The People Era

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THE

PEOPLE

ERA

Hisham Ibrahim Amer

Human Resource

MBA - Semester II

October 1

The People Era - Hisham I. Amer Page

InterMark is a Pan-Arab

Marketing and advertising

company, dedicated

only to serve the Pharmaceutical

Industry.

The Mission of InterMark

is to deliver unique Services

to the pharmaceutical and health

care industry that matches the everincreasing

market competition in such

important market segment.

Despite the fact that clients do appreciate

quality as the end result product or

service, to be provided the elements of producing

and maintaining such high quality products or

services is not appreciated.

Clients recognize the value of having high quality

products or services as a necessity to remain competitive

or maintain or grow market share. Clients

still do not appreciate the incremental cost accompanied

with higher quality product or services.

The challenge of improving the clients sense of the

cost of high quality product and services is not our

main challenge, since the increasing market competition

will help clients to understand and to accept the

extra cost of quality. The major challenge remains

in creating quality oriented operation with a mission

of delivering unmatched quality standards in

the market it competes in.

Our strategy to maintain and deliver quality services

is to provide a team done products or services that

are based on total integration of the company¡¦s most

important resources ¡§People¡¨.

Adding Value through Employee Management

Most CEOs are people persons. They are extroverted,

like conver- sation, and have the kind

of magnetism or p r e s - ence that

attracts others. B u t being a

human assets C E O

is more

speciOc than

just being

a people

person. It

means managing

poli

c i e s ,

p r o c e -

dures, p r o g r a m s ,

and systems

related to the

hiring, retention,

and development of

people at every level of

the organization.

Human assets CEOs do more

than just know the names of many

of their employees. They are actively

involved in career planning and mentoring,

meeting face-to-face with employees to discuss

values, decision-making, and performance.

The importance of Values

In large companies, employees come from a broad

range of backgrounds and are involved in a broad

range of activities. Yet, human assets CEOs believe

that as employees, this disparate group of people

must all adhere to the same distinct company values.

Those values are the unifying thread of what are

often complex employee-management systems.

Pepsi Co CEO ¡¥Wayne Calloway¡¦, for example,

emphasizes personal integrity. Integrity means

employees are open, honest, and willing to put themselves

on the line by telling the truth rather than

keeping hidden agendas.

Introduction

Managing Relationships

Managing people is more than managing individual

performance and values. It is also managing the relationships

among people.

United Biscuits CEO Eric Nicoli, for example, places

great emphasis on friendship among employees.

People who enjoy working with their colleagues will

be more motivated and committed to perform.

For Jan Timmer, CEO of Dutch electronics giant

Philips, the relationship between people is fundamental

to success of the Orm.

After walking around a factory for half an hour and

watching how management and workers react to

each other, Timmer says, ¡§I can walk out without

looking at the Ogures, and I can tell you if that factory

makes money or not¡¨.

How They Do It

As with strategic management CEOs, human assets

CEOs delegate day-to-day operations. This gibes

them the time to closely monitor and be involved in

the performance and careers of their employees.

The People Principle

Attempts to improve productivity in the 170s and 180s largely failed. Managers poured money into expensive

computer technology but balked at underwriting employee skills. In the 10s, companies downsized,

right-sized, and reengineered, Oring their employees by the thousands. This didn¡¦t work either.

All this strip-down restructuring and pricey technology have raised individual productivity only 1 percent

since 18, according to an Andersen Consulting sturdy. It also has dropped employee morals to record low,

filled workplaces with fear and paranoia, and depleted company coffers of billions of dollars.

Clearly a new approach is needed, one that promotes people over processes. That¡¦s the message of The People

Principle.

People are illogical creatures often driven by emotion. They are not machines. They do not produce on

command. They produce because they are motivated from within. You can learn how to tap into this selfmotivation

to increase their work output.

Based on the notion of The People Principle, the company has adopted a series of strategies and tactics for

the implementation of people oriented organization. These strategies are

1- Understanding what motivates people¡¦s behavior

- Becoming the kind of person others want to follow

- Believing in people and getting them to believe in themselves

4- Coaching others to do their best

5- Getting employees to accept responsibility for their own problems

6- Setting up a goal-achievement system that works

¡§It¡¦s very important all the time to tell

people to do it themselves. You don¡¦t

have to stimulate an athlete who is running

the thousand meters. You don¡¦t have

to tell them that they have to win. They

know that. But you can ask them, ¡¥Have

you checked your diet? Have you got

the best trainer?¡¦ That you can do.¡¨

- Paul Fentener Van Vlissingen,

CEO, SHV Holdings (Holland)

The People Era - Hisham I. Amer Page 4

1- Understanding what motivates people¡¦s

behavior

Improving productivity begins with understanding

what motivates people ¡V what makes them want to

work harder.

Most behavior is motivated by an effort to satisfy

needs. Although these needs differ from person to

person, all fall into one of seven categories.

Progression of Needs

The first level is survival. At its most basic, this

a need to stay alive, but it includes emotional and

financial survival as well.

The second level is security. This encompasses a

sense of safety and the freedom to control your own

choices.

Knowledge is the third level.

Problem solving, decision making, satisfying curiosity,

and knowing how to function in different circumstances

fall into this category.

The fourth level is self-esteem. This includes feeling

good about the person him self, loving others, and

experiencing satisfying relationships.

The fifth level is self-expression. You express yourself

in your drive to achieve, move toward purpose,

and affirm uniqueness.

Wisdom ¡V that is, understanding and being able to

relate cause and erect ¡V is the sixth level, followed by

transcendence, in which you move beyond material

values.

We move through the levels in sequence, starting

with survival. Each level must be satisfied before we

can advance to the next.

Our productivity increases as we climb up the ladder.

We become more self-reliant, creative, and motivated

as we try to satisfy more complex needs.

