Benefits of Coffee free essay sample

Kristen Kirkpatrick said that a study in 2012 showed that three or more cups of coffee a day lowers the risk of death regardless of whether participants drank caffeinated or decaffeinated coffee. 2. Makes your reproductive system happy d. Men would you like a drink that could lower your chances for prostate cancer? And ladies wouldn’t you like to lower your risk for endometrial cancer? e. Kirkpatrick also says that a 2011  study  found that men consuming at least six or more cups a day reduced their risk of prostate cancer by 20 percent! Another  study  published in the  Journal Cancer Epidemiology, Biomarkers and Prevention  found that women who drank more than four cups of coffee a day had a 25 percent lower risk of endometrial cancer. 3. Lower risks of Type 2 diabetes f. A 2012  study  found that a compound in coffee can actually help block a substance in the body called human islet amyloid polypeptide that may play a role in the development of diabetes. We will write a custom essay sample on Benefits of Coffee or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Further  studies  have  demonstrated  that caffeinated coffee consumption is linked to decreased diabetes risk as well. 4. Protects your brain g. When you wake up to the smell of coffee in the morning do you usually smile? h. Coffee drinkers are less likely to develop dementia and Alzheimers later in life according to a study done in 2009 i. The smell of coffee can help reduce stress that could be associated with loss of sleep 5. Good for skin j. Drinking coffee may help you to ward off basal cell carcinoma So, the next time you are wondering whether you should have that second cup of coffee to perk you up, relax. At least now you know how it could help you!

The Concept and Process of Training and Development

The Concept and Process of Training and Development Introduction Employees in an organization learn new skills and knowledge for both personal and organizational benefits. Training and development provides the same outcome using different methods. Managers in the organization use development and training to improve on the employee’s performance through learning.Advertising We will write a custom essay sample on The Concept and Process of Training and Development specifically for you for only $16.05 $11/page Learn More Differences between the concept of training and development Training is a process used by organizations to improve employee performance and to help them learn new information. Trainings are organized and they usually cover specific topics as planned by the management. Workshops and seminars are some of the events used for group trainings. Training enables people to improve on knowledge and skills and to learn new ideas that improve effectiveness in the workplace (Craig, 1996, p.996). A go od training provides useful information that contributes to the development of skills and knowledge used in the workplace. Ideas leant in training are useful in improvement of job performance. Through concept learning and presentation, training improves workplace behaviors and enhances skill development. Development on the other hand is the process used by organizations to create and sustain change in the workplace. It is a systematic process because it seeks to improve on the already working employees. Example of employee development is when an experienced employee helps a new employee to go about a specific job. A manager may decide to coach new employees on the job s/he wants done. Development in the workplace is evident when employees in an organization decide to rotate job responsibilities with the aim of learning more. It involves the process used by employees to gain more experience in the workplace. The main difference between the concept of training and development is that development is a broad term, which includes training as a method of encouraging employees. The activities involved in development are different from the activities involved in training.Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Both development and training give the same results using different methods. For example, if a manager wants to improve the employee’s ability to work with an accounting package, training is the appropriate thing to do. The manager may want the same employee to understand another job in a different department. To achieve this, the manager will apply development using job rotation. Training and development use different periods because training focuses on current issues where employees learn new skills and abilities that help them to perform their jobs. Development on the other hand prepares employees in an organization for future responsibiliti es and it may take a longer period. The process of a performance improvement plan A performance improvement plan is a process used by the management and the supervisors to help individuals improve on their behavior in the workplace. Supervisors, through performance improvement plan, identify behavior and performance issues that need to be improved and then writes a plan to guide on the corrective and improvement actions. Documentation of employee’s performance Employee performance documentation opens the process where the supervisor usually does documentation and s/he identifies the areas that need improvement. Documentation provides examples and facts that clarify specific areas that need correction