Promote Team Effectiveness

Charles Telfair Institute – Mauritius BSBMGT401A show leadership in the workplace (SIN D0841) ASSESSESSMENT 1 – GROUP PROJECT (WORK RELATED PRACTICAL TASK) GROUP PROJECT COVER SHEET CANDIDATES’ NAMES: Ashveena Moorgawa, Meghna Nagessur and Jessica Sevathiane | We declare this evidence has been produced by the undersigned. Candidates’ Signatures: ____________________________________ Date Submitted: 17/04/2013| ASSESSOR’S NAME: Maryline LAMY| Evidence to be presented: | Part/E| PC| 1st Attempt| 2nd Attempt| Comments| A E1| 1. 1| | | | BE1| 1. 2| | | | CE1| 1. 3| | | | DE1| 1. 4| | | | EE2| 2. 1-2. 3| | | | FE3| 3. 1-3. 6| | | |Assessor to CompleteGeneral Comment:Result Satisfactory Not SatisfactoryAssessor’s Signature: _________________________________ Date: __________________Candidates’ Signatures: ________________________________ Date: __________________Please Note: If a candidate is not satisfied with the assessment outcome he/she may lodge an appeal. | Charles Telfair Institute – Mauritius BSBMGT401A SHOW LEADERSHIP IN THE WORKPLACE (SIN D0841) ASSESSESSMENT 1 – GROUP PROJECT (WORK RELATED PRACTICAL TASK) GROUP PROJECT INSTRUCTIONS Project for: | BSBMGT401A show leadership in the workplace| Due date:| Final submission: Date indicated in the DAS|Description of the Task:| You are required to provide answers to questions related to the three elements of competence. | General overviewThis assessment is designed to give you the opportunity to show you have the skills and knowledge required to show leadership in the workplaceElements covered 1 Model high standards of management performance and behaviour 2 Enhance Organisation Image 3 Making Informed DecisionsRequirements 1 In groups of 3 – 4 students, you are required to address Part A to Part F 2 No word limit is imposed, quality is more important than quantity.Make sure you address all parts of the question and provide sufficient detail to illu strate your answers. 3 Each task is to be word processed and presented in a logical and easy to read format. | Ashveena Moorgawa:| Part A and E| Meghna Nagessur:| Part B and C| Jessica Sevathiane:| Part D and F| Contents Part A6 Answer A. 16 Answer A. 27 Answer A. 38 Part B8 Answer B9 Part C9 Answer C9 Part D9 Answer D10 Part E14 Answer E. 114 Answer E. 215 Answer E. 316 Part F16 Answer F18 â€Å"End of paper†19 Charles Telfair Institute – Mauritius BSBMGT401A SHOW LEADERSHIP IN THE WORKPLACE| SIN D0841) ASSESSMENT A – WORK RELATED TASKS Part A E1 PC1. 1 Read the case study. Write down your responses to the tasks. Case study Jennifer has recently been recruited by a retail store as a frontline manager. Jennifer has previous experience as a team leader but this is her first frontline management position. Her responsibilities include team rosters, coordinating security in her department, managing displays, team member supervision and stock control. 1. Identify wha t Jennifer needs to find out what the organisation expects of her performance and behaviour.Answer A. 1 The function of a front line manager is mainly centered on the daily activities of a department. His role is mainly to do the short term planning, motivate its subordinates and accomplish the day to day task. As Jennifer is also a front line manager, the organization expects her be fair towards all the employees . She should treat all the employees equally. She should be able to organize the roster fairly taking in consideration all the employees. She should be able to identify the right employees and put the right people to work.She should share information with her employees in order for them to know how the work should be done. She should be intelligent in order to know if whether there is a leakage in the information she should be able to handle the problem quickly. Concerning the displays in the retail store Jennifer should be imaginative in order to know what articles should be display to attract customers. She should look at the cleanliness of the store and should be open to listening and learning from other people to know what is the latest trend. Jennifer should be a good leader; she has to be a representative for the employees.Jennifer has to constantly remind the employees the vision, values, goals, standard and image of the organization. Jennifer should always be here to listen, coach and motivate her workers to build an effective work. Jennifer should be able to take effective decision for the team objective. She has to be fair towards all her team member and not favouritism anyone. As a frontline manager, Jennifer should be honest concerning the stock control as employees are going to follow her path and constantly taking note on her behaviour. Jennifer should be trust worth and not afraid to take decision or actions whenever needed.She should be well organize and have a proper recording of the stock. Reference: Management principles 2nd editio n PJ SMIT & GJ DEJ CRONJE 2. What sources of workplace information are available to help Jennifer in establishing the organisation’s requirements? Answer A. 2 The source to help Jennifer establishing the organization requirements , is that, she has to know the policies and procedures, that is, policies is the guidelines adopted by the organization to reach its long term goals and procedures are the action taken to achieve the day to day operations.Jennifer should work the company code of ethics that is the principles and values that directs behaviour of what is good and wrong and it can also influence decision making. Jennifer should know what is the code of conduct, what behaviour is accepted in the workplace and what type of dress should she wear at work. Jennifer has to keep confidential information about her workplace. She should not speak badly about the company and has to know about health and safety. What precautions should be taken for the employees’ in order t o have a safe and health workplace. 3. How could Jennifer monitor her own performance?Answer A. 3 Jennifer can monitor her own performance when she saw that she has achieved the goals that she has set and compare the results with the planned performance. For example her team members are doing the job well as she has trained them or there has been an increase in sales. When the customers are satisfied there will be no complaints at all. She can also monitor her performance when she will get good feedback from her superiors and everyone is satisfied with her job. Also when she will see what she has contributed in the organization. Part B E1 PC 1. 