Lower Levels Dominate

Your job as a manager is to determine what kinds of

needs are driving your people¡¦s behavior. They may

be on different need levels in different areas of their

lives. For example, a worker going through bankruptcy

may be in survival mode financially while

seeking wisdom at work.

The catch is that lower level needs often demand

greater attention. Your financially strapped employee

may be so worried about losing his house that he is

not even trying to satisfy his needs for wisdom at

work. As a result, he may be preoccupied and inattentive

on the job.

You cannot solve your employees¡¦ problems but you

can take the time to listen to them without judging

them. People want to feel you understand and accept

them.

In fact, you may solve many of your low-productivity

problems simple by listening, understanding, and

valuing your employees.

- Becoming the kind of person others want to

follow

It is like the management by example. The company

had agreed on a formula to be adopted by all department

heads, branch mangers and CEO. This form

help to set the example for the manager¡¦s subordinates

to follow.

1- Do you know your self?

Leaders discover their talents and strengths and how

to use them to advantage at an early age. Many say

that one of their best learning experiences was being

uprooted and reassigned to a new position or a new

culture. They had to learn new beliefs and customs,

and that made them examine their own responses to

more familiar patterns.

- Are you open to feedback?

Next time someone offers you a little friendly advice,

listen. Leaders, learn form the opinions and experience

of others. The key is finding people whose

opinions you trust. Many executives say that person

is their spouse.

- Are you eager to learn and improve?

Most leaders are lifelong students who continuously

reinvent themselves, adapting to changes around

them. They ask great questions. They know that

acquiring new information keeps them from being

blindsided. Leaders hunger for knowledge.

4- Are you curious? Do you take risks?

Leaders are always pushing the envelope, looking for

adventure. They embrace errors because they offer a

valuable learning experience.

They dare to take risks and explore new options.

Leaders, like experienced skiers, know that success

depends upon leaning forward toward your goal, not

back toward the safety of the hill.

5- Do you concentrate at work?

Interpersonal skills are important but not a critical as

the ability to concentrate on the goals, the company,

and the mission. Leaders are persistent. Their ability

to stay focused makes them effective.

6- Can you balance tradition and change?

There is a lesson to be learned in the adage ¡§Don¡¦t

throw the baby out with the bath water.¡¨ Some things

don¡¦t need to change, others do. So by learning

the culture and tradition of an organization before

making sweeping changes.

7- Do you have open communication channels?

Open interaction enhances the free flow of information.

Consider setting aside some time each day or

week to make yourself available to those around you.

Establishing open forums lets others know you are

receptive to their ideas and suggestions and provides

you with fresh perspectives.

8- Do you work with systems?

You cannot solve every problem. Functioning effectively

within an organization means that sometimes

you have to rely heavily on others in the system to

make decisions and get things done.

- Do you serve as a model or mentor?

Setting a good example is not only a terrific learning

experience of others; it¡¦s part of the process of selfinvention

for leaders. Good leaders coach others,

helping them focus on what¡¦s important, teaching

mentoring, and empowering them.

- Believing in people and getting them to

believe in themselves

It is the task of empowering employees to take

actions. Even when urgency is high, a guiding coalition

is in place, and a vision has been created and

communicated, numerous obstacles can still stop

people from creating change.

At this stage of the process, you want to empower

abroad base of people to take action by removing as

many of those obstacles as possible.

The four major barriers to change are structure,

skills, systems, and supervisor.

1- Structure

The structure of an organization can stifle the initiative

of even the most motivated people. For example,

change often requires cross-functional cooperation.

But organizational walls between different, independent-

minded functions slow down communication

and cooperation.

Layers of middle managers or fragmented resources

and responsibilities are other structural barriers to

initiative and change.

Address these problems ¡V by enforcing cross-functional

cooperation or consolidating resources, for

example ¡V or eventually employees will bail out of

the change program.

- Skills

A lack of skills training can also impede change.

It¡¦s not easy to discard years of habits and attitudes.

People are often taught technical skills, but not the

social skills and attitudes needed to make the change

work.

It¡¦s not enough to say, ¡§Okay, you are empowered,

now go.¡¨ You must give employees the training they

need to use their power.

For example, if change requires teams, you must

teach team building and team working skill. If change

requires managers to empower their employees ¡V

managers who have always made decisions and

handed orders ¡V then you must train these managers

in new employee ¡V relation¡¦s skill.

Training doesn¡¦t mean that you should view your

people as helpless employees who must be shown

every detail. You won¡¦t empower them with that attitude.

With empowerment training, you are simply saying,

¡§We are going to be delegating more, so here¡¦s a

course to help you with your new responsibilities.¡¨

- Systems

Human resources systems, such as performance evaluations

or compensation, promotion, and hiring systems,

must be aligned with change.

If the core of a new vision places customers at the

center of all decisions, for example, then perform-

The People Era - Hisham I. Amer Page 6

ance evaluations and compensation have to be tied to

customer satisfaction results.

People understandably link their efforts with how they

are being evaluated and rewarded. If they are not

rewarded for acting on the vision, then vision takes a

back seat.

4- Supervisors

Supervisors and managers can be foot draggers ¡V and

from their positions of power they can drag the feet of

those around them.

The best solution direct, honest dialogue. Confront

bosses who undercut change, explaining clearly the

vision and their contributions to that vision. If they do

not want to contribute, then they must be let go.

4- Coaching others to do their best

Coaching is not a performance appraisal. The purpose

is to build people and help them discover their potential.

Treating people as unique individuals. Measure

them against them selves, not others, not the CEO.

What percentage of the work force is performing

at peak levels? If your employees are average, the

answer is probably no more than 0%. These top performers

often are eager to learn because they have

high achievement drives.

The job is to get the remaining 80% to follow suit.

One way to do this is by coaching them.

All of us need coaches. Most people work, learn, and

stretch more if they are encouraged and coached, than

if they try to go it alone.

