The Inability of Brutus to Assume Political Leadership of...

The Inability of Brutus to Assume Political Leadership of the Conspiracy Against Julius Caesar in Shakespeares Play In Julius Caesar, Shakespeare presents a broad range of historical personalities as complicated human beings in agonizing conflict with one another and with themselves. Literary authors A.L. Rowse once wrote, No issue hinders a mans leadership capabilities more than his confusing perception of honor, noble idealism, and inner self-conflict (15). In his drama about power, nobility, assassination, and revenge, Shakespeare examines this particular issue best in his simple yet complex characterization of Brutus. Guided by conflicting emotions, Brutus, an idealistic man, is unable to assume†¦show more content†¦Vexed I am Of late with passions of some difference, Conceptions only proper to myself, Which gives some soil, perhaps, to my behaviors. But let not therefore my good friends be grieved (Among which number, Cassius, be you one), Nor construe any further my neglect Than that poor Brutus, with himself at war, Forgets the shows of love to other men. (1.2. 37-46). In Scene I, Cassius utters the first in a series of persuasive remarks designed to win Brutus on the part of King 2 the conspiracy to destroy Caesar. But Brutus is incapable of assuming the leadership role as his self-conflict reflects both his personal love of Caesar and his duty to the Republic. He

Social And Cultural Values On Economic Development

Social and cultural values directly affect economic development through the attitudes toward progress and changes in perspective. Dynamics of economic development in different countries vary as those countries recognize the different values and views on the economy. Some societies that are valuing achievement and personal gain experience a greater and faster level of economic development than the societies that discourage personal achievement and collection of wealth. â€Å"Changes in social structures occurring during the process of economic growth can be considered direct consequences of this process, while other changes are caused by factors such as technological progress, that affect simultaneously social structures and growth† (Bourguignon 2011). Due to the today’s advanced technologies and degrees of development, one could argue that society is experiencing the golden age. However, this economical development has caused some significant damages and has created a wide-range pool of disadvantages to the still developing third world countries - raise in social inequality with the declining quality of life and the lack of opportunities, limited freedom of speech and individual rights resulting in resignated approach and attitudes toward the world’s problems, and issues as well as a weak decision-making power in global problems. With that being said, how can we define the economic development? In economics, there is a continuing movement that is taking place. The economyShow MoreRelatedUnderstanding Culture, Development and Interrelationship1622 Words   |  7 PagesRelationship of Culture and Development Introduction The center of attention is to see the relationship between culture and development by understanding both the phenomenon’s conceptually. 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Government-operated Gambling Free Essays

