Unilever Company Essay Example | Topics and Well Written Essays - 2500 words

Unilever Company - Essay Example The current nonexecutive director of the dual companies is Michael Treschow while the chief executive of the company is Paul Polman. The company has a sizeable slice in London stock exchange and has a rank of the eighteenth position in the stock exchange as at the close of 2011 (Murphy 2009). Back ground information Unilever Company began its operations at the start of 1930. The pioneers include Samuel Bergh, Antonius Johannes Jurgen and William Lever. This was through the amalgamation of two businesses, where the British soap makers who were the Level brothers came together with the Dutch margarine producer who was Margarine Unie in 1927. The amalgamation of the two companies was strategic in terms of the commercial benefit it would provide. This is basing on the fact that, for the production of margarine and soaps, there would be a requirement of palm oil thus the importation of palm oil, which was a key raw material, would be fast and in large quantities. This would help reduce th e number of times the product would require transportation as well as reduce the custom taxes due to importation. The palm oil in use by the companies was from Belgian Congo, where they had procurement of seven fifty thousand hectares of the forest land from where there was the extraction of palm oil. This was by labourers whose working conditions were poor as well as the labourers getting low pay. At the beginning of 1930, the Unilever business empire went global opening branches in Latin America and Africa where the initial business had taken root. During the year, there was acquiring of restraints so as to increase the company’s operations, soon after acquiring the shares, there was the sale of shares by the management so as to make an expansion in the operations of the business. By then the company was making edible fats and soaps leading to much income by the business. The purchasing of the Chesebrough-pond’s company, there was strengthening of Unilever Company. T he expansion of the Company was due to purchasing of Calvin Klein Company that was in the making of Cosmetics as well as the Farbege and Elizabeth Arden companies. The expansion has led to making of a headquarters for all its operation worldwide which is in London. The name rises up fully in the 1990s, and getting a complete charter and becoming the Unilever Company (Wilson 2009). Issues in staffing and training and development The company has the right staffing solution. To get a preview on this, there is consideration of the various issues that the company has put into place including; compliance where the employees sign contracts that show there compliance in working towards a common goal for the well being of the business. Compliance is essential for the development of the organisation in that the employees know what the management requires thus works hard to comply with the standards of the company set by the management. Another issue is retention where the company retains the working conditions of the company, by ensuring that the employees work in an able environment thus they do not have to move to other fields. Retention of their initial name and logo has come ensures that the company

Forgiveness Essay Example | Topics and Well Written Essays - 750 words

Forgiveness - Essay Example After sometime in class, a colleague realized that two of his new textbooks were missing. Since everybody was at the laboratory during the practical session, one of my close friends gave the suggestion that I am the one who might be responsible for the theft. The case went before the principal and I had to appear before the disciplinary committee that imposed a punishment of two-week suspension from school on me. Besides the suspension, I was required to report back with three copies of each of the textbooks. I complied with the harsh punishment despite the fact that I was not responsible. Upon completion of the two weeks, I resumed my studies. After two weeks, a friend informed me that he had seen the books that I received punishment for at a mutual friends place. We hatched a plan to confirm the authenticity of the leakage. I planned an impromptu visit to the mutual friend’s and confirmed that indeed the books were there. He confessed and apologized. The above case represents a situation of an individual who is on the wrong side and ready to ask for forgiveness. Being falsely accused and receiving punishment for a crime that you never committed is unjust. The situation created a conflict between me and my colleague as it was hard for me to accept that a close friend can actually turn against you to the extent of betrayal. The whole experience elicited strong hatred towards the colleague. The readiness of the colleague to accept his mistake and submit an apology hastened my recovery from depression. Forgiveness has enormous effects on the relationship between the offender and the offended. Sometimes, the person on the wrong is not ready to bend low and ask for forgiveness. When such cases arise, it is in order for the offended to forgive irrespective of the other party’s attitude. Forgiveness and reconciliation have many benefits. Forgiving is a source of self-relief for the

Response Scenario Paper on the Spillage of N,N-dimethylaniline Essay

Response Scenario Paper on the Spillage of N,N-dimethylaniline - Essay Example The principles of the Incident Command System [ICS] provides an organized approach in handling and controlling different types of incidences in which lives and property may be at risk (â€Å"ICS Features and Principles†, 2007). This paper presents a response scenario on the chemical spillage of N,N-dimethylaniline in a manufacturing company using the principles involved in an Incident Command System. Keywords: Incident Command System, N,N-dimethylaniline, Response Scenario Hazardous Material: N,N-dimethylaniline N,N-dimethylaniline is known to be toxic to humans because it affects the organs like kidney and liver. Exposure to this chemical either through ingestion, skin contact or inhalation may lead to acute or chronic effects, depending on the degree of exposure. Although there are no available data whether N,N-dimethylaniline is a carcinogen or a mutagen, it is still best to have as minimal exposure to the chemical as possible (â€Å"N,N-dimethylaniline MSDS†, 2005). N,N-dimethylaniline is a combustible material. There are no data available on possible explosion risks due to static discharge or mechanical impact, or incompatibility with the presence of other chemicals (â€Å"N,N-dimethylaniline MSDS†, 2005), but this does not mean zero chances of the risk of an explosion or fire. Incident Command System The Incident Command System [ICS] follows an organized management principle where there is a hierarchy of the different individuals responsible for the control and handling of emergencies or incidences (FEMA, n.d.). An ICS is headed by the Incident Commander [IC], who has typically three members under the command staff, namely: the Information Officer, Liaison Officer and the Safety Officer. The General Staff which encompasses the Operations, Planning, Logistics and, Finance and Administration, together with the command staff create the over-all management system that comprises the ICS (NRT, 2000). Applicable to both government and privat e sectors, the ICS is an effective yet flexible approach to any incident because it allows the coordination and integration of the different functionalities within an organization (FEMA, n.d.). The scenario of an N,N-dimethylaniline spillage in a manufacturing company requires the immediate response action of the components of the ICS to ensure the safety of the responders, employees, and the people immediately surrounding the area where the incident took place. On-set of the Spillage. The manufacturing plant is categorized as a fixed closed facility in which hazardous materials can be accidentally released in very large quantities because of the presence of large containers in the area. This implies the importance of labeling of these containers for proper identification, especially when an incident like a chemical spill occurs. Aside from labeling, the Materials Safety Data Sheet [MSDS] for the chemicals, in this case, N,N-dimethylaniline must be on-hand to be able to obtain infor mation on the hazardous nature of the material (USFA, 1998). First Responders. More often than not, the first person, also known as the first responder, who recognizes the spill must immediately inform the supervisor of the occurrence of the incident. Regardless of the department or section that they belong to, the first responder must be aware of the type of hazardous material that spilled, immediately wear the necessary personal protective equipment [PPE] and prevent other personnel from

United States Policy On China Essay Example for Free

United States Policy On China Essay The United States policy on China has a long history. In the Shanghai Communique, signed between the US and China in 1972, the United States of America acknowledged the People’s Republic of China assertion that, all Chinese on both sides of the Taiwan Strait believe there is only one China, and that Taiwan is part of the mainland. Other Communiques have also been adopted by subsequent administrations to determine various policies for the United States, on the basis of the original one, signed in 1972 by President Richard Nixon. The US later shifted its diplomatic base from Taipei to Beijing in recognition of the Mainland. In Taiwan the United States has maintained vibrant unofficial contacts in commercial and cultural aspects. America’s ‘’unofficial’’ friendship with Taiwan has being a source of discomfort for mainland China over the years. It is sad to note that in 2005 Mainland China passed an anti-secession law stating; The People’s Republic of China will turn to non-peaceful avenues to tame Taiwan, if it declares self independence. The US has had to trade cautiously when it approaches China’s internal affairs. This diplomacy has often bore fruits and avoided facing head-on the root problems. The US taking hard stances on China and Taiwan affairs can certainly be counter-productive. Hence, the justification of its present position on the said matters as matters stands. Today, the main threat to the Security of the United States is from Terrorism. Other Global challenges, are to be found in Climate change and the proliferation of nuclear weapons. To suitably address these issues the United States must engage China, to jointly tackle these problems. Taiwan has historically been allied to the US. The Taiwan Relations Act in the US domestic law allows for ‘’unofficial’’ contacts to thrive between the two countries. This status quo has to be maintained, so as to protect the traditional interests of the United States of America, while observing the protocols of the various Communiques binding China and the US. The United States stands as the only superpower with an economy that has great influence globally. China on the other hand has the number with a population of over 1 billion people been the most populated nation. Its economy has also been steadily rising as many US firm outsource their operations to China, though many do so with the prime aim of maximizing profits and cutting down their operational costs. The Chinese economic growth has certainly been â€Å"food for thought† for the policy makers. And the US residents concerned about the â€Å"job loses† East Asia is a strategic trading partner for US Companies and products. A China policy has to defend the interests of these trading companies operating in this region, from Japan to Indonesia. East Asia’s security is threatened by North Korea developing nuclear weapons. This threat can be effectively contained with the co-operation of China. The US should advocate for a policy which will eventually unite the two Koreas. In exchange of the ultimate unification of China and Taiwan, the US may opt to root for One Korea which is free and democratic. The emerging liberal Korea will open up new markets for the existing US companies found in these regions. As the grave concerns of North Korea acquiring nuclear weapons been a major US concern. The US has often seen China in a better position to pile pressure on North Korea to abandon its quest for nuclear weapons, as the US seeks for a peaceful solution to avert the nuclear proliferation: currently threatening to tear the region apart. The end of the cold war ushered in new global rivalry between the US and China solely based on historical and economic mistrusts. Rapid industrialization of China has had a ripple effect on the economies in East Asia, which now look up to China as a partner and protector, a role which was previously a prerogative of the US. Repressive politics has managed to put a check on dissenting voices within China thus enabling the leadership to look beyond the borders and assert China’s regional hegemony. Japan, though an economic power house, embraces a culture of anti-militarism and has not been at par to counter the