Bank of America Assignment Example | Topics and Well Written Essays - 1250 words

Bank of America - Assignment Example MBNA is the largest player in the credit industry worldwide. By acquiring MBNA, the Board of Bank of America would be able o acquire a majority market share of 20.2% in the $1.2 trillion credit card business. For this reason, the Board of America has taken a strategic decision to buy out MBNA for $35 billion. The advantages of the acquisition include access to a large share of the worldwide credit card markets (Kumar, 2012, p.37). The Bank of America could make use of its large network of 5800 branches in the US for providing financial services. The customer portfolio of MBNA also comprises of low risk borrowers which would be advantageous for the bank of America. The buyout also involves certain disadvantages. The buy out decision of MBNA has come at a time when the credit card market is saturated and there is a turn-around in the consumer behavior in the credit cards industry. Thus the growth prospects of venturing into the credit card business are likely to be decided with time. . .. Considering the slow down of the credit card business, the shareholders would still expect the bank to leverage on the resources of MBNA. The shareholders view this buyout to have been taken place at a higher value than the market price. The acquisition of MBNA by the Bank of America would tend to kill the competition in the market and the Bank of America would increase its market share. The vigorous strategies of American Express by persuading banks to advise customers to use their credit cards could also be challenged and the Bank of America is likely to move to the higher position in terms of market capitalization (WetFeet, 2008, p.46). An increase in the gamut of financial services would make the shareholders believe that the company is looking to expand its operations and the volume of revenues and earnings would also tend to increase. A high earning for the Bank of America after the buyout and exploring the potentials of the credit card business would mean that the earnings per share for the shareholders would increase. The dividend payout of the bank is also likely to increase and it is viewed positively by the shareholders. The shareholders also foresee a rise in valuation of the shares due to the strategic buyout of MBNA by the Bank of America (Kunitzky, 2010, p.78). Perspective of the shareholders of MBNA The shareholders of MBNA were supposed to be skeptical about the future of business of credit cards of MBNA. This is due to the facts that the credit market has saturated at this point of time and there is change in the consumer behavior in the credit card industry. Due to huge competition in the credit card market, the consumers expect a term of

Refusal for Eating Disorders Essay Example for Free

Refusal for Eating Disorders Essay The controversial issue of insurance companies and mental health cost is an ongoing battle. Initially, I would like to say that eating disorders are emotionally based rather than physically. Emotions are from the mind where there are thoughts, perceptions, motivations, and imaginations. Emotions are what we feel inside of us that cause us to act in a certain manner, although some people’s emotions are so powerful that their actions are uncontrollable. This is the case with eating disorders. Therefore, how could anyone choose to ignore a victim with an emotional problem like eating disorders, and refuse 100 percent medical coverage for this ailment? The insurance company’s logic or ability to manipulate this refusal of medical coverage for eating disorders is due to the unregulated controls; by federal regulations that gives insurance companies all the administrative, and authority to refuse medical coverage for eating disorders. Over the years eating disorders have been misunderstood and poorly explained by insurance companies. It is included in the list of mental heath diseases, along with perceptions and distinguishing features that can be identified by medical personnel. However, today I sense eating disorders are renowned mental illnesses that affect all walks-of-lives, and should receive entire medical coverage. The National Organization for Women, 2007 stated that typically, insurance companies cover the cost of treating the physical symptoms such as heart failure, kidney failure, rupture of the esophagus, ulcers and high blood pressure. Yet, the treatments that address the mental health of the patient, and the root causes of the disorder, are not generally covered, or are only partially covered. However, I feel that the treatment to an illness is cured through its roots and perhaps there should be more financial support in the root of this illness. I thought the intent for health care was designed to make people healthier in opposition to extracting money from the faithful customers. It is obvious that â€Å"ten million Americans suffer from eating disorders† (Kramer, 2007) according to estimates from several known health groups. Moreover, nearly all of those victims felt powerless because of something they were feeling inside themselves. But what happened to the genuine care of others? Medical insurance companies have networks of physicians, and facilities with a wealth of knowledge that have served loyal families, companies, and athletes for years. Those physicians are also well trained within their particular field, and certainly know what is best for their patients. Some medical insurance companies do provide treatments to their members, however they are normally limited. Perhaps, this is the reason why â€Å"the effectiveness of a full recover after treatment for eating disorder is only 60 percent†. (Kramer, 2007). At one time eating disorders were rarely talked about, kept hidden from others and very poorly understood. Although, today medical experts now know that eating disorders are mental heath diseases since they have recognizable causes, clear symptoms, and predictable out comes; but Insurance companies consider an eating disorder â€Å"severe based on the number of times that it recurs† (Kramer Others, 2007), and I believe this is ridiculous. Surprisingly, there are â€Å"only 43 percent of the American population that are fully aware of the different types of eating disorders, and the resulting health complications that can occur with them. (NEDA. 2007). However, the other 57 percent could be the insurance companies, or even friends that could provide a strong shoulder with understanding during difficult times â€Å"An eating disorder occurs when a person ties his or her self-esteem, personality, and happiness, and their way of life with food† (Strada, 2001). Individuals