MANAGEMENT PRINCIPLES Term Paper Example | Topics and Well Written Essays - 1250 words

MANAGEMENT PRINCIPLES - Term Paper Example He said, â€Å"Will the principles have any management code?† in his discussion, it shows that his principles came to shape the management of most organizations that were in existence and those to come. To date, his principles have formed the basis of management. However, management is not complete without leadership principles. Good leaders are managers and know what and how to manage. In espoused Stauffacher leadership principles, it is the full integration of management principles. Division of work: - it is clear that specialization by employees increases the output since they become increasingly efficient and skilled. The idea is to produce more and better outcomes using the same effort. This principle forms the basis of the modern economy which allows an increase in productivity. When my father bought another new car, I thought he would give me the old model. Ironically, he showed no interest to my plea. One day, we organized for a trip to the coast. As we were three sons, he decided that he will assign us various duties. It was not a punishment, but it was a way of making us learn something. He had been a senior manager for nearby tea estate and more often he had been applying his skills. I washed the car; my younger brother fetched the water while my elder brother dusts the seats. Since we wanted to go, we had to prove our desire by working diligently and committedly. In my little knowledge, I did my work because of the reward- going for a trip. Little did I know that it was one way of managing a small family. This will make every worker perform efficiently in his/her area. The overall outcome would be higher than no division of duties. In our house, we have employed people to assist us in daily chores. Since they cannot perform equally, we have assigned them duties according to their specialization. Some may work in the kitchen while others in the garden. The results would be

FAP Essay Example | Topics and Well Written Essays - 1250 words

FAP - Essay Example Academics prefer the net present value (NPV) method because it has theoretical validity; accounting managers tend to use the internal rate of return (IRR) method (Lefley & Ryan, 2005). Surveys and case studies have been conducted to pinpoint managers’ feelings on the theoretical versus the practical applications of capital budgeting (sometimes termed capital investment appraisal). Even though considerable research has been undertaken, no definite conclusions have been drawn as to why managers reject academics’ recommendations on sound theoretical models (Lefley & Ryan, 2005). The more sophisticated theoretical models have been studied in relationship to improved firm performance (Pike, 1989), with inconclusive results. The NPV method has some shortcomings; the value added can be measured for most investment decisions. Other models such as payback and accounting rate of return are also useful in analysis, and managers continue to use their intuitive judgment and more basic financial models. Improved efficiency in project selection should logically lead to improved overall performance. Small & Chen (1997) suggest that combining a strategic and an economic approach results in greater project selection efficiency and higher success rates. Lefley & Ryan (2005) that this idea one step further and comment that there are three main considerations in any investment decision: economic, strategic, and project specific risk. By combining these three elements in one model, the impact of investment decisions can be more accurately pinpointed. As stated earlier, researchers and analysts have found that managers utilize a combination of risk assessment models and financial appraisals for practical investment evaluations, and prefer not to rely on any one model, no matter its theoretical soundness (Lefley & Ryan, 2005). One danger of choosing a single model could arise when subordinate managers maximize benefits and minimize costs and risks when they put

A Digital Proof Write-up Essay Example for Free

A Digital Proof Write-up Essay The problem in A Digital Proof has two parts. The first is to fill in five boxes with numbers that fit the criteria: each box has a number, and the digit that is placed in each box must be the amount of times that number appears in the whole five digit number formed by the boxes. The second part of the problem is to prove that there is only one solution. How I went about solving this problem was somewhat simple; at least, it was at first. I started from the ‘four’ box (the fifth box, labeled with a four). I realized that four wouldn’t work in that box, because that would mean that there were four fours, and that wouldn’t work. I couldn’t put three in the box, either, because that would require there to be three fours, and that wouldn’t work out either. Two didn’t work for the same reasons as four and three, and even one wasn’t a possibility. This left me with one option: zero. One box down, four to go. Easy, right? That’s what I thought as I filled in the ‘three’ box, again with a zero for the same reasons that I’d put a zero in the ‘four’ box. Four wouldn’t work because that would require three to be in four boxes, and then that wouldn’t leave room for any other numbers. Again, this was the reason that three, two, and one didn’t work. For three, too, the only possibility was zero. Up until now, things had been fairly straightforward. Then, once I hit the ‘two’ box, things began to get more complicated. Here, I couldn’t put four or three because two of the boxes had already been filled, and I couldn’t change that. Then, I tried two. This could work, but only if there was a two elsewhere. I couldn’t put a two in the ‘one’ box, but I could put it in the zero box, because of the ‘four’ and ‘three’ boxes. Good thing I didn’t change those. That left me with the ‘one’ box. There was really only one option for that box, and that was putting a one in it. That was my process for solving the seemingly daunting, but surprisingly easy problem. I know that 21200 is the only solution to this problem, because after working it through logically, it becomes apparent that no other set of numbers would work in this problem. While I found the problem a lot less difficult than I had anticipated, that isn’t to say that it was an easy assignment. It really forced me to think, which was useful because a lot of the time I try to avoid things where I need to think too deeply. Doing this problem forces you to be disciplined and stick with the problem until it’s finished, and makes you actually think about the problem carefully, from every angle. I think that if I could change the problem, I would provide more of a guideline as to how to go about solving the problem, because I was completely stumped at the beginning. Even this, though, I’m not entirely sure about. I believe that having to figure out a way to go at this problem was beneficial to me, and helped me get into the right mindset to do the problem right. I wouldn’t really say that I enjoyed working on this problem, but it wasn’t horrendous like I’d been expecting it to be. And the problem was definitely hard. No t too hard, but not easy by any means. If I had to give myself a grade on this, I’d give myself an A- or B+. My process wasn’t the most unique or interesting, because I just went at it from back to front. I didn’t write anything particularly new or different in my write-up, but I did put effort in and I did manage to get the problem done, and provide sound reasoning to back up my claims. Overall, I think that this write-up is solid A- material

Role Play In English Language Teaching

Role Play In English Language Teaching The ultimate goal of foreign language teaching is to enable the students to use the foreign language in work or life when necessary. Thus we should teach that part of the language that will be used in the real world. However, this is not always the case in the present day foreign language teaching practice. The primary goal of most foreign language learning is to develop the ability to use real and appropriate language to communicate and interact with others and the goal of foreign language teaching is to extend the range of communicative situation in which the learners can perform with focus on meaning without being hindered by the attention he must pay to linguistic form[1]. But the present practice in the ELT classroom in China could not provide satisfactory conditions for both teachers and students to achieve the goals. How to let English learners feel the real language situation and context when learning English? Role-play is an effective way. 2. Functions Role-play models human interactions to provide a chance for students to exercise, creating effective and memorable experiences for learners. It places learners in a situation where they are asked to take on different roles and to accomplish their specific tasks, including problem solving. They offer an opportunity for learners to practice using the language in the right place, at the right time. The strength of role-play is that it presents an opportunity for authentic and spontaneous communication because learners are placed in realistic situations and they can have the opportunity to use and practice the sort of language, particularly the vocabulary related to that situation, so that learners are rehearsed for real life[9]. In addition, they can express what they want to say whenever the situation calls for it. In addition, role-playing is of great significance as it develops students both receptive and productive skills: 2.1 It develops students listening: while role-playing, students practice listening when trying to get information from their partners. 2.2 It develops students speaking: answering the questions according to what is heard, producing responses based on given cues, it is clear that this activity can practise speaking skills. 