Benchmarking for Performance Evaluation Essay Example for Free

Benchmarking for Performance Evaluation Essay In September 2004, Wendy Wiley, the Northlake Bookstore manager, was considering the implications of a shocking development. For the first time in her seven years as the Bookstore manager, textbook sales for this fall had decreased from the prior fall sales. The sales decrease was approximately $180,000, or 3% of annual textbook sales. Wendy wanted to address this problem before it got worse. She found that this sales decrease was due to two emerging technology problems, possibly of equal magnitude: 1) the students’ increasing use of online textbook vendors, and 2) the professors’ increasing use of online textbook publishers. Wendy reported the bad sales news to her boss, Chuck Irwin, the Vice Chancellor of Finance at Northlake University. After commiserating with her, Chuck told her that he was not surprised by this sales problem and that she should consider how to deal with these emerging technologies in her next performance evaluation report by comparing the performance of the Northlake Bookstore against competitors using benchmarking analysis. This analysis would help Wendy find the strengths and weaknesses of the Bookstore. Additionally, Chuck wanted Wendy to develop a few key related short-term performance goals and related measures that could be used in future performance evaluations. He wanted to discuss the situation at their meeting next week, which was the annual review of the Bookstore’s performance for the prior fiscal year 2004 (July 2003 through June 2004). A benchmarking analysis was required by Chuck for the annual review of all the nonacademic departments under his management. Northlake is a private university, located in a major metropolitan area in the Midwest, with an annual enrollment of 12 ,700 students, mostly undergraduates. Northlake is quite dependent upon student tuition, which typically accounts for 60% of its total revenues. However, the Chancellor was concerned because donations and gifts to the University were down, possibly due to uncertain economic conditions and erratic stock market performance. Prior to becoming the Northlake Bookstore manager, Wendy had spent 15 years in retail sales, most recently as a Wal-Mart sales manager. She was an outgoing, supportive individual who really liked being a retail sales manager and enjoyed working with her employees. She strongly believed in continuous improvement of any sales department that she managed. Despite her extensive retail experience in the for-profit sector, this was her first experience working in an academic environment. Wendy occasionally became frustrated working with faculty due to their late or inaccurate book orders. However, she liked helping students and enjoyed working in an academic environment without all the pressures of a for-prof it business with aggressive sales and earnings targets like Wal-Mart. To prepare her benchmarking analysis report required for the upcoming annual performance evaluation of the Bookstore, Wendy had collected income statement, product line, and other performance measures for the last three fiscal years. To aid evaluation, she summarized the various Bookstore operations into five product lines: textbooks, supplies and sundries, clothing, software and accessories, and computers. The textbook product line included new texts, used texts, class notes (course packs), and general reference books. The supply and sundry line included school and office supplies, electronics, food, sundries, greeting cards, and miscellaneous campus department sales. The clothing line included all insignia clothing, gifts, and memorabilia. Wendy knew she needed to act fast to thoroughly analyze all the information needed for the Bookstore’s annual benchmarking analysis that Chuck and the Chancellor required. She had a lot of historical information and was wondering how to analyze this financial information for her benchmarking analysis report. Benchmarking is the process of identifying superior performance of other organizations for products, services, and processes, and then attempting to improve necessary areas with the goal of achieving similar excellence. The benchmarking process first became popular in 1989 after Xerox advertised its success with the tool; however, the tool was initially employed by Xerox in 1972. In fact, more than 70% of the Fortune 500 companies—which includes AT&T, Ford Motor Company, IBM, and Eastman Kodak—reported using benchmarking regularly. Benchmarking is useful in countless decision-making settings including performance evaluation, health and safety management, and supply chain management. To reach for greater standards of excellence, Ford would likely consider foreign automobile manufacturers that have been well known for high efficiency and quality, such as