World Religion

1. His Holiness the Dalai Lama has been seen in the media more than any of his predecessors, which is understandable since his period of reign is much more technologically advanced compared to the others. He has been going to places like Australia, United States, and United Kingdom to give teachings and talks to the followers of his religion. His fight for the independence of Tibet from China is notable. He believes in the sacredness of his religion and the rights of the Tibetans to live independently from China's rule. Although he is presently living in exile, he is still trying to instill the Tibetan culture and tradition to his followers by establishing the Tibetan Institute of Performing Arts and the Central Institute of Higher Tibetan Studies. He has become political in a way due to trying to strengthen his ties with different countries. More recently, there were reports that His Holiness â€Å"attempted to incite sabotage of Beijing's Olympic Games in August 2008† (Telegraph. co. uk, 2008). However, this claim was denied by the Dalai Lama when he stated that â€Å"he did not support a boycott of the Beijing Olympic Games† (Thomson Reuters, 2008). While it seems better when His Holiness focuses on his religion and tries to win the independence of his kingdom, this would be impossible because of how the media has improved at this time, which gives him, his religion, and his people more exposure to the world than the previous Dalai Lamas. 2. â€Å"Yin/Yang is a symbolic representation of the universe that embodies the concept of change, relationships, patterns, process, or flow from one concept into the other, at all levels of existence† (Diamond, 2000, p. 51). One of the areas where yin/yang can be applied is in the field of medicine. Balance is important in a person's health. There are those who experience too much pain that they would try other untraditional ways just to relieve themselves of the pain. When there is imbalance, traditional Chinese medicine practitioners correct a person's health through â€Å"acupuncture, herbal remedies, exercise, diet, and lifestyle† (aworldofchinesemedicine, n. d. ) because these things would restore the balance and health of the person.

ECPE Essay about single parrent families Essay

The Family structure has changed significantly in the last fifty years. With higher percentages of marriage ending in divorce, and higher rates of childbearing out of wedlock, single parent families are increasing rapidly. Seventy percent of all the children will spend the all or part of their lives in a single-parent household. Studies have shown that the children of these families are affected dramatically, both negatively and positively. It is never a childs decision to only live with one parent. There are many ways that single-parent homes occur. Some of these ways include unplanned pregnancy, divorce, the decision to be a single parent by choice, and death of a spouse. In every case families are disputed greatly. Parents might experience depression, emotional problems etc. but the child is affected the most. It is ideal for a child to be living with both parents for many reasons that will affect the child’s emotional development. Even if the parent living away from the child visits often it does not make up for times where the child might have needed the parent. Lack of parental involvement can harm the child in many ways. With less parental influence in single parent homes the children might experience difficulty in school. With a grasp of a healthy marriage of their parents, children might have problems later in life with holding a job and having strong healthy relationships themselves. Studies have shown that children coming from a disrupted family significantly increases a young adult’s risk of experiencing social, emotional or academic difficulties. Aside from all the negative things a child growing up in a single-parent family might face the child will become more independent and responsible at an earlier age. Being forced at an early age to have more household responsibilities helps children later in life to be mature and make decisions for his/herself. Learning skills early can be applied to them later in life. The children also have higher self-esteem, because they that they are capable of facing problems, and taking on tasks. They know that they can’t rely on both parents to meet all their needs. Even though the ideal family is a dual family, children living in a single-parent home might face problems financially and economically which doesn’t mean they can fare off as well rounded adults later in life. As long as there are the established kinds of basic support given to the child, we do not need to target mothers or fathers for the breakdown of society. Every type of family has faced problems. As long as we acknowledge parents struggle to fight for their best for the kids and accept that they are not perfect.

Hydraulic Fracturing & Policy Actions in New York Research Paper

Hydraulic Fracturing & Policy Actions in New York - Research Paper Example The country has several potential sites for oil deposits which recently have been explored by oil-drilling companies. The latest innovation on oil drilling techniques has opened opportunities for the United States to become oil dependent, opening abundant supply of natural gases which the US didn’t have several years ago. One of the newest techniques being used for extracting high volume oil is called â€Å"Hydraulic Fracturing†. Even though this new technique would open up a big opportunity for the United States to become self-sufficient on oil, there is still manifold repudiation on the ratification of the proposal on several states as bunch of claims were raised that this type of gas extraction might come at the expense of the health of the public as well as the environment. Many government agencies proposed policies in order to regulate the natural gas explorations in various states in the country. This particular study focuses on the pathway of the states of New Yo rk alongside Pennsylvania in the writing of parametric policies that will regulate the oil-drilling operations and at the same time to protect the public safety by ensuring prevention of contaminating the water supplies and precluding some other side effects of Hydraulic Fracturing from taking place. What is Hydraulic Fracturing? â€Å"Hydraulic Fracturing is the propagation of fractures in a rock layer caused by the presence of a pressurized fluid. Hydraulic fractures may form naturally, as in the case of veins or dikes, or may be man-made in order to release petroleum, natural gas, coal seam gas, or other substances for extraction, where the technique is often called frackin or hydrofracking.†Ã‚  frackin  or  hydrofracking.† Since there are solid rock formations underneath the soil, hydraulic fracturing also uses chemicals and other substances in a form of highly-pressurized fluid that will fracture the rock formation paving the way towards the recovery of fossil fuels which are later to be converted into various petroleum products. In the United States, Hydraulic Fracturing is defined as â€Å"†¦is the process of utilizing pressurized water, chemical additives, and physical proppants to fracture rock layers and release petroleum, natural gas, or other substances so that they can be e xtracted.† Proppants are substances in forms of sand or fine coarse to prevent drilled holes from closing when operations are tentatively ceased. Hydraulic Fracturing is also common outside the United States. In Canada, though they have started the drilling operations by fracking in the 1990s, complaints about its safety as verbalized by the concerned and affected residents arose only after eleven years. In Australia, hydraulic fracturing is also very common; however, there were reported breakage or leaks on the pipes used for extraction which as per the report has contaminated the water supply in some parts of Australia. This has triggered the national and local governments in Australia to regulate the oil-drilling operations by potently prohibiting the inclusion of chemicals in the drilling process. Some other countries which use hydraulic fracturing are New Zealand, South Africa and the United Kingdom. Further, France had also used the technique but was eventually sent to c losure after manifold public complaints. THE HYDRAULIC FRACTURING AND POLICY ACTION IN NEW YORK 4 The environmental and

Program Theory Essay Example | Topics and Well Written Essays - 750 words

Program Theory - Essay Example Funnell and Rogers (2011, 58) stated that an effective social policy/ program needs to be able to overcome constraints arising from institutions, human resource, finance, and even politics that might be involved. In developing a social policy/ program, Funnell and Rogers (2011, 75-77) further noted that a theory is usually developed around the policy/ program, and it presents a feasible and plausible plan for improving the underlying social problem; this theory is usually known as the program theory. This present paper will focus on a social problem and the social program theory that has been proposed as a likely remedy to the social problem. More in particular, the paper will discuss the social problem that needs to be fixed, the solution that has been proposed to fix the problem, the likely outcomes after fixing the social problem, and how one can tell whether this social program has been fixed or not. The social problem The social problem that this present study proposes to fix is unemployment among graduate students. The root of this problem can be traced back to the economic recession that hit the United States in the period of 2008 to 2010, resulting into many job losses (Rushe, 2013). Moreover, in the run up to the last Presidential elections in the United States, the candidates were put to task on the social policies/ programs that they will implement to solve this problem, which has far-reaching detrimental consequences if it remains unresolved. Rushe (2013) stated that so far the Obama administration has been able to reduced the unemployment rate in the country because in the month of August, the rate of unemployment had decreased to 7.30%, which was an improvement compared to the previous rate that stood at 7.40% (Rushe, 2013). However, it is of essence to note that this rate is still quite high considering that the average rate of unemployment in the U.S was only 5.82% in the period of 1948 to 2013, and 1953 marked a record low of 2.5% while 1982 ma rked a record high of 10.82% (Rushe, 2013). Therefore, there is still a dire need of creating more jobs in order to absorb the unemployed, and even resolve some of the vices that are associated with unemployment within the society. According to Rushe (2013), this social problem is relevant in justifying the development of a new policy because creating more jobs will improve the living standards for American citizens, it will reduce the social crimes attributed to unemployment, and it will contribute to economic growth for the country. The program theory In relation to the social problem that has been identified above, this present study, proposed a program theory that reads as follows; â€Å"employed an engineering student is USA.† This theory acknowledges the social need that graduates need to find gainful employment in order up lift their living standard and make worthwhile contribution to the economic development of the country. The input that is under this program theory is for America to nurture more engineering students. Therefore, the output of this program is that the more engineers the U.S has the less the country will experience issues of unemployment. The impact of the program theory is increased rate of employment and the long-term goal is improved living standards for Americans and even improved economic development. The program theory is based on the premise that the engineering profession and in particular science and engineering has led to the creation of new

The True Crime Book Publishing Industry Essay Example | Topics and Well Written Essays - 4000 words

The True Crime Book Publishing Industry - Essay Example The first is the obsession with death. The second is the obsession with the human capacity for evil, the ability to wreak destruction and chaos and take lives, fates, into mortal hands.3 Reflecting upon these two factors, anthropologists and psychologists have argued a very interesting thesis. The monsters which populate works of literature, pulp fiction, urban legends, myths and fairytales, are not the un-human creatures they are depicted as but metaphorical representations of the inhuman human.4 The historical inability to confront and acknowledge the capacity for evil which resides within man, to accept that the mysterious deaths and disappearances which have shocked communities over the centuries are, indeed the doing of men, not of un-human creatures, the collective imagination sought the creation of the monster-myth as a protective device against this reality.5 With the evolution of the media (the mass communication of messages) whether through the songs of the troubadours who roamed towns and villages, or the printing of the written word acknowledgement of the inhumanity of man was forced upon the human consciousness.6 Much of the early media, dating back to the thirteenth century, revolved around these inhuman humans. The fascination and interest they engender and continued to arouse throughout the centuries, to the extent that some, whether Val Drakul or Jack the Ripper, evolved into legends around which cults developed, testified to the human obsession with the killer, the murder, the criminal.7 The publishing world is founded upon the exploitation of human obsessions and interests. As with any market, the publishing world is geared towards the identification of existent demands, be they latent or expressed and response to those demands.8 If people are fascinated with the capacity for evil which resides in others, are obsessed with the workings of the criminal mind and derive some perverse pleasure from reading about, or seeing, others defy authority and defile the supposed sanctity of life, publishers will, as they always have, exploit that for the purposes of profit.9 While the term, exploitation,' holds innately negative connotations, it is not intended as a value judgment against the publishing business. As a business entity, it is incumbent upon publishing firms to identify consumer tastes, investigate new markets and explore the potential for growth in existing ones. Like any other profit-making concern, it is founded upon the imperatives of consumer satisfaction. Consumer satisfaction, itself, is predicated upon identifying and satisfying unexpressed tastes and predilections, and not only the expressed ones.10 The crime and true crime publishing industry did not create a demand for this product where none existed but catered to an existent demand, gradually working towards the delineation of a well-defined, every growing market.11 The historical evolution of the true crime publishing market is exceedingly difficult to trace. Over five decades ago, the director of the University of Chicago Press, W.T. Couch attempted to do just that, concluding with a concession regarding the virtual impossibility of the task.12 The fascination with true crime,

The Myth of Bermuda Triangle Essay Example | Topics and Well Written Essays - 750 words

