Victims And Crime Evaluation

There are many roles in the courtroom that each person plays and each role has its benefit for the criminal justice system as a whole. It is understandable that each role plays a part in the sentencing with the hope that justice is being served but with much intentions and seen all too well that everyone is not satisfied with the sentencing phase and may feel that justice has not been served and some may feel that it has. In the courtroom the roles of each person happens to be a part of case and the prosecutor, defense attorney, criminal, and victim all play a role.There are others that are a part of the role in the court room who also play a valuable role and it is the judge, courtroom recorder, jury, and witnesses. It is understood the focus of the sentencing and who it may affect the most is the prosecutor, defense attorney, criminal and the victim. The role of the prosecutor is to make sure that there is enough evidence for the criminal to be convicted and with evidence the prose cutor takes the approach to convict the criminal and to bring closure for the victim.It may seem as if this phase would be the easiest for the prosecutor but it’s not an easy task and to deliver a sentence that would be fair to the victim, society, and the community by asking for a sentence that would be for the crime that the criminal had committed, in all cases for the prosecutor it is not true that the criminal will get the amount time that they intend for them to get, in a case dealing with rape when there is a victim involved and the criminal has all evidence against them and the victim testifies as well and the prosecutor ask for a mandatory 30 years and when it’s all over the defense attorney ask for a minimum of 15 years and the defense attorney wins.And it leaves the victim as if no justice has been served and the prosecutor may feel as if he failed the victim but the role of the prosecutor is to convict the criminal but they have no guarantee that the sentenc e would be fair for the victim, the criminal, society and the community. The prosecutor always must keep in mind of the alternative sanctions in which the defense attorney will definitely try to get the best interest for the criminal.The defense attorney role is to try and make the criminal innocent and with much effort even when there is substantial evidence against the criminal the defense attorney is looking for the best well-being for the client and all alternative sanctions that may be in place for the criminal and if all else fails the defense attorney is looking for the less sentence as possible for the criminal and not to say that the defense attorney has no remorse for the victim but still feels that the criminal should have alternative sanctions when it comes to the sentence such as possible parole in five years if convicted, probation, or register as a sex offender and it all depends on the case that is being tried at the time and with most cases that involves victims.The defense attorney has the right to cross examine the victim and it makes them relive the torture or it may cause the case to go into another direction that may make the criminal look guilty. In all cases when it comes to sentencing the defense attorney looks for the best interest for the criminal and without failure if it means that the criminal agrees to a plea from the prosecutor and if it is the best interest for the criminal the defense attorney is more than willing to cooperate with the prosecutor. The criminal will go as far as they can go in the sentencing phase to either be found not guilty, guilty, or to even be offered an amount of time if found guilty and sometimes is willing to take the sentence that is given.Once the criminal is found guilty and sometimes will be asked to speak and they may ask forgiveness to the victim and family members of victims but they probably will not change the sentence for the criminal no matter how much compassion that they show. The criminal usually hope for alternative sanctions when they see that they be found guilty and will be willing to take a sentence of 20 years with possible parole than a sentence that gives them life without the possibility of parole. It all depends on the prosecutor, defense attorney, and the evidence that will determine the sentence for the criminal. The victim with any case just want justice to be served and may have to go through counseling in order to get their own life back together, they in turn want the max sentence for the criminal and see no alternative sanction for the criminal.They may believe that if the criminal is sentenced to the max then they will never be able to hurt or bring harm to anyone else and they are looking for the role of the prosecutor to make it be a known fact of their grief, pain, and there suffering after the criminal has done all that they could to destroy them, the victim is very emotional and whenever the sentence is not what they want for the victim they f eel as if justice has not been served. The goal of the sanctions for the criminal is see that they can be productive members of society and that they can be rehabilitated even if found guilty of all charges, they still see hope in alternative sanctions.The victim doesn’t see hope in alternative sanctions, the prosecutor may agree to alternative sanctions and the defense attorney is willing to fight for the alternative sanction for the criminal. The recommendations for victim’s right is that they continue to seek counselling and that the victim advocates continue to follow up on victims and that they have a 24 hour around the clock to be at the aid of victims in order for them to be able to go and live their normal lives without fear and pain of every day if they are the victim or if they are the victim of a loved one that they have lost by the hands of the criminal so that they choose not to seek revenge for themselves.

Consumer Perspective About Quality Service Provided

1. 1 AN introduction overview TO THE BROAD AREA OF TOPIC This research is based on comparison of Quality service offered by pizza hut and dominos. This research is based on to test the quality of service and comparison between two Pizza Houses. The fast food industries of India is experiencing phenomenal growth and is one of the fastest growing sectors in the country, with the compounded annual growth rates of the market crossing 25%. Further, on the back of changing and busy lifestyle, fast emerging middle class population and surging disposable income, the industry will continue to grow at a pace in coming years.It now accounts for roughly half of all restaurant revenues in the developed countries and continues to expand there and in many other industrial countries in the coming years. But some of most rapid growth is occurring in the developing world; where it's radically changing the way people eat. People buy fast food because it's cheap, easy to prepare, and heavily promoted. T his paper aims at providing information about fast food industry, its trend, reason for its emergence and several other factors that are responsible for its growth.This report provides extensive research and rational analysis on the Indian fast food industry and tracks the changing dynamics of the market. It features market performance, key related sectors and competitive landscape of the market. The research study looks into the market condition and future forecasts, and outlines current trends and analysis. It has been made to help clients in analysing the opportunities, challenges and Drivers vital to the growth of fast food industry in India.For the purpose of this report, Fast Food Industry includes fast food restaurants, teahouses, coffee shops and juice bars in India. Consumers will be feeling the impact of the crisis far more over the coming months and will have to adjust their daily habits and attitudes accordingly. There are already clear signs pointing in this direction, which are not necessarily detrimental to food retail. In times of economic crisis, the cocooning effect tends to emerge and this involves consumers focusing increasingly on activities within their own homes.Although only around half of consumers will actually be affected by the crisis, the situation will have a major impact on food retail. The various sectors, industries and retail will all be affected by the economic crisis to varying degrees. There will be losers, but also winners in this downturn. The 6000 corer fast food retail industry is mainly dominated by the multinational players and the key players which are active in the research of the food retailing include Pizza hut and Dominos. Introduction to Pizza HutPizza Hut is one of the flagship brands of Yum! Brands,Inc. , which also has KFC, Taco Bell, A&W and Long John Silver’s under its umbrella. Pizza Hut is the world’s largest pizza chain with over 12,500 restaurants across 91countries. In India, Pizza Hut ha s 137 restaurants across 36 cities, including Delhi, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, and Chandigarh amongst other is in the process of opening Pizza Hut restaurants at many more locations to service a larger customer base across the country. Introduction to DominosDomino's vision is focused on â€Å"Exceptional people on a mission to be the best pizza delivery company in the world! â€Å". Domino's is committed to bringing fun and excitement to the lives of our customers by delivering delicious pizzas to their doorstep in 30 minutes or less, and all its strategies are aimed at fulfilling this commitment towards its large & ever growing customer base. Domino’s constantly strives to develop products that suit the tastes of its customers, thereby bringing out the Wow effect (the feel good factor). Domino's believes strongly in the strategy of ‘Think local and act regional’.Thus, time and again Domino's has been innovating toppings suitable to the taste buds of the local populace and the Indian market has very well accepted these. Domino's Pizza started life as Domi Nick's in 1960 founded by two brothers Tom and James Monaghan from Michigan. Within 8 months, James sold his share in the company to his brother, leaving Tom the sole owner of the pizza outlet. After 38 years as the head and owner of Domino's, co-founder Tom Monaghan decided to hand over the reins to another company, Bain Capital, selling his 93% share of the firm for a whopping $1 billion in 1998.The first UK Domino's Pizza store was opened in 1985, with the first outlet opening its doors in 1991. Domino's Pizza is now the second largest home pizza delivery company in America and has a global presence with 9,000 corporate and franchise outlets operating across 60 different international markets employing 145,000 employees worldwide. Domino’s Pizza India Limited is a Pizza Retail company spread across India across 85 Locations in 22 Cities. Their Sales Model is Take away and deliveries, deliveries accounting for about 70% of their business.Hence their main focus in to acquire and retain and increase the value of their customers. Domino’s Pizza India Limited is a Pizza Retail company spread across India across 85 Locations in 22 Cities. Their Sales Model is Take away and deliveries, deliveries accounting for about 70% of their business. Hence their main focus in to acquire and retain and increase the value of their customers. It holds the complete Customer Information including the transaction history.Grouping the customers based on User Specified Criteria to facilitate campaigns on the selected groups. The Campaign Management module is used for planning, executing and analysing campaigns results. Apart from this, the solution would also provide detailed analysis of Sales trends and customer behaviour over parameters such has time, Hours of day, Customer Segment, Order value, order frequency etc. 1. 