...8/17/2012 The Laws of Service Businesses 1. Products are consumed: services are experienced. 2. It ain’t what you do, it’s the way that you do it: that’s what gets results. 3. If it’s done in the back room, it’s a product: If it’s done in the front room it’s a service. 4. People don’t care how much you know until they know how much you care. 5. Satisfaction = perception minus expectation. 6. Every customer interaction is a mini-play, with roles and a script: Some improvisation and ad-libs are allowed, but only the best actors can pull them off. 7. When there’s a problem, separate the complainer from the complaint: They both need handling. 8. Service the client/customer as well as the assignment. 9. Pick one or two dimensions of service and do those better than anyone else and you’ll have a natural market of those who agree that the dimensions you chose are the most important ones. 10. Your best efforts to raise service level should be at the beginning of the service encounter: Create a halo effect. “Start as you mean to continue.” First impressions count. 11. Anything can be standardized, and there’s usually a big market for it. McDonald’s makes more money than the finest restaurant. 12. In the backroom you measure: In the front room you judge (and you have to be there to do it). 13. There is a triangle formed between the firm, the service provider on the front line, and the customer. The bond between the customer and the service provider is...
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...Review Sheet for Final Exam in GM 4640 – RBE: Latin America Format for the Final Exam: The format will be a two-hour in-class exam. You will have an essay (60% of the exam score – worth 60 points) that will be identical to the midterm. It will be closed-note, closed book exercise during the two-hour exam. You will also have 20 multiple choice questions (40% of the exam score – worth 2 points each, for a total of 40 points). As with the midterm, the essay will provide a hypothetical scenario of a company that is considering making an investment in a Latin American country. (You will not know the industry of this hypothetical company until the exam.) You will be asked to assess any TWO of the countries that we have covered since the midterm: Mexico, Costa Rica, Chile, Peru, Venezuela, and/or Colombia. The format will be identical to what you saw in the midterm, as follows: a) provide an assessment of prospects for the continuation and sustainability of market-oriented economic reforms in [ANY TWO COUNTRIES OF THE LIST COVERED SINCE THE MIDTERM]. (NOTE: In your answer, you should use the Packenham Model as a framework for your analysis. Don't just summarize Packenham, however; USE the model to assess prospects for specific current and future market-oriented economic reforms in both countries. Also, make reference to lectures/other readings, where relevant.) [MAKE SURE TO DISCUSS BOTH COUNTRIES FULLY.] AND b) discuss any other factors that might...
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...most influential bicycle race around the world. It starts at every July 1st and usually takes a month to the end of the race. The race has been held every year since 1903 except the interruption by two World Wars. The whole race is over 3200 kilometers in distance and has 21 days of racing. The starting point of the race is changing every year, sometimes the race starts in some northern cities and some border countries as well. There is usually a varied number of team involved in the race from 20 to 22 which has 9 players each in the team. All players are competing toward the great honor of the champion of Tour de France. I just started watching Tour de France last summer by the recommendation of a friend. I saw the great bicycle racer Alberto Contador from Spain became the champion of Tour de France. He is a strong player and my friend told me that he thought Contador was not good any more before the race but he came back to the 1st place again. He said the Spanish players are starting controlling the Tour de France after the great 7-time-champion Lance Armstrong from United States. He was looking forward to seeing a new champion from US soon. American bicycle racers seem to have disadvantage in Tour de France because it’s like an away game for them but a home game for European racers. Tour de France is a wonderful race which brings everyone who loves bicycle race together and enjoys this big...
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...clings on to the legend of Che Guevara. Both Ernesto Guevara also referred to as Fuser, and his companion Alberto Granado set out on an adventure to see as much as Latin America as they possibly can. Fuser is about to get his medical degree while Alberto is a biochemist. These characters stop nothing short of exploiting their professions to garner sympathy or shelter throughout their journey. Fuser seems to be the more tamed of the too, he seems more focused with the well-being of the people he encounters (example the old man with the tumor), and does not use his profession to lie to people. Alberto on the other hand is more of a rumbustious character. He is loud unafraid to voice his opinion and is quick to challenge Fuser on what he believes to be a better way of handling situations. The turning point of the film is when they both encounter peasants who are being persecuted for their communistic beliefs. Fuser had a moment of realization from this and is concerned over the mistreatment of these people. Towards the films conclusion his trip to Peru enlightens his thinking and he acknowledges that the subdivision in a society are what are suppressing lepers. He makes his final journey through the river despite him having asthma. The story concludes with fuser admitting that he knew all along that Albertos birthday was in fact at a later day, he was just going along with Alberto for the ride. I personally feel that this film in fact teaches the story behind the Marxist general Che...
