Understanding Consumer Needs Example

Essays on Understanding Consumer Needs Book Report/Review ï » ¿ Understanding Consumer Needs Table of Contents Understanding Consumer Needs 1 Table of Contents 1 Understanding the client’s enquiry 2 Advertising the product 2 Importance of a warranty 3 Rights and responsibilities of a consumer 4 How to make the best choice? 5 Potential Risks involved in the realization of the project 5 Strategies for regular post-purchase communication and Referral Networks 6 Bibliography 8 Understanding the client’s enquiry Stanley Carmichael is interested to install computerized printing equipment manufactured in his company and have informed about this over phone. But, it is not possible to make all enquiries through telephonic conversations. Hence, firstly it is important to organize a face-to-face meeting in a convenient ambience. After such a meeting has been arranged, the following points could be taken care of to ensure that the consumer’s enquiries are fully understood. It is necessary to allow the consumer to speak for himself first; otherwise there wouldn’t be any ground for further questions. After the consumer has cleared his position, it is necessary to cross question him on each and every point spoken as well as about any doubts that might have occurred in the minds of both the parties, to assure that both are on a transparent ground. Advertising the product Once the questionnaire round is over, it is important to advertise the product that is supposed to get sold, to ensure 1. The consumer might not change his mind later for lack of proper information and also to make his grounds for sticking to the particular brand stronger. 2. It is also a matter of goodwill on part of the seller to assure that the potential consumer knows every detail of the product as well as the brand he has thought of investing in. He wants to invest in computerized printing equipment, also known as digital printers. Mr. Carmichael should be made aware of the brand specific advantages. The main grounds of advertising could be – a. Cost Efficiency – The particular product could be advertised as being cost efficient on grounds of a low maintenance cost or a low cost of electricity consumption per unit of processing. b. Brand image – This could be a very important and effective ground of advertising provided that the company had been in the business since a long time and have a good number of satisfied and hence loyal customers. c. Test Reports – The manufacturer can also provide the potential customer the reports on various tests conducted on its products thus showing how enriched they are in various features. d. Warranty – The consumer could also be attracted on grounds of better warranty schemes. But in order to advertise for a particular brand or product it is necessary to study the market conditions first and get aware of the various versions or models of the products available in the market. Importance of a warranty Warranty is important for two reasons – 1. A sense of security comes up with a warranty which is important especially when electronic goods are involved. It makes them more comfortable in making the purchase as now they can be certain of a replacement in case any internal feature of the product breaks down. 2. A warranty signals about the quality of a product. Generally it is found that reputed companies or those selling genuine products and are sure that a breakdown can only be a matter of chance, offer warranty schemes. Rights and responsibilities of a consumer A consumer enjoys certain rights and responsibilities that must be taken care of by the manufacturer and conveyed through mutual agreements. 1. Right to Safety – The consumer must be ensured that no health hazards are involved in the particular type of digital printer he is investing in. 2. Right to Information – The consumer must have sufficient information about the quality, effectiveness and standard of the product before making a purchase. 3. Right to Choice – The consumer must be provided all information about the products falling under the category of digital printers and produced by the same manufacturer before he makes a decision. 4. Right to be Heard – Mr. Carmichael must have the right to voice his opinions in case of any grievance or any suggestions for improvisation. 5. Right to Redress – The consumer must have the right to replace his purchase in case he finds that it does not meet the standards that is being advertised. 6. Right to Consumer Education – A consumer must have the rights to apply his own past experience to assess the quality of a particular good.. However at the same time, the consumer has some responsibilities that 1. Mr. Carmichael must not use the product for any unfair practices or in any unfair way so as to harm the social as well as the ecological environment. 2. Mr. Carmichael must also actively take part in a consumer forum to help the government in ensuring that better quality goods may circulate in the market. How to make the best choice? Mr. Carmichael is inexperienced in the field and needs an expert advice to make the best choice. In any case, a manufacturer will be the expert about his own products, so it becomes his duty to help out his customer in making the best purchase. In this particular product type, the best choice should be made on the basis of the following criteria – 1. The kind of products that are printed – If the products printed are official or formal in nature, then mostly a black-and-white format would be used, but for informal purposes, a colourful format is more common. In the latter case therefore, more focus must be given to the standard of the colours on the printed document. 