2 Read the case study.Write down your response to the task. Case study Matthew has received advice that the rostering system is to be changed next month. The change means that the organisation will be able to offer extended trading hours to their clients. This should offer them quite an advantage over their competitors. Matthew is concerned t hat several members of the team will be unhappy about the changes. He is aware that several team members will need to make new arrangements for childcare, family arrangements and transport. Describe how Matthew can behave as a positive role model to his team during this period of change.Answer B In this organization, they are planning to change the roster system by next month, where the staff has to extend their working hours. Matthew is concerned that several members will be unhappy about the changes. So being the team leader and also change agent, he has to motivate his team by acting as a positive role model. First Matthew has to be a good decision maker in order to help the staff cope with the changes in the company. Several factors must be taken into consideration while making these changes for example: arrangement for childcare, family and transport.Matthew acting as a positive role model he must have a plan, know how to lead, organise and control. Concerning arrangements for childcare, Matthew can discuss with his top management to see if they can provide the staff with a nursery near the working place. This will allow the parents to focus on their roles, knowing that their children are being cared in a safe environment nearby. For family arrangements, Matthew can consult the finance department in order to see if they can, pay part of exam fees, for staff’s children. They can also provide health care insurance for family members.Health Insurance will pay specified amounts of money to cover medical expenses or treatments. Reference: humanresources. about. comodenefits For transport, Matthew can take organize loan facilities for staff to purchase new car. He can also arrange transport for staff’s children; that is vehicles will fetch the children from school to nursery or willing destination. By this, staff will be at ease as they will know their children are in safe hands. As they will have night shifts, the company will arrange transport, so that the staff will not be facing any difficulties.Being a positive role model Matthew can opt for these benefits. As the company will be more advantageous over their competitors, this will bring it more profit. So, the Team Leader must create a win-win situation whereby both staff and the company will be profitable. A good role model also does what he says, so Matthew will have to keep his promise towards his staff. He must also be open to them, so that they will not hesitate to share ideas concerning the changes in the company. Part C E 1 PC 1. 3 Describe the characteristics of an effective performance plan. Answer CPerformance Planning is designed to assist Leaders and Staff in communicating about performance. Continuous application of these guidelines will ensure that employees know what is expected of them, how they are performing and what can be done to strengthen performance. The characteristics of an effective performance plan are as follows: 1. Demonstrate leadership co mmitment to the process and the plan. To be effective, a performance plan should have commitment of both manager and team member. This may be in terms of resources provided or brainstorming sessions. . Promotes environment of common understanding of goals and priorities. Development plans and performance reviews focus upon coaching and developing employees, for example helping them to reach their full potential. 3. Creates feeling of ownership and team effort among unit members. Showing Trust is the most important. If there is trust, then members will not hesitate to work to their full capacity. Group dynamics will be formed, that is team building among team members. 4. Makes clear alignment of unit initiatives with Vision, Mission and Goals. Vision: A strong vision and the willingness to see through it is one of the most important characteristic. It is a long-term view and concentrates on the future. It can be emotive and is a source of inspiration. * Mission: Defines the fundament al purpose of an organization or an enterprise, succinctly describing why it exists and what it does to achieve its vision. The leader who believes in the mission and works toward it, will be an inspiration and a resource to their followers. * Goal: Goals are for which the firm is striving and the policies by which it is seeking to get there.A goal is sometimes called a roadmap- which is the path chosen to plow towards the end vision. The most important part of implementing the goal is ensuring the company is going in the right direction which is towards the end vision. 5. Promotes coherence in unit programs, services and operations. If the entire team acts without regard for one another or is lacking sense of camaraderie in teamwork, the team leader will need to know quickly and carefully to remedy the situation. (Without cohesion, we don’t have a team) 6. Results in plan that serves a management and decision making tool.Among the most useful tools for planning is SWOT analy sis (Strengths, Weaknesses, Opportunities, and Threats). The main objective of this tool is to analyse internal strategic factors, strengths and weaknesses attributed to the organization, and external factors beyond control of the organization such as opportunities and threats. 