Dell

In January 2006, Dell, the world’s largest computer maker, announced plans to setup its fourth call center in India. The company already employs over 10,000 people in its Indian call centers, which provided a telephone help desk service to its many thousands of customers around the world. Like many other Western companies, Dell was attracted to India by the abundance of low-cost English-speaking workers, many of whom are well qualified and highly IT literate. Locating call centers in India sounds like a good deal all round. Customers get access 24 hours a day, 7 days a week wherever they are in the world, companies are able to reduce costs, and workers in a developing country get jobs.

However, not everyone is happy. Niels Kjellerup, Publisher and Editor of The Call Centre Managers Forum, an online chat room for call center managers, argues that the rush to outsource customer contact operations to cheaper locations has resulted in the worst of management practices in US and UK call centers being exported as ‘World Class Call Centre Practice’ in countries like India. He says that too often what is seen in India is bad customer service delivered cheaply. He claims that many Indian call centers are run as sweatshops with intelligent people being treated like cattle. Call center managers with little or no previous experience adopt ‘idiotic vendor measures’ such as ‘how many calls’ and ‘how short’, which simply result in the delivery of poor levels of customer service.

Agents are required to work nine and a half hours a day, but typically work anywhere from 12 to 16 hours. Processing 28 calls an hour is mandatory. Another target is to ensure that no customer calls back within seven days. The informant claimed that there are few, if any allowances for time off, even for doctor visits, sick days or handling family emergencies.

Question 1 (, maximum 300 words)

When a business expands its operation into other countries, the impact of globalization on human resource development and management is significant.

1. What role does HRM play for Dell? Support your answer with examples.
2. Discuss the obstacles that Dell faces for survival and success due to globalization. Support your answer with discussion and relevant example.

Background

You are the Training & Development Manager of a large corporation (2000 staff). You have recently been charged with the task of completing a training & development audit. From your research, you are expected to make recommendations to the directors on future training & development requirements.

The training department currently offers programs to staff through a catalogue that it produces each year. You have been receiving feedback from staff & managers alike that the programs are not necessarily meeting today's needs for skill development and just-in-time training. Also there were complaints of favouritism towards some staff who always seem to get to go to training, consequently the perception you face is that there is an inequitable access to training. Managers also raised issues about leadership skills in the workplace.

Another challenge for you is that the directors have also indicated that there is a budget squeeze and there are no more available resources for training & development at this time.

From the needs assessment you identified four options to put forward to the directors:

1. Training & development programs to remain the same.

2. Training and development to remain essentially the same, however, a review of the accessibility to training be undertaken to ensure fairness in opportunities and accessibility.

3. To create a formal training and development plan that supports organizational goals to achieve organizational effectiveness and Human Resource effectiveness through the adoption and implementation of several strategies.

4. Eliminate training and development all together

Exercise

For this exercise marry both the exercise criteria and your own organization. Utilize your current organization's training and development policies within the context of this assignment (your organization just grew if it doesn't already have 2000 people!) Consider your organization's current training programs, entry and registration process. Use this as a basis for completing the following.

1. Utilize your own company as a basis for your response.
2. Outline the training & development activities and issues within your organization. Add in the additional issues listed in this case.
3. Outline the audit process you would undertake; include any questionnaires etc that you might utilize.
4. Discuss the merits and gaps of your training and development programs as measured against your readings in the text book and in the Lecture Notes of Week 6.
5. Pick one of the 4 options as described above, to recommend to your directors. Defend your recommendation by including in your report a description of the benefits the organization might receive as well any potential drawbacks.

