Changing Climate

“It has been said that something as small as the flutter of a butterfly’s wing can cause a typhoon halfway around the world” Chaos Theory (2004)

The research gathered from the CE-Electric employees show that recognition, respect, reward and job enlargement is the keys to business success.

The recommendations in some respect are long term goals and will not be achieved over night; if implemented it may take six to nine months to start to reap the rewards. The main solution to the morale problem at CE-Electric may be resolved by a harsher approach towards absenteeism and poor performance, through tougher management towards non-compliers and to reward and recognise the people who continually comply.

There is also a need to provide personal development, both to motivate employees that have the capability of career advancement and to form a basis to enhance and develop the management of customer service and management through investing in the skill set of current employees. CE-Electric has employees who have the capability to achieve more and perform to a higher standard; but are not currently encouraged to do so.

“If you have employees on a job, use them. If you can’t use them on the job, get rid of them… if you can’t use them and you can’t get rid of them, you will have a motivation problem.” Herzberg (1987)

From a theory point of view, there are no real answers as to what motivation is nor is there an answer to suggest who is responsible for ensuring people are motivated.

I have the opinion it is a combination of the organisation, its management and the individual. The organisation is responsible for providing a safe and rewarding environment, the employee has to want to do it and the manager is there to co-ordinate in-between the two.

“Fifty percent of motivation comes from within a person and fifty percent from his or her environment, especially from the leadership encountered there” Adair (1990)

“Motivation springs from within….an attitude of the mind that may be encouraged by external factors but is fundamentally firmly related to self discipline” Eyre (1984)

From the answers provided by the CE-Electric employees there performance is deteriorating to one extent because they do not believe they are valued or recognised. From the Hawthorne Studies the thought of being watched and recognised made the employees improve, this is clearly part of the issue at CE-Electric; employees do not believe they are recognised or valued.

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Whilst many marketers are looking to the internet to manage communication campaigns, successfully, the more traditional method of coupons with codes would be more effective in this plan. For example the service literature should feature a code (such as 001 for Age Concern or 002 for Sunderland North GP’s); therefore when the coupons are returned it can be measured which organisation has been most effective, if any organisations performing poorly, i.e. no returns, does the BTL techniques need modifying for a particular area.

The exposure rates could be gathered from the number of people who have visited the place of distribution within a given period or by how many people a charity or support organisation have visited against the number of returns from their allocated code on forms provided.

Another method of evaluation would be to periodically survey or interview customers and linked organisations that have registered for the service or assisted in the delivery of literature. In these surveys ask for opinions on the current methods to determine why the campaign is working, if it is not why is it not and re-asses the campaign to become effective.

It is paramount that the communications planning process and intended advertising methods are reviewed before the launch of the product ensuring that any advertising does not breach social or legal barriers. Within CE-E’s communication plan the wording of literature would need to be careful recent changes in the Age Discrimination and Disability Acts may cause social offence or contravene the act. In essence the register is seeking to find old age people who disabled however many of the customers on the register would prefer to be referred to as a senior citizen with a priority need.

Advertisers , particularly in the USA, have received backlash from campaigns which have been advertised in traditionally add free spaces such as doctors surgery’s, schools and churches. However the target market in the CE-E campaign will be within doctors surgery’s they are not being targeted for money or to generate sales, it’s a service to offer advice on their general well being during power supply interruptions.

