Privatization of Transmission Corporation of NAPOCOR

Privatization of Transmission Corporation of NAPOCOR In Philippine context, privatization is used to refer to the policy which allows the government to disengage in activities which are not part of the governments inherent function. This may be in many forms, such as the complete turnover of public corporations to the private sector and contracting services to private firms who has the necessary resources to manage it, or the government would just turnover certain services to the private sector but it would still be under some government regulatory procedures and incentives. This privatization mostly occurs within the framework of economic globalization. By economic globalization, it means that privatization is used as a measure to pursue the globalist restructuring of the state and to further develop the market access which mostly benefits the business elites of a state and of course, the transnational corporations (TNCs) (UP and Stiftung 91-93). Privatization, along with liberalization and deregulation, is also a part of neoliberal globalization which aims to produce surplus products within the economy and also huge capital for production. In the process, private sector continues to have a big role over the public sector activities, made possible by direct transfer of ownership and management and by the elimination of the laws that promotes the public interest (deregulation), and through the reduction of budget for the basic services, that in turn leads to the graver degradation on the access on public services of the people. For example, in privatizing public utilities like the water and power sector of the Philippines, many detrimental factors are experienced by the people, particularly the government workers under the corporation because they were displaced as private companies turned to control those sectors. The poorest sector of society also was immensely affected since those private companies seek to get high profits which leads to very high prices at the peoples expense (IBON xi-4). During the Marcos regime, a decree on creation of government owned and controlled corporations (GOCCs) was made through Presidential Decree (PD 2029) and later on through PD 2030, a policy was made which promulgates privatization. By the time of Cory Aquinos regime, this decree was first implemented through Presidential Proclamation 50 on the 9th of December in 1986 (TransCo). In 1990, Aquino also signed 6957 or what we call as the Build-Operate-Transfer (BOT) law which has let and approved the intervention of the private sector in the financing, contracting, operation and also maintenance of infrastructure projects. But in 1993, when Ramos assumed the presidency, he signed RA 7718 amending the BOT law and further allowed the full involvement of private sector in crucial government development projects. Through this act, various forms of privatization schemes have evolved (TransCo). Many reasons were presented by the government regarding the privatization of the GOCCs. To enumerate some, they said that through transferring these assets to the private sector, it would yield a better efficiency in its operations. Furthermore, it was also stated that the government needed to collect more revenues for government spending to improve the economy, and this can only be done with such move. Also stated as reasons by the government is that first, it would lead to increase in investments which will boost up the economy and will also help to develop markets for capital generations. Through lessening the budget for public services in GOCCs, and selling those which are poorly performing and money-wasting, the government expected to decrease our budget deficit and also to recover its expenditures (PSALM). START OF NAPOCOR PRIVATIZATION When the National Power Corporation (NAPOCOR) was created in 1936, our government has mandated it to generate and transmit sources of energy while letting the private sector to be in charge of its distribution. But it 1980s, the government has started to gradually entrust the entire power sector to private companies. From former Pres. Aquinos Executive Order (EO) No. 215 issued in 1987, the power generation sector of NAPOCOR was started to be deregulated. By the power of build-operate-transfer scheme, EO No. 215 also gave way to private firms to establish and manage power plants in the country. This situation was further strengthened when Ramos took over the presidency. RA 7648, the Power Crisis Act of 1993 was passed and encouraged more private companies to partake in the power generation sector of NAPOCOR. Later in 1984, Expanded BOT law was also passed and had given Ramos to have emergency powers which allowed him to make contracts, most of which were foreign corporations, regardi ng the construction, repair and other technical maintenance of NAPOCOR without the need to undergo it through a public bidding (IBON 82-83). Due to the contracts of mostly 10 to 25 years made with the foreign companies, NAPOCOR was obliged to pay the power contracted to them whether they had actually produced or consumed power or not. This is what is referred to as the take or pay provision. According to this provision, NAPOCOR needs to buy 75-80 percent of a firms power capacity even though it didnt really produced or consumed it. This in turn made NAPOCOR to pass the obligation to the local consumers even though they really hadnt consumed even a small part of it, which is really a great burden since it takes about 60 percent of the total power available at the economy. Of course, this is clearly seen when power distributors such as Meralco get wholesale power from NAPOCOR and pay for it which is the Purchased Power Cost Adjustment (PPCA) that corresponds it (IBON 83-84). Aside from this Purchased Power Cost Adjustment or PPCA, NAPOCOR has also passed the Fuel Cost Adjustment (FCA) fees to the power distributors due to the need to do its obligation to supply enough fuel to the firms or power plants in which it had its long-term contract with, regardless of the fluctuations in the price of oil or fuel in the global market or even in the domestic domain. These two costs of NAPOCOR and wholesale costumers further make up the Fuel and Purchased Power Costs Adjustments or FPCA (IBON 84-85). Furthermore, the contracts made by NAPOCOR to the independent power plants (IPPs) are in dollar rates. This only means that charges between the two entities are affected by the foreign exchange rates or peso-dollar rates to compensate the change in payout because of the continuing weakness of peso currency as against dollars. Due to the fact that these IPPs are owned by foreign companies, they are selling their power to NAPOCOR by almost $20 per megawatt hour (mWh) higher than the power sold to them by their own power generators. Of course, these very high rate would translate and reflect to the additional fees charged to the end-consumers of electricity through the purchased power adjustments (PPA) without their power to refuse against it even though in 2002, a review made by the government