Social Work Practice with Mexican Americans

Compare and Contrast the Views on Human and Governmental Nat essays

Compare and Contrast the Views on Human and Governmental Nat essays During the 17th and 18th centuries Europe entered a period of Enlightenment. This period denounced and rejected the Aristotelian view of Scholasticism that still dominated Renaissance Europe, and brought forth a fresh view on the world through rationalization and logic. John Locke (1632-1704) and Jean-Jacques Rousseau (1712-1778) both revolutionized human-nature and political thought during this period. Despite the similarity of being pro constitutionalism, their achievements exposed different ideas. In his Essay Concerning Human Understanding, Locke explored the function of the human mind. He symbolized birth as a Tabula Rosa (blank tablet), and argued that there existed no innate ideas; all knowledge is derived from direct sensual experiences. He also denied the existence of intrinsic moral norms. He believed moral ideas to be the product of peoples free acts of self-discipline so that conflict in conscience may be avoided and happiness attained. Locke was very religious as well. At no point did he ever try to eradicate the Churchs teachings. In fact, one of his believes was of Deism, the belief that Christian teachings were identical to those of uncorrupted reason. To him, a rational person would always live according to Christian moral precepts. He, however, firmly denied toleration to Catholics and atheists, and sanctified a variety of Protestant sects. While the reign of Charles II, Lock wrote Two Treatises of Government. Here he opposed the argument, given by Sir Robert Filmer and Thomas Hobbs, absolute monarchies. Locke devoted his entire first treatise to refute the idea that kings had a right over their subjects as a father has over his children, set by Sir Filmer in his book Patriarcha. He maintained that both kings and fathers were bound by the law of nature. He stated in his second treatise that the voice of reason teaches that all mankind [is] equal and independent, and that no one ought to harm ...

Regarding a Vision Assignment Example | Topics and Well Written Essays - 250 words

Regarding a Vision - Assignment Example Support for the creation of a vision and strategy recommendation of Kotter, 1996, can be seen in the needs analysis component of the needs assessment life cycle stage of Haddad, 2006. Haddad, 2006 starts off with calling for the identification of urgent business and organizational objectives, which is not so different from the creation of a vision advice of Kotter, 1996. The remaining five components of the need analysis component in essence provide the means for developing a strategy for managing the change process (Haddad, 2006). According to Kim and Mauborgne, 2003, p. 4, â€Å"in any organization, once beliefs and energies of a critical mass of people are engaged, conversion to a new idea will spread like an epidemic†. What are the beliefs that the authors are talking about. In essence it is the new vision for the organization. In addition, their tipping point leadership concept of cognitive hurdle, resource hurdle, motivational hurdle, and political hurdle are guiding posts for the development the appropriate strategy for the change management process (Kim & Mauborgne, 2003). My ideas are rather more simplistic. I am in tune with what Kotter recommends. The change process involves a group of people heading off in a new direction. Therefore the first essential is where the group is headed to and that is the vision. Now there is the question on how to get there in the easiest way, without losing some of the group. The strategy is the answer to this

Jefferson State Community College Birmingham, AL Campus Police Research Paper

Jefferson State Community College Birmingham, AL Campus Police - Research Paper Example This essay will review the campus police department at the Jefferson State Community College Birmingham, addressing several factors about the police department. These factors include issues such as the jurisdiction that the department covers, the primary crime problems and measures taken to prevent them, the campus crime trends over the past five years, how the department interacts with other law enforcement agencies, qualifications of officers in the department, training and certification of the officers and campus statistics among other issues. Introduction Campus or university police in the US and other countries are sworn law enforcement agents deployed to colleges and universities with a view to provide protection in the campus and its environs, and persons who visit, work or live in it. In Jefferson State Community College, the Jefferson State Police Department is tasked with upholding law and order in the community. These officers are sworn personnel who work in collaboration with campus security officers to contain and prevent crimes and civil unrest problems such as riots and other unruly behavior by students in and around the campus premises. While campus police sometimes employ and train students to serve as escorts to other students, campus police in Jefferson State Community College have the ultimate task of ensuring overall security throughout the entire campus. Jefferson State Community College campus police have immeasurable merit in the performance of their duties within the diverse college community. Discussion Jurisdiction Covered by the Campus Police Department The Jefferson State Community College campus police has jurisdiction over all accidents that take place on campus grounds. The campus police are tasked with completing all the necessary accident reports necessitated by state and federal law. In addition, the campus police assist students who encounter vehicular problems while on campus grounds. In addition, the campus police departmen t entails the protection of life and property within the campus. This encompasses students and college faculty and the college’s property, as well as individuals’ property (JSCC, 2011). It is also within the campus police jurisdiction to keep up a successful and efficient parking system within the campus and maintain a viable traffic system that allows for easy movement in and around the college premises. The police also provide driving directions for those who work, visit, or live on the college premises. It is also the campus police department’s work to report serious crimes to law enforcement agencies and assist the latter in conducting investigations. Moreover, the campus police officers, who have fully-fledged arresting powers, ensure law and order by arresting disorderly and unruly members of the college community and presenting them to the school’s disciplinary committee. The Jefferson State Community College campus police are also mandated with th e response, investigation, as well as prosecution of criminal indignations that take place on campus grounds. Crime Problems and Preventative Measures The predominant crime problems within the campus are burglary, road accidents, possession and distribution of drugs, disorderly conduct and possession of firearms. In order to prevent the incident of in-campus road accidents, the campus requires that all students