2.3 Promoting knowledge acquisition: Students in role-playing were found to use search and retrieval strategies more frequently than students in traditional learning situations. During the process of exchanging, there will be the information transferring from one peer to the other[2]. Individual students are able to increase their mastery during this process: During the entire process, students are motivated to search language in their vocabulary storage and select the proper language to use. For example, teaching a reading about a writers biography is usually bored and the events that the writer experienced are uneasy for students to master. In this case, after the students read and understand the article, the teacher can let a student pretend the writer and stand in front of the class to relate his or her whole life. Thus promote the students to acquire the knowledge of the writer with strong motivation. 2.4 Enhancing language proficiency: There is another significant benefit of doing role-playing. Language is the main tool for human communication. Role-play largely provides more opportunities for the students to practice their oral English. It is an ideal method of reviewing what we have learned by using it in real situation. It stimulates all the students integrated skills and thus consolidates all the language knowledge in their mind while trying to express themselves out. While others who do not involved in that activity can be easy to grasp more content knowledge even just sitting silently and listening to the performance in the classroom. 2.5 Stimulate students interests and activate classroom climate to keep students engaged in class: With role play, students act out certain situations. Teachers generally try to make these situations fun and interesting. Asking your boss for a day off, or Meeting people at a party, etc. The teacher prepares the roles so that learners always have a lot to talk about. This motivates students in learning and creates a real communication situation and offers learners plenty of opportunities to practice. 2.6 Improving social competence: the true mastery of a language involves communicative competence. While role-playing, individuals work together, they must interact with each other to promote each others success, thus increase students social skills, conflict-management and compromise. It also develops students communicative skills: while act out the dialogue, students get the chance to learn to get information from partners facial expressions, gestures and other body language thus develop students communicative skills. 2.7 Promoting interpersonal relationships: Role-play has also keen accepted to improve interpersonal relationship among students. Role-play pairs or groups help students establish and maintain friendships with peers. Students who are isolated or alienated from their peers and who do not have friends are more likely to be at risk for violent or destructive behavior in society than those who experience social support and a sense of belonging. To some extent, this interpersonal relationship also promote their academic achievements. In addition, skills of improving interpersonal relationship with other peers are the foundation for the success in their social career in future. Role-playing also has been linked to increases in self-esteem, attendance, time on task, enjoyment of school and classes, as well as a decrease in dependence on the teacher. 3.Potential problems Role-play is virtually the way we can give students chances to practice improvising a range of real-life spoken language in the classroom, and it is extremely effective if the students are confident and cooperative, but it still exists some problems when processing it specifically. l The uneasiness caused by talking in front of the class would inhibit the students to some degree. Instructors must do something to lower the inhibition first, for example, a preliminary demonstration or rehearsal before the class. Practice time can be prolonged. l From students perspective, because students are used to sitting in lecture where they are not required to talk, students may resist an activity that appears challenging and difficult and that forces them to use integrated skills, rather than being a passive learners. So teachers should stimulate their students enthusiasm by keeping encouragement, coaxing them to think and open their mouth. l It will be uncontrolled and time-consuming if students fail to prepare enough. In preparation, if certain roles did not allotted, too diffuse in responsibility will also spoil the performance. l In China, time is limited in every period class and all the classes are large sized. So it is impossible to provide a chance for all students to perform. Only a couple of students could display their performance. Others just sit in a classroom to hear and with no pressure, so they may mot pay attention to learning. l Because of the characteristics, some introvert students may feel hard to perform in front of the whole class thus influence the simulated communication. But teachers could help them to overcome step by step. Ur points out that the factors that affect the success of role-play are: the teachers enthusiasm; careful instructions; clear situations and roles; and making sure that the language they will need to carry out the role-play. 4.Guiding principles for role-playing 4.1Communication purpose[: The activity must involve the students in performing a real communicative purpose rather than just practicing language for its own sake. In order for this to occur there must be some kinds of information gap that students seek to bridge when they are role-playing. 