French Revolution and Napoleonic Era Worksheet Essay Example for Free

French Revolution and Napoleonic Era Worksheet Essay The French Revolution was a quest for liberty, and centered on people who wanted their freedom. They wanted to be treated as equal participants in the community, not as slaves for the royals or nobles. The peasants who represents more than 90% of France’s population, were working for their own families and everyone else as they paid much more in taxes. Brotherhood was the way of everyone coming together as one. Hubris is excessive pride in one’s self, people during the French Revolution did not want to admit they were wrong for what they were doing and that they did not want less entitlement then they had. Fiscal irresponsibility was brought on by the higher debts, and taxes were raised so the government could get out of the finical hole they were in. The democracy was a new construction of power where the politics were giving everyone the chance to be heard and to be equal. Technology at the beginning of the French Revolution was lacking, but as it continued throughout the years it became a resource at war. Liberty was the main goal for the French people, to be free from the poor work conditions they were in. The work environments for the peasants were horrible and needed to be changed. They were working to feed their families and the landlords. The landlords were taking all of their harvest and leaving them with nothing. The French government was not paying taxes and the lower class was paying twice as much to cover the royal community. They worked like slaves to barely get by and children were abused and be used to do more for less pay. Today we have freedom of speech, which is something that has not always been around. They were not able to stand up for themselves and they were discouraged from even thinking they were all born equal. Brotherhood was not only sticking by each other in your community but brotherhood within the church system. Christian brotherhood was part of the fraternity, one was identified by the social and religious links based on their Christian brotherhood. The second sense of the fraternity was if one were to follow the path of liberty and equality as a free pact. Brotherhood was a way of life for people during the revolution it was how they were able to find a moment of peace in all the bad around them. To act toward someone with the spirit of brotherhood is to accept them as they are, and treat them as you would want to be treated. Even if the government was not doing this, the peasants and the lower class people knew that to survive they needed each other. One person alone would die, but with people to help them along their struggle they will survive. Hubris was a big conflict in the French Revolution, between humility and the intoxication of power napoleon was his hands full of dangerous hubris. This is a natural human trait that can be negative if an individual was unstable at balancing humility and power while using his leadership skills for the good of others. Hubris in history were mostly a negative, significant opportunities that fell short and completely collapsed. The consequence for hubris to occur, is when a leader gains the flaw of hubris, so the decisions and behaviors are altered perfectly when the power starts to rise within. There were many military failures that resulted from the fatal flaw of hubris, just like in the Christian religion, Eve falls prey to the temptation to take the forbidden fruit offered by the seducer. Napoleon did things without thinking of the consequences, and only wanted to make himself  happy. Napoleon had a self-centered gratification at the expense of others, as long as he was at the top . One of the primary reasons the French Revolution began was because of the fiscal irresponsibility of the monarchy. The Clergy men paid no taxes and neither did the Nobles, as soon as they were given the name titles they were exempt from paying these for life. Since France was helping America, and still in debt from the previous war, France was in debt. The harvests were bad because of the poor weather conditions, and people began to starve. Since there was a shortage of money and food, people had to work for less and pay more. In order to make back some money, they confiscated all the church properties, to sell to the public to make extra money. Since the King was giving out money, the stock trade went up, there was relief and difficulties seemed to vanish into thin air. But, since it was money the more they printed, the lower the value of each of piece was. People blamed the rich fro saving their gold and silver, factories closed, and unemployment was on the rise. They prosecuted people who were hoarding and being greedy, they said that paper money was as good as gold. The government was the greedy one, the working class works hard for their money and they will keep it, where the rich will buy tangibles. Democracy was on the rise during the French Revolution, all centered around one thing, the rights of man. One side fought for the revolutionary new idea of democracy, and the other side was loyalist who were opposed to social reform and thought it would put the ancient British constitution into danger. The loyalist wanted their traditional values to be cherished like the church, social order, and the monarchy. The radicals believed in natural right, which everyone (not all women at the time) had the right to take part in politics, no matter what social class they belonged to. The loyalist thought that if everyone had rights and could vote on who they wanted that is would be dangerous. They did not want the poor being able to have an opinion, because there were many more poor than there were rich. The thought of being out voted and outnumbered at every election was scar some. Radicals were not afraid to say what they wanted, and they were ready to fight for those rights. Lastly, technology was being developed though out this entire revolution making things more and more complicated. While children and families sweated in mills working there was machines that were able to in and do the same job years later. The inventions of machines and hand tools, along with the use of steam and power. That all lead to the start of factories. Although all of these changes came on gradually, it happened fast for the people who had to use these new machines. The ability to weave cloth, and make yard would have taken much more time than it took with the new machines. Technology changed everything, for better or for worse. Better for the way things are made in mass, worse for the people who lose their jobs by being replaced by it. In conclusion, the French Revolution changed many things, we got a new government, technology, money, and rights as humans. Brotherhood is what kept people together when conditions got bad, even when the church properties were sold people kept their faith. Everyone played a role in this movement whether they knew it or not. The bottom will always find a way to fight and be heard where wealthy are only wealthy until they become too greedy. 2. Napoleonic Timeline For each date and location, identify the significant event that occurred and write a single-sentence description of the event. August 15, 1769 Napoleon Bonaparte was born on this day, in Ajaccio, Caosica Ajaccio, Corsica July 4, 1776 The Continental congress adopted the declaration of Independence. Philadelphia, Pennsylvania July 14, 1789 A Paris mob stormed into the Bastille Prison to show the Bourbon Monarchy,  this began the French Revolution. Paris September 21, 1792 The monarchy was abolished and France declared Republic France January 21,1793 King Louis XVI was executed on the guillotine for treason Paris August 22, 1795 the new French constitution was adopted, thus forming the Directory or Constitution of the Year III France November 15–17, 1796 A three day battle, Napoleon grabbed the flag and lead the assault across the Arcola Bridge and won Arcole, Italy 1798 Napoleon invaded and captured these countries during the Mediterranean Campaign of 1798 Malta, Egypt, and Syria November 9, 1799 Napoleon seized power and made a new regime called the Consulate, and the he was a dictator France February 9, 1801 the Treaty of Luneville was singed between the French Republic and the Holy Roman Emperor France II Lunà ©ville, France 1801 [The Concordat of 1801, July 15, 1801 Napoleon, papal, and the clerical representatives in both Rome and Paris. The Concordat was ending the breach caused by the church and confiscations Rome and Paris March 25, 1802 the Treaty of Amiens was a peace treaty signed by the French First Republic Great Britain, Spain and Netherlands. Made to put an end to the Second Coalition War, but lasted a year Amiens, France August 2, 1802 Napoleon was named consul for life, and was able to choose this own successor. France December 2, 1804 Napoleon crowned himself the emperor of France in the Notre Dame Cathedral in Paris. Paris October 21,1805 27 Royal Navy ships defeated 33 of Napoleon’s ships, he had not planned on fighting and lost 22 of his ships. Atlantic Ocean, near Cà ¡diz, Spain, and the Straits of Gibraltar December 26, 1805 A peace treaty between France and Austria, after Napoleon won the Battle of Austerlitz. Bratislava (Pressburg) June–November 1812 The Patriotic War, between Russia and French Army, Napoleon had a huge lose to Russia. This lead to more countries fighting back against Napoleon. Russia October 16–19, 1813 Battle of Leipzig, Russia, Prussia, Austria and Sweden all against the French Army. The largest battle before WWI. Napoleon wsa defeated, and was exiled to Elba that next spring. Leipzig, Germany April 11, 1814 Napoleon was banished from France and sent to the Mediterranean island of Elba. Paris March 20, 1815 Napoleon escaped the island and returned to Paris, regained followers and reclaimed this title as the emperor. France June 15, 1815 Napoleon was defeated at the Battle of Waterloo, this was the end of the French domination in Europe. Waterloo, Belgium May 5, 1821 Napoleon died from possible stomach cancer, even though some think he was poisoned. Saint Helena, South Atlantic

Retention of Employees in Call Centres

Retention of Employees in Call Centres Personal computers Chapter 1 INTRODUCTION In the 21st century every child or adult have their own personal computers and ways of communication have been made easier with the help of email, mobile phones and faxes. These are adopted from Information Technology (IT) industries. The main concern of IT industries is to make life easy for the people. Information Technology can be defined as the branch of engineering that deals with the use of computers and telecommunications to retrieve and store transit information. (Wisegeek, N.D.) Call centres are a part of the IT industries, which is the most blooming sector and the role of these call centres is to make life easy to customers. Call centres are the upcoming field of employment for youngsters in Information Technology. Recruitment to get into a BPO (Business Process Organization) is done on the basis of qualification and good communication skills. BPOs are the fastest growing segments in Information Technology Enabled Services (ITES). These BPOs are striving out a new exposure of the westernized working environment that could lead to a few problems in other countries. Although it has a good side by providing a good pay and a better life style for the individuals, on the other side there are still some diplomatic problems that could be identified. Most researches are done on stress, physical and psychological problems that are faced by the employees. An article in the journal, An Exploration of Occupational Hazards in BPO industry, states, Majority of employees were found to have physical health, socialization and stress related problems due to their job. (Vashistha, 2008) Competition is more in todays world and organizations are trying to build a competitive advantage through more employees who are often challenged. These individuals try to be the best in their respected fields and give their best for the organization. As the competition between organizations increases the competition for the individuals also increase. The IT industry is one of the leading industries in the world and every company