Validity And Reliability Of The Election Of 1824 - 1381 Words

This research relies heavily on theoretical data especially in relation to elections taking place in the nineteenth century. Because of this one might question the validity and reliability of the conclusions. The sources I used to reach those conclusions are qualitative and they aim to understand why the elections have turned out the way they ultimately did. Some numerical data exists for the 2000 election and I will utilize those figures in relation to that election to explore corruption. While the information will be helpful in further understanding one election it will not be when comparing all elections. This type of research is not definitive and I suspect it would be difficult to end all analysis of these elections with the work done in this paper. Much more can be explored and concluded, especially in the area of poor campaigning. If historians and empirical experts study these elections they might find exactly how Grover Cleveland’s refusal to leave Washington D.C. affected his loss to Benjamin Harrison. Until that time comes these theories will have to be sufficient. The election of 1824 was the first time a candidate who had not one the popular vote was named the next president. This election was especially unusual because John Quincy Adams also failed to secure the majority of the electoral votes. The 6th president of the United States, a new democracy that prides itself on running a government for the people by the people, was a man who was neither decided byShow MoreRelatedManaging Information Technology (7th Edition)239873 Words   |  960 Pagesstandard is backward compatible with the earlier Wi-Fi standards, so that it will co-exist with—and eventually replace—all of the earlier standards. Many commentators believe that the 802.11n standard, with its increased speed, coverage, and reliability, will hasten the movement to replace wired LANs with a wireless office environment (Bulk, 2008; Moerschel, 2010). The newest type of wireless network is WiMAX (short for worldwide interoperability for microwave access), which is based on the

Analysis Of Mark Danner s The Salvadoran Civil War

Throughout history mankind has proved itself to be capable of many horrifying actions and atrocities on its own people. One such event occurred inside and in the proximity of the village of El Mozote, in Morazà ¡n, El Salvador, on December 11, 1981, when the Salvadoran Army killed more than 800 civilians in the course of the Salvadoran Civil War. To truly understand the complexity of this event and its impact/place in history author Mark Danner has complied an in-depth assessment of this incident (expanding on his original investigation which appeared in the publication The New Yorker) and attempts to decipher how and why the truth of this matter was hidden from the public, due to the United States’ entanglement in Cold War politics.†¦show more content†¦This intense feud would soon involve the lives of all individuals living in the country, as the military would routinely and systematically execute any alleged rebels, while the FMLN sought to cut power lines, destroy bridges, tear down coffee plantations and remove any other industrial materials that supported or funded government activities. It was the violent nature of this conflict which would instigate attacks such as the one on El Mozote. In early 1981 a special branch of the El Salvadoran army entitled the â€Å"Atlacatl Battalio† was created utilizing soldiers from the current military. These elite units were specifically trained for counter-insurgency (guerilla) warfare, and were directed to seek out and destroy any guerilla activity. Due to methods used in guerilla-type warfare, this division was established as the first unit of this nature in the Salvadoran armed forces and was specifically trained by United States military advisors brought in to oversee preparation (266). This specialized unit was created for a specific mission, Operacià ³n Rescate (Operation Rescue), in which the primary aim was to â€Å"prevent the establishment of an insurgent zone in Morazan, which could lead to international recognition of the insurgents as a belligerent force† and thus possible receive military aid from sympathetic nations(32). Prior to entering El Mozote, this military group been conducting interrogations (few with executions coinciding) in nearby villages in order

Ethical Issues Organization Mistreated

Question: 1: Does your company show any concerning in ensuring staff can relate well in order to have a harmonious working environment 2: How has your organization mistreated you in any way you think your life was threatened? 3: Do you prefer hiring the person you know to your company as a way of improving finances and profit maximization . Answer: Questionnaire The survey questionnaire right here is to provide each individual with a chance to evaluate various issues affecting you within the company and views you believe can be helpful in ensuring your employer can provide a better working environment Please do indicate the extent to which you agree with the following statements by ticking [] in the spaces provided below by following instruction for question 1 and question 2 which have sub question to be answered to. For part 3 you are free to provide any information you feel will be important towards the research. Feel free to answer all question to an extend of your ability. SA = Strongly Agree A = Agree; U = Undecided, D = Disagree SD = Strongly Disagree. SA A U D SD 1)The company has always tried to ensure employees can relate well irrespective of their background and religion lines 2)The staff are always oppressed it time for working as they are not given an opportunity to rest 3) DO you think the study will involve participants who are particularly vulnerable or unable to give informed consent? (For example, children, people with learning disabilities, 4)Achieving exemplary work and balancing of employees life has remained to be important to the company and family 5)Internal development of staff is encourage through having career talks SA A U D SD 6)Has Safety has remained to be the top priority of the in the working environment 7)Measures have been undertaken to ensure impact of climate change and pollution of the environment is minimized through use of clean fuels 8)The staff are encouraged to have their kids use organization resources such as libraries at a fee 9) Having relationships with coworkers is totally discouraged; do you think you are being denied your right? 10)Do you advocate to be given favors for you to perform or undertake certain activity for someone? Provide a short answer 11)Organization has always awarded scholarships and employment opportunities to qualified persons transparently 12)For you to perform exemplary well what need to be done a) What is your thought of being bribed to offer certain services to a customer? b) During your free time how do you utilize company properties I.e. the internet? 13)Does the place you work mind the community at large in service delivery or there are after profit maximization 14)If you were given an opportunity to lead your organization what will you do differently a) Have you ever shown interest to lead the company (Y) (N) If yes how did you feel for not heading your desired department 15)The company has been appreciated for supporting initiatives that spearheads development of the community was it done in a transparent manner

Swot Analysis of Toyota Essay Example For Students

Swot Analysis of Toyota Essay We have analyzed Porter’s Five Forces of Toyota and PESTEL Model of Toyota. Therefore in this station. I will name the SWOT of Toyota. 1. Opportunities -Recovery of car industry: The automotive industry showed the marks of recovery. which is predicted to be gradual. The market will make a volume of 129. 9 million units in 2013 ( Durbin. and Krisher. 2010 ) . This provides positive information to the automotive makers and stimulation to the investors. -Hybrid electric vehicles: The increasing energy costs and rigorous emanation ordinances enhance the demand of the intercrossed electric vehicles because of its high fuel efficiency. We will write a custom essay on Swot Analysis of Toyota specifically for you for only $16.38 $13.9/page Order now It is estimated it will make 4. 0 million units by 2015. Besides US. Western Europe and Japan. China is estimated to be following big market. -Opportunities in Asiatic market: The Asiatic automotive market became the chief increasing point and is estimated to increase in the undermentioned several old ages. Therefore. the automotive corporations should concentrate on the Asiatic markets. such as China. and India. 2. Threats -Competition in the planetary automotive market: The world-wide automotive market is extremely competitory. and becomes stronger due to the globalisation. which is involved into every factor of automotive. The competition may take to cut down the car unit gross revenues. which may act upon the company’s fiscal status. -Tightening emanation criterions: The fastening emanation criterions adopted by the EU increase the extra costs for merchandise development. proving and fabricating operations for the automotive industries. 3. Strengths -Leading trade name acknowledgment: Toyota is one of the taking automotive trade names in the universe. And its trade name Lexus values around $ 3. 1 billion. The other trade names Corolla. Camry. Sienna. Prius and Scion are popular. The taking trade name image gives it important competitory advantage and charge premium monetary values. -Focus on R A ; D activities: Toyota strongly focuses on R A ; D to spread out its merchandise. The company’s strong focal point on R A ; D allows it to continue the technological leading in most of its merchandise sections. It has besides enabled Toyota to develop advanced merchandises. taking to strong gross revenues. -Strong distribution web: The company has a strong distribution web. Strong distribution web helps Toyota to better its gross revenues and to beef up its market place all over the universe. -Toyota production system: The Just-in-Time and Jidoka Production System will assist Toyota to construct quality with the low defects and costs. 4. Failings -Lapses in merchandise quality: Toyota announced two callbacks late that cover some of its most popular theoretical accounts. and recalled approximately 10 million vehicles across the universe. These recalls non merely cut down the portion monetary values. but besides impact the trade name image and the consumer assurance. -The unfunded pension: In 2009. there was about $ 6537. 7 million unfunded for the projected pension and post-retirement benefit. There are some unfunded retirement pensions in Toyota. which may act upon the hard currency flows.

Mozart2 essays

Mozart2 essays Wolfgang Amadeus Mozart was born in Salzburg, Austria on January 27th, 1756. He was born to Leopold and Anna Maria Pertl. Leopol was a very successful composer, voilinist, and the assistant concertmaster at the Salzburg court. Mozart showed musical talent at a very young age. By age five he was composing minuets.And at age six he played before the Bavarian Elector and the Austrian Empress.His father taught him, but said teahcing Wolfgang was hard because he knew so much already. His father was also In 1763 Wolfgangs father, Leopold, took him and his sister, Maria Anna, on a concert tour of Europe. The children performed in many courts and large cities including Paris, London, and Germany. They astonished their audiences wherever they performed. In London Wolfgang wrote his first symphonies and met Johann Christian Brahm, who had a very large influence on him. In Paris Wolfgang published his first works, four sonatas for clavier with In 1768 he composed his first opera, La Finta Semplice, which was presented for the first time a year later in his home town of Salzburg. In 1769 Wolfgang and his father set out on another tour of Italy. Here Wolfgang wrote a new opera, Mitridate ri de Ponto. He also wrote two more operas for Milan, Three years later in 1772 Wolfgang was appointed concertmaster to the archbishop of Salzburg, his home town. He composed many works while he was concertmaster. But this job was not good for him and he did not get anolg with most of the people around him. So, he soon quit this job to travel to Paris with his mother and In 1777 Wolfgana and his mother, Maria Anna, went to Paris, France. While here Wolfgang composed many works including The Paris Symphony (1778). But, he could ...