showed that most of these IPPs has either legal or financial issues and are disadvantageous for the government itself. During the Arroyo administration, this PPA was still not stopped in operations of NAPOCOR since it was a great source of income for the government, although we know that the local consumers are the ones who intensely suffer from it; and also of course not to jeopardize the privatization of NAPOCOR and to continue attracting foreign corporations to invest and participate in such measures of the government. Among other transnational corporations (TNCs), NAPOCORs IPPs incorporate energy sectors giants such as Marubeni, Kawasaki, Mitsui, Chevron, and Enron (IBON 85). According to Meralco, PPA is just one cost adjustment mechanism that is passed on to the local consumers, since there is also the CERA which is intended so that Meralco will be able to recuperate the changes in operating costs and repayment of principal debt mainly brought about by the changes in foreign exchange rates in which the contracts are bound. Due to this, Meralco claims that only little of the consumer charges go to them, since it primarily goes to NAPOCOR as PPA and to the government as franchise tax. But, apparently it turns out that these might be made up stories or complains since Meralco as a power distributor was also allowed to have its own IPPs by virtue of former Pres. Aquinos EO 215. Meralco has indeed three IPPs which are among the countrys largest companies which supply almost half of its power requirements. This only means that Meralco, having its own IPPs actually earns a lot of money from the PPA. It has also made use of it to make a way out of the controversy arising from the fact that it has monopoly control over power distribution. By this, it was also able to control and manipulate the computations regarding the IPPs which are remarkably its sister companies. For example, First Gas which is one of its IPPs and partly owned by Meralco itself, was used to make anomalous transactions in PPA since Meralco c an actually protect and cover the supply cost from the said IPP even though in reality it doesnt even delivered one kilowatt of power to Meralco (IBON 86-89). Meanwhile, we can clearly see that the results of letting private corporations participate in the power industry is contrary to the rationale behind its approval, which among others is to relieve the government from its burden on funding the setting up of power generating plants (UP and Stiftung 115-116). Instead of it happening, the reverse had taken place. NAPOCOR has left in charge of paying the debt obligations of the IPPs assured by state guarantees which were made to further attract investors. Through those incentives, including long-term power contracts, IPPs were assured that they will have return on investments whatever happens. Electric Power Industry Reform Act (EPIRA) Through the Electric Power Industry Reform Act or EPIRA which is RA 9136, payment for stranded costs of NAPOCOR or the costs due to stranded debts and contracts, were passed on to consumers as a universal charge along with the cost of restructuring the power industry. This was implemented during the Arroyo administration when she declared that the government must not shoulder this expense but must be recuperated through a universal charge. To further clarify some previously mentioned terms, stranded debts as part of the stranded cost is the obligations that will be left out by NAPOCOR once it is sold to private individuals, while the other one, the stranded contract cost is the difference from the price of electricity from the wholesale market to be set by EPIRA itself and the price from IPPs. Due to this very large cost of NAPOCORs obligations which are partly paid by the government through debt from foreign sources, very high priced bonds were sold by the government to finance its principal obligations mainly due to those long-term contracts. So it is obvious that it has only made the government and the people suffer from paying them instead of getting away from funding large amount for power generators, while the private sector like the transnational corporations (TNCs) and other local elites were getting more and more income from it each year making it as its milking cow. Also it is evident that PPA has only intens ified the dependence of government to private sector to pay its foreign debts and its grave situation of national bankruptcy which clearly impacts detrimental effect to the poor Filipino citizens (IBON 89-91). Actually, in 2001, the Arroyo administration had pushed EPIRA to be approved for a great loan to be released, the $900 M ADB Power Sector Restructuring loan which was filed since 1998. IMF had also played a part on its approval, since it made it a condition for it to release a $300 M rehabilitation loan for the Philippines since 1999. By this, we could clearly see that the government had pushed it not to improve the condition of accessible power service to the people, but the adverse that favored the private companies and further strengthened their control over the power service. Transmission Corporation (TransCo) Along EPIRA in 2001, the creation of a National Transmission Corporation (TransCo) in 2003 under NAPOCOR was also signed into law. In line with this, the Arroyo administration had also pushed for its privatization by the mandate of the same aforementioned law. This TransCo as a GOCC is basically in charge of operating and managing the power transmission system of the country which will link power plants to the electric distribution utilities throughout the Philippines (TransCo). In simple terms, it will be taking control over the transmission and sub-transmission functions, assets, as well as the liabilities of NAPOCOR. TransCo, in taking over the sub-transmission assets will manage it until they are finally disposed into their proper distribution utilities which in turn will hold its planning and overall maintenance of those assets. But, as like NAPOCOR, through EPIRA, TransCo is mandated to be privatized through either an outright sale or a management concession contract lasting fo r about 25 years. The Department of Energy (DOE) and the Department of Finance (DOF) were basically in charge in the planning and setting up its transfer to private companies (Cook and Mendoza, 9; 68). As again an expectation of the government, from privatizing TransCo, it expects a high income which will be used to pay the NAPOCORs remaining debt that is extensively big which will in result lessen or decrease the governments public sector deficit. Aside from that expected revenue from its sale, the government also expects that when a technologically advance and proficient private concessionaire will take over the transmission line, it will result to more efficient and world class network. It says that due to the crippling energy crisis, people are hard to be provided with a dependable and secured supply of electricity at low rates, so privatization of such sector will be a necessary response to it, while attracting more investments at the energy division (Perez). But, the government actually marginalizes the stake of local power sector by doing this. First, they can be exploited since through the privatization of TransCo, it will surely lead to a monopoly of the private business. Since in EPIRA, the cross-ownership of distribution, generation, and transmission under NAPOCOR is allowed, this only means that through the profit-seeking goal of the monopolies over those areas, power rates will still remain indefinable (TransCo). TransCos privatization clearly manifest the government favoring TNCs as well as local elites like the Lopez Group of Companies in their reinforced power over the Philippines power sector. According to the president of PSALM or Public Sector Assets and Liabilities Management Edgardo del Fonso, it would seem not attractive to foreign investors if the assets of TransCo will not be franchised nationwide (PSALM). Actually, based on a primer released by IBON Foundation in 2003, there were already at least eight TNCs which had expressed their interest in the privatization of TransCo, not to mention that these TNCs are among the worlds largest. And some of those TNCs were already on hold of some local power industries operations. But due to certain limitations of our constitution, they were only allowed to operate up to 40 percent of the power sector, but then again PSALM had admitted that later on, it is possible that there would be some restructuring to be done to allow greater share of private sector on power service. This only means that possibilities are open on the total foreign control of our local power sector at the expense of the national interest and welfare. As of now, this transmission system under NAPOCOR known as the crown jewel of the governments power privatization program is already at the hands of the private sector. On the 12th of December in 2007, PSALM has conducted a successful bidding for TransCos 25-years concession contract to be able to maintain its functions on transmission. On the year 2008, it finally announced that TransCos transmission function will be transferred under the management of the National Grid Corporation of the Philippines (NGCP), the successful bidder who offered a US $3.950B for the said concession after the three failed attempts in the previous years (PSALM). This was despite the opposition of various consumer and militant groups like the People Opposed to Warrantless Electricity Rates (Power) and the Bagong Alyansang Makabayan (Bayan) because for them it was a crucial step for the government to take since the burden soon will heavily fall at the local consumers when the winning bidder will make a way to recover its loss and investments at the earliest time possible. As Legazpi cited in her article, according to Tapang, a convener of Power, (Transcos) infrastructure provides a highway for electricity and other uses. Whoever controls it can impose a toll fee on users of this highway. In the hands of private interests, there is always the potential for abuse in the name of greater profits. Bayan has also released their statement through their secretary general in the person of Reynato Reyes, adding that TransCo is of strategic importance to our economy and so it must remain as state-owned and it is basically a prejudice on the part of the g overnment to continue to such action due to the fact that this will lead to a great load to be carried on by ordinary consumers (Legazpi). Amidst those oppositions, unfortunately on that same year also, the congress had approved a bicameral resolution which will grant franchise of TransCo to NGCP, legitimizing it as a private unit to run a public service. By December of that year, former Pres. Arroyo signed the law which will officially grant franchise to NGCP, RA 9511. Following that year, in 2009, TransCo was formally turned over to PSALM in a ceremony held at PSALMs office in Makati on January 14, 2009. The event significantly indicated the NGCPs authority to start TransCos operation under its new management with Atty. Moslemen T. Macarambon as its first new president. Currently, it is headed by Rolando T. Bacani, president and CEO (TransCo). After the sale transaction of TransCo, NGCP has paid almost US $1B to PSALM as provisioned by the contract as its straight payment for its operation. PSALM is also confident that after TransCos privatization and turning over of NGCP on its operation will eventually result to an efficient operation and effective maintenance of our transmission network, while counting on the successful record and wide experience of the consortium and its foreign partners (PSALM). After TransCos successful bidding and private transfer of ownership, PSALM is still opening its invitation for bidding of other power plants such as those at Naga, Cebu, the Naga Power Plant Complex, in Tongonan, Leyte, the Unified Leyte Geothermal Power Plants, and in Pililia, Rizal, the Malaya Therman Power Plants (PSALM). In 2010, many assets under power generation have been sold as well as its contracted capacities. In spite all of those, the PSALM and the government still pushes for further privatization of the power sector. EFFECTS OF PRIVATIZATION When the government resort to privatizing state owned corporations especially those involved in economic services, this basically turn to an impact which is as destructive as the liberalization of trade and investment. As a Third World country, taking this crucial step marginalizes the interest and welfare of the people and other economic development programs and projects for the country. The people are more vulnerable and are easily affected by the impact of having no jobs and the inaccessibility of basic social services. After some years of the promise of improved effectiveness and efficiency of these privatized sectors by the government to the people as the reason behind the privatization of such basic public services, the supposedly good results are yet unseen but on the contrary, public menaces and difficulties are experienced of the people on that particular service (IBON 131-134). First of all, the government did not had a financial relief on privatizing public services, since like in NAPOCOR and other corporations, the government becomes more bankrupt and indebted to private or foreign investors since privatizing assets only provide short-term or one-time big-time revenue, but in the long run, results to a great dependence on private sector due to the debts incurred after privatization. it has also resulted to a lesser allocation of budget for other social services due to the automatic appropriation of budget to debt servicing mandated by the law. Some privatized assets by the government were also not as considerable since sometimes they are key economic players in the countrys economic growth. Moreover, in the case of privatization of NAPOCOR, the government had shouldered the huge liabilities left when it was privatized, or some parts of it. This results to a huge public funds being used to pay for its interests and amortization. Through state guarantees, t he government bore the obligations of the IPPs, which