Hospitality Tips for Arab Guests

THE ARAB GUEST The Arab travel mentality can vary greatly as the Arabian region stretches over a vast area encompassing 22 countries from Mauritania in the west to Yemen in the east. As the majority of Arab guests are from the United Arab Emirates (UAE), consisting of Qatar, Bahrain, Oman and Kuwait, the advice given here pertains mainly to this important region. The above-named states have in common rapid economic growth due to the large oil and gas reserves.These states have been catapulted from a tribal life to relative wealth, although Dubai has always held a significant role as a trade centre in the Middle East. Tourism in the UAE is booming, and luxuries, the newest technologies and excellent service have become the norm. No wonder then that the most expensive and luxurious hotel in the world, the Burj al Arab, is in Dubai. Apart from expecting exclusively furnished hotels, Arab guests also expect respect and tolerance for their lifestyle. To the majority of Arabs, Islamic rule s are the foundation of daily life. Courteous and attentive service is a prerequisite. 1.Tolerance and Sensitivity Personal recommendations and networking between Arab families are of the utmost importance and recommendations by acquaintances are given more heed than extravagant advertising brochures. The chance of winning over the Arab market through a few families is therefore very high, but at the same time, a single ‘mishap’ by an employee can ruin the reputation of an entire hotel. Family consciousness is highly regarded in the Arab region. Unlike in the West, the family is the basic social unit, not the individual. In Arab society the weak are respected and protected, and the elderly are always afforded special respect.Arabs behave in a reserved manner towards Europeans and react very sensitively to a lack of respect and intolerance. To avoid such conflicts, sensitivity and empathy are of great importance. 2. Travel The majority of Arabs travel with their entire f amilies. Individual tourists and business travellers are still in the minority, although this is slowly changing. Only male travellers will travel alone. Arab travellers are normally well-to-do. They are used to being looked after and often buy themselves certain freedoms using their substantial economic means.Despite their buying power, however, prices are no longer simply paid; comparisons are made, especially when it comes to hotel accommodation. To do this they are using the internet more and more. The main reasons for travel are business trips, visits to conferences and exhibitions and medical visits. Medical trips are most often undertaken by guests from the UAE as their medical schemes pay for hospital stays, drinks (non-alcoholic) and laundry. Medical checks are often combined with family holidays. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. apetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected ] travel Another reason for travel is to escape the summer heat and for the sake of children, who are highly regarded, with many trips being undertaken purely for their sake and to visit theme parks and shop for toys. 3. Travel Structure and Duration The main travel season is between June and September. Family groups can number up to 60 people during this time. Depending on the rank of the Arab, nannies, secretaries and drivers are often part of the entourage, which makes it difficult to establish an average group size.Ten people per family are an approximate starting point. The duration of trips varies from case to case, but is generally several weeks. 4. Holiday Mentality It is not the norm in Arab states to have to ask for service, nor to thank for services received. Excellent service is expected and a given. Most Arab guests are highly educated and well travelled. They are therefore often seen as demanding. Flexibility and tolerance of their special requests is therefore a must. For example, Arab guests will expect the restaurant times to be adjusted to their daily routine or for room service and room cleaning services to be individually scheduled.Taking time to develop personal relationships between the hosts and the guests is much appreciated. Business and personal relationships are not strictly separated. The Arab guest prefers a designated contact partner that ensures his wishes and interests are looked after, and that keeps up intense communication. These contacts do not necessarily need to be able to speak Arabic. Often this is even seen as a benefit, as it protects their privacy if the contact cannot understand everything discussed. It is not unusual for the younger generation to be fluent in English.Guests from North Africa generally speak French as their second language. Arab women completely covered in black robes are still an oddity to most Europeans. However, the social standing of women ranges between ‘strictly Muslim’ and ‘ emancipated’. The rules laid out in the Koran guarantee her that she will be looked after her entire life. In return, she must acknowledge the man’s authority in society, the family and in marriage. The wearing of veils was long seen as a sign of high social prestige. Only women of high standing were allowed to wear them; slaves and dancers were forbidden to do this, under threat of punishment.Today the veil signifies a close affinity to Islam and is a sign of the honorable life of the wearer. Advances by men are not tolerated. Hoteliers must be prepared for the lobby area to occasionally look like a bazaar. In an effort to strengthen their relationships Arab guests will meet there, drink tea, smoke – and if permitted also their hubbly bubblies. 5. Information and Booking Behaviour Prior to travel the normal booking procedures (internet, advertising, travel agents and agents specialising in medical trips) are checked for prices, availability and decor, special s ervices etc.For guests travelling for medical reasons, local embassies and consulates often take care of these issues. Close contacts with these are therefore of benefit. Often guests book hotels only to then compare offers and prices with other hotels once in the country. Should the hotel booked not live up to their standards and expectations, they Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel will relocate.Reception staff can play a decisive role in this decision. Although low prices and rebates are important, negotiations seldom take place. Representatives of a group are often sent ahead. More often than not however these days, guests arrive without having booked at all. Because guests are not under any time constraints, the departure date is often left open. This fact should always be taken into account and dealt with flexibly. When booki ngs are made, babies up to three years old are not mentioned as they are not seen as children. This often leads to confusion on check-in.A point should therefore be made to specifically ask about babies accompanying the group. When a booking is made, the hierarchy (family, drivers, nannies etc), who will be footing the bill, as well as the individual family members’ names must be established. For long stays, the billing should be clarified at the start, especially when guests are travelling for medical reasons. The health department of the country of origin often covers the accommodation, F&B and laundry. Bookings are often made using the prefix ‘El’ or ‘Al’, a type of royal title, which however is left off on arrival or when telephoning.This often leads to irritations and misunderstandings, which is why this fact should be remembered from the outset. It is also recommended that families from various regions are separated from one another. A good opt ion is to inform guests of the Arabic origins of the other guests. Rooms should always be in quiet areas where no lingering smells are present. There are also often requests for rooms with connecting doors. Should this request not be made, family rooms should be situated close to one another on the same floor. 6. Travel Content The main interests are sight-seeing, casino visits and outings with/for children.Shopping is also very popular, which is why hotels should always have shopping tips at hand. Addresses for oversized clothing should also be included. Apart from shopping, excursions into nature, especially the mountains and such, are enjoyed. Sports events are also favourite pastimes; this includes soccer, which is becoming increasingly popular, horseracing, golf and motor racing. 7. Communication Because the majority of Arab guests are able to speak English well, communication problems are rare. Should the older members of a group not be fluent in English, the younger ones do t he translating.Children often speak English astonishingly well. When it comes to negotiations or relationship building, Arabs use very descriptive language combined with many gestures. Instead of coming to the point they use longwinded descriptions. So as not to come across as disrespectful or uninterested, it is advisable to take time and to adapt one’s way of expression as much as possible. It is most important not to decline a guest’s request too bluntly. This ensures that neither party loses face. The wording: ‘I will try my best’ or suggesting an alternative to the request are often very helpful.But under no circumstances should a promise be made that cannot be kept. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Honesty is a virtue: this saying is interpreted very differently in various countries. Because Arabs are so relationship orientated and take heed of harmonies and friendships, it is still considered being honest when unpleasant subjects are simply ignored and positives stressed.Arabs will always be able to ‘fish out’ the truth in a conversation. In contrast to Europeans, Arabs find it insulting to ignore people that walk into a conversation. Making them wait or even ignoring them must be avoided at all costs, even if one just politely acknowledges the guest and advises him that he will be attended to shortly. Interpersonal relationships have a much higher priority than does time-keeping. This is why Arab guests cannot understand it when no time is taken to have an in-depth discussion. Even unimportant subjects offer the opportunity to build trust and understanding.Therefore, when under time constraints, rather tactfully and reassuringly promise the guest a chat at a later stage. Arabs always expect first-class service/performance, and requests therefore often come acr oss as being demanding. Diplomacy and tolerance are therefore advisable. In addition, absolute punctuality and dependability are expected from the hotel. It is advisable to regularly question the guest on his/her satisfaction. Should there at any time be a problem, e. g. the behaviour of children, this must be addressed privately, with the group’s representative. Under no circumstances should the head of the party be confronted or called. . 1 Topics of Conversation A sure way to win the affection and loyalty of an Arab guest is the enquiry into the wellbeing of his family, especially that of the male members. Enquiries about the female members could be misconstrued and are to be avoided. It would be of great benefit to the hotel contact person to have background information on the family ties of guests. It is therefore vital to keep a guest file containing all the relevant up-to-date details. Topics to be avoided are religion and politics, although being knowledgeable about I slamic religion is a sign of respect. This should however not be shown off.The local customs and way of life are interesting topics and offer much to talk about. Most Arabs are pleased by declarations of friendship. In addition, substantiated acknowledgment of their technical advances, art and social security systems helps to reduce feelings of mistrust and is generally appreciated. They also value acknowledgements for the cultural achievements in their respective countries. Positive comments on the high standard of tourism in the Gulf States are also appreciated. Humour is a very difficult thing to transfer across cultural lines and should be used cautiously.Translations of amusing sayings often lose their amusement value and are not easily understood. Sarcasm and irony are to be avoided unless one knows the other person very well. 7. 2 Non-verbal Communication To begin with some Arab guests may come across as being reserved and sometimes even uninterested. Countering this with a s mile helps make the guest feel respected and welcome. Ignoring a guest is interpreted as an insult. As an Arab saying goes: â€Å"Kill me, but don’t give me a funny look! † Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Arab women will generally avoid any eye contact with male staff. Eye contact between women however is not an issue. A male staff member should therefore avoid eye contact with a female guest and should never try to force it. Should a woman ask a question, the male companion is addressed unless the woman actively seeks eye contact. Between men, however, direct and intense eye contact is highly regarded. Arabs generally have smaller personal comfort zones than Europeans. During conversations it is customary to feel the speaker’s breath.Europeans who keep their normal personal distance could therefore evoke the feeling that their presence is felt as repulsive. Pointing fingers at persons is also seen as very impolite. Should one be unsure about how to behave when dealing with Arab guests, the best advice is to rather be too reserved rather than forceful. 