SWOT Analysis of Skoda

SWOT Analysis of Skoda Introduction. After began an industrial revolution from England in late 18th century most of Europeans and some other countries socially and economically changed. Such as they shift from home-based hand manufacturing to large-scale factory production. As a result of that people were moved to use of iron and steel, new energy sources, the invention of new machines that increased production. As well as this was mainly caused to continue the transports and communication sectors. Eventually there were certain values in the automobile industry. (Answer.com/03-02-10). That has got a rapid development; Such as land rover, jaguar from England and Audi from Germany were made fast as a result of the great industrial revolution. Two cyclists named Vaclav Klement; Vaclav Lourin started to make their own bicycle industry in the year 1895 whose country was Czechoslovakia from the Eastern Europe. Then they were succeeded to develop their industry by making cars, farm ploughs and air planes. They made a brand name for this multiple industry; â€Å"Skoda† one of the great invent of these cyclists. Nevertheless from 1925 to 1990 they couldnt be successful because of political changes, war, economical depressions. (www.skoda.co.uk/03-02-10) As a matter of fact they decided to merge with Volkswagen AG (VAG) came from Germany which has got the biggest manufacture of Europe for their products included Volkswagen, Audi, Skoda, CEAT, Lamborghini,bently and Bugatti. However in this report I am going to analyse and illustrate about Skoda automobiles case study from â€Å"The Times 100†. 1. According to the case study the key weaknesses that SKODA UK was able to identify through the SWOT analyse can be explained as follows; * Recently Skoda has 1.7 market shares in the world car market. So that its not enough to fit into highly competitive fragmented market. Because Mercedes Benz, Ford, BMW and other high branded products has succeeded in the car market. * Skoda doesnt have a good brand image about their products. Because customers think that their brands are out-dated perceptions as customers think that their products contain poor vehicle quality, assembly, design and materials. 2. Skoda did use enough strength to turn its brands weakness into an opportunity as bellows; * They started to make some products with differentiation according to the market as they have realized what the customer wants. Because they have got to know that there is a gap among their competitors. So that they have created a slogan named â€Å"The manufacturer of happy drivers†. (www.skoda.co.uk/03-02-10). The reason why they have created that slogan; they havent promoted their brand itself like their competitors but they do promote the customer experience what the customer needs. * They have decided to design cars with various ranges for the proper market segments. For instant; The Skoda Fabio is sold as a basic but quality â€Å"city car† The Skoda Superb offers a more luxurious, â€Å"up market appeal† The Skoda Octavia Estate provides a family with fun drive but also a great big boot.  · Considering with other products they introduced quality budget cars when comparing with their competitors. They have a good combination when we considering about their ranges of the car market.  · Their products lifecycles every steps are environmental friendly. This is mainly caused to increase their customer minds brand image and accurate EU legal procedures. For example; Their cars dont make much noise because they have created those with improved sound quality. They used to recycle their products as much as possible. They are using the latest most environmental-friendly manufacturing technologies for their manufacturing process. Their cars dont use much fuel according to the efficiency of those machines. So that the efficiency of those machines are exquisite when we considering about using fuel for them. 3. The Skoda has identified some external threats such as.  · According to the case study the main threat that Skoda facing is market competition come from their competitors. For instant if competitor launching cheaper and good quality products for the market. As an example 50 car makers active in UK car market. 2000 model selections have for the customers. So Skoda should active effectually to wining their market share from others.  · EU legal and environmental regulations also put extra preacher for the Skoda. As a resalt of that they should spend more money for their product life cycle rather than their competitors. Because they using environmental- friendly technologies and facilities are always more costly than others. Not only environmental regulation but also other legal rules also reason to increase production cost. Such as labours minimum wages, welfare, working hours, government taxations etc 4. According to my personal point of view about SWOT analyse, it is an enormously useful tool for any kind of organization. Because it has been facilitated for management to understand and decision- making for all sorts of situations. The SWOT analyses provide very clear pitcher to organizational internal strengths, weaknesses, opportunities, threats for management. Swot analyse is scheduled to know how acts the internal factors for a business. Because internal influences are some factors which preceded a business for the success. As they can obtain competitive advantages. Product differentiation and cost leadership are known as competitive advantages. In the other hand SWOT analyses can be used inside a business in different ways to gain different perspectives. Such as ; (Robson W. /1997) (www.tutor2u. Net/2010). The way how they contribute their sales. Making an unbreakable partnership. Finding an alternative way to change the supplier. Adding some investment opportunities. How to launch for the new market and also how they use their business ideas for the improvement and success of their business. In the view of the above report the SWOT analyses can be explained as a compulsory tool for the modern business world. I said so because this is the unique tool and the only way that helps to create a perfect internal environment. References Answer .com /03-02-10/ Industrial revolution/ [online]Available From http://www.answers.com/topic/industrial-revolution Wendy R. , [1997] Strategic Management Information Systems [secand edition], Financial times, Prentice Hall , London, UK Www.skoda.co.uk/ About Skoda/ [online] Availble From http://www.skoda.co.uk/aboutskoda.aspx www.tutor2u. Net , Strategy- competitive advantage [online], Available From http://tutor2u.net/business/strategy/competitive_advantage.htm Bibliography Quick MBA , [1999-2007], Strategic Management [online] Available From http://www.quickmba.com/strategy/swot/ Rugman A., Collinson S. , [2006], International Business (4th Edition), Financial Times ,Prentice Hall , London ,UK

Ri Paper For Internal Circulation Only Raffles Institution 2012 Essay

Passage 1 1. What is the writer hoping to emphasise by italicising ‘does not’ and ‘cannot’ in line 6? [1] Lifted â€Å"Just because money does not buy happiness does not mean money cannot buy happiness,† says Elizabeth Dunn, a social psychologist and assistant professor at the University of British Columbia. Paraphrased The author hopes to emphasise †¦ (the contrast / difference between) what money often fails to do but actually has the potential to achieve. {MUST attempt to explain ‘does not’ and ‘cannot’. Merely saying that there is a difference/contrast is stating the obvious. E.g. ‘Does not’ is different from ‘cannot’. = 0m.} 1 2. Using your own words as far as possible, explain how we use money wrongly (line 8). [2] Lifted a. we tend to value GOODS over experiences, b. OURSELVES over others, Paraphrased a. People tend to think that commodities/things {must be tangible} are more important than experiences, b. People value themselves over others/self-centred†¦ OR spend on themselves rather than others, c. THINGS over people. c. People prefer spending on objects rather than people. d. [Inferred] We are spending on temporary pursuits and cravings that tend to disappear over time. {MUST capture the comparison (the reason it is wrong is because the preference is wrong). Need not follow the sequence in the answer scheme.} 3-4 points – 2 marks 1-2 points – 1 mark d. †¦ the spending that makes us happy, it turns out, is often spending where the money vanishes and leaves something INEFFABLE in its place. 1 For Internal Circulation Only 3. Using your own words as far as possible, explain three reasons why experiences are ‘inherently more social’ (line 28) [3] Lifted As experiences are inherently more social – when we vacation or eat out or go to the movies it is usually with other people, †¦we are liable also to RELIVE the experience when we see those people again. And past experiences can work as a sort of social adhesive even with people who did not PARTICIPATE with us, providing stories and conversational fodder in a way that a new watch or speedboat rarely can. In addition, †¦experiences do not usually trigger the same sort of PERNICIOUS comparisons that material possessions do†¦ (lines 2835) Paraphrased a. [Inferred] Experiences naturally involve interaction with people and 1 b. We are likely to recall / revisit / reminisce / recollect the experience when we meet those people again. c. People can also bond with people who were not present / strangers / others (through the sharing of anecdotes/conversational material). 1 1 d. Experiences do not cause hurtful comparisons†¦ OR experiences do not make people envious/jealous/ [inferred] insecure. 1 {MUST capture negative connotation.} 1m per point for any 3 of the above points. Maximum 3m. 4. Why does the writer use ‘seeming’ in the phrase ‘even for seeming essentials like cars, houses and, clothes’ (line 41)? Use your own words as far as possible. [1] Lifted Paraphrased Much of the impetus for a. Such needs are (could be) perceived to be crucial for discretionary spending everyday life even though they are not. OR†¦ even for seeming essentials like cars, b. Suggests that the author has doubts about whether houses, and clothes†¦ these objects are crucial. OR†¦ OR We might MISTAKE that c. The  writer feels that it is wrong to associate happiness with material/luxury goods. motivation for happiness, or for having a better life, but it is driven by something else, a human {Answer MUST include the idea of doubt and the need to compete or to fit explanation. in. Denied: sarcasm, cynicism, mockery Accepted: sceptical/scepticism (on its own), sceptical about this.} 1 2 For Internal Circulation Only 5. Explain what the writer means by ‘Talking about money and happiness in the same breath, it turns out, is not necessarily a surrender to crass materialism.’ (lines 47-48) [2] Lifted Talking about money and happiness in the SAME BREATH, it turns out, is not necessarily a SURRENDER to CRASS materialism†¦ Paraphrased a. Connecting / Linking money and happiness†¦ OR Talking about / discussing money and happiness together†¦ b. is in reality not always giving in to†¦ OR a submission to†¦ OR being a victim of†¦ c. a vulgar desire for material goods. OR excessive/shallow desire for luxury goods. 