Essay Sports Massage- Case Study - 3201 Words

This essay will explore the value of massage in the overall management of an athlete with lateral knee pain, and a diagnosis of Ilio tibial band syndrome. It will explore the use of massage generally then focus on specific techniques used in myofascial pathologies. It will also describe the techniques employed, the clinical reasoning for their choice and the relevant supporting evidence. The relevant anatomy will be discussed as well as the proposed influences of massage on these structures using current literature to support these hypotheses. Massage has been used around the world for thousands of years for rehabilitation and relaxation (Weerapong et al, 2005). Massage is the treatment and practice of manipulation of the soft body†¦show more content†¦Distally it attaches to Gerdy’s tubercle on the anterolateral aspect of the tibia having passed over the lateral femoral condyle (Fairclough et al, 2006). Miller et al (2007) showed greater knee flexion and internal hip rotation in runners with ITBS at heel strike. Using a simple biomechanical they showed that both factors increased stress on the ITB. Biomechanical studies show that maximum compression of the ITB over the lateral femoral condyle occurs at 30 degrees flexion of the knee (Orchard, 1996) hence it has been assumed that the band actually moves over the condyle. MRI findings in a study by Nishimura et al (1997) suggest soft tissue inflammation and /or oedema rather than focal fluid collection. This study also showed no alteration to the structure of the ITB itself, and that the posterior fibres are tighter against the femur. A further study involving cadavers and MRI by Fairclough et al (2006) show ITBS is more likely to be highly innervated fat compression beneath the tract as different parts of the distal ITB come under tension- i.e. anterior and posterior sections. One of the commonly quoted conservative interventions for ITBS is massage or more precisely myofascial release techniques (Brukner and Khan, 2006; Chaitow and DeLany, 2002; Pettit and Dolski, 2000). Indeed Fredericson (2005), states â€Å"Identifying and eliminating these myofascial components complements physical therapy and should precede strengthening and muscleShow MoreRelatedShould Sports Medicine Be Increased Popular Among Students?1445 Words   |  6 Pageschoose to study. There are numerous majors to choose from, and each provide the student with multiple opportunities for jobs once he has completed college. One major that is becoming popular is exercise science. Exercise Science is the scientific study or analysis of physical activity/exercise. Due to the fact that there are a variety of different exercises/ ways to be physically active and every person is different exercise science is extremely broad. New research leads to more ways to study exerciseRead MoreResearch Paper : Therapeutic Services1619 Words   |  7 Pagesservices for people that are either injured, disabled, or diagnosed with a disease that affects them physically, and much more (WCPT). Physical therapy is not always for a long period of time. But for example, if a child got a broken leg due to a sports injury, their physical therapist would be that person to help guide the child and teach them how to properly use their crutches, what to avoid, and other beneficial advice for them. Another way physical therapy is used and beneficial to injured peopleRead MoreDifferential Diagnosis And Treatment Of A Patient With Posterior Upper Thoracic Pain1047 Words   |  5 PagesThis article review is over the case report â€Å"Differential Diagnosis and Treatment in a Patient with Posterior Upper Thoracic Pain,† found in the Journal of the American Physical Therapy Association. The purpose of this article case report is to propose that CV/CT mobilization and active Trigger point release can be helpful in reducing pain and increasing ROM back to functional limitations. Not only does this article