1984 Skeleton Outline Essay Example for Free

1984 Skeleton Outline Essay â€Å"I used to think that cyberspace was fifty years away. What I thought was fifty years away, was only ten years away. And what I thought was ten years away it was already here. I just wasnt aware of it yet†. Bruce Sterling (www. brainyquote. com) Technology has helped society achieve great strides in the world today. It has helped us to walk on the moon and find cures for certain cancers. However, technology can also have horrible and devastating effects. This is best illustrated in Orwell’s novel, 1984. Orwell’s novel has been adapted by Michael Radford who captured Orwell’s technologically inclined society through a visual medium. See more: Social process essay Radford’s film portrayed Orwell’s idea of 1984 more effectively. This will be proven through examination of additions and deletions of scenes, cinematography, and casting. Radford’s additions and deletions leave the audience questioning his choice. At the end of the film Radford leaves the audience with unanswered questions, whereas in the novel, Orwell had clear visual clues the answered the questions. â€Å"But it was all right, everything was all right the struggle was finished. He had won the victory over himself. He loved Big Brother. (Orwell 311) An affective addition Radford included in his 1984, was towards the end of the film, Julia and Winston were planned to meet up with each other. In the novel, they had not planned to meet and just so happened that they bumped into each other. â€Å"Actually, it was by chance that they had met. It was in the Park, on a vile, biting day in March, when the earth was like iron and all the grass seemed dead and there was not a bud anywhere except a few crocuses which had pushed themselves up to be dismembered by the wind. He was hurrying along with frozen hands and watering eyes when he saw her not ten metres away from him. It struck him at once that she had changed in some ill-defined way. † (IBID 304) Make sure that you state why this quote is significant in proving that Radford was better at depicting Orwell’s vision. In the novel when Winston goes to meet O’Brien to get the Newspeak dictionary Julia was there with him. In the film when Winston goes to meet O’Brien to get the Newspeak dictionary Julia was not there, Radford has this addition included to emphasize how much Julia did not care about the Party. Radford`s interpretation of 1984 of additions and deletions was very affective. Radford’s use of cinematography was well done based on Orwell’s vision. With the help of color or if you look at it another way, a lack of colour, the film was meant to be shot in a dull and dreary setting. Radford was able to get across to the viewers, the sense of depression. * (put a quote in here of anything that describes any way that they dress or any of the colors that are described in the novel) Consider the opening couple of paragraphs. You could also talk about the scene in the film where his mother died and compare that to another scene to show how times have changed. Radford used bland and mechanized colors such as grey, navy blue and black. In Radford’s 1984 there was a scene shown of Hurt walking home from work and there was no color but greys, and a small amount of a dull navy blue. The actors in the film were too wearing dull navy uniforms and that was it. This was a perfect representation of the way Radford emphasized how dull the film was. The characters in the film, more specifically, John Hurt and Suzanna Hamilton, were also physically grey looking. Their skin was dead looking and physically sick which helped Radford set the theme of the film. (Use the description of the golden country are they the same in the novel and the film? ) If so how? If not how are they different ? Radford’s character selection was very effective that helped to portray Orwell’s vision. Radford’s 1984 was well cast. John Hurt acted just the way he was described in the novel. Although he did not speak much, Hurt used excellent facial expressions in order to get his point across and to communicate with others. â€Å"Winston Smith (John Hurt) is 39, but he has the skinny, wizened look of a perpetually chilled, undernourished child, whose face is that of an old man. † (www. ovie. nytimes. com) Julia, Suzanna Hamilton, was better depicted in the film than in the novel. â€Å"She brings a captivating freshness and warmth to her role, a little reminiscent of a young Harriet Anderson. Her pale, wiry, broad-hipped body has a simple, unaffected, almost archetypal beauty, and in the film’s more intimate moments, she radiates all the tactile sensual grace of a Munch or Degas nude†. (www. IMBd. com) Hamilton helps to portray Julia being a very rebellious character. In the film, Julia was an upfront kind of character whereas in the novel Julia seemed very closed yet didn’t really say much. Radford’s film adaptation of 1984 does effectively portray Orwell’s vision. This was proven by characters, additions and deletions, cinematography. Radford’s cinematography is an excellent adaptation of Orwell’s plot. The characters were well cast and Orwell’s vision was seen. The additions and deletions are very effective in portraying the vision of 1984. Overall Radford’s film does Orwell’s novel justice. Maybe for your conclusion keep the compare and contrast going. So for example Orwell made many choices about where to place characters in the novel but Radford adding or deleting them was a better choice for the vision as a whole.

Global System for Mobile Communications (GSM) Technology

Global System for Mobile Communications (GSM) Technology Investigation on the physical layer technologies employed in the GSM System Absyarie Syafiq Bin Shahrin Abstract Basically in this paper, we intend to give a rundown on GSM (Global System for Mobile Communications) specifically on the technologies employed at the physical layer in the GSM system. The GSM system is a very interesting topic as it revolutionized the way we communicate and it is still being used till this day. It is actually the 2nd Generation (2G) wireless system as it uses digital instead of analog and it also deploys Time Division Multiple Access (TDMA) that is implemented on multiple frequency subbands. Frequency Division Multiple Access (FDMA). GMSK modulation and demodulation technique will also be discussed together with how it works and what their advantages/disadvantages are. The problems with ISI (Intersymbol Interference) in GSM systems will also be addressed together with how to mitigate ISI using channel equalization. With that, we will also give a simple explanation on how speech coding is accomplished in GSM transceivers. Keywords: Gaussian Pulse, GMSK, ISI, channel equalizer, ISI equalizer, speech coding I. Introduction GSM is a standard developed by the ETSI (Europe Telecommunication Standards Institute) to describe the protocols of the 2nd Generation (2G) communication technology used by mobile networks and cell phones. It was first launched in Finland with a data speed of up to 64kbps. The GSM is given the term 2G because it is something completely new compared to the first generation (1G) with the usage of digital signal signals instead of analog. It was designed from scratch with no backward compatibility with the previous 1G technology. Using 124 channels per cell, it can accommodate up to 8 users by using a combination of TDMA and FDD scheme [1], though some of its channels are used for control signals. It also introduces the SIM (Subscriber identity module) card which allows for roaming calls. At first, it was only designed for operation in the 900 MHz band but later it was adapted for 1800Mhz. GSM is a very popular standard used today with over 90% market share, with availability in over 21 9 countries and territories worldwide. Originally the GSM was developed with the intention that it will replace the first generation analog networks by having digital, circuit-switched networks which are optimized for full-duplex voice telephony. However as time passes, the GSM system was further developed to include data communications by firstly having it on circuit-switched transport, and then changing it later to packet-switched transport via GPRS ( General Packet Radio Service) and EDGE ( Enhanced Data Rates for GSM Evolution) . In GSM, Gaussian pulse shaping is used and Gaussian Minimum Shift Keying (GMSK) as a modulation/demodulation technique with a modulation index of 0.5 [2]. This modulation method however gives rise to inter symbol interference. Inter Symbol Interference (ISI) in the GSM system are usually caused by two factors; Multipath propagation and Bandlimited channels. An ISI equalizer is used to solve this problem by implementing the Maximum Likelihood Sequence Estimation (MLSE) via vertibri algorithm. To make things easier to understand, Figure 1 is attached to relate how the GSM system can relate to the OSI (Open System Interconnection) model. We will however, focus more on the Physical Layer of the GSM system. Figure 1: How the GSM is realized in the famous OSI model [7]. Pulse Shaping In digital telecommunications systems, we strive to achieve broad spread spectrum with significant low-frequency content. This in return, requires a lowpass channel that has a bandwidth sufficient enough to accommodate the essential frequency content in the data stream. Gaussian function fits this requirement perfectly. The speciality of this waveshape is that, the pulses rise and small smoothly until it settles to a value [14]. This is a valuable asset as it gives a solution to problems such as precursors, overshoot and ringing in a pulse signal [14]. This problems cause uncertainty to the actual value so it is very troublesome. Besides that, it also addresses the two required needs of communication systems which are band-limited channels and reduced Inter-symbol interference (ISI) by applying a Gaussian filter symbol-by-symbol. It is nearly impossible to get the perfect sinc spectrum in the time domain as the bandwidth needs to be infinity. We can only have an approximation or near the same sinc spectrum. ISI can also still happen if control is not exercised over the pulse shaping. Figure 2: An impulse response of a Gaussian Filter [15] In GSM, we apply Gaussian filtering for Gaussian Filtering Minimum Shift keying (GMSK) a modulation technique. Basically it is similar as the Minimum Shift Keying (MSK) but the data stream must first go through pulse shaping via Gaussian filter before being applied to the modulator. MSK is already a good modulation scheme as it possess constant envelope and