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TOTAL QUALITY MANAGEMENT

ABSTRACT

Total quality management is a process that improves overall organizational productivity and quality. TQM empowers employees to actively participate in the improvement of quality. Quality and productivity teams are created, training budgets are allocated and statistical techniques are used to assist in identifying defects and carrying out preventive actions. Moreover, TQM stresses coordination between different departments in an organization. The concept of TQM generally applies to manufacturing organizations.

This paper outlines the principles of TQM and emphasizes the leadership attributes that are essential in implementing TQM in the organization.

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1.0 INTRODUCTION

In today's competitive business environment, companies are being challenged to improve performance by continuously improving processes, cutting costs and increasing output. These changes mean going beyond the traditional management systems and creating a culture of continuous improvement with a strong focus towards customers. TQM is a process and a way of thinking and executing for the present and the future. Focus on TQM guides a company to understand customer requirements and do things right the first time. TQM engages all divisions, departments and levels of the organization. Top management organizes all of its strategy and operations around customer needs and develops a culture with high employee participation. The goal is to deliver the highest value for the customer at the lowest cost while achieving sustained profit and economic stability for the company. Top management must define the vision and then train its employees towards a common mission. To do this, cross-functional teams work on improvements that respond to customer requirements.

TQM alters the way a company thinks about work and all of its relationships as it impacts every function, system and person connected with the company. TQM is a continuous journey towards excellence.

1.1 QUALITY MANAGEMENT

1.1.1 Definition of Quality Management Principle

A comprehensive and fundamental rule or belief, for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all stakeholders.

1.1. The Quality Management Principles

With growing global competition, Quality Management is becoming increasingly important to the leadership and management of all organizations. Quality Management principles provide understanding of and guidance on the application of Quality management. By applying following eight Quality Management Principles, organizations will produce benefits for customers, owners, people, suppliers and society at large. [APQC]

Principle 1 - Customer-Focused Organization

Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements, and strive to exceed customer expectations.

Principle - Leadership

Leaders establish unity of purpose and direction of organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organizations objectives.

Principle - Involvement of People

People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organizations benefit.

Principle 4 - Process Approach

A desired result is achieved more efficiently when related resources and activities are managed as a process.

Principle 5 - System Approach to Management

Identifying, understanding, and managing a system of interrelated processes for a given objective improves the organizations effectiveness and efficiency.

Principle 6 - Continual Improvement

Continual improvement should be a permanent objective of the organization.

Principle 7 - Factual Approach to Decision Making

Effective decisions and actions are based on the analysis of data and information.

Principle 8 - Mutually Beneficial Supplier Relationships

An organization and its suppliers are independent, and a mutually beneficial relationship enhances the ability to create value.

1. Condensation of the 14 Points for Management

The following is excerpted from Chapter of Out of the Crisis by W. Edwards Deming.

1. Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs.

. Adopt the new philosophy. We are in a new economic age. Western management must awaken to the challenge, must learn their responsibilities, and take on leadership for change.

. Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.

4. End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move toward a single supplier for any one item, on a long-term relationship of loyalty and trust.

5. Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs.

6. Institute training on the job.

7. Institute leadership. The aim of supervision should be to help people and machines and gadgets to do a better job. Supervision of management is in need of overhaul as well as supervision of production workers.

8. Drive out fear, so that everyone may work effectively for the company.

. Break down barriers between departments. People in research, design, sales, and production must work as a team, to foresee problems of production and in use that may be encountered with the product or service.

10. Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity. Such exhortations only create adversarial relationships, as the bulk of the causes of low quality and low productivity belong to the system and thus lie beyond the power of the work force.

11. a. Eliminate work standards (quotas) on the factory floor. Substitute leadership.

b. Eliminate management by objective. Eliminate management by numbers, numerical goals. Substitute leadership.

1. a. Remove barriers that rob the hourly worker of his right to pride of workmanship. The responsibility of supervisors must be changed from sheer numbers to quality.

b. Remove barriers that rob people in management and in engineering of their right to pride of workmanship. This means the abolishment of the annual merit rating and of management by objective.

1. Institute a vigorous program of education and self-improvement.

14. Put everybody in the company to work to accomplish the transformation. The transformation is everybodys job.

1. Total Quality Control

By definition, total quality control is a concept that empowers employees with the responsibility for achieving standards of quality. Total quality control concepts are generally applied in context to the organization as a whole.

.0 THE CONCEPT OF TQM

TQM is based on a number of ideas. It means thinking about quality in terms of all functions of the enterprise and is a start?to?finish process that integrates interrelated functions at all levels. It is a systems approach that considers every interaction between the various elements of the organization. The overall effectiveness of the system is higher than the sum of the individual outputs from the subsystems. The subsystems include all the organizational functions in the life cycle of a product, such as

(1) Design

() Planning

() Production

(4) Distribution and

(5) Field service

The management subsystems also require integration, including

(1) Strategy with a customer focus,

() The tools of quality, and

() Employee involvement (the linking process that integrates the whole).

Some principles and practices of total quality management (TQM) may differ among firms and industries, but there is unanimous agreement as to the importance of leadership by top management in implementing TQM. Such leadership is a prerequisite to all strategy and action plans and it cannot be delegated. Those firms that have succeeded in making total quality work for them have been able to do so because of strong leadership. A U.S. General Accounting Office study concluded, Ultimately strong visionary leaders are the most important element of a quality management approach.

.1 IMPLEMENTING TQM

Companies that implement TQM focus their operations, their strategy and their employees towards understanding the customer, market segments and consequently get clues about the potential market share, resources needed for growth and how to satisfy market needs. TQM is an interactive methodology that combines statistical and technical processes along with human-management technology to make it a unique process. Companies would tend to run better and winning customers is facilitated. Institutional learning is captured through the development of high-performance and cross-functional teams. TQM evolves a process of continuous improvement along all organizational functions.

The TQM implementation model defines a conceptual framework as the organization strives to develop continuous-improvement processes. The individual components for this model, which are defined below, are inter-related and have to be adopted by each department concurrently or in some cases sequentially. All these factors are critical to achieve TQM commitment and successful implementation.