and improvement. Action plan The second step in the process of the process is for the supervisor to develop an action plan. The action plan gives improvement details and it includes specific objectives and goals. Smart goals are the objectives included in the action plan by the s upervisors and such goals should be relevant and accurate. Review on the performance improvement plan Before meeting with employees, supervisors, after preparing the performance improvement plan, should meet with managers to review the document. The supervisor can either review the plan with the human resource professional or the manager. The manager or the human resource professional acts as a third party and s/he is supposed to ensure that the document is clear, reasonable and can be accomplished within the stipulated time. Meeting with employee The supervisor holds a meeting with the affected employees to discuss about the document. The work of a supervisor in this stage is to show employees areas that need improvement and to lay out the action plan. After discussion, the supervisor may modify the action plan based on the feedback given by the employee, before they both sign the form.Advertising We will write a custom essay sample on The Concept and Process of Training an d Development specifically for you for only $16.05 $11/page Learn More Progress The supervisor and the employee should have follow up meetings, which may be held monthly or weekly depending on their agreement. During the meetings, the employee gets an opportunity to ask questions and they both document and discuss the progress towards the objectives. It is the duty of the supervisor to make sure that the necessary tools needed by the employee are available. Conclusion Conclusion of the performance improvement plan depends with the employee’s action. In case the employee refuses or is unable to improve, the employer closes the performance improvement plan and termites the employment. However, if the results are positive whereby an employee is in a position to achieve the specified goals, the employer concludes the improvement plan and the employee can go on with his/her work. How the results of a performance improvement plan determine training needs for emplo yees Results of the performance improvement plan can be either positive or negative. Negative results show that the employee does not improve because he or she refuses to commit to the performance improvement plan. In such a scenario, the incrimination rests not on the organization but on the employee. Other results may show that the employee has shown some improvement but has not been able to achieve some objectives in the action plan. The supervisor and the management then seek to know why the employee has not achieved the objectives within the timeline and determine how to help the employee to improve on the same. The supervisor may decide to add more time for the employee to meet the objectives if the employee has tried his/her best but is unable to meet one or several objectives. If the supervisor determines that the employee is trying the hardest but cannot be able to achieve the objectives because of lack of training, the management and the human resource professional conclud es that the employee needs more training and that the cause of the poor performance is lack of training. If several employees are unable to achieve specific objectives, then it means that the employees need more training in specific areas. Conclusion Both training and development are important in organizations because they help employees to improve and learn. The use of performance improvement plan helps the management to determine the training needs for the employees. The results of performance improvement plan expose weakness of the employees, which guides an organization on what to do.Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Reference Craig, R. (1996). The ASTD Training and Development Handbook: A Guide to Human Resource Development. USA: McGraw-Hill.

Why do people read and write blogs Research Paper

Why do people read and write blogs - Research Paper Example This essay considers the ways that blogs constitute a legitimate form of journalism and in the process investigated why people read and write blogs. While ‘published’ works constitute the backbone of journalism, one considers that oftentimes it is not possible to distinguish between the blog format and the professional format. Indeed, one of the significant insights into the importance and power of blogs is that many individuals in the established media have co-opted the blog format. One prominent example of this is with the technology website Tech Crunch. This site is significant as it explores entrepreneurship and innovation in the United States; as such, it investigates the backbone of American economic progress. Rather than adopting a more stolid and traditional form of journalism this site has a blog-like aesthetic, as writers such as Alexia Tsotsis explore technology through more direct and free form means of expression (Tsotsis, 2012). A prominent aspect of blogs is the way that they have been able to be leveraged by individuals for monetary purposes. Prior to blogging individuals had to push their work through well established channels as a means of gaining attention or compensation. The advent of blogging has allowed independent writers with unique ideas the ability to publish their work and gain compensation through advertisements (Dobhal, 2012). This has opened the door for voices that were previously marginalized to emerge and make significant contributions to the national discourse. While many individuals have used blogs as a means of gaining compensation for their work, a number of writers have implemented blogging as a means of making political statements. Recently, this became heavily apparent as bloggers made essential contributions to the Arab Spring revolts in the Middle East. Many dictators in the Middle East have