maintains phase continuity. GMSK allows for reduced sideband power which results in the reducing of out-of-band interference between the signal carriers in adjacent frequency channels. The GMSK technique has an advantage of being able to carry data while still maintaining an efficient usage of spectrum. The reduce power in the GMSK is very useful especially for mobile phones as lower battery consumption is needed for operation [16]. The drawback of GMSK is that, it requires more modulation memory in the system and causes ISI. We have two ways to generate GMSK modulation. The most basic way is to apply Gaussian filter on the input signal and then apply a frequency modulator with a modulation index of 0.5 [2] [16]. The problem with this method is that it must have an exact modulation index of 0.5. In the real world, this is impossible as component tolerance drift can vary[16]. Figure: Flow chart of GMSK modulation using a Gaussian filter and Voltage controlled oscillator The second method is more realistic and widely used. This GMSK method uses the Quadrature (I-Q) modulator. The operation starts by having the Gaussian filtered data separated into two parts, in-phase I and quadrature phase (Q). The I and Q components will then be mixed up to the frequency of the RF carrier to have a modulated RF signal. This kind of modulator can maintain 0.5 modulation index without having any modifications. The performance of this quadruple modulation depends on the accurate creation of I and Q components. For demodulation, this scheme can be used in reverse [16]. X – mixer or multiplier LO – Local oscillator Figure 3: Block diagram of I-Q modulator Inter symbol interference and channel equalization ISI in the GSM system is mainly caused by multipath propagation. Multipath propagation is a result when signals arrive at different times (delay) because it is does not travel in line of sight (LOS). In reality, connection will never be in LOS all the time so the signals will go through different paths by being reflected or refracted from different objects to reach the destination. When the signals travel through multiple paths, they will arrive at different times depending on the route they used. It is also possible for reflected signals to overlap with the subsequent signals [13]. This in addition, results in distortion to the received signals because all the signals have different delay. This situation happens either from mobile station to base station or vice versa. Since the delay spread is more than the symbol time, frequency selective fading occurs. Figure 4: An example of multipath propagation Figure 5: ISI as a result of multipath distortion [13] To combat the problem with multipath propagation, we use and ISI equalizer. This equalization technique is based on the MLSE which uses the Viterbi Algorithm [3] [10]. Figure below shows the block diagram of the ISI equalizer. Figure 6: Block diagram on how ISI equalizer is used in GSM environment When the base station or the mobile station transmits a TDMA burst, not all of is user data. Instead, 26 bits are allocated for the training sequence and they are known by their receivers (either mobile station or base station). Each of the known sequence bits unique for a certain transmitter is unique for a certain transmitter and this sequence bits is also repeated in every transmission burst. The figure below shows the normal burst structure in the GSM burst. Figure 7: GSM Normal Burst Structure A channel estimator is needed because to perform MLSE, we require information on the CIR (Channel Impulse Response). The channel estimator will estimate the CIR for each of the bursts by comparing the transmitted bits with the received signal to produce he(t) [10]. Channel estimation in GSM uses Linear MMSE (Minimum mean square error) [11]. Since the match filter is in time domain, r(t) will be convoluted with the signal obtained from the channel estimation, he(t) to create a model signal Y(t). The output model signal obtained can then be used to estimate the transmitted bits based on the bits received by performing MLSE. The last process uses Viterbi Algorithm hence the process, Viterbi equalisation [2] [9]. Speech coding in GSM transceivers Speech is originally analog in nature and GSM is a digital system. In order to use the speech information, we need to run to a series of process known as speech processing. Figure shows how the speech processing is done in a GSM system. In speech coding, the GSM system has used a variety of ways to fit in 3.1 kHz audio into between 6.5 and 13 kbit/s. The first two codecs used was called Half Rate (5.8 kbit/s) and Full rate (13 kbit/s) [4]. Both of this codecs use LPC (Linear Prediction Function) where voice signals need to be digitized, and secured using encryption over a narrow voice channel. As time passes, the GSM system was further developed to use the Enhanced Full Rate (EFR) codec which is a 12.2 kbit/s codec and it uses a full-rate channel. Figure 8: Flow-diagram on GSM speech processing [8] Full rate speech coder is actually part of the Regular Pulse Excitation – Long Term Prediction (RPE-LTP) coders [4]. Firstly the speech encoder will take an input of 13 bit uniform PCM signal from either the audio part of the mobile station (MS) or the Public Switched Telephone Network (PSTN) side by using 8 bit/A-law to 13 bit uniform PCM conversion. The encoded speech is then delivered to the channel coding function which will then produce an encoded block having 456 bits with a gross bit rate of 22.8 kbps [4] [5]. The remaining 9.8 kbps is used for error protection purposes. The reverse action is performed for decoding. When encoding, 160 frames in 1 sample is encoded to a block of 260 bits with a sampling rate of 8000 samples/s, hence the bitrate of 13kbps [5]. On the decoding part, 260 bits of encoded blocks is mapped back to the 160 frames output reconstructed speech sample. EFR (Enhanced Full Rate) is a newer version of the speech codec which uses ACELP (Algebraic Code Excited Linear Prediction) algorithm. The motivation for this development is because of the mediocre / poor quality of the GSM-Full Rate codec. This codec is a step-up from the previous FR because it provides speech quality equivalent or close to wireline telephony which uses 32 kbps ADPCM (Adaptive Pulse Code Modulation) [6]. This codec can provide wireline quality in both error and error-free conditions [6]. EFR which is also a form of traffic channel is bi-directional and can transmit both speech and data [9]. Figure 9: shows how error correction is done at layer 1 of the GSM air interface Conclusion All in all, this paper has helped me to better understand the GSM system and how it works in the physical layer. GSM has many sources including but not limited to, books, journals, application notes, lecture notes, documentation as well as survey papers. After reading from various sources, I learned to read efficiently and think critically as the papers written are quite hard and requires a meticulous reading to thoroughly understand what is being presented. I acquired basic research and development (RD) skills and technical writing skills after almost a month of heavy reading and research. How the physical layer in the GSM system works is also understood. The acquired signal must first be shaped through a Gaussian filter in the GMSK modulator. The Quadruple modulator scheme is used as it does not require modifications to maintain 0.5 modulation index. ISI in the GSM are mostly caused by multipath propagations in which gives frequency selective fading. Frequency selective fading happ ens when the delay time is spread because symbols arrive at different times. To address the problems with ISI, we need to have an ISI equalizer. ISI equalizer consists of many components such as match filter and MLSE by Viterbi algorithm. I also learned that we have two speech coding options; full rate speech coder and EFR. All this components are essential when building a GSM system. References [1] Guifen Gu, Guili Peng â€Å"The Survey of GSM Wireless Communication System† International Conference on Computer and Information Application (ICCIA) , 2010 [2] B. Baggini, L. Coppero, G. Gazzoli, L. Sforzini, F. Maloberti, G. Palmisano â€Å"Integrated Digital Modulator and Analog Front-End for GSM Digital Cellular Mobile Radio System, Proc. IEEE 1991 CICC vol. 31, pp.7.6.1{4, Mar. 1991. [3] M. Drutarovskà ½, â€Å"GSM Channel Equalization Algorithm – Modern DSP Coprocessor Approarch† Radioengineering Vol. 8, No 4, December 1999. [4] Besacier, L.; Grassi, S.; Dufaux, A; Ansorge, M.; Pellandini, F., GSM speech coding and speaker recognition,Acoustics, Speech, and Signal Processing, 2000. ICASSP 00. Proceedings. 2000 IEEE International Conference on, vol.2, no., pp.II1085,II1088 vol.2, 2000 [5] www.etsi.org, â€Å"European digital cellular telecommunications system (Phase 1); Speech Processing Functions; General Description (GSM 06.01)†, GTS 06.01 version 3.0.0, January 1991. [6] Jarvinen, K.; Vainio, J.; Kapanen, P.; Honkanen, T.; Haavisto, P.; Salami, R.; Laflamme, C.; Adoul, J.-P., GSM enhanced full rate speech codec, Acoustics, Speech, and Signal Processing, 1997. ICASSP-97., 1997 IEEE International Conference on , vol.2, no., pp.771,774 vol.2, 21-24 Apr 1997 [7] â€Å"Fundamentals: Signalling at the Air-Interface† Rohde and Schwartz Training Center v1.0 [8] http://www.rfwireless-world.com/Tutorials/gsm-speech-processing.html [9] â€Å"GSM Air Interface Network Planning† Training Document, Nokia Networks Oy, Finland, Jan 2002 [10] Vipin Pathak,â€Å"MLSE BASED EQUALIZATION AND FADING CHANNEL MODELING FOR GSM† (Hughes Software systems, Delhi), pp. 100-104, 2003 [11] Manoj Bapat, Dov Levenglick, and Odi Dahan, â€Å"GSM Channel Equalization, Decoding, and SOVA on the MSC8126 Viterbi Coprocessor (VCOP)† Freescale Semiconductor Application Note, Rev.0, 2005 [12] Baltersee, J.; Fock, G.; Meyr, H.; Yiin, L., Linear MMSE channel estimation for GSM, Global Telecommunications Conference, 1999. GLOBECOM 99 , vol.5, no., pp.2523,2527 vol.5, 1999 [13] Kang, A. S., and Vishal Sharma. Pulse Shape Filtering in Wireless Communication-A Critical Analysis. Pulse 2, no. 3 (2011). [14] James R. Andrews, â€Å"Low-Pass Risetime Filters for Time Domain Applications†, Picosecond Pulse Labs, Application Note AN-7a, March 1999. [15] http://www.ni.com/white-paper/3876/en/ [16] http://www.radio-electronics.com/info/rf-technology-design/pm-phase-modulation/what-is-gmsk-gaussian-minimum-shift-keying-tutorial.php [17] Fred Kostedt, James C. Kemerling, â€Å"Practical GMSK Data Transmission†, MX.com, INC, Application Note GMSK, 1998.