7. 3 Guest Complaints As with all guests, voicing of complaints depends very much on the personality of the person. Should complaints arise these are brought up by the family’s spokesperson (interpreter), rather than the head of the family or his wife.It is therefore important to establish a good relationship, based on trust, with the spokesperson. The spokesperson should also be given a few names of people in authority, who are able to make quick decisions that are followed through. This has the benefit that instead of discussing problems with other guests/families, the spokesperson can approach the hotel directly to sort matters out. This is also important as families stay for long periods and tend to develop contacts with other families. Through direct communication the escalation of a problem can therefore be avoided.Even though women are taking up more and more managerial roles, experience shows that Arab guests still prefer addressing complaints with male employees. Even if a guest becomes loud and angry, it is important to stay calm. A good tactic is to remove the guest from the public area and discuss the matter over a cup of tea. Complaints are always to be seen as a chance to improve service. 8. HOTEL 8. 1 Choice of Hotel Luxury is not the deciding factor when it comes to choosing a hotel. A certain standard is definitely expected, but the proximity to shopping centres or supermarkets and the hotel’s atmosphere are more important.Medical checks are often the reason for visits, so the proximity to clinics can be a deciding factor in such a case. Should the hotel not be ideally situated, a limousine service could be considered. Instead of city hotels, smaller, family hotels are becoming more an d more popular. As friendliness is a deciding factor, hotels with a family atmosphere are preferred. 8. 2 Greeting and Check-In The greeting is the first, all-important impression a guest gets. On arrival guests want to feel welcomed and respected. An Arab saying goes: â€Å"A look can kill quicker than a sword! To counter this, a smile or even an Arab greeting can make a big difference. Even though Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel direct communication might not be possible, the effort is seen as a friendly gesture, which in turn will leave a positive memory. Greetings are so important in Arab society that they have taken on an almost ritualistic character. Even when staff are under pressure, they should always stay calm and take their time with this greeting ceremony.Arab men should be respectfully approached, and then one shou ld await their response. Some greet by shaking hands, others do not. Most Arabs however find handshaking strange, and should it take place, only the right hand is to be offered, as the left is considered ‘unclean’. Arab men greet each other in a variety of ways, either with their noses, their shoulders or by hand. Well-known acquaintances of the same gender also exchange three kisses on the cheeks. It is customary to greet the highest-ranking person first. Ladies are usually not greeted by hand; a greeting is merely implied (hinted at).European women may offer their hand in greeting. When it comes to money, however, this should be dealt with by a male. Especially the older Arab generations find it difficult to deal with female staff. Reception should always have the times for sunrise and sunset handy, as these are important for prayer times. Times can be requested from the local mosques. Prayers are said five times a day, facing the direction of Mecca. It is therefore o f the utmost importance that the guest knows where Mecca lies. To assist with this, stickers can be put on the windowsills advising the direction of Mecca.Some hotels even offer compasses or instruct their staff accordingly. The addresses of embassies and Arabic-speaking doctors should also be at hand and are regularly asked for. These can be given with the welcome letter. Further information that is often requested is recommendations on Arabic, Persian or Lebanese restaurants, limousine rental companies or Arabic-speaking guides. For Arabs the weekend starts on Fridays, and Sundays are a normal working day. Although Arabs generally value a calm and relaxed atmosphere, the check-in should proceed speedily.This is especially important for the women and children who have been travelling for many hours. On arrival the guest will want to inspect and choose from several rooms to ensure that they meet his expectations and those of his family members. The category booked by the organiser s hould however not be changed. Special wishes are often only requested on check-in. Staff should therefore be flexible. Even after several visits to a hotel the special requests may vary from visit to visit, which is why requests from previous years should be clarified before implementation. Due to the long duration of stay, many hotels insist on weekly billing.Should this be the case, the guest must be advised of this on check-in. Financial matters must however be dealt with tactfully so as to avoid giving the impression of mistrust. When luggage is taken to the room the porter should always leave the door open and leave the room as quickly as possible. The ladies in the party will often wait outside the room until the porter has left. To wait for a tip is seen as rude. Arab guests tend to occupy rooms in big groups. To check the number of guests in a room it is helpful to consult with the housekeeper, as she is in charge of the daily cleaning of rooms.Guests also like to change roo ms amongst themselves and the spokesperson of the group should therefore be consulted to clarify the room occupancies. Nonetheless, Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel guests are usually quite cooperative should occupancy issues arise. Arabic guests often leave their room doors open or unlocked. It is therefore advised that guests should be informed in writing about the hotels liability policy in cases of theft from the rooms.The issuing of house rules in Arabic is seen as an insult, but should this be a standard, these rules should also be laid out in English and another common language if possible. A friendly welcome letter, which politely requests the adherence to certain rules, will usually be readily accepted. 8. 3 Hotel Interiors/Furnishings Children occupy a very important status in Arabic countries and if possible, designate d areas should be set aside for them. A playroom furnished with billiard tables, computer games etc. is a good idea.The venue should be in an area of the hotel where noise disturbance would be at a minimum and where children can play until late at night. Due to the fact that Arab children are only used to their local foods, it often happens that foods will be heated up in their hotel rooms. This can be prevented by including Arabic foods on the menu. Nannies travelling with children have a purely supervisory and chaperoning function, they are not entitled to reprimand or discipline. Should it be possible, the hotel could offer activity and entertainment programmes for the children to keep them in check.Reception should also advise the nannies of the quickest route to the nearest playground or park. Security is an important aspect for Arabic travellers as the man carries the responsibility for the entire family. The presence of security personnel and/or cameras in the passages is pos itively met. Airconditioning is an absolute must and is seen as a non-negotiable standard. Religion being an integral part of Arab life, guests pray five times a day. A designated prayer room would therefore be appreciated. This room can be very basic, e. g. an empty conference room or guest room in which prayer mats can be spread out.Prayer mats are usually brought along, but some hotels also offer these for loan. It is also seen as polite to remove any items connected to other religions. Arab women appreciate pool times designated for their exclusive use, with only female staff on duty, should this be required. The standard swimwear worn by ladies is leggings and t-shirts. European swimwear is seldom worn. 8. 4 Room Furnishings Although Arab guests are usually quite good at speaking English, signage in Arabic clarifies any uncertainties and helps to make the guest feel welcomed.The room service menu should definitely be translated and guest service directories in Arabic, as well a s a welcome letter in that language, will leave a lasting impression. Guest rooms should be as spacious as possible, as Arabs are used to having a lot of space. Big rooms, preferably suites, are expected. Should no connecting doors between rooms be available, rooms should at least be adjacent to one another. Big beds are also preferred (king and queen size), and baby cots are also often requested. Cooking facilities in rooms are also welcomed, as baby milk can be warmed and water boiled for tea.Many guests do not like ordering room service too often, and should cooking facilities not be available, at least a kettle could be offered as an alternative. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Arabic TV channels should be available; suggestions are Al-Jazeera and Nile, which are both available via satellite. Video recorders and DVD players are also an ideal service to make available. Arabic newspapers are a must, as the need for up-to-date information is high.A welcome letter in the room which not only greets the guest but also conveys detailed information on the hotel and its services is much appreciated. Small welcome gifts such as fruit, figs, nuts, biscuits, cakes and alcohol-free chocolates are popular. As the ‘Do not disturb’ sign is often left out during the day, good communication between room service and housekeeping is vital. Small gifts for children e. g. chocolate are very important. Arab guests greatly appreciate finding big bottles of still mineral water in their rooms on arrival. These are especially enjoyed by the children after a long trip.Only still water is drunk and internationally known brands are preferred to the local ones. It should be noted that Muslims are prohibited from drinking alcohol, but that not all Arabs are Muslims. In addition, this prohibition is treated in a more rela xed manner when in Europe. Alcohol need only be removed from rooms on request or after enquiry from the hotel or when children accompany adults. Minibars are usually cleared shortly after arrival anyway to accommodate water bottles. The stocking of the minibar can be discussed on arrival. As appliances are often brought along, adapters and cables should be available on request. . 5 Bathrooms Arab guests will request a large number of bath towels on a daily basis. This is due to the fact that the entire body must be cleansed prior to every prayer session. A towel is never used twice, which is why the usage is so high. In addition, it is regarded as unhygienic to only use toilet paper after visiting the toilet. Arabian custom dictates that one also uses water to clean oneself, which is done with the left hand. This is why their toilets are fitted with a water spray facility. Seeing that standard toilets are not fitted with this device, a towel is then used to clean the left hand.Natur ally the towel is immediately given in to be laundered. Some adults try to adjust to the ‘strange’ European habit, but this can not be expected from children. Due to the unpleasant smell of these towels Arabs are often labelled as being unhygienic, which couldn’t be further from the truth. Even though towels are immediately sent to be laundered, the provision of white towels is not necessarily doing them a favour. In addition, guests should also be able to make use of a laundry facility. As children often run around barefoot, towels are laid out in the bathrooms to avoid them becoming ill due to the unfamiliar temperatures. . 6 Daily Routine Because of the high daytime temperatures in the Arab region, Arabs tend to be more active during the evening hours. Their daily routine has adjusted accordingly. It is therefore suggested that cleaning routines for rooms are planned according to individual guests. It is also advisable to allocate more time for the cleaning of rooms than Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel usual.Complaints might be received because cleaning staff, for insurance reasons, are not permitted to move items lying around in order to clean the room. The reason for the ‘non-tidying’ should be explained in a friendly and tactful manner. To avoid unnecessary conflicts it is recommended that enough female cleaning staff are at hand to adhere to the strict gender segregation. It is however often difficult to get access to rooms due to the ‘Do not disturb’ sign being out. It is therefore advisable to inform the guests well in advance as to when cleaning is scheduled. 