Write a persuasive essay that examines the situations in which a small group/team would be the best
choice for solving a problem in an organization. In what situations would an individual be the best
choice? How does the use of technology affect your answer? What does it mean to be a participant-observer of a team?
Checklist:
Identify the factors that you would consider in addressing this issue.
Describe situations or problems that would be best addressed by a team.
Examine the strengths and weaknesses of problem solving by a team.
Describe situations or problems that would be best addressed by an individual.
Examine the strengths and weaknesses of problem solving by an individual.
Discuss the role of technology in considering your choice of an approach.
Discuss the role of a participant-observer.
Make sure your persuasive essay expresses a clear purpose and point of view.
Introduce your topic.
Respond to the questions in this assignment providing support or evidence for your
point of view or argument you are trying to make.
Tell your readers what action they should take, or provide a summary of what the
reader should take away from reading/learning about the topic.
Write your paper in a clear and articulate manner using Standard English.
Ensure it is well-organized, logical, and unified, and that your work is original and insightful.
Use the 6th edition APA formatting and citation style for your paper.
Respond in a 23-page paper with a separate title and reference page.
Have at least two quality references in addition to the textbook, for a total of at least
three. Submit your Assignment to the Unit 1 Assignment Dropbox. Submit by
Tuesday 11:59 Eastern Time.
Day: February 9, 2020
Instructions
Critically review the article below:
Vanderberg, A., & Capodagli, B. (2015). The “Ottawa way” thrives. Public Management, 97(6), 14-18.
In the review, be sure to include an analysis of the article. Provide details and evidence to back up your analysis from the article. What are some of the significant points used in the article to support the premise? Why are these points significant to the way communication affects strategic planning?
Use the standard five-paragraph format (introduction/body/conclusion). APA format should be used. The article review should be a minimum of two pages in length. Content, organization, and grammar/mechanics will be evaluated.
Abstract
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Government officials in Ottawa County, MI, who have undergone training to learn “The Disney Way” of providing quality customer service. At least in the private sector, competitive forces provide an incentive to emulate outstanding customer service icons like Disney, Starbucks, or Four Seasons Hotels and Resorts. Surely, counties already have a monopoly on their services, many of which are regulatory in nature, and Ottawa County is no exception. If a visiting executive who is searching for a new location within a county has a good customer service experience, it certainly may help his or her decision to locate there. A terrible customer service experience, however, could result in a search for another location. This article presents the Ottawa ways: 1. Ottawa way customer service initiative, 2. management buy-in, 3. the rollout, 4. the hot seat, 5. storyboard treasure trove, 6. the leadership challenge, 7. brain trust follow-up and next steps, 8. and the future.
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Headnote
A Michigan county adopts a customer-centric culture
Does it really make a difference if a local government adopts a customer-centric culture? Yes, say government officials in Ottawa County, Michigan, who have undergone training to learn “The Disney Way” of providing quality customer service.
Ottawa County, Michigan, is located in the southwestern section of the state. Located 174 miles west of Detroit and 150 miles northeast of Chicago, the county includes six cities, 17 townships, and one village within 565 square miles. More than 272,000 residents enjoy famous Lake Michigan beaches and 7,000 acres of county parks.
Ottawa County is also a vacation destination with Holland, Michigan’s Tulip Time festival and Grand Haven’s Coast Guard Festival held during the summer.
Some may wonder about a possible disconnect between the public sector and a Disney-like customer-centric culture. At least in the private sector, competitive forces provide an incentive to emulate outstanding customer service icons like Disney, Starbucks, or Four Seasons Hotels and Resorts. Surely, counties already have a monopoly on their services, many of which are regulatory in nature, and Ottawa County is no exception.
Given its assets, why should the county be concerned with customer service? Responding to this question, a county official noted that the county has earned its reputation largely due to the people who live, visit, and do business with it. As such, it owes great service to visitors, residents, and employees. Besides, it’s just good business.