7. Communicates clearly the unit priorities to all stakeholders. Effective communication helps keep the team working on the right projects with the right attitude. If we communicate clearly about expectation, issues and advice our stakeholders will be more likely to react and trust our company. . Feedback and performance appraisal Regular feedback combined with yearly performance appraisals is an effective tool for discussing performance issues objectively and specifically with staff. Effective planning increases the likelihood of success for a program while ineffective planning practices almost results in false starts and frustrations. When a group is aware of the characteristics of effective planning and mo nitors the presence of these characteristics formally or informally, they will be a step closer to high quality program.Since it is formal and written, it acts as a guide management for example it can clarify staff expectations. Performance plan can also serve as a benchmark for next review period for setting another performance plan. But what is also important is consistency, coherence and a well coordinated performance plan. The most important stakeholder in the performance plan is the Staff Members, because it is then who will put it into practice. Hence, there should be sense of ownership and motivation. Part D E1 PC 1. 4 Read the case study. Write down your response to the task. Case studyCourtney is responsible for managing a team of eight customer service officers who assist customers by telephone. The procedure for providing telephone service in this organisation is: * greet the customer by name * advise customer of your name * offer to assist them * ask permission before as king them questions * use the customer’s name * do not interrupt them or speak-over them * respect their privacy * be alert to any special needs that they may have * offer additional services where appropriate * thank them for their custom * check whether their needs have been satisfied.Develop a range of key performance indicators that would be suitable to monitor and report on the performance of customer service officers. If you are currently employed you may develop key performance indicators to measure performance in your own work team. Answer D The Key Performance Indicators are used to measure the performance of the organization and its staff. They determine the success of their operations. The key management issue is not what the numbers tells us about the performance but it is what we do with those numbers to resolve the issues that avoid us from performing properly our tasks.Courtney can monitor and report on the performance of her team by implementing as key indicat ors: * Time to answer a call * A call should be answered within the first 10 seconds. * This indicator will measure the time from which the call was received and the time at which the officer answered it. * It measures the customer service center performance rather than the performance of the officers themselves. * This performance indicator depends however on the availability of the officers to answer the calls when they are meant to do so. * Voice quality service This indicator depends on the quality of the call. If the line is of poor quality, the customers and the officers have to repeat themselves continuously and this may lead to high customer frustration and call abandonment. * This indicator will help to know if the technologic equipments are good enough or need to be upgrade or change to be able to treat more efficiently the quieries and reduce customer frustration and call abandonment. * Abandon calls * This indicator will measure the number of callers who disconnect, or a re disconnected, before the calls reach the officers. It measures the customer service center performance rather than the performance of the officers themselves and is however related to Call Handling time. * Call Handling time * This indicator will be measured in seconds; it is the time that an officer will spend on the line with a customer. * The call handling time varies from call to call as it depends on the complexity of the caller’s issue. The more time an officer spend with one call, the less number of calls he/she will be able to treat during the day. * Average call handling time is also a metric for the customer center as a whole and for individuals’ teams. * First call Resolution This indicator will measure the number of issues resolved during the first call and that do not require either the customer to call back or an officer to make an outgoing call to the customer. * This indicator will be indirectly a measurement of the officer performance. The more know ledge the officer will have, more issues he/she will be able to resolve and the higher his/her FCR will be. But it is not an exact measurement because the caller could have call several times before having the right person on the line and the resolution of the call may require the action of someone else such as a supervisor or another department. FCR is difficult to accurately measure and should be evaluated with care. * Repeated calls * This indicator is to measure the number of call from customers who calls several times in order to obtain the assistance they are asking for and who did not get the answers or solutions the first time they called. * Transfer rate * In addition to FCR, this indicator will measure the percentage of calls that an officer has to transfer to someone else to complete; a supervisor or another department. * The reason for the transfer could be the officer’s fault or a request of the caller. * Redundant time/Idle time This indicator will measure the d uration of the unused time the officers will take between two calls. * The idle time should not be more than 5mins, the officer should be able to computerize the information and at the same time give the information to the customer. * The more unused time an officer spend between two calls, the more calls are abandoned. * Hold-On time * This indicator will measure in seconds, the time the officer keeps a caller on hold during a call. * It may be the time needed to look something up or to talk to someone else to find an answer to the caller's issue. The Hold-on time may not be more than 60 seconds. If after 60 seconds the officer has not yet find an answer he/she should take the line and tell the customer that he is still looking for a solution and ask politely to the customer to wait some more or tell him/she that he’s going to call him/her back. * Phone Etiquette * This will measure the quality of the officer's etiquette during the call. * It normally consists of a number of factors, sometimes weighted, that are checked off by a quality monitor listening to the call. The more factors that are checked off, the higher the officer score.These include items such as â€Å"greeted customer by name†, â€Å"spoke in a clear, calm voice†, and â€Å"repeated caller's issue to verify understanding†. * Knowledge and Professionalism * This