who demonstrate those types of traits are known as having an eating disorder and distressing as it may sound, most victims and none victims are not fully mindful of this disease. A model of this unaware mindset of eating disorders is witness daily during a group discussion among friends. A group of acquaintances or insurance agents may have expressed their opinion of a friend by wording â€Å"John is obese because he always stays home and watches TV shows, he has no desire to lose any weight†. Another opinion from the group may be â€Å"Mary is a very tiny women, she probably wears a size two†. In both instances, John, Mary, and their acquaintances lack the knowledge of this life threatening illness; perhaps this is just one more reason why those illnesses should be covered via insurance. This well-known psychology has clearly demonstrated a concrete motive for eating; however insurance companies â€Å"continue to ignore the systematic symptoms of this dreadful illness in spite of its increases since the mid 1950s†. (Whelan, 2002). Eating disorders are not one particular illness; instead it is made-up of four different types of illnesses that consist of anorexia, bulimia nervosas, compulsive overeating, and binge eating. This constitutes the need to identity them separately, each one should be looked upon differently in order to gain a better understanding of them, and at this same hopefully this issue on insurance coverage should raise the level of unease and stress the need for more coverage and education regarding these disorders. †¢ â€Å"Anorexia nervosas, is a an illness which someone deliberately keeps their weight below a healthy level, often see themselves as fat and may look like a person of starvation. †¢ Bulimia nervosas is an illness in which people eat large amount of food in short time and get rid of it by purging themselves. Purging is usually by vomiting and/or taking laxatives. †¢ Compulsive overeating, it is driven by an urge that the person cannot control. It can be triggered by hunger but is often a response to negative thoughts or feeling. †¢ Binge eating disorder (BED), the binges involve at least three of the following, eating very quickly, eating until uncomfortable full, eating when not physically hungry, eating alone because of embarrassment about the amount eaten, felling disgusted, depressed, or very guilty afterwards (Whelan, 2001).† Eating disorders don’t discriminate, instead, affecting everyone from females to males, wrestlers, insurance agents, and celebrities. They have affected lightweight boxers, family and friends, even affecting Diana, Princess of Wales. She â€Å"suffered from bulimia and spoke to the public about the emotional aspects of her illness† (Whelan Others 2001). It was once believed that eating disorders begin in the teenage years to due to physical, emotion, and social changes that youth experience, and it was once known that women suffering from eating disorders did not speak out, and older women in their 40s and 50s rarely experienced symptoms of eating disorders although now circumstances have changed. There are still more reported cases of females suffering from eating disorders then men, however, there are now reported cases were a nine-year-old boy was diagnosed with eating order, and other boys and men are now stepping forward for help. Additionally, â€Å"older women in their mid 40s to 50s are also now experiencing relapse and new cases are surfacing within the same age groups for having eating disorders†. (Kramer Others, 2007). Accept as the truth, or not but ‘eating disorders are four mental illnesses’, and the American people including myself are unhappy with insurance company’s lack of support. Furthermore, there are insurance companies in this era that have been sued for millions of dollars, all for refusing to pay for treatment of 21-years-old anorexic [a type of eating disorder],a women who committed suicide because of her emotional shortfalls, and ignored cry for help.

Ugliness and Beauty in Alice Walkers Color Purple Essay -- Color Purp

Ugliness and Beauty in Walker's The Color Purple  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚     Ã‚  Ã‚   When I finished The Color Purple, I cried. I was deeply touched by the story and all of the issues that it addressed. One interrelated theme that reiterates throughout the novel is that of ugliness and beauty. Celie represents ugliness, and Shug Avery illustrates beauty. The most prominent way that the struggle between ugliness and beauty presents itself in the novel is through Albert, Celie's forced husband, and Shug's long-time lover.    The characters of Celie and Shug are compared and contrasted throughout the novel, and the reason why Albert, for the majority of the novel, treats the two of them so differently is because of the way they look. Albert not only hates, but beats Celie because she is ugly and she is not Shug. "He beat me [Celie] when you not here, I say. Who do, she [Shug] say, Albert? Mr. _____, I say. . . . What he beat you for? she ast. For being me and not you" (79). Albert loves Shug because she is beautiful. In addition, Alice Walker "views Albert's love of Shug, in spite of her color and his father's protestations, as a sign of psychic health and, more specifically, a sign of self-love" (Winchell 98). However, this "self-love" that Albert supposedly possesses is only extended to Shug, not to Celie. This is because Shug is the epitome of society's patriarchal definition of a feminine woman. She has perfect flawless skin, hair that is never out of place, a voluptuous and sensuous (non-fat) body, a nd the fashionable clothes and accessories of a model. On first meeting Shug Celie describes, "and she dress to kill. She got on a red wool dress and chestful of black beads. A shiny black hat with what look like chickinhawk feathers curve down... ...Louis Gates, Jr. and K. A. Appiah. New York: Amistad Press, Inc., 1993. Johnson, Yvonne. The Voices of African American Women. New York: Peter Lang Publishing, Inc., 1998. Smith, Pamela A. "Green Lap, Brown Embrace, Blue Body: The Ecospirituality of Alice Walker." April Cross Currents 2000 (1999): 18 p. Online. Internet. 30 Nov. 1999. Available: http://www.aril.org.smith2.htm. Walker, Alice. The Color Purple. New York: Pocket Books, 1982. Walker, Alice. "A South Without Myths." Sojourners Magazine Online (Dec. 1994 - Jan. 1995): 2 p. Online. Internet. 30 Nov. 1999. Available: http://www.sojourners.com/soj9412/ 941213.html. Waxman, Barbara Frey. "Dancing out of form, dancing into self: genre and metaphor in Marshall, Shange, and Walker." Melus 19.3 (Fall 1994): 1-16. Winchell, Donna Haisty. Alice Walker. New York: Twayne Publishers, 1992.

