Sales Report Hema Essay Example

Sales Report Hema Essay TABLE OF CONTENTS INTRODUCTION3 COMPANY ANALYSIS (external + internal + SWOT)4 INTERNAL EXTERNAL ANALYSIS4 HISTORY OF THE COMPANY4 HEMA’S STRUCTURE4 VISION OF THE COMPANY4 MISSION STATEMENT5 TARGET GROUP5 HEMA’S STRATEGY POSITIONING6 FINANCIAL POSITION COMPETITION7 PRODUCT-MARKET COMBINATION8 MARKETING MIX8 TRENDS IN RETAIL9 SWOT ANALYSIS10 STRENGHTHS:10 OPPORTUNITIES:11 THREATS:12 MARKET RESEARCH13 THE 7C’S OF EFFECTIVE WEBSITE DESIGN13 QUALITATIVE RESEARCH15 SALES PROPOSAL17 Executive Summary17 Our understanding17 YOUR COMPANY17 YOUR NEEDS17 DESCISION CRITERIA18 Our Solution19 FOOD SECTION CLEANLINESS IMPROVEMENT19 PRODUCT RESTOCKING19 Conclusion19 COST AND BENEFIT ANALYSIS20 REFERENCES23 MYSTERY SHOP REPORTS24 NATALIA ROJAS24 VICTORIA TORRES24 MAIKE BOUWER24 ANNA ZAJAC25 CELIA BAUMGARTNER26 ANOUK VAN NULAND26 INTRODUCTION In September 1926, the dream of  two Jewish entrepreneurs  Arthur Isaac and Leo Meyer  opened their first store on the Kalverstraat. The company became a part of the Maxeda group, which renamed from Vendex KBB. It owns Bijenkorf, Hunkemoller, VD, Praxis, Plan-it and Brico, Dixons and many other stores. In 2007 Maxeda sold HEMA to a British company called Lion Capital LPP. The company primarily focuses on leveraged buyout  investments in Europe. HEMA has expanded into other European countries, with stores in  the  Netherlands, Belgium, Germany, Luxembourg and France. In this report we made a sales analysis of the Hollandsche Eenheidsprijzen Maatschappij Amsterdam, HEMA. HEMA is a Dutch discount retail chain that is characterized by relative low pricing of standard housewares, which are mostly made by the chain itself in beautiful and innovative designs. We will write a custom essay sample on Sales Report Hema specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Sales Report Hema specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Sales Report Hema specifically for you FOR ONLY $16.38 $13.9/page Hire Writer HEMA offers a very wide variety of products, from books and housewares to food. HEMA is located all around the Netherlands, with in total 445 branches and thousands of employees by March 2011. We analyzed HEMA from different standpoints; we analyzed the housewares product section and also the food section. We visited in total 12 different stores all in different locations of the Netherlands from Amsterdam to Maastricht and we did qualitative research by analyzing the company’s external and internal environment. The goal of this report was to find out what HEMA can do to improve sales. COMPANY ANALYSIS (external + internal + SWOT) * INTERNAL EXTERNAL ANALYSIS HISTORY OF THE COMPANY HEMA is a company with long tradition. The first store was opened on Kalverstraat on 4th of November 1926. Two Jewish entrepreneurs, Arthur Isaac and Leo Mever who have witnessed the hardest economic crisis of that century, conceived the idea. They have seen a lot of people struggling and having difficulties to make ends meet so their concept was to create a shop with different household items of affordable price but still maintaining a high quality. Thanks to Alfred Goudsmit, the director of Amsterdam-based Bijenkorf, this dream became reality and Hollandsche Eenheidsprijzen Maatschappij Amsterdam (known better as HEMA) was set up. The formula was so successful that recently new stores were opened in Germany, Belgium, Luxembourg and France. Additionally, in 2007, HEMA was sold to a British company called Lion Capital LPP. * HEMA’S STRUCTURE HEMA’s structure has changed over the years, as two different groups have owned it, and each one of them had a different way of handling their operations. The Dutch company identifies itself as an adapter, because wherever they open a new store they try to fit into the new environment and implement products that are applicable for the target audience they are pursuing. Additionally, the CEO  and shareholders play an important role in all forms of decision making for the company’s processes and changes, being constantly informed of any new ventures being pursued. * VISION OF THE COMPANY HEMA has clearly stated that what drives them toward attaining goals is the need to adapt to what consumers really want, in this constantly changing environment. We are driven by our business goals in everything we do. Consumers’ needs are changing and we continually adapt to those needs†. Over the time HEMA has been developing its brands, and now have more products than what they had when they opened their very first store. MISSION STATEMENT According to official website, HEMA’s mission statement consists of the following: à ¢â‚¬Å"The HEMA style can be summarized in two words: ‘exceptional simplicity’, by which we mean that our products are both simple and exceptional. Long before the term ‘home brand’ was invented, we were creating and manufacturing our own products†. This concept should be applied not only to products they offer but also to services. HEMA’s mission is to turn day-to-day products into something exceptional and yet affordable. Another aspect is to recognize the continuously changing customers’ need and satisfy them. TARGET GROUP Originally, HEMAs market segment was mainly the middle-low class with its consequent medium range income. However, over the years HEMA has attracted more individuals with a higher income, due to the guaranteed quality their products offer at a very affordable price. HEMA states that its target group are men and women of all ages and socio-economic classes as everyone can find there something for himself. However, different surveys have shown that the majority of the audience  is mainly  between the ages of 14-32, identifying young  parents,  and students as part of this segment. Lately we can note HEMA’s tendency to focus more and more on younger customers by different promotion techniques and actions. For example, they recently made a contest for students that were studying any form of design, inviting them to create a new HEMA product with their own fresh ideas. In this digital age, all companies must be aware that if they truly want to succeed they must reach their target group through up-to-date methods. Therefore, HEMA reaches most of its customers through TV commercials, Internet, magazines and even direct mail. The most important of these, in this modern time and age, has to be its main website, which not only allows customers to shop online but also provides all the information necessary on current promotions and activities. HEMA’S STRATEGY ; POSITIONING As said above, HEMA’s aim is to make people’s life a little more convenient, independently of where they live. That is why the company is planning on expanding across Europe and probably also further. HEMA’s executives believe that the formula they offer is a good product and could go global. The company’s strategy is to captivate new trends and adapt to customers. To be so successful it is essential to have motivated and dedicated staff. To achieve it the relationship of trust and commitment must be created. That is why all decisions, which are being made, are based on belief that all employees are entitled to respect for dignity, individuality and diversity. The positioning of HEMA is based on the distinctiveness of its designs, which are done in-house by HEMA designers, and all the products at HEMA are HEMA branded (in most cases), which makes it stand out in the market by being immediately recognizable to customers. The competent price is another factor HEMA sells as a positioning point, although competition has made its low prices seem relative in comparison to all the other options now offered at the same price range or at even lower prices. HEMA often underlines its will to act with social responsibility. Thus, also the way of producing and delivering goods to customers is of high importance. The