When a new business locates within a region, for example, the effect on employment is: 1) a direct impact from the jobs provided by the business itself; 2) an indirect impact if the business buys production materials and services locally; and 3) an induced impact or multiplier effect from the flow of wages spent by new employees, which may provide new jobs in other businesses, and in turn, the spending of those wages.
The Michigan Multiplier 2013 (Montgomery Consulting, spring 2013, http://is0.gaslightmedia.com/northernlakeseconomicalliance/_ORIGINAL_/ fs27-1370442191-27000.pdf) reports that Ottawa County’s employment multiplier is 2.12. This means that if a business locates within a county and provides 100 new jobs, 212 additional jobs will be created to support the new business.
If a visiting executive who is searching for a new location within a county has a good customer service experience, it certainly may help his or her decision to locate there. A terrible customer service experience, however, could result in a search for another location.
”Ottawa Way” Customer Service Initiative
After reading the best-selling book The Disney Way, Ottawa County officials contacted the company created by the book’s authors to help the county develop a Disney-like customer service culture. Training began in fall 2012 with the customer service steering team. This group continues to meet monthly to oversee the customer service initiative and to review accomplishments and next steps.
The steering team included key leaders from the 33 departments, offices, courts, and agencies that make up Ottawa County. The first step was total immersion in the Disney Way experience through a series of three, one-half-day workshops over a period of two weeks (see Figure 1).
During initial workshops, the county team came to realize that although the 33 areas ranged from law enforcement to social services, the same Disney Way experience should drive them all. From that point on, Ottawa County’s customer-centric culture would be known as the “Ottawa Way.”
Here are the steering team accomplishments from its initial workshops:
* Developed preliminary dream and vision. Here is the last paragraph of The Ottawa County Customer Service Story: “Imagine a team with a variety of skills-collaborating, engaging one another, and having fun. . .that work to improve, protect and serve their citizens and the environment. This is Ottawa County and you are the Ottawa Way!”
* Identified preliminary values. The customer service value statement reads: “Empowered to Solve Problems with Integrity and Empathy to Inspire Trust.”
* Established preliminary codes of conduct. Examples of Ottawa County codes: “We live the Golden Rule.” “We take accountability for our actions and decisions.” “We create a culture of service in which every customer is valued!”
* Storyboarded potential barriers to the implementation. A storyboard is a visual display and problem-solving technique that captures, organizes, and prioritizes the thoughts and ideas of everyone on the team. This tool was developed by Walt Disney.
* Developed a road map for change. One of the main tasks was the commitment for everyone in the organization to experience the three-day, customercentric culture training.
Management Buy-in
The next step to implementing the Ottawa Way was a three-day leadership workshop for 100 front-line leaders.
Becoming customer-centric is not an activity to be checked off during an annual strategic planning process or a performance review, or briefly communicated in a retreat setting. An organization-wide cultural change driven by top management is required for success. Front-line leaders must not only embrace the new culture, they must also believe they have ownership in its development and results. This was the main focus of the leadership workshop.
Here are the front-line leaders’ accomplishments from the three-day workshop:
* Finalized dream and vision.
* Finalized values.
* Finalized codes of conduct.
* Storyboarded potential barriers to the implementation.
* Understood road map for change.
* Understood the Disney Way experience, which means beginning to live the dream, believe, dare, and implement principles.
The Rollout
Upon completion of the leadership workshop, the steering team planned a three-day “Ottawa Way” experience for all employees. For the ensuing year, approximately 60 to 100 employees per session participated in the training that was facilitated on a monthly basis, with a total of 973 employees completing the training.
Local government managers might question why the training needed to be conducted for three days. Couldn’t the principles required for any new culture be communicated in less than a day? If it was that simple, however, countless organizations would be as magical as Disney.
When employees arrive at the threeday training, they do so with a set of values that has been ingrained in them over the course of their careers. Now they are expected to embrace a new set of values, yet they need time to realize that the old values are no longer the best for the organization as a whole.
Here are the employee accomplishments from the three-day training:
* Participated in the Disney Way Experience.
* Storyboarded potential barriers to the implementation.
* Storyboarded solutions to eliminate key barriers.
