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SUFIAN MUNIR

Address 54 Pizarro Ave., Novato, CA 44

Tel +1 (510) 58-50 Email EUSSNMR@am1.ericsson.se

Objective

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Seeking career in the telecommunications industry where the work environment challenges him to become adept in combining business driven objectives with technology and fully exploits his technical skills and leadership abilities.

Area of Expertise

Over 6 years Hands on experience in CDMA000, CDMAone, GSM & TDMA wireless networks as well as ISDN & POTS wireline systems

Managerial abilities and leadership character acquired by managing high profile projects involving new product introduction, customer support and network rollout; with the responsibility to lead and supervise up to 0 engineers.

Working knowledge of processes and practices involved in the R&D, professional services, implementation, customer support and sales organizations of multinational telecommunications companies.

Detailed knowledge of various protocols used in CDMA networks including IS-000, IS-5, IOS4.0, IS-41C, C7 & SS7.

Troubleshooting of software (PLEX, ASA10C), hardware & configuration problems in Ericssons AXE (circuit switch) platform and configuration and hardware problems in CELLO (ATM switch) platform. O&M and testing experience on Ericssons various product lines including

CDMA000/CDMAone MSC, BSC, RBS, RNM, HLR & PDSN (AXC)

GSM MSC, BSC, RBS

TDMA MSC & RBS

Circuit/Packet core networks Local, Translocal & Gateway switches, ISDN, AXD01 (ATM) & AXI (IP router)

Worked and got trained in countries including USA, Pakistan, China, Brazil, Sweden, Denmark, Malaysia and Greece. Speaks 4 languages including English, Urdu (Pakistan), Hindi (India) and Portuguese.

Professional Experience

ERICSSON WIRELESS INC. USA (FIELD TECHNICAL MANAGER) July 00 - Present

FOA (First Office Application) Manager - CDMA000 FOA - China Unicom, China

Represented CDMA000-CRAN Product development Unit in China where Ericsson launched its 1st commercial CDMA000-1X network. Acted as a liaison between Chinese Market Unit and the Product Units of BSC, RBS, RNM and MSC. Managed the resources, budget and all technical aspects of the FOA activities during which the performance and reliability of this new technology and product line was successfully demonstrated to China Unicom. Ericsson succeeded in getting a $150 Million contract to deploy its CDMA000 networks in 7 provinces of China for China Unicom.

Field Technical Manager - CDMA000-1X Field Trial - Cricket Communications, Spokane, USA

Managed all technical aspects of the 1st field trial of Ericssons CDMA000 solution conducted for Cricket communication. A CDMA000 network was overlaid on Crickets commercial CDMAone network and all the key features were tested and performance was measured to the customers satisfaction. Responsibilities included supervising the on site engineers, managing customer expectations and ownership of all technical issues reported during the field trial.

ERICSSON INC. USA (FIELD ENGINEER IV) May 001 - July 00

Feature Test Lead - BSC110 Node Integration & Verification - San Diego, CA.

Owner of incremental testing during development of inter BSC and Intra BSC hard handoff functionality in BSC110 (CDMA000 1X BSC).

Test Engineer - C-RAN (CDMA000-1X) System Integration & Verification - San Diego, USA - Jan. 0 to Apr. 0

Worked on system integration activities during incremental development of Radio Access Network (CDMA000 product line). Developed and executed test cases for Registration, system synchronization and voice quality testing. Conceived and implemented the objective approach to test voice quality in CRAN system.

Lead Network Integration Engineer - CDMAone network rollout - Cricket Communications - USA

Coordinated all technical issues during the planning, design and rollout phases of CDMAone network deployments for Cricket communications in 5 markets. Supervised a staff of over 0 on site engineers consisting of teams responsible for commissioning & integration of MSC, HLR, BSC & RBS and RF optimization team. Led onsite-troubleshooting efforts for all the nodes. POC for the customer on technical matters and reported the progress on projects to Ericssons Business Unit and Market Unit.

ERICSSON INC. USA (FIELD ENGINEER III) JUNE 000 -May 001

Lead the efforts to commission & Integrate the core network for Ericssons first (FOA) end-to-end CDMA solution in USA. Also Involved in the Network rollout of GSM and TDMA systems for Cingular and AT&T.

MODIS INTERNATIONAL UK. (CONSULTANT) ERICSSON BRAZIL JAN 000 - JUNE 000

Technical consultant for the execution and support of wireline network upgrades & expansion projects in various cities of Brazil. Also implemented ISDN services in Telefonica & MCI wireline Networks. Trained Ericsson Brazils support and field engineers on AXE platform. Prepared generic MOPs and guides for rollout of wireline networks.

ERICSSON UAB SWEDEN (LEAD TEST ENGINEER) NODE PRODUCTION CENTER FEB 1 - MAY 1

Executed factory testing on AXE platforms and sent the nodes to various projects around the world, all within scheduled deadlines. Mentored junior staff on the hardware testing processes and supported them in troubleshooting efforts

ERICSSON PAKISTAN (SUPPORT ENGINEER) MAY 18 - JAN 000

Technical Coordinator - Transgate III International Gateway Project / TDMA V4.0 Project

Coordinated a project to install a new YK compliant international gateway exchange (AXE based Transgate III system). Worked on protocol compliance and vendor compatibility issues with gateway exchanges in various countries. Implemented many market specific features involving Operators Subsystem and non-compliant signaling protocols. Met the YK deadline with very limited resources. Also involved in the AMPS to TDMA migration of a cellular operators (INSTAPHONE) network in Pakistan that involved the replacement of 4 MSCs, upgrade of 50 RBSs and RF re-optimization.

Customer Support Officer (PTCL) - Ericsson Local Support

Responsible to provide in service support to the largest PSTN operator (PTCL) in Pakistan operating AXE10 switches. Lead a team of engineers to provide online & on site technical support to the customer having direct interface responsibility with the management of PTCL. In Service Performance of PTCL switches were improved by 7%, CSR (Customer Service Request) resolution time was reduced by more than 50% and customer satisfaction balanced score card was improved significantly during this year.

