Benefit Payments to People who Misuse Alcohol

Benefit Payments to People who Mis utilise inebriant presentmentG overnment policies and economic aid for good deal who ill-treatment inebriant raise controversial issues for legislators, policymakers and practiti whizrs alike. Goodman (2007) loftylights that government policy adopts both(prenominal) a carrot and stick court. While individuals who upon advertionatenesss be encour mount upd to seek treatment, on that steering is in any case the threat that for those who choose non to engage in programmes, they run the run a risk of being targeted if they insure in their habituation. Thus those whose intoxi grasst addiction has caused them to lay down involved in criminal/illegal activities and who refuse to engage with intoxicantic drinkic beverageic beverageic drinkic beverage interventions face agencies using enforcement and prosecution if they continue with their behaviours.Harm caused by inebriant is Scotlands biggest health challenge. Changing Scotla nds Relationship with alcohol A Frame prep argon for Action was published to address Scotlands 2.25 billion alcohol rail at line of work. The governments pore is on reducing comprises, recuperation and making sure that battalion who acquire help are identify sooner and cultivateed towards the right assistants (Scottish Government, 2009). In line with this, thither deem been significant intensifys in welfare policies for raft who violate alcohol.thither is no clear of the be of battalion with medicate and alcohol problems receiving kindly work interventions. investigate is usually based on specialised lend oneself teams, for example, teams working with children and families. Research redes that rough 25 per cent of children on child protection registers involve enate alcohol and or dose use. (Advisory Council on the Misuse of medicates (ACMD) 2003) while Hayden (2004) points give away(a) that higher images slang been prepare among children and families s ervice more broadly. Further question highlights that drug and alcohol misuse is prevalent with the umpteen groups of stack genial workers often measures work with, for example, 44 per cent of people with genial ill health use cores in traumaful or hazardous ways (Weaver et al, 2003) and among infantile people aged 14-15, research has shown that presenting alcohol is a regular pass onrence (Institute of Alcohol Studies, 2009). Gender is also an important area in the field of substance misuse with research showing that it is often conceit for it to be worse for a woman to be drunk than a man (Sandmaier, 1992). It would appear that the recognise of alcohol smear whitethorn be different for a man and a woman.My interest in addictions developed whilst on placement with a voluntary physical composition working with young people involved with offending and/or anti affable behaviour. The placement demonstrated the augment in the extent to which drug and alcohol use influen ces the involvement of young people in offending (Rutter et al, 1998). An luck whilst on a mental health placement to work with a woman experiencing severe emotional, behavioural and financial difficulties who was alcohol inter low-level alerted me to the profound make of addiction, the effect of proposed policy budges and to some of the difficulties reckond whilst working with this client group.By 2009, the disparage caused by alcohol and the court to UK society had become a topical debate. unfermented downturns in the UK economic climate coupled with large number of economically inactive individuals and an increase in worklessness created much cause for concern. It was decided to contract this story on alcohol playent service users in light of the new legislation in the UK which aimed to make individuals with health difficulties in getting gage to work.Aims of the ResearchThis research aim is to explore the experiences and perceptions of front line workers regarding the implication of the new Employment and deem gross profit for people who misuse alcohol and the implications this has for social work practice and go away broadly cover issues such(prenominal) asWhat difference, if any, has the introduction of the new Employment and Support Allowance made to work carried go forth with alcohol dependent service users?Should the implementation of this Allowance be subject to specific conditions?What is the experiences of working with alcohol dependent service users?Outline of the dissertationA review of the relevant books is presented in chapter two in request to set the study in its legal, political and practice context. The approach and methods used to learn the data will be explored in chapter three. Chapter four presents and discusses the findings and chapter five presents the final analysis, draws some conclusions and makes some suggestions for future practice and research. All names including the name of the organisation in which the research is based cast off been changed in accordance with confidentiality agreements.Chapter 1 Literature ReviewINTRODUCTIONThis literature review is divided into four sections. function one addresses, understandings of alcohol wickedness. political responses to alcohol demoralize is the focussing of section two. Section three explores the reasons for change and section four discusses practice issues, challenges and plights.The enclosures alcohol addiction, boozing, and alcohol dependence keep the same meaning. No one boundary is more serious than the early(a). Different wrong have evolved over the years to bounce tolerate the negative stigma of addiction. several(prenominal) people are not addicted to drugs or alcohol, solely detestation them. The American Psychiatric Association (DSM-IV) uses specific criteria over a 12 month period to differentiate between dependence and poke fun. If an individual fulfils the criteria for substance habituation frankincensel y a diagnosis of substance abuse does not apply (Petersen McBride, 2002). For the purpose of this research, the term alcohol abuse will be used to describe individuals who abuse alcohol as comfortably as those who are categorised as alcohol dependent.SECTION 1 Understandings of alcohol abuseThe use of alcohol is gigantic standing at heart Western culture. As the research has a focus on alcohol abuse, shareation must be granted to the reasons why such a growth in ebullient drinking startd. The social changes stemming from the industrial revolution are thusly significant. Previous to these, vagarys centred on the view that human beings were thought to be rational and exercised free will in coitus to self enjoyment. Individuals were seen to exercise choiceDrunkenness was a choice, albeit a sinful one, which some individuals made.(Levine, 1978, p146)The apparent motion of people from rural to urban areas because of the need for organised labour together with the growth in pop ulation meant that there were significantly high concentrations of people. sociable problems emerged on an exceptional scale with excessive alcohol consumption and bear ond safety at work issues causing great domain concern. capers relating to alcohol abuse thus became more socially significant.Many theories cost in relation to understanding the causes of alcohol abuse. Early explanations to problems with substance misuse focused on moral issues and the idea that alcohol consumption and ungodliness were united. Individuals who had problems with drink were viewed as being purposeless willed or sinful with treatment focusing on punishment or spiritual conversion (Petersen McBride, 2002, p34*). During the cabaretteenth century, scientific explanations began to emerge in relation to understanding the spread of excessive drinking behaviour in society this was the graduation exercise time that the idea of insobriety as a disorder was considered (Collins, 1990). Applying such a medical examination analysis allowed for a new awareness, understanding and even sympathetic perspective towards alcohol consumption and its alluded problems. extort on the State to ensure that alcoholism was recognised as a sickness which required specific medical attending was right away evident.Petersen McBride (2002) highlight that substance use is different from dependence or addiction. When a person tries a substance once or for the first few times, it is seen as experimental. Substance misuse can also be recreational meaning a person may misuse a substance, for example, alcohol, at times or on a social basis. The individual is seen as dependent if they have developed a dependent pattern on a substance and misuse it continually. Critics point that the disease approach focuses the attention only on the dependent problem drinker, the drinker who is experiencing severe physical and social consequences. Problems can occur at any of these stages with different interventi ons available, for example, the disease model supports the argument for total abstinence and is broadly supported by Alcoholics Anonymous. However this model will not work for everyone. Alternatively, models which focus on harm reduction through controlled drinking, for example, the wheel of change model, are also accepted within drug and alcohol service (Goodman, 2007).Difficulties summon when categorising individuals and in relation to the language used for example what constitutes recreational use? What is the difference between dependence and addiction? The language used within alcohol literature varies greatly. It is assertable for person to be in all three stages at once for example psyche who is dependent on alcohol may recreationally misuse cannabis. There appears to be a move away from socially constructed terms such as addiction, with research highlighting that terms such as addict or lush carry with them a negative connation and are powerful labels. Goodman (2007) p oints turn up that it is better to call a person drug dependent, where the dependency is the compulsion to keep taking drugs.There is no one clear definition of alcohol abuse as a disease. Kessel Walton (1989) highlight that alcoholism is a difficult subject to study and alcoholism is a term with multiple and sometimes conflicting definitions. Defining what constitutes an alcoholic and what constitutes a non-alcoholic is difficult. Collins (1990) highlights thatIt is now accepted that problem drinking constitutes on a continuum, with normal or non-problem drinking at one end and severe dependence at the opposite(Collins, 1990, p49*)Developments in research into dependency have led to risk factors such as stress, social environment, emotional health, genetic predisposition, age, and gender being identified. For example, studies have shown that children natural from alcohol dependent parents who are adopt into families with no dependency issues are at greater risk of bonnie a lcohol dependent than the rest of the population. This would suggest that there is some genetic predisposition to alcohol dependence. Children born and raised by alcohol dependent parents have an even greater rate of suitable alcohol dependent, although here learnt behaviour may also be a factor (ref).Psychological theories such as neighborly Learning Theory relate behaviour to processes that take place within the individuals mind rather than the physical structure of the brain. Behaviour is believed to be conditioned by the expectations of the individual in carrying out a bulgeicular action, for example, immediate of a sudden term effects of alcohol can create feelings of enjoyment or eliminate unpleasant withdrawals. In the want term the advantages of stopping may be less rewarding than the short term gratification of prolonged misuse.Certain studies question the idea of rewarded behaviour and that addiction is a consequence. Chein (1964) found that when normal subjects were given narcotics, although they found the experience pleasurable, they did not become compulsive drug users, suggesting that drugs are not inherently rewarding as Social Learning Theory purports. Furthermore, it was found that a percentage of people who developed dependencies became dependent anyway despite having found the initial drug experience unpleasant. Regardless of these concerns, the conditioning model is well supported and highlights once again that addictive behavior is complex and difficult to place into a single model.Social Learning theory is helpful in explaining the differences in social attitudes to alcohol abuse in women. Sandmaier (1992) surveyed attitudes towards alcohol abuse among four hundred women and men of variable socioeconomic classes, ethnicity and age in the get together States and found that the majority thought it to be worse for a woman to be drunk than a man. Labelling someone as an alcoholic can be stigmatising and affect an individuals self-effi cacy and self-esteem (Goodman, 2007). Attitudes towards drinking are not homogeneous, however the stigma attached to female alcohol abuse significantly shapes the experience, rendering it different from the experience of a man. Alcohol abuse for women threatens societys formed image somewhat women being good mothers or good wives. Problem drinking often goes undetected amongst women out-of-pocket to a fear of condemnation by society. Women experiencing alcohol problems can be viewed as repulsive and disgraceful. Such cultural judgments can therefore adversely affect women seeking help (Sandmaier, 1992, p8).Theories of personality are located somewhere between the biological and psychological with suggestions that authoritative oddballs of people will experience problems with alcohol dependency. The term addictive personality is sometimes used but critics have questioned this, concluding that there is no one type of personality more presumable to abuse substances or develop sub stance dependency (Nathan, 1988). What appears to be more accurate is that specific personality traits have been linked to substance misuse, for example, sensation seeking has been identified as a personality trait that may be common in those who choose to abuse substances (Zuckerman, 1979). devil main schools of thought appear to be evident in relation to understanding alcohol abuse the biological standpoint and a more psychosocial popular opinion structure. It is important to understand that theories go away useable contributions to understanding substance dependence but that no integrated theory exists.As there is no one substance use experience and no one encompassing theory, there can be no one specific response.