provide interventions but it also describes clinical decision making which I foundRead MorePhysical Therapy Is The Treatment1548 Words   |  7 Pagesdisease. A physical therapist will work to set goals to make doing daily tasks easier for you. Physical therapy is a field that has many areas to cover. These areas are what a person may need to heal any injuries or illness. The areas range from studies of the muscles to the bones. Physical therapy also covers the areas of the skin. The skin is an odd area but can be used to detect a problem. The skin can show a physical therapist where an injury may have occurred. The skin can become red, blue,Read MoreBenefits of Massage Therapy3301 Words   |  14 Pages  The Benefits Of Massage Therapy Physiological,Psychological,Wholistic and Mechanical By Stephen Wayne-Smith ____________________________________________________________ ___________________________________________    The benefits of massage therapy for a client are extensive. Not only does the client benefit from a purely physical perspective, but the psychological and spiritual advantagesRead MorePhysical Therapy Is The Health Profession1171 Words   |  5 Pagesbeen lost, and improving function.[2] â€Å"The most predominant clinical setting where physical therapists†¦ provide care include hospitals, outpatient clinics, private practices, nursing homes, assisted living facilities, home health, school systems, and sport centers [2].† Typically, to receive access to the services provided by a physical therapist, a patient has to be referred to a physical therapist by a physician. [2] Therefore, physical therapy is usually a secondary health care. The profession ofRead MoreMedicine Physical Therapy Essay1481 Words   |  6 PagesLife as a Sports Medicine Physical Therapist As a Sports Medicine Physical Therapist, many people are trained to diagnose and help prevent injuries that occur during physical activities (â€Å"Physical Medicine†). Physical therapists examine patients, and prescribe medications as well as order diagnostic tests to perform and interpret. They usually counsel their clients on preventive care, diets and also hygiene. Most physical therapists stretch, and massage their clients to help strengthen and enhanceRead MorePhysical Therapy For Athletes : Athletes1434 Words   |  6 PagesPhysical Therapy for Athletes Has your favorite professional athlete ever been injured? Did you know that athlete attend physical therapy to recover? Physical therapy is the treatment of disease, injury, or deformity by physical methods such as massage, heat treatment, and exercise rather than by drugs or surgery. Physical Therapy is just one career in a growing list of health care-related professions that focus on continued therapeutic treatment for patients.In order work as a physical therapistRead MoreOral Pessimism And Depression : Depression1376 Words   |  6 Pagespsychotherapeutic terms suggests that depression starts in childhood by pleasurable or restrictive oral experiences that could influence depression later on in adulthood (Abraham, 1927; Fenichel, 1946; Freud 1917 et all Maltby, Lewis, Hill, 1998). A study has been completed by Professor of Psychology, Lewis’ (1993), to examine that oral pessimism is important to the aetiology of depression within the contact of social psychological, cognitive and personality explains depression. Results have shown thatRead MoreFactors Affecting Access For Complementary Therapies2106 Words   |  9 Pagesheard negative stories about certain therapies such as acupuncture, aromatherapy or massage. This negativity may implement fear of using these therapies. Lack of knowledge may also case negative feelings, for example; individuals may have never heard of certain therapies before that are now available in their local area. Some might know about the therapy, but do not understand the benefits of using it. In some cases, individuals may want to use a complementary therapy but may not know where therapists

