US. Vs. Richard Nixon Research Paper Example | Topics and Well Written Essays - 1000 words

US. Vs. Richard Nixon - Research Paper Example Since it was evident that the tapes might contain some contents that transgressed the arena of a president’s executive responsibility, the executive privilege of the President could not deny the judicial authority’s access to criminal evidence in a judicial proceeding. Historical Background of the United States vs. Nixon Case During the presidential campaign in June 1972, a group of burglars equipped with cameras and bugging devices were arrested while attempting to break into the Democratic Party Headquarters in Watergate. Soon in a subsequent police investigation, it became evident that the Nixon officials and even the President himself might be involved in this burglary. Though Nixon government denied any involvement with the crime, it made several attempts to cover up the connections of the burglary to the Oval Office. But under the crushing pressure of the Congress and the public, Nixon was forced to appoint Archibald Cox and Leon Jaworski successively as the speci al prosecutors. Meanwhile it was revealed that Nixon had several records of the conversations that might contain the evidence of the President’s cover-up of the burglary. ... Though Nixon released several edited versions of the tapes, he claimed that the materials were â€Å"protected under executive privilege† (). Also Nixon’s attorney St. Clair argued for the President’s absolute power to withhold information from being released: â€Å"The President wants me to argue that he is as powerful a monarch as Louis XIV, only four years at a time, and is not subject to the processes of any court in the land except the court of impeachment† (Kutler 131). Constitutional Issues and Arguments in the Case At a stage, the questions were raised: 1. whether the President is entitled, by the Constitution induced separation of powers, with an absolute power to maintain confidentiality of information from the court or other branches of the government, 2. whether the President could protect information under executive privilege, 3. whether â€Å"the claim of executive privilege damages the precedent set by the 5th Amendment, which ensures due p rocess† (). On the State’s side, it was argued that the President does not have an absolute power to withhold information, as the court said, â€Å"Neither the doctrine of separation of powers nor the generalized need for confidentiality of high-level communications, without more, can sustain an absolute, unqualified Presidential privilege of immunity from judicial process under all circumstances† (US v. Nixon). Neither the president’s executive privilege should come into conflict with a court’s demand for evidence in a criminal proceeding. Also as far as the question of justice is related to a case, the court can properly render justice, as in this regard Warren Burger wrote, When a claim of Presidential privilege as to materials subpoenaed

Observations in Settings Serving Children with Disabilities Essay

Observations in Settings Serving Children with Disabilities - Essay Example It seemed like a typical class where the teacher discussed lessons with the children and the children actively shared their ideas. Later, the teacher distributed some worksheets and asked the children to work in pairs. I was told by the teacher that she had pre-arranged the pairings in various ways depending on her goal for the students. The children with special needs (1 had ADHD and the other one had some cognitive delay) were given modified activities and paired with high performing students to help them out by peer tutoring. Once the children started working, the teacher went around the room checking on each pair, stopping once in a while to help those who need help or asking questions to guide the children. The children with special needs do not stand out. I would never identify them as such had I not been told they had special needs because they blend in so well with the typically-developing students. The second setting was a one-on-one session between a 7-year old boy with cog nitive delay and a reading specialist. She was trying to teach him phonetic sounds. She showed him some letter cards and asked him to sound out the letters. First it was done slowly with the teacher making the sounds while showing the cards and he imitated her. Later on, she kept showing him the cards and expected him to sound the letters by himself. Next came picture cards that he needed to identify and match the initial sound of the word with a letter. She started with only 3 pairs of picture and letters graduating to about 10 pairs at a time. The boy seemed to have a difficult time processing the pairings because it took him a long time to match the cards, but the reading teacher was very patient. My initial reaction to the observation was pure awe. I was so inspired with how these teachers can be so patient and understanding in helping out the students with special needs and they go out of their way preparing special activities for them. I thought they meticulously planned ahead in order to meet their needs and for the teacher of the inclusive class, to address each child’s need. I realized it takes special training to do what they do and a passion and commitment to do so. With the inclusive class, the teacher had to contend with multiple personalities and consider each student’s skill level so she can pair them off well. That meant she had previous knowledge of these children and have assessed them thoroughly. It seemed her pairings worked because I observed all the children productively working together. The partner of the child with ADHD was also very patient in holding his attention, often tapping his shoulder to make him focus on their task. I am not sure if this partner or any of the other typically- developing children were trained to deal with peers with special needs, but this boy seemed to know how to handle the hyperactive tendencies of his partner. The partner of the child with cognitive delay likewise displayed patience with her partner. She was like a miniature teacher going through the activity with him, asking him guiding questions so he can come up with the solution. It was obvious that she already knew the answer, however, she wanted him to figure it out himself. I saw a smile cross her face when he was able to answer the problem correctly. The reading teacher, on the other hand, worked only with one child, but I think it took much effort in guiding him. She poured all her concentrated effort on him without being distracted.