Source Document Analysis Essay Example | Topics and Well Written Essays - 1000 words

Source Document Analysis - Essay Example Elizabeth as queen represents England and the 30 year old Sir Walter Raleigh and ‘his heires and assignes forever’ (page 289), will act as her agent in the ‘new lands and countries.’ As to whether Elizabeth had the right to claim for herself land that already belonged to others, the American natives, that is another matter. Walter Raleigh was an explorer, but in fact, as far as North America was concerned, he merely organised various expeditions.. He is described as ‘our trusted and well beloved servant’, He is given great authority, â€Å"all and meere power and authoritie to correct, punish, pardon, governe,† ( page 293) but the queen was giving nothing away. She expected great returns from her new world colonies.( page 291) â€Å" reserving alwayes to us, our heires and successors, for all services, dueties, and demaunds, the fift part of all the oare of golde and silver.† She was presumably influenced by the stories of gold and silver that the Spanish had discovered further south. There were provisions in case of problems ( page 295 and 296). Then there would be retaliation – if there was not satisfaction then all involved would be ‘out of our allegiance and protection.’ ( page 296) As well as an explorer Raleigh was also courtier, statesman, farmer, sailor, scientist and man of letters. Despite all this, and the apparent esteem in which Elizabeth seems to hold him when this letter patent was written, he would later fall from royal favour and become a prisoner in the notorious Tower of London. This happened when Elizabeth discovered his intrigue with one of court ladies, Elizabeth Throckmorton, a lady whom he would later marry. Paul Halsall ( 1998) puts his problems down to rivalry from his rival the Earl of Essex, a great favourite of Elizabeth’s. He would get into even worse trouble during the reign of Elizabeth’s successor , James I, and was eventually executed. Despit e the fact that the document states that Raleigh is described as ‘discovering and planting new lands, he in fact did this in company with his much less well known half brother Sir Humphrey Gilbert., as described by Paul Halsall, 1998. The queen would not allow Raleigh to actually land in North America, but he did much of the organizing, including the beginnings of Roanoke Island. Also although it just says ‘new lands and countries’ it in fact referred to the colonization of Virginia. However despite two expeditions, and attempts to found lasting settlements, neither resulted in a permanent settlement. There is mention of Raleigh’s ‘heirs and assignees forever’ and to Elizabeth’s ‘heires and successors’, yet in the second line of the heading a much shorter and more precise period is mentioned ‘the space of six yeeres and no more’. During this period Elizabeth forbids others to interfere.( page 292) Elizabeth was in control. She had earlier refused to allow Raleigh to travel to Nova Scotia with his half brother in 1583, a trip from which Gilbert did not return alive. ( The Pirates, undated), We are told that Sir Walter Raleigh could go anywhere not already in the possession ‘of any Christian Prince’ i.e. he couldn’t take over land already held by Spain for instance. We are told he can ‘have, hold occupy and enjoy’

