Argumentative Speech Essay

Argumentative Speech Freedom of Speech We all know what the general meaning of freedom of speech is. But let me tell you a deeper meaning of freedom of speech. Freedom of speech is the right, guaranteed by the First Amendment to the U.S. Constitution, to express beliefs and ideas without unwarranted government restriction. Speech is built in to our lives as a way to communicate with others. That’s why I believe everyone has the freedom and right to speak. Some nations still restrict the people’s right to speak. One of them is North Korea. North Korea is one of the 5 remaining countries that adopt the communist ideology. According to Wikipedia, anybody in North Korea who tries to speak to the public about the government will be sent to labor camps and be forced to work there. Worst case scenario, they get executed. North Korea is not the only country who does this. Myanmar, Nepal, and the rest of the communist countries do this as well. I believe this has to stop for all humans have the same rights and none of us are superior to anyone. It’s also a matter of honoring human rights. There has to be steps taken to ensure that freedom of speech is available to everyone. The first major movement in freedom of rights is the creation of the First Amendment. According to Wikipedia, the First Amendment prohibits the making of any law respecting an establishment of religion, impeding the free exercise of religion, abridging the freedom of speech, infringing on the freedom of the press, interfering with the right to peaceably assemble or prohibiting the petitioning for a governmental redress of grievances. It was adopted on December 15 1791 as one of the Ten Amendments. I believe that from that point on, freedom of speech has been more widespread and movements like that make the world a better place. Democratic countries are the perfect examples of a country that honors the freedom of speech. In a democratic country, the people are the rulers, and the freedom of speech is used by the people to make the country better. The freedom of speech has a significant impact in our social life. For example, without the freedom of speech, we wouldn’t be able to object to something that the people think doesn’t seem right. A few months ago, the workers in Jakarta asked for a minimum wage increase because of rising prices on goods. The workers are using their freedom of speech to express their thoughts to the government. The government finally increased the minimum wages. Another example is without freedom of speech, the government would control the people. The government would make rules that doesn’t honor human rights, like North Korea. I’m sure no one wants that to happen. Some might argue that there should be huge limits on freedom of speech. That freedom of speech should be limited to our society only and that freedom of speech does not cover the right to speak about the government. But think about it, if freedom of speech is limited, we won’t be able to change rules that are made by the government. We won’t be able to change what’s wrong with the rules. A good example is the US right now. Recently the US has been discovered to spy on US citizens and other countries through the internet. This was revealed by somebody who works inside that government. If freedom of speech didn’t exist, the US citizens would have never known that their government was spying on them. But because freedom of speech exists, we are able to know. Countries shouldn’t be able to limit our freedom to speech. We know now how important freedom of speech is. How crucial it is for every one of us. We all have the right to know, we all have the right to tell. We all have the right to protest if something is wrong in the government. We might feel offended by something someone says. We might also offend someone by something we say. But the world has decided that freedom of speech is important, and it has been shown by the creation of the First Amendment. No one should be able to restrict our minds and restrict our rights to speech. There has to be steps taken to ensure our freedom to speech. So far it has been good, but we need more progress. We need to speak out our thoughts. So far the US has been the country that pushes freedom of speech the most. We all have to follow their example and push the rights to speech. I wouldn’t even be talking here if freedom of speech didn’t exist.

Feasibility Report Guide Essay

Intro– Samsung Electronics is based in Seoul, South Korea and operates in 65 countries worldwide with 157,000 people working for the company. Samsung Electronics products include semiconductors, hard drives, digital displays, home electronics, mobile phones, and others. All Samsung products have the same tone when the device is turned on, so that customers can easily get used to them and this tone is mentioned when Samsung products are being advertised as well. â€Å"Smarter Life† theme was introduced recently in Samsung that is based on the innovative approach in improving the company’s current products, and introducing new products to the market. For instance, Android-based Samsung Galaxy Player 50 is to be introduced soon, containing a range of innovative features the product is expected to change the current media players’ market condition significantly SWOT Samsung– Samsung Strength as Becoming a world known brand (over 200 countries) R&D (investing on scientific talents) Innovation (new digital technology) Customization (new products every year) New allocation of marketing resources (M-Net). Samsung enjoys the widest range of product portfolio which includes : Mobile phones Tablet TV/Audio/Video,Camera,camcorder, Home appliance Pc‟s,Laptop, peripherals, printer, memory cards and Well diversified and differentiated product line toother accessories meet changing customer needs . Samsung electronics has 4business areas to cover customer electronics needs. Practice the good leadershipBrand value through multiple sponsorships High market share that continues to growtheory (Mobile Phones and Design with an attractive styling that interestsmemory chip)and LCD the customer, as the result of the development of Samsung‟s new products that involve team of product designers. product variation Samsung’s Opportunities unique products and existing products introduce userwith variety friendly mobile phones could launch sub brandsat affordable price. to the company. Samsung’s Opportunities O open more stores â€Å"Newmore customers O Launch creative products Technology,† â€Å"Innovative Products,† and â€Å"Creative Solutions. Weakness–Aver age pr i ces of pr oduct s seem t o bea l ow qual i t y pr oduct s-Not pr o-act i ve intro oduci ng a newpr oduct s. low cost competitors in China2. legal war between Samsung and its competitors such as Apple & nokia. Threads–Low-cost competitors Samsung is facing threats from many other low cost companies in China. While Samsung was busy competing with others, Huawei a company which focus on low cost products; is now a leader in fixed-line networks, mobile-telecommunications networks, and budget smart phones. Market share- Samsung Mobile eyeing 60% marketshare in India. The Indian mobile handset market is estimated to reach 251 million units in 2013, an increase of 13.5% over this year. The threat of potential new entrants (Low)- New entrants would have issues with overcoming patent issues if they didn’t plan on investing in their own R&D to create a unique product. These things together would require a new entrant to establish a competitive brand name while achieving economies of scale via investments in a supply chain process and developing a distribution infrastructure to remain competitive. The costs of accomplishing these things make a very strong barrier to entry. The threat of substitutes (High) Market share-Holding a revenue market share of 20.6%, Vodafone India is the country’s second largest telecom operator by revenue share after Bharti. Strengths: * Diversified geographical portfolio with strong mobile telecommunications operations in Europe, the Middle East, Africa, Asia Pacific and to some extent the US * Network infrastructure   * Leading presence in emerging markets such as India Weaknesses: * Little focus of impact of mobile on climate.   * Negative return on assets (ROA) under perform key competitors like AT&T, Airtel, Uninor etc * US business not nearly as strong as European/rest of the world operations * 80% of its business is generated in Europe. Opportunities: * Improve accessibility to wide range of customers * Focus on cost reductions improving returns * Majority stake in Hutchison Essar in India * Research and development of new mobile technologies Threats: * Highly competitive market * Still lags behind major competitors in the India and other countries. * Extremely high Porter’s five forces Buyer power The bargaining power of buyers in the telecommunications industry is high due to the cutthroat competition and lack of differentiated products. The strong buyer power effectively reduces the cost prices in the industry though not to the level of its competitors. As such, Vodafone will keep making reasonable profits compared to its competitors. Supplier power Vodafone’s suppliers have a high bargaining power since the company operates with greater margins compared to its competitors. As a leader in the market, the market share is large meaning that it can easily absorb any price increments from the suppliers more than its competitors can. As such, Vodafone can easily maintain low prices from its suppliers and continue making profits (MarketLine, 2012, p. 9). Threat of substitutes Vodafone faces a considerable threat for products and services. The landline and CDMA services are fast declining while broadband services are fast becoming common. Video conferencing, VOPI such as Skype, Google Talk and Yahoo Messenger, email and social networking have emerged as substitutes to mobile services. However, due to the strong buyer power and effective economies of scale, Vodafone does not need to pass down the costs attributed to substitution to consumers (MarketLine, 2012, p. 8). Threat of entrants The threat of fresh market entrants is low because of barriers to entry. Companies wishing to enter the market must pay huge licensing fees coupled by spectrum availability and regulatory issues attached to the industry. Similarly, the costs of setting up network infrastructure are high, and the rapidly changing technology make is difficult for new entrants to cope. However, Vodafone can cope with this by maintaining high-level efficiency of its services to unrivaled heights. Industry rivalry Vodafone faces extremely high rivalry from its competitors due to the low call rate prices charged by its closest competitors. Similarly, the competitors constantly provide innovative products and services to the customers, which mean that Vodafone has to provide the same to its customers. Vodafone PEST Analysis. PEST analysis is a strategic tool used to analyse external factors affecting the business and stands for political, economical social and technological factors. The main political factors affecting Vodafone include EU Roaming Regulation that aims to decrease charges for mobile phone usages Economical factors also affect Vodafone main of which are the growth of GDP and the level of inflation rate within markets where the company operates. Generally any external economic changes affecting Vodafone can be classified as external economic factors. There is a range of social factors as well that affect Vodafone. For instance, changing work patterns that are becoming very popular make people work from home increasingly relying in communication technologies. Also, there are issues like people going ‘green’ and ageing population in developed countries that are going to affect Vodafone directly or indirectly. The impact of technological factors on Vodafone is without any doubt due to the nature of the telecommunications industry. Specifically, a technological innovation in communications and emergence of alternative means of communication such as online chatting, and Yahoo! Messenger are going to affect Vodafone strategy in a way that the company is left with a choice of either to form strategic alliances with above companies or to commit to considerable amount of research and development in order to introduce innovative products and services to the market.

Advantage and Disadvantage of Living Abroad

Up to now there are more people living abroad. Some people live abroad to travel study or work. Living abroad has many advantages and disadvantages. The first advantage is easy to learn another language. This means if you are living abroad, you can learn another language. For example, your original language is Chinese, but now you living in America, you can learn English and speak it well. In addition, the second advantage is can know different culture. This means you can learn lots of knowledge and custom in that country.The final advantage is can make friend with people from different country. This means you can be happy with new friends. For instance, I study in Malaysia; I have friends from Japan, Korea, and Malaysia. Aside for the advantage, there are some disadvantages of living abroad. Firstly, you may not easily find a helper to help you if you are having a problem. Moreover, you will waste a lot of money on transportation. For example, take cab can cost you more than driving your own car.You need adapt to your new environment is also a disadvantage at living abroad. For example, you need to try to eat those indigenous foods though you don’t like it. At the end, living abroad also has many disadvantages. To sum up living abroad can be easy to learn another language, know different culture and make friends with people from different country. But also need to conquer those issue such as different environment, transportation and become more independent. So living abroad have many advantages and disadvantages.