through long-term contracts are assured by the government to have return on its investments no matter what. In short, the government is no more than losing in this kind of program and gradually is put into a profound bankruptcy. This is one of the main reasons behind the fiscal crisis experienced by national government in 2004 and still contributes to the worsening condition of the economy. On improved efficiency One point that is to be remembered regarding privatization is that having the private sector does not necessarily mean that the previously owned and controlled corporation of the government would yield better efficiency. In the first place, they were not created to be profit-oriented but to provide accessible support and basic service to the people. This is critical to the consumers situation, since if the market fails, there should the government to secure them against it and continue to provide them its responsibility. Supposedly, our government expect that when private corporations took control over it, they will invest in its improvement, but just like the MWSS privatization, this is not what is actually happening but they use their revenues to expand their properties around the globe, in short they are not concerned of efficacy of operation of the corporation, but more concerned on how to gain more profits. Peoples access to basic services When GOCCs are privatized, people can expect spikes in their rates and inaccessibility and unaffordability of the basic service that were previously provided to them by the government in low and accessible prices. Of course this is only logical since private corporations main objective is no other than to get more profit. We can expect this effect to be mostly aggravating to the poor and marginalized Filipino citizens who also try their best to survive with their very small income that doesnt increase in real terms and growing joblessness throughout the country. In fact, almost 20 percent of an average household income is spent to pay their electricity bills alone. Because of this, some of the poor Filipino families had chosen to cut their electricity connection to lessen daily budget costs, or even on some families their supply was cut due to being not able to pay for their high electric bill. Up to now, many the typical Filipino consumers are not able to get basic services at lower or reasonable rates since as like the government said, those privatized institutions should have been more efficient due to improved infrastructure implemented by private firms. But, it just bloated up their rates that the people could hardly pay for it, just like in the power service of NAPOCOR, cost recovery mechanisms were passed to the peoples responsibility. So through that, we can already conclude that when market forces rule without any regulation from the government promoting public welfare, the consumers situation is largely at stake and worsened. Because of this we can clearly say that where is the choice of power and power choice that the government said and promised to its consumers if the power industry and its functions will be privatized? Clearly, it shows that it was merely a false and deceiving statement. Workers situations Aside from these detrimental impacts, privatization also increases level of unemployment especially in underdeveloped nations like the Philippines. This is due to the displacement of workers from the previous state-owned corporations or in other way, through contractualization of those somehow lucky workers left at the privatized corporation. In this way, workers are put in an acute situation while the private corporation continues to gaining more profits and cutting production costs. They are also aggrieved through cutting their wages without their power to stop those private firms. In the restructuring and privatization of NAPOCOR, more than 2,000 of its employees had already lost their job and currently, as threats of further privatization of electric cooperatives are on the way, this number will possibly increase. Aside from the employees of NAPOCOR who lost their jobs, there are also many workers from industrial and commercial sectors who lost their jobs due to closure of their companies which one of the factors which caused it is the very high electricity rates that they have lesser production that cannot compete with other industries either around the country or outside. Factory workers also dont get wage hike since their employers insist that they are spending more and more on operation and maintenance costs as industrial electricity rates also sores up. Actually last July 2009, more than 1,000 former workers of TransCo were not accepted by NGCP to continue their work on it after 5 months of transition period, despite having EPIRA assurances that were not that effective afterwwards. This was due to the high NGCP standards in accepting new employees according to the Mindanao Transco Employees Union or Mintrea. Before TransCo was privatized, the consortium of the private companies to take over it said that they will not let those more than 5,000 employees of TransCo to lose their jobs instead they will again hire them even privatization is already done. But according to Walder Revellar, North Luzon chapter president of Mintrea, most of the TransCo employees suffered retrenchment even before when NAPOCOR was started to be privatized when reorganization within the sector began. Most of them were of old age but has not reached the age of retirement on the new private administration of TransCo due to forced leave since according to them, they dont have the full capacity to absorb all of the previous workers of TransCo. Being too old to be rehired, workers like them as a result had difficulties in finding new jobs because of their age constraint. Some of the previous employees also are at young age, which are said to be too young to be retired, that could have done great job on TransCo if they w ere not removed from their jobs as Revellar stressed out also. Unfortunately, despite the workers complains they couldnt anything about that concern because it has been transferred already to the private sector (Inquirer). After of all the results of TransCo privatization, it only appears to us that the government is just making a way to decline its social responsibility to the state and most especially to the people in providing the basic services that it must provide in the first place. Public utilities and services play an important role in protecting the poor and marginalized sector of society so letting the free-market and the market forces operate on its own on those assets would defy the public assets original intent like the power sector in generating efficient and affordable electricity throughout the country. It had also meant a lesser government intervention to the economic and social activities of the state, and so it results to peoples situation becoming worse over time as private sector continues to exploit our resources and earn super-profits. This should not be tolerated since first and foremost, these are all done at the peoples expense.