Toyota, the current world-wide leader in automobile sales. Wendy currently benchmarked the performance of the bookstore against other college bookstores and major booksellers. In performing a benchmarking analysis, it was imperative for Wendy to benchmark processes that were aligned with organizational strategic objectives. Since the Bookstore was a profit center, it was imperative that she compare the profitability of the various product lines with other universities. The Bookstore also had an objective to provide service excellence. Thus, if available, it would be beneficial for Wendy to benchmark customer satisfaction data with other universities. Once processes that were consistent with strategic objectives were identified, it was necessary to collect and analyze internal information vis-Ã ¡-vis external information from competitors. The benchmarking process did not stop once areas of excellence and inferior performance were identified. Rather, it was imperative for Wendy to identify how to sustain the areas of excellence and improve the areas of inferior performance. In determining how to improve poor performance, she needed to understand the reason behind the poor performance. Once that was attained, it would be possible to determine a long-term plan for improvement. A key role of the Bookstore was to supply the Northlake University community–which included but was not limited to faculty, students, alumni and parents–with textbooks, supplies, clothing and gifts, computers and software, and much more. The Bookstore’s formal mission statement was as follows: The Northlake Bookstore is an academic resource for the students, faculty, staff, alumni, and guests of the University. The Bookstore serves the University with a business presence dedicated to providing service excellence that meets or exceeds the needs of each customer and University department. The Bookstore played a significant role in enabling parents of freshmen to participate in getting their children ready for the first day of class. Additional temporary staff was hired to ensure there was adequate assistance available for new students and returning students who were purchasing their textbooks. These staff members were readily available and happy to answer any question that new parents or students might have regarding textbooks or the University in general. Also, congruent with the University laptop requirement for all students, the Bookstore sold computers and software. This was a great way for parents to enjoy onestop back-to-school shopping. Additionally, the Bookstore tried to promote the University as a brand name by selling clothing and accessories with the University logo and/or name. Availability of clothing and accessories was also a service provided to students, parents, and alumni who wanted to show their support for the school. Sales of merchandise with the University logo indirectly promoted the University, but the Bookstore did not try to formally create alumni support nor was that a formal goal. This was the function of the University Alumni Advancement (funding) office. As indicated by the mission statement, by the role taken to familiarize new parents and students, and by the sale of merchandise with the University logo, the Bookstore operated in a manner aimed at achieving high customer satisfaction. To measure customer satisfaction the Bookstore conducted an annual customer satisfaction survey and a separate faculty satisfaction survey. Customer suggestion forms were also readily available on the Bookstore website. In her years as the Bookstore manager, Wendy had developed various financial performance measures to help assess the performance of the Bookstore. Over the last few years, she had used these measures as part of her benchmarking analysis. She felt fortunate to have a fairly comprehensive benchmarking database available to her. It was provided annually to all bookstore members free of charge by the National Association of College Stores (NACS). The only requirement was that each bookstore had to contribute its own data to the benchmarking database in order to use it. The NACS database included income statement, product line, and other types of benchmarks. With the looming threat from online textbook vendors, Wendy had started to benchmark Northlake’s textbook prices against the major online textbook vendors. She also tracked mail orders and Web orders from Northlake’s own website (started in 2000). Her task now was how best to use this benchmark information. She believed that her first step was to compare her current financial and operating results with the benchmark data to pinpoint areas in need of improvement. This analysis would likely uncover some areas that needed her attention, which would be useful in identifying areas in need of improvement. Benchmarking for Performance Evaluation. (2016, Dec 24).