The Good, the Bad and the Legal Issues of Training Security Personnel Research Paper

The Good, the Bad and the Legal Issues of Training Security Personnel - Research Paper Example The security market is among the swiftest developing sectors in North America, as private policing looks forward to more and more public part. In accordance to Figures Canada survey, there are many more Security personnel employed in Canada these days as compared to police officers (Kent & Jacobs, 2004). Personal Security workers outnumbered police officers in both 1991 and 1996. In 1996, there have been 59,090 police officers when compared with 82,010 personal security staff: 12,230 personal investigators and 69,780 security guards (Jones & Newburn, 1995). Lawbreaker exercise is not reducing in rate of recurrence. Police organizations are anticipated to carry out a lot more with fewer sources. The broadening disparity between police service and need needs to be crammed with something, and dependent on the encounters of the last couple of years in America, most likely it will likely be made up by personal policing. Though it may be unsure that a security guard will ever be called on to replicate the substantial responsibilities of law enforcement executive, one might visualize private security dealing with amplified duties under the supervision and tutelage of the law enforcement officials. As an example, Regina Police Service has identified the benefit of an immediate interaction with the personal security field, and taken on considerable actions to synchronize with that industry via its Collaborating Policing program (Johnston & Shearing, 2002). Private security: Personal security differs from public security in a number of important ways. Private security is supplied to customers for a charge, and besides in particular situations, has its jurisdiction confined to the property possessed by the consumer. Instead of support supplied in the pursuits of the public, safety is supplied to guard the interests of the client. Customarily, regulation in Canada has acknowledged these contrasts and has not expanded the

Teenage Pregnancy Essay Example for Free

Teenage Pregnancy Essay Teenage pregnancy has proven itself to be a global problem that places both the mother and child at risk. This paper will examine studies about the risk factors for pregnancy in women under the age of 19 and comparing them to risk factors for women between 19 and 35 inclusively to determine if there is indeed some correlation existing between health and social issues, and teenage pregnancy. To accomplish this task, studies citing a correlation between the above mentioned issue and associated risks will be examined and evaluated to help determine if the correlation is true or spurious in order to validate or dismiss the risk assessment. Statement of the Problem Teenage pregnancy is a relevant issue because of its implied correlation to health issues, social issues, educational issues, and financial issues. It is a stigma that brings with it many repercussions that follow both the parent and the child and can place them at a disadvantage or stunt their growth potential. According one study, teenage mothers are more likely to develop health issues such as anemia, hypertension, delivering pre-term, and having underweight babies. The same study shows a correlation between poor socio-economic conditions, low literacy rates, and lack of awareness as some of the underlying factors contributing to teenage pregnancies (Mahavarkar, 2008). Literature Review Correlation is defined as a relationship in which two or more things are mutual or complementary, or one thing is caused by another. In doing a follow up case study on teenage pregnancy, Spear (2004) discovered that the majority of the studies on the subject have been â€Å"qualitative in nature with relatively few studies that examine the personal perspective and worldview of the adolescents who experience pregnancy and childbearing† (Pediatric Nursing, 30.2). Conducting studies on the subject is one matter but failing to understand and shed light on the underlying factors or repercussions is in no way advising others on how to deal with or avoid being caught in the proverbial trap of teenage pregnancy. In Mirowsky’s study he not only found that the ratio of health problems expected given first birth under age 18 versus around age 34 equals that from currently being 14 years older at age 48. He states that the risk of dying in child birth also declines with having delayed first birth well beyond the end of puberty and a comparison to non-mothers of similar age and race/ethnicity shows that the correlation of motherhood with health problems and mortality hazard switches from detrimental to beneficial with delay beyond about age 22 (Journal of Health and Social Behavior, 46.1). Talking out of context, it is easy to conclude from his