Brothers and Sister Maude Comparison

Brothers and Sister Maude comparison Matthew Davis Comparison between the range of emotions felt by the speaker in ‘Sister Maude’ and ‘Brothers’. In Both ‘Sister Maude’ and ‘Brother’ a range of language devices are used in order to portray the different emotions and the varied relationships the poem focus on. Both poems use structural elements in order to portray a certain effect on the reader and to make them feel certain emotions just based on the way the poems are structured.In ‘Sister Maude’ the enjambment between each of the lines emphasises the jealousy of ‘Maude’ herself and the continuation of the jealousy she undergoes for her sisters lover. The Rhyme scheme could also symbolise the continuation of the poem as the scheme is in a ‘A,B,C,B’ formation throughout each stanza continuing the jealousy of Maude. In ‘Brothers’ the use of enjambment is still apparent throughout the poem.In the first stanza we see the possibly the main use of enjambment to show the continuation of the Brothers to the bus stop and therefore show the continuation of the relationship, However the enjambment is broke further on in the poem with the use of a full stop; ’Bus fare. ’ The break of the enjambment here is viewed significantly as the continuation has stopped along with the boy who ‘froze’ and realised he had forgot his bus fare. However the enjambment used in ‘Brothers’ makes it appear as a ‘story’ and the breaking of the enjambment acts as the breaking of the continuation of a book when everything stops flowing properly.The Symbolism in both poems various significantly due to the different relationships in each poem and the different emotions the reader feels. In ‘Sister Maude’ the symbolism is based around the jealousy portrayed from Maude about her sisters’ lover who she kills. The shock of this i s portrayed as we find Maude’s sister in disbelief; ‘cold he lies, as cold as stone’. This disbelief of the incident is repeated throughout the poem to portray its traumatism caused to the woman. This relationship is a juxtaposition to he average relationship as the only reason they have a relationship is because they have to as their sisters as much as they would like to part, they cant. However ‘Brother’ has a much more simpler meaning towards the reader as it is the emotion felt by the younger brother as his older brother has left him while the younger brother went back to get some bus fare. The brother cowardly says to his younger brother ‘you should go and ask mum’ for the bus fare as the brother does not want to confront him.The older brother thinks he is old enough and mature enough to take his younger brother out and be trusted; this turns out to be a complete juxtaposition to the reality and juxtaposition to the title as true br other are not ones that leave you for a ‘joke’. Guilt is a theme that occurs in both poems as the individual feels remorseful for what they’ve done. In ‘Sister Maude’ the guilt is quite an obvious one; the guilt of Maude killing her sisters lover out of jealousy. The hatred of Maude’s sister is emphasised particularly in the last two stanzas and most effectively in the last line; ‘Bide you with death and sin. Even at the end of the poem Maudes sister has not forgiven her and has no future plans of doing so due to the full stop appearance at the end. This really cuts off the poem and the relationship between Maude and her sister as a sister relationship is thought to be a loving and caring one which completely juxtaposes the entirety of the poem. The guilt in ‘Brothers’ is an obvious one too although not much is said about the guilt the older brother feels a sense of guilt for leaving his younger brother thinking it was †˜funny’ and thinking he was mature enough to take care of his little brother.At first they have a close, unconditional love relationship; ‘saddled with you’. However this changed after the younger brother went home to get his bus fare off his mom as he ‘windmilled home’. This shows he was possibly skipping home and generally enjoying the company of his brother instead of his mom. The breakage of this happiness soon falls as he realises the bus has gone along with his older Brother as he ‘ran on, unable to close the distance I’d set in motion’. He was really ager to be with his brother and catch the bus but his brother went off without him; the relationship therefore breaking and the guilt feeling showing in his older brother. The relationship within both poems varies throughout the poem as sometime there is a strong relationship but at other times; not so strong. In ‘Sister Maude’ the relationship at first was a stro ng one due to the fact they were sisters and you have unconditional love for sisters however as the poem continued the relationship came to a halt as Maude’s sister found her lover dead.The hatred then for her sister broke the relationship. We learn a lot from Maude, the main thing we learn is the spitefulness of her as she didn’t really think how it would affect her sister; she just thought how it would affect her as she can no longer be jealous of someone that’s dead. ‘Lurked to spy and peer’ shows how ‘perverted’ she was towards her sister’s lover and how she wanted to take her away from her sister. In the end she didn’t only take him away from her sister but took him away from her herself; the man she wanted all along.In ‘Brothers’ the relationship is an unconditional one due to the Brotherly relationship. Even though the older Brother betrayed his younger brother there will be a small break in the relatio nship but one that can be easily fixed as Brother have unconditional love for one another no matter what the circumstances are. The story like structure really portrays this as with all stories there’s always a happy ending. Although there is no sign of a happy ending the as the relationship is dented there is still unconditional love for one another that will never change.The imagery portrayed in both poems are pretty significant as they sum up what the reader is thinking and enable the reader to feel the emotion they are feeling. In ‘Sister Maude’ the imagery of the ‘clotted’ suggests a violent side to Maude and could be the way in which she killed him. The reader associates ‘clotted’ with physical violence to produce blood and to wound the skin of the man. Towards the end of the poem the imagery portrayed is hatefulness towards Maude as the sister is coming to terms with what she has done and is imply wanting her sister to die and to be sinned for all her life. This summarises the ‘future’ for Maude but however much hatred there is they’re still siblings and have to have a certain extent of love for each other. In ‘Brothers’ the first word; ‘saddled’ provides imagery towards the reader as ‘saddled’ could possibly mean he has been burdened and could suggest negative feelings for the speaker and for his brother as he views his brother as an inconvenience and is restricting the freedom of the speaker.The word ‘Spouting’ also portrays how he views his brother as he thinks of his brother to be perhaps energetic and childish therefore making the older brother think he can take responsibility of him when in actual fact he can’t. In both poems the way it is written and the language used internally for the poem is what makes the poem what it is and what makes the reader feel the emotion the reader feels.