4.2 Communicative desire: The activity must create a desire to communicate in the students .That is even if communication is forced on the students, they must feel a real need to communicate. 4.3 Prepare before performing: Rushing into a role play-activity often leads to confusion and dissatisfaction. Have students practice the task in pairs before selecting a couple of pairs to perform in front of the whole class. If acting out a short play, before students display their performance, they should be given the script or the story they are going to work on. They can choose their favorite roles or they will be allotted certain roles. 4.4 Acceptable level language requirement: The language required in performance should be lower than that used in intensive language learning activity in the same class. It should be easily recalled and produced by the participants, so that they can speak fluently. It is a good idea to teach or review essential vocabulary before the activities start. If the task is too frustrating, the students are likely to give up or revert back to the native language. 4.5 Be sensitive when correcting the students: The basic principles of error correction is to remind students of their big errors that prevent from communicating and ignore the trivial one. As to when and how to give feedback, there is no definite answer, it largely depends on the teachers long time spent in teaching and a consideration in affective and cognitive factors. Nevertheless, the instructors should put it in mind that they should do their best to avoid stifling students attempt at speaking in the target language by providing correct feedback.[3] 4.6 Clear in responsibility: Allot the roles and set up goals so as to make students clear in responsibility. Students interact in small groups, and they have less pressure but they should have clear responsibility. 4.7 Praise the actors: The students need lots of support assistance to practice English. Praise them frequently and they will be competitive and active. 4.8 Choose some proper texts: not all texts to involve role-play activity while teaching. Not all texts suit for role-play activity 4.9 Choose proper students: The first few times when the teacher organizes role-play, it is a good idea to choose some more outgoing students who will not feel inhibited while performing in public, which is also setting up demonstrations at the same time. 5.à £Ã¢â€š ¬Ã¢â€š ¬Conclusion In the student-centered learning process , students are given more opportunities to practice the target language and develop their communicative ability. Role-play is one of the most effective forms of English training because it puts people into the situation where they have to rely entirely on English to do their task/reach the goal that the teacher sets for them. Its also a chance to be really creative and develop interesting conversations. In general, role-play is an effective tool for students, especially in teaching some introvert students. It enables students to learn by using the target language in meaningful interactive situations. Role-play is not easy to manoeuvre, but it helps to lead to social and academic success for all students.

Ernest Hemingway and Fitzgerald on the Expatriate Experiance Essay exam

Hemingway and Fitzgerald on the Expatriate Experiance "You're an expatriate. You've lost touch with the soil. You get precious. Fake European standards have ruined you. You drink yourself to death. You become obsessed with sex. You spend all your time talking, not working. You are an expatriate, see?" (Sun Also Rises, 115)1 Paris in the 1920's was a place that seemed to embody dynamic artistic achievement. Many of the great artists of modernist movements were either there or had passed through at some point. It became the living embodiment of the old joke "So Hemingway, Fitzgerald and Modigliani walk into a bar..." For Americans traveling to Paris after the war with artistic intentions, it was a win-win situation: Freedom from stultifying artistic conventions and the burgeoning corporate culture, and life in a bohemian community with cheap francs, an old order debunked by the war, and an already established network of expatriate heavy hitters (Gertrude Stein, Ezra Pound). Even among the American expatriate class, however, there was a division between groups. There were those who went to Paris to fully immerse themselves in the bohemian lifestyle (even if part of it was more show than reality) and interact and bicker with other self-proclaimed artists, while the other went to Paris due to its burgeoning reputation as a place to see and be seen among the literati (much like the latest trendy eatery in Los Angeles). Some were there for the art, others for the atmosphere. Hemingway, in his retrospective "A Movable Feast", would consider himself a staunch member of the former and Fitzgerald a hopeless member of the latter. While Paris had a crucial formative effect on Hemingway that it did not have on Fitzgerald, it would be... ...n R. French Connections: Hemingway and Fizgerald Abroad, St. Martin's Press, 1998 4. http://ntsrv2000.educ.ualberta.ca/nethowto/examples/bradley/mansfiel/paris.htm 