Writing a Nursing Essay

Writing a Nursing Essay Similar to residency essays, a nursing essay is used by nursing school admissions directors to find those students whom theyd like to consider for their program. Thousands of hopefuls apply for nursing school each year, many of whom have similar GPAs and collegiate backgrounds. The essay helps distinguish the individuals from their educational statistics. When writing a nursing school essay (or any personal essay for that matter) it helps to be as candid as possible. Admissions directors want to know as much about their applicants as possible, however, they cant afford to give each and every essay a tremendous amount of time. In other words, dont sugar coat the message. Be unique in your approach, but factual and to-the-point as well. Another thing to remember when writing an essay for nursing is to include points relative to the subject. Offer specific examples as to why you are choosing a career in nursing. The more detailed you can be, the easier it will be for the readers to identify and/or sympathize with your decision. Exercise similar precision when discussing why you are applying to the school in question. Writing a nursing essay is a difficult task that is as much professional as it is personally revealing. For more information about writing admissions essays or if you would like help in writing an essay for a residency program, please dont hesitate to contact me. I would love to use my experience to help you.

Using the literature about Integrated Marketing Communication (Write Assignment

Using the literature about Integrated Marketing Communication (Write evaluation of the articles) - Assignment Example In fact, the creative thinking and analytical reasoning would assist in producing and offering cool goods and services to uncool masses. Southgate (2003) did not collect any quantitative data rather used qualitative methodology and provided an in-depth theoretical insight over aforementioned concepts. The research would like to argue that the increase in competition among business entities has also compelled the strategic planners to formulate new procedures, implement new marketing techniques and create new products to entice maximum customers in the marketplace. Nevertheless, the firms today have greater emphasis on value proposition, brand recognition and equity, product differentiation, innovation, positioning, social networking and cool hunting. Southgate (2003) and (Gurrieri, 2009) elaborated on a relatively new terminology ‘cool’ that refers to supreme or premium quality, which enhances the credibility, authenticity, durability and status of a particular product. The proponents continued that the ‘cool’ tempts potential customers and triggers their purchase responses. In my words, ‘cool’ becomes a symbol of excellence for uncool masses, which later adopt or imitate the idea initially endorsed by the cool people. In lay man’s te rm, a cool could be an extra ordinary person who generates or endorses a unique, distinctive or innovated idea, which is mimicked by masses normally considered as the followers rather thinkers. Southgate (2003) also discussed ‘cool hunting and cool hunters’ in detail to provide readers an insight over aforementioned terminologies and how they relate to contemporary marketing. As far as ‘cool hunting’ is concerned, the researcher would agree with the fact that it has become extremely popular as many large scale domestic and multinational companies with extensive resources as they have inclination to

Leaders Obligation When Discharging Patients Essay

Leaders Obligation When Discharging Patients - Essay Example From a social perspective, timely discharge may appreciably improve a patients health and decrease the chance of readmission of patients. Social responsibility is essential even for the poor and the disadvantaged. Political influences are evident in legislations that intend to improve the healthcare system through the reduction of health care costs and bettering its quality by ensuring appropriate behavior among health care providers. Healthcare reforms demand for appropriate behavior in managed care in spite of political influences (Wong, Yam, Cheung, Leung, Chan, Wong, and Yeoh, 2011). Legally, there are court cases and lawsuits in case hospitals handle discharge inappropriately. Besides, nurses have an ethical obligation to attend to their patients and ensure their moral wellbeing without any conflict of interest. In terms of regulation, it is in line with good practices in hospital discharge process. There are diverse skills and strategies that a nurse leader should use to advocate for positive change related to discharge. Discharge is an ongoing process that should start at the earliest opportunity, and not be an isolated event. Positive change involves minimization of the number of readmissions and enrichment of the financial well-being of healthcare systems. Other strategies include pre-discharge interventions such as medication reconciliation and patient education, and post-discharge interventions such as home visits (Hachem, Canar, Fullam, Gallan, Hohmann, and Johnson,

The Gates of Paradise by Lorenzo Ghiberti Essay Example for Free

The Gates of Paradise by Lorenzo Ghiberti Essay Dear , When this letter reaches your hand, I hope you’re in the best of health mentally and physically. As for myself I’m blessed and can’t complain. The baby is doing fine, albeit being a little under the weather. I have been studying and swamped with schoolwork, trying to complete all of my final assignments for this semester. I had to write and share with you my wonderful experience. After providing you with many exciting detail you are going to want to experience this for yourself. In a recent visit to Florence, Italy, I had the chance to visit the Museo dellOpera del Duomo, where a lot of masterpieces from great masters were on display. It would be too lengthy for me to describe them all to you, so Ill focus on one works of art that has caught my interest. This piece is called The Gates of Paradise, and was created by Lorenzo Ghiberti from 1425 to 1452, a period of twenty-seven years. Well, you may wonder why it took such a long time for that piece of art to be completed. As I have seen in the exhibition, the work was intricate, which obviously requires time to make. Ghiberti was born in 1378, whose father was an artist and a goldsmith. His sculptures were usually coated in bronze or gold, a skill he obviously learned from his father. Being an artist of the early Renaissance period, he was revered in his lifetime. Like other artists of his era, he showed artistic freedom and individualism in his work. During the Renaissance, artists were prone to portray figures imbibing the Greek ideals of perfection. Florence then, his birthplace, was the center of culture and politics in Europe, until the end of the seventeenth century. You have to understand that during this time, religious art was in vogue, funded by patrons such as the Medici family, who paid high commissions to sculptors and painters, encouraging artistic culture to flourish. Some scholars think that this religious fascination stemmed from the societys realization regarding life and death as a result of the Black plague that badly hit Florence in the late fourteenth century. Ghiberti won a competition in 1401, when he was twenty five, which made him famous. In this competition he made twenty-eight sets of panels, made in bronze, for the cathedral in Florence, where each panel depicted scenes from the New Testament. The work was completed in twenty-one years. After completing this work, he was commissioned to do another doorway for the church. This time, he made ten panels depicting scenes from the Old Testament. Being highly gifted in sculpting and metalworking, his works show vividness and durableness. The famous Michelangelo Buonarotti called the doorways, Gates of Paradise. In these panels, these scenes from the Old Testament include: The Creation of Eve, Noah and his family, Moses receiving the Law from God in Mt. Sinai, David beheads Goliath, The Creation, and The Fall and Banishment. The artist prepared the main panels using the wax casting process, a technique thats not used nowadays. The modeling of each panel was in wax, and then covered with plaster and clay jacket. After the panels were covered, Ghiberti baked the panels to melt the wax, leaving a mold for bronze to be poured. Once the bronze cooled off, the plaster and clay were removed. Then, each panel was cleaned and the finer details were worked on using metal tools. It took Ghiberti years to complete the fine details found in the panels. Once the main frames were complete, Ghiberti next worked on the fire-gilding method, which was dangerous for it involved a gold-mercury amalgam. The process involved applying the amalgam to each panel. Mercury fumes, which are toxic, dissolved in the air by heating, in order to leave the gold on the surfaces. In 1452, the completed doors were installed, and they stood for five centuries until World War II. During the Second World War, Nazi officials in Italy coveted the artworks found in Florence. They asked for the sculptures, paintings, and other works of art to be transferred and become part of their private collection. Fortunately, somebody thought of hiding the Gates of Paradise in a railway tunnel in the South of Florence. After the war, the doors were recovered and some artists made replicas. These replicas were sold to the Grace Cathedral after the liberation in 1944. The originals were placed in the 1980s in the Duomo museum for restoration and safekeeping after flooding in Florence destroyed some of the panels. Florence is not the city it once was during the Renaissance. Times have changed, and artistic culture has given way to industrialization and modernization. But Florence still remains a beautiful place with a rich history and a collection of thousands of arts from great masters who once lived and breathed in the city. Well, thats all I can share with you. Nothing compares to seeing the actual masterpieces in person. Hope you could come with me on my next Italian tour. Ciao! Sincerely. Reference The Gates of Paradise: Lorenzo Ghibertis Renaissance Masterpiece. The Metropolitan Museum of Art. Retrieved December 4, 2007, from: http://www. metmuseum. org/special/gates_paradise/ghiberti_images. asp

Leonardo da Vincis The Last Supper Essays -- Art Painting Religion Es

Leonardo's "Last Supper" is a priceless piece of art with much hidden meaning and obvious talents bestowed upon a wall. Under the study of Verrocchio as a painter and a sculptor, he was able to use his skills in creating a very detailed and a very naturalistic piece of work that would be remembered for hundreds of years. He was also able to create characters with amazing individuality. Not only was his portrayal of the characters magnificent, but the symbolism he used which emphasized the story being told in the "Last Supper". Lodovico Sforza chose Leonardo to create "The Last Supper" in the refectory of the Dominican Church of S. Maria delle Grazie in Milan. The Abate of the S. Maria delle Grazie saw Leonardo work from morning until night on "The Last Supper" without eating. Although, there were times he would stop painting for days at a time; or, he would work on a specific character for just a few moments and then leave to continue working on it later. He worked on it from 1495 thru 1498 (Strauss, 27). Before Leonardo began painting the actual portrait, he put down a substance which was suppose to absorb the tempora and protect the tempora from the moisture on the wall. Unfortunately, the substance was proved unsuccessful, and by 1517 it began to deteriorate. In May 1556 a painter Giovanni Batista Armenini said that the painting was ‘so badly affected that nothing is visible but a mass of blots'(Heydenreich, 18). The painting has continued to decay in the following centuries. It was further damaged by restorations made by careless artists and by the addition of a doorway put in the lower part of the painting. Yet even to this day his painting "The Last Supper" is widely known and visited by many tourists each year. ... ...ical movement and mental emotion by the pause between two great emotions which are the "momentarily stiffening" at an extreme point of excitement and at the horror of being "startled out of tranquility" (Heydenreich, 67). The painting portrays both expression and emotion. This combination complements each other. The expressions allow the viewers to see the emotions the characters are feeling. Their frozen movement allows one to see they are human. We can see both their outward and inward reactions. It is as if Leonardo had been there, and he had taken a picture of the marvelous meal. He definitely accomplished his goal in portraying his "Last Supper" as a realistic piece of art. The symbolism, the individualized personalities of the characters, and the skills such as the light perspective and spacial perspective blended together to fo!rm a photograph-like painting.