findings that delaying child birth and pregnancy to an age over 22 will not only prolong life, but put us in a better position to pursue needed social, educational, and financial needs. Mirowsky also enlightens us in the same issue, of some of the medical issues faced when dealing with teenage pregnancy. These issues are more common to mothers under the age of 20 compared to mothers in their 20s or 30s, including lung disease, eclampsia, kidney disease, fevers, seizures during labor, and congenital anomalies which may result from incomplete development of the reproductive system. The study also shows that first-time teenage mothers who receive proper pre-natal cares, which are more mature, and more stable than most of their counterparts, faces a higher risk of birthing premature and low birth weight babies than older first-time mothers with the same characteristics. Not to be discounted but â€Å"mothers older than 35 or 40 have a higher probability of developing gestational diabetes, placenta previa, breech presentation, postpartum hemorrhage, birth asphyxia, delivery before 32 weeks, birth weight below the 5th percentile, down syndrome, and stillbirth† (Jou rnal of Health and Social Behavior, 46.1). One study tells us that pregnancy at any age involves developmental change, and usually this spells disaster for a teenager because â€Å"when the stress of two developmental stages, adolescence and young adulthood are compressed, successful completion of both sets of tasks is compromised† (Rodriguez, 1995). This can put both the teen mother and their children at risk for social, developmental, and psychological retardation. Rodriguez seems to have the solution for these issues. He recommends that there be a â€Å"correlation of positive father/daughter relationships with feeling good about self, and the more positive relationships with mother and father† and â€Å"family involvement, regardless of how it is defined and measured† (Rodriguez, 1995). The study done by Spear (2004) does show that some teenage mothers who are sometimes forced to grow up and face their responsibilities actually do so. Two of her subjects have moved on and have come into their own, educationally, financially and socially and based on their experience, they can advise their children on the issue at hand. Conclusion Taking into consideration the global concern for teenage pregnancy and the literature studied, it is easy to surmise that that the group is indeed at a higher risk level for medical issues, social stagnation and educational retardation. The studies show that an underdeveloped body is in no way prepared to sustain another especially when poor diet, lack of knowledge, or lack of proper medical care are the most prominent factors to contend with. Social stagnation is possible since the age of both the child and parent in such close proximity of each other. Educational retardation is also most certainly a possibility for both the child and the parent since the basic needs will most likely be centralized around food, clothing, and shelter. The studies are in no way conclusive but it sheds a great deal of light on the issue at hand and provides information that can be used as a tool for guidance in curbing the problem.

Language in Our Lives :: essays papers

Language in Our Lives Have you ever wondered who taught you to talk the way you do? People learn to talk and express themselves everyday of their lives. Starting from the day you were born you used language or some form of it to communicate with those around you. As a baby you usually show your displeasure with your new surroundings by crying, and if you don’t the doctor will make sure you do. Everyday we express our point of view to others in some form of language. Whether it is through verbal communication, written discourse or through body language, you can tell if a person is upset, angry, or happy. We as human beings don’t realize how much language has to do with our lives. How can you determine if one of your friends is angry with you? Is there a different tone to their voice? Do they have a stern look on their face? Of course they do, your friend feels the need to express their anger to you by these different forms of language. Where do we learn to use these different forms of la nguage? How are our uses of these languages shaped? The three main contributing factors to how we express ourselves through language come from our schooling, our friends, and most of all from our families. Going to school can teach you many things, even more than you can imagine. Who would know that in school you could actually learn a whole new vocabulary? This never seen before vocabulary will only come out in writing and besides that will be hidden deep among the depths of your subconscious. Truly, school can teach you more than just random information. Schooling has a huge affect on language you use in a daily basis. The only place where I was ever taught that the way in which I spoke was wrong. When I look back at the time consuming vocabulary work and the never-ending readings, I now realize how I benefited from them. I may not me the best writer, but I do have a plethora of words to share. Where do you think you learned that you’re not doing good you’re doing well, and who taught you that a coma should be placed here, or that you shouldn’t end a sentence with a preposition, without these helpful teachings I don’t know where we would be at.