The Coaching Process

Regularly scheduled coaching and counseling sessions

will help improve almost anyone¡¦s performance. Hold

coaching sessions in a completely private setting. Give

your employees your undivided attention; don¡¦t allow

any interruptions or distractions. Your message should

be that nothing is more important than this session.

The coaching process has five parts.

First, asking the employees about their goals or objectives.

Get them to identify not only the goals but also

how they plan to accomplish them; what, if anything,

is holding them back; and what would help them make

progress.

Listening to them without interruption. Guide and help

them discover their own answers.

These first two steps, asking and listening, will take up

three-fourths of your session time. You should spend

80% of this time listening.

Now we are ready to coach the knowledge, skills, or

actions your employees need. Talk about problems or

areas that need improvement. Suggesting an action

to help them overcome an obstacle or move toward

a goal. Keeping the responsibility on their shoulders,

not our¡¦s.

Praising specific behaviors. Point out the talents, attitudes,

and abilities they have that will help them reach

their goals. Telling them that the company believe they

can do it.

Challenging them to become their best. Ask them to

commit to specific results and time frames. Explain

that the company will follow up their progress. Thank

them for the work they have done and tell them how

important they are to your organization. You might

want to write your questions and the coaching process

¡V ask, listen, coach, praise, challenge ¡V on note cards

to keep you on track during the sessions.

5- Getting employees to accept responsibility for

their own problems

A formula to encourage employees to solve their own

problems thus giving them the responsibility to be

more result oriented.

A formula has been adopted to help the company force

to solve their common work problems

1- Defining the problem

- Pinpoint the cause of the problem

- Identify possible solutions

4- Solve the problem removing the cause or take

corrective action.

6- Setting up a goal-achievement system that

works

The company has set a goal achievement system helping

achieving and committing to the company¡¦s overall

goals.

Choosing Well-defined goals

Setting and reaching goals is more an emotional exercise

than an intellectual exercise.

You begin by defining your objectives. Choose six

that are important to you. These might include losing

weigh, getting a new office, finding a new job, saving

a certain amount of money each pay period, solving

a particular problem, and communicating a different

image to people around you. Be specific about what

you want to accomplish.

On a separate note cards, write down each goal and

the date by which you want to attain it. Phrase it as

a statement, such as, ¡§Beginning January 1, I¡¦ll save

10% of my income each month. ¡§Be realistic about the

amount of time you need to achieve your goals. Nothing

happens overnight.

Make sure your goals are consistent with each other,

with your values, and with the goals of people close to

you. If they are not, you will sabotage your best intentions.

Work to Achieve

By working to develop the strengths needed to reach

the goals. These include cultivating the right attitudes,

proper habits, and useful skill.

Evaluating the Progress

By reviewing each goal and either proceed with, revise

or recycle it.

By making employees practicing this goal achievement

system on their personal goals which is shorter

in terms than the company ones. Employees learn to

practice the system in full and se the impact in relatively

short period of time.

Conclusion

People represent the most important company asset. A

probably integrated company force will help improving

productivity, reducing production cost and improving

overall company efficiency.

The company decision to consider the employees as

the most important factor contributing to the company¡¦s

long-term success was attained by setting up a

multidimensional plan that helps creating and maintain

a high caliber company members.

The People Era - Hisham I. Amer Page 8

Introduction

InterMark is a Pan-Arab Marketing

and advertising company,

dedicated only to serve

the Pharmaceutical Industry.

The Mission of InterMark is to

deliver unique Services to the

pharmaceutical and health care

industry that matches the everincreasing

market competition

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Disciples II

Guardians of the Light

CONTENTS

I) Minimum System Requirements

Do my essay on peeps CHEAP !

II) Troubleshooting

a) General tips

b) Game wont launch

c) Display problems/issues

d) Performance issues

e) Contact us

III) Miscellaneous

f) Manual addendum

g) Multiplayer over LAN

h) Exported leaders for the expansion campaigns

i) Special Thanks

I) Minimum System Requirements

----------------------------

Windows(R) x/000/Me/XP

Pentium II Mhz / AMD Athlon

MB RAM (Recommended 64 MB)

1.1GB Free Hard Drive Space

8MB Video Card

DirectX Compatible Sound Card

DirectX 7.0 or higher

56k Modem for Internet Play

II) Troubleshooting

-----------------

a) General Tips

With so many different combinations of PCs, operating systems and video/sound

cards, you may encounter difficulties running the game on your system. By

following the tips mentioned in this section, you will address many common

problems encountered when running games.

1) Before installing the game, make sure you have the proper amount of

available hard drive space.

) Before installing the game, make sure that any programs that may be running

in the background are removed.

If using Winx/ME

==================

a) Go to Start

b) Go to Run

c) Type msconfig, click on the startup tab.

d) Uncheck everything except for SYSTEMTRAY and SCAN REGISTRY

e) Click on Apply then Ok and reboot the system.

If using Wink, XP

===================

a) First backup the registry

b) Go to Start

c) Go to Run

d) Type regedit then hit ok.

e) Go to HKEY_LOCAL_MACHINESOFTWAREMICROSOFTWINDOWSCURRENTVERSIONRUN

f) Delete the entries on the right side. (backup the registry first)

) Run Disk Defragmenter on a regular basis.

4) Read the minimum requirements and make sure your system meets them.

5) If using Wink or Win XP, logged in as the Administrator.

b) Game wont start

) We have found that Disciples II hangs at launch on some systems when the

sound acceleration is disabled. To verify if you have sound acceleration ON,

choose RUN from, the START menu, type dxdiag in the edit box and press

OK. Choose the SOUND tab and verify that the hardware sound acceleration

level is not set to no acceleration.