Restaurant satisfaction Essay

Restaurant Customer Satisfaction Surveys Can Keep Your Customers Coming Back Keep your customers coming back and recommending your restaurant to others with help from restaurant customer satisfaction surveys. Restaurant customer satisfaction surveys give you quantitative insight into the opinions and attitudes of your customers. You’ll obtain facts about what they want, what they expect, and if they plan to return to your restaurant again. If results show that your restaurant does not meet your customers’ expectations, you’ll know exactly what areas to target for improvement. Whether you own a fast-food restaurant, a dine-in establishment, or a chain of restaurants, Infosurv’s restaurant survey measuring customer satisfaction can provide you with valuable data you can use to make better business decisions. Gauging satisfaction with a restaurant customer survey can tell you about the demographics of your customers as well as give you insight into what they really think about: Food quality Menu selection Menu pricing and value Waiting times Promptness of service Professionalism and friendliness of server(s) Server’s knowledge of menu Decor Restaurant location Overall restaurant experience By assessing the wants and needs of customers – and then acting upon them – restaurants have continually found that satisfaction surveys encourage: Repeat business Positive feelings towards the restaurant because they showed that they cared about customer opinions Increased recommendations by current customers Increased spending within the restaurant Whether you need a restaurant satisfaction survey designed from scratch exclusively for your customers, or have an existing survey that needs to be administered, Infosurv takes extraordinary measures to ensure validity, reliability and bias reduction. Our goal is to help you compose a highly relevant survey instrument that will yield sound and valid conclusions while achieving the maximum survey response rate possible. Learn More About Restaurant Customer Satisfaction Surveys From Infosurv To learn more about restaurant customer satisfaction surveys and the Infosurv Experienceâ„ ¢ please download our brochure. What Makes Customer Satisfaction Research Useful? Capture customer feedback and use the data to set business priorities. Mar. 25, 2008By Marian Singer, partner, FiveTwelve Group Ltd. Much has been written in the last couple of years about the promise of customer satisfaction research (CSR) to improve performance or shorten development cycles for businesses and organizations. This work is particularly germane in North America, where growth in many industrial and commercial markets is peaking and companies are scrambling for competitive advantage. The concept is simple: capture customer feedback and use the data to set business priorities. Customer satisfaction data is routinely gathered to support continuous improvement programs like TQM, ISO and Six Sigma. The answers to the questions â€Å"How are we doing? † and â€Å"What should we do better? † are the building blocks of a customer relationship based on measurable value. Answered correctly, they track improvements in the business relationship and identify areas for improvement. However, translating the answers into meaningful actions is difficult. The issue is not whether or not you are getting information about customer satisfaction; it is whether or not you are using information about customer satisfaction to act differently. Generally, two factors cause weak CSR: uninvolved stakeholders and useless data. Let’s explore what makes CSR useful. An engineered products manufacturer had recently been purchased by investors seeing promise in their technological leadership. Research was commissioned to help the new team understand current satisfaction and long term business durability. They were shocked to find that more than 90% of the business was at risk. While sales teams showcased and closed many initial orders, lengthy start-ups, late shipments and poor quality pushed customers away once they had adopted the technology. The manufacturer was, in essence, training customers to prefer the technology on behalf of their competition. Employees were frustrated too. They had heard complaints but hadn’t digested the consequences. Out of necessity, they assumed ample supply of new customers to replace the disgruntled ones. The costs associated with lost business hadn? t been clear. The team dove into the research, put answers into context, mined new feedback, and made survey adjustments even while they collected more information. They isolated common themes, asked why, and tested actions steps to recover the business. In the end, improved communication systems solved internal conflicts and kept customers in the loop. Investments in new secondary operations simplified customers’ processes and improved predictability. With these changes, the manufacturer was able to recover tenuous relationships, improve its pipeline and the satisfaction of its customers and employees in about a year. Today, the company monitors satisfaction routinely, taking care to not only benchmark against previous year’s performance but to test new ideas and gain a clearer understanding of the feedback it receives informally. So, how to ask the question â€Å"How are we doing and what should we do better? † When a business process like the collection of satisfaction data hardens into concrete steps, it loses flexibility, become sterile and impractical and as a result, can erode value. When data collection is exercise in scoring, ranking, and polling, it blocks inspiration, the creative process, decision-making, relationship-building and new learning that comes from effective listening. Weak CSR: Is a static process: A survey of customer satisfaction done once is a popularity contest. Done over time it can be a tool for decision-making, because it can show progress or setbacks. However, if you ask the same customers the same questions, year after year, eventually they are going to ask you to stop. It is very important to evaluate customer satisfaction routinely, to expose changes, but it is equally important to change it up to test new ideas, show responsiveness and build better relationships over time. Customer satisfaction is dynamic. The CSR process should be too. Ignores Context: Most CSR surveys assign a subjective value to tasks or functions like delivery, development, sales management, or customer service. If, however, the satisfaction score isn’t understood in terms of its relative importance to the customer, it is difficult to see impact on business health. For example, a customer might state that their satisfaction with pricing levels is relatively low — say a 3 on a 7 point scale. Without context, a natural reaction might be to re-examine pricing policies — and those of competitors — to look for guidance. If, however, pricing scored low in terms of importance