.1.1 Awareness

This principle dictates that the key customers need to be identified and the customer requirements form the baseline upon which a company organizes its resources and production. Companies that implement TQM focus their operations, their strategy and their employees towards understanding the customer, market segments and consequently get clues about the potential market share, resources needed for growth and how to satisfy market needs. TQM is an interactive methodology that combines statistical and technical processes along with human-management technology to make it a unique process. Companies would tend to run better and winning customers is facilitated. Institutional learning is captured through the development of high-performance and cross-functional teams. TQM evolves a process of continuous improvement along all organizational functions.

Identification of both external as well as internal customers is vital to the success of TQM. Companies that practice quality methods will create processes that link all the players in the customer chain.

There are many ways to increase the number of opportunities for productive interface with customers. The following are some examples of successful ways through which companies strengthen client relationships

· Conferences

· Customer product-design teams

· Problem solving groups

· Customer satisfaction surveys

· Pilot programs and test markets for new products

· Cross-training

.1. Assessment

Achieving considerable gains in the competitive marketplace, where TQM standards are already very high, demands an aggressive and strategic determination and follow-through in order to better equip managers and employees with the necessary training and tools necessary in a TQM setting.

Some of the assessment criteria used in the evaluation of company readiness are as summarized as follows

.1..1 TQM Organizational Readiness assessment

· The extent of senior management involvement

· Extent of productivity and quality planning integrated into the strategic planning process

· Productivity and quality culture

· Effectiveness of the productivity and quality system

· Effective communication among functional areas

· Measure of supplier partnerships

.1.. Human Resource Excellence assessment

· Extent to which employees are regarded as a strategic resource for competitive advantage

· Human resource development

· Participation of individuals in continuous process improvements

· Diversity of talents

· Workforce readiness

.1.. Productivity/Quality results

· Productivity and quality improvement gains

· Innovation and the speed with which new products are introduced

· Improvements in process capability

· Evidence of use of benchmarking to compare quality and productivity results.

.1..4 Customer Orientation and results

· Effective systems for determining customer requirements

· Importance of customer satisfaction

· Analyzing customer satisfaction trends

· Comparing customer satisfaction ratings with those of the competition and industry averages.

.1..5 Impact on community

· The economic impact of the quality and productivity improvement achievements on the community. The assessment factors include the number of jobs created, impact on tax base, increased productivity and quality of partners and reduced prices to consumers.

· Minimizing adverse effects on the environment

· Productivity and quality awareness in the community

.1. Preparation

A few key building blocks that are essential to prepare for the implementation of TQM in an organization are as follows

· Evaluating the how and why of the processes that are currently implemented

· Proceeding with an open mind, conducting brain storming sessions and being flexible to new ideas

· Conducting to the point and specific analysis of current problems

· Persistence in efforts to resolve problems

· Looking at problems from all angles and making notes of general ideas

.1.4 Action Plan

It is necessary to not only identify the potential problems and factors affecting implementation but to formaulte an action plan as well for the successful implementation of TQM. An action plan also serves the purpose of measuring progress towards the final objective. Some vital action steps are summarized as follows

· Review standards thoroughly and ensure that the objectives are completely understood by the employees.

· Identify and take action to reduce the gap between each employee's current performance and the expectations set by the new standards.

· Identify possible causes of anticipated performance such as lack of skills, knowledge, procedures, tools or a general lack of motiviation.

· Identify whether formalized training would be required on a group and individual level.

· Design and implement the training program.

· Improve working environment and adjust incentives, recognize achievements to increase motivation and drive to achieve the objectives.

.1.5 Training and Development

TQM success is dependant upon the improvement in people skills and work processes, how well people respond to problems and challenges, as well as on the quality of their decisions.

This requires a new role for the managers in an environment that has a shared responsibility for goal-setting, problem-solving, feedback and continuing development. One of the most effective methods for a manager to help create such an environment is by improving coaching skills, thereby paving the way for employee empowerment to take on more responsibility.

As companies adopt a flat hierarchy with managers having a larger span of control, the quality improvement team is the most powerful unit in ensuring successful operations. The process of forming teams and making them work in a result-oriented fashion requires key elements such as a clear definition of roles, skill development and a participative environment.

.1.6 Problem Solving Tools

The basis of employee empowerment and decision making is their ability ot identify and solve problems related to their work function or to improve a work process. Some of the problem solving stages and the required tools are summarized as follows

Stage 1

· Problem definition

· Establishing an improvement goal

Tools

· Brainstorming

· Flow charting

Stage

· Understanding the problem by collecting and analyzing data

Tools

· Check Sheet

· Cause-and-effect diagram

· Pareto Chart

· Scatter diagram

· Histogram

Stage

· Identify solutions

· Implement action plan

Tools

· Force field analysis

.1.7 Measurement

Meeting or exceeding customer requirements is the best measure of quality. Measurements provide the data of how successful a company is in fulfilling customer requirements and priority concerns such as

· Customer Satisfaction

· Financial Targets

· Market Strategies

· Process improvements

· Product/service features

· Quality and costs of poor quality

· Human resource development

.1.8 TQM Programs

Some of the programs that are employed in the industry to improve work processes and focus on the technology aspects of TQM are briefly summarized as follows

.1.8.1 Socio-Technical Systems (STS)

This concept is based on the work of Eric Trist, who studied the implementation of technology in British coal mines. His noticed increased productivity with employee participation in the design of changes. Implementation of STS in the industry aims to determine the relationships of social and technical systems with one another and how these systems are designed to address the external environment demands. Five factors that are required for a successful implementation of the STS program are as follows

· Examining each systems as a part of the larger organization.

· Defining the program based upon principles and effectively communicating these principles to all the employees.

· The STS process should not dictate improvements, rather all directly affected employees participate in the work process improvement.

· Work should be designed to add value to the process.

· Program should be designed towards ideal solutions.

.1.8. Statistical Process Control (SPC)

SPC is a method of establishing and responding to control limits for a process. The overall objective is to ensure conformance to the specifications, eliminating variations and control the processes within established tolerances. This program may be used in both a service and production environment. Work outputs are recorded graphically and once the trends have been identified, the standards could be made more stringent or corrective action may be taken to improve work process.

.1.8. Just-in-Time (JIT) inventory Control

The basic premise of the JIT method is to produce to the exact demand, work towards continuous improvement and to eliminate and minimize waste. This principle identifies people as the source of quality and productivity. Some of the key components of the JIT program include improvement teams, vendor and business partner relations and quality of the product at the source approach.