corporation uses a â€Å"naturally HEMA’’ approach to protect the environment. Whenever it is time to change the uniforms of their employees, they recycle and use them for something else, instead of throwing them into the garbage can. Moreover, in each one of their stores they practice a recycle culture and waste collection programs. FINANCIAL POSITION ; COMPETITION HEMA has been one of the most favourite Dutch stores in the Netherlands, and gradually is gaining hearts of other markets abroad. In the Dutch market, HEMA has 445 stores, in Belgium 62, Germany 8, Luxembourg 3 and France 7. In total HEMA has 10,000 employees, of which 80% are women and the remaining 20% are men. Currently the company is participating in a project called â€Å"return to sender†. However, it does not seek to make a profit by selling these products; it rather strives to support fair trade in third-world countries making sure that profits return to the manufacturers by means of development projects and education in the regions of origin. Hema achieved quite good results in the year 2011 especially if we take into consideration the challenging conditions. It had to face declining non-food retail spending, increasing competition, higher raw material prices as well as declining consumer confidence. Compared to 2010 (loss of 18. 3 â‚ ¬mln), net sales increased by 3%, and so did the net profit rising with â‚ ¬11 mln, mainly because of lower financing costs. According to the statements released by HEMA, the share in all categories improved. The company continues on investing, in 2011 spending â‚ ¬57 mln (amount comparable to 2010). However, the profit margin suffered (0. 5% lower in comparison to 2010) due to increase in price of oil, coffee and cotton. Total capital after the acquisition by Lion Capital is estimated on â‚ ¬1. 4 billion, of which 35. 4% is financed by shareholders. As far as competitors go, HEMA has found its largest competition against Jumbo Groep Holding B. V and Koninklijke Ahold B. V. , which comprises itself of Albert Heijn, Etos, and Gall ; Ga. , among others. Additionally, other competitors in retail include Kruidvat, D;A, and Zeeman. PRODUCT-MARKET COMBINATION Hereby is sum up of the best and the worst of HEMAs products, according to each box/category of the matrix: STARS-â€Å"Le Lapin† tea kettle| QUESTION MARKS-HEMA Beauty| CASH COWS-Sausage (worst)| DOGS-| MARKETING MIX Price Based on an overview of the online website, www. hema. nl, the price of products ranges from as little as . 50 to as much as 250 euros, specifically for the bicycles. However, most products range under the 20 euros or less mark, especially when it comes to its office supplies, cosmetics, beauty products, and foods beverages. They also use many discounted product prices to boost sales. Product The products offered at HEMA are of a great and wide variety, and are divided into clothing, accessories, cosmetics, skincare products, office/school supplies, domestic appliances, home items, textiles (curtains, duvets, etc. ), food beverages, and finally, its photo printing service, exclusive to only some HEMA stores. According to the principles of its product mix, the products themselves are not necessarily all consistent with each other, as their diversity is large. The depth of some of the products is also not as varied, though HEMA tries to have in most cases at least two different variations, mostly in price range/quality or color presentation, of the same product. Promotion HEMA is avid in its promotion of products, especially those that are discounted from week to week and new to the store. They use, as mentioned above, TV advertisements, billboards, employ the use of social media such as Facebook, Twitter, Youtube, Google+ and Pinterest, and as well as Internet advertising through their online website. Place HEMA products are sold at HEMA stores and online at www. hema. nl. There are several variations of a HEMA store, ranging from very large warehouse style to small outlets in train stations and airports. Also, specialized stores are popping up recently, such as HEMA Foto’s, HEMA Beauty, and a HEMA with only its ready-made food, in a similar â€Å"to go† style as its competitor Albert Heijn. The products are sold directly, passing on from HEMAs own suppliers in Hong Kong and Shanghai to the stores for selling. TRENDS IN RETAIL For 2012, several trends were present in the retail business in general. Firstly, the investment in mobile applications and services has increased enormously over the past year. Customers are now able to find store locations, prices, customer reviews and eventually order said products all through their mobile phone. With the continued modernity of cellphones, it is no doubt this trend will keep on climbing and showing its importance in the retail business. Another trend this year has been the stagnant sales due to the low economy in recent times. Customers are spending more on necessary products rather than retail, and it is of great importance for retail companies to find a way to demonstrate the added value and worthiness of the product they are selling, as well as placing it in a competitive price range. Additionally, globalization has taken over the world and influenced greatly on retail. More and more retail companies are encouraged to expand themselves abroad, giving them the competitive edge they need to succeed. Lastly, another trend related retail is that economic times and high prices are forcing stores to become more compact, which has actually been well received by customers, who do not wish to wander in a thousand square meters to get the one product they need. SWOT ANALYSIS * STRENGHTHS: Dutch citizens have been acquainted with HEMA since 1926, which means that a large quantity of the population is attached to their brand. They have one of the most important  advantages that a company can have: loyal customers. * HEMA can be proud of its customer-oriented and committed staff, people who do their best every day achieving at the same time high customer satisfaction. * Contrarily to majority of retailers, HEMA sells its own original brand. The company has its own design dep artment, where highly educated employees come up with new ideas and improved products. What is more, HEMA involves its customers, among them, young talented design students who are given chance to participate in new-product creation. * Own laboratory where all the products are being strictly tested before arriving on store shelves. * Highly creative marketing team often coming up with interesting actions and promotions attracting new customers and retaining the old ones. * Good advertising and multi channel communication with customers. HEMA broadcasts its own TV commercials, distributes leaflets, sends e-mails, newsletters and of course has a well organized website where web shopping is available 24h/24. Ability to track new tendencies and adapt them in a short period; introduction of innovative fashion or an incorporation of a cafe/restaurant into stores is one of many examples. * HEMA takes into consideration the environment during production and logistics processes. It strives to reduce amount of energy used for transportation as well as production, limits packagin g to minimum, takes care of material used and the possibility of their recycling. * Offers a great diversity of household products at quite affordable prices. * Great attention toward a customer and putting his satisfaction first. Thus, each customer that is not satisfied with service provided can claim for refund. * HEMA stores expand with a high rapidity, even monthly. * Demonstrated support for various initiatives such as FAIR TRADE, Return to Sender etc. WEAKNESSES: Although HEMA claims to produce its products in an ecofriendly manner, still a considerable number of products are made of hardly recyclable material. This aspect should be