Personal Ethical View Point

Even though I do not always speak up when I know something is wrong, I have a strong code of personal ethics because I believe loyalty, honesty, and above all, respect for others will guide me to make me the proper ethical decisions throughout my life. I feel that I am a very loyal person. I believe that I am easy to get along with and can make friends without effort. Once I make friends, I have them for life. I have always prided myself on supporting decisions that my friends and family make, even if I know they are a mistake. Who am I to correct anyone’s actions?I understand the importance of making mistakes, so we can learn from them. Along with loyalty, I pride myself on having great fortitude. I am not easily swayed in my beliefs. I will listen to other view points and understand the importance of different beliefs, but I stand strong with the facts that I have discovered in which I developed my beliefs. Although I say that I respect other people’s opinion, I will fight for a cause I believe in, and I will back it up with every bit of energy I have if I feel something needs to be done to correct an action.I have noticed that I will tell people the truth, even if it may hurt them, but I will only do so when asked for an opinion. I know that telling a lie will only hurt me in the long run, so I am thankful that I am an extremely honest person. Lies will always come back to haunt me, and I am aware of that fact. I prefer to go through life without the stress of being caught in a lie. Honesty always pays off in the long run, even if it may cause feelings to be hurt. Working hard is a trait I value in my life. Not just physical labor, but mental work as well.I am tenacious in working through a problem until it is solved. I generally work hard on everything I set out to accomplish. I also believe that it takes a great sense of critical thinking to achieve successful hard work. I recognize that working hard comes with a set of rewards unattainable a ny other way. Along with all the great qualities I have, I would not be human if I said I did not have some negative qualities as well. To me, having some negative qualities does not necessarily mean it is a shame, but instead, I believe having negative points only helps balance out the positive.For instance, I have been known to be overly quiet when I should have spoken up on someone’s behalf. In other words, I do not always stick up for others when they are being treated poorly. I do get an overwhelming feeling that I should be strong and say something, but the quiet person inside me feels more comfortable and I weigh the options of making a situation worse, rather than better. When I notice something is wrong, I have a tendency to ignore the situation unless it involves me. I believe this goes back to deciding if my opinion will make a situation worse.I know this is a quality that I must work on in order to continue to become a better person. If more people spoke up, maybe this world could become better? This is what I consider to be my biggest character flaw. Additionally, I also have been known to give into peer pressure. Not when it comes to drugs or other unhealthy activities, but I will often follow others actions when participating in activities that make me feel uncomfortable. Also, I often take advice from people, even if I know it is not the best advice. Perhaps this is a way of showing respect to others.As I have stated, I pride myself on being a strong person, but sometimes this conflicts with the desire to make others feel valued around me. When I speak of value, there is only one thing that I value the most, and that is my family that I have created. The best gift I was given was my children and my loving husband in which I would do anything for. They are the reason I try to be successful. I have worked very hard at teaching them a great sense of personal ethics of their own, and I support my family’s decisions whether I feel them to be right or wrong.If a member of my family does make a decision that could have had a better outcome, I let them figure out the issue, and I always suggest new ideas in order to still give a structured solution, while that individual still learns from their mistakes. Again, even though I do not always speak up when I know something is wrong, I have a strong code of personal ethics because I believe loyalty, honesty, and above all, respect for others will guide me to make me the proper ethical decisions throughout my life. How might you use your personal ethics to determine a course of action?I have an example in which my personal ethics were greatly tested. When I was still working as an Assistant Security Director, the head Security Director was a very harsh, uncaring, pushy type of a person. He often treated all of his employees very poorly. He called everyone awful names. Once an employee had made a mistake within their job duties, my boss would forever hold that over their h eads and often referred to those employees as â€Å"his retards. † He would even introduce them to other people that were hired into our department as retard # 1, 2, & 3.On a daily basis, I would watch our most manly men come into the security office with their head held high, only to watch them leave feeling less of a man, and their heads hung low. My boss would also make sexual remarks to all the female security officers and I know it made them feel very uncomfortable. The Security Director knew that what he was doing was terribly wrong, because he threatened everyone’s jobs if they went to his boss. Most of the employees felt helpless. I believe this is where the quiet part of me stood in the way, because I did not say anything to him or anyone else even though I was just under his rank.I would often go home and reflect what the Security Director had done for the day and watched how people’s feelings were affected, including mine. After much embarrassment, hu rt feelings and lack of pride, I finally let my personal ethics shine through. After a lot of intense reflection, as well as begging from the rest of the staff, I decided it was time to do what I could to stop my boss’s behavior. I stood up for all my employees knowing I could lose my job. I was tired of knowing in my heart that what he was doing was wrong on so many levels. I went above his head and secured a meeting with his boss. I spoke up and evealed all of my boss’s behaviors. I was completely uncomfortable doing so, but I knew it was the right decision that I had made. In the end, the Security Director was given a choice to leave or be publicly dismissed of his duties. I believe the result of me adhering to my strong code of personal ethics was the catalyst for this situation. All the employees who were harassed and bullied by my boss were so thankful and appreciative. My company had hired an investigator and every single employee was interviewed on the topic. A lmost everyone stood behind me and showed their support. I guess they just needed someone stand up and be heard.