New Techniques of Genetic Engineering - 1187 Words

New techniques of genetic engineering have spawned a new understanding of medical procedures and have increased biotechnology products that help us answer questions and solve problems that just one generation couldn’t dream of doing. We have taken Caution at every step during the process of creating biotechnology and genetic engineering procedures they have a huge potential impact. But today we have to decide to which degree these procedures and products be regulated and who gets the power to do so. These concerns are part of the larger issue. The issue of science and public policy. What is human genetic screening? It is the process of analyzing blood or skin to search for people with a certain genotype in a population. It is also an important tool of preventive medicine and it has huge potential to lessen the death average of cancer and other diseases of that caliber. The purpose is to help families that are at high risk for genetic diseases. The human race carries 3,000 to 4,000 diseases just in its genes. The one faulty gene will be hard to find because there are 200,000 healthy genes in one person. So in order to find these elusive variations scientist must look for larger pieces of Deoxyribonucleic acid called markers. A marker is a Deoxyribonucleic acid sequence with a known location on a chromosome. Scientists search for faulty markers so it now becomes theoretical to screen individuals from infants to adults. Markers have been found for a number of diseases such asShow MoreRelated Genetic Engineering: Our Key to a Better World Essay1128 Words   |  5 Pages What is genetic engineering one might ask and why is there so much moral controversy surrounding the topic? Genetic engineering as defined by Pete Moore, is the name given to a wide variety of techniques that have one thing in common: they all allow the biologist to take a gene from one cell and insert it into another (SS1). Such techniques included in genetic engineering (both good and bad) are, genetic screening both during the fetal stage and later in life, gene therapy, sex selectionRead MoreBenefits Of Genetically Engineered Crops1626 Words   |  7 PagesPeople opposed to genetically engineered crops believe genetically engineering a crop to have a higher nutritional value will cause problems with a person’s diet. They believe people will then disregard other foods besides the new genetically engineered food, and this will cause other health issues. This does not seem likely because genetically engineered crops with enhanced nutritional value are aimed to help people r each a certain daily value of a vitamin or mineral, not to replace a person’s wholeRead MoreGenetic Engineering : The Field Of Biomedical Research1710 Words   |  7 PagesGenetic engineering is the latest experimental practice used in the world of biomedical research. This practice refers to humans modifying an animals’ genetic component in order to express a particular trait (Dale et al). The scientific community calls the animals produced by this practice as transgenic animals in order to distinguish between its wild type relative. This innovative technology paved ways for medical breakthroughs, along with the expansion of human understanding towards the mechanismsRead MoreThe Animals Of The Pigs1653 Words   |  7 Pagesdeliberate modification of its genome†1. Method of Genetic Engineering to produce pigs with glowing green snouts: These transgenic pigs were produced using a technique called DNA microinjection2. For the very first time, 10 piglets with glowing green snouts were produced using this technique in year 2013 in China. This technique was first developed by reproductive scientists from the University of Hawai`i at MÄ noa s2. Microinjection technique can be explained in two steps as below: †¢ transferRead MoreThe Benefits of Genetic Engineering Essay1459 Words   |  6 Pagesdiagnosis. There are many aspects of genetic engineering and to thoroughly understand it looking into each is absolutely necessary. In order to understand genetic engineering, the key terms in this controversy that must be defined are the following: recombinant DNA technology, cloning, gene therapy, and the humane genome project. Genetic engineering is the alteration of genetic material by direct intervention in the genetic processes with the purpose of producing new substances or improving functionsRead MoreGenetic Engineering : The Technique Of Producing Recombinant Hybrid Dna By Combining Two Different Strands Of Dna1731 Words   |  7 Pagesgroup for their help in improving and reviewing this paper. Finally I would like to thank Abdul Ahad Memon for proof reading my paper. Abstract Genetic engineering is the technique of producing recombinant hybrid DNA by combining two different strands of DNA. The fundamental concept of genetic engineering is gene cloning; the technique of altering the genetic structure of an organism. Gene cloning has four basic processes, namely cutting : the process of isolating the required starnd of DNA, modificationRead MoreAnalyzing Genetic Modification And Gene Technology1279 Words   |  6 PagesSource- Analysis of sources Credibility This article is highly credible as the author of the article is a well-known and has spent years researching genetic modification and gene technology therefore it is expected to have some credibility. The credibility of the publishers cannot be guaranteed as it is not a very well-known publishing company. There is evidence of cross referencing and the article has been updated so it contains up to date information. Bias This article is partially biasedRead MoreGenetic Engineering And The Human Existence1193 Words   |  5 Pages Why is genetic engineering crucial to the human existence? Initially, genetic engineering, also called genetic modification, is the process of manually adding new unique DNA into an organism. The objective is to add one or numerous new traits that are not already constructed in that particular organism. New DNA inserts in the host genome and immediately isolates and replicates the gene of interest by using molecular cloning methods to synthesize a DNA sequence; then inserting this construct intoRead MoreGenetically Modified Animals : Genetic Engineering1518 Words   |  7 Pagesgene technology I hope to share some understanding in the process of gene transfer in animals, the process of obtaining genetically engineered animals, and analyze the social and moral implications associated with this gene technology in animals. Genetic modification of animals started thirty years ago with the production of genetically modified mice. Gene modification is the process of crossing and selective breeding of animals and has been carried out by breeders for quite some time now. These modificationsRead MoreThe Importance Of Genetic Engineering1282 Words   |  6 PagesGenetic engineering is defined as the modification of the characteristics of an organism by altering its genetic material. Although the definition makes it seems clear and concise, it is far more complicated. This new advancement has caused a huge debate over the ethics and laws of what it is able to do. Genetic engineering is immensely important because of the potential benefits it contains and the advances it allows for in the future. The ultimate goal of genetic engineering is to prevent, treat