The Myth of Bermuda Triangle - Essay Example As the paper outlines, no US government file has identified the location of Bermuda Triangle or for that matter, the Board of Geographic Names; still the name is synonymous with the mystery as a number of ships have disappeared, as is acclaimed without providing any logic behind their disappearance. Let’s focus on the geographical positioning of the Bermuda Triangle, which is considered to be off the Southeastern coast of the United States in the Atlantic Ocean, with its vertices touching Bermuda, Miami, Florida, and San Juan, Puerto Rico, roughly grounded in 500,000 square miles (Obringer, 2012). The adjective ‘Devil’ was associated with Bermuda because once Bermuda was called, â€Å"the Isle of Devils.† It is because the reefs surrounding the area are quite tricky to the sailing ships, resulting in the wreckage of sailing ships. An object becomes a mystery when the logic behind extra-ordinary happening near that object is not cross-checked, and rumors tak e a full circle, thus, making people believe in the reality of such rumors. The same is the case with the Bermuda Triangle where, it is stated that not only ships but aircraft also disappear while hovering over the mysterious region, called Bermuda Triangle. Actually, reports of sinking ships have not been authenticated by some government body, such as the U.S. Coast Guard, which finds nothing particular in the number of ships meeting with accidents in the region. It seems that the media have used the incidents of missing ships as a ploy or cheap propaganda to boost their magazines’ sale. A deeper analysis of the past happenings leads to believe that imagination was allowed to flutter its wings in the air freely, as no serious attempt was made to halt the propaganda. Ship accidents surrounding the Bermuda region have been linked to alien abductions or giant octopus, but research on marine accidents by Norman Hooke for Lloyd’s Maritime Information Services rejects the e xistence of any such mystery over the Bermuda Triangle. Any accidents caused were related to bad weather conditions only. Further research has also proved that some major casualties had taken place, but these occurred far away from the stated Bermuda Triangle (Obringer, 2012). The scientific evidence based on computer-aided research of ocean floors revealing that huge methane gas explosions had been taking place under the sea-bed, specifically over the Bermuda Triangle region seem to be more convincing, but more evidence is required to believe in the scientific theory of the sudden eruption of methane gas in the form of a mega-bubble, not only swamping ships but projecting upward in the air, also engulfing airplanes (Cat, 2010). The scientific base of the methane gas bubble is that when a ship comes in the contact of the methane mega-bubble, the ship becomes devoid of all buoyancy and goes sinking to the bottom of the ocean. If the circumference of the bubbles is large enough and it is sufficient in density, the methane bubble can also force an aircraft to dive to the bottom of the sea without creating a system alert? The possible explanations that aircraft engulfed in the methane bubble stops the engine, and-perhaps inflames the methane around, causing instant loss of flight, as the airplane dives into the ocean. The scientific explanation of the mystery surrounding Bermuda Triangle seems to be doubtful in the absence of any reliable reports of ships and airplanes almost engulfed by such a bubble.  

The Relationship of Human Animals versus Other Animals Article

The Relationship of Human Animals versus Other Animals - Article Example The book explains that there are many cases of chimps being raised up in a similar manner to the human children. The entire novel is thus based on these issues. Several novels explain the aspects of the cross fostered chimps. For example, The Ape and the Child describe the Kelloggs, Next of Kin discusses the Washoe, and also the Ape in Our House illustrates Viki Hayes. Nim Chimpsky is illustrated in the novel, The Chimp Who Would Be Human. Maurice Termerlin authored a book referred to as the Lucy, Growing Up Human. The author, Karen Fowler, illustrated adequate knowledge on the chimps. One analyzed area involved the environments that the chimps reside in. These environments are diverse and they include the laboratory environment, the preserve environment, and the natural o wild environment. The knowledge acquired by the author on the chimps aimed at understanding the behavior of Fern, through the nonfiction accounts. The author also participated in the chimposeum, which took place in Chimpanzee and Human Communication Institute that is based in Washington, so as to study the chimps that reside there (World Fantansy Convention 207). The literary work applies the technique of developing stories from the middle. Lowell explains to her sister Rosemary the issues surrounding the scientific works of her father. Lowell illustrates that their father assumed the uniqueness of Fern from the human, through a careful and scientific approach. Thus, Fern had the chance of proving herself in all stages. Lowell explains that it would also be scientifically acceptable to begin from the other end; assume the similarities between Fern and the human children, and then show the difference evidence. This would have been relatively Darwinian, according to the kinship assumption. The reader is expected to view the kinship assumption in a similar manner.

Statistical Analysis System (SAS) Software Essay

Statistical Analysis System (SAS) Software - Essay Example Some of these advantages include; It is quite interesting in the manner the company has recognized the behavior of most technology-savvy people of the present age. As the world continues to face new realities in the wake of technological advancement, young people tend to develop the urge to dress casually. Most organizations however have failed to realize this growing need and have not thereby relaxed the dress code. This is not so for SAS. Here, employees are free to dress casually and are therefore made to feel as part of the organization. The modern employee needs to grow and advance in their career. However, the opportunities for growth are normally very limited due to financial implications and time input. As such, most organizations do not provide these opportunities for their employees. At SAS, such opportunities are certainly abundant. Employees are greatly encouraged to enroll for further training courses at the institute or elsewhere in a bid to enable their advancement and organizational growth. The company has greatly invested in bettering the working conditions for its employees. The availability of plenty of recreational facilities and the well-tended and serene environment provide a very wonderful working environment that encourages creativity and innovation. Moreover, the employees are encouraged to work 35 hours per week. Above all, the company recognizes a good pay as one of the greatest employee motivators. The employees are therefore rewarded with very competitive salaries that greatly encourage them to give their maximum output. Moreover, a good salary scale ensures that the company attracts some of the best brains in the industry so that its mission and vision are better enhanced. In a world troubled by healthcare challenges, SAS recognizes the need to ensure that its employees are least worried by healthcare issues. As such, it has developed a very comprehensive healthcare

Film Analysis Paper Movie Review Example | Topics and Well Written Essays - 1000 words

Film Analysis Paper - Movie Review Example The old man who tells the story deserves a kind of special attention and it is James Garner. Gene Rowlands is the other key actress of the film who is the mother of Cassevetes. The film gives an impression of intimacy in romance and how it lasts until the final breath; and apart from this, how the partner is trying to convince his lover of his presence who lost her memory and fails to recognize him. And the viewer gets a kind of impression that the love is so intense that connects them together even after long years of gap in interaction. Hence, one can definitely say that life is a written notebook and its pages denote the life events. Furthermore, the notebook is the influencing factor for reuniting and strengthening the love and romance among the partners. The film â€Å"The Notebook† is an ever remarkable attempt of romantic story telling. The story is narrated so beautifully that one would definitely amaze watching it. The story begins in 1940, an occasion of carnival whe n the little boy Noah Calhoun and sweet Allie Hamilton meet each other for the first time. The interaction between them springs up with a blooming concept of love and intimacy in both. Noah takes Allie to an abandoned house which he intends to buy in future. But things go beyond their expectation that very next morning she shifts to her home town in Charlseston. Later in World War II both Noah and his companion involve and latter loses his life. Meanwhile, Allie serves as a volunteer in a hospital for the injured soldiers in the war where she meets Lon Hammond with whom she gets engaged. The return from the war makes him aware of the fact that he is left with no house to lay down his head. And Noah decides to possess the abandoned house which has a nostalgic feeling with his loving girl friend Allie. One of his visits to Charleston he finds that Allie is in love with Los, seeing them in an embarrassing view of kissing each other at a restaurant. After realizing and trusting upon Noa h she follows him to his native, specifically to the abandoned house. The twist of the film begins here as the woman who listens to the story is none other than Allie and the story teller is her husband. Meanwhile the incidents of Allies mother’s and Los’ entry to Noah’s land is also demonstrated as destruction of peace in their life. At that moment itself Allie makes a confession that she has been living with him for the past many days. It is also evident that two times Noah suffers from heart attack and recovers. Ultimately, Allie recognizes Noah and requests not to leave her thus they go to bed. In the climax both seem dead on the dead, an emotional, tearful ending of the movie. The movie received much attention due to an admirable role played by the respective actors. Every character portrays own role so magnificently that the film looked so realistically. The role played by Ryan Gosling as Noah is excellent and appreciating so is the Allie Hamilton portraye d by Rachel McAdams. Precisely, these are the two characters that play a significant role in the film, attracting the attention of the viewers. The role of Lon by James Marsden Gena Rowlands seems so wonderful in relation with the story and the way of acting. The film holds lot of similarities and resemblance to the original novel or story. From a personal point of view, the film could express the real sense of romance which was present in the original story. And no doubt the credit can be shared among the casting

Cause and Effect of violence in schools Term Paper

Cause and Effect of violence in schools - Term Paper Example In olden days, schools were considered as a sacred place where the teachers the priests and the students were the believers. However, schools become hells at present because of the unhealthy activities going on inside the campus and the strained relationships between the teachers and the students. The over influence of media like television and internet, improper care received from parents, child abusing, etc are cited as the major reasons behind increasing violent incidents in schools. This paper analyses the causes and effects of school violence. The major reason for the increasing violent tendency among school, children is the lack of care they receive from their parents during their infancy and childhood period. Most of the parents are professionals and they do not have enough time to look after the child matters or giving enough love and care to their children. Children forced to take shelter in day care centers where nannies take the role of mother. No nanny can give the same love and care given by the mother. Modern parents are comparatively more focused on their careers or profession rather than looking after the needs of their children. Many of them try to spend one or two hours with their children and at that time they try to behave like a friend rather than a parent. They are forgetting the fact that children need the love and care of a parent rather than a friend from their parents. The effect of above behavior is that children will never get the much needed care of their parents whereas they get friendship more th an what is required. Children who have been severely and repeatedly abused often become extremely aggressive. Theyre frustrated, angry, in some pain, not getting everything they want. They feel like victims. They have no concern about others -- they dont think about others. Its all about who they are and what they want (When Kids Kill) Some parents often punish their children