SIEMENS PAKISTAN (TRAINEE SALES ENGINEER) JULY 17 - MAY 18

Involved in sale and implementation of Radio Relay Link project for Pakistan Air Force (PAF). The project involved building multiple microwave radio links between PAF switches to carry PCM traffic between the switches and used Siemens CTR10 and PCM0H product lines.

Provided technical support to submit the proposal for deployment of new Air Traffic Controller system to Civil Aviation Authority. Siemens was awarded the contract for this UHF based ATC system despite comparatively higher price quote due to its efficient and quality technical proposal.

Prepared bids for tenders related to Defence electronics and Microwave links.

Qualifications

EDUCATION

1 - 17 Ghulam Ishaq Khan (G.I.K.) Institute of Engineering Sciences & Technology

Bachelors in Electronics Engineering (Major Telecommunications)

000 - date UC Berkeley (extension) - 5 out of 7 courses completed

Wireless Communications & Mobile Networking Certification

PROFESSIONAL COURSES

ETEC (Ericsson Richardson, USA)

Business Processes Overview ( days), AXE Software ( weeks),

GSM Data Translations ( weeks), GSM RBS 000 Maintenance (1 week),

CELLO Overview ( days), GPRS System Survey ( days),

GSM System Survey ( days), IS-16 (TDMA) RBS884 O&M ( weeks),

AXD01Signaling & Routing (1 week), AXD01 Configuration ( days),

AXD01 Maintenance ( days), AXI Routers Configuration & Routing (1 week),

EWU (Ericsson San Diego, USA)

CDMA 000 ( days), TIA/EIA 5 A/B (1 week),

CDMA end-end ( days), CDMA000 PCN ( days),

ECP (Ericsson Pakistan)

Telecom Fundamentals (1 week), AXE10 Survey (1 week),

C++ (4 weeks), C7 / SS7 signaling (1 week),

EAM (Ericsson Malaysia)

AXE10 Testing 1 (6 weeks)

InfoCom (Ericsson Greece)

Transgate III for Intl. Gateways ( weeks)

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The Garden of Forking Paths

In The Garden of Forking Paths Jorge Luis Borges accounts the desperate act of a German spy near the close of World War I. The protagonist, Dr. Yu Tsun, is a noted expert in labyrinths, and at the end of Borges short story, he discovers the secret of his great grandfathers work The Garden of Forking Paths. In this sprawling web of symbols, which exists as both a book and a labyrinth, a maze of possible pasts, presents, amd futures coexist in an infinitely chaotic and complex manuscript. Borges constructs an elaborate discussion of time using the philosophy of labyrinths and gardens to demonstrate the essentially ficticious, yet inescapable nature of time. In The Garden of Forking Paths, time is not uniform and Yu Tsun experiences time as depicted in Tsui Pens novel, in which the world is neither uniform nor absolute, but a web that allows for an infinite amount of paths to be taken. Yu Tsun himself is navigating through this labyrinth, choosing his possible futures. Tsui Pens novel reflects that Yu Tsuns life is merely the result of the paths he has taken.

In an attempt to discern the complex relationship between Yu Tsun and Tsui Pen, it is neccessry to discuss the details of Tsui Pens novel The Garden of Forking Paths. Tsui Pen retired from rulership to write a book and construct a labyrinth. Upon his death, all his relatives found were the haphazard pages to an almost incomprehensible manuscript. They found no real book, and certainly no physical labyrinth. Much to the shame of Tsui Pens family, the pages were saved and eventually published. Virtually ignored in China, the work was finally revised, corrected, and restored to its intended form by the English Sinologist Stephen Albert. To him goes the credit for the discovery of the books strange form the book is the labyrinth. As Albert notes,A symbolic labyrinth...An invisible labyrinth of time... At one time time Tsui Pen must have said, I a going into seclusion to write a book, and at another, I am retiring to construct a maze. Everyone assumed these were separate activities. No one realized that he book and the labyrinth were one in the same (Borges, p. 8). It is a non-linear work in which anything that can happens does; each possible outcome is pursued, multiplying into a seemingly infinite chaos. In all fiction, when a man is faced with alternatives, he chooses one at the expense of the others. In th e almost unfathomable Tsui Pen he chooses- simultaneously- all of them. He thus creates various futures, various times which start others that will in their turn branch out and bifurcate in other times (Borges, p.6). In this way the book represents Tsui Pens view of time an endless series of possibilities that spread their web through all eternity.

How then does Tsui Pens novel relate to Yu Tsuns journey accounted for in the narrative? Characteristic of what may be deemed metafiction, The Garden of Forking Paths function at several levels. In other words, there are stories within stories. Borges use the idea of labyrinths, both literally and symbolically to illustrate the interconectedness that is the universe. The labyrinth of the narrative itself, that of Tsui Pen and the labyrinth of time and reality are all intimately connected. At the firts level, there is the unamed narrator who instructs the reader to connect to YuTsuns statement with a passage form a history text. The folowing deposition, dictated by, read over and then signed by Dr.Yu Tsun, former teacher of English at the Tsingtao Hochshule, casts unsuspected light on this event (Borges, p. 8). By naming the novel at the innermost narrative level The Garden of Forking Paths, Borges calls attention to the fact that there is yet another narrative level above the unamed narrator. That is the story itself The Garden of Forking Paths contains the first narrator and all the narrative levels below it. This structure allows for the text to become a sort of labyrinth through which the reader navigates.

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On a more intimate level, Borges depicts Yu Tsuns journey as a labyrinth reminisscent of Tsui Pens attempt to define the universe in its entirety. During his journey to Stephen Alberts house, Yu Tsun begins to ponder over his great grandfathers lost labyrinth. Under the trees of England I meditated on this lost and perhaps mythical labyrinth (Borges, pp.-4). In a moment of introspection, Yu Tsun entertains the notion of an infinite labyrinth.I thought of a maze of mazes, of a sinous, ever growing maze which would take in both past and future and would somehow involve the stars (Borges, p. 4). As Tsun reflects on the concept of unending paths, he finds himself deeply immersed in the labyrinth of thought he has created, while simultaneously making his way through the labyrinth that is the countryside. The road kept descending and branching off through meadows misty in the twilight (Borges, p. 4). Through his musings, Tsun inadvertently chooses a path that links him to the past, and he himself becomes a part of the web of time concieved by his ancestor. The absolutness of the present becomes irrelevent as Tsun observes Lost in these imaginat=ry illusions I forgot my destiny... I felt myself cut off form the world, an absract spectator (Borges, p. 4). According to the logic put forth in The Garden of Forking Paths , this sense of splitting reality is the nature of time itself. Thus Yu Tsuns journey is composed of countless points of bifurcation, each one spawning the intricate labyrinth in which Tsuns existence dwells.