Google Swot Analysis Free Essays

GOOGLE Google has market leadership for search related advertising with 65 percent of all online searches in 2008. Google has a strong brand name. The company has developed a reputation for providing the best search results as an online search engine. We will write a custom essay sample on Google Swot Analysis or any similar topic only for you Order Now Google is very easy to use or user friendly, anyone with minimal computer knowledge can easily maneuver its way through Goggles website and search for whatever information they would like. The simplicity of the website makes it so that users become familiar with Google very fast. Google is able to provide search results at a very high speed. Someone can type a keyword in the search box regarding any kind of topics and search results will be displayed in seconds. Another strength of Google is its ability to adapt and innovate its products with changes in demand. Google shows strong financial position with positive cash flow and low debt. Some weaknesses of Google include manipulation of Google ranking technology by spammers. Google cost per click advertising charging and ranking policy confuse marketers in the sense that they cannot predict where their ad would be positioned and how much it would cost. Another weakness of Google is that it does not provide highly personalized search or expert search. Also Google does not have sticky like yahoo and MSN which can attract users. Although Google is the market leader among search engine websites, only 50 percent to 60 percent of search queries are answered appropriately. As far as opportunities, Google can add sticky like chat rooms and email systems to attract more users. Google can also add more personalized or expert searching. The company can add more services such as private database, print media and multimedia. Google can merge with established mass market companies to gain more users and advertisers. As far as threats, Google is facing strong competition from rivals such as Yahoo, Msn and face book. Also Google depends partially on some companies or portals like AOL and getting those contracts terminated, Google would loose large amount of revenues. There is no real entry barrier in this kind of online business. This means more competitors can emerge in the future and by providing the same services with improve interface, they can steal Google’s market. Google confusing cost per click and ranking can detract many potential advertisers. Companies like yahoo provide more services and solutions with conventional search than Google. Google might loose its users to companies with more services. As far as recommendations for strategy, Google should adapt a product development strategy where its focus will be on improving its currents services to attract new users. Google can focus on making its search engine more accurate, relevant and dependable than it is now. Google should also use a diversification strategy where they can add new services to attract new users. Services such as print, multimedia, instant messaging will drive new customers to Google. How to cite Google Swot Analysis, Papers Google Swot Analysis Free Essays What are the company’s key resources and competitive capabilities? What competitive liabilities and resource weaknesses does it have? What opportunities exist? What threats to its continued success are present? The best way for a company to evaluate its key resources, competitive capabilities/liabilities, resource weaknesses, opportunities and threats is to perform a SWOT analysis. This focuses on the internal Strengths, Weaknesses, Opportunities and Threats of the company and is used as a decision making tool by top level managers and can be used for pre-crisis planning. Google’s Strength’s: * Google has had global dominance of the search industry since its introduction to the market in 1998 and still remains the leader of the industry to this day. We will write a custom essay sample on Google Swot Analysis or any similar topic only for you Order Now * The company is the leader in the search advertising market with its innovative and un-paralleled approach to pricing (cost-per-click basis or cost-per-impression basis) and methods for relevant targeted advertisements to specific customers. * The successful Android operating system for mobile phones which rivals Apple’s iPhone abilities. Good revenue being created from advertising and from banner and video ads displayed on mobile phones as well as licensing fees from companies using Google’s search appliances. * The launch of Google TV will attract many more customers and further diversify the Google brand. * The strong and ambitious leadership shown by the top management to fulfil their strategy goals of â€Å"organising the world’s information and making it universally accessible and useful†. * Google has a well know brand image and work culture that people recognise as being very user friendly as their ethos is â€Å"You can make money without doing evil†. Part of their success is down to their ability to maintain strong relationships with internet users, advertisers and websites. * Google’s vision and ability to acquire other companies that will add to their wide range of services. * The company offers its users such a wide range of diverse services and tools, over 40 in total, ranging from alerts to news to maps with most services available in 41 languages. * The technology that the company uses is state of the art and is usually purpose build by the highly qualified experts in the Google staff. Their online business can be conducted with minimal physical locations which allow them to have low operating costs. * Employees are given the tools, freedom, and encouragement to be innovative and fulfilled by their job which makes Google renowned for being a great place to work. Google’s weaknesses: * The Google acquisition of Youtube has not worked out to be as successful as was planned as although roughly 12 billion videos a re watched on the site each month, the advertising revenues in 2009 were estimated at less than $300 million. Google’s own social networking site, Orkut, failed to match the success of competing social networking sites such as Facebook and MySpace. * The interruption of Google’s services to China due to censorship problems and cyber-attacks which was not handled properly by the company. * Google received a lot of criticism for their Google Map’s street view mode as privacy advocates complained that they violated privacy rights. The company also allowed the cameras to capture the Wi-fi data being emitted from homes and businesses as they photographed the route. Google co-founder Sergey Brin said the company â€Å"screwed up†. Possible Google Opportunities: * Cloud computing is a huge open opportunity for Google to capitalise on and information technology analysts believe that the market could grow to $95 billion by 2013. * The development of a tablet with Verizon to rival Apple’s iPad allows the company into a huge emerging market. * Google Apps was planned to substantially undercut its rival Microsoft Office and Outlook packages by up to $300 per year. Google TV with allies such as Intel, Sony, Logitech, Best Buy, DISH Network and Adobe could prove to be a very successful venture. * Google’s expansion of its mobile search and smartphone platforms. Threats to Google: * Mircosoft are Google’s closest rivals and their Internet Explorer 8 allowed users to hide their internet address and viewing history, which prevented Google from collecting user specific information needed for ad targeting. Microsoft also launched their Live Search to compete with Google and to slow down whatever intensions the company had for expansion into Microsoft’s fields. * Microsoft is also moving forward with its own approach to cloud computing with Windows Live. * Yahoo are still a threat to Google as they accounted for nearly 35% of all searches throughout the world in 2010. * Facebook also may come as a threat to the company as it is the second-most visited site on the internet and may have plans for expansion. How to cite Google Swot Analysis, Papers