9.Eating Habits The provision of appropriate foods can be a potential area of conflict. Hotels often react negatively to the delivery of food from external sources, or the cooking of foods in the room. There are however several reasons for Arab guests not being able to go without their familiar foods: The length of their stays is often much greater than that of other guests, which is why familiar tastes are missed. In addition, children accompanying adults cannot be expected to adapt. Also, the quality of many exotic fruits is not comparable to that of their home country, which is why special products are often flown in.Not to be forgotten is the fact that the Muslim religion prescribes certain rules when it comes to food and drink, i. e. no pork or alcohol may be consumed, nor any other intoxicating substances. Meat must always be well done as the Koran prohibits the consumption of blood. Many Muslims also insist on meat having been slaughtered according to Islamic rites. Arabic eating habits also vary greatly from those of European cultures. Although European foods are readily tried, Arabic foods are definitely preferred. If possible, Arabic, Turkish or Libyan chefs shoul d therefore be brought in.Some hotels even allow the guests’ own chefs to use the hotel kitchen. The breakfast times stipulated in hotels often do not fit into the daily routine of Arabs, who usually take breakfast between 10h00 and noon. The foods on offer in hotels however are more than sufficient to cover the guests’ needs. Great value is placed on a variety of fruits and fruit juices. Beware: Children often go to breakfast unaccompanied by parents. It is therefore vital to make it clear which cold meats/foods contain pork, to avoid children eating these forbidden foods. Dinner is usually taken between 21h00 and 23h00 and is ordered from room service.Enough staff should therefore always be at hand. Choices should include Arabic dishes, menus should be translated and the various dishes should be numbered to avoid any miscommunication. Should the hotel wish to limit guests from going out for meals or ordering in, it would be advisable to adjust themselves to the Arabi c habits. Some hotels offer Arabic buffets in separate rooms or in a section of the restaurant. Others do not cater for the guests’ needs and have an agreement allowing the guests to order in, but charge a ‘corkage’ fee for this privilege.Should the guests make use of the restaurant, children should be especially well treated and served. Arabic guests go to eat not because the adults are hungry, but because the Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel children are hungry. Due to the fact that children are often ‘neglected’ in restaurants, parents prefer going to Arabic or Lebanese restaurants. 9. 1 Etiquette during meals Despite rumours, Arabic guests do not sit on the floor to eat.This is only done when the table is covered by brochures or is too small. There is little talking during meals, meaning that the noise disturbance is minimal. A small amount of the main meal is always left on the plate, after which dessert and coffee is quickly consumed. It is a sign of politeness to at least try every dish, even if one is not hungry. Eating only commences once the head of the table opens the meal with the words ‘Bismillah’ (in the name of Allah). Everyone helps themselves, and it is an unwritten law that one eats the most from the dish directly in front of one.The host will always ensure that these are the best dishes. After dinner, when coffee is served, only three small cups are consumed, as more would be considered impolite. One can however indicate beforehand when one has had enough, otherwise replenishment will be done without asking. The signal for this in the Middle East is to quickly wave the cup from left to right whilst holding it between your thumb and index finger. In Europe, Arab guests eat with knives and forks. If meals are eaten by hand, only the right hand i s used, as the left is considered as ‘unclean’.In the Middle East meals are served with nan or pita bread, which is broken into little pieces that are then formed into a shovel using three fingers, and the food picked is up with this. Dates are always a welcome offering, although the locally available ones are not of the same quality as the ones in the Middle East. This is why they are often flown in especially by guests. Favoured desserts are heavy and sweet, but usually quite costly as they contain ingredients such as hazelnuts, walnuts, almonds, pistachios and honey.Baklava, Swiss chocolate and glazed chestnuts are very well liked. It is considered very rude to remove plates that are not quite empty without asking. Arab guests do not necessarily know the rule of laying the knife and fork next to one another on the plate to signal that one has finished. Permission must therefore be asked for before clearing. 9. 2 Beverages In Arab countries beverages are ordered durin g or after meals, not before. They are also used to receiving their food soon after ordering.In the Arab region guests are greeted with a beverage upon arrival, without having ordered. This is an Arab ritual and serves to create a friendly atmosphere. Ordering drinks prior to receiving food is not customary and seen as a nuisance. Apart from mocha, there is no drink that is consumed in larger amounts than tea. Especially popular are black tea with a few sprigs of mint, but also cardamom, aniseed and jasmine are popular flavourants. Tea is an obligatory welcome drink for guests, and is drunk very sweet, and many hotels have started serving tea out of samovars in the lobby area.Some guests however may be irritated by the fact that the same person who serves them the tea also serves alcohol. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Coffee i s served in small mocha cups with a lot of sugar (hulwa), half a sugar cube (madbuta) or without sugar (murra). Because the method of preparation and taste of coffee prepared by hotels differs greatly, coffee is often brought along by guests.The water consumed is usually still water, and for cost reasons is often bought in large bottles at supermarkets. To counter this, water can be offered at special prices as part of room service. Because Muslims are prohibited from drinking alcohol, a large range of nonalcoholic drinks should be made available. Arab Christians however are permitted to consume alcohol. Apart from water, fruit juices and Coca-Cola are very popular, especially with children. 10. Summary of Important Tips Specifics ? ? ? ? ? ? ? ? ? ? ? ? ?Emphasise to staff the importance of offering suggestions Enquire about health and satisfaction on a regular basis Have information about mosques and prayer times at hand Inform other guests that Arab guests are sharing the same fl oor Explain to staff how to offer tactful service by making use of examples Print hotel rules in Arabic, English and German Welcome letters can contain tactful requests about adherence to certain house rules Inform guests about hotel liability policy in writing (when doors are left open) Specify a contact person who is responsible for the group during the stay Show flexibility when it comes to breakfast and restaurant opening times Respect special requests when cleaning rooms Have information on children’s activities and programmes at hand Show the nanny the way to the nearest park Verbal Communication ? ? ? ? ? ? ? Discuss the subject of communication between Arab guests and staff Never leave a guest waiting when they want to communicate Do not be irritated by the emotional expressions of guests Do not deny requests, rather offer alternatives and show that you are concerned and wanting to assist Communicate criticism tactfully Always plan enough time to ensure a trusting rel ationship is built up with guests Show personal interest Be careful when using humour; irony and sarcasm are no-no’s Non-verbal Communication ? ? ? ? Stern expressions are interpreted as arrogant – always smile No direct eye contact between female guests and male staff Eye contact is important between men Accept minimal personal space when communicating Complaint Behavior ? Be sensitive and tactful during emotionally charged complaints ? Should guests retire/leave quietly, assume that there is a problem ?Involve the middle man/interpreter when guest or hotel complaints come up Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel ? Be proactive to avoid a spate of complaints ? Serious issues must be handled by male staff Reservations ? ? ? ? Clarify hierarchical order in advance Clarify exact number of guests including babies and nannie s Internally, ensure that all names are spelt in one way Clarify on arrival who will be taking care of payments Greeting / Welcome ? Allocate sufficient time for the greeting/arrival ? Use Arab forms of greeting ? Discuss the importance of first impressions with staff.Despite reservations, guests will change hotels if they are not happy ? Male staff should not shake hands with female guests ? Handshakes that are too firm are to be avoided ? Never offer the left hand, as it is considered ‘unclean’ ? Ensure that the check-in runs smoothly and speedily ? Financial issues must be dealt with tactfully ? Plan in more time and staff to deal with special requests ? Have city information at hand in Arabic Hotel Interior ? ? ? ? ? Hotels with self-catering facilities are preferred Ensure that guests feel safe Offer play rooms/entertainment areas for children A/C is a must Be prepared that the lobby will at times resemble a bazaar Room Interiors ? ? ? ? ? ? ? ? ? Rooms should be b ig with interconnecting doors Check number of guests per room regularly Advise in a sensitive manner the rules for number of persons allowed per room Offer big beds Provide Arab TV channels Prepare friendly welcome letter Offer still mineral water in large bottles Discuss minibar contents in advance Indicate direction of Mecca (remove any other religious symbols/books) Be prepared for increased towel usage Services on Offer ? Discuss cleaning schedules with individual rooms ? Have enough cleaning staff at hand, preferably female ? Offer newspapers in home languages Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Food and Beverages ? ? ? ? ? ? ? ? ?Offer room service Translate menu into Arabic and number the dishes Be prepared for increase in room service between 21h00 and 23h00 Have an Arabic chef prepare Arabic meals Alternatively, allow the g uests’ personal chef to use kitchen Order in Arab catering Adjust restaurant opening times to suit guests Serve children first and quickly Pork and alcohol are prohibited for Muslims Breakfast ? Offer normal international breakfast buffet ? Offer wide selection of fruit and fruit juices ? Indicate which cold meats contain pork Etiquette during Meal Times ? Always ask whether plates may be removed before doing so ? Place big tables in guest rooms to avoid guests having to eat sitting on the floor ? Only eat with the right hand, as the left is considered ‘unclean’ Drinks ? ? ? Offer black tea with sprigs of fresh mint leaves Tea is generally drunk very sweet Offer a good selection of non-alcoholic beverages Be aware that coffee is often brought by the guests themselves Arabic Phrases Good day Good morning Good evening Good night Welcome Thank you Please See you again One moment please Excuse me please I wish you a pleasant stay Salam aleikhum (pronounced: sala male icum) Sabah elkheir (pronounced: sabba elsher) Masah elkheir (pronounced: masse elsher) Tisbah ala kheir (pronounced: tisba ala kair) Marhaba Shokran (pronounced: shukran) Afoin (pronounced: affoan) Maa salama Min fadlak Lau samahat Ekama saida Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. ravel/industry, call +27 (0)21 487 6800 or email [email  protected] travel Titles The confusing name sequences are constructed with between three and six elements: ? Social status ? First name and family ties ? Father and sometimes grandfathers’ names ? Social and geographic origin ? Sometimes honour titles and occupational titles The social rank is always mentioned at the beginning of the name; this is especially clear for heads of state, e. g. Emir (Arab. Amir), Sultan, Malik (king) or Rais (president). In the UAE the rulers do not call each other Emir, but rather Sheikh. This is followed by the first name, which is follow ed by the description of family ties/connections.For boys ‘Ibn’ (son of), for girls ‘Bint’ (daughter of), for fathers ‘Abu’ (Father of). An especially honorable title is ‘Umm’ (mother of), followed by the eldest son’s name. These are followed by the social or geographic origins. Muslims who have fulfilled their trips to the holy sites of Mecca and Medina carry the honorary title of Hajj, although this is seldom used in the Emirates or Gulf of Oman. The job title is often also part of the title, e. g. ‘Imam’ (priest), ‘Qadi’ (judge) or ‘Hakim’ (doctor). The surname always stands last. Provided as part of the benefits of membership of Cape Town Tourism. For more information visit www. capetown. travel/industry, call +27 (0)21 487 6800 or email [email  protected] travel