) The copy protection used with Disciples II might not be compatible with some

CDROMs. There are some steps that can be taken to address this issue

A) Disable the game port/joystick in your Device Manager

B) Securom is not compatible with real mode drivers. You need to edit

AUTOEXEC.BAT and CONFIG.SYS and remove any entries relating to your

CDROM.

C) You may need to update the drivers for your sound card.

D) Update the drivers for your CDROM.

c) Display problems/issues

If you are experiencing display problems with Disciples II, such as flickering

images, black screen, strange colours, please do the following

A) Update your video card drivers. Here are some manufacturers web sites.

http//www.nvidia.com

http//www.atitech.com

http//www/dfx.com

http//www.gurud.com

http//www.matrox.com

B) Make sure your monitor can support the refresh rate selected. You can run

the Configuration Editor utility program and change the refresh rate.

C) Adjust the settings for hardware acceleration for your video card. (Reduce

it by one notch or two). (display properties/settings/advanced/performance).

D) Reinstall DirectX after any driver update (cause for DDRAW error.)

E) Make sure your screen can support the required resolution (cause for DDRAW

error.)

d) Performance issues

If Disciples II runs too slowly on your computer, there are a few things that

you might want to try to improve the games performance

) Close any unnecessary programs (as mentioned above) that may be running

in the background. Antivirus programs and security programs are notorious

for slowing down your computer and can even cause various problems with

some games.

) Open the Options screen (ESC from isometric map) and turn off some options

or click on the Low end button. Changing the following options should

increase the performance of the game.

OPTION NAME NEW SETTING

-----------------------------------------------------------

Scrolling between actions Off

Isometric animations Off

Battle speed Instant

Extra Battle amimations Off

Isometric Audio Environment Off

Low memory video card On

Sound FX volume Off

Music Volume Off

e) Contact us

For further assitance, you can reach us at the following

Phone (514) 844-4 Monday to Friday from 800AM to 600PM eastern time

Fax (514) 844-47 Attn support

E-mail support@strategyfirst.com

You can also visit our website at http//www.strategyfirst.com.

When you call, please have the following information handy for faster service

Computer type and processor speed

Amount of RAM (memory)

Operating System Used

Type of video and sound card

Amount of memory on the video card

Version of DirectX installed on your machine.

All this information can be obtained through the dxdiag utility.

(start/run/dxdiag).

III) Miscellaneous

--------------

f) Manual addendum

The following option is not mentioned in the manual

- Inverse mini map mouse behavior (on/off) inverses the way the mini map

scrolls when clicked upon

g) Multiplayer over LAN

You may play a -4 player multiplayer game of Disciples II over a LAN using

only one CD, but each person must hotswap the CD when they launch

Disciples II. To Hotswap

1) Place the Disciples II CD in the CD-ROM drive and launch the game.

) When the main menu appears, remove the CD-ROM from the drive and

pass it to the next player on the LAN.

) Each player repeats steps 1 and .

4) When starting a multiplayer game session, the Host MUST have the

Disciples II CD-ROM in their CD-ROM drive.

N.B. - YOU MUST HAVE THE FULL VERSION OF THE GAME INSTALLED FOR THE

HOTSWAPPING TO WORK.

h) Exported leaders for the expansion campaigns

In order to play the new expansion campaigns, you will need high-level

leaders (level 10 or higher) that have been exported from the original

campaigns or skirmishes. To that effect, appropriate leaders have been

placed in the BonusExported Leaders folder on disc 1. Simply copy

these files into the Exports folder located in the folder where

Disciples II - Guardians of the Light is installed.

Note that these leaders are the minimum required to play these new

campaigns. You are encouraged to play through the original campaigns

first, and export your leader at the end.

Also note that using any cheats will disable exporting of leaders.

i) Special Thanks

A special thanks goes out to the following individuals for additional

last minute beta testing

Ryan Bastien

Stephane Brault

Doug Campbell

Mark Cecere

Mark Esposito

Julien Fullum

Paul Gadbois

Simon Lamoureux

David Mallet

Jeff Millett

Nathan Pinard

Adam Phillips

Jay Podilchuk

Ryan Valade

Special thanks also go to Eva Bunodiere for her work on the Scenario

Editor Manual.

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Childhood

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¡§Wake up, wake up my dear little girl,¡¨ said a soft voice. How could it be so soft? Am I still dreaming? Just than the voice said again, ¡§Wai wai, be a good girl. Wake up or you will be late.¡¨ Slowly I open my eyes.

Once I really think of things happen like that, mother calling me Wai wai and wake me up in a soft voice. It was a good time, when I was just five. Mother was so kind to me, just like an angle. It was the right for me too stay in bed for a longer time. But now she was not an angle, only a woman that yells and cried her daughter to wake up. Stay in bed for longer no way!

When I was five, mother would kindly wake me up, then lead me the way to the washroom. Helping me to make the toothpaste, watching me to brush my teeth. After dressing up the tidy, clean school uniform, we would have breakfast together round the table. Chatting what would be up that day, like will teddy be lonely when I was at school, I didn¡¦t want to leaave him etc. Then mother would promise helping me to take care of him. After that we would walked to school, hand by hand.

Walking to school is the most presurious time having with mother. Now she will just straightly order in a loud voice, ¡§Go rightaway to the bus-stop! Or you will be late¡¨ No more soft voice, walking and chatting ¡Konly shouts and orders.

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Now you know why I will choose to stay at five years old all my life. I can enjoy all the caring and love from mother, having all my rights. Besides I think five years old is my happiest time through my life up till now.

In five I was studing the kinergarden, learning words and playing in the coverplaygroud. Most of all are having teas and little snap. I can still remember the teatime song ¡§ Tea-time tea-time fun, fun, fun, come and have it everyone.¡¨I enjoy having teatime most; I think those snacks are the delicious ones in the world. Each day I only need to learn a few words than I can play with other childrens. There is not even any workload to say. Compare to now when you are at home lots of homework are waiting for you, the work loads are so heavy that sometimes even you work till late to night you can¡¦t finish it. You can never think of having any snaps. So five years old is just a good time.

