1-      How is technology enhancing the requirement of excellent customer service? Provide an example of CRM and technology that you have personally experienced. 2 .p.g

2-      – Explain the six techniques for exceeding customers’ expectations. Next, select two that you feel are most important in creating customer service excellence and explain why you feel they are important 2 p.g

3-      3- Explain the difference between high-touch and low-touch environments. Explain whether you think this type of customer differentiation is market segmentation? 1 and 1/2

4-      4- Explain how a lack of empowerment can affect a customer service provider’s ability to provide the service that customers expect? 1.p.g

5-      5. Problem solving process Explain the problem-solving model (process) and the seven steps to determining and implementing a solution. Provide a sample problem as you navigate the process. 2 p.g

6-      List 3 examples of coproduction and how each of those would motivate customers to take part in the customer service process.1 and1/2 p.g

7-      Listening is certainly a critical method of communication when dealing with customers. Identify what factors cause people to have poor listening skills and discuss why good listening is vital to effective customer service


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The early republic

READ THE FILE ATTACHED (Essay are mainly based on the file attached )
and answer the following questions,

What were the Anglo American attitudes and treatment of the Natives Americans during the late 1700s to the 1840s? How did Native Americans respond to this treatment? To answer these questions consider the following:
1. What was the status of Native Americans living on reservations and in tribes within US territory? I response to this status, how and why did Native Americans involve themselves in the War of 1812 ( Who was their leader? What was the outcome?)
2. Discuss the Anglo American attitude and treatment of the Five Civilized Tribes living in the southern states during the early 1800s. How did this treatment change? What dud Anglo Americans do to the Five civilized Tribes and how did the president at the time influence this outcome? where did they go?(According to Takaki, what was President Jackson’s contradictory attitude towards Native Americans? Why did Americans want the indians,” The Five Civilized Tribes.” removed from the South to the West? How did the U.S government deal with souther Indian Removal and how did the “Five Civilized Tribes” respond to their removal from the south?)
3 Discuss the Anglo American attitude and treatment of the Native Americans living on the plains? How did Anglo Americans impact the lives of the plains tribes? The plains Indians such as the Pawnee were already contending with the U.S government policy of manifest destiny (stretching the nation from coast to coast ) and railroad construction. (consider in Takaki, what were the problems that the Pawnee faced by the Americans and other Plains tribes and how did the placement of souther n Indians onto the Pawnne territory on the Western Plains intensify the Pawnee problems? What role did the reservations play for the plains Indians? )
4. How and why did encounters of the expeditions to the West(lewis and Clarke, Pike and Stephens during 1804-1820) with Native Americans differ from the later Indian policies of “Removal” and “Reservations”?

Format for the essay,
I. Intro (describe the time period, the place covered and the people involved; then state your thesis or main point. wait to write the thsis until after you have ansered all the prompt questions)
II Prompt Question 1
A. Main point of this section
B. Proof(state your point in your own words, then back up your point with a short quote). ()cite within parenthesis)
III Prompt Question 2
A Main point of this section
B proof (state your point in your own words, then back up your point with a short quote). (cite within parenthesis)
IV Etc.
V. Conclusion (summarize how you proved your thesis)

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Health Organization Case Study

Research a health care organization or a network that spans several states within the U.S. (Example: United Healthcare, Vanguard, Banner Healthcare, etc.).

Harvard Business Review Online and Hoover’s Company Records, found in the library, are useful sources. You may also find pertinent information on your organization’s webpage.

Review “Singapore Airlines Case Study.”

Prepare a paper that focuses on the organization or network you have selected.

Your essay should assess the readiness of the health care organization or network in addressing the health care needs of citizens in the next decade, and include a strategic plan that addresses issues pertaining to network growth, nurse staffing, resource management, and patient satisfaction.

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Business and Management

After winning the 2001 election, the new governor of Virginia, Mark Warner, named Phillip Shucet to head the Virginia Department of Transportation (VDOT). Shucet was eager to bring his private-sector experience and management experience to VDOT, and he knew it would be a challenge. VDOT was renowned for its engineering innovation and cutting-edge research. More recently, though, the department’s public reputation had become damaged, and employee morale had hit rock bottom. The case describes the situation at the time the commissioner took over and offers a glimpse into the workings of a large governmental agency.

As a CLC, you will submit one paper of 1,500-1,750 words in which you examine the VDOT case study. This assignment will be completed in three parts.

Part 1

Part 1 of your paper should address the following:

Identify three management theories (one from classical approaches, one from the human relations approach, and one from the modern management approaches) that you think would be applicable in managing VDOT and the impact this change might have on organizational behavior within VDOT. Justify your choices with examples.
Explain how VDOT has reacted to the six challenges that face managers in the 21st century and evaluate its impact on VDOT’s effectiveness.
Part 2

Part 2 of your paper should address the following:

What factors operate in the VDOT’s general and specific/internal environment, and what impact did this have on the VDOT’s effectiveness?
As a result of your environmental analysis, what would you prioritize for your long-term, mid-term, and short-term goals? Why?
Part 3

Part 3 of your paper should address the following:

What motivational theory can you use to explain Shucet’s reasons for taking the job?
Identify the motivational problems that existed at VDOT and provide suggestions on how Shucet could have motivated employees to action by using four motivational theories (one from content theories, one from process theories, one from reinforcement theories, and the job enrichment model).
Include at least four academic resources as references for this assignment.

Prepare this assignment according to the APA guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required.

