Impact of E-Banking in the UK

Impact of E-Banking in the UK Abstract This research paper will compare and contrast the characteristics of the traditional banking and e-banking. Additionally, research will identify the similarities and differences between the virtual and the real-world banking industry customers. Distinguish the difference between the world of e-banking and the real world in terms of customer communications. Determine which traditional customer communications can and cannot be successfully ported to the world of e-banking. Assess what new communications techniques are uniquely available in the world of e-banking. And demonstrate how the use of multimedia technologies creates effective e-banking websites. Discussion of customer communication strategies and real-world examples will be presented. Chapter 1-Introduction 1.1 Internet Banking in the United Kingdom and Europe In the United Kingdom, Internet banking services are available and provided by twelve Internet banking services providers. The Egg, for example, is an Internet banking service provider (exclude current account features) that has more than 150,000 customers visited their web site during October 1998 to July 1999. The Internet banking services providers in the U.K. have encountered an increasing demand for cross boarder payment transactions for smaller amount of cash and payment over the Internet. Many banks continue to develop and launch new banking services on the Internet in order to satisfy and meet their Internet-based customer requirements in term of time, ease of use, security and privacy in the U.K. (Birch and Young, 1997; Mathew and Dagi, 1996; Gandy and Brierley, 1997). In June 1999, the U.K. and eight other western European countries: France, Spain, Portugal, Germany, Switzerland, Holland, Luxembourg, and Scandinavia have become leading nations in providing Internet banking services in Europe. Germany also has been rated as the nation that has the highest number of Internet banking services providers in Europe (Blue Sky International Marketing, 1999). Although the UK has smaller number of Internet banking sites on the Internet than in Germany, but it has been rated as the highest quality and functionality at no additional charges to their customers in Europe. However, there are two banks in the U.K. that charge additional fees for Internet banking services, Nat west and NPBS In Scotland, the Bank of Scotland does not provide 24 hours Internet banking services via the web site. Customers can not access to Bank of Scotland web site between 1:00 a.m. and 5:00 a.m. during weekdays and between midnight and 5:00 a.m. during weekends. During the bank web site is not accessible, a daily back office operations and maintenance is performed to assure accuracy and security according to local restrictions, rules and regulations. Most of customers in the U.K. and European countries use Internet banking services to inquire about their outstanding balances in saving and checking accounts, and details about their latest or last transactions for their daily reconciliation. The frequency to access the customers account per day is quite high. Many banks, therefore, have provided many view only features for customers to inquiry and view the information on their accounts as often as they want per day. As a result, the banks have reduced both operating costs and work hours for their staffs at call centers and local branches for frequently asked (FAQ) and repetitive transactions. 1.2 E-banking security provokes fear or indifference for the British public A recent study by analyst Forrester Research has unearthed conflicting views about the safety or otherwise of online banking. The survey of 11,300 UK net users found that while many online banking consumers are complacent about security, a large minority have given up online banking as a direct result of security fears. Most UK net users are aware of security threats like phishing and keystroke logging but are unfazed by these risks and expect their banks to deal with the problem, even though these attacks are thrown against the consumers PCs rather than a banks own systems. Ideally users want banks to supply a blanket guarantee against fraud. Based on responses to its survey, Forrester concludes that an estimated 600,000 from a total of 15m subscribers have ditched online banking as a direct result of security fears. Forrester reckons that users are confused and banks need to step up their efforts to educate customers about online fraud. Measures to restrict the functionality of some accounts (for example controlling how much money can be transferred on any day), stronger internet banking authentication and improved customer profiling are also needed to defend against security threats, it advises. In addition to people who plan to drop net banking accounts as a result of security fears, another fifth of net users say that security fears will stop them ever banking online. 