During this time you can express your feelings out freely, just cry out, as you want. Not like now if you want to cry you might think of many things, like will people laugh at you etc. All the things is pure and simply.

You may agrue that five years old is not the best time because you can¡¦t go out shopping with your friends, instead just stay at home playing toys. But I tresasure this part of my life most! Since I can enjoy the care, love, freedom (at home) from my parents and the simple life style.

Cherry lau.

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Libertarianism and totalitarianism

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How far should government go to maintain the rights of the people, provide public necessities, and promote equality among the people? One argument is that the government should control every aspect of the lives of its citizens. The opposite government is one that leaves all control in the hands of each citizen. It seems that a perfect government would be somewhere in the middle.

Totalitarianism is the type of government in which the state has complete and absolute control over almost every part of a person's life. The government makes a person a slave to the state and gives no freedom of choice to any of its citizens. This type of government may be viewed as an extreme form of conservatism. Conservatism believes that the main purpose of the government is to maintain order though out the people. Conservatism puts great effort into continuing traditions. For example, a woman serves only in a domestic role and religion is a necessity in the family and in school life. Totalitarianism would take the process a step further by controlling how each member of the family will serve the government and dictating what particular religion all citizens will practice. Totalitarianism is an extreme extension of conservatism because it does not just want to keep people in order it wants to control every part of a person's life. Finally, totalitarianism believes in total equality within the government's tight restrictions, but conservatives do not believe in using the governmental forces to control the lives of its citizens. Totalitarianism is often considered a dictatorship type of government because in most cases the totalitarian government is ruled by one political party head. Most totalitarian governments disagree with groups such as labor unions and trade associations, but a libertarian government prohibits a restriction on individual action laws such as drinking, marijuana and other drugs.

The second type of government is libertarianism, which gives a person his or her full individual rights. It disagrees with all government actions except the ones that are necessary to defend life and possessions. Libertarianism favors a laissez-faire economic system, which means, "let people do as they please." Libertarianism is an extreme extension of liberalism. Liberalists believe that the people should be free but also believe that the government has a duty to help out the disadvantaged. Liberalism does extend many rights to its citizens but has a government structure that funds social programs. Libertarianism does not support a government that interferes in any way, even to offer assistance with social programs. Liberalists believe that individual freedom (libertarianism) cannot work because the government must control obstacles in order for the people to enjoy their freedom. This is the extreme opposite of totalitarianism, which does not allow any freedom of choice for its citizens and in many cases does not provide for the basic needs of its citizens through social programs.

Even though these governments have many different qualities they do have some similarities. Both totalitarianism and libertarianism exist in countries today and have existed in countries in the past. These governments have helped the countries to prosper in the world. Some examples of successful totalitarian governments in the past are Germany under Hitler, USSR under Stalin and Italy under Mussolini. Other times these governments have tried to succeed in certain countries but have failed. Sometimes a change in the type of government is necessary to fit the present state of a particular country. The two governments are alike in another way because neither has an established constitution. Under a totalitarian government a citizen's life is controlled by the decisions of a dictator so a constitution would not be relevant. Libertarianism is a free government allowing each citizen to make his own choices so a global constitution would not meet the needs of each person. Finally, representatives of both forms of government have tried to persuade the American people to abandon democracy. For example, the Libertarian Party had a candidate in each presidential election from 17 through 16 but not one of these candidates got more than 1 million votes.

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Human Resources: We Can Solve All of the Company's Problems

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An example of effective Human Resources (HR) contributing to the success of the company is within the AT&T Corporation. The company's goal is to turn the domestic long distance form into an "any distance, any service" global company (Miller, 000). Mirian Graddick-Weir, the head of AT&T's HR, is responsible for making sure that the momentum toward the goal never loses speed. The responsibility is normal, but the manner in which Graddick-Weir goes about accomplishing the responsibility is not. Most experts, like Robert Bacal, feel the function of Human Resources is to be a support department in an organization, providing assistance to other departments in a manner in which those departments can remain functional and profitable. Experts do not consider Human Resources' function to be a leadership role. Unlike most companies, AT&T's HR is responsible in leading the company in the transformation to globalization. Through leadership, AT&T's HR department decreased expenses, took advantage of technological innovation, fulfilled attrition requirements and yet still maintained morale. AT&T's HR managed to complete these separate and effective accomplishments when most departments in a company cannot manage even one accomplishment. AT&T's diversion from the norm, by placing the HR into a leadership role, proved to be instrumental in the company's massive transformation into a global conglomerate.

Expenses

The first accomplishment began within the HR department itself. AT&T's goal was to cut annual costs by $ billion, so the HR team began by reinventing the department into a high-value, low-cost strategic service to the company. The Human Resource Department reduced itself by a 5 percent head count, cut department expenses by 48 percent, and reduced the HR cost per employee by 4 percent. The model Human Resources devised estimated expenses to be lowered by $40 million over a two year period. Through the Education Council, a group of HR and business unit leaders, $ million was saved in company training expenses.

Technology

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The Human Resource Department at AT&T determined that the trick to cutting costs and maintain effectiveness was in making an investment in the infrastructure of the company. Although the company's goal was to cut annual costs, the HR team had the company spend $0 million on automation and technology in order to alleviate HR duties. AT&T's hiring process is now 8 percent electronically processed. The automated system also reduced the process time for filling positions from 10 days down to 48 days.

The HR department's direction toward automation includes an intranet for employee services. Training, benefits, policies, pension and payroll information are offered on the intranet. Intranet options are preferred and utilized by 80 percent of the staff for payroll processing, 0 percent for savings plans and 55 percent for benefits and 5 percent for training. A toll-free number is available for employees without web access. Fortunately, the $0 million investment that HR led the company into is justified through the ability to measure the benefits.