reviewed by HEMA departments and new solutions should be implemented and comply fully to company’s mission of social responsibility. Based on the market research made, HEMA product quality is not the highest in most cases, especially if comparing it to other products with the same price tag. HEMA is currently in the process of suffering from the so-called â€Å"commodity trap†, in which its fellow competitors are selling the same comparable products HEMA does, at lower prices. In reference to our surveys, the cleanliness and neatness of the HEMA stores can b e improved upon, as well as a better control of restocking products that are being sold. HEMA’s great range of products, though a great strength, is also a great weakness, as the management of all these products can become overpowering, and the previously mentioned quality and cleanliness control become more difficult to handle. * OPPORTUNITIES: Its current owner, the London-based private equity firm Lion Capital, has been trying to sell the company since 2011, but there are still plans to, in a year or so, retry its selling proposal. The main stakeholder in this would be Royal Ahold NV, who currently is the owner of the biggest chain of supermarkets in the Netherlands, Albert Heijn, amongst other investments. Pairing up AH and HEMA to sell their products together could prove itself as an incredibly profitable business synergy of brands. -As mentioned before in the retail trends, HEMA could take advantage of the recent mobile phone apps boost, and include an app version of their online store for mobile users to buy the products directly on the go. They already offer their HEMA Photos services online, but could work more on this growing trend to improve sales. -Even though HEMA has a claim on the Corporate Social Responsibility as a company, they could move even further with their actions by actively timulating sustainability amongst their suppliers. Not only does this actively pursue good, it provides a new selling point for customers who believe in sustainability as an added value to a product purchase. Sustainability in companies itself is a growing trend, considering all the education new generations have had over global warming and the threat of the carbon footprint. * THREATS: With t he recent economic crisis in 2012 with the European Union and the budget cuts, retailers in general in the Netherlands, with HEMA included, are suffering from these cuts. The Dutch government will boost the highest value added on consumer goods to 21% from 19% before the austerity measures were in place. This will affect most businesses who handle goods that are not foods or beverages, and even though HEMA does have a part of its business focused on that, it is mostly a mixed retailer. Dutch consumer confidence has hit an all-time low since 2003, notably dropping 1. 3% in February 2012. Due once again to the austerity, Dutch households are facing stagnant salaries with higher retail prices, which means the consumer spending will be reduced. As mentioned before in the opportunities, its current owner, Lion Capital, has been trying to sell the company since 2011 but has so far been unsuccessful to reach its desired 1. 5 billion euro asking price. There are still plans to, in a year or so, retry its selling proposal, which would provide instability within HEMA due to the change of ownership. Of course, it can not be determined whether this change will be beneficial or not, but it most certainly would be an adjustment to the company, and sales might suffer from it. MARKET RESEARCH This section consists of an extensive and thorough market research analysis of HEMA, a multinational retail chain that caters several products in different areas of Europe. The report begins an explanation of its target group. Consequently, there is an analysis of the 7 C’s of web, and a final conclusion is provided. The overall objective is to obtain a full understanding on the views, and behaviors from HEMA’S customers, and how these influence within their purchasing decisions. TARGET GROUP Originally, HEMAs market segment was mainly the middle-low class with its consequent medium range income. However, over the years HEMA has attracted more individuals with a higher income, due to the guaranteed quality their products offer at a very affordable price. The audience  is mainly  between the ages of 14-32, identifying young  parents,  and students as part of this segment. HEMA is focusing more and more on younger customers by different promotion techniques and actions. For example, they recently made a contest for students that were studying any form of design, inviting them to create a new HEMA product with their own fresh ideas. Moreover, they are also reaching youngsters through their parents, personalizing their own product is a key advantage to them. In this digital age all companies must be aware that if they truly want to succeed they must reach their target group through up-to-date methods. Therefore, HEMA reaches most of its customers through TV commercials, Internet, magazines and even direct mail. The most important of these, in this modern time and age, has to be its main website, which not only allows customers to shop online but also provides all the information necessary on current promotions and activities being organized. THE 7C’S OF EFFECTIVE WEBSITE DESIGN In order to look into the 7 C’ S, a required observation of HEMAs main website (http://www. hema. nl) was necessary to regard how each one the forms of effective design were implemented. Context- The sites layout and design is dynamic, very colorful and appealing to the senses, making it an effective tool for marketing. Conte nt- Varied is the most proper way to describe their content. Community- HEMA allows customers to interact with each other by participating in contests, activities and promotions, as well as allowing them to voice their suggestions and complaints. Customization-Since customers can subscribe themselves and create themselves an account, it is possible to have their own customized web page, because the web site will display their most recent purchases and tailor itself automatically each single time. Communication-Their web page uses a two-way communication Connection-The site is linked to other web pages, such as YouTube, Twitter and Facebook. This enables the user to check HEMA’s account in these 3 web sites and to show their most recent acquisitions by uploading pictures of the items. It creates a special bond between the customer and the corporate. Commerce- When there is a purchase of items, the options on payment are several, and allowing the customer to decide what is his or her best option. In acknowledgement of the before stated reasons, HEMA does make a full use of the 7 cs. QUANTITATIVE RESEARCH SURVEY ANALYSIS The questionnaire will probe the following 9 questions: 1-Do you ever shop at HEMA? 2-If yes, how often? 3-Do you like HEMA, neither like it nor dislike it, or dislike it? 4-How clean are HEMA stores? 5-Compared to its competitors are HEMA’S prices more reasonable, less reasonable or about the same. -In terms of quality, how good are HEMA’S products 7-Description of HEMA in 3 words 8-On a scale from 1-10, which overall grade would you give HEMA 9-In a maximum of 3 words, please tell us on what you would like HEMA to improve After a survey collection and thorough analysis took place, the results were the following: 1-Do you ever shop at HEMA? 95. 2% of the people interviewed admitted to have ever shop ped at HEMA. 4. 8% had never shopped at HEMA before. 2-If yes, how often? From the 95. 2% whom claimed to have ever shopped at HEMA, had 94. % purchase goods at the store once a week, the remaining 5. 6% went to the store at least 3 times a week. 3-Do you like HEMA, neutral, or dislike it? 19% of the interviewees likes HEMA a great deal, 47. 6% like it a moderate amount, 14. 