needs an IT section that plays a vital role as it controls most of the organization. As it is this is the most wanted sector in every organization, the pay for employees is also expected to be high. In an IT sector, there are a number of employees who although start as freshers and will expect to get a better income as the years of experience increase (Employee Engagement Report 2008 Published May 2008). India has become the hub to start IT industries in the world. India is one of the developing countries and allows foreigners to commence large MNCs as it will reduce the unemployment level and would help the educated to get immediate jobs after education. Most global organizations have always preferred outsourcing Call centres in India. The reason to it would be that India has the second most English speaking population after the USA. There are various other reasons such as skilled labour, educated workforce, etc. Indias large number of educated workforce will not reduce, as there is always been an increasing number of students graduating every year. It is difficult to take the analysis of the entire country as is too broad and vast to cover. There are many IT companies in India; Chennai is a part of Southern India that consists of many call centres. New IT companies emerge every week and a few get closed too. E.g. Call centres in Chennai have become very popular within students and graduates, who have just completed their course. They are given a reasonable pay as fresh employees, in course of time only a few employees stick to the organization and most employees take it as a fill in job or they shift to another company because they are paid higher than its previous employer. The following section will outline how the dissertation will be structured. This will include the following: the research question, research objectives, scope, methodology, benefits and justification. A good dissertation will attempt to answer the research question and will provide a conclusion based on both secondary and primary information. Research purpose This dissertation will help us to find out the retention of employees in IT industry (Call centres) by considering a MNC in Chennai (India), (Sutherland). This large MNC (Multi National Companies) would be used as a case in this research. Below are a few key issues that will be addressed in the dissertation process: To find out ways to improve strategies in retaining employees in call centres. To study the various reasons and the need for jumping to different organisationis it only money or Is Hierarchal Phenomenon the cause of employees to shift? Dissertation Aim The purpose of doing a research is to answer the proposed research questions in a dissertation. The research questions will articulate the research problem giving various findings and suggestions. The following are the research questions for this dissertation; these questions will help the researcher to get valid information of the employees and the HR team in the organization. Information from the HR team would give the researcher suggestions and methods based on retention strategies. Does the organisation take any steps to retain their staff? Why is the retention of an employee, a hectic problem in an IT (Call centre) than any other sector? The aim of the dissertation is to critically assess and evaluate HR strategies used in Indian call centres, in specific to improve staff retention rates. Research Objectives: The research objectives are subjected to the purpose of the research; these objectives give an outline of a dissertation. The main objectives in this dissertation are: To carry out a critical review of the literature on staff retention To identify and assess reasons for poor retention rates in the IT industry. To identify and evaluate strategies to improve employee retention rates in the IT industry. To provide conclusions based on both secondary and primary evidence To make relevant recommendations for improving employee retention rates based on the conclusions arrived at. Benefits of the research: The benefits of the research help in giving the company a better understanding of the employee status. E.g. do employees want to quit the job and shift to other companies? This research would help the organisation to identify key issues faced by employees in terms of retention that will enable them to improve their retention rates. Employee retention is a large cost to some companies and by improving retention rates, it can be argued that costs can be controlled and which in turn will improve the effectiveness of the organisation. India is a developing country and IT is a major source for all MNCs. The research would consist of a case study on an IT company. The scope in this research is referred only with respect to the place chosen for the research (India). The scope of an organisation is dependable on geographic location and the culture of the people. Scope depends on the people and the location of the organisation, such that the scope in India for Biotechnology is less when compa red to U.S. More problems can arise due to the involvement of different cultures in one organisation. The rationale of my research will provide an analysis for human resource planning on employee retention in the IT industry. This will also help to identify the HR practices and whether these can be improved. This dissertation will consist of a detailed research and analysis on IT Company chosen (Located in Chennai, India). Background to the company Sutherland is a BPO that is operating in Chennai (India), it was first established in New York by Rochester in the year 1986. The branch in Chennai was opened in the year 2000 and was the first offshore facility to be opened in India. Many other branches were opened in course of time in different countries such as Canada, Mexico Bulgaria and Philippines. Sutherland employs 24,000 professionals offering rich services from its 24/7 delivery centres globally (Sutherland, 2009). Sutherland won the award; Employer of the year in 2009. They state that their employees are given the best of training to excel in their field, either in terms of business methodologies or technology. Sutherland offers front office and back office services that provide customers a better service. CHAPTER 2 Review of literature Employee retention: Carsen, 2005 states that employee retention refers to the possible number of employees that stay around for a given duration of time. In simple words employee retention could be defined as a process in which the employees are encouraged and motivated to stay with the organization. Employee retention is important and beneficial for the organization. This dissertation deals with call centres, which is a part of the IT industry. Call centres are defined as specialized organizational units providing telephone-based customer services (Kleemann Matuschek, 2002, p.41). Call centres are a part of the IT sector and are of two types and they are outbound and inbound call centres. They usually operate 24/7 a week i.e. 365 days a year. (Marr Neely, 2004). IMPORTANCE OF EMPLOYEE RETENTION Employee retention plays a vital role in every organization. Mobley, 1982 states that employee turnover may be important to some organizations and a few individuals. From the organizational perspective employee turnover can represent a significant cost in terms of recruiting, training, socialization and disruption, as well as a variety of indirect costs. There are many reasons for an employee to leave an organization and it could be due to age, length of service, organizational sector size, occupational group and geographic location. The problems that arise of poor retention should be assessed within the norms of a given external labour market. (Evans 2001) Models and Theories on employee retention: There is a reason for companies to retain their top most employees. There are several models that are being followed in retaining the top most employees. There are few common hiring models that are being used by organizations for employee retention. Each has its own advantage and all serve the purpose to get hold of maximum employee retention. The following are the models, which are being used commonly. The classic model- Core employees. The above model works best with senior management, where one would require a persons full time work and attention. This is best suitable for core activities within the organization and proprietary activities such as trade secret within the organization. Many organizations do make the mistake by assuming that core employee model is the only retention model and the organization tries to fit in all jobs within it. It is important for an organization to understand and follow the hiring models appropriately. Flexible work This type of model usually involves in sharing a job within the family. This model best fits in call centres as in this industry continuity is not mush required. On the whole this model cannot work for short shift works; for example; an advertising team launching a new advertisement cannot offer job sharing-posts, as the continuity of the job is very much required. Job sharing is a success in certain cases such as when there is no much need of individual continuity with customers or with a third party and when the degree of interaction is low between the employee and the consumer. This type of model makes employees feel at home and have very less probability in them leaving the job, as they are comfortable with it and it usually works within families. Free agents Many educated individuals in the IT industry do not like to work full time for a particular organization as these employees enjoy working as part-timers in more than one organization, these type of employees are called free agents. This is the next step to flexible work with respect to job satisfaction. These types of free agents are not given a usual salary but they are paid on their results that they produce. This model is not business orientated but it is project orientated and it attracts the employee to do the job as it a likely interest. These employees usually stay with the organization only if they are recognized for their work. Outsourcing The above three models not only explains the different types of employees in an organization but also explains how to retain employees according to the type of sector that is best suitable for the individual, the question arises only when the organization gets an employee from outside to do the job of the organization. These kinds of employees are taken only for a specific duration by different organizations or individuals. This model best works with low value transaction, low-tech uncomplicated activities and non-critical activities. Many organizations have concluded that it is not possible to motivate and train employees for specified jobs, so they agree with outsourcing. (McKeown, 2002) Svyantek McChrystal, 2007, p.225, shows in his book, a new model of retention, which is very different from the above models. In this model he states employees retain the jobs because they are self-concept-job fit and an experienced meaningful work. Self-concept-job fit is a method in which the human relations professionals input the meaningful work in employees. Horgans Roberts, 2000 have stated that the future should focus into the concept of self-concept-job fit either in existing or after recruiting employee. The above models are different from each other and each of them fits best for different kinds of organizations. The best suitable model must be used in order to retain their employees and get high job performance from them. Though we cannot satisfy all individual needs there are certain general factors that we can get rid of so that the employees who are working, feel at home. After one executes a type of model into an organization it is important that the employees are satisfied with the type of job that an individual is doing. Job satisfaction is related to employee retention and for an employee to retain in the organization the individual must be satisfied but the job. Job Satisfaction. Job satisfaction is very important to all employees and it is defined as the extent to which a person derives pleasure from a job (Muchinsky, 1993, p. 290). Locke (1969 as cited in Friday Friday, 2003, p. 429) defines job satisfaction as a pleasurable