See 'Assignment Criteria' below Case Study Example | Topics and Well Written Essays - 1750 words

See 'Assignment Criteria' below - Case Study Example The United Kingdom had not implemented this Directive by the required date but the Minister of Health, had issued a statement in the House of Commons to the effect that the United Kingdom's existing legislation, in respect of occupational injuries was fully compliant with this Directive. However, the legislation provides a remedy only to those employees who had been working, for the same employer for at least three years. The Health and Safety Regulations 19921 states that a business employing staff who have to work on computers for a long time, is duty bound to, first, assess and reduce risks. Some of these risks are aches and pains in the upper limbs, known as repetitive strain injury or RSI and headaches and stress. In order to mitigate the deleterious effect of this type of work, it is imperative that a correct posture has to be adopted for computer use and persons working on computers have to take regular breaks from looking at the screen. Further, it has to be ensured that workstations meet the minimum requirements, namely the provision of adjustable chairs and non-glare lighting. This also includes the general work environment issues such as congestion in the office. Commensurate with the intensity of the work, recesses from work have to be planned and implemented. During these breaks, employees should be permitted to stop using the computer. Such employers have to provide either free or reimbursable ophthalmologic tests to their employees. If special spectacles are prescribed for use while doing the job, then the employer must pay for such spectacles. In addition to this employers have to provide health and safety information and training to their employees, who should know how to use their workstations correctly.2 The EEC Treaty - Article 118a states that the Member States should pay particular attention to encouraging improvements. This is to be especially enforced in the working environment giving special emphasis to the health and safety of workers. Further, the Member States' objective should be the harmonization of conditions, with due attention being given to maintaining the improvements already made. In order to help achieve this objective the Council, acting by a qualified majority on a proposal from the Commission, in cooperation with the European Parliament and after consulting the Economic and Social Committee, should adopt, by means of directives, minimum requirements for gradual implementation, taking into consideration the conditions and technical rules obtaining in each of the Member States. The provisions adopted pursuant to this Article should not prevent any Member State from maintaining or introducing more stringent measures, which are formulated for the express purpose of p rotecting the working conditions of workers, compatible with this Treaty. Employees on fixed term contracts should be treated as favorably as permanent workers are. There are two sets of regulations required to implement the EC Fixed Term Work Directive 1999/70/EC (the Fixed-Term Employees (Prevention of Less Favourable Treatment) Regulations 2002 and the Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000 (Amendment) Regulations 2002). The basic idea of the new fixed term work regulations is to make it unlawful to treat a fixed-term employee less favourably than a comparable non-fixed term employee engaged in similar work

US. Vs. Richard Nixon Research Paper Example | Topics and Well Written Essays - 1000 words

US. Vs. Richard Nixon - Research Paper Example Since it was evident that the tapes might contain some contents that transgressed the arena of a president’s executive responsibility, the executive privilege of the President could not deny the judicial authority’s access to criminal evidence in a judicial proceeding. Historical Background of the United States vs. Nixon Case During the presidential campaign in June 1972, a group of burglars equipped with cameras and bugging devices were arrested while attempting to break into the Democratic Party Headquarters in Watergate. Soon in a subsequent police investigation, it became evident that the Nixon officials and even the President himself might be involved in this burglary. Though Nixon government denied any involvement with the crime, it made several attempts to cover up the connections of the burglary to the Oval Office. But under the crushing pressure of the Congress and the public, Nixon was forced to appoint Archibald Cox and Leon Jaworski successively as the speci al prosecutors. Meanwhile it was revealed that Nixon had several records of the conversations that might contain the evidence of the President’s cover-up of the burglary. ... Though Nixon released several edited versions of the tapes, he claimed that the materials were â€Å"protected under executive privilege† (). Also Nixon’s attorney St. Clair argued for the President’s absolute power to withhold information from being released: â€Å"The President wants me to argue that he is as powerful a monarch as