Lafarge Africa PLC (WAPCO.ng) HY2015 Interim Report

first_imgLafarge Africa PLC (WAPCO.ng) listed on the Nigerian Stock Exchange under the Building & Associated sector has released it’s 2015 interim results for the half year.For more information about Lafarge Africa PLC (WAPCO.ng) reports, abridged reports, interim earnings results and earnings presentations, visit the Lafarge Africa PLC (WAPCO.ng) company page on AfricanFinancials.Document: Lafarge Africa PLC (WAPCO.ng)  2015 interim results for the half year.Company ProfileLafarge Africa Plc is a cement manufacturing company in Nigeria offering high quality concrete and aggregates for the home building and construction sectors. The company is one of the oldest cement manufacturing companies in Nigeria and is a member of the LafargeHolcim Group, the largest building and concrete solutions company in the world. It also diversified interests in manufacturing paint, repairing electric motors, transport services and Kraft bag production. Lafarge Africa Plc has plants in Ewekoro and Sagamu in the South West district; Mfamosing in the South-South district; and Ashaka in the North East district of Nigeria. The company has installed cement production capacity of 10.5MTPA and has plans to increase its production capacity. Its product range includes cement, aggregates, ready-mix concrete and pulverized fly ash. Cement solutions are marketed under the brand names Elephant, Ashaka, Supaset, PowerMax and Unicem. The company’s head office is in Lagos, Nigeria. Lafarge Cement WAPCO Nigeria Plc is listed on the Nigerian Stock Exchangelast_img read more

The scrum-halves looking to impress during November Tests

first_img Learn all about him: Japan scrum-half Fumiaka Tanaka is well-known in New Zealand, but could surprise ScotlandBy Alan DymockTHIS WEEKEND there may be some big names everyone expects to see, but perhaps some of the most telling contributions will come from scrum-halves with points to prove in the November Tests.This doesn’t mean that established names like Morgan Parra, Will Genia or Greig Laidlaw need touted – or even stars like Aaron Smith. It is more worthwhile looking at the men yet to be heralded as Test winners or figures that can turn a game or at least put in surprisingly brave displays.Edoardo GoriAble to back it up: Edoardo Gori is experiencedIt may seem odd to point out the player lining up opposite Will Genia for Italy, particularly as this is someone who has to share scrum-half responsibilities with Fabio Semenzato and Tobias Botes at Benetton Treviso. It may also seem odd pointing out someone whose last game for Italy was a thumping by Samoa in Nelspruit, South Africa. Yet Gori is a player who has beaten France, played against Wales and England in the last year as well as snapping impressively as Treviso thumped Connacht in the RaboDirect Pro12 a few weeks back. He is wiser than many would know and Australia are hurting. He could put in a strong defensive shift and push his pack around well. That is how you beat this current Wallaby team.Fumiaka Tanaka LATEST RUGBY WORLD MAGAZINE SUBSCRIPTION DEALS Never heard of him? The Japanese nine is well known in New Zealand, where he plies his trade with the Otago Highlanders and the Otago NPC side. He swaps regularly with Aaron Smith there and he has experienced a different intensity to others in his national set-up. He also offers something different to Scotland’s Laidlaw this Saturday and he will be all over the renowned kicker whenever the pace of the game drops.Looking for pass marks: Lee Dickson has healthy competitionLee DicksonHe is certainly better known than the others, of course, but the Northampton Saint is yet to lay down a marker for England. He brings boundless energy to the role and as he runs against an Argentine pack that has been described as divided in the last few weeks. Expect him to challenge a few of the bigger boys this week – particularly with a full-throttle Danny Care breathing down his neck, trying to get back in to international contention. during the England training session at Pennyhill Park on November 7, 2013 in Bagshot, England. Tomas CubelliThe Belgrano and CONSUR XV scrum-half may be suffering from shell shock after being a substitute for the Pumas when they were obliterated by the Wallabies, at the end of the Rugby Championship. He is a rare starter. So this may be seen as a rare chance but he may show up well with clever pressure-relieving kicks. And he’ll need to.last_img read more

