Children With High Functioning Autism Spectrum Disorder

III. Efficacy of an Intervention to Enhance Reading Comprehension of Students With High-Functioning Autism Spectrum Disorder Citation Roux, C., Dion, E., Barrette, A., Dupà ©rà ©, V., Fuchs, D. (2015). Efficacy of an Intervention to Enhance Reading Comprehension of Students With High-Functioning Autism Spectrum Disorder. Remedial Special Education, 36(3), 131-142. doi: 10.1177/0741932514533998 Authority of Source Catherine Roux and Eric Dion have both earned a PhD and Anne Barrette earned a Bachelor of Science from Università © du Quà ©bec à   Montrà ©al, Canada. Và ©ronique Dupà ©rà © has a PhD from University de Montrà ©al, Quebec, Canada. Douglas Fuchs earned a PhD from Vanderbilt University in Nashville, TN. Summary The number of students with high-functioning autism spectrum disorder (ASD) is growing, but they do not qualify for special education because they do not meet the criteria for intellectual disability. Thus, they are learning in the context of the regular education classroom where content is often learned by reading from texts. However, because of their having ASD, regardless of the fact that they are high-functioning, it is difficult for them to understand what they have read. Furthermore, well-known research-based interventions for students with high-functioning ASD have focused on basic verbal communication and reading skills. While these skills are important, more advanced cognitive skills are necessary to gain comprehension. â€Å"The central coherence theoryShow MoreRelatedMason was not unlike many children in that according to the most recent Center for Disease Control800 Words   |  4 PagesMason was not unlike many children in that according to the most recent Cent er for Disease Control (CDC) reports, one in every sixty-eight children is on the autism spectrum. This is a 30% increase from the findings reported two years ago of one in every eight-eight children. The current study also reports that the proportion of boys with autism (1 in 42) is significantly higher that girls (1 in 189) (10 Things to Know About New Autism Data. 2014). Changes in the DSM-V that incorporated AspergerRead MoreAutism Spectrum Disorder ( Asd ) And Autism1544 Words   |  7 PagesAUTISM SPECTRUM DISORDER â€Å"Autism spectrum disorder (ASD) and autism are both general terms for a group of complex disorders of brain development.† Those with autism may have a number of difficulties such as in social interactions, verbal and nonverbal communication, and repetitive behaviors. It is a severe neurodevelopmental disorder with impairments that have lifelong consequences. This paper will discuss how it is found in people, what the effects are, the levels of autism, and how you can helpRead MoreAutism-Aspergers Compare/Contrast859 Words   |  4 PagesSyndrome and Autism. There are six different kinds of Autism but in this paper I am going to talk about two of them. Aspergers Syndrome is a form of Autism, but they have their differences and similarities. Aspergers affects different areas then Autism. In my people i will discuss what those areas are. Even though these children have these disorders they can be intelligent in their own way, and in different areas. Autism is usually diagnosed before a child reaches kindergarten. Autism is confusingRead MoreAutism Spectrum Disorder ( Asd ) And Autism1569 Words   |  7 Pagesâ€Å"Autism spectrum disorder (ASD) and autism are both general terms for a group of complex disorders of brain development.† Those with autism may have a number of developmental difficulties such as problems with social interactions, verbal and nonverbal communication, and repetitive behaviors. It is a severe neurodevelopmental disorder with impairments that have lifelong consequences. 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We are not sure exactly where because we are still waiting to have all the testing completed, but I still have to communicate with him everyday. I will also use this information in my career as I would like to work in a pediatric setting. To better understand the children with this diagnosis I believe thatRead MoreAutism Spectrum Disorder ( Asd )885 Words   |  4 PagesBACKGROUND Autism spectrum disorder (ASD) is a condition that affects a group of complex disorders of brain development. Autism is a developmental disorder characterized by difficulties with social interactions, social communication and an unusually restricted range of behaviors and interest (David R. Simmons, 2009). It seems that autism is a new condition because most of research about this condition has occurred since the 1980. However, Autism has been around for a much longer time than that, peopleRead MoreAutism Spectrum Disorder And Autism1590 Words   |  7 PagesAutism Spectrum Disorder, more commonly known as Autism, is a prevalent developmental disorder that has grown to a major extent recently in the United States, UK, Japan and Europe as well (Landrigan 219). According to an article written in 2014 by Chris Bateman, 1 in every 50 children aged 6-17 in the United States are diagnosed with autism, compared to decades ago where it wasn’t nearly anywhere close to that (Bateman 1) . As autism continues to grow, it is important that we learn about the differentRead MoreHow Does Autism Start?954 Words   |  4 Pagesdoes autism start? Parents of two children are searching for treatments to help their autistic children who can t communicate their feels or needs. They have tried many therapies conventional or unconventional and all they want is to treat their children to live an independent life. Autism is a mysterious disorder for the great doctors who have found cure for many other mysterious diseases. Researchers don t know the cause each child to behave differently from others with the same disorder or howRead MoreAutism Is A Brain Based Disorder Essay1628 Words   |  7 PagesAutism is a brain based disorder that causes social-communication challenges. Autism is often diagnosed when children are very young. They can be diagnosed as early as 18 months according to the Autism Spectrum Disorder. Many expecting parents will prepare for a pregnancy by the usual healthy diet to make sure that they have a healthy baby, however, many children are still getting diagnosed with autism every day. There is a statistic sta ted on the Autism Spectrum Disorder that about 1 in every 68

Narrative Story - 1012 Words

Shabana Rahaman # of Words: 1016 Derek Brown # of Pages: 3 October 19th 2011 For the Love of Money It was just another long and boring day at work. There I was, shuffling three packs of fifty-two card decks. I did that for about ten minutes, and still no casino players showed up to my Black Jack table. I didn’t expect anything else; morning shifts were usually pretty dead. Eventually, people slowly started joining the game and before I knew it, it was 6 p.m. and Karisa was already waiting outside for me. Karisa and I were best friends for ten years since high school and we carpool every night since she works at the daycare centre†¦show more content†¦Leaving the casino that night, Karisa and I were upset we lost over five thousand dollars in chips. It was such an easy mission, but it was even easier to lose. Karisa and I were determined to do it again with no flaws, and we attempted to the following night. We couldn’t go back to the same casino, so we drove an hour up North. We executed the same plan, and headed to the washroom. We q uickly changed in separate stalls and when we came out, there they were, two female police cops. â€Å"Put you’re hands behind your back† the taller cop said to the both of us. We both shivered with freight as reality hit us. In my mind I thought what did I get myself into? This was definitely not worth it. She read us our rights and we were arrested that night. Our trial took place the following day. All I could think about was you. We both plead guilty and were sentenced to ten years imprisonment for theft over five thousand dollars. And to you, my son, I wrote you this letter so you know exactly what happened to your Mother. If I could go back to fix things, I would. I got caught up in revenge and money. I want to warn you of your actions because every action has a consequence. I hope you can learn from me and forgive me for what I put you through. 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This story by Ernst Hemingway portrays what seemed to be real love by the American solider and the European nurse however, turned out to be lust because of a lack of maturity, hegemony and quench for power. This short story will be analyzed through a narrative perspectiveRead MoreNarrative Modes Within Perfume: the Story of a Murderer819 Words   |  4 Pagesin Literature I Professor Murdock 25 April 2012 Narrative Modes Within Perfume: The Story of a Murderer In his novel Perfume: The Story of a Murderer, Patrick Sà ¼skind chooses third person narration to tell the story of Jean-Baptiste Grenouille. And though Grenouille is the character at which the story is based upon, we are also taken through the minds and actions of other characters through the unlimited knowledge of an omniscient narrative voice. 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Strategic Operational Management Modern Business World

Question: Describe about the Strategic Operational Management for Modern Business World. Answer: Introduction A growth in the modern business world has successfully gained the attention of organizations in terms of undergoing and adapting to the developing conditions. According to Brown, Bessant and Lamming (2013), as compared to business companies, online marketing firms greatly depend on the world and responsive strategies. One of the most important aspects that are emphasized by managers is the formation of highly effective policies. Further, administrators in an enterprise are greatly involved in monitoring the several factors and implementing strategy changes. For this particular project the famous retailing company Amazon Inc. has been taken into consideration. The report primarily focuses on a condition of strategic change. In additional to a general discussion on the topic, the external and internal analysis greatly contributes in towards the development of new strategies. Also, a SWOT table, action plan, timeline application and its implementation has also been included in the project. Further, a list of recommendation adds up as a positivity to the company`s undergoing alterations. Company Background According to Kantor and Streitfeld (2015), Amazon Inc. is based in Seattle, WA. It was one of the first companies that started to sell goods over the internet. It was founded in the year 1994 by Jeff Bezos, CEO of Amazon.com. The company was launched in the year 1995. At first, they started to sell books online and then with a recognition of the large market scopes moved onto dealing in several other commodities. With a highly efficient team and an ongoing business base, Amazon finally made it to the list of leaders in the year 2003. This company is now serving around 30 million customers across 150 countries. Although the company faced some problems in the year 2001 due to which around 1200 employees were reduced but with proper management everything came together that resulted in a total income of $64million in 2002 (Resca and Spagnoletti 2014). Figure: Growth of Amazon Inc. (Source: Amazon.com. 2016) Mission Statement Amazon.com Inc.s mission statement has pushed the company to become one of the largest organizations in the world. With a development in the sustainable world, the firm objects to serve the people with their desired products at a cheap price and also gain stability in the rapidly evolving market (Amazon.com. 2016). Company Stakeholders As stated by Slack (2015), the stakeholders of Amazon are considered to be the most important element by the managers. Depending on the presence and contribution towards the organization the wide list can be dived into two parts, internal and external. Further the most influential stakeholders are as follows: Internal Stakeholders External Stakeholders 1. Employees 2. Managers 3. Owners 1. Customers 2. Suppliers 3. Creditors 4. Shareholders 5. Government Table: Stakeholder Types (Source: Bozarth and Handfield 2016) Figure: Stakeholders in a Company (Source: David and David 2016) External Analysis In order to know more about the environmental factors, the managers perform a PESTEL analysis to check factors that directly or indirectly affect the company. Political Factors: The political aspects prevailing in a country greatly affects formation and functioning of strategies in Amazon. Further, a dominance of parties and government interference acts a threat to the company. On the contrary, stability in international relationships provides a large business scope. Economic Factors: Economical issues in a nation affect strategy development of Amazon. Concerning opportunities, wealth distribution, market mechanism solidity and economical stability the company is able to put into practice policies. Further, inflation rates, alteration in exchange rates and downfall of investments are a threat to the firm. Social Factors: Operating as an online marketing firm, managers tend to benefit from the arising scopes in the demographic and physiographic market segments (Heizer, Render and Munson 2016). Advancements in lifestyle, population growth and high demands for products prove to be fruitful for business. On the other hand, the cultural trends and fluctuations in the customer perspectives affect performance levels. Technological Factors: Advancements in technologies greatly benefit the company. Innovation of new mechanisms, automation and development in the technical factors evolve to be an opportunity for Amazon. On the contrary, high costing shifts and overthrow of the old processes add an extra cost to the final products. Environmental Factors: A change in the external and natural aspects of the society affects transportation of goods. Moreover, the climatic changes results in a delay of procurement and distribution. In terms of market scopes, the large diversification in distribution channels benefits the firm. Legal: Operating at the global level Amazon is greatly affected by the domestic and international lawful conduct. A rigid base of rules and regulations leads to a containment of shipping and supplying of goods. Further, organizing of safety and labor laws builds a firm taskforce. Figure: PESTLE Analysis (Source: David and David 2016) Internal Analysis The management of Amazon focuses on performing an internal analysis to be able to locate the strength and weaknesses in the organization. Strengths: High Investment Capability: Being a large and vastly spread company, Amazon is able to raise financial sources from all over the world. Moreover, the high ability of capital funding enables to firm to not only develop plans but also implement strategy changes (Agarwal and Braguinsky 2015). Highly Trained Management: With a well-organized team of employees and managers, the company is able to undergo changes at ease. Further, the effective leadership skills and efficiency of the management team facilitates a smooth flow of strategies in the firm. GLOCAL Policy: The plan of operating as a global firm and acting in a local sense is one of the most affecting factors that prove to be beneficial for Amazon. With a development of new strategies on recognition of changes the well-policy benefits the company. Simple Organizational Structure: The simple structure of organization contributes towards a smooth flow of information and also facilitates communication among the departments of the company. A positive relationship contributes towards coordination and hence results in a better formation and practice of strategies. Weakness: Poor IT Flow: A faulty and downfall in the IT factor of Amazon has resulted in wrong utilization of resources. Damage in long-term obligations has also affected the company over the years. Improper development and poor management of the IT system lead the company to a downfall situation (Grnig and Khn 2015). No Physical Existence: Being an online retail company, Amazon has absolute zero physical presence. Also carrying out every function over the net acts as a hindrance to the firm. Workplace Criticism: A condemnation of the workplace environment also affects functioning of the policies in the company. Moreover, the views and perspectives of the employees also play an important role in the application of strategies in accordance to the external changes and objectives of the firm. Excessive Stakeholder Interference: As opined by Cummings and Worley (2014), an increased number of ventures and capital rising from shareholders leads to the creation of too many perspectives. Interference by the stakeholders in fields of decision making is an unfruitful solution to the company. Figure: Organizational Structure (Source: Iqbal and Sharma 2012) SWOT Analysis Refer to Appendix (1) Strategy Implementation The following steps are focused by the managers of Amazon for implementing a reactive strategy: Capability assessment of the company: In order to maximize productive level and perform in a increased practical manner, managers of the company perform an internal and external analysis of the firm to learn about the impacting elements along with focusing on judging the capabilities for strategically implications. Recognition and recovery of lacking aspects: Supervisors greatly seek expert help in terms identifying the weakness of the firm and thereby apart from utilizing strengths implement several skill and profit oriented strategies in the business framework. Distribution of allocated resources according to the activities of the strategy: One of the most important steps taken by the managers of the company is to segregate activities and focus on economical distribution of available resources. The supervisors involve in a practical approach while distributing resources. Creating supportive plans for the newly developed strategies: The management recognizes the need for a support and backup policy for a fruitful strategy implementation. Backups plan a important role in deciding the success of the developed strategy. Abide by a trial and error method before announcing completion of implementation process: In order to evaluate the fruitfulness of a particular strategy and its affect on a distinct segment, the supervisors check its effect on by applying the strategy on a trial basis for a particular time period. Once recognized as a factor of benefit, the strategy is examined and check ready for use. Delegating authorities among the management: Furthermore, assigning of jobs and developing authorities among the taskforce depending upon their business knowledge among the company as a whole acts a positive effect. Develop a sense of responsibility among the taskforce: T o facilitate smooth functioning of the taskforce and cooperation for working towards achievement of objectives greatly depends on the sense of responsibly among each member of the company. Maximizing leadership skills: Leadership skills of managers play an important role in affecting decision making in the company. The participative and transformational conduct of the management greatly impacts and contributes towards tragic implementation. Employing a parent body to monitor the practice of the new strategies: With a rapid expansion of Amazon in the world, strengths have increasing affected growth. In addition to delegating authorities, managers tend to build up a body of professional to check and monitors practicing of the new strategies. Ensure a periodical check on the implement policies in every part of the firm: The expert tem checks implementation and performance of the policies in the company. Strategy Priorities Prioritizing elements in strategy implantation enables a firm to operate in an efficient and on a distinct path of achieving goals. The most important priorities of a policy are: Maximize sales revenue Facilitate organizational development Ensure teamwork among the three levels of management Stabilize product and price relationship Lastly, to create sustainability in business and also contribute towards the society. Action Plan Objectives Strategy Activities Expected Outcomes Person Responsible Maximize Sales Ensure website trending and secure promotional policies Managers promote the company website to increase sales and also further bring undertake several high quality advertisement strategies. Increased in Sales and profit generation Top level management and creativity department Reduce Product Costs Implement cost-effective strategies The supervisors study the market and also check on prices of substitute goods to facilitate lower pricing of goods Lowering of prices would effect in development of brand values and increase sales Financial department Increase Sustainability Focus on a practice of environment friendly and sustainable policy The taskforce focus on implementing ecological and society benefitting methods. Development in the sustainable value of Amazon Production and Distribution managers Table: Action Plan (Source: As created by author) Recommendation for Improvement: Analyzing the upcoming changes in Amazon, there are a number of suggestions that can be made. The following recommendations will prove to be a factor of benefit for the company: In order to survive in developed countries among the tough competition, Amazon needs to work in collaboration with dominant firms. It is suggested that the firm organize training and development programs for the employees. In terms of implementing a new strategy, the managers need to work in accordance to market experts. Concerning the monetary factor, it is greatly recommended that the supervisors collect information from the revised budget and also abide by it. Conclusion Analyzing the several aspects of Amazon it can be inferred that the company`s development greatly depends on several fluctuating factors. There also exist several internal and external elements that prove to provide the firm with a vast range of strengths, weaknesses, threats and opportunities. Further, with a change in the strategies of the company it is can be seen that the managers work in cooperation with the employees to be able to implement the changes and also check on its practice. Moreover, responding to the fluctuations in a positive manner is considered to be an integral aspect of the organization. Scrutinizing the various topics in the report in can be concluded that with a proper and systematic approach, Amazon Inc. can establish a large scale market and also evolve to be among the list of global leaders. References Agarwal, R. and Braguinsky, S., 2015. Industry evolution and entrepreneurship: Steven Klepper's contributions to industrial organization, strategy, technological change, and entrepreneurship.Strategic Entrepreneurship Journal,9(4), pp.380-397. Amazon.com. (2016).Sustainability-Amazon Products, Business and Initiatives. [online] Available at: https://www.amazon.com/p/feature/o2jsogtxrzhkobv?ref_=aa_bx_3pf_rd_r=HPZQ2B9K5J6JVMFDBDA6pf_rd_p=3425aa17-1f7b-4eba-a028-3c2cc42783b7 [Accessed 24 Oct. 2016]. Bozarth, C.B. and Handfield, R.B., 2016.Introduction to operations and supply chain management. Pearson Higher Ed. Brown, S., Bessant, J.R. and Lamming, R., 2013.Strategic operations management. Routledge. Cummings, T.G. and Worley, C.G., 2014.Organization development and change. Cengage learning. David, F. and David, F.R., 2016. Strategic Management: A Competitive Advantage Approach, Concepts and Cases. Grnig, R. and Khn, R., 2015. Global Environmental Analysis. InThe Strategy Planning Process(pp. 89-96). Springer Berlin Heidelberg. Heizer, J., Render, B. and Munson, C., 2016.Principles of operations management: sustainability and supply chain management. Pearson Higher Ed. Iqbal, S. and Sharma, R.R.K., 2012. A STUDY OF ORGANIZATION STRATEGIES, STRUCTURES, CULTURE DIMENSIONS AND MANAGEMENT CONTROL SYSTEMS OF VARIOUS RETAIL FORMATS.Journal of International Business Strategy,12(1). Kantor, J. and Streitfeld, D., 2015. Inside Amazon: Wrestling big ideas in a bruising workplace.The New York Times,15. Resca, A. and Spagnoletti, P., 2014. Business Development Through Digital Transformation: The Evolution of Amazon. Com. InInformation Systems, Management, Organization and Control(pp. 163-177). Springer International Publishing. Slack, N., 2015.Operations strategy. John Wiley Sons, Ltd.