3 points – 2 marks 1-2 points – 1 mark. Passage 2 6. â€Å"If you are a single male driving around in the Ferrari with nobody next to you, it is a glaring omission.† (lines 14-15) a) Why does the writer refer to the Ferrari in line 15? [1] Pt Lift (not possible) Other trophies simply do not bring the payoff one expects. Says Loewenstein, â€Å"If you are a single male driving around in the Ferrari with nobody next to you, it is a glaring omission.† Inference a. A Ferrari is an example of a ‘trophy’. b. A Ferrari is a well-known example of a highly desired product. c. A Ferrari signifies high status / wealth in society. {Any of the above will be accepted.} 1 3 For Internal Circulation Only b) What does ‘glaring omission’ (line 15) imply here? Pt Lift (not possible) Other trophies simply do not bring the payoff one expects. Says Loewenstein, â€Å"If you are a single male driving around in the Ferrari with nobody next to you, it is a glaring omission.† [2] Inference [Inferred from ‘glaring’] a. It is strongly believed/popularly accepted that/very obvious {‘Emphasise’ and ‘highlight’ are not accepted because the question is not asking for the writer’s intention.} [Inferred from ‘omission’, reinforcing stereotypes.] b. that driving a Ferrari/luxury sports car will attract women / ladies / females / companions / partners. {Direct paraphrase of the quote is not acceptable.} 1 1 7. ‘A life that was constantly happy was not a good life’ (lines 30-31). Explain why this is a paradox. [2] Pt Lift â€Å"Part of the meaning of life is to have highs and lows. A life that was constantly happy was not a good life.† Inference [Must capture the clash.] a. We aim/wish/expect for maximum/optimum happiness in our lives all the time AND any of the following [Must capture what ‘good life’ entails.] b. Yet, a good life is one that has ups and downs, not just ups OR c. Yet, a good life is one with adequate/comparable negative experiences, not just positive experiences OR d. Yet, it is not just happiness that is ‘good’ but the ‘bad’ (of lows) is also seen to be ‘good’ {The key idea here is to question the value of ‘constant’ as a ‘good’ thing.} Answers will get either 2 marks or 0 mark. 1 1 4 For Internal Circulation Only 8. Summary Using material from paragraphs 2 to 5, summarise what Matthew Herper has to say about why wealth does not bring a constant sense of joy, why happiness is overrated, and the relationship between money and happiness. Wealth does not bring a constant sense of joy as†¦ Pt a. Lift Re-phrase â€Å"Part of the reason is that people are not people do not know how to use their money very good at FIGURING out what to do to get happiness with the money,† (lines 6-7) OR {Main idea of a lack of knowledge people are incompetent when it comes to understanding how to use money about how to manage money.} People generally OVERESTIMATE (line they have unrealistic expectations of the 8) {Students must capture the idea that it is off the mark.} the amount of long-term PLEASURE they will get from a given object. (lines 89) The way people spend money can make them less happy. (lines 9-10) Other trophies simply do not bring the (line 14) b. c. d. e. (Enduring) joy / happiness / positive outcomes that they can derive from something/object. The way people spend money can make them less happy. Other possessions also may not deliver f. g. {Do not accept ‘prizes’ / ’plaques’ / ’rewards’} PAYOFF one expects. (line 14) the rewards / utility / happiness we hope / wish to have. The central problem is that the human Next, our brain is accustomed to brain becomes CONDITIONED to pleasant/happy/joyful experiences as positive experiences. (lines 15-16) OR You can get used to anything, be it hanging by your toenails or making millions of dollars a day. (lines 19-20) Getting a chunk of unexpected money registers as a good thing, but as time passes, the response WEARS off. (lines 16-18) Mood may be set more by heredity†¦ (line 20) h. with time, their effect on us weakens/dies off/subsides. i. Lastly, our happiness level may depend on our genes 5 For Internal Circulation Only j. k. than by anything else†¦ (line 20) But this raises another question. How IMPORTANT is happiness anyway? (line 23) People with chronic illnesses describe themselves as happy, but they would still pay large sums for better health. And although healthy individuals are not much happier than quadriplegics, they would pay large sums of money to keep the use of their limbs. (lines 23-26) Some of life’s most SATISFYING experiences (line 26) do not bring happiness. (line 27) â€Å"Part of the meaning of life is to have highs (line 30) and lows†¦Ã¢â‚¬  (line 30) A life that was CONSTANTLY happy (line 30) was not a GOOD life.† (lines 30-31) more than other factors. OR predominantly / mostly [Inferred] However, the significance / necessity / crucial nature of happiness is still in doubt. [Inferred] Even supposedly happy people find happiness insufficient [Inferred] as they are willing to pay to ensure certain privileges†¦ OR health. l. m. n. o. p. q. r. s. Besides, some of the most gratifying/rewarding experiences do not make us happy. A meaningful life should also have its joyous and sad moments. A life that is always / perpetually happy is not fulfilling. t. u. {Do not award for point s in the absence of point r.} However, there may be at least one Yet, there remains a significant link IMPORTANT relationship between between money and happiness in that money and happiness†¦ (lines 31-32) †¦ happy people tend to have higher happy people earn more. incomes later on in their lives. (lines 3334) OR So, while money may not help make people happy, being happy may help them make money. (lines 34-35) Total: 21 points, 11 words that cannot be lifted Points ≠¥ 14 12 – 13 10 – 11 8–9 7 5–6 3–4 1–2 Marks 8 7 6 5 4 3 2 1 6 For Internal Circulation Only Wealth does not bring a constant sense of joy as†¦ people do not know how to use their money {a} and have unrealistic expectations {b} of the enduring joy that they can derive from something {c}. Other prized possessions {e} also may not deliver the rewards we wish to have {f}. Next, our brain is trained to be accustomed to pleasant experiences {g} as with time, their effect on us subsides {h}. However, the significance of happiness is still in doubt {k}. Even supposedly happy people find happiness insufficient {l} and are willing to pay to ensure their health {m}. Besides, some of the most gratifying experiences {n} do not make us happy {o}. A life that is always happy {r} is also not fulfilling {s}. Yet, there remains a significant link {t} between money and happiness – happy people earn more {u}. (16 points, 116 words) Vocabulary: 9. Give the meaning of the following words as they are used in the passage. You may write your answer in one word or a short phrase. Passage 1 Futility (line 3) noun Philosophers and gurus, holy books and self-help manuals have all warned of the futility of equating material gain with true well-being Answer should capture: ï‚ · Does not achieve purpose  OR lacks meaning ï‚ · Negative connotation Intriguing (line 8) adj The intriguing explanation for the poor wealth-to-happiness exchange rate is that the problem is not money, it is us. Answer should capture: ï‚ · Arousing intense curiosity OR very interesting ï‚ · Intensity 1 mark ï‚ · Hopelessness ï‚ · Uselessness ï‚ · Lack of purpose or meaning ï‚ · Efforts are in vain Accepted ï‚ · Ineffectiveness ï‚ · Meaningless ï‚ · Pointlessness 0 marks ï‚ · Wastage ï‚ · Worthless venture ï‚ · Failure ï‚ · Improbable ï‚ · Inability ï‚ · Foolishness ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · Ability to arouse intense curiosity Fascinating Deeply/very interesting Appeal strongly To captivate Very interesting and unexpected Very interesting and surprising ï‚ · ï‚ · ï‚ · ï‚ · Capture interest Arouse curiosity Extremely interesting Thoughtprovoking ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · Interesting {indication of intensity is not very apparent} Exciting Puzzling Ignorance Surprising Curious Intellectually stimulating 7 For Internal Circulation Only impetus (line 40) noun Much of the impetus for discretionary spending – even for seeming essentials like cars, houses, and clothes – comes from a desire to send certain signals about our buying power and our tastes. Answer should capture: ï‚ · The idea of a push or drive. Quell (line 45) verb And $5,000 worth of new stuff, or even $500,000 worth, is unlikely to permanently quell that need. Answer should capture: ï‚ · Suppressing. 1 mark ï‚ · (Sustained) drive ï‚ · Push ï‚ · Motivation ï‚ · A moving force ï‚ · Impulse ï‚ · Stimulus ï‚ · Boost Accepted ï‚ · Catalyst ï‚ · Thrust ï‚ · Spur ï‚ · Spark ï‚ · Trigger ï‚ · Incentive 0 marks ï‚ · Impulsive ï‚ · Penchant ï‚ · Impetuous ï‚ · Attack ï‚ · Assail ï‚ · Reason ï‚ · ï‚ · Subdue Suppress ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · Quiet Satiate / Quench Satisfy Appease Fulfil (incidental / part / whole) Allay Pacify Assuage ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · Vanquish / Defeat {wrong context} Stop / Halt / Cease Remove Overthrow / Overcome Repress Oppress Extinguish Destroy / Annihilate Kill Dispel Diminish Literally Figuratively Approximately {the idea of estimation, not accepted} Ostensibly Actually Effectually Basically Passage 2 Virtually (line 1) adverb Surveys have found virtually the same level of happiness between the very rich individuals on the Forbes 400 and the Maasai herdsmen of East Africa. Answer should capture: ï‚ · For the most part. ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · Nearly; Practically; Almost completely Almost wholly Almost entirely For the most part Just about ï‚ · ï‚ · ï‚ · Almost Effectively Essentially ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · ï‚ · 8 For Internal Circulation Only 10. Application Question: Drake Bennett talks about how pro-social spending can lead to happiness while Matthew Herper argues that money does not lead to happiness. Which writer’s views do you find more persuasive? Discuss the relevance of the arguments presented in both passages to you and your own society. [8] ï‚ · ï‚ · Answers that refer to only material from one passage would not be awarded more than 3 marks Explanation/evaluation should not just be a paraphrase of authors’ opinions Possible points From Passage 1 Bennett 1 Extract For deep-seated psychological reasons, when it comes to spending money, we tend to value goods over experiences, ourselves over others, things over people. (lines 9-11) Possible explanations & S’pore context Relevant : In a society that is economically driven more than anything else, this is not a surprise. This drive, whether marked by early economic migration, post-war rebuilding, separation from Malaysia or simply Government push, remains sustained, if not stronger. Material success is celebrated and sheer narcissistic consumption is validated by commercial as well as social media. Examples : 2011 SMU study – S’porean women are significantly more materialistic than their American counterparts. Relevance of 5 ‘C’ [cash, credit card, car, condo, country club] notations despite more than a decade of use Not so relevant: There is a rising trend of S’poreans spending on people rather than objects; in 2007, Finance Minister Tharman had indicated clear tax concessions for charity spending and to focus Singapore as a ‘philanthropy hub’. More people, not just the rich, are donating generous sums to their alumni schools, religious charities and other organizations catering to  specific demographics such as the elderly, physically disabled, terminally ill etc. There is also increase in charity through CSR, whether by global MNCs or S’pore GLCs. Of course, the real intention behind the generosity is debatable but as corporations form a substantial percentage in a small workforce, the evidence is mathematically there that ‘we, the management/employees of company X, Y, Z†¦ are altruistic and caring’. There is a rising trend of social entrepreneurs opening restaurants to help the less fortunate and former prisoners. 