or positive emotional state resulting from the appraisal of ones job. Job satisfaction may be one of the most ideal characters for the employees to work in an organization. As job satisfaction is the most vital key for an employee to stay with an organization for a long-term relation. Spector (1997, p.5) comments, Job satisfaction is the degree to which people like their jobs. Attitudes towards job satisfaction differ between employees and may change in the course of time. A number of researchers have done research on job satisfaction and each researcher has given a unique definition for job satisfaction. Agho, Muller and Price (1992) stated that job satisfaction is the extent to which an employee likes the job. Ashp (2008, p. 323) states Job satisfaction is important to retention; although the relationship may be direct or indirect. With Employee satisfaction, an organization deals with employees opinions and work process such as workload distribution, schedule (work timings) schedule and flexibility and internal communications. But the frequently asked question by everyone; Are we satisfied with the job that we are doing. Most say that Job satisfaction in an organization is not a problem but a symptom within the organization. However one can describe job satisfaction can go up and down by the hour independently of the ones works performance. Mullins states, Job satisfaction is necessary in order to achieve a high level of motivation and job performance(Mullin 2007, p. 277). It is not possible for low performance employees to get high job satisfaction. A report published on May 2008 states that there is a clear correlation between employee engagement and employee retention, the writer states that 85% of engaged employees were indicating that they plan to stay with their employer through 2008. The report states that an effective employee retention strategy is based on employee engagement. (Blessing White, 2008) Theories on job satisfaction: Job satisfaction can be defined as ones attitude towards ones job. Job satisfaction pays much relation with retention as it is the attitude that the person gains with the job attained and this makes the employee decide whether to stay or not (Weiss, 2002). There are several theories on job satisfaction a few of them are listed below. Affect theory Lockes Range of Affect Theory (1976) is the famous theory of job satisfaction in which the theory gives an explanation of what one wants from the job. The theory gives views of the dissatisfaction level and satisfaction level of an employee working. The theory states the facet of work, for e.g. the degree of autonomy of position decides the employee to stay or leave. If an individual were satisfied with the job, then the individual would give his best in the job he is doing in the organization. Dispositional theory This is a basic theory that explains the nature of similar identities such as two twins are alike to think the same but in process they tend to end up with different results. Hence job satisfaction for each employee is quite different. This theory was narrowed down by Judge (1992) by his model called the Core self evaluation model, where in the theory states the higher levels of self esteem and self efficacy would result in high job satisfaction levels. Two-factor theory (Motivator hygiene theory) This theory has taken two variables (Satisfiers and Dissatisfiers) and the theory states that factors causing these two variables are different and it is these factors that are responsible for an individuals satisfaction or dissatisfaction of the job. Satisfiers or motivators are satisfied with their job in presence or absence of a working condition corresponding to the higher levels of Maslows hierarchy of needs. And the dissatisfiers or hygiene factors, which correspond to the lower levels of Maslows hierarchy, are not satisfied with the job when they are adequate or in an inadequate working condition. (Ellis, 2005) Job characteristics model Hackman and Oldham introduced the Job characteristics model that is used widely to study the job characteristics and job outcomes along with job satisfaction. This model derives and states that there are five characteristics; i.e. skill, task, significance, autonomy, and finally feedback. These characteristics combine to give three physiological states; experienced meaningfulness, experienced responsibility for outcomes and knowledge of the actual results that influence job satisfaction and motivation. This framework of five characteristics can be combined to form Motivation Potential Score (MPS). (Hackman Oldham 1976) Ones attitude towards ones job is defined as job satisfaction. These theories cannot change the attitude of the individual but can help the individual to get settled with the job. Evans (1998, p. 19) states, Job satisfaction increases with age, job values remain constant with age and job reward increase with age. Certain factors usually affect an individuals job and this will affect the willingness of the individual to carry on working. E.g., in call centres, high stress is a factor that affects employees performance; it is because of this factor that most employees may not be satisfied with their jobs. It is important that the organization take necessary steps to solve the problem else many employees would leave the organization. Factors affecting employee retention: There are several factors that affect the growth and development of an individuals carrier. If an employee cannot see his future ahead in the organization, there are a number of reasons for him to leave the organization. As these factors can affect the employees work profile, personal growths and dreams, training and development which consists of communication skills, technical skills, procedure improvement skills and skills from special projects. As this dissertation deals with Information Technology (IT) let us consider the factors that affect the employees working in Call-centres. An article by Krishnan Jagadeesan G. on Employee Satisfaction in Knowledge Industry shows the factors that affect employees and the cause of turnover in IT industries (Call centres). He states that surveys have revealed that 42.35% were found working at odd times which were the main causes for high turnover and stress disorders. In terms of job satisfaction and retention rates, while the future of the BPO industry appears bleak unless suitable changes like job rotation and intellectual pursuit in the job content are brought about, the lookout in the manufacturing and the IT sectors are promising. (Krishnan, 2008) The most common factors that affects retention of employees is: Age Length of service Industry sector Organization size Occupational group Geographic location Gender A survey done by CIPD (2006) on Employee attitudes and engagement of employees in UK shows the factors responsible for employees to leave the organization, such as older employees are engaged more than younger employees, women are equally engaged with men, management of the organization, leadership and communication, job satisfaction, length of service, stress and involvement. In this survey, the results show that a lot of stress is given to the employees and this is due to the absence of employees and the pressure from senior employees. This survey will be done to analyse few of the researchers findings. Employee retention strategy: Retention strategies are less effective than recruitment and training strategies. Case study agencies have also agreed with the same on an industry survey. The findings of retention activities are consistent with literature and it is identified that retention is a weak link in the employment cycle. Retention strategies that all organizations include are employee engagement, employee orientation and employee recognition (Davis, 2002, p.41). Each of these employee strategies helps the employee to connect with a goal in the organization. Researchers have done research and are doing research on how to retain employees for the company one is working for. The below are the findings from an article on the web which show the ways in retaining the employees. 60 years of research have shown that only research-based and theory-supported approaches will help in improving employee engagement, as employee engagement will improve retention strategies, by offering compliments, such as the best employee of the month, giving prizes and suggestion boxed. Short-term gifts or prizes such as the above do not help the employee to stay with the organization for long. The responsibility taken to create the change and implementing it will assure improved understanding and support from the employees in all aspects. Loyalty and commitment are significance to the employees working in an organization. Action oriented approaches will help the organization in order to move forward quickly. As this would bring an organization with best development practices to effectively build a high retention culture (Employee Retention Strategies, N.D.). Employees play an important role in every organization and are responsible for the growth of the organization; hence it is important that the employers retain their employees. The above findings describe a few strategies on how to retain employees. It is found that Employee Retention is not given much importance when comparing with recruitment and training processes. The above text states that employee engagement is related with employee retention, change in retention strategy will improve employee engagement. These findings will help the researcher in building a strong questionnaire as the previous researches have already showed good results. Keeping these results aside it would be easier to attain the research goal, as the path would be specific with no variation in between. It is only by research new strategies are found and changes are made in existing strategies to satisfy employees. These findings would give the researcher more space in finding the problems in deep, apart from the regular ones. In this dissertation, Sutherland (a call centre) is taken as the case study to find out and improve the retention strategies that are being followed with reference to the ancestral methods. Few common strategies on employee retention are Retention focused recruitment. Retention focused orientation. Job sculpting Retention focused Managing Retention focused Career support Work life balance measures Retention focused rewards Retention focused communication. The above are few strategies that are commonly used by organizations to retain employees by giving them high level of job satisfaction. As this dissertation is concerned with the IT sector let us see in detail the retention strategies that are used in IT (call centres) for retaining the employees. As this dissertation consists of a case study of a call centre, the researcher can examine what strategies could be used for retaining employee in this sector. An article published on the Internet shows a few strategies on how to retain the employees in a call centre. The job satisfaction of the employee will result in the performance of the employee which will give the employee a better working environment and henceforth which will result in customer satisfaction and productivity. A few ways of satisfying employees include: Recruit people who value work. Clarify expectations. Provide good and specific job training. Reward the employees for high performance. The above are few key elements that used to satisfy employees in the IT industry. There could be more elements that can satisfy employees and help the organization my retaining the employees. This research would help in finding more ways to satisfy employees so that they do not have to leave the organization. Interviews and questionnaires with the lower level and top-level of the organization will help attaining the research purpose and meet the research objectives. The findings from the questionnaire would be used to frame the structure of the interview. The interview will be taken with an agent, team leader and an HR team member of the organization. The Review of Literature in this dissertation helps to give an understanding of what is meant by employee retention and the existing models and concepts that being used such as strategies and techniques. Theories on job satisfaction helped the