The Concept of Human Relation Skills Essay Example | Topics and Well Written Essays - 500 words

The Concept of Human Relation Skills - Essay Example The school's management mentioned in the case studies were keen enough to ensure that the supervisors assigned to each school were able to illustrate effective human relation skills aspects (Wiles & Bondi, 2004). Concerning the case studies within our textbook, supervisors play an important role in the organization. This is because they are responsible for making sure that the duties, which are assigned to them by the higher-level managers, are carried out effectively with no delay. The responsibilities of the supervisors include giving the managers accurate and timely information that is required for planning as well as informing them of the performance of each department. The role of the supervisors is also to act as a form of bridge for passing information between the management and the employees (Wiles & Bondi, 2004). Therefore, the responsibilities of a supervisor in an organization need to be emphasized for better operational results. Being a supervisor is not an easy task because of the changes that are incorporated into the role. Based on the case studies, a supervisor is meant to carry out responsibilities that ensure the operations that are conducted in the organization are in line with the organizational goals. New supervisors are expected to apply more human relations as well as conceptual skills. They are also expected to look at the activities within the departments and devote a significant amount of time in planning. Another change that is quite evident is that once an individual becomes a supervisor the relationship that existed with the other employees’ changes based on the fact that he/she will be addressed as a member of the management.  

Godfrey Hounsfeild Essay Example | Topics and Well Written Essays - 500 words

Godfrey Hounsfeild - Essay Example Furthering his career, he was employed at the Central Research Laboratories of the Electronic and Music Industry spearheading the completion of "Britain's first large solid-state computer and eventually adapting that design for use in transistors." These experiences ushered him to the idea of building the CT scanner. During 1967, Hounsfield hit the idea of building a computer-assisted tomography (CT) scanner, a computer which will aid in the analysis of X-ray data. His invention surpassed the traditional X-ray by presenting a more accurate picture of any organ in the human body. His device "use information from many X-ray scans of the same area, taken at different angles, to generate a composite image." Furthermore, this new machine is more convenient for patients as they can comfortably lie on their back during the whole examination. The precision and sensitivity of the CT scan made it important in the diagnosis and treatment of nuerological disorder. The revolution in technology facilitates the invention of more advanced CT scanners which can build images in less than a second and allows better spiral scanning.

109SAM Essay Example | Topics and Well Written Essays - 1500 words

109SAM - Essay Example Research indicates that bureaucracy is one of the key indicators for a civilized society/ organisation (Flohr, 2010). Some of the merits of democracy include: it act as a tool for ensuring success and efficiency within an organisation. It furthers helps to coordinate different people to work together to achieve a common goals. In addition, bureaucracy helps to define roles that of each person in an organisation should execute. For example, some of the key roles hire include: finance role, managerial roles, human resource roles, accounting roles, legal roles, marketing roles to mention just but a few. In addition, less time is consumed in a bureaucratic structure because there are fewer consultations involved. Bureaucracy provides the top level managers with an opportunity to exercise greater control of organisation decision and strategies this further helps towards proper implementation of organisation decisions. Bureaucratic organisation structure tends to have a clear chain of comm and as well as define lines of reporting. Other merits of democracy may be observed from the government perspective. For example in case of a country, bureaucracy helps to protect it against external and internal aggression via establishment of central intelligence units and armed forces. In above connection, it helps to sustain a strong economy through the establishment of Export-Import bank, securities as well as protection of public goods (Media and Ingram, 2013). On the contrary, bureaucracy tends to have some disadvantage. Among disadvantages of bureaucracy include; it denies the participants an opportunity to think independently and hence, discouraging creativity and innovativeness. Bureaucracy tends to be so mechanistic and rigid; this discourages adaptability to contemporary market, legal and industrial changes. In addition, in a bureaucratic organisation, employee in lower levels of management tends to be less satisfied with the decisions made by top, management because the y are not involved in making those decisions and hence they tend to lack accountability in implementing those decisions. In addition, bureaucratic structures tend to be so much centralized rather than decentralized and hence making it difficult for people with a brilliant ideas to contribute. Bureaucratic organization denies employees morale due to repetitiveness in the nature of task undertaken. This it is rare for employees to shift from one job to the other. Additionally, bureaucracy may not be suitable for a small organisation because it. In a bureaucratic organisation there is usually an aspect of goal displacement as because instead of pursuing overall organisation objectives individuals tend to pursue their own goals and interest (Media and Ingram, 2013). There are various theories of bureaucracy for example, max Weber theory, monopolistic model and the theory of acquisitive. Marx Weber theory of democracy comprises of five characteristics that include: specialization, whereb y, employees should be allotted that task that they can do perfectly. The second characteristic involves division of labor; this implies that work should be divided into smaller and manageable task. The third characteristic entails hierarchical whereby, an organisation should have a clear chain of authority where employees can report to one senior. The fourth characteristic entails standardization of operating procedures. This involves explaining employees on how they are suppose to execute the task (Spark notes, 2013). PORTFOLIO ITEM 2: Culture Cultural awareness entails the ability to think not only about ourselves but

Potential Liability on Cross-site Scripting Essay

Potential Liability on Cross-site Scripting - Essay Example These high level management personalities of diverse disciplines, howsoever trustworthy, cannot digress from their own responsibilities to justifiably oversee such crucial and important functional branch as online security. The insurance industry has solid customer base and vast financial inputs. Online security must be exclusively handled by security experts just like operations, program development and network operations are handled by experts in these fields. Otherwise the industry could become an easy target of ceaseless and relentless attacks of malevolent hackers spread all over the globe. The managers of the three disciplines meet only twice annually as the security management committee to co-ordinate security developments and plans. This step-motherly treatment to security could prove to be counterproductive and expensive in the long run. Other potential liabilities the company needs to address are risks arising from high volume of online interactions and transactions with clients. When clients forget their username and/or password, they are required to answer a challenge question to retrieve the information by email. If anyone can forget username and/or password there is no guarantee they are likely to remember challenge questions and answers. Ideally, the company must provide clients with passwords. (Case Information) Recommendation on the immediate handling of the XSS threat to LIB The first and foremost action recommended is employ full time security consultant and fix responsibilities inclusive of the XSS threat to LIB. The immediate next step is to make clients aware of the XSS risk and educate them on the course of action they need to bear in mind and act upon whenever browsing LIB website. The operations manager, program development manager and network operations manager must continue to maintain vigilance in security matters and report unusual occurrences to the security department/consultant. These three management entities must coordinate with security on daily or at least on weekly basis. (The Cross Site Scripting (XSS) FAQ) Recommendations on improvement in the management of security at LIB Having a separate entity to handle online security issues at LIB is the ideal decision and the first step to address risks to the overall business. The company can further improve its online security concerns by maintaining high alert on offline areas as well. A systematic reward scheme must be put in place for those providing information and alerts on unusual online movements. The company must also have its own discreet methods to test its security system by using tactics such as sting operations periodically in top secrecy. The company must also keep itself abreast on hackers' modus operandi and the susceptibilities and vulnerabilities of the online insurance industry. As a standard measure, every company using online business systems and network will ostensibly possess security technologies applicable to its sphere of operation and guard the interests of its clients and its own by routing online communications by encrypting, scrambling and decoding

The managerment of breathlessness in patients with COPD Essay

The managerment of breathlessness in patients with COPD - Essay Example The crux of treatment of COPD is management of breathlessness which will be elaborated in this assignment. COPD is defined as "a disease state characterized by the presence of airflow obstruction due to chronic bronchitis or emphysema" (Sharma, 2006). Clinically, chronic bronchitis is defined as the presence of chronic cough with no other etiology and which is productive for at least 3 months during each of the two consecutive years. Emphysema is damage of the air spaces distal to the terminal bronchioles, the damage being irreversible, abnormal and associated with destruction of the air space walls with no obvious fibrosis (Fromer and Cooper, 2008). The global prevalence of COPD is about 7.5% of which 6.4% is due to chronic bronchitis and only 1.8% due to emphysema (Sharma, 2006). In adults above 40 years of age, the prevalence is estimated to be about 9-10% (Sharma, 2006). Men are most commonly affected by this disease. However, the incidence in women is increasing due to increased smoking (Sharma, 2006). COPD is associated with certain mortality and morbidity. The mortality rates in the world vary quite a lot and can be anywhere between 100- 400 deaths per 100,000 males (Sharma, 2006). The most common cause of COPD is cigarette smoking (Silvermann and Speizer, 1996). This condition affects about 15% of cigarette smokers (NICE, 2004). Other risk factors for the development of COPD are air pollution especially due to solid cooking fuels, presence of airway hyperresponsiveness (Sharma, 2006). The characteristic pathophysiological changes in COPD are seen in the central airways, the peripheral airways and also the lung parenchyma. Diverse mechanisms are implicated in the pathophysiology of COPD (Thurlbeck, 1990). Primary offenders like oxidative stress due to free radicals from cigarette smoke and oxidants from phagocytes and polymorphonuclear leukocytes trigger the release of

Cooperation is more important than competition Essay

Cooperation is more important than competition - Essay Example In cooperation, there is the collective role of achieving a goal for the benefit of everyone. Competition in businesses leads to the production of better products and services; however, it may lead to the collapse of one business, leaving the other one in the market. In personal development, cooperation is more preferable. It results in better individuals and better society as a whole. Teamwork is the major bearer of cooperation, in which the productivity of each individual is enhanced. The society today embraces competition, which is problematic, instead of embracing cooperation for positive individual and societal growth. Social conditioning is to blame for high competition in the world today. Schools teach students to compete academically, while in the business world, promotions and salary increments are offered on merit of improvements on performances, which is based on ranks. Big businesses, learning institutions, health care institutions, as well as parents still perpetuate the competition element, disregarding cooperation. None of them realizes the adverse effects competition has on the economy, as well as personal development of individuals. It is quite unfortunate that people are not taught cooperative skills at an early age. This has fostered a culture of competition in the society today. ... Besides, cooperation involves making other people better. This is because while cooperating, talented individuals uplift the less talented individuals. Cooperation in itself is fulfilling and therefore, individuals must adopt it. The skills of cooperation should be imparted in individuals when they are still in their early ages. This way, children grow up into adults who value and embrace cooperation. The process of life is all about relationships and interactions between different people. No man is an island, and therefore, each individual is guaranteed of these interactions. An individual’s life journey starting at their home, school, and workplace is about meeting people and living with them. A student cannot study on their own, an employee too cannot work alone, and neither can a person engage in leisure activities alone. Therefore, if individuals lack cooperation, they will live miserable lives, since they cannot harmoniously co-exist with others. Skills of cooperation mu st be inherent in people in order for them to face different situations life presents to them. Cooperation leads to development of the society. In cooperation, one plus one is larger than two, while in competition, it is a zero-sum game, where one wins, and another loses. A case in point is, if two companies are in a competition, one will definitely lose and maybe fall out of business, while the other remains stronger in the market. If this trend is popular in a country, the number of companies may drop, thus adversely affecting the country’s economy. On the other hand, if two companies decide to cooperate, this results in equal growth of the companies, as they will share improvement ideas. Alternatively, they may merge and form a bigger, stronger company.

