Professional Competence Presentation

College of Phoenix Material North American Colonies Project Part 1: Native American Resources Access and audit the Early Native Peoples intelligent guide connect accessible through the HIS 110 [pic] page. Study the guide recognizing the local dispersion of Native Americans (likewise situated in Ch. 1). Utilizing the matrix, distinguish the seven locales. At that point show how every one of the local clans inside the areas bolstered themselves before the appearance of European human advancements. Area: |Principle Basis of Subsistence: | |Artic |Fished and chased seals. | |Northern Forests |Big game trackers. | |Pacific Northwest |Salmon angling. | |Far West |Fishing, chasing little game, and assembling. | |Southwest |Farming and exchanging. | |Plains |Farming and chasing. | |Woodlands |Farming, chasing, assembling, and angling. | 0. 2 Part 2: Contributions GridComplete the Contributions Grid by depicting the commitments of the three gatherings of people groups, Native Americans, Europ eans, and Africans, to the formation of the British North American Colonies. Rundown the parts of every one of these peoplesâ€Native Americans, Europeans, and Africansâ€that added to the improvement of the British Colonies. | |NATIVE AMERICANS: |EUROPEAN |AFRICANS | |Economic |Fishing, assembling, cultivating, and chasing. Made products which they either sold or |Trade with the Mediterranean world: | |Structure | |traded. |ivory, gold and slaves. Economies based | |on assets of the terrains they inhabited:| | |farming and chasing and so forth | |Political |Tribes had boss and the boss had |Centralized country states. With the |North: Ghana and Mali Empire. |Structure |advisors. |monarchs and their courts as the ultimate|South: A town framework that was very | |law of the land. |family orientated. | |Both people pick pioneers of | |their own sexual orientation to deal with their sex | |affairs. |Social System |Woman had a major piece of the social |A class framework. There were the rich, not |Maternal †families followed through | |structure. They had huge jobs in their |so rich and poor. Male sexual orientation commanded. |mother’s side. Employments were isolated | |families as well. The greater part of the employments and duties| |through sexual orientation lines. Ladies were dominant| | |that were expected to viably run the | |in exchanging cultivating, while men chased | |tribes were dispensed along sex lines. |and angled. Ladies dealt with the | |children. | |Cultural Values |Their culture was revolved around the |For the most part their social qualities |Ancestor love and very sexual orientation related | |tribes and the characteristic world which they |came from the book of scriptures and Christianity. |values. Ladies were practically equivalent with men | |in habited. | |in numerous things they were unrivaled. |Religion |Their religions were gotten from the |Different divisions of Christianity. |Islam and different ancestral religions. | |natural world around them. They had numerous | |gods which spoke to components of the | |natural world in which the diverse | |tribes lives. | Part 3: North American Colonies Response Using the Readings found on the [pic] page, set up a 350-to 700-word reaction in which you look into the early British North American settlements; for instance, the Virginia province and the Massachusetts Bay state: as far as their objectives, government, social structure, and religion. In your reaction make certain to address the manners by which they were comparative and extraordinary, and why. Make certain to appropriately refer to any references.The most huge contrasts between the British provinces in North America lay between the ones in New England and those in the south. The provinces of New England were for the most part established by English individuals getting away from strict abuse in England. While, the settlements in the south were established essentially for monetary benefit, however a portion of the New England states were stood out from the start for similar reasons. For instance, the state that would before long become Pennsylvania begun as an endeavor to bring in cash by selling land bundles to shelters of English strict mistreatment and others. In the south he province that would become Virginia begun as a corporate endeavor by the London Company. The owners of this organization trusted that on the off chance that they financed a gathering (and later gatherings) of individuals to go to the new world and set up for business that they would make monetary benefits off the gold they would