Case Study

The current ratio for the Southwest Bank in 1998 is approximately 1.08 as compared to 1.10 in 1996. This means liquidity position of the bank has almost remained constant over the years. This ratio is somewhat good because the bank for every dollar claim by short term depositors has more than a dollar in its hand. Alternately, too much of the current assets is tied up in the same place i.e. Fed Funds which could have been better distributed to earn a higher profit.

The Southwest holds a large amount of the Fed Funds sold in its accounts because of being heavily dependant on seasonal loan needs, lack of a good demand from the non-agricultural consumers and lack of diversity in its portfolio. This position is not appropriate for the bank because these funds earn a low return on them and hence affect the banks returns overall profitability. Alternately, these funds could have been better utilized in other areas of consumer banking other than agriculture to earn a higher return on the opportunities available in the market.

The bank needs to be more aggressive in its lending efforts to the non agricultural markets especially the growing areas of the consumer finance. Even though the bank would have less experience in this new area and will face more risk for some losses but at the same time, this diversification will hold a greater return and an increasing market share if successful. The most lucrative markets appear to be consumer markets including the retail and the service providers, venture capital firms and real estate and construction.

The risk associated with this strategy is that the Southwest Bank is inexperienced in the non-agricultural market and therefore will face some chance of possible losses and failures. Basically, this will have a negative impact on the already established agricultural lending and will risk the banks entire capital in hand.

The foremost risk to the Southwest Bank is the threat of new entrants to the existing market of Lemars which will offer a great competition to the Bank in the agricultural market and eat away its market share. Also, at the year-end 1998, the conditions of the agricultural sector are weaker in comparison to its past. This is because of the fact that there was a weak existent local as well as export demand and very low selling prices for the agricultural products. Therefore to deal with this problem, the Bank needs to diversify its asset base and provide a wider range of products to the consumers.

The consumer activity such as retail and service providers, real estate and construction and the new venture capital firms provide for excellent opportunities to the Souhwest Bank to expand its customer and the product base. The internet banking holds a promising growth opportunity in near future. The consumers are beginning to understand the importance of the internet cash management. Therefore, the bank needs to invest to retain its existing customers and to earn some new ones.

  A list of strategic recommendations for the bank’s board of directors is:

• Expanding the existing customer and the product base: Currently the bank’s loan portfolio is concentrated in the agricultural sector which poses a threat to the bank in case the agricultural sector performs bad and the loans default. Therefore, this strategic move by the board of directors is important because with more diversification, there will less dependency on one type of loans and the bank will have a greater chance to earn a higher return on its assets.
• Buying another bank in the same community or neighboring communities: A strategic decision to be made by the board to enter the new geographical areas or to purchase an existing community bank. This proposed strategy would allow the bank to diversify its portfolio by acquiring a non-agricultural bank. It would enable the bank to reduce its overall risk and to earn a higher return in the future.
• Offering the Internet Banking services: The Internet Banking services are the future of the consumer banking. Once the consumers of the banking industry understand the importance of the internet banking, most of the clients will move towards it. Therefore, in order to retain the loyal clients of the bank, this innovation is needed to be implemented in the bank’s working style.

 I would recommend expanding the bank’s existing loan portfolio internally as the best strategic move by the board of directors. This is because diversification would allow the bank to reduce its overall risk and to increase the net return on the total assets. This policy would allow the bank to invest in the growing markets of construction and capital venture firms. Alternately, all the other policies such as the purchasing of a new bank or to move in a new geographical area is to diversify the products as well. Therefore, diversification is the core of profitability and the viable option.

I would recommend the Southwest Bank to begin offering the Internet Banking services as soon as possible because the customers are beginning to understand the importance of the internet cash management. The trend towards this type of banking is fast approaching and would take cater to a greater share of the banks services. The cost associated with this system is really high but this is the right time to implement this system and maintain the best customers rather than losing to some new entrant from outside.

The bank needs to maintain its existing agricultural clients and the way they approach them and the capital that is tied up with these agricultural loans in not to be used for new venture capital investments. The bank must take out money from the Fed Funds sold to invest in the new ventures. This way they will earn a higher return than the interest being paid on the Fed Funds. Therefore, this is how the bank will continue to profit even while investing in the new ventures. Soon most of the big clients will be using the internet banking services for their transactions. This is because they are beginning to understand the importance of the internet cash management.

The new smaller community banks could concentrate on the other growing areas of business and provide loans to these investors such as providing loans to new venture firms, construction companies, consumer markets, etc. at the same time, the banks could offer the internet services, more flexibility in loan terms and better interest rates to successfully compete in the new banking era.

Referencing

1. Warren, CS, Reeve, JM & Fess, PE 2004, Accounting, 21, Thomson South-Western
2. Libman, A 2007, Crash course in accounting and financial statement analysis, 2, John Wiley and Sons
3. Bragg, SM 2001, Accounting Best Practices, 2, John Wiley and Sons
4. MsLaney, EJ & Atrill P, Accounting: An Introduction, 3, Financial Times Prentice Hall
5. Southwest Bank 2009, viewed 5 April 2009, www.southwestbank.com
6. Banking: building Innovation in Banking, Microsoft, 5 April 2009, http://www.microsoft.com/industry/financialservices/banking/businessvalue/toabstract.mspx
7. Lisa, V 2004, ‘Facing Challenges: Southwest Bank’s CTO, Buddy Cox, speaks about technology relationships and methodologies, ABA Banking Journal, 5 April 2009
8. Allman, B 2005, Banking, Lerner Publication
9. Mullinuex, AW & Murinde V 2003, Handbook of International banking, Edward Elgar Publishing
10. Gup, BE 1999, International Banking Crises, Greenwood Publishing Group

 Angela, is a 17 year old white mother to 11 months old Adam. She lives with Adam at her mother’s house in a small rented house in a semi rural community in the Midwest. Her mother, Sarah is a single mother and has a son David who is 13years. Sarah works as a food server in a local restaurant. Angela’s father abandoned them when Angela was 7 years old. Sarah who sees him as incapable and uninterested in pursuing his responsibility does not allow Wayne, Angela’s boyfriend and Adam’s father in the house.

            Angela dropped out of high school when she was 7 months pregnant. Angela is depressed about caring for her baby. Schoolwork and pregnancy is overwhelming for her. She has been trying to be a good mother to her son by performing the caretaking responsibilities by all by herself. Despite her efforts, Adam does not seem to appreciate giving her mixed feelings. He cries frequently for no apparent reason, even when he is neither wet nor hungry. Angela resents the restrictions that Adam has now placed on her. At times, she handles the baby roughly and she finds Adams behavior frustrating. Adam does seem to respond to her smiles and fails to pay attention when she tries to interact with him. At these times, she raises her voice and forces him to look at her with her hands. She feels that she is not a good mother to Adam.

            Angela and her mother Sarah have a strained relationship and she feels that her mother is not interested in helping her. She always idealizes her father and blames her mother’s frequent outburst for their fathers leaving them. Sarah on the other hand believes that Angela is not working hard enough to help herself. Although she could get access to child-based care services she decided not to go back to school. Sarah expected that Angela would graduate and find a steady job and help the family financially. Instead, Angela has become a burden to her financially as she has an added role of taking care of another child.