monstrous growth of neighboring China, despite their historical rivalry. As China increases its regional influence, her other aim is to unite with Taiwan. Their modern approach to achieve this pursuit is through Soft Power. In Political Science, Military and economic power is considered as Hard Power while other means of coercion to achieve political gains such as; Cultural norms, political ethics, Uniting Ideas and accommodating Foreign Policies are classified as Soft Power. China, through its Soft Power has managed to win the trust of many countries across the Globe. Recent research indicates that, China has surpassed the US as the most trusted country in the world. China’s domestic development and stability has made it a world power and is now bent on edging out the US from East Asian affairs. After the collapse of Communism in the Soviet Union and Eastern Europe, it dawned on Chinese bureaucrats the need to consolidate power in the State. Previously an authoritative powerful State was considered a deterrent to economic growth. In China, power was centralized in the CCP. Later, the open door and reform policy led to a revolutionary change in the social-economic well-being of its citizens. The transformation of lifestyles has imbibed a sense of pride and confidence in the Chinese, breeding nationalism in the country. It is this renewed Nationalism which is a threat to the crisis in the Taiwan Strait, Chinese nationalists feel China should be forcibly united to Taiwan. Across Taiwan, political liberalization and economic empowerment has created a new Taiwanese identity. Political parties which advocate Taiwanese interests and consciousness fair better in National polls whereas parties which lean towards the Mainland are shunned. Majority in Taiwan favor the political situation to remain as it is. The rise of Nationalism in the Mainland has coincided with emergence of a Taiwanese identity. These two aspects are bound to repel any forces which aim to unite them and might even isolate the US bid to act as an intermediary. The US, recently concentrated its military might in fighting the Al-Qaeda in Afghanistan. The recent world economic crunch has also dented the military war chest of the US. In the Far East, North Korea’s acquisition of nuclear weapons has polarized the entire region. It is obvious The Japanese who looked upon the US as protector are starting to feel vulnerable. As China vows not to recognize the independence of Taiwan, it would be only appropriate to front for the remilitarization of Japan. This will eventually ease the burden on the US military in the Far East and contribute to peace and stability in the region. China and the United States can without doubt be argued to be the world’s two indomitable â€Å"super powers†. An idea has been mooted to establish CHIMERICA a G2 alliance to mediate on contentious world affairs. The two countries have however initiated the US-China strategic and Dialogue forum to tackle issues on global warming, humanitarian crisis and proliferation of nuclear weapons. Chinese authorities have adopted policies set to improve co-operation on both sides of the straits. China hopes to maintain a Status Quo in her favor; which simply means Taiwan will never be independent from the Mainland, especially taking into account its economic benefits. In 2010 the US proposed an arms sale to Taiwan which was vehemently opposed by mainland China. The US administration was to further antagonize Beijing when President Obama decided to host the Dalai Lama. The US today has its hands full in fighting terrorism at home and abroad. In the Far East, China’s increased economic might and international clout has tilted the power balance in her favor. A China Policy in tandem with the previous communiques will ease the existing security tensions in the Far East Region. The US has over time pursued a policy of close co-operation with a reformed and modernized China. This is to augur well with the over 48 Billion dollars worth of investments by US companies operating in China. The United States of America faces a formidable challenge as it tries to maintain hegemony in a region which has been transformed radically by an emerging economic power, China. Many US firms have often been accused of setting up tax heaven in China. These firms are viewed by those opposed to the whole idea of US firms outsourcing to China, as using US market to make huge profits and evading the responsibility of paying their fair share of national tax. This has forced the US lawmakers to devise ways and means to curb these loopholes, though its success rate is questionable. The Shanghai communique and others thereafter have managed to harmonize the relationship between the US and the People’s Republic of China. Each new US administration comes up with conflicting policies but which are based on the original communique, which advocates for one China. The signed documents are not binding and US interests, particularly in trade, are known to override these communiques. The above concerns raised have led policy makers on both sides of the equation to carefully assess their short and long-term policies towards each other. Some of the approaches that have been laid on the table for debate and implementation are:- Approach 1: Envision a crumbling China Most debates in America as concerns China policy tend to dwell on the emerging might of China, a big and threatening East Asian economic and military giant. Many others see a prosperous and cooperative Mainland China, which can is also be a ‘’Strategic partner’’ to the US. Rapid modernization may as well overwhelm the existing political structures in China to destabilize the country. At the moment, various provinces in the Mainland are agitating for self rule. An unstable Chinese State would reduce the government’s capabilities to contain serious vices in this vast country Industrialization in China has had its drawbacks as witnessed by the high pollution in urban areas. Stern laws are a deterrent to industries which pollute the environment. A weak, broken China will barely be able to enforce or control the resulting polluting culprits. A disintegrating China is a more serious threat to the US interests while a United China is a Strategic advantage. An American policy on China ought to advocate for a stable domestic China. As the worlds largest producers and consumers, China and the US should be in the forefront stemming global warming. To monitor levels of environmental degradation in a splintered China would be a nightmare. With a thriving and united mainland, the US can also count on Chinese support to disarm North Korea of its nuclear arsenal though peaceful negotiations. The prospects of a failing China are a disadvantage to the US trade interests in Eastern Asia, where numerous US multinationals have invested heavily. A China policy should support a strong Cohesive State; for floundering domestic China will deal a destabilizing blow externally. All the neighboring countries economies are dependant on China, a spill over effect of instability can be disastrous for the entire region. As China economy comes to par with the western world, improved lifestyles and access to information is bound to ferment discord as Citizens seek an outlet to flaunt their new wealth worldwide. A China policy should encourage cross cultural exchange between Citizens of the two States. An informed public will discard the deep rooted mistrusts of East verses West rivalries which are mostly myths. The success story of the Chinese economy would also boost the US tourism sectors as wealthy Chinese splash their wealth on US tours. Approach 2: Pursue ‘’One China’’ Dialogue In China the Taiwan issue is a matter close to the hearts of many. It is an emotional subject which can erupt negatively if not checked. The US has always been sympathetic towards Taiwan because of her liberalism and democratic ideals. This does not go down well with the Chinese who insist Taiwan is the 23rd province of the Mainland. To ease the tensions along the Taiwan Strait, China policy ought to lean on One Nation, which encompasses the Mainland and Taiwan. As mentioned before, the US can also bargain for a united China in exchange for ‘’One Korea’’ in the North. This will strategically secure North East Asia for the US as Japan is located in the neighborhood. The US should thereafter lobby for her trading concessions to be maintained. A sound and trusting relationship with China will eventually ensure world peace. Though some may feel that the US policy at times are viewed by many around the globe to be a bit forcefully, China’ s policy especially on foreign issues has been a bit laid back. Whereas, the US may favor sanction of countries that it considered a threat to its national security. China has not been in favor of those sanctions and may only favor them as a last result. When it comes to China’s internal affair especially on human rights issues, media freedom and democracy the Chinese have not taken lightly the US offshore comments on its internal affairs. It may seem that the standards of human rights issues are as far as the east is from the west when comparing china and the US. Across to the North East Japan’s economic muscle may eventually arouse Nationalism fronting for the re-armament of their country. After the testing of Nuclear weapons by North Korea, Japan must be feeling threatened. The emergence of new political players in Japan who profess aggressive military ideals can not be entirely ruled out. Historically a highly militarized Japan has been proved to be a global tyrant. It is whispered that ‘’ The Japanese have never learnt from their past military crimes’’, so they might as well be contained. Plus, given that Iran is also pursuing nuclear weapons and more nations are joining the nuclear club. Japan which has been traditionally enjoying military and economic superiority may be forced to rethink its policy. Though, China cannot be said to be a threat to Japan’s national security. The US has been advocating for nuclear non-proliferation and whether it will be able to convince the Chinese to reduce its nuclear stock pile is another hard rock to crack. The process of pursuing ‘’One China’’ Policy will maintain the Status Quo, China is known to prefer things to remain as they are, while plotting ways of controlling Taiwan. The US is a major supplier of arms to Taiwan and as things stand, the Status Quo serves well the profits of US multinationals. The rise of Taiwanese Identity has altered the mindsets in the Island, where majority now are against reunification with the Mainland and prefer the Status Quo remain. The split in the two China’s was fueled by Nationalists and Communists, as found in Taiwan and the People’s Republic of China respectively. It is highly probable that integrating the two will strengthen the renewed Nationalism in the Mainland. Political optimists believe China will eventually transform itself into a Democracy, though the process might take a while. With fast changing technology especially the fast growth of the internet China may find it hard to maintain its control of information freely flowing within its borders and would be forced to embrace democracy as viewed by the Americans. Some may argue that the US is playing double standards when it advocates for democracy whereas its own records are questionable. Especially, when Issues related to fighting terrorism are concerned. With some of the view in China and many other nations within the region feeling that the US policies should be toned down and they should bring more dialogue on the table. Approach 3: Engage Top-level Bureaucrats The US-China Strategic and Economic Dialogue initiative is an example of Top-level bureaucratic engagement. The US Secretary of State heads the team in this initiative while the Chinese delegation is led by the Deputy Premier. High level consultations between the two countries have in the past opened the way for China to join the World Trade Organization. Bi-lateral Summits by the Presidents of the two powers have in the past yielded reforming solutions to global issues. With almost two digit growth rate been recorded by China, one may project and see that China may soon overtake the US economy which is growing at a much lower rate than China. Comparing the two countries one may see that the national cake is more evenly distributed in America than China. Even though the wide gap between the poor and rich may at times benefits the US in the sense that they can outsource labor intensive projects at a relatively lower cost. Meetings between the Top leadership increase the level of Trust and diminish any hostile perceptions held. Apart from China, the US should play the role mediator in issues affecting the East Asia region. America’s policy in the region will determine the relations with China. US national interests in diplomacy, military and economics will only be well protected when top government executives engage directly with the leadership of this region. US standing among the Nations of East Asia will affect China’s views on issues. The US diplomats should push to strengthen existing alliances, while assessing the composition and capacity of stationed troops to fulfill their missions effectively. China should also be engaged so as to participate in regional issues such as counter terrorism, Disaster management and peacekeeping. To check on North Korea, Trilateral consultations with the Republic of Korea and Japan should be intensified. Further consultations with Beijing and Moscow needed to pressurize Pyongyang to cede developing nuclear weapons. Within the East Asia region, the US should support sound structural economic reforms in particular countries. This will provide the foundation for a sustainable economic growth in the 21st century. Aid ought to be granted to establish regional institutions which are comfortable with America’s involvement in East Asia affairs. Approach 4: Arms Trade On January of 2010, the US was closing a deal worth $6. 