1.3 UK Consumers shy away from e-banking Customers still value direct contact with real people in their bank branch. A vast majority of bank customers thinks that an online banking service is not important for their relationship with a bank. According to a survey one third of customers rate e-banking as an important service, and of those only 22% actually use it. Even more unwelcome news for many banks will be the poll finding that more than 30% of customers do not even know whether their bank provides online services at all. The findings contrast starkly with the market expectations among banking executives. In an earlier Deloitte survey, financial services executives had predicted that customers would be eager to do their banking on the web. 1.3.1 Cutting costs, not customer care Julian Badcock, retail financial services analyst at Deloitte, said customers were certainly not rating the internet or interactive services as a key factor in measuring their satisfaction with their banking service provider. A responsive service and the feeling of being treated as a valued customer were much more likely to make consumers feel happy with their bank. And more than 50% think it is important to have quick and easy access to a local branch. The findings of the report make bitter reading for backers of internet banking pure plays like Virgin and Egg. Julian Badcocks conclusion: 90% of customers at present [are] showing no interest in obtaining financial services from new entrants. Established players, meanwhile, have to worry whether their huge investment in online banking is money well spent. The need for expensive customer care does not sit nicely next to the cost-driven move to online banking. 1.3.2 Educating customers Long-term hopes for cost savings will only materialize, if consumers can be persuaded to use the services. A recent survey by consulting firm Cap Gemini Ernst Young had found that currently just 4% of all bank transactions in Europe are done online, a number expected to rise to 25% by 2003. In the United States just 3% of transactions are done online, and there growth prospects are more modest, with the share of online transactions seen to reach 12% within three years. Such growth rates, however, can only happen if banks begin to educate their customers about the benefits of online banking, Deloittes analysts say. Chapter 2-Literature Review 2.1 Executive Summary How secure is online banking for the regular and not so regular internet user? The internet is becoming a more globally known form of communication around the world these days and its used largely in conjunction with personal/business tools to expand the horizons of e-commerce. As many small to large business follow the trend, looking for soaring profits, by placing their business online, they are left to find a threat in the online world in terms of security issues. This can be extensive in regards to online banks and financial institutions that provide the businesses with their transactions, along with the present threats of personal privacy and protection flaws associated with banking online. Online banking is not just about viewing accounts online, or paying bills. It has more to that, it include transferring of funds, shopping online etc. As a proven fact, felonies consisting of fraudulent behavior have attacked national Australian banks and are currently in legal dilemma over the astounding issue. Presently, uncertain of the root of the crime, banks have been forced into an unacceptable situation in regards to customers bank accounts. With alarming issues of security online, there are a few steps that can be taken in order to prevent such matters from arising or basically in order to avoid hackers into your private life. 2.2 The internet and its benefits As todays busy world is immensely changing in the depth of telecommunications whilst advancing in the technological age, we are left to find minimal time to do the basic necessities such as shopping, banking relaxing. So along came e-Shopping, and e-Banking. Online banking is for you if it will save you time and money. E-commerce plays a major role in how the internet is used in terms of a consumer business, or B2B relationship, but there just isnt enough security online. 2.3 What is online banking about? nline banking may be considered just as a system where you view your accounts and pay bills, but it is not just about that. Online banking is about shopping online, transferring funds, viewing transactions histories, servicing your accounts online and getting in contact with your bank around the clock. As shown by the statistics, lenience to banking online can be proven handy. The convenience can be dominant, since not only is travel time reduced, but ATM machines, telephone banking or banking by mail are often unnecessary. Technology continues to make online banking, easier for the average consumer. Not only regular consumers, but also many small, medium and large businesses are finding it rather efficient. Bankrate.com (28-10-2005) In the past, online banking consisted largely of banks partnering with large software companies such as Microsoft, to provide the online banking services within their personal finance software. Microsoft.com (1996) this led to the first of two approaches referred to as the client-based system, allowing customers to use the money management software and their own computers to access the bank via a modem and a phone line. The second approach is that of the newer Internet-based systems which allow customers to simply dial in using any computer and use the banks software. From a business perspective, they actually have more danger associated to their business, than a consumer may. Home PCs are, as confirmed by all IT Security vendors and specialists, the least protected albassera.com (21-06-2002). Ocp.co.uk (No Date) describes best the implications businesses could face with the threat of online security: Financial savings that online banking has to offer. Increasing supply power by reaching a more global target Attract new customers And therefore the disadvantages that may occur to a business: Level of learning for each customer may vary, or may even be too difficult to do online transactions. There a potential threat of the site being hacked Lost information or errors in banking can lead to a loss of business Not all clientele may be happy with making purchases online. Initial set-up costs and on-going cost can be rather expensive to keep the site up-to-date. Proven by the disadvantages list, there are a lot of threats placed on a business in order to consider a place in the e-market. 