will measure the quality of the officer's knowledge during the call. * Adherence to procedures * This will measure how well the officer followed the company’s procedures during the call i. e. : * greet the customer by name * advise customer of your name * offer to assist them * ask permission before asking them questions * use the customer’s name * do not interrupt them or speak-over them * respect their privacy * be alert to any special needs that they may have offer additional services where appropriate * thank them for their custom * check whether their needs have been satisfied. * Customer s atisfaction * This will measure how well the officer treated the call. * It is related to the: * Time to answer a call * Voice quality service * First call Resolution * Hold-On time * Phone Etiquette * Knowledge and Professionalism * Adherence to procedures Reference: http://management. about. com/od/metrics/a/Call-Center-Kpi. htm Part E E 2 PC ALL 1. Describe the method you would use to communicate with your senior manager regarding an issue you have identified with the organisation’s standards or values.Answer E. 1 Method that I would use to communicate with my senior manager regarding issues in the organization standards or values would be face to face communication. Face to face communication is the process of sending and receiving message through verbal mean. Face to face communication, both the sender and the receiver can have an interaction, so both of the senior manager and me can exchange our opinion. If we send emails or through phone, message can be misinterpreted, so with face to face communication we can pass our message without changing its meaning.Face to face communication will help me to express my ideas, opinions and making my senior manager understand what the problem is about. As organization standard and values are confidential for an organization meeting face to face the senior manager will be a good option as face to face communication is a personal method. An immediate decision can be taken with face to face communication and we can also discuss over the problem. References: http://www. change communications. htm http://www. brightface-communication 2. How would you respond if you were required to behave in a way that did not align with your personal values? Answer E. If I were required to behave in a way that is not align with my personal values, I would try to bring my own culture and values to the organization where possible and try to implement the values into the organization. I can make a group of employees sit together and identify our common values and see if these values can be implemented in the organization. We can tell the employees to come and report without fear when they see an unethical behaviour. I will try to talk with my senior manager to explain him how we can find a solution to the problem Reference: http://humanresources. about. com. /od/leadership/aleader-values. htm 3.How would you model behaviours to team members that would encourage them to contribute to developing an organisation which has integrity and credibility? Answer E. 3 I would encourage my team members to help to contribute in an organization which has integrity and credibility by adopting the work policies and procedures of the organization. Policies mean the guideline adopted by an organization to reach its long term goals and procedures is the action taken to achieve the day to day operations. Thus the employees will follow the path. When I will communicate to my team members I will talk sense and objectively that is d irectly to the point.I have to talk honestly to my team member I will work with the company code of ethics, that is, principles and values that directs behaviour of what is good and bad. Also the code of conduct what is the dress code so as to set the examples for the team members. Whenever I have made a mistake I should take my responsibility and be truth towards the organization. As a good model to my team I should not accept gifts for my own benefits. I should not talk against the company in public this will bring the company a bad image and influence the employees to do so. Part F E 3 PC ALL Read the case study.Write down your response to the task. Case study Roshani is very concerned. Jordan is the newest member of the team, having recently completed his High School Certificate. Jordan came to Roshani’s office yesterday with a serious complaint. He received an email from a colleague yesterday that included sexually inappropriate material. Jordan surprises Roshani when he tells her that it is commonplace for the team to share inappropriate email jokes and to view inappropriate material on the Internet in the workplace. Jordan wants Roshani to make this behaviour stop without telling his colleagues that he has lodged a formal complaint.Roshani is keen to try the group problem-solving techniques that she has been exploring in her frontline management course. She organises a team meeting with the objective of having the team develop its own solution to this problem. You are to prepare a short report that describes how Roshani and her team could go about resolving the problem of inappropriate use of the Internet and email by team members. Your report should address the following: * gathering and organising relevant information * helping team member to make decisions * examining options and assessing risks * making timely decisions and communicating them preparing a plan to implement their decision * gathering feedback regarding the implementation and im pact of the team’s decision. Answer F REPORT OXIDAM WINES To:| Staff members| From:| Roshani Appassamy – Frontline Manager of Oxidam Wines| Date:| 7th April 2013| Re:| Misuse of internet during working hours| Following the fact that it has been noted with much concern from last month IT analysis worksheet that certain employees share inappropriate email jokes and view sexual material on the Internet during office hours and the staff meeting held on 5th April 2013, please find below what have been discussed and agreed upon.It has been decided that the company’s computers must solely be used to: a) communicate and deliver timely information to the public b) perform research c) stay informed with current events affecting the job responsibilities d) communicate with fellow colleagues, business partners and