Shangri La Hotels Investment Holding Company Tourism Essay Essay Example

Shangri La Hotels Investment Holding Company Tourism Essay Essay Introduction Shangri-La Hotels ( M ) Berhad is an investing keeping company and besides a populace limited company. This company was incorporated on June 29, 1971 and presently holding a sum of 2364 employees. Its central office is located at the Batu Ferringhi Beach, Penang. This company is engaged with the operations of services such as hotels and beach resorts, golf class and clubhouse, belongings direction and investing and commercial wash. The Company s sections has two sections, which include hotels, resorts and golf class, which is engaged in hotel, beach resort and gulf class concern ; investing belongingss, which includes lease from offices, shoplots and flat and lease of auto Parkss, and others, which include commercial wash services and investing retention. We will write a custom essay sample on Shangri La Hotels Investment Holding Company Tourism Essay specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Shangri La Hotels Investment Holding Company Tourism Essay specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Shangri La Hotels Investment Holding Company Tourism Essay specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Shangri-La Hotels ( M ) Berhad has many hotel subdivisions located at many different provinces and locations in Malaysia. Besides, clients may hold an infinite pick of luxury possibilities with Shangri-La Hotels as there are over 66 hotels located across the Earth. Most significantly, clients may happen themselves populating in a concealed Eden one time they chose to remain in Shangri-La Hotel. They can experience relaxed in the epicurean guestrooms, featherbeding themselves in a 5 star rated hotels with all the supreme services and installations. As of December 31, 2010, Shangri-La Hotel ( M ) Berhad hotel had its belongingss included Rasa Sayang Resort A ; Spa, Shangri-La Hotel Kuala Lumpur, Traders Hotel Penang, Golden Sands Resort, Palm Beach Resort and Rasa Ria Resort. However, its subordinates include Shangri-La Hotel ( KL ) Sdn Bhd, Komtar Hotel Sdn Bhd, Golden Sands Beach Resort Sdn Bhd, UBN Holdings Sdn Bhd, UBN Tower Sdn Bhd, Pantai Emas Sdn Bhd, Madarac Corporation and Wisegain Sdn Bhd. A The chief activities of the Company are investing retention and the operation of a beach resort, viz. Rasa Sayang Resort. In Malaysia, Shangri-La Hotels ( M ) Berhad owns the 29-storey, 720rooms Shangri-La Hotel Kuala Lumpur. On the other manus, it besides owns the Golden Sands Hotel, Komtar Hotel and Palm Beach Hotel in the island province of Penang. Shangri-La hotels ever differentiate their service to fit with client s gustatory sensation and demand. Company Background The company was incorporated in Malaysia on 29 June 1971 under the Companies Act, 1965. The company was limited by portions with the registered name Taman Developments Sdn Bhd. On 7 September 1974, the name was so changed to Rasa Sayang Beach Hotels ( Penang ) Sdn Bhd. The company was converted to public company on 23 February 1977 under the name of Rasa Sayang Beach Hotels ( Pg ) Berhad. On 1 September 1982, the company was listed on the Kuala Lumpur Stock Exchange ( KLSE ) . Yet, the company was delisted from KLSE on 21 December 1987 due to a general offer made by Perlis for the full issued portion capital of the Company and acquired more than 90 % of the issued portion capital of the company. On 2 January 1992, the company assumed its present name. The company had successfully merged with UBN Holdings Sdn Bhd which comprised the acquisition by the company from Kuok Brothers Sdn Bhd and Landmarks Berhad, the full issued portion capital of UBN Holdings Sdn Bhd on 21 September 1992. However, the company was re-listed on the KLSE on 1 December 1992 with the company undertook a bonus issue and later a public issue. Shangri-La Hotels ( M ) Berhad has its ain vision for accomplishing the ends to be the best hotel. Its vision is to be the first pick for our guest, co-workers, stockholders and concern spouses. Whereas Shangri-La hotels besides has its mission at all the clip which is to delight our invitees every clip by making prosecuting experiences directly from our Black Marias . The company is runing based on the undermentioned rules: Guaranting leading thrusts for consequences. Making guest trueness a cardinal driver of the concern. Enabling decision-making at the guest contact point. Making an environment where co-workers may accomplish their personal calling ends. Showing honestness, attention and unity in all relationships. Guaranting policies and procedures are guest and co-worker friendly. On top of that, Shangri-La hotels ( M ) Berhad is runing under all professional individuals in order to do Shangri-La hotels to be the top hotel in the universe. Board of managers include: Tan sri A. Razak bin Ramli ( Chairman ) Kuok Oon Kwong ( Managing Director ) Datin Rozina Mohd Amin ( Executive Director ) Dato Haris Onn bin Hussein ( Independent Non-Executive Director ) Dato Seri Ismail Farouk Abdullah ( Independent Non-Executive Director ) Datuk Supperamaniam a/l Manickam ( Independent Non-Executive Director ) Dato Dr Tan Tat Wai ( Independent Non-Executive Director ) Tan Yew Jin Dato Khoo Eng Min Ravinder Singh Grewal Sarbjit S Joseph Patrick Stevens ( Alternate Director to Ravinder Singh Grewal Sarbjit S ) Business What is the basic demand of a hotel in order to fulfill clients? Hotel is fundamentally belongs to service industry which largely provide adjustment services to people for a comfy stay. Service is really of import to a hotel as it will convey to client satisfaction and client trueness. Shangri-la Hotels ( M ) Berhad are decidedly the best hotel which provides high criterions of services to clients as it had awarded Best Business Hotel Brand in Asia Pacific by the Business Traveller 2012. Under Shangri-La Hotels ( M ) Berhad, it has presently 9 trade names of hotels in the service industry. It includes, Shangri-La Hotel Kuala Lumpur, Traders Hotel Kuala Lumpur, Shangri-La s Rasa Ria Resort Kota Kinabalu, Shangri-La s Tanjung Aru Resort and Spa Kota Kinabalu, Putrajaya Shangri-La, Traders Hotel Puteri Harbour Johor, Golden Sands Resort Penang, Shangri-La s Rasa Sayang Resort and Spa Penang and Traders Hotel Penang. Every hotel under Shangri-La Hotels ( M ) Berhad are making really good as largely hotels are ranked five stars hotel and have a really good repute among clients. Every hotel has its ain particular attractive forces such as Traders Hotel ever located in the metropolis which easier attach to the amusement. Whereas Shangri-La hotel offers fashionable and epicurean environment for clients. In order for a hotel to keep and better its concern, Shangri-la hotels ever push their services to a higher degree as services are the chief key to convey in more concerns. It s five-star repute ever keeping a first service at all the clip. Stylishly decorated, the epicurean guestrooms at Shangri-La hotel present big clear Windowss with beautiful metropolis positions. Memorable and satisfaction of every client became the important mission of Shangri-La hotel. Shangri-La hotel distinguish its suites harmonizing to clients penchant. Suites can be chosen in Deluxe room, Executive room, Horizon Executive room, Premier room and Executive Suite. Customers are able to take their suites to prefer a better environment and comfy stay in the hotel. There are assortments of services provided by Shangri-la Hotel in order to fulfill clients and conveying clients trueness to the concern. Facilities provided by Shangri-la Hotel are partly free of charge for clients to to the full use such as the installations of fittingness Centre, out-of-door swimming pool, tennis tribunals, steam room, sweat room, massage, aerobic exercises or dance studios and many more. The attractively landscaped outdoor swimming pool is the installation ever satisfied the clients as they are able to loosen up and bask the absorbing environment. The fittingness Centre is besides an of import installation for hotel as many people presents are traveling to fitness Centre every hebdomad. This had become a wont to them and the fittingness Centre is an of import topographic point for them to workout. In Shangri-La hotel, there have the installations of clinic to supply medical service for clients who in ailment. This will do clients convenient as they do non necessitate to travel clinic exterior and able to rest in the hotel after acquiring medical intervention. Shangri-La hotel besides provide handicapped installations for disableds such as disabled lavatory as to fulfill them although they are people with disablements. Customers are able to take non-smoking suites or smoke suites harmonizing to their penchant. Safe sedimentation box besides provided to allow clients safe maintaining their of import paperss or expensive goods. Parking installations and gentleman service are provided for clients who looking for a stay in the hotel. Servicess such as the complimentary shoeshine service is provided for clients who remaining in the hotel for a period of clip and looking for shoeshine service. Postal and courier service besides provided in order for clients to present paperss or bundles. Laundry service provided for clients who want to rinse their apparels. Those services are provided to easier clients as they are non necessary to looking those service outdoors. Child attention or baby sitting service besides provided in the hotel as some parents have some pressing things to make, they can looking for babysitting of their babes. A hotel can be occupied without few installations, but can non be occupied without eating houses and bars. Shangri-La hotel features the impressive choice of international, award winning eating houses, including the award-winning Restaurant Lafite, which serves the finest western culinary art. There are five amazing eating houses and two bars located inside the hotel. The broad choice of dining options makes Shangri-La hotel a best location for travelers who enjoy all right culinary art, and besides makes the hotel an first-class location for man of affairs to convene meetings and conferences. Not merely that, Shangri-La hotel provides free breakfast or drinks for clients at the cafe while they fixing suites for clients. This deduction done by Shangri-La hotel is to concern the coveted outlook of clients and seek to fulfill clients by transcending client s sensed outlook. Shangri-La hotel besides provides 24-hour room service which clients are able to bespeak dishes or drinks with a merely phone call. 24-hour room service is best required by man of affairs who went out for concern meeting and came back late dark. It will fulfill them with a delightful repast and the fast bringing. Few stores are located inside the hotels such as the foreign exchange counter and gift store. Foreigners are able to interchange their currency in the hotel and tourers can buy gifts in the store. As now engineering became more of import, Wi-Fi is the best tool for tourers and man of affairs. Free Wi-Fi entree is provided for every room invitees in order for them to entree to the cyberspace. Shangri-La besides provides travel and transit service for clients. Airport connexion is one of the service included, invitees can take to make hotel by hotel limousine pick-up, express train or cab. This normally is made for aliens and tourers. Hotel limousine pick-up can be chosen with different types of autos. Car rental service and travel bureau besides provide for clients in order for them to see any topographic points nearby the hotel. This services provided for clients so they do non necessitate to look at exterior of the hotel and can be avoid scamming. Many concern comfortss are offered to businessman such as the meeting suites, adhering service, optical maser printing, scanning and photocopying services in order for them to fix of import paperss in their trip. Prompt and fast check-in and check-out service besides attract clients as they do nt hold to wait for so long with the service procedure. Helpful and cheerful receptionists are besides type of service that the hotel provided for clients. Receptionists and client service can assist the clients to work out jobs such as the alterations of suites or manage ailment. Outstanding staff will fulfill