Great Depression Essay

As a result of her situation Curley’s wife has become a predatory flirt, seeking out the company of farm workers to distract herself from the consequences of her choices. This behaviour stems from a type of coping mechanism which allows her to frequently delve into fantasy in order to escape her own reality. This is a common tendency of hers throughout the book, she often expresses regrets at not becoming a movie star and leading the glamorous life she feels she deserves (†Coulda been in the movies, an had nice clothes†). The loneliness she feels is the root of her manipulative behaviour towards men; she views them as a means of escape from her marriage to Curley and will stop at nothing to entrap their sensibilities. Her volatile emotions can, on occasion, manifest themselves into violent outbursts; this happens most notably with Crooks, who she uses as a convenient outlet for her frustrations. This is best demonstrated when she threatens Crooks with lynching after he told her to leave his room (â€Å"I could get you strung up on a tree so easy it ain’t even funny†). This cruel sentiment is her way of maintaining some control over her life, and imposing her will on others by exerting the little power she has as a white woman over a crippled black man in a racist society. Interestingly this outburst does not feature in the 1992 film version ‘Of Mice and Men’; where Curley’s wife is portrayed as an altogether more sympathetic and pitiable character, stating such things as (â€Å"I’m not your object†) which appeases modern interpretations of women’s roles in marriage and strengthens her as a character by endowing her with an assertiveness towards Curley that does not feature in the novel. Curley’s wife is a strong indicator of what long periods of loneliness can do to embitter the mind and cause vindictive and resentful behaviour towards others, especially Crooks who is her only outlet. Crooks, the farms resident stable buck, represents the marginalisation of black men and women in the 1920s and 30s, and embodies the effects of what continual isolation can have upon a man. The reader is first introduced to Crooks when Lennie stumbles into his room in the barn where Crooks is attempting to rub ointment onto his crooked back. This is indicative of the workers’ hostile feelings towards him, that he must endure this pain without any offerings of help or assistance from his compatriots. Crooks’ life was not always so lonely; upon meeting Lennie he begins to reminisce of his childhood days when he was able to meet and play with white boys (â€Å"and some of them was pretty nice†), before they learnt the prejudice and hatred of their generation. Steinbeck is commenting on racism, highlighting the needless ruin of a man’s life for simply being different. However, in his isolation from the world and all within it Crooks has grown contemptuous and resentful towards others; he seizes Lennie’s attachment to George and carefully implants the idea of abandonment into his mind and revels in its effects (â€Å"Crooks’ face lighted with pleasure in his torture†). Steinbeck does draw a parallel between them, as if Crooks sees his own childlike innocence in Lennie, and the fragility of his situation and friendship with George; that one moment he can be happy and content with the world, and the next staring down the barrel of seemingly endless and lonely existence. Crooks feeds on Lennies despair like a tonic for his own existence, as if he could transfer his feelings of loneliness to another and thereby free himself. One of the most powerful sentiments in the book is Crooks’ assertion â€Å"I tell ya, a guy gets too lonely, an’ he gets sick†, which tells of the beginnings of Crooks’ descent into madness. In an attempt to shield himself from the continual suffering of his own incarceration his mind is slowly retreating into fantasy and hallucination. Though underneath all his bitterness and self-pity Crooks is still a good man (â€Å"I didn’t mean to scare you. He’ll come back. I was talkin’ about myself†), he is robbed of his last vestiges of hope after Curley’s wife’s vicious attack, (â€Å"Crooks had reduced himself to nothing†). This has left him in a â€Å"reduced† state, forced to submit his entire individuality to stay alive. Candy is an aging and handicapped farm worker who represents the effects age and infirmity have upon the poor working class in an unequal 1930s society. Candy is perhaps the most pitiable character in the book, as his age and bodily limitations frequently inhibit his ability to defend or look after himself. This is demonstrated when his pet dog, who was his only real friend, was killed by Carlson when it was decided that its smell was to revolting to bear any longer. This was achieved, with the help of Slim, by the use of peer pressure and the offering of an inducement in the form of a replacement puppy. The fact that Carlson has orchestrated the event so carefully with prior calculation to achieve his desired goal shows his selfishness. That he does not suggest a compromise – such as forbidding the dog to enter the bunkhouse – shows his contempt for Candy’s feelings.