2.4 Internet Banking Banks are not the only commercial organizations locked in a love hate relationship with the Internet. On the one hand, cheap and ubiquitous, the Internet offers a potentially attractive way to serve customers without the heavy costs associated with the traditional bricks and mortar business model. On the other hand, the Internet is fundamentally open and insecure. It is the very antithesis of the private networks that industry and commerce have entrusted with carrying transactions and other critical information. Despite the dichotomy, the Net continues to grow ever more rapidly in importance to the commercial world. From books and airline tickets to share trading and the filing of corporation tax returns, new users for the Net are proliferating. In most cases, the incentives of Internet Banking are either the need to meet competitive challenges and customers demand or the need to cut costs. As reported by The Times of UK on Internet banking, a banking transaction action at a Bank costs around $1.07, $0.27 via an ATM and just one-cent on the Internet. The decision to use the net is rarely a technical one. Banks have opportunities in the new payments gateway in areas such as purchasing platforms, certification, trade services and trade finance, electronic bill presentment and payment, consumer Internet payments and also plethora of competition. There are five main reasons for going online. Firstly, Internet banking removes the need for physical presence in new territories a web site gives global presence without in-country set up and ongoing infrastructure costs. Secondly, success carries few penalties because growth can be accommodated centrally, without recourse to building and operating new service centres (bank branches in retail terms). Thirdly, the time to market new products and services is dramatically reduced due to the standardized technology that characterizes the Internet. Fourthly, there is the chance to preach to the converted. Marketing costs in this medium can be concentrated on creating an effective Website that attracts potential clients. Finally, the Internet fits well with the characteristics of Corporate banking where thousands of transactions which can be conducted daily and multiple updates provided, individuals can work easily from different locations and there is a growing belief that security fear s will be resolved by evolving techniques and technology. For internet banking to work effectively, it needs to address the key issue of security. In conventional banking we use written references or prior knowledge to assure ourselves that we know who are doing business with us. We use controls to ensure that non parties are not party to a confidential deal cannot see or tamper with paper based information that is stored and in transit. And we use pen on paper signatures as an irrevocable sign of our agreement. Banks have long used encryption devices to scramble inter-branch links and communications with corporate customers. More recently firewalls and password tokens have been introduced to provide access control. In addition to security, quality of services is another key area in providing successful e-banking. Any customer is only a click away from a competitor elsewhere, so it is imperative that the e-banking experience reflects an optimal encounter each and every time. As simple as this sounds, developing the network management capabilities to assess and respond to the end user experience is no trivial matter. Much of the discussion so far has focused on e-banking as provided over the Web but the Web is only a beginning. The changing shape of Internet banking in the future will be fascinating to watch. Internet banking is a robust and highly practical solution but has delivered something of a surprise too. As Internet banking becomes more common, potential customers have increasing choice. The more informed among them are shopping for service not just on the basis of obvious criteria such as interest rates and functionality, but also on the quality of the security being provided. For those banks still debating the best Internet approach, the advice is to start small but start as early as possible. The number of customers and services should be limited initially while the potential of the technology is learned and the security and services levels are assured. 2.5 Online banking security Nowadays, online banking is used primarily through the internet-based system of customer/business to bank. All online transactions should be governed by an SSL (Secure Socket Layer) encryption. Gelman (1998, pg 39) states that information sent over the internet may pass through dozens of different computer systems on the way to its destination. This basically means the information being sent is to be encoded before transmitted from the destination computer to the banks computer. Knowing that your bank account details are being passed on to many other computers in order to reach its destination, doesnt exactly make you feel safe and sound about using online banking. A customers password or pass code serves as the first level of protection and is digitally sent separately for security purposes. This is also accompanied by the issuing of a Logon ID, which is a unique membership number. Currently online businesses and financial institutions face great danger as online banking can lead to fraudulent behavior. Atansov (2001) Credit card generators are readily available to download The impact of such a fact has left many internet users wondering about the security issues in regards to their personal information, their banking details and most of all their internet surfing privacy. From a recent survey it was shown that a massive 30% of regular internet users were too nervous to use online banking. 