4 billion selling arms to Taiwan. Mainland China immediately threatened to impose restrictions on the US firms selling the arms. PRC later suspended consultations on certain regional and international issues. The US gesture (arms sale), was seen as a snub to the spirit of ‘’One China’’. However the US-Japan alliance is favorable to the interests of China. Japan, due to her bloody military past is viewed with suspicion in the region. The US has effectively put on check any Japanese military ambitions. China has in the past borne the brunt of Japan’s military might and is comfortable with US limiting her capabilities. Japan is a nation with great capability when it comes to acquisition of military superiority. It has not lately been in the arms race seen within the region, which has played very well with the Chinese. This can partially be attributed to the US check and balances on Japan. Though the whether the status quo remains is a thorny issue that would need to be addressed in future. Across Japan, North Korea is flexing her nuclear muscle from a tightly closed and controlled society. This scenario best presents the US with an opportunity to re-arm Japan on terms strictly dictated by the US. Thereafter this process will eventually offer US firms a lucrative avenue to invest in Japan’s, National Security industry. The level of militarization will however be in tandem with China and Russia’s aspirations, who can also act as mediators in the balancing of power along the Sea of Japan.

Marriage and Family Structure Essay Example for Free

Marriage and Family Structure Essay â€Å"Marriage is not a ritual or an end. It is a long, intricate, intimate dance together and nothing matters more than your own sense of balance and your choice of partner. These were words of Army Bloom while commenting on the topic of marriage (Sardone 2010). Human race is a product of a family in one way or another. However, not all can be said to exist in the planet as result of marriage. They are those that were born out of wedlock and either live with one parent or have never known any of their parents. Nevertheless, marriages still take place and families continue to exist. With the development of society, both the marriage and family structure have undergone transformation and many have veered off from the traditional definitions of the same. This paper is aimed at showing that marriage and family are important parts of any culture despite there being different types of marriage and family structure. According to Goepfrich (2007, p 3) in his book â€Å"Marriage, Divorce and Remarriage, marriage can be defined as â€Å"the social institution under which man and woman establish their decision to live as husband and wife by legal commitments or religious ceremonies among others. † Goepfrich acknowledges that for people to be recognized as married, they must have witnesses and the ceremony conducted by either a civil servant or a religious minister. However such a statement by the author ignores the fact that there are so many people who claim to be happily married yet they have never been legally married. In some cultures especially in the places such as Africa, a marriage can be validated by traditional elders without the necessity of the couple being awarded a marriage certificate. However, one thing agreeable to all is that a marriage will lead into a family; since any couples get married to form a family. Types of Marriages Authors have classified marriage into different categories depending on the context. The Sociology Guide (2010) divides marriages in several types; polygyny (polygamy), polyandry, group marriage, monogamy; under monogamy there is serial monogamy and straight monogamy. Polygyny (Polygamy) In this type of marriage, a single man has more than one wife at a particular period (Sociology Guide 2010). There are different cultures that do not view this type of marriage as valid and therefore it is not encouraged. Civil laws in many countries do not recognize polygamous families and this leads the man to either live with the other wives secretly or without valid wedding certificate. Christianity as a religion teaches that a marriage should be â€Å"one-man one-wife† and thus one is required to declare that he has never married before and if he had done so, the wife had died. Some Christian denominations do not even join divorcees in the holy matrimony. However in Islamic cultures as well as in societies in South Africa, polygamous marriages are recognized. A good example is that of the incumbent president of South Africa, Jacob Zuma who has more than four wives. Sororal polygyny or sororate is a situation where one man has married blood sisters, while in non sororal polygyny, the wives are not blood sisters (Sociological Guide, 2010). Polyandry Though not as common as polygamous marriage, this type of marriage entails one woman having more than one husband. This is not recognized in many cultures and therefore those who involve themselves in such do not do it in open. However, some cultures allow blood brothers to share wives especially if the husband is impotent or he only sires children of one sex. This type of marriage is referred to as fraternal or alelphic polyandry and is very common among the Todas. In non fraternal polyandry, the husbands are not related in any way and the other men cannot claim the woman as their wife at that particular time when he is living with one of them (Sociological Guide, 2010). Monogamous Family This type is regarded as the ideal type of marriage in addition to being the most common and acceptable by nearly all cultures and religions, even those that accept the other types of marriage. It is a one-man one-husband marriage. Under this type of marriage, there is the serial marriage where a husband remarries after the demise of his wife. In such a situation, this is not regarded as polygamy. Of recent, it has become common for the spouse to get another wife/husband after divorce. However, some people chose to remain single after the departure of their spouses. In what is referred to as a straight marriage, the spouse may not be allowed to remarry under any circumstances (Sociology Guide, 2010). Forced Marriages In this type of marriage, the woman is abducted and the husband rapes her. In those cultures where forced marriages are practiced, there is a belief that once a man has intercourse with a woman, he automatically becomes her husband. This practice however is not very common in many societies of the world and is therefore detested in those cultures that do not practice it. In some African cultures, girls are married off to elderly men while they are still toddlers in exchange of livestock. The child continues to stay with her family until she reaches puberty and this is when she is taken to the husband by the parents, whether willingly or unwillingly (Sfetsu, 2009). Same sex Marriage The issue of same sex marriage has generated more heat than light in the contemporary society, with some supporting it while others demonizing it. However, same sex marriage has been legalized in different states of the world. Sexologists have used the term homosexuality to refer to people who have â€Å"a same sex gender sexual orientation† However, in the community, the term ‘gay’ has been used to refer to male homosexuals with the term ‘lesbian’ referring to female homosexuals; sometimes ‘gay’ refers to both women and men. There are some who are attracted to people of both genders and are referred to as heterosexuals (Cantor, 2006, p. xiii). Those who oppose the same sex marriage argue that they are unnatural and that they provide the nonconductive environment for the raising of children. They also argue that it threatens marriage as an institution in addition to going against religious principles among other reasons. However, proponents of homosexuality state that homosexuals are human beings and thus have their own rights (Bidstrup, 2000). Marriage in the Western Culture In this century, marriage in European and American culture is often legally defined as monogamous. This does not mean that there are no few societies that do still practice polygamy while others are in what is referred to as open marriages. In latter form of marriage, the spouse has the freedom to leave when he or she feels like. In the Western world, divorce has been made less complicated and thus has increased in rate. Marriage is seen as a legal covenant which recognizes the emotional union of the couples and can be terminated any time the partners feel like. In this world, it is the woman who is granted the custody of child and not the husband in case of a divorce or separation. In addition, all the partners have the duty of supporting their children (Sfetcu, 2009). When a child has been born out of wedlock, he or she is entitled to enjoy the same rights just like those that are legitimate. In the Western cultures, partners are protected by law from rape by their spouses and those who do so may find themselves in the court of law. Moreover, the law defends wives or even husbands from being physically abused or disciplined. In this culture, wealth that has been acquired since the couple married is often divided among the couple in case of divorce. What one gets however is determined by a court of law or community property law (Sfetcu, 2009). Marriage in the Eastern World In these cultures, marriage is regarded as being quite different from the way it is regarded in the Western world. For example in the former, polygamy is permitted; in fact men with many wives are generally considered as being wealthier than those with one wife. A large part of the population in the Eastern world is Islamic and though the religion advocates for the marriage of a man and woman, the Quran allows a man to have a maximum of four wives (Sfetcu, 2009). However in such societies, all the wives must be treated as being equal by the man. In states where the larger part of the population is Muslim, marriage is only permitted when both partners are Muslim; otherwise non Muslims must first denounce their religions and embrace Islam. In some societies in China, a man in the upper class would first be formally married and then later allowed to get concubines. However, the current communist regime does not permit polygamy but only monogamy (Sfetcu, 2009). Family Structure As years have come and gone, the society, including the family, has undergone great transformation. The term â€Å"family† has traditionally been used to describe the father mother and children as a unit. However, this structure has changed over time. The common types of family structure include childless, nuclear, extended as well single (Shelton, 2010). Nuclear Family Shelton (2010) defines a nuclear family as that family that â€Å"consists of a mother, father, and their biological or adoptive descendants, often called the traditional family† Many anthropologists usually regard this type of family structure highly than any other type of family and conducive one for the rearing of children. However, there must be emotional support, environment of love, economic support as well as enough time spent together. Single Parenthood Of the types of the family structures listed, this can be regarded as one the newest. This is because in the olden days, the society could not have imagined that a person could have lived without either a wife or a husband. In case of death or separation, remarriage would either take, place or the woman would be inherited by the brothers. However, with the economic independence of women, many usually decide to stay single after the separation, divorce or death. Some women are not interested in marriage and therefore choose to have children or one and raise them on their own. Research that has been done has shown that 25% of the children are born by women who are unmarried and mostly teenage mothers. Proponents of this type of family structure have stated that it has less pressure especially if it is formed after a divorce. However, some psychologists have claimed that this kind of marriage is disadvantageous especially to children as sometimes it is associated with juvenile delinquency (Shelton, 2010). Childless Family It is often the desire of many, if not all, couples to have a child or more after marriage; however, this is not always the case. A couple may also not be able to bear a child because of either social or biological problems. However, others may later get a child of their own in future or just decide to adopt one. Though many of such couples may opt to stick together, in some cultures however, lack of children after marriage is viewed negatively and the man if forced to remarry. The brothers of the husband may also be required to sire children for their brothers if it is realized that he is impotent. Others may however decide to rear a pet or two who acts as substitutes (Shelton, 2010). Extended Family An extended family can be described as a group of family members that is made up of adoptive or biological parents together with their children as well as other members of that family. In many global societies, an extended family has been described as â€Å"the basic family group. † In some cultures such as those with Asian origin, an entire extended family may live under the same roof. These may include; uncles, aunts, grandparents and even foster children. Sometimes children of parents who have died or separated may be raise by their grandparents (Mosby’s Medical Dictionary, 2009). Conclusion Despite the many types of marriage and family structure, one thing that is clear is that, marriage and family are important part of the human race. This is why all cultures in the world have both. Marriage is often viewed as a gateway into a family, though there are those that form families without marrying formally. It is however important for people to formalize their marriages as it will be easier to deal with some setbacks in the families such as divorces or death. .