PROJECT ON CUSTOMER RELATIONSHIP MANAGEMENT WITH RELIGARE SECURITIES LTD Essay

The company can then use the information to learn about the behavior of its customers and improve the way it does a business. It can look at recurring complaints from multiple customers to solve a problem which would otherwise go unchecked with a normal formats and management system of the company. The main objective of my project is to find effective solution for the Customer Relationship Management and accordingly increase the credibility and profitability of the company. This study is more related to consumer behavior and perception about the facilities and convenience provided by the company, Customer Satisfaction is emphasized in this management. o Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices) o Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service. o Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners. CHAPTER 2. OBJECTIVE OF THE STUDY OBJECTIVES OF THE PROJECT A. Title of the project: Customer Relationship Management (CRM) with Religare Securities B. Objective of the Study: The objective of the project was to analyze „Effective Customer Relationship Management‟ for Religare Securities Ltd., Pune for that we have to understand current CRM System and Services provided from the company and its effect on Customer Needs, Satisfaction Level, their response and emotions. The objective of this study to analyze existing customer satisfaction as those customers are the key sources to new customers with respect to the performance, sales efforts and sales service. As the company stands second in India in aspect of turnover after Kotak Mahindra Securities, it‟s clear that it has very strong Customer Relationship Management System and perfect people to handle it properly for the benefit of customers and company as well. Actual and personal meeting with existing customers and employees has brought me to the reality of the effectiveness of the system and their success. For analyzing the same factor I staked my whole duration of the project and simultaneously for internal study and market watch and other group assignments. Questionnaire is based on the existing services and the satisfaction level of the existing customers which includes questions like Name, Age, Gender, Income, Investment Frequency, feedback about services which they are provided like conformation, calls, suggestions, solutions on stuck money like dead investment and all. On an average all the customers are happy with the company and look forward to the growth of it. C. Scope of the study: Scope the this study is it will assist Religare to get its own Customer Relationship Management system mirror well and it will get all the important things before eyes to apply all the possible ways to provide a superb service to the customers and accordingly make them loyal and retain them long lasting and also to get new customers to be served. Scopes can be stated in few points as follows. o Maintain current / existing customers. o Achieve new potential customers. o Retain all the customers. o Profitability Increment o Reputation and credibility Increment, etc. The heart of CRM is not being customer centric but rather to use customer profitability as a driver for decision making and action. Before exploring this assertion, it is useful to review the process of resource allocation as it is practiced in most organizations. The budget process largely consists of an extrapolation of the past. Resource constraints pit function against function with back room deals that are based on internal politics versus the marketplace. This decision process has little insight as to what is working and what is not working (as it applies to the marketplace) or for that matter why? Without insight relative to cause and effect, the organization has no choice but to follow intuition and anecdote. It is analogous to the story about the marketing VP who admitted that half the advertising budget was wasted; the problem was he did not know which half. CHAPTER 3. PROFILE OF THE COMPANY Profile of company Religare Enterprises Limited (REL): Religare, a Ranbaxy promoter group company, is one of the leading integrated financial services institutions of India. The company offers a large and diverse bouquet of services ranging from equities, commodities, insurance broking, to wealth advisory, portfolio management services, personal finance services, Investment banking and institutional broking services. The services are broadly clubbed across three key business verticals- Retail, Wealth management and the Institutional spectrum. Religare Enterprises Limited is the holding company for all its businesses, structured and being operated through various subsidiaries. Religare‟s retail network spreads across the length and breadth of the country with its presence through more than 1,217 locations across more than 392 cities and towns. Having spread itself fairly well across the country and with the promise of not resting on its laurels, it has also aggressively started eyeing global geographies Religare Enterprises Limited (REL) is one of the leading integrated financial services groups of India. REL‟s businesses are broadly clubbed across three key verticals, the Retail Institutional and Wealth spectrums, catering to a diverse and wide base of clients. The vision is to build Religare as a globally trusted brand in the financial services domain and present it as the „Inv estment Gateway of India‟. All employees of the group guided by an experienced and professional management team are committed to providing financial care, backed by the core values of diligence and transparency. REL offers a multitude of investment options and a diverse bouquet of financial services with its pan India reach in more than 1800 locations across more than 490 cities and towns. REL operates globally following its acquisition of London‟s oldest brokerage and investment firm, Hichens, Harrison and Co. plc. With a view to expand, diversify and introduce offerings benchmarked against global best practices, Religare operates its Life Insurance business in partnership with the global major- AEGON. For its wealth management business Religare has partnered with Australia based financial services major- Macquarie. Religare has also partnered with Vistaar Entertainment to launch India‟s first SEBI approved Film Fund offering a unique alternative asset class of investments. Religare Securities Limited (RSL), a 100% subsidiary of Religare Enterprises Limited is a leading equity and securities firm in India. The company currently handles sizeable volumes traded on NSE and in the realm of online trading and investments; it currently holds a reasonable share of the market. The major activities and offerings of the company today are Equity Broking, Depository Participant Services, Portfolio Management Services, International Advisory Fund Management Services, Institutional Broking and Research Services. To broaden the gamut of services offered to its investors, the company offers an online investment portal armed with a host of revolutionary features. o RSL is a member of the National Stock Exchange of India, Bombay Stock Exchange of India, Depository Participant with National Securities Depository Limited and Central Depository Services (I) Limited, and is a SEBI approved Portfolio Manager. o Religare has been constantly innovating in terms of product and services and to offer such incisive services to specific user segments it has also started the NRI, FII, HNI and Corporate Servicing groups. These groups take all the portfolio investment decisions depending upon a client‟s risk / return parameter. o Religare has a very credible Research and Analysis division, which not only caters to the need of our Institutional clientele, but also gives their valuable inputs to investment dealers. Trading in Equities with Religare truly empowers you for your investment needs. We ensure you have superlative trading experience through – ï‚ · A highly process driven, delight approach ï‚ · Powerful Research & Analytics and ï‚ · One of the „best-class‟ dealing rooms Further, Religare also has one the largest retail networks, with its presence in more than 1800* locations across more than 490* cities and towns. This means, you can walk into any of these branches and connect to our highly skilled and dedicated relationship managers to get the best services. The Religare Edge o Pan India footprint o Powerful research and analytics supported by a pool of highly skilled research analysts o Ethical business practices o Single window for all investment needs through your unique CRN Religare Enterprise Limited, through its subsidiaries, offers a range of integrated financial products and services to retail inventors, high net worth individuals, and corporate and institutional clients in India. It operates in three divisions: Retail Spectrum, Wealth Spectrum, and Institutional Spectrum. The Retail Spectrum division offers equity brokerage, commodities brokerage, personal financial services, including insurance brokerage and mutual fund distribution; internet trading; loans against shares; and personal loans. The Wealth Spectrum division provides portfolio management services, wealth advisory services, and private client equity services, such as international equity services. The company was formerly known as Religare Enterprises Private Limited and changed its name to Religare Enterprises Limited in July 2006. The company was incorporated in 1984 and is based in New Delhi, India. Industry Profile 19 Industry Profile While regulation and reforms have made major improvements in the quality of the equity markets in India, its rapid growth and development are largely due to strong and efficient market intermediation. The robustness of the Indian markets today is attributable to a healthy blend of the quality of market Structure and efficient intermediation. Even as several countries are instituting procedures to commence. Equity derivative markets, India ranks amongst the top five countries globally in this segment, in less than five years of its introduction. This is an example of the proactive and progressive nature of the Indian brokerage industry. In the last decade, the Indian brokerage industry has undergone a dramatic transformation. From being made of close groups, the broking industry today is one of the most transparent and compliance oriented businesses. Long settlement cycles and large scale bad deliveries are a thing of the past with the advent of T+2 (Trading day + 2 days) settlement cycle and dematerialization. Large and fixed commissions have been replaced by wafer thin margins, with competition driving down the brokerage fee, in some cases, to a few basis points. 20 There have also been major changes in the way business is conducted. Technology has emerged as the key driver of business and investment advice has become research based. At the same time, adherence to regulation and compliance has vastly increased. The scope of services have enhanced from being equity products to a wide range of financial services. Investor protection has assumed significance, and so has providing them with education and awareness. Greater need for capitalization has induced several firms to access the capital market; foreign firms are showing increasing interest in taking equity stakes in domestic broking firms. Major developments in equity brokerage industry in India: 1. Corporate memberships There is a growing surge of corporate memberships (92% in NSE and 75% in BSE), and the scope of functioning of the brokerage firms has transformed from that of being a family run business to that of professional organized function that lays greater emphasis on observance of market principles and best practices. With proliferation of new markets and products, corporate nature of the memberships is enabling broking firms to expand the realm of their operations into other exchanges as also other product offerings. Memberships range from cash market to derivatives to commodities and a few broking firms are making forays into obtaining memberships in exchanges outside the country subject to their availability and eligibility. 21 2. Wider product offerings The product offerings of brokerage firms today go much beyond the traditional trading of equities. A typical brokerage firm today offers trading in equities and derivatives, most probably commodities futures, exchange traded funds, distributes mutual funds and insurance and also offers personal loans for housing, consumptions and other related loans, offers portfolio management services, and some even go to the extent of creating niche services such as a brokerage firm offering art advisory services. In the background of growing opportunities for investors to invest in India as also abroad, the range of products and services will widen further. In the offing will be interesting opportunities that might arise in the exchange enabled corporate bond trading, soon after its commencement and futures trading that might be introduced in the near future in the areas of interest rates and Indian currency. 22 3. Greater reliance on research Client advising in India has graduated from personal insights, market tips to becoming extensively research oriented and governed by fundamentals and technical factors. Vast progress has been made in developing company research and refining methods in technical and fundamental analysis. The research and advice are made online giving ready and real time access to market research for investors and clients, thus making research important brand equity for the brokerage firms. 4. Accessing equity capital markets Access to reliable financial resources has been one of the major constraints faced by the equity brokerage industry in India since long. Since the banking system is not fully integrated with the securities markets, brokerage firms face limitations in raising financial resources for business and expansion. With buoyancy of the stock markets and the rising prospects of several well organized broking firms, important opportunity to access capital markets for resource mobilization has become available. The recent past witnessed several leading brokerage firms accessing capital markets for financial resources with success. 23 5. Foreign collaborations and joint ventures The way the brokerage industry is run and the manner in which several of them pursued growth and development attracted foreign financial institutions and investment banks to buy stakes in domestic brokerage firms, paving the way for stronger brokerage entities and possible scope for consolidation in the future. Foreign firms picked up stake in some of the leading brokerage firms, which might lead to creating of greater interest in investing in brokerage firms by entities in India and abroad. 6. Specialized services/niche broking While supermarkets approach are adopted in general by broking firms, there are some which are creating niche services that attract a particular client group such as day traders, arbitrage trading, investing in small cap stocks etc, and providing complete range of research and other support to back up this function. 7. Online broking Several brokers are extending benefits of online trading through creation of separate windows. Some others have dedicated online broking portals. Emergence of online broking enabled reduction in transaction costs and costs of trading. Keen competition has emerged in online broking services, with some of these offering trading services at the cost of a few basis points or costs which are fixed in nature irrespective of the volume of 24 trading conducted. A wide range of incentives are being created and offered by online brokerage firms to attract larger number of clients. 