researcher in finding out the importance of job satisfaction with employee retention. Existing research-based theories on retention strategies were included so that the researcher will be able compare the primary findings with it. It would also be useful to find out, whether the existing strategies found by researchers are sufficient to maintain employee retention or changes should be made to the theories. These existing theories on employee retention, job satisfaction and retention strategies would give the researcher abundant satisfaction and confidence in moving towards the research as all the aspects of retention have been covered. Theories and models used in the review of literature gives a brief idea of the strategies that are being used in organizations and could be compared to one of the existing models. The contents in the review of literature could be compared to the case study companies to find the changes that are necessary and why does it need it. The researcher concludes by stating that the Review of Literature helps to achieve the aim of the dissertation in this research. CHAPTER 3 Research Methodology Clough and Nutbrown, 2007, p.5 states research is the investigation of an idea, subject or topic for a purpose. Research is used to investigate a topic or a theory in depth to get a better understanding in detail. The term research is a way of describing systematic investigation of a theory or area of activity. Although all research cannot be measured, a few can be scientifically measured or data collected and can be analysed to identify differences. Approach to the research Deductive and Inductive approach There are two types of approaches in doing a research, i.e. deductive and inductive methods. It depends on the researcher whether to choose a deductive approach or inductive approach. In deductive approach, the researcher develops a theory and designs a research strategy that analyses the hypothesis and in inductive approach, the researcher collects data from by various methods of research and end up with the hypothesis based on the data analysis. Deductive approach involves the improvement or development of a theory that is subjected to tests. Nwokah et al., 2009, p.4, states, Laws present the basis of explanation, allow the anticipation of phenomena, predict their occurrence and therefore fore permit them to be controlled. 5 stages in which deductive approach will progress. Deducing a hypothesis from a theory. Exposing the hypothesis in operational terms, which propose a relationship between two specific concepts or variables. Testing this operational hypothesis. Examine the outcome obtained from the inquiry. If necessary modifying the theory in the light of the findings.(Saunders et al., 2007, p. 117) Inductive approach is opposite to deductive approach; inductive approach starts with the collection of data that it is added to form a theory or hypothesis. The following is an inductive approach for analysis for a qualitative evaluation data is described. The reasons to use an inductive approach are (a) it compresses textual data into a summary format (b) provide links within the research objectives and findings that are derived from the data and (c) a framework can be developed of the structure of processes that are evident in the data (Thomas, 2006). The inductive approach provides an easy systematic set of procedures for analyzing qualitative data that can produce reliable and valid findings. The inductive approach is not as strong as some other analytic strategies for theory or model development, it does provide a simple and straightforward approach for deriving findings in the context of focused evaluation questions. Many evaluators are likely to use the inductive approach, as it is less complicated than using other approaches to qualitative data analysis (Schutt, 2006). Research philosophy The type of method used in this research Retention of Employees in Call Centres Retention of Employees in Call Centres Personal computers Chapter 1 INTRODUCTION In the 21st century every child or adult have their own personal computers and ways of communication have been made easier with the help of email, mobile phones and faxes. These are adopted from Information Technology (IT) industries. The main concern of IT industries is to make life easy for the people. Information Technology can be defined as the branch of engineering that deals with the use of computers and telecommunications to retrieve and store transit information. (Wisegeek, N.D.) Call centres are a part of the IT industries, which is the most blooming sector and the role of these call centres is to make life easy to customers. Call centres are the upcoming field of employment for youngsters in Information Technology. Recruitment to get into a BPO (Business Process Organization) is done on the basis of qualification and good communication skills. BPOs are the fastest growing segments in Information Technology Enabled Services (ITES). These BPOs are striving out a new exposure of the westernized working environment that could lead to a few problems in other countries. Although it has a good side by providing a good pay and a better life style for the individuals, on the other side there are still some diplomatic problems that could be identified. Most researches are done on stress, physical and psychological problems that are faced by the employees. An article in the journal, An Exploration of Occupational Hazards in BPO industry, states, Majority of employees were found to have physical health, socialization and stress related problems due to their job. (Vashistha, 2008) Competition is more in todays world and organizations are trying to build a competitive advantage through more employees who are often challenged. These individuals try to be the best in their respected fields and give their best for the organization. As the competition between organizations increases the competition for the individuals also increase. The IT industry is one of the leading industries in the world and every company needs an IT section that plays a vital role as it controls most of the organization. As it is this is the most wanted sector in every organization, the pay for employees is also expected to be high. In an IT sector, there are a number of employees who although start as freshers and will expect to get a better income as the years of experience increase (Employee Engagement Report 2008 Published May 2008). India has become the hub to start IT industries in the world. India is one of the developing countries and allows foreigners to commence large MNCs as it will reduce the unemployment level and would help the educated to get immediate jobs after education. Most global organizations have always preferred outsourcing Call centres in India. The reason to it would be that India has the second most English speaking population after the USA. There are various other reasons such as skilled labour, educated workforce, etc. Indias large number of educated workforce will not reduce, as there is always been an increasing number of students graduating every year. It is difficult to take the analysis of the entire country as is too broad and vast to cover. There are many IT companies in India; Chennai is a part of Southern India that consists of many call centres. New IT companies emerge every week and a few get closed too. E.g. Call centres in Chennai have become very popular within students and graduates, who have just completed their course. They are given a reasonable pay as fresh employees, in course of time only a few employees stick to the organization and most employees take it as a fill in job or they shift to another company because they are paid higher than its previous employer. The following section will outline how the dissertation will be structured. This will include the following: the research question, research objectives, scope, methodology, benefits and justification. A good dissertation will attempt to answer the research question and will provide a conclusion based on both secondary and primary information. Research purpose This dissertation will help us to find out the retention of employees in IT industry (Call centres) by considering a MNC in Chennai (India), (Sutherland). This large MNC (Multi National Companies) would be used as a case in this research. Below are a few key issues that will be addressed in the dissertation process: To find out ways to improve strategies in retaining employees in call centres. To study the various reasons and the need for jumping to different organisationis it only money or Is Hierarchal Phenomenon the cause of employees to shift? Dissertation Aim The purpose of doing a research is to answer the proposed research questions in a dissertation. The research questions will articulate the research problem giving various findings and suggestions. The following are the research questions for this dissertation; these questions will help the researcher to get valid information of the employees and the HR team in the organization. Information from the HR team would give the researcher suggestions and methods based on retention strategies. Does the organisation take any steps to retain their staff? Why is the retention of an employee, a hectic problem in an IT (Call centre) than any other sector? The aim of the dissertation is to critically assess and evaluate HR strategies used in Indian call centres, in specific to improve staff retention rates. Research Objectives: The research objectives are subjected to the purpose of the research; these objectives give an outline of a dissertation. The main objectives in this dissertation are: To carry out a critical review of the literature on staff retention To identify and assess reasons for poor retention rates in the IT industry. To identify and evaluate strategies to improve employee retention rates in the IT industry. To provide conclusions based on both secondary and primary evidence To make relevant recommendations for improving employee retention rates based on the conclusions arrived at. Benefits of the research: The benefits of the research help in giving the company a better understanding of the employee status. E.g. do employees want to quit the job and shift to other companies? This research would help the organisation to identify key issues faced by employees in terms of retention that will enable them to improve their retention rates. Employee retention is a large cost to some companies and by improving retention rates, it can be argued that costs can be controlled and which in turn will improve the effectiveness of the organisation. India is a developing country and IT is a major source for all MNCs. The research would consist of a case study on an IT company. The scope in this research is referred only with respect to the place chosen for the research (India). The scope of an organisation is dependable on geographic location and the culture of the people. Scope depends on the people and the location of the organisation, such that the scope in India for Biotechnology is less when compa red to U.S. More problems can arise due to the involvement of different cultures in one organisation. The rationale of my research will provide an analysis for human resource planning on employee retention in the IT industry. This will also help to identify the HR practices and whether these can be improved. This dissertation will consist of a detailed research and analysis on IT Company chosen (Located in Chennai, India). Background to the company Sutherland is a BPO that is operating in Chennai (India), it was first established in New York by Rochester in the year 1986. The branch in Chennai was opened in the year 2000 and was the first offshore facility to be opened in India. Many other branches were opened in course of time in different countries such as Canada, Mexico Bulgaria and Philippines. Sutherland employs 24,000 professionals offering rich services from its 24/7 delivery centres globally (Sutherland, 2009). Sutherland won the award; Employer of the year in 2009. They state that their employees are given the best of training to excel in their field, either in terms of business methodologies or technology. Sutherland offers front office and back office services that provide customers a better service. CHAPTER 2 Review of literature