Soft Skills Importance in Organisations

Soft Skills Importance in Organisations 1 Introduction Background 1.1 Introduction Business concerns with people. Its about communication, coordination and relationship. Although business success is based upon logical acts and thoughts, the human element cannot be ignored (Armstrong, 2006). Thats why strong soft skills are vitally important. Organisations and businesses are established with one thing in mind that is to earn revenue for their stakeholders. Revenue is earned by selling products or providing services to its customers and clients. Businesses flourish because they have products or services to sell which their customers buy in return for profits. To compete or to survive in the competitive business environment, its critical for any organization to satisfy the customer needs. Service is often considered an important aspect of satisfaction of customer as well as a significant contribution. Customer satisfaction is an important aspect for business profitability (Armstrong, 2006). It is the satisfaction of the customers that keep them loyal and any good serv ice provided by the organisation help it to retain customers that in turn ends in high profitability. Increased competition and customer expectations have forced the companies to frequently provide good customer value and service. This has pressurised the businesses to focus more on customer satisfaction (Gerson, 1993). According to Phillips (1991), customer service is the base for a flourishing business and training is the services cornerstone. Quality product with just price attracts customers but it is not enough. Organisations came to realize that consumers decision to buy this product also depends upon the service or treatment that he/she has received. The importance of customer satisfaction is also a key element in service only industry. Thats why a strong emphasis has been put on soft skills and organisations lay a great importance for employees to acquire soft skills specially the ones who deal with customers. With the growing significance on quickly intensifying service sector; organisations recognized the soft skills importance and they are paying special attention to the softer side of their interaction with consumers. Training of employees especially in soft skills is vital for any organisation and it helps in overall employee improvement as well as development. The need and value for so ft skills development for employees has always been accepted by many organisations (Guirdham, 1999). Training also contributes towards development of employees and and plays an important role in their satisfaction. It helps to acquire new skills or polish the existing ones (Green, 2001). Organisational structures are influenced by customer oriented market and constantly changing environment that is leading the organisations to rely on soft skills training for employees. Organisation structures are necessary to support the effort of training managers and trainee employees. It also makes possible the effective performance of key training activities. Culture of an organization also plays an important part in assessing the needs and requirements for training and development. It also puts a positive pressure on organizational behavior and influences it. It also helps in producing high level of business performance. Culture is what makes an organisation unique and that differentiate it fr om other organizations. The stronger the culture is, the more effective the organization. Training equips organization with flexibility and durability required for growth and survival. Environmental pressures forces an organisation towards change. Training provides adaptability to change and answer to the challenge on how to adjust to change (Ulrich, 1998). Change and training is worthless if employees are not involved properly. Employees are regarded the most valued assets especially which are skilled in soft skills, as the nature of business changes. When organizational change occurs, major alteration and modifications in the policy of the management need to be reflected in the training theory. It is very essential for any organization to realize its environments dynamics and adjust to the changing requirements the internal or external environment (Bhattacharyya, 2007). Leadership is necessary for creating change and can produce orderly change. Leaders are expected to focus on taking the organization forward. Leadership in todays environment is a tough business. Organi zational leaders face a number of significant challenges as their jobs and the world around them become increasingly complex (Murphy and Riggio, 2003). In business, a rapidly shifting economic environment, changing demands of customers and increasing market competition has become normal. To compete, business leaders must continuously increase their performance by any measure. Organisations should work to assure that people in the company work flexibly in the response to change. Trained employees will respond positively to the change and employees that are skilled with both hard and soft skills can work more effectively in achieving organisational overall objectives. Studies have found a relationship between organisations productivity and employee satisfaction and also between satisfaction of employees and customers (Allen and Wilburn,). Satisfied employees can generate satisfied customers. Valued and satisfied employees make more contributions to the organizations performance. They are more productive and work more effectively. If they are satisfied with their job and working conditions, they will serve the customer needs more carefully and efficiently. To get an accurate picture of the service quality delivered; an organisation measure customer satisfaction and experience. Customer satisfaction measurement is about how customer perceives an organizations performance. Measuring customer satisfaction helps in finding out customer needs and determining customers problems. It also assists in improving product and quality of service that in turn leads to more satisfaction of customers. As with customer satisfaction measurement, training evaluation is equally important. Training evaluation is a way to gather information by which the organizations make decisions about training actions (Armstrong, 2008). Businesses apply evaluation of performance appraisal to calculate work performance and effectiveness of an employee, which can help in defining and developing training needs for the organisations. 1.2 Study Purpose The main idea of this dissertation is to investigate the soft skills importance for organisations working in the constantly changing customer oriented market. The significance of soft skills training for customer focused organisations was never felt before. Growing economical environment and customers high expectations forced the organizations to recognise the need of soft skills and soft skills training for employees (Muir, 2004). The other reasons for writing this research paper include examining companies relations with employees and consumers and its effect on satisfaction level of customers. The research focuses on employees soft skills development relating to changing nature of organisation culture. Effects of internal and external environmental factors on organisations functions and policies are also discussed. This paper also examined and argued on roles and responsibilities of HR professionals like HR managers for planning and developing HR strategies and policies. Aspects o f leadership are considered in details, like leading through change, motivating in employee relations and influencing during training and development. The writer has evaluated and related literature review with case-studies of Mobilezone Ltd and United Mobiles Ltd and concluded on the training and developing soft skills benefits and subsequent effects on employee and customer satisfaction. The research paper has analyzed critically on the training of soft skills and its impact on its staff and consumers. In the end the researcher has assessed customer satisfaction and evaluated training by use of research methodologies. The writer has tried to take several authors views on above mentioned subjects. Authors ideas and theories are not only mentioned but debated. The researcher provided point of view of different writers and counter arguments of some scholars on related. 1.3 Companys Overview The organisations selected for this dissertation are in the growing stages with different structures, cultures, and management and leadership styles. Their approaches towards customer satisfaction by training employees in soft skills differ from one another. Both companies are leading mobile phone sellers and service providers in Delhi region of India. The names of the companies are Mobilezone Ltd and United Mobiles Ltd. Both the companies are new to this field. They started their business and launched their operations with the growing demand for telecommunication sector in India. 1.3.1 Mobilezone Ltd Mobile Zone was established in 2002 with the vision of bringing top mobile brands, latest products, and to provide high quality services. It provides quality products of top mobile phone brands in India. Unlike its competitors, it planned its entry with a thorough and careful market research and its employees were well trained before the business actually started. In just 7 years of its existence, it gained a good market share and enjoys a commanding position in mobile phone market in Capital region. With main office in the heart of the city, it has presence in many other areas of Delhi through sales and service centres. Apart from providing services face to face it deals with customer problems and queries via call centre. It employees highly qualified and trained sales and service staff. There are total of 150 employees in the main office and service centres. 1.3.2 United Mobiles Ltd United Mobiles Ltd has also started their business in 2002 just a moth prior to its competitor. In contrast to its competitor, it was fairly new to this business and its staff had little experience in this business field. It also enjoys a market share in the area and earns good profits. Just like its competitors it has sales and service centres in different parts of the city. Its call centre is located in the main office. It employees around 100 staff at main office and service centres (excluding cleaning and maintenance jobs). 1.4 Selection of Topic Research was undertaken before deciding which topic area to select. After initial research on wide range of topics, discussions of ideas with colleagues and friends, browsing internet and libraries, exploring different dissertation of previous years and finally weighing opinions and careful thinking; the researcher narrowed down the topic and selected this specific research. The main motive for selecting the topic was that this covered a lot of subjects within, and extensive data material was available from different sources. The other reasons include the researchers own personal experience in the field and work experience in one of the companies; and the available ease for carrying out data collection research. 