How to Write a Descriptive Essay

A lot of folks depict paradise as lying on some remote island overlooking a stunning sunset while feeling the sand between their toes. My conception may be somewhat different than most people. I can envision beaming music, and people as they frolic. Where the party never stops, it keeps going and going like the Energizer bunny. The scenery will be the most divine of anything on this earth, more so than overlooking the flawless, sugarcoated snow covering the Rocky Mountains.Oh, my, the aroma coming from that city- like freshly cut bouquets of flowers on a sunny spring day. Forget about having a foul taste because it will leave only an everlasting angelic savor in your mouth. Paradise to me is cheerful music and people also, it has the most beautiful scenery one can only imagine. All the masses of people would start getting together holding hands in a circle with Jesus in the middle and start singing in a heavenly language. The city is filled with thunderous sounds of every instrument one can imagine.Then, the angles pick up tambourines hitting them in rhythm along with the music, while people start dancing before the Lord. All of a sudden, Peter, Paul, Job, and all the great men and women of God lift up their hands and sing out with all of their capacity to Jehovah Jireh. A rainbow is prolonged across the land. It has the brightest colors of blue, yellow, pink, and orange. It is so beautiful; the majestic colors make one want to reach out and touch it. A huge waterfall sets at the edge of New Jerusalem.The water is so clear one could see a speck of dust traveling down to the bottom. As the water surges down to the base, it makes a voyage around the frame of the city. I can picture blankets of flowers all over the place for it illuminates the whole location and adds gaiety. Oh, how breathtaking the aroma is over there. The fragrance is a mixture of jasmine, magnolia, and lilacs. The savoriness is a touch of sweetness, like getting a honeysuckle off of the vine an d putting it on your tongue for the first time.Or the elation a baby gets from consuming a chocolate bar, and savoring every minute of it. Some would say paradise for them would be anywhere they view beautiful. But for me heaven is my paradise my future home. I can only imagine what the Lord has in store for me when I get to that great city. Until then I can only dream. But what I really want more than anything is to see Him and crown Him Lord of Lords and King of Kings. More importantly, my paradise would not be heaven without Him because He is the one that is truly paradise.

A Jury of Her Peers – 1

An Analysis of Characterization in â€Å"A Jury of Her Peers† In â€Å"A Jury of Her Peers† written by Susan Glaspell and published in 1917 a man named John Wright was choked to death in his bed with a rope. John Wright’s wife, Minnie is the prime suspect and has been taken to the jail to await her trial. The county lawyer George Henderson, the sheriff Henry Peters, his wife and the local farmer Lewis Hale and his wife Martha arrive at the home of John and Minnie Wright trying to locate clues so they could hold a trial and convict Minnie for the murder of her husband. Mrs.Peters and Martha Hale, both very observant, quickly take note of the obvious clues in the home but choose to not reveal them to the men. This story takes place during a time when women were made to feel inferior to men. This is ironic because the men fail to see the obvious clues, that the ladies are uncovering, that are important to their investigation. Minnie Foster Wright, who is the main ch aracter in the story, has been forced to change her identity from a lovely girl who loved to sing in the choir and wear pretty dresses to one of a subservient housewife.Minnie is a very dynamic character whose dreams were represented by her pet canary and ultimately choked by the hands of her husband. The story gives a lot of insight into the life of Minnie Wright and how she felt as a housewife but it is done through the eyes of her peers. George Henderson comes across as being narrow-minded and egotistical. He talks down to the women throughout the entire story, he looks inside the cupboard and says, â€Å"Here’s a fine mess† (Glaspell 540).After multiple comments and derogatory looks toward the ladies the lawyer remembers his role in the community and states, â€Å"for all their worries, what would we do without the ladies† (Glaspell 540)? George Henderson then falls back into superiority by criticizing the disarray and dirt in the farmhouse. Lewis Hale and H enry Peters share the same opinion of women and do not mind letting their wives know their place in the home. Mr. Hale made a statement that the women wouldn’t know a clue if they came upon one and that they were only used to worrying over trifles. Ironically Mr.Hale never realized that while he was busy keeping the women in their place they were solving the murder. Mr. Hale and Mr. Peters are so detached from the domestic world they didn’t view the kitchen and its condition the same way the women did. Mrs. Peters and Mrs. Hale were under no illusions as to why the kitchen was in such disarray. The story indicates that Mrs. Hale is an obedient housewife that is very comfortable in her role being married to a farmer. She is a strong lady, a woman of principle and a lady that is given to neatness and that leaves no job unfinished.For example, Paragraph 1 states â€Å"her bread all ready for mixing, half the flour sifted and half unsifted†. This may seem to hold li ttle significance to the story however we find that Mrs. Hales neatness and sense of organization allows to her see clues that the men overlook because of their views of the home. Mrs. Peters on the other hand seems to be very uncomfortable in her role as the sheriff’s wife. Initially in the story Mrs. Peters appears weak and unwilling to withhold the clues from the men investigating the crime. Mrs.Peters also discourages Mrs. Hale from withholding clues and tampering with evidence, however as the story progresses we find that Mrs. Peters has very strong convictions and that she can and will rise to the occasion. The ladies quickly pieced together what had happened, however because they relate to Minnie they chose to keep it between themselves. To these ladies dirty towels and dishes were signs that things were not well at home. Mrs. Peters knew Minnie as a young lady that was full of life, had a beautiful voice and wore pretty clothes.Over time things changed for the ladies and they grew apart and the guilt that was felt for not being a better neighbor and friend weighed heavy on their minds. Mrs. Peters said, â€Å"I know what stillness is† (Glaspell 550). Mrs. Peters understood where Minnie had been in life because her life wasn’t that different. Although the ladies knew Minnie had committed the crime it wasn’t until they found the broken cage and the choked canary that they felt empathy for her and begin defending her actions.They both understood that John Wright had taken her song, â€Å"She used to sing. He killed that too† (Glaspell 550). The ladies knew that the crime should be punished but they justified the crime in their minds based on their personal situations, the way John Wright had treated Minnie, and the fact they hadn’t taken the time from their own lives to visit. The ladies seemed to secretly enjoy knowing they have solved the puzzle based on their domestic skills of working in the kitchen down to th e type of stitching on the quilts, even if that meant Mrs.Peters going against her husband who was the law. They continued to talk in domesticated code to the men to the very end of the story where Mrs. Hale gave the men the final clue by using quilting terms and stating, â€Å"We call it knot it, Mr. Henderson† (Glaspell 553). Works Cited Glaspell, Susan. â€Å"A Jury of Her Peers. † Perrine's Literature, Structure, Sound, and Sense†. Arp, Thomas R. & Greg Johnson. 10th edition. Thomson/Wadsworth. 2009. (page number)

Qualities of Good Teachers Essay

There are many internet sources that post lists of qualities that all great teachers should possess. These lists range from 10-15 characteristics, but I believe that they can be summed into a love for children, not only a firm knowledge in their content area but passion as well, and that they take the time to get to know their students by developing a healthy student-teacher relationship. In his book Qualities of an Effective Teacher, James Stronge subcategorizes qualities into the teacher as a person, as an individual, and he lists specific qualities that show caring and responsibility for students. However, I believe what it really boils down to is a joy of being around students and a love for the job. If a teacher genuinely loves children, he or she will do whatever necessary to help that child succeed, including planning, mentoring, differentiated teaching, etc. Harry Wong states in The First Days of School that the students are going to want to know the teacher as a person and if the teacher will treat them with respect. Therefore, effective teachers will take the time to show the students respect and involve them in their own learning process. I don’t think that there is a difference between good and effective. I think that is just a matter of semantics. Of course we might be able to specify a good teacher is one who has a joy and gets the students motivated to learn while an effective teacher is one who performs the preparation tasks well: good planning, classroom management, monitors student progress. However, I think that if a teacher has such a joy for teaching and is enthusiastic, he or she will want to be effective as well and keep good records and plans, etc. The same is true for those teachers who are great at the behind-the-scenes tasks. If someone is so well-prepared, why wouldn’t he have enthusiasm and be able to motivate the students? Therefore, I believe separating these two words is impossible, for all good teachers are effective and vice versa.

Mountain Dew Research Paper Example | Topics and Well Written Essays - 750 words

Mountain Dew - Research Paper Example The advertising campaign of Mountain Dew’s is currently directed at the right market segment in terms of age, since the new campaign targets the teenager consumers to the consumers in their 20s. The ads are made for different mediums including television and radio and a diverse lineup of up to seven celebrities has been used to tailor the appeal to the needs of regional markets. However, the use of celebrities has not been made rightly. For example, as of the year 2011 in Los Angeles, there is a majority of white persons i.e. 71.8 per cent. The second largest population is of the Hispanics or Latinos i.e. 48.1 per cent, the non-Hispanic Whites make the third-largest population in Los Angeles with a population of 27.6 per cent of the total, Asians are the fourth-largest population i.e. 14.2 per cent, whereas the African Americans are the fifth-largest group in Los Angeles with a population of only 9.3 per cent (United States Census Bureau, 2012). Taking these statistics into co nsideration, Mountain Dew should have used a white celebrity in its ad for the audiences of television in Los Angeles whereas it included Lil Wayne in the ad who is an African American. Mountain Dew does not differentiate the product from the competition but the advertising campaigns run in the past have emphasized on the products’ benefits, e.g. â€Å"Ya-hoo! Mountain Dew! It’ll tickle your innards† (Stanford, 2012) and â€Å"Shore as shootin’, there’s a bang in every bottle† (Stanford, 2012). Mountain Dew has taken certain initiatives in the right direction like introducing new varieties and different flavors in addition to the original version in the states. To make more sales, Mountain Dew needs to make new customers without loosing its old customers. There has been a decrease in the percentage of the non-Hispanic consumers of Mountain Dew from the year 2000 to 2012 by almost three per cent. This is a huge loss for Mountain Dew since the whites make 80 per cent of the total population of Mountain Dew consumers. To make new customers, Mountain Dew needs to reflect in its ads that it caters for the interests and needs of people from all races and ethnicities. While there has been a decrease in the population of whites since the start of the 21st century, there has been a corresponding increase in the population of the non-whites in the US in general and the African Americans in particular. By casting Lil Wayne in its new TV advertising campaign, Mountain Dew has provided the African Americans with a means to identify with Mountain Dew, but not the audiences belonging to other races. The ad has been made strategically since it conveys the message in catchy phrases e.g. â€Å"If you got anything from me, it’s to find your thing and do you† (Stanford, 2012). In this sentence, Lil Wayne is drawing the audiences’ attention toward Mountain Dew. To generate a more universal appeal through its campaign, a better approach would be to use multiple stars belonging to different races and ethnicities in the ads meant for all states rather than including a star from a particular race or ethnicity to ensure maximum sale among particular groups within a state instead of everybody in general. This can be achieved by including stars from different races like Lil Wayne and Jason Aldean in the same ad. This