The ultimate connection between the created labyrinths is not fully realized unitl Yu Tsun encounters Dr. Albert for the first time. Through a series of seemingly coincidental happenings, Tsun find himself at the mercy of a universe in which change does not occur. Possibilities are not realized because of a self-imposed necestity. The fact that Tsun has to murder the one man who has revered and undertsood his ancestor more than any other person on earth, suggests that Alberts existence is intimately connected to Yu Tsuns past, present and future. Tsun becomes ncreasingly aware of the significance of Alberts existence in relation to his own destiny. With proper vneration I listened to these old tales, although perhaps kess asmiration for them in themselves than for the fact that they had been thought out by one of my blood, and that a distant man of a distant empire had given them back to me (Borges, pp.8-). The fact that Tsui Pen was also killed by a foriegner suggests that Dr. Albert and Tsui Pen are somewhat analogous entities coexisting in time parallel to the other. The seemingly predetermined path of Yu Tsun is the link between the two. This is a glaring example of Tsui Pens philosophy of bifurcating time. Albert tells his future mureder that they are living ina world of similaritl bifurcating times, full of many alternate realities

This web of time- the strands which approach one another, bifurcate, intersect or ignore each other through the centuries-embraces every possibility.. we do not exist in most of them. In some you exist and not I, while in others I do anf you do not, and yet in others both of us exist.( Borges, p.100). The pivotal moment is that in which Albert states Time is forever dividing itself toward innumervle futures and in one of them i am your enemy (Borges, p.100). As Yu Tsun gets closer to committitng the nmurder, he is aware of a puulation, a splitting of reality. It seemed to methat the dew-damp garden syrrounding the house was infintely saturated with invisible people. All were Albert and myself, secretive, busy and multiform in other dimensions of time.( Borges, pp.100-101). Like the characters in Tsui Pens story Yu Tsun is chossing multiple alternatives, creating various futures sinultaneouly.

The notion of multiple worlds seems at first to absolve tsun of moral responsibility and make the act of murde much easier. Tsun justifies his action by simply stating, The future is now. He murders The unsuspecting Albert whie his back is turned, choosing his mooment in order to be as merciful as possible. Yet the story ends with Yu Tsun full of infinite penitience and sickness of heart. The fact that Yu Tsus experience of life is only a slender thread in the infinite web of his possible lives, does not change the fact that he is frimly embedded in his single lived reality.

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An Ounce of Cure is Worth a Lot of Trouble

Was growing up ever difficult or confusing? Everyone has a different story about finding oneself. Sometimes it might take a drastic event to bring forth the real personality in an individual. In fact, everyone has probably heard the old saying "an ounce of prevention is worth a pound of cure." This story's title foreshadows events to come by implying that something emotionally tragic happens. Everyone knows how difficult it is to break away from the mob of his peers. After all, nobody wants to be thought different or be neglected. Every person copes with this time in his life in a different way. Alice Munro writes a comical story about one girl's journey in "An Ounce of Cure." This short story is about developing individuality and discovering oneself.

At the beginning, the narrator appears a typical teenage girl. Low self-esteem might seem prevalent through the comments she makes when she catches a boy checking her out. She cannot understand why he is attracted to her "home permanent [that] had turned out badly" (45). She states that she is "not looking like anybody but me" (45). This first impression might point to the low self-esteem that most teenage girls possess. However, perhaps there is another alternative. Is she instead quite assured of herself and does not proceed to swoon over some random senior boy who is checking her out? The narrator has a strong personality and does not need a boy as a crutch. This one occurrence shows the intense self-sufficient qualities in the character. However, in a moment of longing to be loved and accepted, she lets herself fall.

The narrator makes the mistake of becoming engulfed in her relationship with the young man, Martin Collingwood. They date for only two months, but after the break-up she can think of nothing else (45). Now she is showing signs of a normal, superficial teenager. She feels the need to be accepted and is very emotionally attached. This is a deviation from her normally calm, collected, and objective observances. For a moment, she becomes weak and allows herself to become infatuated with someone she does not need for her happiness. When the narrator decides to like Martin, she puts her heart on the line. She is not familiar with being complimented or feeling special. During her time with Martin she opens herself up, and when she does, he leaves her (45). He is not trying to be cruel, this is just how relationships are during teenage years; they are fickle and never last. However, the narrator does not understand this. She struggles with returning back to the person she was before Martin Collingwood came into her life. Her "plucky and independent" (486) personality is hiding within her somewhere. She has just not had the chance to let her true self show through.

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Her inattentive mother does not help her position in the least. The narrator is looking for guidance in this situation, and she can only get a detached response, which is far from the sympathy and guidance she was looking for and needs. The young girl is faced with a time of emotional loneliness when she takes matters into her own hands. She begins her attempt at redefining herself by defying old values that had been imposed upon her. When she decides to get drunk, she is probably subconsciously rebelling against her parents', particularly her mother's strict rules against alcohol.

The narrator is not sure of how to handle her emotions. She tries various different tactics as emotional outlets. She ends up following her crush, and hanging out in places where he might find her (45). She even goes as far as to take a whole bottle of aspirin. However, while taking the bottle of aspirin her true character shines through and she abandons the idea (45). She tortures herself endlessly by remembering exactly how he used to kiss her (45). These actions are those of an emotional teenager. The narrator obviously has passion; it is just that she has placed it upon someone that does not deserve it. She needs to come to the realization the she does not need Martin Collingwood to be special.

In a single incident the narrator's problems are solved and begin. As she is babysitting she decides to drink her employers' alcohol (45). This is not the best judgment on her part because she ends up getting caught, the whole town finds out, and she becomes an outcast for many years. However, this shows strength on her part. She was pushed outside of the social ring for many years and she turned out to be a normal, healthy person. She did not allow it to ruin or break her. At this point, the reader can begin to see her break away from her old values and priorities.