Outback Steakhouse †Customer Satisfaction Survey Essay

Outback Steakhouse is a multinational restaurant chain operating throughout the United States and in 18 other countries including Australia, Malaysia, Singapore and many more countries worldwide, (Outback Steakhouse, 2013). In most basic terms, Outback Steakhouse could be described as an Australian themed steakhouse. The restaurant offers a casual dining experience with menu offering a wide variety of selections that will fit most guests’ preferences. As common with casual dining restaurants guests are seated and served by wait staff and pay for their meal after eating. The casual dining restaurant industry is highly competitive business with many chain restaurants competing for the same customers. Research has shown that the â€Å"demand for casual dining is driven by personal income, consumer tastes, and demographics†, (Hoovers, 2013). It is important for all businesses in the casual dining industry to ensure they’re meeting and exceeding customer expectations and demands. In order to meet those demands the company must learn what their customers expect from their casual dining experience. One way of reaching out to customers for insight into their experiences and expectations is with a customer satisfaction survey. Customer satisfaction surveys are extremely important for all businesses selling a product or service to consumers. â€Å"Surveys get the pulse of your customers by revealing their satisfaction levels and preferences†, (Information Week, 2008). By implementing a customer satisfaction survey the managers of the local Outback Steakhouse will be better informed about the positive and negative aspects of their service directly from the customers themselves. â€Å"In an era of high competition and expectations, customer satisfaction surveys are essential tools for listening to customers about their satisfaction levels, and for developing strategies for improvement†, (eSurvey Pro, 2013). In this particular case a combination of closed-ended, multiple-choice and open-ended questions were used. This provides the surveyor an opportunity to collect data that is easier to analyze as with closed-ended and multiple-choice questions, but also allows the customer an opportunity to elaborate or branch if necessary. Method Recently a customer satisfaction survey was conducted at a local Outback Steakhouse restaurant (Appendix A). A group of 10 customers (10 tables surveyed; 1 survey per table) that had just finished their meal were approached to assist in a brief customer satisfaction survey about their experience dining at the restaurant. This afforded the surveyor the opportunity to collect data while the experience was still fresh in the customers mind. By giving customers an outlet to express their opinions and to vent possible frustrations you are able to gather a lot of valuable information. The customer satisfaction survey addresses many facets of their experience to gauge various satisfaction levels and to better identify areas that need the most improvement. The first step in the process was to develop the actual survey that would be distributed to customers. Research was done to compare other customer satisfaction surveys used by competitors in the restaurant industry. There were many similarities between the various surveys and the final survey for Outback customers is also written and compiled in a similar manner. There are also many resources available over the Internet to help develop effective customer satisfaction surveys for various fields of business. Developing the survey and writing the questions is an important step in the process because you must ensure that each of the questions serve a purpose and is written clearly and concisely. The customer shouldn’t feel burdened by the survey and if there are too many questions or the questions are confusing or seem irrelevant it may discourage some customers from participating. The customer satisfaction survey was conducted on a Friday evening between 6:30 pm and 8:30 pm and tables were selected at random. The surveys were placed on tables before the guests were seated so that the pool of customers was completely random and unbiased. This local Outback Steakhouse is located in a middle-class neighborhood and is located within a mile of the local interstate which increases traffic  near the restaurant and has the potential to improve business. There were a wide range of customers in the restaurant during the time the survey was conducted which resulted in a diverse group of participants. After collecting the completed surveys the data could be compared to find trends in responses (Appendix B). These trends could indicate a consistent problem that needs to be addressed and can also highlight areas where the business is thriving which can serve as a great motivator for the staff and management. Analysis The first question of the survey addresses the frequency in which the customer visits Outback Steakhouse. This can be used to differentiate between new customers or regular customers and can look for trends in the data. The survey results indicate that the restaurant often serves regular or repeat customers. This