The Csa Essay Example For Students

The Csa Essay What If: The CSA as A NationIf the South had won the Civil War, where might our two countries be today? Would slavery have been phased out, and if so, how soon? Would the South have erected tariffs and immigration quotas? Would Disney World have been located in Florida, and Dollywood in Tennessee? Would there be unified currency for the U.S. and CSA, and would it be any stronger than the Euro?The Confederate States of America would currently be the worlds fourth-largest economic power if the Civil War had turned out differently and the rest of history had gone the same. Thats the conclusion of Demographics Daily, an online newsletter for businesses that released its analysis of economic data pertaining to Alabama and the other 10 states that seceded from the Union. G. Scott Thomas, editor of Demographics Daily, said he decided that April, the month the Confederacy fell in 1865, would be a good time to do the economics and demographics equivalent of alternate history an increasingly popular genre of literature that imagines what would have happened if key historical events had gone the other way. But assuming economic development preceded the same, the CSA would have had a gross domestic product of $2.6 trillion in 1999. Only three countries would have had a larger GDP the United States (shortened to 39 states and the District of Columbia), China and Japan. The CSA would have edged out Germany. In population, the CSA would rank 12th in the world with 84.3 million residents, based on Demographics Dailys analysis of 2000 population statistics. Texas and Florida alone would have counted for almost 37 million people. The CSA would be more racially diverse than the USA, Thomas said. Non-Hispanic blacks would account for 19 percent of the CSA but only 9 percent of the United States. The laws and regulation of the CSA would be different then what laws we have now in the USA. Speaking hypothetically some laws that might be different are driving laws and the, legal age to buy tobacco products would most likely be 13 or 14, the drinking age would be the age that one could start drivin g so you could smoke at 14 and be drinking by 16. The gun toting laws would also be different one could buy a shotgun at the age of 10 and one could also buy semi-auto hand guns at 12 or maybe 14. The mind set of the southern states if total different. Today there would only be Coke products and no one in the south would want to or drink any Pepsi products. Things would be cheaper down south. Gas prices in the southern states would be close to a dollar a gallon. Gas would be that low because the southern states have more â€Å"black gold† flowing around under their cities and off their shores near Florida, Alabama, and Georgia. The state of Texas is rich in oil and the CSA would have numbers of ports to ship the middle eastern oil too. History