Adjustment Disorder with Disturbance of Conduct Case Study

Adjustment Disorder with Disturbance of Conduct Case Study Identifying the Problem Bobby is 12-year-old boy. He was referred to counseling due to his recent onset of disruptive behaviors. Bobby’s parents recently divorced and currently he lives with his mother and a 1-year-old sister. During the last five minutes of the sixth session, he confessed that he hated his baby sister and he thought of killing and harming her. He reported that about a month ago, he made his sister sick by giving her a chocolate laxative. He also reported that he did not inform his mother about what he had done to his sister. His mother thought that his baby sister had a stomach virus. He stated that what he did was wrong. Bobby felt that his baby sister changed his life to the worse. He wants her to go away. He added that he did not want to hurt her today. Bobby’s parents has divorced recently which is a substantial change in his family life. There is no enough information or description about his disruptive behaviors except that they were severe enough to bring him to therap y. Additionally, he has homicidal ideation of killing his baby sister and violated her rights by giving her laxative which was luckily not life threatening. Bobby was diagnosed with Adjustment Disorder with Disturbance of Conduct. People including children develop this disorder due to a reaction of major stress. The intensity of this disorder depends on the child’s disposition, susceptibility, previous experiences and coping skills. Adjustment disorder lasts for six months. The symptoms may continue dependent on the stressor and its consequences. The divorce of his parents is unquestionably will have a long lasting effect on Bobby and his baby sister. Bobby has some of the feature of oppositional defiant disorder such as disobedience and opposition to authority figures; it does not include some of more severe behaviors such as violating the basic right of others or age appropriate social norms. When the behaviors meet both disorders’ symptoms, the conduct disorder take precedence and ODD is not diagnosed. I would schedule a same day session with Bobby and his parents to discuss the seriousness of the problem. I would explore all the concerns I have regarding the baby’s safety and depends on the outcome of that meeting, I will determine to call CPS. My responsibility as a therapist is to take each case seriously regardless whether Bobby is going to carry out his homicidal ideation toward his baby sister. Nevertheless, Bobby is having real feeling of hate toward his sister for a whole year. He is not getting used to having her in his life. During this meeting, I will learn from the parents regarding any recent changes in his health, and include his treating physician. In regards to the parents I would be cautious regarding their quality of care toward their children. I need to know whether there is a possibility of neglect and carelessness or that the parents, especially the mother, is suspecting any intention of Bobby to hurt his sister. They must be given the benefit of the doubt. Within that same vein of thinking, as a therapist, I must be cautious of accusing the parents of neglect due to the serious and could alter the parents’ life. Ethical Decision Making Model The author elected to employee the 7 step Kitchner Ethical Decision Making Model (1984) to apply to the aforementioned vignette. 1. Problem or dilemma: be aware of the different perspectives that may be used identify the problem. It is the duty of the therapist to take Bobby’s intension in homicidal ideation toward his baby sister seriously, while may not be serious about his homicidal ideations, it is important to ensure that baby sister is safe. It is important that this therapist ensure that Bobby’s feeling is not malicious. Sibling abuse can be physical, is the physical, emotional or sexual. It can vary from mild aggression such as shoving or severe such as using weapons or deliberately try to hurt their siblings (Frazier Hayes, 1994). Parents usually are not aware of the problem because either they are working outside the home or they assume that it is a sibling rivalry, which they conceive as normal (Strauss, Gelles, 1994). The difference between sibling abuse and sibling rivalry is that sibling may argue or call each other names but the main difference is that it become and abusive relationship when one child is always the victim and the other is always the aggressor. The result of sibl ing abuse is long lasting that may last to adulthood. Although Bobby’s sister is a baby and does not know what was going on, and that Bobby said that he did not want to kill her today, his anger may trigger this urge and think of killing her again. This therapist does not feel that the baby sister is safe without informing the parents and authority to prevent the next blow (Schneider, Ross, Graham, Zielinski, 2005). As a court mandated reporter it is my duty to report suspected child abuse within 24 hours. However, I have mixed feeling regarding this dilemma. Bobby is my client and by obeying the law, I am preaching the confidentiality and the trust that we built together through the last six sessions. Reporting this information may result in taking the baby out of the home. Would working with parents to ensure the baby’s safety be enough to resolve the issue? After all, the parents are divorced and Bobby may become angrier and more determined to hurt his baby sister. This family went through rough time, as is; however, having a mental disorder, being a teenager, I feel that he present an immediate danger to his sister. Bobby says that he is not thinking about killing her â€Å"today† is not guaranteed and the baby’s safety is in jeopardy. Thus, CPS should be contacted and conferred with in accordance to the APA code of Ethics: As Ethical Standard 5.02 states: Psychologists have a primary obligation and take reasonable precautions to respect the confidentiality rights of those with whom they work (2010). At times, the value of confidentiality will conflict with other important values. Such a conflict may arise when a psychologist receives information concerning child abuseinformation that may be helpful or necessary to stop the abuse and protect the child. It is also important to schedule separate emergency sessions with the parents and their children to provided support and offer psychoeducation regarding the process. According to, the California Child Abuse and Neglect Reporting ACT (CANRA), located in California Penal Code Sections 11164 11174.3., states that mandated reporters should be knowledgeable of their duty to report. The law states that â€Å"when the victim is a child (a person under the age of 18) and the perpetrator is any person (including a child), the following types of abuse must be reported by all legally mandated reporters: Physical abuse (PC 11165.6) is defined as physical injury inflicted by other than accidental means on a child, or intentionally injuring a child.†. Additionally, child abuse must be reported if â€Å"â€Å"†¦has knowledge of or observes a child in his or her professional capacity, or within the scope of his or her employment whom he or she knows or reasonably suspects has been the victim of child abuse or neglect†¦Ã¢â‚¬  (PC 11166[a]). â€Å"Reasonable suspicion† occurs when â€Å"it is objectively reasonable for a person to ente rtain such a suspicion based upon facts that could cause a reasonable person in a like position, drawing when appropriate on his or her training and experience, to suspect child abuse† (PC 11166[a][1]). 2. Identify the potential issues involved Consider: autonomy/beneficence/Nonmaleficence/justice. The first moral principle that applies to this situation is autonomy. In order for Bobby to grow, he needs to be able to make his own decisions and not rely on his therapist to make decisions for him. Corey, Corey and Callanan (2003) stated, â€Å"respect for autonomy entails acknowledging the right of another to choose and act in accordance with his or her wishes†¦Ã¢â‚¬  (p.16). If I report the homicidal ideation and possible physical abuse then I am not acting in accordance with Bobby and his family’s wishes and therefore I am not promoting autonomy. I feel very strongly about fostering independent relationships, which causes me to question which decision is best for Bobby. The very real issue of the therapist needing to break Bobby’s confidentiality and thus his autonomy is unfortunate but necessary. The different issues involved include Bobby homicidal ideation toward his baby sister and the real possibility that he could attempt to kill her. There is a possibility that Bobby is planning to kill his sister, if that the case, then something has to be done to protect the sister from him. Another issue include the possibility of Bobby having a more serious mental illness; his parents do not have to cope with that alone. It would be beneficent to help them through providing the right treatment, which involve therapy, training and medication if necessary to help build positive environment and deal with the disorder early in Bobby’s life. There is also the possibility that Bobby does not mean what he was saying, if this is the case, Bobby could suffer egregiously and emotionally and so are his parents. Furthermore, the therapist could lose Bobby as a client as a result of the unjust accusation and the subsequent mandated reporting of the claim. However, such a loss, while undesirable is acceptable as the therapist followed the proper code of conduct regarding mandated reporting and nonmalfecience. The therapist will on the same day schedule an individual session with Bobby and assess the client for homicidal