In the light of the global financial crisis, discuss how the Essay

In the light of the global financial crisis, discuss how the remuneration of chief executives of banks should be determined - Essay Example In the U.S, for example, this was followed by acquisition of properties from defaulters. Despite a given financial situation, the banks’ chief executives have always enjoyed a constant pay through basic salaries and bonuses. Their positions have been secured by tenures and extensive pension plans. The banks have defended such payments as a way of protecting the interest of the bank by ensuring that they beat the competition for CEOs in the country. It is this unfounded huge salaries and allowances to CEOs despite financial situation, global or local, that needs to be reviewed. Such review should assist in ensuring that banks do not incur unnecessary expenditure when they should be recording increased investments and value for the shareholders. This paper will look into various ways that the remunerations of the chief executives of banks can be determined. In drawing up the analysis, various factors that add up to their pay such as pensions, office tenure, bonuses and gross sal ary will be looked into. Components to Be Monitored In determining the total remuneration of a CEO, various components should be given consideration. Such components are given priority owing to the fact that they motivate better performance by the CEO come the following financial year. They should also act to retain the person in office and within the bank to beat the market demand of such personnel. The components include salaries, bonuses, compensations, stock options and incentive plans. Salaries Like any other employee in a bank, the CEO is entitled to an annual or monthly based salary. Owing to the high number of companies willing to pay large sums for a given CEO, competition for such personnel has heightened considerably in many countries. Given a bank’s need for a well performing CEO, it is essential to ensure that a CEO is paid accordingly in an effort to retain them. Considering the constant nature of the salary, financial crisis should be given consideration when c oming up with figures (CNN Money, 2013). For some banks like Citi bank in the United States, the CEO’s salary is determined and approved by the shareholders. This ensures that the figure protects the interests of the bank’s owners. Any increase or decrease should be given room in cases where either is deemed necessary. In an Annual General Meeting (AGM), the shareholders may approve to reduce or increase the CEO’s salary as an effort to protect the interests of the bank during crisis (New York Times, 2009). Bonuses CEOs are usually awarded bonuses based on their previous performances. In most of the banks, the bonuses are based on profits realised within a given year. Such bonuses act as motivation to the CEOs and incentive for better future performance. With bonuses, complexity arises when it is eminent that the following year will be faced with financial crisis. Bonuses are essential as they act as incentives to the CEOs although over a very short period. Such incentives are meant to ensure that the CEO performs better by increasing on the growth of the bank through increased profits and shareholder value. It is the same bonuses that have been misused by many CEO to increase their pay. CEOs may lie about the profits realised by presenting deceiving figures to the board. Such an action has seen banks award bonuses to CEOs based on misleading information. To save banks during financial crisis or within a period preceding the crisis, bank financial accounts should be properly audited to ensure that the

Health epidemiology & statistics Essay Example | Topics and Well Written Essays - 1250 words

Health epidemiology & statistics - Essay Example The city of Houston is situated on the Galveston bay in the eastern part of Texas. It is in close proximity to the Texas Gulf Coast and it takes about 2 hours to reach the border between Texas and Louisiana from the city. Unofficially, it is popularly known as the â€Å"Bayou city† since it has four bayous running through it. The official nickname of the city is â€Å"Space city†. This title is derived from the fact that it is home to Lyndon B. Johnson Space Center of NASA. This is place that contains the location of mission control. It has one of the busiest ports; the port of Houston. The place is additionally well known for its energy or oil or its many industries that deal with aeronautics. One of the most renowned medical centers is also located in Houston (Olien & Olien, 2002). The region has many housings and zonings. These are found along the main road, where there are plenty of apartment complexes. These are built using modern ideas and are mainly gated. Although others houses appear to have been built in the 1980s, there are others that were recently constructed with most of them having the average length of about 3 to 4 levels. There is a mix of the old houses and the new houses that are located within each other. They come in a wide historical range from historical to modern with some of them being older and neglected while others are modern and sophisticated. Besides these, there are also numerous healthcare institutions. The area around Houston in Texas is largely an open space. However, it does not provide adequate fresh air since it is occupied by commercial buildings and residents. It is also surrounded by a number of parks. These include trailing parks, playgrounds, and basketball courts, which are open for use by the public as well as the dog owners. The bayou is surrounded by plenty of green grass and many trees. The neighborhood in this region has boundaries made of highways. The main mode of transport is by car though there

Opinion Essay Example | Topics and Well Written Essays - 500 words

Opinion - Essay Example ovide the police officers with protection from the retaliation of the surprised residents as they might retaliate in self-defense, to provide the private property with protection from harm, and to safeguard the dignity and privacy of the residents. Considering the details of the Hudson v. Michigan case, it becomes obvious that the police officers did not face retaliation from the residents. They neither damaged any private property of the residents nor harmed the dignity of the residents and particularly Hudson. Although his privacy might be considered intruded into, yet this is balanced out by the fact that Officer Jamal Good did wait for three to five seconds before entering Hudson’s home, which can be considered a reasonable time considering the fact that the investigation was made fundamentally to find drugs and firearms that could have easily been hidden had the police waited any longer. Besides, the knock-and-announce rule was never employed to protect the personal inter est of a resident in hiding the evidence needed by a warrant from the government. If Hudson was granted his appeal, the negative effects of the decision would have far outweighed the positive outcomes and the decision would have led to increased and unreasonable freedom of the convicts in the future cases as well. The criminal procedure in the US is derived from a range of legal sources that include but are not limited to the US Constitution’s baseline protections, state statutes, federal statutes, state and federal rules regarding the criminal procedure, and the federal and state case laws. The criminal procedure in the US has a very rational process of presentation of evidence in which the case is first presented by the prosecution in which the prosecution summarizes its arguments through an opening statement. The defense in turn might wait for the prosecution to complete its presentation of the case completely or might give its opening statement. The prosecution calls upon the

Modern and Contemporary Asian Art Article Example | Topics and Well Written Essays - 2000 words

Modern and Contemporary Asian Art - Article Example Marko Mori was born in 1967, in Tokyo Japan. Her father was an inventor and real estate manager. On the other hand, her mother was a historian of European art. Mori started working as a fashion model in 1980 while studying at Bunka Fashion College in Tokyo. She later on moved to London to study at the Chelsea College of art and design. She studied there until 1992 when she moved to New York and took part in the independent program at the Whitney Museum of American art. Mariko currently resides in New York and Tokyo. Marko Mori was born in 1967, in Tokyo Japan. Her father was an inventor and real estate manager. On the other hand, her mother was a historian of European art. Mori started working as a fashion model in 1980 while studying at Bunka Fashion College in Tokyo. She later on moved to London to study at the Chelsea College of art and design. She studied there until 1992 when she moved to New York and took part in the independent program at the Whitney Museum of American art. Ma riko currently resides in New York and Tokyo. In 1996, Marko Mori released a video titled, link of the moon. In the video, the five aspects of humanity get clearly illustrated (Bailey 2000, p.4). These are birth, death, love, sex and beauty. The video uses DVD on five screens to display the movements involve in martial arts. In the video, Marko Mori holds a crystal ball which symbolizes transformation and transportation. There are curious passers-by who seem less concerned with Marko Mori. They pass by her. The passers-by can be symbolized in the capsule as colorful distortions. Marko Mori started her large scale self portrait in the mid 1990’s. She used multimedia techniques to establish herself with performances and videos of the traditional Japanese rituals. Her themes illustrate everything in the modern Japan while showing the trends in fashion experienced in Japan. One can hardly point out on a style used by Mori. Hers is a collection of many styles blended together. Her belief, which is neither Buddhist nor Shiro, comes out clearly in her artworks (Smith et al 2008, p.6). Her belief seems to stem from technology. Technology in some aspects can be described to be Mori’s religion. Her use of technology in an artwork is quite well blended. She manages to integrate the two, technology and art, to bring out the ideas she wants to express. In Nirvana, which got released in 1997, Mori transforms into a flying divinity. This can be said to have been borrowed from the Buddhism religion. She, however, does not recreate a symbol with this art. She rather manages to express a divinity of the future. This is the extent to which Mori manages to use technology in her artistic work (Wu et al 2010, p.1).

Pop Culture Advertisement for Lynx Shower Gel Essay

Pop Culture Advertisement for Lynx Shower Gel - Essay Example The product featured is in a small blue bottle with a black lid and its name inscribed in white against black is placed on the bottom in the right side. The caption reads: â€Å"LYNX Shower Gel. Get Dirty.† The setting implies a bathroom and has overtones of kinky sex which is used as an excuse for the Shower Gel product, which is supposed to serve as a sex appeal embellishment. The impact of the advertisement is based solely on its ostensibly clever message through the striking image that begs a second look. However, a deeper analysis will reveal the fallacies on which it depends and tries to communicate. It does not make any attempt to feature the functional advantages the product has over similar products in the market. It takes for granted the new-age notions of advertising for the youth that no information regarding the product’s chemical composition or explanation on why it would be a perfect choice is needed as long as the brand name imposes its power over the customers. Moreover, the advertisement seems to be based on the false assumption that attention from women bothers its prospective customers – men in this case – of all age groups and personal sexual choices. Though it could be assumed that the product aims at the youth as its customers, the advertisement restricts its appeal as it addresses only the heterosexual youth. It a lso assumes that the representation of the female body in an exotic setting catches the eye of all its customers. It could be argued that the popular advertisement culture has, in fact, made the female body a marketing tool, and this advertisement just follows the status quo. But a logical analysis will reveal that it fails to establish a pertinent relationship between the product and the image presented. The intended pun in the caption â€Å"Get Dirty† reiterates the sexual overtone which is already obvious through the image. But the implication is quite ambiguous.  Ã‚  

History Analysis Essay Example | Topics and Well Written Essays - 1000 words

History Analysis - Essay Example Imperialism is also always associated with the autocratic rule of the empires (Johnston, â€Å"The Dictionary of Human Geography†). The term ‘empire’ basically denotes those nations, which have or had many of the countries or territories under its control. Few of the leading imperialist nations include Great Britain, United States of America, Russia and France. It is commonly perceived by the experts of the discipline that imperialism has greatly affected the development and the normal standard of living in the subordinate countries for ages. Even after the dominating countries moved back from the conquered nations, the after affects of imperialism continued in lieu of the plights of the citizens of those nations. Among the global imperial powers, Britain deserves special mention. It is often a food for thought for the research scholars that how could such a small nation of Europe successfully rule almost all of the world for years. The history of British Empire builds up as it establishes relationship with Ireland, the America, the Caribbean Islands and India. Great Britain also had deep past of rivalry with the other imperial nations like that of the Netherlands, Portugal, France and Spain. The ‘credit’ of setting up of slave trade also goes to the British Empire of West Indies (the Caribbean) and Africa. Apart from slavery, which is considered as the height of all oppressions, the ill effects of imperialism can also be understood through in-depth study of British Raj in India. One of the fast emerging economies and most promising democracies of the present world, India had been under British rule from 1757 till 1947. Great Britain built relationship with India through trade and formed British East India Company. Soon from the company, the powers were transferred to the government of UK. A country with huge stock of natural resources, India was virtually robbed of its resources. The scholars of the arena remarked