            Sarah is hurt and disappointed that Angela does not appreciate the sacrifices she has made for her over the years. On the other hand, Angela believes that her mother never really cared about her. Sarah is not happy, as Angela has begun seeing Wayne again without her permission. She warns her that should she get pregnant again, she would have to move out of her house.

  The quality of attachment between Angela and Adam is a mixed-up or messy. Adam does not seem to feel secure even when his mother, the caregiver is near him. Angela is frustrated and perceives Adam as difficult and unrealistic to deal with. She has difficulties dealing with her emotional state. She fails in being there for Adam emotionally. Teenage mothers tend to be less sensitive to their infants cues and are generally less optimal caregivers. Her lack of understanding of Adam’s development abilities could be the cause of their strained relationship. Adam does not seem to be secure before his mother despite the fact that his mother provides for his needs. There is evidence that the mother-child relationship between them has been impaired. Probably due to her young age, Angela is not emotionally ready to be a good mother to Adam. Angela’s unresolved attachment with her mother seems to be transferred to his son Adam. She is undergoing depressive moments. Adam could be feeling insecure due to her mother’s behavior of displaying her anger to him.

Angela’s quality of attachment with her mother, Sarah is also distant. She too, is not secure when around her mother. She feels that her mother does not care about her at all. Research has shown that teenagers who have strong emotional attachment and girls who live with their fathers are unlikely to be sexually active at an early age and consequently not exposed to teenage pregnancies. (Quinlan J, 2003). This could have been the reason for her pregnancy. Angela does not feel valued, understood or accepted and thinks that her mother is not caring. She fails to develop her self-esteem and feels that she is not good enough for Adam.

Angela could have developed the insecure attachment after her father left them. Probably their financial status was affected by his leaving them. On the other hand, Sarah does not understand why Angela fails to appreciate her working hard to single handedly offer her education. Her dreams about her saving their plight are diminished. Probably, her lost expectation or dreams have attributed to her ‘harsh treatment’ on Angela. Adam seems to be confused and his communication or interaction with Angela is cold and insensitive. His constant cries could be attributed to his psychological anxiety.

Angela and Sarah have an unresolved or disorganized attachment where they both blame each other for past happenings. Sarah may not have resolved her separation that left her as a single mother thus becoming emotionally unstable. Angela’s problems could be due to her immaturity as she is still a child. Adam is at risk for developmental problems. Research has shown that children’s cognitive outcomes are related to concurrent measures of their parents especially their mothers responsiveness. The strained parent-child relationship between Angela and Adam will lay groundwork for non-optimal development for Adam. He is likely to display anger and non-compliant behavior. His linguistic development especially at school age is likely to be showed down. (Guttmann-Steinmetz S, Crowell A, 2006) Adam risks acquiring behavioral and emotional problems due to the contribution of the risks in the family where his mother and grandmother are constantly at war. (Carlson et al, 2003). Again his mother is not stable emotionally.

Angela’s sharing the same residence with her mother creates strains and conflicts. The strained relationship between Sarah and Angela ensures that Angela lacks the adequate mentorship for parenting thus affecting Adams development. Hindering Wayne from involvement in Adam’s growth will affect his development. Angela’s emotional instability and behavioral difficulties will interfere with her ability to read and understand Adam’s cues. He is likely to show non-compliant and disruptive behavior.

The model of intergenerational transmission of attachment is the process where parents’ mental representation of past attachment experiences influences their parenting behavior and the quality of their children’s attachment to them. The ecological context plays a facilitating or inhibiting role in developing attachments. (Zeng-yin C and Howard K, 2001). In this case, past relationship experiences are carried forward and re-enacted in the present relationships. Angela has insecure attachment with Sarah and Angela has insecure attachment with Adam. Earlier generation, Angela’s, psychologically influences parenting attitudes of the next generation, Adam’s. Their co-residence could be a factor perpetuating the intergenerational continuity. Linage effects ensure the transmission of values and behavior. The vital aspect of modeling is lacking in this case and this affects Angela’s parenting. She seems to have had parental rejection, which destabilizes her emotionally affecting her parenthood. Angela does not seem to acquire a high degree of responsiveness from Sarah and this is transferred to Adam who is not responsive to Angela.

To help the members of this family, there is need to work on their physiological well being. Intensive therapeutic intervention can help solve Angela’s mental needs. (Marinus et al, 1995). This will help build a secure and stable relationship between her and Adam. Sarah needs guidance so that she provides supportive assistance to Angela. She needs to be a model figure and help Angela in bringing up Adam. First, she has to resolve their differences with Angela so that they can communicate effectively instead of constantly arguing. (McDonough C, 2000). She should not shun Wayne, as Adam needs him for his emotional growth. Sarah and Angela need mental health interventions to resolve the past issues and gracefully more forward.  Angela will also need to undertake developmental guidance and parenting education so that she can be a more effective mother to Adam. Education is crucial for Angela and should complete her education while ensuring that Adam grows up well. Financial related stress can be reduced when she gets a good job in graduating.

References:

Feeney A. 2002. Early parenting and parental attachment: links with offspring’s attachment and perceptions of social support. Journal of Family Studies v.8.

Quinlan J. 2003. Father absence, parental care, and female reproductive development. Evolution and Human Behavior. P 376-390.

Marinus I, Femmie J, Marja C. 1995. Breaking the Intergenerational Cycle of Insecure Attachment. Journal of Child Psychology and Psychiatry. Volume 36 Issue 2 .Page 225-248.

Zeng-yin C and Howard K. 2001. Intergenerational Transmission of Constructive Parenting. Journal of Marriage and the Family, Vol. 63, No. 1. P. 17-31.

McDonough C. 2000. Interaction Guidance: An Approach for Difficult to Engage Families. In C. H. Zeanah (Ed.). Handbook of Infant Mental Health. New York: Guilford Press.

Guttmann-Steinmetz S, Crowell A. 2006. Attachment and externalizing disorders. A developmental psychopathology perspective. Child Adolescent Psychiatry.

Carlson A, Megan S, and Alan S. 2003. Implications of Attachment Theory and Research for Developmental-Behavioral Pediatrics. Journal of Developmental ; Behavioral Pediatrics 24.

Case Study I: Dutiful Daughters

Questions

1.      How can Helen expand the business successfully without losing the personal touch?

Answer:

In this case, it was noted that Helen shall develop her business as the advisors recommend like;  [Pat1]

She shall communicate her business policy to the staff which she wants to focus on the clients perceptual and set her business as the high standard. The business mission shall be established including the business plan and business strategic.[Pat2]

When she wants to expand the business, she needs more supporters such as accountants, manager, marketing staff and etc. The accountants will help her about accounting activities. The managers will support to manage the carers schedule, contract with government or external communication etc. Marketing people can do and implement her business plan. She must recruit more staff to substitute and do her jobs. The human resource planning shall be applied to increase number of staff including the recruitment strategies.

Helen should use her personal knowledge and skill to train her employees especially about the service mind, customer focus, special duties which are very useful and important for her business.