clients as they provide great and fantastic service for them. Hotel employees with smiling and cheerful expression will do the clients feel happy and satisfied in footings of cordial reception service. By harmonizing to the feedback received on-line, Shangri-La hotel can said to be the highest positive feedback received by the clients. Most clients are satisfied and happy with the services provided by the hotel. Satisfied clients will advance and urge to others with the great services they received at the hotel. Positive word of oral cavity can better the repute of the hotel and this enable the hotel to pull more clients. Customers satisfactions ever brings Shangri-La hotel the attempt to make better and it leads to clients trueness where clients will come back to see the hotel following clip. Shangri-La hotel ever maintain a high criterion of services as they believe service is the important regulations of a successful hotel. This is how Shangri-La Hotels ( M ) Berhad do concern in a to the full competitory environment and yet did so good in the service industry. SWOT Analysis A company s prosperity ever depends on the scheme that the company used to better its concern. SWOT analysis is one of tools that most companies like to utilize to find the company s strengths, failings, chances and menace. Hotel industry such as Shangri-La hotels ( M ) Berhad besides need SWOT analysis to utilize as a usher for the concern and distinguish between today state of affairs and future state of affairs. SWOT analysis will be really effectual and utile for Shangri-La hotels ( M ) Berhad to better its strengths and chances and yet minimise the failings and menaces. Strengths, which are the good facets of the organisation or the capablenesss of an organisation, which includes human competences, procedure capablenesss, fiscal resources, merchandises and services, client good will and trade name trueness. One of the strengths of Shangri-La hotels ( M ) Berhad is the trade name name. Brand is really of import for every concern as it helps to internationally recognized for its epicurean hotels and resorts. Shangri-La hotels ( M ) Berhad is said to be an aspirational trade name to the populace. Besides, the leading and direction accomplishments of Shangri-La hotels ( M ) Berhad is good known for its mulct and tuned direction that is capable plenty to run the whole corporation. It helps Shangri-La hotels provide great and first-class service for every client. Following, the high quality service of Shangri-La hotels ( M ) Berhad besides attract a big figure of repetition clients which form a trueness between them. In add-on, another strength of Shangri-La hotels is its five-star venture that won legion awards including the taking topographic point as the Top Asia Hotel in Malaysia, Best Luxury Hotel in Malaysia by the 2012 Trip Advisor Traveller s Choice Awards and World Luxury Hotel Award s Global Winner in the Best Luxury Business Hotel and Best City Hotel class 2011. These awards build up a branded image for Shangri-La hotels and repute in the hotel field. Not merely that, Shangri-La hotels ( M ) Berhad besides is the taking corporation on its line of nutrient expertness in assorted culinary art from eastern to western. Many clients visit Shangri-La hotels are largely due to the delightful and restful eating houses. Clean and tidy of the hotel suites are the chief ground of clients likes to see Shangri-La hotels as they ever satisfied with the environment. Failings, which deteriorate influences on the organisational success and growing. There are small of failings of Shangri-La hotels ( M ) Berhad as they ever minimize their failings and transform to their strengths. One of the failings is the inadequate of staff with makings as Shangri-La merely hires forces with skilled expertness and the draft for work force. This may impact the deficit of workers and act upon the public presentation of the hotel. Furthermore, the construct of Shangri-La is outdated and does non appeal to younger coevals. They instead go for hotels such as Hard Rock Hotel or G Hotel. Next, the care cost is excessively high to manage as Shangri-La s hotel and resort must be first-class to its quality for adjustment. This will increase the disbursals of Shangri-La hotels and therefore the monetary value of the hotel room will besides increase. Opportunities, that are presented by the environment within which our organisation operates. These arise when an organisation can take benefit of conditions in its environment to program and put to death schemes that enable it to go more profitable. As economic system of Malaysia had improve steadily presents and touristry sector is turning and hissing in the recent old ages doing the demand for hotels to increase significantly. Economy of the state will straight heighten the touristry sectors, therefore service industry such as hotel will be attractive. Besides, on-line market is one of the chances that helps the growing of Shangri-La hotels as it ranks No.1 in the Tripadvidor web site. Technology helps Shangri-La hotels to pull clients as it is sort of selling and publicity scheme. On the other manus, partnership with international air passages, KLIA, is one of the chances that more aliens will be able to see Asia. This in return increases the tenancy in hotels. Besides, as the steadily growing of economic system had increase the occupation chances in Malaysia and this will happen the deficiency of human resource. Therefore, the deficiency of human resource will promote exiles to come and work in Malaysia. These are the upper category people and normally require hotels for their pick of stay. Menaces, one of the menaces confronting by Shangri-La hotels ( M ) Berhad is the competition of the concern. Rival hotels are puting up their base in Asia and lower their monetary values doing it more competitory. Those rivals will act upon the gross revenues of Shangri-La hotels. Guesthouses will besides vie as they provide much lower rate and low-cost to all people. Low budget hotels are the rivals which offering lower costs of adjustment for clients to vie with Shangri-La hotels. In add-on, distributing virus such as SARS and H1N1 and robbery instances will deter people non go overseas and therefore affected the concern of Shangri-La hotels. SWOT analysis is one of the tools that are really of import and effectual for every concern to find the state of affairs of the concern and therefore doing betterment for it. Shangri-La hotels ( M ) Berhad will maintain supplying great service for clients after making SWOT analysis as understand the internal and external determiners of the concern. Selling Schemes ( 7 Ps ) A company s success is non merely depends on the effectivity and efficiency of the company s direction. It besides need to concentrate in selling which is the of import procedure of pass oning the merchandise or service with clients. Customers are of import as without clients, a company will non turn and success. In order to turn a company, clients satisfaction need to acquire into inside informations. Shangri-La hotel is a company which marketing its services to the clients. Therefore, Shangri-La hotel must has its selling schemes to accomplish the company s ends. Marketing schemes defined as the selling logic by which the concern unit hopes to accomplish its selling aims. Marketing scheme consists of specific schemes for mark markets, selling mix and selling outgo degree. Marketing mix is the most common scheme used by many company. Shangri-La hotel is one of the companies which implement marketing mix scheme. Marketing mix consists of 7Ps for developing an effectual selling scheme. It consists of merchandise, monetary value, people, procedure, publicity, topographic point and physical grounds. The first P Merchandise, normally defined in the capacity of goods or services. Merchandise can be differentiated with quality, design, assortment and characteristics. The merchandise of Shangri-La hotel is supplying services to clients alternatively of goods. Shangri-La hotel provides on-line client service for clients and clients can acquire to cognize the hotel with their web site provided. Accommodation service is the chief service a hotel provides for client. So, in order to fulfill client, types of suites are playing an of import function. There are five types of suites provided for clients harmonizing to their penchants. A hotel must ever fulfill client and construct a good relationship with client through service provided in order to acquire loyal client for the hotel and yet keeping a long term concern. Shangri-La hotel provides assortment of installations for convenience their client to bask the stay from the clip check-in until check-out. Facilities can be included sole room installations, hotel installations, dining and amusement, athletics and leisure for clients. Servicess with intangible are the helpful services provided by receptionists and the smiling face welcoming clients by the staff. The 2nd P Monetary value, is the sum of money for clients to pay for adjustment service in the hotel. Shangri-La hotel ever fixed the monetary value harmonizing to the types of suites chosen by client. Customers are able to do booking online as to convenient them for brand comparing and cognize the monetary value. Online booking normally will bespeak clients to take few options harmonizing to their picks and they can pay the entire sum of the room by utilizing recognition card. Besides, online engagement will convenient aliens as it provide currency convertor for them to change over into their currency. Pricing scheme utilizing by Shangri-La hotel is based on the service ordered by clients, so clients will be more satisfy with the service because the hotel provide service harmonizing to clients order. Discounts and allowances will be given by Shangri-La hotel in the off-peak seasons as to pull more clients to increase gross revenues. By giving price reductions in a particular room rate, clients can hold the opportunity to remain in the hotel with a comparatively lower monetary value and the hotel can construct the client trueness at the minute. Customers besides can do their payment with hard currency or card as to convenient clients and prevent fuss of clients. The 3rd P Peoples, relate to individuals who involve in the procedure of interaction. Peoples can be classified into mark clients and service forces by Shangri-La hotel. Target clients of Shangri-La hotel are largely from upper-class or those who posses higher fiscal ability. Shangri-La hotel is largely targeted clients of tourers and man of affairs. Tourists who come from abroad are willing to remain in a epicurean and expensive hotel as they are of higher fiscal group and likes with loosen uping life style. Besides tourers, man of affairs is another mark client who largely required to remain in a five star hotel as their disbursal will be paid by company. By taking a five star hotel by concern travellers, it will make a good image of the company he/she represented. Whereas the people of service forces involve in the interaction, Shangri-La hotel must enroll and hires employees with accomplishments and attitudes. Skills can be associate to the making, ability and competence. Attitudes are those behavior that every staff in the hotel must be acquired such as helpful, antiphonal and smiling. Shangri-La hotel has provided preparation programmes for all the hotel employees to do betterment. With accomplishments and attitudes, employees are able to fulfill clients in any issues and take them back to trueness. The 4th P Procedure, refers to the systems used to help the organisation in presenting the service. For illustration, when enter a hotel, you welcomed by staff with smilings, check-in service is fast, luggage is taken to room, have a great service from the eating house and installations, and eventually ended trip and luggage delivered to you. This is the procedure in Shangri-La hotel. Shangri-La hotel demonstrate procedure involve in presenting services. Fast check-in procedure is the key of first feeling of client as reserve will be served straight by the receptionist. Besides, when clients are in hungriness and order dishes through room service, a fast delivering procedure is adequate to fulfill clients. If clients want to do a ailment sing the non-working of air-conditional, the fast procedure of doing