Emphysema :: essays research papers

  Ã‚  Ã‚  Ã‚  Ã‚  Emphysema is one of several diseases usually labeled collectively as chronic obstructive pulmonary disease (COPD). It’s the most common cause of death from respiratory disease in the United States; approximately 2 million Americans are afflicted with the disease. Emphysema(COPD) appears to be more prevalent in men than women. Postmortem findings reveal few adult lungs without some degree of emphysema. Causes   Ã‚  Ã‚  Ã‚  Ã‚  Emphysema(COPD) may be caused by a genetic deficiency of alpha 1 -antitrypsin (AAN) and by cigarette smoking. Genetically, one in 3,000 newborns are found with the disease, and 1% to 3% of all cases of emphysema are due to AAT deficiency. Cigarette smoking is thought to cause 20% of the cases. Other causative factors are unknown. Complications   Ã‚  Ã‚  Ã‚  Ã‚  In emphysema(COPD), complications may include recurrent respiratory tract infections, cor pulmonale, and respiratory failure. Peptic ulcer disease strikes 20% to 25% of patients with COPD. Additionally, alveolar blebs and bullae may rupture, leading to spontaneous pneumothorax or pneumomediastinum. Assessment findings   Ã‚  Ã‚  Ã‚  Ã‚  The patient history may reveal that the patient is a long-time smoker. The patient may report shortness of breath and a chronic cough. The history may also reveal anorexia with resultant weight loss and a general feeling of malaise.   Ã‚  Ã‚  Ã‚  Ã‚   Inspection may show a barrel-chested patient who breathes through pursed lips and also uses accessory muscles. You may notice peripheral cyanosis, clubbed fingers and toes, and tachypnea.   Ã‚  Ã‚  Ã‚  Ã‚  Palpation may reveal decreased tactile fremitus and decreased chest expansion. Percussion may detect hyper resonance. On auscultation, you may hear decreased breath sounds, crackles and wheezing during inspiration, a prolonged expiratory phase with grunting respirations, and distant heart sounds. Diagnostic tests   Ã‚  Ã‚  Ã‚  Ã‚  Chest X-rays in advanced disease may show a flattened diaphragm, reduced vascular markings at the lung periphery, over aeration of the lungs, a vertical heart, enlarged anteroposterior chest diameter, and large retrosternal air space.   Ã‚  Ã‚  Ã‚  Ã‚   Pulmonary function tests typically indicate increased residual volume and total lung capacity, reduced diffusing capacity, and increased inspiratory flow.   Ã‚  Ã‚  Ã‚  Ã‚  Electrocardiography may reveal tall, eymmetrical P waves in leads II, III and aVf; vertical QRS axis; and signs of right ventricular hypertrophy late in the disease. Red blood cell count usually demonstrates an increased hemoglobin level late in the disease when the patient has persistent severe hypoxia.

Radio Frequency Identification (RFID) Essay -- Radio Frequency Identif

The innovation of the RFID chip or the Radio Frequency Identification has been a critical piece of technology that has been around since the early/mid 20th century (est 1938). Functions of a radio frequency identification (RFID) tagging system involves a tag and a reader. When scanned, the antenna within the tag picks up the radio wave and sends a response back to the reader. This technology is being used for both short range and also long range identification, in the short-range identification category, this innovation is used in practical applications like credit cards (pay wave, tap and go ect...), animal identification (domestic pets, farm animals). The long range applications of the RFID chip is used in aeroplanes to bounce back a signal to radio control signifying their plane identification, the long range application of the chip is used in many other systems for similar purposes. the RFID chip is used all around the would and has and is readily available for the past few decades. The RFID chip is used by many agencies including federal agencies and also used for municipal and state and also local agencies. E.G.. RFID for Federal Agencies * Border and Immigration Security * Cargo and Container Security * Food and Cold Chain Safety (Product Authentication and Temperature Tracking) * Livestock & AgricultureTracking * Military Personnel Relocation Services * Military Supply Chain (Supply chain Shipping, * Receiving and Logistics) * Pharmaceutical Track and Trace Trusted Traveler Control Systems aeroplane tracking/ID RFID for Municipal and State and Local Agencies * Asset & Inventory Control * Firefighter Locationing /Emergency Service Personnel Locationing * First Responder Evacuation Services * Lib... ...lter, 2001, pp. 445--456) Motorolasolutions.com. 2014. RFID Government Solutions - Motorola Solutions USA. [online] Available at: http://www.motorolasolutions.com/US-EN/Business+Solutions/Industry+Solutions/Government/Airports+and+Seaports/RFID_Government_Solutions_US-EN Wikipedia. 2014. Radio-frequency identification. [online] Available at: http://en.wikipedia.org/wiki/Radio-frequency_identification [Accessed: 11 Feb 2014]. Wikipedia. 2014. Digital Revolution. [online] Available at: http://en.wikipedia.org/wiki/Digital_Revolution Wikipedia. 2014. Near field communication. [online] Available at: http://en.wikipedia.org/wiki/Near_field_communication Idtechex.com. 2014. RFID Forecasts, Players and Opportunities 2012-2022: IDTechEx. [online] Available at: http://www.idtechex.com/research/reports/rfid-forecasts-players-and-opportunities-2012-2022-000322.asp

The Beginning of the N.F.L. Essay -- Art

The Beginning of the N.F.L. The year was 1920 and pro-football was in a state of confusion. The three main problems that led to all the confusion were, salaries rising, players jumping from team to team and the use of players still enrolled in college. So, on August 20, 1920, a group of men representing the four current pro teams met. When the day was done the American Professional Football Conference was born. The A.P.F.C. was formed to make one governing body over pro football. Then, on September 17, 1920, a second organizational meeting was held. At the second meeting the following teams attended: the Akron Pros; Canton Bulldogs; Cleveland Ohio Indians; Dayton Ohio Triangles; Decatur Illinois Staleys Athletic Club; Hammond Indiana Pros; Massillon Tigers; Muncie Indiana Flyers; Racine [a Chicago street] Cardinals; Rochester New York Jeffersons; Rock Island Illinois Independents; and [the State of] Wisconsin. One of the first orders of business was to change the name of the American Professional Football Conference to the American Professional Football Association. The second order was to appoint a president. So Native-American Olympic Gold Medallist Jim Thorpe was elected as league president. Other rules were made such as a membership fee of $100 per team; to be charged to give an appearance of respectability No team ever paid it. Scheduling was left up to the teams, and there were wide v ariations. This occurred both in the overall number of games played and in the n...

Internship Report on Vip Group of Industries

Internship Report On VIP Group of Industries Internship Report submitted to the Faculty of Management & Administrative Sciences in Partial Fulfillment of the Requirement for the Degree of Masters of Business Administration Submitted By: Raheeb Anjum 11022720-080 Masters of Business Administration (3. 5 year) 2011-2015 UNIVERSITY OF GUJRAT Date of Submission Name of Program coordinator: Signature of Program coordinator: Acknowledgement â€Å"In the name of Allah, the most beneficent and merciful† I would like to thank Almighty Allah who made me able to complete this internship report by utilizing my skills and knowledge.I am also thankful for giving me spirit of patience, consistency and courage during my internship. I am very obliged to my affectionate parents who taught me the first word of speak and supported me morally and financially throughout my studies and also helps me to complete my internship. I am also grateful to the University of Gujrat that provided me a chance t o explore my skills, qualities, abilities and potentials through internship program. I am also thankful to my teachers for giving me chance to show the best of my abilities during the period of my internship.At VIP Group of Industries Limited , I would like to thank Mr. Abdul Sattar (Manager HR) who provided me full opportunity to start internship and accumulate first hand comprehensive information’ during my internship. I am also pleased to different persons like Mr. Muhammad Omer (Assistant Manager HR), Mr. Rizwan Mir (Marketing Manager), Mr. Muhammad Shahid (Production Manager) and Mr. Muhammad Wahab (Attendance Maintainer) who provided ever information I needed during the course of my internship. Table of ContentParticulars Part I Executive Summary Introduction Purpose, Scope and Aim of study Brief History Nature of Organization Business Volume, Rewards and success stories for last 5 year Product Line PESTL Analysis Contribution of Organization toward Economic Development Organizational Hierarchy Chart Number of Employees Main Offices Introduction of all Departments Comments on the Organizational Structure Part II Brief Introduction of Office Detail of Supervisors Weekly Timetable Detail Description of Departments Detail Description of Tasks assigned Summary of Learning Conclusions SWOT analysis Recommendations References 25 26 27 30 44 47 50 51 55 57 1 2 3 5 6 7 11 13 14 16 17 17 17 24 Page # Executive Summary VIP Group of IndustriesInternship was my first step in practical life, through which I learnt a lot and it has aided me in being well equipped with valuable experience that would help me once I enter the professional life after the completion of my studies. During the month of July, August and September 2012, I worked in VIP group of industries as an internee. My association with this company was being a part of the Human Resource Department. It was a great experience for me and it helped me in realizing where my potential lies. What I learnt at VIP Group of Industries over the weeks was how to get along with the people that I have to work with them, building relationships with people, building confidence and improving my communication skills. I also get the knowledge of Marketing and Finance department along the Human Resource.Experience has taught me responsibility, teamwork and how to handle people in tough social situations. Even though the nature of work was quite basic as an internee, nevertheless I got to see what practical life is. This internship overall has been a great experience. This report gives a profile of VIP group of industries and an insight into the HR Department where I was assigned to work. All the functions and operations of HR department are defined in the report including; recruitment & training & development, compensation & benefit etc. selection, This report also reflects my learning and experiences at VIP group of industry along with my responsibilities and the tasks that I performed.During t he internship it found that Human Resource Department is an important department in an organization which helps to increase productivity, performance of employees, to overcome the problem of fraud, to hire competent persons for the job performance according to their skills, knowledge and experience. Raheeb Anjum (11022720-080) Page 1 FMAS Last part of the report consists of some recommendations and suggestions that I have given. My proposal would be of great use to VIP Group of Industries and if followed properly, it can increase the performance of employees and finally the VIP Group of Industries performance of the organization itself. Part-I 1. Introduction The name â€Å"VIP† emerged on the prospect of Pakistan soon after its inception in the year 1984.The start was modest with limited space to work and meager resources to cater, but devotion and dedication blended along untiring honest efforts soon flourished to bear the fruits. An honest approach in dealing, with custome rs, vendors and related agencies, took the group a step ahead and is a vital contributing to its success today. VIP Group of Companies is one of the esteemed manufacturers and private accredited exporter of Fashion wear, Motor bike wears in Pakistan having assets of worth more than PKR 1. 5 billion. The total area of the subjected premises consists of 112 Kanals. VIP Group of Industries captures a wide market and its products are appreciably accepted throughout the Pakistan most popularLeather Jackets and Leather Shoes are its major products, contributing towards the national economy, export figures range from 20 to 25 billion US dollars annually. It specializes in producing high class Leather product made of superior quality materials and possesses state production facilities in made ups and products for various consumer needs. The company makes use of the latest technical Raheeb Anjum (11022720-080) Page 2 FMAS equipment to make sure that each product is original in style and show s exquisite craftsmanship. This is an industry believes in originality as character and quality as foundation. The entrepreneurial spirit of the company seeks constant development, steady progress and outstanding performance. 