discover (they were persuaded there was gold, due to the achievement the Spanish had in seeking after it in South America). There were a few states in New England that were established exclusively based on making the â€Å"perfect† Christian people group by various sections of the Protestant and Puritan religions. Among hese were the pilgrims of Plymouth Rock. Roger Wil liams and his devotees established Rhode Island trying to escape (for Roger it was on the grounds that he had been ousted from the Massachusetts Bay state), from strict abuse in the New World by similar individuals who fled England in endeavor to escape from the equivalent. In the south, settlements were predominantly set up as corporate endeavors as I expressed before. The principal state of Jamestown was there for gold and different valuable merchandise. While, Maryland and the Carolina states were made as an endeavor for their owners to get rich ashore plots and by taking ortions of the pilgrims products I. e. crops and with the end goal that they cultivated. As far as merchandise between the two pioneer regions the southern provinces made great in developing tobacco for the most part, while, the northern states developed yields, for example, beans, pumpkins and corn. The two of them at hide exchanges, yet of the two just the New England settlements didn't experience as much diff iculty with the locals. Southern provinces fought the native’s for a considerable length of time over the settler’s encroachment of increasingly more of their territories in addition to other things. While, in the New England provinces they didn't have as much issues with the Indians.Two factors add to this: 1) By the time pilgrims arrived at the New England territory a considerable lot of the locals had just been cleared out by before explorer’s ailments. Little Pox among others made savage sicknesses in these territories pulverized a great part of the populace before their appearance and in the pioneers early years there. Since the locals were inevitably dwarfed by the pilgrims, the Indians around there were much additionally trading off and in the most part simply auctions their territory off and left. 2) The pilgrims who went to the New England locale were considerably more aware of the Indians han their partners in the south. Generally, they began with the possibility that the land had a place with the locals, so they would purchase or exchange for their properties as opposed to pushing the Indians off like in the south. Most of pilgrims in both the New England states and those of the south were Christians. They fluctuated in division to some degree, yet in many states contracts were made permitting the opportunity of love to all. Southern and New England states had governors or owners who were the last word in all issues, however the governors were casted a ballot in and most territories had agent gatherings.

Cultural Diversity Essay Example | Topics and Well Written Essays - 250 words

Social Diversity - Essay Example The Bia individuals, for example, structure a premise of voyagers fascination through their social craftsmanship items and social festivals.The Dia, as different societies, for example, the Mosou, likewise enhance the Chinese the travel industry by adding to various social qualities. Notwithstanding, the travel industry the board is essentially decentralized to the diverse social gatherings, administrative foundations along with the private segment have been excited about invigorating endeavors to advance culture based the travel industry. This implies social decent variety has been grasped in the nation and used to advance the travel industry (Wale, 2011, p. 57-68). Overseeing social diversityDiversity is a typical event in each general public. In the United States, for instance, movement has invaded the activity showcase with an assorted blend of individuals from various nations and societies. This has made hindrances to correspondence and tasks in associations. So as to orchestrat e potential dangers of social contrasts, the American Management Association proposes an administration approach that recognizes various societies in an association. This can be accomplished through measurable reviews inside associations. The distinguished societies should then be plugged and grasped in the association (AMA, 2006, P. 1). This hypothesis of overseeing assorted variety is reliable with Greek’s way to deal with overseeing social decent variety in its travel industry. The methodology has been effective in elevating the country’s the travel industry to universal measures (Wale, 2011, p. 57-68).