Comparing Malcolm X and Dr. Martin Luther King, Jr Essay

Comparing Malcolm X and Dr. Martin Luther King, Jr - Essay Example This saying can easily be proven when we want to discuss two people who represented the same ideology in history such as Malcolm X and Dr. Martin Luther King, Jr., who both represented the liberation and freedom of the Black race in America. Indeed, as much as there were some aspects of similarities in the way they went about advocacy programs, there also exists so much lines of differences for what they lived for (Haberman, 1972). In this paper, Malcolm X is compared with Dr. Martin Luther King, Jr. to understand the various perspectives from which each of them approached the fight for the protection of human rights, which they both loved to do greatly. The perspectives from which the comparison shall be taken from are in the areas of political goals, economic issues, and strategic approaches. Political Goals Politically, it has been noted that both King and Malcolm were pressing to achieve the same goal, which was the goal of all inclusiveness in the running and administration of p ublic political office. It is not surprising therefore that at a time that not much of open air and public politicking was associated with acts of religiosity both men came out of their shelves to strongly campaign for political equableness (Malcolm, 1964). In line with the above, it can also be established that politically, both Malcolm and King had a goal of proving to the world that service to God could not be complete and appreciated if social and economic equality was not achieved for all people regardless of their racial background. This is because in their private practice as ministers of the Gospel, both men understood the oneness in God’s creation and view of humankind, where there was not supposed to be discrimination of people based on whether they were Jews or Gentiles (King, 1967). With this biblical understanding of the view of God about all men, the leaders wanted there to be a political reflection of such whereby people will not be judged based on the color of their skin but the content of their character as King declared. Economic Issues Economically, both Malcolm X and Dr. Martin Luther King, Jr. had a common goal of liberating the oppressed and abused American from poverty. This is because through words and deeds, Malcolm and King showed that they lived for an era and moment in time when the poverty that the various forms of discrimination had brought on people could be minimized (Haberman, 1972). However in terms of approach to economic issues, the two men have been identified to have had two contrasting perspectives and opinions as to how the approach should be. For instance it has been said that Malcolm had a realization that even though economic liberation and the eradication of poverty among the discriminated, such the African-American people was necessary, it was also very necessary that the African-American people built self-consciousness and pride for themselves (Malcolm, 1963). What this means is that Malcolm saw the answer t o economic liberation in the African-American people themselves, through their attitude towards self-consciousness, rather than through

West Side Story Essay Example for Free

West Side Story Essay Do you believe that everyone has a reason to hate someone or something just because of the way they look? May racism be the starting point to hatred? In â€Å"West Side Story†, author Irving Shulman gives us nothing but clues to these questions. The Sharks and the Jets are in a â€Å" turf † war. But two people, one from each side fall deeply in love. Irving Shulman writes how interracial relationships cause hate to increase in an instant and how racism leads up to hate. The story tells the reader how the Puerto Ricans and the Jets cause the world to shake because of racial prejudice. West Side Story† shows how racial prejudice and interracial relationships cause hate to grow. â€Å"West Side Story† shows hate between almost anyone and yet we have no answers on why people hate. After reading â€Å"West Side Story† it made me believe that racism caused by interracial relationships may be what causes hate in this story. In â€Å"West Side Story† two gangs, the Jets and the Puerto Ricans hate each other just because of the way they look, where they are from, and how they live. Racism is a big part in this story. The main part of hate came from an interracial relationship that began between a man of American descent and a Puerto Rican woman, which caused hate to grow between two gangs in the streets of New York. Racial prejudice was very bad in the time this story was written. Anyone can relate to racial remarks. This story truly shows how people used to be and how much the idea of interracial relationships happening changed. Now, it doesn’t matter if two people fall in love even though they are not from the same race. From this you can infer that racism might be what inaugurates hate. Racism might seem like just a word but it’s more powerful than just a word. It only leads to no good in â€Å"West Side Story†. Hate, what is the definition of hate? Everyone has a different perspective of it, but no one can really see what it can lead up to. I don’t understand why people hate for no reason. I think that they are influenced by what they see. Racism is a terrible thing in this story. It makes hate grow a thousand times bigger and causes a huge impact in others’ lifes. Throughout the story there was a part where both gangs went to a dance and one of the gangs were dancing on the contrary side of the building so they wouldn’t mix with the other race. This shows some sort of proof of how both gangs show hate towards one another. Even those that weren’t in any of the gang’s side were involved in discrimination against the other race because they were following what the others were doing. This made me think about how racism begins. It can be caused by those around you, which might be the influence. Racism is an organization in our country. It has existed since our country’s beginning, and there is not much that anyone can do to stop it but ignore it. Anywhere and everywhere you go, there will be someone different but this doesn’t mean you have to hate or criticize those who are different. Towards the ending of â€Å"West Side Story†, the unexpected happened. There was a death and I can conclude that hate and racism were the leading products to this horrific tragedy. For example, Tony had died and Maria was devastated without him. These violent delights have violent ends. Maria had then realized what had killed him and said, We all killed him I can kill now because I hate now. This shows how the racism and hatred of the two gangs lead to event of Tony’s death. People have to understand that love happens. It doesn’t make sense how some people despise the love that happens between two races. It doesn’t matter if both of the people are from a different race. You can’t keep hating on interracial relationships your entire life and being racist against them. Because like this story much of your hatred and racism can lead onto a terrible catastrophic event such as the deaths that happened in â€Å"West Side Story†. Everyone needs to understand that racism isn’t a pretty thing to live with and it’s as bad as hating someone without a purpose. Even if you had a purpose, hate is an evil and powerful thing that can control someone’s mind and influence others. Not only Tony had died in this story but Bernardo, Maria’s brother died too. That is how hate influenced Maria’s supposed to be husband to murder Tony. This interracial relationship caused hates to grow in everyone’s eyes and no one refused to let go of on whose fault it was. It led on, to bigger tragedies. To conclude, the hate that goes towards interracial relationships and racist remarks cause hate to expand in â€Å"West. My final thoughts for this story are that hate and racial prejudice remarks are not the way to situate things, because all they do is hurt others. I want the world to love everyone for who they are. Nothing makes sense anymore, because many are being influenced by hate. How can someone hate two that fell in love? In my opinion the definition for hate is death, because I feel that hate will always lead up to death. You will end up alone in life. Racism is a synonym for hate and even though we can’t do anything about racism we should at least try not to influence it. â€Å"West Side Story† made me think twice about life and that everyone is different and yet equal in the same way, we are all human beings. As I stated earlier racism and interracial relationships cause hate to grow in this world and should be avoided everyday. The world isn’t perfect but we can at least try to make it perfect.