2.6 Current online banking security issue As it may have come to recent concern, most of the banks were beaten by an unknown source luring its customers to accidentally reveal their account details. An email was sent out to customers stating that their account details needed renewing and that if they followed simple steps provided they could renew their accounts adequately. Some Net Bank customers have been deceived into providing their Net Bank client number and password as a result of a spam email which was widely circulated in UK. As none of the customers were aware that such a scam could happen, they gave their Login IDs, Passwords and account information away to very deceitful criminals. 2.7 An outcome about online banking security and its future In the analysis for online banking security, many precautions can be taken in order to prevent trouble occurring in regards to account details, personal details and security information. Customers of online banking must play their part in securing online banking by helping to safeguard information, which can be done by protecting their Logon ID and Password from misuses. These may include things like not telling other people their Login ID and/or Passwords, not using public computers to access their bank account information and being able to tell the difference of a secure and non-secure website. The future can only hold a solution for the current problem of online security, which can be solved in many different ways. Its best to avoid internet banking for the current moment and wait until there is an upgrade on its security. As many consumers are still nervous about using the internet for banking, the issue of security will be a thing of the past, just at this particular moment it shouldnt be overlooked. Chapter 3-Research Methodology 3.1 Evaluation of five E-Banking Sites in the UK There are two distinct models of E-Banking sites: Pure Cyber banks; e.g. in the UK, Cahoots, Egg, First Direct and Smile, which only have an Internet presence; Traditional banks that provide E-Banking to complement retail banking, e.g. In the UK, Barclays, Nationwide and HSBC are some of the traditional banks that have an Internet presence to complement their brick and mortar branches. Not all the banks offer the full range of services on the Internet; banks in both the aforementioned groups offer a wide range of services. These include personal banking, commercial banking for both small businesses and large corporations, loan application services. Financial services such as applying for an Individual Savings Account (ISA), opening an E-Account, applying for a mortgage, etc. 3.2 Methodology for Evaluation of E- Banking sites: I chose five E-Banking sites: Egg, First Direct, and Smile in the pure cyber bank variety, and E- banking sites of Nationwide and Barclays, which also have physical branches. Aims and objectives: To determine the ease of applying the evaluation instrument based on the e-SERVICE framework; To demonstrate that an E-Commerce environment should not only have a usable Web site in conventional HCI or Usability terms, but should provide service quality that meets or exceeds the customers expectations. 3.3 Research Method The research method involved conducting heuristic evaluations of the E-Banking sites. Heuristic evaluations involve inspecting the user interface to check its conformance against a set of heuristics or design principles (Nielsen, 1993). The heuristic evaluations involved two steps: 1. First of all I conducted usability heuristic evaluation. We applied an evaluation instrument consisting of several sub-heuristics of the usability heuristics approach. Provide an effective home page are: Ensure intuitive access and logical progression to key user tasks; Integrate clear yet usable branding; Ensure visual elements do not compromise usability; Terminology should relate to the users tasks and not marketing speak; Provide appropriate Metaphor for navigation from the home page; Simplicity or busy is either appropriate? The heuristics in Table 2 and the sub-heuristics in the usability evaluation instrument (which is available from the authors) were derived from several sources in the literature and Web sites (e.g. www.usableweb.com, Nielsens www.useit.com, IBM Web guidelines). The list of heuristics was also refined and updated during the authors experience of conducting usability evaluations of E-Commerce sites as a part of their consultancy activities. 2. Secondly I conducted heuristic evaluations of the five sites with respect to the e-CRM heuristics using the e-SERVQUAL evaluation instrument. (Based on the e-SERVQUAL framework). Table 2: Usability Heuristics Provide an effective home page Design a natural and manageable structure Provide an aesthetic minimalist Design Enable easy and intuitive navigation Ensure Consistency Support the User I considered the customer task scenarios listed in Table 3. The customer task scenarios presented here describe key situations of customers interaction with an E-Banking environment. Task scenarios are realistic, concrete and specific and help to guide the evaluator through heuristic evaluations. The evaluator (usability expert) interacts with the E- Commerce site to role-play a stereotypical customer and conducts the customer task scenario. While walking through