2 INTRODUCTION TO THE SP ECIFIC AREA OF TOPIC This Project has been titled â€Å"Comparative study on consumer perspective about quality service offered by PIZZA HUT Vs.DOMINOS† It is been noticed that there is shift of customer from Dominos to Pizza hut and there is increase in number of customer at Pizza hut and also there is drastic change in areas of customer satisfaction, approach and the customer retention which is only because of the quality service that they are getting from the respective outlets. The study would help the hospitality based industries to plan and to build the strong, sound and rigid strategies to make the loyal customer and their satisfaction and retention.The habit of consumer changing from one brand to another brand due to many reason like Quality of service, Price, Accessibility, Value for money and Speed with service. By comparing Number of transaction that happened at Pizza hut and Dominos from 2006 to 2011. This is found that there is decreasing in Pizza hut Transaction by every Year. This topic of study is based on the SOP and the Standard that the company following to win back their customer again and again. Some of these are as follow:- Fact to Pizza Hut * Pizza Huts worldwide sales were approximately $10 billion. * Pizza Hut service more than 1. million pizzas every day to approximately 5 million customers worldwide. * Pizza Hut owns and operates more than half of its restaurant and delivery units making Pizza Hut, Inc. the largest company-owned restaurant chain in the world. * The highest volume Pizza Hut restaurant in the world is in Moscow followed b stores located in France, Hong Kong, Finland and the U. K. * Outside the US the country with the most Pizza Hut units is Australia (405) followed by Canada (354) and the U. K. (326. * Pizza Hut delivery drivers range in age from 18 to 80 miles, and average 50 miles per driver per day to deliver Pizza Hut products.The mode of transportation varies from country to country with motor scooters the most common mode in Western Europe, the U. K. And the Asia Pacific Countries. * Pizza Hut uses 2. 5 percept of all the milk produced in the US every year for cheese. That cheese production requires a herd of 250,000 dairy cows producing at full capacity 365 days a year. * Pizza Hut uses more than 50 million pounds of wheat representing the annual yield from nearly 400,000 acres of wheat. * Pizza Hut uses more than 400 million pounds of tomatoes each year and 50 million pounds of pepperoni. Approximately 50 % of all Pizza Hut units outside the US are full service restaurant. About 35 to 40 % are delivery carry out units, and 10 t0 15 % are express units or slide â€Å"windows†. Vision â€Å"Growth with big heart† Mission â€Å"To become the number one company in every category we operate† Pizza Hut Objectives * Making great pizza * Customer satisfaction * Customer mania * To have strong appetite for learning * To wake up every day in order to think about global m arket. * To provide great service to all customer. * To celebrate the successful of the company. * To put yum on peoples face around the world Interrelated System at DominosThe Point of Sale application is located at the store. The Customer Service Representative (CSR) takes the order in this system. It is a Clipper/FoxPro Bases system in use since Dominos started operations in India. It primarily holds customer information such as Name, Phone Number and Address and Location (Delivery Area/Sector as defined by Dominos) data transfer is One way i. e. from POS – SLX and subsequently in the next phase it would be 2 way. Email System: A POP3 Email System to send out email. Functional Equipment at Dominos * Customer Management * Campaign Planning * Campaign Execution * Post Campaign Analysis Reports and Analysis Customer Management at Dominos Information from the POS in brought in by Batch Data Import and data such as Last order date, Total order value, Order Frequency, Average ti cket value are calculated after batch update is done. This is used to classify the customer based on customer inactivity, order value etc. to run Campaign to get further business from the customer. Response of Management at Dominos The responses for all the above communication channels are captured in the POS and are then imported into the Sales logic system. The responses are recorded as Orders booked against the campaign.Only a delivered order is considered as a response to a campaign. Sales logic however provides the functionality to capture other forms of response and can be used at a later stage as and when the requirement arises. The response is captured in order to perform effective post campaign analysis. Dominos in India Domino’s was incorporated in New Delhi on March 16th1995 as a private company under the name Dominos India Private Ltd. Domino's Pizza India has remained focused on delivering great tasting Pizzas and sides, superior quality, exceptional customer ser vice and value for money offerings. Domino’s PizzaIndia has a network of around 300outlets, in 65 cities, in 22 states and union territories (as on 31st Jan 2010) According to the India Retail Report 2009; it is the largest Pizza chain in India and the fastest growing multinational fast food chain. Vision â€Å"Exceptional people on a mission to be the best pizza delivery company in the world! † Domino's is committed to bringing fun, happiness and convenience to the lives of our consumers by delivering delicious pizzas to their doorstep in 30 minutes or less ,and its efforts are aimed at fulfilling this commitment towards its large and ever-growing customer base.Today, Domino’s occupies 65% market share in the home delivery segment. Mission â€Å"Exceptional franchisees and team members on a mission to be the best pizza delivery company in the world. † Itimplements this mission statement by following business strategy:- * Puts franchisees and Company-owne d stores at the foundation all thinking and decisions; * Emphasizes ability to select, develop and retain exceptional team members and franchisees; * Provides a strong infrastructure to support stores * Builds excellent store operations to create loyal customers. 1. 3 introductions to the TopicThis study under the head â€Å"Comparative study on Quality service offered by Pizza Hut vs. Dominos† has been undertaken to measure the satisfaction level of customers regarding the products and the services provided by the respective organization. Sources of data collected from Primary data and Secondary data. Sample Size taken 100. Technique of analysis was chi square. The type of study used is Descriptive Study. Sample technique is Convenience Sampling. The topic mainly focuses on the quality of service offered by both the company and the result of which the company got more popular day by day.This Dissertation report provides extensive research and rational analysis on the Indian fast food industry and tracks the changing dynamics of the market and demand. It features market performance, key related sectors and competitive landscape of the market. The research study looks into the market condition and future forecasts, and outlines current trends and analysis. It has been made to help clients in analysing the opportunities, challenges and Drivers vital to the growth of fast food industry in India.For the purpose of this report, Fast Food Industry includes fast food restaurants, teahouses, coffee shops and juice bars in India. Consumers will be feeling the impact of the crisis far more over the coming months and will have to adjust their daily habits and attitudes accordingly. From the study researcher inferred that the customers who are visiting at Dominos are highly satisfied with its products and services than the Pizza Hut. The environment of the store & variety of products at Pizza Hut and Dominos makes difference in mind of visitor.This Out let have a t remendous potential where it can improve its revenue drastically by concentrating on its existing customer base. Thus this project topic is mainly tells about the policy and the standard that the Pizza Hut and Dominos uses to serve the customer daily bases in the Dine In as well as Home Delivery service. This topic will make someone to understand the comparative study of service quality offered by these both company 2. 1-Introduction to literature review and Research Design This research is based on compassion of the quality service offered by Pizza Hut and dominos.This research is based to test the quality of service and comparison between two Pizza outlets jointly, with seeking the factor with the GAP. With this study, we wanted to demonstrate the easiness of use of SERVQUAL instrument in the case of the Quality, showing that the questionnaires can easily be reproduced and adapted to any services organization. Therefore the present model in order to be applied in this kind of orga nization needs future and profound refinements. The research conducted for this Dissertation study is descriptive type. The data collection was done through questionnaire and the secondary Data available.Making right design and the planning for the report is essential for every project reports which will make the reports original, meaningful and the informational. The research design must be simple so that the researcher can complete the report in time with full of information. 2. 2-Literature Review A consumer’s perception of quality levels has long been a focus for marketing literature research. For example, the consumer’s judgement concerning an entity’s overall level of excellence or superiority has been used as a measurement of perceived quality.Objective measures of quality, measured by elements such as the â€Å"conformance to requirements† or â€Å"freedom from deficiencies† have been defined as the basis for quality assessment. However, th ese objective measures are difficult to translate into methods for assessing service (as opposed to product) quality. 2. 2. 