Over the past few years, government operated gambling has grown into a massive business, there has been much controversy around the topic of weather or not Gambling should be regulated. In this essay I will explain my point of view on this topic and give examples that support my ideas. So, what should the state’s policy towards gambling? I believe that the state should not regulate gambling because of three main reasons. We will write a custom essay sample on Government-operated Gambling or any similar topic only for you Order Now My first reason is people’s rights and freedoms. Second, Gambling has grown into a major industry over the pas few years; the centre for addiction and mental health stated in their Gambling Policy framework in 2011 â€Å"Government-operated gambling has steadily expanded in Ontario in the past two decades, revenues reaching $4. 7 billion in 2009. † (2). This shows that Gambling has grown to become a major industry in today’s economy and by doing so it has helped society in several different aspects, the growth of the gambling industry has lead to an increase in revenue for the government, thus resulting in more social benefits towards the public. Finally, The gambling industry has lead to many job opportunities in north America, offering a beacon of hope to those in need of jobs during a recession. In modern society, freedom is not only supported but also cherished, people should be given the freedom to live their lives as they please, weather they choose to live their lives in a healthy way or not that is up to them. However, they must be given the right to live as they please. In the United States, groups such as the KKK are protected under the first amendment, which protects their freedom of speech, no matter how ludicrous it may be, they have the right to say as they please. The same should be applied to life. People should have the choice to live their lives as they please without being watched over by the government. Since gambling does require participants to be of legal age, we know that the people gambling are adults. These grown ups should be able to have control over their own lives, its their responsibility to understand the chances they are taking when gambling. Some may argue that certain people can’t control their gambling problems and have gotten too addicted to gambling and that casinos take advantage of these people. These claims are supported by some statistics given in the centre for addiction and mental health, which states, â€Å"it is estimated that between 30% and 40% of Ontario’s gambling revenues come from the 3% of the population with gambling problems† (2). This statistic shows that the gambling industry does heavily depend of the people addicted to the game. I would respond by expressing two points. First, the people with gambling problems of which they cannot control are a minority, in Jonathan Wolff’s â€Å"Ethics and public policy A Philosophical inquiry†, the author states that â€Å"between 0. and 0. 8 of the UK adult population could be classified as problem gambles† (59). Furthermore, in the centre for addiction and mental health’s Gambling Policy framework in 2011 that â€Å"just over 3% of the province’s population experiences moderate to severe gambling problems. †(57). These numbers do not justify having to discipline a n entire industry that would affect hundreds of thousands of people that work in it and making their living off jobs in that industry. Second, increasing government regulations on casinos and lotteries will not stop these problem gamblers from gambling. Jonathan Wolff states â€Å"in the late 1950s there were towns about 25 percent of the adult population gambled illegally on a regular basis. †(55). Taking this point into perspective, it could be inferred that if the government increases the regulations on legal casinos and lotteries that would make it harder for people with an addiction to gamble, these people will find other ways to feed their addiction. This is a severe problem because when these people begin to gamble illegally they will put their money into other illegal activities, which could include drugs, weapons or violence. In fact, many large gangs could use this opportunity to fund their illegal activities, which would lead to more trouble in society; another point to be made towards this issue would be that of money, not only would these gamblers be putting their lives at risk when gambling illegally and dealing with gangs, but they could also be keeping this money out of the government’s hand which could go government programs to help the less fortunate. This brings me to my next point and that is that gambling has become a major source of revenue for the government. Government regulated gambling has grown into a massive industry which generates a significant amount of revenue each year of which most ends up in the government as funding for many different organizations. in the paper named â€Å"Gambling: Its Pleasure and costs† by Lorne Tepperman it states that â€Å"The industry group’s report †¦ says 57 per cent of gambling revenue – $8. 7 billion- supported government services and charities. (9). Tepperman also states that gambling is the â€Å"most financially significant† (9) segment in entertainment and that it contributes â€Å"$15. 3 billion a year to the economy, according to the Canadian Gaming Association. † (9). Ronald Pavalko also states in his paper titled â€Å"gambling and public policy† â€Å"State revenues from casino taxes totaled nearly $3. 5 billion. † (336). The reality is that today, we are in a recession we can’t afford to decrease that revenue by implementing harsh restrictions on gambling. It is argued that even though gambling is a major source of revenue for the government, it is also a source of misery for people with gambling addictions. The centre for Addiction and Mental health states that â€Å"For these individuals, a range of harms may occur, resulting in heavy social, economic, and health costs such as crime, dysfunctional relationships, and bankruptcy. † (2). However, the solution to this problem is not adding restrictions to gambling but is actually using the money made from gambling towards a better cause. As I have previously stated, people addicted to gambling will not be cured from their addiction by regulating legal gambling because they will find other means to feed their addiction. I believe that the best solution to these people’s gambling problem would be using the revenue that they generate for the government in taxes could be used to create social programs for people with serious addictions to gambling that would help them quit. I believe this solution would be ideal because the minority of people with gambling addictions will be treated in a proper healthy way in order to get over their addiction, the left over revenue could still be used in other social programs and finally, the money and profit that the casinos and lotteries generate will still flow which would result in more jobs, another source of income to the economy and would prevent people from getting fired from their jobs if harsh restrictions were to be applied to gambling agencies. My final argument for this essay is that of employment. As previously stated, gambling generates a huge amount of revenue for the government, Gambling is a growing industry and with its growth it creates several opportunities for jobs for people in need. Gambling generates many jobs that help the economy grow in this time of need. Gambling generates jobs of all sorts, from the engineers and architects that build and design the casinos, to the people who sell lottery tickets, to those who actually work in casinos. All of these people generate their income because of the gambling industry. Tepperman states that in Canada gambling accounts for â€Å"267,000 full time jobs. † (6). Pavalko also states in his paper that in only eleven states a total of 370,207 people are employed in casinos, In a country with a current unemployment rate of 8%, the Gambling industry should be seen as a source for solutions to a much more serious problem than an addiction to gambling. Expanding the gambling industry will in return create more job opportunities and help decrease the unemployment rate dramatically. However, if the government begins to set harsher policies towards gambling and casinos are required to cut costs, the unemployment rate might increase which would create even more social issue, which could result in protests and riots from the workers who have lost their jobs due to the harsh policy towards gambling. Some might argue that Gambling still creates harm towards many people and even though it can create jobs it can also result in many people losing their jobs. I would respond by quoting Lorne Tepperman â€Å"A majority of adults gamble responsible; only a small minority of the population experiences gambling related harm. (1). I believe that gambling will create more jobs that it will end and that that is just a minor side effect that could be easily cured by the revenue that gambling will generate for the government, this money could be put back into society and produce new projects that create new job opportunities and these jobs could be offered to those who had lost their previous jobs. In conclusion I would say that I do not believe that the government should regulate gambling because of the reasons that I have stated earlier in this essay. First, Gambling is a choice and freedom. It a civil right and the government should not be able to decide weather or not you are allowed to gamble or how much you are allowed to gamble. Second, Gambling has grown into a major industry and has become a major source of revenue to the government. Gambling has helped fund many government programs used to help the less fortunate, even though gambling does create certain people who are addicted to it, they are nowhere near as many as the people whom gambling helps. In this situation the pros drastically outweigh the cons and as previously stated, the revenue generated from gambling could go towards social programs made to help people with gambling addictions, that way these people will eventually cure themselves of their addiction and the hundreds of thousands of people whom depend on gambling a source of income would not be affected, which is what I believe is a win-win situation. This brings me to my final argument, employment. The gambling industry has created hundreds of thousands of job opportunities to many of those who need it, especially in a recession where millions struggle to find an income support for them and their families. I would say that the government should encourage gambling businesses to grow. However, as Christiane Pouline states in his paper titled â€Å"Gambling† that â€Å"Decisions on policy pertaining to gambling need to be based on a full accounting of the health, economic and social benefits and costs of gambling. (1208). Which is why the policy towards gambling should be set to help both the gambler and the Casinos. That policy should state that a majority of the profit that is generated from Casinos should go towards social programs that will benefit society; these social programs should include programs made to help gambling addicts with their problems. James Doughney perfectly sums up this policy in his book titled â€Å"The poker machine state†. Doughney says, â€Å"Try to do good; but even when you cannot at least do not knowingly cause harm. † (1). Over the past several years, gambling has grown into the largest sector of the entertainment industry, creating the most amount of revenue to the government. Our society should be scared of this phenomenon and try to regulate it, we should actually take advantage of it and use it to help make the most the most of this opportunity by using the money made from gambling to improve our lives and the lives of those around us. How to cite Government-operated Gambling, Essay examples