Employee retention: Carsen, 2005 states that employee retention refers to the possible number of employees that stay around for a given duration of time. In simple words employee retention could be defined as a process in which the employees are encouraged and motivated to stay with the organization. Employee retention is important and beneficial for the organization. This dissertation deals with call centres, which is a part of the IT industry. Call centres are defined as specialized organizational units providing telephone-based customer services (Kleemann Matuschek, 2002, p.41). Call centres are a part of the IT sector and are of two types and they are outbound and inbound call centres. They usually operate 24/7 a week i.e. 365 days a year. (Marr Neely, 2004). IMPORTANCE OF EMPLOYEE RETENTION Employee retention plays a vital role in every organization. Mobley, 1982 states that employee turnover may be important to some organizations and a few individuals. From the organizational perspective employee turnover can represent a significant cost in terms of recruiting, training, socialization and disruption, as well as a variety of indirect costs. There are many reasons for an employee to leave an organization and it could be due to age, length of service, organizational sector size, occupational group and geographic location. The problems that arise of poor retention should be assessed within the norms of a given external labour market. (Evans 2001) Models and Theories on employee retention: There is a reason for companies to retain their top most employees. There are several models that are being followed in retaining the top most employees. There are few common hiring models that are being used by organizations for employee retention. Each has its own advantage and all serve the purpose to get hold of maximum employee retention. The following are the models, which are being used commonly. The classic model- Core employees. The above model works best with senior management, where one would require a persons full time work and attention. This is best suitable for core activities within the organization and proprietary activities such as trade secret within the organization. Many organizations do make the mistake by assuming that core employee model is the only retention model and the organization tries to fit in all jobs within it. It is important for an organization to understand and follow the hiring models appropriately. Flexible work This type of model usually involves in sharing a job within the family. This model best fits in call centres as in this industry continuity is not mush required. On the whole this model cannot work for short shift works; for example; an advertising team launching a new advertisement cannot offer job sharing-posts, as the continuity of the job is very much required. Job sharing is a success in certain cases such as when there is no much need of individual continuity with customers or with a third party and when the degree of interaction is low between the employee and the consumer. This type of model makes employees feel at home and have very less probability in them leaving the job, as they are comfortable with it and it usually works within families. Free agents Many educated individuals in the IT industry do not like to work full time for a particular organization as these employees enjoy working as part-timers in more than one organization, these type of employees are called free agents. This is the next step to flexible work with respect to job satisfaction. These types of free agents are not given a usual salary but they are paid on their results that they produce. This model is not business orientated but it is project orientated and it attracts the employee to do the job as it a likely interest. These employees usually stay with the organization only if they are recognized for their work. Outsourcing The above three models not only explains the different types of employees in an organization but also explains how to retain employees according to the type of sector that is best suitable for the individual, the question arises only when the organization gets an employee from outside to do the job of the organization. These kinds of employees are taken only for a specific duration by different organizations or individuals. This model best works with low value transaction, low-tech uncomplicated activities and non-critical activities. Many organizations have concluded that it is not possible to motivate and train employees for specified jobs, so they agree with outsourcing. (McKeown, 2002) Svyantek McChrystal, 2007, p.225, shows in his book, a new model of retention, which is very different from the above models. In this model he states employees retain the jobs because they are self-concept-job fit and an experienced meaningful work. Self-concept-job fit is a method in which the human relations professionals input the meaningful work in employees. Horgans Roberts, 2000 have stated that the future should focus into the concept of self-concept-job fit either in existing or after recruiting employee. The above models are different from each other and each of them fits best for different kinds of organizations. The best suitable model must be used in order to retain their employees and get high job performance from them. Though we cannot satisfy all individual needs there are certain general factors that we can get rid of so that the employees who are working, feel at home. After one executes a type of model into an organization it is important that the employees are satisfied with the type of job that an individual is doing. Job satisfaction is related to employee retention and for an employee to retain in the organization the individual must be satisfied but the job. Job Satisfaction. Job satisfaction is very important to all employees and it is defined as the extent to which a person derives pleasure from a job (Muchinsky, 1993, p. 290). Locke (1969 as cited in Friday Friday, 2003, p. 429) defines job satisfaction as a pleasurable or positive emotional state resulting from the appraisal of ones job. Job satisfaction may be one of the most ideal characters for the employees to work in an organization. As job satisfaction is the most vital key for an employee to stay with an organization for a long-term relation. Spector (1997, p.5) comments, Job satisfaction is the degree to which people like their jobs. Attitudes towards job satisfaction differ between employees and may change in the course of time. A number of researchers have done research on job satisfaction and each researcher has given a unique definition for job satisfaction. Agho, Muller and Price (1992) stated that job satisfaction is the extent to which an employee likes the job. Ashp (2008, p. 323) states Job satisfaction is important to retention; although the relationship may be direct or indirect. With Employee satisfaction, an organization deals with employees opinions and work process such as workload distribution, schedule (work timings) schedule and flexibility and internal communications. But the frequently asked question by everyone; Are we satisfied with the job that we are doing. Most say that Job satisfaction in an organization is not a problem but a symptom within the organization. However one can describe job satisfaction can go up and down by the hour independently of the ones works performance. Mullins states, Job satisfaction is necessary in order to achieve a high level of motivation and job performance(Mullin 2007, p. 277). It is not possible for low performance employees to get high job satisfaction. A report published on May 2008 states that there is a clear correlation between employee engagement and employee retention, the writer states that 85% of engaged employees were indicating that they plan to stay with their employer through 2008. The report states that an effective employee retention strategy is based on employee engagement. (Blessing White, 2008) Theories on job satisfaction: Job satisfaction can be defined as ones attitude towards ones job. Job satisfaction pays much relation with retention as it is the attitude that the person gains with the job attained and this makes the employee decide whether to stay or not (Weiss, 2002). There are several theories on job satisfaction a few of them are listed below. Affect theory Lockes Range of Affect Theory (1976) is the famous theory of job satisfaction in which the theory gives an explanation of what one wants from the job. The theory gives views of the dissatisfaction level and satisfaction level of an employee working. The theory states the facet of work, for e.g. the degree of autonomy of position decides the employee to stay or leave. If an individual were satisfied with the job, then the individual would give his best in the job he is doing in the organization. Dispositional theory This is a basic theory that explains the nature of similar identities such as two twins are alike to think the same but in process they tend to end up with different results. Hence job satisfaction for each employee is quite different. This theory was narrowed down by Judge (1992) by his model called the Core self evaluation model, where in the theory states the higher levels of self esteem and self efficacy would result in high job satisfaction levels. Two-factor theory (Motivator hygiene theory) This theory has taken two variables (Satisfiers and Dissatisfiers) and the theory states that factors causing these two variables are different and it is these factors that are responsible for an individuals satisfaction or dissatisfaction of the job. Satisfiers or motivators are satisfied with their job in presence or absence of a working condition corresponding to the higher levels of Maslows hierarchy of needs. And the dissatisfiers or hygiene factors, which correspond to the lower levels of Maslows hierarchy, are not satisfied with the job when they are adequate or in an inadequate working condition. (Ellis, 2005) Job characteristics model Hackman and Oldham introduced the Job characteristics model that is used widely to study the job characteristics and job outcomes along with job satisfaction. This model derives and states that there are five characteristics; i.e. skill, task, significance, autonomy, and finally feedback. These characteristics combine to give three physiological states; experienced meaningfulness, experienced responsibility for outcomes and knowledge of the actual results that influence job satisfaction and motivation. This framework of five characteristics can be combined to form Motivation Potential Score (MPS). (Hackman Oldham 1976) Ones attitude towards ones job is defined as job satisfaction. These theories cannot change the attitude of the individual but can help the individual to get settled with the job. Evans (1998, p. 19) states, Job satisfaction increases with age, job values remain constant with age and job reward increase with age. Certain factors usually affect an individuals job and this will affect the willingness of the individual to carry on working. E.g., in call centres, high stress is a factor that affects employees performance; it is because of this factor that most employees may not be satisfied with their jobs. It is important that the organization take necessary steps to solve the problem else many employees would leave the organization. Factors affecting employee retention: There are several factors that affect the growth and development of an individuals carrier. If an employee cannot see his future ahead in the organization, there are a number of reasons for him to leave the organization. As these factors can affect the employees work profile, personal growths and dreams, training and development which consists of communication skills, technical skills, procedure improvement skills and skills from special projects. As this dissertation deals with Information Technology (IT) let us consider the factors that affect the employees working in Call-centres. An article by Krishnan Jagadeesan G. on Employee Satisfaction in Knowledge Industry shows the factors that affect employees and the cause of turnover in IT industries (Call centres). He states that surveys have revealed that 42.35% were found working at odd times which were the main causes for high turnover and stress disorders. In terms of job satisfaction and retention rates, while the future of the BPO industry appears bleak unless suitable changes like job rotation and intellectual pursuit in the job content are brought about, the lookout in the manufacturing and the IT sectors are promising. (Krishnan, 2008) The most common factors that affects retention of employees is: Age Length of service Industry sector Organization size Occupational group Geographic location Gender A survey done by CIPD (2006) on Employee attitudes and engagement of employees in UK shows the factors responsible for employees to leave the organization, such as older employees are engaged more than younger employees, women are equally engaged with men, management of the organization, leadership and communication, job satisfaction, length of service, stress and involvement. In this survey, the results show that a lot of stress is given to the employees and this is due to the absence of employees and the pressure from senior employees. This survey will be done to analyse few of the researchers findings. Employee retention strategy: Retention strategies are less effective than recruitment and training strategies. Case study agencies have also agreed with the same on an industry survey. The findings of retention activities are consistent with literature and it is identified that retention is a weak link in the employment cycle. Retention strategies that all organizations include are employee engagement, employee orientation and employee recognition (Davis, 2002, p.41). Each of these employee strategies helps the employee to connect with a goal in the organization. Researchers have done research and are doing research on how to retain employees for the company one is working for. The below are the findings from an article on the web which show the ways in retaining the employees. 