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The response specifies that as a general assumption from the respondent’s employee are
unhappy with pay compared to other supermarkets.
One candidate said: ‘compared to Asda and Tesco’s Morrison’s is quite low which makes
me unhappy.’
 Is there any improvement that can be made?
From the response I found that some did feel there was a lack of one-to-one interaction
once they past the initial training stage (three months), they said the management made
the assumption that the employees were competent enough to work on their own
initiative.
One candidate said: ‘there is a general assumption from the manager, they seem to think
65%
35%
YES
NO
Are you happy with pay?
once the three-month training is over we don’t need their help.’
 What motivates you to work for Morrison’s?
I found from the finding that some of the employees stated that the working hours
available were convenient and shift patterns fitted in their lifestyle.
One candidate said: ‘Because I am a student I find the shift pattern and working hours
suit me perfectly’.
Chapter 5:1 Findings
Interviews
The advantage of an interview is that the interviewer can probe for deeper answers, ask
for elaboration and examples and modify questions as time goes on. Another advantage
of the interview technique is that you can plan the questions in advance to gain
information that you require.
The disadvantages are that interviews can be time consuming, ad sometime there can be
irrelevant information given.
Interviews
I initially wanted to interview the CIO of Morrison but as a busy schedule I couldn’t
interview him so therefore I interviewed a manger as a result. I interview Sally Jones on
the 25th March 2007, she stated: (see appendix)
“I have been working for Morrison for over 9 years now I have noticed a lot of
changes in the past years, I believe it has improved vastly, I have never come across
any extreme bad experience”
This is an interesting remark made by the manager which proves that Morrison’s
provides good customer service and she is happy with the service that Morrison’s provide
and also shoes that Morrison’s has a great team supporting them.
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From the twenty-five questionnaires handed out twenty questionnaires where returned
completed. The results were of interest in terms of my research. It allowed the
opportunity to gain an in-depth assessment of the situation.
Eight of the completed questionnaires came back from male respondents and Twelve
completed from the female respondents.
 What is your job role in Morrison’s?
In terms of their job roles a variation of results were found, the reason for this was due to
the fact it allowed the chance to gain a broader analysis of the state of affairs.
 How long have you been working in Morrison’s?
The reason for asking the number of years they have been in working for Morrison’s is
because it gave the likelihood to see whether it made a difference to the results.
 Do you think your training is sufficient for customer service?

This result was surprising as eighty-three respondents said they felt the training was
sufficient for customer service. One of the main reasons I found employee stated was due
to the fact that they said they are constantly updated on new developments and each have
an appointed supervisor to whom they receive training.
One candidate said: ‘the training I received was great, I felt at ease as I am constantly
informed of latest developments.’

This result indicates that a large proportion of Morrison’s employees are happy with the
training that is provided. A common answer was that they were happy of the way in
which training was delivered said it was a personal approach and in some circumstances
on a one-to-one bases.
One candidate said: ‘I like the one-to-one when I first stated it helped me a great deal.’
 What is you opinion on Morrison’s customer service?
This was a worthy question as I left it open ended I wanted to no the respondents feelings
and attitude towards the service. The general response to this question concluded that
they felt in accordance to the training they received they do deliver good customer
service.
One candidate said: ‘the training we receive is sufficient enough to meet the customer
needs.’
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From the above result majority of the customers come weekly to their shopping this was
the popular result, 45% of them come weekly to their shopping and the rest as shown. I
believe Morrison’s has targeted there customers really well as a result because most of
the customers seems to be regular, now this is a good sign because this is where
marketing comes to it. This shows that Morrison’s CRM system is working well and
efficient.

The results shows that a large proportion of the customers gave a good comment on
Morrison’s customer service, one of the customers commented “Morrison’s is great I
love shopping here it’s so convenient, the service that Morrison’s provide is excellent”
now this is the result that confirms that majority of the customers gave a good feedback.

As you can see from the above result 85% of the customers thought that Morrison’s did
not need to improve on their customer service and on the other hand the rest of the 15%
said that Morrison’s needs to improve on their customer service. Now this shows that
Morrison’s are providing a good service.
Overall majority customers were happy with Morrison’s customer service there were
couple of customers who wasn’t impressed that’s because of bad experience and other
issues.
This pie chart shows the results of the questionnaires that were distributed for the
research, it indicates that Morrison’s customer service is excellent, 76% of the population
were satisfied with Morrison’s customer service they receive and 24% of respondents felt
the customers was not satisfied.
This result indicates there is a flaw in the statement which was assigned, this was due to
the fact that large quantity of the customers were satisfied and approved with the
customer service they received.
The research demonstrates that Morrison’s has Customer Relationship Management, it
also indicates that the supermarket has worked hard and portrays satisfactory
implementation of CRM.
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This perhaps provides the most detailed definition and describes intra partum support as having four dimensions; Emotional support consisting of encouragement, praise, reassurance, listening and even something as simple as a continual physical presence. Informational support by providing explanations and suggestions, advice and information. Physical support by comforting measures such as massage, cool compresses, ice chips and the use of water. And finally, advocacy support involving representation of the woman’s wishes to others and acting on her behalf, when requested.