(Petersen McBride, 2002, p36)What looks apparent is that society, for many years, has had an unsure attitude towards alcohol consumption. Confusion of attitudes inescapably result from shifts among policy makers in line with changes in dominant viewpoints. Predomi nant medical understandings of alcohol abuse which consider alcoholism as a disease justify state intervention such as help through health apportion to address the handicap caused to the body. Whatever the reasons behind substance abuse and dependency, research has shown there to be a huge cost, both financially and to human life.SECTION 2 Political responses to alcohol abuseIn order to explore the States approach to tackling alcohol abuse, ideas around welfare are significant. As a result of the development of alcoholism being recognised as a disease which requires treatment, distinguishable welfare needs have been identified. In reviewing ideas around welfare, the welfare state in the UK differed from preceding schemes of scantiness relief due to its comparatively demesnewide coverage. The Social Insurance and Allied Services Report (1942) (the Beveridge Report) provided the proposals which allowed for the creation of the welfare state. The idea was to provide universal pu blic assistances to all and to address issues such as unemployment, poverty and disease.Critics suggestd that the creation of a welfare state under Beveridges original proposal was excessively expensive, could not be financially maintained after the convey war boom period and would create an unwillingness to work. Since 1979, reforms have been evident across all government sectors with more of an emphasis being placed on the responsibility of the individual. The Social Security Act (1986) brought about major structural changes to the social security system. In relation to benefits, means testing and compulsory conditions to specific benefits were established. For example, invalidity benefit for those who were unable to work due to ill health, which included alcohol dependent service users, was changed to foolishness benefit requiring all but the disadvantageously disabled, below pension age, to become job seekers.This brought about a new culture towards welfare which the newfan gled compass government elected in the 1997 pick were quick to embrace. Alcock et al (2008) highlight that in analysing current political attitudes, an account of social policy now is an account of the shape it has been given by the New Labour Government in power. The Government believes that paid work has many rewards, for example, it increases independence, health and well being. The government wants to provide the opportunity for as many people as possible to access employment and share such rewards. Employment policies occupy a central but controversial place in debates about the future of welfare. offbeat-to work programmes for those who are able to work have been introduced in an attempt to move away from the experient passive benefit system (Alcock et al, 2008, p342). Developments have seen groups that had antecedently not been expected to find paid work, for example, people with disabilities, now being included in this approach. The public assistance Reform Act (2009) which applies to England, Wales and Scotland sets out the model necessary for the future abolition of Income Support, and the movement of claimants of that benefit to Jobseekers Allowance with differing degrees of conditionality, or to Employment and Support Allowance. The Act provides for those who have problems with alcohol to be directed to make, and respect with, a rehabilitation plan.Concern about the negative consequences of alcohol abuse has reached a significantly high point on the current political agenda. At a national level the problems associated with alcohol abuse is recognised as a priority by the Government. local anaesthetic governments have developed their own frameworks for addressing alcohol think harm, for example, Changing Scotlands Relationship with Alcohol A Framework for Action (Scottish Government, 2009).The role alcohol free reins in the UKs miserliness can be both imperative and negative. There are wide-reaching economic benefits derived from alcoh ol and alcohol consumption such as the pro day-dream of employment and valuate revenues. The total value of the UK drinks market exceeds 30 billion. The justification for alcohol excise duties ensures that the consumer directly contributes to any costs that alcohol consumption imposes on society as alcoholic drink is subject to both excise and VAT. Revenue for the Exchequer is substantial and has been increasing for the ending 30 years. The alcoholic drinks industry reports to generate approximately one million jobs across the strong supply chain. The British Beer and Pub Association reports that there are over one million people sedulous in hotels, restaurants, pubs and clubs (Institute of Alcohol Studies, 2008). It is evident that alcohol plays an important role in the success of certain parts of industry in UK society.In relation to the harm caused by alcohol in Scotland, there were over 40,000 hospital admissions in 2007-8 due to alcohol related illness and injury and deaths related to alcohol have more than doubled in the last 15 years. Rates of liver cirrhosis in Scotland are growing faster than anywhere else in the world and life expectancy in some parts of Scotland has fallen significantly short of life expectancy elsewhere. Research suggests that alcohol plays a significant part in these inequalities (Scottish Government, 2009).Research has shown that drinking alcohol in Scotland is a common occurrence for the majority of young people between the ages of 12 and 15 and that the problem with modest drinking is rising (Institute of Alcohol Studies, 2009). If people are drinking at a younger age they are at greater risk of developing dependencies, experiencing health difficulties or becoming economically inactive, all of which will have a bad effect on the economy. To address the problem of underage drinking initiatives and proposals are ongoing. In 2008, certain councils piloted local bans on under-21s using off-licenses. Results indicated that the level of assaults, vandalism and general complaints about young people fell significantly. These pilots were viewed successfully but critics designate that governments need to focus on wider issues such as poverty in order to change Scotlands attitude to alcohol (The Times, 2008).The regulation of the exchange of alcohol has a long memoir in UK society. Whilst the minimum age of eighteen years old to purchase alcohol has remained the same, the variety of outlets licensed to apportion alcohol and the opening times of these has changed dramatically. Tensions exist for government in relation to the deregulation of alcohol along with the wider availability of it and concerns about Scotlands problematic relationship with alcohol. Current government policy appears to be betrothed towards the health benefits of reducing alcohol consumption and dependency and addressing the detrimental effects on health go and other related social problems. This appears to be the Governments focus re gardless of the opportunity to raise substantial revenue through the taxation of alcohol. Such changes in political attitudes towards alcohol abuse have brought about firmer regulations administration the sale and possession of alcohol, for example, The Licensing (Scotland) Act 2005 represents the biggest changes to the Licensing System in Scotland in over thirty years. The Act increases responsibility for those who are involved in the sale of alcohol and places restrictions on drinks promotions, for example, Happy Hours and two-for-one promotions can no longer be used by licensed premises.Recent reforms relate to the Scottish Governments introduction of the Alcohol institutionalize. This Bill proposes a number of measures to trailer truck alcohol-related harm including a 40 pence per unit minimum price (Scottish Government, 2009). However critics argue that pricing measures will not tackle the underlying reasons why people drink harmfully. Changes in regulations have came about to address issues such as public disorder and underage drinking as alcohol abuse is significantly linked to these.Law and order and health are just some of many Government departments which are affected by alcohol-related harm. The total cost to UK society is vast. The National Social Marketing vegetable marrow in 2007 estimated a cost 55.1 billion. This estimate was composed of 21 billion cost to individuals and families/households, 2.8 billion cost to public health and care function, 2.1 billion cost to the Criminal Justice System, Education and Social Services, 7.3 billion cost to employers (includes days alienated to affects of alcohol abuse) and 21.9 billion in human cost ( decreased quality of life adjusted years) (House of Commons, 2009). The increasing cost of alcohol abuse and related concerns are therefore expose considerations for government.SECTION 3 Need for change?During this time of economic recession, the government is paying significant attention to welfare ref orm. Government publications such as Raising Expectations and Increasing Support Reforming Welfare for the Future (2008) detail plans for the future as part of New Labours vision for a personalised welfare state.There appears to be a number of reasons why the government wants to increase employment levels, helping to explain why the governments focus has been on welfare reforms. The rate of worklessness, that is, those free from the labour market, for example, alcohol-dependent and economically inactive individuals is significant. The Office for National Statistics (2009) reported that the number of working-age people in workless households in April-June 2009 reached 4.8 million. This was a rise of 500,000 from the previous year. The number of workless households with children reached 1.9 million, highlighting a rise of 170,000. The percentage of households in which no adults worked also increased by 1.1 percentage points from the previous year. These s reflect the highest rates si nce 1999 and the highest year-on-year increase since 1997. Increasing the number of economically active in society is crucial for government as they parentage the economically dependent.Worklessness is linked to poor health and poverty and both poverty and worklessness are intergenerational a working household is not only less likely to be in poverty, but also children vivacious in the household are less likely to be in poverty as adults (Centre for Longitudinal Studies, 2007). Some argue that benefit payments accompanied with weak or no work expectations trap the very people they are supposed to help. Worklessness and the increasing cost of alcohol abuse are therefore key considerations for current government and help to explain reasons for change.Recognition that the number of people over state pension age has exceeded the number of children has raised government concerns. The dilemma of an ageing population has caused alarm for both public and private sectors, for example, conc erns relate to pensions, the size of the workforce and the capacities of the health and social services.Alcock et al (2008) point outFor governments, high rates of employment boost tax revenues, reduce spending on social security benefits and make it easier to fund other social policies and meet the pass judgment costs of an aging population(Alcock et al., 2008, p.311).The Department for Work and Pensions (DWP) points out that the new Employment and Support Allowance focuses on enabling disabled people and individuals with a health condition to engage in appropriate work, if they are able. The government has indicated that over 2.6 million people depend on incapacity benefits in the UK and that nine out of ten new claimants say that they want to return to work. The government cites this as one of the reasons why change has occurred (DWP, 2008).The idea that alcohol dependent service users are required to find suitable work raises questions about the availability, types of jobs and the level of pay required to help families out of poverty. Alcoholism is seen to have both direct and indirect effects on earnings and employment. Productivity and dependableness in the labour market can be affected by the physical and mental health problems linked with alcohol dependency. That is, sickness, hangover or late arrivals are work characteristics that lead to reduced reliability and productivity. Indirect effects relate to a possible deprivation of education if a dependency has prevented an individual from completing or advancing at school. This possible lack of education could lead to refuse wages and a limited selection of jobs. Difficulties in maintaining employment may also be experienced by individuals who are alcohol dependent, as reduced reliability leads to job loss and decreased employability. Consequently the lack of work experience can lead to light wages and earnings (MacPherson, 1998). However, having someone in work does not necessarily mean the househo ld will not be poor thus, debates continue in relation to the role that employment policies play in reducing poverty.The new Employment and Support Allowance places obligations upon disabled people, including alcohol dependent individuals judged to be undecided of work. Creating ideas that centre on having norms which is to be in full time paid work is perhaps stigmatising and disadvantaging to those people whose capabilities mean they have to work less or at a slower rate.Critics would argue that the new system will make it difficult for individuals to refuse a job if they consider it beneath their dignity, thus raising questions about the value of liberty in our society. Increasing the degree of conditionality in the benefit system could perhaps add strength to the argument that in any case often poor people can be treated as though they have no right to pursue a career of their choice, how to deal time between family responsibilities or work outside their home or how to meet t heir family responsibilities. Some would argue that poor people do not conform to the same minimum respect as other citizens (Young, 2002).SECTION 4 Practice issues, challenges and dilemmasSome people with disabilities need extra resources, equipment or personal care to function independently and/or benefit from welfare-to-work government policies. In relation to people who misuse alcohol and claim Employment and Support Allowance on the grounds of incapacity, this section will hear some of the current practice issues and the main challenges and dilemmas that can arise.Many people with substance misuse issues appear to lack serious motivation to change behaviour that could be described as self-destructive. In relation to what works to motivate people to change, research has shown that scare tactical manoeuvre and confronting individuals are likely to lead to a defensive reaction, whilst labeling an individual as an alcoholic or addict is unhelpful and does not support the person to change (Goodman, 2007). Setting goals is important, but for any assistance to be successful, such goals must be a shared aspiration between the individual and worker. How successful the new system will be in helping people who misuse alcohol return to work will perhaps be more related to how well it works with individuals in assessing what they are capable of and how effective it is in assessing what help and support service users need to manage their condition, rather than the increasing conditionality and penalties.The Welfare Reform Act (2009) gives Job Centre advisers the power to assess individuals for alcohol problems and to force those with a dependency to undergo treatment. Individuals who refuse will lose benefits. Critics argue that job Centre advisers do not have the training for this role, and that specialised drug and alcohol professionals would need to carry out such assessments. There is also concern whether drug and alcohol services have the resources to deal wit h the increased number of perhaps, involuntary clients. The charity Alcohol Concern estimates that only one in 18 individuals who have an alcohol dependency can to access treatment (Hunter, 2009).The focus on what works best with alcohol and drug problems is of great importance. Challenges arise from frustrations felt by workers seeing people with alcohol or drug problems repeatedly in and out of the revolving door of services. Attempting to change a long term pattern of drinking is extremely difficult, with research showing that several or more attempts can be required. Petersen and McBride (2002) highlighted thatThe softness to stop using drugs and especially the inability to avoid returning to use are at the heart of what we mean by addiction. In this respect, the problem of retrograde is one of the defining take ins of the addictive disorders(Petersen and McBride, 2002, p189)If drop off is a defining feature of the addictive disorder, how do welfare changes which make more c ondition and create more complex systems incorporate this known feature of the addiction cycle? Dilemmas arise in relation to the new system and the lack of sensitivity to the particular conditions such as alcohol abuse with its relapse and periodic down periods. Critics point out that an individuals alcohol dependency might be an indication that he or she is struggling to cope and that