Human development Essay Example for Free

Human development Essay Life starts at conception. Immediately fertilization takes place changes and events occur that will determine the kind of person to be born. This research tries to find out the effect of early life on the later life of an individual. And if early life affects the later life of the individual, then do children who grow up in violent communities have a tendency to exhibit violent behaviors as adults? The research will apply the cross-sectional design. People who differ in age are studied at the same time. A comparison of age related changes and the social behavior is done. A hypothesis is put forward and a cross-sectional experiment is done to test it. One advantage of this design is that one can collect data from different ages of children over a short period of time. Stages of human development After fertilization takes place, the zygote is formed. The zygote undergoes cell division some hours after it is formed. It takes one week to reach the uterus. In the uterus there occurs implantation. The zygote makes connection to the blood vessels. This process takes about one week(Brian Scott, 2005). After the zygote completely implant into the uterus, it becomes the embryo. This stage occurs between the 3rd week and the 9th week. During this stage the human body structure start to develop. The internal organs also start developing. The embryo consist of three layers: the ectoderm, the outer layer; the endoderm, the middle layer and the endoderm, inner layer. The ectoderm develops into the skin and hair; the mesoderm develops into bones , cartilages and the cardiovascular system ; the third layer develops into the internal organs . The heart start beating after four weeks. By 8 most body organs can be seen in although not well developed. Brian and Scott, 2005 ). The embryo rest in the amniotic sac which contains amniotic fluid. This fluid protects it. The embryo is connected to the mother via the placenta and the umbilical cord. The development of the embryo follows two principles: the cephalocaudal i. e it develops from head towards the legs and the proximodistal – the parts near the centre of the body develops first e. g the arm develops before the hands (Lichtenberg Norton,1970). The third stage is the Fetus stage. This stars from the ninth week. At this stage, most body organs start to work. There is remarkable increase weight. During this period, the body systems like the respiratory system develop. The fetus can move and play in the uterus. It can hear the heart mother’s hear beat and the mother speak. It can detect flavor. The fetus’s senses are developed. The sensory influence can have a lifetime effect on the fetus. A research done by deCasper and Spence( cited in Lorraine ) shows that the last few months of prenatal developments can shape the life of the newborn infant. It can have either positive or negative effect on the infant. For instance extreme stress in the mother can have several effects: First, the stress tigress the production of hormones which reduces the level of oxygen consumption of the fetus. Second, stress may affect eating habits of the mother thus affecting the fetus in turn. Third, it may cause the mother not to take onto account resting, exercising and may influence her to drink. All these have negative effect on the fetus (Joseph , Sandraw,1994). The mother’s age. The mother’s age seems to have an effect on the newborn baby. For instance teenage mothers mothers are likely to have problems during pregnancy and during birth. This is because they may not have the resources and skills to give them a good prenatal care. Again children born by teenage mothers may have problems. However a study ( Leavitt, 1993) revealed that it is the environmental and economic background that affect the child and not necessarily the age of the mother. Also the prenatal care given to the mother determines the behavior of the child. Nevertheless, older women, over 35 years experience more problems during pregnancy than younger women. They also record higher rates of miscarriage and Down ’s syndrome (Cited in Nelson). In general, for a healthy pregnancy and healthy baby, the age of the mother should be between 20 to 35 years. Teratogens. : Drugs, deseases and environmental harzards. Teratotegen is anything that affect a pregnancy. Some teratogens are: Drugs: Many drugs consumed by pregnant women pose great danger to the fetus and the mother. This was discovered after a drug called thalidomide caused women to bear children with malformed body organs. Thalidomide was being used by pregnant women to assist them sleep Other examples of teratogens are alcohol, cocaine, caffeine, nicotine and cigarettes. Joseph Sandraw, 1994). Diseases: Some diseases do not have any serious effect on the pregnant women. However most viral and bacterial diseases have effect on the pregnancy. The most serious ones are AIDS, gonorrhea, syphilis and genital herpes. These may cause low immune system and various disorders in the unborn (Lichtenberg Norton, 1970). Environmental hazards: The wastes from the industries contain chemicals. These chemicals may be absorbed into the mother’s body in small quantities through breathing and drinks. These cause great damage to the fetus since they are teratogens. Environmental teratogens are more serious because the mother may not be aware that she is taking it. Thus she may not have control over it. (Joseph Sandraw, 1994). However some teratogens may be avoided especially those found in food as food additives. Freud(1954) suggested that life starts at birth. Most psychoanalysts of his time believed so. They believed that the brain developed at infancy. Winnicot(cited in Freud) did a research which found that the experience of the unborn is very important the infant. It could have emotional implications that could affect the person even as an adult. Winnicott observed children and saw that there very many differences. He noted that problems caused during labor could traumatize the baby who develops a lot of distress. He conclusively said that the experience gained in the womb remain in memory for a lifetime. In the womb, traumatized fetus even develops defensive mechanisms to face the expected trouble. Later research therapists conducted research and were able to conclude that early trauma created a lot of fear for the rest of the life of the infant. The feelings of anxiety, seeing being devoured by ogres, falling into a bottomless bit are as a result of early trauma. An example is given of an infant who was mistakenly exposed to cold in a very cold night (Lorraine). This child always dreamt lying in the refrigerator and this continued even after 30 years. This shows that early trauma caused the infant to expect disaster at any time. However the discovery of the effect of perinatal trauma on the life of an individual helped therapists to treat patients with problems related to early trauma (Freud, 1954). Recent research by perinatal psychologists, neurobiologists, experimental psychologists has shown great connection of fetal trauma to problems experienced later in life. Initially biologists used to think that the fetus had incomplete myelination of neurons and therefore it could not have memories. Research shows that the thinly myelinated nerves of fetus can transmit waves but at a lower rate. Joseph et al.. Thus the experience gained in the womb may make one to be aware of violence, disaster lack faith. With this in mind, parents have started to consider the unborn as part of the member of the family. A father who played a game with a baby and the mother found that the next baby easily learnt the game. These parents tried to avid any experiences that may cause fetal distress (Lichtenberg Norton,1970). Fourteen independent studies have shown the relationship between antenatal maternal anxiety and emotional distress in the child. Prenatal stages are likely to be affected by antenatal stress. These reports have suggested that maternal distress affect the fetus as evidenced by increased fetal heart rate (FHR). This is done by use of ultrasound and monitoring FHR over long periods of time. Both the experimental and distress –induced study design have been employed to achieve this. For a normal case, at about the 15th week of the pregnancy fetal movements exhibit a certain pattern. As developments progress the fetal movements become dependent on specific heart rate pattern. These patterns finally develop into sleep-wake patterns which characterize stable temporal origination near term. There is a relationship between body movements and FHR accelerations. Fetal behavior is organized in rest activity or sleep- wake cycle (Lichtenberg Norton, 970). Effect war and social violence Family violence and trauma caused by war are passed through generations. Adults who were exposed to abuse and violence are more likely to show violence to their own offspring. They have difficulty forgetting their past and live normally. War and violence are everywhere in our societies. Many ethnic clashes continue for years and our children are being exposed to their effects. The children are being thought that disputes are being solved by use of violence. This violence is passed from generation to generation. Research and behavioral science has began to confront the problems of children exposed to violence. (Heidi, 2002). Over the last few decades, there has been an increase in the prevalence of domestic violence. Domestic violence has severe effect on families and society in general. Domestic violence can be in the form physical abuse, psychological abuse and sexual abuse. Exposure to violence creates traumatic stress. Traumatic stress can be either short term or long-term. Terr ( cited in Brian Scott, 20005) describes short term trauma as â€Å"Type I† e. g a single event of rape or beating. He described repeated or prolonged trauma as â€Å"Type II†. Type II has more serious effects than type I. Individual exposed to this kind of trauma may develop Post Traumatic Stress disorder (PTSD). PTSD makes one to show routine withdrawal and oversensitivity. Many children from domestic violence homes show levels of (PTSD) (Leavitt, 1993). If untreated, the children exhibit violent behaviors, delinquency and other social and psychological problems. Since young child do have the ability to express themselves verbally, the emotional problems developed are behavioral such as lack of sleep, feeding problems, inability to concentrate, withdrawn and physical complaints. The pre-adolescents child may in addition to the above problems show loss of interest in peers, poor self concept violence,, defiant behavior and temper out bursts. Adolescents are likely to fail academically and start abusing drugs. Youth who exhibit violent behaviors can be traced to families experiencing domestic violence. An estimated 20% 30% of dating teenagers abuse or are being abused by their partners mentally, sexually, emotionally or physically. Between 30% and 50 % of adult relationships show the same cycle of violence (Leavitt, 1993) Nelson ( 2000), points out that community violence also has an impact on children who were victimized or who witnessed member of community or family members being victimized get affected. The effect of violence spread to even those children who are not directly affected by violence. Violence tampers with activities of the child which might make the child a better person. Impact of violence on the child depends on the level of development of the child. Early exposure to violence is more detrimental than later exposure( p. 266) In 1995 FBI report it reported that 27% of all violent crime involved domestic violence. All forms of violence affect the child’s mind. One study was done to show the connection between the brain and someone’s violence. Psychologists observed brain imaging data for a great number of people with violent behaviors. The research focused on specific brain regions. One was the orbital frontal cortex and the amyglada. The results showed that most of the cases, there was absence of normal activity in the orbital and anterior regions. While the shoed normal activity. The two regions will not counteract and this may explain some people are hyper aroused ( Lorraine).

Influence of the IRA and the Northern Irish Conflict

Influence of the IRA and the Northern Irish Conflict The Influence of the IRA and the Northern Irish Conflict (1970s to Present) on the Writing of Irish History Khalil Jetha It has been said that history is not an assortment of facts, but rather a recollection of instances taken in a certain context. Unlike pure fact, history is heavily reliant on the documenting party. The writing of Irish history has changed dramatically since the 1970s, altering the rhetoric in which the struggle has been presented. The crippling hold of the British Imperial machine has widely been recalled as an international symbol of oppression. However, recent developments in the Irish conflict have tempered something of a defeatist attitude among Ireland’s historians, earning the circumstance enmity and even garnering sympathy for the British government. Countries that won their independence from Britain such as the United States, India, and others share the common factor of clear-cut sides; in each case, the parties at odds were Great Britain and the colonial land in question. The Irish struggle, however, has evolved into broad acquiescence to subjugation and dominance, w ith a markedly diminished sense of outrage. What started out as a universal Irish struggle plunged into disarray, with splintering factions breaking away from a common struggle and eventually accepting the creation of two Irelands: a Catholic, Irish free southern state and a Protestant, British protectorate in the north. There are three events in the last thirty years that changed the face of the Irish struggle’s historiography, all three testaments to the waning sense of urgency shared in the Northern Irish conflict. First is the radicalization of the Irish Republican Army (IRA), second is the division of Catholics manifested in Colin Cruise O’Brien’s writing and push for leadership, and third is the evolution of Irish rebellion from 1970 from that of armed struggle to non-violent protest. The IRA has long been the strongest symbol of Irish nationalism, hotly contested by some as a partisan organization dedicated to little more than a consolidation of Catholic control. Some contend that prior to the 1916 establishment of the Irish Free State there was no Irish nation, and that the national identity was in its infancy at the onset of the British occupation. However, to the Irish people â€Å"the Republic was, for a few tense years, a living reality which dominated every aspect of their lives† (Macardle 29). The tumultuous 1970s are an accurate representation of how events in the Northern Irish conflict affected the writing of Irish history. The escalation of violence on British soil in the name of Irish nationalism, followed by growing Irish resentment of the IRA, and finally the disarmament of the IRA all reflect how events changed the conflict’s historiography. Though the IRA had existed in different forms since the early 19th century, the 1970s saw â€Å"violence against British rule increased, carried out in the name of the ‘Irish Republican Army’† (Kee 613). What originally began as carefully planned attacks against British armed establishments inside Ireland proper changed into â€Å"guerrilla warfare in which the majority of the Irish people, though originally opposed to violence, supported the IRA† (Kee 613). British brutality spawned Irish violent resistance, and support for such measures was widely supported as the Irish people perceived the British occupation as a series of events that could be universally and categorically condemned. As a result, history was written heavily in the favour of the Irish cause. Up until the escalation of IRA violence on British territory, â€Å"no one who knew the meaning of nationality found it difficult to understand that the Irish had, in past centuries, resisted conques t and absorption by another race; what caused astonishment, whether hostile or sympathetic, was the passion and tenacity with which the resistance had been maintained† (Macardle 30). Historians sympathized with the Irish plight, especially given that extent of the British occupation following the establishment of the Irish Free State. The world was already aware of British Imperialism and the extent of Irish civilian losses. Irish violence in the name of the IRA saw everything shy of complete support in the international stage, and history focused on â€Å"the weighty British Administration† that â€Å"continued to operate uncertainly and with violence, while, in its midst, there functioned another government, which commanded the allegiance of the people and whose decrees produced immediate results† (Macardle 29). The early 1970s saw unparalleled international sympathy with the IRA’s cause, especially following the exodus of Irish violence from Ulster and its manifestation on British soil. Though violence was not necessarily condoned, it was not wholeheartedly condemned. Northern Ireland evolved from a sectarian conflict to one that spanned national borders, a situation history saw repeated in every part of the world. British aggression in Derry soon became a rallying cry for IRA recruitment. What took place on January 30, 1972 became known as Bloody Sunday, the pinnacle of IRA domestic and international sympathy. In the â€Å"six months prior to that day, the [British] Army had increasingly brutalized the Catholic populace, but it had done so largely on a case-by-case, individual-by-individual basis†; â€Å"on that day, the Army launched a premeditated campaign of murder against unarmed demonstrators—a campaign whose ostensible purpose was to induce the IRA to stand and fight, force the demonstrators to flee, and enable the Army to kill or capture the bulk of Derry’s IRA gunmen† (Hull 48). Historiography could have taken one of two paths. Bloody Sunday could have been perceived as a hallmark of British imperialism, or it could have been shown in a sympathetic light to the British dilemma of protecting its previously sponsored Protestant ruling class. From Dublin’s standpoint, the â€Å"world undoubtedly would have concluded that British Army actions in Derry on January 30, 1972 violated international law†; however, popular support for the Irish victims was lost â€Å"in lieu of an objective investigation,† with â€Å"more British whitewash† spread over the whole affair (Hull 183). London saw the elicitation tactics of Bloody Sunday as a utilitarian decision to spare the most civilian lives. That so many civilians perished under British gunfire was a penultimate factor in the stabilization of the region. The ends justified the means in the British â€Å"peace†; the British-sponsored probe investigating Bloody Sunday dampened the immediate public outcry, and history’s favour weaned on the Irish side. This marked the end of the image of the British aggressor. The Close of Irish Violence in London and the Loss of Popular IRA Support The gruesome bombing IRA bombing campaigns led to two significant paradigm shifts in Dublin and abroad. On one hand, history began perceiving the Irish separatist cause as one that targeted all Britons, not just those occupying Ireland. Images of Britons of all racial and religious backgrounds swept across newspapers worldwide, and the Irish cause became less about foreign occupation and more about the stasis of British national security. Moreover, Irish domestic support waned among Catholic clergy as well as the Irish layman. People throughout the island were at odds with each other; prominent scholars such as Connor Cruise O’Brien not only opposed the IRA, but also began taking part in British politics, siding with political machination as opposed to armed insurgency. Historians took the side of O’Brien, depleting the IRA’s support, morphing their public image from that of popular resistance to one of horrific aggression. As a corollary, the Irish cause was mar ked as one not between the Irish and British or Catholic and Protestant. The conflict in Northern Ireland hence became one of armed struggle versus civilized politics. O’Brien’s writings against the IRA may have cost him leadership of the Irish Republic, but their influence dwindled what used to be unified armed struggle. The IRA attempted to counter this trend, calling in bomb threats hours ahead of schedule, causing panic and not violence. However, the writing of Irish history had already shifted, and the Irish people grew weary of the fighting. The new style of bloodless bombing campaigns was ironically reflective of the end of Irish political fervour; rebellion became one of tired horror, one that was less separatist and more about divisions few recognized on the international stage. Today’s Irish conflict is one of forgotten causes; in light of the British successes in quelling the whirr of public relations following Bloody Sunday, the IRA bombing campaigns inevitably led to their condemnation by Irish politicians and scholars such as O’Brien. By the early 1980s, the entire cause had lost the passion that fuelled its patrons for the previous two centuries. Today, the IRA has been reduced to a fading memory in the collective international conscience. What remains is defeatist acquiescence; the Irish conflict’s major events did not successfully portray the Irish as victims. Instead, history has viewed the Irish conflict in the same way many Irish have perceived it themselves: a hopeless political and military quagmire against a seemingly indefatigable foe. References Hull, Roger H. (1976) The Irish Triangle: Conflict in Northern Ireland. Princeton:Princeton U P. Macardle, Dorothy. (1965) The Irish Republic. New York: Farrar, Straus, andGiroux. Kee, Robert. (1993) The Laurel and the Ivy: The Story of Charles Stewart Parnelland Irish Nationalism. Middlesex: Penguin Group. Leon O Broin and Cian O H’Eigeartaigh (ed). (1996) In Great Haste: The Lettersof Michael Collins and Kitty Kiernan. Dublin: St. Martin’s Press.