is extremely important for business because it is very beneficial for the company to increase loyalty and keep the customers they already have. â€Å"With the high cost involved in acquisition of new customers loyalty usually plays a critical role in the development of business and services that are provided†, (Bhaskaran, 2013). Many customers responded to the survey stating that they visit monthly and some even visit weekly, which is very telling of the consistency in the service offered at Outback Steakhouse. Another trend in the survey data was the overall satisfaction with the service and staff at this Outback Steakhouse. Based on the data collected (Figure 1) the overall satisfaction levels indicate that customers are generally very satisfied with the service they receive when dining at the restaurant. In addition to gauging their overall level of satisfaction the survey asked individual questions pertaining to the satisfaction with the wait time, their server, their meal and the overall environment within the restaurant. All questions returned satisfactory results with most responding with answers of ‘satisfied’ or ‘very satisfied’. There were very few negative answers in response to these four specific questions about their satisfaction with the different facets of their dining experience. These questions are important because they allow the surveyor or the management team with the restaurant to isolate different areas of service to identify areas that excel and those with room for improvement. Based on the data collected it appears that overall the  management and staff is doing a great job of providing great service and in many cases are exceeding customer’s expectations. Figure 1 The final questions of the survey asked respondents if they are likely to return to Outback Steakhouse, if they are likely to increase the frequency of their visits and also if they’re likely to recommend the restaurant to a friend. These questions are extremely important in forecasting future business and how it may be affected by customer satisfaction levels. The data collected indicates that overall most customers are satisfied with the service they receive (Figure 2). Despite some minor incidents reported on the surveys none of the respondents stated that they were going to start dining at Outback less frequently following their most recent visit. Many of the respondents provided answers that indicated that they’re very likely to return to the restaurant and would also recommend Outback Steakhouse to a friend (Figure 3). It is also very important to note that many customers would recommend this restaurant to their friends because that gives the surveyor and management and indication of what their reputation may be in the area. This also gives the impression that the company has the ability to possibly acquire new customers for free by utilizing this word of mouth concept. This is also great news for this local Outback Steakhouse because it indicates that they are not losing very many customers. Figure 2 Figure 3 Following the closed-ended questions that required customers to respond using only the choices provided on the survey there was one open-ended question where respondents were able to write any comments or suggestions they wanted to share. The closed-ended questions are important because they allow for the data to be collected and compared much easier because there are a limited number of possible responses you will encounter. With open-ended questions there are an infinite number of different responses you may receive which can be difficult to compare side by side with a large number of respondents. The benefit to this open-ended question is that it serves as an open forum for customers to vent their frustrations or sing their praises. The information the customer wants to relay may not fit well into  any of the close-ended questions provided so the open-ended question works to avoid losing out on any important information that could be useful. The respondents to the Outback Steakhouse customer satisfaction survey all provided additional notes regarding their experience. This is critical to the effectiveness of the customer satisfaction survey because it may introduce areas of concern that were not considered by management or the surveyor and could have been missed. The data collected from this portion of the survey highlighted areas of strength (friendly and effective staff) as well as areas of weakness (long wait time). The comments highlighted in Appendix B identify some of the most common themes across all of the surveys. The responses indicate that the staff at this Outback Steakhouse is friendly, knowledgeable and skilled in their job; this gives the restaurant a competitive advantage over the competition that has a sub-par staff. There were multiple comments that indicated some customers experienced a considerable wait time before being seated which could indicate problems with seating or serving delays. Recommendations There was a lot of important and useful data collected by the customer satisfaction survey at Outback Steakhouse. In order to truly make the most of the survey it is important to compare and analyze