9 For Internal Circulation Only 2 †¦ higher â€Å"prosocial spending† – gifts for others and donations to charity – was indeed correlated with higher selfreported happiness. (lines 18-20) Relevant : well-known philanthropists such as popiah king Sam Goi, Elim Chew of 77th Street, remisier Peter Lim, Chinese Chamber of Commerce ex-president Chua Thian Poh, Mustaq Ahmad of Mustafa Centre etc have gone on record to say so on newspaper interviews. Hong Kong billionaire loves to donate to Singapore, especially for education charity, for the same purported reason. The education system also introduces students to prosocial spending. The persistence of students in doing charitable acts also suggests happiness and satisfaction obtained. Not so relevant: This is not a technical disagreement. While the actual amount on ‘pro-social spending’ could be higher, it is usually by a small group of uber-rich AND older persons. The majority of Singaporeans, especially youth, have gone on record in many academic surveys that high levels of nuanced selfish material consumption is more rewarding than engaging in others’ welfare. The intense hours and anxiety spent on studying/work necessarily need to see material purchases as a direct reward. Perhaps this material reward can THEN lead to social happiness by the envy/admiration they evoke – e.g. for a Prada handbag, for the possession of a prized virtual weapon for a Diablo 3 PC online game character. This could be an unintended consequence of a meritocratic society. Most parents would also largely spend on their children and obtain great satisfaction. 3 money spent on experiences – vacations or theatre tickets or meals out – makes you happier than money spent on material goods. (lines 21-23) Relevant: Points to support this will  be relatively difficult based on available Singapore studies. Typically, Singaporeans vacationing will covet purchases from overseas; theatre ticket purchases locally may indicate a need to belong to a certain materially privileged crowd rather than the sheer love of the arts. Nevertheless, any qualified evidence is welcome to support agreement however the difficulty is in establishing the level of happiness obtained. Not so relevant: Typical youth population notes that playing World Of Warcraft or getting a new iPhone 4S is far more meaningful; middle-aged men and their toy figure collections; ladies of all ages on record saying that splurging on themselves, expensive cosmetic treatment more rewarding than anything else – refer to any Friday URBAN section of The Straits Times. As mentioned in earlier point, first the money has to be spent on material goods and THEN the experience related or shared can increase your happiness as a corollary. 4 As experiences are inherently more social †¦ we are liable also to relive the experience Relevant : the rise of alumni associations locally, aided by social media, have greatly increased networking; heritage and memorabilia gatherings are on the rise with 10 For Internal Circulation Only when we see those people again. And past experiences can work as a sort of social adhesive even with people who did not participate with us, providing stories and conversational fodder in a way that a new watch or speedboat rarely can 5 (lines 28-32) Talking about money and happiness in the same breath, it turns out, is not necessarily a surrender to crass materialism – it can also be a route to a new and more humane way to think about vitally important things like consumption, satisfaction, investment, and value. (lines 47-50) rich persons being key drivers behind these projects. Various hobby groups would also be relevant such as cycling clubs, dragon boating groups or cosplay groups. Not so relevant: There are hobby groups based on material goods such as car clubs or clubs for owners of toys. Material goods can also generate a sense of nostalgia. Relevant: SMU Board chairman Ho Kwon Ping and wife Claire Chiang regularly  promote pro-social spending and business; they are seen as new-age positive materialists and intellectuals. Christina Ong, boss of homegrown Club 21, is known for widespread charity outreach and growing her business, with equal pleasure. Not so relevant: For the majority of Singaporeans who lack such education or reflective practices, blatant monetary and property acquisition is the norm and only leads to a vicious cycle of debt, miscalculated risk-taking in investment etc From Passage 2 1 Extract People generally overestimate the amount of long-term pleasure they will get from a given object. Sometimes, Loewenstein notes, the way people spend their money can actually make them less happy. (lines 8-10) Possible explanations & S’pore context Relevant: Just the consumer electronics industry here can attest to this; spending on upgrading of Apple smartphones from 3Gs to 4 to 4S; disposing of existing LCD for widescreen and 3D monitors, graphics cards in favour of new ones even though all are fully functional; rising number of secondhand computer parts shops is evidence of increasing technology shopping, which ultimately leaves one unhappy and insecure in the face of inability to keep up with the latest. While the tech spending may supposedly be mostly for males, the females display this ‘overestimation of long-term pleasure’ in copious fashion couture purchases and cosmetics. The increase in level of credit card debt is also an indication of less happiness as a result of overspending. Not to relevant: A basic level of income is necessary in Singapore to live a comfortable life. With a median household income of S$6000, anyone earning less would be hard pressed to live comfortably. In wired Singapore, having electronic goods is a necessity and can help attain more happiness in terms of education and interacting with peers. 2 The central problem is that the human brain becomes Relevant: Just looking at government financial decisions which affect the majority of the population – after a while, 11 For Internal Circulation Only conditioned to positive experiences. Getting a chunk of unexpected money registers as a good thing, but as time passes, the response wears off. An expected paycheck does not bring any buzz at all  Ã¢â‚¬â€œ and does not contribute to overall happiness. (lines 15-19) Not so relevant: Since the Singapore population composition keeps changing with addition of foreigners, for the majority of the new citizens, this buzz is sustained. As Singaporeans also travel more, they might be more aware of societies which are not as fortunate as Singapore. Relevant: raising a family is universally seen as rewarding; the Government keeps promoting childbearing YET almost the first twenty years of a local child causes much stress for parents – working mothers post-maternity leave and the perennial maid/mother/mother-in-law management; young couples griping about childcare and choice primary schools; until the child is in a choice pri school and moving on to a premier sec sch, the parents put themselves under great duress. There is growing feeling that work-life balance is impossible and people are focusing more on their careers. Not so relevant: Hard to convince for majority local context but there is evidence that a positive change in attitudes to raising children is present, thanks to religious organizations, pro-family policies, national movements e.g. DadsForLife!. There are people who are giving up their careers for the sake of their children. There is also a push for women to return to the workforce after raising their children initially. 4 †¦ happy people tend to have higher incomes later on in their lives. So, while money may not help make people happy, being happy may help them make money. (lines 33-35) Relevant: There are professional who have given up their careers to take up their passions such as opening restaurants and bakeries, and they are doing well. There is an increasing number of entrepreneurs who pursue their passions. The main issue here is that happiness is independent of money and they do not have any links. Not so relevant In 2012, S’pore ranks high in benchmarks of physical comforts – healthiest country in the world, richest country in the world BUT ranks 90th in Happiness Index. Almost the entire local labour force can be on record for having technically higher incomes through their lives but the cost of living never lets up. Singaporeans are not happy or not happy enough but they keep making money anyway. the public becomes numb to the government’s welltimed monetary handouts and utility bill/town council fee reductions; the public expects more consultative engagement for sustained happiness. Recent feedback from the public seems to suggest that people overlook what is good in Singapore and focus on only the negative in terms of healthcare,  transportation, housing, and standards of living. Possible reasons could be a lack of sufficient information about life in other societies and countries. 3 Some of life’s most satisfying experiences do not bring happiness. For instance, having children actually makes people less happy over the short term (lines 26-28) 12

Philosophy Of Law Essay