2000 word essay which explores the concept of evidence based practice

2000 word which investigates the idea of proof based practice and assesses its relavance and commitment to rehearse - Essay Example For example, despondency (American Psychiatric Association, 2000; Lowe, et al 2001) and nervousness issue (American Psychiatric Association; 2000), especially over the top impulsive issue (Halmi et al., 2003), are among the comorbid conditions found in individuals with dietary problems. In immature beginning anorexia, gloom has all the earmarks of being activated by the dietary problem, and the individual is put in danger of encountering future burdensome scenes (Ivarsson et al, 2000). In spite of the fact that anorexia influences people everything being equal, youthfulness has all the earmarks of being the formative time of specific criticalness in the etiology of dietary issues; consequently, recognizable proof and clinical intercession during this stage are vital. This paper expects to orchestrate and fundamentally break down the current research on the treatment of anorexia nervosa in puberty from the viewpoint of proof based practice, all the more especially family treatment frameworks approach. The term â€Å"evidence-based† is common inside the human services setting today. In the event that there is any uncertainty, a speedy look at the ebb and flow clinical and unified wellbeing research writing would evacuate it. Clinical specialists, physical advisors, word related specialists, discourse language pathologists, music advisors, and numerous others, have started to portray their treatment intercessions as proof based. Likewise with most settled hypotheses and ideas, the contemplations and convictions behind proof based medication have been followed by some to practices of old societies since the beginning (Sackett et al, 1996). Be that as it may, most creators regarding the matter will credit Archie Cochrane, Scottish disease transmission expert, with building up the advanced idea driving proof based medication, which was made well known through his milestone content Effectiveness and Efficiency: Random Reflections on Health Services (White, 1997). The most broadly known and generally cited meaning of proof based

The Essay Writing Diaries

The Essay Writing Diaries Being a student, you may not understand how to cover all of the excellent aspects. Your academic achievement is useless unless you're able to convince your essay readers it has given you transferable skills related to the job at hand. Academic life could be absolutely the most important life in everybody's life and thus attempt to make it the very best. There is an assortment of facets that correspond to the caliber of an essay. There are a number of elements which should be taken under consideration whilst creating an opinion essay. Quite simply, you can choose to write off your draft in point form. One of the most frequent tactics to develop your draft is to do some outlining. Actually, information needs to be in a position to hook the interest of every ready. When you purchase our write my term paper services that you receive papers which were written from scratch to guarantee originality. 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Developing A Child Sexual Abuse Treatment Program

The purpose of this study is to develop a child sexual abuse treatment program is to create awareness among overall community members towards child rights protection and child safety. It plans to implement this program in the schools of the county of Florida; Okeechobee. Introduction Child abuse is the biggest curse for any society. It has become a major issue for discussion due to its seriousness and brutality. Through research it has been found that one out of ten children has the probability to get abused before the age of 18 years. It causes mental trauma and a continuous pain to those who have faced it, an unforgettable incident which will always haunt them. It has been found that people who are sexually exploited face life long†¦show more content†¦It is because of the threat by the person who has done the abuse or some time the child is so small that he cannot understands what has happened. Most of these incidents are therefore not reported to police. A number of organisations and the Government have come forward to prevent child abuse. Who will lead the Child Abuse treatment Program? A team of the following members will be made to solve the problems of children: †¢ People from Non-Government Organisations †¢ A specialist in imparting education for prevention. †¢ The counsellor, who will counsel the students accordingly. †¢ legal experts †¢ Parents of the children †¢ Teachers Implementation: To organise this session the company will take the help of child abuse prevention centres, rape crisis centres, and local Non-Government bodies. The Program will be conducted on the basis of: The programs will be designed according to the age level of the child. Small children do not understand anything so they need to be trained very softly and tactfully. It