Research and Statistics

HYPOTHESIS A hypothesis is a formal tentative statement of the expected relationship between two or more variables under study. Definition: A hypothesis is an assumption statement about the relationship between two or more variables that suggest an answer to the research question. OR Good & Hatt define hypothesis as shrewd guess or inference that is formulated and provisionally adopted to explain observed facts or conditions and to guide in further investigation. Importance: ? Hypothesis enables the researcher to objectively investigate new areas of discovery. Hypothesis provides objectivity to the research activity. ? It also provides direction to conduct research such as defining the sources and relevance of data. ? Hypothesis provides clear and specific goals to the researchers. ? Hypothesis provide link between theories and actual practical research. ? It provides a bridge between theory and reality. ? A hypothesis suggests which type of research is likely to be most appropriate. ? As it is tentative statement of anticipated results. ? It stimulating the thinking process of researcher as the researcher forms the hypothesis by anticipating outcome. It also determines the most appropriate research designs and techniques of data analysis. ? Hypothesis provides understanding to the researchers about what to except from the results of the research study. ? It serves as a framework for drawing conclusions of a research study. ? Without hypothesis, research would be like aimless wandering. Characteristics of a good hypothesis: The main characteristics of a good hypothesis as follows: ? Conceptual clarity: Hypothesis should consist of clearly defined and understandable concepts. Hypothesis can be stated in declarative statement, in present tense. Empirical referents: A good hypothesis must have empirical basis from the area of enquiry. ? Objectivity: Hypothesis must be objective, which facilitate objectivity in data collection. ? Specificity: It should be specific, not general, and should explain the expected relation between variables. ? Relevant: The hypothesis should be relevant to the problem being studied as well as the objectives of the study. ? Testability: Hypothesis should be testable and should not be a moral judgement. ? Consistency: A hypothesis should be consistent with an existing body of theories, research findings, and other hypothesis. Simplicity: A hypothesis should be formulated in simple and understandable terms. ? Availability of techniques: The researcher must make sure that methods are available for testing their proposed hypothesis. ? Purposiveness: The researcher must formulate only purposeful hypothesis. ? Verifiability: A good hypothesis can be actually verified in practical terms. ? Profundity of effect: A good research should have profound effect upon a variety of research variables. ? Economical: The expenditure of money and the time can be controlled if the hypothesis underlying the research undertaken is good. Sources of hypothesisHypothesis in research study cannot developed merely with wild guesses or assumptions , but they are generated from variety if sources such as theoretical or conceptual Frameworks, previous research findings,real life experiences and academic literature. ? Theoretical or conceptual frameworks: the most important sources of hypothesis are theoretical or conceptual framework developed for the study. Through a deductive approach these hypothesis are drawn from theoretical and conceptual framework for testing them. ? Previous research: findings of the previous research studies may be used for framing the hypothesis for another study. real life experiences: real life experiences also contribute in the formulation of hypothesis for research studies. ? Academic literature : it is based on formal theories, empirical evidences, experiences, observation and conceptualization of academicians. TYPES OF HYPOTHESIS Simple an complex hypothesis: Simple: It is a statement which reflects the relationship between two variables Complex: It is a statement which reflects the relationship between more than two variables. Associative and causal hypothesis: Associative: It reflects the relationship between variables that occur or exists in natural settings without manipulation.Causal: it predicts the cause and effect relationship between two or more dependent and independent variables in experimental or interventional. Directional and non directional hypothesis: Directional hypothesis: It specifies not only the existence, but also the expected direction of the relationship between variables. Non directional hypothesis: It reflects the relationship between two or more variables, but it does not specify the anticipated direction and nature of relationship such as positive or negative.Null and research hypothesis: Null hypothesis (H0):It is also known as statistical hypothesis and is used for statistical testing and interpretations of statistical outcome. Research h ypothesis(H1): It states the existence of relationship between two or more variables. Conclusion: The formulation of hypothesis plays an important part in the growth of knowledge in every science. Hypothesis converts the question posed by the research problem into a declarative statement that predicts an expected outcome. Bibliography: [pic]

Rome’s Via Dei Fori Imperiali

Via dei Fori Imperiali Millions of tourists flock to the eternal city every year to look at the many beautiful and grandiose sites of Rome. What many might not realize is that in the 18th century Mussolini had a plan to restructure, and tear down many of important monuments that define Roman heritage, and he did just this. Benito Mussolini built the road known as Via dei Fori Imperiali in 1931-1933. Mussolini wanted a way to brand Rome with his distinct Fascist ideals.Via dei Fori Imperiali was first built with the idea that it would house many triumphal marches or parades. Mussolini also wanted to form a physical and symbolic link between Piazza Venezia, the headquarters of the fascist movement to the Roman Forum, the epitome of Roman power and strength, and all the way to the Colosseum. Many obstacles lay in Mussolini’s way, to start with many important and historic monuments but also little villages and houses that housed 746 of Rome’s poorest families.The dense amou nt of poor Romans living in the once- Alessandrino neighborhood, could not argue or protest against the tearing down of there homes precisely because they had no political power or even money to make any objection at the time. Apart from kicking thousands of people out of their homes, Mussolini also managed to destroy many millennia- old structures. To name a few Mussolini demolished the churches of San Lorenzo ai Monti and Santa Maria degli Angeli in Macello Martyrum. He also partially eradicated the forums of Caesar, Augustus, Trajan, Vespasian and Nerva.By building this road Mussolini completely changed the landscape of Rome, cutting completely the Forum area in two. Like many overbearing leaders Mussolini had the vision of creating a â€Å"new† Rome, one that had rid itself of the domineering aura of history. Mussolini wanted to make new open spaces that were not cluttered by history. He wanted to leave his own mark on the Country, and in his opinion the only way to do th is was to tear down thousands years of historic monuments and to displace thousands of people.Mussolini modeled himself on Julius Caesar, yet his role model was the first emperor Augustus. Mussolini admired the rulers of the ancient Roman Empire and strived to be like them yet with his arrogance he felt he needed to build bigger, better buildings than the Romans had built, he needed to make Rome the grandest it had ever been. ——————————————– [ 1 ]. http://www. heritage-key. com/rome/dei-fori-imperiali-mussolinis-fascist-route-through-rome

International business finance Case Study Example | Topics and Well Written Essays - 3000 words

International business finance - Case Study Example The report comprehensively analyses the strategies at hand for the XP PLC multinational company and consequently recommends the best strategy/option to be adopted on the basis of financial facts. The XP plc Company’s strengths include diversified business operations in a number of countries. The company has a holding company situated in France. However, it has a number of subsidiaries operating in foreign countries such as in Germany, Australia, Monaco, and Poland. Additionally, the firm has stable sales revenue of over 60 million Euros. This is a clear indication that the company made superior products that are tailored for its customers, hence gaining customer loyalty. The customer loyalty comes about due to the satisfaction of the customers’ preferences and choices. For a company to continue operating in a business environment, it must be in a position to yield profits to cater for company expenses, financing activities, investment purposes and maximizing the company’s value. Since the firm is trading at a net profit of 8%, it has a stable future operation in the economy. A business organisation that is incapable of financing its business activities u sing internal funds such as equity is compelled to borrow from external sources available. Among the external sources of funds is the debt that increases the firm’s financial leverage. Since the proportion of the debt is smaller as compared to the equity, the financial risk is reduced hence a strength to the company that could otherwise be a threat had the debt outweighed the equity capital. The multinational company suffers from a stiff competition in the service industry. This has caused the company to at least diversify its operation worldwide to increase its products and services delivery. The company uses bureaucratic kind of management making it difficulty in making decisions faster. XP plc being a multinational company, it has a chance for diversity. The firm has

Human Services and Those with Disabilities Research Paper

Human Services and Those with Disabilities - Research Paper Example In their research work, Ward and Stewart (2008) have relied on an extensive literature research examining the human rights frameworks like UDHR, Convention on the Rights of Persons with Disability, etc. The authors have developed a â€Å"model of human rights to persons with an intellectual disability† (Ward and Stewart, 2008, p. 297) to diminish the gap between needs and rights. They also apply this model to a 16-year-old woman named Suzy with medium intellectual disability. Her parents and caregivers wish that she undergoes hysterectomy. But Suzy lacks proper sex education. Applying their model, the researchers argue that the patients like her should be properly informed about the surgical procedures like hysterectomy before they are actually conducted on them.  In their research work, Ward and Stewart have relied on an extensive literature research examining the human rights frameworks like UDHR, Convention on the Rights of Persons with Disability, etc. The authors have d eveloped a â€Å"model of human rights to persons with an intellectual disability† to diminish the gap between needs and rights. They also apply this model to a 16-year-old woman named Suzy with medium intellectual disability. Her parents and caregivers wish that she undergoes hysterectomy. But Suzy lacks proper sex education. Applying their model, the researchers argue that the patients like her should be properly informed about the surgical procedures like hysterectomy before they are actually conducted on them.