The Indigo Spell Chapter Eleven

MARCUS DISAPPEARED TO WHEREVER it was he was hiding out, and I drove home. What he'd said to me still seemed outlandish. I kept telling myself none of it could be true. It made things a lot easier to handle. Back at Amberwood, I found the usual buzz of evening student activity. It felt comforting after my shocking outing, far removed from fanatics and cryptic spells. My phone buzzed with a text message the minute I stepped into my dorm room. It was from Jill: Come see us when you're back. I sighed. No rest for the wicked, it would seem. I left my purse in my room and then trudged down to the second floor, unsure of what I'd find. Jill opened her door, looking immensely relieved to see me. â€Å"Thank God. We have a situation.† â€Å"We always have a situation,† I said. I stepped inside and saw Angeline sitting on the floor, back against the wall and a miserable expression on her face. â€Å"What happened?† She looked up quickly. â€Å"It wasn't my fault.† The sinking feeling in my stomach increased. â€Å"It never is, is it? I repeat: what happened?† When Angeline refused to say, Jill spoke up. â€Å"She gave Trey a concussion with an algebra book.† Before I could even start to parse that, Angeline leapt to her feet. â€Å"The doctor said it wasn't a concussion!† â€Å"Wait.† I glanced between them, half hoping they'd burst into laughter at the joke they must be playing on me. â€Å"You did something to Trey that actually required medical attention?† â€Å"I barely touched him,† she insisted. I sat down on Jill's bed and resisted the urge to crawl under its covers. â€Å"No. You can't do this. Not again. What did the principal say? Oh, God. Where are we going to send you?† After Angeline's brawl with a motivational group, it had been made very clear that further fighting would get her expelled. â€Å"Eddie took the blame,† said Jill. A small smile crossed her face as she spoke. â€Å"There weren't really many witnesses, so Eddie said they were playing around in the library and tossing the book back and forth. He claimed he got careless and threw the book too hard . . . and that it accidentally hit Trey on the head.† Angeline nodded. â€Å"That's kind of what really happened with us.† â€Å"No, it wasn't,† protested Jill. â€Å"I saw it. You got mad when Trey told you it shouldn't be that hard to understand that x always has a different value.† â€Å"He implied that I was stupid!† Variables didn't seem like too hard a concept to me, but I could tell under Angeline's bravado that she really was flustered. I always had the impression that back among the Keepers, Angeline had been a queen among her peers. Here she was constantly trying to keep up academically and socially adrift in a world very different from the one she'd grown up in. That would make anyone insecure. And while I questioned if Trey had ever said she was stupid, I could understand how some of his snarky commentary could be perceived that way. â€Å"Did Eddie get in any serious trouble?† I asked. I doubted he'd get expelled for something like this, but it would be just my luck that he'd get the punishment he'd saved Angeline from. â€Å"Detention,† said Jill. â€Å"He accepted it very bravely,† added Angeline. â€Å"I'm sure he did,† I said, wondering if either girl knew they were wearing mirror expressions of adoration. â€Å"Look, Angeline, I know the tutoring process must be frustrating, but you have to watch your temper, okay? Trey's just trying to help.† She looked skeptical. â€Å"He's got kind of an attitude sometimes.† â€Å"I know, but people aren't exactly lining up to fill his position. We need you here. Jill needs you here. Eddie needs you here.† I saw some of her indignation fade at the mention of her friends and duty. â€Å"Please try to work with Trey.† She gave a weak nod, and I stood up to leave. Jill hurried after me into the hallway. â€Å"Hey, Sydney? How was your outing with Marcus?† â€Å"It was fine,† I said, certainly not about to dredge up Marcus's alarming revelations. â€Å"Informative. And I learned how to play Skee-Ball.† Jill almost looked offended. â€Å"You played Skee-Ball? I thought you were supposed to be learning about the Alchemists' secret history.† â€Å"We multitasked,† I said, not liking her tone. I left before she could comment further and texted Eddie when I reached my room. I heard what happened. Sorry. And thanks. His response was quick: At least it wasn't a concussion. I braced myself for snark when I went to meet Adrian the next day. Jill had probably told him about my arcade trip, which would probably elicit a comment like, â€Å"Nice to know you're so dedicated to crack the Alchemists. Way to keep your eye on the ball.† When I pulled up in front of Adrian's apartment building, he was already waiting out front for me. As soon as I saw his grim face, my heart stopped. I jumped out of the car, just barely pausing to grab the keys as I went. â€Å"What's wrong?† I exclaimed, jogging up to him. He rested a hand on my shoulder, but I was too worried to care about the touch. â€Å"Sydney, I don't want you to freak out. There's no lasting damage.† I looked him over. â€Å"Are you okay? Were you hurt?† For a moment, his somber expression turned puzzled. Then, he understood. â€Å"Oh, you think it's me? No, I'm fine. Come on.† He led me around the back of his building, to the private parking lot used by residents. I came to a halt, my jaw dropping as I took in the terrible, ghastly scene. A couple other residents were milling around, and a police officer stood nearby taking notes. Around us, seven parked cars had their tires slashed. Including the Mustang. â€Å"No!† I ran over to its side, kneeling and examining the damage. I felt like I was in the middle of a war, kneeling by a fallen comrade on the battlefield. I was practically on the verge of shouting, â€Å"Don't you die on me!† Adrian crouched beside me. â€Å"The tires can be replaced. I think my insurance will even cover it.† I was still horrified. â€Å"Who did this?† He shrugged. â€Å"Some kids, I guess. They hit a few cars one block over yesterday.† â€Å"And you didn't think that was worth mentioning to me?† â€Å"Well, I didn't know they were going to come here too. Besides, I knew you'd flip out and want to set up twenty-four-hour surveillance on this place.† â€Å"That's not a bad idea.† I glanced up at his building. â€Å"You should talk to the landlord about it.† Adrian didn't seem nearly as concerned as he should have been. â€Å"I don't know that he'd go for it. I mean, this isn't really a dangerous neighborhood.† I pointed at the Mustang. â€Å"Then how come this happened?† Even though we could take Latte to Los Angeles, we still had to wait around to finish up with the police and then get a tow truck. I made sure the tow truck driver knew that he better not get a scratch on the car, and then I watched mournfully as it was hauled away. Once that sunny splash of yellow disappeared around a corner, I turned to Adrian. â€Å"Ready to go?† â€Å"Do we have enough time?† I looked at my cell phone and groaned. We'd burned up a lot of time handling the vandalism aftermath. And yet, I hated to wait until tomorrow, seeing as I'd already lost time yesterday while dealing with Marcus. I called Ms. Terwilliger and asked if she'd cover for me if I came in after curfew. â€Å"Yes, yes, of course,† she said, in a tone that suggested she couldn't understand why I'd even bothered calling her. â€Å"Just talk to more of those girls.† Ms. Terwilliger had given me six names. We'd already taken care of Wendy Stone. Three of the girls lived relatively close together, and they were our goal tonight. The last two were closer to the coast, and we hoped to reach them tomorrow. Adrian tried making conversation with me throughout the drive, but my mind was still on the Mustang. â€Å"God, I'm an idiot,† I said, once we'd almost reached our destination. â€Å"That's never a term I'd use to describe you,† he said promptly. â€Å"Articulate. Well dressed. Smart. Organized. Beautiful. I'd use those terms, but never ‘idiot.'† I nearly asked why â€Å"beautiful† had come after â€Å"organized† and then remembered the actual concern. â€Å"I'm obsessing about that car when girls' lives are on the line. It's stupid. My priorities are messed up.† My eyes were on the road, but I could tell he was smiling. â€Å"If your priorities were really messed up, you would've followed that tow truck. Yet here you are, off to help perfect strangers. That's a noble thing, Sage.† â€Å"Don't rule yourself out,† I said. â€Å"You're pretty noble too, going on all these outings with me.† â€Å"Well, it's not the same as Skee-Ball, but it'll have to do. How was that anyway? Did you really learn anything?† â€Å"I learned a lot – some pretty unbelievable stuff, actually. I'm still waiting to get some proof, though.† Luck was with us initially. The first two girls were home, though their reactions were similar to Wendy Stone's. This time, I'd had the foresight to bring the newspaper article, in the hopes it would make a stronger impression. That ghastly picture at least gave them pause, but I left not knowing if they'd really take me seriously or use the agate charms. Our good fortune ran out when we reached the last name. She too was a college student, meaning we had another campus visit. Her name was Lynne Titus, and she lived in a sorority house. I admit, as I knocked on the door, I was fully prepared to find a group of girls dressed in pink, having a pillow fight in their living room. But when we were shown in, we discovered an orderly home not all that different from Wendy's building. Some girls were coming and going, while others sat around with textbooks and papers. â€Å"Lynne?† asked the girl who'd let us inside. â€Å"You just missed her.† I knew this shouldn't be a surprise. These girls had lives. They wouldn't all be waiting around for me to come by and talk to them. I glanced uneasily at a window, taking note of the purpling sky. â€Å"Any idea when she'll be back?† The girl shook her head. â€Å"No, sorry. I don't know where she went.† Adrian and I exchanged looks. â€Å"You're free from your curfew,† he reminded me. â€Å"I know. But that doesn't mean I want to spend all night waiting for Lynne.† I did some mental calculations. â€Å"I suppose we could wait a couple of hours. Three at most.† Adrian seemed supremely delighted by this, and I couldn't help but wonder if he was more excited at hanging out on a college campus . . . or at spending time with me. â€Å"What's fun to do around here?† he asked our hostess. He glanced around at the quiet academic environment. â€Å"No raging parties here, huh?† The girl put on a disapproving expression. â€Å"We're a very serious sorority. If you're looking for parties, I guarantee there's one going on just down the street. Those girls have one every night.† Adrian shot me a hopeful look. â€Å"Oh, come on,† I said. â€Å"Can't we find some nice museum?† â€Å"We want to stay close, in case Lynne comes back,† Adrian said. Something told me if the party had been all the way across campus, he still would've pushed for it. â€Å"Besides, if you want to go to college so badly, you should see the full scope of what it has to offer. And aren't you a fan of Greek stuff?† That was hardly what I had in mind, and he knew it. I reluctantly agreed but warned him he couldn't drink. I was sporting the brown wig and presumed he was using spirit to mask us further. Alcohol would diminish his ability to pull it all off. Plus, I just didn't want to see him drunk. It was easy to find the party house because we could hear the music blasting from it. A guy and a girl openly drinking beer from plastic cups challenged us at the door. â€Å"This is Greek only,† the girl said. She looked as though she might fall off her stool. â€Å"Who are you with?† I pointed vaguely toward Lynne's sorority. â€Å"Um, them.† â€Å"Alpha Yam Ergo,† said Adrian, without hesitation. I expected the door squad to point out that most of those weren't even Greek letters. Maybe it was because Adrian spoke so confidently – or because they'd had too much beer – but the guy waved us inside. It was almost like being back at the arcade, an overwhelming flood of stimuli. The house was crowded and loud, with smoke hanging in the air and alcohol flowing freely. Several people offered us drinks, and some girl invited us – three times – to play beer pong, forgetting that she'd already spoken to us. I regarded it all in amazement, trying to keep the disgust off my face. â€Å"What a waste of tuition. This is ruining all my collegiate dreams,† I shouted to Adrian. â€Å"Isn't there anything to do that's not drinking or being stupid?† He scanned around, able to see more of the room from his greater height. He brightened. â€Å"That looks promising.† He caught hold of my hand. â€Å"Come on.† In a surprisingly nice and spacious kitchen, we found several girls sitting on the floor painting blank T-shirts. Judging from the sloppy job and paint spills, they too had been indulging in alcohol. One girl had a cup of beer next to an identical cup of paint, and I hoped she wouldn't mix them up. â€Å"What are you doing?† I asked. One of the girls glanced up and grinned. â€Å"Making shirts for the winter carnival. You want to help?† Before I could say no, Adrian was already on the ground with them. â€Å"Do I ever.† He helped himself to a white T-shirt and a brush with blue paint on it. â€Å"What are we putting on these?† The girls' shoddy work made that a valid question. â€Å"Our names,† said one girl. â€Å"Winter stuff,† said another. That was good enough for Adrian. He set to work painting snowflakes on the shirt. Unable to help myself, I knelt down to get a better look. Whatever his faults, Adrian was a decent artist. He mixed in a few other colors, making the snowflakes intricate and stylized. At one point, he paused to light a clove cigarette, sharing one of the girls' ashtrays. It was a habit I didn't really like, but at least the rest of the smoke in this place masked his. As he was finishing up the shirt and writing out the sorority's name, I noticed that all the other girls had stopped to stare. â€Å"That's amazing,† said one, her eyes wide. â€Å"Can I have it?† â€Å"I want it,† insisted another. â€Å"I'll make each of you one,† he assured them. The way they looked at him was an unwelcome reminder of the breadth of his experience with other women. I shifted a little closer to him, just so they wouldn't get any ideas. He handed the white shirt to the first girl and then set to work on a blue shirt. Once he fulfilled his promise to each girl, he sifted through the T-shirt stack until he found a men's-size black one. â€Å"Gotta pay tribute to my fraternity.† â€Å"Right,† I scoffed. â€Å"Alpha Yam Ergo.† Adrian nodded solemnly. â€Å"A very old and prestigious society† â€Å"I've never heard of them,† said the girl who'd claimed the first shirt. â€Å"They don't let many people in,† he said. In white paint, he wrote his fake fraternity's initials: AYE. â€Å"Isn't that what pirates say?† asked one of the other girls. â€Å"Well, the Alpha Yams have nautical origins,† he explained. To my horror he began painting a pirate skeleton riding a motorcycle. â€Å"Oh, no,† I groaned. â€Å"Not the tattoo.† â€Å"It's our logo,† he said. Adrian and I had once had to investigate a tattoo parlor, and to distract the owner, he'd gone in and pretended to be interested in a tattoo that sounded very much like what he was drawing now. At least, I assumed he'd been pretending. â€Å"Isn't it badass?† â€Å"Badass† wasn't quite the word I would've used, but despite it being such a ridiculous image, he actually did a good job. I made myself comfortable, drawing my knees up to me and leaning against the wall. He soon stopped with his banter and grew completely absorbed in his work, meticulously painting the skeleton's bones as well as that of a skeleton parrot sitting on the pirate's shoulder. I studied his features as he worked, fascinated by the joy in his eyes. Art was one of the few things that seemed to anchor him and drive that darkness in him away. He seemed to glow with an inner light, one that enhanced his already handsome features. It was another rare and beautiful glimpse of the intense, passionate nature lying beneath the jokes. It came through in his art. It had come through when he kissed me. Adrian suddenly glanced up at me. Our gazes locked, and I felt like he could read my mind. How often did he think about that kiss? And if he really was crazy about me, did he imagine more than just kissing? Did he fantasize about me? What kinds of things did he think about? His lips on my neck? His hand on my leg? And was that leg bare . . . ? I was afraid of what my eyes might betray and quickly looked away. Desperately, I groped for some witty and nonsentimental comment. â€Å"Don't forget the ninja throwing stars.† â€Å"Right.† I could feel Adrian's gaze on me a few moments longer. There was something tangible to it, a warmth that enveloped me. I didn't look back until I was certain his attention was again on the shirt. He added the stars and then sat back triumphantly. â€Å"Pretty cool, huh?† â€Å"It's not bad,† I said. In truth, it was kind of amazing. â€Å"You want one too?† The smile he gave me stirred up those warm feelings again. I couldn't help but smile back. â€Å"We don't have the time,† I managed to say. â€Å"We've got to check on Lynne.† â€Å"I'll make you a fast one.† â€Å"Not the pirate,† I warned. He found a small purple shirt and began painting on it in silver. â€Å"Purple?† â€Å"It's your color,† he insisted. A thrill ran through me at his words. Adrian could see auras, the light that surrounded all people and was tied into their personalities. He'd told me that mine was yellow, a color most intellectuals had. But he'd also said I had flares of purple, which indicated a passionate and spiritual nature. Those weren't qualities I usually thought I possessed . . . but sometimes, I wished I did. I watched, enthralled, as he painted a large silver heart with flames edging one side. The whole design was Celtic in style. It was beautiful. â€Å"Where did you get that from?† I asked in awe. I'd seen a lot of his work but never anything like this. His eyes were on his heart, completely caught up in his work. â€Å"Just something kicking around in my head. Reminds me of you. Fiery and sweet, all at the same time. A flame in the dark, lighting my way.† His voice . . . his words . . . I recognized one of his spirit-driven moments. It should've unnerved me, but there was something sensual about the way he spoke, something that made my breath catch. A flame in the dark. He swapped out the silver paintbrush for a black one. Before I could stop him, he wrote over the heart: AYE. Underneath it, in smaller letters, he added: HONORARY MEMBER. â€Å"What are you doing?† I cried. The spell had shattered. â€Å"You ruined it!† Adrian regarded me with a mischievous look. â€Å"I figured you'd be flattered at being accepted as an honorary member.† â€Å"How can I get in?† asked one of the girls. In spite of my outrage, I took the shirt when he offered it to me. I held it up gingerly, careful not to mess up the paint job. Even through the ridiculous words, the fiery heart was still stunning. It shone through, and I couldn't stop admiring it. How could someone so irreverent create something so beautiful? When I finally looked up again, I found Adrian watching me. That earlier thrall seized me, and I found myself unable to move. â€Å"You haven't painted anything,† he said softly. â€Å"That's because I have zero creativity,† I told him. â€Å"Everyone's got some creativity,† he insisted. He handed me the silver brush and slid over to join me against the wall. Our legs and arms touched. He laid out his own AYE shirt across his lap. â€Å"Go ahead. Add something, anything.† I shook my head in protest and tried to hand him the brush. â€Å"I can't draw or paint. I'll ruin it.† â€Å"Sydney.† He pushed the brush back into my hand. â€Å"It's a pirate skeleton, not the Mona Lisa. You're not going to decrease its value.† Maybe not, but I had a hard time imagining what I could possibly add to this. I could do a lot of things, but this was out of my league – especially compared to his skill. Something in his expression drove me, however, and after a lot of thought, I gave my best shot at drawing a tie around the skeleton's neck. Adrian frowned. â€Å"Is that a noose?† â€Å"It's a tie!† I cried, trying not to feel offended. He laughed, clearly delighted at this. â€Å"My mistake.† â€Å"He can go to a boardroom meeting,† I added, feeling a need to defend my work. â€Å"He's very proper now.† Adrian seemed to like that even more. â€Å"Of course he is. Proper and dangerous.† A little of his mirth faded, and he grew pensive as he studied me, holding me in his gaze. â€Å"Just like you.† I'd been so worried about the artistic challenge that I wasn't aware of just how close he'd moved to me until now. So many details came into focus. The shape of his lips, the line of his neck. â€Å"I'm not dangerous,† I breathed. He brought his face toward mine. â€Å"You are to me.† And somehow, against all reason, we were kissing. I closed my eyes, and the world around me faded. The noise, the smoke . . . it was gone. All that mattered was the taste of his mouth, a mix of cloves and mints. There was a fierceness in his kiss, a desperation . . . and I answered, just as hungry for him. I didn't stop him when he pulled me closer, so that I almost sat on his lap. I'd never been wrapped around someone's body like that, and I was shocked at how eagerly mine responded. His arm went around my waist, pulling me onto him further, and his other hand slid up the back of my neck, getting entangled in my hair. Amazingly, the wig stayed on. He took his lips away from my mouth, gently trailing kisses down to my neck. I tipped my head back, gasping when the intensity returned to his mouth. There was an animalistic quality that sent shock waves through the rest of my body. Some Alchemist voice warned me that this was exactly how a vampire would feed, but I had no fear. Adrian wo uldn't hurt me, and I needed to know just how hard he could kiss me and – â€Å"Oh my God!† Adrian and I jerked apart as though someone had thrown cold water on us, though our legs stayed entangled. I glanced around in a panic, half expecting to see an outraged Stanton standing over us. Instead, I looked up into the terrified face of a girl I didn't know. She wasn't even looking at us. â€Å"You guys won't believe what happened!† she exclaimed, directing her words to our fellow artists. She pointed vaguely behind her. â€Å"Over across the street at Kappa, they found one of their girls unconscious, and they can't wake her up. I don't know what happened, but it sounds like she was attacked. There's police out front and everything.† Adrian and I stared at each other for one shocked moment. Then, wordlessly, we both stood up. He held my hand to steady me until my trembling legs strengthened. I'm weak because of this news, I told myself. Not because I was just making out with a vampire. But those dangerous and intoxicating kisses faded almost instantly when we returned to Lynne's sorority. It was busy with frightened people, and campus security moved in and out, allowing us to step right inside the open door. â€Å"What happened?† I asked a brunette standing nearby. â€Å"It's Lynne,† she said, biting her lips. â€Å"They just found her in an empty auditorium.† Something in the way she spoke made me uneasy. â€Å"Is she . . . alive?† The girl nodded. â€Å"I don't know . . . I think so, but they said there's something really wrong. She's unconscious and looks . . . well . . . old.† I met Adrian's eyes and vaguely noticed he had silver paint in his hair. I'd still been holding the brush when I'd wrapped my arms around him. â€Å"Damn,† he murmured. â€Å"Too late.† I wanted to scream in frustration. We'd been so close to warning her. She'd allegedly left just before we'd arrived. What if we'd come sooner? What if we'd visited her before the other two girls? I'd chosen the order randomly. Worse, what if we'd been able to find her instead of having art time with the drunken sorority girls? What if I hadn't been all over Adrian? Or maybe he'd been all over me. Whatever you wanted to call it, I hadn't exactly resisted. The more we learned, however, the more unlikely it seemed we would've been able to do anything if we'd stuck around Lynne's house and investigated. Nobody knew where she'd gone. Only one person had seen her leave, a girl with curly blond hair who frustrated the campus police with her vague answers. â€Å"I'm sorry,† she kept saying. â€Å"I just . . . I can't remember the girl she left with.† â€Å"Nothing?† asked one of the officers. â€Å"Height? Age? Hair color?† The girl frowned, looking as though she was using every ounce of mental effort. At last, she sagged in defeat and shook her head. â€Å"I'm sorry.† â€Å"Did she have black hair?† I suggested. The girl brightened a little. â€Å"Maybe. Er, wait. It might have been brown. No. Red, maybe?† Adrian and I stepped away, knowing we could do no more. â€Å"That girl seems awfully confused,† I said as we walked back to my car. â€Å"She certainly does,† he agreed. â€Å"Sound familiar?† â€Å"Very,† I muttered, recognizing the signs of magic. No one could deny it. Veronica had been here. And we'd been too late to stop her.