Japanese Comfort Women Essay Example for Free

Japanese Comfort Women Essay It is estimated that between one and two hundred thousand female sex slaves were forced to deliver sexual services to Japanese soldiers, both before and during World War II. These women were known as comfort women and the Imperial Conference, which was composed of the emperor, representatives from the armed forces and the main Cabinet ministers, approved their use by Japanese soldiers. Walkom) The term comfort women refers to the victims of a premeditated systematic plan originated and implemented by the government of Japan to enslave women considered inferior and subject them to repeated mass rapes, said Michael D. Hausefeld, one of over 35 lawyers in his firm representing the former sexual prisoners in a class action lawsuit currently pending against the Japanese government. (Eddy) Since ancient times, prostitutes in Japan chose to sell their bodies either for family, poverty, or for saving her husband and her children. More or less, their sacrifices were seen as positive. But, being forced to become comfort woman by Japanese is seen as negative. The difference between the Japanese prostitutes and comfort women is that the comfort women did not choose to be trapped as a sex slave and they were not paid for what they did. In 1931, when the Japanese army invaded Manchuria, â€Å"comfort houses† made their first appearances. These comfort houses were created to provide the Japanese soldiers with outlets for their sexual needs. In the beginning, there were only a few comfort houses but after the Nanjin Massacre occurred in 1937, many more were added, basically to every place that the Japanese were stationed. (Walkom) After the Japanese soldiers slaughtered thousands of Chinese people in the Nanjin Massacre, they barbarically raped an insurmountable number of women. As a result, anti-Japanese sentiments grew and it became harder to fully occupy these lands. The government set up comfort houses to decrease disorder and give the approximately two million soldiers a place to satisfy their sexual needs. The Japanese did not have enough prostitutes to supply the needs of the soldiers so they commissioned civilians to develop comfort houses. At the time, only a small percentage of Japanese women were mobilized to â€Å"work† in comfort houses and they were all prostitutes to begin with. The majority of the comfort women were actually Korean women, who were forcibly taken from Korea to service the needs of the Japanese soldiers. After the war, the Japanese government destroyed all evidence of their involvement in Japanese comfort houses, enforcing that commercial businessmen were responsible for the movement of women. Many of the comfort women were kidnapped or deceived into voluntarily working in comfort houses. Once they were there, they were trapped and forced into prostitution. Some women reported that Japanese agents offered them good jobs or education. Others were told that each family in the village had to donate a daughter to the war effort. Many others were offered food, shelter and factory jobs. The Japanese also kidnapped young, unmarried girls when they had a shortage of comfort women. The ages of the girls in the comfort houses ranged from 15 to 19, with the minority exception of some younger girls and some older, married women. The girls were transported between military bases like cargo, under heavy guard in army trucks, trains, ship and bus. They were forced to lose their virginity before arriving at the bases to prepare them for having sexual intercourse with tens of soldiers every day. Many women contemplated death after this, as they believed their virginity to be more precious than life. (Henson) When living in the comfort houses, the comfort women lived in fear and desperation. They were unable to leave, as they were heavily guarded. Each day, they were penetrated by as many as 50 soldiers, until they were sore and bloated to the point of not being able to open their legs. If they were infected with a sexually transmitted disease, they received injections known as Injection 606. If infected enough times, they lost their fertility. In Japan, infected women were killed. Their food was mixed with cyanide, their bodies taken to a cave and finally, the cave was blown up with a grenade. The comfort houses made money off these women and it is believed that the Japanese government paid them, as most of the soldiers paid by coupons. As soon as the war was finished, the Japanese Imperialist guards disappeared without trace. Most comfort women describe the experience this way, Suddenly, the soldiers came no more, and upon asking we found that the war had ended. In other regions, as the Japanese committed â€Å"harikari, the women were forced to do the same. In extreme cases, the women were put in a cave and blown up. After the war, many of the comfort women were too sick to be moved and were taken under the care of the American army. Most of the women were left with no place to go, as they were in a strange country with no money, and were too humiliated to go home. According to one comfort woman, my bodys wasted, therefore I do not dare go home in fear of being ignored and looked down upon. Even after the war ended, the comfort women were not free. Their guilty minds and inferiority complexes kept them from returning home and they stayed in foreign countries. The small amount that married, were often forced to separate after the fact that they were comfort women was known, or they were divorced because they could not have children. The victims are still suffering the pain physically and psychologically. More than half of them could not get pregnant, and most of them have chronicle diseases. Furthermore, the psychological impact on these women made them felt themselves dirty, ashamed that they disgraced themselves and isolated themselves from others. They are either afraid of getting married, or unable to ask for any commitment from their lovers. For those who got married, their marriage was unstable and unhappy due to their past. Some thought that they must have done something evil in their previous life that they have to be punished in this life. (Hicks) They go to tempos to chant sutras, to confess, to pursue liberation, and they even commit suicide. Although the period of time they spent at the Japanese military base was a small part of their life, what they had experienced caused an incurable impact on their health, marriage, mind, and social adaptation. Although the Japanese government continues to deny or minimize their involvement with comfort women, their defense is unraveling. A conference on Japanese Crimes Against Humanity: Sexual Slavery and Forced Labor was held last year, in which Japanese researchers delivered papers which claimed that the Japanese military, the rest of the government, and Japanese industry were all involved in the decision to provide sex slaves for the countrys soldiers. (Chunghee) Japanese historian Hirofumi Hayashi said: The establishment and development of the military comfort women system as not only carried out by the total involvement of every section of the military but also by administrative machinery at every level of the Japanese state In addition, we should not overlook that Japanese companies were their accomplices. (Chunghee) Researchers from the Center for Research and Documentation of Japans War Responsibilities in Yokohama showed that Japanese rubber companies were under government contra ct to supply 20 million condoms a year to armed forces once the decision had been made to provide sex slaves to the soldiers. Rumiko Nishino wrote that high-ranking adjutants commissioned by Cabinet and sub-Cabinet-level government officials implemented the distribution of the condoms. The availability of condoms to the general population became almost nil. (Chunghee) Last year, the Japanese appeals court overturned an earlier ruling that orders the government to compensate women who were forced to serve as sex slaves during World War II. Both sides had appealed that ruling. The plaintiffs because they thought the compensation was too small, and the government because they refused to pay. Duke) In deciding in favor of the government, the Hiroshima High Court said abducting women to use them as forced laborers and sex slaves was not a serious constitutional violation. Tokyo has admitted that its wartime army had set up brothels, and forced thousands of Koreans, Filipinos, Dutch and Chinese to serve as prostitutes, but it has refused to compensate these victims. Historians say as many as 200,000 women were f orced into sexual slavery during World War II.

Discuss Stevensons portrayal of the nature of good and evil and the dual nature of mans personality Essay Example for Free