may consist of long or very short sessions depending upon the requirements and techniques involved. The prevention programs or the treatment program for preventing child abuse: These programs have been implemented globally to reduce child abuse. The first type of approach which is used to reduce child abuse is the approach to reduce risk. It is based on educating the child about sexual abuse and trains them with the skills toShow MoreRelatedChild Abuse Prevention And Treatment Act1605 Words   |  7 PagesJoseph Meadowcroft Research Essay Composition 1 Childhood Abuse Every child will certainly have many life experiences before they are mature. A child is very susceptible when developing, at every corner there are dangerous things from the environment surrounding them which might seriously impact their entire life. As definition in the Federal Child Abuse Prevention and Treatment Act: Child abuse is any action from adult to a child that could be harmful to the child’s body or mental state (kidsmatter)Read MoreEffects Of Childhood Sexual Abuse On Children1282 Words   |  6 PagesChildhood Sexual Abuse is dependent in many ways depending on the type of and severity of the abuse. Some of these factors include: age of child when abuse first occurred, how long the abuse lasted, developmental stage of the child, relationship of the abuse to the child, whether forces was used to ensure the child’s participation, degree of shame or guilt experienced by the child, reaction of the child parent(s) and other professionals and other professiona ls if and when the child reveals the abuse orRead MoreCauses And Effects Of Child Abuse1565 Words   |  7 PagesApril 4 ,2015 Sociology: Subject: Causes and effects of child abuse, suggestions to assist victims and punishment for abusers. Each year, nearly a million children are determined by child protective services to be the victims of abuse and/or neglect in this/country, while many more are at risk. The majority of victims suffer from neglect, but some children also endure the effects of physical, psychological, or sexual abuse. Child abuse results in several social, emotional and psychological problemsRead MoreSexual Abuse As A Public Health Concern1306 Words   |  6 PagesSexual Abuse as a Public Health Concern Heather Gagnon 10/6/15 Sexual abuse is a major public health concern in our country that affects numerous men and women of all ages. According to LoveIsRespect.org, â€Å"Sexual abuse refers to any action that pressures or coerces someone to do something sexually they don’t want to do. It can also refer to behavior that impacts a person’s ability to control their sexual activity or the circumstances in which sexual activity occurs, including oral sex, rape orRead MoreThe Statistics Of Prevalence For Child Sex Abuse Essay1483 Words   |  6 PagesThe statistics of prevalence for child sex abuse varies because of all the unique cases of child sex abuse that is reported. Although, statistic show that one in three girls will be sexually abused at one point in the United States and boys are one in seven to be sexually abused (Anderson, 2014). Children are not susceptible to crime as shown in the statistics because predators like pedophiles have fetishes towards little boy or girls. One study fo und that 10% of children experienced or came closeRead MoreChild Sexual Abuse1410 Words   |  6 Pagescertainly many experiences before they became truly mature. A child can face lot of dangerous things from the environment surrounding them which might seriously affect their whole life. As definition in the Federal Child Abuse Prevention and Treatment Act: Child abuse is any action from adult to a child that it could be harmful to the child’s body or mental (Children Welfare Information Gateway 2007). In 2005, among 3.6 million investigations by Child Protective Services agencies in the U.S, an estimatedRead MoreThe Long Term Health Consequences Of Child Physical Abuse Essay1729 Words   |  7 Pagesaims at providing an overview of the article â€Å"The long-term health consequences of child physical abuse, emotional abuse, and neglect: a systematic review and meta-analysis† by Norman, et.al. The research aims at highlighting the evidence that relates child physical and sexual abuse, emotional abuse and neglect with the subsequent mental and physical health outcomes. Child physical abuse, emotional violence, sexual assault, and neglect are some of the most severe concerns affecting children and ourRead MoreChild Abuse979 Words   |  4 PagesChild Abuse 2 Just about all children have many different experiences that will have a major impact on their lives before they reach full maturity. A child can face a lot of dangerous things from the environment surroundings them which might seriously affect their whole life. The definition of Federal Child Abuse Prevention and Treatment Act: Child abuse is any action from adult to a child that can be harmful to the child’s body or mental (Children Welfare Information Gateway 2007). In theRead MoreChild Abuse And Neglect Of The United States That Should Demand Direct