ailment and work out the job is really of import. Shangri-La hotel ever help clients to work out job as they care of clients. The 5th P Promotion, normally made to pull more clients to increase gross revenues. Shangri-La hotel normally have publicity and particular offer to construct long term relationship with loyal client. Shangri-La hotel is utilizing advertisement and online selling to do publicity. Ad can be regarded as the streamer and booklets of the hotel. Technology had become really of import presents as most people know how to surf cyberspace. Online selling is the tendency to advance Shangri-La hotel. Customers can book hotel suites at other web site such as booking.com and agoda.com. Those web sites are able for clients to go forth feedback sing their corsets. Positive feedback will successfully pull more clients to see the hotel. Furthermore, clients are able to pay less for more with particular offer and publicity made by Shangri-La hotel. Customers can bask delightful repasts at the eating house with the particular offer made in peculiar twenty-four hours such as Valentine s twenty-four hours. Positive word of oral cavity is one of the ways for publicity as satisfied clients will urge other clients to see the hotel. The 6th P Topographic point, where client can have the service. Shangri-La hotel is a first hotel as hotels are distributed all over the universe such as Malaysia, Hong Kong, Taiwan, China, Australia and etc. New hotels are built by harmonizing to the demand concatenation direction as the company knows what topographic points are demanded by people for a hotel. There are three Shangri-La hotels in Penang, two at Batu Feringgi and one located in Georgetown. Batu Feringgi Beach is one of the tourer attractive forces in Penang. Foreign travellers love to see the beach and this had made the popularity of Rasa Sayang Resort and Golden Sands Resort. Traders hotel is located in Georgetown where most of the man of affairs likes to see. Hotels located in the metropolis will be more preferred by travellers as they can travel see any topographic point nearby. Topographic points of the locations of Shangri-La hotel are fantastic and it has its ain specific environment. The 7th P Physical grounds refers to services in touchable. The most common physical grounds of Shangri-La hotel is the booklets which largely clients can requested at the counter. Business cards of receptionists or directors can be regarded as physical grounds as it can be used for following visits or recommendations. Customers can bask the beautiful and extraordinary designs of the out-of-door swimming pool as it is regarded as the physical grounds. When clients made payment of the hotel room, an bill of payment will be received by client. It belongs to physical grounds as shows that clients are able to bask the optimal degree of satisfaction of services. Service Issue Shangri La Hotel Berhad is a limited company that operates throughout Malaysia. Although Shangri-La Hotels ( M ) Berhad is making good in the service industry, there have some issues that need to be improved and overcome. One of the issue faced by Shangri La Hotel Berhad is the deficient work force to carry on the day-to-day operations. This is because Malaysia is confronting deficiency of workers and is importing workers from other foreign states. The nexus between work force and Shangri La Hotel Berhad is reasonably simple as work force is relative to productiveness. The more people are available to work, the faster undertakings can be completed or the more undertakings a company can take on. Conversely, a deficiency of equal work force prevents concerns from finishing undertakings. The deficiency of productiveness translates into a decrease in gross and net income, which in some instances means the concern ca nt remain operational. Hence if Shangri La do non manage this issue adequately, the efficient and effectivity of the company will be affected. The 2nd issue faced by Shangri La is the criterions of the hotel staff non on par. With the increasing challenges the hotel sector is confronting globally and the escalating demand for touristry merchandises and services, particularly in the emerging markets, there is pressing demand for participants in the part to offer high quality public presentation criterions to last. As stated, because of deficient workers, Shangri La has to engage foreign workers in order to equilibrate up the work force. Foreigners on the other manus are normally hired from 3rd universe states because of their low cost. This in return has taken toll on the overall public presentation of the company. Therefore, Shangri La should besides look into this affair. The 3rd issue is about the care handled by Shangri La. As celebrated Shangri La Hotel Berhad is engaged in the operation of hotels and beach resorts, a golf class and clubhouse, belongings direction and investing and commercial wash. In the field of golf classs and clubhouse, care is the topmost of import. Shangri La on the other manus is making merely average based on the reappraisals. Because Shangri La Hotel Berhad is a five star company, they should be able to better their care and achieve excellence. As stated, care is of import in the cordial reception trade as it reflects the service provided by Shangri La to their clients. Besides that, Shangri La besides engages in beach resorts, holding one in Batu Ferringhi and one at Sabah which is the more popular 1s. Based on the reappraisals of the hotels, Shangri La Hotel Berhad has received ailments on the deficiency of amusement provided on the beachfront which is besides one of the issue faced by Shangri La. The beach itself is already astonishing to bask. However, being viewed for their excellence, Shangri La Hotel Berhad should heighten a solution to that affair. Several reappraisals stated that there is nil for the people to make at the beach but buming about doing the stay deadening and unworthy. All these issues should be addressed by Shangri La Hotels Berhad as to keep their international criterions. If these service issues are solved, there is no uncertainty that Shangri La Hotels Berhad will accomplish excellence in their line of trade. Latest Venture / Business Plan Although Shangri-La hotels ( M ) Berhad already owns 66 hotels all over the universe and has long term clients, Shangri-La hotels ( M ) Berhad want to maintain expand and distinguish its concern in order to supply more service to the populace. This is besides a manner to acquire more income and seek to fulfill clients in a long tally. Recently, Shangri-La hotels ( M ) Berhad have some new concern program and latest venture for its concern. For illustration, they planned to hold some major redevelopment programme for certain resorts. For illustration, some redevelopment would be held in Rasa Ria Resort s Garden Wing guestrooms. When the redevelopment is to the full completed, those improved room merchandises will give the resort a stronger concern platform for the company s future growing and good to vie strongly in this competitory market place. They try to fulfill clients of their specific services provided which ca nt be found among rivals. This will take to a competitory advantage for them and clients will looking frontward for new venture and service provided by Shangri-La hotels ( M ) Berhad. Besides, Shangri-La Hotels ( M ) Berhad has planned to make more environment of luxury that surpasses the criterion menu for their locations. More services and installations will be implemented to the clients. They aimed to go the best pick in every capital around the universe by making a differentiated experience capitalising on personal service, historical nature of their edifice and besides its alone locations in the most attractive topographic points. A assortment of services and installations provided by hotel will pull many clients and make a good relationship with the clients. As we know that, a nice location of the hotel may assist much in its concern. This had brought them an thought about more hotel subdivisions are planned to construct in different alone locations in Malaysia so that offering those vacationists, whether it is local or aliens a epicurean retreat in true Malayan manner. Therefore, Shangri-La hotels ( M ) Berhad ever search for a good location to construct hotel because topographic point is really of import for hotel to pull clients. For illustration, hotel located in the metropolis will be more attractive comparison to hotel located outside the metropolis. In add-on, they have an thought on spread outing more about their exposure via Internet and presenting new services to clients in every of their locations. They believed that this will let them to keep a higher than mean tenancy rate and above mean net incomes as people presents are all surrounded by those high engineering appliances which allow them to seek for utile information merely within few seconds through the cyberspace. It is due to the engineering had keep improving presents and most people are utilizing smartphone and hi-tech device in their day-to-day life. By advancing online, public may cognize the being of every hotel and this will pull clients to see the hotel. Decision Service is really of import to a company particularly service industry like hotel. It is because hotel merely provides pure service for clients to bring forth income. In order for hotel to increase gross revenues in a long term, service provided by the hotel must be above par and excellent in the criterion. If a hotel has hapless service, clients will be given to avoid from remaining in such hotel. In other words, clients are seeking for a hotel which provides the best services for them. Shangri-La hotels non merely have five star reputes, but besides have a really first-class service provide for clients all the clip. Shangri-La hotels ( M ) Berhad is a really successful company that owns many hotels over the universe. Service selling is applied in most hotel based companies as people are more concerned about service than other factors presents. Customers expect 100 per centum from a hotel, even it is a no-star hotel. In fact, the growing of service sector has been considered as an declarative mood of a state s economic growing. Satisfaction and felicity of clients will take them back to trueness. By following selling schemes and mix, a company can do usage of the consumer demand and supply the most wanted merchandise and service to them. It can be done by carry oning study, market research or interviews with clients. By recognizing all the client demands, a company is able to make a full potency market based on everything which suits the feature of each client. It besides enable Shangri-La hotels to distinguish its service from other rivals as to acquire a competitory advantage amongst them. The advantages brought by service selling are legion. It assures the relationship between concern to consumer and concern to concern are good carried. Since services are intangible, clients will be given to depend on grade of trust while taking a service supplier. Besides, positive word of oral cavity will heighten the trust of clients to a company. Therefore, keeping a good repute and good services are of import to serve based industry. When the service provided does non fit the service wanted, concern turnover and gross revenues would be given to drop as consumers do non fulfill and turn their dorsums to other service suppliers. Last but non least, service selling possesses an of import function to all service based industry along the route to sequence. Selling schemes are widely applied to accomplish the company ends. When a company uses marketing schemes to run its concern, it helps to understand client s outlook and cut down the ingestion of clip to accomplish marks. Marketing thrusts concern forwards by supplying the market research, selling mix and service selling. Supplying premium client service to clients who demand high satisfaction will assist a concern to turn and make loyal clients. Recommendation Insufficient work force poses a job to the productiveness of Shangri-La Hotels ( M ) Berhad. What that can be done to get the better of this issue is to advance this line of work to the general populace. Shangri La should do the occupations interesting as to pull people to fall in. Ads and circulars should besides be put out so that the general