Discuss Stevensons portrayal of the nature of good and evil and the dual nature of mans personality Essay Question- Discuss Stevensons portrayal of the nature of good and evil and the dual nature of mans personality. What does this show us about Stevensons view of Victorian Britain? Born into the middle-class, prosperous district of new Edinburgh in Scotland, 1850, the young Robert Louis Stevensons life was a existence of opposites and contradictions. Just a few miles from his homeland lay the slums of old Edinburgh- a destitute sprawl of old urban living, disease and vice widespread and all to common. The young Master Stevenson was forbidden from this area, instead confined to his bedroom with his fanatic religious nanny- largely in part to his poor health and fragile immune system. His nanny, Alison Cunningham, was a devout Calvinist, a religion with a mixture of both Christian and Folk religion ideals. Calvinism teaches that every human being is born into sin, and thus must take it upon themselves to seek God, going against their natural inclination. This rule, entitled Total Depravity, was taught to the young Stevenson by his nanny, therefore leading the young seven year old to question his every step, paving the way for horrific nightmares of Hell and the fury of the Devil. As Stevenson grew up he found himself swept up in the cultural revolution that was Bohemianism. A now teenage Stevenson found himself attending raucous parties and living a second hand existence in near poverty, as what was expected from any bohemian person. He also found himself increasingly attached to the bottle and, on more then one occasion, visited prostitutes- an act that was seen as greatly immoral in the Victorian era and an action that would certainly have shocked his nanny. This deliberate act of rebellion shocked his parents and they temporarily disowned him and, although, Stevenson kept his attitudes and dislike of religion, the fall-out with his parents made him question the gulf in lifestyle that he and his parents had and the arguments also led him to question just what was right, and what was evil. Whilst travelling Stevenson met a certain Fanny Osborne, a women both older then him and already married. They had a short lived affair before Osborne absconded, leaving her husband for the young Stevenson and the couple soon wed. Second marriages were considered a taboo topic in the Victorian era, and Stevenson once again found himself branded as evil and ignorant, further stimulating Stevensons mind on right and wrong. Stevensons first wrote The strange case of Dr Jekyll and Mr Hyde in 1885 and the book was released a year later. Rumour has it that Stevenson wrote the book whilst heavily drugged; the author had a considerable liking of Cocaine, a mind-altering drug. The drug would have momentarily changed his perceptions and view on the world, and this is perhaps reflected in the book, further strengthening the divide that was beginning to shape his book. The book was fairly popular yet drew heavy criticism from some scholars who read the book as an allegory of inappropriate sexual desires. At the time Stevenson re-buffed the ideas, through fear of the popularity of his book diminishing, but he later admitted that the book could be read as an allegory of the troubles of Victorian society. There are many themes that run deep through Stevensons novella, all centred around the line that divides good and evil. This topic of morality particularly fascinated the Victorian audience, largely thanks to the strength of the British Empire. The common Londoners heard tales of strange, far-away lands and peculiar, ritual-abiding tribes man and started to question their own rituals and actions. Stevensons book tapped into this market, asking whether what was considered good and evil was good and evil everywhere, or whether different people had different opinions on the difficult and dividing topic. Stevensons story begins with The story of the door, an opening chapter which tells the friendship of Mr Utterson and Mr Enfield, two respectable men who refuse to indulge in the spread of gossip. However they eventually begin to discuss the indecent trampling of a small girl, committed by a mysterious, twisted man, later named as Hyde. The fact that Hyde is introduced before Jekyll keeps the character of Mr Hyde fresh in the mind, and the irregular pattern (time-frame) of the book leads to the resulting conclusion being even more startling, especially for the Victorian audience who wouldnt have expected anything similar to the actual ending. The chapter is also rich in subtle foreshadowing of opposition and restraint. He was austere with himself; drank gin when he was alone, to mortify a taste for vintages;, is a perfect example of Stevensons subtle touch. The fact that Utterson drank Gin when alone, a drink regarded at the time as a poor-mans drink, a drink that was crude and often associated with criminals and vice, to quench his thirst, nay, desire for rich wine represents Jekylls attitude towards Hyde: Jekyll deliberately starves himself of the drug he slowly becomes addicted to, the drug that turns himself into Hyde despite despising Hyde with every bone in his body. Yet Jekyll still feels a craving for the drug and has to substitute himself with other activitys, despite his attempts at distraction resulting in vain. The setting and atmosphere of Enfields recollection of the night when he first met Hyde also reflects the duality of man, a crucial aspect in Stevensons book. A black winter morningthere was literally nothing but lamps being a prime example of this. This abnormal lighting situation would produce shadows- the shadows representing the underclass of London society, the people that would hug street walls late at night, trying desperately not to be seen as they went about their shady business. The natural image of the black winter morning also juxtaposes the artificial light of the lamps, depicting the fact that, in the Victorian era, the citizens were always trying to triumph over nature, attempting to create social standards that even Mother Nature abided to. The stark contrast between dark and light is almost ignored in this quote, as the blackness of the night and the brightness of the lamps merge seamlessly into one another, thus representing Enfields confusion. This confusion is epitomised by the quote: I got into the state of mind when a man listens and listens and belongs to long for the sight of a policeman,. Enfield states his nervousness and longing for a policeman, a rather unusual trait as the Metropolitan Police Force was still in its infancy and battling many an unfavourable opinion. Also the character was earlier described as a rather dull man, the man about town, an experienced figure who had seen just about every city occurrence. Yet here Stevenson describes him as worried and nervous, determined to find a member of the establishment that was so untrusted around town. As well as this Stevenson implies that he character can sense something is wrong; he has potentially sourced the overbearing threat of Mr Hyde. This demonstrates the main antagonists intimidating nature before we are even introduced to him. This fear of the unknown could be related to Stevensons upbringing, surrounded by religion and threat of the Devil. In Christianity, and Calvinism, the Devil is both feared and yet paradoxically respected. His fundamentalist Nanny would have taught him of the threat of the Devil and also of the reason why the Devil was cast into Heaven (most prominently for failing to understand that he was created by God (that he had a dual nature)). This links in with Hydes nature and internal struggle- he can never fully become Jekyll because he was created BY Jekyll. The quote: like a forest in a fire is a good example of Stevensons views on current society and the changing world that was revolving around him. The simile is used to emphasise the differences between the old, poor row of houses and the new, upper class street- no doubt a product of the industrial revolution that was currently sweeping the country. Forests contain nothing but wood, and the single most dangerous thing one could encounter in a forest is fire, where the spitting flames spread from tree to tree. The simile could be linked to the Victorian industrial revolution: Stevenson views it as a hungry flame, sweeping away all of natures beauty and all of what the world used to comprise of, for now metal and steel is starting to replace the natural woods used to build shelter, and trees were being cut down to feed machines, which spat out new inventions and ideas. The quote has a negative edge relating to the industrial revolution, which fits in with Stevensons lifestyle and ethics. For he was a romanticist, a bohemian- interested in the preservation of nature, which they believed directly fed and influenced literature, poetry and art. The quote symbolises the divide that the industrial revolution was creating, and also questions whether the industrial revolution is good or bad, similarly to how the main theme of the book questions whether humans truly are good or evil. The second chapter, entitled The Search for Mr. Hyde continues with some important quotations regarding the duality of man, It was his custom of a Sunday, when this meal was over, to sit close by the fire, a volume of some dry divinity, being one of these. The dry divinity means a religious book or text, and the reading of these kinds of texts was considered a honourable and dutiful act in the Victorian era. However Utterson describes the text as dry- he finds it boring, dull. Thus the quote informs us that Utterson sticks to conventional Victorian traditionalism, yet aches with boredom in doing so. He yearns to be doing something else, somewhere else but feels compelled to follow his upstanding Sunday custom. This is typical of Victorian society and a crucial element of understanding the duality of man. For the Victorians tried to quench mans natural instinct and mould him into a figure they determined respectable. Yet in pushing, in repressing people so far man rebelled, and began to question the life he lived under, leading to all of the Victorian vices, sex, alcohol and homosexuality becoming acceptable. Indeed, if it wasnt for the Victorians oppression of the minority and the poor we probably wouldnt be living in such a free society. The usage of pathetic fallacy is a common and important tool in Stevensons novella. The fog increases in depth and prominence whenever Hyde is near , and the fog clears towards the end of the story when the mystery is close to being unravelled. the first fog of the season, a great chocolate coloured pall lowered over the heavens is a quote from the chapter: The Carew Murder Case and the use of pathetic fallacy has connotations of impending danger as well as connotations of the industrial revolution. The chocolate coloured essence of the fog has implications of the industrial revolution poisoning the fog, changing its colour and also the times when the fog appears. The fog is stated as being the first of the season, yet the timeline would mean the fog was unnaturally early, implying the industrial revolution is harming and manipulating Mother Nature. The fog could be interpreted as nothing more then smog, a poisonous relation of the cleaner and more natural fog. The relationship between the unnatural smog, produced by the industrial revolution and the natural fog could also be linked to the relationship between Jekyll and Hyde; Hyde is a less natural side effect of Jekylls curiosity, Hyde is the poisonous, dangerous aspect of Jekyll. Jekyll could be interpreted as the influence of nature on Victorian society, an old-fashioned traditionalist being poisoned by new ideas and new beliefs. The murder of Sir Danvers Carew is an important part of the book, and Stevensons description adds to the sense of confusion and fear that is created. We are fed the murder from the viewpoint of a maid who was romantically given just before the crime was committed. he was trampling his victim under footunder which the bones were audibly shattered and the body jumped upon the roadway is an extract from the murder description. The description is vivid, Stevenson notes how the maid heard the bones shatter, surely an awful, sickening sound. The murder is incredibly violent, representing Hydes anger boiling to the surface- alas; the exact reason for the murder is never truly revealed, leading us to think that Hyde needs violence to satisfy himself when he is allowed to roam free. The phrase the body jumped upon the roadway is also an interesting use of language, possibly representing the violence of the act; the body has been hit and abused so hard it is physically moving away from Hyde, his blows have pushed it away. The phrase adds to the sense of strength Hyde possesses, making him an even more formidable character. with indescribable amazement read the name of Gabriel John Utterson We first learn the full name of Utterson in The Last Night, after Jekyll puts his name on his will. His name could be interpreted as some as incredibly significant to the story. There are many religious connotations in Stevensons novella, and Uttersons first name could be another of these connotations. In the religion of Christianity, Gabriel is the arch-angel of God, and Gods chief messenger. He passes on messages from God to various biblical figures, giving him the title of Gods medium. His role in Christianity is similar to Gabriel John Uttersons in the Strange Case of Dr.Jekyll and Mr.Hyde, he retells messages between Lanyon and Jekyll, and also uncovers the truth by reading messages intended as replies to another. Uttersons first name also reveal his good side- he is a constant friend to Dr. Jekyll throughout the novella. Nearly every member of the reading Victorian audience would be familiar with the arch-angel Gabriel, and many readers would have made the link between the two messengers. Stevenson could also of used Uttersons name as a way of stating that not everyone caught up in evil, is evil. Utterson is confronted with pure, undiluted evil a number of times in the story but he never once loses his sense of moral decency or moral fibre. The final chapter in Stevenson story contains the most information regarding the duality of man. The final chapter is in chronological order- right from Jekylls childhood to his death. The chapter also informs us of how Jekyll grew up harbouring an evil side. Hence it came about that I concealed my pleasures being an example of his youthful, dual personality. A youthful Jekyll realises that, once one enters manhood and the adult world one must learn to conceal any hope or joyfulness for fear of be let down by society or taken advantage of. So we learn that, even from childhood, Jekyll is living a lie and hiding his split personality from the world. I was in no sense a hypocrite; both sides of me were in dead earnest is an example of a slightly older Jekylls newly stifled personality. He has forced down his natural, animal-like instincts and replaced them with an acceptable, Victorian type attitude. He has learnt to ignore his impulse and instead confer to Victorian era conformity. He has become emotionally repressed and, whilst he is coping at the minute there will always be a threat of his emotions bubbling over in a Jack the Ripper type emergence. My Devil had been long caged, it came out roaringInstantly the spirit of Hell awoke in me and raged is an example of such an outburst. We know from the story that a drug causes Jekylls evil side to emerge but the warning Stevenson writes of is that anybody can be unleashed, any human has the potential to be a crazed mass-murderer, or an evil psychopath if pushed (or oppressed) hard enough. This would of hit a chord with the reading audience who were still recovering from the Jack the Ripper attacks, which left many Londoners wondering just what kind of person could commit such crimes. The answer? Anybody- for the Victorian style of living had the potential to depress, oppress and ultimately, end lives Overall, I believe Stevenson wrote The Strange Case of Dr.Jekyll and Mr.Hyde as a warning to the Victorian reader. He wanted the audience to realise that everyone, regardless of social stature, finance or credibility, had the potential to be evil. Yet, in his novella, Stevenson almost determines that there is no real definition of good and evil. The human body is a complex machine and, like a snowflake, the human body changes with each individual. Humans realise and readily accept that every human has different fingerprints yet seems to find it harder to link this fact with the human brain. For ultimately, every single human is different thus the guidelines of good and evil change with every single person. And, ultimately, who are we to question who is good and who is evil? There are thousands of different religions, what if they are all wrong and the one, true religion (if there is one) actually determines evil as good, and good as evil. We are just mere mortals, and the human brain is the most complex thing on the planet. Before we even begin to scrape the surface of this complex machine, we must first begin to understand the secrets of the universe, and life. Any intelligent fool can make things bigger, more complex, and more violent. It takes a touch of genius and a lot of courage to move in the opposite direction. So said Albert Einstein, one of the greatest thinkers of the twentieth century. I believe that this quote sums up Stevensons approach to the dividing line between good and evil. For where other people of the age, fresh from the horrors of the Ripper murders, strived to find a logical answer to the line between good and evil, Stevenson instead moved in the opposite direction. Rather then attempt to answer the question, he questioned the question, asking whether there was an answer to a question that people were still questioning. After all, how can one answer a question that is not even based on fact, or truth, but instead on prediction? Stevensons opinion on religion is prevalent throughout the story. The story has a number of biblical links, no doubt harking back to the days he spent locked in his room with Alison Cunningham, whilst being fed awful stories of Hell and the Devil. There are a number of religious links, one of these being: This inexplicable incident, this reversal of my previous experience, seemed, like the Babylonian finger on the wall, to be spelling out the letters of my judgment. This quote mirrors the experience of Prince Belshazzar, a Babylonian prince featured in the book of Daniel. The prince, whilst dining one night, sees a mysterious, disembodied hand floating behind him. As he turned to face it, the hand begun writing in a mysterious code, on the wall. A translator later interpreted the coded writing as: Thou art weighed In the balance and art found wanting. Later that night Belshazzar is murdered in peculiar circumstances, hence the popular saying; the writing on the wall. Jekyll can see his impending doom, due to his evil exploits as Hyde but his good side is still portrayed by Stevenson, the use of religion is used for this. In the book, I believe Stevenson uses religion as a writing technique; when Stevenson wants to signify the emotive nature of people , he uses religious links and connotations. Hyde is forever associated with Hell and the Devil, whilst Jekyll and Utterson is associated with Gabriel, and the light side of religion. Religion is used to measure and signify, to compare and contrast. Religion also represents a divide in beliefs and personality. The end of the Victorian era was the first time, since the beginning of Christianity, that people were beginning to question and doubt religion. Jekyll and Hyde was penned during this time and concerns itself with the duality of man. Stevenson simply used the biggest cultural divide of the day: religion, and weaved it into his book, making the theme of duality more relevant to the reading Victorian audience. Overall, The Strange Case of Dr Jekyll and Mr Hyde questions and challenges what would have been conventional beliefs in the Victorian era. It makes the reader question his own sense of right and wrong, and challenges religion and science- the two cultures that were so opposed to each other in the Victorian ere. It incorporates the depression that surrounded the Victorian dynasty, the industrial revolution, the Jack the Ripper murders and the strict conformity of living the Victorians imposed. But it also includes the first green shoots of hope that began to surface around the late 1800s- Charles Darwins The Theory of Evolution is integrated through Jekylls science and the fact that Jekyll, despite through the persona of Hyde, engaged in activities such as sex and alcoholism sent the message that man can experiment, as long as it didnt threaten or harm anyone else. The book was aware of the duality and diversity of its audience and revelled in this. Stevensons book was a revolution in itself. For it changed the conventional type of living and made people question the rules they lived under. And any book that can influence people on this scale is a rare, and beautiful, thing. The mark of a good action is that it appears inevitable in retrospect.

