life-long devotion of implementing ethnic equality to African Americans nationwide. Following one of Rev. King’s peaceful protests in Birmingham, Alabama, he was jailed on acco unts of â€Å"parading without a permit† (King 3). While in jail, Martin Luther King, JrRead MoreCourage and Moral Leadership1727 Words   |  7 PagesCourage and Moral Leadership 5/16/14 Dr. Alvin Lee Strayer University Analyze the qualities that mirror courage and moral leadership in the leader, and document those qualities (moral traits) as discussed by Daft (2010) (Chapter 6: Courage and Moral Leadership). Martin Luther King, Jr. was the mirror image of a moral and courageous leader. Dr. King upheld his morality principles as well as set examples for his followers. Dr. King had special virtues in which he lived and theyRead MoreMartin Luther King’s Quest for Equality1340 Words   |  5 PagesEquality Martin Luther King Jr. had a substantial impact on how the United States views civil rights. During his lifetime, Martin became highly educated and used his knowledge to help others in a positive way. King was not only an influential leader of the Civil Rights Movement, but also a catalyst and a leading figure of the 1960s. His leadership and practices still live on today, and the Civil Rights Movement wouldnt have been nearly as successful without his leadership and guidance. Dr. King pushedRead MoreCompare and Contrast the Work of Martin Luther King Jr Malcolm X923 Words   |  4 PagesMartin Luther King Jr. and Malcolm X were very significant during the Civil Rights Movement. Both were excellent speakers and shared one goal but had two different ways of resolving it. Martin Luther King Jr. chose to resolve the issues by using non-violence to create equality amongst all races to accomplish the goal. Malcolm X also wanted to decrease discrimination and get of segregation but by using another tactic to successfully accomplish the similar goal. The backgrounds of both men wereRead MoreMartin Luther King Jr Essay1299 Words   |  6 PagesWhy was Martin Luther King Jr. such an inspiration to African Americans in America? Martin Luther King Jr. was an American minister, Civil Rights leader, and activist who had a strong belief in nonviolent protests (history.com; Martin Luther King Jr.). He was the leader behind the Montgomery Bus Boycott and the March on Washington which were eventually effective and a law was passed to end racial discrimination (history.com; Martin Luther King Jr.). On December 1, 1955, Rosa Parks was arrested forRead MoreLetter From The Birmingham County Jail844 Words   |  4 Pagesfrom the Birmingham County Jail† Dr. Martin Luther King Jr. was the leader of the Civil Rights Movement. The Civil Rights Movement was a time in which African Americans were setting out to end segregation, specifically in the south. During this time period, African Americans were treated unequally from the white people. African Americans were unable to eat in the same restaurants, shop in the same stores, or even drink out of the same drinking fountain. Dr. King had a vision that one day all racesRead MoreEssay on The Life of Martin Luther King Jr.1244 Words   |  5 Pagesworld. Martin Luther King, Jr. was born to Alberta and Martin Luther King. Alberta Williams King was born September 13, 1904 in Atlanta, Georgia. Martin Luther King, Sr. was born December 19, 1899 in Stockbridge, Georgia. Martins dad was a pastor at the Ebenezer Baptist Church in Atlanta, Georgia. His mother was a school teacher. His siblings were Christine King Farris born September 11, 1927, and Alfred Daniel Williams King born July 30, 1930. Martin was the middle child. Martin Luther KingRead MoreTransactional Leaders : Transformational Leaders1140 Words   |  5 PagesA Prominent Leader Throughout history, there have been many great leaders. Each of them had/has their own leadership style, which made them a prominent leader. According to Smith (2008), â€Å"not all good leaders are the same because they each possess a different characteristic, which makes them the great leader that they are/were. We might say that each is an excellent leader with certain characteristics that make them so, however, when we compare those characteristics with the characteristics ofRead MoreCivil Disobedience, And Martin Luther King Jr. s Letter From Birmingham Jail1018 Words   |  5 Pagessociety. Historic figures such as Rosa Parks, Mahatma Gandhi, and Martin Luther King Jr. all acted civilly disobedience, but society benefitted from their movements. Civil disobedience is the underlying theme of Sophocles’ Antigone and Martin Luther King Jr.’s Letter From Birmingham Jail. The main character of Sophocles’ Antigone, Antigone, acts civil disobedience, just as Dr. King acted civilly disobedient. Both Antigone and Martin Luther King Jr. fought to gain justice for the people who they believed

Operations Management Assignment Free Essays