Advantages and Disadvantages of Tourism Systems

Clipper Bay is a place or we can recognize it as a small town, which is situated by the sea on a tip of a peninsular, consisting of approximately five thousand people. According to the information given in the case study, the complete population of Clipper Bay is totally dependent upon the marine life. The whole economy of the Clipper Bay town completely revolves around the marine life and few small scale industries for their livelihood. According to the physical situations the town is completely surrounded by the hills as well as by a beautiful beach view, etc. All most all the families living in this town are completely attached with the business of fishing. Generation to generation are continuously getting attached with the same business for their livelihood. According to the information given in the case study, the town has been granted a budget of approximately $50m for the well-being of the people living in this town as well as for the betterment of the local economy of this to wn. For the economic growth of the clipper bay, according to me, the tourism industry will suit the best for the overall growth of the town. According to the data given in the case study about the clipper bay, it is a town surrounded by hills and beautiful beach. The whole population of this town is completely dependent upon the marine life for their livelihood therefore, for the overall the grown of the economy and for the revitalize process the tourism industry suits the best for the Clipper Bay. The Tourism industry is completely dependent upon the geographical, physical as well as upon the climatic conditions, which are favorable for the Clipper Bay. Tourism industries are one of the fastest growing industries nowadays. In the category of industrialization, setting a tourism industry is one of the greatest ideas for the people of the town and for the tourists as well. As we know, the Clipper Bay has been granted by a fund for the economic growth and the tourism industry will provide jobs to the people and helps them in the growth of their own business both by the internal as well as by the external factors. Tourism ha s a large number of impacts on the society like some sort of loss to the cultural heritage, degradation of ecological factors, dislocation of social factors, etc. The cost benefit analysis helps the management of an industry in assuming the actual benefits to the industry to the total cost ratio. This ratio of the total amount of benefits to the total cost invested by the industry is critically evaluated by the cost benefit analysis. With the help of the cost benefit analysis the management can easily control its overall profit ratio regarding to the investment being made by the industry. This analysis helps the management in various forms regarding to the efforts and the cost involved or invested for introducing the process of economic growth (Sewell & Marczak, 2008). The main objective for a sustainable tourism is to support the various problems arising at the time the establishment of a tourism industry in a new location or at a new place. Various problems can be faced by the management like problems related to the social equity, problems related to the environmental conditions, etc. It is one of the major responsibilities of the management to guide the people about the industry in a proper and easy way and make them clear about the various benefits regarding to the welfare of the population living in the town (Fien, Calder, & White, 2010). The management needs to follow a particular strategy for the successful accomplishment of the various tasks like rising the value of the tourism, various advantages and the disadvantages of the mass tourism, advantages and disadvantages related to the ecotourism, etc. all this helps for the welfare of the industry and for the people living in the Clipper Bay. A sustainable tourism can be described as a tourism, which neither affects the environmental conditions of the location nor the social and cultural activities of the various communities related to the tourism industry on the regular visit of the tourists from across the world. On the other hand, we can also say that a sustainable tourism industry should be beneficial for all, i.e., for the tourists, for the surrounding environment and for the various local communities those are attached to the industry. A successful tourism industry works for the overall growth by providing different- different incentives to the employees for protecting the various heritage locations and the environment. This tourism industry will provide a large number of jobs to the people living in the Clipper Bay. Various consequences are necessary for the growth of the industry as imagined by the management for the upcoming decades. Infrastructure is required in a huge amount for the protection purposes of the complete system and for the protection of the surrounding environment. All of the infrastructure should be used in an appropriate manner, so that it can be utilized in such a way that no compromises should be faced by the future generations. Making the use of latest technologies in the transport sector is one of the major reasons for enlarging the tourism business on a world- wide level. Stability regarding to the relative political bodies has made people feel safe for moving from one place to the other for a long period of time. Holidays and the various leisure facilities being provided by the tourism industries helps in encouraging the people and attracts more and more people towards itself. Benefits and Problems regarding to the tourism give us a complete description about the various positive and negative impacts of tourism industry. A sustainable tourism is responsible for providing a large number of jobs to the people living in the town by creating a large number of jobs within the industry itself. The management of the industry has to keep an eye on the various benefits being provided to the staff as well as to the other people related to the industry. By providing various facilities regarding to the safety of the cultural heritage properties and the various living bodies getting affected by the environmental conditions helps the management in successful running of the industry. Mass tourism has a bad impact on both the environment as well as on the local people so it is the responsibility of the tourism industry to manage all the circumstances carefully. Economically sustainability completely depends upon the appropriate development, equity and peace. The involveme nt of the local representative is must for the successful growth of the tourism industry and it should also fulfil the daily needs of the various local bodies attached to the industry. The enforcement regarding to the minimum wages of the labor is must as it is already defined by the labor union. Special training programmes should be introduced by the management from time to time for guiding the new employees that how they have to interact with the tourist visiting to their place (Srinivas, 2001). Advantages and disadvantages of developing tourism at Clipper Bay is that it will provide employment to the people living there. Employment will act as a good source of income for the local people. Various businesses related to the tourism like airlines, hotels, Land transport facilities, etc. will also get a huge benefit from this. Tourism also provides various chances of collecting foreign exchange when a large number of tourists visit the Clipper Bay on a world-wide level. All these factors will help in the development of overall development of GDP of the country and it can also provide a good income to the people those who will guide the tourists about that place (Goodman, 2016). Economical disadvantages of the tourism are that they will affect the natural surroundings of the place. Attention towards the local architecture will decrease in the mass tourism days. For attracting more and more tourists towards this place, modification is necessary for which, a huge construction is r equired and for those construction purposes a large number of trees will be destroyed which surely affects the nature. All the construction processes will surely damage the wildlife parks and the hills surrounding the Clipper Bay, which will lead to affect the complete environment of the town. Socio- cultural advantages and disadvantages of developing the tourism industry at Clipper Bay will help in the overall development of the infrastructure, i.e., it will help in developing the roads, it will provide water facilities to the people, electricity will be provided to the people living in Clipper Bay, etc. The tourism industry will help in the cultural reservation by providing various economic incentives for the preservation of the food, active participation of all the people in the various local festivals depending upon the different cultural circumstances. It also provides security to the fashion and physical history of the place. Best class health care services will be provided to the people at their own place or we can say that at their doorstep (Lymos, 2014). On the other hand, there are a large number of disadvantages like destruction to the various cultural factors like different type of loss to the local language being used by the people, the loss to the religion be ing followed by the local bodies, destruction of the variety of rituals, etc. It also creates various chances of menial services, prostitution, gambling, drug trade, etc. These all factors are also responsible for diverting the young people from their studies, which will lead to an unrealistic change in the society. Environmental advantages and disadvantages of tourism play a vital role in the tourism industry. As we know, the natural environmental conditions as well as the man made environmental conditions, both have a huge impact on the tourism industry. We can say there is a complex relationship between the tourism industry and the surrounding environment. For the development of the tourism at the Clipper Bay, various types of modification are necessary, which affects the complete environment of the Clipper Bay. Mostly the environment id disturbed due to the construction processes being carried out at each and every location of the place (Johnson, 2014). For providing a large variety of facilities to the tourists a large number of resorts, hotels, shops, restaurants, etc. are continuously being constructed due to which the complete environment has a large number of bad impacts on it (Mozer, 2016). On the other hand, the tourism industry is very beneficial for the Clipper Bay, because the tour ism industry actively participates for the protection of the environment and for the conservation processes. It plays an efficient and an effective role in creating awareness among the local bodies regarding to the various important environmental values. The tourism industry also helps by serving the society with employment facilities and by providing various chances for the financial growth of the people (Theuns, 2015). The tourism industry provides a large number of facilities to all the local bodies by providing them a large number of jobs. The tourism industry helps in the overall growth of the Clipper Bay by attracting a large number of tourists towards the Clipper Bay. By making the use of a particular strategy, the tourism industry helps in the overall growth of the GDP of the country. Due to the tourism industry, the country got a chance for collecting a large amount of foreign exchange at the time when a large number of tourists visit the Clipper Bay from different countries across the world. For the successful running of the any of the tourism industry, it is necessary for the management to take some strict actions for the sake of the environment. They need to actively participate for the conservation of the various cultural activities, rituals, etc. to which the local bodies are attached from a long time. They need to take care of the heritage properties, hills, beach, marine life, etc. by which the Clipper Bay is completely surrounded. The main objective of the tourism industry is to fulfil all the needs of the tourists and to provide them a good quality of products and facilities. Fien, J., Calder, M., & White, C. (2010). Sustainable tourism: Introduction. Retrieved from https://www.unesco.org/education/tlsf/mods/theme_c/mod16.html Goodman, P. (2016, October 03). The Advantages and Disadvantages of Tourism. Retrieved from https://soapboxie.com/economy/Advantages-and-disadvantages-of-tourism Johnson, M. (2014, June 10). 8 Disadvantages of Tourism: The Dark Side of Vacations. Retrieved from https://blog.udemy.com/disadvantages-of-tourism/ Lymos. (2014, November 23). Advantages and disadvantages of tourism. Retrieved from https://lang-8.com/1081094/journals/285389197148769664057495239465567738508 Mozer, D. (2016). Tourism Development: Outline of Advantages and Disadvantages. Retrieved from https://www.ibike.org/encouragement/travel/tourism.htm Sewell, M., & Marczak, M. (2008). Using cost analysis in evaluation. Retrieved from https://cals.arizona.edu/sfcs/cyfernet/cyfar/Costben2.htm Srinivas, H. (2001). Environmental impacts of tourism. Retrieved from https://www.gdrc.org/uem/eco-tour/envi/ Theuns, H. (2015, January 12). Globalization and Tourism: Pros and Cons. Tourism Recreation Research, 33(1), 99-105. Retrieved from https://www.tandfonline.com/doi/abs/10.1080/02508281.2008.11081294

Media, Culture, and Modernity Essay Example | Topics and Well Written Essays - 2500 words

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Envision a business you would like to own that would employ at least Research Paper

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Safety Management Practices Research Paper Example | Topics and Well Written Essays - 1250 words

Safety Management Practices - Research Paper Example The present study of Wachter et al., analyzing the works of Bliese and Jex (2002) stress upon the reality that it is important to realize that a form of context is not represented by these practices that involve perceptual practices of the workers, including management commitment and safe environment. Consequently, measures that delve into the perceptions of the employees can be regarded as the outcomes of the objective safety management practices that are being implemented (Wachter & Yorio, 2014, p. 119). These researchers argue that measures which examine the perceptions of employees can be considered as the consequences of safety management practices that had been implemented in the workplace. This study supports the hypothesis that interventions with employee perceptions can be deemed as the consequences of fair safe management practices implemented in the workplace. In another study, Ford and Tetrick (2008) emphasize the importance of evaluating the manner in which behavioral fa ctors integrate into a wider safety intervention system. The control of workplace hazards is effected via several interventions. The latter can be categorized as, eliminating the hazard, preventing access to the hazard, and assisting people in acting safely and thereby averting injuries and hazards. The first class is that of eliminating hazards by replacing hazardous materials with non-hazardous materials and altering the environment, processes, and tools. This has been recognized as the optimal alternative.