Dutiful Daughter must apply to use the advertisement to communicate her business to the public. The advertisement that could be used i.e. newspaper, magazines, sign board, word of mount, radio, internet and etc. An award which her gain from can use the positive

In additional Helen have a good opportunity because she leave on the uptown zone of Sydney that is the place which Helen can meet her target customers.[Pat3]

2.      Construct a Job Description for a new employee responsible mainly for the personal care of clients for Dutiful Daughters.

Job description
Job Title
Personal Carer/Aged Carer
Report To
Carer Manager and/or Supervisors
Work Time
Part-time/Full-time  – 5 shift/week
Job Purpose
To provide of care, companionship and home support to clients in their daily living which are able to respond to the individual needs of clients.
Job Duties
Provide assist to the clients

respite care /overnight care / personal care
meal preparation, prepare beverages and snacks
assistance with recreational or social activities
companionship
go to shopping and/or go to theatre
assistance with household correspondence and accounts
to be a driver or deliver the disable/aged
to attend personal appointments
to take a client out to lunch for a birthday or other special occasion.
to bring patients home from hospital
Relationship
Internally ,relate with carer manager ,Externally, may contract with disable/aged clients
Knowledge
Excellent in human relations, Good communication ,Have some experience with personnel care
Experience
Preferred some experience as carer, nurse, cook, driver or similar
Problem Solving
Have ability to rate to aged person with work under pressure

Personal Attributes
Empathy with the Aged, Have a positive attitude to work and relationships with others, Able to work as the team member
Skills
To Provide the personnel care to others including cleaning

can drive (with licence), can cooking skill
Special Job
Understand and sympathetic to the Aged, Ability to accept    comment from manager
Accountability
Employees = 50 , Sales =  AUD$ 1.0 million,  Location: Sydney[Pat4]

What type of potential employees would be most attracted to work for Dutiful Daughters? How could they most effectively be recruited?[Pat5]

Answers:

      Helen began the Dutiful Daughters by her knowledge and skills as a nurse so that the prospect employees that are suitable for join the dutiful daughter should be the nurses, assistant in nursing, enrolled nurses and personal carers including the people who caring others.

However, the Dutiful Daughters has many kind of services such as the personal assistants, driver and cooks, hence potential employees can be students, cooks, unemployed, single mother, retrying, international students, immigration,  pregnant women, drivers and people who want to work part-time.

There are many ways to recruit those people to join Helen‘s company. Helen may develop her website to attract the students and people who search the job on internet. An online application form her webpage should be investigated.

The word of mouth are the good opportunity for communicate in those group of people like a hospital, church, university and community clubs etc. The people on the same group such as nurses, club members and etc may apply when their friend told, received the direct mails, the notice board on campus about Dutiful Daughters.

The signs or billboard also can be helped Helen to get much employee from students dome, apartments or studio. It would be effective, when advertisement were applied like the newspapers, magazines, billboard or leaflet including radio.

The recruitment agencies are the right solution to find much people as Helen‘s need, there are many agencies which can offer more employees as she want with little fee. Some of agencies can provide the recruitment via the internet.

What would you consider to be the critical selection criteria for new employees that an interview panel needs to focus on?

Answer:

As reviewing Dutiful Daughter website, Helen was seeking staffs that are honest, compassionate, warm, friendly, empathetic to people, able to work independently, punctual and reliable with good communication skills. They shall be able to work with her caring and organization cultures. The personal characteristics should be matched with their duties for example in some case they must strong enough to carry aged people.

An important criteria is the service mind because Dutiful Daughter’s strategies is focus on the quality of service so the people who may join with her shall be have more skill or personal characteristics for caring of others, tolerance, humanity and patient. It will be good, if those people have the references or experiences support that relate to this work.

Helen must uses more time to interview the applicants and observe for the body language too. The interview panel shall concentrate on the personal attitude, behaviours, special skill such as the linguistics, communication and experience. It shall be stressed on general qualification like graduation, knowledge and their ability by using open-end question and give an opportunity for the applicants to talk about their previous job. The applicant s’ biography should be reviewed together with the depth interview.

The interviewee should demonstrate the personal characteristic about the service mind and humanity skill. [Pat6] When we seek for the driver, it’s necessary to ask for the licence. Helen must review the applicant’s resume to determine more information need.

Suggest ways in which the company’s web site could be made more attractive   to potential employees.

Answer:

During the assess to Dutiful Daughter’s homepage, there would be potential to improve her website to attract the prospects employees like to change the website’s colour theme, adding more pictures, insert more detail and information about work, using interactive items which can help the applicants to apply or registers.

       The webpage of Dutiful Daughters was designed in the blue tone which is simple and normal. [Pat7] More colours must be added to this website such as use multi-colour or build the background with the different colour tone in each menus/tabs.

That is the same with the text’s colour and their fonts which should be arranged too.

The theme with earth tone colour is more attractive than the old one.

The pictures maybe more important than many words because it was clearly show something could not explain. If she posted more photos i.e. activities, customers with smiles, some staffs or people and places into her website, the potential employees can observed and review the job duties and understand the business including staffs and job location or map.

She should apply more details about her business like the company’s profile, awards which earn, working condition or situation.

An interactive item like an application forms can download form her website including web board or web blog which the applicants can ask or seek for the information.

The AIDA technique (Parkes,1995) should be applied to her website. An AIDA technique contains Attention, Interest, Desire and Action.

Attention – descriptive title is important to getting attention, the information about carer job should be cleared on the first paragraph.

Interest – the details should be contain in one or two paragraphs and easy to read, logical style

Desires – Offering much incentives, more security, or greater benefit to caught the employees and create interest.

Action – add the form for candidate to write their to telephone, and give the name to contract direct.

 [Pat1]Rewrite to sound better, don’t use shall
[Pat2]This strategic planning is the most important function and needs to include a mission statement which Helen has to communicate to all her carers
[Pat3]Show Helen’s opportunities in the beginning of the answer 1.
[Pat4]This is not correct. Also put in some job spec such as age and education
[Pat5]Be careful of your English writing throughout, have some one edit for you.
[Pat6]What is this?
[Pat7]Better to show the DD page and then make suggestions for improvement.

Case Study Report: Panic Disorder with Agoraphobia

            In the case of Dennis Holt, a thirty one year old man presenting with occasional occurrences of panic attacks, the eventual diagnosis was Panic Disorder with Agoraphobia. The etiology of the disorder can be considered to result from a problem with cognition. Holt viewed the world with extreme negativity. He expected people not to like him, and expected the worst to happen in every situation. He feared that he was terrible at his insurance sales job, but there was no real evidence to support that feeling. After his first panic attack, he also became very fearful of when the next one might occur, and this sent him into situations that he already found uncomfortable with the idea that he would have a panic attack, and perhaps people would think less of him.