the scenario and navigating through the site, the evaluator checks for the sites conformance against the heuristics, and makes a note of situations in the scenario where the E-Commerce environment does not adhere to the heuristics. Chapter 4- Research Findings 4.1 Internet Banking Internet, a global system of computer networks, first appeared in 1969 under the name Advanced Research Projects Agency Network in the United States (PBS Online, 2003). At present, about 13 millions serves are linked to the Internet across the globe, 99 per cent of which are located in advanced countries (CSE Online, 2003). Many banks use the Internet to offer services for both domestic and foreign consumers. At an advanced level, Internet banking is called transactional online banking, because it involves provision of facilities such as accessing accounts, funds transfer and buying financial products or services online (Karjaluoto, Mattila and Pento, 2001, p. 348). The Internet also helps banks penetrate other financial markets without requiring their physical presence in those markets. Miklaszewska (1998) identified four roles for the Internet in a modern banking industry. First, it facilitates financial transactions between banks and their consumers. Second, it gives financial institutions permanent access to financial information. Third, the Internet connects a banks head office to its branches. Finally electronic banking lets customers check their account information, pay bills, transfer funds between accounts, and perform other functions. Customers will soon have access to additional services such as online stock and bond trading (Miklasewska, 1998, p. 283). The Internet gives financial institutions various opportunities to conduct their various financial transactions. It enables banks to introduce international payments. It also helps banks cut time, money and risk. Many transactions can be done through the Internet. Availability of data through the Internet helps both banks and consumers reduce risk-taking in their financial transactions. Usually banks use Internet for publicity purposes, which include informing the public about the characteristics of financial products (e.g., commission rate, type of accounts available within the bank, interest rate on lending and borrowing, etc.). Large banks such as Citibank offer On-line LC issuance services to traders and cross-border finance facilities to foreign investors. Respondents noted that the response to those Internet services is high. Internet improves banks delivery system. But, the branch remains the main channel for delivering banking services in developing countries. Individuals still prefer face-to-face banking rather than buying financial services via the telephone or the Internet. The removal of barriers on the use of new technologies would encourage banks to invest in e-commerce and TV banking. The Internet improves two essential factors in global banking businesses: time and location (Oxford Analytical Citibank, 1999). The time needed to access bank services through the Web is extremely short. The Internet is also available everywhere in the world. As a result, Internet technology has globalised the banking industry; many banks use e-banking to expand their market share abroad. This section has shown that the Internet is a means to penetrate new markets without a physical presence in the host country. It enables banks cut their costs and to provide large packages of services in short space of time. The result is an increase in banks output levels and boost in their profit margin. 4.2 Advanced Information Technology and Banking Efficiency The Internet increases banks efficiency by helping them reduce the cost of producing and delivering financial services. The Internet alters the pricing strategy of the banking product. Banks price their products at the right level for the ‘electronic market. The price of financial services is usually lower via the Internet than in the branch (Jun and Cai, 2001); this has made the Internet an attractive banking environment for clients. As profit margin decreases, new products are delivered through new channels, retail services and securities being the main areas of change. Global banks also use the Internet to expand their activities and to earn new market share (Oxford Analytical Citibank, 1999). The Internet enhances competition in the banking sector as many non- banking institutions offer their services through Internet channels. Banks also face severe competition on the lending side from global markets. Financial service clients have access to all information about products (e.g. pricing and characteristics) through the Web. This has increased transparency and reduced the cost of financial instruments. Therefore, banks have to apply different mechanisms for pricing their products. As shown in Table 1 the number of banks branches will decrease as electronic distribution channels become more popular. Internet also enhances the delivery of large range of financial products. These improve banking efficiency by facilitating payment processing. The goal is to attain high value-added products. The Internet plays a vital role in the key challenges facing Financial Services Institutions today. It provides a tremendous opportunity for Financial Services Institutions to reduce transaction costs, exploit new markets and roll products much faster than was possible via traditional channels (Banker, 2000, p. 4. Bank managers stressed that the Internet enhances the global competitiveness of financial institutions by increasing their output levels.4 The Internet is also a means to manage business-to-business5 or business-to-customers transactions effectively. A strong Internet infrastructure is necessary to allow banks improve their electronic data interchange.6 Co-operation between telecommunication firms and financial institutions facilitate the modernization of online banking. Increased capital investments and clear rules for online banking also fosters the growth of e-business activities and enhance market transparency (interview notes, 2003). Finally, bankers surveyed in this research believe that the Internet is a means to boost the relationship between providers and users of financial services in the marketplace. The Internet allows market participants to access all the standard banking services at a low price. This motivates individuals and investors to purchase large packages of banking services via the Internet. 