The narrator survives her ordeal by looking back on all that she went through very objectively. Munro states "One thing in ["An Ounce of Cure"] I think is interesting, now that I look back on it when the girl's circumstances become hopelessly messy, when nothing is going to go right for her, she gets out of it by looking at the way things happened-by changing from a participant to an observer" (48). In this time of chaos the narrator takes a step back, and looks at her situation. Every person can relate to this thought process. It is common knowledge that when not involved in a situation a person tends to look at it more objectively. This process of viewing her situation as an outsider keeps her from involving her feelings and emotions. At this one point in the story, the narrator is allowed to solve her problems by creating a catastrophe for herself, then taking a step back and looking at her life objectively as an outsider.

After the narrator's drinking disaster, the reader is allowed to see her true character present itself. The narrator is very conscious of her feelings and attitudes and she exhibits confidence and independence. She talks of how her mother had forbid her to go out with boys until she was sixteen, but "this did not prove to be a concrete hardship at all, because it was at least that long before anybody asked [her]" (458). Even in her time of exile, she still finds humor in the situation when she describes herself as being "marked for a special kind of ill luck, like the girl who illegitimate baby turns out to be triplets" (458). She looks at it from a practical perspective by biding her time and waiting for everything to pass, while most people would have gone insane with loneliness. She shows her strong independence as she waits for time to heal everything. She proves her incredible maturity as she recounts the events that occurred and finds a positive aspect in the calamity. She did finally get over Martin Collingwood (458). She remembers how her viewing her disaster in a different light finally "brought her back into the world again" (458). She realizes that she has just viewed "the shameless, marvelous, shattering absurdity with which the plots of life…are improvised" (40). She now knows that some incidents in life are just coincidence, but can still shape the type of person she becomes. She sees the whole incident with a type of ironic humor, is determined not to let it destroy her. Benjamin Demott was accurate when he wrote that "each of Munro's heroines is perfectly capable of recognizing and regretting a mistake or indiscretion….But Mrs. Munro's women are also capable of relishing an indiscretion" (486).

Is the narrator a troubled teenage girl or a passionate, mischievous young woman? In the story an "Ounce of Cure" the reader is allowed into the trauma of one teenage girl's life. Full of freak occurrences, plenty of humor, "disorder, chance happenings and meetings, and…bizarre characters" (40) the story follows a young girl as she grows and matures. This is a story about growing up and making errors along the way, but not regretting them. Munro teaches how to learn from mistakes, and all the while she makes it comical and entertaining. What makes Munro's story so touching is that it is easily applied to most people's lives. I'm sure every woman can relate to their first crush, their first breakup, and how they coped with it. This personal aspect of the story allows readers to reminisce with the writer. At the end of "An Ounce of Cure" the now grown and married narrator sees Martin Collingwood at a funeral and, catches him giving her a reminiscent smile (458). "[She] gives a gentle uncomprehending look in return. [She] is a grown woman now; let him unbury his own catastrophes" (458). She has finally found her place in society and is content.

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Subject Risk Analysis and Management

Code BEO410

Assignment Session , 00

Student David Johnston

ID 665

Due Date 500pm Friday Oct. 1

Tute Thurs 00pm

Tutor Syd Lambrick

Article 1

'Managing Risk in the Funds Management Sector' is as the title would suggest, an article providing a comprehensive analysis of risk management in the active funds management industry. Morony has broken up his article into two main sections; Fiduciary risk or client risk, and firm risk. Throughout Morony's analysis, practical examples and solutions employed by Bankers Trust Fund Management (BTFM) to mange and control these risks are provided. Morony writes about identifying ways to combat risk in the funds management sector. His article is well written for its applicability to the funds management sector.

Morony, throughout his analysis, looks at ways of managing risk for fund managers in a very practical way. He starts by cementing that if risk is ignored or not controlled properly then it will damage both the business and its clients, 'if a fund manager cannot control risk then there is no way to survive in the long run'.

Morony identifies the importance of setting benchmarks for managers to match and teaching clients about these benchmarks. Negative portfolio returns in a weak market but with above-benchmark performances can yield dissatisfaction among its clients whereas positive portfolio returns in a strong market but with below-benchmark performances can result in client satisfaction. Morony identifies this dilemma among fund managers and intelligently suggests 'to resolve the tension between absolute returns and relative returns, fund mangers must provide considerable client education and explanation'. To ensure client satisfaction a key to any successful business BTFM ensure that all its clients agree to the terms of the mandate before it is signed and the fund accepted.

Market risk refers to 'the to the possibility of loss on a portfolio as a result of adverse movements in interest rates, foreign exchange rates and other market prices'. Despite all the advancements in risk management procedures, there is no one ideal to forecast portfolio performance. Morony questions the extensive use of historical data and that portfolio returns are distributed normally, moreover suggesting they exhibit leptokurtosis or 'fat tails'. The existence of these fat tails is due to extreme movements among markets being more common than normal distribution suggests. He gives us an example by sighting correlation differences during market crises 'for example, during the 18 Russian bond crises the correlation between equities and bonds moved from 0.1 to -0.56'. Correlation is used in formulating overall portfolio risk, so you could imaging the miscalculations as a result of using historical data during these volatile times. To combat this problem, BTFM 'combines the historic reaction of different markets in particularly volatile periods… to test unusual correlation patterns against current portfolio positioning'.

The concept of risk budgets is a new concept in managing risk. A risk budget is a 'mixture of simple portfolio construction limits' set out to ensure risk isn't being underestimated or overlooked. If a risk budget limit is broken then managers must explain why the portfolio should continue. Morony emphasises managers should take risks but believes in ensuring the risks are 'intentional and reflect the strength of the views of the portfolio manager'.

Firm risk is extremely important for a stable company. It is the risk to the firms revenue and reputation. Morony identifies firm risk as being either governance risk or operating risk.

To ensure the controlling of governance risk, BTFM require all staff to be trained in key business policies and procedures and sign a code of ethics. Stringent controls on employee trading are also implemented by BTFM along with security on insider trading and daily checks on portfolio restrictions. All this is to protect the firms reputation which can, if unmonitored, result in 'negative publicity and/or a decline in market confidence, and consequent business loss'.