60 years of research have shown that only research-based and theory-supported approaches will help in improving employee engagement, as employee engagement will improve retention strategies, by offering compliments, such as the best employee of the month, giving prizes and suggestion boxed. Short-term gifts or prizes such as the above do not help the employee to stay with the organization for long. The responsibility taken to create the change and implementing it will assure improved understanding and support from the employees in all aspects. Loyalty and commitment are significance to the employees working in an organization. Action oriented approaches will help the organization in order to move forward quickly. As this would bring an organization with best development practices to effectively build a high retention culture (Employee Retention Strategies, N.D.). Employees play an important role in every organization and are responsible for the growth of the organization; hence it is important that the employers retain their employees. The above findings describe a few strategies on how to retain employees. It is found that Employee Retention is not given much importance when comparing with recruitment and training processes. The above text states that employee engagement is related with employee retention, change in retention strategy will improve employee engagement. These findings will help the researcher in building a strong questionnaire as the previous researches have already showed good results. Keeping these results aside it would be easier to attain the research goal, as the path would be specific with no variation in between. It is only by research new strategies are found and changes are made in existing strategies to satisfy employees. These findings would give the researcher more space in finding the problems in deep, apart from the regular ones. In this dissertation, Sutherland (a call centre) is taken as the case study to find out and improve the retention strategies that are being followed with reference to the ancestral methods. Few common strategies on employee retention are Retention focused recruitment. Retention focused orientation. Job sculpting Retention focused Managing Retention focused Career support Work life balance measures Retention focused rewards Retention focused communication. The above are few strategies that are commonly used by organizations to retain employees by giving them high level of job satisfaction. As this dissertation is concerned with the IT sector let us see in detail the retention strategies that are used in IT (call centres) for retaining the employees. As this dissertation consists of a case study of a call centre, the researcher can examine what strategies could be used for retaining employee in this sector. An article published on the Internet shows a few strategies on how to retain the employees in a call centre. The job satisfaction of the employee will result in the performance of the employee which will give the employee a better working environment and henceforth which will result in customer satisfaction and productivity. A few ways of satisfying employees include: Recruit people who value work. Clarify expectations. Provide good and specific job training. Reward the employees for high performance. The above are few key elements that used to satisfy employees in the IT industry. There could be more elements that can satisfy employees and help the organization my retaining the employees. This research would help in finding more ways to satisfy employees so that they do not have to leave the organization. Interviews and questionnaires with the lower level and top-level of the organization will help attaining the research purpose and meet the research objectives. The findings from the questionnaire would be used to frame the structure of the interview. The interview will be taken with an agent, team leader and an HR team member of the organization. The Review of Literature in this dissertation helps to give an understanding of what is meant by employee retention and the existing models and concepts that being used such as strategies and techniques. Theories on job satisfaction helped the researcher in finding out the importance of job satisfaction with employee retention. Existing research-based theories on retention strategies were included so that the researcher will be able compare the primary findings with it. It would also be useful to find out, whether the existing strategies found by researchers are sufficient to maintain employee retention or changes should be made to the theories. These existing theories on employee retention, job satisfaction and retention strategies would give the researcher abundant satisfaction and confidence in moving towards the research as all the aspects of retention have been covered. Theories and models used in the review of literature gives a brief idea of the strategies that are being used in organizations and could be compared to one of the existing models. The contents in the review of literature could be compared to the case study companies to find the changes that are necessary and why does it need it. The researcher concludes by stating that the Review of Literature helps to achieve the aim of the dissertation in this research. CHAPTER 3 Research Methodology Clough and Nutbrown, 2007, p.5 states research is the investigation of an idea, subject or topic for a purpose. Research is used to investigate a topic or a theory in depth to get a better understanding in detail. The term research is a way of describing systematic investigation of a theory or area of activity. Although all research cannot be measured, a few can be scientifically measured or data collected and can be analysed to identify differences. Approach to the research Deductive and Inductive approach There are two types of approaches in doing a research, i.e. deductive and inductive methods. It depends on the researcher whether to choose a deductive approach or inductive approach. In deductive approach, the researcher develops a theory and designs a research strategy that analyses the hypothesis and in inductive approach, the researcher collects data from by various methods of research and end up with the hypothesis based on the data analysis. Deductive approach involves the improvement or development of a theory that is subjected to tests. Nwokah et al., 2009, p.4, states, Laws present the basis of explanation, allow the anticipation of phenomena, predict their occurrence and therefore fore permit them to be controlled. 5 stages in which deductive approach will progress. Deducing a hypothesis from a theory. Exposing the hypothesis in operational terms, which propose a relationship between two specific concepts or variables. Testing this operational hypothesis. Examine the outcome obtained from the inquiry. If necessary modifying the theory in the light of the findings.(Saunders et al., 2007, p. 117) Inductive approach is opposite to deductive approach; inductive approach starts with the collection of data that it is added to form a theory or hypothesis. The following is an inductive approach for analysis for a qualitative evaluation data is described. The reasons to use an inductive approach are (a) it compresses textual data into a summary format (b) provide links within the research objectives and findings that are derived from the data and (c) a framework can be developed of the structure of processes that are evident in the data (Thomas, 2006). The inductive approach provides an easy systematic set of procedures for analyzing qualitative data that can produce reliable and valid findings. The inductive approach is not as strong as some other analytic strategies for theory or model development, it does provide a simple and straightforward approach for deriving findings in the context of focused evaluation questions. Many evaluators are likely to use the inductive approach, as it is less complicated than using other approaches to qualitative data analysis (Schutt, 2006). Research philosophy The type of method used in this research

King Lear :: Essays Papers

King Lear There are really two plots in King Lear, a main plot and a fully developed subplot. Each has its own set of characters. In the main plot, there is the head of the family, the 80-plus-year-old king of Britain, Lear. He has three daughters, Goneril, Regan, and Cordelia. The Duke of Albany is married to the oldest, Goneril, and the Duke of Cornwall is married to Regan, the middle daughter. Cordelia has two suitors, the Duke of Burgundy and the King of France. The court jester, the Fool, is by extension a member of the Lear family and part of the main plot, as is the Earl of Kent, Lear's loyal follower. The Earl of Gloucester, also a member of Lear's court, is the head of another family and the focus of the subplot. He has two offspring, an older, legitimate son named Edgar and a younger, illegitimate or bastard son named Edmund. Various minor characters appear from time to time. They are easily identified by their connections with whatever main character they serve or speak of. As the play opens, Lear has decided to retire and divide his kingdom among his three daughters. Cordelia's husband will be chosen for her immediately after Lear executes this "living will." Before he allots the shares, Lear asks each daughter to make a profession of her love for him in order to receive her entitlement. Goneril and Regan waste no time professing love for their father, but Cordelia is speechless. She loves her father as any daughter should, no more and no less. Lear is outraged by what he sees as her lack of devotion. He cuts Cordelia out of her share and banishes her. Her share is divided between Goneril and Regan. Lear gives them everything but keeps a retinue, a following of 100 knights who will accompany him as he alternates monthly visits between his two daughters. Cordelia's suitors are called in. Without a dowry, Burgundy rejects her; but the King of France sees her true worth and leads Cordelia off to marriage and his protection. At Gloucester's castle, Edmund reveals that he will not let his illegitimate birth and older brother prevent him from inheriting his father's estate. He devises a plan to convince Gloucester that Edgar is secretly planning to kill his father to get his hands on the family property and enjoy it while he's still young. Edmund then tells Edgar that their father is after him for some mistaken notion of a reported crime.