For JIT to be successful, the process demands a strong leadership from the top management. The following enabling factors are an integral part of the JIT implementation

· Strong Leadership

· Steering committee/ Project leader for the liaison

· Briefings/ regular updates

· Planning

· Team participation and

· Employee training

.1.8.4 International Organization for Standardization (ISO) 000

The ISO 000 Quality Management and quality assurance system is based on the premise that a high quality production and management system will assure the desired level of quality and that an external assessment provided through third party auditors will provide the most effective and impartial method of certification. The ISO 000 standards are as follows

ISO 000 Gives guidelines on the selection of quality assurance and quality management systems.

ISO 001 Establishes the model for quality assurance in design, development, production, installation and servicing.

ISO 00 Defines a model for quality assurance in production and installation.

ISO 00 Establishes a model for final inspection and testing.

. THE CONCEPT OF TOTAL QUALITY LEADERSHIP

Total Quality Leadership is an approach to management that focuses on giving top value to customers by building excellence into every aspect of the organization. Creating an environment that allows and encourages everyone to contribute to the organization and by developing the skills that enable them to scientifically study and constantly improve every process by which work is accomplished does this. In all organizations there are processes by which things get done. There are processes of production, of sales and of distribution. There are also processes to find out about customer needs and problems. There are processes that couple market information with information on new technologies. These in turn generate ideas for new products and services. Other processes create and test these new products and services and move them into routine production. Still other processes study costs and value added throughout the organization. There are literally thousands and thousands of processes, the overall health of which determines the future of the enterprise.

The focus in Total Quality Leadership is on quality--the quality of every product and service and the quality of every process.

To achieve this higher quality, every process, beginning with the most important, is studied using the Scientific Approach. Processes are described with flow charts, problems are identified, the root causes of problems are determined through careful research and new fool-proofed systems are developed. Every process is brought under statistical control and variations are further reduced, well beyond specifications.

. TOTAL QUALITY LEADERSHIP

Total Quality Leadership is a management philosophy that starts with the customer, not with the bottom line profit and loss statement.

It is very data oriented and calls for monitoring thousands of variables inside and outside the organization. These numerical measures are used to guide the search for better performance, and are recognized as means rather than ends, as guides to deeper truths, rather than items to be controlled.

In Total Quality Leadership there is freedom, yet there is control. There is the freedom to discover new markets, to develop new systems, to gain greater mastery over the processes. And there is the control of a data based approach to improvement.

When quality is increased by improving processes (not by expanded inspection), the better quality will lead to improved productivity. This leads to lower costs, which lead to lower prices. Better quality and lower prices mean the company can expand its market, and can stay in business creating jobs and a greater return on investment.

Management by Results, on the other hand, tends to focus only on the end result--the return on investment; it is like wagging the tail to keep a dog healthy.

It is a tough concept to comprehend and it takes a leap of faith to make the fundamental shift from Management by Results to Total Quality Leadership. There is no easy way to make the change. It seems best to us to use a gradual process of letting go from the old style while embracing the new. Mary Ann Gould, former president of Janbridge Corp. and the leader of the Philadelphia Area Council for Excellence, thinks of it as a revolution in thought, and an evolution in implementation.

..1 KEY COMPONENTS OF TOTAL QUALITY LEADERSHIP

Here are some of the key components of Total Quality Leadership

· In Total Quality Leadership, the focus is on constantly and rigorously improving every system.

· It asserts that work is not haphazard. It can be and must be studied, analyzed and scientifically dissected.

· It insists that processes must be standardized and that standardized procedures must be followed. Variation must be reduced in output and in the way things are done, yet the opportunity must be provided for everyone to contribute to improving the processes and to eliminating problems.

· It has a customer focus, an obsession with quality.

· It recognizes that there are both external customers and internal customers--other employees who depend on your work to be able to perform their jobs properly.

· It demands improved relations with suppliers, a true working partnership, which in most cases will require a single supplier for each item.

· It emphasizes process improvement rather than individual accountability.

· It requires that communication systems be adapted to the needs of the work, not to the needs of the hierarchy.

· It demands constancy of purpose throughout the organization, persistence in accord with a clear and widely understood vision. It is an environment that nurtures total commitment from all employees. Rewards go beyond simple benefits and salary to the belief we are family and we do good work.

On the other hand, Dr. Curt Reimann, Director of the Malcolm Baldrige National Quality Award summarizes the characteristics of excellent leadership as follows ?

Visible, committed and knowledgeable. They promote the emphasis on quality and know the details and how well the company is doing. Personal involvement in education, training and recognition. Accessible to and routine contact with employees, customers and suppliers.

A missionary zeal. The leaders are trying to effect as much change as possible through their suppliers, through the government and through any other vehicle that promotes quality in the United States. Active in promotion or quality outside the company.

Aggressive targets. Doing beyond incremental improvements and looking at the possibility of making large gains. Getting the whole work force thinking about different processes?not just improving processes.

Strong drivers. Cycle time, zero defects, six, sigma or other targets to drive improvements. Clearly defined customer satisfaction and quality improvement objectives.

Communication of values. Effecting cultural change related to quality. Written policy, mission, guidelines and other documented statements of quality values, or other hales for clear and consistent communication.

Organization. Flat structures that allow more authority at lower levels. Empowering employees. Managers are coaches rather than bosses, Cross-functional management processes and focus on internal as well as external customers. Interdepartmental improvement team.

Customer contact. CEO and all senior managers are accessible to customers.

. ROLE OF LEADERSHIP IN IMPLEMENTATION OF TOTAL QUALITY SETTING

..1 Attitude And Involvement Of Top Management

It is axiomatic that organizations do not achieve quality objectives; people do If there is a big push for quality or a new program, each employee is justifiably skeptical. Thus, top managers need to be ambidextrous. They must balance the need for the structural dimension (e.g., hierarchy, budgets, plans, controls, procedures) on the one hand with the behavioral or, personnel dimension on the other. The two dimensions need not be in conflicts. The commitment and involvement of management need to he demonstrated and visible.

Many managers send mixed signals. They endorse quality but reward bottom line or production. They insist on cost reduction even if it means canceling quality training. Still worse, some executives perceive the workers to be the cause of their quality problems. This is hardly behavior that encourages individual involvement in decision-making and personal ownership of the improvement process. Employee buy?in is unlikely in such a climate, where worker empowerment is talked about but not put into practice.