4.3 Problems Associated with the Advances in Information Technology The major problem facing Internet banking is the physical delivery of cash. Clients regularly receive financial information through banks Web sites. Nevertheless, it is impossible to make a physical delivery of cash through the Internet. Clients also require instant access to products prices and financial information. The very concept of the end-of-day is meaningless in the world of e-commerce, where customers may be anywhere in the world and demand consistent and instant levels of services (Banker, 2000, p. 6). Banks should promote innovation to become more competitive. The Website must also complement branch services, meaning that products offered via the Internet have to describe how they supplement or replace services available inside the branch. Advantages of e-banking: Low costs (particularly fixed costs); Cross-border expansion; High franchise value; Strength link with customers; Market share growth; Financial information potential; Simple to access. Disadvantages of e-banking New competitors; Complicate services valuation; Development costs; Low security. Source: Salomon Smith

Use of Literary Techniques to Characterize Rachel in Cisneros’ Eleven E

Use of Literary Techniques to Characterize Rachel in Cisneros’ Eleven In â€Å"Eleven†, written by Sandra Cisneros, Cisneros uses literary techniques such as diction and imagery to characterize Rachel’s character during her transition from age ten to age 11. These literary techniques help to describe how Rachel feels in certain situations while also explaining her qualities and traits. Through the use of these literary techniques Cisneros also collaborated on Rachel’s feelings when she was other ages and how she felt at that time during her life. The diction that Cisneros uses is descriptive. Her words help explain Rachel’s feelings more in depth. In the opening line of â€Å"Eleven† it states, â€Å"what they don’t understand about birthdays and what they never tell you is when you’re eleven, you’re also ten, and nine, and eight, and seven, and six, and five, and four, and three, and two and one.† From this quote Cisneros paints a picture of how Rachel feels about turning eleven. She shows an idea of how Rachel will be acting throughout most of the story. Not only does Cisneros use that lin...

Forced Busing does NOT Work :: essays papers

Forced Busing does NOT Work There are many reasons why forced busing is not an adequate way to solve the segregation problem caused in the early twentieth century. For example, many minorities are against forced busing. In Milwaukee, sixty six percent of the urban population is against forced busing (Williams and Borsuk, 1999). This is very surprising considering that minorities are the very people that forced busing is aimed at helping. Why would minorities despise a program designed to benefit them? Busing minorities to primarily white schools is basically telling minorities that they can’t be educated adequately without sitting next to white people (Kreyche, 1992). This is extremely degrading for minorities. Professor Kevin Brown who has completed many studies concerning forced busing concludes that the initial reason behind forced busing was fewer resources in black schools. Brown states that the current reason for forced busing is the absence of white students in black schools. Forcing students of different ethnic backgrounds to sit next to each other is by no means integration (Coeyman, 1998). This practice is actually creating a hot zone for racism. Studies have shown that elementary school children seem to be unaffected by race. However, once these children become middle and high school students, society seems to come down on them and the students align themselves along racial boundaries (Amor, 1995) . Mandated busing gives the impression that whites are superior and blacks are inferior because the government tells them that blacks needs whites to receive an education. This argument comes to a head when the students sit next to each other in a high school class. The recent studies conducted by the American Psychological Association are not the first to focus the factors that influence how people learn. The vast majority of the studies show that the main factors influencing learning are biological factors and family conditions. Researchers have concluded that students are born with different learning capacities, which are reinforced by the way their families feel about education. Students who come from families with one parent or a family with a parent or sibling involved with crime tend to learn at a slower pace than do children who come from families with two parents. Minority students come from â€Å"broken homes† more often than do white students. Hence, the conditions within the school may not be the reason for lower test scores among minorities.

