AtlantiCare and the “Voice of the Customer” Essay Example for Free

AtlantiCare and the â€Å"Voice of the Customer† Essay Introduction Located in southeastern New Jersey, AtlantiCare is a nonprofit organization that provides acute and chronic health care services in the following areas: cancer, trauma, cardiac care, stroke, behavioral health, urgent care, hospice, home care, family medicine, occupational medicine, child care, early learning, and mission care for the homeless. Because of the nature of the services it provides quality is essential at AtlantiCare, and the organization delivers it. In fact, AtlantiCare applies the principles of total quality so comprehensively and consistently that the organization has received the prestigious Malcolm Baldrige National Quality Award. At the core of AtlantiCare’s quality program is a process the organization calls the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The company’s customer focus does not stop with external customers. It also includes internal customers-employees (Goetsh Davis, 2011). Total quality is not a concept anymore in day to day operations at AtlantiCare. It is part of the management team work ethic and philosophy, and the rest of the nonprofit company staff. AtlantiCare applies the principles of total quality in such a way that not only takes care of its customers, but also its internal customers. By doing so, the company has achieved organizational excellence. The case that follows is about the steps taken by the administration at AtlantiCare and also the lessons learned by the executives and the staff to become a world-class health care provider. Questions AtlantiCare has learned how to apply the principles of effective communication in a Total Quality setting. If total quality is the engine, communication is the oil that keeps it running. Much of what total quality is all about depends on effective communication. Without it, total quality breaks down. Some of the key elements of the total quality concept are customer focus (internal and external), total employee involvement and empowerment, leadership, teamwork, decision making, problem prevention, problem solving, and conflict resolution (Goetsh Davis, 2011). The core of the AtlantiCare’s Total Quality system is a process called the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The part that AtlantiCare applies perfectly well is the focus in its internal and external customers. This approach has giving the nonprofit company the information necessary to fix its mistakes and to reengineer its process, so AtlantiCare keeps its customers satisfied. Basically, what AtlantiCare does is to listen to all the stakeholders, following the principles of effective communication: message received, message understood. To listen responsively, managers and employees must learn to simultaneously use their ears, eyes, brains, and hearts. Responsive listening can pay substantial dividends for managers in a total quality setting (Goetsh Davis, 2011). PepsiCo and IKEA are among the top companies were people wants to work at. It is not only because these companies have a recognized name or they are multinational companies. It is basically because these two companies also apply Total Quality programs where listening the suggestions and concerns of its employees and customers is a very big component. According to IKEA Welcome Inside 2012 report they in many markets we are the employer of choice, and latest results from our co-worker satisfaction survey, VOICE, show a very high level of satisfaction among our co-workers. The VOICE result also identifies areas where we can improve. IKEA is listening actively. They paid attention to their employees. They are sensitive to the information they receive, and also they act in consequence. They are being creative by developing programs to help their employees to grow and develop. In 2012, PepsiCo was listed among the Top 25 ‘World’s Best Multinational Workplaces’ by the Great Place to Work Institute  (PepsiCo, 2012). PepsiCo is always looking for talent and sustainability for them it means to invest in their associates to help them succeed; providing a safe and inclusive workplace globally; and respecting, supporting and investing in the local communities where they operate. In all of their markets, they are developing the talent of associates, preparing them to lead PepsiCo into the future. Through PepsiCo University and online courses offered by their global functions, more than 8,000 of their associates completed more than 11,500 courses in 2012. The professional development they offer to their associates enables them to develop the skills, capabilities and mindsets needed to drive sustainable financial performance and value creation. PepsiCo is combating the inhibitors of listening by providing to its employees with opportunities of professional development. Conclusion In order to have a Total Quality program that works effectively it is important to put at the core of the program the communication piece. Especially the information that is brought and communicated by the customers is the piece that has to have a mechanism that assures that it is inputted in to the Total Quality program. In the case of AtlantiCare, the nonprofit company has a system in place that voices the suggestions, complains, and demands of both customers: external and internal. The core of the AtlantiCare’s Total Quality system is a process called the â€Å"Voice of the Customer.† This is a five-phase process used to make the organization’s patients partners in its continual-improvement efforts. Voice of the Customer identifies patient requirements and then makes sure that AtlantiCare’s services satisfy these requirements. The part that AtlantiCare applies perfectly well is the focus in its internal and external customers. In the case of IKEA, the company has its own program called the â€Å"VOICE.† The VOICE result also identifies areas where we can improve. IKEA is listening actively. They paid attention to their employees. They are sensitive to the information they receive, and also they act in consequence. The area where this program could improve is in the external customer. According to this program they are only surveying the employees, but they are not taking in consideration the important information that the external customers have and can be used in the company’s advantage. On the other hand, in 2012, PepsiCo  was listed among the Top 25 ‘World’s Best Multinational Workplaces’ by the Great Place to Work Institute (PepsiCo, 2012), which means PepsiCo takes care of its internal customers. In all of their markets, they are developing the talent of associates, preparing them to lead PepsiCo into the future. Through PepsiCo University and online courses offered by their global functions, more than 8,000 of their associates completed more than 11,500 courses in 2012. PepsiCo provides for its employees professional developing opportunities and career growth, but they do not have a program in place that assures that its employees are providing information that could help the company. Less say they are not putting communication at the core of its Total Quality program. Finally, both companies could learn something from AtlantiCare by implementing Total Quality programs that included their external customers. Especially in the case of IKEA that sells directly to the final consumer. References David L. Goetsch, Stanley B. Davis. (2011) Quality Management for Organizational Excellence: Introduction to Total Quality, (7th Ed.) Upper Saddle River, NJ: Pearson Education IKEA Group (2012). Welcome inside 2012. Retrieved from http://www.ikea.com/ms/en_US/pdf/yearly_summary/ys_welcome_inside_2012.pdf PepsiCo (2012). Annual Report. Retrieved from http://www.pepsico.com/download/PEP_Annual_Report_2012.pdf