.. Communication

Communication is inextricably linked in the quality process, yet some executives find it difficult to tell others about the plan in a way that will be understood. An additional difficulty is filtering. As top managements vision of quality gets filtered down through the ranks, the vision and the plan can lose both clarity and momentum. Thus, top management as well as managers and supervisors at all levels serve as translators and executors of top managements directive. The ability to communicate is a valuable skill at all levels, from front?line supervisor to CEO.

Quality conscious companies are interested in the cost of poor communication in terms of both employee productivity and customer perception of product and service quality. More important than what is written or said is the recipients perception of the message. Limited or inaccurate facts parceled out to employees may demoralize workers and lead to rumors.

· One can only communicate in terms of the recipients language and perception, and therefore the message must be in terms of individual experience and perception. If the employees perception of quality is do a better job.' or

· Keep the customer happy, it is unlikely that the message?of TQM will be understood. Measures of quality are needed to ensure agreement on the meaning of the message.

· Only the recipient can communicate?the communicator cannot. Thus, management systems (including training) should be designed from the point of view of the recipient and with a built?in mechanism for feedback. Feedback and thus the exchange of information should be based on some measure, target, benchmark, or standard.

· All information is encoded, and prior agreement must be reached on the moaning of the code. Quality must be carefully defined and measures agreed upon.

· Communication downward cannot work because it focuses on what we want to say. Communication should be upward.

· Employees, should be encouraged to set measurable goals.

These concepts of effective communication can provide a practical approach for communicating about quality in the organization. It only remains to encode the messages in terms of recipient understanding. The vehicles for communicating about quality are selected components of the TQM system

· Training and development for both managers and employees. Managers must understand the processes they manage as well as the basic concept of systems optimization Employee training should focus on the integration and appropriate use of statistical tools and problem solving methods.

· Participation at all levels in establishing benchmarks and measures of process quality. Involvement is both vertical in the hierarchy as well as horizontal by cross?functional teams.

· Empowerment .of employees by delegating authority to make decisions regarding process improvement within individual areas of its responsibility so that the individual owns the particular process step.

· Quality assurance in all organization processes, not only in manufacturing or operations but in business and supporting processes as well. The objective throughout is continuous improvement.

· Human resource management systems that facilitate contributions? at all levels (up and down. and across) the organizational chart.

.. Culture

Culture is the pattern of shared beliefs and values that provides the members of an organization with rules of behavior or accepted Norms for conducting operations. It is the philosophies, ideologies, values, assumptions, beliefs, expectations, attitudes, and norms that knit an organization together? and are shared by employees.

Successful organizations have a central core culture around which the rest of the company revolves. It is important for the organization to have a sound basis of core values into which management and other employees will be drawn. Without this central core, the energy of members of the organization will dissipate .as they develop plans, make decisions, communicate, and carry on operations without a fundamental criteria of relevance to guide them. This is particularly true in decisions related to quality. Research has shown that quality means different things to different people and levels in the organization. Employees tend to think like their peers and think differently from those at other levels. This suggests that organizations will have considerable difficulty in improving quality unless core values are embedded in the organization.

...1 Embedding a Culture of Quality

It is one thing for top management to state a commitment to quality but quite another for this commitment to be accepted or embedded in the company. The baste vehicle for embedding an organizational culture is a teaching process in which desired behaviors and activities are learned through experiences, symbols, and explicit behavior. Once again, the components of the total quality system provide the vehicles for change.

· Signaling. Making statements or taking actions that support the vision of quality, such as mission statements, creeds or charters directed toward customer satisfaction. Public supermarkets Where shopping is a pleasure and JC Penneys The customer is always right are examples of such statements.

· Focus. Every employee must know the mission, his or her part in it, and what has to be done to achieve it. What management pays attention t6 and how they react to crisis is indicative of this focus. When all functions and systems are aligned and when practice supports the culture, everyone is more likely, to support the vision. Johnson and Johnsons cool reaction to the Tylenol scare is such an example.

· Employee policies. These may be the clearest expression of culture, at least from the viewpoint of the employee. A culture of quality can be easily demonstrated in such policies as the reward anal promotion system, status symbols, and other human resource actions.

.4 CUSTOMER VALUE ANALYSIS

.4.1 CVA and Its Important Role

Quality conscious business units commission surveys to measure the level of satisfaction of their customers and the level of satisfaction of competitors customers. Survey results are used to manage the business at a fundamental level. They are a basis for decisions about

· Product selection

· Process improvement

· Employee compensation, particularly top management

.4. The Analysis of Survey Data

· General approaches

· Specific data analysis tools

· And software

To take survey results, mine the information in them, and produce valid estimates of customer perceptions of the company and its competitors, together with statements of uncertainty.

The principal vehicle for drawing conclusions from the surveys is a statistical model for the data that describes the variation in customers ratings as a function of 4 different measures of company performance, the companies (The company and its competitors),

the individual respondents in the survey and time. The model is quite complex because the variation in the ratings is complex. For example, different survey respondents use the rating scale differently; they position themselves at different places on the scale and they use up different amounts of the scale.

Visualization has also played an important role in analyses. First, display of the data has been vital to developing a statistical model that does a good job of describing the actual variation in the data. That is, by studying the structure of the data, we can be able to develop a realistic model. Second, visualization has played an important role in conveying the results. The results are complex, but the visualization tools allow ready comprehension of the important messages in the data.

.4. Search Tools Used in the Analysis

The complex process of sampling customers, surveying them, analyzing their responses, and then summarizing the results to convey the information to management is like a manufacturing line, requiring advanced information technologies and process improvement at all stages to provide valid characterizations of customer perceptions. A number of tools and systems invented in statistics and data mining research organizations play a major role in the analysis and summary

The company needs to adopt specific measures to be used in the project, both for analysis and presentation, that enables the company to understand its market position relative to its competitors for several customer satisfaction measures, and to see how its market position changes through time.

.4.4 Customer Value Analysis Defined

In customer value analysis (CVA), a company conducts sample surveys of its customers and of its competitors customers to determine the relative performance of the company on many attributes ranging from product quality and technology to pricing and sales support.