Baroque Era essays

Baroque Era essays Humanism symbolizes an intellectual movement that begun in Verona. Humanist had faith in and emphasized the dignity and worth of the individual. That faith turned into the rediscovery of culture of classical antiquity, which contains elements of literature, history, rhetoric, ethics, and politics. A basic premise of humanism is that people are rational beings who possess within themselves the capacity for truth and goodness. This Renaissance revival of Greek and Roman studies emphasized the value of the classics for their own sake, rather than for their bearing to Christianity. Furthermore, the movement of Humanism had a major impact and influence in the Renaissance with a different mind set on how human beings view life. This movement made an impression on the elements of literature, visual arts, and music of those times. The humanist movement started in Italy, where the four early figures Francesco Petrarch, Giovanni Boccaccio, Giorgio Vasari, and Lorenzo Valla contributed greatly to the discovery and preservation of classical works. Petrarch, a Latin scholar, dedicated his life in studying golden wisdom of the ancients. Golden wisdom pertained to proper conduct of ones private life, rational governance of the state, the enjoyment of beauty, and the quest for truth. One of the first Westerners to study Greek was Boccoccio whom was a great writer. Vasari, invented the word rinascita (renaissance) for the reason that there was no Latin word for rebirth. Vasaris term was applied to the fine arts that had developed out of early humanism, but the term now describes an era that consciously freed itself from medievalism. Valla another Renaissance dedicated scholar of immense learning dared to challenge any authority and translated Herodotos and Thucydides into Latin. Furthermore, Petrach and other humanist all wrote in the same language, the vernacular language which became the accepted la...

Customer Relationship Management Helps Chase Card Services Manage Customer Calls Essays