The Purchasing Function Business Essay

The Purchasing Function Business Essay The purchasing function is described by Lysons and Gillingham (2003) as a function with resource to procure supplies. It is usually argued that the purchasing function is not strategically important to enable organisations to gain competitive advantage. Carr and Pearson (2002) described nonstrategic purchasing as a function that is clerical in nature, reactive to other functions and focusing on short-term issues. Ramsay and Croom (2008) on the other hand saw purchasing as a strategic function that contributes to the overall organisational competitive advantage. But Reck and Long in Carr and Pearson (2002) argues that purchasing function of a firm can operate between strategic and nonstrategic levels within an organisation. There is now a question as to whether purchasing should still be considering the nonstrategic role of the purchasing function. This paper will be looking the role of purchasing that make makes it strategic and how purchasing function is strategically important in g aining competitive advantage for the organisation with the aid of model and tools/techniques for purchasing. Purchasing is usually defined as obtaining the right quality material, at the right time, in the right quantity, from the right source, at the right place (Lysons and Gillingham 2003; Baily et al. 1998). Van Weele (2005) also defined purchasing as the management of the companys external supply of goods, services, capabilities necessary for running, maintaining and managing the companys primary and support activities is secured at the most favourable conditions. Although, there is no agreed definition of purchasing from literature, these definitions indicate that there is need for supply requiring to determination of specifications, supply continuity by choosing a suitable supplier, efficient buying (worth the value), and relationship to ensure supply at the right time to manage inventory and monitor efficiency of suppliers thereby defining the purchasing function. Many authors in the literature have identified the developments in purchasing. Reck and Long in Lysons and Gillingham 2003 identified that purchasing passes through stages from passive (no strategic direction and supplier selection based on price and availability), independent (purchasing having functional efficiency with no regards to firms competitive strategy), supportive (supports the corporate strategy with regards to the competitive objective) to integrative (full integration of purchasing strategy into the firms corporate strategy) stages to become a competitive weapon for an organisation. Van Weele (2005) also identified that need for reduced costs, product standardisation, innovation, stock reduction, increase flexibility, and purchasing synergies can improve an organisations competitive position. In addition, changes in trade pattern, customer demands, technology, competitor activity in the have wider business context has affected the development of purchasing. An indicatio n of this is that an increase the importance of purchasing gives the organisation the capability to satisfy its customers needs by focusing on activities that ensures quality products of good values are produced in line with the organisations competitive strategy. Carr and Smeltzer (1997) were able to make a distinction between purchasing strategy and strategic purchasing. Defining purchasing strategy as the specific actions the purchasing function may take to achieve its objectives. While strategic purchasing was defined as the process of planning, evaluating, implementing, and controlling strategies the purchasing follows. It is gathered from these definitions that the actions of the strategy of the purchasing function must be in line with the overall corporate strategy of the organisation be it cost or differentiation as identified by Porter (1985) and that the strategic purchasing must be able to direct the purchasing functions to ensure that the long-term goals are achieved and the organisation remains competitive. Although, there may be nonstrategic purchasing functions due to the low status and spend of the organisation (Carr and Pearson 2002), strategic purchasing functions must be given top management consideration as it is proactivel y involved achieving the firms goals and adding value to the organisation. However, this may only happen when the purchasing function is integrated into the firms strategic planning process and is thought of as important to achieve and maintain a sustainable competitive advantage as concluded by Goh, Lau and Neo (1999). Strategic purchasing has been seen by many authors as impacting firm performance, especially in relation to supplier involvement. It was argued by Chen, Paulraj and Lado (2004) that strategic purchasing gives a competitive advantage by fostering closer working relationships with a limited number of suppliers; promote open communication among supply-chain partners; develop long-term strategic relationship orientation to achieve mutual gains. Carr and Pearson (2002) also argued importance of purchasing to new product development as regards to selecting qualified suppliers as well as the involvement for product development while McGinnis and Vallopra (1999) argued that purchasing and supplier involvement contributes to higher product quality, achievement of cost objectives, and reduce new product time-to-market. Also Brookshaw and Terziovski (1997); Krause, Pagell and Curkovic (2001) were able to argue that strategic purchasing is capable of retaining a firm competitive priorities of qu ality, cost, delivery, reliability through the relationship with suppliers In other words, strategic purchasing with regards suppliers involvement can improve an organisations performance and customer responsiveness if involved in the planning process thereby increasing the firms profits while gaining competitive advantage. Increase in organisations costs spent on purchasing activities from external sources as identified by Ramsay and Croom (2008); Baily et al. (1998) indicates the need for reduction in direct materials cost and net capital employed by organisations. Purchasing is able to achieve these reductions with the use of purchasing policies like competitive bidding and collaboration with suppliers to make decisions that ensure quality and logistics arrangement thereby saving cost and adding to the organisations bottom line. Strategically placing purchasing in organisations decision making process gives it control on purchasing costs and ability to choose a supplier base that is competitive and better than competition. The need for strategic cost management and collaborative innovation and designs, which may require working with external supplier has made organisations rethink their position in the value system and has resulted in the business decision of automating or outsourcing non-critical functions leaving more strategic purchasing tasks. Outsourcing comes from a decision of an organisation to focus on its core activities (Van Weele 2005). This decision is reached when the organisation discovered that performing a function in-house can no longer be carried out competitively, so outsourcing the function to a more proactive organisation allows the advantage