Louis XIV, only four years at a time, and is not subject to the processes of any court in the land except the court of impeachment† (Kutler 131). Constitutional Issues and Arguments in the Case At a stage, the questions were raised: 1. whether the President is entitled, by the Constitution induced separation of powers, with an absolute power to maintain confidentiality of information from the court or other branches of the government, 2. whether the President could protect information under executive privilege, 3. whether â€Å"the claim of executive privilege damages the precedent set by the 5th Amendment, which ensures due p rocess† (). On the State’s side, it was argued that the President does not have an absolute power to withhold information, as the court said, â€Å"Neither the doctrine of separation of powers nor the generalized need for confidentiality of high-level communications, without more, can sustain an absolute, unqualified Presidential privilege of immunity from judicial process under all circumstances† (US v. Nixon). Neither the president’s executive privilege should come into conflict with a court’s demand for evidence in a criminal proceeding. Also as far as the question of justice is related to a case, the court can properly render justice, as in this regard Warren Burger wrote, When a claim of Presidential privilege as to materials subpoenaed

See 'Assignment Criteria' below Case Study Example | Topics and Well Written Essays - 1750 words

See 'Assignment Criteria' below - Case Study Example The United Kingdom had not implemented this Directive by the required date but the Minister of Health, had issued a statement in the House of Commons to the effect that the United Kingdom's existing legislation, in respect of occupational injuries was fully compliant with this Directive. However, the legislation provides a remedy only to those employees who had been working, for the same employer for at least three years. The Health and Safety Regulations 19921 states that a business employing staff who have to work on computers for a long time, is duty bound to, first, assess and reduce risks. Some of these risks are aches and pains in the upper limbs, known as repetitive strain injury or RSI and headaches and stress. In order to mitigate the deleterious effect of this type of work, it is imperative that a correct posture has to be adopted for computer use and persons working on computers have to take regular breaks from looking at the screen. Further, it has to be ensured that workstations meet the minimum requirements, namely the provision of adjustable chairs and non-glare lighting. This also includes the general work environment issues such as congestion in the office. Commensurate with the intensity of the work, recesses from work have to be planned and implemented. During these breaks, employees should be permitted to stop using the computer. Such employers have to provide either free or reimbursable ophthalmologic tests to their employees. If special spectacles are prescribed for use while doing the job, then the employer must pay for such spectacles. In addition to this employers have to provide health and safety information and training to their employees, who should know how to use their workstations correctly.2 The EEC Treaty - Article 118a states that the Member States should pay particular attention to encouraging improvements. This is to be especially enforced in the working environment giving special emphasis to the health and safety of workers. Further, the Member States' objective should be the harmonization of conditions, with due attention being given to maintaining the improvements already made. In order to help achieve this objective the Council, acting by a qualified majority on a proposal from the Commission, in cooperation with the European Parliament and after consulting the Economic and Social Committee, should adopt, by means of directives, minimum requirements for gradual implementation, taking into consideration the conditions and technical rules obtaining in each of the Member States. The provisions adopted pursuant to this Article should not prevent any Member State from maintaining or introducing more stringent measures, which are formulated for the express purpose of p rotecting the working conditions of workers, compatible with this Treaty. Employees on fixed term contracts should be treated as favorably as permanent workers are. There are two sets of regulations required to implement the EC Fixed Term Work Directive 1999/70/EC (the Fixed-Term Employees (Prevention of Less Favourable Treatment) Regulations 2002 and the Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000 (Amendment) Regulations 2002). The basic idea of the new fixed term work regulations is to make it unlawful to treat a fixed-term employee less favourably than a comparable non-fixed term employee engaged in similar work

Bsa 375 Week 2 Individual Paper Essay Example for Free