1 Customer satisfaction and loyalty studies in service This difficulty led to the development of Seroquel, intended to assess user perceptions of quality in a service environment from the methodological point of view: Respondents fatigue at having to rate all service attributes twice.They also tend to rate most dimensions as being highly important, since they are unable to distinguish between aspects that are very and extremely important Respondents may interpret expectation importance questions in different ways. Parasuraman, Zeithaml and Berry (1988) â€Å"SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. † Journal of Retailing developed the original 22 item SERVQUAL scale with questions intended to assess five specific dimensions (tangibles, reliability, responsiveness, assurance, and empathy).Parasuraman in 1985 i dentify the 10 core components of service quality as reliability (consistent performance and dependability), responsiveness (willingness/readiness to serve), competence (possessing knowledge and skills), access (approachability and ease of contact), courtesy (politeness, consideration and friendliness of staff), communication (updating and listening to customers), credibility (trustworthy and reputable, with customer interests at heart), security (freedom from danger and risk), customer knowledge (Understanding needs and personalized attention), as well as tangibles (facilities and physical features).The SERVQUAL instrument utilizes a â€Å"gap (or difference) [Carman, James M. (1990) â€Å"Consumer Perceptions of Service Quality score†] analysis methodology, wherein the user’s expectations for service quality are assessed at the same time as the user’s perception of the actual system performance. The difference between these two scores (performance minus expec tation) is used as the basis of analysis. At least two studies have found evidence that SERVQUAL represents a one-dimensional model. [Charles W. Lamb. 1991) â€Å"An Evaluation of the SERVQUAL Scales in a Retailing Setting†,] a 1993 study concluded that the performance-only element of SERVQUAL â€Å"performs about as well as SERVQUAL itself†. The authors found that â€Å"Overall, the oncological validity evidence somewhat favours the non-difference score measure to the SERVQUAL measure†. CONCERNS ABOUT SERVQUAL’S UNDERLYING DIMENSIONS One of the aims of this study involves the use of SERVQUAL instrument in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered.Another aim of this is to point out how management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their affections on increasing/decreasing service quality gaps . In the following, after a brief review of the service quality concept, the model of service quality gaps and the SERVQUAL methodology is demonstrated and an example is presented to pinpoint the application of the SERVQUAL approach. Then, after a discussion the value and the quality of the product should be kept safe. This will ensure the quality of the service offered by the out let is up to mark.So that the guest royalty can be maintained and provide the royalty to every guest. 2. 3 statement of the problem This Project has been titled â€Å"Comparative study on consumer perspective about quality service offered by PIZZA HUT Vs. DOMINOS† this is to find out that the quality of service offered by Dominos and the Pizza Hut and why the customers choosing this industry for their food. It is been noticed that there is shift of customer from Pizza Hut to Dominos and there is increase in number of customer at Dominos and also there is drastic change in areas of customer satisfact ion, approach and the customer retention.The study would help the hospitality based industries to plan and to build the strong, sound and rigid strategies to make the loyal customer and their satisfaction and retention. The habit of consumer changing from one brand to another brand due to many reason like Quality of service, Price, Accessibility, Value for money and Speed with service. By comparing Number of transaction that happened at Pizza hut and Dominos from 2006 to 2011. This is found that there is decreasing in Pizza hut Transaction by every Year. 2. 4 scope of the problemThe current study is undertaken for the purpose analysing the quality of service offered by Pizza Hut and Dominos. Details of the operations of the companies that have been providing the quality service to retain their customer. A study covering performance of the business will definitely give a better result with respect to the financial performance of the business and the marketing aspect of the business. If the financial performance of the company is compared with few other reputed firms in the industry will give the clear picture about the position of Pizza Hut and Dominos. This study helps the organizations to increase the customer loyalty and satisfaction. * This study will help to manage the internal environment and the management to make customer happy by providing quality service * This will ensure to maintain the guest culture at the organisation so the company can achieve the loyal customer again and again. * This will help in maintaining the product quality and accuracy on the service offered. * This study gives s cheer information about consumer preferences on different brands of Pizza out let. * This study gives information about consumer awareness on quality of food they serve. The study is useful to know the consumer preference and their reasons to prefer and not to prefer product of this company. * This study is useful to amylase the price position of their choice. * T his study is useful to know the impact of brand advertisement on consumers. This study is useful to know the set is faction level with different attributes of the company 2. 5 objective of the study This study has been undertaken to: * To study about the quality of service that customer gets from Pizza Hut and Dominos and compare the service quality of both the company to find the required solution to lacking. To make the future plan and to decide for the present changes that need to bring in the business to win back the unhappy customer. * To understand how the hospitality company make the customer satisfaction and deliver quality service. * To understand the procedures and techniques involved in marketing aspects of the concern. * To analyse and evaluate the Marketing performance of the business and to ascertain the rate of success * To know the way of segmented its products to know the areas in which the dealers satisfy their customer and the areas that they need to improve. 2. 6 methodology of the studyResearch generally refers to a search for knowledge. It may be defined as the objective and systematic method of finding solution to a problem, which consists of systematic collection, recording, analysis, interpretation and reporting of information about various facts of a phenomenon under study. It plays a truly analytical approach to decision-making and helps in the evaluation of the decision that has been taken. The study requires data to be collected from Primary and secondary sources Secondary data would be collected from websites, journals, monthly and annual publications of the cement Organizations, Magazines, and Experts.Data collected would be compiled, classified and tabulated for analysis. Analysis would be done using the statistical tool of comparative techniques. Inferences would be drawn from the analysis, conclusions would be made and suggestions would be given The First Phase of Study * To collect secondary data about the customer feedback a nd view about the quality of service received from the company and * Primary data through the questionnaire. The Second Part is an Analytical Study * To examine the requirement quality service and customer satisfaction in the areas of hospitality. Method of Data CollectedThe method adopted for the study is collecting data. The data there are two ways. * Primary data * Secondary data Primary Data Primary data is the data collected by the researcher of the specific study. The study entitled â€Å"Quality of service offered by Pizza hut Vs. Dominos† with special reference quality food. To get an accurate detail separate structured Questionnaires were designed for customers. Discussions were held with customers. The study is of more than 100 customers at different areas in Bangalore * Through questionnaire Secondary Data Secondary data can be defined on the data collected by someone else for the purpose of study.It is based on second hand information. The data collected with comp anies past record, Journals, Broachers and from the library. * Websites * Newspapers * Journals, Magazines, Annual publications of Banks * Books , Internet Sample Size For the need of the study the customer survey was conducted. The sample size for the customers was 100. About Questionnaire The Questionnaire is the most common instrument used in collecting primary data for the study conducted. Questionnaire is one for the consumer was used. These types of questions included in the Questionnaire are: * Multiple Choice Questions, Rating, Ranking and Open-end questions. . 7 Need of the study * To know about the service quality at hospitality industry and to provide the required suggestion. * To know how the hospitality industry can make the customer happy by the quality of service offered by them. * To know the hindrance and the other rules regulation or objection this stops hospitality industry to deliver 100% quality service. * To know the impact of hospitality industry to the Indian economy. * To know about the factor that affects the business of retail food chain and fast food chain and to prevent company from crisis situation. This will help to know the customer and their attitude towards different brands this will help to project the sale for future and to arrange the right product that they need from the out let. * This study will also help Both Pizza hut and Dominos to build the effective business strategy in the market to maximise their revenue. 2. 8 limitation of the study * The study is conducted of academic nature and the time period given was 4 to 6 week to finish the reports. * The information collected for the analysis would be from Newspapers, Journals, Magazines, internet, CSL and other related books. The information provided by the personnel may be biased or inaccurate in case of secondary as well as primary data. * The analysis is based on only the data collected which are secondary and primary data through questionnaire. * Assumption has been made while deriving the various figures in the calculations of data collected. * The company personnel could not spare time due to busy schedule and hence the project proceeded at a very slow pace. * Not much information was revealed by the company, as the executive personnel wanted to keep certain information confidential.Only monetary aspect as projected by the financial statement have been taken into 2. 9 chapter scheme The present study is classified into five chapters 2. 9. 1- The introductory chapter presents the introduction to the company, growth of the company in India and their internal operation to provide the quality service. 2. 9. 2- The second chapter discusses the review of literature, statement of problem, objectives of study, methodology, Scope of study, Need of the study and Limitation of the study. 2. 9. 3- The third chapter presents the company profile and product profiles and the customer profile 2. . 4- The fourth chapter we have all the results, analysis and d iscussions. 2. 9. 5- The fifth chapter consists of major findings, suggestions, conclusions and policy implication and scope for further study. 3. 