1. Purpose of Study This report is based on study carried out for the fulfillment of the degree requirement of the Master in business administration (MBA) at the University of Gujrat (UOG). The purpose of the study is to do practical work in field and apply the knowledge of classroom lectures to the real life situations. 1. 2 Scope of Study The scope of my work is focused on the working of Personnel and Human Resource Department. Review Section of this report not only explains department’s working but also flow of work activities among the sections. During the internship, the observation was focused on internal managerial matters of VIP Group of Industries, i. e. work environment, organization structure, decisionmaking process, promotion criteria and all such matters. This research facilitates in SWOT Analysis. 1. Aim and Objectives The aims and objectives of VIP Training Institution (VTI) are to identify the training needs of the industry, offer practical training programme to professional of the wear industry, and provide training advice and guidance to VIP Group of Industries and to help established standards for training which will meet the performance needs in the field and on the job. VTI is dedicated to: Establish courses and in-house training programmes which will meet the specific needs of VIP Group of Industries. VIP Group of Industries Raheeb Anjum (11022720-080) Page 3 FMAS Design training material that recognizes the capabilities and specific needs of newly hired employees and those who change their job assignment. Provide refresh and upgrade training for industry personnel in cost effective manner.In-house basic training programmes are being designed and developed to provide a base level of training which employees re quire to function in their jobs. VIP Group of Industries recruits men from all across Pakistan. The universities and technical schools do not provide the full range of subject matter necessary for a graduate entering the petroleum industry. It is VTI’s intention to ensure that the individual has an opportunity to obtain this training within his first two years with VIP. In addition to basic training courses, VTI will Organizes in-house technology update seminars. 1. 4 Limitations No matter how efficiently a study is conducted, it cannot be perfect in all respects.This study was conducted in accordance with the objectives of the study; the study may not include broad explanations of facts and figures due to the nature of the study. Second limitation, which affects the study, is the availability of required data was problem all the documents and files are kept strictly under lock and key due to their confidential nature. Third is the problem of short time period also makes the analysis restricted as one cannot properly understand and thus analyze all the operations of an organization just in six weeks. VIP Group of Industries Raheeb Anjum (11022720-080) Page 4 FMAS 2 Overview of the organization 2. 1Brief History 2. 1. 1 EstablishmentVIP Group of Industries The name of VIP Group of Industries emerged on the horizon of Pakistan’s Leather industry in 1984, A modest limited financial and other resources available, soon flourished to bear full owing to the determination and dedication of its workers, An honest approach in dealing, with customers, vendors and related agencies, took the group a step ahead and is a vital contributing to its’ success today. At the moment VIP Group of Industries is the leading industrial group of Pakistan, owing assets more than PKR 1. 5 billion. The VIP Group of Industries deals in Textile, Leather wear, Fashion wear, Motor Bike wear and Gloves. 2. 1. 2 DevelopmentWith a balanced, efficient and competitive structure , VIP Group of Industries explores and exploits indigenous resources for optimum production of Leather and Fashion wear, besides seeking opportunities abroad. Services of the Company’s highly qualified and skilled expertise in the fields of Leather and Fashion wear are frequently availed by the local and foreign companies. During the last 20 years VIP Group of Industries has grown into a technically and commercially viable organization. 2. 1. 3 Name of Chief Executive Officer (C. E. O) Mr. Imtiaz-ud-Din Dar (Managing Director) Raheeb Anjum (11022720-080) Page 5 FMAS 2. 1. 4 Names of Directors VIP Group of Industries Mr. Usman Dar Mr. Umer Dar Mr. Amir Dar Mr. Imran Dar 2. 2. Nature of the organizationVIP Group of Industries leather wears fashion wear and textile as well with tender care and dyed in the brilliant shades of nature adds elegance and magnificence to this world. VIP Group of Industries is a manufacturer of such fabulous products: products that speaks of unparallel ed quality and unmatched comfort. VIP Group of Industries specializes in producing high class Leather and fashion wear product made of superior quality materials and possesses state production facilities in made ups and products for various consumer needs. The company makes use of the latest technical equipment to make sure that each product is original in style and shows exquisite craftsmanship.VIP Group of Industries is a company believes in originality as character and quality as foundation too. The entrepreneurial spirit of the company seeks constant development, steady progress and outstanding performance. Raheeb Anjum (11022720-080) Page 6 FMAS 2. 3. Business Volume, reward honors & success stories etc. during last 5 years VIP Group of Industries VIP Group of Industries is using the modern technology for improving its ability to discover the Leather and Fashion wears potential in the country. A number of major institutional reforms and improvements have been implemented in all areas of operations enabling the company to take up the challenge of making the organization much efficient.VIP Group of Industries financial performance has been consistently improving with sustainable growth since the time it became a self-financing Company. Its business volume for the last five years has shown a steady growth as indicated in the schedules given on next page: Raheeb Anjum (11022720-080) Page 7 FMAS Business Volume for last Five Years (Quantities) Product Measurement 2006-07 Scale Fashion Wear Leather Wear Motor Bike Wear Gloves Pairs 83,445 86,670 93,234 Suites 92,004 77,412 93,236 Pieces 161,534 217,927 Suites 120,456 154,870 2007-08 2008-09 VIP Group of Industries 200910 201011 212,900 215,445 224,876 245,537 274,006 277,408 90,314 101,322 91,889 92,917 Textile Bundles 11,038 11,998 10,989 10,859 11,890 Raheeb Anjum (11022720-080)Page 8 FMAS VIP Group of Industries Business Volume for last Five Years (US $) Product Measurement 2006-07 Scale Fashion Wear Leather Wear Motor Bike Wear Gloves Pairs 62,58,375 Suites Pieces Suites 60,22,800 2007-08 2008-09 2009-10 2010-11 80,53,240 117,09,500 118,49,475 128,17,932 323,06,800 435,85,400 491,07,400 548,01,200 554,81,600 276,01,200 232,23,600 279,70,800 270,94,200 303,96,600 65,86,920 70,85,784 71,67,342 72,47,526 Textile Bundles 44,15,200 47,99,200 46,15,380 46,15,075 50,53,250 Raheeb Anjum (11022720-080) Page 9 FMAS The Net sales & other revenues for the last five years are as under: VIP Group of Industries (In million US $)YEARS Net Sales Revenue 2006-07 2007-08 2008-09 2009-10 2010-11 76. 65 85. 05 100. 4 105. 6 111 2. 3. 1. Reward honors & success stories during last 5 year ? 2007 VIP Group of Industries achieved large growth in profits and business in 2007. This industry showed a marked growth in assets and equity by 8. 4% and 11% respectively. ? 2008 VIP Group of Industries achieved a substantial increase of 84% in its net operating income and 45% in its net income similarly total assets in creased by 10. 5%. ? 2009 VIP Group of Industries won the third prize of best exporter in Sialkot and awarded by Chamber of Commerce & Industry Sialkot (CCIS). Raheeb Anjum (11022720-080)Page 10 FMAS ? 2010 VIP Group of Industries VIP Group of Industries won the first prize for its commitment to the best international standards in the area of corporate governance in the industrial sector and its effective contribution to the development. ? 2011 VIP Group of Industries won the second prize of best exporter in Sialkot and awarded by Chamber of Commerce & Industry Sialkot (CCIS). 2. 4. Product Line In the product line of VIP Group of Industries, the following are its products by which it is earning profits: 2. 4. 1 Leather Jackets Leather jackets of the organization are very fine quality which is demanded all over the world immensely.Its demand is greater in Europe and America. 2. 4. 2 Leather Glove Leather gloves are average used but these are very useful to many sectors such as Garde ning, Strong electric wires cutting, weight lifting etc. It helps to keep safe hands skin which is badly harmed by using these instruments in these fields without using gloves. Raheeb Anjum (11022720-080) Page 11 FMAS 2. 4. 3 Rexene Gloves VIP Group of Industries Rexene gloves are the highly used in nowadays. It used for the bike driving, to keep hands warm in winter and also for fashion use. Rexene gloves are less costly hence its demand is greater. 2. 4. 4 Track Suites Track Suites are widely used in the world.People use it for their teams to demonstrate themselves from other, also use for jogging and some people consider it as night dress. 2. 4. 5 Motor Bike Dresses Motor bike dresses are used for the purpose of racing which held in foreign countries. These dresses protect the driver/racer from injury which sometimes occurs due to accidents. 2. 4. 6 Leather Shoes Leather shoes are very important accessory in some industries. These are widely used in chemical industry because it h elps to keep feet safe from any accident or disaster. 2. 4. 7 Casual Shoes Casual shoes are also known as fashion shoes. Today’s youth is too much interested in these shoes.These shoes are produce to fulfill the demand of youth. Raheeb Anjum (11022720-080) Page 12 FMAS 2. 4. 8 Fashion Wears VIP Group of Industries It is the world of fashion. Everyone wants to look stylish and try to demonstrate himself from others. For this purpose fashion wears are produced and its demand is very high. 2. 5. PESTL Analysis 2. 5. 1 Political Environment: Government encourages a sound exporting industry because it would help to generate profit not only for the industry but also for the country. But unfortunately the inconsistency in govt. policies due to instable govt. is causing many problems in industries rules which can change after intervals. 2. 5. Economic Environment: Economically the VIP Group of Industries is contributing in the shape of providing employment to thousands of people in t he country and has become the source of earning for many families. Pakistan has gained too much aid due to different crises that is quite favorable if it is being used in creating for developmental projects but the profit rate is not according to needs. This industry can now better contribute in the profit generation for the country as well by exporting. 2. 5. 3 Social Environment: The social environment is always favorable as industry does not have any side effects on the society and most people have good faith in the industry and think that their valuables would be better saved.Raheeb Anjum (11022720-080) Page 13 FMAS 2. 5. 4 Technological Environment: VIP Group of Industries The technological environment is quite favorable for the industry as it provides new and efficient machinery that helps a lot in making the process fast and reduces the chance of error. The progress in the computer industry is favorable for the organization as nowadays most of the working is on computers whic h are getting promoted so it is very favorable. 2. 5. 5 Legal Environment: The legal environment is also favorable for the Organization. It is according to the principles of law and is quite favorable for the employees, customers and owners as well.This industry is registered as VIP Group of Industries. 2. 6. Contribution development of organization toward economic VIP Group of Industries is an organization which all policies, products and services are being operated on the basis of ISO 9001, ISO 9002, OHSAS 18000, SA 14000, SEDEX. This is very beneficial for the society and for the economic development. In all over the world exporting is a very sensitive business. It plays a very important role in the economy of the country and it plays a significant role in the world of globalization and economy. It facilitates and influences economic activities including resource mobilization, poverty reduction, and production of products.So by keeping these all factors in mind VIP Group of Indus tries is playing a very important role in the economy by providing the best commodities, products which are accepted by people and its customers are very satisfied that they are using or consuming best quality of the product. This organization is providing jobs to lot of people, it is best utilizing its resources in order to generate profits on fair basis and it has a clear and crystal audit system that assures its commitment to ISO 9001, ISO 9002, OHSAS 18000, SA 14000, SEDEX. This Raheeb Anjum (11022720-080) Page 14 FMAS Organization also provides training facility that is contributing a lot in rising up the standards of living for even middle class people. It also provides loan to its employees without any mark up or interest. It also works for the benefits of its employees by making pensions, medical facility etc.When the size of organization increases, employment increases and it has a positive effect on labor class, money goes to the homes of people and consumption increases. VIP Group of Industries Raheeb Anjum (11022720-080) Page 15 FMAS 3. Organizational Structure 3. 