Re-Made in Japan by Joseph Jay Tobin Essay Example for Free

Re-Made in Japan by Joseph Jay Tobin Essay Re-Made in Japan, edited by Joseph Jay Tobin, is a collection of essays which study Japan’s post-World War II consumption habits and is predicated on the idea that if â€Å"in Japan students study hard and workers work hard, it is equally true that pleasure seekers play hard and consumers consume hard† (Tobin, 1992, p. 1).   In addition, the authors in this volume argue that Japanese consumerism borrows a great deal from the West but has given Western items and practices uniquely Japanese meanings, creating something both exotic and familiar.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Tobin, who received his doctorate in education from the University of Chicago and currently teaches at Arizona State University, specializes in the study of Japanese culture, ethnography, and the media’s effects (National Academy of Sciences).   The book draws on each of these by examining how the Japanese, a nation well-known for its ability to borrow from other cultures, has borrowed Western consumption habits but is not simply aping the West.   In addition, his contributors include a number of   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Tobin argues against the widely-spread misconception that the Japanese can only imitate and lack the ability to create, maintaining that â€Å"the Japanese [are] engaged in an ongoing creative synthesis of the exotic with the familiar, the foreign with the domestic, the modern with the traditional, the Western with the Japanese† (Tobin, 1992, p. 4).   In the process, Western cultural artifacts and habits have had their meanings changed into something uniquely Japanese, demonstrating their active engagement with the West instead of passive acceptance of imposed ways.   Consumption, Tobin implies, is as important as production in shaping national identity, and Japan’s habits have made it more dominant than submissive.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The work also attacks the myth of cultural purity and authenticity, which includes the manufacturing of â€Å"authentic† goods, rituals, and notions of history and community.   To its credit, the book makes a concerted effort to avoid portraying the Japanese as a monolith.   The thirteen authors here study both urban and rural Japanese, as well as questions of class and gender.   Though Tobin concedes that many of the volume’s observations are truer of Tokyo than of Japan’s smaller cities and countryside, he shows that similar trends pervade the entire nation, though they manifest more intensely in the capital.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The book’s essays are all intriguing, though they vary in terms of how germane they are to the subjects Tobin addresses in his introduction.   Millie Creighton’s essay explores the manufacture and sale of â€Å"Japaneseness,† promoted mainly by the depato (department store, itself a Western import).   These large stores fit Japan’s sense of hierarchy and are a major conduit for Western goods, though they also promote education and a sense of Japanese values. She writes: â€Å"Depato, long brokers of Western goods and customs, now also play the reverse role of re-educating a westernized consuming public of their own cultural heritage, real or imagined† (Tobin, 1992, p. 54).   Also, James Stanlaw’s essay â€Å"For Beautiful Human Life† studies the large number of loanwords (nearly five thousand, mainly English-derived) in the contemporary Japanese vocabulary, most of which refer to material objects or goods largely unfamiliar to pre-war Japan (Tobin, 1992, p. 61) and examines the process of how the Japanese have altered those words’ meanings beyond their original definitions, showing how the cultural interaction was not wholly one-sided.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Scott Clark’s chapter on the Japanese bath – a traditional cultural practice which is now high-tech, with programmable water faucets and other accoutrements – also offers a good example of how foreign imports have been assimilated.   More importantly, Clark studies how this traditional practice has been brought into modern consumer culture because it has assumed meaning as a self-identifier and status symbol among consumers.   Even a high-tech bathing space can feel â€Å"traditional,† says Clark, showing how moderns’ sense of tradition is fluid and views tradition through contemporary lenses. In addition, many affluent Japanese patronized public bathing houses (though they have full bathrooms at home) because bath houses have become a consumer item rife with connotations of high status, good taste, and community through sharing Japanese tradition.   Clark comments, â€Å"Bathing in Japan is, of course, much more than its mere material manifestations.   It involves notions of status, purity, cleanliness, and bonding through naked association. . . . [If this] is neglected, members begin to feel that something important us lacking from the communal relationship† (Tobin, 1992, p. 102).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Nancy Rosenberger’s essay demonstrates the relationship between gender and consumption of Western goods, which in Japan is a sort of code attesting to one’s affluence, status, and good taste, as well as the quality of one’s family.   As she explains, magazine advertisements targeting Japanese housewives â€Å"link Western interior design with Western-style relationships. . . . In the housewives competition, the ultimate goal is the establishment of a feeling of ‘our house’† (Tobin, 1992, p. 113).   Basically, she claims, Western design means a better family because it connotes closeness and emotional stability.   Also, she adds, â€Å"Decorating allows a woman to express the whims of her ‘spirit, just as she is’† (Tobin, 1992, p. 114).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Perhaps the strongest and most intriguing essay in this volume is Mary Yoko Brannen’s â€Å"Bwana Mickey,† which uses Tokyo Disneyland as evidence that the Japanese, instead of subserviently borrowing Western culture without question or criticism, approach it shrewdly and treat it in a somewhat bemused, even condescending fashion.   A near-identical copy of the southern California original, the park is not an example of the supposedly uncritical Japanese fascination with the West (indeed, the entire volume argues against that notion). Instead, Japanese visitors display their own sort of cultural imperialism, treating it as a quaint form of exotica, much like ethnic displays at world’s fairs a century ago treated people of color.   Brannan claims, The Japanese view the Other dualistically: positive responses include everything from respect to condescending appreciation; negative responses range from ridicule to outright omission† Tobin, 1992, p. 227).   One sees a tradition of Western thought turned on its head, with the Japanese retaining their cultural sensibilities and viewing this American import not with wide-eyed awe, but as a form of quaint American campiness.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Other essays work less effectively though they make for interesting reading.   For example, William Kelly’s essay â€Å"Tractors, Television, and Telephones† is an interesting look at how those three inventions have altered rural Japanese life.   While it explains the transforming effect on Japan’s countryside, it overlooks larger questions of consumption and cultural mingling and lacks a dynamic connection to Tobin’s arguments and to other essays in the book. Similarly, Diana Bethel’s chapter on homes for the elderly is a well-written piece of scholarship, but it seems out of place here as well.   Dealing primarily with socialization patterns among residents of convalescent homes, the essay focuses more on their patterns of adaptation to structured living, as well as how men and women each claim and define physical space, while consumption habits are somewhat peripheral and not related to Japan’s synthesis of foreign goods and habits.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Though not every work in this volume is equally effective, Re-Made in Japan is a useful work of cultural anthropology which studies cultural dialogue and synthesis.   It shows how cultural change is a dialogue, in which even seemingly subordinate recipients of foreign cultural artifacts and practices apply their own sensibilities and selectively incorporate certain things into their own cultures, transforming the imports into something â€Å"native.†Ã‚   For students of anthropology and cultural studies, this work has considerable value by providing models for studying the process of culture and the very nature of what makes something â€Å"authentic.† WORKS CITED National Academy of Sciences (2006).   Joseph Tobin Biography.   Retrieved 22 June 2006 from http://www7.nationalacademies.org/core/Joseph_Tobin_Bio.html. Tobin, J.J. (Ed.). (1992).   Re-Made in Japan.   New Haven: Yale University Press.