Attention Essay1187 Words   |  5 PagesStatement Child abuse and neglect is a significant problem in the United States that should demand direct attention. There are approximately three million child abuse reports made each year, and these reports involve more than six million children. Out of four to five children that die daily, 70 percent are under three years of age. There are 90 percent of cases involving of children who know who know their perpetrator. The main factors of child abuse are physical, emotional, and sexual abuse. In manyRead MoreParents Deserve a Fighting Chance Essay example1612 Words   |  7 Pagescare and treatment of children are prohibiting the ability of parents to discipline their children without interference from the government. These laws are much-needed in some cases, such a neglect, sexual, psychological, and physical abuse. While this is necessary, there are some cases in which these laws more are hurtful than helpful to the family. While abuse is the result of negative parenting styles, other pare nting styles that accommodate the strict laws often result in cases of child neglect

Influence Of Bmi On Cardiac Output And Peripheral Blood Flow

INFLUENCE OF BMI ON CARDIAC OUTPUT AND PERIPHERAL BLOOD FLOW IN YOUNG ADULT MALES INTRODUCTION: According to WHO, obesity is increasing alarmingly worldwide including India. Obesity is rising as an epidemic globally and according to WHO, one in six people on Earth (approximately one billion) are overweight and, alarmingly, more than 300 million of them are obese. This might be due to more sedentary life style excessive intake of energy rich diet is associated with various chronic diseases thus posing a major public problem. [1][2] High and middle income countries are facing rapid rise in overweight and obesity among children and adolescents as a consequence of easily available, cheap, high caloric foods combined with sedentary lifestyles. [3] The increasing spread of overweight and obesity as epidemic in India is directly related to the increased prevalence of obesity-related co-morbidities; hypertension, metabolic syndrome, dyslipidemia, type 2 diabetes mellitus, and cardiovascular disease.[4][5] The hemodynamic consequences of obesity are increased stroke volume and heart rate and hence cardiac output is increased in obese people. The compensatory adaptation of the hyperdynamic circulation is increased adipose tissue mass at the expense of eccentric left ventricular remodeling. This results in increase in BP in obese. BP measured in young and middle-aged adults is positively related to risk of coronary artery disease in older age implies that the risk ofShow MoreRelatedThe Effect Of Exercise On Heart Rate, Stroke Volume, Total Peripheral Resistance, And Oxygen Consumption2497 Words   |  10 Pagesexercise and cardiorespiratory health and to better understand this correlation, this study analyzes the effect that exerc ise has on heart rate, stroke volume, total peripheral resistance, and oxygen consumption. I hypothesize that those who regularly exercise will overall have lower heart rates, increased stroke volume, lower total peripheral resistance, and higher oxygen consumption. To test my hypothesis, two groups were obtained: active, those who exercised more than seven hours a week, and inactiveRead MoreHeart Failure ( Hf )1821 Words   |  8 Pagesfailure (HF) is a syndrome involving insufficient pumping and/or filling of the heart (Lewis, Heitkemper, Dirkson, Bucher, 2014). As HF progresses, the heart cannot continue to meet the oxygen demands of the body’s tissues due to a decreased cardiac output. Acute HF and chronic HF have replaced the term congestive heart failure (CHF) since not all HF patients experience pulmonary congestion, but CHF is still commonly used in the clinical setting (Lewis et al., 2014). Regardless of the terminologyRead MoreThe Definite Haemodynamic Diagnosi s Of Pulmonary Hypertension7200 Words   |  29 PagesThe definite haemodynamic diagnosis of pulmonary hypertension (PH) requires right heart catheterisation and direct measurements of right ventricular, pulmonary artery and pulmonary capillary wedge pressures and cardiac output. As this is an invasive test with risk and cost implications diagnostic algorithms have been devised that combines clinical assessment, non-imaging cardio-respiratory assessment and non-invasive imaging in patients suspected of having pulmonary hypertension. The initial aimRead MoreThe Importance Of Pulmonary Rehabilitation Within Ild Patients1923 Words   |  8 Pagesbody such as oxygen depletion and increase carbon dioxide concentrations, which alter the pH balance. This homeostatic change stimulates various responses within these two systems to neutralize its effects. Exercise training however, can positively influence the capacity of cardiovascular and respiratory systems to tolerate increasing levels of intensity with less physiological effort thus improving their efficiency. Inflammatory conditions such as Chronic Obstructive Pulmonary Disorder (COPD) and InterstitialRead MoreModule Quizzes Essay14245 