Cultural differences and e-learning Essay Example | Topics and Well Written Essays - 500 words

Cultural differences and e-learning - Essay Example Therefore one must be cognizant of these cultural differences when designing an e-learning program. observe and use e-learning.  Introduction With the advent of the Internet, distance education is rapidly becoming an excellent way for students become educated. In the traditional sense, it allows for one to one interaction between the teacher and student but also has the facilities for rich collaborative learning through an on-line environment. E-learning has a number of advantages, as it helps students become competitive in a market increasingly dominated by global,multi-national companies that use on-line learning to teach concepts, as well as helps students become globally astute and enhances their social skills. However, there are a number of aspects of individuals about which designers of e-learning software, as well as instructors, should be aware. One of these is the culture of the learner. Culture is a way that individuals mediate their world, and it is has profound implicat ions for e-learning and learning in general. Some cultures are low context, which means that the written word is paramount, and the non-verbal part of communication is deemphasized. With high-context, this is just the opposite.

Organizational Change and Development Assignment

Organizational Change and Development - Assignment Example This discussion identifies three perspectives, people, approach and method of change implementation at the broader level that impact change management process.  Greek philosopher, Heraclitus, is known to be the first person who touched upon the ‘changing’ nature of the world, in his words, â€Å"you never step into the same river twice,† (Cameron & Green, p.10) and â€Å"all is in flux† (Stetson & Conti, p.29). This concept is equally apt to the world of business with increasing competition, meeting customers’ expectations, and finding new opportunities for growth in business, career and sustaining the competitive edge in the changing markets (McGrath & MacMillan, 2005). Organizations will have to embrace these challenges in order to sustain in the competitive world. In order to achieve their goals, while catering to the changing demands of the industry, organizations adopt strategic changes, appropriate for achieving every single objective. These strategic changes are meant to bring about radical or transformational change to the established ways of working from both organizational and employee perspectives. Nevertheless, bringing about change at the workplace, whether structural, procedural, technological or financial, in order to improve the situation or for better business results entails more efforts than planning the change and its implementation.   The forces that cause organizations to opt for radical transformations could be external such as technological advancements, government regulations, increasing competitiveness, and/or changing demands; and internal such as organizational bureaucracy and complacency.   Usually, implementing change is impacted by factors such as time and investment required; the impact of change on the financial performance of the business; return on investment; an intensity of improvement; and importantly, its impact on the end customers.   At an organizational level, planning for the c hange and change management as a responsibility rests with, or is the function of, specific project management team or division, but its implementation at an organizational level requires the involvement of various, or all, other functions/departments failing which the proposed change itself may fail.   This failure can be disastrous for the organization or business and/or to the people associated with the change and the organization, which includes all stakeholders, i.e. employees, customers, and all shareholders. Therefore, bringing about a change should equally be balanced by the way change is being managed in order to succeed.   Michael Dell believes that companies that learn to manage change are in the best position to continue to take the risks needed to stay out in front (cited Matejka & Murphy, 2005; p.19).

The September 11 Generation :: September 11 Terrorism Essays

There has been much talk about how the events of September 11 changed everything. I don't think they changed the central urgency and relevance of what each one of us does with our life.. I think we're all being pressured by history. How many people have lost their jobs or are re-evaluating their work and lives? Those of us who are concerned about the issues of diversity, coexistence, reconciliation, conflict prevention, understanding and tolerance, peace and justice, will find our life gives us a firm ground to stand on. This is where the action is for the foreseeable and unforeseeable future. Clash of civilizations? War of the worlds? Global discord, intergroup ignorance, suspicion and fear. Many thoughful people and insitutions   were studying and addressing those questions long before September 11. Now the efficacy of tens of thousands of diversity awareness training sessions is put to the test. This is our performance review. What beneficial effect have we had in all these years? We have seen so many people rise to the challenge of the occasion. We have seen the cumulative effect of humanity shining through fire and smoke, we have heard so many people speaking about the importance of peace and understanding. Two hours on that Tuesday morning are having enormous ripple effects. What if we called this the next level of diversity awareness training? How are we debriefing it? We need to continue. It is a case study for sensitivity training, for strategic planning, for risk assessment, knowledge management, religious understanding. I can't think of an activity that is not affected. Groups may need us to convene and moderate the discussion, to provide guidelines for interaction, to be facilitators. We have numerous opportunities. We can speak about the interconnectedness of people and cultures. We can help to define patriotism in a new way. We can offer ourselves as resources in forums, classes, religious services, panels, talkshows, to provide alternative ways of thinking and acting. We can assist people to learn and teach about different cultures, religions, nationalities. What have you been doing?    In one fell swoop the importance of our work has been put into stark relief against the horizon. I hear about people who have just realized the truth of being a citizen of the world. Thinking people have been practicing this craft for many years. I think groups and institutions need us.