Managing fo results Essay Example | Topics and Well Written Essays - 2500 words

Managing fo results - Essay Example The research revealed the existence of several cultures and subcultures in Widney Cabs Ltd that matched the theoretical models developed by both Schein in the three level of classification i.e. Assumptions, Values and Artefacts and Denison’s classification that outlines four attributes namely: Involvement, Consistency, Adaptability and Mission. This study will evaluate and assess the different aspects of organizational culture that exist in Widney Cabs Ltd. The study examines these culture(s) and sub cultures in light of the relationship with models or classification from academic literature, existing knowledge and theories on organizational culture. Jacques (1951) defines organizational culture as the customary or traditional ways of thinking and doing things common to most members of an organization. There exists a significant level of formal knowledge on the subject of culture(s) and sub-cultures that exist in organizations and their effects on the organizational behaviour. Founders and leaders of organizations create these cultures, which are then developed and sustained by people. Organization’s executives generate and impart the organizations ideals. They also promote the core values that convey inclination to certain behaviors or effects. Norms on the other hand express acceptable ways of achieving set goals. Studies have shown that the development of organizational culture requires interaction within the membership. (Louis, Posner, and Powell 1983). According to Schein (1985), there are three levels of culture,the basic being Assumptions that form the foundation of culture. These assumptions are unconscious beliefs, thoughts, perceptions, and feelings. Next to these are the espoused values that consist of goals, philosophies. Lastly are the artefacts, which are physical manifestations, which may not be obvious to a lay observer of organizational

Delta Airlines Research Paper Example | Topics and Well Written Essays - 1750 words

Delta Airlines - Research Paper Example Generally a fluctuating exchange rate exists between dollar and euro which implies that one euro is not always equals to one dollar. Hence Delta Air Lines in order to finance its day to day operations has to exchange the euro for the dollars. The airline can be at a disadvantageous or in an advantageous position depending upon the current market situation. This leads to distortion in the earnings of the airlines as the currency exchange affects the revenue of the company. If euro is high as compared to dollars then while Delta Airline is converting its earning, which is from euro to dollar then the company will be able to benefit from this situation. Like for instance if 1 Euro = $ 1.20, then for every euro the company will get more dollar than what it had got if the situation is just reverse. Therefore, cost incurred in monetary terms by the company is of less or more value than company’s income recognized in monetary terms depending on the market condition. The airline compa ny engages in currency hedging in order to mitigate currency risk. Currency hedging signifies protecting against the fluctuations in the exchange rates by locking in a particular exchange rate or a series of exchange rates (Vasigh, Fleming & Mackay, 2010; Papaioannou, 2006)). Delta Air Line participates actively in the Fuel hedging program in order to manage the fuel price risk. This program helps in reducing financial impact that occurs due to change in the price of jet fuel. Different commodity and contract types are used in this fuel hedging program. The economic efficiency of the hedge portfolio is evaluated on a regular basis with the financial targets of the company. According to the prevailing market condition the hedge portfolios are rebalanced,... This paper stresses that there are a number of facilities that are provided by the airport where the airline operates. The airport looks for increasing their total income from commercial sources that creates both concession fees and rents. The rental income arises primarily by renting and leasing the space either directly or indirectly to the airport users like the handling agents, freight forwarders and airlines. On the other hand, concession fees are payment made by the service providers to the airport authority. Delta Air Lines that is operating in various countries also pays rent to the airport authority for using their space. The rent that the airline pays depends upon the area occupied by the company and the number of facilities operating in the airport. This essay makes a conclusion that the international operations of the company are subjected to competition from both foreign and domestic carriers. In such a scenario, the airline in order to operate profitably has entered into alliance with foreign carriers in which they have implemented code sharing and marketing agreement that in turn will increase the ability to sell international transportation and go beyond the traditional gateway cities like Asia and Europe. At the same time the other airlines that have entered into alliance has also benefitted from the alliance by entering into US market. Apart from this, the company is also heavily dependent upon technology for their day to day operations.

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Research Paper on Americans with Disabilities Act Essay Example for Free

Research Paper on Americans with Disabilities Act Essay Before starting this class and especially the research paper, I knew very little about the ADA. During the period of research and writing the paper I hope to obtain a better grasp on the ADA in general. But I also hope to learn some things that my current place of employment can improve our standards when it comes to those with disabilities. The ADA was signed into law on July 26, 1990 by then President George H. W. Bush. It prohibits discrimination based on disability and only disability. It is fairly similar to the Civil Rights Act of 1964. Implementing the Americans with Disabilities Act. Blackwell Publishing. General Discussion Analysis The Americans with Disabilities Act of 1990 (ADA) is a civil-rights law that was passed on July 26, 1990 (Acemoglu). Kathryn Moss suggests that the ADA is arguably the most important civil rights law for people with disabilities and the most significant since the Civil Rights Act of 1964. The ADA is a federal legislation that forbids discrimination of various sorts and allows the 43 million Americans with disabilities an equal opportunity for employment and services. It provides fairly similar protections against discrimination to Americans with disabilities as the Civil Rights Act of 1964, which made discrimination based on race, religion, sex, national origin, and other characteristics illegal. The Merriam-Webster dictionary defines being disabled as â€Å"incapacitated by illness or injury; also physically or mentally impaired in a way that substantially limits activity especially in relation to employment or education. The law was written enable people with disabilities to not only enter the job market but to also remain employed. In the late 1980’s, a House of Representatives report came to a conclusion that more than 8. 2 million disabled individuals were unemployed despite their desire to work. Also, those disabled individuals earned 36 to 38 percent less than their counterparts (Faillace). According to Gary Dessler, â€Å"employers with 15 or more workers are prohibited from discriminating against qualified individuals with disabilities with regard to applications, hiring, discharge, compensation, advancement, training, or other terms, conditions, or privileges of employment. It also says that employers must make ‘reasonable accommodations’ for physical or mental limitations unless doing so imposes an ‘undue hardship’ on the business. † It not only prohibits discrimination in employment but also outlaws most physical barriers in public accommodations, transportation, telecommunications, and government services. Although the ADA does not specifically list any disabilities, the Equal Employment Opportunity Commission’s (EEOC) guidelines state that when an individual has a physical or mental impairment that substantially limits one or more major life activity then the individual is in fact disabled. It goes on to state that impairments can include any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of several body systems, or any mental or psychological disorder (Dessler). Among the protected classes are persons with AIDS and substance abusers who are in treatment. Some 50 million current or potential workers are estimated to be covered by the laws provisions (Columbia Encyclopedia). However, the act does list some conditions that are not to be considered as disabilities. These include â€Å"homosexuality, bisexuality, voyeurism, compulsive gambling, pyromania, and certain disorders resulting from the current illegal use of drugs† (Dessler). The act has already been much litigated. In 1999, for instance, the U. S. Supreme Court ruled that correctable conditions like eyesight requiring the use of glasses do not qualify as disabilities under the act, and a 2002 decision established that a disability must limit a persons ability to perform tasks of central importance not just in the workplace but in daily life (Fielder). Studies suggest that the number of disabled persons entering the workforce has not improved significantly, and that a contributing factor may be their reluctance to lose other benefits available to them on the basis of their disabilities (DeLiere). Although the President’s Committee on Employment of People with Disabilities reports that the cost of making an accommodation for an employee with a disability averages around $200 per employee with many costing less than $50. But espite this relatively small cost, many employers are still stereotyping disabled individuals and fear that the accommodations may disrupt the workplace (Blanck). Dale Brown states there are several myths regarding the Americans with Disabilities Act. He says the â€Å"ADA does not give you the right to a job because you have a disability. You must be qualified and compete and you may be rejected from a job just like anyone else. It does not give extra points in getting a job, the ADA is not an affirmativ e action statute. That is, its not intended to make up for past discrimination by requiring the employers hire a certain number of people with disabilities or giving them incentives to do so. It also does not allow any special privileges on the job. Although sometimes reasonable accommodation might look like special privileges to other people, you have the same responsibilities and challenges as your fellow employees. † In essence, you still must be as qualified or more qualified than a fellow prospective job applicant in order to receive the position. There will be no punishment for the employer if the disabled applicant is not hired because of the two applicant’s qualifications. TITLE I-Employment Title I of the ADA contains the law’s employment provisions. This is where the law states that private employers (the exact term in the law is covered entity) with 15 or more employees must not discriminate against qualified individuals with disabilities. A qualified individual is a person that can perform the essential duties and functions of a job or position with reasonable accommodations. One may see a potential loophole with the act based on those two words â€Å"reasonable accommodations. † The definition of reasonable accommodations along with any other possible complaint against a company is taking on a case by case basis. But such accommodations are required only if making them does not place an undue hardship on the employer (Moss). Title I applies to all aspects of one’s job including application procedures, hiring, promotion and discharge, worker’s compensation, job training, and more (Blanck). Another aspect of the job that is covered under the ADA is if a prospective job applicant is related o or associated with a person who has a disability. For example, if an employer will not hire someone because they may think the prospective applicant would be too consumed with taking care of the disabled person, it would be illegal for the employer to not hire the applicant for that reason (Brown). Cases filed against employers regarding Title I te nd to be not cases about fact but rather about personal and social attitudes because they tend to involve the â€Å"states of mind of the various players in the story† (Krieger). Krieger goes on to state that juries and judges are asked to imagine the state of mind of an employer who was faced with hiring an applicant or not hiring an applicant that is, for example, obese. Or to fire an employee who has â€Å"nonsymptomatic AIDS. † In many cases it comes down to the personality and presentation of the person or persons under trial rather than the facts, because there may not be any facts, just allegations. An employee must perform the essential functions, those activities that are intrinsic to a job. The essential functions are determined individually for each job. However, an employee is still considered as a qualified candidate or employee if it only takes reasonable accommodation to meet the functions of the job. According to Dale Brown, making reasonable accommodations usually means â€Å"removing obstacles from the job, the workplace, or the terms and conditions of employment that would otherwise prevent an otherwise qualified person with a disability from doing the job. † He goes on to give an example of what reasonable accommodation may be. He states that computers and calculators are reasonable accommodations that may help many people whom have learning disabilities or dyslexia with routine arithmetic and proofreading functions. Also, in order for an employer to make these reasonable accommodations to the workplace, they must have knowledge of the disability of the applicant or employee. If the employer is not made aware of the disability they may not be held responsible for any discrimination. The discrimination can not take place until the disability is actually disclosed. Even then, the employer is legally allowed to ask for medical documentation and evaluate it before they determine whether or not the request is appropriate (West). Meaning, the burden of proof that the disability substantially limits a major life role lies on the applicant or employee along with their health provider. Not only must the health care provider and applicant or employee prove that a disability is present, but must also prove that the requested accommodation is a necessity to perform their job. If the employer will not make the accommodations, the applicant or employee can pay for the accommodation out of their own pocket. Ruth Colker states that if an applicant or employee offers to pay for the accommodation, the employer can not say no unless it is disruptive. So again, it is up to the jury or judge to determine what is and what is not disruptive. This is again why each ADA case or complaint is handled differently and there is no real precedent in these cases. TITLE II-Public Services Title II has two different sections. One that covers public entities and the other is specific to public transportation provided by public entities. The section that covers public agencies includes local, county, state government and their departments and agencies. Title II covers all activities, services, and programs of the public entities (Americans). The first section includes entities like schools, city governments, and fire stations. Accessibility means that each program is readily accessible to and usable by individuals with disabilities. Program accessibility is necessary not only for individuals with mobility impairments, but also for individuals with vision and hearing impairments (Americans). Meaning leaders of the entities need to consider not only physical obstructions such as doors and restrooms but also visual and hearing barriers such as accessible building signage, public telephones and alarms with visible signals. The second section, which covers the public transportation of the aforementioned public entities, includes services operated by state and local government by regulations of the Department of Transportation. It also includes facilities used for the public transportation systems such as bus stations, railway stations and airports along with vehicles used in public transportation (Americans). Again, the basis for this title is that no qualified individual with a disability will be subjected to any sort of discrimination by a public entity. It also states that the individual not be deprived of any benefits of services or activities of the public entity due to the disability as well. Any sort of accessibility or service that is lacking from any of the public entities can be considered discrimination regardless of who it actually affects. TITLE III- Public Accommodations Title III of the ADA is the title that applies to private entities such as hotels, stores, gas stations, etc. It is very similar to Title II just in regards to the different type of business entity that it covers. It prohibits discrimination on the basis of disability by public accommodations and also in commercial facilities (Brown). It also prohibits the discrimination on the basis of disability by any person who owns or operates a place of public accommodation. However, entities that are controlled by religious organizations, including places of worship, and private clubs are both not covered by Title III. Although private clubs are not covered, their facilities are made available to customers of a place of public accommodation (West). The public accommodations must also provide auxiliary aids and services when they are necessary to ensure effective communication with those with hearing, vision, speech, or similar impairments. TITLE IV- Telecommunications Title IV of the ADA requires that all United States based local or long distance telephone services must provide a relay service for those individuals that are deaf or hard of hearing along with those with speech impediments. Also, people with TDD’s (Telecommunications Device for the Deaf ) and TTY’s (Teletypewriter) who are calling those with out TDD’s or TTY’s and vice versa can make a call through a relay service. The relay service will transmit the call using TDD/TTY or voice depending on the need (Joffee). Today, there are multiple sources of TDD’s and TTY’s available through the internet using broadband connections. TITLE V-Miscellaneous Provisions Title V includes miscellaneous provisions that relate to the application of the ADA. Some of the more notable provisions are: †¢Ã¢â‚¬Å"The ADA shall not be construed to apply a lesser standard than that already in existence under Section 504 of the Rehabilitation Act of 1973 or to invalidate any state or local laws which have stricter provisions. †¢The ADA will not prohibit an insurance company from using sound actuarial data to administer risks, even if the effect is that people with disabilities will be charged more or denied coverage, but it must not be used as a subterfuge to deny coverage. †¢The ADA shall not be construed to require a person to accept an accommodation† (Acemoglu). Conclusion The ADA was instituted to help even the playing field for those with disabilities. But in some ways it has actually discouraged employers from hiring candidates with disabilities due to the perceived extra cost and effort it would take to hire a disabled person. Another reason for criticism is that many lawyers have made a living out of suing non-compliant businesses. There has also been research that concludes the number of disabled employed has actually declined significantly since the passage of the ADA. So while the ADA was instituted for all the right reasons, maybe the plan hasn’t been perfected and it is lacking some effectiveness to date.