Identify all customers (both internal and external) and justify how this problem is linked to customer satisfaction. Measure phase – This phase involves trying to collect data to evaluate the current performance level of the process, and provide information for analysis and improvement phases (Yang and II-Haiku, 2009:37). Antonym (2006:240) explains that the following items should be considered during the measurement phase of the Six Sigma methodology: Determine the current performance of the service process (process yield, DEMO, short-term and long-term capability). We will write a custom essay sample on Operations Management Assignment or any similar topic only for you Order Now Decide what to measure (critical-to-quality characteristic – ACT), and how to measure. Establish a simple measurement system study (if applicable). Determine how well the process is performing compared to others through benchmarking exercise. Identify the strengths and weaknesses and determine the gaps for improvement. Analysis phase -? Many authors consider this phase as the most crucial because more often, people seem to omit it and jump straight to improvement phase (Cakes, 2003:42-43). In this phase, data is analyzed in order to discover causes of the problem, and to understand how to improve the process (Yang and II-Haiku, 2009:38). The following salient points (Antonym, 2006:240) must be looked at during this phase: Uncover the root causes of defects in processes. Understand the root causes of variability which lead to defects and priorities them for further investigation. Understand the nature of data and the distribution or patterns of data. Determine the key service process variables that may be linked to defects. Financially quantify the improvement opportunity (I. E. Estimate of potential financial benefits). Improvement phase -? This phase involves generating and selecting solutions for implementation of doing things better, cheaper or faster and thereafter calculating the new sigma level (Cakes, 2003:61 The improvement phase (Antonym, 2006:240) encompasses the following issues: Develop potential solutions to fix the problems and prevent them from recurring. Evaluate the impact of each potential solution using a criteria-decision matrix. Solutions hat have a high impact on customer satisfaction and bottom-line savings to the organization need to be examined to determine how much time, effort and capital will need to be expended for implementation. Assess risks associated with potential solutions. Validate improvement (I. E. Reduce defect rate or improve sigma quality level of the process) by pilot studies. Re-evaluate the impact of chosen potential solution. Control phase -? The purpose of this stage is to hold on to the improvement achieved from the improvement phase. Changes made in the improvement phase need to be documented (Yang and El-Haiku, 2009:38). How to cite Operations Management Assignment, Essays

Review of Customer Relationship Management †MyAssignmenthelp.com

Question: Discuss about the Review of Customer Relationship Management. Answer: Introduction The most successful businesses today persistently show the ability and willingness to identify, understand and meet the customer needs to retain positive business relation (Armstrong et al. 2015). Establishing long-term customer relationship is essential in attaining stability in the current dynamic market. The managers work towards formulating strategies that will empower their organizations to become customer-centric (Boulding et al. 2013). The customer-centric approach to increase customer satisfaction through aligning the customer-centered processes and strategies to the organizational objectives is the underlying concept of Customer Relation Management. CRM is a business strategy to optimize revenue, profitability and customer satisfaction through designing practices to anticipate insights to customer behavior and provide exceptional services (Khodakarami and Chan 2014, pg 28). An example of superior services to improve customer experience is through efficient and speedy respons es to the customer instructions, a position which can be accomplished through the introduction of service automation approach in the organization. National Australia Bank (NAB) is one of the largest financial institutions in Australia. It is a bank with the highest capital assets value in Australia and commands a large customer base in the banking sector (Sheridan and Jang 2012). The bank operates in over 1,500 branches in Australia, New Zealand and other countries around the world, serving over 12 million customers. The higher percentage of NAB revenues is earned from Australia operations which form 74% of the total revenue share according to 2014 bank financial results. With the remaining share of income received from the operations in other countries majorly in United Kingdom, New Zealand, and the United States. To prevail in the market as a leading provider of financial and banking services, National Australia Bank has shown commitment to developing its business through understanding and supporting customers to meet their needs. The bank strives to offer outstanding services to both its retail and corporate customers through competent, innovative