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...Cheney’s Law -Cheney found GWB to help him -> GWB brought in Alberto Gonzalas (Fredo)- top lawyer -Gonzales had no experience in govt law; David Addington dominated Gonzales -9/11 Cheney said the country should be ruled by men not laws; They wanted to gather as much power to the president as possible; John Yoo (go to guy who says yes to everything the VP said to do ) -John Yoo worked in office of legal council (most impt govt office you’ve never heard of) -Democrats controlled Senate and they did not want to give power to the President; Saw it as completely unchecked president authority -> Congress limited the President -Secret memo signed by John Yoo; Memo said in times of need the president could do whatever necessary -Behr Richard Prosper- war time prosecuter in Rwanda; brought lawyers to come up with a recommendation to deal with the prisoners -Colin Powel/Condeliza Rice/Lawyers had all been kept out of the loop -Conservative Law Professor Jack Goldsmith joined the Defense Department; went to Guantanamo -> trial on what would happen to prisoners of war; Addington and Lawyers okays interrogation on POW -Bybee Memo said the President could do whatever necessary to fight war on terror -Yoo’s definition of torture-intentional inflicting pain on someone in order that was equivalent to organ failure -American detainees- conditions should change -Goldsmith and Yoo were rising stars; co-authored magazine; OLC head resigned and John Yoo didn’t get the job; Attorney...
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...irrational that people need to spend hundreds of thousands of dollars to defeat house members that were previously selected in a relatively fair manner.Since a super PAC collects and spends unlimited amounts of money, which may be worse for the government. With so much money, it is hard to trust that the government’s motives are as pure as they claim to be. A group of individuals could pool their money in the form of unlimited contributions into a PAC, so long as it remained independent from political parties or candidates, which prevents corruption of the government. Since it is possible for anyone to make a donation of any amount of money, it may be possible for companies or other people to take advantage of this. In 1999 in Peru, Alberto Fujimori’s campaign needed money, so Fujimori bribed his chief advisor, Vladmir Montesinos in exchange for being promoted to head of the Supreme Council of Military Justice.There is not much difference in this bribing and donating large sums of money to super PACs except for the fact that the super PACs are legal, and the other is not.Nobody gives money away and expects nothing in return. There are people who complain that super PACs spend "secret" money. This is just not true because by law, super PACs are required to disclose their donors.There is no possible way for money to go through without being noticed. The super PACs has become an auction for money. Statistics show that 93% of the winning candidates had more money. Unfortunately...
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...In the documentary, “State of Fear, the film reveals insights on the Peruvian Truth Reconciliation Commission. With personal testimony, history and exclusive footage, the documentary illustrates the escalating violence in Peru and how the fear of terrorism damaged democracy. The specific events exploit Peru being a dictatorship where official corruption replaced the rule of law. The terrorist attacks by the Shining Path insurgents provoke many issues for the government. Inevitably, the most important factor of the rise, consolidation and the fall of the guerilla terrorist group is the Communist Party of Peru-The Shining Path during the 1970s through the 1990s. During the 1960s, Abimael Guzman initially founded the Shining Path. Guzman was a professor of philosophy at San Cristobal of Huamanga University in Ayacucho, which is a small city in the southern Peruvian Andes. Influenced by Maoism, Marxism and Lenninism, Guzman traveled to China to further develop and expand his ideologies for change. Guzman believed that the subjugated class was the key element to help the society to prosper. The ideology of Guzman was to increase the living conditions of Peru’s poor members of society. He ultimately recruited an army to use violence against the Peruvian government to change their way of life. At the time, the Peruvian government was very corrupt. The government was a subpar democracy that neglected human rights of Peruvians. The upper class Peruvians possessed most of the money and...