· Building the model and using it to form conclusions about CVA stimulated work on statistical theory, models, and methods

· Some specific theory of data exploration that provides an overall guide for methods used to explore data for the purpose of making decisions about model specifications;

· A reformulation of integrated moving-average processes into integrated sum-difference models, which enhances interpretation, model building, and computation of posterior distributions;

.4.5 Customer Value Analysis Is The Key to Competitive Advantage

Does customer satisfaction equate to customer loyalty? Not necessarily. Satisfying customers is no longer enough. To gain a strategic advantage in todays competitive environment, organizations must take customer satisfaction to the next level. The American Productivity & Quality Centers (APQC) recently completed consortium-benchmarking study, Customer Value Measurement Gaining Strategic Advantage. It reveals that the advantage goes to those organizations that track their performance compared with competitors on factors that drive purchase decisions instead of evaluating only product/service quality.

Companies succeed by providing superior customer value and value is simply quality, however the customer defines it, offered at the right price,

APQC worked with sponsoring organizations to scope the study, which focused on four areas

Developing and implementing a customer value analysis system, operationalizing customer value analysis, integrating customer value analysis into a strategic navigation system, and measuring the impact of customer value.

One finding of Customer Value Analysis is that the majority of best TQM practice organizations have shifted their focus from customer satisfaction to customer value. Customer value is strategically oriented, and customer satisfaction supplements this strategic view with a more immediate, tactical viewpoint of the marketplace.

.0 CONCLUSIONS AND RECOMMENDATIONS

1. MAKE GOALS AND PURPOSES CLEAR

. RATE PERFORMANCES OF MANAGERS, DO THEY

· Provide clear directions?

· Give employees work that uses their skills, challenges their ability and intelligence?

· Ensure that work groups are harmonious?

· Provide promotional opportunities, interesting work?

· Give workers a voice in decisions that affect them?

· Create an environment that workers feel part of?

. INVOLVE PEOPLE IN LOOKING FOR OPPORTUNITIES

· What barriers and obstacles need to be overcome?

· What tasks can be done more efficiently?

· What might be dropped? Shortened? Simplified?

· Are employees unhappy about too much/little work?

· Can performance appraisal system be of use?

4. ANALYZE, MEASURE, EVALUATE

· Analyze objectives, problems, opportunities

· Decide what ought to be measured

· Define output/input measures

· Establish data collection system

· Analyze validity and usefulness

4.0 REFRENCES

1. Dhillon, B.S., Engineering Management Concepts, Procedures and Models, Technomic Publishing Company, Lancaster, PA, USA, 187.

. Creech, Bill, The five pillars of TQM how to make total quality management work for you, Truman Talley Books/Dutton, Penguin books USA Inc., NY, NY, USA, 14.

. Capezio, Peter and Morehouse, Debra, Taking the mystery out of TQM a practical guide to total quality management, Career Press, Hawthorne, NJ, USA, 1.

4. Daft, Richard L., Management, Dryden Canada, Toronto, Canada, 1.

5. Deming, W. Edward, Out of Crisis, MIT-CAES, nd ed., 186.

6. The American Productivity and Quality Centre internet website, http//www.apqc.org/

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The Great Barrier Reef is a site of remarkable variety and beauty on the north-east coast of Australia. It contains the worlds largest collection of coral reefs, with 400 types of coral, 1,500 species ofSoWe require that you submit one of your own papers. Top 5 School Sites!

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david hockney artist or illustrator ? David hockney is arguably the greatest living british artist for me. Hia art is by now so varied that it can hardly be summerised.to begin the breakdown of this study i intend to initially look at his swimming pool series done mainly in the 170s. Then his photomontages.

Hockney was fascinated with the formal and technical problems associated with the representation of transparent surfaces, particularly water. the colour in the sky is represented as blue in all of his works so very literal. The rivers however has its own motions and depths and distortions. The colour of the sky in the water is perceived as something quite different. Hockney experimented with different techniques to show this.

Hockney segments his work so that various focal points can be viewed. Each box has its onw individual point giving it more realistic motions. He compatmentalizes the movement of the diver. It tells a narative, the clear divide between each section immediatly tells a progressive story. Your eye is allowed to choose which way to read it. You can make your own logic out of the pictures he does. I personally think it is more artistic than graphic.

A painting that isnt as easy to say if it leans towards been more or less artistic is,A bigger splash done in 67.He deals with the waters surface very graphically. The diver is abcent from the picture but the evidence leads us to believe that a diver has just dived in to the pool, but without creating the rings of movement expected. This offering the viewer the chance to decide there own time in such a timeless painting. Although in apperance it seems graphically orientated, the theme and compostion make up for an artistic picture.

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If you know two of more languages fluently, then you are qualified for a job as a translator or interpreter. A translator mainly consists of translating the written words of one language to another as opposed to an interpreter who translates the spoken word. Translators translate many different publications, including articles, fictional materials, screenplays, business reports, and websites. The translation field is set to double to a $0 billion industry by 004. Two main causes of this are the Internet and globalization of business. English is the international language of business; so many translators have jobs as translating other languages to English. The Internet has also provided many translators freelance jobs, instead of having to work for an agency.

To become a translator, it is a must to have learned fluently at least two languages. It is also very helpful if you have an expertise in subjects, such as engineering or medicine, because every subject has its own language. It is important to translate the specific field you have an expertise in, because you develop a sense of style. There are also certain colleges who offer degrees in translation. About 80 percent of translators to this date are freelancers, mainly because it offers more freedom with your schedule, and also because you can work at home with virtually no cost to get started. The main problem posed in this business is that you must go out and solicit businesses. The translation needs are very high right now, so this field is especially promising for those who are knowledgeable in foreign languages.

The main point of this article was to demonstrate the many advantages of becoming a translator, the specified qualifications, and the few downsides to becoming a translator.

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Do you often wonder why we act the way we do. Through the study of socialization, which explains how a child learns to function as a member of a society, we are able to identify the reason for our behavior. Different phases of socialization help to breakdown our human behaviors. These phases of socialization are the techniques used by groups to teach the dimensions of socialization. We are all introduced to these phases through our educational career, because school is an institution intended to socialize children.

In the first phase of socialization individuals are forced to accept group definitions. When I first started school, I was forced to sit in a room stuffed with many other children of different races, but of a similar age. I did not know any of these other children but the rules set by my authorities, told me how to treat them. I was told to treat them the way I wanted to be treated, and to respect their space. All these group definitions that were given to me as a child stayed with me as I grew up. I give people respect and I tend to befriend and hang out with people my age.