House in Higashi-Gotanda / CASE-REAL

first_imgShareFacebookTwitterPinterestWhatsappMailOrhttps://www.archdaily.com/952422/house-in-higashi-gotanda-case-real Clipboard Projects Houses ArchDaily “COPY” House in Higashi-Gotanda / CASE-REALSave this projectSaveHouse in Higashi-Gotanda / CASE-REAL Japan Photographs:  Daisuke Shima Manufacturers Brands with products used in this architecture project House in Higashi-Gotanda / CASE-REAL “COPY” 2020 CopyHouses•Japan Area:  96 m² Year Completion year of this architecture project CopyAbout this officeCASE-REALOfficeFollowProductSteel#TagsProjectsBuilt ProjectsSelected ProjectsResidential ArchitectureHousesTokyoOn FacebookJapanPublished on December 02, 2020Cite: “House in Higashi-Gotanda / CASE-REAL” 02 Dec 2020. ArchDaily. Accessed 10 Jun 2021. ISSN 0719-8884Browse the CatalogSinkshansgroheBathroom Mixers – LogisVinyl Walls3MExterior Vinyl Finish – DI-NOC™ StonePartitionsSkyfoldWhere to Increase Flexibility in SchoolsTiles / Mosaic / GresiteCupa PizarrasVentilated Facade – CUPACLAD UprightGlassLAMILUXGlass Roof PR60ConcreteKrytonCrystalline Waterproofing – KIMSkylightsVELUX CommercialAtrium Longlight Skylights in ExperimentariumMetal PanelsLorin IndustriesAnodized Aluminum – Copper FinishesStonesFranken-SchotterWall Covering & CladdingWindowsRabel Aluminium SystemsMinimal Casement Windows – Rabel 8400 Slim Super Thermal PlusSwingsStudio StirlingHanging Chair – BasketWallcovering / CladdingArrigoni WoodsWood Cladding – AcousticMore products »Save想阅读文章的中文版本吗?东京抛光板之宅 / CASE-REAL是否翻译成中文现有为你所在地区特制的网站?想浏览ArchDaily中国吗?Take me there »✖You’ve started following your first account!Did you know?You’ll now receive updates based on what you follow! Personalize your stream and start following your favorite authors, offices and users.Go to my stream Photographs Year:  Products used in this ProjectRenders / 3D AnimationVectorworksVectorworks ArchitectRenders / 3D AnimationVectorworksVectorworks LandmarkArchitect In Charge:Koichi Futatusmata, Yuki OhnitaDesign Cooperation And Construction:Yoshida Building FirmLighting Plan:Tatsuki NakamuraCountry:JapanMore SpecsLess SpecsSave this picture!© Daisuke ShimaText description provided by the architects. This is a two floor wooden house in a quiet residential area in the city center. The client requested us to provide two parking spaces, to build the structure to the maximum, and to create a courtyard while ensuring security.Save this picture!© Daisuke ShimaSave this picture!First Floor PlanBased on these requirements, we proposed a plan with a terrace on the second floor. In a dense residential area, it is usually challenging to get an adequate amount of light on to the ground floor.Save this picture!© Daisuke ShimaSurrounding this site, there was a low-rise apartment building, and a house of the same height. Thus, we set up a terrace on the second floor and gently divided it with angled louvers to create an intermediate space that allows light and wind to pass through while shielding the view from the neighboring land. The terrace is located on the opposite side of the staircase, creating a light-pool and diffusing the reflected light from the ceiling to the first floor through the atrium.Save this picture!© Daisuke ShimaSave this picture!ElevationsIn addition, there were concerns of low ceiling heights due to the setback restriction on the site and the client’s request for the central air conditioning ducts for the entire building. Therefore, instead of installing unnecessary lighting fixtures on the ceiling, indirect lighting along the angled ceiling was used to control the atmosphere of the LDK on the second floor. This allowed the low ceilings to create a sense of openness and serenity, while providing a stable air environment throughout the seasons. In addition, the V-shaped metal plates for lighting extend over the entire second floor, giving a sense of depth to the space.Save this picture!© Daisuke ShimaThe majority of the exterior, such as the terrace louvers and garage shutters, were finished with hot-dip galvanized steel. The exterior walls are paneled with plates of the same finish, giving the building a solid appearance despite its wooden nature. During the day, the exterior wall reflects the surrounding green and artifacts, but at the night it gives a different expression. We also aimed to create an architecture that allows you to enjoy the changes in texture and the aging of materials gradually changing with time.Save this picture!© Daisuke ShimaProject gallerySee allShow lessEurope’s Brutalist Churches and Chapels, by Stefano PeregoArticlesRIBA Announces Winners of 2020 President’s Medals, World’s Best Student Architecture…Architecture News Share Save this picture!© Daisuke Shima+ 24Curated by Hana Abdel Share Manufacturers: Hansgrohe, Vectorworks, Vola, Duravit Products translation missing: en-US.post.svg.material_description Architects: CASE-REAL Area Area of this architecture project ShareFacebookTwitterPinterestWhatsappMailOrhttps://www.archdaily.com/952422/house-in-higashi-gotanda-case-real Clipboardlast_img read more