Words   |  57 Pagesof life -the relationship broke up. The student reports this problem to Dr. Pozos 7 days after missing the 5th module. Dr. Pozos will? Not open them up due to the long time since the incident occurred What initially determines the value of the output? Controller Which of the following are steps to succeeding in this course? All of these are steps to success in this class Module 2: Although the scientific method is based on the premise that every experiment can be repeated, very few experimentsRead MoreCardiovascular Disease ( Cvd )9447 Words   |  38 PagesBackground and Literature Review Cardiovascular Disease (CVD) The phrase cardiovascular disease encompasses all ailments involving the conditions of the heart as well as those of the blood vessels. The major types of CVD prevalent in Australia are coronary heart disease and stroke, together with heart failure/cardiomyopathy. One of the leading causes of mortality in Australia today is cardiovascular disease (CVD) with one in every six Australians affected by the disease resulting in more than 3.7Read MoreMedical Test with Answers Essay example16933 Words   |  68 Pagesearly signs of a lesion that increases in size with a red border, clear center. Correct C. See a healthcare provider if nausea, vomiting, and joint pain occur after a tick bite. Incorrect D. Obtain early treatment with antiviral agents to prevent cardiac manifestations. The client should look for the early signs of localized Lyme disease known as erythema migrans, a skin lesion that slowly expands to form a large round lesion with a bright red border and clear center (B) at the site of the tick biteRead MoreEffects of Vigorous and Moderate Exercise on Health-Related Outcomes10786 Words   |  43 Pagestelevisions, computers and video games, encourage people to live sedentary lives(Kuh and Ben-Shlomo, 2004). This prevents people from exercising their bodies regularly. Regular exercise strengthens the bones and muscles and improves circulation of blood inside the body (Makinen et al., 2009). Being active also causes the body to burn more calories allowing a person to maintain a healthy weight. According to studies conducted on the effects of exercise, it has been shown that exercise helps to preventRead MoreComprehensive 1 Essay18452 Words   |  74 Pages  Look for early signs of a lesion that increases in size with a red border, clear center.  Correct C.   See a healthcare provider if nausea, vomiting, and joint pain occur after a tick bite. D.   Obtain early treatment with antiviral agents to prevent cardiac manifestations. The client should look for the early signs of localized Lyme disease known as erythema migrans, a skin lesion that slowly expands to form a large round lesion with a bright red border and clear center (B) at the site of the tick bite

Starbucks Delivering Customer Service free essay sample

Segmenting customers based on their lifetime value is a powerful way to target them because marketing mix activities can then aim at enhancing customer value. (Ho, 2006) Roughly translated, customer lifetime value is the projected profits that a customer will generate during their lifetime. We used the case data to segment Starbucks customers into three distinct categories of unsatisfied, satisfied and highly satisfied. Fortunately, the case provided some useful data to make our initial assumptions about the stream of expected revenues from each category. Exhibit 9 UnsatisfiedSatisfiedHighly Satisfied Number of Starbucks Visits/Month3. 904. 307. 20 Average Ticket Size/Visit$3. 88$4. 06$4. 42 Average Customer Life (Years)1. 104. 408. 30 The data allowed us to calculate the annual expected revenues by taking 12, the number of months in a year, times the product of each component given in Exhibit 9 for each category of customer. UnsatisfiedSatisfiedHighly Satisfied Expected Lifetime Future Revenue$ 199. 74$ 921. 78$ 3,169. 67 To derive the CLV it is necessary to determine the profits. This requires taking costs against the expected future revenues. The expected costs are typically any amount incurred from attracting, selling and servicing customers. The best representative cost of servicing the customer from the given data was the gross margin from Starbucks financial statements. After all, this number reflects the true costs incurred in servicing each customer, while leaving out extraneous expenses such as depreciation and other corporate overhead that have little relation. FY 1998 FY 1999 FY 2000 FY 2001 FY 2002 Average Net Revenue1,308,700,0001,686,800,0002,177,600,0002,649,000,0003,288,900,0002,222,200,000 Gross Profit730,200,000939,200,0001,215,700,0001,536,200,0001,938,900,0001,272,040,000 Operating Profit109,200,000156,700,000212,300,000281,100,000310,000,000213,860,000 Net Income68,400,000101,700,00094,500,000181,200,000215,100,000132,180,000 Gross Profit Margin55. 80%55. 68%55. 83%57. 99%58. 95%56. 85% Operating Profit Margin8. 34%9. 29%9. 75%10. 61%9. 43%9. 48% Net Profit Margin5. 23%6. 03%4. 34%6. 84%6. 54%5. 