1.5 Project paper usefulness The research project can be useful for reference purposes for later projects and studies by the students. This research was conducted with the management help, so this study can also be useful for comparing companies results with its updated analysis. The companies can use it as a guideline to take improvement measures and modifications. The theory and research of this paper can also be of some assistance for companies and other researcher alike. 1.6 Aim and objectives Aim: To study and examine the importance of training soft skills in organisations in terms of customer satisfaction. Following are the research objectives: Examine and analyze the existing literature on employee training and development with specific focus on soft skills and customer satisfaction. Summarize the main subject matter of the findings and provide recommendations to the company on the conclusion. Determine the extent employees soft skills can be improved by training; and the degree of influence of skilled employees on the tendency of customers. Appreciate the contribution of internal and external factors towards skills training and development. Evaluate training and measure employee and customer satisfaction using available research methods. 1.7 Layout of research paper Chapter 1 is research paper introduction. The background and overview of the research undertaken, has been given by the writer. Research purpose, objectives, usefulness of the research paper, selection of topic and companys overview has been proposed. Chapter 2 encompasses the review of literature that includes the body of discussion. This section has further been divided into parts which are related and relevant. Research of soft skills, training and development, change, organisations structure and culture, HR professionals and leaders roles and responsibilities, employee relations and customer satisfaction; has been put forward and discussed and explained in details. This section has been critically analyzed, taking into account different perspectives. Different scholars and writers work has been taken into account, and comments and arguments were put forward by the researcher. Chapter 3 consists of review of methodology. Different research methods which could have been useful are discussed and weighed. Selection of appropriate methods and reasons for selection and rejection of research methods are presented in summary. Arguments and benefits for selected methods are also given. Sampling, tools of research, designs, models and other related techniques are also explained in this section. Chapter 4 comprises data analysis that the researcher collected and its significance in terms of reaching the explicit conclusions. Data gathered from interviews, questionnaires and other sources is analysed critically analysed. All the results are presented graphically. Comparison o results are also made in this section. Chapter 5 is summary, conclusions and recommendations. All the data in first 4 chapters has been summarised and concluded in this chapter, drawing together the threads of research project and the main things found out in data collection. Recommendations has been proposed after taking into consideration all the summarised research that gives detailed insight into the related research criteria. The researcher has also highlighted the areas the companies can focus in future to improve its business performance. 2 Literature Review: 2.1 Introduction: Organisations survive, grow and earn profits by meeting the needs and requirement of customers. To survive in the ever changing environment, it is critical for any organisation to satisfy the needs of the customers (Mullins, 2007). Consumers decision to buy this product also depends upon the service or treatment provided by the company. Thats why companies put a great emphasis on its employees training of skills as well as continuous development over the years; especially for the ones which provide service directly or interact with customers often. Organisations have started emphasising on soft skills importance for services and they are laying a great importance for employees to acquire soft skills. Training of employees in soft skills is vital for any organisation as it aid in employee development (Guirdham, 1999). Customer oriented market and changing environment has influence on the organization structure that leads to increased reliance on skills development. Organisation structures are necessary to support the effort of training managers and trainee employees (Armstrong, 2008). It also makes possible the effective performance of key training activities. Organisational structures are influenced by customer oriented market and constantly changing environment that is leading to more dependence on soft skills training for employees. Culture of an organization also plays an important part in assessing the needs and requirements for training and development. It also puts a positive pressure on organizational behavior and influences it. It also helps in producing high level of business performance. Change and training is worthless if employees are not involved properly (Armstrong, 2008). Employees are regarded the most valued assets especially which are skilled in soft skills, as the business nat ure organization itself changes. The role of managers and leaders are very important in development of employees. Leadership is necessary for creating change and can produce orderly change. Leaders are expected to focus on taking the organization forward. To get an accurate picture of the service quality delivered; an organisation measure customer satisfaction and experience (Bratton and Gold, 2001). Training is also evaluated to measure the employee work performance and effectiveness (Beardwell et al. 2007). 2.2. Training and Development Armsrtong (2008) defines employee development as a process to prepare organization employees for future responsibilities related to job. This may include training (formal or informal, mentoring, education, coaching etc. Training and development of employees is a HRM activity. HRM is concerned with personnel management and staff development in a company and is normally carried out by HR professionals e.g. HR managers (Armstrong, 2006). The nature of work HR carries out differs from one business to another and is effected by size and structure of the company. Talented pools of workers are always required by an organisation to compete successfully in todays highly competitive market (Bratton and Gold, 2001). Company can achieve and maintain this competitive advantage by regularly upgrading the workforce skills. Training and development is a never ending challenge that a company must address (Wilson, 2006). The development of employee skills is one of the most imperative tasks in which a n organisation can engage (Molander and Winterton, 2006). Effective training is paramount for survival and growth of a business. Training is not just about developing people but serving them to become more positive and capable in their jobs as well confident in their lives. The field of training is a fast growing sector of human life and has come of age as a profession. There are many motives for training and developing employees. It can be started for a variety of reasons for employees e.g. to facilitate an employee to be qualified for a planned change. It can be carried out as part of an employees professional development program or performance improvement (Rae, 1999). The training need has always been present in every walk of life and today the need is so much greater. There could be any reason but important are probably: the pace at which change is happening in every field of business life, and the employers attitude and the attitude of the individuals (Pont, 2003). Training is not only essential to create skilled force but also needed to maintain a high level of skills required by the constantly changing work environment and to equip employees to meet future demands (Stewart, 2996) (Pont, 2003). HR professionals do recognise training and development of an employee is a process that is ongoing but it speed up in case of organisational, cultural or environmental change. This training process involves continuous adjustment to adapt which is achieved from improved skills and increased knowledge (Beardwell et al 2007). The new working system demands completely new approach of thinking and extensive training in new skills (Beardwell and Claydon, 2007). The importance of training has long been recognized. The need for training is more prominent given todays business climate which affects the economy and society at large. The most simplistic definition of training is that it is an activity that changes peoples behaviour. Training is defined by Wilson (2006) as a planned process to modify employee knowledge, skill, attitude and behaviour through learning to gain performance. Employee is trained to make sure that organizations current or future needs are met. Training can equip employees to do their jobs, perform their tasks and handle complex products and services. In Bramleys (2003) words, training involves learning and educating employee to do something so that the things are done differently. He and (Wilson, 1999) further explains that training process is planned to facilitate education to help employees develop into more effective and efficient in performing their duties and completing their work. According to the CIPD, training is expected to equip workers to help them become strategically unique, in addition to the provision of skills, attitudes and knowledge required to attain operational efficiency. The foundation for training remains the traditional training process system. This involves: 1. identifying the needs for training and development of the company; 2. Planning training or devising a learning plan; 3. Carrying out or delivering training and 4. Assessing and evaluating outcomes/results. A training-need-analysis is the first step in identifying the types of programs that will further organisations goals, which helps to decide whether training is appropriate at all. The organisations have to assess why they need training. Is the current organisational deficiency that the training seeks to address really due to lack of skills and knowledge or some deeper problems? Frequently, organisations implement training program because a HR professional identifies an individual or business need (Smith and Mazin, 2004). Then plans are made on how to deliver the program and by which method. Although the terms training and development are often linked, these address slightly different needs. Training focuses on learning the necessary skills and acquiring the knowledge required to perform the job. Training deals with design and delivery of knowledge to improve organization performance. Development focuses on the preparation needed for future jobs; it should be considered investment in the work force since its benefits are long term (Buhler, 2002). Training inclined towards focusing on short term results. Development may inadequately focus on working environment. It is very important for the business to review its training to a broader scenario (Bryans and Smith, 2000). According to Armstrong (2006), people are learning and will continue to do so throughout their career, whether taught formally or as an experience. Mullins (2007) observed that people learn within the organisation and in everyday life situations. Competition, technological advances and organizational devel opment, all necessitate the creation of knowledge that leads to constant advancement. That directs oganizations to take more interest in employee development within evolving organization. Training is the main area of the HRM function of particular importance and relevant to the management effectiveness. There are not many scholars who argue in opposition to the importance of training as a foremost influence on the organization success. Leading writers have recognised the importance of training as fundamental for management (Bratton and Gold, 2003). Many believed that training employee development is a key factor of HRM within organization. Training as described by Keep (1989 cited by Wilkinson, 2006), is a litmus test against which managements characteristics practices can be measured. Other advantages of staffs training and development includes: increased employee morale, motivation and job satisfaction, increased efficiency and effectiveness, increased ability to adopt latest meth ods and technologies, enhanced company image, reduced employee turnover, risk management. The precise staff training at the right timing presents big payoffs for the employer in increased knowledge, productivity, contribution and loyalty (Web 3). Training let the organization to develop and promote its own business culture. It also permits organizations to become accustomed to changes in the working environment and can be used as a change agent (Wilkinson, 2006). Training can improve effectiveness of the organisation in fiercely competitive markets. Training assists in optimizing the development of human resource for employee to achieve the individual as well as organisational objectives (Benson, 2006). It increases the job skills and knowledge of employees and expands the horizons of their intellect and their personality. Training and development also