Serving the Employees

Graddick-Weir has made sure that AT&T's HR maintains the primary function of the department's role serving the needs of the company members. AT&T's HR department's philosophy is to put the people first. The department understands that the true role of HR is to be a coach, advisor and a good listener. AT&T's Human Resource Department does not believe in a one-size-fits-all approach when working with company members and solving problems. Although the company objectives are a priority, the HR team makes the employees the top priority. Human Resources has made placing stock options into the employee hands a major goal and does so by giving employees grants through options and business unit pool allocations. With support from officers, the HR team is attempting to break the bureaucracy, cut down on the hierarchy and make the employees feel more like owners of the company. The HR department is also trying to change compensation to a market based structure in order to attract and retain top talent and withhold realistic programs sensitive to the job market. Cutting corners in the investment in staff is not an effective way to cut costs for a company and still maintain a reputable business with a respectable profit margin.

When AT&T Human Resources had to take 10,000 employees out of the company, the department came up with the Voluntary Retirement Incentive Program. Leaving the company was less traumatic on a voluntary basis and had plenty of incentive to make it worthwhile. Human Resources gave employees pension incentives, a more liberalized retiree health-care package and offered career resource assistance. Employees that started their own business received $10,000 as assistance. In addition to the information provided through the intranet, the HR team organized huge financial seminars for the employees. The seminars covered any information the employees would need to know about their pensions and investment.

HR at AT&T is taken very seriously. The department has a two-day training event to further HR knowledge when supporting the staff. The training covered subjects like defining HR's role, translating business issues into HR interventions and leading change to achieve company-wide objectives. The material covered is far from the norm. Most Human Resource training covers defining the department's role, usually in subjects like sexual harassment, state and federal employment laws and workplace safety. AT&T has broken the mold and defined the department's role as one of leadership in helping the company transform in a number of different areas. Human Resources at AT&T demonstrated outstanding innovation, structured leadership and excellent follow-through. Instead of being a support department to other departments, the HR team has become a fundamental department to a company willing to try new ideas. The department mastered keeping pace with business changes while undergoing reinvention and doing more with less. HR at AT&T was so successful with the policies and changes implemented that it has become a prototype for the company's cost-cutting goals. Rather impressive for a department that the experts claim should be seen and not heard.

Bacal, R. (000). From the corporate file the role of the Human Resources

Departments. Work11.com. Retrieved June , 00 from the World Wide Web http//work11.com/articles/hrrole/htm

Miller, R. (na). Human Resource executive of the year going the distance. Human

Resource Executive. Retrieved June , 00 from the World Wide Web http//www.workindex.com/hrexecutive/weir.asp

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Chinese Hotel Industry- Values

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Introduction

Since the implementation of economic reform and opening up in 178, China has adopted a pragmatic approach to running the economy which has resulted in a socialist market economy with Chinese characteristics.

This socialist market economy has allowed China to maintain her socialist status but adopt practices of other advanced economies to modernise the country and to improve the standard of living for her people. For example, while land still belongs to the socialist state, the right to use it for 0, 50 or 70 years can be the same as in any capitalist country. Economic reforms initially in the primary sector, followed by the secondary sector and recently in the tertiary sector such as retailing, have released the dynamic force of individual initiatives. This combined with the rapid growth of foreign investment have propelled the economy at double digit growth at a time when the whole Western world is agonising with the pain of high unemployment-rates and continued downsizing programmes even by blue chip companies.

The economic reform and the rapid economic growth have transformed Chinese society. Over 110 million people have joined village and town enterprises and are transformed from under-employed farm labourers to wage earners with money in their pockets.

For people who are able to exercise private initiative more than others, they stand a better chance of obtaining a bigger share of the economic pie. They comprise the increasingly emerging middle income household in China.

The Emerging Xiao Kang Family or Middle Income Household in China

Middle class is certainly a Western concept for the Chinese. In China however, there is a lot of discussion on Xiao Kang (little rich) family. In a way Xiao Kang families are the Chinese version of the middle class.

What is Xiao Kang ? Xiao Kang, in Confucius ideology, is the state of a society where people live and work happily. In todays context, the official view of Xiao Kang livelihood means the following

1. People eat well, having more quality and nutritious food.

. People dress well, paying more attention to aesthetic outlook and appearance.

. People live well, having nicely furnished home plus consumer durables which provide convenience and entertainment.

4. People enjoy a cultural life with significant increase in circulation of newspapers and magazines.

Back in 184, Deng Xiao-peng, the architect of economic reform in China set the target of Xiao Kang livelihood for the whole country to be achieved by the year 000. He recognised that for the size of a country as big as China with great regional differences between cities and countryside, he would need to set a modest target. The target he and the central government planners set was US$800 GDP per capita in 180 dollar value.

Middle income household by definition refers to urban families. It is therefore important that we examine the middle income household or the Xiao Kang families in urban China. China has 1. billion people, 5 percent live in cities - a total of about 567 cities.

In terms of GDP per capita, it is interesting to note that the average city is three times higher than the average for villages and towns. The average of coastal cities is double that of the average city and the average of special economic zones (SEZ) is again double that of the coastal cities. In a way, the more open the economy is, the higher is the economic development and living standard of the people. The magnitude of differential is as high as twelve times in terms of GDP per capita when we compare the special economic zones with the average village / town.

The economic development strategy in China is a points-line-surface progression. The points are the coastal cities and special economic zones which are developed first bringing about prosperity to the whole coastal area (i.e. line) and from there reaching inland gradually bringing prosperity to the entire surface of the country which, of course, will take many decades to achieve.

Since some places grow faster and earlier than others, we are already witnessing the result of the economic reform over the past one and a half decades. That is the emergence of the Xiao Kang consumers and families who have the discretionary income to purchase modern consumer goods and services.