Our choices of social media shape our perceptions of events, issues, and people. Cultural memberships influence the content of digital and online communication. Social media have altered how we perceive time and space. People tend to feel anonymous online, even when they have a name associated with their avatar. On the internet, computer mediated conversations lack body language, voice intonation, and other important nonverbal elements. Without these features, people are compelled to fill in the gaps with assumptions about the nonverbal elements. Read the following paragraph (taken from http://archives.obsus.com/obs/english/books/editinc/can_talk.htm; bottom of web page) about a flame war. For some reason, people become much more sensitive when they’re online, and they tend to blow things entirely out of proportion—for example, taking a couple of sentences originally meant to be humorous or sarcastic entirely the wrong way. It’s even worse if you’ve had a bad day and you’ve decided that “no one likes you” (we’ve all had those moments); you’re much more susceptible to misunderstanding messages. Once that happens, everything can go downhill quickly. Instead of asking for clarification (“You were kidding, weren’t you?”) or just ignoring it, many people—forgetting that they’re dealing with another human being on the other end—decide to defend themselves and tell the originator of the offending message exactly what they think of him or her. This outcome is what’s known in the business as a flame. If both sides begin insulting each other, it’s called a flame war (kind of like fighting fire with fire). These digital battles often erupt in “public” and can sometimes be very entertaining to the lurkers.”

Describe a situation online where you witnessed trolling and flaming. What was the situation? How were the comments handled? Do you think this same situation would have happened in a face-to-face environment? Why or why not? How can situations like this be minimized? Please use the terms for your text about social media and nonverbal and guidelines for improving nonverbal communication found in Chapter 5 to respond to this question. Your paper should be a 2-3 page paper citing specific examples and providing detailed analysis incorporation reading and textbook material. If outside sources are used, proper citation of the source should be included.

PLEASE IN YOUR OWN WORDS!!!!! NO PLAGIARISM!!!!!!

CASE 1

Unethical practices of food industry

Tasty meal is one of the largest foodservice retailer having more than 200 restaurants across country. It has more than 3000 employees including staff members, waiters and chefs.

However, Tasty Meal has been criticized for

• Unfair treatment with its employees by taking too many hours of working against very low wages. Tasty Meal has no difficulty in hiring its employees on low wages due to poverty and unemployment in the region. Even some employees mentioned that the hiring process depends heavily on the hiring manager’s opinion and without clear criteria and selection procedures. It has also been criticized for taking work from children against one time meal. The situation is even worst in under developed cities of the country.
• For drivers working in a delivery process the company using a specific software to track the drivers all the time.
• The working conditions inside the company were criticized as very poor conditions, without any considerations for employee’s safety and wellbeing, and privacy.
• Meals served are mostly junk food, oily, having high calorie and could cause health issues if eaten regularly. And the company usually hiding some ingredients, and nutrition information in its products.
• Tasty Meal is not even environmental friendly. Using disposable stuff like wrapping paper, straws and tableware are comparatively cost effective but harmful to the environment, especially those which are non-recyclable. It has been criticized for over packaging and using extra wrapping papers.
• To recover its reputation the company start donating money from its net profit to NGOs to take care of the community.

Questions

Identify the main stakeholders in this case?

Using the main theories of ethics (e.g. utilitarian, human rights, fairness and justice) to understand the ethical issues in this case?

Do you think treating employees in Tasty Meal is unfair? Justify. (Keep the unemployment factor, poverty and economic environment in mind).?

Should Tasty Meal be accused for health issues by providing unhealthy food? (Note: Tasty Meal never sells its product forcefully, Customers have choices) ?

Do you think Tasty Meal is running an ethical and socially responsible business? Why or why not?

What are your recommendations for this company in order to be more ethical (for both internal and external stakeholders)?

Please summarize the below two articles in you own words 150 words each article

Article 1

HIPAA Privacy Rule Thwarts Clinical Research Recruitment

Feb. 15, 2005 — Since the federal government's sweeping medical privacy rule went into effect two years ago, the additional paperwork required of academic institutions to obtain patients' consent to participate in clinical research trials has caused enrollment to plummet by as much as 50% at one institution and confusion among many others, a new editorial concludes.

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) included a major provision that required covered entities (hospitals, physicians, health plans, and other entities that handle patient information) to obtain confidentiality documentation from researchers before disclosing health data. This section of the law, which took effect as part of the overall medical privacy law in April 2003, was intended to ensure that patients' protected health information (PHI) would not be inappropriately disclosed or used during the course of a research trial.