ideation and then notify the proper authorities. Nonmaleficence can support either reporting the abuse or not reporting the abuse. In order to prevent physical harm to the baby, the therapist would have to report the abuse. On the other hand, if the therapist does not report the abuse Bobby, his sister may suffer and may be killed. What if Bobby’s actions of giving his sister harmful substance were a one-time action that will never happen again? Reporting may cause Bobby suffers harm that could have been avoided. The principle of beneficence can also support both courses of action. On one hand, if I report the abuse I am promoting the safety of the baby. On the other hand, if I do not report the abuse I am promoting Bobby’s best interests and ensuring that he will not be separated from his mother. Fidelity would support not reporting the abuse because it would require the therapist to break the trust of my client. She has a responsibility to her client and breaking Bobby’s trust would mean that the therapist honoring her responsibility as a professional. On the other hand, veracity would support reporting the abuse because the therapist was truthful from the start with the client when she provided him with informed consent. In the informed consent, the therapist explained that there were limits to confidentiality. There is an obvious conflict in the moral principles in this ethical dilemma. While some of the principle support reporting the abuse, others support not reporting the abuse. To raise even more conflict some of the principles can support both decisions. The therapist sees clear contradictions between fidelity and veracity, nonmaleficence and beneficence and autonomy and beneficence. Fidelity says not to break the trust of the client, while veracity says that she can because she outlined the limits in my informed consent. Just as nonmaleficence could support not reporting the abuse to avoid harm to Bobby’s emotional state, but beneficence would say that the therapist not promoting the baby’s physical well-being. Beneficence can also contradict with autonomy because if I promote the baby’s physical safety by reporting the abuse then I am not honoring the client Bobby’s wishes, which is not supporting his autonomy. 3. Review the relevant ethical guidelines. Is there one or should there be one? The client is an adolescent who has notified the therapist that he hated his baby sister and that he had homicidal ideation toward her. He gave her laxative and made her ill a month ago but he said he did not want to kill her today. In deference to section 11165.3 of the California Penal Code: â€Å"any mandated reporter who has knowledge of or who reasonably suspects that mental suffering has been inflicted upon the child or that his or her emotional well-being is endangered in any other way may report the known or suspected instance of child abuse or neglect to an agency† (2013). Since the therapist has an indication, that homicidal ideation could be occurring in the home, the therapist is mandated to report that information. In addition, the APA code of Ethics (2010) stipulates in section 5.02: Psychologists have a primary obligation and take reasonable precautions to respect the confidentiality rights of those with whom they work. At times, the value of confidentiality wil l conflict with other important values. Such a conflict may arise when a psychologist receives information concerning child abuse.† Reporting the information to proper authorities will likely be helpful or necessary to stop the abuse and protect the child. In deference to the nineteen seventy-four Tarasoff case ruling, the mother should also be notified of possible danger. 4. Obtain consultation. Prior to reporting the therapist would seek consultation from fellow therapists, CPS and the APA to seek ethical and legal perspectives. In addition, she would refer to an ethical decision making model to assist in the decision process. Whether or not there is any indication on knowledge of the brother is abusing his sister and considering as just sibling rivalry. The therapist concern is that the boy is having enough time with the baby alone without any adult supervision to give her the laxative. Additionally, does the mother know that her son is cruel to his sister but she is afraid of revealing it for the fear that he may be taken away from her? 5. Consider possible and probable courses of action. Probable courses of action include: Emergency individual sessions with each family member will be scheduled within 24 hours of learning about the homicidal ideation. During the emergency session, the therapist would immediately assess Bobby and the respective family members. In addition, the therapist would assess Bobby’s cognition and remind him that he signed an informed consent form, which highlighted the exceptions to confidentiality. If it appears that the client intends to harm his sister the therapist while in session will call the clients treating physician and confer about the next course of action. If there is no time and the client is definitely going to hurt his sister, then separation and removing Bobby temporarily is appropriate. In addition, a mutually agreed upon plan between the therapist and Bobby needs to be in place to ensure that Bobby may refer to it whenever he feels the need to hurt his sister. As there has been a possibility of homicidal ideation by Bobby, child protective services (CPS) must be called within 24 hours. As mentioned previously, the mother according to the Tarasoff ruling should also be notified that there is a possible threat to her baby daughter and should be provided with the support they need to cope with the issue. Follow up sessions with the therapist should also be scheduled 6. Enumerate the consequences of various decisions The therapist could ignore what Bobby said, which could cause further harm to the baby sister. If Bobby decided to physically abuse his sister or gave her laxative or more potent substances then baby would have to continue to suffer from his actions. One of the consequences of reporting Bobby that should be considered is that Bobby may hate his sister even more and would carry out his ideation and actually kill her. On the other hand, if Bobby’s homicidal ideation is just an empty threats, Bobby could be affected emotionally and mentally to such an accusation. In addition, Bobby may refuse to come to therapy and not trust this therapist or any other therapists. Nevertheless, telling the therapist about his feeling toward his sister and wanting to kill her should be considered a â€Å"cry for help† and should be treated with respect. The question of protecting Bobby’s confidentiality arises due to his confession, however: according to the APA code of Ethics: As Ethical Standard 5.02 states, Psychologists have a primary obligation and take reasonable precautions to respect the confidentiality rights of those with whom they work. At times, the value of confidentiality will conflict with other important values. Such a conflict may arise when a psychologist receives information concerning child abuseinformation that may be helpful or necessary to stop the abuse and protect the child (2010). † In addition, if he were able to comprehend the information I would go over the informed consent form with Bobby, which highlighted the necessity of contacting proper authorities regarding the homicidal ideation. Breaking Bobby’s confidentiality could prove to cause him to react emotionally and his trust in the therapist could be broken. It could be very difficult to reclaim or develop trust in Bobby which cou ld hinder the therapeutic process, however if the therapist believes that abuse is occurring she has the law and the code of ethics on her side. 7. Decide what appears to be the best course of action After the therapist had conducted the emergency sessions and discussed the concern with Bobby, the therapist would review the issue(s) with her peers, refer to the APA ethical guidelines and consult with the APA attorneys and CPS, she would then likely call the proper authorities. If Bobby claims that, he was exaggerating and that he did not mean it literally. The therapist has to be cautious and ensure the safety of the baby and reassess Bobby to see whether the initial diagnosis is still appropriate. My initial response is to report this information immediately. â€Å"Failure to Report an abuse result in a misdemeanor punishable by up to six months in county jail and/or up to a $1000 fine (P.C. 11166[c]). He or she may also be found civilly liable for damages, especially if the child-victim or another child is further victimized because of the failure to report (Landeros vs. Flood (1976) 17C.3d399). Furthermore PC 11166.01[b] states that â€Å"any mandated reporter who willfully fails to report abuse or neglect, or any person who impedes or inhibits a report of abuse or neglect†¦ where that abuse or neglect results in death or great bodily injury, shall be punished by not more than one year in a county jail, by a fine of not more than five thousand dollars ($5,000), or by both that fine and imprisonment.† What I understood from this lengthy definition is that if I had any suspicion that the baby was not safe that I should report (CANRA, 1980). Finally, if I did not report his homicidal ideation I would be sending a wrong message to Bobby and may think that is acceptable to have those feeling about his sister. As a therapist, I am dealing with the dilemma of fulfilling my legal duty to report and protect the baby sister rather than attempting to work with Bobby and doing what is in the best interest for his well being. Reference The Child Abuse and Neglect Reporting Act (CANRA), 1980.  www.leginfo.ca.gov/calaw.html