to be gained (Baily et al. 1998). In addition, it is not just enough to make outsourcing decisions, the selection of suppliers that will contribute to the organisational goals is critical. Before selecting suppliers, Gadde and HÃ ¥kansson (1994) argued that the purchasing strategy must be decided, be it single, parallel, multiple sourcing. But Svahn and Westerlund (2009) emphasised that the characteristics of the purchasing strategy, efficiency (cost-driven) or effectiveness (innovation and value-adding), affects supplier selection and way purchasing manages the relationship with suppliers in line with the organisations competitive strategy. Purchasing must be able to assess the capabilities of the suppliers through a series tools like e-procurement, purchasing portfolio management, collaborative tools to identify suppliers that can enable the firm gain competitive advantage. Drake and Lee (2008), through the use of Analytic Hierarchy Process (AHP) were able to emphasise the importance of aligning purchasing strategy with business strategy. They argued that purchasing through AHP is able to prioritise the importance of components for manufacturing or impact on the strategic priorities and that purchasing is able to ensure the uninterrupted flow of materials through selection of suppliers in such a way to meet the corporate strategy and competitive priorities (quality, cost, speed, flexibility) of the firm. Purchasing portfolio analysis suggested by Kraljic (1983) is an important model for strategic purchasing. Kraljic was able to argue that a firms supply strategy depends on two factors: profit impact and supply risk and with that identified 4 portfolio quadrants: strategic, leverage, bottleneck and routine. This model proposes that purchasing strategies must be chosen for each supplier. Van Weele (2005) also emphasised that a companys spend can be categorised using the 20:80 rule; which says 20 percent of suppliers provide 80 percent of supplies and evaluate suppliers according to priority. From these two views, purchasing must be able to identify the suppliers of critical to non-critical products and develop strategies that ensure minimal supply risk and increase buying power. Also, Baily et. Al (2005) suggested that tiering of suppliers can help identify important suppliers and improve partnership with them. Wagner and Johnson (2004) argued that carefully configured, developed, and managed supplier portfolio can contribute to the firms value creation and competitive advantage. At this point, purchasing must have a proactive approach to making sure that it identifies supplier that contributes to the organisation the competitive advantage needed. Another importance of purchasing especially when buying capital goods is that it focuses on total cost management. Most buying processes are usually based on the price as indicated by Baily et at. (1998); Van Weele (2005). Baily et at. (1998) sees purchasing as of strategic importance as it able to focus on the total acquisition cost than price and bears in mind the total cost of ownership of capital goods like cost of maintenance, spare parts in the long term. Purchasing is able to contribute to the specifications by informing to other functions of delivery reliability, assuring timely supply of necessary inputs to ensure that the initial purchase price alone is considered but rather the total lifetime cost of equipments are considered to make sure purchasing is adding value to the organisation by reducing cost over time. Again mutual relationship with suppliers can bring about cost, price reduction and ultimately cost transparency as supported by Lamming (1993). E-procurement is another strategic tool for purchasing that can contribute to competitive advantage due to its huge cost savings. William (2003) argued that E-procurement cuts across the whole purchasing process and helps facilitate early supplier involvement as well as minimise complexities and unnecessary costs as real-time information is shared between buyer and seller, it also gives top management visibility as they are concerned with the increased operational spend. E-procurement has contributed to the success of many organisations, for instance, Volvos supplier selection (Van Weele 2010) and Gap Inc. to reduce lead-time and overall operations of its retail channels (Demery 2006). Despite the benefits of e-procurement, if top management do not strategically initiate the need for e-procurement, the benefits of it giving an organisation competitive advantage are lost. Conversely, after much consideration of the importance of strategic purchasing to gain competitive advantage, it is necessary to focus on non-strategic purchasing and why it is seen as not important to gain competitive advantage. A nonstrategic purchasing function is task-oriented, while a strategic function makes business decisions as argued by Carr and Smeltzer (2000). Carr and Pearson (2002) also argue that non-strategic purchasing has no contribution to the long-term goals of the firm, are insignificant and of low status. Indeed, if top management of an organisation does not see the importance in the purchasing role in contributing to competitive advantage, it will continue to be seen as non-value adding and just focusing of activities that are non-critical to the successful functioning of the organisation. Altogether, the development in purchasing over time has shown that there is a need by organisations to incorporate into their corporate policies purchasing strategy. Strategic involvement of purchasing for the overall aim of controlling prices, reducing costs, managing supply proactively, and improving quality to successfully deliver goods and services that will satisfy the end-customers and enable the organisation gain sustainable competitive advantage is essential. CONCLUSION At the heart of conventional wisdom lies the argument that purchasing is not strategically important for the organisation to gain competitive advantage. This argument is seen as ungrounded due to the fact that purchasing is gaining importance within the academia and the business environment. The need for reduction of costs, improvement of value-added into the business, better bottom line has led to the improved relevance of purchasing to the performance of an organisation. Purchasing has over the years developed from non-strategic, transactional stage of procuring supplies to a strategic, integrated stage that focuses proactively on the total satisfaction of both internal and external customers of an organisation. Again, the change of purchasing to strategic purchasing, incorporating purchasing strategy into the corporate strategy, for achieving competitive advantage has changed the view of organisations and has led to a rethink of the organisations operation to decide the core compe tences and non-core competences and rather focus on the core ones and sources others from external sources. However, sourcing externally requires effective supplier relationship management. Purchasing in this aspect is able to select suppliers that with collaborate in meeting the organisations competitive strategy. Purchasing is also able to use tools and techniques like e-procurement and total cost of ownership approach along with their skills to manage purchasing costs and balance power and dependence between the company and supplier as well as work out strategies to use with different suppliers. Without giving a strategic importance of purchasing, an organisations opportunities of gain competitive advantage may be missed.