Morony cleverly suggest that operating risk can be managed by 'identifying key individuals in the firm' and certifying their knowledge is passed on to others in the company in-case of their departure. Disaster recovery plans are also a must. Back-up computer systems and safe storage of computer data regularly downloaded. With real time information a must in such businesses, Morony concludes 'it is imperative that resources are committed to the establishment and maintenance of such a (back-up) site'.

Article

Miccolis's article 'Enterprise Risk Management in the Financial Services Industry From Concept to Management Process' is a five step process focusing on 'developing best strategies' the first stage of enterprise risk management (ERM). The financial service industry widely believes in the use of ERM in addressing major business challenges, however only a small number of companies have fully implemented ERM, especially in the insurance sector. Miccolis's article shows financial service companies, in particular insurers, a process that will help them both shape risk exploit risk for their enterprises.

Miccolis believes a firms first step to developing best strategies is to 'assess all risks in the current environment'. From here the risks are then classified into 'manageable' or 'strategic' risk factors. Strategic risk factors, unlike manageable risk factors, are addressed with a change in strategic direction.

Miccolis's article states that secondly, a company needs to 'develop a financial model that will be used in later steps to evaluate.. (these) strategies'. One problem Miccolis identifies is that some decisions may grow earnings but at the expense however, of capital return. Therefore strategies must be co-ordinated to minimise these trade-offs. In order to accomplish this, a firm must evaluate strategies in contrast to the identified risk environment. To accomplish this, a 'stochastic financial model is constructed'. This model is constructed by allocating each item on the financial statement to its operational and financial component. By doing this, all strategic risks modelled in the first stage, and their correlation are reflected in this stochastic model.

Miccolis goes on by separating the needs of both the policyholders (step ) and the owners/shareholders (step 4). Policyholders needs are focused on the 'determination of economic capital' where as the owners needs are focused on financial gains, stability, and growth. Miccolis believes these areas need different risk evaluations to maximise a firm's desired output. He also advises how insurance companies can calculate these risks to best effect.

The stochastic modelled in step could give thousands of possible combinations of strategies to evaluate, therefore, Miccolis suggests the use of 'mathematical optimisation technology'. This would speed up the process of strategy evaluation. In any case, 'the final evaluation and selection of the best combinations of strategies is accomplished through discussion by management… armed with the insight into the risks and values of each strategy'.

Refining the strategies is the last step for a business to implement the first stage of ERM. Mercolli says this is done by decomposing the prior analysis into root causes, which 'is done by turning uncertainty associated with a variable in the financial model 'on' or 'off''. By constantly applying this process and isolating the impact of each strategy, the firm can both refine its strategies and select the best ones.

Miccolis's analysis of ERM is well written for the use of financial service companies. After reviewing the article and putting it into practise, insurance managers can be confident of developing the best set of strategies to managing risk at the enterprise level and therefore increasing the enterprises value

Bibliography

Article 1

Morony, A. (18) Managing Risk in the Funds Management Sector. Web http//www.apra.gov.au/RePEc/RePEcDocs/Archive/conference_papers1/risk_funds_management_sector.pdf

Article

Miccolis, J. (Nov. 000) Enterprise Risk Management in the Financial Services Industry From Concept to Management Process. Web http//www.irmi.com/expert/articles/miccolis00.asp

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Benoit Mandelbrot

Benoit Mandelbrot was born in Warsaw, Poland on November 0th, 14 to a Lithuanian-Jewish family. Correctly sensing the geo-political turmoil forming, his family moved to France in 16, when Benoit was 11. His uncle Szolem Mandelbrot, who succeeded Hadamard as Professor of Mathematics at the Collège de France and a member of the elite "Bourbaki", took responsibility for Benoit's education. It was his uncle who in 145 introduced him to Gaston Maurice Julias 118 masterpiece, M moire sur lit ration des fonctions rationnelles, a 1 page treatise in which Julia, then 5 years old, described the set J(f) of those z in C for which the nth iterate f(z) stays bounded as n tends to infinity. Mandelbrot, however, disliked it, and it disregarded the work for some thirty years, until working with his own theories, he found his attention drawn to Julias paper again. As a child, Mandelbrot attended the Lyc e Rolin in Paris until the start of World War II, when his family moved to Tulle where he received no formal education. Even though he was never taught the alphabet, nor learned multiplication tables past the fives, Mandelbrot has attributed much of his success to his varied and unconventional education. As a bizarre side note, Mandelbrot claims to be unable to use a phonebook, to this day, due to not knowing the alphabet!

After World War II, Mandelbrot took the examinations for the Ecole Normale and Ecole Polytechnique, two prestigious French schools with no equivalent in American education. On his entrance exams, Mandelbrot could not do algebra very well, but still managed to receive the highest grade by, as he put it, translating the questions mentally into pictures. He soon entered the more prestigious Ecole Normale. It was at Normale that Mandelbrot first encountered Bourbaki Mathmatics, a standard set by fifty prestigious mathematicians who were working to produce a systematic mathematical method that stressed a separation of mathematics from other sciences; they shunned the use of geometry and shapes. Because of the assertions of this group, Mandelbrot fled Normale, transferring to Ecole Polytechnique within a few days. Mandelbrot received his diploma from Ecole Polytechnique, in 147, his Master of Science in Aeronautics from the California Institute of Technology in 148, and his Ph.D. in Mathematical Sciences from the University of Paris in 15. He worked at the Centre National de la RecherchScientific from 14 to 157. Around the same time he also worked as a professor of mathematics in Geneva between 155-157, and at LÉcole Politechnique in 157-158. However the Mathematics of his uncle's Bourbaki would eventually drive him away from home to pursue the developments of his gifts on his own terms. In 158 he moved to the United States and the shelter of IBMs research center in Yorktown Heights, New York. Working for IBM has proven to be a fruitful arrangement. Benoit has pursued is intellectual interests regardless of how "out of the way" the discipline was. Some of the areas he delved into include; linguistics, game theories, aeronautics, engineering, economics, physiology, geography, astronomy and of course physics. Eventually he became an expert in processes with unusual statistical properties and their geometric features, which would prove to be the basis for modern fractal geometry.