removing benefits could have detrimental effects. Removing or reducing alcohol dependent service users benefits could create more strain in their lives and make their alcohol issues worse. This, in turn, would be less likely to help individuals in getting back to work, and therefore the new system would have achieved the opposite of its intended purpose. How individuals wouldBenefit Payments to People who Misuse AlcoholBenefit Payments to People who Misuse AlcoholIntroductionGovernment policies and assistance for people who misuse alcohol raise controversial issues for legislators, policymakers and p ractitioners alike. Goodman (2007) highlights that government policy adopts both a carrot and stick approach. While individuals who misuse substances are encouraged to seek treatment, there is also the threat that for those who choose not to engage in programmes, they run the risk of being targeted if they continue in their addiction. Thus those whose alcohol addiction has caused them to become involved in criminal/illegal activities and who refuse to engage with alcohol interventions face agencies using enforcement and prosecution if they continue with their behaviours.Harm caused by alcohol is Scotlands biggest health challenge. Changing Scotlands Relationship with Alcohol A Framework for Action was published to address Scotlands 2.25 billion alcohol misuse problem. The governments focus is on reducing costs, recovery and making sure that people who need help are identified sooner and directed towards the right services (Scottish Government, 2009). In line with this, there have be en significant changes in welfare policies for people who misuse alcohol.There is no clear of the number of people with drug and alcohol problems receiving social work interventions. Research is usually based on specialised practice teams, for example, teams working with children and families. Research suggests that approximately 25 per cent of children on child protection registers involve parental alcohol and or drug use. (Advisory Council on the Misuse of drugs (ACMD) 2003) while Hayden (2004) points out that higher estimates have been found among children and families services more broadly. Further research highlights that drug and alcohol misuse is prevalent with the many groups of people social workers often work with, for example, 44 per cent of people with mental ill health use substances in harmful or hazardous ways (Weaver et al, 2003) and among young people aged 14-15, research has shown that drinking alcohol is a regular occurrence (Institute of Alcohol Studies, 2009). G ender is also an important area in the field of substance misuse with research showing that it is often thought for it to be worse for a woman to be drunk than a man (Sandmaier, 1992). It would appear that the experience of alcohol abuse may be different for a man and a woman.My interest in addictions developed whilst on placement with a voluntary organisation working with young people involved with offending and/or anti social behaviour. The placement demonstrated the increase in the extent to which drug and alcohol use influences the involvement of young people in offending (Rutter et al, 1998). An opportunity whilst on a mental health placement to work with a woman experiencing severe emotional, behavioural and financial difficulties who was alcohol dependent alerted me to the profound effects of addiction, the effect of proposed policy changes and to some of the difficulties experienced whilst working with this client group.By 2009, the harm caused by alcohol and the cost to UK society had become a topical debate. Current downturns in the UK economic climate coupled with large number of economically inactive individuals and an increase in worklessness created much cause for concern. It was decided to focus this study on alcohol dependent service users in light of the new legislation in the UK which aimed to support individuals with health difficulties in getting back to work.Aims of the ResearchThis research aim is to explore the experiences and perceptions of front line workers regarding the implication of the new Employment and Support Allowance for people who misuse alcohol and the implications this has for social work practice and will broadly cover issues such asWhat difference, if any, has the introduction of the new Employment and Support Allowance made to work carried out with alcohol dependent service users?Should the implementation of this Allowance be subject to specific conditions?What is the experiences of working with alcohol dependent servic e users?Outline of the dissertationA review of the relevant literature is presented in chapter two in order to set the study in its legal, political and practice context. The approach and methods used to collect the data will be explored in chapter three. Chapter four presents and discusses the findings and chapter five presents the final analysis, draws some conclusions and makes some suggestions for future practice and research. All names including the name of the organisation in which the research is based have been changed in accordance with confidentiality agreements.Chapter 1 Literature ReviewINTRODUCTIONThis literature review is divided into four sections. Section one addresses, understandings of alcohol abuse. Political responses to alcohol abuse is the focus of section two. Section three explores the reasons for change and section four discusses practice issues, challenges and dilemmas.The terms alcohol addiction, alcoholism, and alcohol dependence have the same meaning. No one term is more serious than the other. Different terms have evolved over the years to overcome the negative stigma of addiction. Some people are not addicted to drugs or alcohol, but abuse them. The American Psychiatric Association (DSM-IV) uses specific criteria over a 12 month period to differentiate between dependence and abuse. If an individual fulfils the criteria for substance dependency then a diagnosis of substance abuse does not apply (Petersen McBride, 2002). For the purpose of this research, the term alcohol abuse will be used to describe individuals who abuse alcohol as well as those who are categorised as alcohol dependent.SECTION 1 Understandings of alcohol abuseThe use of alcohol is long standing within Western culture. As the research has a focus on alcohol abuse, consideration must be given to the reasons why such a growth in excessive drinking emerged. The social changes stemming from the industrial revolution are therefore significant. Previous to these, ideas centred on the view that human beings were thought to be rational and exercised free will in relation to self enjoyment. Individuals were seen to exercise choiceDrunkenness was a choice, albeit a sinful one, which some individuals made.(Levine, 1978, p146)The movement of people from rural to urban areas because of the need for organised labour together with the growth in population meant that there were significantly high concentrations of people. Social problems emerged on an exceptional scale with excessive alcohol consumption and related safety at work issues causing great public concern. Problems relating to alcohol abuse thus became more socially significant.Many theories exist in relation to understanding the causes of alcohol abuse. Early explanations to problems with substance misuse focused on moral issues and the idea that alcohol consumption and ungodliness were linked. Individuals who had problems with drink were viewed as being weak willed or sinful with treatment focu sing on punishment or religious conversion (Petersen McBride, 2002, p34*). During the nineteenth century, scientific explanations began to emerge in relation to understanding the spread of excessive drinking behaviour in society this was the first time that the idea of alcoholism as a disease was considered (Collins, 1990). Applying such a medical analysis allowed for a new awareness, understanding and even sympathetic attitude towards alcohol consumption and its related problems. Pressure on the State to ensure that alcoholism was recognised as a disease which required specific medical attention was now evident.Petersen McBride (2002) highlight that substance use is different from dependence or addiction. When a person tries a substance once or for the first few times, it is seen as experimental. Substance misuse can also be recreational meaning a person may misuse a substance, for example, alcohol, occasionally or on a social basis. The individual is seen as dependent if they ha ve developed a dependent pattern on a substance and misuse it continually. Critics argue that the disease approach focuses the attention only on the dependent problem drinker, the drinker who is experiencing severe physical and social consequences. Problems can occur at any of these stages with different interventions available, for example, the disease model supports the argument for total abstinence and is broadly supported by Alcoholics Anonymous. However this model will not work for everyone. Alternatively, models which focus on harm reduction through controlled drinking, for example, the wheel of change model, are also accepted within drug and alcohol services (Goodman, 2007).Difficulties arise when categorising individuals and in relation to the language used for example what constitutes recreational use? What is the difference between dependence and addiction? The language used within alcohol literature varies greatly. It is possible for someone to be in all three stages at o nce for example someone who is dependent on alcohol may recreationally misuse cannabis. There appears to be a move away from socially constructed terms such as addiction, with research highlighting that terms such as addict or alcoholic carry with them a negative connation and are powerful labels. Goodman (2007) points out that it is better to call a person drug dependent, where the dependency is the compulsion to keep taking drugs.There is no one clear definition of alcohol abuse as a disease. Kessel Walton (1989) highlight that alcoholism is a difficult subject to study and alcoholism is a term with multiple and sometimes conflicting definitions. Defining what constitutes an alcoholic and what constitutes a non-alcoholic is difficult. Collins (1990) highlights thatIt is now accepted that problem drinking exists on a continuum, with normal or non-problem drinking at one end and severe dependence at the other(Collins, 1990, p49*)Developments in research into dependency have led to risk factors such as stress, social environment, emotional health, genetic predisposition, age, and gender being identified. For example, studies have shown that children born from alcohol dependent parents who are adopted into families with no dependency issues are at greater risk of becoming alcohol dependent than the rest of the population. This would suggest that there is some genetic predisposition to alcohol dependence. Children born and raised by alcohol dependent parents have an even greater rate of becoming alcohol dependent, although here learnt behaviour may also be a factor (ref).Psychological theories such as Social Learning Theory relate behaviour to processes that take place within the individuals mind rather than the physical structure of the brain. Behaviour is believed to be conditioned by the expectations of the individual in carrying out a particular action, for example, immediate short term effects of alcohol can create feelings of enjoyment or eliminate unpleas ant withdrawals. In the long term the advantages of stopping may be less rewarding than the short term gratification of prolonged misuse.Certain studies question the idea of rewarded behaviour and that addiction is a consequence. Chein (1964) found that when normal subjects were given narcotics, although they found the experience pleasurable, they did not become compulsive drug users, suggesting that drugs are not inherently rewarding as Social Learning Theory purports. Furthermore, it was found that a percentage of people who developed dependencies became dependent anyway despite having found the initial drug experience unpleasant. Regardless of these concerns, the conditioning model is well supported and highlights once again that addictive behavior is complex and difficult to place into a single model.Social Learning theory is helpful in explaining the differences in social attitudes to alcohol abuse in women. Sandmaier (1992) surveyed attitudes towards alcohol abuse among four h undred women and men of varying socioeconomic classes, ethnicity and age in the United States and found that the majority thought it to be worse for a woman to be drunk than a man. Labelling someone as an alcoholic can be stigmatising and affect an individuals self-efficacy and self-esteem (Goodman, 2007). Attitudes towards drinking are not homogeneous, however the stigma attached to female alcohol abuse significantly shapes the experience, rendering it different from the experience of a man. Alcohol abuse for women threatens societys formed image about women being good mothers or good wives. Problem drinking often goes undetected amongst women due to a fear of condemnation by society. Women experiencing alcohol problems can be viewed as repulsive and disgraceful. Such cultural judgments can therefore adversely affect women seeking help (Sandmaier, 1992, p8).Theories of personality are located somewhere between the biological and psychological with suggestions that certain types of people will experience problems with alcohol dependency. The term addictive personality is sometimes used but critics have questioned this, concluding that there is no one type of personality more likely to abuse substances or develop substance dependency (Nathan, 1988). What appears to be more accurate is that specific personality traits have been linked to substance misuse, for example, sensation seeking has been identified as a personality trait that may be common in those who choose to abuse substances (Zuckerman, 1979).Two main schools of thought appear to be evident in relation to understanding alcohol abuse the biological standpoint and a more psychosocial belief structure. It is important to understand that theories provide useful contributions to understanding substance dependence but that no integrated theory exists.As there is no one substance use experience and no one encompassing theory, there can be no one specific response.