2. The scale in which production is made on an average – Some digital printers have high maintenance costs but a good quality of print-out and some of them have a low cost of maintenance but an adjustable quality. So, it important to know the scale of production, because if the production is on a large scale then a high maintenance cost will be distributed evenly which will not be the case for a small scale production. Potential Risks involved in the realization of the project Even after the talks have been finalized in the meeting certain issues might crop up preventing the project from getting materialized. Some such risks are – 1. Strategic Risk – The entry of a potential competitor adding more attractive features in the product and thus luring away the buyer. 2. Financial Risk – A risk of the manufacturer remains if Mr. Carmichael fails to pay for his products after the products have been delivered and the manufacturer had taken a business loan to make provisions for the proper delivery. 3. Operational Risk – Just after the goods have been manufactured and are passing through a test to ensure that they would be delivered in the right form, as demanded, a small discrepancy in some key feature might show up that would indeed need a lot of time for repair. 4. Political and Economic instability – The political and economic scenario in the nation might be unstable enough to prevent a smooth functioning by hindering the delivery of necessary raw materials or the final product itself. Strategies for regular post-purchase communication and Referral Networks The responsibility of the manufacturer does not end up after the delivery of the goods has been made. One way to keep open a regular post purchase communication is – 1. Sending attractively printed brochures and booklets making the customer aware of the various models or versions of the product that are newly launched by the manufacturer. 2. Making the customer aware of the company’s progress by giving out regular hand-outs. 3. Promptly responding to any feedback by the customer to maintain the goodwill. In fact responding regularly to feedbacks by the customers can benefit the company for future business. Bibliography Myers Margaret, Kaposi Agnes. A First Systems Book: Technology and Management (2nd Edition). London. Imperial College Press. 2004.

Lifting the Veil Free Essays

Striving to Live Above the Veil W. E. B. We will write a custom essay sample on Lifting the Veil or any similar topic only for you Order Now Du Bois’s The Souls of Black Folk, a collection of autobiographical and historical essays contains many themes. Themes such as souls and their attainment of consciousness and the theme of double consciousness appear in many of the compositions. However, one of the most prominent themes is that of â€Å"the veil. † The veil provides a connection between the 14 seemingly unconnected essays that make up this book. Mentioned at least once in most of the essays the veil is the stereotypes that whites bring to their interactions with blacks. African Americans are prejudged as incapable and thus not given a chance to prove themselves. This can become a self-fulfilling prophecy if one is told they can’t do something, they may internalize that belief and think they can’t, when in fact they can. Du Bois puts it as, â€Å"this sense of always looking at one’s self through the eyes of others† (Du Bois 2). The veil is a metaphor for the separation and invisibility of black life and existence in America; also a way to represent the idea of blacks living in a â€Å"white world†. The veil is symbolic of the invisibility of blacks in America. Du Bois says that Blacks in America are a forgotten people, â€Å"after the Egyptian and Indian, the Greek and Roman, the Teuton and Mongolian, the Negro is a sort of seventh son, born with a veil† (Du Bois 2). The invisibility of Black existence in America is one of the reasons why Du Bois writes The Souls of Black Folk, in order to explain the â€Å"invisible† history and strivings of Black Americans, Du Bois writes in the forethought, â€Å"I have sought here to sketch, in vague, uncertain outline, the spiritual world in which ten thousand Americans live and strive† (v). Du Bois in each of the following chapters tries to build the idea of Black existence from that of the reconstruction period to the black spirituals and the stories of rural black children that he tried to educate. Du Bois in the book is contending with trying to establish some sense of history and memory for Black Americans, Du Bois struggles in the pages of the book to prevent Black Americans from becoming unseen to the rest of the world, hidden behind a veil of prejudice. He writes in the after-thought, â€Å"Hear my Cry, O God the reader vouch safe that this my book fall not still born into the world-wilderness. Let there spring, Gentle one, from its leaves vigor of thought and thoughtful deed to reap the harvest wonderful†Ã‚  (165). Du Bois wanted this book to inspire Blacks to fight for their rights and equality, he didn’t just want this book to be read, he wanted people to react to the writing and make a change. The veil also acts as a psychological barrier separating blacks from whites. The theme of this separation of blacks and whites is a central metaphor of the book starting with the first lines where Du Bois recalls his encounters with whites who view him not as a person but as a problem, â€Å"They half approach me in a half-hesitant sort of way, eye me curiously or compassionately, and then instead of saying directly how does it feel to be a problem? They say, I know an excellent colored man in my town†(1). The veil in this case hides the humanity of blacks which has important implications