Christian Reflections On Money Sex And Power Religion Essay

Christian Reflections On Money Sex And Power Religion Essay Foster, Richard J., The Challenge of the Disciplined Life: Christian Reflections on Money, Sex Power (New York: HarperCollins Publishers, 1985), pp 260. The Background Information on the Author Richard J. Forster is an author in the Quaker tradition of several bestselling books, including Celebration of Discipline, Streams of Living Water, and Prayer, which was Christianity todays book of the Year and the winner of the Gold Medallion Award from the Evangelical Christian Publishers Association. He has been a professor at Friends University and pastor of Evangelical Friends churches. He is also the founder of Renovarà © (Renovarà © exits to inspire and support people in developing an integrated and fulfilled life as a disciple of Jesus Christ). He was married to Carolynn in 1967 and has two children, Joel and Nathan and they now reside in Denver, Colorado. The Summary of Content As it is revealed in the title, the three issues are concepts that humankind has come together with them for a long. There are no more words that can be explained than these three words exactly and clearly. No one cannot be free and confidence in front of these words in this world. It might be tied to all three issues or some people might show their weaknesses in particular one. Then now, let us have a look at three religious points of view that what Richard Forster is trying to say. Money First, the Mammon which is the material idol that it is frequently discussed with God. The bible declares the money as a Mammon, gives a spiritual and personal quality, and gives adjective unrighteous (Luke 16:9) in front of money. The money to Jesus Christ means it is idolatry that we must turn against for heading toward him because the money decisively has almightiness upon us. Thus, the bible does not only criticise about unrighteous money, but also gives a strict warning to people who gained riches earnestly such as a rich man (Luke 16:19~31) in the parable of the Rich man and Lazarus and a rich farmer (Luke 12:13~21) who might have been honest and hard working. The author prescribes about the money that money is spiritual being and describes about light and dark side of money. It does not simply describe superficially, but it is speaking realistically in the biblical aspect. He emphasises to use money for a purpose of the kingdom of God rather than simply running away from it. To use money rather than served. It is emphasised mastering against money. Then, what can we do in regard to control and master against the money? It will have to learn to control money throughout giving which is insulting behaviour about money. The light side of money presents Gods grace and surprisingly, this is the way of improving relationship between God and us. God said that use worldly wealth to gain friends (Luke 16:9). We have to know about the poisonous matter of money clearly. However, we have to conquer money and use it for the uneconomic purpose rather than refusing money. Sex Second, it is the period of overflowing of sex without asking questions nowadays. There is no place anywhere in the street for our eyes because of every kind sex appeal as well as TV and Internet. The author says that the issue of our times these days is not because of too much emphasis on sex, but on the contrary, it is caused by not to be emphasised enough to deal with sex. It is a matter of course that the sex can destroy us if not to be careful and moderate by its characteristic. However, we miss blessing of sex, which is given to us as a gift due to our distortional eyes. The sex, which is not the enemy of Spirituality is a friend. The Genesis admits our sex, and the Song of Songs blesses it. However, the sin has distorted the sex. Therefore, the Christians challenge is to straighten our understanding of sex and transpose into the perfect appearance of sex throughout distortional appearance of sex. The principle of marriage in accordance with Gods will, should look out for other peoples happiness and ourselves, and contribute to building the kingdom of God on this world. The sex is a great and blessed gift in all respects those who married. Power Finally, he is saying about the power. As is generally known that the money is like power in this world, and the money, power and sex is all related to the corruption deeply. The power of the world appears destruction of the relationship due to distinction between the strong and the weak. This destructive power cut off the equal relationships and it appears that one human being reigns over one another. On the other hand, the creative power is completed from serving that we discover the creativity from the example of Jesus, who personally served to die for us. The creative power which recovers broken relationships and raises up each other, is displayed from the aspect of serving. On the positive side, the creative power gives life, joy and peace. It is freedom and not bondage, life and not death, transformation and not coercion. The creative power is spiritual and the power proceeds from God. Evaluation Does the author deal with both positive and negative side of issue? The author is saying both sides about the money and power. In respect of the power, he looks upon the creative power as positive side. What is the unique, important and interesting point of this book? First, the unique point is that it is saying about the money, sex and power. There are no more words that can be explained than these three words exactly and clearly. That is why this book is interesting. Who should read this book and what concepts of this book can be applied to ministry? The money, sex and power is important and meaningful theme that it is not only Christian but also all people. Christian may feel like a taboo about these three concepts but cannot live without it. Richard Foster analyses the money, sex and power which gives people a meaning and delivers Gods messages clearly. Conclusion We are occasionally living under the many temptations, and sometimes we are not aware that what it is right and wrong to be involved in a wave of the world and valves. Then most Christians reaction is one of two that either they forget the truth under the things of the world, or they treat things as corruption and evil and strongly deny them. For this reason, the author Richard Foster is deeply dealing with three areas which people easily fall into temptation that anyone is easy to commit a sin. The money and power is all given from God and these are neither good nor bad. However, there are surely two different sides on them. It is hard to agree with, but there must be evil force in there. By knowing this matter, when using good side, we could use money and power wisely that is given to us. The only sex has no evil part. This is Gods blessing to permit to us. However, it is feeling that many people give a too much meaning and concentrate on having a sex or not because the Satan may probably be interested in deteriorating our gift which is given from God. The money, sex and power, these three issues will be important value to control us. The money threatens a pocket, the sex threatens a bedroom and the power threatens our relationships. In this period of temptation that it is never discerned what is right and wrong, this book is useful and necessary indeed.

Personal Narrative- Holiday Baking Tradition Essay -- Personal Narrati

Personal Narrative- Holiday Baking Tradition Traditions are reflections of beliefs, superstitions and the personality of a family. I stop short of saying that they are the soul of a family because my family can no longer celebrate these traditions, but the spirit of my family continues to be an integral part of my life, despite the distance that sets us apart. The soul of my family remains unharmed from the miles that deprive us of the opportunity to celebrate common traditions. Regardless of how far we are apart, there is one tradition that can overcome any lengthy amount of distance, and that is my Aunt Millie’s Cinnamon-pecan rolls. People move away from their extended families, and traditions can fade, which is why it is important to have a trademark that easily identifies your ...

Arbitrary Defused Incitement :: essays research papers

Arbitrary Defused Incitement   Ã‚  Ã‚  Ã‚  Ã‚  In Dan Greenburg’s â€Å"Sound and Fury† a decent point is made from looking at a situation that could possibly become violent. The narrator suggests that people carry a large amount of â€Å"free-floating anger,† which generates within them, ready for use at any point in time; waiting for the slightest hint of incitement.   Ã‚  Ã‚  Ã‚  Ã‚  Lee, a stand-up comedian, is first introduced by the narrator, who tags along with Lee where he will be the â€Å"emcee† of the night, but right before he is to go on stage a group of drunk young guys chants for a comedian they feel is the greatest, Rusty. Before he even got up to the stage, the young men were ready to cheer on for Rusty, and despite all the exertion he finally gave it up.   Ã‚  Ã‚  Ã‚  Ã‚  As the narrator begins to talk with him and soothe the ailments of his suffrage some of the â€Å"inebriated young men† began to trickle in and eventually noticed Lee. As events heightened a young man thought that he would want to do something about their chanting and later stepped forward closer to Lee.   Ã‚  Ã‚  Ã‚  Ã‚  The total focus started to rest entirely upon the two men â€Å"going through the motion, doing the dance,† while also the bar’s energy of aggression steadily increased with the engagement itself.   Ã‚  Ã‚  Ã‚  Ã‚  It was from a simple measure of conversation that the situation was disabled. When Lee asked how â€Å"the guy† of his well-being it initiated a broad topic capable of going anywhere. Then Lee nonchalantly asks what the young man was in town for, and gets an everyday answer that it was his birthday. So Lee after thinking about it threw out his hand and told him â€Å"Happy birthday.† The situation that was once so potentially volatile now was resolved completely by

School Violence and Safety Promotion :: School Violence Shootings Safety Essays

Increase in school violence Over the past several years, incidents of school violence have intensified. Disasters like the shootings at Columbine High School are not unheard of, and precautions for school safety are on the minds of numerous communities. Johnson and Johnson claim that â€Å"Teaching is different from what it used to be. Fifty years ago, the main disciplinary problems were running in the halls, talking out of turn, and chewing gum. Today’s transgressions include physical and verbal violence, incivility, and in some schools, drug abuse, robbery, assault, and murder† (1995). When examining school violence, researchers have begun to investigate how society has redefined violence as normal and acceptable, claiming that this is the root of the problem. In addition, I have considered other factors that lead to violence in schools. As violence increases, pressure for safe and orderly schools does the same. I feel that the first step to ensuring school safety is to work with the stud ents themselves to establish a safe school. The purpose of this research paper is to investigate the occurrences of violence in schools across the United States and to articulate strategies to promote school safety. Two forms of school violence When assessing violence, it is important to know that it occurs in two major forms. First, violence can penetrate the climate of schools, allowing negative events to escalate into increasingly damaging patterns. The second form of school violence entails random mayhem, where the school is simply the setting (Hill & Hill, 19). An example of the latter form is the sniper shooting that occurred at Walt Whitman High School on October 8, 2002. Both forms of school violence among young people in society are increasing, forcing educators to search desperately for causes. Causes of school violence One cause of this increase in school violence is the fact that society is slowly beginning to redefine violence as normal and acceptable. What is probably most alarming is that violence is becoming so commonplace in many communities and schools that it is considered the norm rather than the exception. Johnson and Johnson believe that the media is most responsible for children falsely believing that violence is acceptable: Mass media influence how people view violence and deviant behavior. Some television shows obliterate or obscure the boundaries that society has created between good and evil, public and private, shame and pride (Abt & Seeholtz 1994)†¦Killing is sometimes portrayed as understandable and righteous when it advances a certain point of view on a controversial issue.