(Petersen McBride, 2002, p36)What looks appa rent is that society, for many years, has had an ambivalent attitude towards alcohol consumption. Confusion of attitudes inevitably result from shifts among policy makers in line with changes in dominant viewpoints. Predominant medical understandings of alcohol abuse which consider alcoholism as a disease justify state intervention such as help through health care to address the damage caused to the body. Whatever the reasons behind substance abuse and dependency, research has shown there to be a huge cost, both financially and to human life.SECTION 2 Political responses to alcohol abuseIn order to explore the States approach to tackling alcohol abuse, ideas around welfare are significant. As a result of the development of alcoholism being recognised as a disease which requires treatment, distinguishable welfare needs have been identified. In reviewing ideas around welfare, the welfare state in the UK differed from previous schemes of poverty relief due to its relatively universal coverage. The Social Insurance and Allied Services Report (1942) (the Beveridge Report) provided the proposals which allowed for the creation of the welfare state. The idea was to provide universal benefits to all and to address issues such as unemployment, poverty and disease.Critics argued that the creation of a welfare state under Beveridges original proposal was excessively expensive, could not be financially maintained after the post war boom period and would create an unwillingness to work. Since 1979, reforms have been evident across all government sectors with more of an emphasis being placed on the responsibility of the individual. The Social Security Act (1986) brought about major structural changes to the social security system. In relation to benefits, means testing and compulsory conditions to specific benefits were established. For example, invalidity benefit for those who were unable to work due to ill health, which included alcohol dependent service users, was change d to incapacity benefit requiring all but the severely disabled, below pension age, to become job seekers.This brought about a new culture towards welfare which the New Labour government elected in the 1997 election were quick to embrace. Alcock et al (2008) highlight that in analysing current political attitudes, an account of social policy now is an account of the shape it has been given by the New Labour Government in power. The Government believes that paid work has many rewards, for example, it increases independence, health and well being. The government wants to provide the opportunity for as many people as possible to access employment and share such rewards. Employment policies occupy a central but controversial place in debates about the future of welfare. Welfare-to work programmes for those who are able to work have been introduced in an attempt to move away from the old passive benefit system (Alcock et al, 2008, p342). Developments have seen groups that had previously not been expected to find paid work, for example, people with disabilities, now being included in this approach. The Welfare Reform Act (2009) which applies to England, Wales and Scotland sets out the framework necessary for the future abolition of Income Support, and the movement of claimants of that benefit to Jobseekers Allowance with differing degrees of conditionality, or to Employment and Support Allowance. The Act provides for those who have problems with alcohol to be directed to make, and comply with, a rehabilitation plan.Concern about the negative consequences of alcohol abuse has reached a significantly high point on the current political agenda. At a national level the problems associated with alcohol abuse is recognised as a priority by the Government. Local governments have developed their own frameworks for addressing alcohol related harm, for example, Changing Scotlands Relationship with Alcohol A Framework for Action (Scottish Government, 2009).The role alcohol pla ys in the UKs economy can be both positive and negative. There are wide-reaching economic benefits derived from alcohol and alcohol consumption such as the provision of employment and tax revenues. The total value of the UK drinks market exceeds 30 billion. The justification for alcohol excise duties ensures that the consumer directly contributes to any costs that alcohol consumption imposes on society as alcoholic drink is subject to both excise and VAT. Revenue for the Exchequer is substantial and has been increasing for the last 30 years. The alcoholic drinks industry reports to generate approximately one million jobs across the whole supply chain. The British Beer and Pub Association reports that there are over one million people employed in hotels, restaurants, pubs and clubs (Institute of Alcohol Studies, 2008). It is evident that alcohol plays an important role in the success of certain parts of industry in UK society.In relation to the harm caused by alcohol in Scotland, the re were over 40,000 hospital admissions in 2007-8 due to alcohol related illness and injury and deaths related to alcohol have more than doubled in the last 15 years. Rates of liver cirrhosis in Scotland are growing faster than anywhere else in the world and life expectancy in some parts of Scotland has fallen significantly short of life expectancy elsewhere. Research suggests that alcohol plays a significant part in these inequalities (Scottish Government, 2009).Research has shown that drinking alcohol in Scotland is a common occurrence for the majority of young people between the ages of 12 and 15 and that the problem with underage drinking is rising (Institute of Alcohol Studies, 2009). If people are drinking at a younger age they are at greater risk of developing dependencies, experiencing health difficulties or becoming economically inactive, all of which will have a detrimental effect on the economy. To address the problem of underage drinking initiatives and proposals are ong oing. In 2008, certain councils piloted local bans on under-21s using off-licenses. Results indicated that the level of assaults, vandalism and general complaints about young people fell significantly. These pilots were viewed successfully but critics argue that governments need to focus on wider issues such as poverty in order to change Scotlands attitude to alcohol (The Times, 2008).The regulation of the sale of alcohol has a long history in UK society. Whilst the minimum age of eighteen years old to purchase alcohol has remained the same, the variety of outlets licensed to sell alcohol and the opening times of these has changed dramatically. Tensions exist for government in relation to the deregulation of alcohol along with the wider availability of it and concerns about Scotlands problematic relationship with alcohol. Current government policy appears to be tailored towards the health benefits of reducing alcohol consumption and dependency and addressing the detrimental effects on health services and other related social problems. This appears to be the Governments focus regardless of the opportunity to raise substantial revenue through the taxation of alcohol. Such changes in political attitudes towards alcohol abuse have brought about firmer regulations governing the sale and possession of alcohol, for example, The Licensing (Scotland) Act 2005 represents the biggest changes to the Licensing System in Scotland in over thirty years. The Act increases responsibility for those who are involved in the sale of alcohol and places restrictions on drinks promotions, for example, Happy Hours and two-for-one promotions can no longer be used by licensed premises.Recent reforms relate to the Scottish Governments introduction of the Alcohol Bill. This Bill proposes a number of measures to tackle alcohol-related harm including a 40 pence per unit minimum price (Scottish Government, 2009). However critics argue that pricing measures will not tackle the underlying reaso ns why people drink harmfully. Changes in regulations have came about to address issues such as public disorder and underage drinking as alcohol abuse is significantly linked to these.Law and order and health are just some of many Government departments which are affected by alcohol-related harm. The total cost to UK society is vast. The National Social Marketing Centre in 2007 estimated a cost 55.1 billion. This estimate was composed of 21 billion cost to individuals and families/households, 2.8 billion cost to public health and care services, 2.1 billion cost to the Criminal Justice System, Education and Social Services, 7.3 billion cost to employers (includes days lost to affects of alcohol abuse) and 21.9 billion in human cost (reduced quality of life adjusted years) (House of Commons, 2009). The increasing cost of alcohol abuse and related concerns are therefore key considerations for government.SECTION 3 Need for change?During this time of economic recession, the government i s paying significant attention to welfare reform. Government publications such as Raising Expectations and Increasing Support Reforming Welfare for the Future (2008) detail plans for the future as part of New Labours vision for a personalised welfare state.There appears to be a number of reasons why the government wants to increase employment levels, helping to explain why the governments focus has been on welfare reforms. The rate of worklessness, that is, those detached from the labour market, for example, alcohol-dependent and economically inactive individuals is significant. The Office for National Statistics (2009) reported that the number of working-age people in workless households in April-June 2009 reached 4.8 million. This was a rise of 500,000 from the previous year. The number of workless households with children reached 1.9 million, highlighting a rise of 170,000. The percentage of households in which no adults worked also increased by 1.1 percentage points from the pre vious year. These s reflect the highest rates since 1999 and the highest year-on-year increase since 1997. Increasing the number of economically active in society is crucial for government as they fund the economically dependent.Worklessness is linked to poor health and poverty and both poverty and worklessness are intergenerational a working household is not only less likely to be in poverty, but also children living in the household are less likely to be in poverty as adults (Centre for Longitudinal Studies, 2007). Some argue that benefit payments accompanied with weak or no work expectations trap the very people they are supposed to help. Worklessness and the increasing cost of alcohol abuse are therefore key considerations for current government and help to explain reasons for change.Recognition that the number of people over state pension age has exceeded the number of children has raised government concerns. The dilemma of an ageing population has caused alarm for both public and private sectors, for example, concerns relate to pensions, the size of the workforce and the capacities of the health and social services.Alcock et al (2008) point outFor governments, high rates of employment boost tax revenues, reduce spending on social security benefits and make it easier to fund other social policies and meet the anticipated costs of an aging population(Alcock et al., 2008, p.311).The Department for Work and Pensions (DWP) points out that the new Employment and Support Allowance focuses on enabling disabled people and individuals with a health condition to engage in appropriate work, if they are able. The government has indicated that over 2.6 million people depend on incapacity benefits in the UK and that nine out of ten new claimants say that they want to return to work. The government cites this as one of the reasons why change has occurred (DWP, 2008).The idea that alcohol dependent service users are required to find suitable work raises questions about t he availability, types of jobs and the level of pay required to help families out of poverty. Alcoholism is seen to have both direct and indirect effects on earnings and employment. Productivity and reliability in the labour market can be affected by the physical and mental health problems linked with alcohol dependency. That is, sickness, hangover or late arrivals are work characteristics that lead to reduced reliability and productivity. Indirect effects relate to a possible lack of education if a dependency has prevented an individual from completing or advancing at school. This possible lack of education could lead to lower wages and a limited selection of jobs. Difficulties in maintaining employment may also be experienced by individuals who are alcohol dependent, as reduced reliability leads to job loss and decreased employability. Consequently the lack of work experience can lead to lower wages and earnings (MacPherson, 1998). However, having someone in work does not necessar ily mean the household will not be poor thus, debates continue in relation to the role that employment policies play in reducing poverty.The new Employment and Support Allowance places obligations upon disabled people, including alcohol dependent individuals judged to be capable of work. Creating ideas that centre on having norms which is to be in full time paid work is perhaps stigmatising and disadvantaging to those people whose capabilities mean they have to work less or at a slower rate.Critics would argue that the new system will make it difficult for individuals to refuse a job if they consider it beneath their dignity, thus raising questions about the value of autonomy in our society. Increasing the degree of conditionality in the benefit system could perhaps add strength to the argument that too often poor people can be treated as though they have no right to pursue a career of their choice, how to allocate time between family responsibilities or work outside their home or h ow to meet their family responsibilities. Some would argue that poor people do not receive the same minimum respect as other citizens (Young, 2002).SECTION 4 Practice issues, challenges and dilemmasSome people with disabilities need extra resources, equipment or personal care to function independently and/or benefit from welfare-to-work government policies. In relation to people who misuse alcohol and claim Employment and Support Allowance on the grounds of incapacity, this section will examine some of the current practice issues and the main challenges and dilemmas that can arise.Many people with substance misuse issues appear to lack serious motivation to change behaviour that could be described as self-destructive. In relation to what works to motivate people to change, research has shown that scare tactics and confronting individuals are likely to lead to a defensive reaction, whilst labeling an individual as an alcoholic or addict is unhelpful and does not support the person t o change (Goodman, 2007). Setting goals is important, but for any assistance to be successful, such goals must be a shared aspiration between the individual and worker. How successful the new system will be in helping people who misuse alcohol return to work will perhaps be more related to how well it works with individuals in assessing what they are capable of and how effective it is in assessing what help and support service users need to manage their condition, rather than the increasing conditionality and penalties.The Welfare Reform Act (2009) gives Job Centre advisers the power to assess individuals for alcohol problems and to force those with a dependency to undergo treatment. Individuals who refuse will lose benefits. Critics argue that job Centre advisers do not have the training for this role, and that specialised drug and alcohol professionals would need to carry out such assessments. There is also concern whether drug and alcohol services have the resources to deal with the increased number of perhaps, involuntary clients. The charity Alcohol Concern estimates that only one in 18 individuals who have an alcohol dependency can to access treatment (Hunter, 2009).The focus on what works best with alcohol and drug problems is of great importance. Challenges arise from frustrations felt by workers seeing people with alcohol or drug problems repeatedly in and out of the revolving door of services. Attempting to change a long term pattern of drinking is extremely difficult, with research showing that several or more attempts can be required. Petersen and McBride (2002) highlighted thatThe inability to stop using drugs and especially the inability to avoid returning to use are at the heart of what we mean by addiction. In this respect, the problem of relapse is one of the defining features of the addictive disorders(Petersen and McBride, 2002, p189)If relapse is a defining feature of the addictive disorder, how do welfare changes which make more condition and create more complex systems incorporate this known feature of the addiction cycle? Dilemmas arise in relation to the new system and the lack of sensitivity to the particular conditions such as alcohol abuse with its relapse and periodic down periods. Critics point out that an individuals alcohol dependency might be an indication that he or she is struggling to cope and that removing benefits could have detrimental effects. Removing or reducing alcohol dependent service users benefits could create more strain in their lives and make their alcohol issues worse. This, in turn, would be less likely to help individuals in getting back to work, and therefore the new system would have achieved the opposite of its intended purpose. How individuals would