Importance Of CRM For HDFC Bank

Importance Of CRM For HDFC Bank The aim of this dissertation was to examine the importance of CRM for HDFC Bank. To achieve this aim, following objectives were set: To analyze the effectiveness and efficiency of CRM services provided by the HDFC Bank, to examine the effects of CRM on business performance and operational effectiveness and to evaluate the improvements in customer service due to it, to assess the awareness of the bank employees to the concept of CRM and its benefits for the organization, to determine the extent of customer satisfaction level by conducting interviews, distributing questionnaire and carrying out a survey in HDFC Bank, to gather relevant data and critically analyzing it using a vast variety of sources and research tools. The chapter encompass the analysis and evaluation of the data collected via different research methods and includes both quantitative and qualitative measures taken into account and discussed upon. The researcher presented much of the quantitative data into graphs so tha t it could easily be understood. As discussed in the last chapter, interviews were conducted from branch manager and two of the middle line managers. Survey was conducted from randomly selected 80 (+3 later) customers to gain their views; along with it, short questionnaires were also distributed to randomly chosen 30 bank employees to take into account their perspectives about the adaption and use of CRM in the bank. Interviews were purposely kept informal and qualitative data was collected about the banks strategy, plan, objectives and actions taken regarding the adaption and use of CRM system and applications. In the interviews, the researcher inquired about many other things which are discussed in the qualitative analysis below. The survey from employees was mainly concerning the effects of CRM on their performance and how it affected their day to day bank functions and operations. Questionnaires from customers included their perceptions about the bank services and whether those improved. The data gathered by interviews provided helpful information about the bank strategic plans and policies and gave insight into the banking operations. It also provided information on customer relation management systems, infrastructure of information and technology, and its effects on the employee performance, customer satisfaction, increased sales targeting, and over all culture of the organization, etc. The objective of the interviews was to have the complete picture of what the aims of the management were and to evaluate the efficiency and effectiveness of the CRM systems. The researcher analysed the current situation of the CRM and how effective it was and in line with the IT services and if it supported the business strategy keeping in view the future developments and enhancements in IT. The rate of response from employees and customers was 100% though some customers and employees left very few questions unanswered. The researcher realized the weakness of research validity because it was hard to grasp real feeling of respondents in terms of such contrasts as satisfied/dissatisfied, agree/disagree, etc. Nonetheless, an effort was made to ensure the questions appear to be measuring all important aspects of the construct and results of questionnaires are consistent with results of established measures. In order to gather more reliable and valid data, the researcher also conducted short interviews from some of the employees and customers. These were not pre-planned but helped a lot in explaining the answers in details. The researcher also ensured that interviews and questionnaires follow a specific pattern. The findings are reported below and separate analysis is provided for managers interviews, employees questionnaire and customers questionnaire. Appendix is provided on a separate sheet which contains copies of employees questionnaire, customers questionnaire, and the copy of questions that were asked during the interviews with the manager. It is very important to mention here that the researcher undertook pilot study before the actual commencement of the research. It was a feasibly a very small experiment to test logistics and collect data prior to the greater research in order to improve the quality and efficiency of the questions asked in the interviews and questionnaires. It was important to test the questions designed in the questionnaires before they are actually used in the research in order to determine whether they are conducive towards the research and would pose no problems for the respondent and experts should be consulted to comment on the suitability of the questions and this is regarded as pilot study. The branch manager was approached and informal meeting was held. The researcher asked few short questions (similar to the questions asked in later study but in details). The manager also helped me ask few simple questions from 5 of the employees to test my questionnaire and reveal any deficiency in the desi gn of the proposed experiment. Although it provided limited information but it proved vital for the severity of the proposed procedures. All the information gathered in addition to review of banks own research questions were incorporated into the main study design. However pilot study did not lead to modification of any pre-planned research process. The differences of results from main research were discussed in summary in following sections. 4.2. Qualitative Research Discussion The researcher conducted one pilot interview with branch manager first. After finalising the questions, another formal interview was taken. There were almost same responses in both occasions. Two of the middle line managers were asked for their time for interviews and luckily single interview was taken from both managers. Interview 1 is from branch manager and interview 2 is from line/operational managers. Senior manager was asked questions about overall bank performance and importance of CRM while managers at mid-level were enquired on matters regarding operational functions. Questions asked from senior managers include: How does CRM impact companys performance both directly and indirectly? What is the evidence that CRM improves customer services? What type of CRM software and applications does the bank use? Do you have any CRM implementation policy? How important is CRM requirement in strategic planning? What is your opinion about the use of CRM in the bank? What role does manageme nt and employees play in successful implementation of CRM? Please discuss on future CRM plans? Questions put forward to operational managers include: What are the factors influencing and encouraging the use of CRM? What are the benefits and limitations of CRM for the company? What are the problems encountered by the company in adapting and implementing CRM systems? How do employees respond to CRM? How do customers respond to CRM? What are the operational planning activities CRM provide the bank? How do CRM systems add value on financial packages and services? How CRM does contribute to customer satisfaction and retention? Is CRM proven way of managing customer information? Does CRM assure customer responses? In what ways do CRM contribute to customers loyalty? Does the implementation of CRM affect the company-customer relationship? What are the most important factors influencing CRM in company? Are you satisfied with the adaption and use of CRM? Interview 1: The bank manager in his interview explained that the changing banking environment has affected the way Indian banks used to operate and function. Intense competition, environmental factors such as legal and social, and the ever updating norms of the financial institutions has and impact on the banks to adapt and adjust accordingly and to amend their policies and procedures. He believes that marketing and technology play crucial role for banks as they are the institutions that provide direct services to its clients, therefore HDFC Bank recognises this as stated by branchs managers own words, à ¢Ã¢â€š ¬Ã…“The Bank understands the significance of the role of technology and marketing for improving customer relations and services especially in the intensely competitive and changing Indian banking sectorà ¢Ã¢â€š ¬?. When enquired about the need for CRM, the manager responded that à ¢Ã¢â€š ¬Ã…“The bank needs to maintain data and information about its clients, and must have a system t hat could help the bank improve its customer services; therefore it must have basic CRM technology to track and serve the customersà ¢Ã¢â€š ¬?. This led to adaption of latest CRM technologies and processes. Bank manager, in the interview explained that à ¢Ã¢â€š ¬Ã…“The bank needed to adapt CRM in order to increase profitability by reducing operational costs in serving the customersà ¢Ã¢â€š ¬?. According to his belief, à ¢Ã¢â€š ¬Ã…“HDFC Bank had been facing traditional problems of lack of modern delivery and marketing techniques in current fast emerging digital economyà ¢Ã¢â€š ¬?. The Bank constantly searched for means to improve their service and to increase customer base. CRM provided the opportunity for the bank as it brought together relationship of IT and marketing strategies to create profitable and long term relationships with clients. When further questioned about why the bank adapted the CRM policy and procedures, the managers replied, à ¢Ã¢â€š ¬Ã…“Satisfying our clients needs was our major focus and was an important factor in implementing our CRM initiative. Some customers demanded the improvement in our approach to managing customer relationships which assisted us deciding to adopt and implement CRM programs capabilitiesà ¢Ã¢â€š ¬?. To meet the needs of the customers, HDFC Bank timely started to focus on developing a customer relationship management (CRM) system. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that has characterized the whole CRM development. The project has promoted a massive involvement of suggestions from clients, employees and other stakeholders. Strategic plan was developed and targets were set. The management developed the CRM infrastructure and adapted latest CRM procedures. When asked if the bank has any CRM implementation policy, the management answered that à ¢Ã¢â€š ¬Ã…“HDFC Bank has a central policy of using CRM within all its branches which controls all the CRM procedures. The Bank has incorporated the CRM policies into its strategic vision and mission statementsà ¢Ã¢â€š ¬?. Although the manager didnt give exact figures on how the bank specifically the main branch has spent on CRM implementation and introduction of new systems but they agree that the bank devote considerable amount of resources to manage CRM. The bank realizes that it is vital that its CRM applications and systems are supported and controlled by qualified and experienced managers. For this reason, all the managers are trained and experienced to bring together professional staff, encouraging communication and coordination among them, promoting team work and instructing ways in quality service and ensure that CRM systems work efficiently. When enquired whether the bank has any evaluation and appraisal in place, the manager responded that à ¢Ã¢â€š ¬Ã…“The bank has developed a mechanism to check whether CRM is effectively in good useà ¢Ã¢â€š ¬?. The managers ensure that regular feedback system to consider perspective of the management, employee participation perspective and customer experience perspective. According to the branch manager, à ¢Ã¢â€š ¬Ã…“The bank generated better than expected outcomes. CRM has positively influenced every banking function and operationà ¢Ã¢â€š ¬?. The manager believes that the bank now provides better and improved banking services. Its operating efficiently and management and employees work more effectively. The speed of the work has improved due to CRM adaption. CRM has helped the bank to target the strategies for better customer services. It has also assisted in facilitating customer service which resulted in satisfied customers and profitable business. The adaption and implementation of CRM by the bank has resulted in improved performance and profitability. Interview 2: Both the middle line managers were questioned about the operational activities of the bank and how the adaption of CRM technology and implementation of CRM processes and procedures has influenced the banking activities. The managers were in charge of the implementation after the senior manager set the strategic plan. They were very much aware of the involvement of bank staff if the CRM adaption was to be successful. One of the managers during the interview discussed that à ¢Ã¢â€š ¬Ã…“The major decision they tool to successfully adapt the CRM within the bank environment was to empower its employees in decision makingà ¢Ã¢â€š ¬?. The management realized that CRM adaption requires the well trained, educated and experienced staff to work on it. They are theoretically and practically trained on how to utilize latest CRM system and applications. The managers explained that à ¢Ã¢â€š ¬Ã…“The Employees are given access to customer database so that they can make on the spot and efficien t decisions. They are also empowered to resolve small customer issues themselves, though major complaints are still dealt centrally by the senior management. Employees are also involved in searching, adapting and evaluating CRM needs for the bank. The management emphasises greatly on availability of latest and advanced information and communication technology to its staff and takes extra measures to ensure this happensà ¢Ã¢â€š ¬? The managers were also responsible for planning, sorting, reviewing and monitoring work of the employees. The managers believe that the bank now provides better and improved banking services. According to their belief, employees work more enthusiastically, are well motivated and are satisfied with their roles and responsibilities. The managers think that bank processes such as sales and marketing works more efficiently. Due to CRM, the bank can access a wide variety of sources for required information, ideas and experiences. Employees work more effectively by reducing repetitive tasks, decreasing costs, and minimizing risks. They can deal with customer enquiries without any difficulty and resolve many issues on the spot. Another benefit that the bank has received is increase in speed and reliability of banking functions/transactions. CRM has helped the bank to target the strategies for better customer services. It has also assisted in facilitating customer service which resulted in satisfied customers and profitable business. The adaption and implementation of CRM by the bank has resulted in improved performance and profitability. The managers also stated that operational inefficiencies have reduced and few resources are being wasted. CRM also helped developed new incentives for clients by searching their data and records which are collected by latest systems and applications. The most important impact of CRM on bank as felt by managers is the creation of climate of trust that helped in customer loyalty and retention. The management is completely satisfied with the results of CRM use in the bank. Their future plan is simple and that is continuing with the current policy. They understand that CRM technologies rapidly change. It is hard to forecast where CRM technology will be in the next few years. According to the words of the Branch manager, à ¢Ã¢â€š ¬Ã…“We are often one of the first in our industry to detect technological developments that may potentially affect our business. We generally respond very quickly to technological changes in our environmentà ¢Ã¢â€š ¬?. The management ensure that staff maintains close relations with bank clients. The managers recognise the basic value of the bank and that includes learning as a key to improvement. They believe that they have common language to deal with CRM issues and have a clear division of roles and responsibilities to implement or update CRM. They also think that they have necessary skills and technical competence to absorb the new CRM systems processes, tools and applications. The management agrees unanimously that bank uses CRM to drives profitability, cut costs, reduces risks and improves customer service. The management finds it challenging to ensure clients prefer their services over that of others. The managers believe that the key to develop a close customer relationship and nurture it is to appreciate the needs and cater the requirements of the customers. The bank uses CRM technology to analyze the customer needs and to ensure customer satisfaction. The use of CRM in the bank has become crucial with aggressive strategies employed to gain and retain customers, which has resulted in the adoption of various CRM initiatives to enable the bank to achieve its objectives. The management realized to build a close relationship between IT and marketing aspects of CRM to develop lasting client retention. In summary by introducing and adapting the latest CRM methods, techniques, applications and systems, banks can provide be tter customer service, increase customer revenues, discover new customers, sell products more effectively, help sales staff close deals faster, make call centres more efficient, simplify marketing and sales processes. 