But a lack of guidance by the U.S. Department of Health and Human Services (HHS) about how to interpret this provision and the resulting variability in approaches by research institutions "could not have been what was intended by the law and is not optimal for balancing the need for confidentiality and research progress," said Roberta B. Ness, MD, MPH, chairman of the Department of Epidemiology at the University of Pittsburgh Medical Center in Pennsylvania. "To put out the rules without guidance has resulted in a lack of clarity," she told Medscape in an interview.

Writing in the February issue of the Annals of Epidemiology, Dr. Ness describes the before-and-after effect of HIPAA's rules governing medical research as it applied to patient recruitment in a single-institution, prospective study to determine the cause of preeclampsia.

In the pre-HIPAA phase of the study, called the Pregnancy Exposures and Preeclampsia Program Project (PEPP I), 2,892 women were recruited in 55 months, for an average of 12.4 women per week. The study was renewed in early 2002, but recruitment was shut down for four months while the maternity hospital at which the study was conducted decided how to comply with upcoming medical privacy laws.

Between April and September 2003, recruitment into the study took place under new rules that disallowed all waivers of HIPAA medical record review, according to Dr. Ness. (Waivers allowing an institution to use or disclose PHI for research purposes can be granted if specific conditions are met, according to the privacy rule).

Under that restriction, "the only medical records PEPP II staff could review to determine potential eligibility were for women who had enrolled into a research registry," Dr. Ness writes. "Only about 10% of women enrolled into the registry, presumably because only a clinical staff was authorized to initiate registry enrollment."

Shortly afterward, the hospital's institutional review board allowed applications for a waiver so that researchers could review medical records and flag those that represented potentially eligible subjects, as had been done before HIPAA. Recruitment was further hindered because health provider consent was required before the clinical research staff could approach potential research subjects, and when the maternity hospital merged with the University of Pittsburgh in June 2004.

After HIPAA took effect, the average recruitment rate for participation in PEPP II was 2.5 women per week without a waiver, 5.7 women per week with a waiver, and 3.3 women per week since retraction of the HIPAA waiver, according to Dr. Ness.

"[R]ecruitment with a HIPAA waiver, as compared to pre-HIPAA, decreased by half; and recruitment without a HIPAA waiver fell by half again as compared to with a waiver," Dr. Ness writes. "We cannot identify other systematic explanations for these trends other than the obvious: local interpretation of the HIPAA regulations had a negative effect on the pace of our research."

The slowdown in Pittsburgh's ability to recruit additional subjects into the preeclampsia study has put the program "way behind where we should be," said Dr. Ness. "I have a long career of running prospective studies, and we have never been this far behind on a study at this juncture."

Many research institutions report being in a similar situation, Dr. Ness notes in the editorial. Nearly three quarters (72%) of the 331 U.S. investigators polled by the Association of American Medical Colleges reported that HIPAA was having an adverse effect on clinical research during the first six months after its implementation. Negative effects on patient recruitment, data access, and data acquisition were cited by more than 68% of the respondents.

An HHS advisory committee has proposed modifications to HIPAA that would better coordinate the rule's requirements with those of the Common Rule, a federal law that protects human research subjects, Dr. Ness writes. "We can only hope that the new Secretary for Health and Human Services will adopt these modifications," she concludes.

Article 2

Established by FDA to Expedite Patient Access to Medications

Approximately 10-15 years elapse between the discovery of a new drug in the laboratory and its therapeutic use in the clinical setting.^[1] One factor influencing the duration of drug development is the Food and Drug Administration's (FDA's) review of an agent's efficacy and safety data. In 2001, FDA's Center for Drug Evaluation and Research (CDER) and Center for Biologics Evaluation and Research (CBER) approved 31 new molecular entities.^[2-4] The average time from sponsor submission of a new drug application (NDA) or biologics license application (BLA) to FDA approval of these compounds was 18.6 months, an increase from 17.2 months in 2000, 12.9 months in 1999, and 12.5 months in 1998.