The turning point came with Mandelbrots article How long is the coast of Britain? published in Science magazine in 167. In it, he suggested that the Britains coastline does not have a determinable length. Instead, he postulated that its longitude is relative to the resolution of measurement or scale. This demonstration gave way to other analogous discussions and explanations regarding other mathematical figures, often referred to as pathological shapes. It opened a floodgate of mathematicians trying to understand some natural phenomena as rivers, clouds, plants, mountain ranges, galaxies, population growth, hurricanes, electronic noise and chaotic attractors. All of which share one unifying feature "their general patterns repeat in different scales within the same object." (Martinez)

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The term "Fractal," from the Latin root Fractus meaning fractured or broken off, came about in the 17o's to help to iterate the culmination of Mandelbrot's eclectic research The Mandelbrot Set.

z - z^ + c

It is a simple looking mathematic equation with implications that are as far-reaching and limitless as the nature of the set itself. It starts with a set of randomly generated points in a complex number plane then progressing them through the sequence zn+1 = zn + c. The number either tends towards infinity or ends up trapped within a commonly repeated orbit that is visible when millions of calculations are plaotted on a two dimmensional plane, such as a computer screen. These patterns are more than mere plotted formulae, they are recognizable formations that border on nature itself. Their complex base beauty speaks to our very soul. We are able to recognize a repeating notion within them that at first appears random, but upon closer examination shows a much more specific and exact repetition of self-similar iterations. The part resembles the whole, and the closer we examine the occurance, the more similarities we see with the original. At first these sets were simply regarded as a new field of advanced mathematics, but in very short order, Mandelbrot and others began applying the thories to the appearant imperfections of the real world. As Mandelbrot said Fractal geometry is not just a chapter of mathematics, but one that helps Everyman to see the same world differently. (fractalwisdom.com) Or as he said in his 18 book The Fractal Geometry of Nature Clouds are not spheres, mountains are not cones, coastlines are not circles, and bark is not smooth, nor does lightning travel in a straight line.

As one of the fathers of modern Chaos Theory, Mandelbrot is on par with Einstein for the advances he has made in the world of science and mathematics. Today he is a Sterling Professor of mathematics at Yale University. He is also the Abraham Robinson Professor of Mathematical Sciences and IBM Fellow Emeritus, at the IBM T. J. Watson Research Center. He also lectured at the Albert Einstein College of Medicine in Physiology, and the University of Paris-Sud in Mathematics, and many others. In 15, he served as Professeur de lAcad mie des Sciences de Ecole Polytechnique.

Some of the many awards, prizes and medals he has earned include the

Barnard Medal for Meritorious Service to Science (185), the Franklin Medal for Signal and Eminent Service in Science (186), the Alexander von Humboldt Prize (188), the Charles Proteus Steinmetz Medal (188), the Science for Art Prize (188), the Harvey Prize for Science and Technology (18), the Nevada Prize (11), the Wolf Prize for Physics (1), the Honda Prize (14), the M daille de Vermeil (16), the John Scott Award (1), the Lewis Fry Richardson Medal (1), the Medaglia della Prezidenza della Republica Italiana (1), and the William Procter Prize for Scientific Achievement (00), among other awards, diplomas, grants, decorations and honorary doctorates. Hes also a member of the American Academy of Arts and Sciences; the USA National Academy of Sciences; the European Academy of Arts, Sciences and Humanities; the IBM Academy of Technology, and the Norwegian Academy of Science and Letters. (Martinez)

Works Cited

Fractal Wisdom. "The Story of Benoit B. Mandelbrot and Fractal Chaos " Fractal Chaos (00) 7 May http//www.fractalwisdom.com/FractalWisdom/fractal.html.

GNU. "Mandelbrot Set" Wikipediea (00) 7 May http//www.wikipedia.org/wiki/-Mandelbrot_set.

Exploritorium. "Benoit Mandelbrot " Complexicon (00) 7 May http//www.exploratorium.edu/complexity/CompLexicon/mandelbrot.html.

Mandelbrot, Benoit. The Fractal Geometry of Nature New York W.H. Freeman, 18.

Mandelbrot, Benoit. Fractals Form, Chance and Dimension New York W.H. Freeman, 177.

Martinez, Juan Luis. "Benoit Mandelbrot " Third Apex to Fractovia (00) 7 May http//www.fractovia.org/people/mandelbrot.html.

Newschool.edu. "Benoit Mandelbrot " The History of Economic Thought Website (00) 7 May http//cepa.newschool.edu/het/profiles/mandelb.htm.

Stetson University. "Benoit Mandelbrot " Periodic Table (00) 7 May http//www.stetson.edu/~efriedma/periodictable/html/Mt.html.

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If you order your cheap custom paper from our custom writing service you will receive a perfectly written assignment on The effects of emotions on customer satisfaction. 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 The effects of emotions on customer satisfaction paper right on time.

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Its has been noted that emotions are present in the pre-purchase, purchase and post-purchase phase of all interactions. The post-purchase phase actually serves as input for the next pre-purchase phase. This actually makes all interactions a continuous cycle (Liljander and Strandvik, 16) thereby making every interaction equally important. It is the employees' job to insure that the customers' experience is a positive one. This positive experience will influence their overall level of satisfaction, generating customer loyalty and ultimately greater profits. The studies examined utilized different study methods in-order to determine how customers' emotions affect their level of satisfaction before, during, and after any service encounter.

A quote from Pughs' study (001) sums up the attitudes that employees in any customer service oriented job should uphold, "A professional acts as they must, not as they feel". The employee should act "as they should" happy, empathic, and sincere. The only problem is that sometimes it is not only the employee that should act accordingly- sometimes the customer needs to be reminded of this premise. Twenty-five percent of the studies critiqued developed the notion that perhaps there are emotional profiles and that we as employees need to have a better understanding of this concept. Dubeand Morgan (16) found that there are individual variations in sensation seeking or affect intensity. This may influence one's processing strategies, either positively or negatively. Dubeand Morgan (16) found that even women and men process satisfaction differently. They discovered that women's judgements were predominately influenced by their first-day negative emotions; where as the men's level of satisfaction was dependent on their first-day positive emotions. The question arose whether there are emotional patterns or profiles with certain consumer groups relating to consumer satisfaction (Liljander and Strandvik, 16). The data from the above study proves this theory has some merit and should be studied further.