Human rights and indian armed forces in low intensity

Human matures and indian fortify chargets in crushed metierCHAPTER I insertionA bullet fired by the security quarters becomes a massacre by the security forces every execution of a terrorist or insurgent is attributed as a colossal failure of securityThe quote above describes the piazza to a lower place which thousands of arm forces soulnel, deployed to fight the anti national and anti social elements in low intensity battle operations in the North Eastern region for everyplace five decades and for two decades in Jammu Kashmir.One of the greatest threats to the future(a) of Indian democracy is terrorism which has almost become a way of life in the North Eastern states. Pakistan has been waging a proxy war in Jammu Kashmir since 1989. She has been infiltrating armed militants and promoting insurgency on a very large scale. Failure of the civilised administration to control the situation has led to the deployment of the armed forces in low intensity conflict operation s. Though, the security forces have been able to bring the situation under control, at the same cartridge clip has also brought up the issues of violation of valet de chambre rights from age to time. The situation at present is that, while there is an increasing and widespread demand for clement rights observance of by the security forces operational in low intensity conflict operations environment under fortify Forces peculiar(a) Powers routine, gross violations of the same by the insurgent, militant and separatist organisations continue unabated.In the novel past the demand for repealing of The gird Forces Special Powers suffice has considerably increased. This act is rap musicd to be a draconian law which violates the prefatorial rights of gentle beings guaranteed to them by the various readyings of the constitution and transnational laws and conventions. gird Forces Special Powers identification number was enacted by the Parliament for the outgrowth time in 19 58, to deal with authorized serious threats to the integrity of the nation from nearly separatist organisations in some of the North Eastern states. Under similar conditions this act was promulgated in Punjab in 1980s and in the state of Jammu Kashmir in 1990.Some deal and organisations believe that arm Forces Special Powers characterization is the single most factor for the benignants rights violations. authentic international organisations have also voiced their opinion in favour of the repeal of this act. However, it needs an in depth study to ascertain whether Armed Forces Special Powers dissemble is however causing humane rights violations and its repeal will sponsor in reducing the same. METHODOLOGYStatement of the ProblemArmed Forces Special Powers Act is perceived to be one of the major reasons for human rights violations in low intensity conflict environment. Repeal of Armed Forces Special Powers Act will help in reduction of human rights violations in these a tomic number 18as. Justification for the StudyInternal security environment has been deteriorated in various parts of the country since long cod to ongoing low intensity conflict operations in their various skeletal frames. Insurgency, militancy and terrorism are the result of some of the peculiar socio political situations, some of which are also engineered and abetted by our adversaries. These problems have led to increased involvement of the armed forces to assist the civil administration in maintaining the law and order situation in various parts of the country. Emergence of media especially electronic media and some human rights organisations have resulted into increased aware(p)ness of the human rights in the societies. Human rights reports from time to time have indicated that a number of human rights ab expenditures have taken place despite extensive constitutional and statutory safeguards. Violation of human rights by security forces has also been reported by m whatsoeve r organisations. Since a very large number of armed forces are deployed in low intensity conflict operations in various parts of the country, the study of the subject is of great relevance. In much(prenominal) a scenario, it is imperative that all members of the armed forces be aware of the various aspects of human rights so that they are respected at all times and also to avoid allegations of violation of human rights while operating in low intensity conflict operations.ScopeThe scope of this paper is to study the model and provision of human rights in International Declarations and Indian Constitution, judicial aspects of workplace of armed forces in low intensity conflict operations, Armed Forces Special Powers Act, Armed Forces Special Powers Act and human rights violations, recommendations on repeal/review of Armed Forces Special Powers Act and recommended measures to prevent human rights violations in low intensity conflict operations environment.Methods of Data Collection The library of the Defence Services rung College, precies and handouts issued by the Defence Services Staff College, interaction with some prominent personalities, conduct of opinion poll at Defence Services Staff College and articles from the net profit has been the source of information and data used in this paper. A bibliography of sources has been appended at the end of the dissertation as Appendix A.PreviewIt is proposed to study the subject by analysing and evaluating the following aspects-Origin and concept of human rights.Universal Declaration on Human planthts and provision of human rights in Indian Constitution.Legal aspects of low intensity conflict operations and Armed Forces Special Powers Act.Armed Forces Special Powers Act and human rights violations.Recommendations on repealing of Armed Forces Special Powers Act.Remedial measures to prevent human rights violations.Conclusion.CHAPTER IIORIGIN AND CONCEPT OF HUMAN RIGHTSReferences of the concept of basic human right s can be found in recorded history and ancient scriptures. In India the concept of human rights can be traced down to the Vedic times. There are m whatever references in Vedas which throw light on the existence of human rights . The Rig Veda refers to three civil rights, the liberty of body (Tana), dwelling house (Skridhi) and life (Jibhasi). The importance of the freedom of the individual in a state and rules of war, one form of human rights has been described in Mahabharata. Artha Shastra elaborates on civil and legal rights first formulated by Manu which also include economic rights. In India, the modern variance of human rights jurisprudence has taken birth at the time of British rule. The origin of this ideal lies in the struggle for freedom against the British rulers.Modern historians reference point the origin of the concept to Magna Carta 1521 AD. On close examination it would be seen that Magna Carta was a petition urging the King to concede certain rights to particular s ection of the people. Its circumscribe had neither the universality nor direct relevance to common mans basic freedom. The term Human refines was introduced in the join States Declaration of Independence in 1776. The French shutdown in 1789 ushered in the Declaration of Rights of Man and Citizen. Much later in 1929, the Institute of International Law, New York, USA, prepared a Declaration of Human Rights and Duties. In 1945, the Inter American Conference passed a resolution seeking the establishment of an international forum for the furtherance of human rights of mankind.The World War II force the required attention towards human rights. The atrocities committed on ethnic grounds by the Axis Powers shocked the conscience of the international community. The United Nations finally title the Universal Declaration of Human Rights in 1948.Modern human rights can be categorised into three generations of rights. The first generation rights are concerned with the civil and political rights of the individual or the liberty oriented rights. The second-generation rights are those which are security oriented and provide social, economic and cultural securities. Third generation of human rights include the environmental and developmental rights. They are relatively of recent origin. They have evolved in response to various new concerns over which international consensus has emerged in recent years. The concept of human rights is based on equal and inalienable rights of all human beings freedom, justice and peace in the world. These are sometimes also called complete or basic rights. These are often set out in the constitution of the nation. All member countries of the United Nations have pledged themselves to achieve, in co-operation with the United Nations, the promotion of universal respect for and observance of human rights and fundamental freedoms.The concept of human rights would include the following-Equality and justice for all, elimination of various distin ctions between one human being and an separate whatsoeverwhere and on any ground whatsoever.No one to be held without any charge or trial.Right to be produced before a magistrate with 24 hours of arrest.Rights to fair and prompt trial.Freedom from torture or ill treatment by any agency resistance from sexual violations.Rights to life and to be treated humanely, no killings, particularly of innocent person and not even inhuman behaviour.Freedom from arbitrary and unlawful coercion.Rights against any or all other excesses.CHAPTER IIIUNIVERSAL DECLARATION ON HUMAN RIGHTS AND PROVISION OF HUMAN RIGHTS IN INDIAN CONSTITUTIONThe United States delineate human rights in a policy document in 1978, which says, Freedom from arbitrary arrest and imprisonment, torture, unfair trial, cruel and unusual punishment and invasion of privacy, rights to food, shelter, wellness care, education, freedom of thought, speech, assembly, religion, press, movement and participation in Government.The United N ations Organisation in keeping with its charter to promote respect for fundamental freedom and human rights for all without any distinction, came out with an International Bill of Human Rights consisting of the following-Universal Declaration of Human Rights, 1948. The International Covenant on Civil and semipolitical Rights, 1966. The International Covenant of Economic Social and Cultural Rights, 1966.The Optional Protocol (1966) providing for the right of the individual to petition international agencies.The principle on which the above are based are-All human beings, without distinction have been brought within the scope of human rights instruments.Equality of application without distinction of race, sex, language or religion. furiousness on international cooperation for implementation. Provision of Human Rights in Indian Constitution. India is a signatory to the various conventions proclaimed by the United Nations Organisation. The Constitution of India guarantees to every citi zen the basic human rights and fundamental freedom and gives due prominence in the form of fundamental rights enumerated in part III of the constitution and are also somatic as Directive Principles of State Policy . The important aspects are- Right to equality.)Right to freedom.Right against exploitation.)Right to freedom of religion.Cultural and educational rights.Right to constitutional remedies.CHAPTER IV levelheaded ASPECTS OF LOW INTENSITY CONFLICT OPERATIONS AND ARMED FORCES SPECIAL POWERS ACTGeneral. The armed forces have been engaged in counter insurgency operations especially in North Eastern states of India since 1958 and in Jammu Kashmir since early nineties. It is the constitutional responsibility of the army to ensure the integrity of the country both from external aggression as well as internal disturbances when the internal situation becomes serious and gets beyond the capabilities of the civil administration.Legal Provisions. Several legal provisions exist to provi de legal powers and protection to the armed forces to execute internal security duties and aid to civil authoritiesx. These provisions are enumerated below-Armed Forces (Special Powers) Ordinance, 1947.Armed Forces (Special Powers) Act, 1958. Provisions of Criminal agency Code (CrPC), 1973, ( section 45)Constitution of India, oblige 246 vis a vis the Commission of Inquiry Act, 1952.The Unlawful Activities (Prevention) Act 1967.Indian Arms Act 1959.Indian Penal Code (IPC). The Nagaland trade protection Regulation, 1962.Armed Forces Special Powers ActBackground. To meet the situation arising in certain parts of India on account of the partition of the country in 1947, the Government of India issued quatern ordinances viz., Bengal stressed Areas (Special Powers of Armed Forces) Ordinance, 1947 (Act 11 of 1947), Assam Disturbed Areas (Special Powers of Armed Forces) Ordinance, 1947 (Act 14 of 1947), East Punjab and Delhi Disturbed Areas (Special Powers of Armed Forces) Ordinance, 1947 (Act 17 of 1947) and United Provinces Disturbed Areas (Special Powers of Armed Forces) Ordinance, 1947 (Act 22 of 1947). These ordinances were replaced by the Armed Forces (Special Powers) Act, 1948 being Act 3 of 1948. It was repealed by Act 36 of 1957. The present act was enacted by the Parliament in 1958 and it was known initially as Armed Forces (Assam and Manipur) Special Powers Act, 1958. The act was preceded by an ordinance called Armed Forces (Assam and Manipur) Special Powers Ordinance, 1958 promulgated by the President of India on 22 May 1958. The act employ to the entire state of Assam and the union territorial dominion of Manipur. After the new states of Arunachal Pradesh, Meghalaya, Mizoram, and Nagaland came into being, the act was appropriately adapted to apply to these states in 1972. As originally enacted, the power to herald an area to be a disturbed area was conferred only upon the state governments. By Act 7 of 1972, however, such a power was conferred concurrently upon the telephone exchange Government. This act was enacted in the state of Punjab in 1980s and in Jammu Kashmir in 1990. The Preamble to the act, as amended, reads as Act to enable special powers to be conferred upon members of the armed forces in disturbed areas in the states of xxxxx (as applicable).The Act and its Provisions. The provisions of the act are similar to those of the first passed in 1958. The basic features of the act are as follows-Section 1. This section states the name of the act and the areas to which it extends. Section 2. This section sets out the definition of the act. Sub section (a). the armed forces were defined as Military forces and air forces operating as land forces, and includes any other armed forces of the union so operating. Sub section (b). It defines a disturbed area as An area which is for the time being declared by notification under section 3 to be a disturbed area.Sub section (c). It states that all other words and expression s used but not defined in the act will have the meanings assigned to them in the Army Act of 1950 or agate line Force Act 1950. Section 3. It grants the power to declare an area disturbed to the Central Government and the governors of the state. Governor of that state or the administrator of that union territory or the Central Government, as the case may be, may, by notification in the official gazette, declare the whole or such part of such state or union territory to be a disturbed area. Section 4. It enumerates the special powers of the armed forces, which are deployed in a state or a part of the state to act in aid of civil power. The section reads that any commissioned officer, warrant officer, non-commissioned officer or any other person of equivalent rank in the armed forces may, in a disturbed area, Sub section (a). If he is of opinion that it is necessary so to do for the maintenance of public order, after giving such