Alternative media Case Study Example | Topics and Well Written Essays - 250 words - 1

Alternative media - Case Study Example It’s obvious this is a subtle dig at the propensity of tobacco to be a cancer causing agent. In other such co-optations Adbuster’s parodied Tiger Woods as a picture of the Nike logo in the background was featured and then a swoosh sign within Tiger Wood’s mouth was inserted. The implications for this are clear, as it demonstrates a political commentary on the means by which Nike has purchased Wood’s advertising power and voice. Another image has the slogan ‘Buy Nothing Day’ with a giant credit card running down the street displayed. In these regards, there are ultimately two means of constructing these forms of alternative commercialization. The first being the alteration of existing imagery in an effort to play on the power effects contained in these images. The second method is the direct construction of methods that call into question mainstream social ideals, for instance consumerism. References "Culture Jammers." Adbusters. N.p., 2011. We b. 7 Apr 2011. .

The HR and Business Management Book Essay Example | Topics and Well Written Essays - 500 words

The HR and Business Management Book - Essay Example The essay "The HR and Business Management Book" talks about a good HR manager who is the core business of every company that wants to start a business. The mode of hiring and employee management is the most critical affair that affects the success of any form of business. There are so many issues that arise in HR as well as the importance of HR creating a very big gap. For companies that find they are experiencing the gap and the dilemma of how to handle the two issues, they got a solution in the excellent HR and business management book authored by Lin Grensing-popular.The first part of the HR and business management book tackles the hiring process. The employees in the HR department can understand the typical issues to be considered when hiring. They also learn the process and steps of job creation as well as how to come up with adverts for jobs. They also learn and discover the secret of getting potential hires, prepare for and conduct interviews. The book also explores ways in wh ich one can check for references, selection criteria of the best and final candidates and how to make the job offers.The HR and business management book also explores and addresses the critical issues that affect employees. For instance, it addresses intellectual property rights of every hired individual. It also addresses company policies and issues that are related to pay and the working hours. The book addresses the issue of employee absenteeism, evaluation of performance, benefits of working in the company business.

Supreme Court Justice Thurgood Marshall Research Paper

Supreme Court Justice Thurgood Marshall - Research Paper Example Thurgood Marshall was a strong supporter of Martin Luther King and his efforts to liberate the black community from suppression. He has supported the anti-colonial struggles in Asia and Africa. In fact he has travelled the African countries in order to extend his support to the anti-colonial movements. At the same time he supported America’s involvement in the military conflicts with North Korea and Vietnam. Even though many of the Americans opposed the Vietnam War, Marshall was a strong supporter of Vietnam War as the Solicitor General and as a Supreme Court Justice. Many people believe that Marshall supported Vietnam War in order to avoid a possible clash between American judiciary and Executive or Legislative branches. Moreover, he was a strong opponent of communism which was another reason for the his support to Vietnam War. â€Å"Justice Marshall was an unyielding opponent of capital punishment, and voted to overturn every death sentence that came before the Court. He proved as strong a champion of freedom of expression as he had been for civil rights† (The Legacy of Thurgood Marshall, p11). Marshall’s effort to stop capital punishment has not been succeeded. Even then he has expressed his strong protest against capital punishment many times. In his opinion, human has no authority to take the life of a person even though it is necessary to punish the criminals. In his opinion, only the creator has the sole right over the life of his creations. At the same time he was a strong advocate of freedom of expression and civil rights. It was Marshall’s belief that government and society must permit each individual to achieve the limits of his or her intellectual and creative ability; to eliminate artificial barriers of bias, prejudice, arbitrary authority or paternalism and to the proposition that the ordinary person, whatever his or her color or sex, needs the protection of law (Shah) He has witnessed many incidents in American society itself with

The organisation and its environment. Costa coffee Essay

The organisation and its environment. Costa coffee - Essay Example Costa Coffee was founded in London in 1971 and initial operations was the supply of coffee beans to coffee shops and small scale vendors. After acquiring a formidable market, the venture was stretched to cover other operations. For many years in the coffee industry, the entrepreneurs behind Costa Coffee realized the demand of coffee beverage was more than the demand for coffee beans and berries. It is at this point that the idea of supplying drinks became more realistic. At the moment the enterprise focuses on the supply of hot drinks, particularly coffee, soft drinks and snacks. The growth of this enterprise has been significant as many branches have been launched across the globe. According to Worthington & Briton (2009) Costa Coffee has become more of a global entity that just a coffee enterprise that was launched in London. From the success story of Costa Coffee many similar companies have been resorting to the strategies applied by Costa coffee in order to achieve their goals. C osta Coffee has several aspects of both its internal and external environment. In its internal environment, operation and structural arrangement makes most of the issues faced in this particular environment. According to Turner (2003) it was hard for the enterprise to open up more than one branch. However, this move was significant as the management of Costa Coffee had the motive of reaching a wider target market. This was only possible through right and proper management that would ensure that all operations and structures are well formulated to suit the resources available for the enterprise. After the launch of another Coffee shop in London, it became easier to open up branches and manage them effectively. However, when it came to cross-border investment the scenario changed since the rules of trade became more complex. In the internal environment, the enterprise had to ensure that they had the right staff to operate in the company, proper management of funds and resources and a strong management team that would ensure continuity of the venture. In the external environment, the main issue was creating a greater competitive advantage over its competitors. This meant that the enterprise had to formulate the best strategy in order to be better than its competitors. Just like any other business venture, competitors create the greatest threat to any new enterprise entry in the corporate environment. For Costa Coffee there was an added advantage as they had started as another venture which had already established a market base. Another significant external market factor was the adherence to the rules of trade in the market. This matter became more complex when the venture had to expand its operations in other countries. The international market has new operational rules and regulations that enterprises need to adhere to. According to Turner (2003) adhering to trade rules and regulations is one external environment factor that any business enterprise is required t o effectively consider. For Costa Coffee regulation inclusions of the hotel and catering industry was mandatory. Communication in any organization is an important factor that should be considered effectively. Communication extends from just the requirements of the internal management system. For example, the general corporate environment has rules and regulations that should be adhered to by all organizations. For this to be effectively implemented there should be a proper communication

Children Discipline for a Negative Behavior Essay

Children Discipline for a Negative Behavior - Essay Example (Michael and Pearl) lay stress on the fact that one of the major reasons why most of the parents get exasperated and end up beating up their children is because they never take care to discipline them in their early stages and keep waiting for the time until their children start displaying negative behavior. First, they are themselves not highly responsible about meeting up with many needs and demands of their children owing to their excessively busy schedule and consequently, when things start spiraling out of control, they think of no other option but to beat up their children in the hope that this way, they will learn their lessons fast. This is a deplorable strategy practiced by many parents. What is needed is that the emotional maturity level of the parents should be much higher than their child’s, so that they can keep up with the demands of their child in an effective manner. After implementing this strategy, a couple suggested in the research report that â€Å"I can't believe it; we went to a friend's house, and when I told my children to do something, they immediately, without question, obeyed.† (DrSears.com) illuminates the need to discipline the children with love and understanding by presenting a real example of a mother who loved to discipline her child by regular spanking and physical abuse. In fact, that mother was so over indulged by disciplining children with violence that she had a firm belief that spanking should be an undisputed part of any disciplinary strategy.

Knowledge Management, Social Networks and Innovation - google Assignment

Knowledge Management, Social Networks and Innovation - google (google+) - Assignment Example Two years later, the company formalized and adopted the name Google (Reichental). Since then, the company has presented various services and products to the market, including web applications of all kinds and various forms of advertisement, all in various languages. The company’s website and its more than 180 domains contain vast information, including local news, international news, sports news, and even local stores and post offices addresses. It also contains images, patents, maps, and many more (Young). The new advertising paradigms services and products of the company have stirred the imagination of entrepreneurs and business. Google has since tripled its profits and operating margins. In summary, Google has presented a variety of services and products over the past years, but there is one area of application that seem hard to crack, social networking. The recent unveiling of Google Plus is among the recent developments of social networking application (Serrat). Google has in the past tried to develop other social network services, but with a degree of failure. Starting from the acquisition of Pyra Labs, Blogger creator, the company has had other major involvement with the social media. Some of the important acquisition by Google includes Picasa, You Tube, DodgeBall , Postini, Zingku, Feedbanner, Jaiku, and Aardvark. Other social media applications developed by the company include Orkut, Google Talk beta, Google Reader, Google friends Connect, Google Voice, Google Buzz, and Google Plus. Google Plus is a social network that integrates various platforms of other Google products like Profiles and Buzz. The social network was launched in June 2011. The key element of Google Plus is the focus it places on targeted sharing among members of a given subset, or circles, within the social group. The subsets or circles are simply a small group of people with whom one can share with, with names likes classmates, co-workers, friends, and family. The