Where do these Xiao Kang families come from? The main sources are as follows

1. Managers who work in the existing 100,000 joint-ventures and wholly owned foreign companies (approved joint-ventures currently number over 0,000).

. Owners of the 0 million private enterprise and self-employed business which are known as Ge-Ti-Hu in China.

. A large number of managers of the 1 million township enterprises (semi-private enterprises).

4. A large number of managers in foreign trade corporations, banks, insurance companies and stock brokerage firms.

5. Managers in well-run and profitable state enterprise.

There are no precise figures about the total number of the Xiao Kang families but it would probably be in the region of 0 to 40 million families for the whole country or around 0 million families in the cities. The latter constitutes close to 0 percent of the urban population.

It is encouraging to note that the economy continues to open up with increasing foreign investment and that restrictions on many service sectors are being further relaxed. We can, therefore, expect more people reaping benefits of the economic reform and hence more Xiao Kang families.

The Xiao Kang families or the middle class in China also express their needs in different ways. Lets talk about education first.

Higher Education

More and more young people of Xiao Kang families are enrolling for higher education. They see having a college degree as the route to success. Since 178, enrolment has more than tripled, to .5 million.

But higher education, which used to be free in China, will now carry a price-tag. More top-rated colleges in China are now charging students annual tuition fees. Within two years, tuition will be charged at all of Chinas 1,000 over universities.

Graduates of the past were required to accept jobs chosen for them by the State as a repayment for free education. Now, by paying for their education. students will have greater leverage in selecting their careers.

The government also has plans of establishing computer courses in some primary and middle schools. In recent years, the country has seen the proliferation of pre-schools and private schools in major cities.

At the workfront, pre-employment and on-the-job training in different professions have been gradually introduced to improve efficiency. China is now staging a massive training programme to train certified public accountants across the country. The target is to train more than 60,000 CPAs in the next five years, bringing the total to 100,000 by the end of the century. The country has at present about 8,000 CPAs.

Better Housing Conditions

The Chinese Xiao Kang families are spending more of their income in acquiring their own homes or decorating their existing apartments. This is reflected in the average expenditure pattern of urban households.

The surge in building of homes in China is also reflected by the rising living space per capita in both urban and especially rural areas where land is easier to find.

How large is the home market? According to official sources, the target for home building in the cities and towns (excluding countryside) is 00 million square meters a year. This represents a building boom of three to four million apartments in urban China each year for many years to come. The home market for the countryside is almost four times that of the urban areas, or 750 million square meters a year.

In Beijing alone, the estimate for reconstructing dangerous and old houses in the city amounts to RMB8 billion or US$. billion. Beijing has over 160 million square meters of old residential houses, accounting for one-third of the total area. Beijing is one of the few Chinese cities testing Chinas first fully commercial housing scheme backed by the World Bank.

In Shanghai, it is estimated that about 1.5 million households or 60 percent of the citys total households are living in premises that need massive repair, with their areas totalling 5 million square meters.

In Guangzhou, the demand for luxury homes exceed supply, Both the rich local Chinese and expatriates are snapping luxury villas completed in recent years.

Indoor renovation and decoration is now almost like fashion in the cities. Xiao Kang families want to live more comfortably at home. Many change the floors of their apartments, wall-paper the walls, renovate the kitchen, upgrade the doors or window frames or enlarge the sitting rooms etc. Official estimate of the indoor decoration market amounts to 15 billion yuan or about US$ billion a year. This figure can only go up due to rising consumer expectation and housing boom everywhere in China.

More Informed Populace

The information revolution is steadily coming to China and this is going to play a great role in changing societys attitudes. The proliferation of information and entertainment services has become a vital part of Chinas modernisation leading to new ideas and new aspirations.

Even in the tightly regulated area of mass media, we witness the setting up of Easy FM radio by AWA of Australia, and Joy FM radio by Metro News of Hong Kong. Other electronic media such as BBC, USIA, CNN and CETV (Robert Chuas China Entertainment Television Broadcast Ltd) have achieved different degrees of success in penetrating the China market.

Trade magazines and tabloids have begun to grow roots in China in the past 10 years or so. Consumers are now increasingly exposed to a variety of titles now serving many market sectors, such as computers and electronics, medicine, technology and industrial sectors.

Catching up with its Asian neighbours, China is now on the threshold of a computer explosion. Computer product sales in China surged 4 percent in 1 to US$ billion, up five-fold in 10, with hardware accounting for 60-70 percent. The sale of PCs increased 80 percent to 450,000 units. By the end of the century, China could become the worlds biggest PC market.

Moreover, China plans to set up a national computer network to link its over 1,000 universities and colleges by the year 000. The country intends to computerise its educational and research institutions and train specialised personnel for the information superhighway. In fact, Guangdong Province started operating three data communication network which can transmit data, voice, image and video information.

Increased Mobility

While private autos are not yet common at the moment, cars are now at the top of the list for well-to-do families. In fact, China is planning to produce a family car to market to the middle income consumer in the next decade. This means more frequent contacts with people in other areas, convenience in travel, and literally a faster lifestyle.

Currently, the annual demand for motor cars of all types is slightly over one million but will rise to the three million level by 000 and around six million by 010. Demand for family car is expected to reach half a million by 000 and .5 million by 010.

The current annual demand for motorcycles is more than three times that for motor cars. The annual demand growth is 50 percent plus for the past three years and the trend is likely to continue for sometime.

Individuals of the Xiao Kang families also want to see the world. At the moment, there is a lot of procedures governing overseas travel, hence many official business travel is actually a disguise for pleasure trips. Overseas travel by PRC nationals were . million in 1 and probably about four million in 14. Estimate for the year 000 is 10 million. The Hong Kong Tourist Association reported that mainland Chinese travellers to Hong Kong reached 1. million last year and is now the largest source of visitors to Hong Kong for the first time, replacing Taiwan in top spot. Mainland Chinese s increased spending to US$1.4 billion, up percent compared to 1.