Seed Consultants Market Wrap Up 7/5/12 with Gary Wilhemi

first_img By Hoosier Ag Today – Jul 5, 2012 Facebook Twitter Previous articleNPPC, NCBA Pleased with Decision on RactopamineNext articleHouse Farm Bill Released by Ag Committee Leaders Hoosier Ag Today Home Market Market Watch Seed Consultants Market Wrap Up 7/5/12 with Gary Wilhemi SHARE FinancialEmployment report Friday AM with an expectation of 100,000 new jobs, but some see it as high as 160,000The strong dollar may be a hint as we do better than our European ancestorsCrude oil holding steady was another positive indicatorDow closed off 47 as the service sector measure was disappointingReduced Chinese, ECB and UK rates had little impact on their marketsIf the Fed is to be motivated to stimulate the economy it will take a better jobs report.Remember, the report is just one month so don’t get carried awayIMF warns the US to take proactive steps to guard against the first of the year fiscal cliff as tax cuts expire and debt deepensLivestockCattle producers have $170 per head losses in their lotsSpiraling feed costs and dried cup pastures are a deadly comboHeat beats up on meat demand as the dog days have come a month earlyFeeder cattle remain squarely in the sights of the runaway feed marketsCash hogs off $2Pork cutout toppy off $2.29 with loins down $5Super heat literarily trims the fat off animalsGrain and soybeansDecember corn ran up to $7.08, November soybeans $15.27 and September wheat $8.38Rationing will mean reduced feed usage, lower ethanol production that is currently off 5.2% from last year and exports in lesser amounts due the strong dollar.How high is high? There is no telling as the drought with 76% agricultural coverage, shows no sign of relentingThis could reach national disaster proportionsEurope is struggling to stimulate their economies and they are our best customersChina is slowing and Japan has been in the soup for yearsS American crop potential is good at the moment after having a punishing year last season.The solar conditions now look disturbingly similar to the dust bowl and that’s statistically verifiableIt is already too late to help much of our corn as it is over 50% pollinating and that’s why we are over $7 on December and stampeding higher as we had August weather in June and now its worse.Any sign of relief, and it may be cooler next week and look out, rain well that’s a different story.But, what goes up 34 in corn and 52 cents in beans one day can go down even quicker12:58pm ETDollar index up 1%Cattle feeders losing $170 per headBeef demand burnt by heatCash hogs off $2 and futures the sameRussian spring crops hit by dryness cutting exports and rising pricesDec corn has been over $7, Nov. beans above $15 and Sept wheat beyond $810:43am ETCorn and soybean usage contraction to match up with falling yields will come from reduced ethanol production, decreased feed utilization and lower exportsUkraine grain cut to 20-21 MT by weather (Most important growth area)Bulgaria has a wetter spring and production will be around 4 MTRound numbers objectives at $7 in corn, $15 beans and $8 wheatCattle lack direction and open near unchangedHeavy hog kill presses futuresDow off 77Crude oil up $ .12 at $87.17Market OutlookFinancialChina, the UK and ECB lower interest rates but markets are not motivatedDow off 55DAX down .6%Jobs report Friday with about 100,000 new additions which may be enough to bar the Fed from further easingCostco and other chain retailers post slumping JuneDollar up sharply at 82.78 with a 52 week high at 83 .54Gold and other commodities lower by $12 in gold at $1604Euro falls to 1.24Hang Sang index up .5%LivestockChoice boxes fall to $193 and $177 on selectIt was as hot around the grill as on it yesterdayCattle kill on par at 129,000Pork cutout $2.29 lower, with loin’s down $5 and hams off $3.65Hog kill up to 423,000 from 404,000 last weekNow demand will be put to a heat testGrain and soybeansThree days with high near 100 degrees in Chicago with a mild cooling coming but no meaningful rainIt is getting too late for rain to help corn that is better than 50% pollinatingWe have another month of hunting and pecking regarding crop size before the August survey estimateDollar near its one year high chokes exportsMarkets closed on the 4th reopen at 9:30 CDT this morningDelta and Southeast may get some rain in 6-10 day time frame but not much and the Midwest will maintain a dry canteenEastern Europe into Russia and vicinity is a dryness curiosityExport sales Friday AMWheat yields also suffering as September reaches $8.00November beans have $15 in its sightsDecember corn surpasses $6.73 ½ resistance and could easily go over $7 based on present crop stressSome ethanol plants are struggling to stay afloat SHARE Facebook Twitter Seed Consultants Market Wrap Up 7/5/12 with Gary Wilhemilast_img read more