aids in signifying the team spirit sense, team work and inter team relationship. It also helps the company to be effective in decisi on making and solving problem. It also assists in developing leadership skills, loyalty among employees, staff motivation, enhanced attitudes and other features that successful employees normally display (Armstrong, 2008) (Bratton and Gold, 2003) (Jenkins,2002) (Pont, 2003) (Price, 2007). Of course, the basic and main goal of a business is to enhance its value and to increase its stakeholders wealth. It requires effective and efficient use of limited resources available to the organization to achieve theses aims. Resource aavailability (human, physical and financial) are considered important inputs (Bacon Haque, 2008). HR scholars agree that an organisation is only as good as persons working in it but opinions vary on how it translates into practice. Many organisations not only consider training as n chance for employees to learn something but also as an investment that would produce results for business. It also takes money and time to train staff (Bacon Haque, 2008). With a supportive environment and a little encouragement and reinforcement, a business can accomplish the required result on a substantial investment in people. An organized approach is needed in evaluation of needs of training; otherwise organization may not be able to utilize valuable resources eff iciently (Armstrong, 2006). Training matters for a company because of the established links between productivity and skills. Organisations allocate resources for training because of fear of skills shortage. Some scholars like Kallenberg Moody (1994) recognize that investment in employee development result in higher returns in future. Employees are the essential and crucial resource. Its important for an organisation to optimize the employees contribution to the organisations goals and objectives in order to maintain effective performance. Adequate supply of technically and socially competent and proficient staff is only ensured by training and development. Training helps the staff to become capable for career advancement into specialist departments and management positions. Staff training can be on-the-job that is conducted at the trainees workplace, and off-the-job which is carried out away from employees work place (Mullins, 2007). Some employees are naturally gifted in talents w hile others work hard to gain but all can still benefit from learning new techniques. People usually receive a well to do on the job training in one form or another. Some people are good at finding their own paths and procuring the necessary resources and information, many persons learn best by following, observing and asking questions (Smith and Mazin, 2004). Training is not always the answer to problems related to performance. Some training analysts (Rosner, 1999 cited by Smith and Mazin, 2004) believed that training could be a good investment or could be a waste of resources. It is in fact a waste of resources when the desired behaviour does not occur. Thats why training and development doesnt succeed all the time to achieve desired results and in obtaining aims and objectives of the organisation. There can be many causes for the failure but most common are (Web 6): Training is often put into practice for the wrong reasons and seldom aligns to a business measure. If training program does not support the business goals then no improvement can be recorded. Training is thought to be a solution for a range of performance problems when training may not be concern at all. It also fails because it does not succeed to give direction and focus. Sometimes the solution proves too expensive for the desired outcomes. Individuals behaviour towards t raining also plays an important part; e.g. when training is believed just as an event than as enhancement of skills and abilities of the employees, it fails to generate business results. Other important reason for failure is lack of management support (Mullins, 2007). Employees will hardly ever implement new skills and knowledge without it in the workplace. Failure to include and credit other influences and processes apart from training that may have influenced the business outcomes may also be a good reason of failure. Some businesses invest little in training because they dont have enough funds. Other reason is the fear that individuals will leave and move to other companies at some later stage. Few organisations consider recruitment process sufficient and rely on the natural skills of employees rather than training (Harrison, 2005). It is HR managers role and responsibility to develop and implement training strategies and policies. He/she is also involved in people management activities like developing organization, recruitment and selection, talent management, learning and development, human resource planning, knowledge management, reward management, etc (Hyde et al. 2009). Depending on the business nature and size of the company, the HR managers not just have responsibility of training and developing employees but for performance management as well.Training processes take place in the context of internal and the external environment of the organization. Human Resource Managers need to realize the training and developments nature and process to be able to facilitate learning and development within the organisation (Watson, 2006). While providing training, the managers need to recognize the importance and effects organization structure and design because these describe tasks and responsibilities, roles and rela tionships, work and channels of communication (Mullins, 2007). Structure is clearly important for any organization, whatever its size. The aspects that determine how the company functions in relation to its eternal and external environment are its structure and the processes that operate within it. Structures are necessary to support the effort of training managers and trainee employees. It also makes possible the effective performance of key training activities (Hyde et al. 2009). Human Resource Development (HRD) is a name which signifies the newest evolutionary phase in the long custom of training, educating and developing employees. It focuses on the principle of contributing to the success of individual, organisational and societal objectives. According to McLagan (1989 cited in Wilson, 2005) it is the incorporated use of training, career development and development of a company to improve organisational and individual value. HRD gives the business benefits assisting the ability to increase revenue. Companies need to develop a learning culture that responds quickly to the ever changing environment. HRD policies can help the organisation to obtain this objective (Nixon, 2004). 2.3. Soft Skills There are two versions of HRM as explained by Storey (1992). He made the distinction between the soft and hard HRM approaches and describes that although both approaches to HRM emphasise on employees and consider them important for achieving competitive edge that has to be attained, developed and organized in ways that benefits the business. Soft version further focuses on communication, leadership and motivation and lays emphasis on peoples skills, commitment, adaptability and performance (Armstrong, 2006). Organisations that have a mixture of both approaches tend to endure and grow in the competitive business environment. Many schol Soft Skills Importance in Organisations Soft Skills Importance in Organisations 1 Introduction Background 1.1 Introduction Business concerns with people. Its about communication, coordination and relationship. Although business success is based upon logical acts and thoughts, the human element cannot be ignored (Armstrong, 2006). Thats why strong soft skills are vitally important. Organisations and businesses are established with one thing in mind that is to earn revenue for their stakeholders. Revenue is earned by selling products or providing services to its customers and clients. Businesses flourish because they have products or services to sell which their customers buy in return for profits. To compete or to survive in the competitive business environment, its critical for any organization to satisfy the customer needs. Service is often considered an important aspect of satisfaction of customer as well as a significant contribution. Customer satisfaction is an important aspect for business profitability (Armstrong, 2006). It is the satisfaction of the customers that keep them loyal and any good serv ice provided by the organisation help it to retain customers that in turn ends in high profitability. Increased competition and customer expectations have forced the companies to frequently provide good customer value and service. This has pressurised the businesses to focus more on customer satisfaction (Gerson, 1993). According to Phillips (1991), customer service is the base for a flourishing business and training is the services cornerstone. Quality product with just price attracts customers but it is not enough. Organisations came to realize that consumers decision to buy this product also depends upon the service or treatment that he/she has received. The importance of customer satisfaction is also a key element in service only industry. Thats why a strong emphasis has been put on soft skills and organisations lay a great importance for employees to acquire soft skills specially the ones who deal with customers. With the growing significance on quickly intensifying service sector; organisations recognized the soft skills importance and they are paying special attention to the softer side of their interaction with consumers. Training of employees especially in soft skills is vital for any organisation and it helps in overall employee improvement as well as development. The need and value for so ft skills development for employees has always been accepted by many organisations (Guirdham, 1999). Training also contributes towards development of employees and and plays an important role in their satisfaction. It helps to acquire new skills or polish the existing ones (Green, 2001). Organisational structures are influenced by customer oriented market and constantly changing environment that is leading the organisations to rely on soft skills training for employees. Organisation structures are necessary to support the effort of training managers and trainee employees. It also makes possible the effective performance of key training activities. Culture of an organization also plays an important part in assessing the needs and requirements for training and development. It also puts a positive pressure on organizational behavior and influences it. It also helps in producing high level of business performance. Culture is what makes an organisation unique and that differentiate it fr om other organizations. The stronger the culture is, the more effective the organization. Training equips organization with flexibility and durability required for growth and survival. Environmental pressures forces an organisation towards change. Training provides adaptability to change and answer to the challenge on how to adjust to change (Ulrich, 1998). Change and training is worthless if employees are not involved properly. Employees are regarded the most valued assets especially which are skilled in soft skills, as the nature of business changes. When organizational change occurs, major alteration and modifications in the policy of the management need to be reflected in the training theory. It is very essential for any organization to realize its environments dynamics and adjust to the changing requirements the internal or external environment (Bhattacharyya, 2007). Leadership is necessary for creating change and can produce orderly change. Leaders are expected to focus on taking the organization forward. Leadership in todays environment is a tough business. Organi zational leaders face a number of significant challenges as their jobs and the world around them become increasingly complex (Murphy and Riggio, 2003). In business, a rapidly shifting economic environment, changing demands of customers and increasing market competition has become normal. To compete, business leaders must continuously increase their performance by any measure. Organisations should work to assure that people in the company work flexibly in the response to change. Trained employees will respond positively to the change and employees that are skilled with both hard and soft skills can work more effectively in achieving organisational overall objectives. Studies have found a relationship between organisations productivity and employee satisfaction and also between satisfaction of employees and customers (Allen and Wilburn,). Satisfied employees can generate satisfied customers. Valued and satisfied employees make more contributions to the organizations performance. They are more productive and work more effectively. If they are satisfied with their job and working conditions, they will serve the customer needs more carefully and efficiently. To get an accurate picture of the service quality delivered; an organisation measure customer satisfaction and experience. Customer satisfaction measurement is about how customer perceives an organizations performance. Measuring customer satisfaction helps in finding out customer needs and determining customers problems. It also assists in improving product and quality of service that in turn leads to more satisfaction of customers. As with customer satisfaction measurement, training evaluation is equally important. Training evaluation is a way to gather information by which the organizations make decisions about training actions (Armstrong, 2008). Businesses apply evaluation of performance appraisal to calculate work performance and effectiveness of an employee, which can help in defining and developing training needs for the organisations. 