South-east Asia, particularly Thailand, Malaysia and Singapore, is another main destination for many PRC travellers.

Expressways and railways are being built in various parts of China to improve the transport system within the country. New international airports are likewise being planned or built in Zhuhai, Shenzhen, Pudong and airport expansion work is being planned or carried out in 40 other Chinese cities. China now has 78 aircraft and will need at least 800 more aircraft over the next 15 years according to Chinese sources.

More Leisure Pursuits

Economic reform and opening up of the country have also helped to set better working conditions. The Chinese people now enjoy a new working environment, which means fixed hours, standard holidays and vacation periods. Prior to recent reforms, most Chinese employees worked six- to seven-day weeks with no vacation and few holidays. More time for activities outside of work has generated a new demand for leisure activities and products, domestic travel tours and sporting activities and equipment. China has announced a 40-hour work week (five-day week) effective May 1, 15, which is going to further boost the leisure industry.

Discos, night-clubs, and karaoke bars have proliferated in Chinas major and secondary cities.

American-style cinemas are soon to appear in China. Chinas huge audience and limited recreational facilities provide the ideal conditions for state-of-the-art cinema in the country.

Golf courses with extensive resort facilities and hotels have been built or are being built in Beijing, Shanghai, Guangzhou, Zhuhai, Shenzhen, Beihai and a few other major cities. Formula One racing is also held periodically in Zhuhai.

More theme parks and play areas are being opened for Chinas children.

Changing Consumption Patterns

Chinese consumer preferences change with the time and place. The adventurous marketers who dare to challenge tradition and engage in market research have made significant inroads into the Chinese market. We are now witnessing

• The greatest tea drinking country beginning to consume coffee.

• The rapid expansion of Coca-Cola and Pepsi-Cola in a beverage market which was originally dominated by the orange flavour.

• A country which is proud of its three hundred ways of cooking a chicken welcomes Kentucky Fried Chicken with open arms.

• Dogs become pets at home instead of cuisine on dinner tables!

More and more Chinese consumers are patronising fast-food outlets. McDonalds and Kentucky Fried Chicken each has a few dozen outlets in China. Other outlets such as California Fried Chicken, Pizza Hut, and Cafe de Coral are also present in China. The government has set its direction for the development of the fast-food industry by continuing the import of foreign-flavoured fast-food in order to enrich Chinas fast-food market.

The rapid social changes are also reflected in consumer aspirations which have changed with the times.

In the 70s the Three Bigs - durable goods which people aspired to own - were a bicycle, a sewing machine and a radio.

In the 80s, the Three Bigs were a TV, a washer and a refrigerator.

In the 0s, the Three Bigs are a VCR, a motor cycle and a telephone.

Currently, even Chinese cities have low telephone penetration. In 14, China has 0 million telephone lines, 10 million pagers and over one million mobile phones.

Gradually, more and more Chinese consumers in urban areas are snapping up designer fashion, high-priced jewellery, Swiss chocolates, French wines, Italian shoes, American cosmetics, personal computers, video disk players and even imported cars.

Chinas demand for polished diamonds will increase four-fold in the year 000.

In 14, Chinas demand for gold reached a record high of 4 metric tons and demand for the first quarter of 15 increased by 4 percent compared to same period of the previous year.

More Chinese consumers are now buying Swiss watches which are retailed through high-class merchants in many of the major cities where they maintain luxurious shops with impressive western-style window displays and showrooms.

Shanghais fashion industry has more than 4,000 factories, providing 50,000 jobs and turning out goods and services worth US$1. billion last year. Wool-producing countries are targeting China with blitz TV advertising as part of a new US$5 million campaign aimed at wooing young Chinese buyers. China was the only country in which a TV advertising campaign was being run. Last month, Shanghai staged an international fashion festival, marking another major step towards becoming a world fashion centre.

Hence, with the Chinese consumers spending power becoming stronger, more and more local and foreign investments are pouring into Chinas retail industry. More than 500 supermarkets have sprung up in Shanghai alone and more people are taking advantage of these facilities.

Yaohan, the Japanese retail chain, announced that they planned to build 1,000 department stores/supermarkets in China in the next 15 years.

And in the near future, there will be a significant increase in the number of retail outlets in China accepting foreign credit cards. This is part of the process of developing a new retail distribution system throughout the country.

Chinas first credit card was issued in Guangzhou in 18. By end of 1, more than four million cards had been issued and credit card transactions amounted to US$ billion. The use of credit card is now being promoted to the 00 million residents of 1 designated provinces and cities. The government hopes to have more than 00 million credit cards issued by year 000.

Conclusion

The opening up of the economy and society and the rapidly rising purchasing power of the population have accelerated change in China at so fast a rate that the country is writing a new chapter in her history. China is experiencing a quantum leap in many facets of its peoples life such as

Clothing From military uniforms to Western suits.

Food From Chinese congee to hamburger.

Building From tile houses to skyscrapers.

Transportation From bicycles to underground mass transmit.

Office equipment From abacus to PC, some using 486 or pentium.

As China is rapidly transforming from a centralised planned economy to a market-oriented society, the Xiao Kang families or the Chinese Middle Class will continue to grow. Their emergence and growth, initially concentrated in the cities, will gradually spread out to the towns and suburbs as the towns become more urbanised and as people become more mobile. The Xiao Kang livelihood supported by continued economic reform will continue to spread out from focal points of the cities to areas and regions, bringing prosperity to more and more people in this vast country. What does all this mean to us, marketers and professionals? I would just like to conclude by saying, The rapidly changing lifestyle in China means there will be a huge market for modern consumer goods and services and therefore greater business opportunities for all of us.

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