and inclusive manner. As stated in their core values, that NAB is not only good for managing money matters but to its people too, this value is demonstrated through its devotion in giving specific solutions to the current customer requirements. SWOT ANALYSIS- CRM Approach by National Australia Bank This involves the analysis of the strategic factors within the business environment to enable the company leverage on its strengths and eliminate weakness in exploring the competitive market (Hollensen 2015). The below is the detailed analysis of NAB internal and external factors that may affect its performance in the market. The bank has a good brand name and stable financial position. National Australia Bank received an excellent reputation through being the first bank in the world to issue the green bond to the Climate Bonds Standard in 2014, for financing climate change solutions. The revenues and interest income information obtained from the bank's 2016 financial year result indicated an increase in cash earnings by $40 million (12.7% increases) compared to the 2015 economic figures. The net investment income increased with $19 million in the same year. It further shows a reduction in operating expenses by almost $28 million, 3.6% decrease from the previous resulting to a strong balance sheet (Sheridan and Jang 2012). The financial institution also offers a wide variety of products and services to the customers. The bank offers diverse products including asset management, business and consumer lending, deposit-taking, transactions services and favorable investment platforms. Besides, National Australia Bank provides its services and products to both retail and corporate customers around the globe. The bank revenue declined which hindering growth and development in the market. The noted decline in profit and revenue in 2016 financial year resulted from the reduced business performance in its subsidiary company Clydesdale Bank, currently known as CYBG in the United Kingdom. The bank recorded a profit of $352 million in the fiscal year 2016, a decrease of 5.6% from the previous year. The bank lacks global or international acclaim. National Australia Bank has not received any universal approval in the worldwide market. This implies that the bank has not made enough investments in the technology sector, which promotes innovations leading to global recognition. The global bank presence provides an opportunity to penetrate a broader market. National Australia Bank has expanded its services to other countries around the globe. The bank has branches in China, India, Japan, United Kingdom and the United States. Acquisitions and joint ventures ability of NAB to acquire other companies and form joint ventures to increase revenue have been illustrated in the purchase of Cash Service Australia Pty Ltd in Australia. The bank has a capacity to diversifying portfolio investments where the customers can access varied investment options including cash, bonds, stocks, real estate and mutual funds. The changing government regulations are expensive in the long-run. The increased workload for the employees and time-consuming factor to ensure compliance affects the usual business operations of the bank. A risky procedure which can negatively impact the company returns. There is stiff competition in the market. The existence of other banks such as HSBC, CITI group and standard chartered bank in the market have intensified the game since they offer almost similar products and services in the industry (Jimnez, Lopez and Saurina 2013). CRM Project objectives National Australia Bank is the leading institution in providing financial and banking services in Australia and other countries. The bank specializes in providing services in government, education, agribusiness and community sectors in the economy. In the process of supporting financial needs in the market, the bank adheres to its policy of creating a positive impact to customers, society, and other stakeholders. National Australia Bank is much dedicated to delivering first-class customer services to satisfy the client needs efficiently. This is a vital process which requires implementation of Customer Relationship Management applications in the company. Improved efficiency in customer service. The timeliness of customer services and the improved customer interaction under the CRM systems is a sign of quality services (Verhoef and Lemon 2013, pg12). Profit maximization. The increased efficiency experienced in the service sector as a result of automated customer service adds more value to customers. Hence higher customer satisfaction is encouraging a healthy business relationship resulting in more revenue generation (Cui, Wong and Wan 2012 pg. 360).The self-service approach also creates more free time to the bank staffs, allowing for shifts to other revenue-generating activities such as sales. The bank can reduce costs and save more resources which may be required for operations at customer service desk by reducing the paperwork and minimizing face to face customer interaction. Enhance