Bsa 375 Week 2 Individual Paper Essay IT Solutions: Proposal for New HR System By University of Phoenix BSA/375 09/02/2013 Proposal for New Human Resource System In our quest to ever better ourselves the IT department, of Riordan Manufacturing, is submitting this Request for Proposal to integrate a more sophisticated, state-of-the art, information systems technology in our Human Resources department. Riordan Manufacturing has always strived to better ourselves by keeping up with technology in all of our operating systems and our manufacturing systems. Our goal is to remain at the forefront of the manufacturing community as we keep leading the way in all of our business systems and, at the same time, keeping the feel of a customer friendly company. We want to make sure that our customers can feel safe in the knowledge that we will do what is necessary to fulfill their business needs. As of now, our Human Resource, (HR), Operating System, (OS), has fallen short of this goal. Please understand that the system that is in place, while it has the ability to complete the task at hand is not sufficient enough for our growing organization. Right now, we are running many separate applications to process all of the HR system requirements. This process is not only time consuming, but is not a cost efficient solution that this company is looking for. If we want to accomplish our goal we need to combine all the old HR systems into a single integrated application. The IT department is looking to complete this project in approximately six (6) months, so the new system can be utilized in the second quarter of next year. We want to have a prototype system available for testing in approximately two (2) months before final system deployment, for training and technical support purposes. Our goal is to have all training and any problems fixed one (1) month before start up. This way we will have time to apply any necessary changes to the system. The new HR system will have many applications that can be used across most of our other business systems from Marketing and Sales to Inventory and  Warehousing. We are hoping for companywide training to be completed within four (4) months of startup, making the new system available for all departments before the end of the third (3rd) quarter. Below are some requirements that will need to be accomplished so that the process of integrating the new HR system will go smoothly. Access the Stakeholders Involved in System Startup The first step in setting up the new Human Resource Application, (HRA), is to gather information about the system requirements and user needs from everyone that will be involved in the startup and rollout of the new system. The process of gathering information from involved stakeholders can be a tedious process if the wrong techniques are used. So, to expedite this in an orderly and timely manner we will be passing out questioners to all members of the Human Resource Department and to all Department heads. Using Questioners will help the IT department get an idea of what requirements are expected from the new system. It is not cost efficient to talk to each employee so, it would be very beneficial for all that every questioner is filled out in a timely manner. We will be emailed to each employee on Monday September 9th, 2013 and would like a response no later than Thursday September 12th, 2013, (for processing purposes). Questioners will also be available on the Employee Web Site under HR applications. Another technique of gathering the needed information will be to conduct group meetings with the HR department executives and managers. The IT department will be holding Joint Application Development, (JAD), sessions starting Monday September 16th, 2013. These sessions are managed processes that the IT department uses to gather information in an efficient, cohesive manner. We want to use team involvement so that we can gain a firm understanding of what you, the client, will want out of the new HR system. The JAD session will help all of us jointly develop the new system. Ensuring Successful Gathering of Project Information We, in the IT department, want to make sure that every system requirement that maybe be asked for will be deployed at the time of the system prototype introduction. To insure that this goal is accomplished we must gather correct, concise and relevant information from each of you, the stakeholders  involved in the system development. Gathering good information will help us develop the system molded to what you want. We understand that the information gathering process can be a daunting task, but with your help we can make this as painless as possible. Remember, without your input on this project the IT department cannot rollout a system that will be an effective tool for Human Resources and the rest of Riordan Manufacturing. The ability to gather good information is the most important process in all parts of every System Development Life Cycle, (SDLC), and with everyone’s support in this process the system rollout will go smoothly. Developing the Project Scope and Project Fea sibility Riordan Manufacturing wants all projects that go into development to be successful. If we want the new Human Resource system to be successful we will need to institute a project scope system. Even with the feedback and involvement