Customer Relationship Management Helps Chase Card Services Manage Customer Calls Essays Customer Relationship Management Helps Chase Card Services Manage Customer Calls Essay Customer Relationship Management Helps Chase Card Services Manage Customer Calls Essay If you have a credit card, theres a good chance that it is from Chase. Chase Card Services is the division of JP Morgan Chase which specializes in credit cards, offering a vast array of credit card products such as the Chase Rewards Platinum Visa card. As one of the [argest credit card issuers in the United States, the company fields a correspondingly large amount of calls from people seeking customer service for their credit card accounts.Each of Chases 6,000 call center agents worldwide at the companys 11 call centers fields field up to 120 calls per day. The company handles slightly less than 200 million calls each year from a customer base of 100 million. Even a small reduction of 1% to the amount of calls received results in savings of millions of dollars and improved customer service for Chase. Achieving such a reduction is easier said than done, however. Li. 2006, Chase Card Services attempted to accom- plish this by improving first-call resolution. Fi rst-call esolution is when a call center agent is able to resolve a customers issues during the initial call to customer service without requiring additional calls. The problem was that the companys record keeping did not give an accurate account of current rates of first-call resolution. Chase had previously tried tracking first-call resolution rates oy having agents log the content and results of each call they received. But this task was time- consuming and was not standardized, since agents :ended to record results subjectively and not in a iniform way.Company policies for some customer requests were also far from ideal for increasing First-call resolution. For example, agents were only able to process balance transfers for customers calling from their homes, and the fee structure inderwent multiple changes over a short span, prompting repeat calls. Po improve call center efficiency, Chase contracted with Enkata technologies to implement a oerformance and talent management syste m. The system monitors and tags each call with the :opic and length of the call as well as the length of time the agent that handled the call has been orking. It doesnt require agents to perform any lotion to acquire this information; it tracks calls automatically by keeping track of the keyboard strokes of each agent. As soon as an agent clicks on the feature of the account that the customer is calling about, the Enkata system automatically identifies the reason for the call. Proprietery algorithms match the reason and caller identification to the amount of time predetermined for each type of call. The system then monitors discrepancies in call time, depending on the reason for the call. For xample, a call from a customer requiring card activation should be a quick call, so the system will pinpoint card activation calls that take longer than normal, or fee dispute calls that are shorter than normal. But sometimes customers have multiple reasons for calling, which would have been ve ry difficult to track prior to the implementation of Enkatas system. Now Enkata separates each individ- ual reason for calling and organizes them into a sequence, so that a call with multiple issues to resolve is analyzed using the appropriate time frame.By separating and organizing reasons for calling into distinct categories, Chase is able to determine criteria for declaring particular calls resolved For example, a card activation call will be considered resolved after only a few days without a follow-up call, but a disputed fee call wont be considered resolved until the customer received another statement without any complaints. This method gives Chase much more accurate data on first-call resolution, a feat which is regarded as very difficult and impressive in the industry. Enkata compiles this data and distributes it toChase Card Services in the form of weekly reports on call type and length, call handling times, repeat call rates, and other performance measures that allow both agents and supervisors to monitor their performance. The system also connects reports with call recordings to assist managers in coaching and evaluating their agents. When the system was still being implemented, Enkata used historical call data gathered prior to the implementation to create initial reports. Chase Card Services executives considered this initial upload of data to be the most time- consuming part of the implementation.Once the implementation was complete, the company hoped that improvements in the interpretation and management of this information would lead to improvements in agent pertbrmance, customer satisfaction, and customer retention. The results speak for themselves. Chase Card Services improved its first-call resolution rate to 91%, an increase of 3%, in its first year after the imple- mentation of the Enkata system. That represented a total savings of $8 million. Approximately $2. 5 mil- Lion of that total savings was a direct result of the average call time decreasing by two seconds.The company hopes to reach its goal of 95% within the next few years. A perfect rate of 100% first-call resolution is not feasible because some additional calls after the first are acceptable under certain circumstances, such as a customer remembering a charge that he or she had initially disputed. CASE STUDY QUESTIONS 1. What functions of customer relationship manage- ment systems are illustrated in this case? 3. Why is the call center so important for Chase Card Services? How could Chases call centers help it improve relationships with customers? . Describe the problem at Chase call centers. What management, organization, or technology factors contributed to the problem?3. How did using Enkata improve operational perfor- mance and decision making? Give examples. E. What management, organization, or technology factors would have to be considered in implement- ing the Enkata solution? Within three months time, 30% of agents that had scored below the accept able rate for first-call resolution improved to an acceptable rate. And although the number of active customer accounts grew by 5. % in the six months after implementation of the system, call volume decreased 8. 3% over that same span. Encouraged by these successes, Chase Card Services is now looking to expand the capabilities of the system to classify calls into even more cate- gories, and to link their collected data to marketing programs to foster cross-selling and upselling. Sources: Marshall Lager, Credit Where Due, Customer Relationship Management, April 2008; Michele Heller, How Chase Got Control of Call-Center Expenses, American Banker, February 26, 2008.

Advertisement Campaign of Stanfords Master Program Essay - 1

Advertisement Campaign of Stanfords Master Program - Essay Example The advertisement to be studied is of Master’s Degree Program from Stanford University. Stanford University is one of the renowned and most respected universities across the globe. Most of the programs under this university are of high demand and students from various parts of the world come to study and gain knowledge and information. However, in order to successfully achieve 100% student enrolment as well as to ensure that the university and its programs are consistently preferred, the management needs to establish successful marketing campaigns for the same. The current media environment is extremely fragmented. It is characterized by the huge number of alternatives in media, competing for students’ time. This has also resulted in significant decline in their cognitive attention to a particular media and advertisement. For instance, Stanford University is facing the tough challenge from other universities in California, such as California University and San Diego Sta te University. The above situation has created difficulties for management committees in handling various marketing campaigns for different educational programs across universities. This increasing growth in simultaneous usage of media has a direct impact on the overall allocation of advertiser’s media money. It has become imperative for advertisers to allocate their advertisement budget into different media spaces, as focussing on only one or two media channels is not enough for the new age consumer. Apart from that, current research in media and advertisement suggests that media exposure always takes place in isolation. This means one particular medium is not in competition with other media for customer attention in a single timeframe.