FDA has implemented several programs intended to reduce the review time of a new pharmaceutical and accelerate patient access to medications for the treatment of serious or life-threatening diseases. This review article provides an overview of these initiatives, with a focus on fast-track designation, priority review, accelerated approval, and orphan drug status. Imatinib mesylate (Gleevec, Novartis), which was approved for three phases (chronic, accelerated, and blast crisis) of chronic myelogenous leukemia (CML) in May 2001 and gastrointestinal stromal tumors (GIST) in February 2002, serves as an example of drug development focused on expedited patient access. The information on the clinical development and approval of imatinib was available through the Freedom of Information Act. Imatinib will be discussed throughout this review to illustrate the highlights and opportunities of each FDA program. Finally, the clinical implications of the programs will be described.

Regulatory Overview

There are multiple regulatory documents that outline the responsibilities of FDA and the industry sponsor throughout the drug development process, including the Prescription Drug User Fee Act (PDUFA) of 1992, the five-year renewal of PDUFA (PDUFA II), the recently approved PDUFA III, and the Food and Drug Modernization Act of 1997 (FDAMA). In addition, supporting regulatory documents (i.e., guidance documents) have been established that specifically relate to fast-track designation, accelerated approval, priority review, and orphan drug status. Although these four programs share features, each is a distinct initiative with different requirements. Fast-track designation relates to the interactions between the sponsor and FDA during the drug development process. Accelerated approval refers specifically to the design of studies performed by the sponsor, and priority review sets the time frame for FDA review of a submitted BLA or NDA. Finally, allowing drug manufacturers to seek orphan drug status encourages the development of drugs to treat rare diseases.

Note: Please rewrites these all paragraphs in other words because this all plagiarized please make in different words

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Introduction Negotiation:

Negotiation can be a strategic discussion which solves difficulties in a waywhich is acceptable to each party. In a negotiation, all sides try to do the opposite, considering the purpose of reading. Through negotiating, all interested parties will try as well neglect it, however, to achieve certain engagement styles. Negotiations are involves a number of offers and measures, which suggests that one party may begin the first level of negotiation.

The other would have to approve, each and every if this concession is nominal. Parties interested in negotiations will change. They will include conversations among thevendors and consumers, a Leading Nursing and a future employee, or among governments in 2 other countries.

Meaning of Negotiation:

Negotiation can be a technique that resolves changes in disagreements between individuals. People are clearly aware of the easiest outcome they can achieve for themselves (or perhaps join the nursing organization they represent). However, the rules or fairness, pursuing maintaining and profits a close relationship are key to winning for outcomes.

Characteristic of Successful Negotiation:

We cannot handle problems that arise in the negotiation or client angle; that’s why, we will manage our ability stage and approach. More we tend to perceive and manage our behaviors, the greater the impact we have on others.

Best name and intentions: The People maybe not remember the finer points of negotiation; however, they will take into account, however, we tend to treat them. Smoking or being sharp or crafty gives you a negative name. The goal is to win the business, and a deal is just a deal. Winning the fight and war losing is the variety of a short-term team action.

Trustful, respectfully and trustworthy: the goal is to achieve a mutually beneficial as well as helpful outcome. If you give your sides with respect, this reinforces your business name as someone who is a trusted UN agency, and this is a great price for a group action.

Positive and Confidence: Having the right intentions gives you the power to look for the answer that will be seen. Difficulties are constantly struggling to find the answer to the problems of the opposing party.

Ready to go - facts, background, people, as well as so market square measure all the parts you measure, and you should make before negotiation. This is the ability to provide key data quickly can be a huge boost to finding a good outcome.

Completed: Be calm as well as keen on accepting negotiations. Management ell Emotion may be a necessity about achievement.

Mortal Effective: This idea usually suggests about an honest speaker. Having an honest audience is a compliment. Asking Famous Questions What is not to say is that nursing is an approach that will reward the expert. Diplomacy expands thanks to improved understanding as well as creating agreement.

People's Skill: Helping individuals relax, finding a base, and other seniors square wavelengths measure all the essential skills. Negotiation through the treatment of others and the ability to remove inflammation points back to the scale advances the negotiations.

People like to do business with the others, that is, people with strong human skills are extremely distraught.