Underlying themes in the novel Frankenstein Essay Example for Free

Underlying themes in the novel Frankenstein Essay Although he could have chosen a male counterpart, he desired that of a female. Shelley creates not only a feeling of isolation through the lack of friendship, but also a sense of incompleteness. She suggests that love cannot exist without friendship, as the only love Victor ever expressed was toward his two best friends; Elizabeth and Clerval. Shelley also creates the theme of opposites; that bonds are often formed between two different individuals, that in turn balance one another. The most obvious case of this would be between Victor and Clerval. The two are quite different in several aspects, yet they enjoy life the most when they are together. This ties into the theme mentioned earlier regarding friendship, that individuals balance and complete each other. Frankenstein is constantly obsessed with his studies, pursuing knowledge and discovery. Clerval was simply in love with life, and although he seemingly had interests in education as well, it was merely a way to stay close to his life-long companion. While Victor is recuperating from one of his several breakdowns, it becomes extremely evident how different he is from his friend. As the two set sail on the water, Clerval marvels at the beauty of nature, life and spring. Victor merely looks at everything with disinterest, thinking of the projects he must soon pursue. Although their minds are in different places, Victor rises out of his melancholy for a time, and is uplifted by the youthful joy of his friend, harmony was the soul of (their) companionship. It is likely that someone in an extreme state of depression may have been aggravated by someone so elated, but Shelley implies otherwise with the outcome Clerval causes. It is extremely ironic in that the most obvious case of two individuals complimenting each other, and becoming dependent on one another, is between Victor and his creation. Shelley created the two as the most extreme case of opposites, one creating life, and one taking it. The monster was obsessed with obtaining friendship, while Victor was constantly seeking isolation to arrange his thoughts. Harold Bloom states Victor represents the feelings, and his nameless monster the intellect (pp 280). This is quite true, as Victor is driven by emotion; fear, guilt, greed, etc. In contrast the daemon is powered by what he has learned, not what he actually feels. Although it seems he has the ability to become quite emotional, he is driven more so by intellectual passions than anything else. Shelley creates the two this way to show how they compliment each other, and although they are not exactly an example of friendship, they are indeed a union of being. Their lives revolve around one another, neither willing to exist without the pursuit of the other. Indeed, Mary Shelley asserts that individuals are often joined together by their differences. This was shown through Frankenstein and his scientific interests, Clerval with his poetry (Masao Miyoshi pp 287) and several other differences in character. It was also ironically demonstrated through the union of Victor and his creation, who were direct mirrors of one another. Mary Shelley uses the interactions and emotions of her characters to express her views on friendship. Victor and his many acquaintances compliment each other, suggesting that opposites attract, and his deep bond with Elizabeth illustrates Shelleys views regarding heterosexual relationships. She feels that friendship is a crucial part of being, as man discovers and fulfills himself through others (Kiely pp 296). Show preview only The above preview is unformatted text This student written piece of work is one of many that can be found in our GCSE Mary Shelley section.

Defining Reflective Practice And Identifying Advantages And Implications Nursing Essay

Defining Reflective Practice And Identifying Advantages And Implications Nursing Essay The ability to become reflective in practice has become a necessary skill for health professionals. The implementation of reflective practice is now found in many of the other allied health care disciplines including the Radiography profession. UK health practitioners are expected to meet a continuing professional development standard (CPD), and reflection is a strategy that facilitates meeting this standard for registration (Driscoll and Teh, 2001). This is to ensure that health professionals are continuing with their daily learning and improving their practice. Reflective practice plays a big part in healthcare today and is becoming increasingly noticed. This assignment aims to address the definition of reflective practice, advantages and disadvantages associated, implications of reflective practice and how to improve reflection within healthcare. What is reflective practice? Reflective practice is advocated in healthcare as a learning process that encourages self evaluation with subsequent professional development planning (Zuzelo, 2009). Reflective practice has been identified as one of the key ways in which we can learn from our experiences. Reflective practice can mean taking our experiences as an initial point for our learning and developing practice (Jasper, 2003). Jasper (2003) summarises reflective practice as having the following three components: à ¢Ã¢â€š ¬Ã‚ ¢ Things (experiences) that happened to the person. à ¢Ã¢â€š ¬Ã‚ ¢ The reflective processes that enable to person to learn to learn from those experiences. à ¢Ã¢â€š ¬Ã‚ ¢ The actions that result from the new perspectives that are taken. Reflection is part of reflective practice and is a skill that is developed. It can be seen as a way of adjusting to life as a qualified healthcare professional and enhancing the development of a professional identity (Atwal Jones, 2009). Reflection re-examines the individual experiences or feelings, and the outcome of this is allowing the practitioner to develop a new perception and an appreciation of how the experiences encountered in practice can add to professional knowledge (Boud et al, 1985). Reflective practice permits the review of everyday practice to develop the additional knowledge, skills and competencies required to enhance care delivery. Reflection can be described as a process of reasoned thinking. It helps the practitioner to critically assess self, and their approach to practice (Fleming, 2006). There are different interpretations of reflection and reflective practice documented. However, there are two well known basic forms of reflection. Schà ¶n (1987) identifies two types of reflection that can be applied in healthcare, Reflection-in-action and Reflection-on-action. Reflection-in-action means examining your own behaviour and that of others while in a situation (Schon, 1995; Schon, 1987).   It can be termed as coming across situations and problems which may require thought and problem solving in the midst of practice. It can also be described as thinking whilst doing (Millinkovic and Field, 2005). Reflection-on-action is possibly the most common form of reflection. It involves revisiting experiences and critically analysing them to help improve skills and to improve future practice. The aim of reflection is to value strengths and to develop diverse, more effective ways of acting in the future (Somerville and Keeling, 2004). Reflective practice is seen as more than just a thoughtful process. It has the potential to be turned into a learning situation where future practices can be changed as a result of the process (Jarvis, 1992). Advantages of reflection Reflective practice is an essential component of continuing professional development (CPD) and is required by all regulatory bodies of healthcare professionals in order to maintain registration (Atwal Jones, 2009). However, Driscoll (2006) notes that reflective practice is regularly represented as a choice for health professionals, whether to be reflective or not to be reflective, about their clinical practice. Driscoll (2006) also notes that if there is such a commitment to reflection, it can help improve practice and transform healthcare. It has been argued that reflection on clinical work may be essential to the development of our clinical knowledge (Benner, 2001). Atwal and Jones (2009) suggest reflective practice can build up better levels of self-awareness about themselves as practitioners and as individuals, leading to opportunities for professional and personal development. There are benefits and barriers of incorporating reflection into the NHS and imaging professional prac tice. The benefits of reflective practice are: Reflection enables health professionals to share knowledge with others, to help practice and assists practitioners in making sense of challenging and complex situations (Chapman et al, 2008). This helps to optimise work practice and improve interprofessional relationships. Reflection allows an objective to look at our practice in order to improve the quality of our performance at work. It also allows practice to be critiqued, enabling enhancement in the development of areas needed to be improved, identifying learning needs (Stewart et al, 2000) and taking responsibility for continuing professional development (Griffin 2003). Reflection helps practitioners develop a questioning attitude and the skills needed to constantly update knowledge and skills (Westberg and Hilliard, 2001). Reflective practice helps recognise the strengths and weaknesses, enhancing development and helps apply the skill of reflection to CPD cycle. Reflection can assist the practitioner to observe the aspects of their practice, encourage professional development, personal growth and evaluation of skills ( Chapman et al,2008) Reflection helps practitioners make sense of challenging and complicated practice, and acts as a reminder that there is no end to learning (Zuzelo, 2009) Disadvantages of reflection There are known barriers which prevent practitioners being able to reflect effectively. Smythe (2004) questions whether there is any time to think and be reflective because of the busy work environment that practitioners are involved in. Barriers to reflection are: Lack of motivation to partake in reflection or reflective practices from staff or fellow colleagues. The culture of organisation. Some organisations may not promote reflective practice because it may not highly be favoured in the department, or there may not be any interest in reflection (Workforce Support, 2010). Some staff may not know how to undertake reflective practice because they may have not been taught how to undertake it and how to reflect in such a manner, and may be apprehensive about documenting experiences and emotions (Workforce Support, 2010). Some practitioners are rooted in the preconception that reflection is too difficult and that reflection is a taught skill (White, 2003). There is lack of time to undertake reflective practice as imaging departments today have an increase in workload and if the department is relatively busy, there is a lack of time to undertake reflection, as reflection does require some quality time (Johns and Freshwater, 2005). Radiography is largely scientific and technical therefore reflection does not need to play a role in the profession (Hall and Davis, 1999). However Radiography has evolved through the years and the work is becoming increasingly more patient centered. Reflection may be seen as something often used in response to a negative outcome (White, 2003). Implication of reflective practice in regards to service delivery and management. Service delivery is a vital component on improvement of health services. The World Health Organisation (2010) summarises that effective service delivery depends on key resources such as motivated staff, information and equipment, and these have to be well managed. Imaging departments need to make sure that these key components are in place, in order to deliver the best possible care, and making sure they exceed the requirements of the patient. It can be suggested that reflective practice is identified as an important strategy for enhanced care delivery and continuing professional development.The Health Professions Council standards of proficiency for Radiographers (HPC 2007/09) state that CPD contributes to the quality of practice and service delivery and stresses the value of reflection on practice and the need to record the outcome of such reflection. It is suggested that by supporting reflective practice in healthcare departments, issues of the quality of own service delivery can be raised. Reflection will also help develop service delivery and provide a service in the best possible way, and will allow the department to think about actions that are being undertaken that should not be, and actions that are not being taken that should be (E-training resources, 2010). Reflective practice may become an opportunity for innovation and change within the department. If reflective practice is to be supported in departments, the department would need to make sure that all staff are participating in reflective practice and making sure that staff are benefiting from this, and learning from their practice. Some staff members may find it difficult to engage in reflective practices, therefore it is essential that the department help assist with the reflective processes to make sure all staff are actively participating (Workforce Support, 2010).The service head would have to make sure that the staff in the department are undertaking some form of reflection and can build way s to help implement some reflective practice activities within the department for all staff to engage in. Implementing these practices will help shape the management of the department. Examples of reflection documented Many journals have been written that propose the use of reflective assignments and journaling as tools to improve reflection and thinking skills in healthcare (Chapman et al, 2008). Forms of reflection can be very useful in understanding how practitioners can improve both their professional practice and the organisation in which they work in (Workforce Support, 2010). Reflective practice can be made formal through such processes and underpins the process of continuing professional development (CPD) (White, 2003). Pee et al (2003) states that journal writing is a technique for individuals to express their experiences and to use the reflective and analytical, or critical thinking process for learning. Reflective journals are an ideal way to be actively involved in learning (Millinkovic Field, 2005) and can be implemented to allow practitioners to write down events in practice and their thoughts and actions on daily situations, and how this may impinge on their future practice (William s Wessel, 2004). Reflective clinical journals also present a method in which health care professionals may write about clinical learning experiences and reflect on them (Millinkovic and Field, 2005). Practitioners can progress their skills in reflective thinking and writing, which will allow the practitioners to become self- directed in their learning (Chapman et al, 2008). This is also in agreement with Kennison and Misselwitz (2002) as they state that reflective journals can be considered a helpful tool of reflection, as it can help develop the health care professionals writing skills, reflect on their practice, discover reactions and bring new meanings to past experiences. Reflective workplace diaries can also be used to promote reflective practice. Workplace diaries can be used to note down events that occurred within a clinical setting for example a critical incident or a patient interaction (Chapman et al, 2008). It is a daily record of day by day personal experiences and obs ervations and from these thoughts, ideas and feelings can be expressed. From this, questions such as what happened and why? How do I feel about it? What can I learn from it? Can be asked, and this will allow the practitioner to reflect on their topic in a deeper more thought processed structure. Chapman et al (2008) stresses that it is also important that when using the reflective diary, the health practitioner has to be able to reflect, are willing to reflect and to make changes from this reflection. A review of the diary will help practitioners progression of reflective writing, and more levels of critical reflection can be undertaken. Ways to improve reflection Reflection can be improved in a number of ways to help benefit the practitioner. Appraisals can be implemented within the department, for all health practitioners to take part in. The appraisals will encompass the practitioner to talk about their practice and how they are using their skills, and to reflect on the work that they are undertaking, taking note of any improvements that can be made to better the practice. An increase in knowledge can be demonstrated through reflective practice with the focus of reflective reports including involvement in audits and research (Snaith and Hardy, 2007). Snaith and Hardy (2007) also write that reviewing local practice initiatives among many other possible activities may help improve reflection. Continuing professional Development (CPD) essential to the enhancement of clinical skills (Chapman et al, 2008) and is mandatory to the HPC in order to retain registration. Imaging departments can implement ways for practitioners to engage in CPD activit ies that are accessible to all practitioners. CPD will help keep professionals up to date and will also help practitioners engage in ways in which they can reflect in the activity undertaken, which will enhance their reflective and thinking skills. This will benefit to lifelong learning (Chapman et al, 2008). Reflection can be incorporated into a CPD as a means to enhance and maintain reflective practice in a clinical setting. The Society and College of Radiographers CPD tool offers some direction to practitioners that want to present reflective evidence of their increasing knowledge base and a framework of how it may be planned (Kelly, 2005). Tutorials can be implemented in the department for practitioners that want to become involved in reflective practice, the different ways to reflect, and some frame works that are used for reflecting. Not many practitioners are aware of how to reflect on practice (Workforce Support, 2010). There are different ways of reflecting and by making th ese ways become known to practitioners, it can help decide which framework is best suited for their learning, and can undertake better reflection on their work. Conclusion Although experience is at the centre of learning in imaging departments, reflection is fundamental to deeper learning from experience. Reflective practice is becoming an essential skill that is incorporated into clinical practice and continuing professional development (CPD) and it is therefore important that the imaging department understand the role and the potential of reflection. The adoption of a reflective approach to clinical work is important since it is an effective means of highlighting best practice, whilst furthering professional development. Different ways to reflect in practice can be approached and adopted that will benefit future practice of the professional and how it implements their daily work lives; however, there are evident barriers to reflection within an imaging department. This includes time because of the busy environment a hospital encompasses and lack of motivation if the vast majority of health care practitioners are not undertaking it. Imaging department s have to implement ways in which the practitioners can reflect in their practice to enhance patient care and promote effective service delivery. Reflection can be a powerful mover in the process of learning, which can lead to change and the development on a professional and personal level and various measures have to be taken into account to achieve this.