Unforgettable Moment Essay Example for Free

Unforgettable Moment Essay When I arrived at the area of the stadium I saw hundreds of peoples. A lot kinds of peoples. All of them have look very happy. At that time, with age as young as I, I feel so excited and enthusiasm. My whole body also able to taste it. The area of the stadium is full with stall, stall that sold everything that connected to football such as jersey, football merchandise, teams flag and many else. I also do not miss to get my favourite team jersey which is Selangor FC and also well-known as The Red Giants. After satisfied walking around the stadium compound. Me and my brother decide to enter the stadium. After my first food step in the stadium the feel of excited strike me again. If the outside of the stadium I can see hundreds of peoples, at the inside I can see thousands of peoples. The place is so crowded and noisy, when I talked to my brother he cannot hear what I am talking about even he is right next to me. After take a seat, I saw every corner of the stadium and the stadium is so huge . At that moment, I bet this must be the biggest stadium in the world. Before the match started all peoples in the stadium need to stand up and sing the national anthem, Negaraku . I sing it with enthusiasm. My adrenalin is rising at the moment. The national anthem ends with a thunderous applause by supporters who come, and again the feel of excited strike me again. Match on that day involving Selangor FC and Perak FC. During the match I did not stop cheering for my favourite team. I think I almost lost my voice on that day. After the 90 minute full game, whistle is blown and match that day ending in a draw. Although the match ending in a draw which do not affect my enjoyment of the day. After all, I back home with feeling very happy. When I arrived at home and I rewind what just happened to me will become my special moment in my life, and guest what, I am true ,the first experience to step foot in stadium watch my favourite team play has become my unforgettable, sweetest and special moment to me until now, and probably until forever.