8. Compliance oriented With stringent regulatory norms in operation, broking industry is giving greater emphasis on regulatory compliance and observance of market principles and codes of conduct. Many brokerage firms are investing time, money and resources to create efficient and effective compliance and reporting systems that will help them in avoiding costly mistakes and possible market abuses. Brokerage firms now have a compliance officer who is responsible for all compliance related aspects and for interacting with clients and other stake holders on aspects of regulation and compliance. 9. Focus on training and skill sets Brokerage firms are giving importance and significance to aspects such as training on skill sets that could prove to be beneficial in the long run. With the nature of markets and products becoming more complex, it becomes imperative for the broking firms to keep their staff continuously updated with latest development in practices and procedures. Moreover, it is mandated for certain types of dealers/brokers to seek specific certification and examinations that will make them eligible to carry business or trade. Greater emphasis on aspects such as research and analysis is giving scope 25 for in-depth training and skills sets on topics such as trading programs, valuations, economic and financial forecasting and company research. 10. From owners to traders A fundamental change that has taken place in the equity brokerage industry, which is a global trend as well, is the transformation of broking from owners of the stock exchange to traders of the stock market. Demutualization and corporatization of stock exchanges bifurcated the ownership and trading rights with brokers vested only with the later and ownership being widely distributed. Demutualization is providing balanced welfare gains to both the stock exchanges and the members with the former being able to run as corporations and the latter being able to avoid conflict of interests that sometimes came as a major deterrent for the long term growth of the industry. Emerging challenges and outlook for the brokerage industry .Brokerage firms in India made much progress in pursuing growth and building professionalism in operations. Given the nature of the brokerage industry being very dynamic, changes could be rapid and so as the challenges that emerge from time to time. A brief description on some of the prospects and challenges of the brokerage firms are discussed below. 26 11. Fragmentation Indian brokerage industry is highly fragmented. Numerous small firms operate in this space. Given the growing importance of technology in operations and increasing emphasis on regulatory compliance, smaller firms might find it constrained to make right type of investments that will help in business growth and promotion of investor interests. 12. Capital Adequacy Capital adequacy has emerged as an important determinant that governs the scope of business in the financial sector. Current requirements stipulation capital adequacy in regard to trading exposure, but in future more tighter norms of capital adequacy might come into force as a part of the prudential norms in the financial sector. In this background, it becomes imperative for the brokerage firms to focus on raising capital resources that will enable to give continuous thrust and focus on business growth. 13. Global Opportunities Broking in the future will increasingly become international in character with the stock markets being open for domestic and international investors including institutions and individuals, as also opportunities for investing abroad. Keeping abreast with developments in international markets as also familiarization with global standards in broking operations and assimilating major practices and procedures will become relevant for the domestic brokerage firms. 27 14. Opportunities from regional finance Regional economic integration such as that under the European Union and the ASEAN have greatly benefited businesses in the individual countries with cross border opportunities that helped to expand the scope and significance of the business. Initial measures to promote South Asian economic integration is being made by governments in the region first at the political level to be followed up in regard to financial markets. South Asian economic integration will provide greater opportunities for broking firms in India to pursue cross border business. In view of several of common features prevailing in the markets, it would be easier to make progress in this regard. 15. Product Dynamics As domestic finance matures and greater flow of cross border flows continue, new market segments will come into force, which could benefit the domestic brokerage firms, if they are well prepared. For instance, in the last three to four years, brokerage firms had newer opportunities in the form of commodities futures, distribution of insurance products, wealth management, mutual funds etc, and as the market momentum continues, broking firms will have an opportunity to introduce a wider number of products. 28 16. Competition from foreign firms Surging markets and growing opportunities will attract a number of international firms that will increase the pace of competition. Global firms with higher levels of capital, expertise and market experience will bring dramatic changes in the brokerage industry space which the local firms should be able to absorb and compete. Domestic broking firms should always give due focus to emerging trends in competition and prepare accordingly. 17. Investor Protection Issues of investor interest and protection will assume centre stage. Firms found not having suitable infrastructure and processes to ensure investor safety and protection will encounter constraints from regulation as also class action suits that investors might bring against erring firms. The nature of penalties and punitive damages would become more severe. It is important for brokerage firms to establish strong and streamlined systems and procedures for ensuring investor safety and protection. 29 Chapter 4. Literature Review Literature Review Historical Background: Customer relationship management (CRM), a concept that has been around since the mid 90s, has its roots in the technology of sales automation and call center operations. At that time, it was thought that merging the customer data from the field (sales) with the call center interactions would result in more informed interactions with the customer. The concept resonated with user organizations and soon mergers and acquisitions created a host of software vendors all claiming to have an integrated set of capabilities that became known as CRM. On a parallel track, Internet-based tools such as e-commerce, Internet marketing, personalization, and self-help were evolving. These products competed outside of the CRM sphere due to the newness of the technology, and they were referred to as e-business. When the concepts of CRM and e-business melded together there was a short period of e-madness where vendors talked about eCRM and e-everything. There are still vestiges of this transition in the industry such as essentially using e-business to add value to vendors and referring to it as partner relationship management (PRM) or providing tools for employees and referring to it as employee relationship management (ERM). 31 Similarly, enterprise resource planning (ERP) vendors realized that the 360-degree view of the customer has to include transaction data, so they have likewise developed an integrated package with CRM capabilities. Thus from a technology perspective CRM consists of a set of applications that address the needs of customer-facing functions that in turn feed a common database that is supported by business analytics. Each vendor has variations on this theme. On the other hands, CRM can be defined as a process or methodology used to learn more about customers‟ needs and behaviors in order to manage and develop stronger relationships in an organized way with them. 32 Components of CRM: 1. Contact an Account Management: Relevant data for customer profile is captured with the help of the software. Necessary information is captured from prospective customers. CRM system stores data in common customer database. The database integrates customer account information and presents it in desirable format to the company. The data is used for sales, marketing, services and other applications. 33 2. Sales: Sales process management follows a customized sales methodology with specific sales policies and procedures. Sales activities include – Product information, Product configuration, sales prospectus and sales quote generation. CRM also provide the history of customer account so that the sales call can be scheduled accordingly. 3. Marketing and fulfillment: CRM helps the professionals in product marketing, target marketing, relationship marketing and campaign management. By analyzing customer and business value of direct marketing can be estimated. CRM also helps in customer retention, behavior prediction, channel optimization, personalization. Customer response and requests can be quickly scheduled and hence sales contacts. 34 4. Customer Service and support: CRM system provides service representatives with adequate access to customer database. It also helps to create, assign and manage the service requests by customers. Calling format is designed to route customer calls to respective attendants as per the skills and authority to handle special cases. Help desk system is developed to help customer service representative to help customers who face problems with product or service to resolve it. Web-based Self Service means help customer to access personalized information at company website. 5. Retention and loyalty programs: The primary objective of CRM is to enhance and optimize customer retention and loyalty. CRM systems are also useful in determining most loyal and profitable customers and reward. 35 The essential link between Marketing, Sales and Customer Service: Too often, the three key functions that directly affect customers -Marketing, Sales and Customer Service – operate independently of one another. This can create confusion and inconsistency in how you communicate and service your customers. For examples, marketing staff may come up with a price promotion. However, if that is not communicated to the sales team, the result could be incorrect billing, which may take time or resources from the customer to rectify and could create ill will and mistrust, making it seem like your company does not adhere to its word. 36 Similarly, if a salesperson makes a sale and gives certain guarantees to a customer but those are not communicated to the customer service team or even to the other sales team members, then the customer may fees as if the company is not standing behind its assurance. This can be particularly problematic if there is employee turnover and poor communication between or even departments. This „silo effect‟ – where information is between vertically in departments that may or may not communicate with each other- could actually damage your business. With comprehensive CRM system, however, customer communication is captured and housed in an accessible database, making the most current information available to anyone who needs it and has access to the system. By breaking through barriers between various business functions and making communication transparent, your company can act in a more consistent and unified fashion with its customers, instilling a greater level of trust and strengthening customer relationships. Religare Securities Limited (RSL) provides a host of financial services under one roof following a ONE STOP SHOP philosophy. It has a dedicated team of professionals to cater to the variety of services to Individuals, Corporate and Institutions. The team updates its clients with opportunities – with a sense of competitive urgency and risk management. What‟s more, their special analysts design customized services for HNI and Institutions. 37 Over the years Religare Securities Ltd. has played a successful role in client’s wealth creation. In the process Religare Securities Ltd. also refined itself, as an investment advisor and is poised to provide complete Investment Management Solutions to its valued clientele. The following is the product profile of the company. ï‚ · Equity Broking – BSE and NSE ï‚ · Derivatives Futures and Options ï‚ · Internet Broking- Online Trading ï‚ · Commodities Trading – NCDEX & MCX ï‚ · Institutional Broking ï‚ · Depository Services – NSDL & CDSL ï‚ · Portfolio Management Services ï‚ · NRI Investments ï‚ · Initial Public Offerings (IPO) ï‚ · Mutual Fund Investment NEWS: Religare Securities bags LIPPER-STARMINE Award for Excellence in Research Mumbai, February 18, 2009: Religare Securities Limited a wholly owned subsidiary of Religare Enterprises Limited has been recently awarded the LIPPER-STARMINE broker award for â€Å"Earnings Estimates in Midcap Research for 2008†. The Lipper| StarMine Awards organized by Thomson Reuters, for Asset Management and sell-side broking Companies in India, were announced last week in Mumbai. The awards recognize analysts who are more accurate than their peers in forecasting earnings, awarding credit to those who demonstrate an ability to make accurate estimates earlier than their peers. On receiving the award, Mr. Amitabh Chakraborty, President (Equity), said, â€Å"We are extremely proud to receive this award as a validation of our efforts in what was the most difficult and volatile year in stock market and corporate history. It is in these difficult times that the ability of a team to accurately estimate corporate earnings stands its truest test and we have succeeded in enabling our customers to make informed buy or sell recommendations in order to give above average returns to investors.† 40 Equities What is equity? Funds brought into a business by its shareholders is called equity. It is a measure of a stake of a person or group of persons starting a business. What does investing in equity mean? When you buy a company’s equity, you are in effect financing it, and being compensated with a stake in the business. You become part-owner of the company, entitled to dividends and other benefits that the company may announce, but without any guarantee of a return on your investments. Dematerialization What is Demat? Demat is a commonly used abbreviation of Dematerialisation, which is a process whereby securities like shares, debentures are converted from the â€Å"material† (paper documents) into electronic data and stored in the computers of an electronic Depository (SEE next page). You surrender material securities registered in your name to a Depository Participant (DP). These are then sent to the respective companies 41 who cancel them after dematerialization and credit your Depository Account with the DP. The securities on dematerialization appear as balances in the Depository Account. These balances are transferable like physical shares. If at a later date you wish to have these â€Å"Demat† securities converted back into paper certificates, the Depository can help to revive the paper shares. What is the procedure for the dematerialisation of securities? Check with a DP as to whether the securities you hold can be dematerialised. Then open an account with a DP and surrender the share certificates. What is a Depository? A Depository is a securities â€Å"bank,† where dematerialised physical securities are held in custody, and from where they can be traded. This facilitates faster, risk-free and low cost settlement. A Depository is akin to a bank and performs activities similar in nature. At present, there are two Depositories in India, National Securities Depository Limited (NSDL) and Central Depository Services (CDS). NSDL was the first Indian Depository. It was inaugurated in November 1996. NSDL was set up with an initial capital of Rs 124 crores, promoted by Industrial Development Bank of 42 India (IDBI), Unit Trust of India (UTI), National Stock Exchange of India Ltd. (NSEIL) and the State Bank of India (SBI). Who is a Depository Participant (DP)? NSDL carries out its activities through business partners – Depository Participants (DPs), Issuing Corporates and their Registrars and Transfer Agents, Clearing Corporations/Clearing Houses. NSDL is electronically linked to each of these business partners via a satellite link through Very Small Aperture Terminals (VSATS). The entire integrated system (including the VSAT linkups and the software at NSDL and at each business partner’s end) has been named the â€Å"NEST† (National Electronic Settlement & Transfer) system. The investor interacts with the Depository through a Depository Participant of NSDL. A DP can be a bank, financial institution, a custodian or a broker. 