He became hyper vigilant about signs that he received from his body, such as nervousness or a quickened heart beat, and worked himself into a panic while trying to avoid a panic attack. In addition, he was a very anxious, high strung person, as well as being self conscious. These factors can be traced back to his negative relationship with his father, whom he could never seem to please. Holt also suffered from gastrointestinal problems, some of which could be attributed to his anxiety. These problems made him even more self conscious and nervous. He eventually developed a fear of driving on the left side of the road due to a panic attack while driving. A panic attack during a dinner made him fearful to eat with large groups. Finally, a panic attack during a shopping trip made him unable to face being in the tight confines of a mall. However, he could participate in activities that allowed him to be in open spaces or involved just a few people. His divorce from his first wife apparently contributed to his feelings of low self worth, and his hesitance to “rush into anything” with his new fiancée further displayed his negative cognitive outlook on the world.

            Looking at the DSM-IV criteria for panic attacks, Holt fit the criteria in several ways. He experienced palpitations, sweating, trembling, shortness of breath and a smothering sensation, a choking sensation, chest pain and discomfort, abdominal distress, dizziness, numbness, and tingling, accompanied by a feeling of intense panic, and all these symptoms had lasted at least ten minutes. For a diagnosis of Panic Disorder, one must have had a panic attack that caused the person to change his or her behavior for at least one month, as well as recurrent, unexpected panic attacks, and Holt also fit this criteria. Holt had fears of being trapped in uncomfortable places and situations, and the fear that being in those situations would bring on a panic attack. His gastrointestinal problems also made him fearful of being in a situation that he could not remove himself from. These symptoms qualified him for a diagnosis of Agoraphobia. Finally, Holt’s constant anxiety, muscle tension, inability to relax, tension headaches, constant fatigue, inability to sleep well, and gastrointestinal problems also qualified him for a diagnosis of Generalized Anxiety Disorder. While Holt did not experience many panic attacks, and he did not have the symptoms of derealization, depersonalization, fear of losing control or dying, or chills and hot flushes, he had well more than four of the thirteen symptoms needed to diagnose a panic attack. Also, while his fears had not rendered him housebound, he avoided enough social situations to be considered agoraphobic. Overall, Holt’s diagnoses appeared to be unquestionably correct, and he was a near perfect fit for the overall diagnosis.

            The diathesis-stress perspective, as applied to Holt, seemed to play a reasonably significant role in his psychological disorders. The  two diathesis that could possibly be applied to Holt’s condition were the fact that he had minor stomach problems and was rather shy as a child and an adolescent. This last fact could come into play considering the stress put upon him by his father from an early age onward. The father wanted Holt to excel and be the best in everything he encountered, including school work and sports, but Holt was only average in these areas. His job as an insurance salesman was not acceptable to his father, who had wanted Holt to be an aeronautical engineer, and Holt’s first failed marriage was a constant disappointment to his father. The father always brought up these perceived shortcomings, and this action led to arguments at almost every visit. Holt was able to participate in school functions and activities despite his shyness, and he did not take his father’s criticism quietly. However, Holt’s performance in college may indicate that his shyness and the constant stress of his father’s nagging did, in fact, have an impact on his mental state. He became consumed with “test anxiety” in college, and panicked over tests to the point that he was nearly unable to take them. While some of his professors allowed him extra credit work because of his growing problem, his grades still fell. Around the time that he developed worsening gastrointestinal problems, he disclosed to the therapist that he had faced constant pressure from both of his parents to make better grades and rise out of academic probation. The gastrointestinal problems had been a small part of his life before, but the stress he was under sent them out of control. Holt was diagnosed with Irritable Bowel Syndrome, but still suffered from problems despite the medicine he was given. One could argue that the parental stress applied to the diathesis of shyness and stomach issues pushed Holt into the psychological problems he suffered later in life. Self consciousness and fear of entrapment and embarrassment could have arisen from his predisposition for shyness and stomach problems.

            Holt’s case was obviously handled from a cognitive viewpoint. He was taught positive thinking techniques in order to overcome, or at least control, his fears and improve his self esteem. He was also taught appropriate self talk, and learned to not put himself down as much. Behavioral treatment was also used. For example, Holt was taught relaxation techniques and was forced to confront some of his fears, such as shopping at the mall, head on. Holt was not exposed to breathing restructuring or exposure to bodily sensations, however. This is rather surprising seeing as how these are two important parts of cognitive behavioral therapy. Perhaps the therapist felt that retraining Holt’s thinking and behavior were the most necessary components to his well being. Holt was also not given medication to still his nerves. He did not want it, so his therapist worked around that request. However, with medication Holt may have improved much more quickly than with cognitive behavioral therapy alone. One is told that Holt was in therapy for six months. With medication, that time could have been shortened, and he could have felt much better sooner.

            Axis I – Panic Disorder with Agoraphobia

            Axis II – Generalized Anxiety Disorder

            Axis III – Gastrointestinal Disease

            Axis IV – Problems with primary support group: father

            Axis V –  45

The GAF chosen was based on the fact that Holt suffers from serious panic symptoms, along with the fact that he is turning down invitations from friends and limiting his actions due to the fear of having a panic attack while driving or while in a large group. His relationships may be suffering due to his irrational fears.

May be not all of us are familiar with arthritis particularly about what kind of disease is this. But older folks perhaps are more aware of this as arthritis is known to be common among adults and elderly people.

What really is this disease?

Robert George Lahita defines rheumatoid arthritis as a “chronic inflammatory disorder of the movable joints”. Lahita explained that rheumatic arthritis is different from osteoarthritis as “it is not caused by wear and tear”. Lahita said that rheumatoid arthritis appears to be an immune disorder in which the body’s own immune system produces anti bodies against its tissues, causing inflammation and pain, the good news is, it is not contagious and it is not hereditary, so there is no need to worry about being contaminated by the diease. Lahita noted that rheumatoid arthritis is not a terminal illness if diagnosed early and treated appropriately. It affects people who are in the prime of their lives. It can be controlled but if it is left untreated it can be progressive too.

Dr. Gary Null noted that more than forty million Americans suffer from arthritis and some 300,000 children have the disease, but this number is rapidly increasing. Quoting from the Times Dr. Null said “the Times estimated that arthritis cost this nation $8 billion to $10 billion annually in medical bills and add to those figures another $7 billion in lost wages and taxes resulting from absenteeism” but the total estimated annual cost of arthritis to the economy is $150 billion. Null further noted the estimates of drug companies, which suggest, “arthritis relief accounts for anywhere from one-third to one-half of the $900 million in annual aspirin sales”  and arthritis medications are one of the pharmaceutical industry’s biggest and most lucrative product. Thus in the United States arthritis is not only a health issue, for Dr. Null, it is also a very lucrative growth industry  that offers tremendous profit- making opportunities for those involved in the arthritis industry.

What really causes rheumatoid arthritis? Robert Lahita explains that human body produces anti bodies that rid the body of foreign invaders called antigen. The immune system produces anti bodies to cells and tissues that make the body but it can also make other antibodies against its own body, which is called auto immune response. The resulting combination causes the existence of rheumatoid arthritis. Prime targets of arthritis in the human body according to Lahita are the musculoskeletal system or the structural support of the body. This system is composed of bones and muscles, tendons, ligaments; cartilage attached to the skeleton. Another is the joints, which is the point at which two or more bones connect. Thus a person suffering from rheumatoid arthritis complains primarily of pain from those mention body parts. Below is a case study of rheumatoid arthritis patient.

Palliative client assessment

Personal profile

The patient is 69 years old, woman, and a mother.