Issues with Offshore Call Centres

Issues with Offshore Call Centres Advancements in communications, software development and other technologies have enabled practically every type of business to expand its services to off-shore locations with the probable choices of countries where both the infrastructure and specific needs of the clients can easily be met. Examples of such services include but are not limited to call-centers, as also the subject of our present dissertation, back office operations, insurance claim processing, revenue accounting as well as web/digital development. Indeed one of the successful areas have the disciplines which involve information technology (IT) related services, making it a crucial element and part of a value chain for present day businesses.  These IT enabled services and business processes are generally sourcedfrom a location where the end-user are not located, hence the remoteprovision of such set of services. The concept behind this phenomenonis to deliver services from off-shore locations using the state of thea rt technologies in communication, also called data networks which mayinclude wireline or wireless. Thus, clients or customers are providedthe same set of services or business processes from workers or subsidiaries based in offshore locations. An example to this respect is that of serving the clients of a multinational in the United Kingdom,where as the individuals involved in serving these clients are located in far off region such as India. In such an environment, there is noneed for the British clients to know about the whereabouts of the individuals serving their particular needs, nor is it necessary for theworkers to divulge such information to the British clients. The gap between the clients and the workers in such a situation is fulfilledthrough the modern forms of communication software. These software enable a British caller for example to place a call to India, withoutrealizing that the call has actually been made to India and in responsean Indian worker will respond to the said query of the British callerrespectively. The objective behind the entire exercise of outsourcingand running an offshore facility by a business operating in the UnitedKingdom or the United States of America is truly economical. As theparent company has to spend only a fraction of the amount otherwiseneeded to run and operate the same set of services in their homecountry (UK or the United States of America). As the global businesses move ever closer to globalization and spreading their business wings in practically every corner of theglobe, outsourcing or setting up off-shore facilities has indeedemerged as one of the fastest and perhaps most successful modes ofaspects of a business value chain. Some of the primary reasons for the immense popularity of the outsourcing include increasing levels ofproductive through measures that are both cheap as well as efficient.Above, all where companies maintain their level of excellence in theservices and businesses processes offered to their clients, the phenomenon of outsourcing has added tremendously to their pool of revenues. One of the first aspects business seek in setting up an offshorefacility is the requisite level of skilled manpower, which is todayavailable in huge quantities in a number of third world countries. Thisskilled manpowers primary and basic requirements include individuals who can speak excellent English, are highly quality conscious, as wellas computer literate. These criteria are found in ample quantify incountries such as India, which has attained the status of being thenumber one choice for companies the world over. Another importantcriteria which business organizations in the Western countries seek arethe factor of cost, as also the largest and most important element inthe entire outsourcing decision. A brief comparison of the wages ofqualified personnel in the United Kingdom or for that matter in theUnited States of America with qualified personnel in India shows thatthere is a huge difference ranging from 70-80 percent. This hugedifference automatically calculates into a net savi ng of 50-60 percentfor the company based in United Kingdom or the United States ofAmerica. Then there is the aspect of customer service and delivery,which accounts for a major element in any business. This particularaspect has been more than emphasized by majority of the businessorganization with their headquarters and principle offices in thewestern countries. The maintenance of exceptional standards and qualityin both the deliveries of services and business processes ensures thatclients and customers alike remain content. It is these set of reasonsthat more than serve as potentials and viable options for setting upoff-shore facilities for products and services for companies, inparticular those with principle bases in the western countries. A briefsurvey of the Fortune 500 companies revealed that more than 200companies from this elite list had already set up their off-shorefacilities in a country where the availability of the above set offacilities had more than provided for their continued and progressivesuccess over the years. (Youndon, 2004) As reiterated in the above lines, the outsourcing phenomenon andsetting up of offshore facilities in a more economical and professionalenvironment is increasingly revolutionizing the entire mode of runningand operating businesses. This is not only in the United Kingdom, theUnited States of America, but in a number of countries of the Europe aswell. The majority of the focus is however limited to the countrieswhere English is the first language spoken, and where the entireclient/customer base is English speaking. It is precisely thiscriterion of the English language that both the United Kingdom andUnited States of America have found third world countries where Englishhas reached the standard and status equal to or nearly equal to thestandards found in the said western countries. The fact that Indiabecame a number one choice in approximately a decades time isprecisely the reason as Indian government and the public both havefocused on making their populations excel in the English langua ge, aswell as the various basic forms of computer literacy. Youdon, E., writing in his book Introduction to Outsourcing printedby Prentice Hall quotes studies carried out by an American surveygroup, Cutter Consortium notes that outsourcing has become amainstream phenomenon in the period between 2000 and 2004. The samesurvey also revealed that, unlike the dot.com bubble of the 1980s, thisphenomenon shown no signs of recession. On the contrary the high-techboom initiated by the outsourcing phenomena will more than likely takeon the shape of a permanent trend, one which will keep on increasingwith the passage of time.   (Youndon, 2004) The survey by Cutter Consortium also showed that the rising trends ofoutsourcing has led to extremely high levels of unemployment in thecomputer industry of the United States of America, and in additionthere has been a gradual shift of tens of thousands of IT related jobsto countries such as India, the Philippines, Russia, and China. Thus,one may note that though setting up of offshore businesses has led to atremendous boom for companies and organizations in the UK and theUnited States of America from every practical perspective. The sametrend has resulted in the rising levels of unemployment, particularlyin the US, as also mentioned in the preceding paragraphs. A brief into the not so recent history, say the decade of the 1990swould reveal that even the largest of multinational companies couldnever have imagined, and for some it was a radical thought to moveentire departments from hub of US cities to for example the city ofBanglore in India or to Moscow in Russia. However, the age-old conceptof savings and down-right economics led the path to seekinglower-paying employees, yet this was truly difficult as the advances intelecommunication technology and requisite levels of computer literacywas still a far-off dream for countries such as India and Russia. However, only a decade later, in 2002, there have been such tremendousdevelopments and rising levels of computer literacy, as well as commandover English language in the said countries. This has been combinedwith the simultaneous advances in technology, which duly raised thedemand for offshore facilities. The same offshore facilities has nowreached some 28 percent of the entire IT budget for Europe and theUnited States, a mark reached within two years from 2000 to 2002. Asalso confirmed by the findings of Forester Research in their 2002survey, the allocation of major IT budgets for offshore facilities willlikely increase by a significant percentage in the coming years. Asimilar survey carried out by Gartner Group showed that by year 2004,some 8 out of every 10 CIOs in American organizations had receivedorders to set-up a part, if not entire technology service department tooffshore facilities. The same studies also confirmed that 4 out 5companies would already have taken the step by t he end of year 2004. To name only some of the famous American names who have already set upshop in the different cities of India, Russia, Eastern Europe and Chinainclude computer giants such as IBM, Microsoft, Oracle, Unisys6, andDell. Also included in the list of companies who have established callcenters in above said countries are a number of banks, firms based onthe New Yorks Wall Street, insurance companies, as well asmultinationals such as General Electric who serve their clients with atruly information-intensive network and IT departments. Credit-cardcompanies, consumer appliances companies as well as a number of otherindustries have also established offshore call centers. (Robinson andKalkota, 2004) The offshore facilities of business organization, irrespective of theirorigin in the United Kingdom or the United States of America haveattained the status of the principal phenomena, as also reiterated inthe above paragraphs. Majority of these who have set up shop asoffshore facilities are those involved in software development,maintenance, project management, and it is these particular segments ofIT industries that are earmarked to witness tremendous growth in thecoming decades. Unlike the dot-com bobble of the 1980s decade, thereare no signs that these phenomena of outsourcing, including callcenters will likely see a period of recession in the near future.However, there are questions put up by economic pundits, such as thelikelihood of leveling off, say at 10 15 percent or at a higher levelof 50 percent with the focus on overall employment within the sameindustries. The answers to such queries are the same, which is thecontinued growth and competition will remain and serve as the principletrigger for this spate of continued growth. Taking an insight view of the number of industries which haveestablished call centers in far off and remote regions/countries, itwould be evident that majority of them fall in the category ofknowledge based industries. The phrase of knowledge based industriesis coined precisely to make a distinction with other industries as callcenters are providing just this. They are providing services withstrong points in just two areas of expertise; first is their computerliteracy and second is their command of English language. Thus, one maynote that these two aspects are the core, and perhaps the pivotalreasons for the tremendous success of the call centers, aside from thecost factors for the parent companies based in the United Kingdom orthe United States of America. A brief on the US companies in search of setting up call centers asoffshore facilities shows that they are deemed as innovators in thisparticular phenomenon of outsourcing. In doing so, these companies takeinto account three principle aspects, which also serve as potentialconflicts with the consumers. One of the first aspects which assists these businesses is theeconomics and high speeds offered in the telecommunication and Internetfacilities for call centers, as compared to similar facilities say adecade ago. Examples to this effect include mortgage-approvaldepartment of a business which wishes to set up a call center facility,as the business would be least concerned whether it is a technologicalpioneer or not. Similarly such businesses need not worry about the highcosts incurred in advanced telecommunications which may otherwise wipeout any savings achieved from strategy of employing low wage employees.(Youndon, 2004) Second aspect which serves as a conflict between the businesses settingup call centers through outsourcing and their consumers the widespreadknowledge about the phenomena of call centers and outsourcing. Even ifone were to compare the increasing awareness and knowledge about callcenters with that of, for example a decade ago, it would be evidentthat little was known. For example call centers now include in theiragenda conferences held amongst the various call centers throughvideo-phone, or even video conferencing; the increase use and knowledgeof consultants for call centers who assist in such processes asselection of vendors, negotiation of contracts, and management ofadministrative and financial details. In this context, the overwhelmingwave of information at the disposal of these new breed of consultantsin the call center business may not necessarily guarantee the successof the respective call centers. However, they do enjoy an edge in areasof advice and guidance as compared to th eir counterparts in the ITarena (for example data entry operators/pioneers), say a decade ago. The third aspect which serves as the conflict between the businessesand their consumers over the call centers and outsourcing is theincreasing pressure to investigate into the affairs of the outsourcebusiness, or the call center in our case study. A decade ago, the casewas somewhat opposite, as there was little or no pressure toinvestigate the activities of the outsource businesses. One may notethat the decade of the 1990s was indeed a boom time for a number ofcompanies, and the general atmosphere was one of generous wages and asteady growth of employment. This trend was augmented by competition atthe global level, which also witnessed a steady growth of outsourcingbusiness the world over. Yet, the single most factors that perhapsserved to halt this growth was outgrowth and rising global demands forgoods and services, which outstripped supply. It would take a decade,when this rising demand of goods and services was be somewhat matchsupply, a phenomenon which we presently witness in e ntire outsourcingincluding call centers in the third world countries. Thus, present conditions on the call center arena the world over showthat supply is more than the demand for goods and services. It isprecisely this reasoning, that majority of the companies wishing to setup a call center now have a greater choice to select workers andregions where workers are least expensive. This is more commonlyobserved in the knowledge-based industries, which also includes thecall centers of India, Russia, Philippines, and China. As also a stateof conflict between the companies and their consumers, the first(businesses) are now more pressurized to cut back on costs due tofierce global competition, hence the search for ever more cheaperknowledge based labor force with less demanding working conditions andlow-paying employees respectively. The above section has briefly discussed the phenomenon and trends thathave become a mainstream for call centers, as also some of the businessperspectives from the point of those companies wishing to set up callcenters for economic reasons, competition, and growth of theirrespective organizations. However, the segment of consumers too is ever important and perhapscrucial element of a call center business. As it is the presence ofconsumers for whom the call centers emerge in the first instance.Since, majority of the consumers belong to countries where Englishlanguage is the first language, the emergence of call centers withEnglish language speaking employees is indeed a pre-requisite. The highwages prevalent as well as demanded by employees in the Englishspeaking countries including Canada, the United Kingdom, and the UnitedStates of America has forced large number of companies to outsourcetheir businesses, in part if not in whole to regions and countrieswhere is ample availability of less paying employees, yet havingcommand of the English language and are computer literate. For this theprobable choice falls on countries such India, the Philippine, theRussia and China. However, the standard and expertise of language orcomputer literacy are not the only factors, which make an ou tsourcingorganization successful. In this respect, the consumers as the principle beneficiaries of callcenters have a rightful demand to obtain services and products that areof optimal quality; a set of factors that has been somewhat left out bythe companies operating call centers in remote regions of the world. Aprime example to this effect can be observed from a complaint from agroup of consumers against call center operators and their employees,which duly resulted in a ruling from a court of public opinion with thefollowing wordings; You have no right to bother us and leave us dangling. And if we dobusiness with you, your word isnt good enough. You have to prove it. Though the above ruling is only a hint at the prevalent unease on thepart of consumers, yet this more than provides for call centeroperators and businesses to polish up their role in the provision ofgoods and services from offshore facilities, and through the use ofemployees with a little different accent, and perhaps little knowledgeon the actual complaint or command when calling up potential clients. The consumers at the end of call centers have also found strongfootings from both the laws and regulations, which have more, thanrestricted the activities of operators of, call centers. This can beobserved in the new set of US Federal regulations which place a limiton call abandonment rates, caller ID blocking, as well as demandinbound upsetting agents to ask consumers for their account IDs, andabove all to record those calls. A similar act favouring Th consumersis the Do-Not-Call or (DNC) registry which may become effective in thevery near future. The DNC is said to have a very strong support fromboth the US Congress as well as the US public. Though the registry hasyet to become fully effective and become a law, there are already morethan 50 million US phone subscribers who have filed for the DNCregistry. All these regulations and acts that are deemed to assistconsumers from the operators and businesses of call centers are perhapshuge hurdles from the perspective of the businesses. As theseregulations and laws, also termed as outbound rules will not onlyrestrict call center operations, but also serve to cost huge job lossesboth within the countries where call centers are operating, as well asthe offshore facilities which have been set to gain economic and othercrucial business advantages. A survey carried out by the American Teleservice Association (A.T.A.)revealed that the outbound rules could mean job losses to the tune ofsome 2 million individuals in the United States alone. As one of thefirst steps taken against the levy of such laws by the US government,legislators and public prosecutors, the A.T.A. has filed suits againstthe DNC regulations. Another aspect to be noted vis-a-vis the consumers at the end of callcenters is that the implementation of regulations and laws benefitingthe US consumers will have a direct affect on the US employees of callcenters, in turn forcing businesses to give importance and focus onoutsourcing and offshore facilities for call center businesses. Thus,even if and when there is a likely shift in the call centers, the joblosses for US employees will probably be effective even without suchlegislations. To satisfy the consumers, the call centers will thushave to comply with such regulations, even if these results in huge joblosses as also mentioned in the preceding paragraph. Yet another set of incentives and benefits for the consumers which alsoserve, as direct conflicts with the businesses are the marketingmethods employed by respective businesses. For example, businesses whenfaced with such strict measures and legislations as stated above mayturn to options such as direct mail, direct response, and inserts inpublications to prompt inbound calls, emails, and chat sessions. Inresponse to such changes in regulations and calls from publicofficials, the call centers at home will have to undergo and bringabout changes. These may include modifications in predictive dialersincluding their complete replacements, replacement of modern callrecording equipments and bring about changes in the mode of sellingfor both inbound and outbound agents, in turn positively affectivityand raising the standard of phone calls to consumers. The call centerson the other hand In contrast, the call centers operating in remote andfar-off locations with advantages in lower costs for both employees andinfrastructure will be least affected from such measures at homegrounds. In this context there are two particular regulations which directlyaffect the call center operations and which also serve as potentialconflicts with the businesses as well. The first is the