1 Organizational VIP Group of Industries Hierarchy Chart Chairman Directors Company Secretary Chief Staff Officer G. M Admin Manager Admin Corporate HR Manager (Finance/ Accounts) Marketing General Managers Assistant Managers Information Technology General Managers Managers Production & Procurement General Managers Managers General Managers Managers Manager HR Asst. Manager HR Performance Evaluator Salaries Maintainer Attendance Maintainer Chief Account Officers Area Sales Manager Sales PromotersChief Engineers Principle Engineers Senior Engineers Junior Engineers Senior Supervisors Supervisors Senior Account Officers Account Officers Finance/ Account Sections Corporate Staff Raheeb Anjum (11022720-080) Page 16 FMAS 3. 2. Number of Employees VIP Group of Industries VIP Group of Industries in Pakistan was having 3 factories but now it has established one more so the number of total factori es in Pakistan has increased from 3 to 4. It has a huge number of employees now. According to my information that I could get this organization have now almost 4,500 employees. This number was not that big before establishing new factory. 3. 3. Main Offices Head Office, Rahim Pur Khichian, Saydpur Road Sialkot. Pakistan ? Zonal Office, Plot No. 384, Sector 7/A, Industrial Area, Karachi, Pakistan ? Capital Road, Ghorey wali Khangah, Sialkot, Pakistan ? New York Office, 82-96 Country Pointe Circle, NY-11427, USA Beside of these above it also have some sub units in Sialkot and premises of Sialkot. 3. 4. Introduction of all departments VIP Group of Industries have 8 main departments which include Admin, HR department, Marketing department, Account & Finance department, Information Technology department, Production department, Export & Import department, Security department. Sample merchandising, leather rocurement, leather cutting, lining cutting, leather matching, screen printing, fusi ng, gloves unit, touching, alteration, spray, finishing, packing etc. are the sub departments of production department. Raheeb Anjum (11022720-080) Page 17 FMAS 3. 4. 1. Admin Department VIP Group of Industries Admin department deals with the top management decision making of the organization. They make organizational strategies and structure of organization and implement these strategies within the organization. 3. 4. 2. Human Resource Department Human Resource Department relates with the recruiting, selecting of employees and give them training for enhancing their performances.It also conducts Internal Audit to evaluating the organization’s activities with the help of International Standards. Human Resource department also maintain the attendance & salaries of the employees and also evaluating their performances. 3. 4. 2. 1. Maintenance of personnel files As we have mentioned above that every section is related to the concerned department. So whenever any new employees recr uit VIP group of industries, the concerned section maintained this personnel record from the first day. All employees have their own personal file in personnel department. 3. 4. 2. 2. Correspondence The personnel department also maintained the record of each employee for promotion, the minimum time for promotion is five years.So at the end of every year they check the record of each employee, his ACR (Annual Confidential Report), experience qualification etc. Similarly if any employee want to leave more than 48 days which are Official than concerned department will approval them and send to the personnel section. In short any type of personal problem or work will maintain in his personal files with personnel department. It’s called correspondence. Raheeb Anjum (11022720-080) Page 18 FMAS 3. 4. 3. Accounts & Finance Department VIP Group of Industries This department deals with different financial issues of the organization. It is one of the important department that keeps the financial record of the organization and provides information regarding the current position of the organization.It provides information related to daily transactions, tells about the financial inflows and that how much have financial outflows in the organization and vice versa. 3. 4. 4. Marketing Department Marketing department deals with the expansion of market and also with the products. This department is cause to increase the sales level of the organization. Marketing department deals with the capture of the market by using the marketing strategies and techniques. 3. 4. 5. Export & Import Department Export and Import department is important department of the organization. it deals with the products which cab be exported or imported. It also helps to reducing cost of the product and increasing the quality as well.This department plays an important role to increasing the sales as well. 3. 4. 6. Information Computer Technology Information technology department plays significant ro le in organization. All the software which are used to making transactions, data entry etc. are invented by the software engineers. All of the difficulties which occur day by day with the changing of technology can be tackle by the Information technology department. 3. 4. 7. Procurement Department Procurement department is the substitute name of purchase department. It deals with the purchases of the organization. Store rooms give requisition to Raheeb Anjum (11022720-080) Page 19 FMAS rocurement department and then this department make purchases according to need of the organization. 3. 4. 8. Leather Procurement Department Leather procurement department deals with the purchases of leather which are required to use. This department is much effective and efficient regard to the purchasing of leather at lower prices but having good quality. 3. 4. 9. Sample Merchandising Department Sample merchandising department refer to the sample product which is used to attract the customer or to a ttain the shipment order. It is not considered as finished product, it sends to next department to make it finished product after completion. 3. 4. 10. Sample Production RoomVIP Group of Industries Sample production room is the next department of the sample merchandising department because this room makes the product as finished product. Without this department the samples could not be completed. 3. 4. 11. Production Planning & Control (PPC) Production planning & control department deals with the production planning that which products should be produced. These planning of production derived from the marketing department. 3. 4. 12. Production Merchandising Department Production merchandising department deals with the semi-finished products. It might be said that it deals with the raw material which is used for production.It may be called as store rooms. Raheeb Anjum (11022720-080) Page 20 FMAS 3. 4. 13. Production Department VIP Group of Industries Production department relates with the production on the product to make it finished product. This is next department of the Production merchandising department. 3. 4. 14. Pattern Department Pattern department deals with the patterns of the products. Patterns are the board/card cutting for the product which is used to cutting of the product to reducing the wastages and making best measurement of product. 3. 4. 15. Leather Cutting Department Leather cutting department relates with the cutting of the leather to making leather products.It takes patterns of the leather product and then used them for the cutting of the leather. 3. 4. 16. Lining Cutting Lining is used inner side or the leather product such as Leather Jackets, Gloves etc. It uses the fabric of sensitive nature for this purpose. It requires special care for the cutting of lining. 3. 4. 17. Screen Printing Department Screen printing department refers to the making designs on the product such as logo, picture, signs, slogans etc. for this purpose some screen patterns required and these patterns are made by this department itself. Raheeb Anjum (11022720-080) Page 21 FMAS 3. 4. 18. Fusing Department VIP Group of IndustriesFusing Department refers to the sticking the buckram in the products to keep it strong. These buckrams increase the reliability of the product. 3. 4. 19. Gloves Unit Gloves unit is another department relates with the production. In this department all kind of gloves can manufacture. It manufactures leather gloves, Rexene Gloves, Wool Gloves etc. 3. 4. 20. Spray Department Spray department is used to giving the different colors to the products to making it attractive with the colors which are good. Mostly spray department is used for to coloring of raw material. 3. 4. 21. Touching Department Touching department deals with the correction of defects.When leather jackets, gloves etc are defected by minor holes then touching department fill them with the glue and then spray on it by relevant color. 3. 4. 22. Over lock Departm ent Over lock department is used to making stitching of the products possible and effective. With the usage of over lock the stitches can be open or ruined after the using of product. Raheeb Anjum (11022720-080) Page 22 FMAS 3. 4. 23. Finishing Department VIP Group of Industries Finishing department makes the production at its possible level to reach at using stage. Without finishing department the product cannot be completed. This department makes the product possible using for end user. 3. 4. 24. Quality Control Department (QC)When the products get completed then these are checked by Quality Control Department. This department makes sure that the products which are produced are of good quality or not. 3. 4. 25. Packing Department When the production gets completed and processed by QC department then it forward for packing. Packing department is used to make sure that the product is fully completed and in form of to sell or proceed. 3. 4. 26. Transport Department Transport departme nt deals with the daily transport vehicles. They keep the records of transports, how much they require, how much are in use, which driver uses which vehicle etc. 3. 4. 27. Security DepartmentVIP Group of industries has its own security department and all the security guard which they have are their own employees. Duo to having the assets of billions it has danger of any disaster so for this sake it has its own Security System and CCTV cameras. Raheeb Anjum (11022720-080) Page 23 FMAS 3. 5. Comments on Organizational Structure VIP Group of Industries An organizational structure includes the activities such as the allocation of the task, coordination and supervision that are directed towards achieving the aims and goals of the organization. Basically it includes the objectives on which the organization works and the methods or strategies to achieve these objectives and also the style of working.It is considered beneficial for both the employees and the customers as well. In this persp ective VIP Group on industries is having clear and defined objectives and it has recruited its staff on the basis of merit and capabilities. It has allocated different responsibilities on the basis of talent, experience and interests of employees. It also provides career opportunities to its employees and besides this it gives them employee benefits in the shape of medical allowances, bonuses, petrol expenses for higher staff and such other facilities to its employees. So the employees are much satisfied and turnover rate of employees is very low in this organization.As far as the satisfaction of the customers is concerned so this organization has provided full rights to its customers to complain in any matter they are having problems. The employees are trained in a manner that is quite satisfactory for the customers and the number of customers in increasing day by day. The internal structure of the organization is on the basis of ISO 9001, ISO 9002, OHSAS 18000, SA 14000 & SEDEX po licies and conditions. This 0rganization is adopting new technology according to current needs in order to efficiently and effectively competes with today’s international market. There is proper check and balance on the operations and activities of the Organization to assure quality.The organizational structure is very favorable for the stakeholders, employees, customers and society as a whole. Raheeb Anjum (11022720-080) Page 24 FMAS Part-II 4. Internee Work 4. 