43 Chapter 5. Research Methodology 44 Research Methodology Research Design: Research design means adopting that type technique of research which is most suited for the research and study of the problem. For the study and the research of the problem proper material has to be selected and collected for the investigation. â€Å"A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.† – Jahoda, deutish. Cook. In order to know about effectiveness of Customer Relationship Management in Religare Securities Ltd., it was necessary to interact with the customer. The sample taken comprised of respondents from Pune city. A questionnaire had to be designed to collect valuable information from the different customer groups. The questionnaire which was designed suitably to meet the objective of research work. 45 Nature of Research: In this project report I have undertaken quantitative type of study. Type of the questions: The questions in the questionnaire asked to the visiting customers of Religare Securities Ltd, Regional office in Pune, are Straight Forward and Limited Probing. Type of the Questionnaire: The questionnaire in this project report is straight forward and formalized. Type of Analysis: The analysis done in this particular project report is statistical. 46 Sources of Data: a. Primary Data: The Primary data are those data which are collected fresh and for the first time and thus happen to be original in character. The primary data that was collected through interview conducted in Regional Branch with daily visiting customers. The primary data sources include copies of questionnaire and data of their respective responses. b. Secondary Data: The secondary data are those which have already been collected by someone else and which have been passed through the statistical process. Secondary data was collected through company websites. Some of the web sites http://www.religaresecurities.com/ and some others like. 47 Chapter 6. Primary Data Collection 48 Primary Data Collection Research Technique: As the researcher, I adopted survey method as a research technique for this particular project report. Contact Method: I as a researcher interviewed the respondents by personal interview. Sampling Plan: a) Population: The population covered in this project report refers to the existing (Office Coming) customers of Regional Office, who have their trading and D‟mat A/c with Religare Securities Ltd. b) Sample Size The sample size undertaken by me for this particular project report is 100 respondents. 49 c) Sample Element The respondents contacted and interviewed in this project report are all from different domain some of them were Businessmen, High Net-worth Investors, Proprietors, even Students also invest in Share Market. d) Sample Extent As a researcher, I conducted this survey only for the customers in Regional Office of Religare Securities, Pune. e) Sample Duration The survey was undertaken from the 01st June, 2009 to 30th July, 2009 i.e. for two months. f) Research Instrument: Questionnaires containing both open ended and close ended questions were used as a research instrument in this particular project report. 50 Chapter 7. Data Analysis & Interpretation 51 Data Analysis & Interpretation 1. Respondents: Respondents Businessmen HNIs Proprietors Individuals Number of respondents Interpretation: Above pie chart represents that research contains 100 respondents which are Businessmen, HNIs, Proprietors and Individuals and they are 30, 8, 24, 38 respectively in numbers and percentages. 30% 8% 24% 38% Businessmen HNIs Proprietors Individuals 52 2. Income Group(Annual): Income Group (INR) 10000 – 1 Lakh 1 Lakh – 5 Lakh 5 Lakh-10 Lakh 10 Lakh – Above Number of respondents Interpretation: Above pie chart represents that the research contained 100 investors and customers of Religare Securities Ltd. All the people were from different different Income group which are in numbers shown above. W e can clearly see sample includes more customers from first income group i.e. INR 10,000 – 1 Lakh 43% 37% 13% 7% 10000 -1 Lakh 1 Lakh -5 Lakh 5 Lakh -10 Lakh 10 Lakh -Above 53 2. Company Interaction via Email and Telephone Calls: Interaction Via Email and Telephone Calls Interpretation: From the above result of Company Interaction via Email and Telephone calls, we can imagine the satisfaction level of customers and accordingly Customer Relationship is managed through electronic media to maximize the wealth of customers. In Religare mostly dealers are in touch of regular traders / customers and customers also get loyal to the company through this practice. Every call is taped by default for the evidence of orders to buy or sell the stocks and Emails too. Excellent Interpretation: When it was asked sudden and on the time answer was the same of maximum people, it means the credibility and trustworthiness of the company is on the height. It‟s nothing but the result of Relationship Management. It is said that Share Market means „Well of Loss‟, nevertheless Religare‟s Customer don‟t have any tension in investing because they believe in Company‟s Researchers and Analysts and their investment tips too. 96% Number of respondents Interpretation: From the above answers Customer Relationship can be very well highlighted because out of 100, 43 people have rated Religare on the scale of 1 to 10 and again in remaining maximum customers say that they rate Religare at on the scale of 1 to 10.Every customer has his own value and consideration about Religare because they invest their Hard Earned money and take risk to earn more cause of Religare‟s Services and Attachment and it is all the output of Customer Relationship Management. 4% 5. Where do you invest/ trade mostly? Where Customers Invest mostly Equity Commodity Currency Number of respondents 66 19 15 Interpretation: One general question was asked in questionnaire to know the investment flow of customers towards Religare Services. When it was asked why they invest in specific area mostly then it was answered by many people that liquidity market is easy to make money out of investment and take money out whenever we feel not to put. And other reason many customers don‟t want to invest for long time.And about currency some people were not interested. 66% 19% 15% Equity Commodity Currency 57 6. Where do you trade mostly? Where Customers Trade mostly Intraday Delivery Both Number of respondents 48 37 15 48% 37% 15% Intraday Delivery Both 58 Interpretation: From the above view of graph we come to know that maximum people, 61% customers trade in Intraday Trading. On this customers say they like to trade in Intraday because of Short term investment and high level of excitement and sometimes they feel their money seems to sink. It‟s like One Day Cricket play for many customers. In Delivery, people say here is „No / Low Risk, More Money‟ , in this people say if scrip goes down like „Satyam‟, then also we get chance to book profit buying current stocks in low price and putting old stock aside temporarily. Here we find people hesitate to invest in Intraday and confident to trade in Delivery trading. Very less traders population do trade in both area, for few people it‟s nothing but fund managing, if one finds difficulty in making money in Intraday, they simultaneously manage their fund for Delivery, but very few people feel do this type of management. Eventually Religare is the Broking firm and it doesnâ₠¬Å¸t lose its attention from making money for its customers and lose its attention from Customer Relationship Management. 59 7. Do you trade in any other broking firm? Trade in other Broking Firm Yes No Number of respondents Interpretation: Above pie chart represents the maximum people have their D‟mat A /c and Trading A/c somewhere else also nevertheless they say they trade from Religare only and few of their other A/cs are put Non-Operating by them. Here we get a fact that Religare‟s Customer Relationship Management really has something very attractive and attachable to emotions cause of services. Few of them were hesitating while answering this question. 8. Are you satisfied with the services provided by Religare? Satisfaction Strongly Yes Slightly Yes No Strongly No Slightly No Number of respondents Interpretation: Above chart represents us the output of Customer Relationship Management with the help of the services and customers satisfaction can show a mirror of the efforts of the company towards making their customers loyal to them. Here 64% customers have selected and stated that they are fully satisfied with the services that they are getting from Religare Securities Ltd. 64% 9. Since last how many years you are in field of trading? Since when customers are trading ? Less than 1 year More than 1year More than 2 years Number of respondents Interpretation: This question was asked intentionally to know the loyalty of customers with Religare Securities Ltd., which is nothing but the back-screen coding of on screen output. These all things are the proud of Religare and its customers are also very proud to be in Religare. 17% Customer Relationship Management Business Drivers and Benefits ï‚ · It empowers management with a real-time pipelines and forecasting so they can build and focus on high profit, sustainable relationships. ï‚ · It empowers staff wit customer intelligence and best practices to increase their likelihood of successful transactions. ï‚ · It increases customer‟s acquisition, retention, loyalty, and profitability by integrating information across the enterprise. ï‚ · It enables executive and management to gain customer insight. 64 Customer Relationship Management Risks ï‚ · Effective internal controls must be in place to prevent customer information from becoming scattered across databases and servers. ï‚ · CRM can be associated with significant revenue cycle. ï‚ · CRM should be kept and handled and carefully kept inside the company only otherwise Customers Database can be misused by rivals. Customer Common Findings while contacting: ï‚ · Generally people whom I have contacted they were from different domains like Business, Proprietors, High Net worth Income Group (HNIs) and students. ï‚ · Their responses may not be proper because of their „Busyness‟ in Dealing Room. ï‚ · This data is called Primary Data, which is considered very genuine but is this case it misrepresents the Reality and Credibility. 65 ï‚ · Some people, its felt that they gave fake response, with impression that this questionnaire is from Religare Securities internal. ï‚ · Some people did not take it serious because this was not important to them as they are busy for trading at dealing Room. ï‚ · Every data interpretation and statistics cannot be think worthy from their results because this study is for only two months altogether. 66 Chapter 8. Limitations 67 Limitations Findings are according to the observations. 1. Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that support customer-facing functions and management decision making. That may capture the essence of what CRM is, but while it does not concentrate on the extra expenses occurring on Company‟s A/c due to increment in expenses in serving customers all the ways and Return on investment means consideration may not be more than expected. Customer may not give that much business transactions which is estimated or expected. 2. It needs specific staffs to handle all the tasks of Customer Relationship Management because the data that is feed in system cannot be handled merely by Relationship Managers who has to make new customers and take care of their dealings and also to accomplish their additional responsibilities. 68 Suggestions 69 Suggestions 1. Short Duration: o Project research duration was only for two months, in this tenure neither study nor observation can be done properly. For example, we saw sample plan – in that only 100 customers could be contacted and now the problem is- from this samples we cannot think of Macro Level Perception of customers. Many people may be from same point of view and many may not and those 100 people may not contain these type of people. So duration of Research Project should be more than two months. 2. Customer Category: o To find effective Customer Relationship Management, Broking firm can do one more thing which will be very beneficial to them in finding Asset Customers from the bottom level management to top level management. Religare should adopt system of allotting Customer Categories according to their transactions, due payments, exposure, loyalty, frequency of trading and all. 70 o In this system at all the level where CRM is handled and watched by Top class officials of the company, they also get to know the list names and details of the loyal customers and CEO or Board of Directors also get to know total customers and at last their turnover of the total transaction. 3. Affiliated Awareness Programs: o Religare should arrange affiliated programs within its own groups to come to the sense of new people and accordingly to prospecting and acquiring new customers. o With the help of it companies CRM will help it to get height of success and dominate the world of Services. Because CRM affects Marketing, Sales and profitability and these all can be achieved by CRM. o For E.g., Religare Securities can play few awareness documentaries and Advertisement with „Religare Vistaar‟ this will result in getting more and more customers to serve and accordingly Religare can become the first ranker in turnover very soon. 71 Appendix I. Copy of questionnaire II. Bibliography , 72 Questionnaire 1. Name:________________________________________________ 2. Contact No:________________________________________________ 3. Occupation: ï‚ £Businessman ï‚ £Proprietor ï‚ £HNI ï‚ £Individual 4. Income Group(Annual): ï‚ £ 10000 – 1 Lakh ï‚ £1 Lakh – 5 Lakh ï‚ £ 5 Lakh-10 Lakh ï‚ £ 10 Lakh – Above 5. How do you find Company Interaction via Email and Telephone Calls ? ï‚ £Poor ï‚ £Fair ï‚ £Good ï‚ £ Very Good 73 6. Do you find company’s investment tips useful and beneficial? ï‚ £Yes ï‚ £No ï‚ £Can’t Say 7. Where do you rate Religare on the scale of 10 in terms of Services? ï‚ £4 ï‚ £6 ï‚ £8 ï‚ £10 8. Where do you invest/ trade mostly? ï‚ £Equity ï‚ £Commodity ï‚ £Currency 9. Where do you trade mostly? ï‚ £Intraday trading ï‚ £Delivery Trading 10. Do you trade in any other broking firm? ï‚ £Yes ï‚ £No If Yes, name of the broking firm__________________________________ 74 11. Are you satisfied with the services provided by Religare? ï‚ £Yes ï‚ £No Since last how many years you are in field of trading? ï‚ £Less than 1 Year ï‚ £More Than 1 Year ï‚ £More than 5 Year 12. What improvement do you want be done in company’s services? ï‚ £__________________________________________________________________________________________________________________________________________________________ _____________________ 13. Which service do you like most in Religare? ï‚ £_______________________________________________________________________________________________________________________________________________________________________________ 75 Bibliography Websites = http://deadpresident.blogspot.com http://religareonline.com http://www.religaresecurities.com Newspapers = The Hindu Books =