clients e) communicate with family in case of emergency To avoid: a) misunderstandings and conflicts among the team b) colleagues feeling harassed c) computers an d network infection by viruses d) tampering of important files and clients data ) crashed of the server It has been agreed that: a) â€Å"Chat Programs† like Yahoo Messenger or Microsoft Messenger are not permitted and should be removed immediately. b) â€Å"Chat Rooms† and other types of forums unless related to company research and are company approved, are not permitted. c) Social Networking such as Twitter, Facebook, etc. sites are absolutely not allowed. d) No â€Å"Porno† or other forms of â€Å"Adult Only. † Besides being offensive to employees and customers, it could be grounds for the company to be sued.We would hate for customers to think all we do is surf garbage. This will be grounds for immediate termination. e) â€Å"Personal† anything must be kept to a minimum on company computers. Lunch breaks are not â€Å"Surfing Breaks. † Some employees confessed that they were not aware of the company’s internet use policies as the y did not read the code of ethic which was given to them. Most of them did know that the misuse of internet and sending inappropriate mails was punishable.A new copy of the code of Ethic will be given again to all members of the staff. A form will be attached to it. All employees are requested to read the policies and duly sign the form to acknowledge receipt. Should any employee infringe the company’s computer policies, this will lead to termination of employment without prior notice. A follow-up meeting is schedule for the 10th May 2013, please bring along your comments and any findings. Sources: http://www. iscnetwork. com/cutcosts/companypolicy. shtml â€Å"End of paper†

Mba 653

MTV ARABIA – Case study MBA -653 Table of Contents Abstract†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 SWOT Analysis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 Introduction†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦3 Challenges†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦4 Strategies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 7 Conclusion†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦.. 9 References†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦10 ABSTRACT MTV Networks (MTVN) had over the years developed a reputation for its ability to provide localized content without diluting what MTV stood for.However, the company faced the most challenging test in late 2007 with its launch of MTV Arabic in the Middle East, which some experts considered as the biggest launch in the channel’s history. While the market in the Middle East offered MTVN with huge opportunities due to its huge youth populace, MTV’s controversial content that was known for angering religious, political, and conservative communities could easily backfire in the conservative environment prevalent in the region. On the other han d, too much localization to suit the tastes of the region could dilute MTV’s global brand.The case discusses in detail the strategy adopted by MTVN to enter and expand in the Middle East and also the challenges faced by the channel. 1 SWOT Analysis 2 1. Experts felt that one of the biggest challenges faced by MTV while launching MTV Arabia was the prevalent culture in the Arab world. Discuss the Arab culture. How is it expected to pose a challenge to MTV? The Arab world stretches from Morocco across Northern Africa to the Persian Gulf. The Arab world is more or less equal to the area known as the Middle East and North Africa (MENA).It can also be defined as those countries where Arabic is the dominant language. Arab countries are religiously and ethnically diverse with Islam being the dominant religion in most countries. 22 Arab countries/areas: Algeria, Bahrain, the Comoros Islands, Djibouti, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Morocco, Mauritania, Oman, Palestine, Qatar, Saudi Arabia, Somalia, Sudan, Syria, Tunisia, United Arab Emirates, and Yemen. The Arab Culture is divided into three main parts, the Urban Culture (Al-Hadar), the Rural Culture (Al-Reef), and the Nomad Culture (Al-Badow).Typically, countries like Egypt, Iraq, Syria, Yemen, Sudan, and Morocco are considered Rural Cultures, while Arab states of the Persian Gulf, Libya, Mauritania and Jordan are considered Badow (Bedouins), while finally the Lebanon, Palestine, Tunisia, Algeria are considered Urban, yet most of the Arab Major Cities are recognized with Urban Cultures, like Cairo, Rabat, Baghdad, Alexandria, Damascus, Marrakech. The Arab countries are religiously and ethnically diverse. The Arab world is a location of several world religions (Islam, Christianity, and Judaism) and a multitude of ethnic and linguistic groups.However, the predominant religion is Islam and Arabic the dominate language. To be an Arab, like an American, is a cultural trait rather than racial. An Arab worldview is based upon the below concepts: 1. Atomism: Arabs tend to see the world and events as isolated incidents, snapshots, and particular moments in time. Westerners tend to look for unifying concepts whereas Arabs focus on parts, rather than on the whole. 2. Faith: Arabs usually believe that many, if not all; things in life are controlled by the will of God (fate) rather than by human beings. . Wish Versus Reality: Arabs, much more than Westerners, express emotion in a forceful and animated fashion. Their desire for modernity is contradicted by a desire for tradition (especially Islamic tradition). 4. Importance of Justice and Equality: Arabs value justice and equality among Muslims, and to a lesser degree to others. All actions taken by non-Arabs will be weighed in comparison to tradition and religious standards. 3 5. Family versus self: Arabic communities are tight-knit groups made up of even tighter family groups.Family pride and honor is more important than individual hon or. 6. Paranoia: Arabs may seem paranoid by Western standards. Many are suspicious of any Western interest or intent in their land. 7. Shame and Honor: Admitting, â€Å"I don’t know† is distasteful to an Arab. Constructive criticism can be taken as an insult. Be careful not to insult. And women wear headscarves as a show of respect, even if wearing Western clothing. 8. Family: Family is the center of honor, loyalty, and reputation for Arabs. And males are always the head of the Arab family. 