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...State of Fear Thought Paper Terrorism is an extremely unfortunate subject that is nothing new to the history of civilization as we know it. Since the beginning of man, using fear as a means of control has altered many societies indefinitely. The Documentary State of Fear deals with the long war on terror that Peru was faced with. The living standards and right of Peruvians were very poor in particular regions of the country, and democracy seemed non-existent. The need to gain political power within the Peruvian region seemed to be the primary factor causing corruption and terror to thousands of people, and I will be discussing the relationship between democracy and security. The levels of human rights and social conditions were at an all-time low in the 1980’s as powerful regimes brainwashed Peru’s citizens as to what changes needed to be made for the country. We start the discussion of the documentary in Peru, where living conditions were extremely harsh for a majority of its inhabitants. A man named Abimael Guzman was the leader of a terrorist organization named the shining path. The ideology of Guzaman was to increase the living conditions of Peru’s poor members of society by recruiting an army to use violence against the Peruvian government to change the way of life. The problem was faced here was that Guzman was a very powerful leader, and gained enough hype throughout regions of Peru for its citizens to start a revolution. The Peruvian government was very corrupt at the...
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...surprise many of them had a wrong idea or were not sure of their own answers. Nowadays we are faced with a society that hardly knows or understands what this word means. Some people think that ethics has to do with what their feelings tell them is right or wrong, others take ethics as being a religious idea and belief, or something that the law requires. Many others think that it is a standard of behaviors that our society accepts. But what does ethics really mean, and why is it so important for everyone to understand? Due to a lack of ethics many business leaders have failed. In the year 2000, the nation of Peru faced a terrible fraud with Vladimiro Montesinos, who was the long-standing head of Peru’s intelligence service, under President Alberto Fujimori. Secret videos which he had recorded were televised. These videos showed his bribing an elected congressman to leave the opposition and join the Fujimori’s side of congress. These accusations and scandal caused Montesinos to flee the country and accelerated the resignation of Fujimori. Following investigations revealed Montesinos to be at the center of an enormous net of illegal activities, including embezzlement, graft, gunrunning, and drug trafficking. Montesinos has been tried, convicted and sentenced for numerous charges. “He also had strong connections with the CIA, the United States international Agency, and he was proved to have received over 10 million for his government’s anti-terrorist activities, which he used for his...
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...liga europea, tras la liga italiana. España tiene grandes jugadores en este deporte como Pau Gasol que se convirtió en el segundo español en jugar en la NBA y fue el primer español en ser nombrado Rookie del Año 2001. Tenis El tenis comenzó su andadura en los años 60. Fueron apareciendo pistas de tenis, academias, escuelas... conforme los tenistas españolas conquistaban torneos del tenis mundial. Rafael "Rafa" Nadal Parera es un tenista profesional que a la edad de 15 años se convirtió en el jugador más joven de la historia ganador de un Grand Slam. Ciclismo El ciclismo ha sido un deporte muy importante en España desde los años 40. La Vuelta ciclista a España es uno de los acontecimientos del ciclismo más importantes en el mundo. Alberto Contador es el único ciclista español ganador de las tres grandes vueltas, Tour de Francia, Giro de Italia y Vuelta ciclista a España. Formula 1 El piloto asturiano Fernando Alonso es el piloto español de Fórmula 1 más laureado. Primer y único español hasta el momento que ha conseguido ganar una carrera de Fórmula 1. Fútbol El fútbol es considerado el deporte más popular y practicado en España. La selección másculina de fútbol ha participado en trece ediciones de la Copa Mundial de Fútbol. En la edición de 2010, celebrada en Sudáfrica, se proclamó campeona del mundo por primera vez en su...
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...Last week, we focused on Alberto Alonso’s biography and his choreographies. Alberto Alonso was born in Havana, Cuba in 1917. He was a choreographer and a dance professor at Santa Fe College in Gainesville. He discovered his love and passion for the dance when he was a kid. His mom was on the board of directors of Pro Arte Musical in Cuba, where they had ballet classes that Alberto really enjoyed to watch. After leaving cuba, he went to Europe to dance for the Ballet Russe when he was only 17 years old. Santa Fe Community College hired Alberto Alonso for a semester as a dance professor. Alora, a professor at Santa Fe College, helped Alonso and his family integrated into the community. During WWII, ballet was developing rapidly and successfully,...
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...Running head: PERU AND CAPITAL DEVELOPMENT Peru and Capital Development Abstract During the 2006 election of Alan Garcia Perez, promised to improve the social condition and commanded a balance of the economic spending with an increase of social spending. With a macroeconomic performance that had increased the GDP growth and help to lower the poverty levels. Even though the economic crisis produced a strain on the financial burden of Peru at the time, the prices have begun to drop and Peruvians are proactively recovering their loses. The land is still being dominated by the elites and the higher class of mezitos. These governed entities remain in control of the structures and industries within the country. Peru and Capital Development In 1996, Republic of Peru was the world largest coca leaf producer, however as time has generated a smaller dip in the economic system, Peru is now the world’s second largest producer of coca leaf. While, Peru lags far behind Columbia; cultivation of coca in Peru declined to 36,000 hectares in 2007. With an estimated yearly rate of growth of 9.8% (U.S. Department of State), Peru continues to struggles to keep up through economic hardship and the rift of the trade. Republic of Peru is plagued with environmental issues concerning the deforestation due impart to illegal logging, overgrazing of the slopes of the costa and sierra leading to soil erosion, desertification, air pollution, water pollution. Most of the problems are due to the natural...