due warning as he may consider necessary fire upon or differently use force, even to the causing of death, against any person who is acting in contravention of any law or order for the time being in force in the disturbed area prohibiting the assembly of five or more persons or the carrying of weapons or of things capable of being used as weapons or of firearms, ammunition or explosive substances.Sub section (b). If he is of opinion that it is necessary so to do, destroy any arms dump, prepared or modify position or shelter from which armed attacks are made or are likely to be made or are attempted to be made, or any structure used as training camp for armed volunteers or utilised as a hideout by armed gangs or absconders wanted for any offence.Sub section (c). Arrest, without warrant, any person who has committed a cognizable offence or against whom a reasonable distrustfulness exists that he has committed or is more or less to commit a cognizable offence and may use such force as may be necessary to effect the arrest.Sub section ( d). Enter and research without warrant any premises to make any such arrest as aforementioned(prenominal) or to recover any person believed to be wrongfully restrained or confined or any property reasonably suspected to be stolen property or any arms, ammunition or explosive substances believed to be unlawfully kept in such premises, and may for that purpose use such force as may be necessary. Section 5. This section states that that any person arrested and taken into custody under this act shall be handed over to the officer-in-charge of the nearest jurisprudence force station with least feasible delay, together with a report of the circumstances occasioning the arrest.Section 6. This section confers a protection upon the persons acting under the act. No suit, prosecution or other legal proceeding can be instituted against such person in respect of anything done or purported to be done in exercise of the powers conferred by this act, except with the previous sanction of the Ce ntral Government.g.Section 7.Repeal and saving.7. country and Donts for Armed Forces Special Power Act. Army Headquarters has issued certain Dos and Donts to be followed by the members of the armed forces while operating under Armed Forces Special Powers Act. As per direction of the irresponsible Court, the forces operating under this act shall stay fresh and abide by the following directives in the course of operations under the act-Dos8.Actions before Operations. Act only in areas declared Disturbed area under section 3 of the act. Power to open to fire using force or arrest is to be exercised under this act only by an officer /junior commissioned officer/ and non commissioned officer Before lunching any raid/search, definite information about the militant to be obtained from the local civil authorities. As far as possible co-opt representative of local civil administration during the raid.9.Actions during Operations. In case of extremity of opening fire and using any force aga inst the suspect or any person acting in contravention to law and order, ascertain first that it is essential for maintenance of public order. Open fire only after due warning. Arrest only those who have committed cognisable offence or who are about to commit cognisable offence or against whom a reasonable ground exists to prove that they have committed or are about to commit cognisable offence. Ensure that troops under command do not harass innocent people, destroy property of the public or unnecessarily enter into the house/dwelling of people not connected with any unlawful activities.Ensure that women are not searched/arrested without the presence of female patrol. Women should be search by female police only.10.Actions after Operations. After arrest prepare a list of the persons so arrested. Handover the arrested persons to the nearest police station with least possible delay. While handing over to the police a report should accompany with detailed circumstances occasioning t he arrest.Every delay in handing over the suspects to the police must be justified and should be reasonable depending upon the place, time of arrest and the terrain in which such person has been arrested. Least possible delay may be 2-3 hours extendable to 24 hours or so depending upon a particular case.After raid/search operations make out a list of all arms, ammunition or other incriminating material/ documents taken into possession.All such arms, ammunition, store etc should be handed over to the police station along with the seizure memorandum. contain receipt of persons and arms/ ammunition, stores etc so handed over to the police. Make record of the area where operation is launched, having the date, time and the persons participating in such raids.Make a record of the commander and other officer/ junior commissioned officer/ and non commissioned officer forming part of such force.Ensure medical relief to any person injured during the encounter. If any person dies in the encoun ter his dead body be handed over immediately to the police along with the enlarge leading to such death.11. Dealing with Civil Court. Direction of the high coquet/ absolute Court to be promptly attended to. Whenever summoned by the court, decorum of the court must be maintained and proper respect paid. Answer questions of the court politely and with dignity.Maintain detailed record of the entire operation correctly and explicitly.Donts Do not keep a person under custody for any period longer than the bare necessity for handing over to the nearest police station.Do not use any force after having arrested a person except when he is trying to escape. Do not use third full stop method to extract information or to extract confession or other involvement in unlawful activities. After arrest of a person by the member of the armed forces, the member of the armed forces shall not interrogate him. Do not release the person directly after apprehending on your own. If any person is to be re leased, he must be released through civil authorities. Do not tamper with official records.The armed forces shall not take bottom a person after he is handed over to the civil police.CHAPTER VARMED FORCES SPECIAL POWERS ACT AND HUMAN RIGHTS VIOLATIONGenMany human rights organisations including United Nations Human Rights Organisation are demanding repeal of Armed Forces Special Powers Act very strongly. They allege this act to be draconian and responsible for major portion of the human rights violations. As per these organisations unprecedented powers have been given to the armed forces under this act, which contravene many of the constitutional provisions and international law standards. They blame that the act is illegal in many respects.Argument Against Legality of Armed Forces Special Powers ActVarious human rights organisations have pointed out many shortcomings of the Armed Forces Special Powers Act and blame it to be illegal. Some of the important aspects are enumerated in succeeding paragraphs. Indian Laws. Several cases challenging the constitutionality of Armed Forces Special Powers Act are pending before the Supreme Court. The following provisions of the Indian laws are alleged to be contravened by this act- Violation of Right to Life. Article 21 of the Indian Constitution guarantees the right to life to all citizens of the country. This right is violated by section 4 of this act.Violation of Right of Equality.Article 14 of the Indian Constitution guarantees equality before law. People residing in disturbed areas are denied this right due to provision of section 6 of the act which prevents citizen from filing a suit against the member of armed forces without the sanction of the Central Government. Violation of Protection Against Arrest and Detention. Under section 22 of the Constitution, any person arrested should be conscious of the causes for the arrest and also he/she should be produced before a magistrate within 24 hours of arrest. This act v iolates both these provisions as the armed forces detain people for days and months at times.Preventive Detention Law. If the detention of arrested persons beyond 24 hours is defended on grounds of Preventive Detention Law, it still violates the provision of the law. As per provision of this law any person arrested without a warrant cannot be held for more than three months. Any detention longer than three months has to be reviewed by an consultative board. No such provision has been incorporated in Armed Forces Special Powers Act.The Indian Criminal Procedure Code (CrPC).The Criminal Procedure Code describes the procedures that the police is to follow for arrests, searches and seizures. Armed forces are not trained on these procedures and hence do not follow them. Criminal Procedure Code also advocates use of minimum force to disperse any assembly. No such provisions exist in Armed Forces Special Powers Act.An executive magistrate or a police officer not below the rank of a sub in spector is is authorised to disperse any unlawful assembly. In Armed Forces Special Powers Act every member of the armed forces less a sepoy has been authorised to do the same job. Criminal Procedure Code does not state use of force to disperse an assembly to the extent of causing death unless they are accused of an offence punishable by death. The same provision does not apply to Armed Forces Special Powers Act. Lack of Remedy to the Victim. Section 6 of Armed Forces Special Powers Act violates the provision of section 32(1) of the constitution that state the right to move to the Supreme Court in case any violation of his basic rights guaranteed by the constitution. State of Emergency. Armed Forces Special Powers Act grants the state of emergency powers to the armed forces without declaring a state of emergency as prescribed in the constitution.International Laws. Human rights organisations like United Nations Human Rights Commission claim that Armed Forces Special Powers Act viola tes the various provisions of United Nations Universal Declaration on Human Rights and many other International Laws. They include violation of the rights of free and equal dignity, non discrimination, life, security, no torture, equality before law, no arbitrary arrests etc. Some of the important aspects of International Laws are given in the succeeding paragraphs-International Covenant on Civil and Political Rights (ICCPR). As per provisions of International Covenant on Civil and Political Rights some of the rights of the citizens e.g. right to life, prohibition of torture etc remain non derogable even in case of emergencies. Armed Forces Special Powers Act violates both derogable and non derogable rights. International Covenant on Civil and Political Rights also guarantees that any person who is arrested has the right to know the reason for his arrest. This provision is also violated by the Armed Forces Special Powers Act as no armed forces authorities are make to inform the per son the reasons for his/her arrest. International Customary Law. The Armed Forces Special Powers Act violates the United Nations Code of Conduct for Law Enforcing Officials in terms of use of force including use of fire arms in addition to the various other provisions which are repetitive of similar provisions in other international laws.Legal Analysis of Armed Forces Special Power Act In depth analysis of Armed Forces Special Powers Act brings out that the arguments of various human rights organisations on the act being illegal are biased and are misinterpreted. Analysis of the act brings out the following facts- Legality of the Act. Armed Forces Special Powers Act was enacted by the Parliament in 1958 as per the procedures and powers invested on it by the Indian Constitution. Hence this act is absolutely legal. The legality of this act has also been upheld by the Supreme Court in its verdict in the case of Naga Peoples Movement of Human Rights versus Union of India, challenging t he legality of the act on 27 November 1997.Misunderstanding of Armed Forces Special Powers Act. A large portion of population does not have a clear understanding of the act. All actions of human rights violation including those by police organisations, assam rifles and other paramilitary forces are also thought to have occurred due to this act. Interpretation of Special Power.The term Special Power in the name of this act is often misunderstood and misinterpreted. There is no special power vested to the armed forces through this act. All provisions of section 4 of this act are vested to the police authorities even in peace time. Police can also arrest a person without a warrant when the person is accused of committing a cognisable offence. History has numerous accounts of k

Key Factors Affecting Customer Retention Marketing Essay

Key Factors Affecting client Redecadetion Marketing EssayThe objectives of this dissertation argon to examine the enchant of the interaction amidst e genuinelyplace totally satis pointion with serve up n superstar, crop quality, pricing, and shift key barriers on client holding at Apollo Education and Training Organization. The study started with an effrontery which all above elements have direct impacts on guest retention and crucial to retain students in conflicting owned education signs. It can be seen from the results that there is a substantiating family between product quality, renovation quality, price, node bliss and shimmy barriers with guest retention. The sample size of this quantitative research included 104 current adult students at Apollo Hanoi. Building on the quantitative aspects questionnaire was designed to examine the client retention, serve up quality, product quality, price, guest propitiation and shimmying barriers and to generalize the finding to the large population. There be too limitations as well as incoming research implications at the end of this research study. Furthermore, the descriptive analysis is utilize to analyze the conclusion to which the factors affect customer retention.Customer retention is an of the essence(p) element of a foreign owned education firm in todays increasingly emulous environment. Management must identify and improve upon factors that can limit customer defection. These include switching barriers and customer satisfaction with emolument quality, product quality, pricing.Clearly, there argon compelling arguments for management to sleeplessly consider the factors that big businessman increase customer retention rates. A lot of studies have forceful the significance of customer retention in the indus decide bid banking or hospitalism much(prenominal) as Dawkins and Reichheld, 1990 Marple and Zimmerman, 1999 Page et al., 1996 Fisher, 2001. However, there has been cu rt effort to investigate factors that might lead to customer retention in education firm. Most of the studies have focalizeed on the impact of individual constructs, without attempting to link them in a toughie to just explore or explain retention. If retention criteria are not well managed, customers might still leave their suppliers, no matter how hard bankers try to retain them.Keywords Customer retention, Service Quality, Product Quality, Customer Satisfaction, Switching Barrier.Chapter 1 Overview of the researchBackground of ResearchDespite of the existing difficulties of the economy, in 2011 and 2012, education form one of the few positive increment areas. harmonize to experts it is imputable to the stable development of education. Peoples development needs are increasing their level of investment in learning is increasing too. This investment is not interrupted by fear, worried active funding on the contrary, students can save more other expenses to devolve on their studies or their children.In the field of education, it can be said that in 2012 a lot of unfermented English language centers are opened. The principal(prenominal) reason is that English is more and more important, becoming obligatory recruitment requirements of