4gt Technique

2. 22 Fourth Generation Techniques The term â€Å"Fourth Generation Techniques† (4GT) encompasses a broad array of software tools that have one thing in common. Each enables the software engineer to specify some characteristic of software at a high level, the tool then automatically generates source code based on the developer's specification. The 4GT paradigm for software engineering focuses on the ability to specify software using specialized language forms or a graphic notation that describes the problem to be solved in terms that the customer can understand.Currently, a software development environment that supports the 4GT paradigm includes some or all of the following tools: nonprocedural languages for database query, report generation, data manipulation, screen interaction and definition & code generation; high-level graphics capability; and spreadsheet capability. Like other paradigms, 4GT begins with a requirements gathering step, the customer would describe requireme nts and these would be directly translated into an operational prototype.But this is unworkable, the customer may be ensure of what is required, may be ambiguous in specifying facts that are known, and may be unable or unwilling to specify information in a manner that a 4GT tool can consume. For small applications, it may possible to move directly from the requirements gathering step to implementation using a nonprocedural fourth generation language (4GL), for a larger efforts, it is necessary to develop a design strategy for the system, even if a 4GL is to be used.The use of 4GT without design (for large projects) will cause the same difficulties (poor quality, poor maintainability and poor customer acceptance). Implementation using 4GL enables the software developer to represent desired output in a manner that results in automatic generation of code to generate the output. Obviously, a data structure with relevant information must exist and be readily accessible by the 4GL.To tran sform a 4GT implementation into a product, the developer must conduct thorough testing, develop meaningful documentation, and perform all other solution integration activities that are required in other software engineering paradigms, the 4GT developed software must be built in a manner that enables maintenance to be performed expeditiously. The developers decided to use 4GT because it is the methodology that fits the system. The 4GT is a systematic approach to problem solving and is composed of several phases:

The Secret of Ella and Micha Chapter 1

8 months later†¦ Ella I despise mirrors. Not because I hate my reflection or that I suffer from Eisoptrophobia. Mirrors see straight through my facade. They know who I used to be; a loud spoken, reckless girl, who showed what she felt to the world. There were no secrets with me. But now secrets define me. If a reflection revealed what was on the outside, I'd be okay. My long auburn hair goes well with my pale complexion. My legs are extensively long and with heels, I'm taller than most of the guys I know. But I'm comfortable with it. It's what's buried deep inside that frightens me because it's broken, like a shattered mirror. I tape one of my old sketches over the mirror on the dorm wall. It's almost completely concealed by drawings and obscures all of my reflection except for my green eyes, which are frosted with infinite pain and secrets. I pull my hair into a messy bun and place my charcoaled pencils into a box on my bed, packing them with my other art supplies. Lila skips into the room with a cheery smile on her face and a drink in her hand. â€Å"Oh my God! Oh my God! I'm so glad it's over.† I pick up a roll of packing tape off the dresser. â€Å"Oh my God! Oh my god!† I joke. â€Å"What are you drinking?† She tips the cup at me and winks. â€Å"Juice, silly. I'm just really excited to be getting a break. Even if it does mean I have to go home.† She tucks strands of her hair behind her ear and tosses a makeup bag into her purse. â€Å"Have you seen my perfume?† I point at the boxes on her bed. â€Å"I think you packed them in one of those. Not sure which one, though, since you didn't label them.† She pulls a face at me. â€Å"Not all of us can be neat freaks. Honestly, Ella, sometimes I think you have OCD.† I write â€Å"Art Supplies† neatly on the box and click the cap back on the sharpie. â€Å"I think you might be on to me,† I joke. â€Å"Dang it.† She smells herself. â€Å"I really need it. All this heat is making me sweat.† She rips some photos off her dresser mirror and throws them into an open box. â€Å"I swear it's like a hundred and ten outside.† â€Å"I think it's actually hotter than that.† I set my school work in the trash, all marked with A's. Back in High School, I used to be a C student. I hadn't really planned on going to college, but life changes – people change. Lila narrows her blue eyes at my mirror. â€Å"You do know that we're not going to have the same dorm when we come back in the fall, so unless you take all your artwork off, it's just going to be thrown out by the next person.† They're just a bunch of doodles; sketches of haunting eyes, black roses entwined by a bed of thorns, my name woven in an intricate pattern. None of them matter except one: a sketch of an old friend, playing his guitar. I peel that one off, careful not to tear the corners. â€Å"I'll leave them for the next person,† I say and add a smile. â€Å"They'll have a predecorated room.† â€Å"I'm sure the next person will actually want to look in the mirror.† She folds up a pink shirt. â€Å"Although, I don't know why you want to cover up the mirror. You're not ugly, El.† â€Å"It's not about that.† I stare at the drawing that captures the intensity in Micha's eyes. Lila snatches the drawing from my hands, crinkling the edges a little. â€Å"One day you're going to have to tell me who this gorgeous guy is.† â€Å"He's just some guy I used to know.† I steal the drawing back. â€Å"But we don't talk anymore.† â€Å"What's his name?† She stacks a box next to the door. I place the drawing into the box and seal it with a strip of tape. â€Å"Why?† She shrugs. â€Å"Just wondering.† â€Å"His name is Micha.† It's the first time I've said his name aloud, since I left home. It hurts, like a rock lodged in my throat. â€Å"Micha Scott.† She glances over my shoulder as she piles the rest of her clothes into a box. â€Å"There's a lot of passion in that drawing. I just don't see him as being some guy. Is he like an old boyfriend or something?† I drop my duffel bag, packed with my clothes, next to the door. â€Å"No, we never dated.† She eyes me over with doubt. â€Å"But you came close to dating? Right?† â€Å"No. I told you we were just friends.† But only because I wouldn't let us be anything more. Micha saw too much of me and it scared me too much to let him in all the way. She twists her strawberry blonde hair into a ponytail and fans her face. â€Å"Micha is an interesting name. I think a name really says a lot about a person.† She taps her manicured finger on her chin, thoughtfully. â€Å"I bet he's hot.† â€Å"You make that bet on every guy,† I tease, piling my makeup into a bag. She grins, but there's sadness in her eyes. â€Å"Yeah, you're probably right.† She sighs. â€Å"Will I at least get to see this mysterious Micha – who you've refused to speak about our whole eight months of sharing a dorm together – when I drop you off at your house?† â€Å"I hope not,† I mutter and her face sinks. â€Å"I'm sorry, but Micha and I†¦ we didn't leave on a good note and I haven't talked to him since I left for school in August.† Micha doesn't even know where I am. She heaves an overly stuffed pink duffle bag over her shoulder. â€Å"That sounds like a perfect story for our twelve hour road trip back home.† â€Å"Back home†¦ † My eyes widen at the empty room that's been my home for the last eight months. I'm not ready to go back home and face everyone I bailed on. Especially Micha. He can see through me better than a mirror. â€Å"Are you okay?† Lila asks with concern. My lips bend upward into a stiff smile as I stuff my panicked feeling in a box hidden deep inside my heart. â€Å"I'm great. Let's go.† We head out the door, with the last of our boxes in our hands. I pat my empty pockets, realizing I forgot my phone. â€Å"Hold on. I think I forgot my phone.† Setting my box on the ground, I run back to the room and glance around at the garbage bag, a few empty plastic cups on the bed, and the mirror. â€Å"Where is it?† I check under the bed and in the closet. The soft tune of Pink's â€Å"Funhouse† sings underneath the trash bag – my unknown ID ringtone. I pick up the bag and there is my phone with the screen lit up. I scoop it up and my heart stops. It's not an unknown number, just one that was never programmed into my phone when I switched carriers. â€Å"Micha.† My hands tremble, unable to answer, yet powerless to silence it. â€Å"Aren't you going to answer that?† Lila enters the room, her face twisted in confusion. â€Å"What's up? You look like you just saw a ghost or something.† The phone stops ringing and I tuck it into the back pocket of my shorts. â€Å"We should get going. We have a long trip ahead of us.† Lila salutes me. â€Å"Yes, ma'am.† She links arms with me and we head out to the parking lot. When we reach the car, my phone beeps. Voicemail. Micha â€Å"Why is Ella Daniels such a common name,† Ethan grunts from the computer chair. His legs are kicked up on the desk as he lazily scrolls the internet. â€Å"The list is freaking endless, man. I can't even see straight anymore.† He rubs his eyes. â€Å"Can I take a break?† Shaking my head, I pace my room with the phone to my ear, kicking the clothes and other shit on my floor out of the way. I'm on hold with the main office at Indiana University, waiting for answers that probably aren't there. But I have to try – I've been trying ever since the day Ella vanished from my life. The day I promised myself that I'd find her no matter what. â€Å"Are you sure her dad doesn't know where she is?† Ethan flops his head back against the headrest of the office chair. â€Å"I swear that old man knows more than he's letting on.† â€Å"If he does, he's not telling me,† I say. â€Å"Or his trashed mind has misplaced the information.† Ethan swivels the chair around. â€Å"Have you ever considered that maybe she doesn't want to be found?† â€Å"Every single day,† I mutter. â€Å"Which makes me even more determined to find her.† Ethan refocuses his attention to the computer and continues his search through the endless amount of Ella Daniels in the country. But I'm not even sure if she's still in the country. The secretary returns to the phone and gives me the answer I was expecting. This isn't the Ella Daniels I'm looking for. I hang up and throw my phone onto the bed. â€Å"God Dammit!† Ethan glances over his shoulder. â€Å"No luck?† I sink down on my bed and let my head fall into my hands. â€Å"It was another dead end.† â€Å"Look, I know you miss her and everything,† he says, typing on the keyboard. â€Å"But you need to get your crap together. All this whining is giving me a headache.† He's right. I shake my pity party off, slip on a black hoodie, and a pair of black boots. â€Å"I've got to go down to the shop to pick up a part. You staying or going?† He drops his feet to the floor and gratefully shoves away from the desk. â€Å"Yeah, but can we stop by my house. I need to pick up my drums for tonight's practice. Are you going to that or are you still on strike?† Pulling my hood over my head, I head for the door. â€Å"Nah, I got some stuff to do tonight.† â€Å"That's bull.† He reaches to shut off the computer screen. â€Å"Everyone knows the only reason you don't play anymore is because of Ella. But you need to quit being a pussy and get over her.† â€Å"I think I'm going to†¦ † I smack his hand away from the off button and squint at a picture of a girl on the screen. She has the same dark green eyes and long auburn hair as Ella. But she has on a dress and there isn't any heavy black liner around her eyes. She also looks fake, like she's pretending to be happy. The Ella I knew never pretended. But it has to be her. â€Å"Dude, what are you doing?† Ethan complains as I snatch my phone off my bed. â€Å"I thought we were giving up for the day.† I tap the screen and call information. â€Å"Yeah, can I get a number for Ella Daniels in Las Vegas, Nevada.† I wait, worried she's not going to be listed. â€Å"She's been down in Vegas.† Ethan peers at the photo on the screen of Ella standing next to a girl with blonde hair and blue eyes in front of the UNLV campus. â€Å"She looks weird, but kinda hot. So is the girl she's with.† â€Å"Yeah, but she's not your type.† â€Å"Everyone's my type. Besides, she could be a stripper and that's definitely my type.† The operator comes back on and she gives me a few numbers listed, one of the numbers belongs to a girl living on the campus. I dial that number and walk out into the hall to get some privacy. It rings and rings and rings and then Ella's voice comes on the voicemail. She still sounds the same, only a little unemotional, like she's pretending to be happy, but can't quite get there. When it beeps, I take a deep breath and pour my heart out to the voicemail.