populace would cognize about the occupation vacancy. Besides that, inducements such as fillips and wellness benefits should besides be given to the employees. This enterprise recognizes that work outing the work force deficit requires more than merely pulling new people into building occupations. It besides means maintaining good employees in the industry through instruction and calling development. By that, Shangri-La should besides supply upgrading categories to their employees in order to heighten their accomplishment in the cordial reception line. This method non merely solves the deficiency of work force but besides the deficiency of criterion of the employees. Shangri-La should implement all these as it kills two birds with one rock. Based on the deficiency of criterions of the Shangri-la Hotels Berhad staff, another method can be implemented to get the better of this issue. Shangri La should see engaging fresh alumnuss out from college. As the deficiency of work force arises, Shangri La should take the chance to engage the future coevals. Fresh alumnuss from the cordial reception line possesses far more cognition in the field compared to immigrants who have really small or none. Many will hold the experience of using academic cognition through work arrangements possibly whilst at a rival house such as Shangri-La Hotels ( M ) Berhad. Graduates besides learn more rapidly and supply more immediate fiscal returns. They are more enthusiastic and willing to take on challenges. Alumnuss understand and have the ability to accommodate to alter as they have get such subject in college. Lack of criterions may besides originate due to miss of motive to their work so Shangri La should put up motivational categories for their staff which in return will hike their morale and criterion of work. The 3rd issue faced by Shangri La is the care section. The deficiency of care comes from the deficiency of workers to make the occupations. Due to that, merely a smattering of employees are assigned to that section. Shangri-La Hotels ( M ) Berhad is besides a rapid turning corporation. This enlargement may get down to devour resources such as human and fiscal resources at the disbursal of the chief trade that have made Shangri-La successful. Hence, Shangri-La should outsource care that will let refocusing on those concern activities that are of import without giving quality of service. By making that, care can be done on a regular basis without interrupting the sum of work force available. This is because preventive care is an inherently sustainable activity. This will cut down the demand for new stuffs, which will in bend cut down processing and conveyance demands every bit good as cut downing waste and energy usage. The last issue faced by Shangri-La Hotels ( M ) Berhad is the deficiency of amusement on their chief attractive force which is their beach resorts. It is one of the most popular marks for international tourers. The state in Southeast Asia lures good over 20 million one-year visitants to remarkable finishs and a amount of them will decidedly see Shangri La. Malaysia beach resorts nevertheless, rank as some of the best on the planet. With that in head, the knowing experts behind Shangri La should set up assorted activities at the beach to do it more interesting for the visitants. For illustration, pyrotechnics should be done during gay seasons and competition such as dances should be held at the beach monthly. In other words, there are many things that can be done to do the stay at Shangri La resorts more interesting. These are all the recommendations that are provided to work out and get the better of the service issues that arises from Shangri-La Hotels ( M ) Berhad. If these stairss are taken, Shangri La Hotels Berhad will be considered the pick of the harvest in the concern. For such a large corporation, these issues are easy to decide and should be handled rapidly before other issues comes up.

Strategic Analysis of Orange UK The WritePass Journal

Strategic Analysis of Orange UK Chapter 1. Orange Mobile Service and its Context Strategic Analysis of Orange UK Chapter 1. Orange Mobile Service and its ContextKey elements in service deliveryDesigning the serviceImplementing the service:AssumptionsService from a customer’s viewpointSkills and knowledge a customer needNature of competition in the marketTerminals and end-user devicesChapter 2. The Service Supply ChainShared ResourceSoftware architecture and cloud-based configurationChapter 3. Governance StructuresQuality of serviceResponsible for ensuring the serviceSLAs between suppliers for offering this serviceTypes of variabilityAlternative ways to define/measure quality of serviceDealt with problemsProcesses/systems for dealing with faultsChapter 4. Service Management SystemsOrder takingProvision of service to a customerBillingFault managementChapter 5. Risks involved in launching Orange UK mobile serviceRisks during Orange UK design stage prior to its launchOrange’s on-going risks and the ways to be amelioratedChapter 6. Improvements to the ServiceImprove customer serviceImp rove quality of serviceMake change to servicePredict changesChapter 7. ReferenceRelated Chapter 1. Orange Mobile Service and its Context Orange Mobile service contains calling, messaging, information service, mobile entertainment, mobile email, mobile data service, etc. Key elements in service delivery Designing the service Ensuring that:   Customer needs are clearly identified Reasonable expectations are set Services are easy access, responsive, timely and reliable Where possible, some choice is provided for users Those delivering the service have appropriate skills Implementing the service: Ensuring that:   Service delivery is consistent regardless of where or by whom it is delivered Services are simple to understand and receive Services are cost effective Assessing achievement Ensuring that:   Quality of service is regularly reviewed Users have easy right of address for poor quality services There is a programme of continuous improvement Value of the service to customers The main value of Orange mobile service to customers is to provide calling and cost.   Orange provides not only general calling services as other communication companies, but there are also many different styles of calling service for consumers to choose. HD Voice is one of revolutionary technology Orange possesses. There will be a crystal clear HD Voice when customers making phone calls. It is a better, more natural experience, less background noise, taking any strain out of listening, no matter in the street or at the station. Orange also provides conference calling service, which can support talking to up to five people at the same. Definitely, if customers have 3G handsets and in the 3G area, they can also make video calls whenever they want. There are also several types of messaging service for orange users to choose. Orange can guarantee customers sending or receiving photo messages and video messages as fast as text messages. Customers can also use photo messaging to send pictures to their social networking pages. As above, orange provides UK customers a convenient and high quality mobile service. And customers can choose either â€Å"pay monthly† or â€Å"pay as you go† to obtain all the mobile service. No matter using 3G functional benefits or international communications, the price always accounts for a lower level when comparing with the other communication companies in this profession. Therefore, Orange provides a high value mobile service to customers in UK. Assumptions A reasonable assumption for Orange to segment customers is quite important. Customers with different ages, occupations and family status will have different needs and usage of the service. For young people, messaging and mobile data services are their main purpose. For businessman, their main uses are calling services. For overseas students, international calls will be an important part to contact with their family. Some people are mad about music. Some people are sports fans. Some people don’t use mobile phone so much. Orange classifies customers by their different status and demands. With these segmentations, Orange offers different bundling service packages to meet various requirements. Orange also names the different packages with the animals which are very interesting and attractive. Monkey: The customers are mad about music. They can get free tunes and texts on Monkey, plus news, competitions which Orange think customer will like, and offers straight to their phone. Dolphin: The customers love to socialize. They can text, poke or tweet as many times as they like with Dolphin. With their top-up, they can get free text and internet on their phone. Canary: The customers love to chat. They can talk to friends and family for hours on Canary with free evening and weekend calls to any mobile. They can alternatively share great moments with free texts or free photo messaging every evening and weekend. Racoon: The customer in a no nonsense talker. Racoon is a simple, low cost plan thats great for talking and texting. Customer can get lowest call rate of just 12p per minute and send a text for only 12p too. Camel: The customer often calls abroad. They can stay connected with friends and family in more than 50 countries with free minutes on Camel. Plus, even when they run out of their free minutes, they will still get great rates starting from as low as 5p. As above, the five packages will be suitable for most of the customers. Orange also has a lot of other bundling services which satisfied all their customers. Service from a customer’s viewpoint From a customer’s viewpoint, Orange not only offers great services on calling and messaging, but also stands in consumers angle to furnish many humanized services. The most popular one may be the Magic Number. Magic Number is based on an old-fashioned chat but is a new way to â€Å"help you stay in touch with those who matter to you most.† There is another intimate design in all of callings which received a widespread praise Network Performance Promise. Orange is the only network to give customers up to a minute of talk time back, in the unlikely event that youre cut off during a call. It means if the calling between A and B is cut by some reason, and A calls B again within five minutes, Orange will credit 1 minute to A’s account to cover A’s loss just now. Call Barring is also a useful service to users. Customers could block either incoming or outgoing calls whenever they like, and Orange won’t charge for this. Orange Chat and Orange Messenger enable the consumers to enjoy immediate chatting fun as well as BlackBerry mobile service. In the Insurance and protection aspect, Orange Care has exempted customers’ worrying about lost, stolen, damaged or develops a fault on their phones. Orange also provides a useful service named Payforit, which is the trusted payment service developed by Orange and the other networks, and operated and provided by approved payment service providers known as Accredited Payment Intermediaries. Payforit is the easy way to buy goods and services using customer’s mobile phone and charge the amount directly to bill or pre-pay credit. Other services that make consumers to relish are Orange Wednesday, Reserve Tank and Tiny Top Up, ect. Orange customers could buy 2 for 1 cinema tickets and 2 for 1 pizza on Wednesdays. And if someone runs out of his/her credit on the phone and does not have means to top up, he/she could text and call Orange customer service to apply for extra 2.50 pounds to continue the important business. Therefore, in the customer’s viewpoint, Orange provide a series of humanized services to convenience and perfect the whole mobile experience in customer’s daily using. Skills and knowledge a customer need To gain maximum value from the service, customer needs to be familiar with Orange services, know exactly what the service include and choose a most suitable service which is Consistent with their usage. As mentioned, Orange has many kinds of service package for different types of customers. Customers can go to the Orange shop and talk to the salespeople about the service they want. A personalized service will be more emotional and acceptable to customer. Customer can also call to the customer service or visit Orange website to find any latest new service and changes. Subscribing to Orange E-mail tips