The Hot Seat
During the afternoon of the second day of training, participants experienced the “Hot Seat” segment. The county administrator and two of the steering team department heads were members of the Hot Seat panel. Participants were invited to ask the panel any questions pertaining to the Ottawa Way or to County operations.
How the “Hot Seat” benefits the staff: 1) top leaders being available, displaying candor, and demonstrating support to employees; and 2) trust and open communication established between management staff and the workforce.
A question asked at every session was “How can we provide excellent customer service when in government the answer is not and cannot always be yes?”
The answer: It is all about how you treat someone. We use the Golden Rule that stresses that people treat others as they wish to be treated.
Storyboard Treasure Trove
Something of extraordinary and unanticipated benefit resulted from the training. As many as 480 storyboards provided a wealth of information about what county employees think; 452 storyboards displayed concerns that pertained to management and leadership. Lack of trust in management, poor communication, and little coaching and feedback were a few of the topics of concern.
Participants, by way of 1,406 storyboard response cards, communicated that improvements in leadership, empowerment, accountability, encouragement, and setting clear expectations and direction were needed. Lead by example, live the Golden Rule, and provide more feedback were some of the ideas for improvement.
The Leadership Challenge
The storyboard process is an ideal way for leaders to gain anonymous feedback and to engage their entire teams. A powerful way to begin helping leaders to become more effective, which was one of the concerns that emerged through county employee storyboards, is to conduct a leadership storyboard.
As an author of this article and the workshop trainer, I challenged Al to allow his direct reports to participate in this exercise in which they answered the question, “What is the ultimate leader?” After an initial briefing with staff, Al left the room so that they would have total freedom to continue the process by ranking what is most important to them, what Al “does best,” and which areas are “opportunities for improvement.”
Al admitted being a little nervous with the process, but he saw great value in the results. As a next step, both elected and appointed county leaders completed the leadership storyboard process within their own departments.
Brain Trust Follow-up and Next Steps
Ed Catmull, president of Disney and Pixar Animation Studios, was quoted in the book as saying that “A hallmark of a healthy creative culture is that its people feel free to share ideas.”
One of the best ways to produce this type of environment is by establishing a brain trust, which is a group of people who assist, advise, and support one another but do not have authority to make decisions for each other’s teams or departments. In general, the members also help each other become more effective leaders.
The county is on the verge of creating a leadership brain trust, which will be seven groups composed of 15 to 20 middle-management leaders and one facilitator, along with one group of upper management with a facilitator.
Like the leadership storyboard, the brain trust is intended to improve county leaders’ effectiveness. Each leader will complete a self-assessment customer service implementation questionnaire by rating teams in these categories:
* Constant purpose and improvement and forever using the system of customer service.
* Institute training in codes of conduct, customer service values, and quality.
* Believe in elements of the show or customer experience.
* Eliminate fear.
* Break down barriers between departments.
* Remove barriers to pride of workmanship.
Every 10 weeks after the initial meeting, brain trust meetings will be held to provide updates on the progress of implementing Ottawa Way and to help leaders identify and solve problems.
The Future
After the Ottawa Way training sessions were completed in the fall of 2014, the county created an 18-member customer service team with representation from county department operations. With the same lead facilitator, the team can coordinate with the brain trust. Here are team initiatives:
* Determine next steps to customer service training.
* Determine ways to help customers better navigate county buildings and the phone system.
* Find ways of providing more services to residents with the use of technology.
* Implement customer service best practices.
* Implement an ambassador program to assist new employees with on-boarding as they transition to county employment and to create a network, which provides a resource to all employees seeking information on programs, departments, people, buildings, and more.
Early successes have been amazing, particularly considering that the Ottawa Way is still relatively new. A quarterly Outstanding Customer Service Award that began in January 2014 has netted an average of 70 employee nominations each quarter.
A sheriff’s deputy was nominated for a customer service award after issuing a traffic ticket to a motorist. The Public Health Department’s restaurant inspection division, heavily criticized by many restaurants just three years ago, has received 87 customer service nominations from the private businesses they serve. Businesses praised the transition from a highly regulatory “gotcha” attitude to more of an attitude of educating and coaching, thus becoming a valued partner.