Issues with Offshore Call Centres

Issues with Offshore Call Centres Advancements in communications, software development and other technologies have enabled practically every type of business to expand its services to off-shore locations with the probable choices of countries where both the infrastructure and specific needs of the clients can easily be met. Examples of such services include but are not limited to call-centers, as also the subject of our present dissertation, back office operations, insurance claim processing, revenue accounting as well as web/digital development. Indeed one of the successful areas have the disciplines which involve information technology (IT) related services, making it a crucial element and part of a value chain for present day businesses.  These IT enabled services and business processes are generally sourcedfrom a location where the end-user are not located, hence the remoteprovision of such set of services. The concept behind this phenomenonis to deliver services from off-shore locations using the state of thea rt technologies in communication, also called data networks which mayinclude wireline or wireless. Thus, clients or customers are providedthe same set of services or business processes from workers or subsidiaries based in offshore locations. An example to this respect is that of serving the clients of a multinational in the United Kingdom,where as the individuals involved in serving these clients are located in far off region such as India. In such an environment, there is noneed for the British clients to know about the whereabouts of the individuals serving their particular needs, nor is it necessary for theworkers to divulge such information to the British clients. The gap between the clients and the workers in such a situation is fulfilledthrough the modern forms of communication software. These software enable a British caller for example to place a call to India, withoutrealizing that the call has actually been made to India and in responsean Indian worker will respond to the said query of the British callerrespectively. The objective behind the entire exercise of outsourcingand running an offshore facility by a business operating in the UnitedKingdom or the United States of America is truly economical. As theparent company has to spend only a fraction of the amount otherwiseneeded to run and operate the same set of services in their homecountry (UK or the United States of America). As the global businesses move ever closer to globalization and spreading their business wings in practically every corner of theglobe, outsourcing or setting up off-shore facilities has indeedemerged as one of the fastest and perhaps most successful modes ofaspects of a business value chain. Some of the primary reasons for the immense popularity of the outsourcing include increasing levels ofproductive through measures that are both cheap as well as efficient.Above, all where companies maintain their level of excellence in theservices and businesses processes offered to their clients, the phenomenon of outsourcing has added tremendously to their pool of revenues. One of the first aspects business seek in setting up an offshorefacility is the requisite level of skilled manpower, which is todayavailable in huge quantities in a number of third world countries. Thisskilled manpowers primary and basic requirements include individuals who can speak excellent English, are highly quality conscious, as wellas computer literate. These criteria are found in ample quantify incountries such as India, which has attained the status of being thenumber one choice for companies the world over. Another importantcriteria which business organizations in the Western countries seek arethe factor of cost, as also the largest and most important element inthe entire outsourcing decision. A brief comparison of the wages ofqualified personnel in the United Kingdom or for that matter in theUnited States of America with qualified personnel in India shows thatthere is a huge difference ranging from 70-80 percent. This hugedifference automatically calculates into a net savi ng of 50-60 percentfor the company based in United Kingdom or the United States ofAmerica. Then there is the aspect of customer service and delivery,which accounts for a major element in any business. This particularaspect has been more than emphasized by majority of the businessorganization with their headquarters and principle offices in thewestern countries. The maintenance of exceptional standards and qualityin both the deliveries of services and business processes ensures thatclients and customers alike remain content. It is these set of reasonsthat more than serve as potentials and viable options for setting upoff-shore facilities for products and services for companies, inparticular those with principle bases in the western countries. A briefsurvey of the Fortune 500 companies revealed that more than 200companies from this elite list had already set up their off-shorefacilities in a country where the availability of the above set offacilities had more than provided for their continued and progressivesuccess over the years. (Youndon, 2004) As reiterated in the above lines, the outsourcing phenomenon andsetting up of offshore facilities in a more economical and professionalenvironment is increasingly revolutionizing the entire mode of runningand operating businesses. This is not only in the United Kingdom, theUnited States of America, but in a number of countries of the Europe aswell. The majority of the focus is however limited to the countrieswhere English is the first language spoken, and where the entireclient/customer base is English speaking. It is precisely thiscriterion of the English language that both the United Kingdom andUnited States of America have found third world countries where Englishhas reached the standard and status equal to or nearly equal to thestandards found in the said western countries. The fact that Indiabecame a number one choice in approximately a decades time isprecisely the reason as Indian government and the public both havefocused on making their populations excel in the English langua ge, aswell as the various basic forms of computer literacy. Youdon, E., writing in his book Introduction to Outsourcing printedby Prentice Hall quotes studies carried out by an American surveygroup, Cutter Consortium notes that outsourcing has become amainstream phenomenon in the period between 2000 and 2004. The samesurvey also revealed that, unlike the dot.com bubble of the 1980s, thisphenomenon shown no signs of recession. On the contrary the high-techboom initiated by the outsourcing phenomena will more than likely takeon the shape of a permanent trend, one which will keep on increasingwith the passage of time.   (Youndon, 2004) The survey by Cutter Consortium also showed that the rising trends ofoutsourcing has led to extremely high levels of unemployment in thecomputer industry of the United States of America, and in additionthere has been a gradual shift of tens of thousands of IT related jobsto countries such as India, the Philippines, Russia, and China. Thus,one may note that though setting up of offshore businesses has led to atremendous boom for companies and organizations in the UK and theUnited States of America from every practical perspective. The sametrend has resulted in the rising levels of unemployment, particularlyin the US, as also mentioned in the preceding paragraphs. A brief into the not so recent history, say the decade of the 1990swould reveal that even the largest of multinational companies couldnever have imagined, and for some it was a radical thought to moveentire departments from hub of US cities to for example the city ofBanglore in India or to Moscow in Russia. However, the age-old conceptof savings and down-right economics led the path to seekinglower-paying employees, yet this was truly difficult as the advances intelecommunication technology and requisite levels of computer literacywas still a far-off dream for countries such as India and Russia. However, only a decade later, in 2002, there have been such tremendousdevelopments and rising levels of computer literacy, as well as commandover English language in the said countries. This has been combinedwith the simultaneous advances in technology, which duly raised thedemand for offshore facilities. The same offshore facilities has nowreached some 28 percent of the entire IT budget for Europe and theUnited States, a mark reached within two years from 2000 to 2002. Asalso confirmed by the findings of Forester Research in their 2002survey, the allocation of major IT budgets for offshore facilities willlikely increase by a significant percentage in the coming years. Asimilar survey carried out by Gartner Group showed that by year 2004,some 8 out of every 10 CIOs in American organizations had receivedorders to set-up a part, if not entire technology service department tooffshore facilities. The same studies also confirmed that 4 out 5companies would already have taken the step by t he end of year 2004. To name only some of the famous American names who have already set upshop in the different cities of India, Russia, Eastern Europe and Chinainclude computer giants such as IBM, Microsoft, Oracle, Unisys6, andDell. Also included in the list of companies who have established callcenters in above said countries are a number of banks, firms based onthe New Yorks Wall Street, insurance companies, as well asmultinationals such as General Electric who serve their clients with atruly information-intensive network and IT departments. Credit-cardcompanies, consumer appliances companies as well as a number of otherindustries have also established offshore call centers. (Robinson andKalkota, 2004) The offshore facilities of business organization, irrespective of theirorigin in the United Kingdom or the United States of America haveattained the status of the principal phenomena, as also reiterated inthe above paragraphs. Majority of these who have set up shop asoffshore facilities are those involved in software development,maintenance, project management, and it is these particular segments ofIT industries that are earmarked to witness tremendous growth in thecoming decades. Unlike the dot-com bobble of the 1980s decade, thereare no signs that these phenomena of outsourcing, including callcenters will likely see a period of recession in the near future.However, there are questions put up by economic pundits, such as thelikelihood of leveling off, say at 10 15 percent or at a higher levelof 50 percent with the focus on overall employment within the sameindustries. The answers to such queries are the same, which is thecontinued growth and competition will remain and serve as the principletrigger for this spate of continued growth. Taking an insight view of the number of industries which haveestablished call centers in far off and remote regions/countries, itwould be evident that majority of them fall in the category ofknowledge based industries. The phrase of knowledge based industriesis coined precisely to make a distinction with other industries as callcenters are providing just this. They are providing services withstrong points in just two areas of expertise; first is their computerliteracy and second is their command of English language. Thus, one maynote that these two aspects are the core, and perhaps the pivotalreasons for the tremendous success of the call centers, aside from thecost factors for the parent companies based in the United Kingdom orthe United States of America. A brief on the US companies in search of setting up call centers asoffshore facilities shows that they are deemed as innovators in thisparticular phenomenon of outsourcing. In doing so, these companies takeinto account three principle aspects, which also serve as potentialconflicts with the consumers. One of the first aspects which assists these businesses is theeconomics and high speeds offered in the telecommunication and Internetfacilities for call centers, as compared to similar facilities say adecade ago. Examples to this effect include mortgage-approvaldepartment of a business which wishes to set up a call center facility,as the business would be least concerned whether it is a technologicalpioneer or not. Similarly such businesses need not worry about the highcosts incurred in advanced telecommunications which may otherwise wipeout any savings achieved from strategy of employing low wage employees.(Youndon, 2004) Second aspect which serves as a conflict between the businesses settingup call centers through outsourcing and their consumers the widespreadknowledge about the phenomena of call centers and outsourcing. Even ifone were to compare the increasing awareness and knowledge about callcenters with that of, for example a decade ago, it would be evidentthat little was known. For example call centers now include in theiragenda conferences held amongst the various call centers throughvideo-phone, or even video conferencing; the increase use and knowledgeof consultants for call centers who assist in such processes asselection of vendors, negotiation of contracts, and management ofadministrative and financial details. In this context, the overwhelmingwave of information at the disposal of these new breed of consultantsin the call center business may not necessarily guarantee the successof the respective call centers. However, they do enjoy an edge in areasof advice and guidance as compared to th eir counterparts in the ITarena (for example data entry operators/pioneers), say a decade ago. The third aspect which serves as the conflict between the businessesand their consumers over the call centers and outsourcing is theincreasing pressure to investigate into the affairs of the outsourcebusiness, or the call center in our case study. A decade ago, the casewas somewhat opposite, as there was little or no pressure toinvestigate the activities of the outsource businesses. One may notethat the decade of the 1990s was indeed a boom time for a number ofcompanies, and the general atmosphere was one of generous wages and asteady growth of employment. This trend was augmented by competition atthe global level, which also witnessed a steady growth of outsourcingbusiness the world over. Yet, the single most factors that perhapsserved to halt this growth was outgrowth and rising global demands forgoods and services, which outstripped supply. It would take a decade,when this rising demand of goods and services was be somewhat matchsupply, a phenomenon which we presently witness in e ntire outsourcingincluding call centers in the third world countries. Thus, present conditions on the call center arena the world over showthat supply is more than the demand for goods and services. It isprecisely this reasoning, that majority of the companies wishing to setup a call center now have a greater choice to select workers andregions where workers are least expensive. This is more commonlyobserved in the knowledge-based industries, which also includes thecall centers of India, Russia, Philippines, and China. As also a stateof conflict between the companies and their consumers, the first(businesses) are now more pressurized to cut back on costs due tofierce global competition, hence the search for ever more cheaperknowledge based labor force with less demanding working conditions andlow-paying employees respectively. The above section has briefly discussed the phenomenon and trends thathave become a mainstream for call centers, as also some of the businessperspectives from the point of those companies wishing to set up callcenters for economic reasons, competition, and growth of theirrespective organizations. However, the segment of consumers too is ever important and perhapscrucial element of a call center business. As it is the presence ofconsumers for whom the call centers emerge in the first instance.Since, majority of the consumers belong to countries where Englishlanguage is the first language, the emergence of call centers