Vitamin E and Coronary Heart Disease

Question: Describe about vitamin E and coronary heart disease? Answer: Epidemiological evidences: Various ecologic studies as well as epidemiological evidences suggested that the region of the people have greater chances to suffer from various coronary heart diseases where intake of vitamin E, is in comparatively in less amount. But the effectiveness of this vitamin E is more relevant for the prolong period of time, as two separate clinical study reposts that people who intake anti-oxidant in the form of vitamin E for more than two years has 40 % lower chances to suffer from the coronary heart disease, but when the study conducted for less that 6 months there is no remarkable effect of vitamin E is found (Basson, 2010). In the second cases the duration of doses also very short like 100IU/d. Rapidly increasing clinical evidence suggest that regular intake of vitamin E decrease the risk of atherosclerosis as well as other coronary heart diseases as vitamin E act as scavengers of free radicals which partially or completely prevent the oxidation of fatty acid. In other side of random ized survey, a dose of 50 IU of vitamin E has no such effect on the risk of getting coronary heart disease as well as atherosclerosis. So it can be suggested that comparatively higher doses of vitamin E have significant influence on reducing the risk of coronary heart disease (First International Congress of Translational Research in Human Nutrition March 1920, 2010 Polydome, Clermont-Ferrand, France,2010). In a clinical study which is conducted by nutritionist gay in a cross sectional methods on three specific areas of Europe. The areas are classified upon the tendency of people of particular area to get attack by coronary heart disease; these are high mortality for coronary disease including Scotland, North Karelia etc; medium mortality area for coronary diseases like Northern Ireland as well as low mortality is like southern Italy (Guo, 2010). It is significantly shown that concentration of vitamin E which is adjusted in relation to the cholesterol in blood plasma is remarkably higher in the people who are belonging from the low mortality area for coronary heart disease. In a context of another detailed study effectiveness of anti-oxidants in the form of vitamin E is proved. This study includes the 16 different populations in Europe which is conducted on cross sectional structure, also suggested that plasma concentration Vitamin E and risk of coronary heart disease or coronary mortal ity rate are inversely proportional to each other (Hill, 2010). Though the dietary intake of vitamin E is the main focusing factor in relation to the coronary heart disease, but certainly other factors associated with coronary heart disease must be considered. Here for specific individual who are administered optimum amount if vitamin E in daily basis as well as for the people who has the more plasma concentration of vitamin E in their blood have relatively low chances of coronary heart diseases (Hosseini, 2011). In a clinical study in the form of cross-sectional design conducted by Salonen, concentration of vitamin E in the blood plasma of patient is compared to the plasma concentration of healthy subjects. In this study there are two groups are involved ( Majima, 2011). The first group is associated with 449 people who have never had coronary heart disease or any symptoms of coronary heart diseases. The researchers evaluate the concentration of vitamin E in the blood plasma of this group in the method of stress test which is negative. In the other side the second group is associated with 65 people who undiagnosed coronary heart disease in the past or any symptoms of coronary heart diseases. The researchers evaluate the concentration of vitamin E in the blood plasma of this group in the method of stress test which is positive (Appelman, 2010). As the results came out, it can be suggested that there are no remarkable differences in the average value of concentration of vitamin E in the blood plasma of each individual group. In the case of another clinical study which is conducted in the case-control design by Riemersma in 350 people, where angina pectoris is under the focusing factor, relating to the concentration of vitamin E in blood plasma. After the scientific evaluation in prospective structure overview the researchers suggest that in which cases the plasma level of vitamin E is lower, the occurrence of angina pectoris or the probability as well as the symptoms of the angina pectoris significantly became higher. Prevention of coronary heart disease in the perspective of vitamin E and its effects: Basically number of compounds exists in combined form in vitamin E which is very significant from the perspective of anti-oxidant characteristics. Various important elements like tocopherol, tocotrienols which act as lipid soluble substance in the form of anti-oxidants (Nikkhah, 2011). The main reason behind the low risk of getting attack of coronary heart disease upon the application of vitamin E is that, the anti-oxidant property of vitamin E prevents the oxidative modification caused by lipoprotein with low-density as well