TelemarketingSales Rule (TSR) which is administered by the US Federal TradeCommission (FTC). The second is the Telephone Consumer Protection Act(TCPA) which falls under the US Federal Communications Commission(FCC). Under the workings of both the FTC and the FCC, businesses are allowedto place calls to consumers who have given prior consent, and who haveenjoyed previous business relationships with the respective firms.There is also a time factor involved in such calls according to whichthere has to be a transaction within the last 18 months, and similarlya period of 90 days must have passed since the last inquiry was placed.On the other hand both these regulatory authorities and theirregulations become ineffective if and when a consumer refuses to accepta call, even if there was a business relationship in the recent past,and it is the obligation of the respective businesses to honor suchrefusals. The levy of and changes in the rules by both the TCPA and TSR havecalled for changes in the outbound calls for call center operations. Anexample to this respect include call abandonment rules, according towhich marketers have to connect live agents to place calls to theconcerned consumers, and this call has to have to duration of 4 ringsor a time limit of 15 seconds, and compliance of neither may result inabandonment of said call/s. A second rule of both the TCPA and TSR restricts the number of callsabandoned to just 3 percent, which are answered by live persons.However the TSR rules measure the same on a per day basis and a percampaign basis, while its sister authority, the TCPA measures the callover a months period. In compliance of such regulations and in response to the complaints ofthe consumers, the TCPA claims that no calls are abandoned if theresponse is in the form of voice messages within 2 seconds of receiptof a consumers call. Similarly the calls are not abandoned if theconsumer has previously consented to receive messages, includingexisting business relationships. (Read, 2004) Though outsourcing is being largely concentrated in areas of softwaredevelopment, maintenance, manufacturing, logistics, and adding thelatest area of knowledge based industries, one may note thatoutsourcing has perhaps been there for the last nearly 2 decades.However, the changes that have perhaps revolutionized the entire out-sourcing business, in particular the emergence of call centers includessuch disciplines as customer, transaction processing, finance andaccounting, human resources, desktop support and software development. The core reason, and perhaps the strongest factor to force theemergence of such huge numbers of call centers in remote regions of theworld such as India and China as prime examples are cost-cuttingstrategies by making earnings look all the more attractive. Included inthe cost-cutting strategies was the wages and salaries of theemployees, truly a major chunk of operating costs, which was dulyreplaced with employees hired at a fraction of what would otherwise bepayable for example within the United States of America or UnitedKingdom. This was amply found in the offshore labor, who were bothcomputer literate as well as well suited to serve the English speakingconsumers on the North American continent, and the United Kingdom. A brief comparison with other process-improvements innovationsincluding but not limited to Total Quality Management, Re-engineering,and Six Sigma, the offshore outsourcing too is predicted to facesomewhat similar consequences, and for arriving such a conclusion, itis only imperative that one studies the cycle of the above saidinnovations measures taken by business organizations. Included in this management drive innovation cycle are 4 principle steps, through each business organization has to undergo. The first is the slope of hype, and one may note that outsourcing, inparticular the emergence of call centers are passing through what maytermed as the honeymoon period, as also evident from the tremendoussuccesses achieved by majority of the organizations setting up callcenters. The duration of the hype period has witnessed a large numberof organizations somewhat copying or initiating projects based on thepresent forms of innovation. This is done to gain experience from thecurrent and ongoing process management techniques, without the need toinvest in experimenting. Another feature of such a tactic is a merepursuit of a competitor within the same industry. An example to thisrespect can be observed in the trends of e-commerce and e-business inthe later part of the 1990s decade. Thus, it was observed thatpractically every business organization was in pursuit of an e-commercestrategy, often without a detailed insight or logical reasons for doingso. A wave of e-commerce companies thus e merged offering best ofservices, and searching for a place in the market as a trustedadvisor in their endeavours to compete win offshore contracts. Suchcompanies were duly aided by venture capitalists that fueled the hypethrough a number of attractive financial instruments. The second principle of process management is that of despair, orrather the slope of despair. As the business enters the slope ofdespair, it is evidence that the honeymoon era, as also described inthe preceding paragraph has come to abrupt end. The offshore projectsinitiated in rather haste, including initiation or blindly following acompetitor with the same industry will witness a failure as noconsideration was given, nor any wieghtage given to the decision ofsetting up an offshore facility, or call center. The result of taking adecision in such haste is that promises to consumers remainunfulfilled, in turn triggering a possible backlash from within theorganization. Recent examples to this respect can be observed in thedecisions to call back and close shop decision taken by famous namessuch as Dell and Lehman Brothers. It is also observed that during thisslope of despair, a large number of organizations that are not seriousin operating offshore facilities would opt for closing down theiroffshore facilities. Further, such companies would either go for acomplete re-evaluation of their principle strategies, while those whoare truly serious in pursuing and benefiting from their offshore plans,continue to excel and strive to maximize their earnings from thetremendous set of advantages hidden in the operation of offshorebusinesses, including call centers. The third important aspect in the process management innovation measureis that of consolidation and assimilation. This step is immediatelyproceeded after that of despair where serious contenders stay on, andthose who step in the market without serious considerations eitherere-evaluate their strategies, or completely fall back and retreat totheir home grounds. The business of e-commerce witnessed similar trendsand behaviors. Having undergone the crucial step of consolidation, abusiness more often than not enters the slope of profit era. As alsoevidenced in majority of the businesses involved in e-commerce, mostorganization have today realized that e-commerce is not a merenecessity, rather a pre-requisite for their businesses. A similar spateof events awaits the offshore business, where call centers arepredicted to reach levels of extra-ordinary profits for their parentorganizations, a likelihood prediction for the end of the presentdecade. The study of the above 4 principle aspects of process managementinnovations shows, as also evident from recent corporate history, thatit is the home countrys economy, which by and large dictates thesuccess or failure of a corporate strategy. Thus, if economy is movingtowards recovery, not only will other businesses suffer, but theoffshore business including call centers will too face the same fate.Similarly, if the home economy is failure, and is continuouslywitnessing a fall, offshore outsourcing as well as all other businesseswill bound to see an acceleration and growth with significant profitmargins who can sustain the ups and falls of offshore businesses.However, there are more than likely chances for the IT sector, inparticular the knowledge based industries which include the callcenters will witness a similar migration as has happened with themanufacturing from the North American and European continents to moveto the Pacific Rim countries. (Gore, 2003) The above section of the dissertation has briefly discussed some of theaspects of offshore call centers including the businesses as well asthe consumers and the conflicts between them. The above section hasprimarily focused on the US businesses as they enjoy the single largestsegment of the global offshore call centers. The is followed by UnitedKingdom enjoying a second place, and which will constitute thefollowing section of our dissertation. The following part will thustake into account a brief history of outsourcing, and move on todiscuss businesses and consumers from the European perspective, with aparticular attention on the implications on the British businesses,British consumers, and the British job markets with respect to callcenters. Having briefly touched the US perspective of outsourcing businesses,the following section discusses the businesses, consumers and theirconflicts from a British point of view. A survey carried by M/s Outsourcing Insight Ltd., Harvard, M., showedthat the year 2000 was a record period for Britain as it witnessed theemergence of some 35,000 call center related jobs, and establishment ofsome 88 call centers. This tremendous growth pattern in the outsourcing business in theUnited Kingdom proved a number of points. For example, it showed that arecord number of businesses had chosen to shift and expand towardsoutsourcing. It also proved that the consumers had a wider choice. Itwas also evident that each call center was offering a more diverse setof services, a more specialized version and an ever-competitiveenvironment to offer for their customers. (Harvard, 2000) However, with the tremendous growth pattern viewed in the expansion ofcall centers, British businesses also realized that there was a crucialneed for an approach that would provide for needed end results andoptimization of their outsourcing objectives. For example, theselection of an outsourcing partner was one such area, which requiredneeded diligence and an equally cautious approach. It was largelyobserved that in their endeavours to increase their market share andcompete in their respective industries, majority of the Britishbusinesses failed to recognize that competition and offering truly highstandards of services and products called for an equally high standardsof capabilities and services. This was only possible in the appropriateselection of an outsourcing partner who fulfil Issues with Offshore Call Centres Issues with Offshore Call Centres Advancements in communications, software development and other technologies have enabled practically every type of business to expand its services to off-shore locations with the probable choices of countries where both the infrastructure and specific needs of the clients can easily be met. Examples of such services include but are not limited to call-centers, as also the subject of our present dissertation, back office operations, insurance claim processing, revenue accounting as well as web/digital development. Indeed one of the successful areas have the disciplines which involve information technology (IT) related services, making it a crucial element and part of a value chain for present day businesses.  These IT enabled services and business processes are generally sourcedfrom a location where the end-user are not located, hence the remoteprovision of such set of services. The concept behind this phenomenonis to deliver services from off-shore locations using the state of thea rt technologies in communication, also called data networks which mayinclude wireline or wireless. Thus, clients or customers are providedthe same set of services or business processes from workers or subsidiaries based in offshore locations. An example to this respect is that of serving the clients of a multinational in the United Kingdom,where as the individuals involved in serving these clients are located in far off region such as India. In such an environment, there is noneed for the British clients to know about the whereabouts of the individuals serving their particular needs, nor is it necessary for theworkers to divulge such information to the British clients. The gap between the clients and the workers in such a situation is fulfilledthrough the modern forms of communication software. These software enable a British caller for example to place a call to India, withoutrealizing that the call has actually been made to India and in responsean Indian worker will respond to the said query of the British callerrespectively. The objective behind the entire exercise of outsourcingand running an offshore facility by a business operating in the UnitedKingdom or the United States of America is truly economical. As theparent company has to spend only a fraction of the amount otherwiseneeded to run and operate the same set of services in their homecountry (UK or the United States of America). As the global businesses move ever closer to globalization and spreading their business wings in practically every corner of theglobe, outsourcing or setting up off-shore facilities has indeedemerged as one of the fastest and perhaps most successful modes ofaspects of a business value chain. Some of the primary reasons for the immense popularity of the outsourcing include increasing levels ofproductive through measures that are both cheap as well as efficient.Above, all where companies maintain their level of excellence in theservices and businesses processes offered to their clients, the phenomenon of outsourcing has added tremendously to their pool of revenues. One of the first aspects business seek in setting up an offshorefacility is the requisite level of skilled manpower, which is todayavailable in huge quantities in a number of third world countries. Thisskilled manpowers primary and basic requirements include individuals who can speak excellent English, are highly quality conscious, as wellas computer literate. These criteria are found in ample quantify incountries such as India, which has attained the status of being thenumber one choice for companies the world over. Another importantcriteria which business organizations in the Western countries seek arethe factor of cost, as also the largest and most important element inthe entire outsourcing decision. A brief comparison of the wages ofqualified personnel in the United Kingdom or for that matter in theUnited States of America with qualified personnel in India shows thatthere is a huge difference ranging from 70-80 percent. This hugedifference automatically calculates into a net savi ng of 50-60 percentfor the company based in United Kingdom or the United States ofAmerica. Then there is the aspect of customer service and delivery,which accounts for a major element in any business. This particularaspect has been more than emphasized by majority of the businessorganization with their headquarters and principle offices in thewestern countries. The maintenance of exceptional standards and qualityin both the deliveries of services and business processes ensures thatclients and customers alike remain content. It is these set of reasonsthat more than serve as potentials and viable options for setting upoff-shore facilities for products and services for companies, inparticular those with principle bases in the western countries. A briefsurvey of the Fortune 500 companies revealed that more than 200companies from this elite list had already set up their off-shorefacilities in a country where the availability of the above set offacilities had more than provided for their continued and progressivesuccess over the years. (Youndon, 2004) As reiterated in the above lines, the outsourcing phenomenon andsetting up of offshore facilities in a more economical and professionalenvironment is increasingly revolutionizing the entire mode of runningand operating businesses. This is not only in the United Kingdom, theUnited States of America, but in a number of countries of the Europe aswell. The majority of the focus is however limited to the countrieswhere English is the first language spoken, and where the entireclient/customer base is English speaking. It is precisely thiscriterion of the English language that both the United Kingdom andUnited States of America have found third world countries where Englishhas reached the standard and status equal to or nearly equal to thestandards found in the said western countries. The fact that Indiabecame a number one choice in approximately a decades time isprecisely the reason as Indian government and the public both havefocused on making their populations excel in the English langua ge, aswell as the various basic forms of computer literacy. Youdon, E., writing in his book Introduction to Outsourcing printedby Prentice Hall quotes studies carried out by an American surveygroup, Cutter Consortium notes that outsourcing has become amainstream phenomenon in the period between 2000 and 2004. The samesurvey also revealed that, unlike the dot.com bubble of the 1980s, thisphenomenon shown no signs of recession. On the contrary the high-techboom initiated by the outsourcing phenomena will more than likely takeon the shape of a permanent trend, one which will keep on increasingwith the passage of time.   (Youndon, 2004) The survey by Cutter Consortium also showed that the rising trends ofoutsourcing has led to extremely high levels of unemployment in thecomputer industry of the United States of America, and in additionthere has been a gradual shift of tens of thousands of IT related jobsto countries such as India, the Philippines, Russia, and China. Thus,one may note that though setting up of offshore businesses has led to atremendous boom for companies and organizations in the UK and theUnited States of America from every practical perspective. The sametrend has resulted in the rising levels of unemployment, particularlyin the US, as also mentioned in the preceding paragraphs. A brief into the not so recent history, say the decade of the 1990swould reveal that even the largest of multinational companies couldnever have imagined, and for some it was a radical thought to moveentire departments from hub of US cities to for example the city ofBanglore in India or to Moscow in Russia. However, the age-old conceptof savings and down-right economics led the path to seekinglower-paying employees, yet this was truly difficult as the advances intelecommunication technology and requisite levels of computer literacywas still a far-off dream for countries such as India and Russia. However, only a decade later, in 2002, there have been such tremendousdevelopments and rising levels of computer literacy, as well as commandover English language in the said countries. This has been combinedwith the simultaneous advances in technology, which duly raised thedemand for offshore facilities. The same offshore facilities has nowreached some 28 percent of the entire IT budget for Europe and theUnited States, a mark reached within two years from 2000 to 2002. Asalso confirmed by the findings of Forester Research in their 2002survey, the allocation of major IT budgets for offshore facilities willlikely increase by a significant percentage in the coming years. Asimilar survey carried out by Gartner Group showed that by year 2004,some 8 out of every 10 CIOs in American organizations had receivedorders to set-up a part, if not entire technology service department tooffshore facilities. The same studies also confirmed that 4 out 5companies would already have taken the step by t he end of year 2004. To name only some of the famous American names who have already set upshop in the different cities of India, Russia, Eastern Europe and Chinainclude computer giants such as IBM, Microsoft, Oracle, Unisys6, andDell. Also included in the list of companies who have established callcenters in above said countries are a number of banks, firms based onthe New Yorks Wall Street, insurance companies, as well asmultinationals such as General Electric who serve their clients with atruly information-intensive network and IT departments. Credit-cardcompanies, consumer appliances companies as well as a number of otherindustries have also established offshore call centers. (Robinson andKalkota, 2004) The offshore facilities of business organization, irrespective of theirorigin in the United Kingdom or the United States of America haveattained the status of the principal phenomena, as also reiterated inthe above paragraphs. Majority of these who have set up shop asoffshore facilities are those involved in software development,maintenance, project management, and it is these particular segments ofIT industries that are earmarked to witness tremendous growth in thecoming decades. Unlike the dot-com bobble of the 1980s decade, thereare no signs that these phenomena of outsourcing, including callcenters will likely see a period of recession in the near future.However, there are questions put up by economic pundits, such as thelikelihood of leveling off, say at 10 15 percent or at a higher levelof 50 percent with the focus on overall employment within the sameindustries. The answers to such queries are the same, which is thecontinued growth and competition will remain and serve as the principletrigger for this spate of continued growth. Taking an insight view of the number of industries which haveestablished call centers in far off and remote regions/countries, itwould be evident that majority of them fall in the category ofknowledge based industries. The phrase of knowledge based industriesis coined precisely to make a distinction with other industries as callcenters are providing just this. They are providing services withstrong points in just two areas of expertise; first is their computerliteracy and second is their command of English language. Thus, one maynote that these two aspects are the core, and perhaps the pivotalreasons for the tremendous success of the call centers, aside from thecost factors for the parent companies based in the United Kingdom orthe United States of America. A brief on the US companies in search of setting up call centers asoffshore facilities shows that they are deemed as innovators in thisparticular phenomenon of outsourcing. In doing so, these companies takeinto account three principle aspects, which also serve as potentialconflicts with the consumers. One of the first aspects which assists these businesses is theeconomics and high speeds offered in the telecommunication and Internetfacilities for call centers, as compared to similar facilities say adecade ago. Examples to this effect include mortgage-approvaldepartment of a business which wishes to set up a call center facility,as the business would be least concerned whether it is a technologicalpioneer or not. Similarly such businesses need not worry about the highcosts incurred in advanced telecommunications which may otherwise wipeout any savings achieved from strategy of employing low wage employees.