about their news will be an efficient way. Nature of competition in the market Currently market competition in the communications industry is already very fierce. The core of competition is no longer a contest of mobile communication technology or price, the customer service is the aspect both mobile service companies and consumers most focused on. Nowadays, 3G technology is widespread, and 4G technology is under developing, so there is nearly no technical differences between major communications companies such as O2, Vodafone, Orange, T-Mobile and 3. However, the relatively fixed market structure makes these companies have no much choice space and leeway in the pricing because the cost is little different. Hence, the customer service of a company becomes the most valued quality in consumer’s view. The number of retail stores and the attitude and steps of telephone customer service determine the quality of service of this company. Mobile service companies should divert the competitive focus to the bottom level, which means making more investment in the e xpansion of retail stores, enhanced the function and convenience of telephone services, employee training and so on. By improving these services motioned above to enhance competitiveness. And at the same time, improve customer satisfaction, thereby improve Customer Loyalty. Terminals and end-user devices Handsets are terminals and end-user devices for Orange mobile service. In Orange shops, the display of different kinds of mobile phones and to have a tryout free of charge gives customers an intuitive image about the services. Queries, orders and complaints handling can also be dealing with in Orange shops. It makes customer understanding the service better Chapter 2. The Service Supply Chain As a mature telecommunication company, Orange UK has a complete supply chain in delivering service, which is in order to provide better and more comprehensive mobile services to customers. Therein, Orange cooperates with Cisco and HUAWEI to set up infrastructures, and shares 2G Network with T-mobile to expand the signal coverage, and also cooperates with some handset manufacture, banks, post office, cinema and other companies to Improve and expand the business scope. Orange constructs and operates Retail stores, Telephone customer service and website to provide customers more various and more convenient service. Structure of Orange UK mobile service supply chain As the supply chain show above, Orange cooperates with infrastructure suppliers, such as Cisco and HUAWEI, to construct base stations and lay basic cables. Orange bought large switches and some other core devices from these companies and signed the agreement on the daily operations of the maintenance. In addition, this part cooperation in the supply chain is one of the most basic and important parts which could not be elided in further alternative structures. On October 2010, the merger of Orange and T-Mobile is formal implemented. 30 million customers’ phone will phones would automatically switch to whichever of the two networks has the strongest signal mid-call. And the underlying system is similar to that used when a phone roams on a different network abroad. The first practical benefit from this cooperation is the advantage of network coverage. Though the cooperation at this stage is limited to 2G network, it has been praised by experts and consumers. In addition, this part is one of the alternative structures in the Orange mobile service supply chain. Orange has a long cooperation with many handset manufacturers to provide Orange customers a variety of mobile phones to be paid monthly or â€Å"pay as you go†. There are Blackberry, HTC, Nokia, Motorola, LG, Sony Ericsson and some other brand mobile phones for customers to choose. Customer could get the phone he/she liked for free and enjoy bundling package calling discount if sign a contract to pay monthly. Customer could also choose â€Å"pay as you go† to get phones in a lower price than the market price. The most popular pay monthly plan is iPhone, with which customer can enjoy iPhone applications, music and games by installment payment, greatest experience with low price. As for the SIM only plans, in addition to the variety of different specified packages designed for different groups (introduced in Chapter 1), Orange also provides Orange Business for small and medium companies or groups. On the basis of the general package plans, Orange Business adds free calls and texts between sharers within the group, which is convenience and cheap for business. In addition, various plans are the main service and steady income of Orange, so it could not be elided in further alternative structures. Orange also has other cooperation projects with some companies in other area to get win-win and offer users more services. For example, on Wednesdays, customers can enjoy 2 for 1 in cinemas and Pizza Express; customers can pay by their SIM card account by Payforit; Orange also cooperates with BT Landline to provide home broadband service, ect. In addition, these extra services are alternative structures in the Orange mobile service supply chain. As discussed in the Chapter 1, another important competition factor in the communications industry is customer service. Orange constructs and operates over 300 retail stores in UK and 24 hours telephone customer service system. Retail stores are around the streets in major cities with complete sales system, plenty of mobile phones and other goods and well-trained employees, which can reach customer’s requirement. Services in retail stores are mainly focus on sales, and follow-up services almost rely on the telephone customer service system. Complete automated voice service system can help users solve problems themselves 24 hours. Plenitudinous and well-trained employees ensure the manual telephone service can satisfy customers quickly and accurately. In addition, customer service is too important for a telecommunication company to be elided in the supply chain. Orange also constructs and operates the Orange website to rich the content and ways to service. Customers not only can find all information about Orange, but also can discover many useful functions on Orange website. On the homepage, there are lasted news all over the world, sport matches report, weather information and so on. The mobile entertainment page provide music download and various handset games which come from the cooperation between Orange and some music companies, pc game companies. There is also available for topping up online or ordering new SIM cards through the website. The last but not least, customers can manage their account online including check electronic bills. In addition, Orange website service could be seen as an alternative structure in the supply chain. Shared Resource There are still another two parts of important cooperation in delivering the mobile service, whose controller are banks and post office. Orange sign a contract with a customer must be through a bank to charge the customer monthly. And if someone uses the online top up service it is still related to the cooperation between banks and Orange. But in the telecommunication market, other companies use the same way to charge users, so banks service on mobile phone is shared by financial markets, savings business, lending business, other mobile service companies (such as O2, Vodafone, T-Mobile and 3) and so on. Orange will send paper bill every month to each contract customer by post. And if someone orders a new SIM card online or lost the handset under the insurance, orange also will deliver the package by post. As for the case of sharing resources, post office is roughly same as the Banks, which is share by postal services and also other mobile service companies. It is clearly to find out that banks and post offices are in operation or under the control of national macroeconomic regulation by the government, both banks and post office have strong business management and processing capabilities, and also the Orange only takes a little bit of these sharing resources, so there won’t be any influence on the Orange mobile service by sharing resources on bank and post office business. Software architecture and cloud-based configuration Figure1 [1] Cloud-based configuration would be appropriate as Cloud computing is a model for enabling convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction.[2] Cloud computing provides computation, software, data access, and storage services that do not require end-user knowledge of the physical location and configuration of the system that delivers the services. Parallels to this concept can be drawn with the electricity grid, where end-users consume power without needing to understand the component devices or infrastructure required to provide the service.[3] Cloud computing describes a new supplement, consumption, and delivery model for IT services based on Internet protocols, and it typically involves provisioning of dynamically scalable and often virtualized resources[4][5] Cloud-based Configuration has many advantages. First, cloud-based configuration provides the most reliable and secure data storage center, users do not have to worry about data loss, virus attack and other problems. econdly, the cloud-based configuration requires quite low on the client devices and is most convenient to use. n addition, it is easy to share data and applications between different devices. Finally, cloud-based configuration can reduce operating costs and maximize the commercial interests. As above, Cloud-based configuration would be an appropriate architecture of this service. Chapter 3. Governance Structures Quality of service Quality of service in the field of telephony is formed by 6 primary components: Support, Operability, Accessibility, Retainability, Integrity and Security.[6]  Ã‚  Ã‚   Bit rate, bit error rate, jitter, delay and packet dropping probability should meet the required standard. Voice call quality directly reflects the quality of service. Stable signal should be guaranteed to customers. A communications network forms the backbone of any successful organization. These networks transport a multitude of applications and data, including high-quality video and delay-sensitive data such as real-time voice. The bandwidth-intensive applications stretch network capabilities and resources, but also complement, add value, and enhance every business process. Networks must provide secure, predictable, measurable, and sometimes guaranteed services. Achieving the required Quality of Service (QoS) by managing the delay, delay variation (jitter), bandwidth, and packet loss parameters on a network becomes the secret to a successful end-to-end business solution. Thus, QoS is the set of techniques to manage network resources. [7] Responsible for ensuring the service The QoS is ensured by the Infrastructure. More base stations can provide a better network. Now Orange shared their 2G network with T-mobile. It means Orange customer can use T-mobile network and better to be connected. Central switch(Cisco, HUAWEI) with fast speed and powerful processing capability can also improve the QoS by reducing the packet dropping probability. Orange customer service accesses their network quality by being contacted to the customers directly and getting the feedback. Then Orange RD department solve the problems which are collected by customer service, upgrade the network system and develop new ways to access to the network better. Therefore the quality of service are ensured to meet the standards. SLAs between suppliers for offering this service A Service-Based SLA is needed for offering this service. Service-Based SLA is an agreement for customer to use the service which is delivered by suppliers. It is consist of a definition of services, the levels of availability, warranties, problem management, billing, performance measurement, disaster recovery, customer duties and termination of agreement.