1 pizza hut profile The legacy of Pizza Hut began in 1958, when two college students from Wichita, Kansas, Frank and Dan Carney, were approached by a family friend with the idea of opening a Pizza parlour. Although the concept was relatively new to many Americans at that time, the brothers quickly saw the potential of this new enterprise. Over the past four decades the Pizza Hut as built a reputation for excellence that has earned the respect of consumers and industry experts alike. Pizza Hut’s products have been voted Number One in countless consumer surveys nationwide. Pizza Hut, a division of Tricon Global Restaurants, Inc. , has more than 7,200 units in the U. S. and 3,000 units in more than 86 other countries. Pizza Hut is owned by Pepsi Internationals who also owns Taco bell and KFC. Pizza Hut is commitment to quality, dedica tion to service and value & the qualities of entrepreneurship, growth and leadership, which have characterized its business through nearly four decades of success.Tricon is the parent company to two other segment leaders, Taco Bell and KFC. When combined with Pizza Hut, these organizations make up the world's largest restaurant group, with almost twice as many units as McDonald's. When it comes to leadership Pizza Hut has a proactive approach to product development and marketing. The five major products, Pan Pizza, Thin ‘N Crispy pizza, Hand-Tossed style pizza, Stuffed Crust Pizza and The Big New Yorker Pizza are loved by millions around the world and have become the standard by which all others are judged. A Glance look at Pizza hut OutletTarget Market The target market belongs to upper – upper and upper middle class who has a definite taste for foreign foodstuff. Out of 140 million people, we are only targeting 20% of the population. Right now they are targeting marke t, which is 1% of the total urban population. Anybody whose household income is over Rs 100,000 is in the â€Å"A† category, Rs. 50,000 is â€Å"B† and â€Å"C† is Rs. 50,000. They are right now catering to â€Å"A† and â€Å"B† market and they have not touched the entire market. They are also targeting kids, teenagers and students ; are also trying to increase their customer base.Growth of the Organisation Pizza hut entered in India in 1996, and opened its first restaurants in Bangalore. Since then it has captured a dominant and significant share of the Pizza market and has maintained an impressive growth rate of over 40 % per annum. Pizza Hut now has 350 outlets across 50 cities in India. And employed nearly 17000 people by end of 2007. Yum ! Has invested about US$25 million in India so far this is over and above investments made by franchisees. YUM ! Brands Owns Kentucky Fried Chicken, Pizza Hut, Taco Bell ,A;W and Long john silver Restaurants w orldwide.Yum ! Generated more than US$ 25. 9 billion in worldwide sales in the year 2003, and has more than 33000 restaurants in over 100 countries. History of Pizza Hut Pizza Hut Year after Year| 1958| The first Pizza Hut restaurant opens in Wichita, Kansas, started by two college-aged brothers who borrowed $600 from their mother. | 1959| Pizza Hut is incorporated in Kansas and the first franchise unit opens in Topeka, Kansas. | 1965| â€Å"Putt-Putt to Pizza Hut† musical jingle developed for Pizza Hut's first television commercial. 1967| World's largest pizza (six feet in diameter) is baked and served at the grand opening of a Fort Worth, Texas Pizza Hut restaurant. | 1968| International market entered with opening of Pizza Hut restaurant in Canada. | 1969| Red roof adopted for restaurants. | 1970| Sandwiches added to basic menu of Thin ‘N Crispy pizza, salad, beer and soft drinks. | 1971| Pizza Hut becomes the number one pizza restaurant chain in the world in both sa les and number of restaurants. | 1972| Pizza Hut, Inc. listed on New York Stock Exchange under the symbol PIZ| 1973| Pizza Hut restaurants open in Japan and England. 1975| Thick'n Chewy pizza introduced. | 1976| The 100th international Pizza Hut restaurant is opened in Australia, while entire system reaches 2,000. | 1984| There are more pizza locations than hamburger restaurants in US. | 1984| Pizzerias account for 9. 9% of all restaurants in the U. S. | 1986| Delivery service, as a new concept, is initiated. | 1988| Hand-Tossed Traditional Pizza is introduced throughout the system. | 1989| The Pizza Hut Jobs Plus program expands nationwide to employ more than 10,000 individuals with physical and developmental disabilities.The Jobs Plus program is recognized as the largest corporate initiative of its kind in the food service industry. | 1990| Pizza Hut delivers more than 1,340,000 pizzas on Super Bowl Sunday. | 1992| Pizza Hut provides 120,000 free meals to relief volunteers and tho se who lost their homes. | 1993| Pizza Hut introduces BIGFOOT Pizza — two square feet of pizza cut into 21 slices. | 1995| Two Customer Satisfaction programs initiated: a 1-800 Customer Satisfaction Hotline and a Customer Call-Back Program, which takes the pulse of 50,000 customers per week. 1995| The Deliver Me Homeâ„ ¢ program is created by Pizza Hut and the National Centre for Missing and Exploited Children and is tested at the Dallas/Fort Worth International Airport to inform the community of an important identification tool in helping to locate, identify and return missing children to their families. | 1995| Pizza Hut wins the 1995 â€Å"Choice of Chains† award for Best Pizza Chain sponsored annually by Restaurants & Institutions magazine, making Pizza Hut the â€Å"Best Pizza Chain† ten of the last eleven years. | 1997| PepsiCo announces restaurant spin-off. 1998| Pizza Hut celebrates 40 years of making and serving great pizza. | Pizza Hut Consumer Prof ile DEMOGRAPHICSThe age group of our customers is family oriented i. e. , the parlor offers a variety that to the needs of the family as a whole. | INCOMEThe income bracket includes Rs. 50,000 per month and above. | OCCUPATIONProfessionals, Executives, House Wives, studying individuals. | PSYCHOGRAPHCS| ACTIVITIESActively participate in social welfare causes, business matters, and members of socially elite clubs, annual family vacations. LIFE STYLEEncouraging eating habits towards foreign foodstuff, for instance, likely to use cake mixes, imported cheese. | MEDIA HABITSRegular readers of Newspapers and Magazines. | PERSONALITYQuality food conscious, outgoing and healthy eating habits health conscious people. | Pizza hut marketing mix Product Pizza Hut offers aims in providing 100% customer satisfaction by excellence in the product, service, equipment and hospitality they offer the products quality and taste remains standard of excellence all over the world.It has maintained its qual ity by importing the main ingredients and keeping the recipes the same exclusively, for the South Asia regions it test launched spicy flavoured Chicken Tikka. Followed by a Seek Kebab Pizza. Which gained and remained so popular that they were included in the regular menu? To make a check of its service and customers satisfaction, they issue a comment card to make sure they come up to their customer’s satisfaction. Price They are serving various variety of Pizzas, there menu card along with their respective prices have been placed at the appendix section. PromotionPizza Hut runs more or less the same type of promotion and advertising campaigns in Pakistan as it does internationally, with the exception of electronic media. It uses advertising tools such as newspapers, magazines to create awareness and to get its message through its required target market. Recently they are doing joint promotion with Milo and Pepsi in connection with World Cup Cricket 1999. Pizza Hut promotion b udget remains the same worldwide except for a few countries i. e. it allocates 50% of its promotion budget on national advertising and 50% of the budget to regional advertising.With regard to promotion, they have launched kid Club for children under 12 year of age. Every Tuesday is kids night for members where they get 50% discount on their order. They are trying to start a program called book it, to promote reading habits among kids. Any child who reads a book and get it signs by his teacher that he has read it get a free Pizza. Pizza Hut has adapted to promotional and advertising techniques regarding the local market. It uses Newspaper and Magazines according to their availability and effectiveness with regard to their respective target market. PlaceBANGALORE:-At present there are 50 functioning units of Pizza Hut in BANGALORE, few of them are ITPL| Takeaway, Dine-in seating capacity of 200| Airport Road| Takeaway, Dine-in seating capacity of 250| PCP| Takeaway, dine-in seating ca pacity of 120| FORUM MALL| Take away with dine-in seating capacity of 50. | C hally| Takeaway, dine-in seating capacity of 150| jayanagar| Takeaway, dine-in seating capacity of 120| Kormangla| Takeaway, dine-in seating capacity of 200| Shanti Nagar| Takeaway, dine-in seating capacity of 150| Signature Mall| Takeaway, dine-in seating capacity of 150| BSK| Takeaway, dine-in seating capacity of 120|BSK-2| Takeaway, dine-in seating capacity of 120| V Mall| Takeaway, dine-in seating capacity of 120| M Mall| Takeaway, dine-in seating capacity of 150| Vijay Nagar| Takeaway, dine-in seating capacity of 150| Ramaya| Takeaway, dine-in seating capacity of 120| CMH Road| Takeaway, dine-in seating capacity of 110| Kanak Pura| Takeaway, dine-in seating capacity of 120| Brigade Road| Takeaway, dine-in seating capacity of 110| Product Profile of Pizza Hut Pizza hut serves the quality and variety of food product of many flavours, this product can be classified as follow:- * Pizzas (Veg ; Non veg) * Beverages Appetizer ( Hot ; Cold) * Main course ( Pizzas) * Deserts * Tea * Pastas Beverages Appetizer Pizzas 3. 2 dominos profile Privately held Domino's, Inc. is the number two pizza chain in the world, trailing only the Pizza Hut division of YUM! Brands, Inc. The company operates a network of more than 7,300 company-owned and franchised stores in all 50 U. S. states and more than 50 other countries. Nearly 90 % of Domino's more than 4,800 U. S. outlets are franchise stores. Including the employees of franchisees, there are about 145,000 Domino's workers around the world, and global system wide sales in 2002 totals $3. 6 billion. Domino's was built on simple concepts, offering just delivery or carry-out and an extremely limited menu: for more than 30 years, the company offered only two sizes of pizza, 11 topping choices, and–until 1990–only one beverage, cola. In recent years the company has added salads, breadsticks, and other non-pizza items to its menu in an effor t to stave off rivals Pizza Hut, Papa John's International, Inc. , and Little Caesar Enterprises, Inc. , but has otherwise held fast to its focus on the basics of providing quality pizza and service.The driving force behind Domino's for most of its history was founder Tom Monaghan, who late in 1998 sold control of the company to Bain Capital, Inc. , a Boston-based private equity investment firm. Monaghan, however, retained a 27 % voting stake. Originating in the 1960s Monaghan was born in 1937 near Ann Arbor, Michigan. Following his father's death in 1941, Monaghan lived in a succession of foster homes, including a Catholic orphanage, for much of his childhood. His mother, after finishing nursing school and buying a house, made two attempts to have Tom and his brother live at home with her, but she and Tom failed to get along.During these years Monaghan worked a lot of jobs, many of them on farms. His father's aunt took him in during his senior year of high school, but after that he was once again on his own. A quote from Monaghan in his high school yearbook read: â€Å"The harder I try to be good the worse I get; but I may do something sensational yet. † For several years Monaghan worked to try to save money for college; he joined the Marines and saved $2,000, but gave it in several instalments to a fly-by-night â€Å"oil man† he met hitchhiking, who took the money and ran. Monaghan returned to Ann Arbor to ive with his brother Jim, who worked for the Post Office and did occasional carpentry work at a pizza shop called Domi Nick's. When Jim Monaghan overheard the pizza shop owner discussing a possible sale, he mentioned buying it as a possibility to Tom. With the aid of a $900 loan from the Post Office credit union, in December 1960 Jim and Tom Monaghan were in business in Ypsilanti, Michigan. Within eight months, Jim