to the types of relations that developed between blacks and whites. With their humanity hidden behind the veil black and white relations at the time of the writing of The Souls Of Black Folk were marked by violence: draft riots in New York during the Civil War, riots following the reconstruction period, the lynching of Blacks, and the formation of the Klu Klux Klan. The theme of separation caused by the veil is repeated throughout the book several times. For example slave religious practices were separate from white religious practices. Although many times slaves and their masters worshipped together. Religion during the slavery period provided two very different things for master and slaves. For the master religion was a way to justify slavery and for slaves religion became a form of resistance; a way to resist social death and hope that they can overcome the barrier of white prejudices. Another difference is what the reconstruction period did for each race. For blacks reconstruction was a time of optimism and freedom; for whites reconstruction was a time in which the north repressed a defeated region, with ignorant former slaves, who unable to act constructively for themselves were pawns for the people of the North. These differences created immense misunderstanding and because of that neither race was able to overcome the obstacle of learning and excepting a different culture; both whites and blacks thought the worst about each other. Du Bois unlike other blacks is able to move around the veil, operate behind it, lift it, and even transcend it. In the forethought Du Bois tells the reader that in the following chapters he has, â€Å"Stepped with in the veil, raising it that you may view faintly its deeper recesses, -the meaning of its religion, the passion of its human sorrow, and the struggle of its greater souls. Du Bois in the first Chapter steps outside the veil to reveal the origin and his awareness of the veil. He also rises above the veil in chapter six, when he explores the great arts, â€Å"I sit with Shakespeare and he winces not. Across the color-line I move arm in arm with Balzac and Dumas, where smiling men and welcoming women glide in gilded halls. From out the caves of evening t hat swing between the strong-limbed earth and the tracery of the stars, I summon Aristotle and Aurelius and what soul I will, and they will come all graciously with no scorn nor condensation. So, wed with Truth, I dwell above the veil† (67). No discrimination is to be had when he is reading great works of art because his race doesn’t affect his ability to read and interpret them. Also it is Du Bois’s awareness of the veil that allows him to step outside of it and reveal the history of the Negro. Du Bois goes on to show his white audience the history of the Black man following reconstruction, the origins of the black church. Du Bois then talks about the conditions of individuals living behind the veil from his first born son who, â€Å"With in the veil was he born, said I; and there with in shall he live, -a Negro and a Negro’s son†¦. I saw the shadow of the veil as it passed over my baby, I saw the cold city towering above the blood read land† (128). In this passage Du Bois is both within and above the veil. He is a Negro living like his baby within the veil but he is also above the veil, able to see it pass over his child. After Du Bois’s child dies he prays that it will, â€Å"sleep till I sleep, and waken to a baby voice and the ceaseless patter of little feet-above the veil† (131). Here Du Bois is living above the veil but in the following Chapter he once again travels behind the veil to tell the story of Alexander Crummell a black man who for, â€Å"fourscore years had he wondered in this same world of mine, within the Veil† (134). Du Bois relates to Crummell who struggled against prejudices while trying to become a priest. In the Chapter on â€Å"Sorrow Songs† Du Bois implores the reader to rise above the veil. He writes, â€Å"In his good time America shall rend the veil and the prisoner shall go free† (163). Du Bois compared the veil to a prison that traps Blacks from achieving progress and freedom. According to Du Bois the veil causes Blacks to accept the false images that whites see of Blacks. Du Bois although not directly in The Souls of Black Folk critique’s Booker T. Washington for accepting the veil and accepting white’s image and misconception of blacks. Booker T. Washington accepts the white idea that blacks are problem people; not a people with a problem caused by white racism. Washington seeks to work behind the veil by pursuing polices of accommodation. Du Bois in contrast wants blacks to transcend the veil by politically disturbing the concept of what blacks are and what they are worth and by gaining a full education. The veil is a metaphor that suggests the invisibility of black America, the separation between whites and blacks, and the obstacles that blacks face in gaining self-consciousness in a racist society. The veil is not a two dimensional cloth to Du Bois but instead it is a three dimensional prison that prevent blacks from seeing themselves as they are, but instead makes them see the negative stereotypes that whites have of them. This book was Du Bois’s â€Å"letter† to the American people urging them not to live behind the veil but to live above it. How to cite Lifting the Veil, Essay examples

Training and Development Transportation Industry