9.Personal Space: Most Arabs DO NOT share the American concept of â€Å"Personal space† in public situations, and in private meetings or conversations. It is considered offensive to step or lean away! Women are an exception to this rule. DO NOT stand close to, stare at, or touch a woman. 10. Socialization and Trust: When conducting business, it is customary to first shake the hand of all males present, taking care not to grip too firmly. Allocate plenty of time for refreshmen t before attempting to engage in business. It is important to first establish respect and trust.Arab Perspective vs. Western Perspective Arab Western Family Considered the foremost, where the father is patriarchal Important, but not as central to the life of the individual Friends Part of life, but considered more periphery Core to a few, but mostly important in life Honor very important amongst Arabs. Honor will be protected and defended all costs. Typically not as important ShameAvoided as much as possible, especially in relation to family, where gossip, insults and criticism taken to heart typically not as important time less rigid.Approach to time is much more relaxed and showed than that in Western cultures. Very structured, deadlines must be met. Religion is central to all things varies with individuals, very personal, not discussed in polite conversation. SocietyFamily tribe is most important individual rights. Government Most governments are secular, but still emphasize reli gion. Purpose is to protect rights and improve standard of living. Age and wisdom honored. Youth and beauty praised. Wealth respected. 4 Some of the key differences identified are given here: Western youth were found to be generally pessimistic about the future, while Middle Eastern youth were generally optimistic. * Religion was seen to be â€Å"enormously important† to Middle Eastern youth when compared to their Western peers. * National identify and traditional values were extremely important to Arab youth, but not to their peers in the West. For Arab youth, â€Å"loss of traditional values and culture† was identified as one of the top three biggest challenges facing the world today, along with rising cost of living and corruption in government. Arab youth generally admired political, religious, and business leaders, while Western youth do not. * Arab youth wanted to â€Å"make a difference†, while Western youth mostly wanted to â€Å"get ahead†. * Mid dle East and Western male youths had very different opinions about gender equality in the workplace, with less than y in 10 Middle East males favoring it. MTV and the challenges posted by the prevalent culture As a result the Arab culture is known for reacting, and some think over reacting negatively to controversial content. The Middle East offered a huge population of youth with a rich and diverse culture.In an effort to adopt the strategy of â€Å"Think Globally, Act Locally† MTVN (Music Television Networks) executives made it a point to learn the cultures and make shows that relate to the cultures as oppose to exporting the American culture. In order to achieve this goal the channel adopted a decentralized structure and gave commercial and creative autonomy to the local staff. This venture was considered to be one of the biggest launches in MTV’s history because of the potential audience. MTV hoped to provide a culturally unifying agent within a region that has bee n known for its political tensions.Also, this channel may correct some misconceptions of the region and reduce tensions. The target audience for the channel would be the Middle East youth; providing them with access to music via mobile, broadband, and television. The challenges MTV expected to encounter included: the reputation of MTV airing sexually explicit programs and images in direct contrast of the socially conservative culture of the Middle East. Adjusting content to be suitable for each region may prove to be very challenging. For example, what is acceptable in Dubai may not be acceptable in other parts of Saudi Arabia.MTV also had to be careful not to lose the vision of their brand in its attempts to conform to localization. 5 In addition, issues such as the US invasion of Iraq complicated relation among the Americans and Arabs. There were also competitors that had already created a niche for them in the region. So, it’s not particularly difficult to see why MTV had a major challenge on its hands. Its content (music, videos and reality shows) could offend the cultural sensibilities of people in the Arab world especially in terms of * Too much skin show * Intermingling of genders * Use of disparaging or swear words References to alcohol * Discussion on religion or politics * Unaccepted gestures such as finger pointing, showing the soles of feet, etc. Another challenge before MTV was that the Arabs were generally considered paranoid by Western standards and they tended to be suspicious of any Western interest. MTV, in a way, stood for what the Arab world most reviled about Western / American culture. While MTV might argue that the values that it stood for were relevant to youth throughout the world, it may still be perceived as something contrary to Islamic ideals and the Arab culture.The launch of MTV in the Arab world could easily be perceived as an imposition of Western culture. Fanatics, or those who pretend to be guardians of Islam, could ea sily rake up the issue and create a lot of trouble for MTV. To complicate matters, the anti-American sentiments prevalent in a section of the Arab world too could pose step challenges to MTV. One may argue that with globalization and the advancements in information and communication technology, youth across the globe share similar aspirations and consumption behavior. And that a section of the youth population in the Middle East did want MTV.However, ignoring the cultural differences is fraught with danger, as the Arab youth consider religion â€Å"enormously important â€Å"and â€Å"loss of traditional values and culture â€Å"as a key challenge. 