customer loyalty. Apart from the quality services provided through CRM strategies, the system reduces the cost of transactions for the customers. This is a value-creating experience to encourage the customers to maintain a stable relationship with the bank. Project objectives detailed CRM provides instant reactions to the changing business environments (Nguyen and Mutum 2012)The use of high technology to develop CRM applications incorporated more concepts or ideas regarding the dynamic nature of the business hence the capacity to sustain the company in a competitive market. Personalized services. This promotes personalized customer experience making the customer feel recognized and valued in the organization. It also creates a convenient and reliable point of service to the customers. Boosts the company revenues. The result of using CRM systems is a tremendous decline in the company expenses, creating a positive net of return. Target the high-value customers and developing programs to increase their loyalty to the company. Selected CRM Suite and Analytical Capabilities Considering the competitive nature of the banking industry, NAB needs to acquire CRM application which will allow it to sustain competitive advantage in the market, the CRM application with the capacity to promote constant improvement in customer experience and ensure quality, convenient and competent services to customers. The best CRM software suggested to National Australia Bank to meet the bank-specific goals is the Oracle's Siebel Customer Relationship Management (CRM). The decision to select Siebel Oracle's CRM among other vendors or software was based on the following analysis: An examination and evaluation of the Siebel CRM system spearheaded by the project team in the bank. In particular, considering the impact the system will initiate in the customer service department, the core department in the banking industry. A comprehensive demonstration of how the Siebel CRM works to deliver fast services to the customers. The project team also carried out a comparison to other organizations that use the system, receiving positive feedback from all the agencies contacted. In the analysis, it was established that Siebel Oracle's CRM system could offer complete customer solutions from various points of customer requirements. That would deliver excellent customer experience. The selection of Siebel CRM was aligned to the visions and missions of the organization. It was found to be the most reliable system to drive the company goals and objectives. The detailed analysis contributing to the selection of Siebel CRM includes: Optimal resource deployment at the service centers. Fast and more efficient customer service. Speedy customer issue resolution. The Siebel CRM ensures the achievement of the above objectives through the following ways: The self-service initiated by the system does not require additional personnel at the customer service desk, contact centers and in any other service point. This lowers the costs of labor and increases revenue to the company. The mobile field services provided under the Siebel CRM system allows complete access to the customer information is making it not mandatory for the customers to visit the branches seeking for services (Grandhi and Chugh 2012, pg 390). Siebel Oracles CRM reduces complexity and the errors in service which might have been experienced through human interaction (Oracle International Corporation 2013).The system takes less time to serve the customer and is more accurate on executing the customer instructions. It also collects the performance data for the bank providing a platform for improvements especially in areas where the standard of quality service not met. The system is capable of monitoring the organization deliverables to ascertain whether it meets the set essential metrics to achieve objectives (Hsieh et al. 2012). It also Increases the speed of service delivery. Siebel CRM can access complete customer information or details to facilitate faster resolutions to issues arising from the customer side. Besides, it provides instant access to critical customer information anytime, anywhere to speed up the resolution process (Yang, Liu and Ni 2013). This is a guarantee of value creation to the customer at the point of service. Infrastructure Requirements For the Siebel CRM system to retain the information and knowledge about the customers, data gathering is a crucial process to help integrate the data from essential organization departments. The marketing approach required to identify and target customers to provide relevant information for integration in the system. Customer service considers critical requests and genuine complaints of the customers. Finance to determine the cost of implementing the CRM project. Since the organizational departments are interrelated, successful implementation of CRM occurs if all the units show commitment in developing such sustainable project. Each department must play its roles and responsibilities and efficiently communicate to achieve the overall