Political Institutions Essay

The parliament which is officially known as the European Parliament is the only union’s body that directly elected. It is made up of 785 members who are elected for five year terms by universal suffrage and are determined by the political loyalty. By virtue of being the only elected body of the union, parliament reflects the more than 500 million citizen’s wishes, however, it has relatively weaker power as compared to the council in some areas such having the absolute legislative   powers. Its powers include co-owning the legislative and budgetary authority of the union with the council. Further, it has power over the commission which the council do not enjoy and hence earning it the praises that it is the most powerful and democratic legislature in the globe. [Parliament overview, 2007] Its current president who also doubles as its speaker is Hans-Gert Pottering elected in 2007. The council of the European Union which was also known as the Council of Ministers due to its composition, it is composed of national ministers, one per nation, who meets various capacities depending with the issue to be discussed e.g. if it is security matters being discussed then the respective ministers in charge of security matters in every nation attends the council. It co-holds both the legislative and budgetary powers with the parliament, and further it holds the executive powers, making it the main decision making organ of the EU. The power of the council is however, kept at bay through a rotating kind of its leadership, its presidency rotates between the member states every six months and therefore preventing any attempts to override the mandate of the council over the other unions institutions. Again, the decision making is subject to voting with majority or unanimity being set as the requirements, with the votes being allocated by the ratio of population. The council’s power also extends to the control of the other two pillars of the union namely; the common Foreign and Security Policy and the Police and Judicial Co-operation in Criminal matters. [The Council of the European Union, 2007] The commission of the European Communities forms the executive arm of the union; its composition includes one member each from the union’s states i.e. twenty seven. The members are elected on condition that they will not represent their respective national interests. The body’s main duty is to draft all the law of the union and has a monopoly of legislative inventiveness within the European Community pillar; however, the laws are subject to approval by both the parliament and the council. Again, its powers extend to overseeing the daily  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   activities of the union and also it has got a duty to up hold the law and treaties and hence playing the role of a â€Å"Guardian of the Treaties† that makeup the union. Its powers are put to check by the fact that the president who is the commissions head is nominated by the council and approved by the parliament. Other members of the commission who are known as the commissioners are proposed by member states in consultation with the commission’s president and again approved by the parliament. The commission’s current president is Jose Manuel Baroso who together with his commission was elected into office in 2004. [Institutions: Commission, 2007]   This is the supreme court of justice of the European Communities also known as the European Court of Justice; it acts on Union law matters. It is composed of twenty seven judges one apiece from the member states, the court president is chosen (elected) from among the 27, currently Vassilos Skouris is the occupier of the post. The courts major role is to make sure that the Union law is adhered to by all the member states, its supremacy is seen on the fact that the Union law overrides national laws of members nations. For instance in 2001 it ruled that a section of the national constitution of Germany was not in order with the Union law because it barred women from engaging in military roles. [20] The court of justice does not act all alone in matters concerning the Union law; it is assisted by two lesser courts known as the Court of First Instance of the European Communities (CFI) and Civil Service Tribunal. [Institutions: Court of Justice, 2007] The sensitivity of fraud cases and the fact that the Union’s Budget involved large amounts of money, an auditing body was necessary; the court of auditors is responsible for the monitoring of the expenditure of the union and preparing yearly audits on the Union’s budget. Its name does not necessarily imply any legal or judicial powers but it gives views on legislations that involve financial matters. It is composed of one member apiece from the union members and who are appointed by the council every six years, with the president being elected every three years from among them, currently Hubert Weber occupies the seat. [Institutions: Court of Auditors, 2007] With new laws and treaties being enacted chiefly to accommodate new members and new ideologies and partly to streamline the functioning of the Unions institutions, new institutions have been proposed to be created. Under Lisbon Treaty of Changes the following institutions are proposed; the European Council, which has been formerly acting as an informal body under the Council â€Å"of ministers†. Its inception will see it assuming the executive powers that were initially the preserve of the council of ministers and therefore becoming the highest political body of the Union. Other powers will include delineating the Union’s policy agenda and creating the momentum for integration, other features will be similar to that of the council of ministers. The other proposed institution is the European Central Bank, this bank is tipped to represent the interests of the euro-zone i.e. the fifteen states that have adopted the euro, and the main idea behind the formation of this body is to induce fiscal controls in order to sustain price stability. Its governance will include a board made national bank governors and a president appointed by the European Council; currently Jean-Claude Trichet is the president. [Draft Treaty modifying, 2007] The European Union system of government though unique can be likened to other models of governance, for instance, Germany’s federalism and the Swiss federal council where power is principally shared between the state and the federal government with the states having a principal say in the decision making process even at the federal level unlike in US where powers are clearly divided between the state and the federal government with the state having limited say over decision making process. The rotating presidency, the choice of lesser cities to host the headquarters of the Community Institutions, the spreading of executive powers between the institutions, are some of the   equal representation measures employed by the EU. [Borzel, Tanja A, 2002]    References:  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   EU Law Blog, available at;   Ã‚  Ã‚  Ã‚  Ã‚   http://eulaw.typad.com, accessed on November 26, 2008 Merging of the executives, available at;   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   http://www.enalu?lang=2&doc=473, accessed on November 26, 2008 EUR-Lex: Treaties, available at;