3% like it a little, 19% are neutral 4-How clean are HEMA stores? 19% believe the stores are clean, 61. 9% say they are moderately clean, 14. 3% state that it is slightly clean, and 4. 8% think it is not clean at all. 5-Compared to its competitors are HEMA’S prices more reasonable, less reasonable or about the same? 47. 6% believes the prices are reasonable, and a 52. % that they are less reasonable than the ones of the competitors. 6-In terms of quality, how good are HEMA’S products *90. 5% said the product quality was good, a 9. 5% said they were awful. * QUALITATIVE RESEARCH For the qualitative research, we went on a field trip to several HEMA’s to get a few in depth interviews with their customers. At the quantitative research, we mostly ask fixed answer questions to get structured answers and get clear statistics from it. The qualitative is quite the contrary, we ask open question thus not trying to persuade the customers by giving them several options as answers. We asked the following questions that are relative to the marketing research: 1. What are your experiences when shopping at HEMA? The majority of the interviewees were more than positive about their experiences. Not one had a negative experience at one of the HEMA’s. One claimed that they even have everything in the little HEMA’s in the small villages outside of the big city: â€Å"It is unbelievable (and quite scary) how accurate they know us, costumer! † Another costumer: â€Å"The employees are always friendly and helpful, even though they cannot satisfy our needs as costumers. † 2. How would you describe the quality of the products? Here again, the majority is very satisfied about the quality of the products. â€Å"The price/quality ratio is fairly good. I know what to expect from the products. Let’s take a their china for example, I know their bowls won’t last a lifetime. If I want bowls that last a lifetime I will shop at Georg Jensen. This way I can change my china more often and get a fresh new look in the kitchen. † All the interviewees were satisfied with the products bought, though most of them take inconsideration that the products are not the best on the market. 3. What is your opinion about the tidy/cleanness of the stores? Positive feedback: â€Å"The stores look clean†, â€Å"Well organized†, â€Å"Good structure of the placement of the products† Negative feedback: â€Å"Too many products cramped into too little space†, â€Å"Quite mess at the sales shelves†, â€Å"The floors are dusty, though this problem appears in most shops†. The opinions on this question are fairly divided. The bigger shops seemed to have more negative feedback, due to its large variety of products. The overview was lost and the employers were having troubles keeping the shelves organized and the store clean. Response Summary Criteria-8 people were individually interviewed for more in-depth findings, and 40 answered a survey. SALES PROPOSAL * Executive Summary For HEMA a Dutch discount retail chain, which is characterized by relative low pricing products mainly made by the company itself, the customer’s opinion and view about the company is the most important. Time by time, the company has been including new products and ideas to the company trying to make it more attractive to buyers, and then is when the food section came to HEMA becoming its pride with products such as â€Å"rook worst’, Tompouces and pies. However, after having done some research in different locations of HEMA, we found out that even though customers like the food of HEMA, most of them think that the cleanliness of the food section is not positive. Another fact is that since HEMA is characterized by having all kind of self developed articles concentrated on daily necessities, people like to go there whenever they need something especially â€Å"urgent†. According to our research, it happens often that products are not being restocked frequently. This leaves the client with a sense of emptiness after having travelled the whole store in search of that needed product. Our understanding YOUR COMPANY HEMA is a company that makes life fun and easy in an inexpensive way. In HEMA you will find the remarkable combination of â€Å"only the best items for everyday life, with its own especial design, for surprisingly low prices† and with a staff that is always ready to help you with pride, commitment and with love fo r their company. YOUR NEEDS HEMA is a store where customers go mostly when they need to find something in particular, for example house ware products, school accessories or to have the 1euro breakfast. Customer who go to HEMA, mostly know what they are looking for and what they can find at HEMA. Therefore, HEMA needs to be always prepared to receive these customers, by knowing and having in advance what they are looking for. HEMA needs to create an especial importance to restocking of products. Since most HEMA’s is a large store, where you mostly spend more time than in a particular store, clients do not like to go there, looking for something they know HEMA provides and not finding it because of restocking issues. Makeup, stationery, and house ware tools are some of the sections that have to be always filled. HEMA has a rather small food section, however it is famous for the good taste and low price of their products. The 1euro breakfast, the famous worst and the pastry attract fixed buyers day by day to the store. However, after our research we found out that clients were not especially happy with the cleanliness of this section. Most of the time workers who receive money are the same ones that fixed or deliver the food, this without changing or wearing hand gloves. There must be in HEMA a clear differentiation between the person who is handling the cash and that who is touching the food. In the case that this is the same person there should be a imminent use of hand gloves for each of those actions. Prioritized list of needs: More frequently restocking of HEMA products. * Improvement of cleanliness in the food section. DESCISION CRITERIA Key Decision Criteria| Importance(High, Med, Low)| 1. Product Restocking| Med| 2. Food Section Cleanliness Improvement| High | * Our Solution FOOD SECTION CLEANLINESS IMPROVEMENT * For the food section the solution is the implementation of gloves for all employe es; enough gloves to be changed after a certain amount of time. Another solution is the distinction of the person working at the register and the person handling and preparing the food. There should not be one person who can use cash and prepare food at the same time. If necessary and for the variation there could be shifts so the employees can also perform different activities, however for one employee the shift should not chance more than once daily. Example: Natalia receives payments from 9 to 12 and then from 12 to 5 she prepares food. PRODUCT RESTOCKING * For the restocking problem, there could be more frequently revisions of the products that need to be restocked, maybe once a week. Then the making of a product criterion should be made, recognizing which products are the most sold and therefore have to be always available. After the identification of those products, there should be made an agreement that within certain time (for example 2 weeks) those products will be delivered to the store, regardless of the already in store stock of that product. * Conclusion Our group chose HEMA as company for the importance of the store to the Dutch market. HEMA is a story with many years of experience and long trajectory in the market where customers go to purchase good quality products, with personal and innovative designs all for average low prices. Even though we did not find almost any negative points of the company and we were very leased with many aspects of HEMA such as the employees treatment towards customers or the large scale of products they offer, we all agreed on the fact