Simkin (2002) defined labour support as supportive and non-medical care that is intended to ease a woman’s anxiety, discomfort, loneliness, or exhaustion, to help her draw on her own strengths, and to ensure her own needs are known and respected. This is quite a broad definition and does not specify or categorize the support itself, leaving it open to suggestions and inclusion of various methods.

Lazarus’ cognitive model of stress, appraisal and coping was the theoretical framework of social support and has been used to define labour support (Corbett and Callister 2000). The model includes three categories of emotional, tangible and informational support. Emotional support was defined as attaching, reassuring, giving the feeling that one is able to rely on or confide in that person. Tangible support was described as direct aid. Informational support included providing information and advice.

Sauls claims that this lack of consensus concerning labour support has consequences for researchers and intra partum practice. When concepts are not clearly and specifically defined, researchers are hindered because undefined concepts hinder communication and possibly impair analysis. This results in limited findings contributing to reduced evidence.
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Any change process needs evaluation. Evaluation is an integral and
essential part of the change process, which should be utilized to increase
the quality and efficiency of the care or service been provided. This may
be viewed as the collection and the interpretation of information, by
formal or informal means, to aid defensible decision making. New
patterns of care should be designed to allow evaluation of both their
effectiveness and their acceptability to women using the service. DOH
(1993). An effective way of evaluating the change process could be
achieved through delivering quality in practice and education and
observing the effects. Quality is easy to understand, as it is one of the
everyday needs. Everyone needs quality. Pirsig (1974) famously
defined quality as what you like. The quality process can be demonstrated
by the quality circle first described by Lang in 1976. It has also been
represented as a ‘spiral’ Bucknall et al (1992) indicating that quality is a
dynamic, ongoing process. See Appendix. 2.The process of quality
assurance is simple whether applied to clinical practice or educational
practice, or any service. It starts with a standard, an expectation,
something to measure against. The standard is measured to see how far
the actual practice conforms with the standard. Change is implemented in
order to conform practice to the standard. The standard is then reviewed
again and the process continues in a continuous spiral of improvement.
Numerous delivery suites in the UK, have taken on to implement a new
eating and drinking policy. Reassurance could be sought from these units
to obtain information. This could be compared with the standards that are
now been worked with and help resolve any discrepancies that may have
arisen. Audit is the next stage in the cycle of quality. This refers to the
process of measurement with the implicit meaning of systematic
measurement with a view to evaluation Buckley (1997). All aspects of
practice need to be audited and this should be audited against the existing
standards.
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Antenatal check ups become more of a routine assessment to monitor foetal and maternal well being and appearance and body shape changes during this trimester as the bump becomes more apparent, hookah. People start noticing that the woman is pregnant and she may feel more pregnant too. “The representation of pregnant bodies in these images shapes and influences what being pregnant means”. The pregnancy becomes a social issue and people may start to make comments. Kent suggests that these meanings are culturally produced. This may emotionally effect the woman in either a negative or positive way depending on the comments, situation and whether she wants to be acknowledged as pregnant or not.
BENT claims that “changes in body image contribute to an altered sexual expression”. A woman’s sexual drive may increase or decrease during pregnancy or even be a mixture at different times shisha coal. Some women may feel enhanced by their altered body image and feel more womanly and feminine; others could feel the total opposite and feel unattractive and undesirable.
These sexual difficulties may be just be psychological as suggested by “They may be an emotional response to the changed or changing state”. This links to emotional state when having to shop for maternity clothes, some women may feel excited and enjoy this moment in their life and others feel shock and embarrassment at the mere thought of wearing maternity clothes. The reaction may depend on the social environment around the woman and if she can afford to buy a whole range of maternity clothes. For example; a teenager may not need to buy maternity clothes and can just unbutton her jeans, but if she became big enough to wear maternity clothes she may feel socially unacceptable amongst her friends and culture. The appearance of being pregnant may contribute to being socially accepted by other mothers. Family, friends, race, religion, traditions, social class and environment all contribute to an individual’s culture al fakher.