These are just a few examples of great stories emerging that celebrate county employees going above and beyond the call of duty. The county references achievements on its website at http://miottawa.org/CustomerService/ outstanding_current.htm.
A few years ago, the notion of having the 33 different areas of the county singing the same customer service tune seemed like an impossible dream; however, as Walt Disney said, “If you can dream it, you can do it.” That is the Disney Way, and now it is the Ottawa Way, too.
Sidebar
Front-line leaders must not only embrace the new culture, they must also believe they have ownership in its development and results.
A quarterly Outstanding Customer Service Award that began in January 2014 has netted an average of 70 employee nominations each quarter.
AuthorAffiliation
AL VANDERBERG is county administrator, Ottawa County, Michigan (avanderberg@miottawa. org). BILL CAPODAGLI is president, Capodagli Jackson Consulting, Winter Garden, Florida ([email protected]) and coauthor of The Disney Way (2nd edition, McGraw-Hill, 2006).
Based on the articles provided, write a theological integration essay.
4 different articles are uploaded.
Please look at good sample papers that are uploaded. Disregard the footnote on paper.
Use simple language. No redundancies.
The essay needs to be clear, focused expositions about a doctrine in dialogue with the required readings from the course. While it is expected that the essays will be personal, present biographical details only briefly, to situate your beliefs in a context. Think of it like being asked, What do you believe about Scripture? and then only having 3-4 minutes to respond.
The task is:
1. to make an argument about a doctrine . . .
Consider:
what is my particular stand on this question?
what is at stake for me in this question? In other words, why does it matter?
2. in dialogue with the assigned readings . . .
Consider:
Which readings do I agree with, and why?
Which readings do I disagree with, and why?
Cite the readings parenthetically, for example, (Smith, 29). Use at least 2 of the required readings in your essay. You may use more than 2 readings.
3. aiming for depth over breadth.
Do not offer a summary of the readings, nor an extended personal narrative about an event or circumstances in your life. The goal here is to take a stand on the issues at stake in the development of a doctrine, and then to argue in agreement or disagreement with the readings to articulate what YOU believe about the topic. Avoid long quotations, since the essays are so short.
Imagine you are the Manager of a Health Information Management Department. The Board of Directors has tasked you with evaluating and interpreting the Joint Commission standards regarding documentation and develop a recommendation on how the facility can ensure compliance with documentation standards.
A patient has requested an amendment to their medical record and the provider does not agree with the amendment language the patient wants. Recommend via policy how you would ensure data integrity and quality of health information exchange
Respond to the quotation below. Be sure to cite the book and to mention events and ideas in the book that would explain Saras views of these issues. Keep in mind that Jesus and his companions were not Christians, much less Catholic or Baptist.
Sara may be well-intentioned, but she and St. Gregorys are going about things the wrong way. Youre not supposed to let just anyone who wants to, take communion, much less pray the words of consecration over toast when your friend and former lover is dying, you dont baptize people after they take communion, you dont baptize children just because they ask, you dont marry a person of the same sex and you dont lay hands on people and pray for them without having received the authority to do so. And the pantry is not church; you need a valid liturgy and authorized clerics for that. Sara has simply allowed her leftist politics, concern for outcasts, and the liberation theology of Jesuits like Martin-Baro to overcome her good sense. People need rules; thats why we have them in the first place. If we dont have rules, people will do whatever they want, and then where will we be?
Miles, Sara. Take This Bread: A Radical Conversion. New York: Ballantine, 2007. Print. ISBN-10: 0-345- 49579-9 ISBN-13: 978-0-345-49579-2
The first assessment component is an individual essay which should be 1500-words (plus or minus 10%).
The individual essay is a 1500 words essay but can go (10% over or 10% under the limit)
Topic:
Review the current hospitality, tourism and event industry in Luzern. So basically go over the current hospitality, the tourism, and event industry in Luzern Switzerland.