as cholesterol. And this low oxidation helps to decrease the amount of lipoprotein or cholesterol uptake which later accumulates in the artery lumen. In the perspective of coronary heart diseases management plan, various observational study suggest that those who are administered optimum amount of anti-oxidant in the form of vitamin E ,have greater chance to prevent the abnormalities relating to cardiovascular system. The associations of America which are dealin g with various heart diseases are also suggested that balance diet intake, mainly focusing on the fruits and diet as well as green vegetables which are the rich sources of anti-oxidants especially in the form of vitamin E (Norval, 2014). Though in the significant recommendation of the associations of America which are dealing with various heart diseases, there is no indication of supplement of vitamin E. Vitamin E also directly responsible for the reduction of excessive amount of fatty tissue in the body thus it also reduces the risk of heart attack. As vitamin E methodologically hydrolyzed before it can be absorbed in the intestine so, most of the cases for the healthy persons, it is effective as well as safe (Raukas, 2012). But intake of vitamin E can be causing some vital adverse effect, when it administered in excessive high dose. The fatal high dose like, in the range of 400 IU/day to 450 IU/day may cause even death of the patient or individual. Besides this various significant adverse effect are there for the administration of vitamin E in excessive amount. These are nausea associated with diarrhea, patient may also suffer from cramp of stomach, gaining excessive body weight. Weakness followed by depression; blurred vision and rash will also included in the adverse effect for intake of vitamin E in excessive amount especially prolong period of time. Discussion: It is one of the most important parts where overall view on the vitamin E and in the boarder perspective anti-oxidants and coronary heart diseases are discussed. Vitamin basically treated as a fat-soluble nutrient which is naturally sourced in foods such as nuts, seeds, fish oils and vegetables that act as a crucial lipid associated antioxidant within the body. It can be suggested on the basis of various clinical study that comparatively higher doses of vitamin E have significant influence on reducing the risk of coronary heart disease (Schaefer, 2010). Vitamin E is present in membranes and lipoproteins that terminates various essential chain reactions like free radicals involving lipids. Free radicals are atoms which contain unpaired electrons they are able to exist independently and are highly reactive, due to this free radicals can start chain reactions causing damage to cellular components, DNA or cell membrane which can contribute to the development of cardiovascular disease or cancer. When vitamin E has been excreted into the bloodstream by plasma lipoproteins and erythrocytes the chylomicrons transport alpha-tocopherol from enterocyte to the liver. Serum concentrations of vitamin E depend on the liver, which absorbs the essential nutrients of alpha-tocopherol from the small intestine. However recognition of Vitamin E antioxidant have been associated with reducing the risk of many diseases such as, cancer, atherosclerosis and chronic inflammation, having being provided with an adequate dose of vitamin E.Excessive use of vitamin E also have some adverse effects.These are nausea associated with diarrhea, patient may also suffer from cramp of stomach, gaining excessive body weight. Weakness followed by depression; blurred vision and rash will also included in the adverse effect for intake of vitamin E in excessive amount especially prolong period of time (Sun, 2010). Coronary heart diseases mainly are a build-up of fibrous and fatty materials within the arteries; the atheroma starts to accumulate within the lining of the artery wall causing inflammation. If the arteries are unable to repair the tissue creating a seal of fibrous material over the fatty core, eventually the fatty material will form into plaque. The process continues more atheroma accumulates which results in inflammation and increasing plaque formation narrowing the arteries, this is an underlying condition of Coronary Heart Disease (Trepanowski, 2010).Inflammation may develope in a lesion formation, inflammatory mediators and cytokines stimulate migration and proliferation of smooth muscle cells of the vascular deposition of extracellular matrix molecules, elastin and collagen produces the expansion. If there is abnormality in fibrous cap this can effect in a rupture resulting in underlying thrombogenic tissues, from these actions the plaque can continue to form atherosclerotic le sions inducing the thrombus formation which realises the inflammatory receptors increasing the growth narrow spacing in lumina (Turker,2010). The main cause of the low risk of getting attack of coronary heart disease upon the application of vitamin E is that, the anti-oxidant property of vitamin E prevents the oxidative modification caused by lipoprotein with low-density as well as cholesterol. And this low oxidation helps to decrease the amount of