Monaghan took a beat-up Volkswagen Beetle as a trade for his half of the partnership. Tom moved in across the street from his sho p. The store Monaghan bought had little room for sit-down dining; from the start, delivery was key.The first drivers, laid-off factory workers, agreed to work on commission. After only $99 in sales the first week, profits climbed steadily to $750 a week. Early on, Monaghan made decisions that streamlined work and greatly enhanced profits: on two separate occasions he dropped six-inch pizzas and submarine sandwiches from his menu when he was shorthanded at his shop, reasoning that he and his staff could handle the rush better without making special-sized pizzas or sandwiches in addition to regular pizzas. When he went over the numbers the day after, both times Monaghan found that his volume and profits had increased.Keeping the menu simple made financial sense. Although his salary rose to $20,000 a year, Monaghan was not satisfied. On the advice of Jim Gilmore, a local chef with some restaurant experience, Monaghan opened a Pizza King store offering free delivery in Mt. Pleasant, nea r the Central Michigan University campus. Gilmore ran the original DomiNick's as a full partner with Monaghan. By early 1962, although the Ypsilanti store was not doing well, Gilmore persuaded Monaghan to open a Pizza King at a new Ann Arbor location, which Gilmore would oversee while Monaghan whipped the original DomiNick's back into shape.Gilmore convinced Monaghan to continue expanding in a financially dangerous way: because Gilmore had been bankrupt when the partnership began, all papers were in Monaghan's name. By 1964, when Gilmore became ill, he made his differences clear: he liked sit-down stores while Monaghan ran delivery. He asked for $35,000 for his share in the pizzerias. Although Monaghan considered the price preposterous, he did want to separate from Gilmore. He hired lawyer Larry Sperling, who worked out a deal whereby Monaghan would pay Gilmore $20,000.Gilmore would keep two restaurants in Ann Arbor; Monaghan, two pizzerias in Ypsilanti and one in Ann Arbor. Althoug h their partnership was dissolved, Monaghan was still dependent on Gilmore's success in business. In February 1966 Monaghan bought one more shop from Gilmore, but later that year Gilmore filed for bankruptcy, with a total debt of $75,000, in Monaghan's name. Monaghan managed to sell Gilmore's restaurant, leaving him immediately responsible for only $20,000, with the new owner of Gilmore's to pay off related debts on a month-by-month basis.As Monaghan's operations grew, the original owner of DomiNick's decided to maintain rights to the name. Under deadline for a Yellow Pages ad, driver Jim Kennedy came up with the name Domino's Pizza. The new company incorporated in 1965. Free from the Gilmore-related debts, Monaghan was ready to begin franchising. The first board of directors included Tom, his wife and bookkeeper, Margie, and Larry Sperling. Sperling drafted a franchise agreement in which Domino's would keep 2. 5 % as royalties from sales, 2 % to cover advertising, and 1 % for bookk eeping.As Monaghan stated in his autobiography Pizza Tiger: â€Å"By today's standards, the royalties were far too favourable to the franchisee. But it served our purpose then, and I was not concerned about covering all future contingencies. † The first franchisee, Chuck Gary, was a man visible in local and state politics; he took over an original store on the east side of Ypsilanti. While Sperling and Monaghan hammered out financial matters–the former wanted to control costs, the latter to build sales–Domino's Pizza slowly gathered a base of corporate staff.The second franchisee, Dean Jenkins, was handpicked by Monaghan to take over the first store to be built from the ground up. By July 1967, when Jenkins's store was up and running, Domino's Pizza moved to East Lansing, home of Michigan State University. Its dormitory population, at approximately 20,000, was the largest in the nation. Dave Kilby, originally hired to do some radio copywriting for Domino's, late r bought into a franchise, then began working at company headquarters, located above the Cross Street shop in Ypsilanti. Kilby then worked on franchisee expansion with Monaghan.In February 1968 a fire swept through Monaghan's original pizza store. Advertising manager Bob Cotman escaped the building just in time, climbing down a fireman's ladder. Although the pizza shop reopened within two days, headquarters was wiped out and Domino's first commissary, with $40,000 of stored goods, was destroyed. The staff pulled together, with each existing store location responsible for producing one pizza item–cheese, dough, chopped toppings–which drivers then ferried from one store to the next to keep operations running.The biggest challenge for Monaghan was not simply covering the total fire losses of $150,000 (only $13,000 paid for by insurance), but also paying the leases on five new franchises and finding store operators as soon as possible. While Tom worked on his task, Margie Monaghan brought in Mike Paul, her contact at the Ypsilanti bank, who soon joined Domino's to run the commissary. Paul fired half of the staff and cleaned up operations; he introduced caps, aprons, and periodic spot checks for employee neatness. Monaghan learned a lot in the early years of Domino's, due in part to road trips he took to research business and learn from competitors.When observing the competition did not result in better methods, Monaghan innovated. Looking for equipment ideas at a Chicago convention, he found a meat-grinder that he used to chop cheese as well as mix consistent pizza dough in less than a minute, in contrast to standard mixers, which took eight to ten minutes to mix dough. Dough, once mixed, was stored on oiled pans; although covered by towels, the outside edges of the dough hardened. Monaghan discovered an airtight fiberglass container that stored dough very well, and his practice later became a standard in the industry.Monaghan also was dissatisfied w ith standard pizza boxes: they were too flimsy to stack, and heat and steam from the pizza weakened them. Monaghan prodded his salesman to work with the supplier and devise a corrugated box with air holes, which also became an industry standard. Franchising in the 1970s Plans began in earnest for Midwest expansion as Domino's jumped on the 1960s franchise bandwagon. Although Monaghan had worked on his plan to expand on college campuses, opening a new store a week in late 1968 proved to be the beginning of a nightmare.Monaghan opened 32 stores in 1969 and was hailed as Ypsilanti's boy wonder. Spurred by McDonald's great success going public in 1965, Monaghan planned to do the same. With the aid of loans, he bought a fleet of 85 new delivery cars, and spruced up his personal image; he also hired an accounting firm to computerize the company's bookkeeping. When moving information from paper to computer, Domino's lost all its records Perhaps as a result, the company underpaid the Intern al Revenue Service by $36,000. Monaghan was forced to sell his stock for the first time to raise the money to pay the IRS.Monaghan tried to do too much, too fast. Ohio stores opened before Domino's reputation had spread that far and sales were poor. This was only the beginning of the downturn: on May 1, 1970, Monaghan lost control of Domino's. Dan Quirk, who had bought Monaghan's stock, recommended that he contact Ken Heavlin, a local man known for turning businesses around. Heavlin, in exchange for Monaghan's remaining stock, would run the company, get loans to cover IRS debts, and after two years keeps a controlling 51 % interest in the company, with Monaghan getting 49 %.In the meantime, Domino's became the target of lawsuits from various franchisees, creditors, and the law firm Cross, Wrack. In March 1971 Heavlin ended his agreement with Monaghan, who shortly went to speak with each franchisee, persuading them that Domino's would survive the crisis and they would all fare better working with him rather than against him. Their lawsuit was dropped. Monaghan pushed on, and Domino's was back in business, however tight its financial strings. One man instrumental in the growth of the early 1970s was Richard Mueller.Originally from Ohio, Mueller bought a franchise in Ann Arbor in 1970, during Domino's lowest period. After Mueller ran this store for a year, Monaghan sent him to Columbus to revive an ailing store; within three months, sales shot up from $600 to $7,000 a week. Mueller soon operated ten Domino's franchises and incorporated as Ohio Pizza Enterprises, Inc. Within six-and-a-half years Mueller opened 50 stores. As Domino's grew, Mueller went on to become vice-president of operations in 1978. Quick to rebuild Domino's, Monaghan encouraged trusted employees and friends to expand.Steve Litwhiler opened five stores in Vermont, while Dave Kilby, who had relocated during the Domino's slump, managed to build a strong base in Florida. A significant hire by Kilby was Dave Black, a top-selling manager who later rose to become president and COO of Domino's Pizza. The year 1973 was a turning point for Domino's. The company introduced its first delivery guarantee, â€Å"a half hour or a half dollar off,† as stated in the company newsletter the Pepperoni Press. The College of Pizzarology was founded to train potential franchisees.The company decentralized as well: accounting was moved from Ypsilanti headquarters to local accountants, while the commissary was reorganized as a separate company. Domino's introduced its corporate logo, a red domino flush against two blue rectangles, in 1975. The company was sued the same year by Amstar Corporation, parent company of Domino Sugar, for the right to use the name. After a five-year battle, Domino's won, but not until after more than 30 new stores were opened under the interim name Pizza Dispatch. Free to expand, Domino's planned to grow by 50 percent each year.By the late 1970s, several acquisiti ons contributed significantly to company growth. Domino's merged with PizzaCo Inc. , in 1978, gaining 23 open stores plus a handful more under lease. The merger with this Boulder-based company allowed Domino's to move into Kansas, Arizona, and Nebraska. The following year, joining with Dick Mueller's Ohio Pizza Enterprises, Inc. , Domino's added 50 stores in Ohio and Texas, for a total of 287 stores. The company ended 1979 by announcing plans to expand internationally. The new non-U. S. store subsequently opened in Winnipeg, Canada, in 1983.Rapid Growth in the 1980s The 1980s was a decade of phenomenal growth for Domino's Pizza, but this time the company was prepared. Although Monaghan had always feared that formal budgeting systems promoted bureaucracy, with the advice of Doug Dawson, Monaghan decided to design companywide budgeting procedures, which Domino's continued to use as training tools for potential franchisees. Dawson implemented the new accounting methods and moved on to become vice-president of marketing and corporate treasurer. Instrumental in Domino's surge was John McDevitt, a financial consultant Monaghan met in 1977.Among other accomplishments, he created and became president of TSM Leasing, Inc. , a financial services company that loaned money to franchisees who could not find other start-up financing. To Monaghan, operations was the backbone of the business. When Dick Mueller left the post of vice-president of operations in 1981 to work as