1.2 Study Purpose The main idea of this dissertation is to investigate the soft skills importance for organisations working in the constantly changing customer oriented market. The significance of soft skills training for customer focused organisations was never felt before. Growing economical environment and customers high expectations forced the organizations to recognise the need of soft skills and soft skills training for employees (Muir, 2004). The other reasons for writing this research paper include examining companies relations with employees and consumers and its effect on satisfaction level of customers. The research focuses on employees soft skills development relating to changing nature of organisation culture. Effects of internal and external environmental factors on organisations functions and policies are also discussed. This paper also examined and argued on roles and responsibilities of HR professionals like HR managers for planning and developing HR strategies and policies. Aspects o f leadership are considered in details, like leading through change, motivating in employee relations and influencing during training and development. The writer has evaluated and related literature review with case-studies of Mobilezone Ltd and United Mobiles Ltd and concluded on the training and developing soft skills benefits and subsequent effects on employee and customer satisfaction. The research paper has analyzed critically on the training of soft skills and its impact on its staff and consumers. In the end the researcher has assessed customer satisfaction and evaluated training by use of research methodologies. The writer has tried to take several authors views on above mentioned subjects. Authors ideas and theories are not only mentioned but debated. The researcher provided point of view of different writers and counter arguments of some scholars on related. 1.3 Companys Overview The organisations selected for this dissertation are in the growing stages with different structures, cultures, and management and leadership styles. Their approaches towards customer satisfaction by training employees in soft skills differ from one another. Both companies are leading mobile phone sellers and service providers in Delhi region of India. The names of the companies are Mobilezone Ltd and United Mobiles Ltd. Both the companies are new to this field. They started their business and launched their operations with the growing demand for telecommunication sector in India. 1.3.1 Mobilezone Ltd Mobile Zone was established in 2002 with the vision of bringing top mobile brands, latest products, and to provide high quality services. It provides quality products of top mobile phone brands in India. Unlike its competitors, it planned its entry with a thorough and careful market research and its employees were well trained before the business actually started. In just 7 years of its existence, it gained a good market share and enjoys a commanding position in mobile phone market in Capital region. With main office in the heart of the city, it has presence in many other areas of Delhi through sales and service centres. Apart from providing services face to face it deals with customer problems and queries via call centre. It employees highly qualified and trained sales and service staff. There are total of 150 employees in the main office and service centres. 1.3.2 United Mobiles Ltd United Mobiles Ltd has also started their business in 2002 just a moth prior to its competitor. In contrast to its competitor, it was fairly new to this business and its staff had little experience in this business field. It also enjoys a market share in the area and earns good profits. Just like its competitors it has sales and service centres in different parts of the city. Its call centre is located in the main office. It employees around 100 staff at main office and service centres (excluding cleaning and maintenance jobs). 1.4 Selection of Topic Research was undertaken before deciding which topic area to select. After initial research on wide range of topics, discussions of ideas with colleagues and friends, browsing internet and libraries, exploring different dissertation of previous years and finally weighing opinions and careful thinking; the researcher narrowed down the topic and selected this specific research. The main motive for selecting the topic was that this covered a lot of subjects within, and extensive data material was available from different sources. The other reasons include the researchers own personal experience in the field and work experience in one of the companies; and the available ease for carrying out data collection research. 1.5 Project paper usefulness The research project can be useful for reference purposes for later projects and studies by the students. This research was conducted with the management help, so this study can also be useful for comparing companies results with its updated analysis. The companies can use it as a guideline to take improvement measures and modifications. The theory and research of this paper can also be of some assistance for companies and other researcher alike. 1.6 Aim and objectives Aim: To study and examine the importance of training soft skills in organisations in terms of customer satisfaction. Following are the research objectives: Examine and analyze the existing literature on employee training and development with specific focus on soft skills and customer satisfaction. Summarize the main subject matter of the findings and provide recommendations to the company on the conclusion. Determine the extent employees soft skills can be improved by training; and the degree of influence of skilled employees on the tendency of customers. Appreciate the contribution of internal and external factors towards skills training and development. Evaluate training and measure employee and customer satisfaction using available research methods. 1.7 Layout of research paper Chapter 1 is research paper introduction. The background and overview of the research undertaken, has been given by the writer. Research purpose, objectives, usefulness of the research paper, selection of topic and companys overview has been proposed. Chapter 2 encompasses the review of literature that includes the body of discussion. This section has further been divided into parts which are related and relevant. Research of soft skills, training and development, change, organisations structure and culture, HR professionals and leaders roles and responsibilities, employee relations and customer satisfaction; has been put forward and discussed and explained in details. This section has been critically analyzed, taking into account different perspectives. Different scholars and writers work has been taken into account, and comments and arguments were put forward by the researcher. Chapter 3 consists of review of methodology. Different research methods which could have been useful are discussed and weighed. Selection of appropriate methods and reasons for selection and rejection of research methods are presented in summary. Arguments and benefits for selected methods are also given. Sampling, tools of research, designs, models and other related techniques are also explained in this section. Chapter 4 comprises data analysis that the researcher collected and its significance in terms of reaching the explicit conclusions. Data gathered from interviews, questionnaires and other sources is analysed critically analysed. All the results are presented graphically. Comparison o results are also made in this section. Chapter 5 is summary, conclusions and recommendations. All the data in first 4 chapters has been summarised and concluded in this chapter, drawing together the threads of research project and the main things found out in data collection. Recommendations has been proposed after taking into consideration all the summarised research that gives detailed insight into the related research criteria. The researcher has also highlighted the areas the companies can focus in future to improve its business performance. 2 Literature Review: 2.1 Introduction: Organisations survive, grow and earn profits by meeting the needs and requirement of customers. To survive in the ever changing environment, it is critical for any organisation to satisfy the needs of the customers (Mullins, 2007). Consumers decision to buy this product also depends upon the service or treatment provided by the company. Thats why companies put a great emphasis on its employees training of skills as well as continuous development over the years; especially for the ones which provide service directly or interact with customers often. Organisations have started emphasising on soft skills importance for services and they are laying a great importance for employees to acquire soft skills. Training of employees in soft skills is vital for any organisation as it aid in employee development (Guirdham, 1999). Customer oriented market and changing environment has influence on the organization structure that leads to increased reliance on skills development. Organisation structures are necessary to support the effort of training managers and trainee employees (Armstrong, 2008). It also makes possible the effective performance of key training activities. Organisational structures are influenced by customer oriented market and constantly changing environment that is leading to more dependence on soft skills training for employees. Culture of an organization also plays an important part in assessing the needs and requirements for training and development. It also puts a positive pressure on organizational behavior and influences it. It also helps in producing high level of business performance. Change and training is worthless if employees are not involved properly (Armstrong, 2008). Employees are regarded the most valued assets especially which are skilled in soft skills, as the business nat ure organization itself changes. The role of managers and leaders are very important in development of employees. Leadership is necessary for creating change and can produce orderly change. Leaders are expected to focus on taking the organization forward. To get an accurate picture of the service quality delivered; an organisation measure customer satisfaction and experience (Bratton and Gold, 2001). Training is also evaluated to measure the employee work performance and effectiveness (Beardwell et al. 2007). 