5. http://www.lib.unc.edu/rbc/french_expatriates/paris.html [1] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 1 [2] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 6 [3] 5 [4] Hemingway, Ernest A Moveable Feast, pg 69 [5] Hemingway, Ernest A Moveable Feast, pg 35-36 [6] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 233 [7] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 167 [8] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg Ernest Hemingway and Fitzgerald on the Expatriate Experiance Essay exam Hemingway and Fitzgerald on the Expatriate Experiance "You're an expatriate. You've lost touch with the soil. You get precious. Fake European standards have ruined you. You drink yourself to death. You become obsessed with sex. You spend all your time talking, not working. You are an expatriate, see?" (Sun Also Rises, 115)1 Paris in the 1920's was a place that seemed to embody dynamic artistic achievement. Many of the great artists of modernist movements were either there or had passed through at some point. It became the living embodiment of the old joke "So Hemingway, Fitzgerald and Modigliani walk into a bar..." For Americans traveling to Paris after the war with artistic intentions, it was a win-win situation: Freedom from stultifying artistic conventions and the burgeoning corporate culture, and life in a bohemian community with cheap francs, an old order debunked by the war, and an already established network of expatriate heavy hitters (Gertrude Stein, Ezra Pound). Even among the American expatriate class, however, there was a division between groups. There were those who went to Paris to fully immerse themselves in the bohemian lifestyle (even if part of it was more show than reality) and interact and bicker with other self-proclaimed artists, while the other went to Paris due to its burgeoning reputation as a place to see and be seen among the literati (much like the latest trendy eatery in Los Angeles). Some were there for the art, others for the atmosphere. Hemingway, in his retrospective "A Movable Feast", would consider himself a staunch member of the former and Fitzgerald a hopeless member of the latter. While Paris had a crucial formative effect on Hemingway that it did not have on Fitzgerald, it would be... ...n R. French Connections: Hemingway and Fizgerald Abroad, St. Martin's Press, 1998 4. http://ntsrv2000.educ.ualberta.ca/nethowto/examples/bradley/mansfiel/paris.htm 5. http://www.lib.unc.edu/rbc/french_expatriates/paris.html [1] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 1 [2] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 6 [3] 5 [4] Hemingway, Ernest A Moveable Feast, pg 69 [5] Hemingway, Ernest A Moveable Feast, pg 35-36 [6] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 233 [7] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg 167 [8] Kennedy, J. Gerald and Bryer, Jackson R. French Connections: Hemingway and Fizgerald Abroad, pg

Theistic Evolution :: essays research papers

I do not wish to change anyone’s beliefs about Creation or Evolution, but wrote this in defense for people who tell me I am wrong unless I believe exactly what they do. This paper is short, incomplete, and is not in-depth. I am willing to provide more information, and hear arguments from your side of the story if you find this paper unacceptable. It is my opinion that the theories of Biblical Creationism and Evolution do not contradict each other. I believe that God gave this world a complete set of laws which are constant, unchanging, not limited to the moral laws given to us, and were as present in the beginning as they are today. I do not think that the idea of evolution takes away from the glory of God, but rather emphasizes it. I do not think it is an attempt to "explain" away the miracle God has done, for he has given us this observation in plain sight. Before giving the reasons for my belief, an assumption must be made that the Bible is meant to be interpreted instead of taken literally. Aside from the fact that there are already two different stories of creation found in the Bible (Gen 1 and Gen 2); I will support the idea of interpretation with two short examples which should be sufficient: Jesus said, "I am the vine, you are the branches" to His disciples (John 15:5). This is not to be taken literally. PSA 145:9 The LORD is good to all: and his tender mercies are over all his works. JER 13:14 And I will dash them one against another, even the fathers and the sons together, saith the LORD: I will not pity, nor spare, nor have mercy, but destroy them. My faith accepts no contradictions; so again, this is an example of how the Bible was meant to be interpreted. According to the Bible, the Earth is flat. How can Young Earth Creationists accept this? They don’t. Why they selectively choose to believe certain parts of the Bible and not others is beyond me. Bishop Ussher calculated 6,000 years old, and the Flood at 2348 BC by using references from the Bible. Because there are so many written historical references of civilization before 6,000 years, Creationists conveniently extend the age of the Earth to 10,000 years. Which is it? By calculating dates from the Bible, is the Earth 6,000 years old or not?