0% The average of the five years of financial statement data was used for the margin to take against revenue. The figures below represent the CLV for each category using a discount rate of 12% to give the present value. A discount rate between 10% 20% is typically used in these applications. Starbucks is a mature company at this stage of development and the cost of capital is likely to be toward the lower end of the spectrum. Unsatisfied Satisfied Highly Satisfied Expected Lifetime Future Revenue $ 199. 74 $ 921. 78 $ 3,169. 7 Gross Margin56. 85%56. 85%56. 85% Discount Rate 12% CLV Undiscounted $ 113. 55 $ 524. 03 $ 1,801. 94 CLV Discounted$105. 88 $405. 59 $1,137. 64 Finally, we calculated the annual CLV for each category to provide information for our upcoming problem facing Starbucks about investing in increasing staffing levels. The annual amounts were derived by annualizing the products of visits/month and average ticket size/visit. Unsatisfied Satisfied Highly Satisfied Number of Starbucks Visits/Month 3. 90 4. 0 7. 20 Average Ticket Size/Visit$3. 88 $4. 06 $4. 42 Customer Annual Value $ 103. 23 $ 119. 10 $ 217. 10 Traditional Customer Annual Value (textbook version)$209$241$440 For comparison, our group also decided to calculate the textbook version of CLV by taking the average retention rate of 75% derived from Exhibit 8 and inputting it into the formula used in the text. We used the same discount rate, 12% , and took that rate times the product of the number of Starbucks visits/month and average ticket size annualized. CLV = m * r/(1 + I – r) Exhibit 8 % of Starbucks’ customers who first started visiting Starbucks . . . In the past year27% 1–2 years ago 20% 2–5 years ago 30% 5 or more years ago 23% Average25% $40 Million Investment In Improving Its Customer Service Using the data provided from Exhibit 3 in the case in regards to sales data broken down for each company operated store in North America we derived the figures in the table below. DailyWeeklyMonthlyYearly Average Store Sales$2,194$15,400$66,733$800,800 Average ticket/visit$3. 85$3. 85$3. 85$3. 5 Average Customer Count5703,99017,338208,050 One assumption made was the investment in improving customer service would be restricted to North American stores (4,574) from our calculations regarding the forecasted cost of $40 million. As mentioned in the case, â€Å"the company had plans to open 525 company-operated and 225 licensed North American stores in 2003. † (MOON, 2006) Consequently, these were the figure s used to determine the forecasted North American store growth in 2003 and the same growth projections were made for subsequent years. Additionally, using the customer count derived from the calculations in the previous table we projected the change in customer count by using the same retention rate of 75% calculated from Exhibit 8 to determine the amount of retained customers. This is also supported by the fact the Starbucks’ cannibalizes its existing store revenue by opening new stores in geographically clustered markets. But this is offset by the total incremental sales associated with new store concentration. That figure was then used to provide the new customers by taking (1 – 75% = 25%) the percentage times the retained customer count. Thereby, our total projected customers equaled the sum of the two and those amounts were continually projected forward. YearCustomers Retained/storeNew Customers/storeTotal Customers/storeNumber of Stores 2002208,0504,574 2003156,03839,009195,0475,324 2004146,28536,571182,8566,197 2005137,14234,286171,4287,213 2006128,57132,143160,7148,396 2007120,53530,134150,6699,772 2008113,00228,250141,25211,375 One final assumption, the growth rate in stores was halted in 2008 to reflect the effect of the recession. All of these amounts allowed the $40 million investment in customer service to be broken out per store over our projected period spanning years 2002 – 2008. Year2002200320042005200620072008 Customer retained/store156,038146,285137,142128,571120,535113,002 New customer/store39,00936,57134,28632,14330,13428,250 Total customer count /store208,050195,047182,856171,428160,714150,669141,252 Number of Stores4,5745,3246,1977,2138,3969,77211,375 Improvement/Acquistion Cost per store$8,745$7,513$6,455$5,545$4,764$4,093$3,517 As shown, the growth in stores allows for a considerable reduction in the per store cost over the projected period. The initial acquisition cost was made by simply dividing the initial $40 million cost by the number of stores in 2002. From the information provided on Page 11 Fig A – Customer Visit Frequency, we calculated the customer base for each satisfaction level. Added to this information was the data derived from the prior table to break out the forecasted revenue stream less the acquisition cost to arrive at the profits made from improving customer service. 