4.3.1. Quantitative Findings (Employees) What is your opinion about the use of CRM in the bank? Strongly Agree Agree Neutral Disagree Enables cost reduction 7% 28% 48% 17% Improves efficiency 22% 29% 26% 23% Reduces time 43% 25% 22% 10% Improves communication 65% 16% 16% 3% Avoids redundancy 62% 24% 10% 4% Better customer relationship 81% 15% 3% 1% Enables market research 38% 33% 20% 9% Provides customer information 89% 7% 4% 0% A huge majority (89%) agree that by using CRM, employees can have access to customer information. Majority of the employees (71%) believe that CRM system and applications help in carrying out market research easily. Almost all (96%) of employees agree that CRM help in improving and maintaining better customer relationship management. 81% of them agree that communication among employees and with customers improve due to use of CRM. 86% agree to the notion that it reduces the work to be repeated and minimizes mistakes. Half of the employees (51%) said that CRM improves bank efficiency and only 38% answered positively that it enables in cost reduction. Half of the employees stayed neutral to this question. Please comment on the importance of CRM for employees? 64% of the employees strongly believe that adaption and use of CRM for bank is very important. Other 27% also agree and consider it important while only 9% consider its importance average. None responded negatively. Are you satisfied with the use of CRM in the bank? 60% of the respondents stated that they are satisfied with the use of CRM in their bank, 21% are on the view that they are neither satisfied nor dissatisfied while 19% showed their dissatisfaction. Please express your views on the reliability of CRM software and applications? Only 41% of the employees consider the CRM system and applications used in the bank as reliable. 50% are neutral and remaining 9% consider CRM unreliable. 4.3.2. Quantitative Findings (Customers) Please tell if you are you satisfied with the service quality? 87% of the customers are satisfied with the bank services and approved the quality of services provided by the bank. Only a small minority of 3% noted their dissatisfaction. Do you agree that there is sufficient staff-customer communication? 36% of customers believe that there is sufficient communication between employees and customers, 46% are neutral and remaining 18% hinted their disagreement. How do you find the communication between bank staff and customers? 3/4th of the customers asked find the communication good and better and only 12% think that it still can be improved. The other 12% stated the poor communication between bank and them. How do you find friendliness and helpfulness of the staff service? Majority (79%) of the customers consider the staff friendliness and helpfulness as good and excellent. 10% rated it as average and 11% rated it as poor. Please rate your satisfaction level in regards to steps taken by the bank in delivering the services? Third fourth (76%) of the surveyed customers responded positively to this question and agree that bank has improved its services very well. On a scale of 1 (dissatisfied) to 5 (satisfied), how would you rate your level of satisfaction in regards to service value? Only 14% of the customers are placed in the dissatisfaction zone 2/3rd are satisfied with the value of the bank service they receive. Are you satisfied with the banks response to your queries? 1/3rd of the customers pointed out their dissatisfaction with the bank response to their issues and 60% answered their satisfaction to this matter. How do you view timeliness and quality of response? 71% of the customers positively view the timeliness and quality of steps taken by bank to resolve their queries. 1/4th consider it as lacking in quality. Do you agree that customer service has improved? 100% Agree How would you rate the overall quality of your relationship with bank, considering all of your experiences with them? 76% responses are positive and only 6% answers are negative on rating the overall quality of their relationship with the bank. 4.4.1. Employees Questionnaire Discussion Adaption and use of CRM by HDFC could have been effective only with the support and cooperation of bank staff. Management recognised this and took the appropriate steps as explained in the interview analysis. Even the bank employees realized that their support was crucial if the new system and application had to work because they are the persons that interact with customers directly and this interaction greatly influences the relationship of the bank with customers. Successful adaption was only possible in HDFC Bank if employees were motivated and enthusiastic to cooperate with the CRM processes. The employees were properly trained to use the system and CRM tools to improve the bank services. It was very important for the researcher to take employees views in this dissertation, because their perceptions, perspectives morale, skills, experience and satisfaction all influence the work performance and consequently bank performance. These factors are affected by sudden change in the organization specifically if it is technology related. In the survey results, bank employees in general showed satisfaction towards the CRM use within the bank environment. Majority of them agree that new ICT tools for CRM system and applications have helped improve their communication within the bank with colleagues and managers, and externally with customers. When asked by the researcher about the problem of repeating tasks, they collectively replied that this issue has been reduced to minimum due to CRM in bank. Employees can access the database where all the information of specific client is provided, just enter the reference or other details, and the information comes in front of them. This h as helped a lot in risk reduction, quality work in less time and effective performance. Employees believe that customers feel satisfied with the service they provide. Two third of the surveyed employees believe that CRM utilities are very important for their performance and they are completely satisfied with the use of CRM technology and procedures. However many employees have concerns for its reliability and they feel that they have to constantly update their knowledge of its use as the technology changes rapidly. Overall the employees responses were positive as they expect more benefits with little or no limitations in the use of CRM to improve bank performance and services. They have used the new technology, process, procedures, tools and systems related to CRM and they believe that CRM is essential for Bank for current and future use as it directly and/or indirectly affects their performance that in turn improves bank performance as employees provide quality services. 4.4.2. Customers Questionnaire Discussion Banks understand that customer satisfaction is an important variable in order to retain the existing clients or gain the new ones. Poor customer satisfaction leads to a decline in customer loyalty, and given the extended offerings from the competitors, customers easily switch banks. HDFC understands the importance of customer satisfaction and value the customer relationships. CRM was introduced to improve customer services and relationships with customers. The information gathered by the bank management reveals that customers are generally satisfied with the services provided by the bank. The following analysis is the assessment and measurement by the researcher. This research is directed to find the perceptions of the customers towards services provided by HDFC bank and whether these are improved. The researcher tried to describe the research motives behind the findings through this questionnaire. The main aim was to gain the customers impression and assess the efficiency of the CRM system, technology, processes and applications applied by the bank. The researcher attempted to gauge how well CRM influenced the services. Vast majority of the customers disclosed their satisfaction on the bank services. Although the figure remained the same if compared with the survey conducted by the bank few months ago but almost all the customers agreed that the bank service has improved ever since. When asked about the communication process between them and the bank, the reply was not encouraging as many customers feel that this area still needs to be improved. Most customers want face to face interaction and require the bank to provide services for longer hours. If compared with the previous data collected, this survey suggests that communication has improved mainly due to telephone service for minor complaints and information. Although it is good but cannot be considered sufficient. When enquired about the friendliness and helpfulness of the bank staff, many customers respo nded that employees provide good service with better attitude than before. They tend to their issues with sympathy and try to resolve the queries professionally and effectively. They admire that the bank is working hard to train its employees in skills for improved customer service. They also appreciate the introduction of CRM processes that led to improvement in all areas. 4.5. Importance of CRM for Bank in Summary The results generated from the interviews and surveys conclude that CRM has had a very positive effect on the bank performance. It not only helped employees learn and improve but also influenced their morale and motivation. This has an indirect effect on the way bank serve its customers. By adapting CRM processes, the bank has provided its customers with satisfactory services which increased customer loyalty and helped build better relations. CRM has an impact on every bank operation and function. CRM has guided bank to induct latest technological system and application to collect, analyse and use customer information effectively and efficiently run the day to day operations of the bank. CRM has provided a means to better communication and coordination of employees with customers. Other benefits that have been gained include reduction in cost, speedy transactions, reliable flow of information. The bank has achieved the overall objectives of using technology to organize, automate, and synchronize business processes with the implementation of CRM and has been successful in finding, attracting, and wining new clients, and reducing the costs of marketing and client service. The bank realizes the importance of CRM todays competitive environment that it considers it as an integral part of its strategic business plan. CRM integrated approach makes all the difference to satisfying customers, retaining their loyalty, providing added value and generating growth. In fact, CRM might be the difference between the bank to flourish and failure to survive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 5: Conclusion Recommendations 5.1. Research Summary Customer Relationship Management (CRM) is an organizational strategy that can assist a bank to build lasting relationship with its clients and improve its performance by increasing revenue and productivity. CRM in the banking industry is of great importance. Today, banking is more customer-centric, unlike the yester when it was transaction-centric. CRM is essential and vital function of customer oriented marketing. However there is more to CRM than just client management. CRM is a broad approach to create, maintain, and expand relationship with customers. It is a strategic plan that aims in understanding, anticipating, managing and personalizing the organizational needs of current as well as potential customers. The idea behind this is that it would help the bank to effectively utilize technology and other resources to gain insight into the clients behaviour and customers values. If adapted and implemented successfully, CRM can help banks provide better customer service, make banking operations more efficient and simplify selling and marketing processes. CRM is a comprehensive approach to cater, maintain and expand customer relationships. It is important for banks to use CRM strategy that aims to understand, anticipate, manage and personalize the needs of banks current and potential customers. CRM applications deliver many benefits across organizational processes and functions. It reshapes the workplace environment and influences the ways business being carried. Successful integration or adaption of CRM system in the banks may not be as easy as it looks. Every concept has limitations such as limitation of finance, resistance to change, government regulations, etc.; so does the CRM in banks. Banks can overcome many of the limitations by efficiency managing CRM and adapting some comprehensive CRM model along with effective CRM software. Managers play an important role to minimize risks. CRM manager is a key factor who can effectively manage the issues related to CRM. It is vital for banks that their CRM applications and systems are supported and controlled by qualified and experienced manager. Bringing together trained and professional staff, encouraging communication and coordination among them, promoting team working and instructing ways in quality service, are some of the duties managers have to perform in order for CRM to work efficiently and harvest benefits. The banks need CRM to survive as it is impossible nowadays not to focus upon the customer expectations. CRM is needed because of ever changing technology and highly competitive banking sector in India. The importance of CRM can be assessed by evaluating CRM that provides enhanced opportunities to use data and information to both understand customers and create value. The ultimate purpose of the CRM is to improve performance and to assess how well the bank needs are met by CRM adaption and implementation. 