1. Brief introduction of office VIP Group of Industries I have done my six weeks internship in VIP Group of industries near Allied Public School, Saydpur Road, Sialkot. VIP Group on industries is having two factories in Sialkot. It’s having very neat and clean building with the beautiful interior decoration. Mr. Abdul Sattar is the Human Resource Manager recently and he is very intelligent and talented person with high qualification and he has the ability to work under pressure.Beside of this all the staff is v ery corporative and professional. They all are performing duties very efficiently and they achieve their given tasks effectively. As it’s a very huge organization so its number of employees is also large, It has 1700 employees including manager and has twelve office boys and almost thirty guards. I was given a chance to work mostly with Mr. Abdul Sattar who is Human Resource manager. I had also worked with Mr. Muhammad Umar who is the Assistant Manager Human Resource here. Mostly I was worked with these two people but I had also worked with Mr. Muhammad Wahab. All the staff was very inspiring, supportive and gentle to me.They all made me to learn a lot and helped me in utilizing my time effectively and efficiently. I was joined VIP Group of industries on 27 th of July, 2012 and worked there till 12th of September, 2012. It was a great experience of my life and I had learned a lot there under kind supervision of its managers and staff. Raheeb Anjum (11022720-080) Page 25 FMAS 4. 2. Detail of Supervisors VIP Group of Industries ? On 1st week of my internship I was worked under kind supervision of Mr. Abdul Sattar who is Human Resource manager. He made me learn the basics of Human Resource Department and I worked with him two weeks. ? Mr. Muhammad Omar is the Assistant Human Resource Manager. In my 2nd, 3rd and 4th week of internship I worked with Mr.Muhammad Omar and learned things related to Human Resource activities. He has been too much supportive and he told me everything Cleary. ? Mr. Muhammad Shahid is production Manager. In my 3rd and 4th week of internship Mr. Muhammad Shahid guides me to conducting JD and JS. ? Mr. Rizwan Mir is the Marketing Manager. In my 3rd and 4th week of internship Mr. Rizwan Mir guides me to conducting JD and JS. ? Mr. Muhammad Wahab is salaries & Attendance maintainer in VIP Group of Industries. In my 5th and 6th week I worked with him and learned the basics of the salaries and attendance maintaining which are used for th e appraisal. ? Mr. Muhammad Amir Dar is Director. I got information about the history of organization.I also got organizational information from establishment to current situation. ? Mr. Muhammad Imran Dar is Director. I got information about the history of organization. I also got organizational information from establishment to current situation. ? Mr. Muhammad Haseeb is Export Manager. I got information about the exports of the organization and got some information about imports too. Raheeb Anjum (11022720-080) Page 26 FMAS 4. 3. Weekly Timetable Date Week 1st: 27th July to 3rd August VIP Group of Industries Activities Name of Department and Supervisor Human Department (Mr. Abdul Sattar) Resource I learned the introduction of this department and I got an idea of Human Resource department hat what actually it is, including the conduction of interview, Job Job Description, Specification, Overviewing the Internal Audit. Then I was told about the documentation required for each of th e case. I was told for the terms and conditions for applying these all things. Week 2 nd Human Department Resource In this week I have learnt that how to implement all the factors which I had learnt in previous week. 4th August to 10th August (Mr. Muhammad Umar) Week 3rd & 4th 11th August to Human 26th Department Resource Mr. Muhammad Umar sends me to storeroom, procurement department, August (Mr. Muhammad Umar) Raheeb Anjum (11022720-080) Page 27 FMASVIP Group of Industries production department, Marketing department to making Job Descriptions (JD) of their employees and also for making Job Specification (JS) by asking their employees which helps to evaluate their performances. Week 3rd & 4th 11 th Production Department to 26 th In these weeks Mr. August (Mr. Muhammad Shahid) Muhammad Shahid tells me that what are the job responsibilities of the August each employee in this department and also tells about his own responsibilities which are assigned perform Marketing Department (Mr. Rizwan Mir) aware to then me him he to also the about minimum qualifications, experiences etc. of the employees. Mr.Rizwan Mir also tell me about the job responsibilities and the minimum qualifications and experiences of the employees. Raheeb Anjum (11022720-080) Page 28 FMAS Week 5th & 6th 27th August to Human 13th Department Resource In these weeks I have learnt that how to record and how to maintain the records of the Human Resource activities. Mr. Muhammad Wahab also maintains attendance of employees of the VIP Group of Industries September (Mr. Muhammad Wahab) organization which helps to evaluate that which employees are regular and punctuate with their jobs. Raheeb Anjum (11022720-080) Page 29 FMAS 4. 4. Detail Description on Departments 4. 4. 1. Admin Department VIP Group of IndustriesAdmin department deals with the top management decision making of the organization. They make organizational strategies and structure of organization and implement these strategies within the o rganization. Record of company’s assets General Manager Admin and Manager Admin are engaged to make records of the company’s whole assets which are used in current situation and which are not used. They also make records that how many assets purchased and how many sells, and also make record that from where the assets are purchased and to whom the old assets sold. Insurance of assets All the assets of the organization including the window glass, door, chairs etc they are all insured.This insurance is made by the Managers Admin and making sure that in future if any disaster occurs then the organization recover its loss. Organizational strategies Without the help of organizational strategies neither a single organization runs efficiently for a longer period of time. Admin department is also engaged in to making organizational strategies to achieve the long term goals. These organizational strategies also help to other departments to make their own strategies. These all s trategies are dependent on each other but mainly on organizational strategies. Raheeb Anjum (11022720-080) Page 30 FMAS Controlling overall organizational activities VIP Group of IndustriesEvery department is liable to perform or control its own departmental activities. But the Admin department is the only department who oversees the activities of the whole organization including all the departments. Admin department is the top management who leads and controls the whole organization. The other duties of the Admin department are also as under: ? Acceptance of requisites by other departments to fulfill their demands. ? Leading to all departments. ? Following the instructions of the Chairman and Directors. 4. 4. 2. Human Resource Department Human Resource department relates to the recruiting, selecting of employees and give them training for enhancing their performances.It also conducts Internal Audit to evaluating the organization’s activities with the help of International St andards. Human Resource department also maintain the attendance & salaries of the employees and also evaluating their performances. Maintenance of personnel files As it is mentioned before that every section is related to the concerned department so whenever any new employee recruits in VIP group of industries, the concerned section maintained this personnel record from the day of joining. All the employees of organization have their own personal file in personnel department of this organization. Raheeb Anjum (11022720-080) Page 31 FMAS Correspondence VIP Group of IndustriesThe personnel department also preserved the record of each employee for promotion; the minimum time for promotion is three years. Hence at the end of every year they check the record of each employee, his Annual Confidential Report, experience, qualification etc. If any employee want to leave more than 35 days which are Official than concerned department will approve them and send to the personnel section. In sho rt any type of personal problem or work will maintain in his personal files with personnel department is called correspondence. Interviews Personnel department also conducting interviews of the new effective and efficient applicants which are applying for the jobs or which are asking by the relevant department for recruit.Interviews which are conducting most of the cases used structured interviews in which questions are already written on a piece of paper but in some cases unstructured interviews are also conducting. Attendance & Salary Maintenance This department also maintains the attendance of all core employees of the organization. Every employee has his own card which is swapped by them in the machine which is fixed at the entrance of the organization. This machine automatically makes attendance of the relevant employee but on officer of this department make sure that the employee is present and his card swapped by himself. With the help of attendance maintainer officer the sal aries of the employees are also make possible. Internal Audit Raheeb Anjum (11022720-080) Page 32 FMASExternal audit is conducting by Audit Associations which are minimum qualified to CA or ACCA. But beside of these the internal audit is conducted by Human Resource Manager. It helps to attract the investors, creditors, customers, public and all other stakeholders toward the organization. Audit report helps to clarify that the balance sheets and the other factors are appropriate, coorect and well maintained. Recruitment & Selection Recruitment & Selection is the main feature and duty of Human Resource department. Human resource department is engaged in HR planning by which it is determined that how many employees are exists and how much needs more for current and future.When there is shortage of employees then Human resource department make process of recruitment to generate pool of applicants and then select competent employees from that pool. Recruitment types 1. 2. 3. 4. 5. Regula r Contract Basis Trainees – Special Trainees Hiring through Contractor Classified appointment VIP Group of Industries Training & Internship It is not necessarily that an applicant who did well in the recruitment exercise is also best in performing an organization’s functions. New employees need orientation and socialization into the Company’s environment and can also improve some ineffectiveness that new employees might have in relation to their skills. This is the determination of placing them on internships or trainings.Training is also important for labor and members of staff who have been working in the organization for a long time. This is especially in the Raheeb Anjum (11022720-080) Page 33 FMAS increasing of technological advancements, legal changes and fluctuations in service delivery. It is necessary for the company to keep up with industry’s trends otherwise it faces the risk of becoming outdated; especially in the situation of increasing compe tition among the industries. Evaluation VIP group of industries performance of the employees is evaluated on the basis of what the company expected from them. The high level management evaluates performances. Top level management sees how the employee is performing his assigned positions.It is done through observing and comparing the outcomes of the organization with the expected outcomes. The results of evaluation are used in driven of employee inside the organization or outside the organization which refers to promotion and fired of employee. Career planning Career planning is basically career path and career development. Career planning section is under the control of HR manager. It informs the employees of VIP group on industries about their future planning that what they perform their duty and also they prescribed to the employees their operational set up. It informs employees that what they will do after 5 years and 10 years.Performance appraisal Annually performance reviews a re quite critical. Organizations are very busy to find good reasons why they cannot give an hour long meeting once a year to ensure the common needs of the employee and organization are being met or not. Performance review help overseers to feel more honest in their relationship with the subordinates and feel better about themselves in their supervisor roles. Subordinates should assure clear understanding of expectations from them, their VIP Group of Industries Raheeb Anjum (11022720-080) Page 34 FMAS own personal strong point and areas for development and a rational sense of their relationship with