Remember to make transitions in between paragraphs and make them well structured. Make sure to make connections and the hospitality industry is growing and you can make connections as like for example since the hospitality industry is growing to 50 million etc people a year Luzern is becoming one of them etc.
VERY IMPORTANT MY PROFESSOR is very big on looking for ENGAGING WITH LITERATURE, engage with the literature. and WELL STRUCTURED, Direct presentation, and DISCUSSION. You can see if you scroll down discussion and liteature and theories are my biggest weights when my prof grades this paper.
MAKE SURE TO USE ONLY ACADEMIC PEER REVIEWED JOURNALS. Academic journals only. no safari, no wikipedia, ONLy academic journlas that have been peer reviewed.
MAKE SURE TO include an abstract of 50-100 words summary of what essay is about.
All my screenshots are the marking criteria. what my prof look for etc. where it says screenshot.
My school uses the MMU Harvard referencing guide. (NOTE) not the school I go to, it is validated by them. I attached a link below here for the quick guide which you should look at also, BUT I ALSO ATTACHED the MMU Harvard Referencing guide for The FULL Guide which includes everything, examples.
https://libguides.mmu.ac.uk/ld.php?content_id=31942815
All my CERT etc…are all my professors presentation slides what he presented to us, please take a look.
Everything after CERT like Walmart, Mindset are examples of my writing styles of previous papers in different school to avoid suspicison of someone’s else work.
He looks for a well discussion, and structure etc. transtion between paragraph.
Grading rubric:
Presentation, Grammar and Spelling: 10%
Discussion: 65%
Application of Theories: 15%
Referencing: 10%
Hi need to write a paper that is 1000-1200 words apa format on the topic of how far should scientists go to modify humans through genetic engineering it has to be plagiarism free and academically sourced three citations four quotations one summary and one paraphrase and must provide opposing arguments this is due Monday
The objective of the real world papers is to give you some practice in looking at the world through a management and organizational behavior lens. For this assignment, you should choose a real-world example of management dynamics and analyze it in terms of the concepts and theories from the textbook(please use theories from chapter 1, 2, 13 and 10). The paper should be a maximum of 3 pages long (12 point font, double-spaced, 1-inch margins).
CONTENT:
1) First, you will identify a real world event or problem that deals with one or a couple of the course concepts or theories covered in the class materials. The example you choose can be drawn from your personal experiences, media coverage of a current event, or a book, television program, or movie (or anywhere else you can think of). Typically, this section is shorter than sections 2 and 3.
2) Second, you should introduce relevant course concept(s), and use the concept(s) to analyze the situation. This is your opportunity to show me that you both a) really understand the research and theory behind the specific concept(s) you choose to bring in and b) can apply them in a persuasive an analytic fashion.
3) You should finally use theory to provide specific recommendations for improvement. For example: what does research say could be improved on? How does research/theory say you could “fix” any problems you described and analyzed? Conversely, how could management sustain “good” practices you described and analyzed?
Remember that your main objective with this paper is to convince me that you both understand the chosen management concept(s)/theory(ies) and can apply it (them) to a real, dynamic situation.
SOME TIPS:
Don’t go overboard with the number of course concepts/theories. It is totally possible to write an excellent paper using only one course concept or theory. Using too many may dilute your message.
Balance simplicity and complexity in choosing your course concepts or theories. Do not choose course concepts that are overly simplistic such as simply providing an example of a team you have worked on in the past to apply the term “team” to a real-life scenario. But you also do not want to become overly complex given the space and restrictions of the assignment.
Show me that you know you are applying a concept: This can be as simple as bolding/underlining/italicizing specific management terms, theory names or concepts.
Be brief: You do not have a lot of time or space to elaborate or to describe your real world event.
Find a newspaper, magazine or blog article that mentions Karl Marx and how he was right or wrong in terms of an economic claim he made. Write a quick one paragraph summary of the article and then quote the claim made by the author. Make sure to include reference or hyperlink to the source you used. Due next Tuesday by noon.