Questions: 1. Using publicly available information and data, propose business goalsfor Comfort that will address the challenges the company and industryas a whole is facing. 2. Conduct an organisational training needs analysis to determine theknowledge, skills and attitudes necessary for realising the businessgoals proposed in Part (i). Report your findings. 3. Conduct a task (functional) analysis to determine the observable actionsand tacit cognitive functions needed for proficiency (and perhaps evenexcellence) in the identified job tasks. Report your findings. 4. Conduct individual learning needs analysis to determine the employeesperformance gaps as compared against the findings of the task analysis. Report your findings. 5. Based on the findings of the three (3) levels of training needs analysisconducted, craft the learning outcomes for the training programme to bedesigned. Answers: Introduction According to Li (2016), among the several business sectors in the world one of the most advancing and expanding part is the transportation industry. The large scale technological innovations have not only helped the taxi sector but the whole of the industry. With a growth in demand patterns and changes in the macro environment, modernization and creativity in the taxi industry have served as a benefit to some companies and reason of downfall to the others. Concerning Singapore, introduction of the new business strategies and disruptive mechanisms have resulted in suffering of commuters and companies. (Gan, An Miao, 2014) The essay deals with two companies namely, Comfort Transportation and Grab Car. A study on several theories has also been included in the project for a better understanding of the current situation prevailing in the industry as well. 1. With a launch of Grab Car in Singapore the well known Comfort and City Cab is confronted with a great deal of competition. An introduction of the car sharing applications in the nation has greatly resulted in the downfall of revenue generation for the traditional firm. Further, the low flexibility and adaptability issues also act as a hindrance to the industry as a whole. In addition to the troublesome innovations and ineffective business models have also contributed to the downfall of business firms. Not only has the inability to match market mechanisms resulted in a disruptive relation with clients and cabbies but also with policymakers. Comfort managers recognize the need for reframing business goals and objectives in response to the impacting issues. As stated by Lim Chia (2015), one of the most important targets decided by the board of members is to provide the customers with their demand and also ensure their safety. An aim to stabilise journey prices will also contribute towards mitigating current problems. As compared to Grab Car a non-presence of surge prices will attract more clients. Moreover, providing the people with a friendly 24*7 service would result in increasing profits of the firm. In terms of developing environmental conditions, the drivers need to be provided with adequate training, education on consumer wants and well-maintained vehicles. 2. In order to be able to develop and emerge dominant to Grab Car and several other similar companies, Comfort Transportation needs skilled, trained and experienced employees in the organizational structure. Further to fulfil business goals managers highlight the need for performance of the workforce. As opined by Phillips Phillips (2016), the procedure of organizational training analysis tends to focus on indentifying skill development requirements, its kind and implement strategies among the workforce based on the goals of the firm. As compared to Grab Car, supervisors in Comfort Transportation focus on making effective decisions in training and development areas. In response to the technological advancements and application by the new firm, the traditional company targets adaptability, analytical skills, communication, customer focus and teamwork. Additionally, for price stability and safety aspects, managers tend to maximise leadership skills, risk management training and project administration. Communication skills are also implied by the organization to develop personal and friendly relationship as compared to the worse connection between Grab Car and their clients. Among every other skill development programs organized by the firm, to operate successfully in Singapore Comfort Transportation largely focuses on undertaking originality training and inventiveness polices in the business framework (Shaheen Cohen, 2013). 3. Task analysis (TA) is one of the most important topics that are concentrated on by the managers of Comfort Transportation. To overcome hurdles posed by Grab Car in the Singapore market, the supervisors of the traditional firm focuses on manpower, mental attitudes, work frequencies, allocation, task complexity and several other fluctuating factors required to accomplish a task (Hart et al., 2013). With a growth of the modern firm and a consequent downfall in Comfort, managers recognize the unwillingness of workers to put in effort for achieving goals. In comparison to Grab Car, Comfort supervisors focus on hierarchical task process to organize work and fulfill goals. The company tends to offer better work conditions and abide by the policies of the country to not only maintain legality but also to heighten customer trusts. Unlike Grab Cars, the traditional firm taxis provide service even in harsh conditions. On the other hand, no kilometer and time limit of the new entrant enables it to perform extensively (Zahraei et al., 2016). On the other hand cognitive process that studies the mental attitude of the workforce tends to indicate their behaviors towards the growing competition. Despite cabbies welcoming rivalry, a presence of inequality forms the main source of reluctance. Unlike Grab Car, a good level of internal and external communication is beneficial to the drivers. Additionally, perpetual skills, mental models, attention, collaboration and multi dimensional behavior also contribute effectively. 