6 2. MTV’s Strategy in the Middle East . Do you think MTV will be able to succeed in this market? Our team was required to analyze MTV’s strategies in the Middle East and anticipate its success in this market. We believe that the company will do well due to its scientific approach to overcome the major challenges faced i n the region and efficient managerial decision making.Firstly, it was a good start to establish profitable relationship between AMG and MTV, where each of the sides will benefit from its correlation in terms of earnings, great name and people that provide MTV Arabia with a lot of resources. Secondly, Arabs have different tastes and preferences compared to US audience. These differences in taste transfer to all areas including music networks. However, MTV had taken the decision before launching new products to population of the Middle East to adapt the product to fit local taste.Thirdly, the extensive market research was conducted by the company in order to minimize the risk of failure by the determining the needs of the population and developing the product that will satisfy their needs. Same research revealed that Islamic biases toward Americanization will not affect development of the company within the region since majority of the participants’ associated MTV brand with ot her countries rather than US. In addition, the study helped to find vacant niche that could be served to attract larger part of the population and generate more profit. Strategies used by MTV: 1) Segmentation strategy: (a) Geographic segmentation: Targeted region: Middle East Saudi Arabia, Egypt, United Arab Emirates, Bahrain, Jordan, Kuwait, Oman, Qatar, Yemen, Palestine and Syria. (b)Demographic segmentation: Targeted Population: About 65 percent of the Arab population consisted of youth under the age of 25. (2) Targeting strategy: Before launching the channel, the extensive survey of the region was conducted to understand what people wanted. The survey team targeted people in the 18-24 age groups and travelled around the region to schools and universities canvassing opinions. (3) Positioning strategy: During MTV’s 25th anniversary, the company said that it would provide the audience in the region content that would be different from that offered by popular Arab music chann els. Though, the Arab market was crowded with more than 50 channels, none of them provided a global platform to export the musical talent of the local youth. (5) Niche strategy: To overcome competition, the channel proposed to establish itself as a platform wherefrom the Arab youth could voice their local concerns as well as advertise their music talent.For instance, MTV Arabia’s flagship show â€Å"Hip Hop Na†, where the winner from each city would get a chance to record a track for a compilation CD produced by Fred Wrecks. (6) Product strategy: Product provided: The channel’s programming was to have a mix of music videos, music-based programming, general life-style and animated programs, reality shows, comedy and dramatic series, news specials, interviews and documentaries where the key is obviously the language. About 45 percentage of MTV Arabia’s content was too produced locally, with the rest translated.New products were developed: MTV Arabia designe d new shows in Arabic to cater to pan-Arab youth audience. There would be a localized version of popular shows such as â€Å"Made†( Al-Helm) and â€Å" Boiling Point† (Akher Takka). (7) Promotion strategy: Celebrity attraction marked the launch of MTV in the Middle East. The launch featured performances by eminent stars as Akon, Ludacris and Karl Wolf along with local hip hop group Desert heart. (8) Distribution channels strategy: The Middle East had the potential to offer MTV numerous media like mobiles and the Internet to reach its end consumers.MTV Arabia wants to provide Middle East youth with the opportunity to watch MTV on mobile, on broadband, and on television. 8 (9) Technical innovative strategy: Products such as MTV Overdrive in which the user could download the video at broadband speed, and MTV Flux in which the online users could create their own TV channel were expected to help in luring the various Internet service providers in the region. (10) Marketâ₠¬â„¢s Entry strategy: MTV entered Middle East by tying up with a local partner; the Arab media group (AMG) (11) Investment and control strategy:The channel MTV Arabia was formed as a result of a licensing arrangement between MTV and AMG. MTV would earn an estimated US $10 million annually in licensing fees from AMG for 10 years. (12) Hybrid approach Refers to company’s ability to fit in local environment with its culture, traditions values, and perception of the reality. MTV Arabia was there to entertain people within the limits of Arab traditions and had no intention of showing disrespect to the local culture. It would be a channel for the Arabs and made by Arabs, where the launch team comprised a mix of Saudis, Palestinians, Emiratis, Iraqis and Lebanese.Conclusion This case gave us an understanding of the issues and challenges in entering and expanding operations in new markets which were culturally different from the organizations home/traditional/existing markets, Unders tanding the pros and cons of entering a new market with a standardized/adapted product to suit local preferences and made us go further in analyzing MTVN’s strategy in the Middle East, identify challenges and explore strategies that the channel could adopt in the future.This case was very useful it made us realize how MTV and other channels experience in global markets. And how localize strategies in various markets. The challenges MTV faced while launching in the Middle East also were disclosed we analyzed those challenges it faced in expanding its operations in the region and the strategy adopted by MTV in the Middle East. 9 References: http://www. arabianbusiness. com/the-revolution-will-be-televised-197356. html http://news. bbc. co. uk/2/hi/middle_east/7100252. stm ttp://www. businessweek. com/stories/2007-10-21/online-extra-mtv-presses-play-in-the-middle-east https://www. inkling. com/read/international-management-helen-deresky-7th/chapter-5/part-ii-comprehensive-case-4 http://www. businessweek. com/stories/2007-10-21/online-extra-mtv-presses-play-in-the-middle-east www. mtv. com WWW. mtvme. com http://www. arabianbusiness. com/ WWW. hrbusinees. com www. cnn. com www. bbc. com www. businessweek. com www. icmrindia. org/casestudies/catalogue/ www. hollywoodreporter. com

Buad 3010 Text Bank Chp 1

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Which Is Better, True Belief and Knowledge?