2.2. Training and Development Armsrtong (2008) defines employee development as a process to prepare organization employees for future responsibilities related to job. This may include training (formal or informal, mentoring, education, coaching etc. Training and development of employees is a HRM activity. HRM is concerned with personnel management and staff development in a company and is normally carried out by HR professionals e.g. HR managers (Armstrong, 2006). The nature of work HR carries out differs from one business to another and is effected by size and structure of the company. Talented pools of workers are always required by an organisation to compete successfully in todays highly competitive market (Bratton and Gold, 2001). Company can achieve and maintain this competitive advantage by regularly upgrading the workforce skills. Training and development is a never ending challenge that a company must address (Wilson, 2006). The development of employee skills is one of the most imperative tasks in which a n organisation can engage (Molander and Winterton, 2006). Effective training is paramount for survival and growth of a business. Training is not just about developing people but serving them to become more positive and capable in their jobs as well confident in their lives. The field of training is a fast growing sector of human life and has come of age as a profession. There are many motives for training and developing employees. It can be started for a variety of reasons for employees e.g. to facilitate an employee to be qualified for a planned change. It can be carried out as part of an employees professional development program or performance improvement (Rae, 1999). The training need has always been present in every walk of life and today the need is so much greater. There could be any reason but important are probably: the pace at which change is happening in every field of business life, and the employers attitude and the attitude of the individuals (Pont, 2003). Training is not only essential to create skilled force but also needed to maintain a high level of skills required by the constantly changing work environment and to equip employees to meet future demands (Stewart, 2996) (Pont, 2003). HR professionals do recognise training and development of an employee is a process that is ongoing but it speed up in case of organisational, cultural or environmental change. This training process involves continuous adjustment to adapt which is achieved from improved skills and increased knowledge (Beardwell et al 2007). The new working system demands completely new approach of thinking and extensive training in new skills (Beardwell and Claydon, 2007). The importance of training has long been recognized. The need for training is more prominent given todays business climate which affects the economy and society at large. The most simplistic definition of training is that it is an activity that changes peoples behaviour. Training is defined by Wilson (2006) as a planned process to modify employee knowledge, skill, attitude and behaviour through learning to gain performance. Employee is trained to make sure that organizations current or future needs are met. Training can equip employees to do their jobs, perform their tasks and handle complex products and services. In Bramleys (2003) words, training involves learning and educating employee to do something so that the things are done differently. He and (Wilson, 1999) further explains that training process is planned to facilitate education to help employees develop into more effective and efficient in performing their duties and completing their work. According to the CIPD, training is expected to equip workers to help them become strategically unique, in addition to the provision of skills, attitudes and knowledge required to attain operational efficiency. The foundation for training remains the traditional training process system. This involves: 1. identifying the needs for training and development of the company; 2. Planning training or devising a learning plan; 3. Carrying out or delivering training and 4. Assessing and evaluating outcomes/results. A training-need-analysis is the first step in identifying the types of programs that will further organisations goals, which helps to decide whether training is appropriate at all. The organisations have to assess why they need training. Is the current organisational deficiency that the training seeks to address really due to lack of skills and knowledge or some deeper problems? Frequently, organisations implement training program because a HR professional identifies an individual or business need (Smith and Mazin, 2004). Then plans are made on how to deliver the program and by which method. Although the terms training and development are often linked, these address slightly different needs. Training focuses on learning the necessary skills and acquiring the knowledge required to perform the job. Training deals with design and delivery of knowledge to improve organization performance. Development focuses on the preparation needed for future jobs; it should be considered investment in the work force since its benefits are long term (Buhler, 2002). Training inclined towards focusing on short term results. Development may inadequately focus on working environment. It is very important for the business to review its training to a broader scenario (Bryans and Smith, 2000). According to Armstrong (2006), people are learning and will continue to do so throughout their career, whether taught formally or as an experience. Mullins (2007) observed that people learn within the organisation and in everyday life situations. Competition, technological advances and organizational devel opment, all necessitate the creation of knowledge that leads to constant advancement. That directs oganizations to take more interest in employee development within evolving organization. Training is the main area of the HRM function of particular importance and relevant to the management effectiveness. There are not many scholars who argue in opposition to the importance of training as a foremost influence on the organization success. Leading writers have recognised the importance of training as fundamental for management (Bratton and Gold, 2003). Many believed that training employee development is a key factor of HRM within organization. Training as described by Keep (1989 cited by Wilkinson, 2006), is a litmus test against which managements characteristics practices can be measured. Other advantages of staffs training and development includes: increased employee morale, motivation and job satisfaction, increased efficiency and effectiveness, increased ability to adopt latest meth ods and technologies, enhanced company image, reduced employee turnover, risk management. The precise staff training at the right timing presents big payoffs for the employer in increased knowledge, productivity, contribution and loyalty (Web 3). Training let the organization to develop and promote its own business culture. It also permits organizations to become accustomed to changes in the working environment and can be used as a change agent (Wilkinson, 2006). Training can improve effectiveness of the organisation in fiercely competitive markets. Training assists in optimizing the development of human resource for employee to achieve the individual as well as organisational objectives (Benson, 2006). It increases the job skills and knowledge of employees and expands the horizons of their intellect and their personality. Training and development also aids in signifying the team spirit sense, team work and inter team relationship. It also helps the company to be effective in decisi on making and solving problem. It also assists in developing leadership skills, loyalty among employees, staff motivation, enhanced attitudes and other features that successful employees normally display (Armstrong, 2008) (Bratton and Gold, 2003) (Jenkins,2002) (Pont, 2003) (Price, 2007). Of course, the basic and main goal of a business is to enhance its value and to increase its stakeholders wealth. It requires effective and efficient use of limited resources available to the organization to achieve theses aims. Resource aavailability (human, physical and financial) are considered important inputs (Bacon Haque, 2008). HR scholars agree that an organisation is only as good as persons working in it but opinions vary on how it translates into practice. Many organisations not only consider training as n chance for employees to learn something but also as an investment that would produce results for business. It also takes money and time to train staff (Bacon Haque, 2008). With a supportive environment and a little encouragement and reinforcement, a business can accomplish the required result on a substantial investment in people. An organized approach is needed in evaluation of needs of training; otherwise organization may not be able to utilize valuable resources eff iciently (Armstrong, 2006). Training matters for a company because of the established links between productivity and skills. Organisations allocate resources for training because of fear of skills shortage. Some scholars like Kallenberg Moody (1994) recognize that investment in employee development result in higher returns in future. Employees are the essential and crucial resource. Its important for an organisation to optimize the employees contribution to the organisations goals and objectives in order to maintain effective performance. Adequate supply of technically and socially competent and proficient staff is only ensured by training and development. Training helps the staff to become capable for career advancement into specialist departments and management positions. Staff training can be on-the-job that is conducted at the trainees workplace, and off-the-job which is carried out away from employees work place (Mullins, 2007). Some employees are naturally gifted in talents w hile others work hard to gain but all can still benefit from learning new techniques. People usually receive a well to do on the job training in one form or another. Some people are good at finding their own paths and procuring the necessary resources and information, many persons learn best by following, observing and asking questions (Smith and Mazin, 2004). Training is not always the answer to problems related to performance. Some training analysts (Rosner, 1999 cited by Smith and Mazin, 2004) believed that training could be a good investment or could be a waste of resources. It is in fact a waste of resources when the desired behaviour does not occur. Thats why training and development doesnt succeed all the time to achieve desired results and in obtaining aims and objectives of the organisation. There can be many causes for the failure but most common are (Web 6): Training is often put into practice for the wrong reasons and seldom aligns to a business measure. If training program does not support the business goals then no improvement can be recorded. Training is thought to be a solution for a range of performance problems when training may not be concern at all. It also fails because it does not succeed to give direction and focus. Sometimes the solution proves too expensive for the desired outcomes. Individuals behaviour towards t raining also plays an important part; e.g. when training is believed just as an event than as enhancement of skills and abilities of the employees, it fails to generate business results. Other important reason for failure is lack of management support (Mullins, 2007). Employees will hardly ever implement new skills and knowledge without it in the workplace. Failure to include and credit other influences and processes apart from training that may have influenced the business outcomes may also be a good reason of failure. Some businesses invest little in training because they dont have enough funds. Other reason is the fear that individuals will leave and move to other companies at some later stage. Few organisations consider recruitment process sufficient and rely on the natural skills of employees rather than training (Harrison, 2005). It is HR managers role and responsibility to develop and implement training strategies and policies. He/she is also involved in people management activities like developing organization, recruitment and selection, talent management, learning and development, human resource planning, knowledge management, reward management, etc (Hyde et al. 2009). Depending on the business nature and size of the company, the HR managers not just have responsibility of training and developing employees but for performance management as well.Training processes take place in the context of internal and the external environment of the organization. Human Resource Managers need to realize the training and developments nature and process to be able to facilitate learning and development within the organisation (Watson, 2006). While providing training, the managers need to recognize the importance and effects organization structure and design because these describe tasks and responsibilities, roles and rela tionships, work and channels of communication (Mullins, 2007). Structure is clearly important for any organization, whatever its size. The aspects that determine how the company functions in relation to its eternal and external environment are its structure and the processes that operate within it. Structures are necessary to support the effort of training managers and trainee employees. It also makes possible the effective performance of key training activities (Hyde et al. 2009). Human Resource Development (HRD) is a name which signifies the newest evolutionary phase in the long custom of training, educating and developing employees. It focuses on the principle of contributing to the success of individual, organisational and societal objectives. According to McLagan (1989 cited in Wilson, 2005) it is the incorporated use of training, career development and development of a company to improve organisational and individual value. HRD gives the business benefits assisting the ability to increase revenue. Companies need to develop a learning culture that responds quickly to the ever changing environment. HRD policies can help the organisation to obtain this objective (Nixon, 2004). 2.3. Soft Skills There are two versions of HRM as explained by Storey (1992). He made the distinction between the soft and hard HRM approaches and describes that although both approaches to HRM emphasise on employees and consider them important for achieving competitive edge that has to be attained, developed and organized in ways that benefits the business. Soft version further focuses on communication, leadership and motivation and lays emphasis on peoples skills, commitment, adaptability and performance (Armstrong, 2006). Organisations that have a mixture of both approaches tend to endure and grow in the competitive business environment. Many schol