a franchiser once again, Monaghan decided to regionalize Domino's operations. Mueller's previous job entailed far too much travel, and changes were necessary. Monaghan set up six geographic regions, with a director fully responsible for each territory.The regional system, as Monaghan stated in Pizza Tiger, â€Å"gave us the long communication lines with tight controls at the working ends that we needed for rapid but well-orchestrated growth. † At the executive level, Bob Cotman took over as senior v ice-president of operations, including marketing. Dave Black advanced from field consultant and regional director to vice-president of operations. Both men (like Dick Mueller and Monaghan himself) had climbed every step of the Domino's ladder, after beginning as delivery driver and pizza maker.In 1981 Black carried Monaghan's favoured â€Å"defensive management† strategy–whereby each store concentrated on keeping the customers it had–to a new level, by moving the company's focus away from its top-performing stores to its weakest ones. Bringing the lower performers up worked extremely well. As the company added an average of nearly 500 stores each year through the decade, newer, weaker stores were constantly given attention to improve sales. One other element vital to Domino's 1980s growth spurt was choosing Don Vlcek, formerly in the meat business, to head the eight commissary operations.Vlcek focused on uncovering best practices and disseminating them throughou t the organization. When he discovered that one commissary saved on laundry bills by rinsing out the towels used to dry trays, making them last a week before cleaning was necessary, Vlcek made all other commissaries do the same. When he found that another commissary's manager was buying from a local cheese distributor instead of a less expensive national one, the manager reworked his purchasing policies. Fleck moved sauce-mixing from the commissaries to the company's tomato-packing plant, which resulted in highly consistent, quality pizza sauce.Once Vlcek had taken care of the basics, in one eight-month period he opened a new commissary a month, all with state-of-the-art equipment. All the support Monaghan received gave him time to fulfil boyhood dreams on a dramatic scale. In 1983 he bought the Detroit Tigers baseball team, which went on to win the World Series in 1984. He followed with the establishment in 1984 of Domino's Farms in Ann Arbor, a $120 million corporate headquarters modelled after architect Frank Lloyd Wright's Golden Beacon tower. Wright advocated the integration of a high-rise building in a rural setting, rather than an urban one.Monaghan also set up a working farm adjacent to the tower. In 1985, Advertising Age placed Domino's â€Å"among the fastest-growing money makers in the restaurant industry. † The company had to keep pace not only with its own growth but also with that of its competition, including the industry leader, Pizza Hut, which had more than 4,000 units to Domino's 2,300. Domino's stepped up advertising, increasing media spending 249 percent over the previous year. Pizza Hut entered the delivery business in 1986, posing a huge threat to Monaghan's empire. Domino's system wide sales reached $1. 44 billion by 1987.The company had grown to 3,605 units, spreading to Canada, Australia, the United Kingdom, West Germany, and Japan. While 33 per cent of U. S. stores were company-run, international units were franchised, usually to one operator who could opt to sub franchise. The international marketing challenge was to convince buyers of the need for delivery. Back in the United States, Domino's imitated McDonald's Corporation by tailoring an ad campaign to attract the Hispanic market. Competition in the late 1980s got so tough that Monaghan was quoted in Advertising Age as saying, â€Å"I want people here in the company to think of it as a war. Unfortunately, with wars come casualties. By 1989 more than 20 deaths had occurred involving Domino's drivers, calling the company's 30-minute delivery guarantee into question. A Pittsburgh-based attorney representing a couple whose car was broadsided by a driver subpoenaed Domino's for its records. Citizen's groups, major news networks, and the National Safe Work Place Institute joined in the heated criticism. Domino's responded with a national ad campaign and with various tactics at the franchise level. One franchisee hired an off-duty police officer to track h is drivers to ensure that they obeyed the law.Domino's opened its 5,000th store by January 1989, moving into Puerto Rico, Mexico, Guam, Honduras, Panama, Colombia, Costa Rica, and Spain. U. S. sales hit $2 billion. Monaghan named Dave Black as president and chief operating officer, announcing his own intentions to spend more time on community work. In May Domino's introduced pan pizza, its first new product in 28 years. This news was hardly as big, however, as Monaghan's October announcement of his intent to sell the company. After a buyout attempt in the form of an employee stock ownership plan failed, Monaghan went shopping for buyers.By April 1990 Domino's cut its public relations and international marketing departments and continued cutting executive and corporate support staff as part of a companywide effort to improve profitability. Payroll that year decreased by $24 million. Kevin Williams, who made his name as a regional director, replaced Mike Orcus as vice-president of ope rations. At the store level, Domino's opened fewer than 300 units in both 1989 and 1990. Another Comeback in the 1990s With Domino's sales slipping, and rivals Pizza Hut and Little Caesar's gaining market share, Monaghan returned to Domino's in March 1991 to pull his company back on track.By December he had fired David Black, along with other top executives. Former franchisee Phil Bressler became vice-president of operations. Domino's closed 155 stores, cut regional offices from 16 to nine, and unloaded extravagances such as corporate planes, a three-misted ship, a travel agency, a lavish Ann Arbour Christmas display, and various sports sponsorships. Monaghan made some personal sacrifices, too, leaving his post on the boards of directors of 16 Catholic colleges and organizations. Domino's 1991 system wide revenues remained flat at $2. billion, and the company posted a loss of $67 million. Adding three new senior executives, the company geared up to battle Pizza Hut, which had aired an ad showing unkempt Domino's drivers buying Pizza Hut products. Domino's moved its advertising accounts to New York's Grey Advertising, Inc. , from the local ad agency Group 243. While Monaghan was away, PepsiCo’s Pizza Hut had converted half of its 7,000 units for home delivery. Under fire, Monaghan insisted on maintaining Domino's original concept of a simple menu that speeds order preparation, allowing the company to uphold its 30-minute guarantee.In an effort to be flexible–and to compete with Pizza Hut's pan pizza–Domino's offered a new pizza with more cheese and an increased number of toppings. Taking another tip from its rival, Domino's worked on developing a single U. S. phone order number for Domino's customers and a new computer system to track sales, costs, and trends. The company closed the Columbus and Minneapolis offices, with corporate headquarters in Ann Arbour assuming their duties. The overall goal was to decrease debt. Monaghan considered ma king a public stock offering again in 1992, but too few buyers were forthcoming.The company also worked to lessen the number of company-owned stores. In November 1992 Monaghan shook up his upper ranks by replacing his long-time adviser and vice-president of finance, John McDevitt, with Tim Carr, another financial executive at Domino's, and hiring Larry Sheehan, a former executive vice-president of Little Caesar's, as vice-president of marketing and product development. Sheehan immediately put his stamp on the turnaround effort, convincing Monaghan to experiment with new strategies and products, including salads, thin-crust pizza, and submarine sandwiches. Tom Monaghan is now very open about the pizza business,† he said. â€Å"He believes we need to take a different approach to this business and be willing to change. † The changes seemed to work. Earnings for 1993 picked up, after dropping significantly the two previous years. In yet another change, Domino's dropped its famous 30-minutes-or-less pledge after a jury awarded a $78 million settlement to a woman who had been hit by a Domino's delivery driver in 1989. Monaghan stated that â€Å"with our success in home delivery has come a negative public perception that we are not committed to safety. The 30-minute guarantee was replaced with a more general customer satisfaction guarantee. In January 1994 Larry Sheehan left Domino's, after a dispute with Monaghan over the size of his year-end bonus. Although his departure was widely considered a loss to the company, his changes had taken hold, and Domino's system wide sales crept upward, to $2. 5 billion in 1995. Shortly thereafter Domino's celebrated the opening of its 1,000th international store, in a suburb of Perth, Australia.With a stated goal of having more international than domestic stores, Domino's opened stores in Ecuador, Peru, and Egypt in 1995, and planned to have 3,000 international stores by the year 2,000. By 1996 foreign sales stood at $503 million, and in 1997 Domino's entered its 50th international market. In the meantime, the menu in the U. S. stores expanded yet again, with the introduction of Buffalo wings in 1994 and through a limited-time-only promotion of flavoured-crust pizzas during 1996.Sheehan was succeeded as vice-president of marketing and product development by Cheryl Bach elder, a seasoned executive with experience at Planters, Gillette, and Procter & Gamble who brought focus to Domino's efforts. â€Å"We're not trying to be fun and wacky and do delivery and carry-out all at the same time,† she said. â€Å"We're trying to excel single-mindedly on the basics of this business. † In March 1997 Domino's announced its previous year results, which dispelled any doubts that the company was back on track. Earnings were a record $50. 6 million on system wide sales of $2. billion. â€Å"We believe the return to focusing on our core business–pizza delivery–coupled with great new products and

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Extinction of Dinosaurs - Essay Example The disappearance of the dinosaurs is in some ways a great mystery. During the time the dinosaurs lived, many new kinds developed and other older kinds died out. Not all kinds died out at once, but by the end of the Cretaceous period, the last of the dinosaurs had disappeared. Scientists have proposed several theories to explain the disappearance of the dinosaurs. There are two main theories of Dinosaur extinction as follows: the Asteroid Theory. In 1980 the asteroid theory was proposed by Luis and Walter Alvarez. This theory is based on the discovery of unusually high concentrations of the rare metal iridium at rock levels close to the level of the last dinosaur remains. Iridium is more common in meteorites than in rocks found in the earth's crust. According to this theory, a large asteroid crashed into the earth about the time the dinosaurs disappeared. The force of the collision caused a huge cloud of dust to circle the earth. The dust blocked the sun's light for as long as five y ears. This killed many plants, and without food, the dinosaurs died too.