Mendel Vs. Darwin

Dear Mr.. Mendel, I am very Interested In your study of genetics. I also am a Naturalist and we share the same passion for Gods creation. I have known, from your studies of genetics, organisms may only pass down traits to their offspring that they were born with. This proved Lamarckism theory to be incorrect. Your studies show many helpful genetic facts. One of which is all members of a species are all different in some way. This ties together part of my own theory called Natural Selection.I too believe that all organisms are born with different variations. Variations that help to get food or escape from predators will help that animal survive. Then, those animals will reproduce offspring with the helpful variation. Your genetic studies reinforce my theory of Natural Selection. One of our few differences is that you conduct controlled experiments, while I simply observe nature. Much of my work took place while sailing on the Beagle around South America and Africa. I observed the natu ral life and took notes.You seem to Like working In a laboratory while I Like to explore the world and see nature as It happens. Our methods of study are almost opposite, but both reveal much information. Every organism's difference is a variation. While I traveled to the Galapagos, I noticed many variations in the finch species. From island to island, each finch bird has a different type of beak. I hypothesize this is because each island has different food sources so each bird adapted to their environment.Some have sharp, thin beaks to separate insects while others on different islands have shorter beaks to pick seed off the ground. I understand that in your research with peas you have found out that offspring inherit only traits that the parents were born with. I formed similar thoughts about the finches. As you may be thinking, my theory Is very controversial within the church. Most people think low upon me for believing my theory. Some say Natural Selection Is going against the churches belief of the Genesis written In the Bible.Fortunately for you, you are part of the monastery. You have your colleagues to support your ideas and thoughts. I am in the process of writing book to express my ideas to the people. I hope my ideas will be revolutionary and change the thoughts of evolution. My wish is that society will someday find value in my research, even if it is rejected by the church in present. Sincerely, Charles Darwin Mendel Vs.. Darwin By resourcefulness I am very interested in your study of genetics. I also am a Naturalist and we share the same passion for God's creation.I have known, from your studies of genetics, One of our few differences is that you conduct controlled experiments, while I seem to like working in a laboratory while I like to explore the world and see nature as it happens. Our methods of study are almost opposite, but both reveal much As you may be thinking, my theory is very controversial within the church. Most people think low upo n me for believing my theory. Some say Natural Selection is going against the churches belief.