5.2. Conclusion The aim of this dissertation was to examine the importance of CRM for HDFC Bank. To achieve this aim, following objectives were set: To analyze the effectiveness and efficiency of CRM services provided by the HDFC Bank, to examine the effects of CRM on business performance and operational effectiveness and to evaluate the improvements in customer service due to Importance Of CRM For HDFC Bank Importance Of CRM For HDFC Bank The aim of this dissertation was to examine the importance of CRM for HDFC Bank. To achieve this aim, following objectives were set: To analyze the effectiveness and efficiency of CRM services provided by the HDFC Bank, to examine the effects of CRM on business performance and operational effectiveness and to evaluate the improvements in customer service due to it, to assess the awareness of the bank employees to the concept of CRM and its benefits for the organization, to determine the extent of customer satisfaction level by conducting interviews, distributing questionnaire and carrying out a survey in HDFC Bank, to gather relevant data and critically analyzing it using a vast variety of sources and research tools. The chapter encompass the analysis and evaluation of the data collected via different research methods and includes both quantitative and qualitative measures taken into account and discussed upon. The researcher presented much of the quantitative data into graphs so tha t it could easily be understood. As discussed in the last chapter, interviews were conducted from branch manager and two of the middle line managers. Survey was conducted from randomly selected 80 (+3 later) customers to gain their views; along with it, short questionnaires were also distributed to randomly chosen 30 bank employees to take into account their perspectives about the adaption and use of CRM in the bank. Interviews were purposely kept informal and qualitative data was collected about the banks strategy, plan, objectives and actions taken regarding the adaption and use of CRM system and applications. In the interviews, the researcher inquired about many other things which are discussed in the qualitative analysis below. The survey from employees was mainly concerning the effects of CRM on their performance and how it affected their day to day bank functions and operations. Questionnaires from customers included their perceptions about the bank services and whether those improved. The data gathered by interviews provided helpful information about the bank strategic plans and policies and gave insight into the banking operations. It also provided information on customer relation management systems, infrastructure of information and technology, and its effects on the employee performance, customer satisfaction, increased sales targeting, and over all culture of the organization, etc. The objective of the interviews was to have the complete picture of what the aims of the management were and to evaluate the efficiency and effectiveness of the CRM systems. The researcher analysed the current situation of the CRM and how effective it was and in line with the IT services and if it supported the business strategy keeping in view the future developments and enhancements in IT. The rate of response from employees and customers was 100% though some customers and employees left very few questions unanswered. The researcher realized the weakness of research validity because it was hard to grasp real feeling of respondents in terms of such contrasts as satisfied/dissatisfied, agree/disagree, etc. Nonetheless, an effort was made to ensure the questions appear to be measuring all important aspects of the construct and results of questionnaires are consistent with results of established measures. In order to gather more reliable and valid data, the researcher also conducted short interviews from some of the employees and customers. These were not pre-planned but helped a lot in explaining the answers in details. The researcher also ensured that interviews and questionnaires follow a specific pattern. The findings are reported below and separate analysis is provided for managers interviews, employees questionnaire and customers questionnaire. Appendix is provided on a separate sheet which contains copies of employees questionnaire, customers questionnaire, and the copy of questions that were asked during the interviews with the manager. It is very important to mention here that the researcher undertook pilot study before the actual commencement of the research. It was a feasibly a very small experiment to test logistics and collect data prior to the greater research in order to improve the quality and efficiency of the questions asked in the interviews and questionnaires. It was important to test the questions designed in the questionnaires before they are actually used in the research in order to determine whether they are conducive towards the research and would pose no problems for the respondent and experts should be consulted to comment on the suitability of the questions and this is regarded as pilot study. The branch manager was approached and informal meeting was held. The researcher asked few short questions (similar to the questions asked in later study but in details). The manager also helped me ask few simple questions from 5 of the employees to test my questionnaire and reveal any deficiency in the desi gn of the proposed experiment. Although it provided limited information but it proved vital for the severity of the proposed procedures. All the information gathered in addition to review of banks own research questions were incorporated into the main study design. However pilot study did not lead to modification of any pre-planned research process. The differences of results from main research were discussed in summary in following sections. 4.2. Qualitative Research Discussion The researcher conducted one pilot interview with branch manager first. After finalising the questions, another formal interview was taken. There were almost same responses in both occasions. Two of the middle line managers were asked for their time for interviews and luckily single interview was taken from both managers. Interview 1 is from branch manager and interview 2 is from line/operational managers. Senior manager was asked questions about overall bank performance and importance of CRM while managers at mid-level were enquired on matters regarding operational functions. Questions asked from senior managers include: How does CRM impact companys performance both directly and indirectly? What is the evidence that CRM improves customer services? What type of CRM software and applications does the bank use? Do you have any CRM implementation policy? How important is CRM requirement in strategic planning? What is your opinion about the use of CRM in the bank? What role does manageme nt and employees play in successful implementation of CRM? Please discuss on future CRM plans? Questions put forward to operational managers include: What are the factors influencing and encouraging the use of CRM? What are the benefits and limitations of CRM for the company? What are the problems encountered by the company in adapting and implementing CRM systems? How do employees respond to CRM? How do customers respond to CRM? What are the operational planning activities CRM provide the bank? How do CRM systems add value on financial packages and services? How CRM does contribute to customer satisfaction and retention? Is CRM proven way of managing customer information? Does CRM assure customer responses? In what ways do CRM contribute to customers loyalty? Does the implementation of CRM affect the company-customer relationship? What are the most important factors influencing CRM in company? Are you satisfied with the adaption and use of CRM? Interview 1: The bank manager in his interview explained that the changing banking environment has affected the way Indian banks used to operate and function. Intense competition, environmental factors such as legal and social, and the ever updating norms of the financial institutions has and impact on the banks to adapt and adjust accordingly and to amend their policies and procedures. He believes that marketing and technology play crucial role for banks as they are the institutions that provide direct services to its clients, therefore HDFC Bank recognises this as stated by branchs managers own words, à ¢Ã¢â€š ¬Ã…“The Bank understands the significance of the role of technology and marketing for improving customer relations and services especially in the intensely competitive and changing Indian banking sectorà ¢Ã¢â€š ¬?. When enquired about the need for CRM, the manager responded that à ¢Ã¢â€š ¬Ã…“The bank needs to maintain data and information about its clients, and must have a system t hat could help the bank improve its customer services; therefore it must have basic CRM technology to track and serve the customersà ¢Ã¢â€š ¬?. This led to adaption of latest CRM technologies and processes. Bank manager, in the interview explained that à ¢Ã¢â€š ¬Ã…“The bank needed to adapt CRM in order to increase profitability by reducing operational costs in serving the customersà ¢Ã¢â€š ¬?. According to his belief, à ¢Ã¢â€š ¬Ã…“HDFC Bank had been facing traditional problems of lack of modern delivery and marketing techniques in current fast emerging digital economyà ¢Ã¢â€š ¬?. The Bank constantly searched for means to improve their service and to increase customer base. CRM provided the opportunity for the bank as it brought together relationship of IT and marketing strategies to create profitable and long term relationships with clients. When further questioned about why the bank adapted the CRM policy and procedures, the managers replied, à ¢Ã¢â€š ¬Ã…“Satisfying our clients needs was our major focus and was an important factor in implementing our CRM initiative. Some customers demanded the improvement in our approach to managing customer relationships which assisted us deciding to adopt and implement CRM programs capabilitiesà ¢Ã¢â€š ¬?. To meet the needs of the customers, HDFC Bank timely started to focus on developing a customer relationship management (CRM) system. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that has characterized the whole CRM development. The project has promoted a massive involvement of suggestions from clients, employees and other stakeholders. Strategic plan was developed and targets were set. The management developed the CRM infrastructure and adapted latest CRM procedures. When asked if the bank has any CRM implementation policy, the management answered that à ¢Ã¢â€š ¬Ã…“HDFC Bank has a central policy of using CRM within all its branches which controls all the CRM procedures. The Bank has incorporated the CRM policies into its strategic vision and mission statementsà ¢Ã¢â€š ¬?. Although the manager didnt give exact figures on how the bank specifically the main branch has spent on CRM implementation and introduction of new systems but they agree that the bank devote considerable amount of resources to manage CRM. The bank realizes that it is vital that its CRM applications and systems are supported and controlled by qualified and experienced managers. For this reason, all the managers are trained and experienced to bring together professional staff, encouraging communication and coordination among them, promoting team work and instructing ways in quality service and ensure that CRM systems work efficiently. When enquired whether the bank has any evaluation and appraisal in place, the manager responded that à ¢Ã¢â€š ¬Ã…“The bank has developed a mechanism to check whether CRM is effectively in good useà ¢Ã¢â€š ¬?. The managers ensure that regular feedback system to consider perspective of the management, employee participation perspective and customer experience perspective. According to the branch manager, à ¢Ã¢â€š ¬Ã…“The bank generated better than expected outcomes. CRM has positively influenced every banking function and operationà ¢Ã¢â€š ¬?. The manager believes that the bank now provides better and improved banking services. Its operating efficiently and management and employees work more effectively. The speed of the work has improved due to CRM adaption. CRM has helped the bank to target the strategies for better customer services. It has also assisted in facilitating customer service which resulted in satisfied customers and profitable business. The adaption and implementation of CRM by the bank has resulted in improved performance and profitability. Interview 2: Both the middle line managers were questioned about the operational activities of the bank and how the adaption of CRM technology and implementation of CRM processes and procedures has influenced the banking activities. The managers were in charge of the implementation after the senior manager set the strategic plan. They were very much aware of the involvement of bank staff if the CRM adaption was to be successful. One of the managers during the interview discussed that à ¢Ã¢â€š ¬Ã…“The major decision they tool to successfully adapt the CRM within the bank environment was to empower its employees in decision makingà ¢Ã¢â€š ¬?. The management realized that CRM adaption requires the well trained, educated and experienced staff to work on it. They are theoretically and practically trained on how to utilize latest CRM system and applications. The managers explained that à ¢Ã¢â€š ¬Ã…“The Employees are given access to customer database so that they can make on the spot and efficien t decisions. They are also empowered to resolve small customer issues themselves, though major complaints are still dealt centrally by the senior management. Employees are also involved in searching, adapting and evaluating CRM needs for the bank. The management emphasises greatly on availability of latest and advanced information and communication technology to its staff and takes extra measures to ensure this happensà ¢Ã¢â€š ¬? The managers were also responsible for planning, sorting, reviewing and monitoring work of the employees. The managers believe that the bank now provides better and improved banking services. According to their belief, employees work more enthusiastically, are well motivated and are satisfied with their roles and responsibilities. The managers think that bank processes such as sales and marketing works more efficiently. Due to CRM, the bank can access a wide variety of sources for required information, ideas and experiences. Employees work more effectively by reducing repetitive tasks, decreasing costs, and minimizing risks. They can deal with customer enquiries without any difficulty and resolve many issues on the spot. Another benefit that the bank has received is increase in speed and reliability of banking functions/transactions. CRM has helped the bank to target the strategies for better customer services. It has also assisted in facilitating customer service which resulted in satisfied customers and profitable business. The adaption and implementation of CRM by the bank has resulted in improved performance and profitability. The managers also stated that operational inefficiencies have reduced and few resources are being wasted. CRM also helped developed new incentives for clients by searching their data and records which are collected by latest systems and applications. The most important impact of CRM on bank as felt by managers is the creation of climate of trust that helped in customer loyalty and retention. The management is completely satisfied with the results of CRM use in the bank. Their future plan is simple and that is continuing with the current policy. They understand that CRM technologies rapidly change. It is hard to forecast where CRM technology will be in the next few years. According to the words of the Branch manager, à ¢Ã¢â€š ¬Ã…“We are often one of the first in our industry to detect technological developments that may potentially affect our business. We generally respond very quickly to technological changes in our environmentà ¢Ã¢â€š ¬?. The management ensure that staff maintains close relations with bank clients. The managers recognise the basic value of the bank and that includes learning as a key to improvement. They believe that they have common language to deal with CRM issues and have a clear division of roles and responsibilities to implement or update CRM. They also think that they have necessary skills and technical competence to absorb the new CRM systems processes, tools and applications. The management agrees unanimously that bank uses CRM to drives profitability, cut costs, reduces risks and improves customer service. The management finds it challenging to ensure clients prefer their services over that of others. The managers believe that the key to develop a close customer relationship and nurture it is to appreciate the needs and cater the requirements of the customers. The bank uses CRM technology to analyze the customer needs and to ensure customer satisfaction. The use of CRM in the bank has become crucial with aggressive strategies employed to gain and retain customers, which has resulted in the adoption of various CRM initiatives to enable the bank to achieve its objectives. The management realized to build a close relationship between IT and marketing aspects of CRM to develop lasting client retention. In summary by introducing and adapting the latest CRM methods, techniques, applications and systems, banks can provide be tter customer service, increase customer revenues, discover new customers, sell products more effectively, help sales staff close deals faster, make call centres more efficient, simplify marketing and sales processes. 