Oppression and power within diversity and inclusion Essay

Oppression and power within diversity and inclusion - Essay Example The concept of oppression and power within educational systems and from social stigmas create different expectations within society. Specifically, there is a sense of oppression and power that is based on creating and defining boundaries and expectations among specific identities. While the forms of oppression come with associations from race, class and gender, there are also more subtle forms of oppression which I have noted among the classroom and those that are categorized according to various formats. For the terms and conditions of oppression and power to change, a different concept of power needs to be formed. This is based on changing characteristics of leadership while redefining both personal and institutional powers that lead to forms of oppression while creating a sense of diversity and inclusion. The concept of oppression and power is one which is formed with a sense of lacking equality among groups. Specifically, there is social stratification that takes place among grou ps and which creates an imbalance among groups that hold a specific identity. The problem which arises is one that is based on social and institutional powers that combine to change the lack of justice and equality among groups while defining and creating boundaries that are accepted among groups at higher levels. As this moves into the individual mannerisms, it begins to create social stigmas and formats of how one should behave and approach others. The dividing lines then begin with the powers of those who define the institutional and social powers that are unequal and lead to individual behaviors that continue with this particular problem (Sensoy & DiAngelo, 2012). While the power of oppression has led to institutional and social alterations, there is also an understanding that the group and individual powers have altered with the understanding that this needs to change. The result has been a backlash in the format of oppression and power. This has led to a sense of deculturaliza tion within institutions. Not recognizing differences or identities has become one of the growing trends, specifically with promises for equality and justice that have become more important. This particular concept is based on changing the levels of education and development within society while creating even more value to the educational expectations among those that are receiving an education (Spring, 2006). The backlash that has been taken with oppression and power is one which I have found to not create consistent efforts for change. The first problem is that many within social orders still recognize the identity differences. At the same time, many teachers and administrators continue to exercise a sense of oppression by labeling others in a different way, such as through learning systems. The concept of inclusion by trying to not notice the culture within a classroom is creating even more difficulties with developing a sense of inclusion from other formats. While the concept of deculturalizaation works at an institutional level to form policies while creating gaps within the system at a social level, others are formatting different responses which are expected to alter the educational system and the sense of oppression or inclusion. The recognition and trend has moved from not recognizing culture and focusing on equality into one which is based on the multicultural classroom. The initiative which this is creating is one which is based on understanding the different levels of diversity while noticing that there are differences between each student based on various cultures and formats. This particular application is one which demands equality but at the same time recognizes a sense of diversity is required for those that are within the classroom. This is continuous with trying to define the identity and behaviors while welcoming the diversity that is within the school system and which is a part of the main format for those that are working at an institutio nal level (Pang & Shimogori, 2011). It is the format of believing in multicultural

Parental Involvement in Education Essay Example | Topics and Well Written Essays - 1000 words

Parental Involvement in Education - Essay Example The question is not whether parental involvement is a benefit to a student's educational experience as previous studies have often indicated. The measure of parental involvement is not the time spent or the test scores of the student, but is contextual to the student, the parents, and the school environment. The question is important primarily for parents to measure and assess their activity in relation to their child's school environment. The parent who spends additional time working with the student's homework or participating in school activities may be spending time that is counterproductive to their goal. Homework may prove to be frustrating for the parent. The student may resent the parent's intrusion into what they perceive as their private life. Parents require a measure of what parental involvement is beneficial and what aspect of it may be detrimental. Parental involvement in education needs to be viewed from the various aspects of age, motivation, and pattern of involvement. Crosnoe (2001) studied 692 freshmen and sophomore students of a mixed and diverse ethnic population (p. 214). The study was conducted by questionnaire by inquiring about the amount of time spent with the parents on homework and the parent's involvement with school activities (pp. 215-216). Crosnoe (2001) found that college preparatory students experienced an initially high amount of parental involvement, but was diminished as they progressed in school (p. 221). Crosnoe (2001) further noted that general and remedial students had a level of parental involvement that stabilized or increased over time (p. 221) This confirms the findings of Watkins (1997) when he reports, "Parents in this study were more likely to be involved when their children displayed low achievement". Parental involvement may be out of necessity to correct problems rather than an indicator of positive reinforcement for the student. The Watkins (1997) study was conducted on a group of 303 students with a racial mix of 64% white and 33% black. The parents were above average educated with 43% having at least a two-year degree. Watkins (1997) observed that there were patterns of involvement that differentiated the student's achievement. Watkins (1997) contends that parents become involved for one of four reasons. Involvement may be at the request of the teacher or due to low grades. They may also become involved because they want to raise the child's grades or they feel they are more equipped than other parents to elevate the child's learning. Watkins (1997) noted this effect was highest among minority parents and well educated whites. Similar to Watkin's (1997) findings were the results of a study by Domina (2005) The Domina (2005) study found that, "[...] after school and family background and child's prior academic achievement are controlled, the effect of each of these involvement activities on children's academic achievement is negative or nonsignificant (p. 245). The effect of the parental background also is highlighted in the Van Voorhis (2003) study evaluated middle school students to evaluate parental involvement effect on science students. The study examined the effect of parental help with homework. Van Voorhis (2003) found many negative effects of parental involvement (p.325). Parents may become frustrated or supply inappropriate

East Coast Insurance Company Case Study Example | Topics and Well Written Essays - 1000 words

East Coast Insurance Company - Case Study Example As per the facts presented by the case, the company is facing increased workload of healthcare claims with a dearth of adept and skilled talent. The external environment also does not present opportunity to recruit a professional workforce that could handle the mammoth task. No doubt, the Strategic Planning Committee has come up with a host of solutions that diffuse through financial, human resources, environmental and even competitive domains of the organization. An important and worth discussing factor in the present case is the involvement of a government agency, which can be an appropriate thriving ground for the development of the fungus of ‘non-ethical behavior’. Looking a bit closer to the facets of the presented case, it is pretty much obvious that the major issue of the company is its increased workload due to the shortage of talented employees. As such, it is a people problem and not a place problem primarily. Even though the office space is not satisfactory, yet competent workforce in place can solve much of the problems of the company. The major operations of the company are to process the claims, where the expertise of people is required and not magnanimity of the building. Keeping this in mind, the prime focus of the management should be to increase the skill level of its employees. Relocating to a new building or to a suburb facility is not the solution as it will only give rise to the greater financial burden. If the company relocates, the employees will have to adjust themselves to a new environment, which will further degrade the quality and the speed of work, which is already under investigation. Similarly, investment in new premises will cut short the chances of the company to look for educated and competent employees or to provide for the training of existing ones.

No topic Assignment Example | Topics and Well Written Essays - 1000 words - 2

No topic - Assignment Example This was a great idea especially because it ensured that the participants of the initiative had minimal interaction with the locals. To an extent, this idea would be helpful in maintaining the focus of the participants. However, when looked at as a long term effect, this scheme does more harm than good. I am for the idea that at least a couple of locals should be involved in the construction process of the church (Lane 78). It is noteworthy that the essence of building the church is promoting Christianity in the region. As a matter of fact, a church is meant to welcome all, both Christians and non-Christians. Owing to the fact that this church was being built for the locals of MÃ ©xico, it was important to incorporate them in both the planning and the building processes. It is only through this that the locals would feel like their efforts were needed towards the building of the church. Actually, this would make the locals accept and attend the church more as compared to when they are left out in the building process. For this reason, from my expertise, I would suggest that some locals be involved in not just the planning but also the building of the church. Another pertinent issue in this project is the purchase of the deliverables needed to complete the project. It is a really great idea for the planning board to arrange for the purchase of construction materials back in the United States of America before the team sets off to MÃ ©xico. This is important in ensuring that project quality is maintained. In addition, this is also aimed at avoiding the complications that might be involved in cross-cultural business transactions. However, I am of the idea that at least some materials should be purchased locally in MÃ ©xico. It is important to note that would feel much more attached to church and involved in its construction if some components and materials are purchased locally. That notwithstanding, this

Evolution Of The Video Essay Example for Free

Evolution Of The Video Essay Abstract The ubiquitous development of technology and computers has changed the way people live, work, play and interact. The profile of business has also changed dramatically throughout the years. With the development of faster bandwidths, videos were also introduced as part of the myriad of services that cyberspace had to offer to its growing patrons. Raynovich (2005) wrote that the video is slowly migrating into cyberspace to cater to the more sophisticated demands of the tech savvy. Several technological innovations in the video-Internet interface are streaming, Internet TV, video conferencing and online gaming. The interface between the Internet and video is inexorable as customers demand better quality and easy access to the medium. The development of the video on the Internet is still in constant flux. The current video Internet protocol still needs more time to evolve. It is apparent that video on the Internet is the wave of the future and something to look forward to. Introduction The ubiquitous development of technology and computers has changed the way people live, work, play and interact. The profile of business has also changed dramatically throughout the years. Technological advancements dominate the shift in business strategies of many firms and made traditional business models obsolete. Upheavals wrought by these developments have forced many corporations to restructure and seek new directions. Financial markets are not spared from the upheaval. World capital markets throughout the globe are now interlinked via satellite, networks and technology. Globalization has linked formerly independent economies. When a cataclysm occurs within a globally linked financial system, the entire global market feels the ripples of the event. Businesses are no longer isolated entities that operate autonomously. People can live and work in virtual reality. It is no longer important that one be physically present in a given work area. Because of computers and connectivity, people can choose to work where they like, when they like and how they like to do their job. With the click of a mouse, an ordinary worker can communicate with his counterpart elsewhere in the globe to discuss work and exchange ideas. The development of computers gave birth to the Internet. In the early 1960’s, a few visionaries saw great potentials in information exchange within the scientific and military circles (Howe, 2005). By 1969, ARPANET originally conceived by