Motive:   A motive is a state of being relating to ones goals or specific desires. One may possess a conscious or unconscious motive.   For example, one may act out of jealousy but not be aware of the jealousy.   Even if motives are determined to be conscious, they are considered involuntary feelings or desires. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A cigarette manufacturing company plans to increase profit through mediating the society’s aim of producing items that are non-nicotine. Through making â€Å"green cigarettes†, they tend to say that the said cigarettes have less nicotine, but would actually make the buyer feel to buy more because they are not consuming nicotine anyway. As a result, buyers would receive the same amount of nicotine for a higher amount of profit for the company, which is the main motive of the said marketing approach.  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Intention:   An individual’s intention is a means to an end.   In other words, an intention is a way of achieving a specific goal or desire. Individuals are conscious of their intentions and may accomplish them by voluntary acts. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A parent aims to protect his or her child through giving him the right chance to know the right principles in life that they ought to apply through maturity. Law is Concerned with Intentions:   The law is concerned with intention, but not with motive.   Determinations about motives are hard to ascertain and very complex.   Therefore, one cannot be held liable for a motive.   They are involuntary behavior patterns.   Requiring judges to determine penalties based upon motives would undercut predictability and uniformity of justice.   Given their voluntary nature, the law punishes based upon intent.   An individual can be held responsible for their intentions. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A domestic helper accidentally killed her boss for the sake of self defense from a sexual assault from the said employer so she was pronounced not guilty by the court.                                                                                                                  Skepticism Regarding Responsibility:   Skepticism attacks the method of apportionment of responsibility for violations of   law.   Will the party be held personally responsible and if so, to what degree? Or will society have to bear some of the responsibility for an individual’s violative action?   Skepticism is argued in many forms.   Skepticism may be premised upon a theory of determinism, practicalism, technologicalism, and morality. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A company aims to increase the quality of their products; however, the cost of the manufacturing has been passed in huge percentage to the consumers. As a result, the buyers has set an issue that has a great impact on the capability of the company to receive larger profit for the business. Deterministic Skepticism:   Deterministic skepticism comes in a variety of degrees.   In its most extreme, deterministic skepticism suggests that if one cannot help doing what they are doing, they should not be responsible for their actions.   Other forms of deterministic skepticism are less drastic due to their belief that only a few persons are actually in a position where they cannot help what it is that they are doing.   In the less extreme form, the inquiry focuses upon evidence regarding one’s ability to control one’s actions. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A kleptomaniac is usually not held responsible for the things that he steals because of the fact that are considered psychologically disturbed. Practical Skepticism: Practical skeptics will not inquire into the question of responsibility because of the time required for such an inquiry has an inefficient impact upon the legal system.   Such inquiry is believed to be an inefficient distribution of scarce judicial resources. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A case against sexual assault has been dismissed by the court because of the lack of supporting evidences that proves that there is a real case to be solved. Technological Skepticism: Technological skepticism refuses to inquire into the question of responsibility, because its belief that the true concern of the legal system is that of control over the public. In sum, effective social control does not include an inquiry regarding responsibility. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A case with regards a particular situation that involves an employee being disabled because of the machineries of the company has been dismissed due to the fact that the company already did its responsibility to the employee at the best of its cost. Moral Skepticism:   Moral skepticism also forbids inquiry into responsibility because the theory holds that it is inconsistent with enlightened morality to insist on individual responsibility for harm. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A man that has been separated from his wife for five years and has never been able to communicate with her now decides to marry another woman. He was permitted by his religious affiliation to do so, on the basis of the other partner being guilty of adultery and the process of divorce not being legal in the country. For this reason the court honors the marriage as well. Strict Liability: Strict liability is another theory in the consideration of allocation of responsibility. Strict liability requires assessment of liability upon grounds of physical acts without regard to actual responsibility.   The theory does not require a finding of intent to commit crime and therefore does not require resources for determination of intent.   Proponents argue allowance of strict liability to replace individual responsibility in its entirety.   Strict liability agrees with the utilitarian perspective and represents a denial of individual liberties in favor of deterrence for public protection. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   An accidental occurrence that caused the injury of an employee from a work area has been considered a null-case since the evidences show that the situation has occurred because of a mere accident and nobody could be blamed for it.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   FOUNDATIONS AND THEORIES OF LAW Eternal and Divine Law:   Eternal law recognizes the role of a divine figure in the establishment of law.   The numerous theories of eternal law suggest that law is created by the word of God, transmitted by prophet and sent to govern man.   Recognition of eternal law is still found in Hebrew, Islamic and Babylonian law. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The decision of the church to marry a man to five wives as an Islam is never touched by the law because it is a law based from the beliefs of the people. Disadvantages of Eternal Law:   Eternal law requires faith in a divine being, of which there is no universally accepted figure. Eternal law also requires translation through a prophet who is not held liable for the rules since she interprets the word of God. Example: Natural Law: A system of rules and principles guiding human behavior based upon conduct common throughout all people.   The laws and principles grow out of humanity’s rational thoughts and conform to natural mental, moral, and physical states.   Cardinal premise states that humanity acts upon rational thoughts framed by our true nature to satisfy needs and impulses without interference from deception, dishonesty, or indulgence. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A woman was offered a high amount of money in exchange of disowning her company’s established principles in handling the people force so as to sabotage the operation of the business at the advantage of its competitor in the market. Her conscience did not permit her top do so, knowing that no matter how much money is to be paid to her, she is sure to regret what she is going to do. Early Theories of Natural Law: Various early theories of natural law believed the concept was based upon virtue, nature, reason, and God. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The society naturally accepts the things that has already been set by the natural systems of the earth and the ways by which they relate to human lives, such as occurrences and dilemmas happening due to the climate change. Historical Natural Law Based Upon Virtue:   Natural law based upon virtue can be governed by theories of good conduct or justice and reason.   Typically, law dictates virtuous duties of a person in all facets of their life. The duties generally demand fulfillment of particular social obligations and the rules may be considered divine in origin or from the ruler.   Alternatively, the theory of virtue based upon justice and reason, demands decisions based upon an individual’s sense of justice and reason.   If a decision is prompted by anything other than justice or reason, the person has failed to live by the law of nature. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   People are expected to act towards the situation facing them through reasonable idealism of truth and principles. If a man is faced with adversity of poverty, he is expected to work on making possible amends to support his life through working and not stealing. Historical Natural Law Based Upon Natural Justice: Natural law based upon a theory of natural justice was developed by Aristotle and holds that laws are of two types; universal and specific.   Universal law is the law of nature and binding upon all people.   Universal law does not change.   In contrast, specific law is developed by the local community. It is developed by people and limited in its authority.   Specific law is apt to change frequently. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Once a person errs, the society despises sharing time with him or her until they know that he or she has already regretted the sin sincerely. Historical Natural Law Based Upon Reason:   Natural law based upon reason was developed by Cicero of Rome and establishes that law is premised upon reason in agreement with nature.   Like Aristotle’s universal law, Cicero believes that natural law based upon reason is universal in its application and does not change.   To alter this type of law would be considered a sin, and it cannot be repealed.   It is a law which is eternal and unchanging and valid to all people at all times.   This law was believed to be written by God. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   People pay in exchange of goods because it has been established through the olden times of the biblical and human history that something is given in exchange of something taken. Historical Natural Law Based Upon Divine Intervention: Natural law premised upon divinity was forwarded by St. Thomas Aquinas during the 13th century.   Saint Thomas classified law into 4 levels.   The first level is divine law, not all of which is known to man.   The second level is divine law known to man, called eternal law.   From eternal law comes natural law, and from natural law comes human law. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   People are usually guarded in their decisions through the divine understanding that they have with regards the principles of God. These decisions are considered by the court as the basis of accepting the existence of divine intervention. General Premise of Natural Law Based Upon Divine Intervention:   Saint Thomas’ general premise of natural law is founded upon a notion of goodness.   Saint Thomas’ theory holds that evil acts must be avoided and good acts accomplished. Generally, natural law applies to all people and prescribes that an individual act virtuously. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   People are expected to act upon situations based upon their understanding of the different principles of life that are considered as social norms, their decisions as per mentioned are naturally expected to be based on such moral beliefs. Criticisms of the Historical Theories of Natural Law:   Some of the criticisms of early natural law theory include; 1) failure to distinguish between natural laws and normative laws, 2) man is removed from responsibility in moral decision making, 3) man’s contribution to own civility is ignored and, 4) distrust is unnecessarily placed in manmade structures. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The judgment of humans with regards natural occurrences had been mistakenly related to the acts of abrupt human decisions. Historical Natural Law Lacks Distinction Between Natural and Normative Law: One of natural law’s many criticisms is premised upon a lack of distinction between natural and normative law.   Natural law exists at certain levels in man and in nature whereas normative law, crafted by man, does not exist in the world of nature.   Natural law, much like nature, exists upon its own terms with no sense of morality.   Natural law is fashioned from a factual and a regular existence whereas normative law is comprised of human morality. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Same-sex marriage had not been accepted by the law before, however, just lately, it has been widely accepted by both the church and the law because of the changing levels of social and moral law in the human community. Historical Natural Law did not Assign Responsibility for Moral Decisions: Natural law forwards the proposition that nature makes the selection between two possible and competing moral values.   Realistically, the decision between competing values is made by man and not by nature.   Therefore man must assume responsibility for selecting between two values and he should not ascribe the choice to nature. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Love has been noted by almost everyone as a basis of all existing law. However, if it has been the basis of committed crime, love is then set aside to judge the situation as to how it has affected the lives of others involved in the matter. Historical Natural Law Ignores Man’s Contribution to Own Civility: Natural law does not consider man’s ethical and moral development, apart from that development which occurs through application of natural law.   This premise ignores the importance of man’s contribution to his own development.   Those opposing natural law believe man has more than a passive role in his ethical and moral development and should be given credit for such contributions. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Although humans have already created possible ways to develop their own lives,   natural law suggests that the developments are still based from the natural ways of the environment and not on the pure intellect of humans. Historical Natural Law Promotes Distrust in Man Made Structures:   Natural law promotes distrust in man made structure.   Natural law considers everything created by man to be erratic and inconsistent with prior structures.   Opponents of natural law will argue that the existence of normative standards created by man govern his sense of judgement in a consistent fashion.   Illustration of normative standards includes world religions. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Natural systems are considered perfect and sustaining. It is this reasoning that would actually break down the causes behind the social distrust upon the manmade structures that are not likely following the systems of nature in sustenance and structural existence. Justification for Punishment Based Upon Retribution:   Retribution is often cited as a justification for imposition of punishment for illegal action. Retribution is most commonly associated with a theory of fairness.   One should be punished as a result of one’s blameworthiness in committing an illegal act.   The beneficiaries of the punishment will be the society at large. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   An alleged terrorist upon investigation is judged as guilty and is kept in custody of the authority so as to protect the values of the greater number of human population. Justification for Punishment Based Upon Deterrence:   Punishment has been justified upon the basis of deterrence.   The theory holds that punishment deters illegal activity in two fashions.   First, an individual may be deterred from committing a crime after considering punishment of a prior criminal. Second, the repeat offender may be deterred from committing crime as a result of prior punishment.   The beneficiaries of the punishment will be the society at large. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A prisoner not showing change is usually asked to rehabilitate so as to help him in not repeating his act and the other by being victimized by the said act. Justification for Punishment Based Upon Reformation:   Punishment has been based upon a theory of reformation of the individual’s character, thereby allowing subsequent participation in society.   The beneficiaries of punishment under a theory of reformation will be society at large and the individual criminal. Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Reforming criminal offenders especially the juvenile population is a regular practice that is applied by the government. This aims to help reaffirm the situation of the offender in a better status in the society, thus becoming a better person t the same time.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   DEFINITIONS Jurisprudence: Jurisprudence is comprised of two definitions relevant to the study of law.   First, in the legal tradition of the United States and England, jurisprudence pertains to legal philosophy.   Secondly, other European countries refer to jurisprudence as the collection of decisions of a particular court.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A person looses the real understanding of the jurisprudence of law when he becomes less able to understand the law due to anger and anxiety that increases the chances of moving violently against other people in the society. Likely, jurisprudence is returned to one when he is able to receive the rightful judgment he deserves from the authorities of law.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:      Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A jury decides to dismiss a case because of being highly moved for the reasons of the accused of why he did the crime. It turned out that he had no choice but to do it for the sake of protecting the one’s he loved. The court was less powerful in this case as the majority of the jury as well as the people in the court the public all attested to one plausible fact that the convict did it for a deep and logical reason.               Justice: The definition of justice depends upon which definition of jurisprudence is under consideration.   By the American and English definition, justice means, â€Å"the constant and perpetual disposition of legal matters or disputes rendering every man his due[1].†Ã‚   But a broader definition of justice includes, â€Å"a moral or absolute rightness and upholding what is fair and just[2].†   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Justice is applied as a normalizing factor among the differences of the people on the world. It sets the differences of the people in an equalizing their ideas and opinions with regard law and such things. Hence, justice is a regular matter that needs to be applied in the society continuously. A person then is supposed to be continuously considering justice towards himself and towards others as part of his moral responsibility to the society.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example: Wal-Mart employees claim that they are being unfairly treated by their organization. As they continue to serve the company, they are also constantly apprehended by their union to continue fighting for the justice that they deserve as the force increasing the profit of the company every year. Natural State of Man:   A state or condition whereby man reacts according to his natural impulses and not as a result of such stimulus as fraud, deceit, or misrepresentations.  Ã‚   The natural state of man is developed in the theory of Natural Law.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Conscience is a natural way by which humans understand the natural law of life, the impulses of humans with regards right and wrong is a strong implication of the reality of the existence of natural law. This is the section of the law that actually designs the basis of the right and wrong within the modern human law today.     Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   A man was faced with great adversity of being homeless. He along with his family needed somewhere else to stay other than the streets so the man decided to search any possible area that he and his family could live for while. Out of need, the man saw a deserted house that nearly looked destroyed, still he managed to bring his family there and live there. After a few years, he was able to improve the house. Later on the owner of the house shows up and claims that the house has been stolen from him. The man attests that it was already deserted when he saw it and looked as if nobody already owned it. The man agrees to pay the price of the lot for possession, but the owner refuses to take the offer, instead he wants them to get out of the area. The man refuses the same way and a court hearing was set to solve the issue. Logic: The science of reasoning, or the operations of understanding which are subservient to the estimation of the evidence.   The term includes both the process of proceeding from known truths to unknown, and all other intellectual operations[3]. Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Logic is used by everyone wanting to understand the regularities of life. Every individual utilizing it actually makes a meaningful understanding of the things happening to him and to the environment that he is living in. with logic’s existence, people are given the chance to reason out as to why they have done things in their past and how those experiences affect their present lives today.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Not everything has been explained to a defendant when he was talked to by his lawyer because the session hearing has already begun. However, through looking at the faces of the people in the court, logic tells him that there is something that will happen ones the new witness is set for questioning. Prerogative: An exclusive or peculiar right or privilege. A special power, privilege, immunity, or right vested in an official person, either generally, or in respect to the things of his office, or in an official body, as a court or legislature.