Free Essays on Nursing Shortage

The Nursing Shortage In order for clients to receive quality care, there must be sufficient amounts available to provide care for them. Nurses play an important role in delivering and coordinating client care in both acute and non-acute settings. Not every hospital facility is experiencing a nursing shortage, however the numbers are growing across the country. The shortages of nurses are causing staffing problems in many of our facilities. It is constantly being exploited in the media, and there are many known contributing factors; however, the problem remains to be solved. What are the causes and effects of the nursing shortage? What can be done to solve this problem? Nursing shortages have occurred in the health care profession since the 1940's. Since then, the nursing shortage have been cyclical and economy based. According to Publications (2001, para. 1) â€Å"When the economy is thriving, a nursing shortage is likely to follow.† It is thought that the nursing shortage of the 1980's never really ended, but it was hidden by an increase in managed care, health care corporations unifying, and the dynamics of health care organizations. The nursing shortage today is much more severe than that of the past because in this is a sort of two-way shortage. The nursing supply is low and the demands are equally low. Experts reveal that this problem may not improve, even if there were to be a drop in both the economy and employment levels (Publications, 2001, para. 4) Managed care has had its influences on the nursing shortage. Since the early 90's, insurance companies and government agencies began to clamp down health care industries. They wanted the health care industries to lower the costs and reduce the prices of their services and treatments. Because of this, hospitals began to reduce the usage of their nurses. For states with high HMO enrollment, there was a notice in a reduction of RN employment. Most... Free Essays on Nursing Shortage Free Essays on Nursing Shortage The Nursing Shortage In order for clients to receive quality care, there must be sufficient amounts available to provide care for them. Nurses play an important role in delivering and coordinating client care in both acute and non-acute settings. Not every hospital facility is experiencing a nursing shortage, however the numbers are growing across the country. The shortages of nurses are causing staffing problems in many of our facilities. It is constantly being exploited in the media, and there are many known contributing factors; however, the problem remains to be solved. What are the causes and effects of the nursing shortage? What can be done to solve this problem? Nursing shortages have occurred in the health care profession since the 1940's. Since then, the nursing shortage have been cyclical and economy based. According to Publications (2001, para. 1) â€Å"When the economy is thriving, a nursing shortage is likely to follow.† It is thought that the nursing shortage of the 1980's never really ended, but it was hidden by an increase in managed care, health care corporations unifying, and the dynamics of health care organizations. The nursing shortage today is much more severe than that of the past because in this is a sort of two-way shortage. The nursing supply is low and the demands are equally low. Experts reveal that this problem may not improve, even if there were to be a drop in both the economy and employment levels (Publications, 2001, para. 4) Managed care has had its influences on the nursing shortage. Since the early 90's, insurance companies and government agencies began to clamp down health care industries. They wanted the health care industries to lower the costs and reduce the prices of their services and treatments. Because of this, hospitals began to reduce the usage of their nurses. For states with high HMO enrollment, there was a notice in a reduction of RN employment. Most...

Production management quality management systems. Case study of IDT Australia limited.

Production management quality management systems. Case study of IDT Australia limited. Introduction Historically, manufacturing management concept was coined by Adam Smith in eighteenth century in his contribution to specialization of labor in manufacturing. Adam Smith indicated that industrial jobs can be broken into smaller jobs and laborers were recommended to specialize in areas that they deem perfect, skilled and efficient (Anon, 1998).Advertising We will write a custom report sample on Production management: quality management systems. Case study of IDT Australia limited. specifically for you for only $16.05 $11/page Learn More Accordingly, Fredrick Taylor coined the scientific management theory and implemented Adam Smith’s recommendation to manufacturing set up. In this respect, organizations in the service and manufacturing industries have a production or an operation department. The departments are significant in that they provide the services or the goods that translates to organizations’ revenues. Production or operati ons management is the process through which inputs resources are combined and transformed in production synergies of the organization, to provide value added outputs in a planned and controlled criteria, utilizing organizations’ policies and procedures (Anon, 1998). Essentially, production is that part of organization concerned with bringing inputs together and transforming them into a range of quality output product. Production entails a set of interconnected activities to create a product. Production management refers to activities of manufacturing of goods while operations management involves activities in the delivery of services. Applying the scientific management theory, managers in the contemporary industries have adopted to techniques and procedures, concentrating on increased quality and economic efficiency in manufacturing products. According to Llopis Josà © (nd), research shows that laborers in organizations are focused in waste reduction and realizing high leve l of efficiency and quality. The paper focuses on the production management in a case study of IDT Australia limited. Importantly, the case study provides a detailed analysis of quality management in organizations. In addition, a recommendation or suggested strategies to improve current situation is also provided. Research objectives The objectives of the study include: To establish quality management process and the vital quality management activities in organizations To elaborate the concept of standards, assurance and control to organization quality management To explain organizations quality measurement and limitations in total quality management To bring forth suggestion on the improvement of the current situation in quality management in IDT Australia limited IDT Australia limited Institute of drug technology Australia Ltd (IDT) operates in a highly monitored and specialized field of manufacturing pharmaceutical drugs and substances. Based in Melbourne, Australia, IDT is Aus tralian pharmaceutical contract manufacturing organization for over 25 years of experience in production for local and international markets.