The differences of Ethnic cleansing and Genocide

The differences of Ethnic cleansing and Genocide research methodology: The research conducted herein is primarily doctrinal in nature, with the help of various international instruments and judgments decided by the judicial authorities in the international sphere. research questions: Basic Questions: Through the medium of this project the basic questions that have been asked are: What is meant by ethnic cleansing and genocide? Secondly whether there exists any difference between the two? What are these differences? HYPOTHESIS: There exist distinguishing factors between both the crimes of genocide and ethnic cleansing, the only distorting factor is when the latter is achieved by committing genocide. Both, ought to be treated as equally grave crimes committed against humanity. Moreover, a need is felt for stricter laws on ethnic cleansing in order to serve as deterrence to the same. objects and aims: The project has been made on the basic premise of the crime of Ethnic Cleansing with the background of the break up of the Former Yugoslavia, replete with crimes of a grave nature. In order to understand this concept of Ethnonationalism, it is also important to understand another international crime, genocide. Ergo, this project aims at achieving the following in lieu of the research available: To attain clarity as to the concepts of Ethnic Cleansing and Genocide. To surmise the incidents of the two types of international crimes and look at various judicial interpretations and legal instruments for the same. To try and arrive at a clear cut distinction between these two concepts which can be perceived to be intertwined. This project aims at serving as a panacea to innumerable ambiguities found on the laws of ethnic cleansing and to acquaint various interested parties on the aforementioned topic which is, as of now, a morass of laws involved. INTRODUCTION: As long as I have any choice, I will stay only in a country where political liberty, toleration, and equality of all citizens before the law are the rule. -Albert Einstein. For centuries, man has been fighting with his brother, over man-made issues of differences in their status, nationality, race, colour, religion to name a few. In India itself, this differentiation has taken shape in the form of differences in class, differences between Muslims and Hindus, Sikhs and Christians, recent incidents taking place in Orissa and Kerala are gory examples of the same. In fact, this in essence has also taken place in Maharashtra in 2008 wherein almost 20,000 North Indians fled Pune and other such cities, the same revealed by an article in the Indian Express. Statistics in fact have shown that man is being a threat himself to another man causing his mass exodus. Despite the advancement in technology man doesnt seem to want to co-exist with another, a deficiency which will lead to its self-destruction sooner or later. This is essentially the concept of ethnic cleansing, an international crime progressively taking more antagonistic forms as time passes. In principle, an ethnic group  [1]  would be defined as a community whose heritage offers important characteristics in common between its members and which makes them distinct from other communities. There is a boundary, which separates us from them, and the distinction would probably be recognized on both sides of that boundary. Ethnicity is a multi-faceted phenomenon based on physical appearance, subjective identification, cultural and religious affiliation, stereotyping, and social exclusion.  [2]   The phrase ethnic cleansing was originally introduced by reporters covering the Yugoslav wars of disintegration between 1991 and 1995, but as a course of action it is much older than that.  [3]  By definition, it has been defined as a phenomenon wherein one ethnic group expels members of other ethnic groups from a geographic area in order to create ethnically pure enclaves for members of their ethnic group.  [4]   However, the complexities involved when it comes to ethnic cleansing, is that till date despite the number of occurrences there exists a blur when it comes to differences between genocide and ethnic cleansing.  [5]  Also, the number of incidents wherein ethnic cleansing has taken place makes one question the effectiveness and the authority of the UN and the several other peace keeping bodies.  [6]   It is also pertinent to note that while in theory, the purpose of ethnic cleansing is to drive all members of the victimized group out of a territory. In practice, ethnic cleansing is nearly synonymous with genocide because mass murder is a common characteristic of both. Though, therefore, there is a thin line between the two crimes, it is the need of the hour to differentiate between the two crimes and do away with the pervasive ambiguities. analysis: genocide and its incidents: In order, to be able to differentiate between the concepts of genocide and ethnic cleansing it is first important to understand each of these concepts individually. Ergo, this part will basically focus on the definition of genocide as arrived at in several landmark judgments and also its main essentials, with the natural corollary of looking at the definition of ethnic cleansing. The term genocide was coined by Raphael Lemkin using the combination of the Greek word genos (race or tribe) and the Latin word cide (killing).  [7]  Article II of the Convention on the Prevention and Punishment of the Crime of Genocide, 1948 defines the term genocide to include killing, causing serious bodily or mental harm, amongst several other things  [8]  , which was accepted as being part and parcel of the customary international law or jus cogens in the case of Prosecutor v. Goran Jelisic.  [9]   The case of Advisory Opinon of the International Court of Justice (ICJ) in Reservations to the Convention on the Prevention and Punishment of the Crime of Genocide, defines genocide as follows: a crime under international law involving a denial of the right of existence of entire human groups, a denial which shocks the conscience of mankind and results in great losses to humanity, which is contrary to moral law and to the spirit and aims of the United Nations.  [10]   Genocide without exceptions made is considered to the most despicable crime when it comes to crimes against humanity, which is why Courts are reluctant in arriving at a conclusion which affirms the existence of genocide. It essentially requires two components for the said crime to take the form of genocide, viz. Actus Reus and Mens Rea. These go hand in hand wherein if any of the acts mentioned above have been committed with the necessary specific intent (dolus specialis).  [11]   In the Jelisic  [12]  case it was held that the special nature of this intent supposes the discriminatory nature of the act wherein a group is targeted discriminatorily as such and in this context genocide is closely related to the crime against humanity.  [13]  The Court again found the existence of this specific intent in the case of Akeysu  [14]  wherein the Trial Chamber I held that the rape of Tutsi women in Rwanda in 1994 constituted the crime of genocide.  [15]  In the case of Bosnia-Herzegovina v. Yugoslavia it was held that genocide could be committed both at time of peace as well as of armed conflict.  [16]   Therefore, a perusal of the aforementioned cases clearly shows there is a need of specific intent in case of indictments for the crime of genocide.  [17]   Ethnic Cleansing and its incidents: The 1990s has had the most number of instances wherein the crime of ethnic cleansing has been recorded. This has been attributed by the UN to various political parties which indulge in the same by ruling various States. This power was clearly wielded by the Shiv Sena party in Maharashtra with their jingoistic tactics in expelling Non-Maharashtrians. Blacks Law Dictionary defines ethnic cleansing as: The officially sanctioned forcible and systematic diminution or elimination of targeted ethnic minorities from a geographic area by confiscating real and personal property, ordering or condoning mass murders and mass rapes and expelling the survivors. Few authors are of the opinion that the crime of ethnic cleansing is a 20th Century phenomenon while most others disagree.  [18]  A prototype of ethnic cleansing can be taken from the experience of the Jews during the Nazi Regime, where in order to create Lebensraum, or living space, Hitler, the dictator started an expansionist drive to create a pure Germany. The term ethnic cleansing, a literal translation of the Serbo-Croatian phrase etnicko ciscenje, has resulted in a lot of atrocities like mass killings as well as rape as a means of creating supremacy over the minorities.  [19]   In many of these campaigns, women were targeted for particularly brutal treatment-including systematic rape and enslavement-in part because they were viewed by perpetrators as the carriers, biologically and culturally, of the next generation of their nations. Because many men in victimized populations left their families and communities to join resistance groups once violence began, women and children were often defenseless.  [20]  Statistics shows that the Bosnia-Herzegovina war envisaged a shocking estimate of 20,000 women who endured sexual assaults in the form of either torture or rape. Serbian political and military leaders systematically planned and strategically executed this policy of ethnic cleansing or genocide with the support of the Serbian and Bosnian Serb armies and paramilitary groups to create a Greater Serbia: a religiously, culturally, and linguistically homogenous Serbian nation.5  [21]  The promulgation of the concept of ethnic cleansing and the practices it represents are a grim, contemporary reminder of the global nature of interethnic and interracial inequality and strife.  [22]   The following passage taken from an article is proof of the mass destruction and depraved justice that took place during the Bosnia-Herzegovina War: More than two million people-almost half the population- are still dispossessed of their homes. Some 600,000 of these are refugees abroad who have not yet found durable solutions, many of whom face the prospect of compulsory return into displacement within Bosnia and Herzegovina in the near future. Another 800,000 have been internally displaced to areas in the control of their own ethnic group, living in multiple occupancy situations, in collective centres or in property vacated by the displacement of others, often in situations of acute humanitarian concern. The fundamental issue for the future of the post-war society of Bosnia and Herzegovina is whether these people can or will return to their homes.  [23]   A case study shows that the challenges of post 1980 former Yugoslavia were exacerbated by the countrys demographic and socio-cultural make-up, comprising several ethnonationalities with different religions, mentalities, histories and levels of development. In the Federal Republic of Yugoslavia, Croatia, and Bosnia and Herzegovina the authoritarian regimes and their leaders were the main sources of human rights violations. Nationalism and hatred of other peoples and religions were probably the reasons for the brutal break up of the former Yugoslavia. Ethnonationalism was, and has largely remained, widely and deeply entrenched among the constituent groups.  [24]   Various authorities indicate that the notion of ethnic cleansing takes place when there is a deportation of mass population on the basis of their ethnic differences in order to create a homogenous ethnic State. While a crime like genocide inevitably results in imposing criminal liability, it has been stated by several authors that since the term ethnic cleansing does not appear in any of the laws the same is not punishable as long as genocide, rape or other crimes against humanity have not been used, which have been banned by several legal instrument.  [25]   This argument however is to be rendered untenable  [26]  as though, ethnic cleansing per se doesnt feature under the Rome Statute of the International Criminal Court, it can be included under crimes against humanity under Article 7 which speaks of Deportation or forcible transfer of population  [27]  equivalent to ethnic cleansing. Moreover, a perusal of the Statute of the International Tribunal for the Former Yugoslavia under Article 4  [28]  also makes the crime of ethnic cleansing punishable. The Trial Chamber  [29]  in a particular case was satisfied beyond reasonable doubt that the crimes that were committed in the Bosnian Krajina from April 1992 until the end of December 1992, the period relevant to the Indictment, occurred as a direct result of the over-arching Strategic Plan. The ethnic cleansing was not a by-product of the criminal activity; it was its very aim and thus an integral part of the Strategic Plan.  [30]   Therefore, a perusal of the aforementioned authorities helps one understand essentially the concept of ethnic cleansing and the essentials thereof. differences between the two: Andrew Bell-Fialkoff in his book, has remarked thatà ¢Ã¢â€š ¬Ã‚ ¦ the crime of ethnic cleansing defies easy definition. At one end it is virtually indistinguishable from forced emigration and population exchange while at the other it merges with deportation and genocide. At the most general level, however, ethnic cleansing can be understood as the expulsion of a population from a given territory.  [31]   Different authors have different opinions regarding the differences between these two, while some state such a difference exists only in theory while other claim it to exist practically as well. From a perusal of the above, genocide and ethnic cleansing can be differentiated in three ways: (1) Need of intent: Genocide could be a means to commit ethnic cleansing, but the purpose of such a crime then would not be murder but would be otherwise. Furthermore, in contrast to genocide, there is no need for special intent under the crime of ethnic cleansing, making it easier for parties to establish a crime of ethnic cleansing in comparison to a charge of genocide leveled against a particular party to the dispute.  [32]  It has been found under various texts that the requirement of specific intent is not found under ethnic cleansing, making it easier to prove before the International Courts in comparison to the crime of genocide.  [33]   (2) The purpose: The purpose under genocide is the physical destruction of an ethnical, racial or a religious group, while that of ethnic cleansing is the founding of ethnically homogeneous lands. The means used for the latter could also be genocide.  [34]   (3) Ends achieved: While genocide results in physical destruction of a particular minority groups, ethnic cleansing results in the flight of a community not necessarily mass killing.  [35]   As found in the previously, it may not always be feasible to point out differences between the two. In fact, this clear cut distinction has been reduced by various subsequent measures taken by the authoritative bodies. In 1992 concerning the hostilities in Yugoslavia, the UN General Assembly  [36]  clearly stated that ethnic cleansing is a form of genocide.  [37]   To worsen the situation, in the case of Prosecutor v. Krstic,  [38]  , the Trial Chamber of the International Criminal Tribunal for the Former Yugoslavia (ICTY), expressly diverging from the wider interpretation of the notion of intent to destroy by the United Nations made a difference between ethnic cleansing and genocide. an enterprise attacking only the cultural or sociological characteristics of a human group in order to annihilate these elements which give to that group its own identity distinct from the rest of the community would not fall under the definition of genocide. Similarly, in the case of Bosnia and Herzegovina v. Serbia and Montenegro (Case concerning the application of the Convention on the Prevention and Punishment of the Crime of Genocide) the International Court of Justice  [39]  have also upheld the above judgment based on the same reasoning.  [40]  Various scholars also have given views similar to that found in the above cases wherein a distinction has been made between the two offences.  [41]   Therefore, there remains doubt in this unchattered territory, but courts generally refrain from holding a state or an official responsible for the offence of genocide in comparison to that of ethnic cleansing. Conclusion: From an analysis of the above judgments, we find that there exists a very thin line between the concepts of genocide and that of ethnic cleansing. There is a need to attain consistency with regard to the various opinions on the same, consistency being an essential or cannon of any law. The basic bone of contention is in fact this lack of uniformity in interpreting the law by the courts. That apart, a need is felt that stricter international norms be laid down in order to ensure that a crime like ethnic cleansing taking the form of international crimes like rape, genocide does not take place at the ferocity that it has been since the 1990s.  [42]   It should be realized by the UN and various other monitoring bodies that it is imperative that a clear cut distinction be made between the two, agreed, a strait-jacket formula cannot be applied, but it should lay down certain parameters for determining when ethnic cleansing takes place. As of now, the definition of the said terms remains uncertain in international law. States should realize that even the magna carta Universal Declaration of Human Rights  [43]  ordains equality on each and every human being, which would immediately render the offence of ethnic cleansing purposeless.  [44]   It is to be necessarily understood that, As long as the criminals are divided into ours and theirs; as long as ethnic discrimination is not replaced with moral and professional criteria; as long as already initiated democratic processes do not take roots; there will be little chance of reconciliation, economic development and respect for the human rights and freedoms.  [45]   Therefore, an attempt has been made by virtue of this project to understand the basic differences between these two types of crimes which are basically instigated against other human beings and the same conclusion has been arrived at with the help of leadings judgments and opinions of various authors on the same. Ethnic cleansing results in the division of a particular country into several fragments, there more the disputes the more these fragments will break and finally there shall be nothing for one to offer. This has been aptly illustrated in the following paragraph: In Germany they first came for the communists; and I didnt speak up because I wasnt a communist. Then they came for the Jews; and I didnt speak up because I wasnt a Jew. Then they came for the trade unionists; and I didnt speak up because I wasnt a trade unionist. Then they came for the Catholics; and I didnt speak up because I wasnt a Catholic. Then they came for me and by that time there was nobody left to speak up. Martin Niemoller

Summary of I Know Why the Caged Bird Sings Essay -- Maya Angelou Liter

Summary of I Know Why the Caged Bird Sings Maya recalls an Easter Sunday at the Colored Methodist Episcopal Church in Arkansas. Her mother makes her a special Easter dress from lavender taffeta, and Maya thinks the dress will make her look like the blond-haired blue-eyed movie star that she wishes, deep down, to be. But, the dress turns out to be drab and ugly, as Maya laments that she is black, and unattractive as well. She leaves her church pew to go to the bathroom, and doesn't make it; she runs from the church, ashamed, but glad to be out of church and away from the children who torment her, and make her childhood even harder than it already is. Analysis: One of the main themes of this chapter is race and appearance; Maya already establishes that she wanted to be a movie-star looking white girl as a child, and tried to deny her real appearance. Connected with the idea of race is beauty, as Maya describes images of blond hair and blue eyes as the paragon of beauty, and says her appearance is merely a "black ugly dream" that she will wake out of. Maya seems to have been an imaginative child, as she envisions her "head [bursting] like a dropped watermelon" from trying to hold her bladder. Angelou shows a talent for using images to explain and clarify feelings, and employing her descriptive powers to make even mundane incidents very vivid. This autobiography, which covers Maya's life from age 3 to age 16, is often considered a bildungsroman since it is primarily a tale of youth and growing into young adulthood. However, unlike a typical, novel-form bildungsroman, the story does not end with the achievement of adulthood; Angelou continues to write about her life in four other volumes, all addressing her life chronologically from her childhood to the accomplishments of her adulthood. It is important to keep in mind that this is an autobiography, rather than a novel, and that the narrator and the author are indeed one and the same, and the events described in the book are intended to relate a very personal portrait of a person's life. Chapter 1: Summary: Maya says that when she was three years old and her brother was four, they were sent from their father in California to their paternal grandmother in Stamps, Arkansas. They were eventually embraced by the town, and lived at the back of the store that their grandmother and uncle owned and ran. ... ...al and flawed. The images and words chosen to represent St. Louis tell of the children's fear of this new place, and their apprehension at being taken to live with someone they don't know. The "crowded-together, soot-covered buildings" are completely alien, and a bit bleak to them. They may have been driving "to Hell" for all the children knew, with their uncertainty and fear coloring the strange landscape. She begins to believe in "Grownups' Betrayal," as again they are being let down by their father; her tone reveals her hurt and bitterness at being reclaimed by their father, only to be sent away once again. Angelou describes her mother as being like "a hurricane in its perfect power," or "the climbing, falling colors of a rainbow"; these metaphors convey that Maya's mother is a flawless work of nature, vibrant, powerful, and very beautiful. Maya seems to admire her from afar, too, like you would admire a rainbow from afar; but the instant power of the children's love for her is encapsulated in the two cliched phrases "struck dumb" and "love at first sight." Although Maya might feel a bit distant from her mother, nevertheless the love she feels brings them a little closer.

Interview Essay - Murray Meisels -- Interview Essays

Interview Essay - Murray Meisels Murray Meisels was born on April 19, 1924, in Brooklyn, New York. He grew up in New York City and came to California in 1941 to attend college at USC. After graduating from USC, he attended the University of Oregon Dental School and the University of Buffalo Dental School. Murray served in the military during WWII and the Korean War. In 1948, he married Francis and they made their home in Buffalo, New York. They raised two children, and Murray owned a dental practice for over 40 years. While raising a family and practicing dentistry, he completed a Masters degree and taught at the University of Buffalo Dental School. In 1991 Murray retired from private practice, but continued teaching part time at the dental school. During this time he and his wife spent winters in California. In 1996 they decided to make California their permanent home, and are very happy living here. They are proud parents and grandparents. Murray is very active and enjoys the Emeritus program, exercising regularly , stamp collecting, golf and craft works. He creates beautiful ceramic, glass and sculptured pieces. The key elements in Murray's definition of happiness are peace, quiet, a lack of arguing, good health, and security. His definition of happiness has changed through the years, and he finds himself content with allowing people and situations to be the way they are. He is happier when he doesn't let things bother him. He has learned over time not to worry and aggravate himself unnecessarily. Selfish and opinionated people used to bother him terribly and he felt the need to respond, argue, or simply avoid them. But now he can handle these types of situations without feeling stressed. Having too many requests at h... ...w and you'll see the results in your life." He feels that this advice is consistent