Outer Circle - Definition and Examples - World English

Outer Circle s - World English The outer circle is made up of post-colonial countries in which English, though not the mother tongue, has for a significant period of time played an important role in education, governance, and popular culture. Countries in the outer circle include India, Nigeria, Pakistan, the Philippines, Singapore, South Africa, and more than 50 other nations. Low Ee  Ling  and Adam Brown describe the outer circle as those countries in the earlier phases of the spread of English in non-native settings[,] . . . where English has become institutionalized or has become part of the countrys chief institutions (English in Singapore, 2005).   The outer circle is one of the three concentric circles of World English described by linguist Braj Kachru in Standards, Codification and Sociolinguistic Realism: The English Language in the Outer Circle (1985).   The labels inner, outer, and expanding  circles represent the type of spread, the patterns of acquisition, and the functional allocation of the English language in diverse cultural contexts.  As discussed below, these labels remain controversial. Explanations of Outer Circle English In the Inner Circle, English spread largely because of a migration of English speakers. In time each settlement developed its own national variety. On the other hand, the spread of English in the Outer Circle has occurred largely as a result of colonization by English-speaking nations. Here, two major types of linguistic development occurred. In some countries like Nigeria and India, where under colonial powers it developed as an elite second language, only a minority of the society acquired English. However, in other countries like Barbados and Jamaica, the slave trade had a significant impact on the variety of English spoken, resulting in the development of English-based pidgins and creoles.(Sandra Lee McKay, Teaching English as an International Language: Rethinking Goals and Approaches. Oxford University Press, 2002)The Outer Circle may be thought of as country contexts where English was first introduced as a colonial language for administrative purposes. . . . English is used in these countries for intra-country purposes. In addition to Outer Circle, terms frequently used to describe the manner in which English has evolved in these settings include institutionalized and nativized. In these countries, a variety of English has evolved which possesses the common core characteristics of Inner Circle varieties of English, but in addition can be distinguished from them by particular lexical, phonological, pragmatic, and morphosyntactic innovations.(Kimberly Brown, World Englishes:  To Teach or Not to Teach. World Englishes, ed. by   Kingsley Bolton and Braj B. Kachru. Routledge, 2006) Problems With the World Englishes Model Considering the history of the emancipation of various Englishes around the globe, it is obvious that the groundbreaking work emanated from and has been essentially focused on the Outer Circle. But it has been an uphill struggle. Even today, what is often termed international by Inner Circle scholars, publishers, etc. is often simply interpreted as the international spread of native-speaker Standard English (a minority variety in itself) rather than the way English has changed to meet international needs.(Barbara Seidlhofer, World Englishes and English as a Lingua Franca: Two Frameworks or One? World EnglishesProblems, Properties and Prospects, ed. by Thomas Hoffmann and Lucia Siebers. John Benjamins, 2009)As a large number speakers from the Outer-Circle and Expanding-Circle countries now live in the Inner-Circle countries, even native speakers of English are increasingly exposed to World Englishes. This means revising the notion of proficiency even for the English of native speakers . Canagarajah (2006: 233) maintains that, in a context where we have to constantly shuffle between different varieties [of English] and communities, proficiency becomes complex . . . one needs the capacity to negotiate diverse varieties to facilitate communication.(Farzad Sharifian, English as an International Language: An Overview. English as an International Language: Perspectives and Pedagogical Issues, ed. by F. Sharifian. Multilingual Matters, 2009) Also Known As: extended circle

Armistice Day has Lost its Meaning

A look at why Armistice Day has currently lost meaning for American society. This is an argumentative paper that deals with the lost meaning of Armistice Day, or as it is better known, Veterans Day. The author argues that this American holiday has lost significance and meaning as a memorial day.With 500,000 cheering, flag-waving spectators lining the way, and thundering drums flanked by nostalgic Glenn Miller swing music on the autumn air, tens of thousands of proud American warriors marched out of the past and up Fifth Avenue in New Yorks largest Veterans Day Parade since the end of World War II.This 1995 parade was a victory of sorts due to the fact that, in recent years, Veterans Day observations have become, as Robert McFadden says,desultory at best, with spectators often limited to passers-by walking their dogs or heading out for a quart of milk(On Parade).This parade was evidence of a revival in veteran appreciation, and a renewal of Veterans Day as a much celebrated American holiday.But while this parade can be used to model a renewal in ceremony and e nthusiasm, the true meaning of Veterans Day, or Armistice Day as it was originally called, has been lost.