numerous enterprises.According to the survey, using English proficiently helps graduate students quickly convey a job and receive two meters higher(prenominal) wages compared to non-English speaking candidate. Therefore, parents will not hesitate to invest in their children English learning at the prestigious center from an early age. More blue and white collared workers will enroll with the purpose of increasing salary, in inject.Apollo Vietnam, which was founded in 1994, is the first fully foreign owned English language training company in Vietnam and an affiliate ofInternational House a well established and trusted name in English teaching. With the slogan Where the best become go, Apollo continues to strive to m aintain the high standard English teaching organization in Vietnam.Apollo has made and continues to make a lot of regions to Vietnamese society such as scholarships for students, fun learn English and teachers training for local schools and several well-known and well-loved television shows, for example, The Golden Bell, The thoroughfare to Olympia and Connect Youths.Apollo has seven moder centers based in Ho Chi Minh, Ha Noi, Da Nang, Hai Phong and offers a variety of educational programs and servicings, such as existence logical arguments ( including English for Young Learners, Teens, braggys, IELTS TOEFL iBT), Corporate English, School Partnership Program and Overseas Study Services.Apollos has a lot of achievements in education and training, recognized by the Vietnamese Government and the United KingdomFirst foreign organization that has received two campaign medals for the Cause of Education from the Vietnamese Ministry of Education and TrainingIn2008, Apollos Chairman of the Board of Directors, Mr. Khalid Muhmood, was also awarded the MBE (Member of the British Empire) by Queen Elizabeth II for providing international-standard English training in Vietnam.Apollo is collaborating with leading endorsers, such as Cambridge University, DOET,Nokia, Fahasa, Nestle, Prudential and many more.Apollo is also the English content provider for popular game shows in Vietnam like Peak to Olympia, Golden Bell, Hot VTeen, and Doremi.Apollo has different courses designed for public students at Apollo at different ages, especially for adult. Please have look at Appendix 6 for more details.Problem Statement and Research QuestionsIn new-made years, a lot of English language centers with huge capital and investment are opened putting Apollo in the fiercer competition with absolute existing competitors like British Council, Language Link, ILA, ACET, RMIT,Clever Learn, Oxford English UK, as well as new entrants such as Alphabest, AMA,etc. As a result, fewer new custome rs are being pursued by an increasing number of service providers. Under those circumstances, a large share of a firms resources must be devoted to the drink customer base in companionship to make them cheerful and retain them.One significance of customer retention is its close relationship to the companys continued survival, and to strong future growth. Hence, for a company, to maintain a stable network level when competition is fierce, a defensive strategy which strives to retain existing customers is more important than an truculent one, which expands the size of the overall market by inducing potential customers (Fornell, 1992).Apollo currently has a good student retention rate of young learner segment, about 80%, whereas for adult segment in recent years, its only around 50% (Figure 2). As it can be seen from Figure 1, Apollo had from 640 to 700 adult student turns from 2009 until present and one forth of companys public revenue comes from those adult students which means that each month a lot of revenue shouldnt have lost if more careful flyerments and priorities are drawn to adult segment. As a service company, no one likes the fact that 50% of adult students leave after enrolling one course at Apollo. Therefore, Apollo should try to find out the reasons why they leave and solutions to retain more current adult students.Figure 1 Apollos Average Number of Adult Students from 2009 to 2012 (source internal document)Figure 2 Apollo Adult Studentss Retention Rate from 2009 to 2012 (source internal document)There is a large number of literature about customer unwaveringty, customer satisfaction solely not many studies are concentrated on the specific topic of customer retention. Moreover, there are many different characters in the context of English training service by foreign company compared to the regular service. Part of my job relates to retaining existing adult students at Apollo. Gaining better discretion of how to retain adult students at Apo llo will not only help me to work more efficiently but also make small contribution to companys development.The research questions that are discussed in this thesis are as belowWhat are the main determinants and influencers of customer retention at Apollo Hanoi?How can these factors and determinants be developed and evaluated at Apollo Hanoi?Hence, the primary purpose of this study is to investigate the strategies at Apollo Hanoi to increase customer retention. After reading the link literature, as discussed above, it was found out that it would be more appropriate to answer these questions by designing a pretending to square up customer retention.Thesis ObjectivesThis study explores the impacts that improvements in switching barriers and overall customer satisfaction by improving product or English course quality, service quality, price could have on customer retention at Apollo Hanoi, as it is a key indicator of customer retention, which in turn affects profit.On one hand, this thesis would be an opening to the further researches according to the related area, and on the other hand, this study whitethorn have many limitations. There are other factors influencing customer retention, apart from factors suggested in this thesis such as, the demographic characteristics of customers, their life cycles, and their usage pattern of English courses, that would be studied in future researches.The general objective of the research was to examine the extent to which key indicators affecting customer retention are having an impact on Apollo Hanoi and identify steps that Apollo Hanoi should take, if proven necessary.The research is more specifically aimed toFind out the reasons why left students ended the relationship with ApolloDiscover what factors are most important to encourage students study the next level at Apollo according to customers perspectivesIndicate the level of satisfaction of adult students with such factors at Apollo HanoiFind out whether switching b arriers has strong pith on students conclusiveness to stayPresent recommendations to Apollo Hanoi on how to enhance its customer retentionThesis scope and limitationsScopeThis research was restrict to Apollo Hanoi due to the limited reach of the researcher who will be conducting his research and equaled desire for control over the research process apart from these limitations.LimitationsTimeThe researcher faced time constraints in the process of collecting data. As a result, many aspects of the research had to be accommodative of other activities going on at Apollo Hanoi, which included a survey the company had issued forcing the issuing of the questionnaire for this research to be delayed to avoid over questioning of adult students.FinanceThe researcher was constrained financially. This primarily attributed to the fact that the research was primarily self-sponsored. As a result, certain value adding aspects of the research could not be administered effectively.Data CollectionApo llo management was not in a position to disclose all the information requested due to lack of availability of the information as requested and the inability of the company to disclose all documents as they are.The researcher also experienced problems with adult students, as many were reluctant to fill in the survey and answer the questions in interviews.Thesis expressionMy thesis will be divided into six chaptersIntroductionLiterature ReviewMethodologyEmpirical FindingsRecommendations and conclusionsIn the introduction chapter, the background information such as brief information of foreign education in general and English training in detail in Vietnam, objectives of my research, hypotheses will be presented.In literature review chapter, the related theories will be introduced.Methodology chapter will explain the research techniques and methods.Empirical Findings, data analysis, recommendations and conclusions will show the actual and equanimous data and results of this research. Conceptual frameworkProduct QualityOverall Customer SatisfactionPriceCustomer retentionService QualitySwitching barriersCHAPTER 2 Literature ReviewCustomer retentionCustomer retention plays a rattling important role in organizations economic portfolio. It is the act of keeping customers resulting from service quality and customer satisfaction (Ross 1995). Companies should be interested in retaining customers, though, for the following reasons (Reichheld 1996)Getting new customers can toll five times more than the cost involved in satisfying and retaining current customers. It needs a lot of effort to induce conform to customers to switch from their current suppliers to others.The average company loses ten percent of its customers per year.A five percent decrease in the customer defection rate can increase profits by 25 percent to 85 percent, depending on the industry.The customer profit rate tends to increase over the life of the retained customer.According to Werner and Kunar 2 000, retention may lead to increased profit over time if there is a forced ongoing relationship or an inertia driven relationship if be of maintenance decrease over time at a faster rate than revenues. It is further argued that focus on customer devotion can provide general commercial advantages due to the following reasonsCustomers cost less to retain than to acquire.A loyal customer will commit more to its chosen supplier.About half the new customers come from referrals from existing customers/ clientsThe concept of customer retention comes from the concept of customer orientation or customer focused marketing, which calls for organizing the company towards the satisfaction of the customer needs. Ideally this requires that the oblation should focus on the customer and his needs and/or expectations.Weinstein Johnson (1999) recommended that at least 75% of an organizations marketing budget should be spent on customer retention strategies and strengthening these relationships. Be sides this realization, there is a general lack of focus on customers profitability is still king (Ross 1995). Most firms focus a satisfying amount of resources to attract and acquire new customers, instead of keeping the existing ones. It is generally thought that once a customer is acquired, keeping the customer is unbiased through superior products and services (Payne 2006, 2). Ross (1995) continued to claim that a focus on cash flow and short-term profits is not something wrong, but long profit and market share both require a base of satisfied customers which are retained by a focus on satisfaction with product quality, service quality, pricing and creating high switching barriers.We notice that customer retention is a concept that requires management to focus on customers by analyzing the indicators that forge their satisfaction with services.Key factors affecting customer retentionRetention depends on how it is measured and presented, but even more on the expectations and targets set for the activity. Therefore, the need for having a model which determines the customer retention influencers so as to evaluate them is essential for such a firm to be successful in the competitive markets.As mentioned before, a model will be developed based on the previous researches for evaluating different factors which influence customer retention and this model will be applied for Apollo Hanoi. Earlier studies of factors affecting customer retention usually concentrate on customer satisfaction and the switching barriers (e.g., Dick Basu, 1994 Gerpott, Rams, Schindler, 2001 Lee Cunningham, 2001). It is studied that customers experiencing a high level of satisfaction are promising to remain with their existing providers and maintain their relationship with the firm. However, according to some research, customer satisfaction, while positively influencing customer retention, is not always a sufficient condition, and, in some cases, fails to produce the expected effec ts. Hence, these researchers suggest that it is necessary to analyze other potentially influential factors. It is in this context that the concept of the switching barrier was proposed (Jones, Mothersbaugh, Betty, 2002).Furthermore, it has been demonstrated that the switching barrier plays the role of an adjustment variable in the interrelationship between customer satisfaction and customer retention. In other words, when the level of customer satisfaction is identical, the level of customer retention can change depending on the magnitude of the switching barrier.Hence, many studies have been done on the subject of customer retention and loyalty. They developed models so as to determine different factors influencing customer loyalty and retention. The main model that was developed in these studies is a result of an empirical causal model is as below. It will also be used in this researchCustomer RetentionOverall Customer SatisfactionSwitching BarriersFigure 1 Determinants of custom er retention, model by Kim, et. al., 2003Each factor contains some variables like switching barriers which include switching cost, interpersonal relationship, attractiveness of alternatives, service recoveryThe education firms must maximize customer satisfaction and the switching barrier in order to enhance customer retention. In particular, they must focus on service quality, product quality, pricing policy and offer customer-oriented services to improve customer satisfaction. At the same time, efforts to raise the switching barrier must be built for a long-term relationship.Customer satisfactionCustomer satisfaction roots from a comparison between customers expectations and experiences. It means positive reaction to a service experience. If the customers perceived experience matches the expectations, customers are assumed to be satisfied. If the preceding expectations were higher than the derive of the service, the customers are considered to be disappointed and or dissatisfied. (Ylikoski 2000, 109).Stock (2005, 59) argued that customer satisfaction is an important driver of organizational work and a key component of competitive strategies and sustainable advantage .Therefore, in market driven economy, measuring customer satisfaction is very important and customer satisfaction is essensial to the firms survival, growth and success (Guo et al., 2004, 141). According to the marketing concept, customer needs are essentially satisfied by integrated marketing, with the intention to satisfy customers while earning profit the basic idea is that satisfied customers will be more likely to repurchase, leading to increased sales and market share for the company (Innis and La Londe, 1994, 2). Hence, to achieve long-term business success, it is live to keep customers happy (Stank et al., 1997, 2).Customer satisfaction has been considered as the main element for customer retention in a lot of researches, and has consequently moved to the forefront of relational marke ting approaches (Rust and Zahorik 1993). According to Anderson and Sullivan (1993), the more satisfied customers are, the higer is their retention. On the other hand, there are studies and publications where the relationship between satisfaction and retention has been noted not to be so straightforward (Hennig-Thurau and Klee 1997). In some industries, customer satisfaction scores tend to correlate with retention