withEnglish language speaking employees is indeed a pre-requisite. The highwages prevalent as well as demanded by employees in the Englishspeaking countries including Canada, the United Kingdom, and the UnitedStates of America has forced large number of companies to outsourcetheir businesses, in part if not in whole to regions and countrieswhere is ample availability of less paying employees, yet havingcommand of the English language and are computer literate. For this theprobable choice falls on countries such India, the Philippine, theRussia and China. However, the standard and expertise of language orcomputer literacy are not the only factors, which make an ou tsourcingorganization successful. In this respect, the consumers as the principle beneficiaries of callcenters have a rightful demand to obtain services and products that areof optimal quality; a set of factors that has been somewhat left out bythe companies operating call centers in remote regions of the world. Aprime example to this effect can be observed from a complaint from agroup of consumers against call center operators and their employees,which duly resulted in a ruling from a court of public opinion with thefollowing wordings; You have no right to bother us and leave us dangling. And if we dobusiness with you, your word isnt good enough. You have to prove it. Though the above ruling is only a hint at the prevalent unease on thepart of consumers, yet this more than provides for call centeroperators and businesses to polish up their role in the provision ofgoods and services from offshore facilities, and through the use ofemployees with a little different accent, and perhaps little knowledgeon the actual complaint or command when calling up potential clients. The consumers at the end of call centers have also found strongfootings from both the laws and regulations, which have more, thanrestricted the activities of operators of, call centers. This can beobserved in the new set of US Federal regulations which place a limiton call abandonment rates, caller ID blocking, as well as demandinbound upsetting agents to ask consumers for their account IDs, andabove all to record those calls. A similar act favouring Th consumersis the Do-Not-Call or (DNC) registry which may become effective in thevery near future. The DNC is said to have a very strong support fromboth the US Congress as well as the US public. Though the registry hasyet to become fully effective and become a law, there are already morethan 50 million US phone subscribers who have filed for the DNCregistry. All these regulations and acts that are deemed to assistconsumers from the operators and businesses of call centers are perhapshuge hurdles from the perspective of the businesses. As theseregulations and laws, also termed as outbound rules will not onlyrestrict call center operations, but also serve to cost huge job lossesboth within the countries where call centers are operating, as well asthe offshore facilities which have been set to gain economic and othercrucial business advantages. A survey carried out by the American Teleservice Association (A.T.A.)revealed that the outbound rules could mean job losses to the tune ofsome 2 million individuals in the United States alone. As one of thefirst steps taken against the levy of such laws by the US government,legislators and public prosecutors, the A.T.A. has filed suits againstthe DNC regulations. Another aspect to be noted vis-a-vis the consumers at the end of callcenters is that the implementation of regulations and laws benefitingthe US consumers will have a direct affect on the US employees of callcenters, in turn forcing businesses to give importance and focus onoutsourcing and offshore facilities for call center businesses. Thus,even if and when there is a likely shift in the call centers, the joblosses for US employees will probably be effective even without suchlegislations. To satisfy the consumers, the call centers will thushave to comply with such regulations, even if these results in huge joblosses as also mentioned in the preceding paragraph. Yet another set of incentives and benefits for the consumers which alsoserve, as direct conflicts with the businesses are the marketingmethods employed by respective businesses. For example, businesses whenfaced with such strict measures and legislations as stated above mayturn to options such as direct mail, direct response, and inserts inpublications to prompt inbound calls, emails, and chat sessions. Inresponse to such changes in regulations and calls from publicofficials, the call centers at home will have to undergo and bringabout changes. These may include modifications in predictive dialersincluding their complete replacements, replacement of modern callrecording equipments and bring about changes in the mode of sellingfor both inbound and outbound agents, in turn positively affectivityand raising the standard of phone calls to consumers. The call centerson the other hand In contrast, the call centers operating in remote andfar-off locations with advantages in lower costs for both employees andinfrastructure will be least affected from such measures at homegrounds. In this context there are two particular regulations which directlyaffect the call center operations and which also serve as potentialconflicts with the businesses as well. The first is the TelemarketingSales Rule (TSR) which is administered by the US Federal TradeCommission (FTC). The second is the Telephone Consumer Protection Act(TCPA) which falls under the US Federal Communications Commission(FCC). Under the workings of both the FTC and the FCC, businesses are allowedto place calls to consumers who have given prior consent, and who haveenjoyed previous business relationships with the respective firms.There is also a time factor involved in such calls according to whichthere has to be a transaction within the last 18 months, and similarlya period of 90 days must have passed since the last inquiry was placed.On the other hand both these regulatory authorities and theirregulations become ineffective if and when a consumer refuses to accepta call, even if there was a business relationship in the recent past,and it is the obligation of the respective businesses to honor suchrefusals. The levy of and changes in the rules by both the TCPA and TSR havecalled for changes in the outbound calls for call center operations. Anexample to this respect include call abandonment rules, according towhich marketers have to connect live agents to place calls to theconcerned consumers, and this call has to have to duration of 4 ringsor a time limit of 15 seconds, and compliance of neither may result inabandonment of said call/s. A second rule of both the TCPA and TSR restricts the number of callsabandoned to just 3 percent, which are answered by live persons.However the TSR rules measure the same on a per day basis and a percampaign basis, while its sister authority, the TCPA measures the callover a months period. In compliance of such regulations and in response to the complaints ofthe consumers, the TCPA claims that no calls are abandoned if theresponse is in the form of voice messages within 2 seconds of receiptof a consumers call. Similarly the calls are not abandoned if theconsumer has previously consented to receive messages, includingexisting business relationships. (Read, 2004) Though outsourcing is being largely concentrated in areas of softwaredevelopment, maintenance, manufacturing, logistics, and adding thelatest area of knowledge based industries, one may note thatoutsourcing has perhaps been there for the last nearly 2 decades.However, the changes that have perhaps revolutionized the entire out-sourcing business, in particular the emergence of call centers includessuch disciplines as customer, transaction processing, finance andaccounting, human resources, desktop support and software development. The core reason, and perhaps the strongest factor to force theemergence of such huge numbers of call centers in remote regions of theworld such as India and China as prime examples are cost-cuttingstrategies by making earnings look all the more attractive. Included inthe cost-cutting strategies was the wages and salaries of theemployees, truly a major chunk of operating costs, which was dulyreplaced with employees hired at a fraction of what would otherwise bepayable for example within the United States of America or UnitedKingdom. This was amply found in the offshore labor, who were bothcomputer literate as well as well suited to serve the English speakingconsumers on the North American continent, and the United Kingdom. A brief comparison with other process-improvements innovationsincluding but not limited to Total Quality Management, Re-engineering,and Six Sigma, the offshore outsourcing too is predicted to facesomewhat similar consequences, and for arriving such a conclusion, itis only imperative that one studies the cycle of the above saidinnovations measures taken by business organizations. Included in this management drive innovation cycle are 4 principle steps, through each business organization has to undergo. The first is the slope of hype, and one may note that outsourcing, inparticular the emergence of call centers are passing through what maytermed as the honeymoon period, as also evident from the tremendoussuccesses achieved by majority of the organizations setting up callcenters. The duration of the hype period has witnessed a large numberof organizations somewhat copying or initiating projects based on thepresent forms of innovation. This is done to gain experience from thecurrent and ongoing process management techniques, without the need toinvest in experimenting. Another feature of such a tactic is a merepursuit of a competitor within the same industry. An example to thisrespect can be observed in the trends of e-commerce and e-business inthe later part of the 1990s decade. Thus, it was observed thatpractically every business organization was in pursuit of an e-commercestrategy, often without a detailed insight or logical reasons for doingso. A wave of e-commerce companies thus e merged offering best ofservices, and searching for a place in the market as a trustedadvisor in their endeavours to compete win offshore contracts. Suchcompanies were duly aided by venture capitalists that fueled the hypethrough a number of attractive financial instruments. The second principle of process management is that of despair, orrather the slope of despair. As the business enters the slope ofdespair, it is evidence that the honeymoon era, as also described inthe preceding paragraph has come to abrupt end. The offshore projectsinitiated in rather haste, including initiation or blindly following acompetitor with the same industry will witness a failure as noconsideration was given, nor any wieghtage given to the decision ofsetting up an offshore facility, or call center. The result of taking adecision in such haste is that promises to consumers remainunfulfilled, in turn triggering a possible backlash from within theorganization. Recent examples to this respect can be observed in thedecisions to call back and close shop decision taken by famous namessuch as Dell and Lehman Brothers. It is also observed that during thisslope of despair, a large number of organizations that are not seriousin operating offshore facilities would opt for closing down theiroffshore facilities. Further, such companies would either go for acomplete re-evaluation of their principle strategies, while those whoare truly serious in pursuing and benefiting from their offshore plans,continue to excel and strive to maximize their earnings from thetremendous set of advantages hidden in the operation of offshorebusinesses, including call centers. The third important aspect in the process management innovation measureis that of consolidation and assimilation. This step is immediatelyproceeded after that of despair where serious contenders stay on, andthose who step in the market without serious considerations eitherere-evaluate their strategies, or completely fall back and retreat totheir home grounds. The business of e-commerce witnessed similar trendsand behaviors. Having undergone the crucial step of consolidation, abusiness more often than not enters the slope of profit era. As alsoevidenced in majority of the businesses involved in e-commerce, mostorganization have today realized that e-commerce is not a merenecessity, rather a pre-requisite for their businesses. A similar spateof events awaits the offshore business, where call centers arepredicted to reach levels of extra-ordinary profits for their parentorganizations, a likelihood prediction for the end of the presentdecade. The study of the above 4 principle aspects of process managementinnovations shows, as also evident from recent corporate history, thatit is the home countrys economy, which by and large dictates thesuccess or failure of a corporate strategy. Thus, if economy is movingtowards recovery, not only will other businesses suffer, but theoffshore business including call centers will too face the same fate.Similarly, if the home economy is failure, and is continuouslywitnessing a fall, offshore outsourcing as well as all other businesseswill bound to see an acceleration and growth with significant profitmargins who can sustain the ups and falls of offshore businesses.However, there are more than likely chances for the IT sector, inparticular the knowledge based industries which include the callcenters will witness a similar migration as has happened with themanufacturing from the North American and European continents to moveto the Pacific Rim countries. (Gore, 2003) The above section of the dissertation has briefly discussed some of theaspects of offshore call centers including the businesses as well asthe consumers and the conflicts between them. The above section hasprimarily focused on the US businesses as they enjoy the single largestsegment of the global offshore call centers. The is followed by UnitedKingdom enjoying a second place, and which will constitute thefollowing section of our dissertation. The following part will thustake into account a brief history of outsourcing, and move on todiscuss businesses and consumers from the European perspective, with aparticular attention on the implications on the British businesses,British consumers, and the British job markets with respect to callcenters. Having briefly touched the US perspective of outsourcing businesses,the following section discusses the businesses, consumers and theirconflicts from a British point of view. A survey carried by M/s Outsourcing Insight Ltd., Harvard, M., showedthat the year 2000 was a record period for Britain as it witnessed theemergence of some 35,000 call center related jobs, and establishment ofsome 88 call centers. This tremendous growth pattern in the outsourcing business in theUnited Kingdom proved a number of points. For example, it showed that arecord number of businesses had chosen to shift and expand towardsoutsourcing. It also proved that the consumers had a wider choice. Itwas also evident that each call center was offering a more diverse setof services, a more specialized version and an ever-competitiveenvironment to offer for their customers. (Harvard, 2000) However, with the tremendous growth pattern viewed in the expansion ofcall centers, British businesses also realized that there was a crucialneed for an approach that would provide for needed end results andoptimization of their outsourcing objectives. For example, theselection of an outsourcing partner was one such area, which requiredneeded diligence and an equally cautious approach. It was largelyobserved that in their endeavours to increase their market share andcompete in their respective industries, majority of the Britishbusinesses failed to recognize that competition and offering truly highstandards of services and products called for an equally high standardsof capabilities and services. This was only possible in the appropriateselection of an outsourcing partner who fulfil Issues with Offshore Call Centres Issues with Offshore Call Centres Advancements in communications, software development and other technologies have enabled practically every type of business to expand its services to off-shore locations with the probable choices of countries where both the infrastructure and specific needs of the clients can easily be met. Examples of such services include but are not limited to call-centers, as also the subject of our present dissertation, back office operations, insurance claim processing, revenue accounting as well as web/digital development. Indeed one of the successful areas have the disciplines which involve information technology (IT) related services, making it a crucial element and part of a value chain for present day businesses.  