Open mindedness: The Flexibility can be a source of strength in changing activities such as trading. The rigidity will place the USA at a boundary that precludes the termination agreement.” Actually, we let our ego fall into the method.

Creativity: Our limited information and knowledge captures take square measures, followed by a world-wide perspective.

Finding the tangential response by the visual resource will make surprising strides in negotiations as it seems to be facing the train wreck.

Common Barriers to Successful Negotiation :

1. Negative approach to the negotiation process: The angles, enemies or co-ops during the negotiation decide the tone about negotiation. Negotiation does not have to be resistance. Indeed, negotiation is an effective way for parties to work together to find the answer, rather than trying to lose the opposing party.
2. Try it yourself and win at any cost position The easiest approach to negotiating is to look for the "win" answer on each side. Effort not to negotiate due to the competition to be won.
3. Excessive Exposure to Emotions: Strong emotions make the USA blind to reason throughout about the negotiations. While it is commonplace to become emotional by negotiation, we tend to get more emotional attachments, but we tend to be less willing to focus our business behavior on constructive ways. So taking care of management is essential.
4. Lack of empathy: As we tend to try to find the answer that is acceptable to each party, we want to understand the desires of the opposite person, and the importance of negotiation difficulty. If we tend to recognize that we have no desire or desire for the person, we will not be able to alleviate it properly. Often, when we take the time to look for the opposite person, then we tend to find out that there is no intense dis-agreement.
5. Incorrect focus: Negotiations need to be bent instead of people concentrating. This is what we humans dislike. Specializing in making a person misleading, we need a strong ray. When this happens, effective negotiation is not possible. It was essential to be in important trouble and overcome one's feelings.
6. Blame the Game: Participating in the blame game makes a serious negotiation situation. In any dispute or negotiation, all sides contribute, for greater or worse. If you accuse the person of the matter it will bring a challenge. You are takes responsibility about the topic, you will create a spirit of collaboration.

How to overcome those barriers:

1. Only communicate what is needs: Distraction and Noise will disturb the communication method at all levels. It would be a lot of fun for your colleagues to post funny GIFs and memorabilia; these are distractions that will hurt your production.
2. Avoid slang: casual and Slim language is fun with friends, but with colleagues; it will create a major barrier for effectively communicate. Neglect the slack in written as well as verbal instructions can go a long way in keeping your team on a constant page. Slimming is very different among cultures andgenerations.
3. It will be even more variable about region to region, among those sharing culture or age groups. Slangs will create confusion; however, it can also be a supply of alienation and frustration. Frustration, Confusionas well as the always disconnected group can the direction of disaster.
4. Stay tuned for Cultural Varieties”: The beauty for fashionable work is that people of all cultures will work and close their normal backgrounds and work towards the standard goal. Video conferencing and remote staff, you would probably encounter problems with people from all over the Globe.
5. Keep your mind open to queries as well as answers:” To communicate meaningful, you want to be open minded and to ask and answer questions that may be frustrating or inactive. Don't put anyone away because you just don't want to answer. Instead, be there to help colleagues with their problems.
6. This convenience for your team and systematically creating human action will go a long way in promoting a comfortable and effective partnership. Bypassing this roadblock, you can keep messages simple and purposeful, so everyone will recognize them.

Conclusion:

Meaningful communication can be an important part of achieving your academic goals. Effective human action with your teachers and classmates is crucial when it comes to your learning. Your teacher is a transmitter over and over. His job about to send messages which gather information about the talents you want to know. You can insert lectures or brochures from your teacher's posts.

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Required: Rewrites these all paragraphs in your own words change it with correct grammar and in different words?

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Note: Please rewrites these all paragraphs in other words because this all plagiarized please make in different words

Overview

For this assignment, implement and use the methods for a class called Seller that represents information about a salesperson.