In the second phase of socialization, it is stated that, as individuals have wider social contact they formulate definitions spontaneously. I experienced this phase as I was introduced to the school cafeteria. As I was introduced to a larger group of people I quickly had to formulate a judgment on everybody in the cafeteria. The reason for the formulated definitions was to determine were I should sit down and eat, with what group I fit in best. I followed these same steps of this phase as I grew up and went to parties, got a job, and when I went to college.

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Personal Statement

Throughout my life I have been surrounded by healthcare workers. My mother and all of my uncles and aunts are either nurses or some type of medical technician. Of course they wanted me to become a nurse. I never wanted to become a nurse, but ever since I was in middle school I knew that I wanted to work in the medical field. Every career aptitude test I took showed that I wanted to become a health professional, and that I enjoyed working with and helping people. As soon as I entered high school, I enquired about the clinical rotation program. I was able to enroll in this program which allows students to follow or shadow various healthcare professional in a hospital setting. After observing the job duties of physicians, pharmacists, nurses, occupational therapists, speech therapists, physical therapists and a variety of other professionals, I realized that physical therapy was the career for me. I enjoyed being the individual that helped the patient through their rehabilitation process to help them gain back their strength or ROM so that they could get back to their every day lives and jobs. It was such an awesome feeling because I loved being a small part of making a difference in someone's life. The patients were so appreciative and greatful. Earning my volunteer hours to enter physical therapy school also allowed me to observe the outpatient clinic setting and further confirm my decision to become a physical therapist. I love the challenge of learning how to correctly diagnose patients and determining the correct treatment plan for each individual patient. I am currently completing my second clinical affiliation for physical therapy school and I love going to work everyday. I guess I chose the right field!

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I believe that subjectively we all act according to principle. These principles guide ones actions to experience a good life. An individuals perception of what a good life consists of may vary extremely from one to another. I believe that a good life consists of independent thinking; however, life should not be planned out or analyzed to the point where fear rules your life. Yes, it is great to be knowledgeable, and achieve a greater consciousness of consequences. However, aspects of life are not tangible, such as love; therefore, they cannot be explained because there is no real explanation.

'The Good Life' signifies a type of Nirvana that one may experience in a lifetime. Some may call it full self-realization. For one to live a good and content life, one does not have to be a certain type of person or be living a certain lifestyle. As a statistic many people in the United States choose to be homeless. I presume they enjoy this and it makes them content. Thoreau in "Walden" created his own shack on Walden lake and experienced his own version of 'the good life'.

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I believe that these principles guide one in the decision making process to attain the central most important thing of each individual, which is to attain happiness. Happiness is something that cannot be specifically explained, but its universal meaning is understood by all. I do not believe that humans will ever be totally and completely happy because thats human nature. There is a constant need to want more, therefore human nature makes it extremely hard and virtually impossible for one to attain a feeling that would leave one absolutely content with their life. Complete happiness can only result from the acceptance of ones life as is, therefore, desires and wants that will cause one to want greater degrees of happiness must be eliminated.

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Captain Cook found the Sout Coast so attractive that he nearly landed ther in 1770, instead of waiting until he got to Botany Bay. Heavy surf off the Five Islands at Wollongong dissuaded him. From the Endeavor Cook sighted several people on the shore who appeared to be of a very dark colour. They would probably have come from one of the five Aboriginal tribes who occupied the South Coast before the arrival of the Europeans.

They were the Dharawal, Wodi-Wodi, Gurandada, Dharumba and Wandandian people. They left middens and shelter caves througout the area and we can be certain that they found it a bountiful place. The wildfire is still abundant despite more than 150 years of intense land use.

George Bass bestowed the name Shoals Haven on the river now known as the Crookhaven in 177 during his explorative journey south in an open whaleboat. The name was later given to the larger Shoalhaven River further north.

White settlement was patchy for a long time, with whalers working out of Jervis Bay and timber cutters taking red cedar from the forests. It was in 180 when scotsman Alexander Berry that the area began to open up with a small number of settlers taking up widely separated grants.

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Even by 180 the South Coast remained relatively isolate, with Government Surveyor Govett reporting difficulties in taking his dray into the area. The railway was buile in the late 1800s, and finally linked the south coast with Sydney by land.

Subsequent development exploited the easily accessible coal seams under the escarpment for an iron and steel industry and even now Port Kembla is a major steel producing centre. One the steelworks were the lifeblood of Wollongong, but retrenchments forced the city to look elsewhere for jobs. It did so very successfully, turning both high-tech industries based on the Univerity of Wollongong and to tourism.

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What is symbolism? Symbolism is the practice of representing things by means of symbols or of attributing symbolic meanings or significance to objects, events, or relationships. In John Steinbeck's "Of Mice and Men", the theme of symbolism is clearly portrayed through the killing of Candy's dog. Not only does this relate to the death of Lennie; however, it relates to the associated feelings of George and Candy. Both the killing of Lennie and Candy's dog were acts of mercy done merely to end the grief of both animal and human.

The killing of Candy's dog was heartbreaking, yet at the same time, done for a better cause. Carlson states,

"Look, Candy. This ol' dog jus' suffers hisself all the time. If you was to take him out and shoot him right in the back of the head - right there, why he'd never know what hit him." (pg.45)

By this statement, Carlson implies that shooting the dog is the best solution and in doing so, the dog will not have to suffer any more. Carlson also states, "Well, you aint bein' kind to him keepin him alive." (pg.45) This proves that Candy's dog is old and suffers a great deal , and just by living, makes the dog suffer even more. Connecting this to the shooting of Lennie, George made an appropriate decision in killing him because he wouldn't be sincere if he decided not to. Not only did Lennie bring harm upon others, he brought harm upon himself as well. Therefore, by not ending Lennie's life, more problems would've occurred for the both of them.

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Along with the shooting of Candy's dog, Lennie's death was also very tragic, yet done to benefit him. At the end of the novel, George is left contemplating whether to kill Lennie or to let Curley and the others kill him. One may think he chose to shoot Lennie

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Critical thinking Paper Set and location is important in contributing to the overall look of a film. Set locations help to contribute to the overall look and as a result, the set and tone of the movie, Singing in the Rain.