These IT enabled services and business processes are generally sourcedfrom a location where the end-user are not located, hence the remoteprovision of such set of services. The concept behind this phenomenonis to deliver services from off-shore locations using the state of thea rt technologies in communication, also called data networks which mayinclude wireline or wireless. Thus, clients or customers are providedthe same set of services or business processes from workers or subsidiaries based in offshore locations. An example to this respect is that of serving the clients of a multinational in the United Kingdom,where as the individuals involved in serving these clients are located in far off region such as India. In such an environment, there is noneed for the British clients to know about the whereabouts of the individuals serving their particular needs, nor is it necessary for theworkers to divulge such information to the British clients. The gap between the clients and the workers in such a situation is fulfilledthrough the modern forms of communication software. These software enable a British caller for example to place a call to India, withoutrealizing that the call has actually been made to India and in responsean Indian worker will respond to the said query of the British callerrespectively. The objective behind the entire exercise of outsourcingand running an offshore facility by a business operating in the UnitedKingdom or the United States of America is truly economical. As theparent company has to spend only a fraction of the amount otherwiseneeded to run and operate the same set of services in their homecountry (UK or the United States of America). As the global businesses move ever closer to globalization and spreading their business wings in practically every corner of theglobe, outsourcing or setting up off-shore facilities has indeedemerged as one of the fastest and perhaps most successful modes ofaspects of a business value chain. Some of the primary reasons for the immense popularity of the outsourcing include increasing levels ofproductive through measures that are both cheap as well as efficient.Above, all where companies maintain their level of excellence in theservices and businesses processes offered to their clients, the phenomenon of outsourcing has added tremendously to their pool of revenues. One of the first aspects business seek in setting up an offshorefacility is the requisite level of skilled manpower, which is todayavailable in huge quantities in a number of third world countries. Thisskilled manpowers primary and basic requirements include individuals who can speak excellent English, are highly quality conscious, as wellas computer literate. These criteria are found in ample quantify incountries such as India, which has attained the status of being thenumber one choice for companies the world over. Another importantcriteria which business organizations in the Western countries seek arethe factor of cost, as also the largest and most important element inthe entire outsourcing decision. A brief comparison of the wages ofqualified personnel in the United Kingdom or for that matter in theUnited States of America with qualified personnel in India shows thatthere is a huge difference ranging from 70-80 percent. This hugedifference automatically calculates into a net savi ng of 50-60 percentfor the company based in United Kingdom or the United States ofAmerica. Then there is the aspect of customer service and delivery,which accounts for a major element in any business. This particularaspect has been more than emphasized by majority of the businessorganization with their headquarters and principle offices in thewestern countries. The maintenance of exceptional standards and qualityin both the deliveries of services and business processes ensures thatclients and customers alike remain content. It is these set of reasonsthat more than serve as potentials and viable options for setting upoff-shore facilities for products and services for companies, inparticular those with principle bases in the western countries. A briefsurvey of the Fortune 500 companies revealed that more than 200companies from this elite list had already set up their off-shorefacilities in a country where the availability of the above set offacilities had more than provided for their continued and progressivesuccess over the years. (Youndon, 2004) As reiterated in the above lines, the outsourcing phenomenon andsetting up of offshore facilities in a more economical and professionalenvironment is increasingly revolutionizing the entire mode of runningand operating businesses. This is not only in the United Kingdom, theUnited States of America, but in a number of countries of the Europe aswell. The majority of the focus is however limited to the countrieswhere English is the first language spoken, and where the entireclient/customer base is English speaking. It is precisely thiscriterion of the English language that both the United Kingdom andUnited States of America have found third world countries where Englishhas reached the standard and status equal to or nearly equal to thestandards found in the said western countries. The fact that Indiabecame a number one choice in approximately a decades time isprecisely the reason as Indian government and the public both havefocused on making their populations excel in the English langua ge, aswell as the various basic forms of computer literacy. Youdon, E., writing in his book Introduction to Outsourcing printedby Prentice Hall quotes studies carried out by an American surveygroup, Cutter Consortium notes that outsourcing has become amainstream phenomenon in the period between 2000 and 2004. The samesurvey also revealed that, unlike the dot.com bubble of the 1980s, thisphenomenon shown no signs of recession. On the contrary the high-techboom initiated by the outsourcing phenomena will more than likely takeon the shape of a permanent trend, one which will keep on increasingwith the passage of time.   (Youndon, 2004) The survey by Cutter Consortium also showed that the rising trends ofoutsourcing has led to extremely high levels of unemployment in thecomputer industry of the United States of America, and in additionthere has been a gradual shift of tens of thousands of IT related jobsto countries such as India, the Philippines, Russia, and China. Thus,one may note that though setting up of offshore businesses has led to atremendous boom for companies and organizations in the UK and theUnited States of America from every practical perspective. The sametrend has resulted in the rising levels of unemployment, particularlyin the US, as also mentioned in the preceding paragraphs. A brief into the not so recent history, say the decade of the 1990swould reveal that even the largest of multinational companies couldnever have imagined, and for some it was a radical thought to moveentire departments from hub of US cities to for example the city ofBanglore in India or to Moscow in Russia. However, the age-old conceptof savings and down-right economics led the path to seekinglower-paying employees, yet this was truly difficult as the advances intelecommunication technology and requisite levels of computer literacywas still a far-off dream for countries such as India and Russia. However, only a decade later, in 2002, there have been such tremendousdevelopments and rising levels of computer literacy, as well as commandover English language in the said countries. This has been combinedwith the simultaneous advances in technology, which duly raised thedemand for offshore facilities. The same offshore facilities has nowreached some 28 percent of the entire IT budget for Europe and theUnited States, a mark reached within two years from 2000 to 2002. Asalso confirmed by the findings of Forester Research in their 2002survey, the allocation of major IT budgets for offshore facilities willlikely increase by a significant percentage in the coming years. Asimilar survey carried out by Gartner Group showed that by year 2004,some 8 out of every 10 CIOs in American organizations had receivedorders to set-up a part, if not entire technology service department tooffshore facilities. The same studies also confirmed that 4 out 5companies would already have taken the step by t he end of year 2004. To name only some of the famous American names who have already set upshop in the different cities of India, Russia, Eastern Europe and Chinainclude computer giants such as IBM, Microsoft, Oracle, Unisys6, andDell. Also included in the list of companies who have established callcenters in above said countries are a number of banks, firms based onthe New Yorks Wall Street, insurance companies, as well asmultinationals such as General Electric who serve their clients with atruly information-intensive network and IT departments. Credit-cardcompanies, consumer appliances companies as well as a number of otherindustries have also established offshore call centers. (Robinson andKalkota, 2004) The offshore facilities of business organization, irrespective of theirorigin in the United Kingdom or the United States of America haveattained the status of the principal phenomena, as also reiterated inthe above paragraphs. Majority of these who have set up shop asoffshore facilities are those involved in software development,maintenance, project management, and it is these particular segments ofIT industries that are earmarked to witness tremendous growth in thecoming decades. Unlike the dot-com bobble of the 1980s decade, thereare no signs that these phenomena of outsourcing, including callcenters will likely see a period of recession in the near future.However, there are questions put up by economic pundits, such as thelikelihood of leveling off, say at 10 15 percent or at a higher levelof 50 percent with the focus on overall employment within the sameindustries. The answers to such queries are the same, which is thecontinued growth and competition will remain and serve as the principletrigger for this spate of continued growth. Taking an insight view of the number of industries which haveestablished call centers in far off and remote regions/countries, itwould be evident that majority of them fall in the category ofknowledge based industries. The phrase of knowledge based industriesis coined precisely to make a distinction with other industries as callcenters are providing just this. They are providing services withstrong points in just two areas of expertise; first is their computerliteracy and second is their command of English language. Thus, one maynote that these two aspects are the core, and perhaps the pivotalreasons for the tremendous success of the call centers, aside from thecost factors for the parent companies based in the United Kingdom orthe United States of America. A brief on the US companies in search of setting up call centers asoffshore facilities shows that they are deemed as innovators in thisparticular phenomenon of outsourcing. In doing so, these companies takeinto account three principle aspects, which also serve as potentialconflicts with the consumers. One of the first aspects which assists these businesses is theeconomics and high speeds offered in the telecommunication and Internetfacilities for call centers, as compared to similar facilities say adecade ago. Examples to this effect include mortgage-approvaldepartment of a business which wishes to set up a call center facility,as the business would be least concerned whether it is a technologicalpioneer or not. Similarly such businesses need not worry about the highcosts incurred in advanced telecommunications which may otherwise wipeout any savings achieved from strategy of employing low wage employees.(Youndon, 2004) Second aspect which serves as a conflict between the businesses settingup call centers through outsourcing and their consumers the widespreadknowledge about the phenomena of call centers and outsourcing. Even ifone were to compare the increasing awareness and knowledge about callcenters with that of, for example a decade ago, it would be evidentthat little was known. For example call centers now include in theiragenda conferences held amongst the various call centers throughvideo-phone, or even video conferencing; the increase use and knowledgeof consultants for call centers who assist in such processes asselection of vendors, negotiation of contracts, and management ofadministrative and financial details. In this context, the overwhelmingwave of information at the disposal of these new breed of consultantsin the call center business may not necessarily guarantee the successof the respective call centers. However, they do enjoy an edge in areasof advice and guidance as compared to th eir counterparts in the ITarena (for example data entry operators/pioneers), say a decade ago. The third aspect which serves as the conflict between the businessesand their consumers over the call centers and outsourcing is theincreasing pressure to investigate into the affairs of the outsourcebusiness, or the call center in our case study. A decade ago, the casewas somewhat opposite, as there was little or no pressure toinvestigate the activities of the outsource businesses. One may notethat the decade of the 1990s was indeed a boom time for a number ofcompanies, and the general atmosphere was one of generous wages and asteady growth of employment. This trend was augmented by competition atthe global level, which also witnessed a steady growth of outsourcingbusiness the world over. Yet, the single most factors that perhapsserved to halt this growth was outgrowth and rising global demands forgoods and services, which outstripped supply. It would take a decade,when this rising demand of goods and services was be somewhat matchsupply, a phenomenon which we presently witness in e ntire outsourcingincluding call centers in the third world countries. Thus, present conditions on the call center arena the world over showthat supply is more than the demand for goods and services. It isprecisely this reasoning, that majority of the companies wishing to setup a call center now have a greater choice to select workers andregions where workers are least expensive. This is more commonlyobserved in the knowledge-based industries, which also includes thecall centers of India, Russia, Philippines, and China. As also a stateof conflict between the companies and their consumers, the first(businesses) are now more pressurized to cut back on costs due tofierce global competition, hence the search for ever more cheaperknowledge based labor force with less demanding working conditions andlow-paying employees respectively. The above section has briefly discussed the phenomenon and trends thathave become a mainstream for call centers, as also some of the businessperspectives from the point of those companies wishing to set up callcenters for economic reasons, competition, and growth of theirrespective organizations. However, the segment of consumers too is ever important and perhapscrucial element of a call center business. As it is the presence ofconsumers for whom the call centers emerge in the first instance.Since, majority of the consumers belong to countries where Englishlanguage is the first language, the emergence of call centers