Free Essays on Pizza

Currently, pizza companies are in a pizza war for a gain in the market share. Pizza Hut, Papa John’s and Domino’s are all in close competition to be the leading pizza provider. Issues such as, product innovation, sampling, media spending, sales promotions and the quality of the pizza are in the minds of both the company and the consumer. In the following paper, I will address the ordering methods of non-college households, suggested budget allocation and slogan suggestion. Upon conducting research among non-college students, I have found that many buyers of pizza are similar in buying habits. After questioning a few non-college adults I know regarding pizza preference, I discovered that a majority the households rely on sales promotions such as coupons to choose pizza retailers. Although the survey group differs in age and other basic demographic information, the results from this mini-survey are fairly consistent. This will directly influence my suggestions for the budget allocation, which will be addressed later in this paper. The main consistency I found in this survey is the fact that many consumers rely on coupons in choosing pizza retailers. In 75 percent of the adults I surveyed, coupons were a deciding factor. However, I found that not all outlets for coupon distribution are effective. For example, coupons that are distributed on the pizza boxes are not generally redeemed. The majority of coupons that are used by these consumers are gathered from daily and weekend newspapers, a media outlet not common to the college population. In regards to buyer behavior, I openly asked these adults the process of choosing pizza retailers. In response, they listed different factors such as: brand loyalty, incentive programs, taste and coupons, as mentioned earlier. In all cases, these consumers depend on take-out for the consumption of pizza. This coincides with the information presented regarding the large portion ... Free Essays on Pizza Free Essays on Pizza Currently, pizza companies are in a pizza war for a gain in the market share. Pizza Hut, Papa John’s and Domino’s are all in close competition to be the leading pizza provider. Issues such as, product innovation, sampling, media spending, sales promotions and the quality of the pizza are in the minds of both the company and the consumer. In the following paper, I will address the ordering methods of non-college households, suggested budget allocation and slogan suggestion. Upon conducting research among non-college students, I have found that many buyers of pizza are similar in buying habits. After questioning a few non-college adults I know regarding pizza preference, I discovered that a majority the households rely on sales promotions such as coupons to choose pizza retailers. Although the survey group differs in age and other basic demographic information, the results from this mini-survey are fairly consistent. This will directly influence my suggestions for the budget allocation, which will be addressed later in this paper. The main consistency I found in this survey is the fact that many consumers rely on coupons in choosing pizza retailers. In 75 percent of the adults I surveyed, coupons were a deciding factor. However, I found that not all outlets for coupon distribution are effective. For example, coupons that are distributed on the pizza boxes are not generally redeemed. The majority of coupons that are used by these consumers are gathered from daily and weekend newspapers, a media outlet not common to the college population. In regards to buyer behavior, I openly asked these adults the process of choosing pizza retailers. In response, they listed different factors such as: brand loyalty, incentive programs, taste and coupons, as mentioned earlier. In all cases, these consumers depend on take-out for the consumption of pizza. This coincides with the information presented regarding the large portion ...

How to Boost Engagement on Your Facebook Page

How to Boost Engagement on Your Facebook Page If you already have a Facebook profile, you may be wondering why you would even need a Facebook author page. Heres my answer: Facebook profiles are for people. They are a venue to connect with friends and acquaintances to share information about your lives. A Facebook profile can’t be used to market businesses or products, such as your books and workshops. On a Facebook author page, you can market your books, promote your readings and workshops, and notify fans about your discounted prices and Goodreads giveaways. In short, this is where you can communicate meaningful content that your fans will want to know as well as promote books and other products and services you may offer. In addition, a Facebook page will help you to build your brand, engage with your readers, and improve your search engine results, which in turn will boost sales of your books and attendance at your workshops. Here are some of my favorite tips for increasing shares and Likes on my page. 1. Focus on producing quality content, writing short posts (80 to 190 characters), and always including images that are colorful, unique, and compelling. 2. Respond quickly to your fans’ comments, promote their publishing successes, and just enjoy the experience. 3. Balance the mundane with the meaningful. Cute kitten pictures are mundane while posts with links to solid content are meaningful status updates. I balance my page 4. Gear your messages towards your audience. If your audience loves YA books, don’t post information about literary fiction. Keep to the topics they care about. 5. Use stellar images. Facebook users love them. 6. Post videos. They are popular on Facebook. 7. Experiment with your posts, study your Insights – Facebook’s free analytical feature – and learn what works best for your audience. What works best on your Facebook page?

Invention of a New Product Essay Example | Topics and Well Written Essays - 500 words

Invention of a New Product - Essay Example When customers are changing the cartridges, they might fill them with wrong colors, which destroys the product and the quality of the printed colors. This has been the basis of the product design as Xerox Multi-Color Cartridge is created to allow the customer to feed primary colors to the same cartridge, which mixes them to provide the best quality printing as per the customer specifications. Customers value their documents and do not want to stain their clothes with colors. Therefore, the problem of having to deal with different cartridges have to be solved. This has been giving the users problems and a risk of losing the cartridges due to mixing colors. As a result, the Idea of the product has been developed to solve the problem of having to mix-up the cartridges and using the wrong colors for cartridges. The customers use for offices, commercial purposes, and at home Xerox products. The Xerox Multi-Color Cartridge is a product targeted to customers who use printing and photocopy machines for commercial purposes. This market segment consists of people in need of the highest quality of printing and highly class of tidiness for customer material. They also do not have time to keep refilling different cartridges with different colors. Xerox is among the most successful companies in the world dealing with printing and document processing machines. The Xerox Multi-Color Cartridge stands a chance of being highly successful, as people, who associate Xerox with high quality, will purchase it. Product pricing is a delicate aspect for the product introduction process. Xerox Multi-Color Cartridge will be priced higher than all other cartridges in the market. This pricing strategy is known as skimming, where the high prices is meant to imply high quality and attract customers from the high end of the market (Gebhardt 1). Like any other products in the market, Xerox Multi-Color Cartridge faces competition from rival

The Making Of the Black Revolutionaries Essay Example | Topics and Well Written Essays - 1000 words

The Making Of the Black Revolutionaries - Essay Example These small steps come from the struggles faced in everyday life, at school, in church, and the local restaurant. By remaining true to his personal convictions throughout his life, the revolutionary inside was allowed to grow. The book traces this evolution in Forman, and the people that he worked with in the civil rights movement, from being political activists to becoming powerful forces behind revolution. The book is divided into two parts and highlights the evolutionary change from political thought to action for social change. Book One, "A Constant Struggle", details the experiences of the author's early life and his experiences with the state of race relations in America from the 1930s through the 1950s. It is in these years that Forman forms his political views and forges his hunger to pursue social justice. The author is faced with the everyday hatred and discrimination that confronted blacks during this period, yet he does not preach about their evils. The author is a master at describing the situation and letting the reader draw their own conclusions. He tells the story of a black sharecropper that was evicted from her land and home because she registered to vote in Fayette County Tennessee in 1960. The author tells the story in Georgia Mae Turner's own words and simply reminds us, "The price is high for all acts of rebellion and Georgia Mae had paid dearly for hers" (124). It is this constant struggle that is addressed in Book One and contends that revolution is the continuous addressing of these injustices. One of the major threads that run throughout the book is that being a political revolutionary is a day to day struggle that deals with real people and real events. Forman sets the stage for the book in the opening chapters by describing his life in Mississippi and Chicago. Faced with discrimination and segregation, he was able to complete school, serve in the Air Force, and graduated from college. It's in these early years that the author forms his political ideas and their radical overtones. He writes, "This was economic in origin, but not just a matter of money. The issue was sheer survival, the survival of the black working-class in a hostile world" (54). Forman viewed the hostility in the world from the philosophy of W.E.B. DuBois and would be determined to use his talents to correct even the smallest injustice. The book is more than just the author's personal accounts of the struggle for civil rights. Book Two "A Band of Sisters and Brothers, in a Circle of Trust" is an accurate historical record of some of the most important organizations of the period. He details his work with the Student Nonviolent Coordinating Committee (SNCC), Southern Christian Leadership Conference (SCLC), and the Congress of Racial Equality (CORE). The author is able to take the reader behind the scenes and meet the players who were influencing their policies and doing the difficult work. The stories are a reminder that the job of revolutionary is often confronted with compromise. When the SNCC, SCLC, and CORE leaders met to discuss their stand on Vietnam in 1966, there was wide disagreement on how to

Business Law Essay Example | Topics and Well Written Essays - 1000 words - 5

Business Law - Essay Example Finally, the contract should not be objectionable through impossibility, illegality or because it is against public policies (Young 2009, p.10). Discussion (a)In responding to case of Peter and Josephine, the paper will explore more on written contracts in order to determine whether their contract was valid. Having written contracts is much safer than verbal contracts. A written contract offers more certainty and at the same time reduces business risks by making the clarity on the agreement from the start of the engagement. Written contracts act as proof of what was agreed on by the involved parties, which acts as security of any disputes. This form of contract is also essential since it provides details on payments, timeframes, and ways on how to solve arising disputes. The other notable thing regarding written contracts is the provision of how they can be varied and conditions under which the contract can be terminated (Charman 2013, p.23). Looking into Peter and Josephine case, on e can point out that there were attempts by the two to make a verbal contract, but due to the underlying circumstances, the verbal contract was never reached. This is evident from the fact that, after Peter made up his mind that he would purchase the painting, he could not reach Josephine via to reach an agreement that he will be going for the painting. Instead, Peter left a phone message and also sent a letter to Josephine, but Josephine sold the painting before listening to the phone message or reading the letter. Therefore, this implies that the two never made any agreement that Peter would buy the painting, which makes it clear that Peter did not have a valid contract. (b) A brief overview on what the common law says about the exemption clause will be helpful in understanding Peter and Larry case. One general feature of written contracts is the fact that the party issuing the contract seeks to minimize its liability under the contract either wholly or partially. Exemption clause s can claim to reduce what would be the defendant’s duty they can claim to restrict the liability, which would otherwise translate to a breach of contract or claim to exclude the party in default fully to cover the other party. In most cases, exemption clauses are applied by stronger parties against weaker parties (Taylor & Taylor 2007, p.57). In the case of Peter and Larry, Peter issues Larry with a ticket that has an exemption clause at the back. The clause states â€Å"all items left in the cloakroom are at the owner’s risk. We do not accept liability for any loss or damage of items however, caused†. Despite the fact that the same message placed at the back of the cloakroom was obscured, it was Larry’s responsibility to read and understand the exemption clause at the back of the ticket. Since the clause exempts Peter from being responsible for the loss of Larry’s coat, Peter should utilize it in defending himself against compensating Larry for h is loss. In Parker v South Eastern Railway (1877) 2 CPD 416 case, the plaintiff left his bag in the cloak-room at the railway station. The plaintiff was issued with ticket that was written â€Å"see back†. On the back side there were several clauses including one that stated â€Å" Business law Essay Example | Topics and Well Written Essays - 2000 words - 8 Business law - Essay Example Whealan, 1934). The trial judge in the case posed a query â€Å"In receiving the money did Peter Whelan act under threats of immediate death or serious personal violence?† The answer of the jury was in the affirmative. The trial judge actually ruled that even though the defendant was forced to accept the stolen money that is he was under duress, but still this cannot be a defence. It only acted as moderation. The court of criminal appeal noted that if a defendant acts under duress then an acquittal will be rare. Thus because of this the case was decided on the general principle of duress ([1934] IR 518, 524). But the Court mentioned that the application of the general principle will have to be limited to certain extent. In this case the Court stated that â€Å"where the excuse of duress is applicable it must further be clearly shown that the overpowering of the will was operative at the time the crime was actually committed, and, if there were reasonable opportunity for the will to reassert itself, no justification can be found in antecedent threats†.1 Thus, the common range of the protection of duress, as sketched in Whelan, is that; â€Å"the will of the defendant must have been overborne by the threats, the duress must be operating when the offence is committed and if there is an opportunity for the individual will to reassert itself and it is not taken, a plea of duress will fail† (in AG v. Whealan, 1934). In Attorney General v. Whelan, it was found that the defendant was in menaces and this was acknowledged to â€Å"death or serious violence†. In this case even though no real threats were faced by the defendant, but it was found that the existence of the person threatening was armed. It was also noted that the person so armed was such a person who will not hesitate even to use the pistol, was adequate to amount to a risk of â€Å"death or serious violence†.2 The ratio decidendi in the case was based on the principle of "neighbour" even though it was