Bpo Philippines Essay

INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS Aileen S. Alava* Facing high expectations as the newest â€Å"sunshine industry†, the call center industry in the Philippines appears to have dimmer prospects in the coming years. Having experienced rapid growth from 2000 to 2003, the industry experienced a slowdown in growth from 2004 to 2006, raising the question of how sustainable the country’s competitive advantage is against neighboring competitors such as India and China. This paper uses Porter’s Diamond Model to analyze the factors resulting in competitive advantage between nations, and provides industry player and market information on the Philippine call center industry, as well as updates on how the industry’s participants are seeking to address the industry’s challenges. I. INTRODUCTION The call center industry is heralded as the newest sunshine industry in the country, earning around US$1.8 billion in 2005 alone, with revenues forecasted to reach US$5.3 billion by year 2010. Employment for this sector has more than doubled every year, from 2,400 agents in 2000 to 150,000 in 2006, and is expected to reach 300,000 full-time employed agents in 2010. The Philippines is among the top locations in the world for outsourced call centers. An SGV industry report states that in 2005, the Philippines’ share of the global call center market is 3% and 31% for the Asia Pacific market. By 2010, industry leaders target 6% global market share and 51% Asia Pacific market share. II. FRAMEWORK AND METHODOLOGY What will give Philippine call centers an advantage over call centers in other countries, such as those in India, China, Malaysia, Singapore? Michael Porter‘s Diamond Model defines competitive advantage between nations as the outcome of four interlinked factors: 1) firm strategy, structure and rivalry; 2) demand conditions; 3) related supporting industries; and 4) conditions affecting the key factors of production within the nations. This paper aims to discuss the competitiveness of the Philippines using this framework. Desk research was conducted to obtain secondary industry data on local and global call centers, while interviews _________________________________ with call center managers provided insight on opportunities and challenges within the industry. The role of government will also be discussed in this paper. Industry developments show government policies such as tax incentives and relaxation of property laws contributed to the industry’s growth. Strengthening of government support for primary education is crucial to the sustainability of the Philippines’ competitive position. Insufficiency in primary education is threatening the Philippine advantage as local players face difficulty meeting global demand with local supply of qualified call center agents. * Assistant Professor of Information Systems Management, College of Business Administration, University of the Philippine-Diliman. 2 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS III. CALL CENTER OUTSOURCING A call center is a business operation handling multiple types of customer-oriented functions such as marketing, selling and servicing, through multiple channels of customer interaction such as electronic mail, the World Wide Web, electronic messaging, voice messaging, fax messaging, and traditional mail. Call centers serve various stakeholders of an organization: from prospects to customers, suppliers to competitors, as well as distributors, partners, and employees. The term â€Å"call center† is used as a collective term to refer to these operations for the reason that the primary means of contact facilitated by these businesses are telephone calls. Call centers are categorized as Business Process Outsourcing companies or BPOs. BPOs also include medical transcription, IT support, animation, software development, financial accounting and payroll processing companies. Outsourcing in the Philippines arrived at the heels of successful deregulation in the telecommunications industry. Intense competition spurred massive investment in technology and skill among Philippine telecommunications companies, leading to innovation, quality improvement, and price competitiveness in services. The Philippines is no stranger to foreign arrangements of this kind. The semiconductor industry, one of the leading export sectors in the country, started in much the same way. From the early 1970’s to mid 1980’s this sector experienced dramatic expansion, growing at an annual average rate of 53%. International factors also impelled growth in the form of transnational companies from the developed economies (e.g., US, Europe, Japan) locating offshore plants in developing countries (e.g., Philippines, Vietnam, Singapore) for the most labor-intensive phases of semiconductor manufacturing. As with the call center sector, the Philippines’ main advantage in semiconductors is cheap and literate labor. Government response to further incite export activity in semiconductors is similar to regulatory mechanisms implemented in the call center industry today, such as the establishment of freeport zones, the relaxation of tariffs and duties on imported technologies, and the permission to employ foreign nationals. Agreements in the semiconductor industry during its period of rapid growth were covered by subcontracting arrangements. Today’s global trend for â€Å"off-shoring†, or offshore outsourcing, has very little difference with subcontracting. Offshoring is the arrangement by which one company contracts with service providers located outside the country for services that could also be or usually have been provided inhouse. Outsourcing business processes to remote locations is made possible by advancements in the telecommunications sector in the outsourcer countries. Low labor cost and improved connectivity resulting from technological advancement and deregulation in the telecommunications sec tor in the servicing countries (e.g., India, China, Malaysia, the Philippines) have made offshore outsourcing attractive from an economical standpoint. The costs of operating a call center in the Philippines, for example, is reportedly 40% lower than in the United States (55% cost savings from labor less 15% incremental cost from travel and telecommunications requirements). Offshore outsourcing in general brings in around 25% to 50% in cost savings. Globalization and its societal effects have made manageable the challenges of crosscultural communication: many offshore destinations have a Western heritage and almost all are exposed to Western culture – pop culture, even – through the internet, cable television, and other entertainment media, e.g., movies, books. The difference in time zones between the servicing and the served countries (e.g., the United States, the United Kingdom) are addressed through alternate six- to eight-hour shifts in the day, enabling call centers to maintain 24-hour service agent availability. While incremental costs are incurred for perfunctory risk management expenses, e.g., AILEEN S. ALAVA 3 hazard pay, etc., the total cost of operating a call center out of India or the Philippines are still lower compared to the cost of operating out of the US or the UK. IV. THE PHILIPPINE CALL CENTER INDUSTRY An IT-Enabled Services briefer from the Board of Investments in 2007 states that there are an estimated 146 call center companies in the Philippines. Call center companies should be distinguished from call center sites. A â€Å"site† is a facility housing a call center operation and a call center â€Å"company† may operate multiple sites. Sykes Asia, for example operates five sites in the Philippines while People Support operates four. There are three categories of call center companies: ï‚ · Foreign-owned call centers with Philippine subsidiaries. These are call centers owned by foreign companies, usually from the United States, that have branched out to offshore outsourcing. Insourced call centers of large multinational corporations. These are operations that are dedicated to the parent companies and whose objective is to bring competitive advantage by transforming an erstwhile internal backoffice function into one that is re venuegenerating. Filipino-owned call centers. These call centers are wholly owned by Filipino entrepreneurs or corporations (e.g. Smart, PLDT, Globe, etc.) that seek customers from the United States, Europe and Asia, particularly from Japan and Singapore. ï‚ · ï‚ · Estimates from the Board of Investments (BOI), the Commission on Information and Communications Technology (CICT) and the Business Process Association of the Philippines (BPAP) report the demand for call centers to reach anywhere from between 30,000-50,000 new agents hired in the Philippines per year from 2007-2010. Figure 1 Employment in Contact Centers 350000 301,000 300000 262,000 250000 218,000 200000 168,000 150000 112,000 100000 50000 0 2004 2005 2006 2007 2008 2009 2010 *2006-2010 from BOI/CICT/BPAP Forecast 64,000 331,000 Source: Board of Investments, BPAP 4 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS The success of call centers worldwide is attributable to the growth of outsourcing as a profitable business model. The BOI estimates that 2006 revenues in business process outsourcing (which includes other IT enabled services such as medical transcriptions, animation, and back office transactions processing) amounted to US$3.67 billion, and projects revenues to jump upwards 40% to reach US$4.79 billion this year. Joint forecasts from the BOI, BPAP and CICT predict that there will be 343,000 new outsourcing jobs this year (of which 64% or 218,000 will be in call centers), a 40% increase from the number of new outsourcing jobs in 2006 of about 244,000 (of which 69% or 168,000 were in call centers). Figure 2 Annual Employment (2004-2010) 1000000 900000 800000 668,1 26 920,764 700000 600000 479,51 9 500000 400000 244,675 343,01 3 262,000 21 8,000 1 68,000 99,300 64,000 1 2,000 1 301 ,000 331 ,000 300000 200000 100000 0 2004 1 62,250 2005 2006 2007 2008 2009 2010 BPO Industry Contact Centers Source: Board of Investments, BPAP The Philippine call center industry is estimated to have earned US$2.7 billion in revenues in 2006, a growth of 50% from 2005’s earnings of US$1.7 billion. The Department of Trade and Industry expects actual 2007 returns to be close to US$3.5 billion, a further growth of 30%. AILEEN S. ALAVA 5 Figure 3 Annual Revenues of Contact Centers (in US$M) Source: Board of Investments, BPAP It is interesting to note that service income of ten of the top call centers1 in the country (Ambergris, Convergys, Cyber City Teleservices, Sitel, E-Telecare, iContacts Corporation, InfoNXX, Parlance, PeopleSupport, and Sykes Asia) together account for more than 20% of the total revenues of the entire sector. Figure 4 Comparative Annual Revenues of 148 Call Centers vs. Ten Top Call Centers (2004-2005) 6 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS Activity in the industry is apparently dependent for the most part on a small number of big players. The BOI in its IT-Enabled services briefer (2007 release) states that it expects upward momentum to continue until 2010. Sources of growth have been identified as follows: a) Expansion from established call centers such as PeopleSupport, Sykes, eTelecare, PLDT, ClientLogic, InfoNXX, Citibank, Ambergris, Accenture, IBM, Caltex and HP b) Entry and consequent expansion, i.e. addition of new sites, etc. of global players such as Dell, HSBC, JP Morgan, AIG, Convergys, TeleTech, Sutherland, Deutsche Bank, and NetSuite. c) Next wave of entrants such as Accor Reservation, MiSYS, Siemens, Ericson, Alsbridge, Virgin Atlantic, Philips, Emerson, Capital IQ, DDC and Kanbar. Growth in the sector follows expansion the operations of big players. In the last two years, both Sykes Asia and People Support have established new call center sites while still others have added new projects and accounts. These activities and the influx of new players have resulted in revenues steadily growing until 2006 and expectations for further expansion until 2010. While growth is continuous, however, a slowdown in the rate of growth is expected starting 2005. Figure 5 Annual Revenue Growth Rate of Contact Centers 220.0% 166.7% 133.3% 114.3% 75.0% 50.0% 29.8% 20.2% 14.9% 10.0% 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 *2006-2010 forecasted by BOI/CICT/BPAP Source: Board of Investments, BPAP Slowing growth in the last two years after the steep increases of 2003 to 2004 indicates that the call center industry in the Philippines is now approaching maturity. Sales and earnings expansions of the past years resulted from the Philippines’ cost advantage over other countries. The passage of time, however, may erode this advantage as China and other Southeast Asian countries threaten to eat into the Philippines’ market share with better cost or quality AILEEN S. ALAVA 7 offerings. The challenge for the industry is to extend growth by improving the competitive dimensions where the Philippines is weak or by adjusting industry targets to create new competitive advantages. The Global Arena The Asia Pacific region outperforms other regions such as Eastern Europe, South America and Africa. Japan and South Korea are seen to increase nearshore outsourcing investments in low-cost, labor-rich neighboring China while Southeast Asian countries benefit from close-toWestern cultures, open economies, and advanced technologies for a similar cost advantage. In 2005, Frost and Sullivan forecasted that call centers in Asia will grow from 21,360 in 2004 to 39,248 call centers in 2011, at a compound annual growth rate of 9.1% Figure 6 Forecast Growth of Call Centers in Asia Pacific *at a Compound Annual Growth Rate of 9.1%, as forecasted by Frost and Sullivan. More recent studies predict faster growth rates. A 2006 Asian Contact Center Industry Benchmarking Report assessed the industry to be in a period of strong growth. The study conducted on 747 contact centers in the Philippines, India, Singapore, China, Malaysia and Thailand estimates that by 2007, the total 576,000 seats in the countries studied would increase to 704,500, a growth rate of 23%. Among the countries in the study, the Philippines has the highest forecasted growth rate. By 2007, it is expected to grow by 33%, Singapore and Malaysia by 32%, China at 22% and India by 16%. Of the Asian destinations, India is the top choice, with other nations such as the Philippines, Malaysia, Singapore, and China following closely. The Philippines, having an American-influenced culture, a proficiency in English comparable to India without the heavy accent, and a skilled labor force, was considered the greatest threat to Indian domination in this sector. However, recent years’ developments in other competitor countries such as China, Malaysia, Thailand and Indonesia coupled with a strong peso and deficiencies in the local supply of qualified call center agents have weakened the Philippines’ advantage. The A.T. Kearney Global Services Location Index in 2007, a survey conducted to measure the relative attractiveness of offshore locations with regard to financial structure (40%), people 8 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS skills and availability (30%), and business environment (30%), has ranked the Philippines the 8th most attractive country for offshoring in 2007. The top twenty-five countries are as follows: Figure 7 Source: AT Kearney 2007 Global Services Location Index AILEEN S. ALAVA 9 The 2007 study saw the Philippines decline from its 4th rank from AT Kearney’s last GLSI survey which was conducted in 2005. The top twenty five locations then were as follows: Figure 8 Source: AT Kearney 2005Global Services Location Index The Philippines’ drop in the AT Kearney rankings is attributed to the appreciation of the peso and growth in the call center industry which has driven up labor costs in terms of the US dollar, by as much as 30%, according to AT Kearney’s GSLI 2007 highlights. In other areas of performance, the country improved slightly, particularly in infrastructure, industry size and language skills. In contrast, Malaysia, Thailand, and Indonesia have either retained their rankings or moved up the index. Slower industry growth rates in these countries have tempered the effects of inflation on labor costs. 