of each stakeholder and the success of other projects delivered from the IT department there is a chance that this new system can still fail. At any given time there will be necessary changes to the project. These changes can have a negative effect, but our goal is to remain focused on the system requirements. We want to delivers the new system on time and under budget with the required functions that are expected. Our plan is to set up a system to manage key aspects of the new systems development: * Project Size – Understand how large this project will be * Project Goals – Make sure goals are set and achievable * Project Requirements – All system requirements are carried out To deliver a finished project that meets the goals above our Project Scope will need to follow a these five (5) steps: * Project Initiation – evaluate the need of the new system and deliver appropriate solutions. * Scope Planning – Create a feasible Work Breakdown Structure, (WBS) that charts all the work that will be done on this project. * Scope Definition – Working with you, the end user, expand in detail the work breakdown the will be needed. * Scope Verification – Timely scheduled work assessment and acceptability checks by the end user and the IT department during the SDLC of the new application. * Scope Change Control – Put a formal system in place to control any system changes that will take place. This will  limit Scope Creep, (Unauthorized access to changes to the system). As you can see, applying proper scope management will be crucial in the development of the new Human Resource system. Conclusion To stay as one of the leaders in manufacturing we must keep trying to evolve. While we at Riordan Manufacturing have strived to be the best in the industry there are occasions when we must look into ourselves and see what changes are needed so that we can remain an innovator in manufacturing techniques while still being a customer friendly organization. The current Human Resource system has fallen behind and is keeping us from maintaining all that we have set out to accomplish. Integrating a more sophisticated, state-of-the art, information system in our Human Resource department will accomplish more than just the above goal. It will streamline our business applications into an easy to use easily accessible system that will be cost efficient with little maintenance. This is what we have always strived to accomplish and this new system will keep us on track. With proper planning, creating a good project scope, gathering good, reliable and relevant information and with your constant in volvement throughout the SDLC of the new HR system we will be guaranteed of a successful project completion and rollout. Thank You. IT System Manager 09/01/2013 References Wich, Darren. 2009. â€Å"Project Scope Management† IS 6840. Online http://www.umsl.edu/~sauterv/analysis/6840_f09_papers/Wich/scopemanagement.html Heldman, Kim. PMP, April 14th, 2009. â€Å"The Importance of the Project Scope Statement†. Lakewood, Colorado. Online. http://pm.97things.oreilly.com/wiki/index.php/The_Importance_of_the_Project_Scope_Statement Blankenburg, Joanne. September 9th, 2012 â€Å"Use Joint Application Design (JAD)

Enterprise Resource Planning System In The Hotel Industry

Enterprise Resource Planning System In The Hotel Industry With the increasing sophistication of hotel guests and patrons, the continual improvement of hospitality services towards the attainment of unparalleled excellence in the business remains the only edge the hotel has to sustain its position if not attain the leadership in the industry. By adopting the ISO 9001:2008 framework, the acculturation of a learning organization into the consciousness of each employee of the hotel shall provide the impetus to strive and be better in providing service to hotel guests and patrons. A Quality Management System or QMS will govern the conduct of each of the hotels front liners. The QMS shall also provide the parameters for quality service while performance monitoring of each of the processes shall be through the process key performance indicators. Any flaw or parameter that fails to satisfy the accepted threshold of the performance indicator shall be subject to a root cause analysis to determine a corrective or preventive solution. The QMS requires regular review to ensure that the organization remains focus and faithful to its objective. The hotel employees performance shall be subject to evaluation by using the key performance indicators root cause analysis. For QMS, the hotel guests or patrons feedback, comment or opinion is accorded greater weight as it will not only change how the hotel will conduct its business but it will equally show how the hotel value their guests and patrons point of view with regard to the hotels operation. Contents Executive Summary 2 Contents 3 Introduction 4 METHODOLOGY 5 THE HOTEL 5 Design 6 Supply 7 Planning 7 Shop-floor control 8 The environment 8 Technology 8 The Hotels CUSTOMER SERVICE 9 CUSTOMER SERVICE Challenges 11 Summary 12 Bibliography 13 Introduction Revenue in a Hotel business shall anchor on two factors, namely: (1.) level of