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More The company possesses international recognized pharmaceutical producing facilities. According to company profile, the company is primarily committed to supply of drugs and provision of research and development and other technical services. The company commits its resources in four activities that include; new drug development and scale up, clinical research services, API manufacture and pharmacy services. According to the AusBiotech (2009), the company’s â€Å"state of art† facilities are developed and designed to conform to the international regulations and standards GLP/GMP requirements. The company’s 15 manufacturing suites have been purposely constructed as contained s uites, enabling the production of highly potent and cytotoxic drug in a human health conducive environment (AusBiotech, 2009). IDT has employed approximately over 100 employees where around 65 staffs are engaged in manufacturing and the other 35 staffs employed at the clinical facility. The company does not face stiff competitions since it has a distinct competitive advantage. Among its competitive advantage include; confidentiality in drug development and manufacture, access to the most prominent clinical facility nationally and overseas, access to large database of clinical trials volunteers and experience of over 25 years in drugs manufacture and research contract (AusBiotech, 2009). Production management Anon (nd) defines production as â€Å"the step by step conversion of one form of materials into another form through chemical or mechanical process to create or enhance utility of the products to the user†. Ideally, production can be seen as a function in organizations th at convert inputs into outputs that are of high quality level (Bagad, 2008). Similarly, production is a process of adding value to inputs. The figure below shows an example of production process adopted by most of manufacturing industries including IDT Company. Figure one: production process diagram, source (anon, nd)Advertising We will write a custom report sample on Production management: quality management systems. Case study of IDT Australia limited. specifically for you for only $16.05 $11/page Learn More As the above diagram indicates, manufacturing is a system that comprises transforming inputs into outputs through a certain process and management of the system to produce high quality products economically and efficiently. The continuous monitoring of the production process is one of the most important function of management (Hakes 1991). Ideally, management team concentrates on Demand Forecasting, Aggregate planning, Inventory management, material Requirement Planning (MRP), Constraints and bottleneck managemen,t and Quality management. Quality management The term quality is frequently used in production processes. Departments of trade and industry define this term as â€Å"delighting the customers by fully meeting their want, needs and expectations† (Anon 1998, p.12). Radziwill (2005), argues that quality is an indicator of high and improved performances, whether in relation to the individual performance, teams, products or the whole company. Quality can also refer to free from deficiencies or abnormality of products, or leading to total satisfaction to the expectation of the end user. Organizations evaluate or measure quality through their performances, costs, prices, supply time, consistency, accessibility, and upkeep of customer relationship. Thus, organizations must first recognize customers’ expectations and need to deliver quality to the market. Market research becomes significant process of establishing products features and the customers’ expectations. Quality management entails the process of planning. Organizing, staffing, directing and controlling quality system s in organizations to meet products requirements and customers’ expectations. Radziwill (2005) defines quality management as to involve developing and applying quality management and control systems in production, operations or delivering substantial satisfaction to the customer. In other words, quality management system can be viewed as tailored tender of principles into a collection of standards, policies, procedures, tools and methodology implemented to achieve quality goals of all industrial participants (Radziwill, 2005). Markets acts as interface between customers and organizations and grounds of evaluating quality of products offered by different organizations. Market environments are ever dynamic and organizations must be vigilant in supplying and maintaining quality on their products. Competitions in the market have changed directions and quality provision is now a competitive strategy. Macro-economic factors are still changing and enforced through rules, requirements and procedures. International standards of organizations have brought forth another approach to enforce quality in organizations. In this regards, organizations qualifying to promote and maintain quality are recognized as ISO quality certified.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Moreover, there exists interconnectedness between all participants in a production process to ensure total quality control. Various interfaces exist in the process such as customer-organization interface and supplier-organization interface (Hakes, 1991). Thus, cooperation of all is vital to enhance a total control system. Therefore supply chain management becomes a significant approach to managing total quality. Customers and suppliers in quality management Basically, organizations must understand who their customers are, what are their needs and expectations and how the organization can find out these. Again, the firm must know how to evaluate the ability to meet these wants and expectations, is the organization capable to meet these?, can the company continue to meet these needs and expectations in long run?, and how the organization can control and evaluate the performance in meeting customers’ needs and expectations (Hill et al., 2001). Similarly, organizations are custom ers of a certain suppliers. Therefore, for organization to improve the supply chain and achieve quality management objectives there is a need to understand it’s internal and external suppliers. Organizations must know who their external and internal suppliers are, and what are the organizations needs and expectations from suppliers, and how to effectively communicate these needs. In additions, organizations must evaluate whether potential suppliers are capable of achieving their needs and expectations and strategize on the effective approach to communicate any change in expectations. As noted by Bagad (2008), the realistic perfect situation is an open partnership relationship between all parties where share and benefit concept exist. This means that as the organization is aware of the customers’ benefits they must conversely appreciate the expectations of their suppliers. Quality planning Managers frequently argue with their counterparts on how essential quality manage ment is vital as competitive edge, yet relatively a very small percentage know how to implement it in their organizations (Bagad, 2008). By committing organization to quality management, staffs must also understand systems necessary to upgrade the production process. In his research on quality management in organization, Anon (nd) indicated that quality is synonymous of integrity, standardization in production process and the customer trustworthiness towards company’s products. To achieve organization goals, mission and realize vision, planning is the