Determination of nickel Essay

INTRODUCTION EDTA (Hâ‚„Y) is widely used to determine metals in complexometric (a volumetric analysis where the formation of a coloured complex is used to indicate the end point of a titration) titrations as it forms stable complexes with most metal ions. EDTA is a tetracorboxylic acid and in alkaline conditions, it exists as Y⠁ ´Ã¢  » ions, which form 1:1 complexes with metal ions like nickel(II) ions: Y⠁ ´Ã¢  » + Ni ²Ã¢  º NiY ²Ã¢  » A metal ion indicator (an organic dye which changes colour when it binds with metal ions) shows the end of an EDTA complexometric titration. However, for a metal ion indicator to be suitable in n EDTA titration, it must not bind as strongly with metal ions as EDTA does. Murexide is therefore suitable. AIM The aim of this experiment is to determine the percentage of nickel in a nickel(II) salt using EDTA. Approximately 2.6g of hydrated nickel(II) sulphate was transferred to a weighing bottle and the contents weighed and about 25cmá ¶Å¸ of deionised water was added to a 100cmá ¶Å¸ beaker and the nickel transferred to the water. The bottle was weighed without any remaining salt and then the mixture was stirred until the solid was dissolved before the resulting solution was transferred to a 100cmá ¶Å¸ standard flask. The beaker was then rinsed several times with deionised water and the rinsings were added to the standard flask. The solution was filled up to the graduation mark with deionised water and the flask was stoppered and inverted several times to mix the contents. The burette was rinsed with 0.01moll⠁ »Ã‚ ¹ EDTA and filled with the same solution. The 20cmá ¶Å¸ pipette was rinsed with a little of the nickel salt solution and then 20cmá ¶Å¸ of it was pipetted into a conical flask. The solution was diluted to about 100cmá ¶Å¸ with deionised water and murexide indicator (approximately 0.05g) was added to the diluted nickel salt solution along with appromimately 10cmá ¶Å¸ of ammonium chloride solution. The mixture was titrated with the EDTA solution and after and after the addition of about 15cmá ¶Å¸ the solution was made alkaline by adding  approximately 10cmá ¶Å¸ of 0.88 aqueous ammonia (concentrated ammonia solution). The titration was then continued to the end point, shown by the first appearance of a blue-violet colour. Titrations were repeated until two concordant results were obtained. RESULTS Mass of 1 Mole of NiSO4.6H2O: 262.8g Mass of 1 Mole of Ni: 58.7g Theoretical Percentage by Mass: Volumes of EDTA used in titration: 1st : 20.2cm3 2nd: 20.9cm3 3rd: 20.4cm3 Average: 20.5cm3 Moles of EDTA used = 0.1 x 0.0205 = 0.00205 Moles EDTA reacts with Nickel in a 1:1 ratio, so the number of moles of Nickel in 20cm3 of the salt solution = 0.00205Moles Number of Moles in 100cm3 = 0.00205 x 5 = 0.01025 Moles Number of Moles of Ni2+ in 2.6g of Nickel salt = 0.01025 Weight of Ni2+ in salt = 0.01025 x 58.7 = 0.601675g CONCLUSION % Mass of Nickel in salt = 0.601675 à · 2.60 = 23.14%

National Statistics of Health Essay

Government statistics The office of National Statistics providing a large range of health and care issues, Publications includes Social Trends and, for more detailed information on health issues, Health Statistical Quarterly. The publication provide a wide range of statistics on birth rates and death rates; infant mortality rate and suicide rates as well as appointments GP’s surgeries and hospital admissions, and these are looked into as social class, gender, age and geographical location. Government statistics also includes the morbidity rates rather than just the mortality rates, which is the amount of people in a specified period of particular diseases in probably a year. They question if it has increased or decreased, then for to be more open and specific they look in to sex, age, geographical location and social class. They will precisely measure the morbidity rates, measured in terms of prevalence of a disease; the total number of cases of specific disease in a certain time and population. Mortality rates and infant mortality rates are usually made for a indicator of health and well-being of population as a whole. Health and well being may be declining within those groups is assumed is a sign, when they are higher or rising in a particular location, or among a particular social group leads to this lie in their social and economic environment. Mortality rates are collected from the official and necessary registration of death. Mortality rates are gathered from the different sources counting GP and hospital appointments, hospital admissions and the registration well known diseases. There has been more according of measuring levels of ill health. Difficulties in measuring health Always important to quote the source of the data when referring to statistics and using them in your work. Statistics should always be treated with awareness. You may not get an accurate picture of health and ill health when the statistics are gathered from official sources. For example some people who aren’t ill assume they are and attend to the doctors, and the ones that are don’t proceed to go to the doctors. Doctors could also assume two different diagnoses, for example one of the patients has been described as depressed just because they feel low and have no energy, as the other patient could be diagnose by post- viral fatigue syndrome. Another doctor  could simply say it’s an result of just them not wanting to go to work. Social class and patterns of health and illness Social Class is linked to health because of four different reasons highlighted in the Black Report, The artifact approach is where the data between the higher and lower classes is not accurate enough, it’s a result of the way the data is source and collected. The social selection explanation is