occupancy or guest traffic that includes patrons to its facilities, and (2.) Efficiency and Quality of its services (Cornell University, 2010). Thus, among other industries in the world, the Hospitality industry remains dependent on the market pulse and good business sense. Good business sense refers to the operation strategy and business strategy that would result to operation efficiency and quality service. The marriage of technology and human ingenuity are very much apparent in the hotel industry by deploying an Enterprise Resource Planning system. As applied to the hotel industry, it would ensure excellent customer experience from their reservation up to their next visit. The deployment of a Customer Relationship Management System would ensure that all issues are addressed and monitored and shall similarly ensure that the business is properly guided on how to become customer centric. However, technology will not work on its own as its success will be dependent on the employees who use the system and those who will execute the work instructions recommended by the system. A framework that will capitalize on the strength of the employee enabled by technology shall be the onus of this paper. The sole purpose of which is to ensure the customer focused operation of the hotel while practicing processes that feed on continual improvements to manage the bottom line. Using these strategies, Leadership in the industry and profitability should not be far behind. METHODOLOGY The valuable discussions in Operation Management have been the inspiration by this writer to seek out more knowledge in pursuit of excellence. Thus, it led to the discovery that the concepts presented herein have been in existence for some time, and various authors not only wrote extensively on the subjects but they have exhaustively been part of its continual improvement so to speak. Capitalizing from the experiences of these management gurus and the erudite deliberation in Operations Management this author therefore recommend a more comprehensive examination of the Hotels Customer Service. Using the ISO 9001:2008 Quality Management System framework, this author shall discuss the merits and wisdom of its implementation in this paper in support of the Hotels operation and primordial goal. It is ideal to implement the quality management system in all the processes of the Hotel to ensure that there will be no gap that can dissuade if not prevent the Hotel from being the center for customer service excellence. The ISO 9000 Quality Management System have previously been regarded as applicable only to the manufacturing industry since it normally refers to the quality in the creation of a product. However, in ISO 9001:2008 Quality Management System the word product can alternately refer to as service  [1]  . The hospitality industry has long been recognized a service-oriented industry (Ramaswamy). Its main product is unlike any other industry since its product is the service provided by the hotel employees. The quality metrics of hospitality service is equal to the amount of satisfaction of each customer multiplied by the number of customer over a period of time. THE HOTEL The hotel is a five star hotel that is highly profitable and popular privately owned located in the center of an international city with a high level of tourist traffic, particularly international tourists. It boasts of a two hundred fifty suites, two dining rooms, one of which offers a standard menu and seats three hundred people while the other seats only a hundred but it offers discriminating a la carte choices for an upscale market. The hotel also has two cocktail bars; one that is publicly accessible from the streets while the other is for hotel guests only however both are open to guests and non-guests alike. The hotel is home to three kitchens, with the two serving the two dining rooms while the third serves the three function rooms rented for parties, weddings, conferences and other similar events. The function rooms seat fifty, two hundred and one thousand, respectively while each function room can have their own bars if required. The hotel similarly provides other facilities that would include a swimming pool, gym, sauna and a car park with one hundred and fifty private bays. The hotel employs both permanent full-time and part-time contract workers. Each area has its own supervisor, with qualified and experienced managers overseeing the supervisors for the respective departments. As indicated, not only does the hotel enjoy a modest profit from its operation, it boasts of a decent amount of guest and patron traffic from its hotel and facilities operation. Design Designing a particular type of service impacts the hotels customers to enrich their stay or their hospitality experience is a practical application of this concept as described by Slacks and Johnston in 2004. To illustrate: the design process in the formulation of a process that will provide returning guests with discounted rates if they return during the off-peak or lean days will ensure occupancy during the lean months and expand marketing exposure. Supply Raw materials used as ingredients