The second idea, which was discussed among 6% of the empirical studies, is the notion that the customers perceived impressions could ultimately alter their emotions during the service. Liljander and Strandvik (16) suggest that perceived positive and negative emotions are affected by the attributes made by the customer. This can become a problem if they are expecting poor service. Negative emotions that accompany the customers can only make the employees' job tougher. It is the employees' job to give great service so that the customer leaves happy and returns. A happy customer generates more profit!

The first step to having a successful relationship is providing the customers with great service. The second step is to try to ensure that emotions displayed and encountered by both parties are positive and helpful. Eighty-eight percent of the studies focused on the emotions experienced during the service. Customers that reported to be more at ease and calm during the service rated the overall quality higher than those who reported emotions that were consistent with agitation and anger (Tansik and Routhieaux, 17). The experience is usually attributed to the establishment and this includes the employees. Machleit and Mantel (1) and Westbrook and Oliver (11) found that the emotions experience during the shopping episode lead to a variety of responses such as spending levels, and word of mouth. This is important when the emotions experienced are negative. It has been noted that only strong negative emotions effect satisfaction (Liljander and Strandvik, 16). When companies have a negative emotion attached to its image, it will fail.

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The employee is the key to having a successful interaction. Menon and Dube(000) discussed the fact that customers believed that the salesperson's behavior is an important fact in controlling their emotions. Emotions can be either intentional or unintentional reactions (Liljander and Strandvik, 16). If the employee can control his/her emotions and make the encounter a positive experience then the customer will leave happy. This is considered emotional labor. This added job can create stress in the employee and research has suggested that it is hard to fake emotions for long periods of time. These emotions will eventually be revealed via facial cues and vocal expressions (Pugh, 001). Pugh noted in his investigation that emotional labor requires the worker to produce an emotional state in another person. One would hope that this emotional state would be a positive one because expressions of anger threaten the individual and can consequently fosters anger in others (Menon and Dube , 000). This means that the customer can effect the employee and the employee can effect the customer allowing for a corresponding change in their emotional state. Even though employee contribution to the situation seems to be the most influential element in producing a happy customer, only 8% of the studies touched on this subject. Seventy five percent of the research concentrated more on the level of post-satisfaction related to emotions then on how to control the situation via the employees.

Keeping emotions positive during the service will lead to positive satisfaction after the service. Satisfaction has been noted to be a post-purchase evaluative judgement (Westbrook and Oliver, 11). You cannot change the level of satisfaction after the emotional experience. This is why more studies need to utilize their resources on how to insure that the process during the interaction is a positive experience. Consumers are three times more likely to blame the service provider when the outcome is a failure. Usually the consumer considers the affair to be negative if they did not receive what was expected. This leads us to the provider gaps-especially gap . If the organization can train their people properly on how to deal with the range of emotions that a customer and employee can produce, then this gap could be closed. Having high post-purchase satisfaction leads to an advantageous pre-purchase situation, which frequently precipitates a future purchase.

The display of emotions has shown to be an important factor in impacting the customer. The outcome of this interaction is the key to any financial consequence good or bad (Pugh, 001). The organizations' profits are the bottom line. The service profit chain suggests there is a link between the employee's attitude, customer satisfaction and profits. Pugh's research shows that there is little proof to this statement, but looking at the Customer Satisfaction and Emotions' matrix proves otherwise.

IMPLICATIONS FOR MANAGERS

The results of the studies give some guidelines for managers to use in-order to insure customer satisfaction.

1. Train employees on how to deal with their emotions

. Train employees on how to deal with the customers

emotions

. Train customers on acceptable behavior in the

Establishment

If the management team can successfully implement these three golden rules then any gap, between what the customer expects and receives before, during and after the service encounter, will be closed. Emotions play an important part in the overall success of every experience, and ultimately leads to PROFIT.

References

Dube , L., Morgan, M. S. (16). Trend Effects and Gender Differences in Retrospective Judgements of Consumption Emotions. Journal of Consumer Research, 8(), 156-61.

Liljander, V., Strandvik, T. (16). Emotions in Service Satisfaction. International Journal of Service Industry Management, 8(), 148-16.

Machleit, K. A., Mantel, S. P. (001). Emotional Response and Shopping Satisfaction Moderating Effects of Shopper Attributions. Journal of Business Research, 54, 7-106.

Menon, K., Dube , L. (000). Ensuring Greater Satisfaction by Engineering Salesperson Response to Customer Emotions. Journal of Retailing, 76(), 85-07

Pugh, S. D. (001). Service With A Smile emotional contagion in the service encounter. Academy of Management Journal. 44(5), 1018-107.

Tansik, D., A., Routhieaux, R. (1). Customer Stress-Relaxation The Impact of Music In a Hospital Waiting Room. International Journal of Service Industry Management, 10(1), 68-81.

Westbrook, R.A., Oliver, R. L. (11). The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18, 84-1.

Please note that this sample paper on The effects of emotions on customer satisfaction 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 The effects of emotions on customer satisfaction, we are here to assist you. Your cheap college papers on The effects of emotions on customer satisfaction will be written from scratch, so you do not have to worry about its originality.

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Monika Mezyk

In Ann Radcliffes The Italian, the very first thing that we see

described is a veiled woman

It was in the church of San Lorenzo at Naples, in the year 1758, that

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Vincentio di Vivaldi first saw Ellena di Rosalba. The sweetness and fine

expression of her voice attracted his attention to her figure, which had a

distinguished air of delicacy and grace; but her face was concealed in her

veil. So much was he fascinated by the voice, that a most painful curiosity

was excited as to her countenance, which he fancied must express all the

sensibility of character that the modulation of her tones indicated (5).

Even without knowing anything about Gothic elements, this indicates very

clearly what the quality and tone of the book are going to be like.

Vivaldis pursuit of the veiled woman is a signal that his is the pursuit of

the mysterious, with the certainty that it will be beautiful. This certainly

does seem to be a great fascination in the novel; it is a component and

often a catalyst for that anxiety which runs throughout.