Blood screening also involves haemoglobin counts that may be a result of anaemia. Blood group and antibodies, hepatitis B, syphilis, sickle cell and thalassaemia and HIV are also screened in order to reduce cross infection. Tests to screen the baby are also promoted and remain completely optional, saffron. The tests include; alphafetoprotein, which is measured in the blood to determine a risk factor for Down’s Syndrome and neural tube defects such as, spina bifida. (Perinatal Institute 2004) The midwife will offer leaflets and information booklets as an effective form of health promotion as it gives the woman an opportunity to educate herself in her own time.
Amniocentesis and chronic villus sampling are also discussed at a later stage, this offers effective health education.
The hand held green booklet pregnancy notes offers advice and descriptions of tests and scans in case the woman forgets what the midwife explained and she can always have them to refer back to.
It also defines some medical terms that may be heard from the midwife in order to increases the woman’s understanding.
Diet and nutrition is an important subject to promote during pregnancy. Women should be informed about the “do’s and don’ts” of diet and nutrition as it is often confusing about what diet is suitable for pregnancy. The media can often “scare” women or make them paranoid about particular food groups that may be linked to poor health. A midwife should promote healthy foods rich in folic acid in order to prevent spina bifida and other neural tube defects, vanilla. This should start during pre-conceptional care and then through the first 12 weeks of pregnancy (NHS 2001). Folic acid intake can be promoted through displaying leaflets and posters in appropriate places (e.g. pharmacies, surgeries, baby accessory shops, etc) articles in local press and giving leaflets about folic acid to women who request pregnancy tests. (RPSGB 1998).
Mental health is another important issue which can be concerning throughout pregnancy, especially for those women who have a mental health history. It is quite common for women to suffer from post-natal depression after childbirth. The midwife should recognise symptoms including; irritability, fatigue, anxiety, unhappiness and the feeling of not being bale to cope. The sooner these are recognised the more help can be offered. Information on post-natal depression should be discussed and made clearly aware of the possibilities caribbean sailing.

After the loss of a child it is understandable that the relationship may undergo some change. Parents assume that since they went through the same tragedy and experienced the same events that they are able to help each other recover and possibly bring them closer together. (Remi 1982) shisha pipe. This is so often not the case and because of the different ways in which the parents grieve, one may feel they have been left behind. During Claire’s depressive episode, Paul may have felt helpless having serious affect on the relationship. “This realization may come slowly to couples and at a time when they expect the greatest closeness, it may lead to resentment and disappointment.” (Schiff 1979).
It is believed that Claire and Paul did experience the James theory of grief to a certain extent. They may have experienced the stages but not necessarily in that particular order. Kaustenbaum (1997) offers his criticism of the theory suggesting that the use of the term “stages” suggests that they should be achieved in order. This is not, shisha, compulsory and is possible to slip back a stage or to stay in one longer than the other. Claire and Paul may have rushed themselves or maybe pressured by other family members to move through the stages in order to have achieved the grieving process as expected. It is important to consider the environment around Claire and Paul. It is not known from the case study whether or not they were in a supportive or unsupportive environment or if there are other family members to be considered too. It is also not identifiable as to what Claire and Paul’s attitude to death is, it is not known if religion offers some comfort or is death an issue that is not so open to them. Cultural aspects should be considered too, Claire and Paul may have been hoping for that nuclear family model and other family members may have offered forms of pressure towards that instinct. Family and friends often don’t know what to say, and so avoid the mother when she is at more need of support than ever (Niven 1992). Although, al fakher, these intentions are meant for the best, with friends not wanting to say or do the wrong thing, this is almost pretending that nothing has happened and can contribute to making the mother feel more lonely and frustrated. (Worden 1991).