withEnglish language speaking employees is indeed a pre-requisite. The highwages prevalent as well as demanded by employees in the Englishspeaking countries including Canada, the United Kingdom, and the UnitedStates of America has forced large number of companies to outsourcetheir businesses, in part if not in whole to regions and countrieswhere is ample availability of less paying employees, yet havingcommand of the English language and are computer literate. For this theprobable choice falls on countries such India, the Philippine, theRussia and China. However, the standard and expertise of language orcomputer literacy are not the only factors, which make an ou tsourcingorganization successful. In this respect, the consumers as the principle beneficiaries of callcenters have a rightful demand to obtain services and products that areof optimal quality; a set of factors that has been somewhat left out bythe companies operating call centers in remote regions of the world. Aprime example to this effect can be observed from a complaint from agroup of consumers against call center operators and their employees,which duly resulted in a ruling from a court of public opinion with thefollowing wordings; You have no right to bother us and leave us dangling. And if we dobusiness with you, your word isnt good enough. You have to prove it. Though the above ruling is only a hint at the prevalent unease on thepart of consumers, yet this more than provides for call centeroperators and businesses to polish up their role in the provision ofgoods and services from offshore facilities, and through the use ofemployees with a little different accent, and perhaps little knowledgeon the actual complaint or command when calling up potential clients. The consumers at the end of call centers have also found strongfootings from both the laws and regulations, which have more, thanrestricted the activities of operators of, call centers. This can beobserved in the new set of US Federal regulations which place a limiton call abandonment rates, caller ID blocking, as well as demandinbound upsetting agents to ask consumers for their account IDs, andabove all to record those calls. A similar act favouring Th consumersis the Do-Not-Call or (DNC) registry which may become effective in thevery near future. The DNC is said to have a very strong support fromboth the US Congress as well as the US public. Though the registry hasyet to become fully effective and become a law, there are already morethan 50 million US phone subscribers who have filed for the DNCregistry. All these regulations and acts that are deemed to assistconsumers from the operators and businesses of call centers are perhapshuge hurdles from the perspective of the businesses. As theseregulations and laws, also termed as outbound rules will not onlyrestrict call center operations, but also serve to cost huge job lossesboth within the countries where call centers are operating, as well asthe offshore facilities which have been set to gain economic and othercrucial business advantages. A survey carried out by the American Teleservice Association (A.T.A.)revealed that the outbound rules could mean job losses to the tune ofsome 2 million individuals in the United States alone. As one of thefirst steps taken against the levy of such laws by the US government,legislators and public prosecutors, the A.T.A. has filed suits againstthe DNC regulations. Another aspect to be noted vis-a-vis the consumers at the end of callcenters is that the implementation of regulations and laws benefitingthe US consumers will have a direct affect on the US employees of callcenters, in turn forcing businesses to give importance and focus onoutsourcing and offshore facilities for call center businesses. Thus,even if and when there is a likely shift in the call centers, the joblosses for US employees will probably be effective even without suchlegislations. To satisfy the consumers, the call centers will thushave to comply with such regulations, even if these results in huge joblosses as also mentioned in the preceding paragraph. Yet another set of incentives and benefits for the consumers which alsoserve, as direct conflicts with the businesses are the marketingmethods employed by respective businesses. For example, businesses whenfaced with such strict measures and legislations as stated above mayturn to options such as direct mail, direct response, and inserts inpublications to prompt inbound calls, emails, and chat sessions. Inresponse to such changes in regulations and calls from publicofficials, the call centers at home will have to undergo and bringabout changes. These may include modifications in predictive dialersincluding their complete replacements, replacement of modern callrecording equipments and bring about changes in the mode of sellingfor both inbound and outbound agents, in turn positively affectivityand raising the standard of phone calls to consumers. The call centerson the other hand In contrast, the call centers operating in remote andfar-off locations with advantages in lower costs for both employees andinfrastructure will be least affected from such measures at homegrounds. In this context there are two particular regulations which directlyaffect the call center operations and which also serve as potentialconflicts with the businesses as well. The first is the TelemarketingSales Rule (TSR) which is administered by the US Federal TradeCommission (FTC). The second is the Telephone Consumer Protection Act(TCPA) which falls under the US Federal Communications Commission(FCC). Under the workings of both the FTC and the FCC, businesses are allowedto place calls to consumers who have given prior consent, and who haveenjoyed previous business relationships with the respective firms.There is also a time factor involved in such calls according to whichthere has to be a transaction within the last 18 months, and similarlya period of 90 days must have passed since the last inquiry was placed.On the other hand both these regulatory authorities and theirregulations become ineffective if and when a consumer refuses to accepta call, even if there was a business relationship in the recent past,and it is the obligation of the respective businesses to honor suchrefusals. The levy of and changes in the rules by both the TCPA and TSR havecalled for changes in the outbound calls for call center operations. Anexample to this respect include call abandonment rules, according towhich marketers have to connect live agents to place calls to theconcerned consumers, and this call has to have to duration of 4 ringsor a time limit of 15 seconds, and compliance of neither may result inabandonment of said call/s. A second rule of both the TCPA and TSR restricts the number of callsabandoned to just 3 percent, which are answered by live persons.However the TSR rules measure the same on a per day basis and a percampaign basis, while its sister authority, the TCPA measures the callover a months period. In compliance of such regulations and in response to the complaints ofthe consumers, the TCPA claims that no calls are abandoned if theresponse is in the form of voice messages within 2 seconds of receiptof a consumers call. Similarly the calls are not abandoned if theconsumer has previously consented to receive messages, includingexisting business relationships. (Read, 2004) Though outsourcing is being largely concentrated in areas of softwaredevelopment, maintenance, manufacturing, logistics, and adding thelatest area of knowledge based industries, one may note thatoutsourcing has perhaps been there for the last nearly 2 decades.However, the changes that have perhaps revolutionized the entire out-sourcing business, in particular the emergence of call centers includessuch disciplines as customer, transaction processing, finance andaccounting, human resources, desktop support and software development. The core reason, and perhaps the strongest factor to force theemergence of such huge numbers of call centers in remote regions of theworld such as India and China as prime examples are cost-cuttingstrategies by making earnings look all the more attractive. Included inthe cost-cutting strategies was the wages and salaries of theemployees, truly a major chunk of operating costs, which was dulyreplaced with employees hired at a fraction of what would otherwise bepayable for example within the United States of America or UnitedKingdom. This was amply found in the offshore labor, who were bothcomputer literate as well as well suited to serve the English speakingconsumers on the North American continent, and the United Kingdom. A brief comparison with other process-improvements innovationsincluding but not limited to Total Quality Management, Re-engineering,and Six Sigma, the offshore outsourcing too is predicted to facesomewhat similar consequences, and for arriving such a conclusion, itis only imperative that one studies the cycle of the above saidinnovations measures taken by business organizations. Included in this management drive innovation cycle are 4 principle steps, through each business organization has to undergo. The first is the slope of hype, and one may note that outsourcing, inparticular the emergence of call centers are passing through what maytermed as the honeymoon period, as also evident from the tremendoussuccesses achieved by majority of the organizations setting up callcenters. The duration of the hype period has witnessed a large numberof organizations somewhat copying or initiating projects based on thepresent forms of innovation. This is done to gain experience from thecurrent and ongoing process management techniques, without the need toinvest in experimenting. Another feature of such a tactic is a merepursuit of a competitor within the same industry. An example to thisrespect can be observed in the trends of e-commerce and e-business inthe later part of the 1990s decade. Thus, it was observed thatpractically every business organization was in pursuit of an e-commercestrategy, often without a detailed insight or logical reasons for doingso. A wave of e-commerce companies thus e merged offering best ofservices, and searching for a place in the market as a trustedadvisor in their endeavours to compete win offshore contracts. Suchcompanies were duly aided by venture capitalists that fueled the hypethrough a number of attractive financial instruments. The second principle of process management is that of despair, orrather the slope of despair. As the business enters the slope ofdespair, it is evidence that the honeymoon era, as also described inthe preceding paragraph has come to abrupt end. The offshore projectsinitiated in rather haste, including initiation or blindly following acompetitor with the same industry will witness a failure as noconsideration was given, nor any wieghtage given to the decision ofsetting up an offshore facility, or call center. The result of taking adecision in such haste is that promises to consumers remainunfulfilled, in turn triggering a possible backlash from within theorganization. Recent examples to this respect can be observed in thedecisions to call back and close shop decision taken by famous namessuch as Dell and Lehman Brothers. It is also observed that during thisslope of despair, a large number of organizations that are not seriousin operating offshore facilities would opt for closing down theiroffshore facilities. Further, such companies would either go for acomplete re-evaluation of their principle strategies, while those whoare truly serious in pursuing and benefiting from their offshore plans,continue to excel and strive to maximize their earnings from thetremendous set of advantages hidden in the operation of offshorebusinesses, including call centers. The third important aspect in the process management innovation measureis that of consolidation and assimilation. This step is immediatelyproceeded after that of despair where serious contenders stay on, andthose who step in the market without serious considerations eitherere-evaluate their strategies, or completely fall back and retreat totheir home grounds. The business of e-commerce witnessed similar trendsand behaviors. Having undergone the crucial step of consolidation, abusiness more often than not enters the slope of profit era. As alsoevidenced in majority of the businesses involved in e-commerce, mostorganization have today realized that e-commerce is not a merenecessity, rather a pre-requisite for their businesses. A similar spateof events awaits the offshore business, where call centers arepredicted to reach levels of extra-ordinary profits for their parentorganizations, a likelihood prediction for the end of the presentdecade. The study of the above 4 principle aspects of process managementinnovations shows, as also evident from recent corporate history, thatit is the home countrys economy, which by and large dictates thesuccess or failure of a corporate strategy. Thus, if economy is movingtowards recovery, not only will other businesses suffer, but theoffshore business including call centers will too face the same fate.Similarly, if the home economy is failure, and is continuouslywitnessing a fall, offshore outsourcing as well as all other businesseswill bound to see an acceleration and growth with significant profitmargins who can sustain the ups and falls of offshore businesses.However, there are more than likely chances for the IT sector, inparticular the knowledge based industries which include the callcenters will witness a similar migration as has happened with themanufacturing from the North American and European continents to moveto the Pacific Rim countries. (Gore, 2003) The above section of the dissertation has briefly discussed some of theaspects of offshore call centers including the businesses as well asthe consumers and the conflicts between them. The above section hasprimarily focused on the US businesses as they enjoy the single largestsegment of the global offshore call centers. The is followed by UnitedKingdom enjoying a second place, and which will constitute thefollowing section of our dissertation. The following part will thustake into account a brief history of outsourcing, and move on todiscuss businesses and consumers from the European perspective, with aparticular attention on the implications on the British businesses,British consumers, and the British job markets with respect to callcenters. Having briefly touched the US perspective of outsourcing businesses,the following section discusses the businesses, consumers and theirconflicts from a British point of view. A survey carried by M/s Outsourcing Insight Ltd., Harvard, M., showedthat the year 2000 was a record period for Britain as it witnessed theemergence of some 35,000 call center related jobs, and establishment ofsome 88 call centers. This tremendous growth pattern in the outsourcing business in theUnited Kingdom proved a number of points. For example, it showed that arecord number of businesses had chosen to shift and expand towardsoutsourcing. It also proved that the consumers had a wider choice. Itwas also evident that each call center was offering a more diverse setof services, a more specialized version and an ever-competitiveenvironment to offer for their customers. (Harvard, 2000) However, with the tremendous growth pattern viewed in the expansion ofcall centers, British businesses also realized that there was a crucialneed for an approach that would provide for needed end results andoptimization of their outsourcing objectives. For example, theselection of an outsourcing partner was one such area, which requiredneeded diligence and an equally cautious approach. It was largelyobserved that in their endeavours to increase their market share andcompete in their respective industries, majority of the Britishbusinesses failed to recognize that competition and offering truly highstandards of services and products called for an equally high standardsof capabilities and services. This was only possible in the appropriateselection of an outsourcing partner who fulfil