first function of management and unto which all other functions depend on. In this regard, as Bagad (2008) suggests, without adequate planning for quality management, control and assurance becomes problematic to organizations. Proper total quality planning provide avenue to quality control and assurance translating to objectives accomplishment. Quality control A proper quality management system enhances firms to accomplish objec tives targeted and sustain the strategy. As Bagad (2008) states, it is imperative for organization leaders and managers are responsible in monitoring the quality journey. Once the quality management strategy is implemented, it needs performance evaluation to control the policy. Through monitoring and controlling, the desired level of performance is realized and also sustainable in long run. Quality Control should be established in all levels of organization’s management. Ideal control is undertaken by quality control team via activities of performance evaluation and monitoring (Bagad, 2008). Quality assurance and standards pqcassist, (nd) indicated that, companies committed to inspiring confidence to customers and staffs, break barriers between organization departments and achieve business goals must have quality assurance and standards systems. According to Bagad (2008), standards are requirements, frameworks or procedures that must be adhered by the individual, government, firms, and industries and are usually enforced to achieve specific targets. Policies in organizations enforce standards for either operating business activities or implementing certain managerial plans. Standards can only change under a formal framework and passed by key stakeholders of framework. As argued by Radziwill (2005), organization quality systems are focused to attain conformity, reduce variation, eliminate non adding value activities, waste reduction, minimize/prevent workers error and increase integrity thereby improving productivity and customer satisfaction. All organization objectives are attainable by implementing a dynamic, up to standards and assured quality management system (Bagad, 2008). International organization for standardization is the reputed standard body for quality assurance to partners in all industries across the world. Another is the fair trade partnership agreement. Quality management system certified to ISO 9001 or 9000 refers to organization benef its in achieving consistency business processes and ambitious measurement/evaluation, and cost leaders or performance perfection. IDT Australia is among over one million companies certified for ISO 9001 and 9000 certification across the globe. For quality assurance the company must be ISO 9001: 2008 certified. The certification is the world’s leading quality management system for assurance and standards. This certification refers to company assurance in quality standards in areas such as customer focus, leadership, involvement of people, and continuous improvement in quality systems (pqcassist, nd). In addition, the company either small or large must poses realistic approach to decision making, improve in process method, system approach to management and shared beneficial supplier relation must exist (pqcassist, nd). Current situation in the company Emphasize on innovation has increased in Australia for the past and recent years. Understanding the quality management concept o n managers and employees is much emphasized under industrial research and development. IDT Australia managers are well conversant with the quality management in production and all other areas. The company has employed over 25 PHD doctors and researchers to facilitate the creation and development of effective quality management in assurances and control. As an international competitive organization, adherence to different quality management standards and policies is pivotal to its success. The company measures its total quality management by a basis on analyzing customer requirement, defining its processes that bring out products and services to the customers and provisions implemented in retaining a quality control system. IDT organization structure and its functional units are accorded quality control manual and assurance department is instituted in all key quality adherence units. Quality assurance unit in the company concentrates primarily on the customer handling, proper books k eeping, products quality and handling and the safety of organization physical and non-physical assets. Current total quality management system implemented by the organization is comprehensive process of stakeholders’ satisfaction. Stakeholders include the customers, shareholders, suppliers, the government, and the employees. The quality control starts with implementing supply chain effective to meeting both the needs of customers and the suppliers. The company manuals indicate total quality management process comprises of quality assurance to the manufacturing activities and the customer service delivery at the clinic unit. Basically, IDT Australia limited assurance and control systems ensures that the process prevent problems or issues that may arise, detecting them in advance, identifying accurately their causes, providing remedies immediately, prevent future occurrence and enhance quality progress. As the objective of the company total quality is providing products of high quality that provide value and meets customers expectation, its system is derived from ISO 9001 certification and framework supplemented by the customer specification requirement (Hill et al., 2001). Currently, the company upholds its ability to provide continuous improvement in quality and increase individual goal accomplishment. The quality manuals state that, â€Å"Quality management system shall promote guidance for the continued efforts including customer satisfaction, quality and reliability of products, process and all attached services† (MarketPublishers, 2011). Data analysis The above literature review on production and quality management systems, and the current IDT Australia limited situation has left very many questions unanswered relating to the company’s quality management. The literature brings unclear contribution of quality issues in the organization achievement. Fundamentally, it is important to understand the various factors that influence the quali ty of firm’s products and the satisfaction of the customers. The influence of either internal or external factors and the unanswered question persuade the study to carry out more research and conduct a data analysis. Specific objectives of the study are; a) To establish quality management process b) To elaborate the concept of standards, assurance and control c) To evaluate organizations quality measurement and limitations d) To assess and provide suggestion on the improvement. In general, the concept quality is a multidimensional term which can be measured and evaluated by many factors and indicators that are associated with customer satisfaction and the supply chain quality. In this study, the analysis on the quality management in IDT Australia limited focuses on customer needs fulfillment and satisfaction. Investigating the impact and the quality level of IDT limited by applying customer response is more acceptable than taking the whole supply chain fulfillment. In this re gard, to identify and analyses customer related issues and complaints in