4.3.1. Quantitative Findings (Employees) What is your opinion about the use of CRM in the bank? Strongly Agree Agree Neutral Disagree Enables cost reduction 7% 28% 48% 17% Improves efficiency 22% 29% 26% 23% Reduces time 43% 25% 22% 10% Improves communication 65% 16% 16% 3% Avoids redundancy 62% 24% 10% 4% Better customer relationship 81% 15% 3% 1% Enables market research 38% 33% 20% 9% Provides customer information 89% 7% 4% 0% A huge majority (89%) agree that by using CRM, employees can have access to customer information. Majority of the employees (71%) believe that CRM system and applications help in carrying out market research easily. Almost all (96%) of employees agree that CRM help in improving and maintaining better customer relationship management. 81% of them agree that communication among employees and with customers improve due to use of CRM. 86% agree to the notion that it reduces the work to be repeated and minimizes mistakes. Half of the employees (51%) said that CRM improves bank efficiency and only 38% answered positively that it enables in cost reduction. Half of the employees stayed neutral to this question. Please comment on the importance of CRM for employees? 64% of the employees strongly believe that adaption and use of CRM for bank is very important. Other 27% also agree and consider it important while only 9% consider its importance average. None responded negatively. Are you satisfied with the use of CRM in the bank? 60% of the respondents stated that they are satisfied with the use of CRM in their bank, 21% are on the view that they are neither satisfied nor dissatisfied while 19% showed their dissatisfaction. Please express your views on the reliability of CRM software and applications? Only 41% of the employees consider the CRM system and applications used in the bank as reliable. 50% are neutral and remaining 9% consider CRM unreliable. 4.3.2. Quantitative Findings (Customers) Please tell if you are you satisfied with the service quality? 87% of the customers are satisfied with the bank services and approved the quality of services provided by the bank. Only a small minority of 3% noted their dissatisfaction. Do you agree that there is sufficient staff-customer communication? 36% of customers believe that there is sufficient communication between employees and customers, 46% are neutral and remaining 18% hinted their disagreement. How do you find the communication between bank staff and customers? 3/4th of the customers asked find the communication good and better and only 12% think that it still can be improved. The other 12% stated the poor communication between bank and them. How do you find friendliness and helpfulness of the staff service? Majority (79%) of the customers consider the staff friendliness and helpfulness as good and excellent. 10% rated it as average and 11% rated it as poor. Please rate your satisfaction level in regards to steps taken by the bank in delivering the services? Third fourth (76%) of the surveyed customers responded positively to this question and agree that bank has improved its services very well. On a scale of 1 (dissatisfied) to 5 (satisfied), how would you rate your level of satisfaction in regards to service value? Only 14% of the customers are placed in the dissatisfaction zone 2/3rd are satisfied with the value of the bank service they receive. Are you satisfied with the banks response to your queries? 1/3rd of the customers pointed out their dissatisfaction with the bank response to their issues and 60% answered their satisfaction to this matter. How do you view timeliness and quality of response? 71% of the customers positively view the timeliness and quality of steps taken by bank to resolve their queries. 1/4th consider it as lacking in quality. Do you agree that customer service has improved? 100% Agree How would you rate the overall quality of your relationship with bank, considering all of your experiences with them? 76% responses are positive and only 6% answers are negative on rating the overall quality of their relationship with the bank. 4.4.1. Employees Questionnaire Discussion Adaption and use of CRM by HDFC could have been effective only with the support and cooperation of bank staff. Management recognised this and took the appropriate steps as explained in the interview analysis. Even the bank employees realized that their support was crucial if the new system and application had to work because they are the persons that interact with customers directly and this interaction greatly influences the relationship of the bank with customers. Successful adaption was only possible in HDFC Bank if employees were motivated and enthusiastic to cooperate with the CRM processes. The employees were properly trained to use the system and CRM tools to improve the bank services. It was very important for the researcher to take employees views in this dissertation, because their perceptions, perspectives morale, skills, experience and satisfaction all influence the work performance and consequently bank performance. These factors are affected by sudden change in the organization specifically if it is technology related. In the survey results, bank employees in general showed satisfaction towards the CRM use within the bank environment. Majority of them agree that new ICT tools for CRM system and applications have helped improve their communication within the bank with colleagues and managers, and externally with customers. When asked by the researcher about the problem of repeating tasks, they collectively replied that this issue has been reduced to minimum due to CRM in bank. Employees can access the database where all the information of specific client is provided, just enter the reference or other details, and the information comes in front of them. This h as helped a lot in risk reduction, quality work in less time and effective performance. Employees believe that customers feel satisfied with the service they provide. Two third of the surveyed employees believe that CRM utilities are very important for their performance and they are completely satisfied with the use of CRM technology and procedures. However many employees have concerns for its reliability and they feel that they have to constantly update their knowledge of its use as the technology changes rapidly. Overall the employees responses were positive as they expect more benefits with little or no limitations in the use of CRM to improve bank performance and services. They have used the new technology, process, procedures, tools and systems related to CRM and they believe that CRM is essential for Bank for current and future use as it directly and/or indirectly affects their performance that in turn improves bank performance as employees provide quality services. 4.4.2. Customers Questionnaire Discussion Banks understand that customer satisfaction is an important variable in order to retain the existing clients or gain the new ones. Poor customer satisfaction leads to a decline in customer loyalty, and given the extended offerings from the competitors, customers easily switch banks. HDFC understands the importance of customer satisfaction and value the customer relationships. CRM was introduced to improve customer services and relationships with customers. The information gathered by the bank management reveals that customers are generally satisfied with the services provided by the bank. The following analysis is the assessment and measurement by the researcher. This research is directed to find the perceptions of the customers towards services provided by HDFC bank and whether these are improved. The researcher tried to describe the research motives behind the findings through this questionnaire. The main aim was to gain the customers impression and assess the efficiency of the CRM system, technology, processes and applications applied by the bank. The researcher attempted to gauge how well CRM influenced the services. Vast majority of the customers disclosed their satisfaction on the bank services. Although the figure remained the same if compared with the survey conducted by the bank few months ago but almost all the customers agreed that the bank service has improved ever since. When asked about the communication process between them and the bank, the reply was not encouraging as many customers feel that this area still needs to be improved. Most customers want face to face interaction and require the bank to provide services for longer hours. If compared with the previous data collected, this survey suggests that communication has improved mainly due to telephone service for minor complaints and information. Although it is good but cannot be considered sufficient. When enquired about the friendliness and helpfulness of the bank staff, many customers respo nded that employees provide good service with better attitude than before. They tend to their issues with sympathy and try to resolve the queries professionally and effectively. They admire that the bank is working hard to train its employees in skills for improved customer service. They also appreciate the introduction of CRM processes that led to improvement in all areas. 4.5. Importance of CRM for Bank in Summary The results generated from the interviews and surveys conclude that CRM has had a very positive effect on the bank performance. It not only helped employees learn and improve but also influenced their morale and motivation. This has an indirect effect on the way bank serve its customers. By adapting CRM processes, the bank has provided its customers with satisfactory services which increased customer loyalty and helped build better relations. CRM has an impact on every bank operation and function. CRM has guided bank to induct latest technological system and application to collect, analyse and use customer information effectively and efficiently run the day to day operations of the bank. CRM has provided a means to better communication and coordination of employees with customers. Other benefits that have been gained include reduction in cost, speedy transactions, reliable flow of information. The bank has achieved the overall objectives of using technology to organize, automate, and synchronize business processes with the implementation of CRM and has been successful in finding, attracting, and wining new clients, and reducing the costs of marketing and client service. The bank realizes the importance of CRM todays competitive environment that it considers it as an integral part of its strategic business plan. CRM integrated approach makes all the difference to satisfying customers, retaining their loyalty, providing added value and generating growth. In fact, CRM might be the difference between the bank to flourish and failure to survive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 5: Conclusion Recommendations 5.1. Research Summary Customer Relationship Management (CRM) is an organizational strategy that can assist a bank to build lasting relationship with its clients and improve its performance by increasing revenue and productivity. CRM in the banking industry is of great importance. Today, banking is more customer-centric, unlike the yester when it was transaction-centric. CRM is essential and vital function of customer oriented marketing. However there is more to CRM than just client management. CRM is a broad approach to create, maintain, and expand relationship with customers. It is a strategic plan that aims in understanding, anticipating, managing and personalizing the organizational needs of current as well as potential customers. The idea behind this is that it would help the bank to effectively utilize technology and other resources to gain insight into the clients behaviour and customers values. If adapted and implemented successfully, CRM can help banks provide better customer service, make banking operations more efficient and simplify selling and marketing processes. CRM is a comprehensive approach to cater, maintain and expand customer relationships. It is important for banks to use CRM strategy that aims to understand, anticipate, manage and personalize the needs of banks current and potential customers. CRM applications deliver many benefits across organizational processes and functions. It reshapes the workplace environment and influences the ways business being carried. Successful integration or adaption of CRM system in the banks may not be as easy as it looks. Every concept has limitations such as limitation of finance, resistance to change, government regulations, etc.; so does the CRM in banks. Banks can overcome many of the limitations by efficiency managing CRM and adapting some comprehensive CRM model along with effective CRM software. Managers play an important role to minimize risks. CRM manager is a key factor who can effectively manage the issues related to CRM. It is vital for banks that their CRM applications and systems are supported and controlled by qualified and experienced manager. Bringing together trained and professional staff, encouraging communication and coordination among them, promoting team working and instructing ways in quality service, are some of the duties managers have to perform in order for CRM to work efficiently and harvest benefits. The banks need CRM to survive as it is impossible nowadays not to focus upon the customer expectations. CRM is needed because of ever changing technology and highly competitive banking sector in India. The importance of CRM can be assessed by evaluating CRM that provides enhanced opportunities to use data and information to both understand customers and create value. The ultimate purpose of the CRM is to improve performance and to assess how well the bank needs are met by CRM adaption and implementation. 5.2. Conclusion The aim of this dissertation was to examine the importance of CRM for HDFC Bank. To achieve this aim, following objectives were set: To analyze the effectiveness and efficiency of CRM services provided by the HDFC Bank, to examine the effects of CRM on business performance and operational effectiveness and to evaluate the improvements in customer service due to