lipoprotein or cholesterol uptake which later accumulates in the artery lumen. In the perspective of coronary heart diseases management plan, various observational study suggest that those who are administered optimum amount of anti-oxidant in the form of vitamin E ,have greater chance to prevent the abnormalities relating to circulatory system (Wallace,2011). After the various clinical study on various heart diseases and application of vitamin E researchers also suggested that balance diet intake, mainly focusing on the fruits and diet a s well as green vegetables which are the rich sources of anti-oxidants especially in the form of vitamin E. Anti-oxidant in the form of Vitamin E is present in membranes and lipoprotients which can prevent chain reactions such as free radicals involving lipids. In the mechanism of action of anti-oxidants in the management of coronary heart diseases, and here free radicals are important factor, which contain unpaired electrons they are able to exist independently and are highly reactive (Zivkovic, 2011). Conclusion: After the above discussion about the Prevention of coronary heart disease in the perspective of vitamin E and its effects it can be concluded that with the various effective and relevant medicine of various especially coronary heart diseases anti-oxidants in the form of vitamin E is also very significant. As the Coronary heart diseases are affects the artery which consists of fibrous and fatty materials within the arteries; and in the mean time thermo starts to consume within the lining of the artery wall causing inflammation. If the arteries are unable to repair the tissue creating a seal of fibrous material over the fatty core, eventually the fatty material transform into plaque and it vitamin E prevents the oxidative modification caused by lipoprotein with low-density as well as cholesterol. Another important element is health literacy which is the basic platform of understanding and application of various management strategies which has to conduct by patient himself. It degree of understanding by which an individual can able to identify and analyses the primary health information and can prepare for the further appropriate step influencing the overall management plan of diabetes in the perspective of self-awareness. References Basson, C. and Lerman, B. (2010). Topics in structural heart disease. New York: Demos Medical Pub. First International Congress of Translational Research in Human Nutrition March 1920, 2010 Polydome, Clermont-Ferrand, France. (2010). The journal of nutrition, health aging, 14(3), pp.244-256. Guo, X., Liu, J. and Li, H. (2010). e0277 Use of traditional Chinese medicine preparations in outpatients with coronary heart disease in China and its influence on the use of guideline-recommended therapies: Results from the Bridging the Gap on CHD Secondary Prevention in China (BRIG) Project. Heart, 96(Suppl 3), pp.A87-A87. Hill, A. (2010). Research handbook for health care professionals. Journal of Human Nutrition and Dietetics, 23(4), pp.429-430. Hosseini, E., Grootaert, C., Verstraete, W. and Van de Wiele, T. (2011). Propionate as a health-promoting microbial metabolite in the human gut. Nutrition Reviews, 69(5), pp.245-258. J. Majima, H., P. Indo, H., Suenaga, S., Matsui, H., Yen, H. and Ozawa, T. (2011). Mitochondria as Possible Pharmaceutical Targets for the Effects of Vitamin E and its Homologues in Oxidative Stress-Related Diseases. Current Pharmaceutical Design, 17(21), pp.2190-2195. Maas, A. and Appelman, Y. (2010). Gender differences in coronary heart disease. Netherlands Heart Journal, 18(12), pp.598-603. Nikkhah, A. (2011). Science of Camel and Yak Milks: Human Nutrition and Health Perspectives. Food and Nutrition Sciences, 02(06), pp.667-673. Norval, M. (2014). A Short Circular History of Vitamin D from its Discovery to its Effects. Res Medica, 268(2). Raukas, M., Rebane, R., Mahlapuu, R., Jefremov, V., Zilmer, K., Karelson, E., Bogdanovic, N. and Zilmer, M. (2012). Mitochondrial oxidative stress index, activity of redox-sensitive aconitase and effects of endogenous anti- and pro-oxidants on its activity in control, Alzheimer's disease and Swedish Familial Alzheimer's disease brain. Free Radical Research, 46(12), pp.1490-1495. Schaefer, E. (2010). High density lipoproteins, dyslipidemia, and coronary heart disease. New York: Springer. Sun, L. and Lu, S. (2010). e0328 Coronary artery calcification may predict coronary heart disease in women patients. Heart, 96(Suppl 3), pp.A102-A102. Trepanowski, J. and Bloomer, R. (2010). The impact of religious fasting on human health. Nutr J, 9(1), p.57. Turker, Y., Ozaydin, M. and Yucel, H. (2010). Heart rate variability and heart rate recovery in patients with coronary artery ectasia. Coronary Artery Disease, 21(1), pp.8-12. Wallace, T., Guarner, F., Madsen, K., Cabana, M., Gibson, G., Hentges, E. and Sanders, M. (2011). Human gut microbiota and its relationship to health and disease. Nutrition Reviews, 69(7), pp.392-403. Zivkovic, A. and Barile, D. (2011). Bovine Milk as a Source of Functional Oligosaccharides for Improving Human Health. Advances in Nutrition: An International Review Journal, 2(3), pp.284-289.