What we’re reading: Congress making moves

first_imgWhat we’re reading: Chauvin found guilty in Floyd case, Xi to attend Biden’s climate change summit Neeley School professor hosting ‘Entrepreneurship Boot Camp’ Linkedin Ben Autenhttps://www.tcu360.com/author/ben-auten/ Facebook What we’re reading: Not resign worthy Ben Auten Ben Auten is a junior sports broadcasting major from Charleston, South Carolina. He is an avid sports fan; he especially loves college basketball, baseball, and soccer. + posts What we’re reading: Former Vice President dies at 93, Chad President killed on frontlines Ben Autenhttps://www.tcu360.com/author/ben-auten/ New medical school will not reserve seats for TCU students Twitter Ben Autenhttps://www.tcu360.com/author/ben-auten/ Ben Autenhttps://www.tcu360.com/author/ben-auten/ ReddIt Twitter In this Feb. 26, 2019 file photo, Senate Majority Leader Mitch McConnell, R-Ky., speaks to reporters on Capitol Hill in Washington. McConnell acknowledged Monday that opponents of President Donald Trump’s declaration of a national emergency along the U.S.-Mexico border have enough votes in the Republican-led Senate to prevail on a resolution aimed at blocking the move. McConnell, who fell in line behind Trump despite his own misgivings about the declaration, said Trump will veto the resolution and that it’s likely to be sustained in Congress. McConnell’s remarks in his home state came after fellow Kentucky Sen. Rand Paul became the latest GOP lawmaker to say he can’t go along with the White House on the emergency declaration. (AP Photo/J. Scott Applewhite) Previous articleMarathon runner attacked on Trinity TrailsNext articleHorned Frogs can’t overcome offensive woes in regular season finale Ben Auten RELATED ARTICLESMORE FROM AUTHOR Linkedin printWe’re back and we’re reading – everything from “The Associated Press” to the “New York Times.” We’re trying to help you keep up with the rapid pace of politics and everyday news. Today, we’ve got Congress expected to overturn Trump’s national emergency declaration, ‘Beverley Hills 90210’ star dead, and another star considering a run in 2020.London patient close to being second person cured of HIVA London patient has reportedly experienced sustained remission from HIV-1, according to study in the Nature Journal.According to CNN, this case comes ten years after the “Berlin patient” was the first person to be cured of the disease.“By achieving remission in a second patient using a similar approach, we have shown that the Berlin Patient was not an anomaly and that it really was the treatment approaches that eliminated HIV in these two people,” said Ravindra Gupta, lead author of the study and a professor in University College London’s Division of Infection and Immunity.HIV affects nearly 37 million people across the world and one million die from the disease each year.Congress expected to overturn Trump’s emergency declarationSenator Mitch McConnell said Monday that he could not hold off the passing of a resolution to veto President Donald Trump’s national emergency declaration.According to the New York Times, Senator McConnell is looking to delay the veto reaching the president’s desk by amending it and sending it back to the House.That is not believed to change the outcome and it is expected to be the first time since the passing of the National Emergencies Act of 1976 that Congress will overturn a national state of emergency declaration.President Trump issued this state of emergency to fulfill a campaign promise of building a wall on the southern border of the United States.Chief of Staff allegedly moved campaign contributions to private companiesSaikat Chakrabarti and New York Rep. Alexandria Ocasio-Cortez apparently funneled $885,000 from political action committees to private companies, according to the Federal Election Committee (FEC). According to Fox News, the committees and private companies were both owned by Chakrabarti in an attempt to move the money “off the books,” which is a violation of campaign finance laws. The FEC complaint states that Chakrabarti moved money from the Brand New Congress PAC and Justice Democrats PAC to Brand New Congress, LCC, which is exempt from having to record expenditures over $200.‘Beverly Hills 90210’ star dies at 52Luke Perry, who starred in Fox’s “Beverly Hills 90210” and the CW’s “Riverdale” died Monday in Los Angeles at the age of 52.Perry was hospitalized after having a stroke last week and died following complications from the stroke.According to the New York Times, the producers of “Riverdale” said in a statement, “A father figure and mentor to the show’s young cast, Luke was incredibly generous, and he infused the set with love and kindness.”Mark Cuban considering 2020 presidential runDallas Mavericks owner Mark Cuban told the New York Daily News that he would consider running for president.“It really would take the exact right set of circumstances,” Cuban said. “I haven’t decided anything yet. We’ll see what happens. It all comes down to how things play out. It’s not something I feel like I have to do.”According to USA Today, Cuban said if he did run, it would be as an independent.Cuban previously brought up the possibility in August of 2017.California sisters found safe in woodlands after being lost for nearly two daysLeia Carrico, eight, and Caroline, five, were found Monday by the Humboldt County police after spending 44 hours in the forest.According to BBC News, the sisters wandered away from home over the weekend, but survived by drinking water of huckleberry leaves and eating cereal bars they brought with them.Humboldt County Sheriff William Honsal said the girls were in “good spirits” and added that their discovery was a “miracle.”That’s all we have for today. Check back tomorrow for more. Abortion access threatened as restrictive bills make their way through Texas Legislature ReddIt Facebook Center for International Studies creates new study abroad optionlast_img read more