Biological profile

She has been diagnosed with seropositive rheumatoid arthritis. She complains of increasing pain and stiffness in her hands and knees.

Spiritual profile

Prior to being diagnosed as having seropositive rheumatoid arthritis, she had been a very healthy and busy person. She was first diagnosed four years earlier.

Palliative treatment objective

Pharmacological management

On diagnoses of the rheumatoid arthritis, she was treated with sulfasalazene to control pain and inflammation it had only little effect.

Kathleen Marion Brophy, and Karen Webber, said that the “primary goals of treatment are to control pain and inflammation and to minimize immobilization and disability”. They pointed out that Acetaminophen may relieve pain. They suggested that ASA may relieve inflammatory pain its adverse effect are intolerable. Thomas Schroenherr and Alex Christian Klixbull Jorgensen, contends that “acetylsalicylic acid popularly known as aspirin, is still the most widely used analgesic, anti-inflammatory, and antipyretic agent”. They point out that on the restricted drugs; fentanyl is a very strong opioid drug 80 times stronger than analgesic properties of morphine. They noted that narcotics law regulates its use and were “used in major surgery and treatment of pain”.

Going back to the patient, she was not administered with these drugs as the patient had previous medication. The pharmacological management done to the patient was more careful to avoid side effects. Since the patient was taking ibuprofen 200mg, and co-codamol 8/500 it would be best to give the patient just one medication which is a bit stronger, either aspirin or opioid as her former medication is now less effective to deal with her pain.

Non-pharmacological management

According to Derek G. Waller, Andrew G. Renwick, and Keith Hillier, non-pharmacological treatment “often minimizing changes in ambient temperature with insulating clothing is enough to reduce the numbers of attacks although electrically heated gloves or socks maybe useful for more severely affected patients.

Smoking should be strongly discouraged as nicotine promotes vasospasm and may also the threshold for other provoking factors. Howard S. An and J. Michael Simpson, pointed out that “many forms are available including hot packs, short wave and microwave diathermy, and ultrasound”, for the treatment of arthritis.  They also added that in case of arthritic pain, devices such as “moist air cabinets and whirlpool” may use.  Generally, heat can help reduce the tenacity of arthritis however, it has contradictions like inflammation and acute infection.  Aside from heat, electrical devices may be used like TENS. According to An and Simpson, TENS is of two types: the conventional and the electro-acupuncture; both are effective in reducing pain and not a cure, as the author stated.

William St Claire, David S. Pisetsky and Barton F. Haynes noted that people having rheumatoid arthritis generally experience major depression by 80 percent.  Some reason for depression of patients with depression is due to lack of social support, decreased mobility, low income, and reduced self-esteem.

Among the highly recommended anti-depressant for patients with arthritis, the S-Adenosylmethionine (SAMe) is believed to have positive effects.  SAMe is “a derivative of the amino acid methionine that is formed in the body when methionine combines with ademosine triphosphate, the major source of cellular energy”.  Balch stated that SAMe is very effective antidepressant.

Alternative management

Alternative management for arthritis patients is through the application of aromatherapy.  Roberta Wilson provides varied uses of aromatherapy, and among the many ingredients she mentioned some of them that can used to soothe arthritis.  Cypress oil helps decrease joint inflammation while Elemi oil prevents rheumatic arthritis from developing in the area of the break.

On the other hand, ginger oil is also proven effective analgesic for arthritis; it relieves the pain and soothes sprains and muscle spasms especially in the lower back Helichrysum oil can help ease spasms including the muscle spasm; it reduces the swelling and inflammation, backache, carpal tunnel syndrome, rheumatism and sciatica.  Juniper oil is also good for arthritis and rheumatism. Laurel oil contains anti-inflammatory element that reduces swelling which is good for arthritis.  Marjoram oil, which was popular in Greek myth, is effective treatment for arthritis because it eases the pain and muscle spasms.  Neroli oil, which was a component of Hungary water created by Queen Elizabeth, helps disfiguring arthritis. Aromatherapy is known as the centuries-old practice of using botanical scents and oils for physical benefits.  It is also popular today by providing healing recipes by baths, inhalants, air fresheners, and skin care.

Proposed model of caring

Arthritis is a chronic disease, which is associated with old age, almost everyone suffer from it.  People who have arthritis experience chronic pain in the musculoskeletal system due to the swelling and inflammation of joints.  This disease is chronic which means, this may affect other organs in the body as it continues to develop.  In many countries, patients having arthritis are taken care of by means of proposed model of caring.

Nursing involvement

In many hospitals, there is observance of nursing involvement in the management of Rheumatoid Arthritis.  According to Margaret Alexander, Josephine Fawcett and Phyllis Runciman, the aim of care is “to maintain independence as long as possible and provide comfort and support”.  The authors stated that there are major comfort measures that are mainly “nursing responsibilities”, such as in controlling pain, maintaining and fostering well-being.  In giving analgesic treatment and other medications, it is important that a nurse be aware of the serious side effects of these medicines that according to the authors can be life-threatening (p. 418).  It is also the responsibility of the nurse to explain to the patients and the patient’s family about these medications and the chronic nature of arthritis.  A nurse must also employ the use of lightweight splint to hold the joints in position, and bathing aids such as non-slip bath mat and a bath stool.  A nurse understands basically the kind of weather suitable for the patient, which is warm or low temperature.

Exercise and mobility is a good program for these patients with arthritis, which should be done under the supervision of a nurse.

Self-management of palliative illness

Frederick J. Manning and Jeremiah A. Barondess noted that patient self-management is “viewed as central to the design of any care system for chronic disease. The concept behind this self-management according to Manning and Barondess is self-efficacy.  Based on the study quoted by the authors, patients who administered self-management over a four-year period can lead to “a twenty percent reduction in pain and forty percent decrease in physician visits.  The program includes latest management techniques, individualized exercise program, stress and fatigue management, proper use of medication and treatment, proper handling of emotional problem, appropriate nutrition for everyday, and many others.

In coping with arthritis, patients and their family members and caregivers must understand that they should address not only the physical well-being of the person but also their emotional struggles.  Part of the program is handling emotional stress and fatigue.  Family and friends must be supportive of the patients so they can cope up with negativism on their own.  The patient must honestly acknowledge the disease and be open to deal with it properly through the aid of medicine and people around him.

Preparation for death of patients with arthritis

Different religion provides different preparations for dying patients; however, the general procedure observed by most people is providing hospice care for them.  Hospice care provides or sustains the life of the dying patients by enabling the patient to live fully and comfortably as possible.  It aims to sustain the life of these patients pain-free and with dignity. During this period, the patient will stay in one room for many days; and, family and friends can plan a mini-vacation or any recreation or plan to have a party so patient can experience a normal-like situation.  In case the patient gets well he can be discharged from the hospice.

Funeral preparation once the patient died is done by immediate family members.  This includes finding if the patient left a ‘last will and testament,’ if not, the family has to make the arrangement for the funeral.  Check also if the deceased has a pre-paid funeral plan, or any bank account and pension.  If there is, make an arrangement with the agency about the payment to be made for the funeral. If none, the family has to shoulder the expenses.