with his philosophy on life. "I try to be fair and honest with everyone, sometimes to a fault. I like people to be honest and fair with me. I have always loved and done right by my family. I worked hard to do the best job that I could and I didn't take advantage of anyone in my practice." I truly enjoyed my time spent with Murray. Both he and his wife Francis graciously welcomed us into their home, and made us feel like familiar friends. It was wonderful to hear him share stories from his life and I thank him for his openness and honesty. His insights about the trials and tribulations of life were applicable to a person of any age. Many times over the last few weeks, I have found myself thinking about something that he said. Murray is truly full of life and has a lot of spirit! Interview Essay - Murray Meisels -- Interview Essays Interview Essay - Murray Meisels Murray Meisels was born on April 19, 1924, in Brooklyn, New York. He grew up in New York City and came to California in 1941 to attend college at USC. After graduating from USC, he attended the University of Oregon Dental School and the University of Buffalo Dental School. Murray served in the military during WWII and the Korean War. In 1948, he married Francis and they made their home in Buffalo, New York. They raised two children, and Murray owned a dental practice for over 40 years. While raising a family and practicing dentistry, he completed a Masters degree and taught at the University of Buffalo Dental School. In 1991 Murray retired from private practice, but continued teaching part time at the dental school. During this time he and his wife spent winters in California. In 1996 they decided to make California their permanent home, and are very happy living here. They are proud parents and grandparents. Murray is very active and enjoys the Emeritus program, exercising regularly , stamp collecting, golf and craft works. He creates beautiful ceramic, glass and sculptured pieces. The key elements in Murray's definition of happiness are peace, quiet, a lack of arguing, good health, and security. His definition of happiness has changed through the years, and he finds himself content with allowing people and situations to be the way they are. He is happier when he doesn't let things bother him. He has learned over time not to worry and aggravate himself unnecessarily. Selfish and opinionated people used to bother him terribly and he felt the need to respond, argue, or simply avoid them. But now he can handle these types of situations without feeling stressed. Having too many requests at h... ...w and you'll see the results in your life." He feels that this advice is consistent with his philosophy on life. "I try to be fair and honest with everyone, sometimes to a fault. I like people to be honest and fair with me. I have always loved and done right by my family. I worked hard to do the best job that I could and I didn't take advantage of anyone in my practice." I truly enjoyed my time spent with Murray. Both he and his wife Francis graciously welcomed us into their home, and made us feel like familiar friends. It was wonderful to hear him share stories from his life and I thank him for his openness and honesty. His insights about the trials and tribulations of life were applicable to a person of any age. Many times over the last few weeks, I have found myself thinking about something that he said. Murray is truly full of life and has a lot of spirit!

Is It Better to Study in Arts or Science Stream?

Question: Is it better to study in Arts or Science stream? Discuss Nowadays, the level of education is very important in an individual because the world is rapidly developing and required people to have high intellectual capabilities in order to cope with the development. Art and science streams are two fields that offer jobs in many countries in this world. People question that art stream people are usually better in social skill and they help a lot in boosting the economy of a country. Others, however, believes that science stream have more stable pay and contribute a lot in humanity apart from financial benefits. Firstly, people in art streams tend to socialize more with people as their field usually need them to work with other people in order to ensure the success of their career. Communication skill also can be developing as they communicate with others a lot. For instance, in business field, businessmen or businesswomen need to meet their clients to discuss about their business progress. This required them to have good communication skill to make sure the clients can have a clear view about the business in which they are working. Business professions also make the entrepreneur to meet new people and make friends with them as business professions requires them to explore a lot and not to do the office works only. This will open their mind towards new things that happen around the world. Next, the arts and creative industry has the potential of generating high income and making the Malaysian economy more dynamic or boost industry economy, whereby in 2008 from Malaysian statistics, it contributed RM 9. billion, besides providing many jobs available. Realizing the importance of this industry, the government has allocated millions for the Creative Industry Fund to finance activities like arts, film and drama production, music, animation, advertising and developing local content. The funding in the form of loans is managed by financial banking. The development of countries such as Singapore and even the US has been helped greatly by arts and creative industry to boost their economy. An additional point is that the influx of foreign investors can put pressure on services such as marketing, and these costs can be used to increase the production in arts and creative industry. Besides that, with participation of private companies, government linked companies and involvement of investors from many countries; it can ensure that the Malaysian creative product brand names are accepted in the local market and able to compete at the regional and international levels through continuous promotions. All these factors can result in boosted of economic for the government. On the other hand, science stream have variety scopes of learning such as the biology, chemistry, physical and many more. With this different kind of learning, the opportunity of jobs becomes wider. In comparison with the art stream, one with the knowledge of biological studies can even work in engineering field even though they are in different fields. Furthermore, jobs in this stream have more stable pay instead of the art stream. The definite example is the work of a doctor. They receive same payment for every month either they work for the whole month or simply for sometimes. They can also live their life happily without even worried about having shortness of money in this develop country. In addition, this field of study contributes to humanity in many ways. In medical field, the new discovery of various drugs and treatment methods helps to increase the lifespan of humans. Justice can be served through forensics as samples collected from the scene of crime can be traced to any perpetrators. Biotechnology and genetic engineering have the potential to make stem cells transplant a success in the near future. Engineering provides humans with the latest and trendiest technology with the aim of making life more comfortable. Last but not least, research by scientists help to confirm any suspected hypothesis such as gravity and effectiveness of antibiotics. There are equal advantages in studying arts and science field. Hence, this solely depends on different individual’s interest and attitude. One may argue that science stream provides a stable pay but if one is not interested in that field, it brings no meaning at all in studying that particular field. Likewise, if one is motivated and inspired to succeed, it does not matter which field he is studying because regardless of science or arts stream, as long as he is has the motivation and interest, he is bound to succeed. In a nutshell, interest and attitude play an important role in determining which field is more suitable for one’s choice of study.