The Seller class

Use the following class definition:

class Seller
{
public:
  Seller();
  Seller( const char [], const char[], const char [], double );
    
  void print();

  void setFirstName( const char [] );
  void setLastName( const char [] );
  void setID( const char [] );
  void setSalesTotal( double );

  double getSalesTotal();

private:
  char firstName[20];
  char lastName[30];
  char ID[7];
  double salesTotal;
};

Data Members

The data members for the class are:

• firstName holds the Seller's first name

• lastName holds the Seller's last name

• ID holds the Seller's id number

• salesTotal holds the Seller's sales total

Constructors

This class has two constructors. The default constructor (the one that takes no arguments) should initialize the first and last names to "None", the seller ID to "ZZZ999", and the sales total to 0.

The other constructor for the class should initialize the data members using the passed in arguments. It takes 4 arguments: a character array with a Seller's first name, a character array with a Seller's last name, a character array with a Seller's id number, and a double that holds the Seller's sales total. The data members should be initialized by calling the various set methods.

Methods

void print()

This method displays the Seller information. It takes no arguments and returns nothing.

The information should be displayed as follows:

Giant, Andre               BIG357               678.53

void setFirstName( const char [] )

This method changes a Seller's first name. It takes one argument: an array of characters that represents the Seller's first name. It returns nothing.

If the length of the passed in argument is greater than 0, it should be used to initialize the firstName data member. Otherwise, the firstName data member should be set to "None".

void setLastName( const char [] )

This method changes a Seller's last name. It takes one argument: an array of characters that represents the Seller's last name. It returns nothing.

If the length of the passed in argument is greater than 0, it should be used to initialize the lastName data member. Otherwise, the lastName data member should be set to "None".

void setID( const char [] )

This method changes a Seller's id number. It takes one argument: an array of characters that represents the Seller's id number. It returns nothing.

If the length of the passed in argument is greater than 0 and less than 7, it should be used to initialize the ID data member. Otherwise, the ID data member should be set to "ZZZ999".

void setSalesTotal( double )

This method changes a Seller's sales total. It takes one argument: a double that represents the Seller's sales total. It returns nothing.

If the passed in argument is greater than or equal to 0, it should be used to initialize the salesTotal data member. Otherwise, the salesTotal data member should be set to 0.

double getSalesTotal()

This method returns a Seller's sales total data member. It takes no arguments.

main()

In main(), create 5 Seller objects. They should contain the values:

• The first Seller should have your name, an id of "CSI240", and a sales total of 1234.56. Note: if you're pair programming, set the first name to the first name of both you and your partner: "Jane/John" and the last name to the last name of both you and your partner: "Doe/Doe".

• The second Seller should be created using the default constructor (the one that doesn't take any arguments)

• The third Seller should have the first name of an empty string (""), a last name of "Robinson", an id of "TOOBIG999", and a sales total of -876.34.

• The fourth Seller should have the name "Tarik Cohen", an id of "RUN29", and a sales total of 13579.11

• The fifth Seller should have the name "Kyle Long", an id of "TACK75", and a sales total of 24680.24

The rest of main() will include using the various methods on each of the 5 Seller objects. Display a label similar to "The first Seller" before anything is outputted for each of the objects.

For the first Seller, display the Seller information.

For the second Seller, display the Seller information, set the Seller name to "Mitchell Trubisky", set the id number to "QB10", set the sales total to 246.80, and then display the Seller information once again.

For the third Seller, display the Seller's information, set the Seller's first name to "Allen", set the id number to "WIDE12", set the sales total to 9900000.99, and then display the Seller information once again.

For the fourth Seller, display only the Seller's sales total.

For the fifth Seller, display the Seller's information, set the first name to an empty string (""), set the last name to an empty string, set the id number to an empty string, set the sales total to -52.96, and then display the Seller information once again.

Programming Notes

1. Each method must have a documentation box like a function.

2. Hand in a copy of the source code using Blackboard.

Output

Note: The information for the first Seller object will have your name.

The First Seller
Da Bear, Staley                 CSI240        1234.56

The Second Seller
None, None                      ZZZ999           0.00
Trubisky, Mitchell                QB10         246.80

The Third Seller
Robinson, None                  ZZZ999           0.00
Robinson, Allen                 WIDE12     9900000.99

The Fourth Seller
The sales total is $13579.11

The Fifth Seller
Long, Kyle                      TACK75       24680.24
None, None                      ZZZ999           0.00