in comparison to lead-time, a supplier would know that improvements in delivery could dampen the need for reactionary discounting. By knowing the context in which attributes are evaluated, suppliers can better allocate efforts, grow sales and save margin. Before asking â€Å"How we are doing? † CSR should first establish the importance of an attribute in order to provide context. Is Quantitatively Biased: CSR surveys are often biased by the preponderance of closed questions like force ranked lists and 1-7 scoring. Learning about low satisfaction with service may be informative, but investing the time to uncover ideas for improvement is what is crucial to improving a customer relationship. To illustrate, a customer with little tolerance for late deliveries may score delivery as important but add that a simple call to reschedule would satisfy. Without this background, a manufacturer might have invested to retool, having overestimated the hazard. Always ask â€Å"Why? † Keys to Success Treat customer satisfaction as philosophy It’s counter to think that something as fundamental as listening to customers should be institutionalized, but in these days of consolidation and distant markets, it is absolutely necessary. As the knowledge economy continues to evolve, we see that high performers are distinguished by continuously improving CSR processes that get as much attention from process experts as LEAN or Six Sigma. A good first step is to view CSR not as a project thrown over the wall to the new MBA intern, but instead, as a philosophy of listening and interacting with customers. Design CSR that can flex and learn, like people do It’s also counter to think that CSR should be designed to flex with what is known at the moment, but this is actually a sign of effective learning and communication, which are the key ingredients to usefulness. The ability of a research team to make changes along the way depends on whether they see and understand the trends early enough. The important factors determining CSR success are not sample size or repetition, but research transparency and the volume of critical thinking done during the project. Act Small CSR exists because companies are big. The complexities that are introduced when groups enlarge encumber simple activities like listening, thinking and doing. But these are the activities that create value and wealth. To make them simple again, build a great CSR process to do the basic, smart things that entrepreneurs are forced to do. It’s Never the Data If you ask â€Å"How are we doing and what should we do better? † tomorrow, the answers that you get will be different than the answers you got yesterday. The most important ingredient to CSR is the action that you take with what you learn, and the ability of the customer to see and feel value from those actions. Marian Singer is a partner at FiveTwelve Group, Ltd. , a research and consulting firm that works to improve way that businesses, investors and member organizations listen to their customers and markets and how they act on what they learn. www. fivetwelvegroup. com http://www. industryweek. com/companies-amp-executives/what-makes-customer-satisfaction-research-useful Customer Satisfaction Survey By F. John Reh We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. How, when , and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers. How You Ask Whether Customers Are Satisfied There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. You can ask them: Face-to-face As they are about to walk out of your store or office, ask them. Call them on the phone If you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are. Mail them a questionnaire This technique has been used for a long time. The results are predictable. Email them a customer satisfaction survey Be careful to not violate Spam laws Email them an invitation to take a customer satisfaction survey When To Conduct A Customer Satisfaction Survey The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds. If you wait to conduct a survey, the customer’s response may be less accurate. He may have forgotten some of the details. She may answer about a later event. He may color his answers because of confusion with other visits. She may confuse you with some other company. What To Ask In A Customer Satisfaction Survey There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, â€Å"will you buy from me again? † While it is tempting to reduce your customer satisfaction survey to this supposed â€Å"essence†, you miss a lot of valuable information and you can be easily misled. It is too easy for a customer to answer yes to the â€Å"will you buy from me again? â€Å", whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behavior and to collect information about what to change and what to keep doing. By all means ask the basic customer satisfaction questions: How satisfied are you with the purchase you made (of a product or service) How satisfied are you with the service you received? How satisfied are you with our company overall? And ask the customer loyalty questions† How likely are you to buy from us again? How likely are you to recommend our product/service to others How likely are you to recommend our company to others. Also ask what the customer liked and didn’t like about the product, your service, and your company. How Often Should You Conduct A Customer Satisfaction Survey The best answer is â€Å"often enough to get the most information, but not so often as to upset the customer†. In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers. My state renews drivers licenses for five-year periods. It would be silly for them to ask me each year what I thought of my last renewal experience. Conversely, if I survey the commuters on my rapid transit system once a year, I will miss important changes in their attitudes that may be driven by seasonal events. What To Do With Answers From A Customer Satisfaction Survey Regardless of how I ask my customers for their feedback, what I ask them in the customer satisfaction survey, and when I survey them, the most important part of the customer satisfaction survey is what I do with their answers. Yes, I need to compile the answers from different customers. I need to look for trends. I should look for differences by region and/or product. However, I most need to act on the information I get from my customers though the survey. I need to fix the things the customers have complained about. I need to investigate their suggestions. I need to improve my company and product in those areas the mean the most to the most of my customers. I need to not change those things that they like. Most importantly I need to give them feedback that their answers were appreciated and are being acted upon. That feedback can be individual responses to the customers if appropriate, or it can simply be fixing the things that they tell you need to be fixed. What’s Next in Customer Satisfaction Surveys?