It is this anxiety which causes the heightening of our emotions; our

emotions are heightened as we watch the characters pursuit of the

mysterious; and our curiosity is excited more and more until we are nearly

begging for its gratification. But Radcliffe heightens our emotions without

satisfying our curiosity, or at least not enough. For example, the very

first chapter establishes a sense of mystery about the assassin in the

Church. The Englishman inquires as much for himself as for us about the

assassin. His concern and state of shock invoke our own inquiry into this

odd circumstance and then his Italian friend tells him a mystery without

actually telling him anything

He [the assassin] sought sanctuary here, replied the friar; within these

walls he may not be hurt().

He makes it clear that there is a story here but that it is long and

suspenseful, maybe shocking

It is much too long to be related now; that would occupy a week; I have it

in writing, and will send you the volume ().

What it is exactly, or what the tale is going to be is only hinted at in a

very curiosity invoking way as if it is a secret.

Instead of the Englishman and his Italian friend going down to the

street cafand relating the story, the Italian friend says that he will

send him something written the following day and then the passage stops. We

are tempted, as is the Englishman, by these curious circumstances and yet

nothing is revealed to us other that the implication that soon all will be

revealed (after a couple hundred pages). What Radcliffe does is that she

creates our sensation of terror; she suspends our disbelief that much

longer, building our curiosity and our need to know to a brilliant height

and then-nothing the story takes a different turn and gratification is

postponed while our expectation and anticipation is increased.

This happens in the very beginning passage in which Radcliffe

starts The Italian by providing just enough information to suck us into

her tale and, then, just as we expect pay off, she postpones it a little

further while providing just enough information to keep us intrigued. And,

before we know it, we, the reader, are entangled in her Gothic quicksand and

greedily reading in search of the secrets she buries before our eyes. When

Vivaldi rushes into the Villa after the mysterious cloaked figure that has

escaped him, he emerges pale we know something has happened and await his

tale but he tells us nothing, he refuses to say anything and, thus, we are

left suspended in the wake of mystery. Another example when we are suspended

in the wake of mystery occurs when Vivaldi and Paolo are in the dungeon

imagining the garments lying on the floor to be moving. We do not find out

whether or not these garments belong to someone murdered until the end of

the novel; so this incident leaves us in a state of suspense

It moves! exclaimed Paolo; I see it move! as he said which, he started

to the opposite side of the chamber. Vivaldi stepped a few paces back, and

as quickly returned; when, determined to know the event at once, he raised

the point of his sword, and perceived, beneath, other remains of dress,

heaped high together, while even the floor below was stained with gore (77).

This leads me to speak of imagination, which is such a huge part in

telling the story. There is such an enormous emphasis on perceptions, belief

and feelings. It seems that everything that happens is filtered through the

lens of one of the various characters. There is a constant projection of

their thoughts into what is happening

As they passed, Paolo observed, that the walls were stained with what

appeared to be blood… (74).

It did not necessarily have to be blood, but we see it through Paolos

perceptions, which leads us to the most sordid conclusion. Immediately after

this, they see a figure standing in the shadows which disappears by the time

they arrive; Vivaldi and Paolo conclude that it must have been an evil

spirit to haunt them.

Although it can be argued that is the sense of the impending danger

that gives the book its impetus, it is more probable that it is the

perception of the impending danger, of the gruesome, of the revealing that

which is dark, which is the impetus. That is a significant difference. By

doing this, Radcliffe wants to make sure that we are in sync with the

characters thought by thought and breath by breath. A cloudy sky cannot just

be shown as a cloudy sky, which would seem depressing to some or not

important to others; it has to take the perception and imagination of

Vivaldi to make it foreboding. It is also significant that Radcliffe

purposefully constructs characters of a susceptible nature, characters that

are easily swayed by appearances and not facts.

By creating the character of Vivaldi, it seems that Radcliffe has

created a character that is more susceptible than the average person to the

sublime and the gothic. He calls the strange monk super-human on

numerous occasions, overly excited to prove himself correct. The narrator

even says as much, hinting that after all the trouble Vivaldi put himself

through to discover the identity of the monk, a simple, rational explanation

would be disappointing. It seems as if Vivaldi is searching for trouble, in

a sense, and he does not shy away from dangers. It also seems that he enjoys

the clandestine nightly excursions to the arch where the strange monk

appears.

To Ellena, just like to Vivaldi, a simple rational explanation

would also be disappointing. In volume , when Ellena is taken to Spalatro

and locked in her room overnight, she begins to suspect an attempt on her

life. In the darkness, she imagines moving shadows and creaking floors, yet

she is unable to confirm her fears. Instead of using her common sense by

thinking that if they really wanted to her dead, they would have killed her

before she reached the cabin, she prefers the non-rational explanation of

Spalatro trying to assassinate her. Like to Vivaldi, to Ellena just a

rational explanation would be disappointing and, to us, the audience, such a

rational explanation would decrease our sensation of terror instead of

increasing it, which would, in turn, be disappointing to our expectations.

Ellenas fears certainly do not seem to be based on evidence. Even

when Spalatro brought her the meal, I was not sure if Ellenas fears were

justified. It seemed that Ellena was looking for someone to assassinate her,

so anything she saw would be a part of that conspiracy; everything Spalatro

did would be suspect and it was. Her susceptible nature often led her into

the suspicion out of which the novels Gothic tone is constructed; just like

Vivaldis and Paolos susceptible natures lead them to jump to most

horrifying conclusions earlier in the novel.

When talking about perceptions, it is impossible to omit the

distinction between the real and unreal in The Italian. The strand of

reality, interwoven with fantasy, seems to be a driving force in the plot.

In the episode involving Ellena, her suspicions are confirmed; her fantasy

becomes confirmed as reality as her fears about Spalatros intentions are

confirmed (although not until the end). Of notice is also Vivaldis constant

desire to solidify his fantasy (getting married) with Ellena; as if the real

thing will finally restrict the fearful possibilities into a single reality.

Yet it is this reality from which Vivaldi derives his fearful fantasies. It

is this drama between what is real and unreal that gives the novel its

impetus. For example, when Marchesa is speaking to Schedoni, they are both

thinking of murder, but both refuse to say it, as if doing so would make

it more real than merely thinking about it.

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