Oxycodone Use and Abuse Research Paper Example | Topics and Well Written Essays - 1750 words

Oxycodone Use and Abuse - Research Paper Example The drug is very addictive in effect and is used by many people for reasons other than just pain relief. â€Å"Oxycodone, an opioid with known abuse liability, is misused by the intranasal route† (Middleton et al., 2012). Repeated intake of Oxycodone develops tolerance in the individual so that higher doses are needed for the same effects to be experienced. This paper discusses the uses and abuses, effects, signs and symptoms, and treatment options for the Oxycodone abuse. The most fundamental positive effect of Oxycodone is that it is a very good drug for pain management for a long time. While common pain killers’ action lasts anywhere between four to six hours, oxycodone gives round the clock pain relief to the patient. According to Marry A. Simmonds is a cancer specialist and gave testimony on OxyContin’s value in the alleviation of pain experienced because of cancer at the 2002 Congressional hearing. OxyContin is a drug that contains anywhere from 10 to 80 milligrams of Oxycodone (Skarlunis 2012, p. 1). According to Simmonds, â€Å"If you have pain thats there all the time, four hours goes by very quickly. †¦If youre not watching the clock, the pain comes back. People tend not to take their pills on time. The pain builds back up, so youre starting over. Its not very good management of pain. †¦For moderate to severe pain, aspirin and Tylenol arent effective. We do need opioids† (Simmonds cited in Skarlunis, 2012, p. 1 ). Many doctors prescribe Oxycodone as an alternative to the opiates and especially when such drugs as diphenoxylate and loperamide have been tried and found ineffective for the treatment of severe diarrhea in a particular case. A vast majority of abusers do not take Oxycodone as a drug for abuse in the start; they are rather prescribed by the doctor to help in the pain relief, but many patients spiral out of control and start using the drug for abuse rather than pain relief. With the increase in their tolerance for Oxycodone, they need

Organizational Analysis Essay Example | Topics and Well Written Essays - 1500 words - 1

Organizational Analysis - Essay Example The main focus of Amazon.com is on selection, expediency and price to customers who are served through numerous websites. Conversely, sellers are provided with the programs that enable them to sell their commodities online through the company’s websites and the sellers’ own websites as well. Kindle Direct publishing online platform allows independent authors and publishers to present their books in the Kindle store and users have to subscribe to view the books online while Amazon.com manufactures and sells Kindle e-reader devices (Finance.yahoo.com, 2013). For musicians, filmmakers, authors and applications developers among others, Amazon.com offers numerous programs through which they can make known and sell their content. For customers interested in credit cards, Amazon Inc. provides co-branded credit card agreements. The company also offers fulfillment and advertising services to its customers (Finance.yahoo.com, 2013). 1.2. What Amazon.com, Inc. Does? Amazon.com Inc . was established as an online bookstore. However, time have seen Amazon diversify to incorporate services of CDs, video games, electronics, furniture, DVDs, jewelry, apparel, software, MP3 downloads, food and toys selling among others. Reuters (2013) points out that Amazon.com Inc. also manufactures and vends consumer devices which are: the Kindle Fire Tablet PC and Kindle e-book reader. The fire tablet device is one of the well-known suppliers of services in cloud computing. According to Reuters (2013), Amazon.com Inc. focused on improving its operating efficiencies such that it offers continued low cost for its customers. In addition, each encounter with Amazon.com Inc customers is made such that it is fast, timely and reliably fulfilling (Reuters, 2013). 1.3. The customers served by Amazon.com Inc Amazon is well known by its customers for proffering the lowest prices there are for both its products and shipping offers each day (Reuters, 2013). Lowest prices are also available th rough membership to Amazon prime. Amazon.com Inc. customers of small, medium and large scale developers and enterprises obtain technology infrastructure access through Amazon Web Service or AWS for nearly all forms of businesses while authors and book publishers receive Amazon Kindle direct publishing (Reuters, 2013). Customer services are offered through websites that are separate for each region like Canada, United States, Spain, Brazil, China and Japan among others. For countries where Amazon.com has no website, Amazon products are shipped internationally (Finance.yahoo.com, 2013). 1.4. Size of Amazon.com Inc Amazon.com remains the leading online retailer e-commerce multinational with centers for development of software situated at North America, Europe, Asia and Africa. For effective service delivery, Amazon operates under North America segment and the international segment (Reuters, 2013). The North American segment is accountable for Amazon services in North America and Canada while the International segment is responsible for retails sales made from internationally-oriented websites through consumer products’ sales and subscriptions. Finance.yahoo.com (2013) reveals that Amazon Inc offers its services through 88,400 permanent employees working under numerous departments and locations worldwide. Amazon

Outcome Essay Example for Free

Outcome Essay Identify non medical incidents and emergencies that may occur in the work setting Non medical incidents and emergencies that may occur in work settings could be a fire, a flood or a lack of electricity/water/gas/heat. 3. 2. A. Outline the actions to take in response to in the following situations; fire If there was a fire in your nursery setting, you would have to do the simple fire drill. If you discover the fire, you would have to raise the alarm. Once you have raised the alarm, you would have to immediately evacuate the building using the nearest safe exit, someone would have to pick up the register on the way out. Staff would lead the children out in a nice straight line and you would go to the designated assembly point. The manager would then check all areas in the building (toilets, staff room, baby changing area, sleep room, play areas) etc to check there is no other children in the building. You would close all doors behind you and dial 999 and ask for the fire service. Whilst waiting for the fire service you would check the register to make sure you have all your children. If the fire was only small, you could attempt to put it out. If it was too dangerous to put out, you would leave it and evacuate ASAP with all the children in a single fire. 3. 2. B. Outline the actions to take in response to in the following situations; security incident If there was a security incident in your nursery there is a procedure you have to take. 3. 2. C. Outline the actions to take in response to in the following situations; emergency incident

A Jury of Her Peers by Susan Glaspell Essay -- A Jury of Her Peers Ess

"A Jury of her Peers" was written by Susan Glaspell in 1917. This short story is entertaining but also tells the story of women in the early twentieth century. Ms Glaspell give you an idea about the hardships that women had to deal with, such as loneliness, lack of beauty, physical labor, and living in a male dominated society. The characters consist of two couples and a lawyer. The men are trying to convict Minnie Foster of murdering her husband while he was sleeping. The story takes place in Minnie's house. Throughout most of the play the men ridicule the women. This is ironic because the women are the ones that end up finding the missing link to the killing. Throughout the play the men are looking for evidence that would give Minnie a motive for the killing her husband. The men look everywhere for evidence; as they do this they poke fun of the women. The men just do not understand the hardships of being a woman at the turn of the century. Loneliness was a major factor for farmwomen in the early part of the century. Elaine Hedges quotes Faragher's statement saying "the single most important distinction between the social and cultural worlds of men and women was the isolation and immobility of wives compared to husbands" (Elaine Hedges 99). The isolation of the houses contributed to the loneliness women felt. The farmhouses were miles apart and could take up to half a day just to visit a friend. Women did not have time in their busy schedule to take such trips. Women were preoccupied with household chores and running the family. The men could combat loneliness because they had the advantage of going into town with the crops. At these visits they could catch up on the news as they sat in the saloons with the gu... ...ause none of them were small. To can fruit there is a lot of effort involved. The fruit must be grown, picked, and still canned. Ms Hedges informs her readers of the physical labor involved by quoting old diaries, "Friday May 27 This is the dreaded washing day" (Hedges 96). One must not forget that there was no running water back then. One load of wash took tremendous amounts of labor: "One wash, one boiling and one rinse used about fifty gallons of water -- or four hundred pounds -- which had to be moved from pump or well to faucet to stove and tub, in buckets and wash boilers that might weigh as much as forty or fifty pounds" (Hedges 96). This reason alone explains why Minnie is worried about her jars while she is in jail. As one can see "A Jury of Her Peers" was not only written for entertainment, but also to demonstrate how rough life for farmwomen was.