002200320042005200620072008 Number of Customers208,050195,047182,856171,428160,714150,669141,252 Customers Unsatisfied87,38181,92076,80072,00067,50063,28159,326 Customers Satisfied76,97972,16767,65763,42859,46455,74852,263 Customers Highly Satisfied43,69140,96038,40036,00033,75031,64129,663 Total Revenue per store$800,800$840,840$882,882$927,026$973,377$1,022,046$1,073,149 Acquistion/Improvement Cost for store-$7, 513-$6,455-$5,545-$4,764-$4,093-$3,517 Total Revenue AC$833,327$876,427$921,481$968,613$1,017,953$1,069,632 To increase the profitability based on the CLV data, the maximum bang for the buck is gained by increasing the customer level from satisfied to highly satisfied. Making this switch, Starbucks not only will see an increase in average ticket size from $4. 06 to $4. 42, but the frequency is also increased from 4. 3 to 7. 2 visits per month. All gains yield an additional $98 in incremental gross profit per every customer moved up in satisfaction. Additionally, customer life increases from 4. 4 years to 8. 3 years. As shown in the table below, it makes more sense to pursue after switching satisfied customers to highly satisfied customers as the NPV is far greater than the alternative. Using the NPV from the table and improvement cost for each store we can calculate the minimum number of customers that we need to switch in 2003 per store. The minimum number of customers to be switched in 2003 = Improvement cost / NPV of satisfied to highly satisfied. = $7,513/$497 = 16 customers/store = 16 * 5,324 stores = 85,184 total customers Customer LTV/yearChange in revenue by moving up in customer satisfaction levelAvg Customer LifeNet Present Value Unsatisfied$103 Satisfied$119$164. 4 yrs$51. 86 Highly satisfied$217$988. 3 yrs$497. 31 As Starbucks expands and builds more stores, improvement cost per store that is needed is reduced. This, in turn, has a direct effect in reducing the number of customers it needs to switch up one level. Qualitative assessment of Starbucks’ challenges Expectancy-Value Model Key Attributes (Exhibit 10)Customer Ranking (Exhibit 10)Weights (Exhibit 11)Customer ranking (Exhibit 11)Combined ProbabilityRanking of Importance Treated as a Valuable Customer0. 75free cups after certain number of visits0. 190. 14251 Friendly Staff0. 73Friendlier, more attentive staff0. 190. 13872 Appropriate Prices0. 65Reduce Prices0. 110. 07153 Fast service0. 65Faster, more efficient service0. 10. 0654 Knowledgeable Staff0. 39More knowledgable staff0. 040. 01565 Selection of merchandise0. 5Better Quality/Variety of Products0. 090. 00456 There is a direct relationship between customer satisfaction and number of visits and revenue which eventually leads to higher profits, Starbucks’ should raise the customer satisfaction levels of its current customer base by making them visit stores more frequently. By using key customer attributes from Exhibit 10 and the consumer weights which was given in Exhibit 11, we can use the expectancy value model to see what are the perceived valu es to the customer. We can then rank the attributes that consumers would value the most. The expectancy value model shows that faster service is not the highest in perceived value to consumers. There are others that rank higher. Specifically, Starbucks should focus on treating the customer as a valued consumer by rewarding the consumer with free cups of certain coffees after so many purchases. This would surely build more loyalty to the their brand, especially among both the newer and older customers. Starbucks can achieve this by doing one or more of the following: †¢Prices and Promotions – Since Starbucks’ typical customer profile is evolving, the company should look in to running promotions such as discounted prices or a free drink after so many number of visits which could generate additional revenue and possibly increase the average ticket size and customer life for both unsatisfied and satisfied customer level as well as build loyalty among newer and older customers. Improve value to customers with friendly staff – Knowledgeable staff who offer attentive service by greeting and knowing regular customers as well a remembering their drinks would help to improve the value proposition for Starbucks’. This will also try to bridge the gap between Starbucks’ and various other independent specialty coffee shops. †¢Cleanliness Starbucks’s should ensure that the store is clean at all times (i. e. , restrooms, countertops, trash cans , seating areas, etc. as store cleanliness was ranked as key attributes in creating customer satisfaction (Exhibit 10) †¢Convenience – next on the list is convenience. Starbucks’ could continue to offer customized drinks and further promote sales of its SVC cards to help customers pay for their concoction at their convenience. †¢Improve the customer snapshot measuring techniques to strike a balance in measuring customer satisfaction level. †¢Improve the quality and variety of the coffee Explore additional opportunities to earn peripheral revenues in selling pastries, sandwiches, lunch menus or even liquor. †¢Study in making store atmosphere more conducive to ethnically concentrated geographical locations. WORKS CITED Ho, T. -H. (2006). Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value. Marketing Science , 260-277. MOON, Y. (2006). Starbucks: Delivering Customer Service. Harvard Business Review .