In Meno, Socrates and Meno have a discussion on virtue and they encounter a problem. If virtue is teachable, it must be knowledge. However, since there are no teachers and students of virtue, virtue must not be taught. So they think that virtue is not knowledge. And then they start the discussion on what is true belief and knowledge. In this essay, I would evaluate Socrates’s explanation on why knowledge is better than mere true belief and the reasons that I agree with Socrates’s proposition. Socrates’s explanation To begin with, Socrates first questions whether true belief is something no less useful than knowledge.Socrates notes that true belief and knowledge guide to the true action. He illustrates the idea by an example. To clarify Socrates’s example, I will apply his example on our campus. Suppose I need to guide a friend to Chong Yuet Ming Physics Building. I have no idea where it locate and I haven’t been to there. Now, I can visit the buildi ng if someone with the knowledge of the path guides me there or I have the knowledge of the path. But a true belief, which may be the intuition, perception, will also be equally effective in reaching the destination.If my belief is that the destination is northwest of the main building, and I convince my friend to the destination. From an outside observer, he cannot distinguish whether I have the knowledge of the path or I just luckily arrive there according to my true belief. Socrates states that â€Å"correct opinion (true belief) is no less useful than knowledge† because no matter which proposition, either true belief or knowledge, someone’s action still can be guided correctly. Although I do not agree this statement, I will discuss it in later paragraph. So, what makes the different between true belief and knowledge?Socrates thinks that the difference between them is the justification, which is the reasoning or the rationale for your belief. The person with knowled ge has the ability to account of the why behind the truth whereas the person with mere true belief knows only the truth. If someone has knowledge, then he has the ability to account for the action and his mind retains knowledge. It will be secured for future use. However, although true belief guide you to a right action, the belief will go away from you mind easily. Socrates proposes that if one does not tie the true beliefs down, they will run away and escape.If tied, true beliefs stay where they are put. Moreover, once they are tied down, they become knowledge. True beliefs are grasped by the mind only fleeting before they are corrupted or lost. But we can tether them by working out the reason. If we has the reason for the believe, then the true belief is justified and become knowledge. Evaluation for Socrates explanation Firstly, I would like to discuss about Socrates’s proposition that knowledge and true belief always guide to the right action. I shall argue that it would be better that true belief guides to the right action in a better way than knowledge guides.I believe that knowledge does not always guide to the destination. For example, I have knowledge of only one path to Chong Yuet Ming Physics Building. According to the knowledge, I walk along the path. It is not guaranteed I can arrive the building. Maybe murdered happened and police has blocked the road for investigation. Maybe the path that in your mind is not up-to-date and that particular path now leads you to another building, say Ming Wah Building. In this case, even you have knowledge of going to the building, you cannot go there. True beliefs, however, always guide you to the right action.As long as we have true beliefs, we always can be guided correctly. For example, as long as I am lucky enough, I can visit Chong Yuet Ming Building even there is only one path to the building. Through, I still agree that knowledge is better the mere true belief. People cannot lucky all the life in r eality. That means we cannot solve all problem by our belief. We need knowledge to live. For ideal case, an ignorant housewife can invest her money by merely her belief and win the market all time. However, does it happen in the reality? Even it happens, there are just very little cases.Without knowledge, it is difficult to live in the world. Comparing a ignorant housewife and a professional experienced investor investing the stock market, they may both lose money. For the investor, he may be wrong in some decision and lose money. But if he could have a lesson from that, he may gain and revise his knowledge of the stock market. Next time, he may keep doing this in a row. Finally, the probability to earn money increases. For the ignorant housewife, if she do not learn from the fault, or tie down the true belief, the probability of earning money would not increase.Therefore, if someone learn from the fault and form a better knowledge on that field, it will be better to him because the probability of doing the right action increases. In addition, we should not focus too much on the result too much. If we just focus on whether one finally achieve destination only, it may suggest that result is the ONLY thing we should take consideration. If that is the case, then we may agree that people can earn money by kidnapping, stealing or robbering. But we shall agree that earning money by such process is not accepted.Then, I think that achieving the goal by some process may not be good even the goal can be achieved. Hence, we should also consider the process which guides to the destination or result, but not just merely the result. I think that why knowledge is better than true belief is that the process of the right action who is guided by knowledge is better than that who is guided by true belief. Looking back to the example, what is the difference between someone guided knowledge and guided by true belief if they both arrive the destination is the experience and the var iation of the path.Consider a person with merely true belief, he may make decision by something like I should go this way and I hope the way is not dead-ended. Why I have been walking so long time and haven’t arrived yet? Did I made some wrong decision? When can I arrive? I have no idea how to go there, and etc. Although he finally arrive the building, he had hard feeling at all. He may feel depressed, anxious, doubtful, and uncertain. Also, there is lots of variation for the paths. He may walk a very long path to the destination. For example, someone take a bus to somewhere.He believes that he need to get off the bus at the 3rd stop and walk along the road. However, the best way is to get off the bus at the 7th stop. He leaves the bus 2 stops earlier. Although he has true belief and arrive the destination, it may not good to him because he has been walked a very long and unnecessary way. Knowledge, on the other hand, guides someone with appropriate process. If someone with k nowledge, says he know the map of campus in the example, can effectively arrive the destination without anxious, doubtful feelings.Someone may argue that having knowledge may not arrive the destination effectively because you may only have knowledge of a circuitous path. I shall say that it may be the case, just similar as true belief. People having true belief may or may not arrive destination effectively, so as people having knowledge. But at least the person may not have hard feelings, which already make knowledge better than true belief. Though there is some argument which I think is not correct in Socrates’s explanation, there are still lots of evidence to show that knowledge is better than mere true belief.