Radisson Blu Methodology

The capacity of the hotel is 188 different types of rooms (economy, business class). Also, the toll offers the opportunity for business meetings or special events in the 9 meeting rooms including help of coordinator and personalized menus. These 9 meeting rooms are capable to accommodate up to 220 people. The Radiations Blue Elmsford Hotel cooperates with three other service enterprises: restaurant Ever Gusto that serves Italian cuisine, Sunshine Piano Bar which offers various selections of cocktails and Casino Labor.The Radiations Blue Elmsford Hotel enterprise offers facilities such as 1 2-hour room service, free high-speed wireless internet, sauna and car parking. Nightly rates in Radiations Blue Elmsford Hotel are from 876 DECK (1 17 EURO). 2 The purpose of this project is to analyze what problems Radiations Blue Elmsford Hotel is encountering and be able to conclude with reliable solutions. In this project we are going to focus on two main topics: service delivery system and cus tomer's satisfaction as they are inherent from each other. We will use both primary and secondary data.The primary data consists of information from questioners that We asked visitors of Radiations Blue Elmsford Hotel to answer. The secondary data will be based on reliable books, customer's reviews and official weapon of the hotel. Also we will use two theoretical frameworks in order to make our project valid and make an objective conclusion. The first one will be SMS model (service management system model), which consists of five elements: market segment, service concept, service delivery system, image and culture and philosophy.Precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The second model is The Gap Model. Main purpose of using this model is that it is orientated directly on customer Hotels in Denmark 2014, available from: http://www. Radiation's. Com/hotels/ mark, accessed on 16 of Decembe r RADIATIONS BLUE ELMSFORD, LABOR 2014, available from: http www. Radiation's. Com/hotel-labor accessed on 1 7 of December 3 satisfaction. We will take a closer look on all the possible areas where problem could be at by analyzing each area with five gaps.Finally, we conducted anonymous survey among hotel clients as we tried being close in contact With the one decision maker – the guests – providers of reliable information. In our project we decided to balance the value of primary and secondary outcome data to prove we took in consideration every possible aspect of customer satisfaction. Therefore we decided to take in consideration customer ‘ s reviews on page www†. Trapdoors. Com considering this page as a reliable source. Applying critical thinking by evaluating customer satisfaction was essential for us.The reason why our project is going to be based mostly on secondary data is the flexibility of it. All data that is going to be used in our project will be specified at the end of it. We chose to write our project about Radiations Blue Elmsford Hotel in Labor because we found this topic interesting. We want to find out how it is possible that four-star grand chain hotel can have so many complaints. And also, we think that this issue is relevantly serious because it is important that customers expectations would be similar to what hotel can actually provide. 2.Delimitation As a part of our delimitation we delimiter ourselves from doing qualitative research with the management of the hotel as We did not get the opportunity to talk to the manager of the Radiations Blue Elmsford Hotel, as the topic of our project is mostly about customers complains, we understand that the manager was not interested and did not give us an opportunity to interview him. We delimiter ourselves from budgeting how much the renovation and Seibel changes would cost Radiations Blue Elmsford Hotel. It is not possible for us to calculate possible budget in this s tage as we are not in direct contact with the management of the hotel.Other fact is the prices for materials and labors are also unknown for us. 3. Problem area We were interested to find out what is the reputation and how does Radiations Blue Elmsford hotel deal with the customers. According to the reviews that we managed to find on the weapon www. Trapdoors. Com the hotel had 1 80 reviews and in only 50 visitors rated the hotel as â€Å"Excellent† (1 1 travelers) Very good† (40 travelers). This gives us information that only 4 28. 33% of actual customers that rated the hotel were satisfied with the provided service. The most of visitors rated hotel as â€Å"Average† (76 travelers) which is 42. 2% and the part that made us focus on service delivery system and customer satisfaction in this hotel was the number of people that rated hotel as â€Å"Poor' (39 travelers) or â€Å"Terrible† (14 travelers) which also gives approximately 29,44% of unsatisfied cus tomers. Despite the fact that it is a famous chain hotel, which is represented as a luxurious hotel, it has a lot Of complaints. The most common complaint is that the Radiations Blue Limned Hotel is old and due to that customers are experiencing sleeping pattern disorders because of noises. The hotel from outside looks renewed, but inside it needs capital renovation.For example, as Hotel is next to the famous street Comfort Anne Gad with all bars and clubs of Labor city, guests can hear everything through old, non-sound proof windows. Another complaint would be related to service delivery system. Customers are complaining about the staff and its attitude to hotel's guests. They are complaining that employees are rude, impolite and that they do not perform heir job. And other very common complaint was the price. Most of the customers that rated Radiations on BMW. Trapdoors. Com said that the price does not match with the service that hotel actually provides. Our goal is to find the s olution how Radiations Blue Elmsford Hotel could improve their service delivery system and manage to match the expectations of their customers to what they actually receive after visiting the hotel. 