Child Trafficking Essays - 1660 Words

Child Trafficking â€Å"The global market of child trafficking is at over $12 billion a year with over 2 million child victims† (â€Å"Stop Child Trafficking Now† 1). This statement from the article â€Å"Stop Child Trafficking Now† describes how serious this crisis is nationwide. Child labor, illegal adoptions and child prostitution are the three forms child trafficking typically exists as (â€Å"Riverkids Project† 1). There has been a rising number of Cambodian children being trafficked for sexual exploitation and forced labor because of poverty, unemployment and lack of education; however organizations such as the Coordinated Mekong Ministerial Initiative Against Trafficking (COMMIT) are trying to raise awareness of this crisis. There is a rising†¦show more content†¦Girls ages 14-17 were forced into work as domestic servants but it wasn’t uncommon to find many girls as young as 8 or 9 years of age (â€Å"Incidence and Nature of Child Labor† 2). Many of these children typically worked a 12-16 hour day and seven days a week (â€Å"Incidence and Nature of Child Trafficking† 2). This evidence shows this crisis is on the rise and as the years go by the children are getting younger and younger. The small country of Cambodia has become a transit, source, and destination for child trafficking victims. There are many children going through Cambodia from Vietnam and Thailand as a result of child trafficking (â€Å"Human Trafficking† 2). In 2006 Cambodia was one of the busiest spots in the world for child trafficking, with many of those victims being delivered into the sex trade in Thailand, Malaysia, Macao and Taiwan (â€Å"Global Crime Case: The Modern Slave Trade† 1). Child trafficking is happening all over the country but t one place notorious is Svay Pak, a run-down village on the outskirts of Phnom Penh (â€Å"Children for Sale† 4). As tourists in Svay Pak you are bombarded by many young children assuming you are there for sex. Throughout the village there are many girls as young as nine who are for sale. As stated by the reporter Bob Mosier, â€Å"You have an 8-year old or 9-year-old little girl you know just looking at you smiling, realizing that yo u’re going to in just a fewShow MoreRelatedChild Trafficking2217 Words   |  9 PagesPriceless Commodity: An Essay on Child Trafficking Child Trafficking is a form of human trafficking. It is defined as the recruitment, transfer and harbouring of children, for purposes of exploitation (Child Trafficking, www.dictionary.com). The trafficking of children is the third largest global consumer market, especially in areas of Asia, Latin America, the Caribbean, the Middle East and North Africa, with an estimated 1.2 million children being trafficked annually. (UN.GIFT). Since povertyRead MoreA Project On Child Trafficking1473 Words   |  6 Pages A Project on CHILD TRAFFICKING IN INDIA Sociology Monsoon Semester 2014 ___________________________________________________________________________ Naresh Rawat ID No. : 214071 ___________________________________________________________________________ INTRODUCTION: Trafficking in people, particularly in ladies, and children has turned into a matter of genuine national and universal concern. Ladies and children – young men what s more young ladies – have been presented to uncommon vulnerabilitiesRead MoreChild Sex Trafficking877 Words   |  4 PagesWhen some people hear the expression â€Å"child sex trafficking† inevitably unspeakable thoughts come to mind, others are unaware this is even happening. Sex trafficking is a serious criminal issue taking place within the borders of the United States, but on the outside of these boarders this crime stands as a reliable source of income for those who participate. 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They are the inspiration for a lot of the humanitarian work in which many people around the world are involved. Threats to the well-being of children are numerous. In addition to many living in less than stable familial environments, children today are continually forced to face the effects of a conflict filled society, regard less of their country of origin. Creating an environment thatRead MoreChild Pornography And Child Trafficking Essay1197 Words   |  5 Pages000 SEX TRAFFICKING BOOK. More than 80% of these victims are women and girls, and 70% of them are forced into sexual servitude SEX TRAFFICKING BOOK. When a person obtains children for the purpose of sexual exploitation or child pornography and plan to victimize these children for illegal activities, this is defined as commercial sexual exploitation Commercial Sexual Exploitation Fact Sheet. UNICEF Commercial Sexual Exploitation, which includes child trafficking, child pornography, and child sex tourismRead MoreCauses And Consequences Of Child Trafficking1264 Words   |  6 PagesExecutive Summary This report investigates the causes and consequences of child trafficking in Thailand and the significant impact that it might have on the victims. Human trafficking is the violation of human rights involving â€Å"extreme forms of exploitation and abuse† (Kiss et al. 2015). Thailand is the main destination for child trafficking, as it â€Å"is recognised as a state with significant levels of child trafficking† (Pink 2013). The majority of the victims are trafficked for forced labour, withRead MoreThe Problem Of Child Sex Trafficking1199 Words   |  5 PagesChild Sex Trafficking Have you ever walked into Wal-Mart and taken the time to look at the numerous pictures of missing youth that is plastered on the wall? When looking at how long they have been missing, it ranges anywhere from months to years. Looking at their age, both boys and girls, it is hard not to wonder if these kids are being trafficked. Child sex trafficking, also known as human trafficking, is a major issue that is not only plaguing the United States, but the world. ResidingRead MoreThe Impact Of Child Trafficking On Society1963 Words   |  8 PagesAbstract This paper explores the impact of child trafficking in society. Poverty, gender inequality, and globalization are some risk factors that contribute to child trafficking. Even if governments, the United Nations and other important human rights institutions strive to stop the propagation of this pandemic, it seems not enough. What is more, the extent of the problem lies on how some societies look at minor prostitution and the meaning of human life. In many poor countries sexual exploitationRead MoreThe Effects Of Child Trafficking On Children2912 Words   |  12 Pagesin severe cases can escalate to the death of the victims. Child trafficking is one of the most dangerous issues affecting in a local and global extent. Child trafficking has a far-reaching history that explains who, what, and where in great emphasis. Our government and others around the world have set policies that have tried to fight this issue. From this programs or policies, possible solutions have risen to help elim inate child trafficking, as well as assistance for victims. Today it is not rare

The Theories Of The Behavioral Learning Theory - 947 Words