Advanced Research Projects Agency (ARPA) became online. Only four computers from partner universities in the southwestern US (UCLA, Stanford Research Institute, UCSB, and the University of Utah) were able to establish contact (Howe 2005).The Internet, or simply the Net, is a publicly accessible worldwide system of interconnected computer networks that transmit data by packet switching using a standardized Internet Protocol (IP). A few other institutions are liked to network. Initially, the web provided information services like †electronic mail, online chat, and the interlinked Web pages and other documents of the World Wide Web† (Internet, n.d.). With the development of faster bandwidths, videos were also introduced as part of the myriad of services that cyberspace had to offer to its growing patrons. Raynovich (2005) wrote that the video is slowly migrating into cyberspace to cater to the more sophisticated demands of the tech savvy. Legacy video networks like cable television, television broadcasts and the DVD and VHS formats are the prevailing formats for the past decades. However, with the entry of faster bandwidths and improved connectivity, it is apparent that the Internet is the wave of the future in video technology. Developments of the Video in the Internet By mid-1990’s, service providers began introducing photos, audio, video and animations. It had broadened the scope of the Internet from just merely text-based transmissions. Real Audio ver. 1.0 developed by Progressive Networks in 1995 allowed Internet users to view real time images on the Internet without the need for downloading the file. This new technological breakthrough is known as streaming. Streaming allowed consumers to access audio files immediately with less download time. The user immediately received a transmission of the audio files as soon as it was released. In 1997, the same company introduced Real Video. This time, images were streamed and transmitted over the Internet. Microsoft was not far behind when they introduced Netshow 2.0 that used better bandwidths. It was later renamed Window Media Player 6.0 in 1999. The program allowed users to play both audio and video streaming formats. By 2000, the improved program can accommodate MP3 formats. In 2003, an improved version of Window Media Player 9.0 allowed users to queue, cross-fade and playback audio and video clips. A video smoothing technology was also included in the new version that allowed content encoding at lower speeds. This was ideal for slow Internet connections (Shaw, n.d.) In streaming, there are two types of server. One is a streaming server and the other is a regular web server. A streaming server sends data in packets and determines the speed of the user’s connection. The server buffers the data so the video could be viewed continuously even when the speed becomes intermittent. The stream server sends video files in three ways – unicast, multicast or reflected multicast (Streaming video on the Internet, 2000). On a regular web server, the video files are treated as regular file transfer. The files are also buffered to ensure continuous play. The video is played back not on the server’s but on the user’s computer storage. The diagram in figure 1 illustrates the process. Aside from streaming, Live Web broadcasting or live webcast is another way of transmitting video tracks onto the Internet. As a computer playbacks the video content in a computer, a streaming server accepts the broadcast. Anyone accessing the server at the time of broadcast would be able to view the video as it is being played (Streaming video on the Internet, 2000). Figure 1 – Process of video streaming (Streaming video on the Internet, 2000). . Streaming video is particularly useful as a learning tool used in many technology driven classrooms. Shepard (2003) differentiated streaming video from the traditional mediums of video like CD-ROM, DVD or VHS tapes. The publishers of CD-ROM or DVD inadvertently lose copyright control of their products once purchased while in streaming, the publisher can control copyright because video streams may not be stored on the viewer’s computer. Compared to VHS, streaming is more flexible and interactive (p.297). Streaming videos allow students to access demonstration or lecture at their own pace. Some of the important points of a lecture for example are hyperlinked to other sources that students can explore. Video streaming can also be used to facilitate examinations where teachers may post their questions and the students may send their answers. Video streaming presents an alternative form of learning transformation and allows teacher-student interaction. Another development in the video aspect in the Internet is the introduction of Internet television. Internet television allows viewers to access television programs on the Internet. However, the Internet offers more versatility and interactivity. The programs are watched on the user’s computer systems while according user’s more control over what they watch and obtain ancillary information over the Internet simultaneously (Noll, 2004, p.4). Presently, web TV received lukewarm responses from the users. Web TV allows users access to the internet through the use of the keyboard attached to a telephone line and a television set to provide display. The HDTV offers clearer transmission because it broadcasts programs in digital format. The scan lines are doubled compared to a conventional television and uses the UHF band width. Raynovich (2005) wrote that in the future, improvements in the Internet access and bandwidth would allow integration of the Internet and the video without mimicking existing cable television business models. The future of Internet television would ignore linear programming where the providers control the viewing choice and schedule. The Internet television should allow users to access programs anytime, anywhere and anyway the viewer would want it. Internet protocol television or IPTV is a current development in Internet television. Mike Volpi, senior vice president and general manager, Routing and Service Provider Technology Group, in an interview cited the new developments in Internet television. IPTV is not simply television delivered over the Internet. It uses the same language and technology of internet. The principle of IPTV follows the tradition of traditional television, cable or satellite but delivered with â€Å"a higher degree of personalization and searchability† (Cisco, 2006). On IPTV, the users are allowed to pick their favorite television programs and watch them on-demand. The IPTV’s interactivity differentiates it from traditional television and cable broadcasts. Video and audio conferencing have been in use for many years using a variety of mediums like the telephone, television and the Internet. When using video conferencing on the Internet through streaming. The first video conferencing was â€Å"Ericsson’s demonstration of the first trans-Atlantic LME video telephone calls† (Roberts, 2004). The network video protocol (NVP) was introduced in 1976 and packet video protocol (PVP) in 1981(Roberts, 2004). Video conferencing has also become one of the popular medium of communication but limited in scope. Not all telephone companies offered the service to their customers. The Virtual Room Videoconferencing System (VRVS) was developed at Caltech-CERN on July of 1997. The initial intention was to provide the communication tools for researchers and scientists involved in the Large Hadron Collider Project and scientists in the High Energy and Nuclear Physics Community in the U.S. and Europe. It has since been expanded to include other professions like geneticists, doctors, and a host of other scientists that requires such a facility (Roberts, 2004). In 2000, Microsoft introduced the software NetMeeting to support video conferencing using the computer. There are two ways to conduct video conferencing on the web – the point to point and multipoint services. Point to point or P2P can link two locations with live audio and video feeds while the multipoint system can provide a link to three or more locations. The P2P uses a protocol of H.323 to establish contact between two points. When connected, both parties can now exchange audio and video over the Internet. For the multipoint system, a multipoint control unit or MCU is necessary to make three or more connections on H.323 protocol (Hunter, n.d.). When Steve Russell developed the first computer game â€Å"Space War† in 1961, videogames became a byword for many homes in the United States. Entrepreneurs saw an opportunity in the videogames industry. Thus marked the beginnings of major leaders in videogames. Nolan Bushnell, the Atari founder was the first to convert video games into a lucrative venture. He developed games without the need for complicated computing requisites and sold them to the public. A modest 1500 units were sold through a pinball company. In 1972, Atari introduced Pong and generated revenues ten times more than the pinball machine. Bushnell later designed a simpler machine for home use. By 1976, the industry players had grown to twenty and their combined earnings grew from $200 million in 1978 to $1 billion in 1981. The biggest players at that time include National Semiconductor, Fairchild, General Instrument, Coleco, and Magnavox (Aoyama and Izushi, 2003, p.427). After several years of successful ventures, the market for video games crashed in 1983-1984. Aoyama and Izushi (2003) attributed the crash to oversupply and sub-standard designs of software (p.427). With the introduction of 3D and multimedia in the 1990’s, it had revolutionized gaming to include network gaming. By the late 1990’s, the MUD or multi-user domain protocol became a requisite in most videogames to allow multiple players for online gaming (Newman, 2004, p.115). The trend in online gaming is changing so rapidly that what is in vogue today may be obsolete in a few months. In online gaming, the players are allowed to pit against each other despite geographic and spatial distance. The Internet also allows online chat while players are competing against each other. The ubiquitous technology of the Internet had extended videogames from an individual’s living room into a global domain. Issues with Internet Video The main problems that usually hound providers are bandwidth and economics. In streaming technologies, most users have limited capacity modem speed. While the speed rate slowly improves, there are still gaps that need to be addressed. For example, streaming video files require a minimum of 2500 to 5000 compression ratio. A multimedia video consumes about 2.4M bits/second, 80 times more than the bandwidth capacity of a regular 28.8K modem connection (Currier, 1996). To have good transmission, the bandwidth must be slightly higher than the usual. The second issue is the time delay that video and audio content may experience on the Internet. Unpredictable load and traffic may disrupt transmission thereby producing corrupted images or audio. Disruption can cause the loss of data. The solution to the problem is to change the analogue lines into digital ones to increase bandwidth. A time delay of two seconds can render video conferencing useless. TCP/IP drop rate of 5% will inevitably translate to transmission loss. The level of acceptance for IPTV or Internet TV is still low. The proliferation of video and Internet television is also highly dependent on costs. Very few investors at the moment are willing to invest money into the medium. The medium also competes with traditional programming delivery of regular television broadcast and cable service. Conclusion The interface between the Internet and video is inexorable as customers demand better quality and easy access to the medium. The development of the video on the Internet is still in constant flux. The current video Internet protocol still needs more time to evolve. It is apparent that video on the Internet is the wave of the future and something to look forward to. References Aoyama, Y. and Izushi,H. (2003) Hardware gimmick or cultural innovation? Technological, cultural, and social foundations of the Japanese video game industry. Research Policy 32: 423-444. Cisco, 2006. Ciscos vision for the evolution of video communications and entertainment: Mike Volpi discusses the strategic importance of video in communications and media markets. Retrieved February 18, 2007 from: http://newsroom.cisco.com/dlls/2006/ts_121206.html Currier, B. (1996). Is the Internet ready for video? Retrieved February 18, 2007 from: http://www.synthetic-ap.com/qt/internetvideo.html Howe, W. (2005) An anecdotal history of the people and communities that brought about the Internet and the Web. Retrieved February 18, 2007 from: http://www.walthowe.com/navnet/history.html Hunter, J. (n.d.) Video Conferencing An Introduction. Retrieved February 18, 2007 from: http://ezinearticles.com/?Video-ConferencingAn-Introductionid=70930 Internet (n.d.) Retrieved February 18, 2007 from: http://en.wikipedia.org/wiki/Internet Newman, J. (2004). Videogames, London: Routledge. Noll, M.A. (2004). Chapter 1:Internet Television: Definition and prospects in Internet Television. Darcy Gerbarg, Jo Groebel and Eli Noam – (eds). Mahwah, NJ. Lawrence Erlbaum Associates:1-8. Raynovich, R.S. (2005). Video is the Internet. Retrieved February 19, 2007 from: http://www.lightreading.com/document.asp?doc_id=72472 Roberts,L.P. (2004). The history of video conferencing Moving ahead at the speed of video. Retrieved February 19, 2007 from: http://ezinearticles.com/?The-History-of-Video-ConferencingMoving-Ahead-at-the-Speed-of-Videoid=5369 Shaw, R. (n.d.). The evolution of rich media. Retrieved February 18, 2007 from: http://www.imediaconnection.com/content/2618.asp. Shepard, K. (2003). Questioning, promoting and evaluating the use of streaming video to support student learning. British Journal of Educational Technology 34(3): 295–308. Streaming video on the Internet. (2000). Retrieved February 1997 from: http://www.dps.com/custserv/doclib.nsf/55f584d47a8fd27585256bf300554e9f/9cb11874854c451c85256aaf00681f80/$FILE/Streaming%20Video%20White%20Paper%20v1-0.pdf