benefit of the CRM program. Increases adoption rate. This is to help employees feel comfortable using the Siebel CRM system. The right training programs if developing will motivate the employees to use the CRM. Where there is a low rate of adoption, the CRM may be under-utilized resulting to company losses considering the high installation cost of the CRM system (Basarab and Root 2012). Improve knowledge of the Siebel CRM features. Training improves the employees' experience on the characteristics of the CRM application and develops an understanding of the system capabilities to enhance organization performance (Goetsch and Davis 2014). The employees are supposed to be trained on the use of Siebel CRM from fundamental to advanced functions to allow a deep understanding of CRM functional processes. Training implementation To achieve the training objectives, the National Australia Bank should ensure the following: Allocating adequate resources and time to the training program. Ensure that all employees from every organization department are well trained and to be competent enough to use the Siebel CRM system. Provide detailed information about the Siebel CRM project to help users understand the objectives of introducing the program and the changes that it may cause in the organization structure. The manager and the project implementation team to provide an opportunity for employees to ask questions on areas they do not understand in the CRM system. This will broaden their knowledge about the CRM and place them in a position where they can use the system more efficiently to realize desired results. Demonstrate to the employees the positive benefits arising from the practical use of the Siebel CRM. This will be a way of motivating them to embrace the purpose of this CRM system in the organization. Month 1 Management to select project team and provide guidance on the project Project team to be trained on the CRM application by a representative from the vendor- Siebel Brief introduction of CRM to staff Customization of Siebel program to NAB systems Data migration from the traditional data system to new CRM system Implementation of CRM software programs Month 2 Month 3 Establish initial staff training programs Month 4 Post analysis on the use of the CRM application by the vendor and the bank Review of the progress using the set metrics Activate the users to the system Implementing CRM automation system at workplace Budget Project Expenditure Rate $ per unit Month Month Month Month 1 2 3 4 Implementation costs 750 Consultation costs 150 Database user license 240 Data migration cost 300 Customization 140 Training programs 120 Operating system application cost 180 Annual costs Software license 270 Software maintenance 300 Continuous training programs 50 TOTAL 2500 Approximately $2500 per user in a year, Assuming there are 800 users For the implementation stage, it will cost 800*2500= $2 million. Conclusion The stiff competition in the banking industry requires banks to employ more efficient, economical and lower-risk approaches to improve customer service and reduce the cost of operations to attain competitive advantage in the market. The successful implementation of Siebel Oracle's CRM by the National Australian Bank (NAB) will automatically result in increased rate of return (ROI) and increased profits shortly. Customer Relationship Management remains a complex project which is critical to the success of the business. An advantageous development of CRM initiative requires good planning, implementation and management of the entire project to be appropriately done using the expected time and resources to realize the CRM benefits. The Customer Relationship Management assists the bank to identify, attract more clients, and to retain profitable customers. References Armstrong, G., Kotler, P., Harker, M. and Brennan, R., 2015.Marketing: an introduction. Pearson Education. 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Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), pp.27-42. Machiraju, R.R.P., Nash, C.S. and Wu, J.A., Oracle International Corporation, 2013.Framework for integrating applications. U.S. Patent 8,473,970. Nguyen, B. and Mutum, D.S., 2012. A review of customer relationship management: successes, advances, pitfalls and futures.Business Process Management Journal,18(3), pp.400-419. Sheridan, N. and Jang, B., 2012. Bank capital adequacy in Australia. Retrieved from https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1997738 IMF working paper. Verhoef, P.C. and Lemon, K.N., 2013. Successful customer value management: Key lessons and emerging trends.European Management Journal,31(1), pp.1-15. Weinstein, L. and Mullins, R., 2012. Technology usage and sales teams: a multilevel analysis of the antecedents of usage.Journal of Personal Selling Sales Management,32(2), pp.245-259. Yang, P., Liu, Z. and Ni, J., 2013, September. Performance Tuning in Distributed Processing of ETL. InInternet Computing for Engineering and Science (ICICSE), 2013 Seventh International Conference on(pp. 85-88). IEEE.