After making preparations, proceed by registering the dead to the Registry Office for the issuance of death certificate. The family then, has to contact a funeral service and follow the ritual based on the faith of the person.  The immediate family may also process necessary document to the Social Security Services for any claims for funeral.

References

1. Alexander, M., Fawcett, J., & Runciman, P. 2000.  Nursing Practice: Hospital and Home: the Adult.  UK: Elsevier Health Sciences
2. An, H. & Simpson, M. 1994. Surgery of the Cervical Spine. UK: Martin Dunitz, Ltd.
3. Balch, P. 2006.  Prescription for Nutritional Healing. USA: Penguin Group Society.
4. Brophy, K.M. & Webber, K. 2007.  Clinical Drug Therapy for Canadian Practice. Canada: Lippincott Williams & Wilkins
5. Dodds, L. 2004.  Drugs in Use: Clinical Case Studies in Pharmacist. Great Britain: Pharmaceutical Press.
6. Lahita, R.G. 2003. Rheumatoid Arthritis: Everything You Need to Know about Juvenile Arthritis. New York: Rosen Publishing Group, Inc.
7. Manning, F. & Barondess, J. 1996.  Changing Health System and Rheumatic Disease.  National Academies Press.
8. Null, G. 2001.  Get Healthy Now!  A Complete Guide to Prevention, Treatment and Healthy Living (2nd Edition).  New York: Seven Stories Press.
9. Schoenherr, T. & Jorgensen, A.C. 2004. Optical Spectra and Chemical Bonding in Inorganic Compounds: Special Volume.  Germany: Springer-Verlag.
10. St. Claire, E.W., Pisetsky, D., & Haynes, B. 2004. Rheumatoid Arthritis. Canada: Lippincott Williams & Wilkins
    Waller, D., Renwick, A. & Hillier, K. 2001. Medical Pharmacology and Therapeutics. London: Harcourt Publishers, Ltd.
11. Wilson, R. 2002.  Aromatherapy: Essential Oils for Vibrant Health and Beauty.  USA: Penguin Group Society.

ABSTRACT

In the new millennium, customer service oriented performance has emerged as key success factors in maintaining the organizational competitiveness. This has led Customer Relationship Management (CRM) to take the driver seat role in creating a more loyal and profitable customer base at competitive cost. CRM has evolved from advances in information technology and constant pressing needs from customers to create value in the products and services.

In current business environment, CRM is a strategic business tool that seamlessly integrates all the functional departments across the organization to work towards maximizing customer value through strategic partnership. CRM has played a key role in the PC industry by taking PC manufacturers closer to customers in terms of understanding their needs, buying behaviors and value creation in the supply chain. Armed with CRM strategies and, IT enabled customer and sales database, PC manufacturers have reoriented their business around the customer.

DELL, as one of the world largest PC manufacturers, have strengthen its market share by positioning itself to provide customers with superior value, high-quality, relevant technology, and customized products and services, coupled with its IT integrated CRM solutions. At DELL, e-CRM oriented business solutions are initiated to automate and centralize customer database to embrace long-term partnership and PC market dominance.

This project paper will analyze the current CRM trends and future challenges in PC industry based on the case study conducted at DELL Asia Pacific, Bukit Minyak. Furthermore, the paper will also address the selected DELL site, on its strategic effort in utilizing CRM methodologies supported by IT solutions to stay ahead of competitions. Categories and Subject Descriptors [Transaction Processing and Enterprise Resources Planning System]: Traditional Transaction Processing Application General Terms

Management, Measurement, Documentation, Performance, Economics, Experimentation, Human Factors, Theory Keywords Customer Relationship Management (CRM), PC industry, Information Technology (IT), Web-based customer interaction (WCI)

INTRODUCTION

Breakthroughs in Information Technology (IT) have changed the fundamental rule of the way business is being conducted in modern organizations. IT business icons like e-Commerce, K-Economy, etc have made things more complicated, where focus of the business has evolved and oriented around customer.

Basically, customers are in the position to continuously demand and dictate what exactly they want at competitive cost – value-added products and services. Organizations are competing among each other to be the market leader, and emerging innovative IT solutions are helping organizations to achieve its competitive advantage. One of the key areas of business competencies is the ability of organizations to sustain the highest level of customer oriented service performance. The new business model is changing the producers’ mindset from product-centered to customer-centered business.

This has led Customer Relationship Management (CRM) to take the center stage position to create a loyal and profitable customer base at competitive cost.

What is Customer Relationship Management (CRM)?

CRM is a strategy used by organizations to comprehensively learn about customers’ needs and behaviors in order to establish constructive relationship with them; after all it is the core of business success. Basically, CRM is a notion regarding how an organization can keep their most profitable customers with increased values of interaction to consequently maximize the profits.

This is achieved through the understanding of the drivers of current and future customer profitability to appropriately allocate the resources across all areas that affect customer relationships i. e. , communication, customer service, product/ service development, etc. Customer relationship management revolves around three key technology areas: the Internet, the customer call center and a data warehouse of customer-related information. Customer information is captured through company call center, the Internet, and other communications channels.

It is this customer information, which established a “360-degree” picture of the customer that anyone throughout the organization can access when working with them. Through the Internet, both company employees and the customers themselves are able to access business transacted data from daily production systems, which are then enhanced with customer-centric information such as sales and service call activity, key customer contacts, and specific products purchased.

From these technologies, there are also offshoots into emerging technology areas such as wireless technology, for facilitated remote access by customers and company field representatives; workforce management software, for streamlined back-office operations that are organized around the CRM business model; and Web-based customer interaction (WCI). Even though, there are many technological components to CRM, the useful way to view CRM is as a total business processes that will help bring together pieces of information about customers, sales, and marketing effectiveness and responsiveness, and market trends.

Therefore, by integrating people, process and technologies, the relationship with both external and internal customers are maximized.

CRM Goals and Objectives

Through the implementation of CRM, organizations would be able to identify their most profitable customers and leverage those relationships to the point of optimal profit. Furthermore, successful CRM programs will ensure active participation from all employees in the organization.

CRM will utilize all possible ways to identify what exactly customer is looking for, market the organization’s strength, and ability to fulfill the customers’ needs, retained the customers through value added services. The main idea of CRM initiatives is that it helps businesses use technology and human resources to gain insight into the behavior of customer and the value of those customers. These are the fundamentals for customer loyalty program.

There are several goals and objectives of CRM in a business framework (Kalakota & Robinson, 2000):

• Use existing relationships to grow revenue – enhance profitability by identifying, attracting the best customers.
• Use integrated information for excellent service – by using customer information to best serve customers’ needs.
• Introduce more repeatable sales processes and procedures – companies must improve consistency in account management and selling.
• Create new value and instill loyalty – the ability to respond to needs and accommodates requests. Implement a more proactive solution strategy – use proactive consumer relations that resolve problems on the first call.

CRM Architectural Framework

In the CRM architecture, a company must first recognize the customer-centric approaches in the business processes. The demand of integrating the customer life cycles, interaction and servicing processes in an application of CRM architecture is obvious. Thus, it is clear that the CRM is built to be customer-centric and in nature organizing CRM processes around the customer, rather than respectively to marketing, sales or any other internal function.