The Management Of Diabetes And Early Childhood Patients

The aim of this paper is to discuss the topic and objectives for the management of diabetes as it pertains to the Healthy People 2020 agenda. The National Diabetes Statistics Report, 2014 shows that in 2012, 29.1 or 9.3 % of the population had diabetes (as cited by the CDC, 2014). The paper will be reviewing social media websites focused on health disorders to analyze and share some of the lived experiences of patients with diabetes and from that create a strategy for empowering patients living with the disease. Finally, the paper will examine and analyze the management challenges of diabetes in adolescent and early childhood patients. Keywords: diabetes, adolescent diabetes, type 1, type 2 Diabetes In continuation of its decade long agenda for improving the nation’s health, Healthy People 2020 has identified 16 objectives for the management of diabetes, with an overall goal to â€Å"reduce the disease and burden of diabetes mellitus (DM) and improve the quality of life for all persons who have or, are at risk for, DM.† (Healthy People, 2014) The CDC describes diabetes as being a group of diseases marked by high levels of blood glucose resulting from problems in how insulin is produced, how insulin works, or both (CDC, 2014). There are many forms of diabetes, but the three most common are, type 2, type 1, and gestational diabetes. Type 2 diabetes occurs when there is a resistance to insulin and insufficient production of insulin. It was previously calledShow MoreRelatedObesity : Obesity And Obesity1413 Words   |  6 Pagesdiagnosed with diabetes, resulting in at least 1 in 20 adults (2,8). 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Following puberty, incidences tend to be higher in white males than women (Soltesz, Patte rson, Dahlquist, 2007). When looking globally by region at incidences, they tend to be higher

Summary Elizabethan Era - 1456 Words

Alchin, L.K. Elizabethan Era e.g. Retrieved May 16 2012 from www.elizabethan-era.org.uk Summary: The main purpose of this source was to touch bases on how the diseases such as the black plague and typhoid started or continued. They said that the main cause of how it kept on getting transmitted and still going on was because rodents and other insects such as rats lice and fleas kept contaminating everything. But on that subject, they barley where clean this source said. In big towns mostly everything was unsanitary making rodents come and make home in, Leaving there pipes and other resources not necessarily clean. Which leads back into the rodents and other animals getting a hold of the deadly illness and taking advantage of what they needed. Evaluate: The goal of this source was to help the reader understand the environment this era lived in and to see what took place in it. This was a very reliable source because of how it gave me background information in the type of setting the Elizabethan era where in and how it became a hassle to not only stop this disease but too create a more stable living area. In my other sources they do talk about the same thing which i know now that its very objective to there facts. Reflect: It helped me visualize not only why the black plague and typhoid got worse but how in there time they didn t have much choice but to cope with what they could make use of. It really shapes my perspective on how it was a struggle to actually beShow MoreRelatedExposing Racism in William Shakespeare’s Othello Essay2036 Words   |  9 Pages The infectious discrimination of Elizabethan racists is derived from fear unnatural a racist’s hate plagues a vulnerable community of black slaves, with religion and war corrupting diverse cultures in the attempts to purify the existence of sin. This enlightening argument of what inspires William Shakespeare’s to compose the play Othello contaminates romantic relationships, Before the integration of black-skinned people into Elizabethan culture, Christian ideology coalesce Satan’s appearance withRead MoreThe Symbolism Of Ophelia s Hamlet 1500 Words   |  6 Pagesby a modern English woman and as a victim by an Elizabethan woman. This would occur because of their understanding of the symbolism of Ophelia’s actions in madness, the context surrounding Hamlet’s view of her, and their characterization of Ophelia. Argument 1 Topic Sentence: The two readers would interpret the symbolism of Ophelia’s actions in madness differently according to their understanding of Elizabethan customs. Evidence/Analysis Summary: â€Å"There’s fennel for you, and columbines. 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The act of even labeling this group of people or other groups is discouraged and even against the NASW’s The Code of Ethics