Get the Highest Price When You Sell Your Existing Websites :: Sell Websites Buy Websites

Get the Highest Price When You Sell Your Existing Websites Reprinted with permission of VotanWeb.com It is very important not to be passive when selling your website. If you don't investigate potential buyers while they are investigating you, it will be impossible to get the best deal. While potential buyers are analyzing your website, you should analyze their website. You're looking for assessments of management's strengths: how the company will integrate your website into their current portfolio of websites. You should determine how well the company has handled previous website acquisitions, if any. It is in your best interest to visit as many websites as necessary and fully interview all top managers of previously acquired websites. When you receive several offers for your website, you must carefully analyze the future value of each proposed acquisition. Companies may offer you a combination of cash, debt, and registered or unregistered stock. You've got to assess the financial realities and future of each -- its capital base, cash flow, bank accounts, liquidity, stock value, or potential to go public -- to get a sense of how much the deal will ultimately be worth to you. When I sold the first website I developed, I accepted the offer made by a company which intended to go public soon after the acquisition of my website. This one detail increased the value of the deal substantially: the stock I received as part of the deal went public at $31.50 and was trading at around $74 only six months later. A competing offer made by a nonpublic company, offered me stock options, but I had serious questions about whether those would ever have any value, since the company might never go public. If you're trying to sell your website, you better make the sale your full-time job. Don’t be distracted by the day-to-day operation of your website or websites. Most of your time should be invested in researching your potential purchasers while tracking down figures and documentation for them and then negotiating terms.