10 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS Figure 9 Philippines’ Offshore Attractiveness, 2005 & 2007 A. T. Kearney Findings 6 5 4 3 2 1 0 Financial Structure Business Environment People and Skills Availability 2005 2007 3.6 3.3 2005 2007 1.2 1.0 2005 1.0 2007 1.3 Ratio of Categories – 40:30:30 Philippines’ Score 2007 2005 Financial Structure Compensation Cost (8) Infrastructure Cost (1) Tax and Regulatory Cost (1) 7.1 7.7 0.7 0.8 0.3 0.5 8.10 9.00 Philippines’ Score 2007 2005 Business Environment Country risk / Economic and Political Environment (6) Country Infrastructure (2) Cultural Adaptability (1) Security of Intellectual Property (1) 1.9 1.2 0.7 0.3 4.1 1.8 0.7 0.8 0.2 3.5 Philippines’ Score 2007 2005 People Skills and Availability Relevant experience / IT BPO Industry size/quality (4) Size and availability of labor force (2) Education (1.5) Language (1.5) Attrition risk (1) 1.2 0.7 0.9 1.2 0.2 4.2 0.9 0.7 0.9 0.7 0.6 3.8 Source: AT Kearney 2005 and 2007 Global Services Location Index AILEEN S. ALAVA 11 India Among the top contenders for offshore locations, India is the country with the most experience. The emergence of call centers as an opportunity for national growth came upon deregulation in the telecommunications industry in the mid-1990’s, much like the Philippine experience. The outsourcing sector, the first participants of which were medical transcription service companies then followed by data management and customer support providers, began to take root in the late 1990’s. As in the Philippines, the first operations consisted of support subsidiaries of multinational companies servicing the parent company. Low-cost and highly-skilled labor, significant improvements in IT infrastructure, and a positive business environment spurred by industry organizations such as the National Association of Software and Services Companies (NASSCOM) propelled exponential growth for the industry in the years to follow. The NASSCOM estimates yearly growth of 37% for the outsourci ng segment with the call center industry leading the sector. Call centers comprised 46% of the total US$4.6billion revenue the outsourcing sector earned in 2005. India is the strongest contender in the sector and is often tagged as the world’s first-choice in offshore outsourcing. In 2005, it has 8% global market share and 68% market share in AsiaPacific. The Philippines’ greatest advantage over India is in language skill. American English being the dominant lingua franca in sales and support transactions coursed through call centers, the Philippines has a culture that is closer to the West and an English tongue that is the easiest to understand in the whole of Asia, partly to exposure to American television and pop culture, as well as English being the medium of instruction in all education levels. It has been observed that India’s pool of talent has the advantage in technical, specialized occupational skills while the Philippines’ competence is in liberal arts, which provides more general knowledge as well as capabilities needed for back-office processing, e.g., communication skills, and cultural adaptability. Increased global competition in the call center sector has led to efforts to expand the portfolio of services of the Indian IT-enabled services sector. NASSCOM reports that the last three to four years in India have been a period of diversification. India’s BPO companies have expanded to higher-value processes through vertical integration towards non-voice-based services such as back-office processing and content development. In 2005, customer care services comprised 34% of total BPO revenues in India, compared to 69% in the Philippines. 12 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS Figure 10.1 Figure 10.2 Sources: DTI (Philippines) , PriceWaterhouseCoopers (India) China China is the preferred choice as a call center location for companies targeting South Korea (attracted by ethnic Koreans living in China) with which it has the closest cultural ties. China is the only other country in the world that poses a threat to India as far as size and cost of labor supply is concerned. The yearly cost of operating a call center seat in China is the lowest in Asia. Table 1 Comparative Annual and Hourly Costs per Call Center Seat in China, India, Malaysia, the Philippines, Singapore and Thailand in USD ($) Annual Cost per Hourly Cost Seat per Seat 13,543.00 3.62 15,872.00 4.24 34,779.00 9.29 18,086.00 4.83 66,998.00 18.46 18,527.00 4.95 China India Malaysia The Philippines Singapore Thailand Source: callcentres.net China’s cost advantage, however, is dampened by its deficiencies in Englishspeaking manpower. In this regard, China cannot as of yet compete head-on with India and the Philippines in the global outsourcing market. University enrolments however have grown 25% in recent years which increased the country’s potential to compete. China’s entry to the World Trade Organization has spurred the inflow of capital as well as Western influence and analysts predict that in due time the labor supply in China AILEEN S. ALAVA 13 will be comparable to India in size as well as in skill. Singapore Despite high labor costs, Singapore enjoys a comparative advantage from reliable bureaucracy, excellent technical infrastructure, superior educational systems, political and economical stability, and stringent enforcement of intellectual property laws for information and data security. Singapore outsourcers provide high-value services differentiated from lowvalue, back-end processes provided by other Asian countries. To take advantage of this market niche, Singapore outsourcers market advanced offshore functions such as basic research, robotics, healthcare and medical diagnostics. Singapore companies in turn outsource lower-value operations to India and China to gain cost advantage. Malaysia What Malaysia lacks in manpower (its population is significantly smaller than India or China and thereby cannot meet the same economies of scale) it makes up for in advanced infrastructure. Malaysia is second only to Singapore in IT competitiveness rankings between countries in Southeast Asia. Strong government support is apparent in efforts such as the Multimedia Super Corridor project, which includes the development of infrastructure in what they have called â€Å"intelligent cities† such as Cyberjaya and Penang Cybercity, where major IT leaders such as IBM and Motorola have already located their regional offshore service centers. Latin American Countries Latin American countries such as Brazil, Chile and Mexico enjoy the advantage of being â€Å"near-shore† destinations, or offshore servicing countries close to the served country, this being the United States. Near-shore destinations are in the same time-zone as most customers, thereby lessening the need to arrange multiple 8-hour shifts in the day as well as the need to invest in additional expenses for hazard pay, safety insurance and the like. The A.T. Kearney study found Brazil has the best labor skills in the region, Argentina has the cost advantage, while Chile has the best business environment (e.g. it has, for instance, supplemented agreements with US and European companies with IP infringement penalty clauses). Nonetheless, perhaps the primary advantage of the region in general is the vast availability and incomparable quality of its bilingual (English and Spanish) call centers, much in demand in the United States. Eastern European Countries Eastern European countries such as the Czech Republic, Poland, Romania and Hungary are possible choices for Weste rn European countries as a near-shore destination. Eastern European call centers provide cost, language skill, and time-zone advantages. Multilingual call centers for the multilingual European market can be easily and efficiently set up in Eastern Europe more so than in Latin America or Asia. Customers from Germany and the United Kingdom moreover may prefer Eastern European call centers most particularly for its bilingual workforce: citizens in most Eastern European countries can speak both German and English. Reportedly, however, Eastern European countries, most particularly Russia, need to upgrade telecommunications infrastructure to compete with the other regions as well as to comply with European Union requirements. 14 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS V. CONCLUSION The factors affecting firm strategy, structure and rivalry involve the services offered by local firms, and how competitive locally provided services are against those provided by other countries. Primarily, this involves why the Philippines is chosen by call center companies when making the call center location decision. The factors involving demand conditions involve the evolving needs of the global market for call center services, ranging from the basic service of answering inquiries based on predefined scripts to the more complex service of providing technical assistance and support. The sufficiency of related supporting industries will involve the state of local educational institutions, real estate, transportation and retail sectors and how these sectors contribute to sustain the growth of the local call center industry. Finally the conditions affecting the key factors of production, such as local skilled labor and mission-critical technology, will also be discuss ed. Firm Strategy, Structure and Rivalry Figure 11 Factors Affecting the Call Center Location Decision As earlier mentioned, the first factor affecting competitiveness is firm strategy, structure and rivalry, which primarily contributes to why the Philippines is chosen by call center companies when making the call center location decision. The offshore location decision is influenced by a number of factors and it is against these criteria that India, China, the Philippines and other countries are evaluated. It follows that it is in these attributes that the Philippines should perform for a distinct competitive advantage over the others. These factors include the following: quality and cost of labor (including technical competency and language skills), connectivity (i.e., telecommunications bandwidth) cost and reliability, mature business, regulatory and technological environments for outsourcing operations, political stability, and cultural alignment between the offshore outsourcer, the outsourcing company, and the customers to be served by the call center. Decision Criteria in Selecting an Offshore Call Center Political Stability Reliability and Cost of Connectivity Quality and Cost of Labor Cultural Alignment Mature Business Environment Among these success factors, the Philippines competes strongest in (1) quality and cost of labor, and (2) cultural alignment. It is in these two factors that exponential growth in 2003 and 2004 can be attributed. The challenge of sustaining the Philippines’ advantage in the industry can be discussed from two vantage points: first from the view of creating a distinct AILEEN S. ALAVA 15 competitive advantage and second from the view of ensuring the distinct advantage created is impervious to erosion. Threats arise from deliberate attempts by competing entities to undermine it and from developments in call center operations and technology that will shift the bases of competition. The benefit of lower cost is the Philippines’ most substantial value offering to call center investors and customers. The results of the AT Kearney survey have shown that while other factors are also significant, the global competition in the call center sector continues to be driven by cost at the present: it remains to be the most important factor in the perception of the â€Å"attractiveness† of an outsourcing location. In this regard, the country’s low infrastructure and compensation costs, as well as the provision of special tax concessions within specific zones have contributed significantly to making the country a preferred choice among investors. In addition, the results of the study also emphasized that in the Philippines, call centers were given most emphasis among the outsourcing sectors and likewise highlighted the efforts of the government to promote these services by establishing special economic zones that provide investors with freeport privileges, tax shields and holidays. Among the participants in the global call center industry, India outperforms all other countries with a combination of advantages: low-cost labor as well as a progressive educational system ensuring a continuous supply of highly-skilled employees, reliable low-cost infrastructure, supportive business government, and a wealth of management experience in the call center industry, as well as in other outsourcing services. The Philippines directly competes against India by providing labor and infrastructure at comparable rates and furthermore provides the advantage of a Westernized culture and better performance in conversational English to appeal to US-and UKbased c ustomers. Singapore has the highest compensation rates but has the advantage of good government reflected in lower costs of bureaucracy and corruption. China’s major advantage is its massive pool of available lowcost talent—only China can directly compete with India in size of available labor—however labor skills are still limited in language proficiency and management experience in the industry. What makes India a success story is the combination of multiple sources of advantage available to the call center investor. The Philippines’ current competitive advantage meanwhile is in the combination of low compensation cost and high English proficiency, and while this advantage continues to bring additional revenues and employment to the sector, growth rates have also been observed to be decreasing, apparently due to two observable trends: low acceptance rates and high attrition rates. Both low acceptance and high attrition threaten the advantages of labor availability, cost