Management Information System In Toyota Management Essay

Management Information System In Toyota Management Essay Toyota has established new areas for development through innovations made in their management information systems assigned for shipment. The company is functioning all over the world with clients and global leaders to enhance the process of shipment. To attain this, Toyota looked to analyze present shipment systems utilizing their clients as well as data from other organizations. Pursuing these enhancements to shipment systems was a tremendous development area for Toyota, since they were able to improve their client base and the needs of present clients. The usage of management information systems and networking were critical to aiding the company to attain success in enhancing its shipment systems Not only do the MIS systems of Toyota enable the gathering of huge amounts of business information, but they also offer a significant time saving advantage to the employees. Where in the past business data of Toyota had to be manually analyzed for documentation and analysis it can now be keyed in immediately and comfortably onto a computer by a data processor, enabling quicker decision making and more immediate reflexes for the company in its entirety. . To attain effective MIS, Toyotas planning procedure involves taking into account the MIS needs at the strategic levels. For instance, at the strategic stage MIS systems and reports of Toyota helps the yearly operating scheme and budgetary procedures of the company. They are also utilized in support of the future strategic MIS and business preparation activities. Without the establishment of an efficient MIS, it will be difficult for Toyota to evaluate and check the effectiveness of new activities and the development of current programs. Two basic instances of this would be the handling of mergers and partnerships or the consistent progress and the integration of new products and services. Introduction The business setting is characterized by intense competition. As a result, organizations have to provide clients with effective and dependable service. If they fail to do so, clients will transfer to more client efficient organizations. In addition, as organizations increase in size, it becomes more difficult to monitor the increasing level of client data. If an organization does a terrible job of managing and maintaining client accounts and information, it can lead to issues for both the organization and the client. This essay will concentrate on Toyota, and the way the company enhanced its customer service and minimized expenses by enhancing its management information system (MIS). References used involved business articles and websites with facts and discussion on Toyota. Defining of Concept: Management Information System (MIS) A management information system (MIS) pertains to a subcategory of the total inner controls of an organization encompassing the application of individuals, information, technologies, and processes by accountants to resolve business issues like putting a value on a commodity, service or a business plan. Management information systems are different from ordinary information systems in that they are utilized to study other information systems used in functional tasks in the company. Academically, MIS is normally utilized to pertain to the cluster of information management processes connected to the automation or assistance of individual decision making (Clarke, 2007). At the beginning, in companies and other firms, internal documentation was done manually and only quarterly, as an output of the accounting system and with some extra figures, and provided limited and disrupted the data on management performance. In the past, information had to be isolated individually by the people as per the need and policy of the company. Eventually, data and information was differentiated and rather than the gathering of mass of information, significant and accurate information that was needed by the company was the only one saved (Laudon, 2007). In their early years of existence, company computers were utilized for the logical business of calculating the payroll and monitoring the accounts payable and receivable. As programs were created that offered leaders with data regarding sales, stocks, and other information that would aid in controlling the company, the word MIS emerged to pertain to these types of companies (Cleland, 2006). At present, MIS is utilized widely in various subjects and involves: decision support systems, workforce control programs, project management and database storage programs. The establishment and maintenance of information technology tools helps leaders and the employees in undertaking any activities connected to the analysis of data. MIS and business systems are particularly helpful in the gathering of business information and the generation of reports to be utilized as tools for making choices. SECTION 1 1.1. Company Overview: Toyota Motor Corporation The Toyota Motor Company is one of the biggest car manufacturers in the globe. Toyota has established a reputation as both an engine producer and the manufacturer of luxury vehicles. While the organizations headquarters are still situated in Japan, it has several manufacturing facilities all over the globe and sales departments in various nations where the vehicles are transported (Toyota Motor Corporation Global Site, 2010). Toyota has a distinct business structure and the manner it pursues the vehicle manufacturing with its effective quality standards which developed the industry. Toyotas just-in-time supply-chain idea has turned into a standard for car companies all over the globe. The Toyota Production System (TPS) calls for the finished vehicle to be pulled through the production system (Toyota Production System Global Site: TPS, 2010). By concentrating on smaller manufacturing lots and generating only what clients need when they demand it, Toyota has established a versatility and responsiveness that keeps on becoming the guideline for the industry. Due to its concentration to consistent development, Toyota has obtained die-changeover and machine-set periods that are way ahead of its rivals. Therefore its capability for responding immediately to new market developments makes TPS an effective system in the present days quickly developing world business setting. Toyota understands that it is necessary in guaranteeing quality management and the provision of dependable products to clients (Liker, 2005). The primary advantage of Toyotas management information systems is their capability to merge their corporate objectives all over the world by utilizing their systems properly. For instance, Toyota connects to its clients in various sectors by utilizing various Internet based web systems for various global regions (Hino, 2005). Even though there are numerous Internet sites and networks for each of the global continents, the management information systems all connect back to a global Internet site. 1.2. MIS of Toyota Toyota Comprehensive Warehouse Management System (Toyota WMS) These management information systems offer effective management for warehouses of the whole procedure from the period products are obtained, to storage and location control, to shipment. Individuals, products, and data are addressed, wastes are removed, and everyday enhancements are advocated. The Toyota WMS are tasked to offer an important function in generating comprehensive reports out of huge volumes of warehouse information that would otherwise be primarily considered as junk to decision makers. By analyzing these outputs warehouse management officers of Toyota can determine patterns and trends that would have stayed invisible if the raw information were consulted in manual terms (Toyota Comprehensive Warehouse Management System, 2010). Jidoka If any issue emerges at any point of the manufacturing process, Toyotas error identification system, or Jidoka, determines the problem and allows line workers to make the important measures to resolve it immediately even if that implies stopping the manufacturing process (Toyota Motor Corporation Global Site: Jidoka, 2010). By determining the equipment where the problem initially happened, this management information system makes it more comfortable to determine the cause of the issue and stops defects from developing to the succeeding phases of production. 1.2.3. Hybrid Synergy Drive (HSD) The Toyota HSD is an innovation to a traditional geared transmission with an electromechanical transmission. Since a car engine provides power effectively only over a limited range of speeds, the crankshaft of the engine is normally connected to a geared transmission by a clutch that enables the person driving to vary the speed that can be produced by the engine to the speed necessary to make the car move (Miller, 2004). The mixture of excellent vehicle design, effective brake systems, electrical energy storage and effective engine design provide the HSD enabled vehicle with critical efficiency benefits. The intense rivalry in the automobile industry with huge penetration and exit expenses has resulted to Toyota in searching for a competitive advantage in their management information systems (Fujimoto, 2001). As the car industry has been affected by huge fuel and crude oil expenses, Toyota has come up with a computerized engine system that tracks engine efficiency and makes power utilization in the car as productive as it can be. 1.2.4. Andons Toyota utilizes management information systems that employ visual controls to immediately convey the status of production. On the production area, for instance, management information systems help inform a worker with a single glance whether the station is operating properly, whether there is something wrong being checked or whether the production has been halted. Management information systems also give critical data like which machine did not operate, the operator and the real time situations when it malfunctioned (Magee, 2007). 