M Butterfly :: Madama Butterlfy

I think Song's "rules" may possibly be accurate in his/her mind. After all, Song has deceived a somewhat intelligent individual for over twenty years. I saying , Song :"Rule One is " Men always believe what they want to hear." ( 82 ) I don't think that is entirely accurate,but Song has proven it to be throughout the play in dealing with Gallimard. So basically in that area Song's "rule" applies. Gillimard wanted to believe his "love" was indeed a young , Oriental woman. He refused to acknowlege otherwise because that was his " fantasy". However, I must disagree when "Rule One" also states, Song: " So a girl can tell the most obnoxious lies and the guys will believe them every time--" (82 ) Again, as far as Song's relationship with Gillimard is concerned, it is again truthful. However, I think that would be an extreme exaggeration in speaking of "men" in general, even in terms of "men" in this play. I don't think Song could have fooled Marc for very long. I think perhaps we see some of Hwang's own experiences in his life poking through into the play. As Song explains , Rule Two: " The West thinks of itself as masculine--big guns,big industry, big money--so the East is feminine--weak, delicate, poor...but good at art, and full of inscrutable wisdom--the feminine mystique." ( 83 ) It's possible Song interprets the West as such, at this point. If this is so, however, why does he/she also state, Song: "The Chinese men--they keep us down." ? ( 43 ) It seems, at the tender age that Song is, everyone is keeping him/her "down". The men from the West, as well as men from the East. And yet Song seems to think as well, the East is somewhat powerful, deep inside.

Cival War Weapons :: essays research papers fc

Civil War Weapons One weapon used in the Civil War is a Sharps Carbine. It was developed primarily for Calvary, because of the shorter barrel. They were much easier to handle on horse back than their longer brother the Breech-Loader. Sharps were preferred because they could be loaded on a moving horse, something virtually impossible with a Muzzle-Loader. Also, Breech-Loaders carbine which fired moisture proof metallic cartridges, where more reliable than rifles that fired paper cartridges. As I said be fore it is easier to load a Sharps than a Muzzle-Loader. A Muzzle-Loader took 9 long hard steps just to fire one shot. Even the most skilled solder could only get three rounds off in a minute on the old Civil War Muzzle-Loader. And No wonder. After each shot you have to (1) steady the gun on the ground take out a new cartridge out of a belt pouch. (2) Tear open a piece of paper with your teeth. (3) Empty the powder in the barrel and insert a bullet in to the muzzle. (4) Draw the long â€Å"rummer† out of its carrying groove under the barrel. (5) ram the bullet all the way down. (6) Return the rod back to its groove. (7) Lift the weapon half-cocked the hammer. (8) Fully cock the hammer, aim, and finally,(9) fire. At the beginning of the war Southern Calvary was armed as well, if not better than the Northern counterpart. Carbines were in short supply in both armies. The rebels favorite weapon was a sawed off shotgun loaded with Buckshot. A farmland weapon. Saber a sword was only the Calvary and generally in the beginning of the war were used regularly and to their full extent Saber became marks of ranking later years and were abandoned in favor of efficient weapons. Canister is the weapon that killed the most soldiers in the war. Canister rounds are a artillery, fired from a canon, are a thinned walled metal cylinder packed with musket balls, or large lead or iron balls, and sawdust, some canisters that were found were packed with nails, pieces of hinges, and other scrap metal.

Advancements in Medical Research Due to Hela Cells

Katrina Samborski Honors English 1100 Dr. Nicole Caswell November 10, 2012 Advancement of Medical Research from HeLa Cells HeLa simply stands for Henrietta Lacks, a young mother in the 1951 who went to the doctor complaining of vaginal bleeding and discovered she had cervical cancer. Henrietta’s cells were taken for a biopsy and were found to be like nothing ever seen before; her cells were immortal. Her cancer cells double every 20 to 24 hours and have lived on for the past 60 years. Since HeLa cells were created, our world of modern medicine has been completely changed.We now vaccines for once incurable diseases and have used the cells for cloning and other biomedical research. Although the cells have done a great deal of good, they have also caused substantial harm to Henrietta Lacks, her family, and potential trial research participants. Therefore, though some may think it was ethically wrong of Henrietta Lacks’ doctors to not inform her that they were using her cel ls, she is the reason we have been able to save thousands of lives. It was at Johns Hopkins Hospital when Dr.Gey, a prominent cancer and virus researcher, discovered Henrietta’s cells were immortal. Since cancer cells will die outside the body without the right mix of chemicals, Dr. Gey created the roller tube. This contraption held glass tubes containing samples in nutrient-rich fluids, turned slowly – sometimes just two revolutions an hour, exposing the cells to just the right mix of air and nutrients. When Henrietta’s cells were placed in this device, they never stopped dividing. While their research value is unquestioned, the tumor cells had created havoc in Henrietta Lacks' body.Skloot recounts the lab technician Mary Kubicek who was present at the autopsy. â€Å"The tumors had completely blocked her urethra, leaving doctors unable to pass a catheter into her bladder to empty it. Tumors the size of baseballs had nearly replaced her kidneys, bladder, ovarie s and uterus. And her other organs were so covered in small white tumors it looked as if someone had filled her with pearls† (Williams). Although her cells are cancerous, HeLa cells share many traits with normal cells, making them useful in studying protein synthesis, the human genome and how viruses work. Dr.Gey sold the cells to researchers around the world, who used them to develop a variety of medicines. HeLa cells were the first to travel into space in an unmanned satellite to see if humans could survive zero gravity. â€Å"This cell line is used all around the world and revolutionized cell biology because they grew so well in culture, said William Earnshaw, principal research fellow at the University of Edinburgh's Centre for Cell Biology. â€Å"They yielded a huge amount of information,† Earnshaw said (Sharp). In the early 1950s, the world experienced the biggest polio pandemic in history.Jonas Salk devised the world's first polio vaccine, but testing it would r equire huge supplies of live cells that, at the time, would have involved the sacrifice of thousands of monkeys. HeLa cells proved to be technically more suitable for testing, and much less expensive and messy, than using monkeys. Moreover, HeLa cells grew virtually anywhere and on any surface, including while floating on liquid. A HeLa mass production and distribution center was therefore established at the Tuskegee Institute, ironically at exactly the same time that the infamous Tuskegee syphilis study on black subjects was being carried out.Soon HeLa cells were to enable the first disaggregation of chromosomes, numerous discoveries from genetic and viral studies, and the first-ever cloning of a cell, gene mapping, in vitro fertilization and much, much more. (Ncayiyana) HeLa cells have had a positive influence on medicine in many ways including with giving us knowledge about the human papillomavirus (HPV) DNA and HPV18-positive. HeLa cells have been linked to changes in microRNA e xpression. Since HPV18 has been associated with very aggressive adenocarcinomas, this finding may explain why Dr.Gey was surprised by the prolific growth of HeLa cells in culture. Routine Papanicolaou smear screening may not detect rapidly progressive cervical carcinomas; the new HPV vaccine holds the promise of preventing these tumors. (Hutchins). The problem of possible contamination of other long-term cultured tumor cell lines with HeLa cells not only caused an international embarrassment, but also raised the concern of misattributing a specific property so another cell line, for example, a virus or a tumor-specific marker, which actually belongs to HeLa.With the continued and growing use of tissue culture in biochemist research, intra- and interspecific contamination becomes a significant risk. The determination of stable genetic markers on cultured cells is a powerful tool for monitoring such contamination. Recent experiments in which cultured cells and innumerable clones of so matic cell hybrids have been used for genetic analysis have shown that, with the proper use of polymorphic markers to characterize the cells, the possibility of undetected cross contamination of cultures is no longer the problem it once may have been.Therefore, in an effort to clarify the characteristics of the HeLa cell and establish its probable genotype for better-known polymorphisms, we studied HLA and other markers, in the surviving husband and children of Henrietta Lacks. (Hsu) Not only were there several negative effects for Henrietta Lacks, but the general public has found flaws with HeLa cells as well. The Drug Information Association sponsored a workshop that brought together people who deal with facilitating or regulating the collection of clinical specimens for genetic analyses to complement drug trials.Genetic studies of clinical samples have for years had to negotiate a tricky path through informed consent, confidentiality, and regulatory-oversight, but according to a couple of speakers who noted the Henrietta Lacks story, the 19 months since the book's publication have made some people even more wary of this research. â€Å"I think it was disconcerting to people who are not used to thinking about how specimens are handled, that their specimens could outlive them,† said the meeting's main organizer and chair, Amelia Wall Warner, Ph. D. who heads clinical pharmacogenomics and clinical specimen management for the drug company Merck. The Skloot book seems to be creating a lot of conversation, with patients often asking for a menu of consent that large-scale trials with many thousands of patients can't accommodate, she noted. (Zoler) Although there are accusations against doctors and corporations that bought these cells stating they did so without Henrietta Lacks’ consent, we owe our world of modern medicine to her. Her cells allowed us to research and experiment countless diseases and opened the door to learn about the human enome and cancer cells. Dr. Gey said, â€Å"It was the best of times, it was the worst of times. † It was the best of times for science in that this very peculiar tumor gave rise to the HeLa cell line, which has been available for the various studies referred to by others. For Mrs. Lacks and the family she left behind, it was the worst of times. Scientific progress and indeed progress of all kinds is often made at great cost, such as the sacrifice made by Henrietta Lacks† (Jones). While her family has yet to be compensated, HeLa cells continue to be used everyday in the medical field.Works Cited: Ncayiyana, Daniel J. â€Å"The extraordinary story of the life after death of Henrietta Lacks. †Ã‚  South African Medical Journal  101. 3 (2011): 141. Health Reference Center Academic. Web. 12 Nov. 2012. Grover M. Hutchins, Brendan P. Lucey, and Walter A. Nelson-Rees. Archives of Pathology & Laboratory Medicine. 133. 9  (Sept. 2009)  p1463. Word Count: 4083. Jones HW Jr â₠¬â€œÃ‚  Am J Obstet Gynecol  Ã¢â‚¬â€œ 01-JUN-1997; 176(6): S227-8 MEDLINE ® is the source for the citation and abstract of this record   Susan H.Hsu, Bernice Z. Schacter, Nancy L. Delaney, Thomas B. Miller, Victor A. McKusick, R. H. Kennett, J. G. Bodmer, D. Young and W. F. Bodmer Science  , New Series, Vol. 191, No. 4225 (Jan. 30, 1976), pp. 392-394 Published by:  American Association for the Advancement of Science Article Stable URL: http://www. jstor. org/stable/1741942 Mitchel Zoler. Internal Medicine News. 44. 17  (Oct. 15, 2011)  p63. Word Count: 433. Williams, Nigel. â€Å"Prize For the HeLa Cell Story. †Ã‚  Current Biology  20. 23 (2010): n. ag. Sciverse. com. Web. 11 Nov. 2012. Manfuso, Jamie, and Stephanie Desmon. â€Å"Honoring the Henrietta Lacks Legacy at Hopkins. †Ã‚  Hopkins Medicine Magazine. Johns Hopkins, 20 May 2011. Web. 11 Nov. 2012. Hepworth, Jeri, PhD. â€Å"Advocacy for Henrietta Lacks and Family Medicine. † Editorial. Fam ily Medicine  Sept. 2011: 595-96. Society of Teachers of Family Medicine. Web. 11 Nov. 2012. Sharp, Rob. Life and afterlife of a women who will live for ever. The Independent. November 10 2010. Web. Nov 12 2012.