and quality of Philippine call centers. The advantage of cost over other factors, i.e., people and environment, affecting the offshore location decision is n onetheless not a perpetual one. The leveling of technical competency between the different countries through globalization and convergence of technologies as well as the homogenization of social conditions between different economies may affect the importance of cost as a success factor. The ubiquity of information available through advanced mass media and telecommunications have also brought about less cultural heterogeneity between the countries competing as call center locations. The advantage of cultural alignment is therefore not exclusive to the Philippines and, further, is one that erodes with the passage of time and the availability of communications technology. Demand Conditions Despite the low-cost labor advantage offered by offshore call centers, companies continue to look for ways to gain even more cost savings, if not from a more efficient and thereby cheaper workforce, then from automation technology. Meta Group’s technology research services group reported an increasing number of clients 16 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS choosing to implement voice-automation technology systems to handle standard, routine inquiries, e.g., account balances, product and service, payment offices, etc., instead of contracting the services of an outsourcer in a low-cost country or establishing their own call center operations offshore. The eventual outcome of this development is that, with the existence of automation technology, only customer calls requiring more complicated assistance will be routed to offshore call centers, perhaps from the Philippines or India. This direction means that customers will have higher expectations from call center agents in offshore countries. Agents will no longer be able to rely on simplified question-and-answer instructions or â€Å"scripts† to answer more complex questions that will be asked them. Industry analysts observe that, out of 100 applicants, only three to five are hired given existing skill requirements. Support services for more complex inquiries, perhaps requiring tec hnical information or instruction, will consequently require higher technical competency, as well as more than adequate communication and problem-resolution skills. Should such requirements be made necessary, it is expected that the hiring rate will be lower in the years to come, unless initiatives are implemented to enhance the skills and capabilities of existing as well as future workers in this sector. Sufficiency of Related Industries The Philippines’ weakness in information technology infrastructure threatens the ability of the country to compete where value-added services require a higher telecommunications bandwidth. Despite being one of the top offshore location choices in the world, the Philippines ranks, and has always ranked poorly in network readiness surveys, seen by most investors as measures of the competitiveness of a country in information technology. In both the 2004 and 2005 Network Readiness Index (NRI) listing compiled by the World Economic Forum (WEF), t he Philippines ranked in the lower levels: 67th in a group of 100 in 2004 and even lower in 2005 (70th place). Other outsourcing destinations fare similarly: India, the top location for offshore outsourcing is at 40th place while China, 2nd in the AT Kearney Index, is at 50th place. The WEF NRI is a measure of relative performance in the following areas: a) aspects of the environment of a given nation for development in information and communications technology (ICT) such as the regulatory regime and legal framework for ICT, and the available infrastructure; b) networked readiness of individuals, businesses and governments; and c) ICT usage by individuals, businesses and governments. The apparent inconsistency between networked readiness and other IT competency ratings for the Philippines and the remarkable growth of IT-based services, made plain by records of investment, revenue, and employment actually generated by the sector, is attributed by industry analysts to the observation that indices and rankings comparing countries with each other consider all the regio ns in the country, from the most advanced areas to the undeveloped ones. Developed countries such as the United States, Japan, and Germany have progressed to a point where the availability of telecommunications technologies and other related services in the less urbanized regions are virtually at par with that of the most industrialized areas. Developing countries are characterized by a marked difference in infrastructure and economic activity between the centers of business and the rural, residential areas. Such is the case of India, China and the Philippines where the small portion of the population living and working in the centers of business enjoy advanced technology while the rest have very limited access to even the most basic computing technology, e.g., internet access, if at all access is given them. Nonetheless, call centers in developing countries choose to locate only in the industrialized, AILEEN S. ALAVA 17 technology-enabled centers of business. Thus, they are able to employ, and at a cost advantage, the network infrastructure, hardware equipment, software and consulting services at a comparable technological level to those used by call centers in more developed countries. While it is valid that network-readiness surveys include locales in the Philippines which call centers are not considering to locate in, and that these call centers are eventually established in the industrialized, technology-enabled centers of business, it is still worthwhile considering that this shortcoming significantly limits the range of options for call center sites in the Philippines. Low infrastructure development in areas outside Metro Manila also threaten the cost advantage as call centers are constrained with only a few places to locate their operations since the location options are limited, the cost of real estate in these areas increases. While on the one hand the rise in real estate prices is seen as contributing to the trickle-effects of revenue growth in the call center sectors, on the other hand it can be seen as a threat to the country’s cost advantage as far as real estate and infrastructure costs are concerned. Factor Conditions The 2006 Asian Contact Center Industry Benchmarketing Report ranks human resource management, particularly the areas of recruitment and agent turnover, as the greatest challenge faced by Asian contact centers. In the Philippines, the consistency of supply of qualified call center personnel is threatened—as reflected in a very low 3% acceptance rate—by apparent degradation of the quality of primary and secondary education in both private and public schools. Although it has been reported that the average 10-year-and-above literacy rate in the Philippines is above 93%, literacy is not enough to ensure a position for a call center applicant. Basic English proficiency, for that matter, is considered a minimum requirement, enough for the agent to be considered for a position, but still insufficient to match the higher levels of conversational and even colloquial proficiency required for hiring. While low cost labor still works to the country’s advantage, labor on the average making up 46% of the total budget of operating call centers, such an advantage will not be sustainable if the country is not able to supply as much as is needed by steadily growing demand. While hiring is becoming more and more stringent, English proficiency in the formative levels of education remains below average. English language skills tend to diminish over time, as shown by statistics reported by the Department of Education, e.g., Grade 4 public school students show national average of 42% in English, while high school students show 30%. As English and communication subjects are required less in college, it may be expected that the level of proficiency will deteriorate more in the tertiary levels of education. Although English continues to be widely used in business, in government (at least in the high levels), and in school, programs in local mass media and entertainment are dominated by Tagalog films, making mastery of English a more difficult task for the average call center applicant. The current state is reflected in the low acceptance rate among applicants in call centers and other BPO companies. Out of every 100 new college graduates applying, only three are hired. High attrition rates and the increase in â€Å"poaching† and â€Å"piracy† of agents on the other hand threaten the low cost of labor as companies invest in benefits and compensation packages to ensure agents will not move to a competitor. In 2006, the labor attrition rate in the Philippines is reported to be 18% for full-time agents and 24% for part-time agents. India has significantly higher attrition rates, as follows: 18 INDUSTRY REPORT: THE PROBLEM OF SUSTAINABLE COMPETITIVE ADVANTAGE IN PHILIPPINE CALL CENTERS Table 2 Comparative Mean Attrition Percentage for Full-Time and Part-Time Call Center Agents in China, India, Malaysia, the Philippines, Singapore and Thailand Mean Attrition (FullTime) 17% 38% 18% 18% 16% 15% China India Malaysia The Philippines Singapore Mean Attrition (Part-Time) 29% 32% 24% 24% 21% 16% Thailand Source: callcentres.net At this rate, a job in a call center is already considered as a career in the Philippines, and not looked upon as merely a â€Å"temp† position as in the United States. Nonetheless, â€Å"poaching† or â€Å"pirating† of employees between call centers has already been observed because of the limited talent pool. Call centers are challenged to implement best practices in curbing employee attrition in the call center industry such as a flexible and conducive environment, high incentives, and training schemes, and more importantly, a career path development plan to convince college graduates that being a call center agent is not a â€Å"dead-end† type of job. The Challenge of Moving Forward The question remains as to who will bear the cost of improvements required to strengthen all factors necessary to ensure the sustainability of the Philippines’ competitive advantage in the call center industry. Some call centers have shouldered the cost themselves, o ffering free inhouse training for new hires. Still others have established joint efforts with existing universities and the Technical Education and Skills Development Authority (TESDA) to incorporate call center-oriented training requirements in their curricula and courses. Call centers have established personnel development initiatives, e.g., in-house training and evaluation, to enhance skill, and compensation and benefits initiatives, e.g., higher allowances, all-expense paid holidays and vacations, career development planning, etc., to curb attrition rates, ensure greater stability of the workforce size, and lessen the â€Å"poaching† of call center agents. More call centers are also contributing to the development of the countryside, more specifically the locations outside Metro Manila such as Laguna, Baguio, La Union, Cebu, Davao, Cagayan de Oro, Iloilo, etc. Geographical diversification, i.e., expanding call center operations to provinces, will provide more labor supply, and breathing room to answer to the intense scrambling for office space in Metro Manila. Call center operations will also encourage infrastructure development in other metro cities, with the possibility of replicating the development in the cities of Metro Manila in infrastructure and skill to the countryside areas. Another opportunity available to the sector is value diversification. India’s move towards strengthening non-voice services was not lost on Philippine ears. In its forecast towards 2010, the Department of Trade and Industry (DTI) expressed its target to increase the share of other BPO services in the total BPO revenue pie while decreasing dependence on call centers, which might now be showing signs of decline. The semiconductor industry in its peak of growth during the mid-1980’s also prompted recommendations toward diversification towards higher-value processes. At the time, the sector primarily consisted of low-level technologysupported processes, mainly automated simple assembly of semiconductor devices and product testing. Even now, industry activity in high-level AILEEN S. ALAVA 19 technology-supported activities such as wafer production and device design are still yet to reach the growth stage. The Philippines’ competitive advantage in the call center industry may be sustained through the enhancement of supply conditions, strengthening of related industries, and geographical diversification. Whether these efforts will work will be determined by two developments industry participants should take care to observe at the close of the year: first, how the market will respond to the industry’s efforts, i.e., whether the growth in demand will be sustained by continuous inflow of new contracts and whether forecasted increases in employment, facility expansion and investment will be attained or exceeded; second, how the industry will answer the demands of the market, i.e., whether the total operational capacity (as to labor supply, connectivity, technology, facility and real estate) of the call center sector will be sufficient to respond to the rise in demand. These developments will indicate whether the call center industry can reverse the tide and halt impending decline. However, the industry should be prepared should the slowdown in growth rates persist in the coming years, indicating that the country’s advantage has been weakened by the supply strength of other countries such as India or China. In this case, a prudent response that call centers should consider is to diversify into other BPO sectors such as high-value, non-voice-based services to compensate for the effects of decline in the call center industry. REFERENCES A. T. Kearney (2007 & 2005). Global services location index. Balfour, F. (2003, February 3). The way,way back office. Business Week. Bharadwaj, G., Varadarajan, P. & Fahy, J. (1993). Sustainable competitive advantage in service industries: a conceptual model and research propositions. Journal of Marketing, 57(4), p. 83. 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The semiconductor industry. Institute for Developmental and Econometric Analysis, Inc. Call center industry and the Philippine economy. Lecture delivered at the UP School of Economics. March 2006. International Customer Management Institute. http://www.incoming.com IT Matters. http://itmatters.com.ph McDougall, P. (2004, January 26). Automation takes toll on offshore workers. Information Week. NOTES 1 Selection of the ten top call center companies is arbitrary and not based on an objective ranking of financial performance. The subset was intended to illustrate industry concentration: how a small minority of ten call centers have contributed significantly more revenues to the sector than the other 138.