Johnson Beverage Inc Essay

As president and primary owner of Johnson Beverage, Inc. (JBI), Jack Johnson was beginning to realize that retaining long-term customers was becoming a challenge. During a delivery run yesterday, driver Joe Stevens had noticed a competitor’s sales manager talking with the general manager of Saver Superstore, one of JBI’s largest customers. Then, that morning, Johnson’s sales manager, Marsha Ketchum, had mentioned that, during her visit with the same general manager on Wednesday, he was starting to make some noises about wanting to negotiate a lower price. This could cause a dilemma because this customer had been one of the company’s largest and most loyal customers for years. Johnson leaned back in his chair. These things always seemed to come up on Friday— just in time to monopolize his thoughts over what otherwise would have been a restful weekend. Deciding to address the situation head on, he scheduled a meeting with Stevens, Ketchum, and several others for later that afternoon. Company Background JBI distributed beverages to retail customers. The company had been in business for two decades and had become a preferred distributor among several retail outlets in the local area. JBI primarily distributed bottled sports drinks made by small specialty beverage companies, and its business had grown steadily with the popularity of sports drinks over the past 10 to  20 years. Last year, JBI’s revenues totaled $12 million. The company serviced about 20 customers whose beverage purchases totaled anywhere from about $100,000 to over $1 million annually. The undiscounted list price on the sports drinks that JBI distributed was $15.20 per case of 24 bottles. The full cost (excluding customer service costs) of the bottled drinks was $13.10 per case. The company offered discounts to some of its customers, which varied by customer based on a number of factors, including the volume of drinks the customer purchased, the future potential of the customer, and the negotiating success of the company’s sales representative, among others. This case was prepared by Associate Professor Luann J. Lynch. It was written as a basis for class discussion rather than to illustrate effective or ineffective handling of an administrative situation. Copyright ïÆ' £ 2009 by the University of Virginia Darden School Foundation, Charlottesville, VA. All rights reserved. To order copies, send an e-mail to sales@dardenbusinesspublishing.com. No part of this publication may be reproduced, stored in a retrieval system, used in a spreadsheet, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of the Darden School Foundation. Rev. 6/09. This document is authorized for use only by madelene manu at Douglas College. Please do not copy or redistribute. Contact permissions@dardenbusinesspublishing.com for questions or additional permissions. The Meeting Johnson opened the meeting by summarizing what he had heard from Stevens and Ketchum over the past couple of days. â€Å"It looks like we’ve got some competition for one of our best customers: Saver Superstore. I guess I’m not too surprised. They’re a big customer.† â€Å"This isn’t the first time this has happened,† added Ketchum. â€Å"You might remember that this same competitor has approached Saver Superstore before. But that time, we were able to keep the business by offering a bit more of a discount. I think we’ll have to do more of that this time, or I’m afraid we’ll lose the customer.† Johnson responded quickly. â€Å"We can’t get into a price war on this. I know this is a big customer, and a loyal one too, but it’s certainly not one of our most profitable. I had Jim pull some numbers together on several of our accounts. Saver Superstore is one of our lowest-margin customers. Take a look.† Jim Thomas in accounting, who was also in the meeting, had prepared a report (Exhibit 1), which Johnson laid on the table for the others to look at. Thomas explained how the accounting group compiled the numbers: For each customer, we just pull the revenues right out of the accounting system. We know what they ordered and what we shipped, and we know what price we charge each customer, so that part is pretty easy. And we know that the cost per case, excluding our customer service costs, is $13.10. So we can multiply $13.10 per case by the number of cases we shipped to get our cost of goods. Then, we subtract our cost of goods from revenues for each customer and get a gross margin. Now, you may remember that we’ve talked about how hard it is to trace our customer service costs to any particular customer. Our customer service costs run about $1.2 million a year, roughly 10% of revenues. To make things easy, we allocate those to each customer based on its share of the company’s total revenues. So if a customer accounts for 5% of our revenues, we allocate it 5% of our customer service costs. Then, we calculate a customer margin for each customer. Johnson looked at the numbers and said: I don’t think we can lower our price to Saver Superstore much more and make any money on this one. And just think, if we offer a larger discount to them, then we’ll have our other customers wanting the same thing—especially the other big ones. I can see it now: Marsha is going to walk in here next  month and tell us that Oscar’s OddLots has heard about the deal we struck with Saver Superstore, has been talking with that competitor, and they want the same thing. This document is authorized for use only by madelene manu at Douglas College. Please do not copy or redistribute. Contact permissions@dardenbusinesspublishing.com for questions or additional permissions. Oscar’s OddLots, a large local retailer on the edge of town, was another of JBI’s large customers. Jason Rodgers, the operations manager for JBI, was listening carefully. This was the first he had heard of the situation, but to a careful observer, his nod would have revealed what he was thinking. He said: You know, I’m not a bit surprised to hear all this. Saver Superstore is a great customer. They buy lots of beverages, and they’re easy to deal with. They place their orders on a regular basis and almost never ask for anything special. I don’t remember the last time we had to run around in the warehouse pulling together a rush order from them. Who wouldn’t want that business? Stevens agreed, â€Å"You’re right. I almost never have to change my delivery schedule because they’ve asked for quick delivery. And they’re right around the corner, so they’re easy for us to get to.