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...LANCE ARMSTRONG1 On July 24, 2005, Lance Armstrong became the first person ever to win the Tour de France seven times. Armstrong’s unprecedented achievement was all the more remarkable for the fact that in 1996 Armstrong was treated for testicular cancer that had spread to his lungs and brain. Even without cancer, Lance Armstrong was not an obvious candidate for title of the greatest cyclist ever. Despite certain natural advantages – notably a heart 30% larger than normal with an abnormally slow beat rate (32 times per minute while at rest) – Armstrong’s aerobic rate was less than that of cycling greats such as Miguel Indurain and Greg LeMond. For most of his career, Armstrong was not the world’s preeminent cyclist. He won the world championship just once (1993) and his Olympic best was a bronze medal in 2000 Sydney games. Armstrong’s seven-year dominance of the Tour de France resulted from a combination of factors, not least of which was his singleminded focus, not just on cycling, but on a single race. Between his 1999 and 2005 Tour de France victories, Armstrong was overall winner in only five other cycle races. Armstrong raised planning for the Tour to a new level of sophistication. His meticulous preparations included: “. . . computer calculations that balanced my body weight and my equipment weight with the potential velocity of my bike,” and “careful computer graphs of my training rides, calibrating the distances, wattages, and thresholds.” Armstrong abilities were well-suited...
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...Torture Jack Bauer would rather go to prison than fail to save Los Angelis from an A-bomb. We don't need laws allowing anyone to torture in exceptional circumstances. If exceptions are allowed, they will only be abused eventually. Legal ramifications will be gladly endured by the type of extraordinary individuals who will make that sacrifice to keep this country safe. If they are so sure a suspect has the information, they will risk their personal freedom on their hunch to engage in torture. If they are wrong, they will get their punishment. If proponents of torture (including all its euphemistic forms) want to cite Jack Bauer and his Ticking Clock of Doom, they must accept the full premise and all its trappings. Writ of Habeas Corpus Dating back to the 1600's, this guarantees prisoners the right to petition a legal body, through a standard of due process, to make a preliminary claim that they have been held wrongfully, and to have this reviewed by said legal body. It is additionally included in part of a larger U.S. constitutional set of rights preventing individuals from being held indefinitely without either release or trial. The U.S. Supreme Court has also ruled that the Bush Administration cannot prevent detainees from being designated outside of both the Geneva Conventions and U.S. criminal law, not to mention Cuban law, while they are being held at Guantanamo Bay. They must fit into some category. Detainees cannot be in a conveniently legalistic no-man's...
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...The history of Ferrari In my opinion, Ferrari is one of the greatest auto company in the world. Ferrari was established in 1929 by Enzo Ferrari. At first, Enzo Ferrari was not interested in the idea of producing road cars when he formed Scuderia Ferrari. It is very difficult in the first few years. After the second war of the world. In 1947, Ferrari built its own automobile factory to produce the first car for general road driving--Ferrari 125s. And a lot of cars are produced in the next few years. Ferrari got many champions in car contests by these cars. It made Ferrari to be a great auto company. Most of the Ferrari car are handmade, so the production is very low. Unfortunately, the low production and sale are difficult to support the huge overhead of racing team, Ferrari often get in economic problems. However, due to the high reputation of Ferrari, many times to win honors for Italian, Ferrari has become a representative image of the Italian automotive industry. So Ferrari got the help from FIAT. Ford Motor Company was interested in buying Ferrari. But Enzo Ferrari refused. In 1969 Ferrari agreed to be bought by FIAT, and the condition is FIAT shall not influence its racing activities in the future. As a comparison Rolls-Royce and Lamborghini both be sold to Germany. Ferrari insisted on and become the pride of Italy. The philosophy of Ferrari Enzo Ferrari said the best car of Ferrari always be the next one. Constant pursuit of success is Ferrari’s philosophy. Scuderia...
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