Figure 1 illustrates the summary of CRM architecture. CRM architecture examined how products are built, how they’re deployed and customized, and integrated with external applications. A CRM product is selected primarily on its functionality; however its architecture should be a significant influence on the decision to buy or vice versa.

Integration with Business Application Tools

CRM must be able to work effectively with other business processes to value add the total operations. Basically, CRM tools will gather, analyze and store critical information captured at customer touch points. Together with ERP/ data warehouse, CRM database will provide the relevant information for business decision-making processes that relates to sales and marketing strategies, business development of new or existing customer and company’s strategic direction.

Role of e-CRM and Its Strategies

CRM refers to achieving CRM through using Internet technologies, primarily the web and e-mail – allied to database marketing to gear up for the new 24-hour global economy. e-CRM will focus on how to use the web site, databases and e-mails to manage customer relationships by providing online content and services. In order to achieve and support the organizational effort on e-CRM, companies must focus on few key strategies, as followings:

• Real time: e-CRM operates in almost instantaneous real time and it can be integrated seamlessly together, without the loss of efficiency.
• Closed loop: e-CRM operates within a closed loop system, resulting in huge gains in efficiency.
• Multi-channel: e-CRM is based on the architecture and available across all channels, where changes to activities through one channel are automatically and immediately updated across all channels.

Literature Review

CRM is a highly fragmented environment and has come to mean different things to different people (Mckie, 2000). The same understanding of CRM, also have been agreed and shared by Winer (2001) and Goodhue (2002).

One view of CRM is the utilization of customer related information or knowledge to deliver relevant products or services to customers (Levine, 2000). Another school of thought, CRM is inclusive of the whole organization including its internal and external environment and ‘key processes of the firm’s customers’ (Day, 2000). While such definitions are widespread, they tend to offer a narrow insight into the basic characteristics of CRM. As CRM evolves, comprehensive definitions are emerging, with an emphasis on multi dimensional business objectives.

Goldenberg (2000) believed that CRM is not merely technology applications for marketing, sales and service, but rather, when successfully implemented, a cross-functional, customer-driven, technology-integrated business process management strategy that maximizes relationships and encompasses the entire organization. According to Light (2001), CRM evolved from business processes such as relationship marketing and the increased emphasis on improved customer retention through the effective management of customer relationships.

Relationship marketing emphasizes that customer retention affects company’s profitability, in that it is more efficient to maintain an existing relationship with a customer than create a new one (Payne et al. , 1999; Reichheld, 1996). Christopher et al. (1991) also agreed that CRM has its roots in relationship marketing which is aimed at improving long run profitability by shifting from transaction-based marketing, with its emphasis on winning new customers, to customer retention through effective management of customer relationships.

Sandoe et al. (2001) argued that advances in database technologies such as data warehousing and data mining, are crucial to the functionality and effectiveness of CRM systems. In later stage, relationship marketing emerged and had led others such as Newell (2000) to explore strategic methods for maintaining and improving customer loyalty. Furthermore, Peppard (2000) suggested that technological advances in global networks, convergence and improved interactivity, are key to explaining the growth of e-business and CRM.

The increasing use of digital technologies by customers, particularly the Internet, is changing what is possible and what is expected in terms of customer management (Tamminga and O’Halloran, 2000). The appropriate use, for instance, of automation technologies, such as interactive voice response systems and Web-based frequently asked question pages, could be popular with customers and highly cost effective (Petrissans, 2000).

Also for customers, CRM offers customization, simplicity, and convenience for completing transactions, regardless of the channel used for interaction (Gulati and Garino, 2000). CRM initiatives have resulted in increased competitiveness for many organizations as witnessed by higher revenues and lower operational cost. Managing customer relationships effectively and efficiently boosts customer satisfaction and retention rates (Reichheld, 1996a, b; Jackson, 1994; Levine, 1993). CRM applications help organizations assess customer loyalty nd profitability on measures such as repeat purchases, money spent, and longevity. In particular, customers benefit from the belief that they are saving time and money as well as receiving better information and special treatment (Kassanoff, 2000). Despite the diverging definitions, reality is that CRM is a complex combination of business and technological factors, and thus strategies should be formulated strategically and accordingly.

PC Industry

The introduction of the first PC in the mid 1970s led to an industry that emerged as one of the largest and most dynamic sector.

PC industry eventually became a multi-billion dollar worth of business that have gone through various growth phase. Today, the world’s PC industry is booming due to emerging demand for IT growth, which is parallel to explosive growth of world’s population. PC became the driving force for the whole computer industry. PC industry dynamics changed by the late-1990s when PCs became the means to get to the Internet. In the next decade a cellular-based packet communications network and broadband will further grow the Internet.

Over the next 10 years the PC industry will prosper and thrive with two additional driving forces —consumer electronics devices built with computing platforms (information appliances) and mobile devices such as PDA and mobile phones. The PC industry is very competitive and has a good record of adapting to emerging technologies and market trends. This is likely to happen again and the PC industry will embrace information appliances and mobile devices.

PC Market – DELL Competition

Competition in the PC market remained fierce during the last few years as notebook adoption continued and consumers reacted to falling prices.

Worldwide PC shipments were in line with forecasts, growing 15. 2% year-on-year to 44. 6 million units, according to IDC’s Worldwide Quarterly PC Tracker, Commercial demand showed some signs of recovery and consumers remained active during the holiday season. Strong growth in Europe and sustained notebook demand were key sources of growth, although limited supply of flat panel displays constrained shipments for some vendors. On an annual basis, shipment growth moved into double digits for the first time since 2000, boosting shipments to a record 152. 6 million on growth of 11. 4%. DELL’s underlying strengths are its abilities to penetrate into new markets with all the advantages under its belt.

From the latest statistics, DELL’s server market is able to gain market share and grew by 31 percent during the last few quarters. This is contradicting to other PC vendors as they experienced declining server sales and market share and it shows that, DELL is able to strategize and implement very aggressive business and marketing plans to obtain success. 5. 3DELL e-CRM Strategies Being a giant PC maker and customer-oriented, DELL depends on sophisticated IT applications in carrying out their business processes ranging from line assembly across administration to customer relationship management. DELL has also invested substantially in building its IT infrastructure in order to create an advance and effective work place.

Nonetheless, DELL also prepares its staffs to be IT oriented in performing their jobs, and this enables DELL to stay ahead of their competitors. The e-CRM strategy of DELL has begun with customer acquisition, value enhancement and customer relationship retention. In other words, DELL has fully utilized the IT edge in carrying out CRM operations and also use as their business analytical tools. DELL has prepared a very comprehensive web site and call centers to interact with its customers. Further enhancement of the web site and call centers, enable DELL to stand out as far as e-CRM is concerned.