Singing in the Rain had two types of sets. One was realistic and authentic to the period of the twenties. The cars, clothing and buildings of the time are authentic and this leads to a realistic feel to the movie, especially the red carpet scene, embodies the free spirited feel of the time. The costumes of each person in the film also reflects, the personality of the person wearing them. The twenties set give the movie and innocent, almost dreamy type feels and is almost a segue to the films second set Hollywood movie studios. The sets on the " Studio" are stylized, but in an authenticated way. The sets are set in the 18th century France, for the latest "Lockwood and Lamont Feature." The sets on the lot are large and grand, very over the top, and appropriate for the Hollywood of the twenties.

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The settings in this film are crucial to the plot of the film. The characters could not have existed outside of Hollywood; a prime example of this is Lina Lamont. Nowhere but in Hollywood is it possible for an actress to fake her singing and speaking voice, and then bully a studio head in to forcing the other party to keep doing it. Where else, but in Hollywood do you find a woman who is the embodiment of American Apple pie, working as a semi clad singer/dancer? The same could be said for don Lockwood and his friend Cosmo. Didn't they both fake their roots to sound more elegant than they were? Where else, could a movie about a cavalier, become a musical set in the twenties? The Answer to all these questions is Hollywood!!

Singing in the Rain is an excelent example of the musical being entertaining, having excellent set design and costuming and being an all round fantastic movie.

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The Alchemist This book is about Santiago, an Andalusian shepherd boy who dreams of a distant treasure in the Egyptian pyramids and leaves his homeland-Spain, to literally follow his dreams.

"When you want something all the universe conspires in helping you to achieve it." This is proved by the various spiritual messengers that he encounters along this journey in unassuming forms - a king, a camel driver, an Englishman, and finally the alchemist.An alchemists are men who believe that if a metal were heated for many years,it would free itself of all its individual properties , and what was left would be the "soul of the world". When he meets the alchemist the ensuing student teacher relationship clarifies much of the boys misconceptions while encouraging him to follow his dreams.mY heart is afraid it will have to suffer"the boy confides to the alchemist."Tell your heart that the fear of suffering is worse than suffering itself and no heart has ever suffered when it goes in serch of it's dreams,because every second of the search is an encounter with god. All these people he encounters, guide him in interpreting and reading the various omens /signs that ultimately lead him to success. There are numerous occasions on his journey - loss of accumulated material wealth, romantic love, material success and fame, which tempt the boy to give up his pursuit, but he dares to 'follow his destiny to conclusion'.

The plot of this story is one that every individual could identify with. The universal appeal of this book lies in that it gives hope to it's readers, that if they learn to truly listen to their heart's desires and relentlessly pursue their dreams, it will definitely lead them to success. It thought provokingly reveals that Fulfillment in life's journey comes not only on reaching our destinations, but also from the journey itself. That is why it comes as no surprise that 'The Alchemist' has been published in more than 100 countries and translated into 4 different languages. A truly profound book!!!!

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Ghana

Ghana was founded in the fifth century AD between AD 450 and 10. Gold was traded more in Ghana than anywhere else. The people of the original kingdom, the Soninkes, spoke the Mande language. In Mande, Ghana means "Warrior King." Ghana was known for its crafts.

Songhay

They began to build an empire of their own around the eighth or ninth century AD. In 14 a new Emperor, Askia Muhammad, inherited from his predecessor. Slaves whose obligations were to provide certain goods and services, blacksmiths made spears, fishermen deliver fish or canoes, cattle breeders bring cattle, others perform household services.

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Benin

Located south of Songhay, Benin was established by the Yoruba people. One of the most important crafts was bronze casting. The houses were made of red clay, polished for looks like marble.

Kongo

Kongo was started in the fourteenth century. It was ruled by the Manikongo, or king, and divided into six provinces. The provinces each ran under a governor appointed by the king. Kongo was a trading center. In the 1600's the amounts of cloth sold were comparable to the textile-producing cities in Europe.

Mali

Mali started in the thirteenth and fourteenth centuries. The Mali Empire was the second and most extensive of the three great excessive

Empires. This included the kingdom of Ghana and Songhay. The Mali Empire was located strategically near gold mines and the agriculturally rich interior flood plain of the Nigeria River.

Kush

The Kush civilization started around 00 BC. The Kushite region ended when Assyrian armies conquered Egypt from the sixth century BC onward, the Kushite kings ruled their territory from the population center of Meroe, farther down the Nile.

Axum

Axum is located in East Africa. Axum came to power after the Nubian kingdom of Meroe fell. In the mid 00's many people in Axum became Christian. The Axum began to decline in the 600s

Great Zimbabwe

Great Zimbabwe became a major power in 00 AD. It was built by Africans. There is not a single straight line on buildings in Great Zimbabwe. Gold Trade made Great Zimbabwe one of the wealthiest groups.

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How many times have you been to an unfamiliar town or city and found yourself desperate for the loo but with no idea where the nearest public convenience might be?

This is the premise behind the idea for this project. To produce a resource so those unfamiliar with their current surroundings will be able to attend to that basic human need with the minimum of fuss. Wouldn't it be great if you knew where the nearest convenience was if you were on a beach, in a town centre, or how far you had to go while travelling on the motorway? Or if you were just coming home after a boisterous night out at a pub? The inspiration for this website came about after hearing a set of outrageous stories about getting caught short whilst out and about.

Some unusual locations were mentioned to great amusement of all within earshot. So to spare you all further embarrassment here's the idea.

The site will be database driven and will initially only cover Oxford and Oxfordshire, with the intention to expand this to the whole of the UK. Further expansion as and when funding can be found. The premise is for the average person with a WAP phone or similar portable internet connection, to call up the website, put in the name of the town they are in, and a list will come up of where all the generally acessible public toilets can be found. I envisage the user to be someone new to the area, or visiting, so a resource like this would be much appreciated. A ratings system similar to the Michelin restaurant guide will be applied to the states of these, so the user can be forewarned of any

Custom Essays on Technology in the Future...Good or Bad?

noxious scenes, whether there are disabled facilities, etc.

Types of entries will be council run public toilets, major restaurant chains, hotels, garages, shopping malls, pubs, internet caf s. Locations will be given by street names, and where possible large landmarks to help the desperate user.

Please note that this sample paper on Technology in the Future...Good or Bad? is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on Technology in the Future...Good or Bad?, we are here to assist you. Your persuasive essay on Technology in the Future...Good or Bad? will be written from scratch, so you do not have to worry about its originality.