4. A process of individual learning needs analysis is also carried out by the management of Comfort Transportations to check the individual requirements for training and also for monitoring the implementation of skill development programs in the business structure. Additionally, the analysis also educated managers with employee performance and capability level gaps as well. According to Jonassen Grabowski (2012), comparing the two tools of analysis it can be seen that the presence of several factors contributes towards a downfall in the cognitive and hierarchal task processes. Concerning the high return and low limitation in workings of Grab Car, the company is supplied with a highly experienced and quality taskforce. Factors like inefficient communication, over rated prices and unsafe commuters results in low quality service which ultimately results in economic downfall and further a mismatch between the learning needs and task analysis levels. Additionally, increase in per day cost of hiring a taxi ($150), insurance coverage issues, legality problems, and several other factors contribute towards low productivity and attitude levels of employees (New entrants turn the taxi industry on its head., 2016). The economic collapse and low profit levels as compared to Grab Cars of the traditional firm also contributes towards the inefficiency of action and mental plans. 5. The three levels of training needs that are organizational, occupational and individual serve as the basis for developing outcomes and act as the basis for filling gaps between deficiencies and success. Concerning organizational needs, competencies of the traditional Comfort Transportation are the basis for facilitating decision making and success strategy. The traditional firm enjoys a brand value, price stability and professional relation with the customers. On the contrary elements like inadaptability and technological innovations affect productivity levels. In terms of occupational needs, training, knowledge, skills, behavior and attitudes of the employees plays the key role in achieving goals. Comfort to be able to maximize competitive advantage factors in comparison to Grab Cars and fulfill objectives, the firm involves in training and skill development programs for the workforce. In addition to leadership, risk management, communication development and administration skills, the management focus on ensuring safety and providing the people with large scale benefits. Regarding individual requirements, the personal requirements of workers are taken into consideration by Comfort Transportations. The firm provides the employees with a job security and insurance coverage schemes unlike Grab Car. Also to maintain the employment structure in response to the increased competition level, the firm offers training programs as well (Agarwal et al., 2015). As compared to Grab Cars, the traditional firm operates benefiting the worker, customers and the policy makers. Conclusion Analyzing the various aspects of Comfort and Grab Car it can be inferred that the later company has greatly affect business development off the traditional firm. A study of various analysis tools compares the two firms in the most effective manners. Despite of the people praising the modern innovations and car sharing applications, there still exist comeback chances for the traditional firm. In comparison to Comfort drivers, Grab Car provides their employees with large benefits, high remuneration and an increased level of profit which acts as one of the most impacting factors in modern times. Scrutinizing several approaches it can be concluded that with proper planning and control Comfort Transportation will be able to regain its position. References Agarwal, S., Cheng, S. F., Keppo, J., Rengarajan, S. (2015). Learning by Driving: Evidence from Taxi Driver Wages in Singapore.Available at SSRN. Gan, J., An, B., Miao, C. (2014, May). An efficient algorithm for taxi system optimization. InProceedings of the 2014 international conference on Autonomous agents and multi-agent systems(pp. 1465-1466). International Foundation for Autonomous Agents and Multiagent Systems. Hart, H., Radua, J., Nakao, T., Mataix-Cols, D., Rubia, K. (2013). Meta-analysis of functional magnetic resonance imaging studies of inhibition and attention in attention-deficit/hyperactivity disorder: exploring task-specific, stimulant medication, and age effects.JAMA psychiatry,70(2), 185-198. Jonassen, D. H., Grabowski, B. L. (2012).Handbook of individual differences, learning, and instruction. Routledge. Li, H. R. (2016). Taxi Positioning in the New Age of Internet and Industrial Development Research.Procedia Engineering,137, 811-816. Lim, S. M., Chia, S. E. (2015). The prevalence of fatigue and associated health and safety risk factors among taxi drivers in Singapore.Singapore medical journal,56(2), 92. New entrants turn the taxi industry on its head. (2016).Channel NewsAsia. Retrieved 3 November 2016, from https://www.channelnewsasia.com/news/singapore/new-entrants-turn-the/2214680.html Phillips, J. J., Phillips, P. P. (2016).Handbook of training evaluation and measurement methods. Routledge. Shaheen, S. A., Cohen, A. P. (2013). Carsharing and personal vehicle services: worldwide market developments and emerging trends.International Journal of Sustainable Transportation,7(1), 5-34. Zahraei, S. M., Choo, C., Cheema, W., Cheah, L. (2016). Foresight Study on Singapore Urban Mobility: Methodologies and Preliminary Insights. InComplex Systems Design Management Asia(pp. 135-145). Springer International Publishing.