4. Research questions In Order to keep our project well coherent, we will develop three research questions, on which will be based our whole report and which we will answer later. 1. What are guest complaining in Radiations Blue Elmsford Hotel in Labor? 2. Why are customers of the Radiations Blue Elmsford Hotel in Labor complaining? 3.How should the service delivery system be improved in Radiations Blue Limited Hotel in Labor in order to reduce guest complaints? Radiations Blue Limited Hotel, Labor 2014, available from: http:// www. Trapdoors. Co. UK/Hotel_Review-g189529d206747-Reviews- accessed on 18 of December 5 5. Methodology As already mentioned before, in this project the main focus will be on service delivery system and customers satisfaction. Our main goal is to represent the Rad iations Blue Elmsford Hotel in Labor by using primary and secondary data and two theoretical frameworks.Furthermore, based on our gathered information we are going to analyze what exactly customers are complaining about. And finally we will try to make a solution of which the hotel could benefit. We will concentrate on service delivery system and how it should be improved. Theoretical Frameworks In this project we are going to use two theoretical frameworks. The first one is Service Management Model (SMS model), which will help us to represent precisely the Radiations Blue Elmsford Hotel in Labor and also present what toll has to offer to their potential customers.The second one is GAP model – Diagnosing Failure Gaps in Service Quality. By using Knowledge Gap, Standards Gap, Delivery Gap, Communications Gap we will be able to diagnose where is the main problem and it will help us to conclude with reasonable solution. 4 5. 1 SMS Model The SMS model (service management system m odel) has the character of a system consisting of components and emphasizing the relations among them. 5 Thus now we are going to use SMS model, which consists from five elements: service concept, service delivery system, market segment, image ND culture and philosophy.Precise description of five elements of SMS model will help us to characterize the service enterprise of Radiations Blue Elmsford hotel. The market segment Radiations Blue Limited hotel does not have a precise market segment. However, according to www. Trapdoors. Com, 96 customers was visiting hotel for business purpose, which is 53% of all 180 reviews. Besides, in the official website of the hotel it is emphasized that there are available rooms for business conferences. So, we can make a conclusion, that the common guests in hotel are business travelers.Nevertheless, families, couples and people who travels alone, also chose Radiations Blue Limned hotel. 4 4th edition Services Marketing -? page 327-328 , Diagnosing F ailure Gaps in Service Quality 2nd edition Service management: Strategy and leadership in service business – page 58-60, SERVICE MANAGEMENT SYSTEM 6 The location of the hotel is very convenient as it is located in the city center, where customers can use public transport. Besides, Labor train station is 750 meters away and Labor airport is 6 kilometers away, which says that market segment focuses not only on local visitors, but on foreign as well.Radiations Blue Elmsford hotel is a part of Radiations Hotel Group, which makes the enterprise of hotel to be the part of international group. 6 Speaking about customers visiting enterprise, they are expecting what hotel says it can provide. However, Radiations Blue Elmsford hotel does not meet customer's expectations and that is way hotel has complaints. The service concept The service concept often consists of a complex set of values, where some products are more important and may be called core services, while others are periphera l.Also there are both tangible and intangible services, which is he reason why often it is difficult to specify them in concrete form. The service enterprise Radiations Blue Elmsford hotel sells the rent of the rooms, food and drinks at the restaurant ‘Ever Gusto†, play of the games (e. G. Blackjack, poker) at the â€Å"Casino Labor† and other hotel facilities, such as wireless internet, room service or sauna. All of these services are intangible, except food and drinks at the restaurant. The core product in Radiations Blue Limned hotel is the rent of the rooms. This is the most common service that customers of the hotel buy.Meanwhile customer's interaction with other customers can be seen waiting in the line in reception, playing games in casino and eating at the restaurant. In conclusion, customer's copulation operates through complaints, reviews, recommendations and interaction with other customers. The service delivery System Service delivery system depends fr om three subcomponents: personnel, client and technology and physical support. Service organizations are personality-intensive, which means they are focusing on developing human resources.Client plays and complex role in the service 7 5th edition Marketing for hospitality and tourism – page 231, What Is A Product? 