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If you order your cheap essays from our custom writing service you will receive a perfectly written assignment on AUstralia and the death penelty. What we need from you is to provide us with your detailed paper instructions for our experienced writers to follow all of your specific writing requirements. Specify your order details, state the exact number of pages required and our custom writing professionals will deliver the best quality AUstralia and the death penelty paper right on time.

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Many people in the community want to see the death penalty reintroduced to

Australia. They believe that it will reduce the number of murders and allow

justice to be done; "a punishment to fit the crime." Some say. Unfortunately, nothing could be further from the truth. This article details why the death penalty is a failure, and why it should never be used under any circumstances.

Amnesty International opposes the use of the death penalty in all cases and for all crimes. It views the death penalty as a fundamental human rights violation.

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Nowhere has it been shown that the death penalty has any special power to reduce murder rates. In country after country, it is used disproportionately against the poor or against racial or ethnic minorities and it is often used as a tool

of political repression. The idea that a government can justify a punishment as

cruel as death conflicts with the very concept of human rights.

A spokesman for Amnesty International said, "The death penalty is wrong and immoral. It is not the governments place to judge whether a person should exist or not. We, as a whole or individually, do

not have the right to put a value on a human life. Only God may judge us."

If a person is given the death penalty for murdering another, then those who

granted the penalties are no better than the murderer. Capital punishment is completely against what Jesus taught us.

Another reason we should not use the death penalty is financial. It is more

costly to take someones life than to maintain that life in containment. Those

who complain about paying taxes to the government for justice and at the same

time favour capital punishment are hypocrites. People in favour of the death

penalty are in favour of what is against our Constitution, specifically our

Constitutional right against cruel and unusual punishment. This is why the death

penalty is wrong and immoral and should not be reinstated into Australia

Please note that this sample paper on AUstralia and the death penelty is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on AUstralia and the death penelty, we are here to assist you. Your cheap custom research papers on AUstralia and the death penelty will be written from scratch, so you do not have to worry about its originality.

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If you order your custom term paper from our custom writing service you will receive a perfectly written assignment on Pro-life or pro-choice. What we need from you is to provide us with your detailed paper instructions for our experienced writers to follow all of your specific writing requirements. Specify your order details, state the exact number of pages required and our custom writing professionals will deliver the best quality Pro-life or pro-choice paper right on time.

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Abortion In America One of the most debated issues in America is abortion Pro-life or pro-choice.

This is a decision that each person has to make for him or herself. Many people say that abortion is the womans choice. I firmly believe, however, that if the woman is willing to have sex, she should be willing to suffer the consequences.

Being a female myself, I am now with the consequences of choosing to be sexually active. But after hearing that innocent heartbeat, I know it will be worth it.

Not everyone feels this way. Over one million babies will be aborted this year because of the careless actions of the sexually active. When Roe v. Wade legalized abortion, it was because a woman was raped and became pregnant due to those unfortunate circumstances, not because she was looking for the easy way out (Schmitt). Abortion has become a form of birth control. Instead of using condoms, birth control, and the best form, abstinence, women have turned to killing the innocent. Abortion is at an all time high. Once a sperm and an egg meet, the egg is fertilized. You then have a new human being. You have the total DNA, everything that human being will ever be (Pro-Life). This is not an ant to be stepped on; this is a human life being put to an end because of the negligence of two people (National). In the last few years, the right to die has been a highly debated issue in America. Should people with terminal illnesses be able to choose whether they live or die? I feel this relates well to the issue of abortion. Being pregnant is not a terminal illness. Its not an illness at all. Its a live, breathing, growing human being. Shouldnt that human being have the right to life? Lawmakers have said that people do not have the right to die, so why cant a baby have the right to live? Life is a precious thing, whether inside or outside of the body. It is not something to be toyed with or taken granted of. A baby, no matter what form theyre in, is precious and important. And no matter what mistakes were made by the parents, that baby should have the right to live. Its not a choice; its a baby.

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Please note that this sample paper on Pro-life or pro-choice is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on Pro-life or pro-choice, we are here to assist you. Your cheap custom college paper on Pro-life or pro-choice will be written from scratch, so you do not have to worry about its originality.

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If you order your custom term paper from our custom writing service you will receive a perfectly written assignment on a good man is hard to find. What we need from you is to provide us with your detailed paper instructions for our experienced writers to follow all of your specific writing requirements. Specify your order details, state the exact number of pages required and our custom writing professionals will deliver the best quality a good man is hard to find paper right on time.

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¡®A Good Man is Hard to Find'

In the end of this story the Misfit comments on the Grandmother 'She would of been a good woman if it had been somebody there to shoot every minute of her life.' But it does not seem to me that he is right. She is not a quite good woman as he thinks. We can find some clues that we can guess she is selfish lady.

This story starts with the sentence The grandmother didn't want to go Florida' that shows us how she behaves between family members, and in this story she is doing whatever she want even though the others don't want it She changes the family's plan to trip to way she likes and go anywhere she likes. According to The Misfit and her conversation, she is a Christian, but we cannot find any of her Christian minds through the whole story, and when she talks about her love story she stresses that her lover was wealthy man, besides. She is just looking good old woman who considers herself good person and is idealistic. She is not a good woman as The Misfit thinks. Why does The Misfit think she has been good woman? Maybe he is saying that remorsefully as the first time after a multitude of murder. Even though she was selfish and far from reality, when she meets reality as meets The Misfit, she fights with the circumstance through the religion. The Misfit compares himself with Jesus in a point that he was punished without any committing. But he did not die so that is not right to compare himself with Jesus. She dies without committing so it would be better to compare her with Jesus for us. She tries to persuade him to pray like Jesus did. She considers The Misfit, sinner, her son like Jesus did. She is killed by the one she tries to adopt like Jesus did. After her death, The Misfit thinks she would have been a good woman because there is none who could call a sinner a son. Actually, his emotion does not change by her yelling ¡®Jesus' and ¡®Pray', but by being called a ¡®son', his emotion is affected and unconsciously he shoots the gun to her. Maybe he is astonished by the word ¡®son'.

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Please note that this sample paper on a good man is hard to find is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on a good man is hard to find, we are here to assist you. Your cheap custom college paper on a good man is hard to find will be written from scratch, so you do not have to worry about its originality.

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