the data to identify any common trends that effect business. The survey results indicate both positive and negative aspects of their service so there are some areas in which they could improve, but overall the results were optimistic. If Outback Steakhouse continues with providing the level of service they’re accustomed to than they should be on track for continued success. One common trend mentioned in the open-ended question indicated that many customers had to wait a considerable amount of time before they were seated at a table. While some wait time is expected in the restaurant industry it is important not to overlook any data that might indicate a bigger problem than just the typical wait time. Wait times are typically consistent over the same periods of time – weekdays/nights and weekends differ greatly so a wait time during the weekend is often expected whereas it’s very possible to avoid any wait time when dining during the week. This survey was conducted on a Friday night, which means some wait time is not unusual and overall the customers  seemed to agree that they expected to encounter a wait. An important recommendation is to continue monitoring survey data and customer comments to ensure the wait doesn’t extend longer than it needs to because that provides an opportunity to lose a customer. The data collected also indicates that this restaurant sees a lot of repeat business from customers who visit frequently. This is very beneficial to Outback Steakhouse because they have developed a relationship with the customer and hopefully they have a sense of loyalty to the restaurant, menu, staff, etc. Survey data also shows that the respondents plan to keep the frequency of their visits the same or plan to increase frequency. Increasing business is a great benefit but it is also important that there are no indications that these customers plan to visit less frequently. Since it appears the company is set to keep their existing customer base, it is important to try and reach out to new customers. New marketing campaigns, especially local spots, may be a viable option to attract new business. Local marketing such as sponsorships and teaming up with local groups can be a good choice because it focuses on customers from the area that are likely to visit this specific restaurant versus another location of the same chain. Conclusion Customer satisfaction surveys provide a great deal of useful information that can be critical to the success of the business. If a business is not satisfying their customers consistently they will eventually lose those customers and ultimately lose the business altogether. Research has shown that â€Å"customer satisfaction surveys are essential for continuous improvement of product, services, and/or support, as well as enterprise competitiveness and survival†, (eSurvey Pro, 2013). In order to continue and improve their level of service and satisfaction it is important that regular customer satisfaction surveys be conducted. Performing regular surveys allows for the company to identify any problems, develop strategies and to put those plans in motion. Once the improvements have been in place it would be beneficial to conduct another survey that could gauge how those changes have affected business. This is also an opportunity for the company to identify any new problems or suggestions that should be addressed. References Bhaskaran, V. (2013). Conducting an effective customer service program. Survey Analytics. Retrieved from http://www.questionpro.com/images/Conducting-Effective-Customer-Satisfaction-Program.pdf ESurvey Pro. (2013). Business Imperatives. Customer satisfaction surveys. Retrieved from http://www.esurveyspro.com/article-customer-satisfaction-surveys.aspx Hoovers, Inc. (2013). Casual Restaurants Report Summary. Casual restaurants industry overview. Retrieved from http://www.hoovers.com/industry-facts.casual-restaurants.1443.html Information Week. (February 14, 2008). Gauging customer satisfaction: The importance of the online survey. Retrieved from http://www.informationweek.com/gauging-customer-satisfaction-the-import/206504051 Market Research Methods. (2012). 5 Essential customer satisfaction survey questions. Retrieved from http://www.mymarketresearchmethods.com/customer-satisfaction-survey-questions/ Outback Steakhouse. (2013). Outback Steakhouse. Retrieved from http://www.outback.com Appendix A Below is sample of the customer satisfaction survey that was given to customers of the local Outback Steakhouse to gain insight into the quality of service they offer. Following each question is a brief rationale explaining why the question was included and how it would be useful to the company. The rationale information was not included in the customer’s survey. * * * Customer Satisfaction Survey Outback Steakhouse Please take a moment to complete this short survey. The information you provide will be extremely useful in identifying strengths and weaknesses in service as well as developing plans for improving the service you receive. Your time is greatly appreciated. 