† Rodgers continued: I think about some of our other customers. They seem to never be able to  anticipate that they’ll be out of stock. Then they call us and make it our problem to deal with. It seems like we have some customers that we work on all day every day. Why can’t that competitor go after those customers? It’s hard for me to believe that some of those customers are more profitable than Saver Superstore. Maybe we ought to add what we guys in the warehouse call a â€Å"pain factor† onto those other customers and then see who is most profitable for us. As Johnson listened, he realized Rodgers might be onto something. â€Å"Jim, what types of costs are included in those customer service costs?† Thomas replied, â€Å"Well, that number includes several things.† He continued: It includes anything related to handling the beverages, like picking the beverages from the warehouse shelves according to the order instructions, moving the beverages over to the dock, and loading them on the delivery truck. It includes any costs related to taking, coordinating, and administering the orders, like what we pay the people in the sales office who take phone orders from customers, the supervisory costs to administer the order, and similar things. It includes anything related to delivering the beverages to the customer’s location, like the cost of the delivery trucks, truck maintenance, and what we pay Joe and people like him to drive the trucks. It includes anything related to all those rush orders you’re talking about, like overtime, extra scheduling, and stuff like that. And it includes what we pay Marsha for what she does, like visiting the customers to check in on them. So there’s quite a bit of stuff in there. Johnson thought about this. â€Å"So you’re telling me that there are some customers that you are spending a lot more time on than others? And it’s not Saver Superstore?† This document is authorized for use only by madelene manu at Douglas College. Please do not copy or redistribute. Contact permissions@dardenbusinesspublishing.com for questions or additional permissions. â€Å"That’s right,† Rodgers replied. Johnson continued, â€Å"But since our accounting system is allocating these customer service costs based on revenues, and since Saver Superstore is one of our biggest customers, it’s allocating a large share of those costs to Saver Superstore.† â€Å"Exactly,† Thomas said. Let me do this: Let me spend a couple of days collecting some information. I’ll need some help from each of you because I want to try to find out how much of your time you are spending on each of our customers. Maybe it’s time to get more sophisticated about how we look at these customer service costs. It may be worth the effort. Stevens, Ketchum, and Rodgers all agreed to spend some time with Thomas so he could summarize the amount of activity they devoted to each customer. They would meet again the following Friday. Thomas promised to compile an analysis that might help them determine how profitable each of their customers really was. Activity Analysis Before he left for the weekend, Thomas decided to pull together some information about the customer service costs he had described in the meeting: handling the product, taking the orders, delivering the product, expediting rush orders, and visiting the customer. He searched through the accounting system and determined how much of the annual $1.2 million in customer service costs was associated with each of those categories (Table 1). Table 1. Customer service costs during the prior year by area of activity. Area of activity Total $ Product handling Taking orders from customers Delivering the product Expediting deliveries (other than automobile) Sales visits to customers Total $ 672,000 100,000 140,000 198,000 90,000 $ 1,200,000 This document is authorized for use only by madelene manu at Douglas College. Please do not copy or redistribute. Contact permissions@dardenbusinesspublishing.com for questions or additional permissions. Then, on Monday, Thomas met individually with Stevens, Ketchum, and Rodgers. With their help, he determined what he thought to be the primary driver of the costs in each of those customer service categories (Table 2). Table 2. Cost drivers by area of activity. Area of activity Cost driver Product handling Taking orders from customers Delivering the product Expediting deliveries (other than automobile) Sales visits to customers Number of cases sold Number of purchase orders Number of miles traveled Number of expedited deliveries Number of sales visits Thomas determined from the company’s accounting records that the company sold 800,000 cases of beverages and processed 500 purchase orders the previous year. Stevens checked the mileage records for the delivery vehicles and determined that the vehicles had traveled a total of 44,800 miles. Rodgers was able to determine that the company made 4,480 deliveries, 2,500 of which were expedited deliveries. And finally, Ketchum checked her daily travel log to determine she had made a total of 360 sales visits to the company’s customers. Thomas’s next step was to determine how much of these cost drivers were attributable to each customer. Again, he was able to obtain some of that information (e.g., number of cases) relatively easily from the company’s records. Then his colleagues helped him determine customer numbers for the rest of the activities. Exhibit 2 presents this data for the four customers included in Thomas’s first report (Exhibit 1). Exhibit 1 JOHNSON BEVERAGE, INC. Report of Customer Profitability during the Previous Year for Four Customers Prepared by Jim Thomas Net revenues Cost of goods Gross margin Customer service costs Customer profit Customer profit (% of net revenues) Saver Superstore $ 1,168,000 1,048,000 $ 120,000 116,800 $ 3,200 0.3% Oscar’s OddLots $ 1,192,000 1,048,000 $ 144,000 119,200 $ 24,800 2.1% Midwellen Supermarket $ 121,520 104,800 $ 16,720 12,152 $ 4,568 3.8% Downtown Retail $ 454,500 393,000 $ 61,500 45,450 $ 16,050 3.5% Total for JBI $12,000,000 10,480,000 $ 1,520,000 1,200,000 $ 320,000 2.7% Exhibit 2 JOHNSON BEVERAGE, INC. Additional Information from Prior Year for Four Customers Price per case Number of cases Number of orders Number of deliveries1 Miles traveled per delivery Number of expedited deliveries Number of sales visits 1 Saver Superstore $14.60 80,000 16 110 5 10 12 Includes both expedited and regular deliveries. Oscar’s OddLots $14.90 80,000 40 400 19 250 25 Midwellen Supermarket $15.19 8,000 20 200 11 130 18 Downtown Retail $15.15 30,000 30 230 4 90 9 Total for JBI $15.00 800,000 500 4,480 10 2,500 360