whereas in other industries, there is little or no correlation (Lowenstein 1995, 11-12).Kotler (2003, 73) stated that firms should measure satisfaction frequently, because customer satisfaction is the key to customer retetion. The highly satisfied customer stays loyal longer, purchases more from the firm, talks favorably, pays less attention to competing brands, is less sensitive to price, offers ideas to the company, and costs less to serve than new customers, because transactions are routine. Customers will defect if they are very dissatisfied, dissatisfied, or even indi fferent. Hence, firms have to frequently survey their customers level of satisfaction and target to create very satisfied customers, because they are most likely to stay loyal to the firm. According to Bolton (1998), the level of satisfaction explains a significant portion of explained difference in the duration of service provider -customer relationship, comparable to the effect of price. Besides, Bolton stated that it was a common misconception that organizations which focus on satisfaction are failing to manage customer retention. Furthermore, managers and researchers might have underestimated the importance between customer satisfaction and retention due to the complexity of the relationship between these factors.In a research by Ranaweera and Prabhu (2003), it was argued that while satisfaction may be an important driver for retention, it only does not ensure service loyalty trust, switching barriers, and emotional response such as inertia and indifference might also affect ret ention. In their research, Ranaweera and Prabhu adopted a holistic approach to examine the combined effects of satisfaction, trust, and switching barriers in a continuous purchasing setting. The findings denoted that customer satisfaction and trust have strong and positive effects on customer retention, although the effects of trust on retention are weaker than that of satisfaction. The results also be that switching barriers have a significant effect on customer retention. According to the research, it is proved that satisfaction is the main driver of customer retention buy if trust is absent, satisfaction will have less impact on retention.The correlation between satisfaction and customer retention is not usually as simple and straightforward as stated before. Reichheld et al. (2000) argued that a concept called the satisfaction trap is represented while it may seem nonrational that increasing customer satisfaction will push retention and therefore profits, the facts are opposite as 60 percent and 80 percent of customers who defect say they were satisfied or very satisfied with their former supplier. According to Storbacka et al. (1994), customer satisfaction is only one dimension in increasing relationship strength strong relationships can be dependent or perceived of contextual bonds that function as exit barriers. It is brisk to understand that contextual barriers can generate latent dissatisfaction which emerges as the importance of the contextual bonds reduces. The article ends arguing that the relationships are remarkably different between different individual consumers. Some may be very committed to the relationship and for them the perceived satisfaction with the relationship is very important. Others may find the relationship unimportant, and for those customers, the satisfaction component is so much significant.Extensive prove suggests the positive influence of customer satisfaction on loyalty (Bolton, 1998 Fornell et al., 1996 Musa, 2004). In f act, many researchers pointed out that in order to improve business performance firms should measure and manage customer satisfaction and its importance has led marketing scholars to recommend firms to improve their customers satisfaction judgments as satisfaction is a key to customer loyalty and retention (Fornell et al.). Customer satisfaction with a companys products or services is often viewed as the key to a companys success and long-term competitiveness.Product qualityA prominent reason why customers do not retain with company is that their products are not fulfilling its functions properly. When products fail to perform their functions completely and properly, then products are visionary for customers, when customers are not satisfied with products and do not use it, they will reduce its retention and relationship with company (Buzzell and Gale 1987). Product quality plays a vital role in customer retention and has positive relationship with customer retention. Customers com pare the perceived performance of a product or service with some performance standard. Customers are satisfied when the perceived performance is greater than the standard, while dissatisfaction occurs when there is lack of standard for performance falls. Product quality is the strategic benefits of quality in contributing to market share and return on investment (Anderson and Zeithaml 1984). Searching for quality is credibly the most important consumer trend of the 1980s (Rabin 1983) as customers are now demanding higher quality in products than ever before (Leonard and Sasser 1982).A company could use a number of strategies to retain its customers. Of great importance, product quality for customer retention to such strategies is the wider concepts of customer service, customer retention, and relationship marketing. Companies can build loyalty and retention through using of number of techniques, including database marketing, customized products in limited editions, redeemable agains t a variety of goods or service, issuing loyalty cards, preferential discounts, free gifts, special promotions, newsletters, of magazines, members clubs, or it has been argued that customer retention is linked to employee loyalty, since employees are the ones that build up long-term relationship with customers.Service qualityService quality is a critical issue in the service industry (Stafford, Stafford and Wells, 1998) and of particular importance for English training providers who characteristically offer English courses which are homogeneous in nature. Moreover, service quality is both directly and indirectly related to loyalty through satisfaction (Bloemer, De Ruyter and Peters, 1998). Therefore, those companies which deliver quality of services better than their competitors would surely have greater possibilities of success. In order to understand the level of service quality of an education firm, a measurement should be established. However, quantifying service quality is not simple and too subjective.Nowadays, education firms provide the same types of English courses, but they do not provide the same quality of services. Besides, customers today are more aware of alternatives and their expectations of service have increased. Service quality can, hence, be used as a strategic tool to build a distinctive advantage over competitors. Although quality cannot be improved unless it is measured, it can be delimit from several perspectives duh as the ability to satisfy the needs and expectations of customers (Bergman and Klefsjo (1990), or the overall features and characteristics of a product or service that bears on its ability to satisfy given needs.A reason for customers to switch is that companies fail to provide the better and effective customer service to them. These services include pre-sale service and post- sale service (Lewis Mitchell, 1990). If customers are not satisfied with customer service of the company, it will force them to change the suppli er. Service quality is very important for the retention of the customers and have positive relationship as if firms provide service according to the customer requirement than it will also retain the customer as well as lowering manufacturing costs and improving productivity. Service quality is consumers judgment about the overall excellence or superiority of products (Zeithaml 1988). The design and implementation of service delivery processes plays a very important role in the overall competitiveness of modern organizations. Roth and Jackson (1995) provided clear evidence that process capability and execution are major drivers of performance due to their impacts on customer satisfaction and service quality in education firm.Bearden and Teel (1983) found a positive relationship existing between service quality and customer satisfaction. The positive relationship between service quality and customer satisfaction creates true customers, increase efficiency, market shares, and profits, heavy sales volume, higher revenue, and reduces cost by economies of scales, and retain customer.(Anderson and Sullivan 1993) Satisfied customer do not often switch their service providers and therefore, the cost of retaining existing customers is significantly lower than attracting new ones. These customers my also spread their satisfaction by positive word of mouth which influences non-existent customers desire to engage with the organization and work as free promotional agents (Gronroos 2007, Zeithmal and Bitner, 2000)The positive effects by practising service quality models are a competitive differentiation that favors the enterprise, chances of potential growth, better employee morale, customer loyalty and retention, customer satisfaction, economic growth and profits, employee motivation and vision, favorable advertising, greater productivity and minimization of loss for the customers.The evidence that customer loyalty makes an organization more profitable makes it imperative t hat complaints and other uncomplimentary behavioral intentions should be handled effectively and timely to ensure the stability of these relationships. It is important for organizations to also acknowledge that customers may also switch because of the attraction of competitors that are providing better service, more personable service or higher quality. In this case, customers are not switching because of unsatisfactory service. Managers of service firms should know that some customers would still switch services even when they are satisfied with a former provider (Keaveney, 1995).PricePrice is another factor for customers to be retained or not to retain with companies. Due to competition, companies are playing with prices of products and services. Clients always required products on most cheap price.Previous researches show that there is positive relationship between price and customer retention and the stability would increase the potential for customer retention. Company should lower customers price sensitivity, reduce the costs of failed marketing and of new customer creation, reduce operating costs due to customer number increases, improve the effectiveness of advertising, and enhance business reputation (Fornell, 1992). Customers often switch mainly due to some pricing issues, for example high price perceived, unfair or deceptive pricing practices (Peng and Wang, 2006). Therefore, so as to increase customer satisfaction, it is essential for service firms to actively manage their customers price perceptions, for example carrying out attractive pricing, offering reasonable prices mix, lower prices without decreasing quality, etc.Price might be one of the most important determinants of customer decisions (Srivastava and Lurie, 2001). Managers could make use of price matching to stimulate repeat purchase behavior (reducing price defection), because price matching may indicate a commitment to protect customers , the objective of it is to keep customers happy so that they would come back and buy again. (Reichheld and Sasser, 1990) suggest that repeated existing customers focus less on price savings than new customers do. Understanding long-term price matching effects on customers is important so as to determine whether price matching has a lasting impact on customer behavior that is evaluating the effectiveness of these policies in stimulating customer retention, in addition to customer acquisition (Kukar-Kinney, 2006).Ol

Ernest Hemingway :: essays research papers

Ernest (Miller) Hemingway1899-1961Entry Updated 08/01/2001 Birth Place Oak Park, Illinois, United States Death Place Ketchum, Idaho, United States Per intelligenceal Information flightWritingsMedia AdaptationsSidelightsFurther Readings About the AuthorPersonal Information Family Born July 21, 1899, in Oak Park Illinois,United States committed suicide, July 2, 1961, in Ketchum, Idaho, UnitedStates son of Clarence Edmunds (a physician) and Grace (a music teachermaiden name, Hall) Hemingway married Hadley Richardson, September 3, 1921(divorced March 10, 1927) married Pauline Pfeiffer (a writer), May 10,1927 (divorced November 4, 1940) married Martha Gellhorn (a writer), November21, 1940 (divorced December 21, 1945) married Mary welch (a writer), March14, 1946 children (first marriage) ass Hadley Nicanor (second marriage)Patrick, Gregory. Education Educated in Oak Park, IL. Career Writer, 1917-61. Kansas City Star, Kansas City, MO, cub reporter,1917-18 ambulance driver for Red Cross A mbulance Corps in Italy, 1918-19Co-operative Commonwealth, Chicago, writer, 1920-21 Toronto Star, Toronto,Ontario, cover Greco-Turkish War, 1920, European correspondent, 1921-24covered Spanish Civil War for North American Newspaper Alliance, 1937-38war correspondent in China, 1941 war correspondent in Europe, 1944-45.Awards Pulitzer Prize, 1953, for The out of date Man and the Sea Nobel Prizefor Literature, 1954 Award of Merit from American Academy of Arts & Letters,1954. WRITINGS BY THE AUTHORNOVELS * The Torrents of Spring A Romantic sweet in Honor of the Passing ofa Great Race (parody), Scribner, 1926, published with a sensitive introductionby David Garnett, J. Cape, 1964, reprinted, Scribner, 1972. * The Sun Also Rises, Scribner, 1926, published with a new introductionby Henry Seidel Canby, Modern Library, 1930, reprinted, Scribner, 1969(published in England as Fiesta, J. Cape, 1959). * A Farewell to Arms, Scribner, 1929, published with new introductionsby Ford Madox Ford, Mo dern Library, 1932, Robert Penn Warren, Scribner,1949, John C. Schweitzer, Scribner, 1967. * To Have and Have Not, Scribner, 1937, J. Cape, 1970. * For Whom the Bell Tolls, Scribner, 1940, published with a new introductionby Sinclair Lewis, Princeton University Press, 1942, reprinted, Scribner,1960. * Across the River and Into the Trees, Scribner, 1950, reprinted, Penguinwith J. Cape, 1966. * The Old Man and the Sea, Scribner 1952. * Islands in the Stream, Scribner, 1970. * The Garden of Eden, Scribner, 1986. * Patrick Hemingway, editor, True at First Light A Fictional Memoir,Simon & Schuster, 1999. SHORT STORIES, EXCEPT AS INDICATED * Three Stories & Ten Poems, Contact (Paris), 1923. * In Our Time, Boni & Liveright, 1925, published with additional materialand new introduction by Edmund Wilson, Scribner, 1930, reprinted, Bruccoli,

pm case study Essay examples -- essays research papers

Sharp Printing Case StudyProblem DefinitionThe major difficulty with Sharp Printings laser printer drift is its senior worrys lack of communication to its tolerate manager on its priorities. The project managers assessment for the cost of the project is $1,250,000 over senior managements estimate. This is a huge discrepancy and the cost and time estimates done by the project manager seem to be fairly reasonable. Justification for the problemIt seems to be clear that senior management has an estimate that is probably unrealistic when compared to the project managers estimate that is $1,250,000 over the senior managers estimate. Based the large discrepancies of cost and time, there seems to be a communication breakdown between top management and the project manager on the priorities of the project. Alternative Courses of ActionAs one alternative they could change the scope of the project in order to keep the be down. Another alternative could be to outsource the technology desig n. The company could employ the priority matrix in order to get top management to elucidate their priorit...