Prose Written Before Nineteen Hundred Essay

This assessment objective requires students to respond to the question with views informed by the interpretations of others. By others is meant fellow students, teachers and, more obviously, professional critics. Others can also refer to cultural perspectives adopted from varying standpoints: religious, political, class, age or gender based. The requirement can be looked at in two ways: (i) as a request that we include the views of critics to illuminate a point, support an argument or as claims that needs to be challenged. Remember that external critical opinions need to be acknowledged ( and referenced where possible) in order to pre-empt accusations of plagiarism. (ii) as an invite to demonstrate awareness that we tend, as individuals, to interpret texts from within sets of personal and cultural frameworks: gender, age, class, race, nationality, creed, historical era and psychological make-up. For example, your sympathy or otherwise Henry Fleming in The Red Badge of Courage may be influenced your gender age, class and political affiliation, creed, psychological make-up and the era in which you are rooted. General McClurg’s famous diatribe on the novel clearly relates to his upbringing, military experience and status and particular brand of patriotism. Other, more appreciative views of the work may have been constructed from within a different, more humanistic sphere. Coriolanus has been interpreted in different places and eras as military hero, fascist strongman and tyrannical opponent of democracy. It is obvious that at the present day one’s sympathy or otherwise for Coriolanus could relate to one’s politics. The question of whether King Lear implies the existence of an after life and an ultimate moral order may be determined by whether or not the reader possesses a religious sensibility. Whereas a Christian might see the plot as having a ‘redemptive pattern’, an atheist might view the conclusion as patently pessimistic. Again, attitudes to the sisters in the play could relate, at least partially, to the reader’s views on feminism and attitude to patriarchy.

Of mice and men by John Steinbeck Essay

â€Å"Studying stage Drama enables us to see into a world that is very different from our own and to feel compassion for those who are unable to take control of their own lives† â€Å"Of mice and men† By John Steinbeck is a very interesting and compelling text, and positions us as the reader to accept Lennie as the victim even though he killed someone, we as the reader are given many insights that some of the other characters do not get to experience, and therefore can get this message as the dominant reading. The earliest accounts of the life of Lennie and George tells us a tale about Lennie and his accidents involving mice, Lennie who gets presents of mice from his aunt, crushes there heads, because he doesn’t know his own strength, he loves the mice, and cared for them, but because of his love for the mice they bite him and he crushes the mouse’s heads, Lennie is definitely mentally retarded, and as such he does things that regular people would not do it would seem that Lennie’s mentality was not designed for his body, if he was a thin weedy man then he would have no problems, he could pet animals AND make them stay alive, but things aren’t always as we like them Because the playwright is trying to establish Lennie as â€Å"the good guy† we are also positioned at the scene of their last job, Lennie feels a ladies dress, the woman screams, he holds on, she starts yelling to the police, he holds, and as a result, poor George has to spend a night in a ditch and what was the reason? â€Å"I only did it to feel how soft it was† says Lennie, even though this is still fairly strange, you as the reader can relate to him and say well, it really isn’t his fault. Now I know you are wondering, â€Å"Why did Lennie hold on even through the screams and the yelling police, why didn’t he just let go?† consider this story, a young child between the ages of 1 and 3 is found near his dead mother, holding on for dear life, and mentally Lennie was much the same way whenever he gets scared or frightened, he will hold on to it, you cannot blame the woman for her reaction, a big tall man grabbing onto her dress, she has every right to feel threatened, and as a result, Lennie gets George into trouble, and they have to spend the night in the ditch. On the farm, curly is picking fights; not only is he picking fights but he is picking fights that he can’t win, apart from his height, what exactly did Lennie do? He laughed, oh no, dear God, how will he survive? George was going to teach him a lesson, but he wanted Lennie, this time he went too far, Lennie didn’t want to fight curly, but he gave him no choice, he was scared and frightened, and once again, the mentality issue shines brightly, he grabs Curly’s hand and he doesn’t let go, he crushes every single bone in his hand, and again Lennie is portrayed as the â€Å"good guy†, what else could he do? The final matter is the matter of Curly’s wife’s death, this even if he is retarded, still classifies as murder, no matter how much they try to sugar coat it, it is still murder, and he pays for it with his own death, he gave George, his best friend, no other choice other than to kill him for his own good, his strength, has been the cause of all these problems right from the beginning, and although you can feel sorry for him, he should have had more common sense, he was retarded, and there is nothing you can do about that, but he should have learnt what was right and appropriate, and killing innocent people, even if it was manslaughter, is still bad. And so we are given an insight into the life of Lennie, we feel compassion for him and George, we have been positioned to draw this conclusion, well, you’d be hard pressed to try and prove he wasn’t wouldn’t you? It seams there is two cases of murder (not counting the various animal deaths) George isn’t the bad guy because he did what was best for Lennie, and Lennie wasn’t the bad guy because he is retarded.