1) Which of the examples makes use of the behavioral learning theory? The Interactive Body module makes use of the Behavioral Learning Theory. If the person taking the module does not have previous knowledge of anatomy, he or she will get through the module guided by the hints and clues and mostly guessing. The designer forces the learner to follow those steps. In the end. Taking the module reminded me of Skinner. B.F. Skinner, throughout his life, advocated an approach to the study of psychology and learning that is focused on behavior(Reiser, pg. 36)His belief was that learning can be understood, explained, and predicted entirely on the basis of observable events namely, the behavior of the learner along with its environmental antecedents and consequences (Reiser, pg. 36). Skinner’s methods for operant conditioning relied on reinforcement and punishment, with an emphasis on positive reinforcement. As pointed by Peters(2013) â€Å" Of course, Skinner didn’t invent the ideas of punishment and reward, but he conceptualized them scientifically and conducted experiments to determine how to use them most effectively, based on various schedules of frequency (Behavioral Conditioning, para. 4).† Peters (2013) states that â€Å"learning based on behaviorism tends to focus on rote learning through drill and practice exercises. The learner (â€Å"the empty vessel†) is required to memorize then reiterate information to show learning (Behaviorism and eLearning, para. 4).† 2) Of the examples, whichShow MoreRelatedThe Theory Of Behavioral Learning Theory901 Words   |  4 Pagesthe behaviorist theory states that individuals develop certain behavior traits based off of their reaction to certain events that they are presented with. This means that people act certain ways because of how they handled situations that have occurred in their life. Introduction to Behavioral learning theory. For example, inside the classroom, teachers could use this theory to help children behave correctly and have a positive outlook on their schoolwork. By understanding the theory, teachers wouldRead MoreThe Social Learning And Behavioral Theory1617 Words   |  7 Pagesage of 25, their relations with the police, the environment they were raised in and their experiences could prolong their run ins with the government and create a bad viewing of the police for the rest of their lives. By using the social learning and behavioral theory, which believes development of these you ng and ever-expanding minds are determined by not only what they experience and see growing up, but how they are taught, their environment and conditioning, the Criminal Justice system in the UnitedRead MoreEssay on Behavioral Learning Theories887 Words   |  4 PagesBehavioral Learning Theories Most theorists agree that learning occurs when experience causes a change in a persons knowledge or behavior . Behaviorists emphasize the role of environmental stimuli in learning and focus on the behavior, i.e., an observable response. Behavioral theories are based on contiguity, classical and operant conditioning, applied behavior analysis, social learning theory and self-regulation/cognitive behavior modification. Early views of learning were contiguityRead MoreExamination Of Behavioral Learning Theory919 Words   |  4 Pages Examination of Behavioral Learning Theory Behavioral learning theory encompasses three specific schools of thought, Pavlovian, The Thorndyke School of Thought, and Skinnerism. Behaviorist claimed that only observable â€Å"overt action† (that is, behavior) was worth studying because it’s the only thing we can see, and therefore measure empirically (Peters, 2013). In each of the instructional design examples the behaviorism concept is prevalent. As an example, The Anatomy of A Wind Turbine, TheRead MoreBehavioral Learning Theory Essay901 Words   |  4 PagesThe Behavioral Learning Theory believes that behavior is learned from either the environment, the people in the individuals life, the media, or society as a whole. This theory contradicts the Biological theory, which states that criminals are born to be bad and that criminal behavior is inherited. The behavioral theory looks at the environment as well as societys impact on how an individual acts which might be the reason for criminal behavior. This the ory blames the environment as well as theRead MoreThe Behavioral Approach : The Learning Theory Essay1875 Words   |  8 PagesThe Behavioural approach (also called the learning theory) focuses on the belief that our environment, e.g. people, experiences and learning, influences the development and behaviour of an individual whilst thinking the internal functions, such as thoughts and cognition, are impossible to observe, so they are not apart of the scientific approach to psychology. This theory is also based on the concept of ‘explaining behaviour through observation. Behaviourists assume individuals are born as a blankRead MoreSocial Learning Theory : Theory Of Reward And Punishment Of Behavioral Reinforcement955 Words   |  4 PagesSocial Learning Theory: Albert Bandura (1977), a psychologist, proposed social learning theory to integrate the behaviorism with the cognitive theory to explain why people behave in a certain way, irrespective of the type of environment they are in. Bandura tried to integrate the behavior, cognition, and the environment to postulate the social learning theory. Many academicians have seen Bandura as the neo-behaviorist theorist (positivist) despite the fact that he believed in self-help, self-regulationRead MoreLearning Theories : A Comparison Of Behavioral And Cognitive Views1163 Words   |  5 PagesLearning Theories: A Comparison of Behavioral and Cognitive Views Cognitive and behavioral learning theories tend to dominate modern discussions of learning theories. Employed in both educational and clinical settings, both have important contributions to understanding how and why individuals learn. Is one approach statistically better than the other, or do they each have their own place where one approach may be more effective under specific circumstances? Each theory has supporters who claimRead MoreLearning Theories, Behavioral Tendencies, And Social Development2000 Words   |  8 PagesIntroduction Gaining experience as a future teacher helps in understanding the multiple challenges of education. By observing these challenges, one becomes better equipped and more prepared to enter the field. Learning theories, behavioral tendencies, and social development are all factors that affect a student’s success in education. In this paper I will analyze and explain the observations made inside and outside of the classroom at Clarkston High School. Clarkston High School I chose to completeRead MoreThe Mastery Learning Model Aligns Well With Behavioral Learning Theory2598 Words   |  11 Pagesmastery learning model aligns well with the behavioral learning theory. Behaviorism emphasizes students to exhibit their learning through action, which can be objectively observed. In other words, learning is a measurable change. 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