Volcanoes: Volcano and Lava Acidic Lava

A volcano is an opening, or rupture, in a planet's surface or crust, which allows hot magma, volcanic ash and gases to escape from below the surface. The lifespan of a volcano can be about from a few months to a million years. A very popular way of classifying the volcanoes based on the frequency of their eruptions. Magma is molten rock within the earth’s crust. When magma erupts through the earth’s surface it is called lava. Lava can be thick and slow-moving or thin and fast-moving. Rocks also come from volcanoes in other forms, including ash (finely powdered rock that looks like dark smoke coming from the volcanoes), cinders (bits of fragmented lava), and pumice (light-weight rock that is full of air bubbles and is formed in explosive volcanic eruptions – this type of rock can float on water). The largest volcano on the earth is Mauna Loa located in Hawaii. This volcano is about 10,000m from the sea floor to the summit. It rises 4000m above sea level. The most active volcano is Mount St. Helens located in Washington state. TYPES OF VOLCANOES 1. Active volcanoes . Dormant volcanoes 3. Extinct volcanoes ACTIVE VOLCANOES Volcanoes which erupt frequently are called active volcanoes. Active volcanoes are those which erupted lava, gases, pumice, cinder etc in the recent historic periods. Presently there are about 500 active volcanoes around the earth of which most of them are located in the pacific ring of fire. E: g Mauna Loa which erupted recently in Hawaii in the year 1984. Augustine volcano which is located in Alaska and erupted in the year 1991. Mount St. Helens in Washington which erupted from 1980-1986 and again in the year 2004. PACIFIC RING OF FIRE WHERE MAJORITY OF THE EARTH’S VOLCANOES ARE LOCATED. DORMANT VOLCANOES It is normally difficult to distinguish dormant and extinct volcanoes from each other. Dormant volcanoes are those which erupted in the past and are likely to erupt again after remaining inactive for fairly long periods. These volcanoes are also called sleeping volcanoes which may become active once again. Volcanoes are becoming dormant because the earth’s plates are continuously shifting above volcanic hotspots. Each time the hotspot reaches the surface, it creates a new volcano. The tectonic plate continues to shift above the hotspot, and eventually the volcano is shut off from the magma chamber beneath. And so the magma finds a new source to the surface, creating a new active volcano. The older volcano stops erupting and becomes dormant. E: g Mount Rainer in Washington, Mount Fujiyama on Honshu, in Japan and Mount Etna in Greece. Mount Fujiyama, Japan EXTINCT VOLCANOES Extinct volcanoes are ones which scientists consider unlikely to erupt again, because the volcano has no lava supply. Extinct volcanoes are those which were active in the remote geological periods. It’s very hard to differentiate between extinct and dormant volcanoes. For example Mount Vesuvius hadn’t erupted in a very long that the Romans of the 79 A. D. had no warning of its eruption, and no defense against its destruction of the towns of Herculaneum and Pompeii. E:g Mount Kilimanjaro in Tanzania, Mount Warning in Australia, Elburus in Russia. Mount Kilimanjaro, Tanzania TYPES OF ERUPTIONS 1. CONICAL VOLCANO 2. SHIELD VOLCANO Conical Volcanoes The most common type of eruption takes at a point on the earth’s surface. Magma and other materials get erupted through a narrow conduit or pipe and get accumulated around the point of eruption. Such accumulation of erupted materials leads to formation of a conical hill. Shield Volcanoes A second type of eruption takes place along a narrow fissure in the crust. Large quantities of magma are erupted and these spread over a large area. The magma gets solidified as thick sheets of lava to form extensive lava plateau e. g. Deccan plateau, Idaho Plateau in the USA. LAVA Lava is the word for magma (melted rock) which comes out of the volcano onto the earth’s surface. When lava comes out, it cools and forms rocks. On the basis of composition of lava it is divided into two basic types of lava. Lava is exactly the same thing as magma, except magma is found inside the volcano. The form of the cone depends on the type of lava which comes out of that particular volcano. TYPES OF LAVA 1. Acidic lava 2. Basic lava ACIDIC LAVA – Acidic lava comes from the composite cones, it is slow moving and viscous. The acid lava cone has a narrow base, but it is high with conical shape. Acidic lava is rich in Silica but poor is iron and magnesium. It has a low density but, high melting point. When the volcano erupts with a heavy explosion, this type of lava forms high, steep-sided cones and solidifies in the vent, which in turn creates a plug through which it may erupt again. An example of an acid lava dome is Mount Lassen in California. Mount Lassen, California BASIC LAVA – It is the hottest lava at about 1000 degrees Celsius and is highly fluid. It is normally dark in color like basalt it is rich in iron and magnesium but poor is silica. It is not very explosive and flows quietly at about a speed of 10 – 20 km/hr. When the lava is basic in composition it flows down the slope of land and gets solidified away from the vent. In such cases, the volcanic cone obtains a broad summit with gentle slopes around it, these are called lava shields because the shape of the volcano looks like a shield lying on the ground. OTHER FEATURES OF VOLCANOES CRATERS – Craters are formed when a volcano erupts explosively, a portion of the summit gets blown off to form a depression called a crater, crater lakes are also results of volcanic activities. Crater Lake, Kutmai national Park CALDERA – In some volcanoes, the summit of the volcano blows up during a violent explosion resulting in the formation of a large depression called a Caldera. Some calderas are occupied by large lakes. In the state of Oregon, United States, there is a large caldera which has a diameter of 9km. Calderas are normally considered to be large than a crater. INTRUSIVE VOLCANIC FORMS Intrusive igneous landforms result from the cooling and crystallization of magmas beneath the surface, followed by erosion of overlying rock so that the intrusive landform is exposed at Earth's surface. The study of intrusive landforms is important in that rocks contained within them provide important information about internal earth igneous processes which cannot be directly observed. . Batholiths – Typically, are composed of multiple smaller intrusive bodies containing a variety of igneous rock types. They are gigantic intrusions of coarse grained igneous mass formed when a huge reservoir of magma cools and solidifies in an irregular shape. They form the core of old mountains. They are dome-shaped with no definite base. Smaller versions of batholiths are als o called stocks or bosses. 2. Stocks – It is an irregular igneous intrusion of magma, usually an offshoot of a batholith. 3. Sills – These are intrusions of magma/lava of horizontal shape which get solidified between layers of horizontal sedimentary rock. They form terraces or benches on hill-slopes. 4. Laccoliths – similar to a sill but magma collects as a lens shaped mass that arches the overlying layers upward. Magma viscosity is slightly higher than that for a sill. 5. Dykes – It is a sheet like intrusive body. They are normally vertical in shape. They are usually narrow but may extend several kilometers in length. Dykes are more resistant, because of their igneous origin.