Write A Concise Statement Of Gratitude Identifying The Ethical And

Write A Concise Statement Of Gratitude Identifying The Ethical And Write A Concise Statement Of Gratitude Identifying The Ethical And Intellectual Debts You Owe To – Book Report/Review Example ment of Gratitude Every living person is molded by various influences in his/her life. Early influences usually serve to build the character andmorals of a person, and hence the emphasis on good schools, teachers and friends from early childhood. My own early memories take me back to my mother drilling into me the importance of good health and cleanliness. I remember her often chiding me for not washing before sitting down to a meal after a session in the playground. Good health, she often said was the key to being successful in everything you do, because only a healthy body can keep your mind healthy. Today, my health, fitness and happiness are her greatest gifts to me. I can never thank her enough for instilling in me habits of cleanliness and regular exercise that are the reason for my fitness and good health. As I grew up I was greatly influenced by my father, an upright man who was never easily swayed by anything. He was very particular that I thought things out carefully before deciding on a course of action. My father advised me to always think things through and thoroughly examine â€Å"all things severally †¦Ã¢â‚¬ ¦.and without confusion, in an orderly way† (Marcus Aurelius, The Meditations) before coming to a decision. A hasty decision, without taking all factors of a situation into account, he maintained would surely end in disaster. His words echoed in my ears every time I stood at the crossroads, and I cannot count the number of times his advice has stood me in good stead. Every time this happens I send him a silent thank you knowing it will reach him wherever he may be. My brother Michael too has always been a great source of guidance. Most importantly he has taught me to do that which my conscience tells me is right, not that which is easiest to do or because it will elevate me in the eyes of my peer group. I am deeply indebted to Michael for his guidance and strength in times of indecision. I learned from Michael the same thing that Marcus Aurelius learned from Apollonius - â€Å"undeviating steadiness of purpose†, (Marcus Aurelius, The Meditations) to carry on in the face of all odds till I reach my goal.I am sure these qualities will go a long way in helping me reach my ultimate goals in life. I do hope that I too can at some time in my life be to another, the kind of mentor that my parents and my brother have been to me. Marcus Aurelius The Meditations Book 1 Translated by George Long

The Leadership Experience in 21st Century Research Paper

The Leadership Experience in 21st Century - Research Paper Example In such situations, the leaders need to communicate with the staffs properly. By this process, the leaders try to improve the relationship of the employees with the company. As per the author Drucker, in the 21st century, the organizational leaders act as a mediator between the managers and the employees. They contribute to building the strong relationship with organizational members. The leaders need to perform a wide range of responsibilities and duties for facilitating the business in holding their position in the competitive market. Most of the decisions of an organization are taken by its management team. The leaders need to communicate the decisions properly to the employees and take their feedbacks. Ineffective communication of company’s decision affects its productivity and employees performances. The leaders are responsible for managing these issues. They use advanced technologies for making the employees aware of the activities and functions of the firm. In the moder n business, employees are focusing more on the flexible rules and benefits which the companies are offering to them. It has become a vital challenge for the leader to understand what flexible rules and benefits will help the firm to retain its employees and increase its productivity. In the present scenario, staffs tend to leave their jobs frequently if they are not satisfied with the organization. Lack of skilled labour hampers the growth of the company. The leaders of 21st century develop strategies for retaining organizational members.

LNG as Fuel for Aircraft Essay Example | Topics and Well Written Essays - 1000 words

LNG as Fuel for Aircraft - Essay Example Conceptual Configuration 1.1 Liquefaction Cycle Liquefaction allows gas to be stored economically. Propane Precooled Multi-Component Refrigerant Cycle (Carson’s Report, pg 221) will be used to create the LNG from the natural gas feed. This process also known as the C3-MR system is used widely in today’s LNG industries. This system uses a multi-component refrigerant, usually nitrogen, methane, propane, butane, ethane and pentane to condense and evaporate natural gas in one cycle over a wide range of temperatures.( http://books.google.com.au/books?id=b14hnWUAOPYC&pg=PA115&lpg=PA115&dq=propane-precooled+multi-component+refrigerant+cycle&source=bl&ots=NyBe3x3X2H&sig=lGG5YDOJ9TkF_ntOmXjcG2Es2Fc&hl=en#v=onepage&q=propane-precooled%20multi-component%20refrigerant%20cycle&f=false) 1.2 Storage Facility In this section we will show our storage facility by calculating the storage capacity needed (table 1.2.1), studying the current LNG storage tanks and their capacity and choosing the appropriate facility for our project. Storage Capacity                Number of Flights per day    14                      Usage per Flight          LNG Density (kg/m^3)    455 Weight (kg)    26043.97 Volume(m^3)    57.23949                      Usage per Day          LNG Density (kg/m^3)    455 Weight (kg)    364615.6 Volume(m^3)    801.3529                   Needed storage capacity per day (m^3)                LNG 801.3529             Annual Storage Capacity (m^3)                LNG 292493.8    Table 1.2.1 Storage Capacity Calculation LNG is a cryogenic liquid. The term â€Å"cryogenic† means low temperature, generally below -73 °C. LNG is a clear liquid, with a density of about 45% that of water. The LNG is typically stored in double-walled tanks at atmospheric pressure. The storage tank is actually a tank within a tank. The annular space between the two tank wal ls is filled with insulation. The inner tank, in contact with the LNG, is made of 9% nickel steel, suitable for cryogenic service and structural loading of LNG. The outer tank is generally made of carbon steel or prestressed concrete. 1.3 Processing Facility This stage includes the requirements to sub-cool LNG prior to the loading into the aircraft fuel pods. Lng needs to be sub cooled to -161 degrees Celsius for it to remain in the liquid form. 1.4 Distribution Facility Our distribution facility will include pipings, pumps and hydrants required to deliver LNG from the storage tanks to the aircraft. Pipeline System As the liquefaction and storage facilities are within the airport boundary, the pipeline costs will be lesser than that of distribution and transportation through trucks. Sizing requirements to meet the distance from the storage tanks to the aircraft. To be able to simultaneously fill 2 aircrafts at one time. Under the ground (trench covered by open grating) to prevent he at penetration. Pipeline insulation by thick polyurethane to prevent heat infiltration. 2. Ground Systems Operating Procedure The primary operations that will be considered in this section: Receipt of gas for liquefaction Liquefaction Storage Delivery of LNG In our project, we will be receiving liquefied natural gas, which will eliminate the process of liquefaction. The reason for such an arrangement would be that the amount of LNG usage for our operation does not require a facility to produce LNG with a natural gas feed. Also, costs are not feasible to create a natural gas feed at the airports. With this, we move on to the