Religion in Society. Religious Influence on Politics

The Catcher in the Rye - Journal

The Catcher in the Rye - Journal The Catcher in the Rye shows many displays of themes in which J.D. Salinger stays true to, from start to finish. On page 5, Holden is on his way to Spencer's house and he says "terrifically cold...you felt like you were disappearing every time you crossed a road." Similar words appear later in the book on pages 197 and 198 when Holden says, "I had this feeling that I'd never get to the other side of the street...Allie don't let me disappear." Holden's words here open a door to a great portion of the motifs expressed throughout the novel. Holden mentioning that he is cold along with him disappearing once he crosses demonstrates loneliness. His cry for help or comfort from Allie proves his inability to trust or connect with the people surrounding him, let alone people that are alive. Holden's feelings of never reaching the other side or disappearing while crossing the road, the street being symbolic of not just a physical, tar road but of a passageway in life, illustrates his fears of progressing.Jerry Kirkhart's Montaà ±a de Oro Hazard Tidepool D...In the novel, numerous times Holden refers his knowledge of something/someone to a book. For example on page 76 Holden claims he knows Jane (Gallagher) like a book. Normally, one would compare having such knowledge to the back of her hand, or some bodily feature. Reading is a solo activity that occurs in the mind, not involving anyone else or revealing anything to others; includes alienation, thus Holden being fond of it.During the entire book, Holden constantly does things; he never lounges alone without movement. He always makes conversation with strangers, or smokes, etc. For instance, on page 88 Holden talks about elevators and then says, "All of a sudden you have to walk." Holden's need to walk is the same as Holden's...

Developing an Evaluation Plan and Disseminating Results Essay

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Read the documents carefully and you will able to know what I want Essay

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Chinese philosophy Essay Example | Topics and Well Written Essays - 1250 words - 1

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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