Do not exceed the word limit and submit assignment to the appropriate drop box. For full credit, make sure that your Similarity Index does not exceed 15%. It is strongly suggested that you make your initial submission to 3 to 4 days ahead of the due date so that you have time to make any necessary revisions.

This assignment will be graded using the “CLC Assignment: VDOT: Trying to Keep Virginia Moving Rubric.” Instructors will be using the rubric to grade the assignment; therefore, students should review the rubric prior to beginning the assignment to become familiar with the assignment criteria and expectations for successful completion of the assignment.

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Change Agent

The final archetype was the “Change Agent.” As with Specialists, Change Agents focused on execution. In contrast to Specialists, Change Agents acted through the business units as facilitators to ensure that strategies were enacted with fidelity. One such CSO described the role as “an enabler. Sometimes the gears don’t mesh in an organization. And you’re there to try and bring the people together.”

Change Agents spent the majority of their time with business unit heads working on implementation. As one said, “Where most time goes is once you’ve done the business planning or once you’ve done the corporate strategy, you then end up with a series of conclusions and action points, and actually what I spend most of my time doing is then trying to implement the decisions that we arrive at toward the end of those two processes.”

As with Coaches, the success of the Change Agents depends upon their knowledge and network within the organization. As such, the Change Agent also tends to be recruited from within, generally from among people in senior roles with the business units. Change Agents also tend to remain in their role for an extended period — often working for a number of CEOs during their tenure.


1)      Rumelt talks about inertia (routine, culture) as a the unwillingness or inability of an organisation to adapt to changing circumstances. Discuss how the change agent can help the organisation to adapt.  (5 Marks)

2)      Rumelt talks about entropy as the weeds and decay that flouirish in poorly managed businesses. What can the change agent do to bring focus back to the organisation.? (5 Marks)

Explain both of the questions with real life example

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In “Dejection: An Ode” and “The Pains of Sleep,” S. T. Coleridge explores the subjects of depression and substance abuse, and the interrelationship of the two, at times. Thomas DeQuincey also writes about the complications that occur from substance abuse.

What problems do the speakers of Coleridge’s poems (probably Coleridge himself) and DeQuincey have as a result of depression and/or substance abuse? Explain how the poems treat these issues?
What symbolism is used, and what images do these writers use to characterize the problems of depression and drug use?
Which passages or stanzas present topics that are still relevant today? Explain their relevancy.
Can you relate either through personal experience or through that of a friend or family member with what either Coleridge or DeQuincey describes?
Submit as a Microsoft Word document formatted according to MLA style. Minimum: 500 words. Quote from and refer to the texts frequently in your journal.

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history of the fifteenth century

ways of the world
second edition
a brief global history

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Fast food industry

It thoroughly analyze an industry using Porter’s Five-Forces Model of Industry Competition, and will then evaluate the performance of two companies in the assigned industry using The Balanced Scorecard and the Baldrige National Quality Program. The paper should include a thoughtful analysis of the historic, current, and projected performance of the industry and the companies using any frameworks, tools, and concepts from well-known academicians and practitioners as a way to develop recommendations to improve future performance.

my topic is FAST FOOD INDUSTRY, please choose one FAST FOOD COMPANY to analysis. (KFC or others)

At a minimum, the following topics must be covered in the paper:
Industry dynamics – Use Porter’s Five Forces to identify major characteristics and trends impacting the industry, including industry size, regulations, recent mergers, acquisitions and joint ventures, use of technology, economics and profitability, degree of direct competition, vulnerability to substitution, etc.

Company Summary – Use The Balanced Scorecard to analyze each company’s historic and expected future performance using several examples from the four dimensions: financials, customer, internal process, and learning & growth.

Identify and Address Major Issues and Opportunities for Each Company by performing a SWOT analysis on each company. Use the criteria from The Baldrige National Quality Program as a guide for identifying each organization’s internal strengths and weaknesses, as well as the external opportunities and threats.

Develop Recommendations – Based on your earlier work and with careful analysis on the progression of the industry, company, and product within its respective lifecycle; provide a summary that addresses the major performance issues, opportunities, threats, constraints, and critical success factors for the industry and both companies.

This assignment will be divided in five parts: an informal outline, an industry analysis, company evaluations, recommendations, and an informal oral summary.

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any period in geology time

Writing Assignment 1: Historical Geology

This assignment is worth 10% of your grade.

5% for 1st Draft (Stamped by writing Center)

5% for Final Paper

Ø The Length of the Paper should be once page single spaced. You can put references on second page. Font size should be no smaller than 10 and no larger than 12. If you need more space you can always widen your margins. If you want to include figures of any sort put them on a second page and reference them in the text. You can use any writing style you prefer for reference material.



Pick an Epoch or Period in time from the geological time scale found below. You can do this randomly if you like or choose based on an initial search or interest. Now imagine you had a time machine that can transport you to this time period (you will also have to imagine you can tolerate the atmosphere etc.). If you want to do this for the oceans of the time then you will have to imagine you have a machine that can take you into the water to explore below the oceans? You will have to use some creativity. This will require a little bit of research on the net or library. Your book is also a great resource. When creating your story try to incorporate some of the information below.

Ø What is the world like at the time in general?

Ø What environment have you landed in?

Ø What is the climate like where you have landed?

Ø What kind of geologic structures or mountain ranges might you be able to see?

Ø Describe a walk (or underwater adventure) you take once you get to that time? What kinds of animals and plants might dominate the landscape or underwater world? What kind of geologic features might dominate the landscape?

Ø What were some of the major events that occurred during that Epoch or Period?

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