1.2.5. PokaYoke Toyota utilizes a variety of these affordable, highly dependable management information systems throughout its production process to stop defects. While computers of Toyota cannot establish business plans by themselves, they surely have helped the management in knowing the impacts of their plans, and aid in the process of effective decision-making (Morgan, 2006). The PokaYoke are tasked to convert information into data helpful for decision making. SECTION 2 Application of MIS in Toyota 2.1. MIS across Departments 2.1.1. Operations The operations of Toyota have been impacted by tremendous developments in technology. Because of this, manufacturing operations within the company have significantly improved. For instance, vehicles and car parts are transported ahead of time, and this prevents large amounts of money from being utilized for storing activities (Fujimoto, 2001). The Toyota Comprehensive Warehouse Management System offers remedies for the organization concerning car and process structuring and planning for the smooth flow of operations. The Toyota Comprehensive Warehouse Management System aids the organization with regard to the enhancement of the operational procedures (Toyota Comprehensive Warehouse Management System, 2010). The smooth flow of operations is accomplished within Toyota through the Toyota Comprehensive Warehouse Management System, where the structuring of each car model and warehousing processes from the prototyping level to the production phase is attained in one structure (Shingo, 1989). This limits unnecessary repetition of processes and the need for interfaces as data is secured in a centralized system. Excellent coordination with suppliers offers great opportunities for more efficient product development with suppliers via the Internet. Productivity and efficiency in the operations within Toyota is accomplished through the Model-mix structuring and the excellent planning aspects of this MIS. Model-mix structuring allows Toyota to enhance the operational procedures that are important for the organization (Ineak, 2009). The excellent planning options enable effective processing of assembly and parts of make-to-order deals. SAP gathers specialized production orders from Toyotas planning system. The orders include the car parts essential to assemble each car; some Toyota cars, for example, have plenty of components detailed in the list. SAP generates the shipment schedules for each part to match Toyotas assembly-line procedures (SAP, 2007). Toyota delivers these detailed information and precise shipment schedules to its suppliers. The significant suppliers obtain the information through electronic data interchange. Other providers log on to the Toyota online portal, where the company details the provisions to provide the updates on its shipment activities (Hino, 2005). By going to the website of Toyota, suppliers can monitor this information in real time, including release schedules, receipts, and other important information. When they deliver car parts, the suppliers send Toyota shipment details to give them with the latest information in this matter. Car parts going inside the Toyota storage facilities are then obtained and delivered quickly to the line. There, Toyota uses its Jidoka to monitor the assembly process in real time. Jidoka tracks the production verification and consumption information consistently. Parts utilized in the production are removed from the stock list, and costs are presented to detail the value of work in process (Toyota Motor Corporation Global Site, Jidoka, 2010). Customer desires for various Toyota cars warranted a solution that would properly improve and help organize production. These MIS help the organization to reduce order-to shipment period, enhances its supply chain activities with regard to demand analysis and tracking of deliveries, and improves inventory activities all over its establishmentsà ¢Ãƒ ¢Ã¢â‚¬Å¡Ã‚ ¬ enabling Toyota to significantly reduce time to customer for its excellent vehicles. 2.1.2. Finance In 2003, Toyota started to implement SAP software system which also provides financial information to the finance department of the company and its concerned personnel. The people of the finance department of Toyota analyzes previous and current financial figures, anticipates future financial outputs, and checks and handles the utilization of capital over time by making use of the information generated by SAP (SAP, 2005). The SAP provides options that enable sales and pricing of cars through configuration and monitoring of available parts. Vehicle customization and pricing via the Internet enhanced car sales of Toyota by offering customers with the choice of designing their vehicles. Once the vehicle is designed, the SAP will determine the worth of the vehicles based on the design. Vehicle search enables Toyota to locate vehicles that address the specific designs, accomplishing faster delivery to customers (Hoseus, 2008). 2.1.3. Marketing The SAP helps the marketing operations of the organization with regard to product development, pricing activities, marketing, and sales forecasts. Just like other important company operations, Toyota relies on external sources of data. These sources entail the opinion or feedback of customers. (SAP, 2007) 2.2. Decision Making at the Three Tiers of Management 2.2.1. Operational Level Systems To transform the operational level decision making within Toyota very fundamental and productive, the MIS of Toyota aids in providing and sending reliable information to all executors. The Toyota Comprehensive Warehouse Management System is established to enhance the reporting of information that will be important in the proper decision making within the operational level of Toyota. Furthermore, the SAP is able to effectively collect and process data, process results, and able to adjust, cope and address inaccuracies right away. (SAP, 2007) 2.2.2. Management Level Systems The Toyota Comprehensive Warehouse Management System has effective internal controls that aid in the management level decision making tasks in Toyota. Information is collected through efficient processing and inner control tracking. An effective internal and outer audit process is utilized within Toyota through the MIS (Magee, 2007). 2.2.3. Strategic Level Systems To have a productive and efficient strategic level decision making, important data within Toyota is processed and handled properly through its Material Handling System. Differences in the way information is collected and documented can change information and trend studies. Also, because data collection and documentation activities will eventually change through time, Toyota management has established flexible methods to allow systems developments through the MIS. These procedures are always well structured, properly informed to employees and has a tracking system that helps in the strategic level decision making of Toyota (Toyota Material Handling USA, 2010). 2.3. Managing Business Processes The integration of various MIS within Toyota is the effect of the integration of system management. The employees and leaders of the company are the users of the MIS who know the present customer demands and also have the capacity to plan the funds for new initiatives. In order to control its business procedures properly, Toyota has persevered in managing ownership that promotes effectiveness in its business processes and helps ensure being responsible. Even though the MIS does not reduce expense altogether, the integration of this essential system, and its properly utilization reduces the periods that wrong decisions in company procedures are accomplished because of inaccurate information (Morgan, 2006). Terrible company decisions simply misuse precious assets. This may result in a negative effect on revenues and/or budget. Conclusion The MIS of Toyota has been proven to provide a great deal of advantages to its various business units. Toyota strives hard to keep discovering new methods to utilize their MIS to accomplish their business goals. While the management information systems of Toyota are totally helpful in producing statistical documents and information analysis they are also utilized as a tool where the leaders and employees of the company agree upon a set of goals for the employees to try to accomplish within a specific time frame. Goals are established utilizing the SMART standard: that is, goals have to be Specific, Measurable, Attainable, Realistic and Time-Specific. The target of these goals is to offer a set of performance standards by which Toyota can compare the output of a worker or program. The effectiveness of any goal in Toyota relies upon the consistent monitoring of developments. In monitoring this performance it is tremendously helpful for Toyota to make use of its management information systems. Because all goals must be quantifiable they can be monitored through the establishment of management documents to be studied by the leaders of Toyota (Magee 2007). Each market dominant company will have a minimum of one major competency à ¢Ãƒ ¢Ã¢â‚¬Å¡Ã‚ ¬ that is, a task or operation they do better than their rivals. In the case of Toyota, by establishing a formidable management information system it became possible for the company to move ahead of its rival companies. The MIS systems of Toyota offer the tools essential to obtain a better knowledge of the market as well as an improved knowledge of the company itself. The establishment of effective MIS in Toyota is the consequence of the implementation of an environment of system ownership. The owner is a system user who understands the present clients and their necessities and also has the capability to finance new programs. Establishing ownership builds confidence in corporate procedures and aids in guaranteeing responsibility. Even though the MIS of Toyota does not completely minimize costs, the establishment of important systems, and their effective usage, will reduce the chances that erratic choices will be done due to unreliable data. Only a management information system that is versatile and effective could undertake such activities economically possible. This management information system not only aids in removing waste, which makes it more friendly to the environment, it also implies that clients can be guaranteed that Toyota cars will adhere to the best standards of quality, dependability and innovation.