(Youndon, 2004) Second aspect which serves as a conflict between the businesses settingup call centers through outsourcing and their consumers the widespreadknowledge about the phenomena of call centers and outsourcing. Even ifone were to compare the increasing awareness and knowledge about callcenters with that of, for example a decade ago, it would be evidentthat little was known. For example call centers now include in theiragenda conferences held amongst the various call centers throughvideo-phone, or even video conferencing; the increase use and knowledgeof consultants for call centers who assist in such processes asselection of vendors, negotiation of contracts, and management ofadministrative and financial details. In this context, the overwhelmingwave of information at the disposal of these new breed of consultantsin the call center business may not necessarily guarantee the successof the respective call centers. However, they do enjoy an edge in areasof advice and guidance as compared to th eir counterparts in the ITarena (for example data entry operators/pioneers), say a decade ago. The third aspect which serves as the conflict between the businessesand their consumers over the call centers and outsourcing is theincreasing pressure to investigate into the affairs of the outsourcebusiness, or the call center in our case study. A decade ago, the casewas somewhat opposite, as there was little or no pressure toinvestigate the activities of the outsource businesses. One may notethat the decade of the 1990s was indeed a boom time for a number ofcompanies, and the general atmosphere was one of generous wages and asteady growth of employment. This trend was augmented by competition atthe global level, which also witnessed a steady growth of outsourcingbusiness the world over. Yet, the single most factors that perhapsserved to halt this growth was outgrowth and rising global demands forgoods and services, which outstripped supply. It would take a decade,when this rising demand of goods and services was be somewhat matchsupply, a phenomenon which we presently witness in e ntire outsourcingincluding call centers in the third world countries. Thus, present conditions on the call center arena the world over showthat supply is more than the demand for goods and services. It isprecisely this reasoning, that majority of the companies wishing to setup a call center now have a greater choice to select workers andregions where workers are least expensive. This is more commonlyobserved in the knowledge-based industries, which also includes thecall centers of India, Russia, Philippines, and China. As also a stateof conflict between the companies and their consumers, the first(businesses) are now more pressurized to cut back on costs due tofierce global competition, hence the search for ever more cheaperknowledge based labor force with less demanding working conditions andlow-paying employees respectively. The above section has briefly discussed the phenomenon and trends thathave become a mainstream for call centers, as also some of the businessperspectives from the point of those companies wishing to set up callcenters for economic reasons, competition, and growth of theirrespective organizations. However, the segment of consumers too is ever important and perhapscrucial element of a call center business. As it is the presence ofconsumers for whom the call centers emerge in the first instance.Since, majority of the consumers belong to countries where Englishlanguage is the first language, the emergence of call centers withEnglish language speaking employees is indeed a pre-requisite. The highwages prevalent as well as demanded by employees in the Englishspeaking countries including Canada, the United Kingdom, and the UnitedStates of America has forced large number of companies to outsourcetheir businesses, in part if not in whole to regions and countrieswhere is ample availability of less paying employees, yet havingcommand of the English language and are computer literate. For this theprobable choice falls on countries such India, the Philippine, theRussia and China. However, the standard and expertise of language orcomputer literacy are not the only factors, which make an ou tsourcingorganization successful. In this respect, the consumers as the principle beneficiaries of callcenters have a rightful demand to obtain services and products that areof optimal quality; a set of factors that has been somewhat left out bythe companies operating call centers in remote regions of the world. Aprime example to this effect can be observed from a complaint from agroup of consumers against call center operators and their employees,which duly resulted in a ruling from a court of public opinion with thefollowing wordings; You have no right to bother us and leave us dangling. And if we dobusiness with you, your word isnt good enough. You have to prove it. Though the above ruling is only a hint at the prevalent unease on thepart of consumers, yet this more than provides for call centeroperators and businesses to polish up their role in the provision ofgoods and services from offshore facilities, and through the use ofemployees with a little different accent, and perhaps little knowledgeon the actual complaint or command when calling up potential clients. The consumers at the end of call centers have also found strongfootings from both the laws and regulations, which have more, thanrestricted the activities of operators of, call centers. This can beobserved in the new set of US Federal regulations which place a limiton call abandonment rates, caller ID blocking, as well as demandinbound upsetting agents to ask consumers for their account IDs, andabove all to record those calls. A similar act favouring Th consumersis the Do-Not-Call or (DNC) registry which may become effective in thevery near future. The DNC is said to have a very strong support fromboth the US Congress as well as the US public. Though the registry hasyet to become fully effective and become a law, there are already morethan 50 million US phone subscribers who have filed for the DNCregistry. All these regulations and acts that are deemed to assistconsumers from the operators and businesses of call centers are perhapshuge hurdles from the perspective of the businesses. As theseregulations and laws, also termed as outbound rules will not onlyrestrict call center operations, but also serve to cost huge job lossesboth within the countries where call centers are operating, as well asthe offshore facilities which have been set to gain economic and othercrucial business advantages. A survey carried out by the American Teleservice Association (A.T.A.)revealed that the outbound rules could mean job losses to the tune ofsome 2 million individuals in the United States alone. As one of thefirst steps taken against the levy of such laws by the US government,legislators and public prosecutors, the A.T.A. has filed suits againstthe DNC regulations. Another aspect to be noted vis-a-vis the consumers at the end of callcenters is that the implementation of regulations and laws benefitingthe US consumers will have a direct affect on the US employees of callcenters, in turn forcing businesses to give importance and focus onoutsourcing and offshore facilities for call center businesses. Thus,even if and when there is a likely shift in the call centers, the joblosses for US employees will probably be effective even without suchlegislations. To satisfy the consumers, the call centers will thushave to comply with such regulations, even if these results in huge joblosses as also mentioned in the preceding paragraph. Yet another set of incentives and benefits for the consumers which alsoserve, as direct conflicts with the businesses are the marketingmethods employed by respective businesses. For example, businesses whenfaced with such strict measures and legislations as stated above mayturn to options such as direct mail, direct response, and inserts inpublications to prompt inbound calls, emails, and chat sessions. Inresponse to such changes in regulations and calls from publicofficials, the call centers at home will have to undergo and bringabout changes. These may include modifications in predictive dialersincluding their complete replacements, replacement of modern callrecording equipments and bring about changes in the mode of sellingfor both inbound and outbound agents, in turn positively affectivityand raising the standard of phone calls to consumers. The call centerson the other hand In contrast, the call centers operating in remote andfar-off locations with advantages in lower costs for both employees andinfrastructure will be least affected from such measures at homegrounds. In this context there are two particular regulations which directlyaffect the call center operations and which also serve as potentialconflicts with the businesses as well. The first is the TelemarketingSales Rule (TSR) which is administered by the US Federal TradeCommission (FTC). The second is the Telephone Consumer Protection Act(TCPA) which falls under the US Federal Communications Commission(FCC). Under the workings of both the FTC and the FCC, businesses are allowedto place calls to consumers who have given prior consent, and who haveenjoyed previous business relationships with the respective firms.There is also a time factor involved in such calls according to whichthere has to be a transaction within the last 18 months, and similarlya period of 90 days must have passed since the last inquiry was placed.On the other hand both these regulatory authorities and theirregulations become ineffective if and when a consumer refuses to accepta call, even if there was a business relationship in the recent past,and it is the obligation of the respective businesses to honor suchrefusals. The levy of and changes in the rules by both the TCPA and TSR havecalled for changes in the outbound calls for call center operations. Anexample to this respect include call abandonment rules, according towhich marketers have to connect live agents to place calls to theconcerned consumers, and this call has to have to duration of 4 ringsor a time limit of 15 seconds, and compliance of neither may result inabandonment of said call/s. A second rule of both the TCPA and TSR restricts the number of callsabandoned to just 3 percent, which are answered by live persons.However the TSR rules measure the same on a per day basis and a percampaign basis, while its sister authority, the TCPA measures the callover a months period. In compliance of such regulations and in response to the complaints ofthe consumers, the TCPA claims that no calls are abandoned if theresponse is in the form of voice messages within 2 seconds of receiptof a consumers call. Similarly the calls are not abandoned if theconsumer has previously consented to receive messages, includingexisting business relationships. (Read, 2004) Though outsourcing is being largely concentrated in areas of softwaredevelopment, maintenance, manufacturing, logistics, and adding thelatest area of knowledge based industries, one may note thatoutsourcing has perhaps been there for the last nearly 2 decades.However, the changes that have perhaps revolutionized the entire out-sourcing business, in particular the emergence of call centers includessuch disciplines as customer, transaction processing, finance andaccounting, human resources, desktop support and software development. The core reason, and perhaps the strongest factor to force theemergence of such huge numbers of call centers in remote regions of theworld such as India and China as prime examples are cost-cuttingstrategies by making earnings look all the more attractive. Included inthe cost-cutting strategies was the wages and salaries of theemployees, truly a major chunk of operating costs, which was dulyreplaced with employees hired at a fraction of what would otherwise bepayable for example within the United States of America or UnitedKingdom. This was amply found in the offshore labor, who were bothcomputer literate as well as well suited to serve the English speakingconsumers on the North American continent, and the United Kingdom. A brief comparison with other process-improvements innovationsincluding but not limited to Total Quality Management, Re-engineering,and Six Sigma, the offshore outsourcing too is predicted to facesomewhat similar consequences, and for arriving such a conclusion, itis only imperative that one studies the cycle of the above saidinnovations measures taken by business organizations. Included in this management drive innovation cycle are 4 principle steps, through each business organization has to undergo. The first is the slope of hype, and one may note that outsourcing, inparticular the emergence of call centers are passing through what maytermed as the honeymoon period, as also evident from the tremendoussuccesses achieved by majority of the organizations setting up callcenters. The duration of the hype period has witnessed a large numberof organizations somewhat copying or initiating projects based on thepresent forms of innovation. This is done to gain experience from thecurrent and ongoing process management techniques, without the need toinvest in experimenting. Another feature of such a tactic is a merepursuit of a competitor within the same industry. An example to thisrespect can be observed in the trends of e-commerce and e-business inthe later part of the 1990s decade. Thus, it was observed thatpractically every business organization was in pursuit of an e-commercestrategy, often without a detailed insight or logical reasons for doingso. A wave of e-commerce companies thus e merged offering best ofservices, and searching for a place in the market as a trustedadvisor in their endeavours to compete win offshore contracts. Suchcompanies were duly aided by venture capitalists that fueled the hypethrough a number of attractive financial instruments. The second principle of process management is that of despair, orrather the slope of despair. As the business enters the slope ofdespair, it is evidence that the honeymoon era, as also described inthe preceding paragraph has come to abrupt end. The offshore projectsinitiated in rather haste, including initiation or blindly following acompetitor with the same industry will witness a failure as noconsideration was given, nor any wieghtage given to the decision ofsetting up an offshore facility, or call center. The result of taking adecision in such haste is that promises to consumers remainunfulfilled, in turn triggering a possible backlash from within theorganization. Recent examples to this respect can be observed in thedecisions to call back and close shop decision taken by famous namessuch as Dell and Lehman Brothers. It is also observed that during thisslope of despair, a large number of organizations that are not seriousin operating offshore facilities would opt for closing down theiroffshore facilities. Further, such companies would either go for acomplete re-evaluation of their principle strategies, while those whoare truly serious in pursuing and benefiting from their offshore plans,continue to excel and strive to maximize their earnings from thetremendous set of advantages hidden in the operation of offshorebusinesses, including call centers. The third important aspect in the process management innovation measureis that of consolidation and assimilation. This step is immediatelyproceeded after that of despair where serious contenders stay on, andthose who step in the market without serious considerations eitherere-evaluate their strategies, or completely fall back and retreat totheir home grounds. The business of e-commerce witnessed similar trendsand behaviors. Having undergone the crucial step of consolidation, abusiness more often than not enters the slope of profit era. As alsoevidenced in majority of the businesses involved in e-commerce, mostorganization have today realized that e-commerce is not a merenecessity, rather a pre-requisite for their businesses. A similar spateof events awaits the offshore business, where call centers arepredicted to reach levels of extra-ordinary profits for their parentorganizations, a likelihood prediction for the end of the presentdecade. The study of the above 4 principle aspects of process managementinnovations shows, as also evident from recent corporate history, thatit is the home countrys economy, which by and large dictates thesuccess or failure of a corporate strategy. Thus, if economy is movingtowards recovery, not only will other businesses suffer, but theoffshore business including call centers will too face the same fate.Similarly, if the home economy is failure, and is continuouslywitnessing a fall, offshore outsourcing as well as all other businesseswill bound to see an acceleration and growth with significant profitmargins who can sustain the ups and falls of offshore businesses.However, there are more than likely chances for the IT sector, inparticular the knowledge based industries which include the callcenters will witness a similar migration as has happened with themanufacturing from the North American and European continents to moveto the Pacific Rim countries. (Gore, 2003) The above section of the dissertation has briefly discussed some of theaspects of offshore call centers including the businesses as well asthe consumers and the conflicts between them. The above section hasprimarily focused on the US businesses as they enjoy the single largestsegment of the global offshore call centers. The is followed by UnitedKingdom enjoying a second place, and which will constitute thefollowing section of our dissertation. The following part will thustake into account a brief history of outsourcing, and move on todiscuss businesses and consumers from the European perspective, with aparticular attention on the implications on the British businesses,British consumers, and the British job markets with respect to callcenters. Having briefly touched the US perspective of outsourcing businesses,the following section discusses the businesses, consumers and theirconflicts from a British point of view. A survey carried by M/s Outsourcing Insight Ltd., Harvard, M., showedthat the year 2000 was a record period for Britain as it witnessed theemergence of some 35,000 call center related jobs, and establishment ofsome 88 call centers. This tremendous growth pattern in the outsourcing business in theUnited Kingdom proved a number of points. For example, it showed that arecord number of businesses had chosen to shift and expand towardsoutsourcing. It also proved that the consumers had a wider choice. Itwas also evident that each call center was offering a more diverse setof services, a more specialized version and an ever-competitiveenvironment to offer for their customers. (Harvard, 2000) However, with the tremendous growth pattern viewed in the expansion ofcall centers, British businesses also realized that there was a crucialneed for an approach that would provide for needed end results andoptimization of their outsourcing objectives. For example, theselection of an outsourcing partner was one such area, which requiredneeded diligence and an equally cautious approach. It was largelyobserved that in their endeavours to increase their market share andcompete in their respective industries, majority of the Britishbusinesses failed to recognize that competition and offering truly highstandards of services and products called for an equally high standardsof capabilities and services. This was only possible in the appropriateselection of an outsourcing partner who fulfil