[8] Penalties may be agreed upon in the case of non-compliance of the SLA. It is important to note that the agreement relates to the services the customer receives, and not how the service provider delivers that service. Types of variability The basic type of variability is contractual agreement to be changed or terminated. The contract which has been signed between customer and provider would be terminated in certain circumstances. For example, the poor performance of the network and customer service will dissatisfy customers. In this case, Customer has the right to terminated the contract and change to another supplier. Once customer find their usage is always outside of contact allowance, or customer’s status has been changed and need a more suitable bundling package service, they will also want to terminate the current contract and change to a more adaptive contract. To manage the above variability, Orange needs to make a precision performance measurement and keeps improving their network. A patient and efficient customer service will give customer a good impression and increase the customer loyalty. New contract and bundling package service which is advance in time can attract both current customers and potential users. Alternative ways to define/measure quality of service In a telephony system, quality of service can be divided into two parts, â€Å"human† and â€Å"technical†. Human factors include: stability of service, availability of service, delays, user information. Technical factors include: reliability, scalability, effectiveness, maintainability, Grade of Service, etc.[9] QoS is not only referring to the ability to reserve resources, but also referring to the level of quality of service, for example, guaranteed service quality. An alternative definition of quality of service is requirements on a metric that reflects or predicts the subjectively experienced quality. In this context, QoS is the acceptable cumulative effect on subscriber satisfaction of all imperfections affecting the service.[10] Dealt with problems In this case, customer service becomes a great section to do deal with problems. The attitude of the customer service will be a decisive factor. A patient and friendly customer service will be helpful in contacting with customers. Most of customers get confused in automation services during the endless pressing the number keys to find the solution of their problems or to access to the manual service. Establishing an easy way to access to the manual service and reducing the fare rate will be considerate. Submitting the problem via official website or by email is also convenient for customer. Processes/systems for dealing with faults A quick reaction system should be established based on an internal platform. Once a fault has been informed to the customer service, it should be immediately classified to the defined types and passed to the maintenance department. Then the maintenance department can solve the faults according to the priority which is determined by the types of problems. Once the faults has been solved, the details of the faults and the methods used should be recorded in data-base. If the same fault occurs next time, it takes no time to find a solution, instead, just need to check the faults data-base and find the prior method to deal with it. As above, this system provides a quite efficient way to dealing with faults. Chapter 4. Service Management Systems The service management system can be split into four sections, order taking, provision of service to customer, billing, fault management. Order taking Orange customers can order their there service directly from the retail store or over the website. A mature order taking system should have the ability  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   to respond to customers’ requests quickly. The order taking system can show the storage of each retail store. It is a real-time monitor. In some case, once a retail store is out of stock, the nearby store can support it immediately. The system can also make a prediction based on the past sales status and then provide a reasonable sales strategy. Order taking trough Orange website needs to deliver the service in a limit time which is also controlled by the system. The system has an efficient mail order service and attracts and keeps customers. It can also increase accuracy of order details, miss no more sales orders and enhance security. The ultimate aim of the system is to ensure services are accessible to customers. Provision of service to a customer A system is established to support and manage the service provision. Orange customer can contact the call centre, and then call centre will record the request and distribute it to the related department. For store management and work-force management, they offer technician support. For network management, it provides the maintenance and test service and network capacity assignment. The aim of the system is to ensure service in a high quality. Billing Orange provides both paper and electronic bills. It clearly shows the usage of the service and helps customer manager their uses. Billing systems is used to collect information about telephone calls and other services that are going to be billed to the subscriber. It can be divided into two parts, call detail record system and call accounting system.[11] Call detail record system is the computer record produced by a telephone exchange containing details of a phone call that passed through it. It can be used for supporting the operations by providing information on faulty calls, and measures of the amount of traffic taken along particular routes.[12] Call accounting system captures, records, and costs telephone usage events. Call accounting systems can detect outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities.[13] Orange provides both paper and electronic bills. It clearly shows the usage of the service and helps customer manager their uses. Fault management Fault management system can detect, isolate, and correct malfunctions in Orange network. It can examine and maintain errors. Once a fault appears, the system will send a notification to the network operator. Then it will carry out a series of automatic test to correct the faults. A mature system can automatically correct potential problem-causing conditions and resolve actual malfunctions. Details about the system see above 3.7. Orange has cooperation with other companies which interact with the service management system. For fault management system, if the core switch is broken, it needs experts from the manufacturer to deal with it. A contract about a series of after-sales service is needed. Chapter 5. Risks involved in launching Orange UK mobile service In the past three decades, mobile communication industry has completed development, progress and popularization. The advances in technology, the increase in consumer demand and the exacerbated competition among communications companies made it difficult to estimate the risk about this industry. Not only because it has high requirements for technology updates, but also due to the large customer group leads to the required standards of service quality is inconsistent. Risks during Orange UK design stage prior to its launch Orange UK was founded in 1994. [15] Before that, there were lots of difficulties and risks during the service definition and design stage prior to Orange’s launch. At that time, communications market was underdeveloped, and the market was mainly occupied by landline telephones. The citizen preferred to use public telephones than bought expensive mobile phones themselves. As a beginner, the first risk of Orange was the huge investment on developing Infrastructure, constructing retail stores and telephone customer service, cooperation with other companies to provide service and advertisement. The payback period and the profit were both unsure. Second, the popularization rate of mobile phone was decided by the price of handsets and monthly fee to use, which were big challenges to citizen. Third, O2 UK had been founded for 10 years and already had a complete service system and a fixed customer group; [16] One2One (which is T-Mobile UK now) was launched in September 1993 and had al ready started normal operation; [17] Vodafone is the originator of mobile communication, as early as 1980, began its operation. [18] Hence, as a new company, Orange must faced to the competition and found ways to occupy a certain market share. Finally, there perhaps were unspecified risks in the development. Orange’s on-going risks and the ways to be ameliorated Although orange is now under well functioning and has a complete customer service system, there still are two main risks existing. First, the stability of cooperation with the companies in the service supply chain decides whether the whole mobile service could be continued. Second, more and more fierce competition in the communication market nowadays affects Orange’s profits directly. There are several methods to avoid and reduce these risks. First, accelerate the pace of new technology research. Second, expand the cooperation with T-Mobile from sharing 2G network to 3G network or even other technologies. Third, Increase the quality of mobile service to improve customer satisfaction which is order to improve customer loyalty. Finally, make contingency plans to reduce other potential consequences. Chapter 6. Improvements to the Service Improve customer service Contact with customers on a regular frequency. Collect the feedback from customers and see if they are satisfied with the service. Solve the customers complaints quickly and successfully. Offer as many contact methods as possible and make it easy for customer to contact to Orange. Give customers more than they expect. E-mail them online greeting cards on holidays or birthdays. Always be polite to your customers. Build strong relationships with your customers. Improve quality of service Update the equipment and system to obtain fast speed and high stability. Use new technology to have a high quality service Deal with the fault within a limit time. Make change to service Orange should develop new service to customers which is more suitable for different kinds of customers. Some new bundling package can be set to meet customer’s needs. More cooperation with other companies or organizations Orange can cooperate with other companies to extend their service. An existing example is the cooperation with MSN, Orange customer can use their account to send instant message on their phone with MSN. In this case, Orange can attract more users and keep their existing customers. Predict changes The changes in technology will cause the need for enhancements. Changes from 3G to 4G network is the future of Orange. This new technology will provide customers better service which has more functions and applications. Orange now has an industrial project, â€Å"conquests 2015†, which is involved in four parts, employee pride, networks, customers, international development The aim is to: Offer its employees a beneficial working environment. Increase coverage and bandwidth for both fixed and mobile networks, in both mature and emerging countries. Offer a superior customer experience compared to other operators. Sales are expected to double over the next five years in emerging markets.[14] Finally, Orange plans to grow from close to 200 million customers at present to 300 million by 2015 across its entire footprint. Chapter 7. Reference [1]hill2dot0.com/wiki/index.php?title=Image:G2407_GSM-Architecture.jpg [2]NIST.gov–Computer Security Division–Computer Security Resource Center. Csrc.nist.gov. http://csrc.nist.gov/groups/SNS/cloud-computing/cloud-def-v15.doc.Retrieved 2010-08-2 [3] wikipedia.org/ [4]Gartner Says Cloud Computing Will Be As Influential As E-business. Gartner.com. gartner.com/it/page.jsp?id=707508 Retrieved 2010-08-22. [5] Gruman, Galen (2008-04-07). What cloud computing really means. InfoWorld. infoworld.com/d/cloud-computing/what-cloud-computing-really-means-031 Retrieved 2009-06-02 [6]Defined in 1994 in the ITU-T Recommendation E.800 [7]cisco.com/en/US/products/ps6558/products_ios_technology_home.html [8]An outline of the core elements of an SLA. The Service Level Agreement. sla-zone.co.uk/ [9]Peuhkuri M., IP Quality of Service, Helsinki University of Technology, Laboratory of Telecommunications Technology, 1999. [10]http://en.wikipedia.org/wiki/Quality_of_service [11]http://en.wikipedia.org/wiki/Billing [12]http://en.wikipedia.org/wiki/Call_detail_record [13]http://en.wikipedia.org/wiki/Call_accounting [14]orange.com/en_EN/press/press_releases/cp100705en.jsp [15]http://en.wikipedia.org/wiki/Orange_uk [16]http://en.wikipedia.org/wiki/O2_uk [17]http://en.wikipedia.org/wiki/T-mobile_uk [18]http://en.wikipedia.org/wiki/Vodafone