8 organization, since he not only receives and consumes the service but also serves as a component in Its production and delivery. Thus, in a service business, clients must be selected and managed as carefully as employees. Finally, services almost always involve social interactions and physical tools are critical to the functioning of such interactive systems. It is difficult to describe this part due to it is the biggest problem in Radiations Blue Elmsford hotel.In this part we will describe how hotel is represented in the official website of the hotel. Physical evidence and technology plays a big role as it is grand chain hotel. Exterior of the hotel is good-look ing, but interior needs renovation. However, hotel from the inside on the official website looks attractive as well. Customers claims (www. Trapdoors. Com), that in certain rooms smell is not pleasant and because of the street Comfort Anne Gad it is noisy during the nights. On the website it is emphasized, that rooms are modern. Also it states that room services are available 12 hours per day.Service delivery system does not meet needs and expectations expressed by the customers. Customers interact with service delivery system while ordering the room, buying food and drinks, during check in and check out and during room services. However, guests are complaining about employees. It means that personnel have a lack of knowledge how to deliver sciences, when there should work well-trained employees. The image The image mainly depends on what company actually provides and who the customers actually are. Although, deviating from current reality, image can be used as toll for the creation of a new reality.Radiations Hotel Group has a good reputation worldwide, however it's part Radiations Blue Limited does not have a positive opinion from the customers ho has visited this hotel. Considering all information on official website, we think that this hotel is presented as luxurious grand chain hotel and this image is attempted to be establish in the market. Logo of this hotel says â€Å"Radiations Blue, Hotels & resorts†. â€Å"Radiations† is the name of the founder of this group. â€Å"Hotels & resorts† is the name of one of the brands that Radiations group owns. And â€Å"Elmsford† is the name of the fjord that is next to the hotel. The weapon Of Radiations Blue Elmsford hotel is well-design, it is easy to use. There is provided all information about hotel (e. G. Rooms, services, history ND price), where guests can search for 8 Radiations History 2014, available from: http://www. W. Radiations. Com/section/ about. Story/about. Sidemen, acces sed on 1 2 of December 9 other Radiations Blue hotels as well. The service enterprise wants their customers to recognize them. And it is already achieved – Radiations Blue operates more than 230 hotels in the whole world and it is worldwide known group.The culture and philosophy The efficiency of the service organization depends on its culture and philosophy, which shape and rejuvenate the very values and ethos on which the company thrives. The main value for Radiations Blue Elmsford hotel is customer satisfaction. As already mentioned in our project, Radiations Blue Limned Hotel is a part of Resized Hotel group, which is working with â€Å"Yes Can! † special customer satisfaction pogrom since 1995. It is a core service philosophy, reflecting and powering commitment to always offer alternatives taking in to consideration guests, supplies, personnel and community.This programmer is applied to all Resized groups and it is a tradition of innovative and contemporary servic e concepts, based on customer needs. 9 5. 2 GAP model In order to explain the GAP model itself, it is easier to start with defining and explaining the basic knowledge needed to successfully understand the model. The main purpose of GAP model is to define the service quality that is provided by certain company or organization towards their customers or clients. Logically we should start with explain what the quality and service quality is.There are many definitions of what service quality is, so in this case we decided to not stick with only one but many other theories of different researchers and scientists as we think it suits for our project the most. Many scientists and researchers are trying to develop certain definition of service quality and service perspective. Gar ¶morons presented his research about service quality which focuses on a model that is a comparison between customer expectations of the service and their experience of the service they have received before. This model is named â€Å"total perceived service quality'.He puts the main focus on what customer is really looking for and what they evaluate, the service quality is 9 OUR CULTURE 201 3, available from: http://move. Resized. Com/ accessed on 1 7 of December 10 based on two dimensions. The first dimension is the technical quality and this dimension refers to the outcome, what is delivered or what the customer test from the service. The next dimension is the functional quality which refers to the manner in which the service is delivered or how it is delivered. Both dimensions affect the corporate image and the perception of quality in various ways.