The Strategies In customer acquisition, DELL emphasize in direct interfacing with customers. In that sense, DELL eliminates the intermediaries in their distribution channel. All information of products can be obtained on-line and is assisted by well-trained e-CRM specialists. There are several creative features on the web that need to be highlighted. Among them are:

• On-line configuration: Suitable for those who intend to purchase a customized system.
• Automated order process: Once order is confirmed, the specification of goods will be informed to assembly floor to start the production and it is achieved via a fully automated process.
• Payment on-line: The payment scheme prepared by DELL is user friendly
• Order status check: While waiting for PC system to be delivered, customer can check the good delivery status on-line.
• Comprehensive technical support: DELL is well known for its technical support on-line and also call-center. DELL committed to reply their customers queries within 4 hours.
• Information rich web site: Customers can easily access to detail information via on-line, such as E-value.

DELL always emphasizes on the customer-centric approach, enhancing the customer value, thus creating sales opportunities. More importantly, DELL has managed to use strategically the innovative IT solutions in this process as following:

• Value-add to customer: Customers are always delighted by the kind of service provided by DELL.
• Customer database: To ensure customer have full accessibility of information they require, and should be maintained up-to-date.
• Knowledge database: Product knowledge and experience is shared between customers and DELL employees for mutual benefits.

More importantly DELL adds value to customer by creating opportunity of upgrading and cross selling of its product:

• Continuous update of information: Educate customer awareness on DELL product update.
• Voice of Customer: Using e-Survey to capture customer inputs and feedbacks regarding product and service performance.
• Free software upgrades: DELL customers are entitled for selected operating and applications software through its website such as Windows XP and McAfee.
• Customer Care: Providing additional product safety and security features in terms of quick on-line tips to combat spyware and adware. DELL continued to invest in keeping its infrastructure as one of the best IT platform. For instance, DELL staffs are able to access to internet or intranet through wireless broadband connection within the plant. This allows them to respond immediately to any issues pertaining to customer feedback and complaint.

Conclusions and Recommendations

The customer expectations have risen in recent years and the firms have come up with a number of innovative ideas of serving customers.

This has provided the customer with the flexibility and convenience. Similarly, various groups of customers would require different level of services and support. For first time buyer, they may require installation and training services while big corporations with internal computer specialist may expect more comprehensive CRM program coupled with other value added services. However, the important motto would be the exercise and implementations to keep the customers satisfied, and that would be the ultimate goal for each and every organization. DELL certainly has given their best to expand their customer horizon, and they are definitely on the right track towards creating profitable customer base.

With that, we can expect more and more innovative business ideas from DELL in future, which will continue to delight the ever-demanding customers. We also would like to recommend that, DELL should explore further in areas concerning market opportunities, as mentioned in the SWOT analysis table. Carefully analyzing and turning each opportunity into their advantage would prepare DELL to scale at greater heights. DELL also needs to fine-tune continuously its e-CRM strategies to further strengthen their customer centric approach.

References

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In 2008 Latvia experienced a banking crisis that stemmed from a poorly regulated banking sector. The banking sector was using aggressive lending to grow the increased inflow of foreign capital, most of which came from Russia. This lead to a property bubble, similar to what was happening in the United States of America (US), prices were being bid up by borrowers who had access to cheap loans.

Before the government could step in to control the bubble that was created the property bubble n the US burst sending a rippling affect through the world. This was hardest felt by the banking sector, which now had to reclaim their loans while investors were withdrawing their money as quickly as they could. This put the Latvia banks in a difficult position as much of the funds were tied up in debt capital. The Latvia government’s failure to rescue the nation’s largest bank continued with investors withdrawing their funds quicker and changing it to the Euro.

This made it very hard to keep the Lat pegged to the Euro. This was further exacerbated by currency peculator selling the Lat short, expecting the government to devalue the currency. 2. ) If the International Monetary Fund (MIFF) had not stepped in the struggling Latvia banks would have defaulted on their loans to financial investors both domestic and foreign. The banking system would collapse as the government did not hold enough foreign currency to prop up the lat and keep the banks afloat. This would automatically put the country deep into a recession.

Unemployment and poverty would be certain. The country could possible experience an exodus of Monterrey looking for Jobs in bordering countries. The European Union could drop Latvia from the EX. to protect the entity. The Swedish and Finnish banking sector, and to an extent their economy, would also be in trouble because of the high investment by Swedish and Finnish banks in the Latvia banks. In short the country could have gone bankrupt and put the Swedish and Finnish economies in Jeopardy. 3. The Latvia government could of implemented monetary and fiscal policy to head off the crises or at least lessen its effect. The Latvia government should have monitored the lending of loans by the private financial institutions stricter and ensured the credit growth never got to the point it did. If the government dictated that the banks were to manage their lending policies tighter then the Latvia citizens would not have had access to such vast quantities of inexpensive credit and thus would not have had the means to create such demand in the market leading to double digit inflation.

Alternatively the Latvia government could of increased interest rates to slow down rowing as a pre-emotive maneuvered to avoid the impeding economic meltdown. The sooner the government acted on curbing the unsustainable growth the less an impact the crises would of had on the economy as well as the impact of the necessary interventions implemented to stop the economic downturn. Most believed however that the Latvia government should have opted to devalue the currency which could have resulted in a swifter recovery with less consequences and hardship economically.

However if the Latvia government decided for the devaluation to the Lat they would nave seriously hamper e r otters to adopt the Euro as their national currency. Countries such as Greece and Spain are experiencing the same situation currently but are unable to devalue the currency as they have adopted the Euro as their currency. Due to the Lat being pegged to the Euro a devaluation of the Lat would have had major impacts on statements of financial support. Many individuals or private entities would have generated an income in return for the Lat however their debt was foreign and serviced in the Euro.

These individuals and entities would have defaulted on their repayments and the foreign debt predominately from Russia, Sweden and Finland. If this was the case the foreign banks that had loaned money to Latvia banks and Latvia citizens stood to lose their investments or had the investments restructured. It is possible that the foreign banks imposed political and economic pressure on the MIFF and the Latvia government to avoid devaluation the Lat versus the Euro in fear of the economic effect in the foreign market. 4. The short term consequences directly stem from the conditions of the MIFF loan. The internal devaluation strategy included increases in interest rates and tax as well as severe wage reductions in the public sector and similar deductions in government spending. These austere conditions imposed by the MIFF and the Latvia government were focused on rectifying the economic downturn in the shortest space of time without Jeopardizing the adoption of the Euro. In the short term the austerity sent the Latvia economy into recession; national output fell by 25%1, unemployment increased from 5. % to 20% and is sitting currently around 15% (Westbrook, 2012), inflation slowed, foreign direct investment left Latvia and the governments’ trade deficit climbed. The unemployment situation was worsened by the emigration of approximately 10% of the national workforce who had to seek employment elsewhere (Westbrook, 2012). The long term effects were better than most anticipated, the outcome is predominately attributed to the Laotians culture of enduring hardship and the acceptance by the population of the austerity measures to rectify the negative economic state.

Government led by example regarding the decrease in civil reverts remuneration along with the retrenchment of a bloated workforce. The positive effect was the replication in the private sector by domestic businesses. Due to the mass reduction in the workforces remuneration Latvia increased the external competitiveness of their goods. This effect aided the Latvia economy in increasing exports and played a role in facilitating the process of economic stability and growth, a path the nation is still to complete. References Westbrook, M. , 2012. Learning the wrong lessons from Latvia. [online] Available at: [Accessed 11 march 2013].