[4] Opinionated definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Each person believes to have his own prerogative in life. Using it as a basis of his decisions actually makes his life more meaningful and successful as he uses the power he has to support the wants and the needs he is expected to support in his life today.     Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The NEDA Secretary of the Philippines, Romulo Neri refuses to speak on the depth of the case on the XTE-NBN deal as he is protected by the executive privilege law stating that he can conceal things as long as he believes he has already said what he needed to say at the senate. Property Law: Property law defines the borders of our legally rightful possessions, the nature and scope of those things we can take rightful title to. It is also used to describe the exclusive right of possessing, enjoying, and disposing of a thing[5].   It is the highest right a man can have in an object. Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Every person is given the rightful authority over his belongings. This is the primary basis of the property law which draws the line of the limitations and extent of one’s properties. Such law serves as a guideline to one’s understanding of the things that rightfully belong to him.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚     A number of people ought to say that the place where their scanty homes are standing is their own as community as it is already a public property, therefore they refuse to evacuate when a public project has been passed on to be built in their area. They point out that they have already worked hard for the development of the said area and they deserve to be paid for what they have done. On the other hand, the businessmen attest that they already own the area as they already bought it, meaning that they could already do anything that they would want onto it. Ratio Decidendi: The ground or reason for reaching a decision.   The point in a case which determines the judgment[6]. Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Rational understanding of situations is likely much related to ones logical reasoning over a certain thought that explains a situation as it happens. Being rational about things makes one more capable of seeing the two sides of the coin or the positive and negative aspects of an occurrence. Being rational too helps a person to become more understanding of things as they come barging in to one’s lifetime using such occurrences as great opportunities for change and development.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Wal-Mart finally decided to face their issues with their employees. They tried to come up with the useful process of meeting the needs of their employees as they also meet the standards of the business. Likely though, after a year, the union decided to continue the cases against Wal-Mart as they believe that their values were not served well even after the agreement. Rhetoric:   The art of effective expression and the persuasive use of language.[7] Opinionated Definition:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   One’s capability of using language as a major source of expression of thoughts is a gift. However, a more persuasive pattern used by politicians and other certain personalities in the society today in an aim of influencing others is actually a more complex manner of using words for the sake of attracting people to take notice of the thoughts of the said individuals for consideration.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Example:   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The politicians today use rhetorical speeches to be able to help the people understand their propagandas set for the betterment of the society as per proposed by the said individuals during campaign.   Ã‚  Ã‚  Ã‚  [1]  Ã‚  Ã‚  Ã‚  Ã‚   Black’s Law Dictionary, 6th Edition, 1990.   Ã‚  Ã‚  Ã‚  [2]  Ã‚  Ã‚  Ã‚  Ã‚   The American Heritage Dictionary, 2nd edition, 1983.   Ã‚  Ã‚  Ã‚  [3]  Ã‚  Ã‚  Ã‚  Ã‚   Black’s Law Dictionary, 6th Edition, 1990.   Ã‚  Ã‚  Ã‚  [4]  Ã‚  Ã‚  Ã‚  Ã‚   Black’s Law Dictionary, 6th Edition, 1990.   Ã‚  Ã‚  Ã‚  [5]  Ã‚  Ã‚  Ã‚  Ã‚   Black’s Law Dictionary, 6th Edition, 1990.   Ã‚  Ã‚  Ã‚  [6]  Ã‚  Ã‚  Ã‚  Ã‚   Black’s Law Dictionary, 6th Edition, 1990.   Ã‚  Ã‚  Ã‚  [7]  Ã‚  Ã‚  Ã‚  Ã‚   The American Heritage Dictionary, 2nd edition, 1983.

Measuring Quality Of Service Delivery In Adult Social Care - Free Essay Example

Sample details Pages: 15 Words: 4415 Downloads: 1 Date added: 2017/06/26 Category Sociology Essay Type Research paper Level High school Tags: Social Work Essay Did you like this example? Putting People First: Measuring quality of service delivery in adult social care Introduction Recent demographic indicators reveal that over the next decade the effect of ageing on the UK adult population will result in a 20%increase in those of 65 and a 60% increase in â€Å"the over 85 year-olds† by 2027 (DoH 2007a, p.1). This trend, together with the increase in the numbers of the population suffering from medical and health issues, including dementia and disability, presents a challenge to the provision of adult social care, in terms of both funding and the need to deliver appropriate services designed to provide this segment of the population with â€Å"equality of citizenship† (ibid). As a response to the changing demography, in 2006, the Department of Health (hereinafter DoH) produced a white paper outlining a new direction for the provision of adult social care services within the community, which indicated the need for a fundamental change from previously existing policies and procedures (DoH 2006). Don’t waste time! Our writers will create an original "Measuring Quality Of Service Delivery In Adult Social Care" essay for you Create order Subsequent DoH (2007a, 2007b and 2009) publications have served to provide guidance on how it was anticipated these change would transition into the practical environment. The central theme of this new direction was based upon a personalised agenda, with users and their carers being given more control and choice over the care services they required and the format in which they wished these services to be provided. In other words, the objective was for adult social care services to be provided based upon a person-centred approach rather than the internal social care services decision-driven model (Department of Health 2007b). As with all new fundamental and structural changes of this nature, a key element of the ‘personalisation agenda is to ensure that the quality of service delivery matches the health and social needs of the local community. It is this aspect of the new adult social care than forms the basis for this paper. Following a brief overview of the objectives and requirements of the ‘personalisation agenda, the paper will outline the measurement hat are required to be put in place to ensure the delivery of the requisite quality service to the end user and their carer (Mullins 2006). The ‘Personalisation agenda The basic premise of the ‘personalisation agenda programme and its aim of moving control of adult social care services to a user/carer-centred model. In other words, instead of professionals within the social services making the decision in relation to the support services required, and how this would be provided, under the new systems, these issues will be determined by the individual user. Therefore, with the aid of the social services team as and when required, the purpose of ‘personalisation was to deliver four main objectives, which are outlined as follows: Budgetary control The user/carer will have the opportunity to design and create their own budget to cover their health and care needs. Based upon this budget, an allocation of funds will be provided over which the user/carer will retain control Choice of support requirement spending Within the context of the budget and resources that has been designed by the user/carer, they will retain the choice of what support services they require and how the budget will be allocated across these services Choice of service providers Rather than social services deciding the service provider, that choice will now be in the control of the user/carer. In this respect, the user/carer can decide whether the support services they require should be delivered at their home, at an external location, such as a care home or respite centre and, ultimately, whether the provider of these services should be the local social care service or an external private organisation. Appropriate and timely access to support Instead of having the delivery of their health and social care services determined by the professionals within the health care sector, the personalised approach gives the user/carer the right to choose the time of these services, for example, at night or during the day. To ensure that these objectives could be met, with a target data for their full implementation being set at April 2011 (ADASS 2009), were tasked with introducing a system based upon the following changes: Integrated working with the NHS Commissioning Strategies, which maximise choice and control whilst balancing investment in prevention and early intervention Universal information and advice services for all citizens Proportionate social care assessments processes Person centred planning and self-directed support to become mainstream activities with personal budgets which maximise choice and control Mechanisms to involve family members and other carers A framework which ensures people can exercise choice and control with advocacy and brokerage linked to the building of user-led organisations Appropriate safeguarding arrangements Effective quality assurance and benchmarking arrangements To deliver these changes successfully within the target time scales set, this process has required local social services departments to take steps to redesign the manner in which their organisation were operating as outlined within the following section of this report. 3 Re-designing the provision of adult social care For the adult social care departments of local authorities, main areas of change required to develop a user/carer-centred approach to service provision, the most important factors that needed to be addressed were concentrated upon three main areas. These can be defined as follows: Ensuring the resources are available to assisting the user with the creation of their own care assessment needs and budget Ensuring the facilitators of that choice were available and making sure that the required quality of service is delivered, and Providing and communicating information in a manner that enables the user to make an informed choice Consequently, there was a need to focus upon introducing improvements to three key operational elements: 3.1. Human resource capabilities It will be apparent that some user/carers may require assistance with the process of conducting a personal assessment of their ongoing health and social care needs and designing the budget required to ensu re that these needs are capable of being met. For this purpose therefore, it has been important for the local authority to provide users with access to employees with the required level of skills and capabilities to assist the user/carer with this process. In many cases, the requisite skills and competences required to achieve this transformation of services might not have existed within the roles of existing frontline service team members. Therefore, it has been important to introduce training programmes designed to assist the workforce to adapt to the new roles. 