1. How often do you typically visit Outback Steakhouse, Inc.? a. 1 – 3 visits per week b. 1 – 3 visits per month c. 1 – 3 visits per year Rationale: – This question is useful in comparing data from regular customers against data from sporadic customers. 2. How satisfied are you with the time you waited to be seated? a. Very satisfied b. Satisfied c. Neutral d. Dissatisfied e. Very dissatisfied Rationale: – This question can help to identify specific areas of service that may need to be improved upon. 3. Were you satisfied with the friendliness and attentiveness of your server? a. Very satisfied b. Satisfied c. Neutral d. Dissatisfied e. Very dissatisfied Rationale: – This question can help to identify specific areas of service that may need to be improved upon. 4. Generally, how satisfied were you the taste and presentation of your meal? a. Very satisfied b. Satisfied c. Neutral d. Dissatisfied e. Very dissatisfied Rationale: – This question can help to identify specific areas of business that may need to be approved upon. 5. Were you satisfied with the cleanliness and overall appearance of the dining room? a. Very satisfied b. Satisfied c. Neutral d. Dissatisfied e. Very dissatisfied Rationale: – This question can help to identify if the servicescape is beneficial to the overall satisfaction of customers. 6. What is your overall satisfaction level with Outback Steakhouse, Inc.? a. Very satisfied b. Satisfied c. Neutral d. Dissatisfied e. Very unsatisfied Rationale: – It could be useful to learn more about the reputation and overall level of satisfaction of customers. 7. Based on your experience while dining at Outback Steakhouse, Inc. how likely are you to return? a. Very likely b. Somewhat likely c. Undecided d. Somewhat unlikely e. Very unlikely Rationale: – Ultimately it is important to know whether or not the company is at risk for losing customers because of poor service. 8. Based on your experience while dining at Outback Steakhouse, Inc. do you plan to visit more regularly? a. More often b. No change c. Less often Rationale: This could indicate if customers are satisfied enough to increase their number of visits and would show if things are going well for the business in terms of customer satisfaction levels. 9. How likely are you to recommend Outback Steakhouse, Inc. to a friend? a. Very likely b. Somewhat likely c. Unsure d. Somewhat unlikely e. Very unlikely Rationale: The highest compliment a customer can make is recommending the company to a friend. If a customer is likely to recommend the company to friends 10. Please provide any suggestions that you feel would improve your overall dining experience. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________________________________________________________________________________ ________________________________________________________________________ Rationale: – This will give customers the opportunity to freely voice their opinions. It is much easier to gain additional insight into customer satisfaction when customers are provided with a forum to share. Appendix B Customer Satisfaction Survey Outback Steakhouse Collected Data 1. How often do you typically visit Outback Steakhouse, Inc.? a. 1 – 3 visits per week (2) b. 1 – 3 visits per month (5) c. 1 – 3 visits per year (3) 2. How satisfied are you with the time you waited to be seated? a. Very satisfied (5) b. Satisfied (4) c. Neutral (0) d. Dissatisfied (1) e. Very dissatisfied (0) 3. Were you satisfied with the friendliness and attentiveness of your server? a. Very satisfied (3) b. Satisfied (5) c. Neutral (2) d. Dissatisfied (0) e. Very dissatisfied (0) 4. Generally, how satisfied were you the taste and presentation of your meal? a. Very satisfied (4) b. Satisfied (5) c. Neutral (0) d. Dissatisfied (1) e. Very dissatisfied (0) 5. Were you satisfied with the cleanliness and overall appearance of the dining room? a. Very satisfied (5) b. Satisfied (3) c. Neutral (2) d. Dissatisfied (0) e. Very dissatisfied (0) 6. What is your overall satisfaction level with Outback Steakhouse, Inc.? a. Very satisfied (4) b. Satisfied (3) c. Neutral (2) d. Unsatisfied (1) e. Very unsatisfied (0) 7. Based on your experience while dining at Outback Steakhouse, Inc. how likely are you to return? a. Very likely (5) b. Somewhat likely (3) c. Undecided (1) d. Somewhat unlikely (1) e. Very unlikely (0) 8. Based on your experience while dining at Outback Steakhouse, Inc. do you plan to visit more regularly? a. More often (4) b. No change (6) c. Less often (0) 9. How likely are you to recommend Outback Steakhouse, Inc. to a friend? a. Very likely (4) b. Somewhat likely (4) c. Unsure (1) d. Somewhat unlikely (1) e. Very unlikely (0) 10. Please provide any suggestions that you feel would improve your overall dining experience. Notable responses: â€Å"Great food! Great service! We’ll be back next week!† â€Å"Our kids loved Sarah! She was very friendly and was one step ahead of us throughout our dinner. Sarah made dining out with our young children a much better experience.† â€Å"Our steaks were cooked to perfection and Brian was an awesome waiter. We will definitely be back!† â€Å"We haven’t been to Outback in about a year and were interested in trying something new. Our waitress was very helpful with food and drink recommendations and made our experience