when people who are fitter and in better health have a better chance of being employed in better jobs. In comparison to people in lower social groups according to this theory will suffer more ill health and premature death because they are naturally less healthy and fit. Cultural explanations is when lifestyle choices are made regarding diet, smoking, exercise have an impact and make people less healthy than others in the higher social groups. People from the lower class occupations work in more manual situations than the upper class occupations. This can have a bad effect on the manual workers health as they are exposed to lifting and harmful environments. Statistics are treated with c aution however there is a great amount of evidence that health, ill health and life expectancy are unsure according to social group and importantly social class. People with a higher class are living better and enjoying better health, rather than the lower social group. The Black (Townsend et al), report the most influential modern studies that consider the reasons of differences. And following of by that are the Acheson Report (1998) defining and explaining comprehensive explanations of the relationships, with in the social and environment factors and health illness and life expectancy. The Black Report introduced four types of explanations of ways that will account for the differences in levels of illness and life expectancy, experienced by variety of social classes. The researches were made to think that the changes in health and well being were affected by how much their pay rate is; their income which then affects the environment they live in, quality and housing. There are four sociological explanations, 1 the statistical artefact explanation, 2 material or structural explanations, 3 cultural or behaviour explanations and number 4, the natural or social selection. The statistical artefact explanation The Black Report explains that the differences could not be defined by the point that the statistics produced a biased picture. They disagreed with people in the lower social class had a higher number of older people and people working in the usual ways to be in more dangerous industries , and would expect that they would have higher levels in illness, then the more younger people working in offices, cal centres and the other services industries. This shows that it’s not much of a social class more about the age, structure and patterns of employment of people, in the lowest classes which really describe the differences. Recently there has still been shown of links between the low social class and high levels of illness and lower life expectancy even when it has been researched for the bias in employment and age. Natural or Social selection The reason for illness is apparently associated to having low wages, poverty, poor housing making people ill in the lower social class. It’s also been said that there is higher infant mortality rates and lower life expectancy for adults; however, it is the other way round. The people in the lower social class being in poor health aim for promotions and success. On the other had this explanation for sociologist is denied , they think because there is evidence to show that ill health is caused by the deprived reason other than making it happen. Cultural or behavioural explanations This concentrates on the choices and life decision people make, their life styles and behaviour in the lower social classes. They explain evidence with people in lower class, smoke more, drink more, eat more junk food and have lack in exercise, according to having a poor life style. Also are more likely to die of heart disease, form of cancer, bronchitis and diabetes all because of the poor lifestyle choices. They smoke and drink to help them cope with their life difficult circumstances that come across, not the other way round. Material or structural explanations The material explanation is known to think the social groups for whom life expectancy is less, and the infant whom mortality rates are to go higher. Suffering poorer health then the other groups, straight forward explanation for that are inequalities in wealth and income. Poverty occurs when having  low incomes, which then leads to having poor diets, lacking in everything else they need to live every day.

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).

Issue 15 yes 2510 Essay Example | Topics and Well Written Essays - 250 words

Issue 15 yes 2510 - Essay Example assessment covered studies that had information on Africa, calculated cost and effectiveness, transmission rates and methods, drugs prices and their availability. The data from the studies were a spun of thirteen years. In most of the studies, the investigators depended on cost from the provider perspective only. Therefore, in order to ensure a wide comparability among the interventions, the report gives a standardized cost and effectiveness data (Haacker 25). However, the report has several limitations. The information was limited since not all the studies focused on the same things. The cost data was not enough to under go a standardized analysis. In addition, the study may underestimate the effects of some of the interventions. Therefore, the interpretation needs caution (Haacker 26). Despite the challenges in coming up with data, the information can still be accurately used to advice on the intervention in Africa. This is because it shows that despite the little information provided, it gives the direction needed to fight the spread of HIV/AIDS in Africa. The studies show that preventive methods are to be in place first, and then followed by the treatment cost on those already affected. Thus, the interventions potential maximizes and results to a general cost-effective mechanism (Haacker