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Nowadays, sustainability becomes a hot subject and chief subject of twenty-first century selling for hotel industry, because the future hotel development will be more focal point on protecting the balance of ecological environment, salvaging energy and cut downing pollution, but that is merely one manus. On the other, it is besides being an of import function in the selling scheme for any concern. Especial in today s extremely competitory hotel industry, how to separate self from others and run a long-run successful concern becomes a inquiry for all hotels direction. Let s discuss from the external and internal factors foremost which influences hotel sustainability. 2.1 External and Internal Factors Within the hotel industry, there are many ways we can speak about how to make sustainability, for illustration, recycling paper, altering normal bulbs to energy salvaging light bulb, utilizing non-polluting stuffs etc. But those steps merely can help in some little ways, sustainability is a much wider topic we can discourse. It is constituted with external and internal factors. There are six countries are illustrated linking together in an environment of economic success, societal duty, and ecological wellness ( Daub A ; Ergenzinger 2005 ) , and that six countries include location, selling, human resources, authorization, resource direction and output direction. These are non the lone elements that direction demands to see but it does give some indicant of the importance of each component in a affiliated environment. ( Holmberg, J. 1992 ) . Besides those external factors, environmental direction, H2O direction and energy direction as of import internal constituents direct influences hotel environmental sustainability. Throughout the factors, the sustainability development of the planetary hotel industry is non merely direct impact by internal factors, but external factors as a scheme component will help a hotel concern go beyond. 2.2 Definition of Sustainability Marketing The World Commission on Environment and Development ( WCED ) defined sustainable development as development which meets the demands of the present without compromising the ability of future coevals to run into their ain demands. A ( Brundlland Commission Report, 1987 ) . This is a general account apply to all field. But in a concern context, sustainable development means taking a ternary underside line ( people, planet and net income ) attack so that the concern measures its success non merely on fiscal public presentation, but on its environmental and societal public presentation excessively ( Csreurope.org 1999 ) A . The Langham in Shanghai presently put ining LED screen for every hotel room, and it will expose each room s energy ingestion index ( ECI ) , presuming hotel set 150 point as the mean ECI, and if the index of the invitee s room below this mean value, every point that lower than the mean index, it can interchange to the tantamount hotel recognition value, guest can d evour goods within hotel utilizing this recognition value. 2.2.1 Different between Green Marketing and Sustainability Marketing Many people define sustainable selling as green selling. But from the definition between these two words, they still have elusive difference. Green selling has three constituents, it refers to retailing, societal selling and environment and it will assist an organisation minimise negative impact on the physical environment ( American Marketing Association ) . However, sustainable selling is the part that the selling profession can do to sustainable development ( Csreurope.org 1999 ) . Hence, green selling should be an of import member under sustainable selling in order to help hotel concern goes farther. Langham made a batch of energy salvaging attempt to accomplish the environmental protection, on the other manus, it helped hotel save cost. In add-on, it provided a different experience to allow their client be an conservationist. The director Mr Li from Langham reference that hotel wo nt give their invitee s stay experience to accomplish their ain environmental ends, but can added more enthusiasm of environmental protection when they stay at hotel, sustainability selling s purpose is non merely concentrate on cut down pollution, more of import is promote green consciousness in order to construct a green corporate image. Therefore, for those recommending environmental protection invitee can easy do a pick, select a hotel which their nucleus is sustainable development, so that non merely air their celebrity, but besides retain the invitee, that is the sustainable development route for a hotel. 2.4 The Importance Elements of Sustainability Marketing for Hotel Industry ia? ®aS ©?†°Ã‚ ©a ¤Ã‚ §aa? °câ„ ¢a ®?a Sustainable Travel international ( SIT ) is a planetary non-profit leader which announced the launch of the Luxury Eco Certification Standard ( LECS ) to luxury hotels, it h elps them create and implement a measuring and direction model move toward to sustainability. ( web site ) . It can be seen, for today s hotel industry, being a good know hotel is non merely reflect on assortment service they can supply, but besides give client a different experience to retain their trueness is the most of import elements for nowadays hotel. 2.5.1 Customer Satisfaction The hotel wo nt give client stay experience to accomplish its ain environmental ends. The hotel does non give invitees stay to accomplish their ain environmental ends. Guests spend money hoping to bask tantamount services, the hotel environmental protection, is non so that invitees can non make this can non make that, but I hope they add more environmental enthusiasm stay. Have a great sale non because of grate merchandise, because of service ) 7-11 2.4.2 Stigmatization A A A A In add-on, the execution of green selling is besides good to construct a green corporate image to guarantee, so companies gain a alone competitory advantage. 2.3 Development tendency of Sustainability Marketing Selling has a duty to accomplish profitable growing for the company ( KOTLER, P. , BOWEN, J. T. , A ; MAKENS, J. C. 2006 ) .A 2.3.1 Knows Customer Needs, Wants A ; Demand 2.3.2 Differentiate Merchandise from Other Rivals 2.5 Strategy Planning of Sustainability Marketing ?ˆZ?  ·ea? °ac »Ã‚ ­a?‘a ±iaˆZ?  ·cs„?Z-? : A SUSTAINABILITYaa »?c†? 2.4.1 SWOT Analysis 3. Decision

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