to hotel food are sensitive to spoilage and contamination thus it is important to manage its handling from delivery, storage and inventory. The release of the goods from storage should be strictly enforced and implemented through proper tagging and warehousing strategy. To illustrate; Meat products can last for a certain period through refrigeration but must also consider volatility and seasonality to its supply. The system predicting the usage of the hotel base on its routine consumption and the scheduled events shall either place an order or forego an order automatically and later implement First-in-first-out in the warehouse with the use of the inventory tag. Planning Planning within the context of the hospitality industry often relates to Business Planning. Case in point, the hospitality business is sensitive to the time of the year particularly its occupancy. From July to August is normally the time when air travel is at its busiest due to the summer vacation in the United States and some countries. Hotels outside the United States that are vacation destinations of Americans are at its busiest. However, during the lean months, when occupancy is at its lowest, hotel managers and administrators creativity are normally put to test. To illustrate a viable business strategy during the lean months is to pre-sell the room through discount cards. The concept is to sell discount cards at a price of one or two nights stay that will be availed only during the lean months. Modest discounts may be availed by cardholders including the facilities or services offered by the Hotel. The card shall expire within one year from its issuance to give the hotel the opportunity to sell continuously the unoccupied hotel rooms during the lean months. Shop-floor control Shop floor strategies include Job and shift Scheduling, housekeeping, Process improvement and increasing process efficiency in the context of providing quality service. ISO 9001:2008 has closed the gap between a tangible product and service that both demand quality. According to the system, the best way to ensure quality service is to identify focus areas, then to provide measurable targets that are congruent with the focus areas goals. The environment Some hotels realize their impact to the environment of the local community and as part of their strict adherence to their corporate conscience social responsibility often adopts a sound environmental management system. Not only would this comply with the international initiatives regarding environmental concerns but in practice, this will also respond well to its corporate social responsibility initiatives. Technology The use of technology to lower the cost of operation through the automation of processes and increase the security at the hotel is a strategy that does not normally provide a tangible and visible result overnight. To illustrate: Supply Chain Management as envisioned is a technology driven strategy that will ensure that raw materials used as ingredients for food do not spoil or do not get contaminated. The strategy requires inventory immediate tagging in each delivery. By providing secure keys to every guest, a hotel management system would be able to adjust the room temperature and the Air Handling Unit load depending on the rooms that have activated keys. Using the secure keys inserted in its slot will enable the system to determine the additional load needed for the air conditioning requirement instead of the Air Handling Unit continuously operating even without any guest inside is a waste of energy. The Hotels CUSTOMER SERVICE The hotels customer does not start becoming a customer when he finally pays the initial down payment for a room or service, he does not start becoming a customer at the instant he shows up at the hotels premises or orders his first drink from the bar. A guest or patron starts becoming a customer as soon as he says the first word to any of the hotels staff, telemarketer or even parking attendant or valet (Borsenik Stutts, 1997). Ergo, all aspects of the hotels operation almost concern itself with customer service. Customer service is not merely providing the hotels service to the guests or patron, it is making sure that the customer is satisfied and fulfilled in the usage of the facilities including their encounter with the hotels staff (Michelli, 2008). Therefore, all processes that will affect the customer directly or indirectly are customer service providing processes. To illustrate the reservation clerk represents the hotel as its first liner when the customer called in to reserve a room or book the one of the services of the hotel. A pleasant conversation would result to immediate booking and a not so pleasant conversation is the loss of a potential client. The interaction with the valets or the parking attendants may be the second encounter of the hotel with its customer. The next would be the door person, the front desk, the concierge, the room boy, the hotel cleaners and then floor security for hotel guests. While for those partaking and enjoying the services of the Hotel would be entertained from the door person by the receptionist