3.2. Physical internal and external resources As user/carers now have the choice of how, where and who they wish to provide their service needs, it has been important to realign existing internal existing and external physical and, in some cases human, resources to provide the appropriate range of choice. In basic terms, this choice can be divided into two main categories, these being whether the user/carer req uires the service to be delivered in the home or at an external location and having the choice as to whether the service is delivered by the public or private sector. Home or external delivery of service Within this context of choice, the main area of change has occurred where user/carers have wished their service requirements to be delivered in their own home. To facilitate this choice, adult care services have needed to ensure two requirements are met. Firstly, there has been a need to ensure that there is a sufficiency of employees experienced in the delivery of home based care services to users/carers, which in some cases has again meant retraining existing members of the workforce to ensure their ability to transition from working in a controlled environment to one where self-control is the main requirement. Secondly, it has meant that the adult social care service has an adequacy of physical and portable equipment required to facilitate home based service provision . Public or private service provider Concerning the choice of provider, it was incumbent upon the adult social care services to achieve two objectives. Firstly, there was a need to develop relationships with a sufficient number of external private care providers to enable sufficiency of choice for the user/carer. Secondly, as part of their remit to providing the appropriate type and quality of care, the department also needed to be assured that the quality of service available from the external private provider complied with the standards and quality of care as set down within the government and DoH requirements. Private health and social care providers in this context can refer to agencies and individuals who are trained in the provision of individual care services as well as the external organisations that are operate nursing, care home and other health care facilities. 3.3. Communication process The final change required, and perhaps in many ways equally importan t as those discussed previously, has been the need to introduce a robust process of bi-direction communication between all the stakeholders, which includes the adult social care management teams, employees, external service providers, both public and private and, of course, the service user/carer. In order to make an informed choice it is critical that the user/carer has access to data and information related to all the available options open to them. For example, in the case of private care homes, this would include details of the accommodation amenities, the type of care services available from the provider, and overview of their quality standards and the price of the service being provided. In other words, there is a need to create a knowledge based organisation (Nonaka and Takeuchi 1995). In practice therefore, the communication process within the adult care service environment in accordance with the following diagram (figure 1). 4. Measuring quality service delivery 4.1. The rationale for measuring quality service Major Service delivery transformation of the nature being discussed within this report requires change and, as Turner (2009, p.1) rightly confirms, â€Å"Change: and the need to manage change through projects, touches all our lives, in working and social environments.† This has certainly been the case in designing a process that requires the adoption of a user/carer-centred approach to adult social care. Similarly, as with all changes of this nature, not all aspects of the process can be completed at the same time, in other words it needs to be introduced in stages (Allan 2004, Cameron and Green 2004, Blake and Bush 2009 and Turner 2009). For example, providing carers with information related to private provider service choice cannot occur unless or until these providers have been contacted and a relationship built with them to facilitate their willingness and appropriateness to be included in the process. Lewin (Wirt h 2004) in developing what he terms as the ‘freeze model suggests that stages required to complete this change are three in number: Motivation of need for change (Frozen) Design and implementing the change (Unfrozen and moving to a new state) Making the change permanent (Refreezing) Source: Wirth (2004) Of equally critical importance having identified that structure that needs to be put in place to effect the change/transformation to the ‘personalised agenda requirements for the organisation, is to ensure that each aspect of this process is managed in an efficient and effective manner in order to deliver the quality of service that meets the user./carer needs. It is equally important to continue to measure the quality of service delivered on an ongoing basis. The ADASS (2009) have suggested that the transformation to the new service structure should be based upon the extent to which the local adult social service department has achieved the following five key priorities: That the transformation of adult social care has been developed in partnership with existing service users (both public and private), their careers and other citizens who are interested in these services. That a process is in place to ensure that all those eligible for council funded adult social care support will receive a personal budget via a suitable assessment process. That partners are investing in cost effective preventative interventions, which reduce the demand for social care and health services. That citizens have access to information and advice regarding how to identify and access options available in their communities to meet their care and support needs. That service users are experiencing a broadening of choice and improvement in quality of care and support service supply, built upon involvement of key stakeholders (Councils, Primary Care Trusts, service users, providers, 3rd sector organisations etc), that can meet the aspirat ions of all local people (whether council or self-funded) wanting to procure social care services. Source: ADASS (2009) Consequently, it is clear that as an integral part of delivering these priorities, the local adult social services department to have implemented a number of performance assessment and measurement models are discussed in the following section of this report. 4.2. Measurement models for quality service delivery For measuring the effectiveness of quality service delivery within the context of any organisation, there are a number of management and measurement models that can be used. The objective of some of these, as Turner (2009, p.357) comments is to analyse and assess the performance of the changes that are taking place, such as the transformation of adult social care being discussed in this report. However, in addition to these measurement models, there are others that are designed to measure service quality for specific elements and stakeholders within the change process and post change performance. Taking the above issues into account, the focus of this discussion is aimed at measurements to be used during the course of the adult social service transformation, the effectiveness of individual employees and external providers provision of quality services and the measurements used to assess the satisfaction levels of the user/carer. This triangular approach is designed to achieve the following objectives for the adult social services department: Monitoring quality service delivery against timelines and milestones set Enabling department to comply within regulatory agendas Ensuring required skills and competences of work force and external providers Monitoring development of appropriate team based relationships Measuring extent to which services provided meet with user/carer needs In all of these areas, the measurement models being used are designed to be part of a continuing process of ensuring the s ervice delivery remains at the highest level of quality (Mullins 2010). 4.2.2. Project and post-project performance In the view of the author of this report, in order to evaluate the change and improvement to the quality of service during both its implementation and execution stages, it is considered that the measurement model based upon the KPI and Balanced Scorecard approach which was developed by Kaplan et al (2006) is the most appropriate for use. This is especially true within the implementation stages of the change process. The reason for this is that it provides regular opportunities for reassessment and the rapid introduction of measures to address issues that might have arisen (Johnson and Clark 2008). Moreover, within the context of the ‘personalised agenda approach, it has the added benefit of being able to combine the financial as well as the non-financial outcomes. In this respect therefore, when used in the adult social services this model not only en ables an assessment of the service quality being delivered but will also help to ascertain whether the user/carer is being provided with value for money. The design and benefits of this measurement model can best be explained from the following diagram, which clearly shows the objective of the Balance Scorecard is to assess and evaluate the performance of quality service delivery from four main perspectives. There are to provide a process for learning and growth, to provide guidance for the management of the organisation, ensuring satisfaction of user/carer needs and, as a result to achieve the financial objectives (Kaplan et al 2006). In terms of improvement to the service quality, are clearing identified within the appraisal of the KPIs (figure 3), in that it provides learning for the organisation, which leads to better decision making and continues the process of improved service quality delivery. Source: API (2010) https://www.ap-institute.com/kpi_fig3.htm 4.2.3 . Employee performance appraisal Skills and competences of employees, whether part of the internal social services workforce or engaged by an external provider, are another key an essential area of service quality delivery that needs to be constantly kept under review (Leat 2001 and Armstrong 2006). The extent to which an employee is able to perform their duties in a manner that satisfies the user/carer, will have a significant impact upon the latters level of satisfaction. Consequently, it is important for managers to work with the employees