overseers.Avoiding performance issues eventually reduces morale, reduce credibility of management, decreases the organizations overall effectiveness & efficiency and wastes more of management’s time to do what isn’t being done properly. The system of employee score performance also having a useful influence on effective performance appraisals in organization. The reliabilit y and accuracy of any scoring system rises with full detail and best skills with examples for each score band. This provides everyone the same scientific points and reduces subjectivity. Performance appraisal process The process of performance appraisal usually consists of four related steps which are as follows: ? Establish a common understanding between the evaluator and employee regarding work expectations, mainly the work to be completed and how the work is to be evaluated. Current evaluation of performance and the progress over work expectation provisions should be made for the regular feedback to clarify and change the goals and expectations, to rectifying unacceptable performance before it becomes too late, and to reward for excellent performance with proper praise and recognition in organization. ? Formal records of performance through the accomplishment of a performance and development appraisal form useful to the job. ? The formal performance and development appraisal deba te, based on the accomplished appraisal form and finishing in the building of a development plan. VIP Group of Industries Raheeb Anjum (11022720-080) Page 35 FMAS Handling of Personnel Matters VIP Group of IndustriesHR department also deals with the complaints of the combats arising from the working conditions or from the decision made by the lower level managers and supervisors. Normally grievances arise when a worker feels that he has been neglected for promotion, is not getting a fair share of overtime or is being asked to work too much overtime. Such problems are first of presented to direct supervisor of the employee, if he is unable to resolve, then the problem goes to manager of that department and if even then the issue is not settled, then it is presented to human resource manager, who discuss the problem with director and tries to reach to solution of problem.Improvement of organizational culture The HR department can try to improve organizational culture by discover out w hat makes ups or what the company’s culture is seem. Human Resource should also be very concentrated on the organizational requirements. Here HR should recognize that personal fulfillment works better and hence should try to ensure that the change is relevant to every staff member. HR also explains to staff members and the stakeholders of the organization the advantages of converting the culture. With the help of this everyone should be clear so that all can see the advantages of this not only to organizational level but also to individual level then HR should try to remove all embarrassments in staff member’s minds.Employee Old Age Benefit Investment (EOBI) Human resource department is also maintains the records of the employee old age benefits which helps them to get the benefits after the retirement of them. In simple words it might said that it maintains the pension of the employees which are provided them or their families. Raheeb Anjum (11022720-080) Page 36 FMAS Social Security VIP Group of Industries Social security used to provide medical facilities to the employees and their families as well. Labor force sometime cannot afford the medical expenses of their families then this social security helps them to cure themselves and their families from the diseases.Accommodation Accommodation is also provided to employees of the organization but not to every employee. This accommodation is mostly provides to managers. To whom the accommodation is provided to motivate him toward his job is the duty of the human resource department. 4. 4. 3. Account & Finance Department Details of Accounts: This department deals with multiple financial issues of the organization. It is one of the important departments that keeps the financial record of the organization and provides information regarding the current position of the company. It provides information related to daily transactions, tells about cash inflows and outflows that how much have come in the or ganization and how much goes and vice versa.The accountant is responsible for the following duties on daily basis: ? First of all Voucher Checking with the validation listing printout is being done. That printout is being kept in the file and record is saved in files. In case of any confusion concerning the transactions that print helps a lot and provides valid information to evaluate. These Vouchers are also checked by the Finance Manager for the supervision purpose. Raheeb Anjum (11022720-080) Page 37 FMAS ? Ensuring the reliability of input data is also necessary and then it is approved by authority limits this is verifies by checking the system generated validation against vouchers, to check that all the transactions are input in the correct codes. After completion of input vouchers and by putting them in its register, the accountant is supposed to make it checked by the Finance Manager and get those vouchers signed by manager for the purpose of confirmation as if there is any m istake that could be sort out. Then by the final checking the register of vouchers is kept in evidence cabinet for safe custody. ? It is also the responsibility of the accountant to ensure that total count of voucher is matched with the posted voucher authentication listing. ? All the information is also saved on hard disk as well as on CD for monthly back up. And on CD and hard disk there is written monthly transactions. ? One of the most important tasks is to settlement of cash balances and non-cash balances as per proof with the balances as per trial balance.After intervals the organizational statement is matched with the bank statement and then it make sure that all the money which transferred to bank is correctly recorded. There are two main tables that are made on settlement form. In the first table, â€Å"we debit they don’t credit† is written and in this table we write the transactions with the date, receipt number, name and amount of those transactions that ar e being debited from our side but bank has not credited. In 2nd table â€Å"we credit they don’t debited† transactions are being written in form. Here those transactions are being written that are credited by our side but bank has not debited it.In these tables accountants match the transactions by the help of our and bank’s statements and clear the transactions that have been done by both sides and VIP Group of Industries Raheeb Anjum (11022720-080) Page 38 FMAS entre those transactions that are to be done by any of the one. If the transactions are not noticed for more than 2 or 3 days then they personally contact each other and ask them to make the transaction rectifying and clear. Financial forecasting Finance managers are responsible to forecast that how much finance is required in future prospect. They also guide the procurement department that from where they make purchases to reducing cost and increasing good quality.Finance managers also work to minimizi ng the cost and on the contrary maximizing the profit of the organization. VIP Group of Industries 4. 4. 4. Marketing Department Marketing department is engaged in to increase the sales of the organizational product all over the world. VIP group of companies have 4 marketing managers according to the different products. They classified according to the regions and the products in which they are specialized. Marketing Mix By marketing mix of an organization it means, what company offers to the customers and potential customers i. e. company's products, what price it charges for the product. How the product reaches to customers and how company promotes its product.One can simply understand that all this depends upon the product, company is offering and nature of the organization itself. Making Marketing strategies Marketing managers are engaged to make marketing strategies. These strategies helps to the marketing department that which products should Raheeb Anjum (11022720-080) Page 3 9 FMAS produce, how to produce, how to compete with rivals, for how much longer period of time these should be applicable, how to sell etc. Product Efficiency Marketing department is busy to increase the efficiency of the product which should be highly demanded by the customers to fulfill their desires. Due to the high competition it’s hard to differentiate the product with competitors, but the marketing managers of VIP group of industries are ery skilled and efficient that they differentiate their product effectively. Product Extension Marketing department is also engaged in to make product extension. Because of the dynamic environment the demands of the customers change day by day hence it is necessary to make extension in the product which is used to fulfilling the demands of the customers. Marketing Forecasting It is also the duty of the marketing managers to forecast the future demands of the existing and potential customers and also the products which are useful to cust omer and organization too. Forecasting helps to increasing the business, profit and also capturing the marketing in their favor.Market Extension Marketing managers are also evaluating that in which markets should be entered with the existing market too. With the extension of the market it is easy to enhance the market capabilities and also to expand the business with a potential profit. Marketing managers segment the market and then target it with the few products to evaluate that these products should be acceptable. VIP Group of Industries Raheeb Anjum (11022720-080) Page 40 FMAS Evaluating Need, Want and Demand of customers VIP Group of Industries Marketing managers are also evaluating the needs, wants and demands of the customers. These assessments or evaluation help the managers to determine which products should be produce to fulfill the demands of customers.With the fulfillment of customers demand it gives the chances to capture the marketing and compete with the competitors. 4. 4. 5. Production Department Production department is associates with the production of product from raw material to finished good. Production department is the main department by which the other departments are having some importance. Cutting of Material Cutting department is separate department but it might be said that cutting department is sub-department of the production department. Cutting department get the pattern of the product from pattern department and then make cutting possible according to the pattern of the product. With the help of pattern the wastage of raw material decreases and efficiently cut the raw material.All the parts of the material should be numbered by numbering department. These numbers helps to determine that which piece is assemble with the other one. These numbers make the assembling effective and easy. Leather Cutting Leather cutting is little bit tough than the other cuttings hence the leather cutting is separately used. Leather cutting is the har d task to perform. With the minor inaccurate cut, the whole product is become waste. For the leather cutting it require the special care and for this purpose most efficient labor requires. Raheeb Anjum (11022720-080) Page 41 FMAS Lining VIP Group of Industries Lining is used inside the leather and Rexene products. Without lining the product is useless.It is the sensitive fabric which is used to making product effective, and useful. Beside of it, there is also use buckram in the products which increases the reliability of the products and makes them useful for the longer period of time. Supervisors oversee all these activities and guide the labor; on the other hand production manager supervises the supervisor and all the activities. Touching Touching department is also the sub-department of production department. Touching department is used to rectifying or concealing the defects which occurs with the product. Any minor defect or whole which can be covered is rectifying with the glue and then colored it with the relevant color.Stitching When all the pieces cut effectively and efficiently then they assembles, and this assembling is make possible with the help of stitching department which is another sub- department of production department. All the pieces are numbered which helps to stitching department that which piece assembled with which one. Over lock Over lock is another sub department of production department. When the product is well stitched then it transferred to over lock department which over locking the stitches of the product which increases the efficiency and reliability of the product. Raheeb Anjum (11022720-080) Page 42 FMAS Quality control VIP Group of IndustriesWhen the production is made then the product transferred to Quality check department who evaluate the product and check the quality of the product and reliability also. If any product or piece seems damaged then it returned to the relevant department to make it again. Only good quality p roducts are preferred. Packing When the product is completed and go through the all the department and also approved by the Quality control/Quality check department then it transferred to packing department. Packing department make sure that the packing is effective. This effective packing is also the source to attract the customers. 