and then the floor manager or the facilities attendant. The guests would then be interfacing next with the waiters if they were at the bar or restaurant, the lifeguard for the swimming pool and fitness instructor for the gym and sauna. To illustrate the indirect service providers in the Hotel that ensures not only the satisfaction of the guests or patron they themselves are responsible for the behind the scene hospitality experience. These would include the kitchen staff that would include the chef and those responsible for preparing the food. The engineer that ensures the temperature of the pool and the gym is optimal or the safety engineer monitoring the safety levels at the sauna, the hallway and lobby temperature. The indirect service providers also include the cashiers that provide the correct change and charges, the security guards that ensures the safety of the guests and the surrounding. This also includes the janitorial staff that ensures the health of the guests by making the immediate surrounding garbage or dirt free. The processes that govern the operation and performance of the customer interaction of the services provided as described shall be the focus of the Quality Management System framework of ISO 9001:2008 (International Organization for Standardization, 2008). Aligning with the Vision, Mission, Values and Strategy of the Hotel the Quality Management System framework will allow the Hotel to define its own Quality Mission Statement that states the personality of the hotel. Each of the processes followed or implemented by the process owners as described above that interacts with the Hotels guests, patrons or customers, in general, shall be covered by the Quality Mission Statement. Juxtapose with the Quality Missions Statement aligned processes, Key Result Areas will be developed will remain the targets of the processes. The Key Result Areas should be customer centric and should work towards the attainment of the best hospitality experience of the guests or patrons as provisioned by the Hotel. In order to measure the success of the process owners in achieving their key result areas, metrics in the form of key performance indicators for each process are to be developed. To illustrate: The valet service is often neglected by most Hotels but its importance and the opportunity it presents to save the Hotels image from the customers bad experience from the services of the hotel is precious being the last process the customer has to go through before leaving the hotel. The possible key result area for the valet services could be the immediate return of the guests vehicle to him. The key performance indicators could be the amount of time it will take the valet to retrieve the car and return it to the owner. The idea would be the shorter the amount of time it takes to retrieve the car the more satisfied the customer would be. CUSTOMER SERVICE Challenges Cultural Sensitivities The primary challenge in any customer service is the differences in the personality or origins of the guests. Cultural sensitivities often create friction between the service provider and the customer. To illustrate: in the west shaking the head from side to side often means no, however in some culture particularly the Indian culture it means yes. Gender and Other Sensitivities At times, being chivalrous is being sexist while being helpful to people with disabilities is being offensive. A balance and clear criteria are should be studied depending on the area where the Hotel is located so as not to compromise quality service with sensitivities. Summary The hospitality industry has evolved from an industry that only provided board and lodging to transient travelers in the previous century to an actual destination that offers a myriad of services to weary travelers and to vacation and relaxation seekers. The Quality Management System as enabled by technology should provide the edge to the hotel in terms of managing its bottom line from the business perspective while also providing the framework in determining the best way to service its guests and patrons. The Quality Management System therefore will equally define the customer centric culture of the hotel geared towards providing the best, if not one of the best hotel experience to its guests. The continual improvement concept of the Quality Management System will engender excellence in the very fiber of the hotels staff. The key performance indicators shall provide the metrics to gauge the efficacy of the process including the performance of its employees. The root cause analysis as well as the development of the corrective and preventive solution is essential to the concept. One of the virtues of ISO 9001-2008 Quality Management System is that it would let the hotel develop its own Quality Management framework as derived from the hotels unique culture. The hotel shall not only reflect its personality but it shall be the driving force towards excellence in customer service. The commitment to customer service as driven by the Quality Management System shall therefore be personal not only for the organization, but also for the individual employees.