Environmental impacts Essay

Environmental impacts of fuel utilization include critical issues such as resource and pollutant issues. The analysis on quantifying the extent should include greenhouse gas emissions and its effect to the environment. Worldwide, the demand for biofuels has been increasing dramatically. With the fast depleting fossil fuels, current initiatives to attain energy sufficiency and sustainability is being pursued with biofuels as one of the alternatives, Moreover, the utilization of alternative fuels is being proposed to address current environmental issues on global warming. Studies on biofuels, specifically bioethanol and biodiesel showed promising results in reducing GHG emissions and in turn create a positive impact on the environment. Given the increasing demand for biofuels, benefits brought about by its utilization is expected to be significant specifically on the reduction of greenhouse gas emissions. While there are issues on land use and energy balance for biofuels, extensive research should be conducted in order to identify the most viable biofuel feedstock as well as other aspects in its production and utilization. Introduction Biofuel refers to fuels made from biomass and primarily used for motive, thermal and power generation. The earliest experiences in combustion were with the utilization of solid biofuels for domestic needs. Later, liquid biofuels became equally valuable energy resources. Years before the discovery of petroleum, ethanol was already being used as lamp fuel. By 1860, distilleries in the United States of America produced at least 90 million gallons of alcohol per year for lighting. Vegetable oils were also found to be good home heating oils and engine fuels for stationary power systems. Rudolf Diesel has originally invented the diesel engine to run on vegetable oil specifically from peanut. Samuel Morey developed an engine that ran on ethanol and turpentine as early as 1826. Nikolaus Otto, the German inventor who is best known for his development of a modern internal combustion engine, used ethanol as the fuel in one of his engines in the year 1860. Henry Ford’s first automobile was fuelled by pure ethanol. He also fabricated the first flexible fuel vehicle (Model T in 1903) which is fuelled by either gasoline or ethanol or by a mixture of both. Cars and other vehicles, however, begun running on cheap crude oil or petroleum as soon as reserves were discovered in the United States of America. Nevertheless, biofuels remained important energy resources competing with imported oil in countries such as Germany and Great Britain up to the close of World War II. Biodiesel Biodiesel, classified as a renewable and biodegradable diesel fuel which is produced thru extraction of natural fats and oils. It can substantially reduce green house gas emission due to its low sulfur content. It is now commonly used in various parts of the world. Biodiesel can replace petroleum diesel in both the transport and non-transport applications. A shift in the utilization of alternative energy resources (including alternative fuels) will change the total demand for biodiesel as well as the level of utilization in specific applications. Bioethanol â€Å"Bioethanol is a high-octane, water-free alcohol produced from the fermentation of sugar or other converted biomass. In its purest form it is a colorless clear liquid with mild characteristic odor that boils at 78oC and freezes at 112oC† (www. doe. gov. ph). Ethanol burns more cleanly because it contains oxygen and has a high octane number, hence less carbon monoxide emissions and averts premature detonation. It burns slightly cooler, extending engine life, and promotes higher volumetric efficiency of the engine, thus, increases power. Adding ethanol to gasoline â€Å"oxygenates† the fuel so that it burns with less emissions. Most modern gasoline vehicles could operate on pure ethanol with a few basic engine modifications. â€Å"A 10% blend requires no engine modification while making a contribution to reducing emissions. Anything more than 10% requires engine modification† (www. doe. gov. ph). The other commercial blends are E15 (U. S. A. ), E20 (Brazil), E85 (Sweden and Minnesota), and E100 (used with 4% water in Brazil and Argentina). Fuel ethanol is primarily used for land transport as alternative to gasoline in spark-ignition engines. Other Biofuels The potentials of other alcohols such as methanol, propanol and butanol can be exhaustively explored for very specific future applications that can further increase the total amount of biofuel substitute to conventional fossil and fossil derived fuels. Methanol produced from biomass is not economically competitive at present. There is, however, an interesting possibility as alternative to hydrogen as fuel. Propanol and butanol can be produced by the action of microorganisms and enzymes. Butanol, particularly, is produced by fermentation in a process that can be modified for high net enegy gains. It has sufficiently similar characteristics with gasoline fuel such that there is high probability that it can be burned pure in existing commercial engines without modification and without any difficulty. There are other important biofuels such as biogas, charcoal, producer gas, etc. They can be processed and utilized in accordance with the provisions of existing laws, rules, regulations and standards. Studies are conducted in order that these important biofuels can be integrated into the biofuels program in a package for both energy and socio-economic objectives. Other First Generation Biofuels The most common First Generation Biofuel is biogas which is a product of anaerobic digestion of organic materials an example of which is methane from wastes. Both the gas and digestate can be used as fuel. The utilization is usually site specific because of the environmental implications of production. A number of big commercial farms are producing and using biogas from wastes for process heating and the generation of supplementary power. Another first generation biofuel is Charcoal which is the product of the carbonization of hydrocarbon materials including wastes. Producer gas is from the gasification of hydrocarbon feedstock. In the late seventies, this fuel was utilized as engine fuel. The gas was generated from small wood chips fed into a reactor mounted unto the vehicle. Second-generation Biofuels â€Å"Second generation biofuels are those from lignocellulosic biomass feedstock using advanced technical processes. Being currently developed are: BioHydrogen, Bio- dimethylether (Bio-DME), Biomethanol, dimethylfuran (DMF), High Temperature Upgrading (HTU) diesel, Fischer-Tropsch diesel, Mixed Alcohols† (http://www. export. gov). Biofuels, A Preferred Energy Source The earliest experiences in combustion were with the utilization of solid biofuels for domestic needs. Later, liquid biofuels became equally valuable energy resources. In the aftermath of the war, abundance of cheap crude oil from the Middle East brought about the reduced interest in biofuels. The oil crises of 1973 and 1979, however, brought about urgent need for extenders and substitutes, temporarily focusing attention on the indigenous and renewable biofuels. In view of the rising prices (Figure 1) as well as the uncertainty of supply of crude oil and the increasing greenhouse gas emissions, it is time for a major shift in the energy mix towards the use of cleaner indigenous renewable energy in the interest of energy security, the economy and the environment. The start of the present decade ushered in the realization that the era of cheap fossil fuels, particularly petroleum, is drawing to a close. Figure 2 shows the historical and projected petroleum contribution to the world energy mix. The rising oil prices shall persist not only because of depletion of reserves but also because of the continuing political instability in the Middle East. Developing countries shall soon find it difficult to compete for access. There is also the matter of worsening green house gas emissions from excessive burning of fossil fuels. Continuing dependence on crude oil, therefore, is disadvantageous in terms of national security, the economy and the environment. Figure 3 shows the projected greenhouse gases emissions from developed and developing countries based on historical human and natural emissions. In view of the rising prices as well as the uncertainty of supply of crude oil and the increasing greenhouse gas emissions, it is time for a major shift in the energy mix towards the use of cleaner indigenous renewable energy in the interest of energy security, the economy and the environment.