4. 4. 6. Information Technology DepartmentInformation technology department is used to making softwares of the organization and also engaged in the maintenance of these softwares. At the entrance of VIP group of industries is machine in which the employees swap their card and then enter in the organization. This software is also made by the IT engineers of this organization. They also make the data entry software of the organization of multiple types. Maintenance of Software Engineers of information technology are engaged in the maintenance of the softwares of the VIP group of industries which are made by them. Information technology is the complex issu e and it requires special care. Protect software from hacking Software engineers also work for the protection of the software of this organization.Every organization has its privacy but due to the highly usage of information technology and its increasing awareness the threats of hacking Raheeb Anjum (11022720-080) Page 43 FMAS increases hence engineers of information technology helps to protect it from hacking. Development of software Engineers of information technology are also make searches for development of new software which is useful for the organization. They also interlinked the whole organizational computers with one hub. This networking helps to recover data from the other computer in case of any loss of computer. Maintenance of computers Engineers of information technology also make possible the maintenance of the organizational computer and also protect them from the viruses.They not only maintain the computers but also the other accessories of the computers. VIP Group o f Industries 4. 5. Detailed description of the tasks assigned to me: I worked in VIP group of industries six weeks and during this time period I was given a chance to go through all the departments in the organization except security. My 1st two weeks were spent in Human Resource Department and as the details of Human Resource have been discussed earlier. I was given multiple tasks to perform during these two weeks. Initially I was given the complete introduction of this department. In the first week I was told to just get information of Human Resource department that what HR actually is and what are the task they perform.I was given by the previous internal audit reports, studied the labor laws, go through with the organizational restrictions and rules of behavior with employees who are given by international standards such as ISO 9001, ISO 9002, OHSAS 14000, SEDEX, SA 18000 etc. Human resource activities are Raheeb Anjum (11022720-080) Page 44 FMAS done for evaluation of employees and recruitment also. Details of them have been told earlier in weekly timetable. In this department the most crucial part is the documentation and I was given many sets of attendance forms, employment forms to fill correctly and carefully. I filled almost 20 to 30 sets of employment forms and almost 10 files of attendance. Employment documents include Appointment as contractual, core employee, part time employee etc. I filled all these documents myself by the guidance of Mr. Abdul Sattar and Mr. Muhammad Omar.These all documents are quite confidential and one has to be very cautious while filling those documents. Then the 2 nd thing was to complete the files of attendance and job analysis which include JD (Job Descriptions), Approval, Offer Letter, JS (Job Specifications), JE (Job Evaluation). I was asked to complete the file

Building Working Relationships With Customers Essay

Effective communication strategies can help towards building strong working relationships with clients and customers and are very important for the progress of any company. It is essential to create a good impression and therefore it is important that the employee’s self presentation meets the expectations of the customer and leaves them with an overall positive opinion. Employee’s appearance is essential for creating a good first impression to the customer. It is important to look professional and to dress appropriately according to your working environment. While some companies require smart dress code at all times, for others wearing a suit may be seen as too dressy and would suggest that the employee is not familiar enough with the type of business. Ideally employees have to carefully consider the type of clients their company is aiming for and do their best to associate themselves with them, always aiming for a neat and tidy appearance. Major factor for one’s self presentation is their attitude towards clients. It is vital to show interest in meeting the customer’s needs and making them feel valued. A successful employee always shows engagement to a query and ideally aims to be more-productive, customer-focused and profit-gathering. Their manners should display positivity and helpful attitude at all times. It is important to be attentive and respond appropriately to customers’ needs and focus on delivering business results. Satisfied customers are likely to give good feedback about your work and are more likely to remain loyal, making future purchases repeatedly. They are considered a real asset to the organisation and ideally would still choose to use the same company over going for a competitor’s services. Moreover their positive feedback can attract new potential clients, contribute towards achievement of wider business goals for the company and make it more successful at the marketpla ce. In order to be able to deal more efficiently with their clients’ needs, companies have various protocols designed to improve their employees’ customer service and productivity. The protocols consist of a set of guidelines covering the correct conduct towards customers, setting out the main duties which customer-facing employees have to be able to carry out. Thus the company ensures that its employees are delivering a consistently high level of  service to the customers. Protocols usually cover key areas of customer service describing how to appropriately respond to customers and how to refer to a relevant individual. This may include telephone etiquette – aiming to answer a phone call within three rings and greeting the customer with an exact phrase before taking their details. Responding to e-mails on the same day using the correct wording and sending out letters along with a complimentary slips from the company. It can also cover logging details and processes on to a specific database, creating customer files and recording different actions and outcomes of employee’s daily duties – for example completing flow chart templates showing the progress of a certain task or a project. Protocols are important not only for improving the standards of general customer service and minimising the possibility of errors, but also to protect employees from occasions where unfair claims and disciplinary proceedings which may occur. In my job role as an administrator at a traineeship provider company, I rarely have to contact any external customers and my clients are assessors working at different departments of the same organisation. I am responsible for processing their new learners registrations and have to follow a certain guidelines on a daily basis to ensure my work is done correctly. When receiving a new request I register our new learners for the relevant qualification with the correct awarding body and enter their details on to an online registrations system. The next step is liaising with a colleague from finance department and issuing a purchase order number. I have to make a copy of the new registration details and keep in the learners file. According to my company’s protocol I have to complete all new registrations within two days from the original submission date and get back to the assessors by e-mail once I have dealt with their request. Although there is no formal etiquette I have to follow when responding to them, it is important that I stick to the protocol and ensure all data is correctly processed and saved. Appropriate communication between customers and employees is essential for any company’s progress. Showing respect in every interaction is vital and there is certainly no place for negative or rude attitude towards the client. Good telephone manner and polite face-to-face communication is equally important in both formal and informal situations. If any differences in views or ideas occur employees should first try to understand them from the client’s perspective  and then respond by emphasizing what they can do to help resolving the matter. Unfortunately, customers are more likely to s peak up and make a complaint about a bad customer experience, rather than giving feedback about a positive one. On occasions when someone has raised a complaint to me within my company I listen to the client without passing any judgements or rushing to give an advice and follow through with stating what I can do to help resolve the problem. It is important that the customers see a quick and appropriate response to their issue, know that that I am looking forward to helping them and that my organisation cares about providing them with a solution. In situations where I think I cannot resolve a client’s problem I seek advice and help from a manager or a more experienced employee. I focus on issues and not personalities when I address and pass on the complaint and express appreciation when others give me assistance. In situations when a client has complained about an error made by an employee from my company, the situation is usually dealt with by a department manager or coordinator, who ensures that the customer receives the necessary compensation and that the same mistake would not be mad e again in future. Customer satisfaction is essential for the survival of any business, therefore it is important that the client’s needs should be met and if possible – exceeded. To do that, companies look for employees who can identify what the client is looking for and provide with good service. This can prove to be a challenging task as customer needs are a dynamic feature, based on a wide range of changing factors and it can be difficult to know exactly what someone is looking for. Common basic expectations are helpful high quality products or services and competitive pricing. Employees should be prepared to go above and beyond to satisfy the customer expectations, as this will increase the sales and create additional business opportunities. It is important that needs should be met because then there is a better possibility that the client will choose to do business with the organisation. However, if their expectations of customer service are exceeded they are likely to become loyal customers and use other services in future. Thus the company will stand out, differentiate from the rest of its competitors and has better chances of expanding. Positive worki ng relations with any customer will bring more investments and will make the organisation more popular on the market. It will also allow the employees to get to know  their customers better, find the right matches for their needs and find new ways to deal effectively with any problems or complaints. Important aspect in building good working relationships is agreeing on certain quality standards and timescales for their requests. By doing so, both parties are agreeing on setting a specific target and the company can make sure it stays focused on the right needs of the customer and knows exactly what has to be done so that the clients are satisfied with the end result. It encourages new improvements and ensures consistency in service. Reviewing customer service provision is the process through which the company receives and evaluates feedback for their services to their clients. There are various ways to do this and most popular ones are informal feedback and completing surveys, comments book and questionnaires. My company often uses online evaluation sheets and has also dedicated a section from its official webpage for comments and suggestions. Customers can choose to remain anonymous when sharing their customer service experience. Although feedback information important, yet sometimes difficult to obtain, companies need to ensure their customers are not pressurised to participate in the evaluation if they are not interested to do so. Building good working relationships with clients helps towards the continuous improvement of companies services, brings more profits and attracts new potential customers.