Criminology Essays Drug Crime Assessment

Criminology Essays Drug Crime Assessment A Critical Assessment of the Supposed Relationship Between Drug Use and Crime. Introduction In the United Kingdom and many other countries statistics show that there is a significant relationship between recreational drug use and crime (Bean, 2004). What is unclear, however, is the nature of the relationship between drug use and crime and this has resulted in much discussion. In particular the relationship between crime and the use of illegal drugs, such as heroin and cocaine has been a major area of research and debate. Therefore, this report will concentrate on the link between illicit drug use and crime. The definition of drug-related crime excludes violations of drug laws and includes acts of crimes that are committed by people who are using drugs or in the course of buying drugs or selling (Stevens, 2005). Several theories have been developed which attempt to establish what the relationship is between drug use and crime and these will be discussed. Drug use leads to crime This idea is based on the notion that drug use leads to and crime. Goldstien (1985) proposed the relationship between violent crime and drug use can be classified into three categories. Firstly, psycho-pharmacological i.e., the physical properties of the drug affect the users mind in a way that leads to violent behaviour. Secondly, systemic i.e., violent behaviour is the normal and expected behaviour of the drug scene culture. Finally, economic-compulsive i.e., the addictive nature of the drug leads the user to engage in violent behaviour to steal items in order to resell them to fund their drug habit. This is probably the most widely accepted link between drug use and crime (Stevens, 2005). Research used to support that drug use leads to crime relies on the assumption that a lot of crime is committed by people who are drug users. The research invariably falls into two types. Firstly, offenders who have been caught are tested for drug use. This scheme, called The Arrestee Drug Abuse Monitoring (ADAM) programme, has been implemented in England and Wales and in at least eight other countries (Stevens et al, 2005). The findings of ADAM show that a high proportion of people arrested tested positive for illegal drugs. For example, in 1998/9, 740 people arrested in England and Wales were tested for drug use and 69% of them tested positive, (Taylor, 2002). In addition, Ahmad and Mwenda (2004) state that 113,500 people in 2002 were dealt with by means of a caution or conviction for drug use. The second line of evidence to support the notion that drug use leads to crime is obtained from treatment studies. These studies assess the criminal activity of drug users who are undergoing treatment for their drug-use problem. For example, Best et al (2001) interviewed 100 dependent drug users who were receiving treatment and found 56% of the drug users engaged in acquisition crime. Both the above methods of research have been heavily criticised. Bean (2004), for example, points out that not all offenders use illicit drugs or are dependent on drugs. Also, not all dependent offenders commit crime. In addition, measures used to assess drug use can produce misleading results. One example is that urinalysis compares different drugs that are detectable in the urine for different lengths of time and this could bias the results obtained from such studies. Treatment studies have been criticised because they rely on self-assessment of offenders. This runs the risk of offenders exaggerating or minimising their use of drugs. In addition, treatment studies such as Best et al (2001) have failed to establish the sequence of the two events of drug use and crime. Knowing whether individuals committed crime before or after they started being involved in drug use is crucial in helping to establish whether drug use leads to crime. Allen (2005) addressed this issue by using sequence studies. Sequencing studies set out to establish the pattern of drug use and crime behaviour in the individuals receiving treatment for drug use. Allen (2005) found that out of a sample of 26 individuals that 23 had been arrested for criminal offending before using drugs and therefore there was no evidence that drug use leads to crime. Also, in another study Nurco (1987) found that criminals sometimes continue to commit crime after they have stopped using drugs. Allen (2005) also investigated why people became drug dependent. It was found that the development of dependency was partly because of both the normality of the crime and the use of drugs and partly because of important traumatic events that occurred in their lives, such as sexual abuse or bereavement. It was also found that many drug addicts attempted to successfully manage their drug habit without resorting to crime, such as gaining money by begging. Moreover, when they resorted to crime it was likely to be non-personal crimes such as shoplifting. In Allens view people exist within subcultures in which crime is acceptable and then at critical moments in their lives they become dependent on drugs. If drug use leads to crime then it has important implications because reducing drug use would in turn reduce the level of crime. It is also an extremely popular idea and in 2002 the UK government underlined their view that drug use does indeed lead to crime. The government implemented the Street Crime Initiative, which included making drug treatment available within 24hours for drug users who were arrested for street crime offences. The assumption was that treating offenders for their drug problem would break the link between drug use and street crime and therefore stop the cycle of re-offending. However, in light of the discussed criticisms the effectiveness of such crime prevention is highly questionable. Crime leads to drug use Just as there are views that drug use leads to crime there is also a view that crime leads to drug use. If such a relationship exists then this would also have important implications in the development of any polices: if crime leads to drug use then reducing drug use would not reduce crime, whereas reducing crime would reduce drug use. Three models exist to support that crime leads to drug use (Bean, 2004). Firstly, there is the subcultural theory, which suggests that individuals who are involved in criminal subcultures are more likely to participate in criminal and antisocial behaviour including drug use. Secondly, situational control theory suggests that crime allows the promotion of unrestricted conduct. Thirdly, self-medication suggests that individuals can have an underlying problem that is responsible for their criminal actions so therefore they take drugs to deal with the problem. The theory that crime leads to drug use, as with the view that drug use leads to crime, appears too simplistic. The evidence reviewed so far does not support the unidirectional causal relationship between drug use and crime. This has led to the development of an alternative theory that views the link between drug use and crime as a complex interaction between many causal events. The causal web theory The causal web view rejects the idea that crime leads to drug use and vice versa. Instead, the theory views the relationship between drug use and crime to be interconnected or both elements are affected by alternative variables. Bean (2004) suggests there are four types of theory related to the causal web model. Firstly, common origin theory suggests that drug use and crime develop from the same source, such as anti-social syndrome (Farrington 1997). Secondly, the reciprocal model where the relationship between drug use and crime are viewed as bi-directional i.e., both are dependent on each other and therefore mutually reinforced. Thirdly, the spurious or co-morbidity model that posits that drug use and crime occur in unison but this is by chance. Lastly, the policy model suggests that the link between drug use and crime is a result of the impact of the criminal justice policy. Many studies have failed to show any general link between drugs and crime (see da Agra, 2002, Byquist Olsen 1998). This supports the notion that there is a complex system of interactions between drugs and crime. The causal web theory, therefore, seems the best way to view the relationship between drugs and crime. The causal web theory recognises that many people who commit crime do use drugs but views the relationship between the two as extremely complex. Conclusion Recent findings suggest that theories supporting a unidirectional causal relationship between drug use and crime are over-simplistic. In contrast, the evidence strongly suggests that the relationship between drug use and crime is a complex one involving many interactions. This complexity must be considered if polices aimed at reducing drug-related crime are to be implemented effectively. Polices that only focus on one part of the drug-crime link are unlikely to succeed if another part is ignored. Future research is essential in teasing out the specific interactions between the relationship of drug use and crime and this will help in the development of effective strategies to deal with the issue. References Ahmad, M. Mwenda, L. (2004) Drug Seizure and Offender Statistics, United Kingdom, 2001 2002, Home Office Statistical Bulletin August. London: Home Office. Allen, J. Komy, E.L., Lovbakke, J. Roy, H. (2005) policing and the criminal Justice System-public confidence and perceptions: findings from the 2003/4 British Crime Survey. Home Office On-line Report 31/05. London: Home office. http://www.homeoffice.gov.uk/rds/pdfs05/bcs0304tech1.pdf Bean, P (2004) Drugs and Crime. Cullompton Willan Second edition. Best, D., Sidwell, C., Gossop, M., Harris, J. and Strang, J. (2001) Crime and Expenditure Among Polydrug Misusers Seeking Treatment. British Journal of Criminology, 41, p. 119 126. Bur, A (1987) Chasing the Dragon: Heroin Misuse, Dependency and Crime in the context of South London Culture. The British Journal of Criminology, 27 (4), 333-357. da Agra, C. (2002). The complex structures, processes and meanings of the drug/crime relationship. In S. Brochu, Cda Agra, M Cousineau (Eds). Drugs and Crime Deviant Pathways. Aldershot. Ashgate. Farrington, D (1997) Human Development and Criminal Careers in Maguire, M et al. The oxford Handbook of Criminology. Oxford. Goldstein, P (1985) The drug-violence nexus; a tripartite framework. Journal of Drug Issues (Fall), 493-506. Hayes, P (1993) a view from the probation service in Russell, J (ed) Alcohol Hayes, P Russell, J (ed) Alcohol and Crime, London: Mental Health Foundation. Nurco, D.W (1987) Drug addiction and crime: A complicated issue. British Journal of Addictions, 82, 7-9. Stevens A, Trace, M and Bewley-Taylor.D (2005) Reducing drug related crime: an overview of the global evidence. Beckley Foundation Drug Policy Programme. http://www.internationaldrugpolicy.net/reports/BeckleyFoundation_Report_05.pdf Taylor, (2002). I-ADAM in Eight Countries: Approaches and Challenges. Washington, DC: U.S. Department of Justice Office of Justice Programs.