to ensure that they are both acquiring the skills needed to perform their roles and motivated to undertake these duties in a manner that seeks to achieve excellence. The most appropriate model in this instance is the use an individual employee ‘performance appraisal system. This model is based upon interactive communication and discussion process that takes place between the employer/manager and the employee (Leat 2001). The fi rst stage is for both parties to complete a previously designed ‘performance appraisal form, which can be similar to the example that is provided in appendix 1 and attached to this report. The purpose of both parties completing this document is so that the level and standard of the employees performance is provided from both perspectives. This provides the opportunity for the employer to gain an insight into where the employee feels they are excelling and/or consider that further assistance from the organisation, perhaps in the form of additional training, may be considered helpful. Following completion of the appraisal form, the employee will then deliver a copy of this to his/her employer for consideration. It is preferable at this stage to ensure that a meeting has been arranged at which both employee and employer will be able to discuss freely the results of the appraisal (Armstrong 2006). It should be deliberately designed for this appraisal process to take the f orm of a two-way conversation or discussion. From an employers viewpoint, this will provide them with the opportunity to provide the additional assistance that the employee perceives to be missing from their development, and discuss those areas where the employer considers improvements are required. For the employee, this process is likely to lead to them feeling more involvement with the organisation and therefore more motivated to produce the best service performance they can (Leat 2001). Further, to enhance the levels of employee involvement and motivation, which as Armstrong (2006) argues, is key to gaining the best quality of service from the workforce, it is important that the adult social services department introduces a system of employee discussion groups. During these sessions, all employees should be encouraged to participate and share their views and opinions on the effectiveness of the processes that is intended to improve service quality for the user/carer. Of ten, these discussion sessions will lead to the innovative ideas being suggested which, although not previously considered, could produce benefit for the process, as well as improving employees level of involvement with the organisation. 4.2.4. User and carer service quality satisfaction Academics and researchers, especially those who are intimately involved with the social and health care sectors, have sought to provide a number of tools aimed at improving the quality of service delivered to the user/carer. Two of these models, which have recently been assessed, are the SPRU and ASCOT models (SCIE 2010), the objective of both being to find ‘excellence in adult care services.† The SPRU (Social Policy Research Unit) model (SCIE 2010, p.4) The focus of the SPRU is based upon the conducting post-service delivery assessments and evaluation which, in other words means that this models, through some format, measures the extent to which the service quality has p rovide the required service and needs priority for the user/carer. It is a model that is often relied upon for inspection and compliance purposes, such as when the Quality Care Commission conducts an inspection of a private care home (Francis 2009). The ASCOT (Adult Social Care Outcomes Toolkit) model The ASCOT model of performance measurement is very similar to the SPRU model, with the difference being that in this case there are a more defined number of specific issues that the research in question is endeavouring to use for their assessment of the quality of the service being delivered to or experienced by the user/carer, as outlined below: Accommodation, cleanliness and comfort – The person using the service feels their home environment, including all the rooms, is clean and comfortable. Control over daily life – The person using the service can choose what to do and when to do it, having control over their daily life and activities. Dignity â⠂¬â€œ The negative and positive psychological impact of support and care on the personal sense of significance of the person using the service. Food and nutrition – The person using the service feels they have a nutritious, varied and culturally appropriate diet with enough food and drink they enjoy at regular and timely intervals. Occupation – The person using the service is sufficiently occupied in a range of meaningful activities whether it be formal employment, unpaid work, caring for others or leisure activities. Personal cleanliness and comfort – The person using the service feels they are personally clean and comfortable and look presentable or, at best, are dressed and groomed in a way that reflects their personal preferences. Safety – The person using the service feels safe and secure. This means being free from fear of abuse, falling or other physical harm and fear of being attacked or robbed. Social participation and involvem ent – The person using the service is content with their social situation, where social situation is taken to mean the sustenance of meaningful relationships with friends, family and feeling involved or part of a community should this be important to them Source: SCIE (2010, p.5) What both of these models have in common is that they are based upon the recognised processes of quantitative primary research, which is commonly used by academics for a wide range of investigations (Johnson and Durberley 2000, Easterby-Smith et al 2004 and Gill and Johnson 2010). With the overall objective of ‘personalised agenda being to deliver a quality of service that meets the user/cares needs and requirement, it follows that the only way that this quality can truly be measured is by gathering information from the source that is intimately connected with, and experiencing, the service being provided, this being the end users. Consequently, it is important for the adult social c are department to introduce a continuing process of measures designed to accumulate feedback from the user/carer, which should include: Regular conduct of a survey questionnaire aimed at gaining user/carer feedback and comments on all aspects of the services delivery process that they have decided to be included within their care management plan Regular individual one-to-one meetings with user/carers to allow for more comprehensive bi-directional discussion related to their experience of the service quality provided Of course, the most important part of this process is for the organisation to ensure that where issues or concerns are raised by the user/carer, These are referred to the relevant stakeholder group or person within the organisation so that they can be appropriately be addressed. Additionally, regular contact should be maintained with the user/carer, to advise them of the outcome of any measures taken to improve the quality of the service delivered. 5. Conclusion There is no doubt that the transformation of adult social care has not only signalled one of the most comprehensive reforms of quality service delivery to the user/carer in many decades, but also one of the most complex in terms of its introduction and successful implementation (DoH 2009). Consequently, ensuring that the quality of the services being delivered are maintained during and post this implementation has required the introduction of a number of measures designed specifically to ensure that that this remains the case. As indicated within this report, those measures, the central part of which is to evaluate and examine the user/carers perception of service quality is being met, need to be applied to all stakeholder groups, including those internal to adult social services and the external services providers whose services are also utilised. It is considered that the measurement and managed tools discussed within this report provide the best models for this purpose. Bibliography ADASS (2009), Transforming Adult Social Care Services, Available from: https://www.idea.gov.uk/idk/aio/13603402 [Accessed 10 December 2010] Allan, Barbara (2004). Project Management: tools and techniques for todays ILS professional. London: Facet Publishing Armstrong, Michael (2006). Performance Management: Key Strategies and Practical Guidelines. 3rd Rev. ed. London: Koran Page Ltd Blake, I and Bush, C (2009). 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Making Sense of Change Management: A Complete Guide to the Models, Tools and Techniques of Organisational Change, London: Kogan Page Ltd DoH (2006), Our health, our care, our say: Available from: http:[email  protected]/* */[email  protected]/* *//documents/digitalasset/dh_4127637.pdf [Accessed 10 December 2011] DoH (2007a), Putting People First, Available from: https://www.cpa.org.uk/cpa/putting_peo ple_first.pdf [Accessed 9 December 2011] DoH (2007b), Commissioning Framework for Health Wellbeing, Available from: https://www.pfc.org.uk/files/NHSConfed_CommissioningConsult27.pdf [Accessed 9 December 2011] DoH (2009), Valuing People, Last Accessed 9 May 2010 at: https://www.cpa.org.uk/cpa/putting_people_first.pdf Easterby-Smith, M., Thorpe, R, Lowe, A (2004) Management Research: An Introduction, 3rd Edition, London: Sage Publications Francis, J. (2009) SCIEs Approach to Economic Evaluation in Social Care. London: Social Care Institute for Excellence, forthcoming Gill, J and Johnson, P (2010) Research Methods for Managers, 4th Edition, London: Sage Publications Johnson, P and Duberley, J (2000) Understanding Management Research: An Introduction to Epistemology, 3rd Edition, London: Sage Publications Johnston, R. Clark, G. (2008), Service Operations Management, 3rd ed., Harlow: FT Prentice Hall Kaplan Robert. S and Norton, David P (2006). Alignment: How t o apply the balanced scorecard to corporate strategy. Boston: Harvard Business Press Leat, Mike (2001). Exploring Employee Relations. Oxford: Butterworth Heinemann Mullins, L.J. (2010) Management and Organisational Behaviour, 9th Ed. Harlow: Pearson Education Nonaka, I and Takeuchi, H (1995) The Knowledge Creating Company, Oxford: Oxford University Press SCIE (2010), Finding excellence in adult care services, Available from: https://www.scie.org.uk/publications/misc/definitionsofexcellence/files/definitionofexcellenceapproaches.pdf [Accessed 11 December 2011] SPRU Outcomes in Community Care Practice Series (1996 – 2001) York: University of York, Social Policy Research Unit https://www.york.ac.uk/inst/spru/pubs/occp.htm Turner, J.R (2009), The Handbook of Project Based Management, New York: McGraw-Hill Wirth (2004), Lewin/Scheins Change Theory, Available from: https://www.entarga.com/orgchange/lewinschein.pdf [Accessed 10 January 2011] Woodward CA (19 88) Questionnaire construction and question writing, Medical Education, Vol.22, Issue.4, pp.345-363