the study, freely and accessible information or data is utilized. As Radziwill (2005) supports, Critical Incident Technic (CIT) is the appropriate methodology employed to categorize and systematically analyze customer related issues and complaints from the standpoint of IDT Corporation. The following table provides categories of quality delivered by the company and the associated group of benefit. Table 1: quality categories and the benefit group Quality category Service issue and complaint Quality benefit group Service or staffs competence Staffs are well qualified and can solve problems. Over 25 staffs are PHD qualified Customers Research partners Service and product availability High customers response Experience of over 25 year Customer loyalty. Less competition Customers Government Research partners Other suppliers Product fulfillment No over production Customer complaints handled by professionals Retailers End users International clients Delivery No delay in delivery No wrong product and service delivery Drug distributors Contractors Government Patients-customers Product quality(goods and services) Performance is consistent Control mechanisms are excellent ISO quality on drugs certified Manufacturer Employees customers Source: MarketPublishers (2011). The analysis done identifies that there are certain reasons that make companies become ISO certified. These factors include the relationship with customers, and include internal factors and the external factors. Among all the factors, internal factors are the most preferred. In addition, the relationship with customers may neither be influenced by the quality control, nor quality system be influenced by customer satisfaction. Customer satisfaction and requirement fulfilling may be influenced by the internal marketing strategies. Furthermore, quality management literatures show that external factors and internal factors lead to companies’ certification. From the table the analysis concludes that, it is imperative for the organization to provide continuous quality improvement criteria where controls and assurance can be benchmarked with their competitors in the global arena. As presented in the literatures, the issue of identifying, assessing quality based on customers’ satisfactions is not adequate. In this respect the research require full primary data collection consideration. Recommendation Generally, the adoption and application of ISO 9001 and 9000 in health services and drugs, and the utilization of customer specification is justified by the organization quality management manuals, issues may arise in quality control and assurance. This way organization is driven by many factors in seeking for certification from either ISO, trade fair or from the government. In certain circumstances, internal factors are largely depended on when seeking certification. Internal factors include th e level of employees performance, level of company performance financially and quality of the management. As argued by Llopis and Josà © (nd), successful implementation of quality management system to organization may reveal benefit of low cost and also differentiation. Therefore, adapting to ISO 9000 is much fair in terms of environmental factors. Essentially, internal factors contribute positively to internal organization improvement, while external factors contribute into good relationship with the external environments. Llopis and Josà © (nd) indicate external benefits as increasing market share, improved customer satisfaction, attracting new customers and retaining the relationship with customers and suppliers. Internal factors positively lead to increased staffs motivation and productivity, true and fair books of accounts presentation, efficiency achievement and lowering production costs. The motive of organizations is to make profits and increase shareholders wealth. Based on this, companies that are certified due to internal factors makes higher profits that those certified due to external factors. Therefore, IDT Australia limited should be more focused on internal factors rather than external factors. Essentially, the reason why firms seek certification depends on the amount of internal managers’ dedication to the internal factors. Therefore, internal factors are vital and most recognized influences of certification and quality management systems. Conclusions All organizations consist of departments, customers, suppliers, and customer supplier system. Supply chains are exhibited by the suppliers, departments and customers’ interfaces. The objectives of a supply chain monitoring are achieving just in time delivery and meet customers’ expectations through quality products. Poorly established supply chain translates to poor quality and customer dissatisfaction. Therefore, to achieve total quality throughout the company operations, every participant in the supply quality chain must be focused and trained on customer- supplier relationship. Fundamentally, quality management system can be implemented through a supply chain system. In this perspectives, internal factors, external factors and the customer relationship with the organization is taken into consideration. The fact that IDT Australia limited has been certified for a long period of time and it has experience of over 25 years does not have an impact of the profits. The firm size qualification quality management is far much influenced by its internal functioning and other internal factors that accelerate quality control and quality assurance to internal and external observers. List of References Anon (1998) Production and operations management: An international journal of the Production and Operations Management Society, Volume 7. Production and Operations Management Society, University of California. Anon (nd) Introduction to production and operations ma nagement. Web. Available from: masterproductionscheduling.com/int-production-management.pdf . AusBiotech (2009) IDT Australia Limited Contract cGMP manufacturer of high-potency and cytotoxic active pharmaceutical ingredients and finished solid dosage forms. Web. Available from: ausbiotech.org/directory/details.asp?companyid={9E71A623-89B9-4168-BF64-688A3E279E72}returntourl=%2Fdirectory%2Fsearch.asp%3Fpg%3D22 . Bagad, V.S. (2008) Total Quality Management. Vienna, Austria, Technical Publications. Hakes, C. (1991) Total quality management: the key to business improvement: A Pera International executive briefing. Canada, Springer. Hill, N., Self, B., Roche, G. (2001) Customer satisfaction measurement for ISO 9000:2000. Oxford, Butterworth-Heinemann. Llopis, J. and Josà ©, T. J. (nd) The Importance of Internal Aspects in Quality Improvement. Web. Department of Business Management, University of Alicante. Available from: http://rua.ua.es/dspace/bitstream/10045/1673/4/The_importance_of_i nternal_aspects_in_quality_improvement.pdf . MarketPublishers (2011) IDT Australia Limited Fundamental Company Report Including Financial, SWOT, Competitors and Industry Analysis. London, Business Analytic Center (BAC). Pqcassist (nd) Standards Australia – Quality Management Systems: Industry News. Web. Available from: http://pqcassist.com/pqc/docs/QMS%20Standards.pdf . Radziwill, N. M. (2005) Quality Management in Astronomical Software and Data Systems. National Radio Astronomy Observatory, 520 Edgemont Rd., Charlottesville VA 22903. Available from: gb.nrao.edu/~nradziwi/v8adass.pdf .