At least 10 citizen-journalists could die in China’s jails

first_img June 2, 2021 Find out more Receive email alerts ChinaAsia – Pacific Condemning abusesReports and statisticsProtecting journalists ImprisonedFreedom of expressionPredatorsJudicial harassment News News Follow the news on China Organisation Help by sharing this information ChinaAsia – Pacific Condemning abusesReports and statisticsProtecting journalists ImprisonedFreedom of expressionPredatorsJudicial harassment April 27, 2021 Find out more Democracies need “reciprocity mechanism” to combat propaganda by authoritarian regimes News China’s Cyber ​​Censorship Figures News RSF_en After President Xi Jinping last week gave himself the constitutional power to rule indefinitely, Reporters Without Borders (RSF) points out that more than 50 journalists and bloggers are currently jailed in China – some serving life sentences – and that ten of them could die prematurely as a result of the conditions in which they are held. China: Political commentator sentenced to eight months in prison to go further March 22, 2018 – Updated on October 28, 2019 At least 10 citizen-journalists could die in China’s jails The Chinese authorities no longer sentence press freedom defenders to death, but they deliberately mistreat them and deprive them of the medical attention they need while in prison.The Nobel peace laureate Liu Xiaobo and the dissident blogger Yang Tongyan both died last year from cancer that was left untreated in detention. Liu Xiaobo’s widow Liu Xia, who is suffering from depression and a heart condition, has been denied contact with the outside world for eight years although no charge has been brought against her.To draw the international community’s attention to the fate of journalists and bloggers imprisoned in China, RSF is publishing a list of ten leading detainees who are in danger of dying as a result of mistreatment and a lack of medical care.IlhamTohti, 48, citizen-journalistLuJianhua (Wen Yu), 57, political commentatorZhang Haitao, 46, political commentatorYiu Mantin (Yao Wentian), 73, publisherWuGan, 44, bloggerLu Yuyu, 38 ans, journaliste-citoyen Huang Qi, 54, journalist, recipient of the 2004 RSF Press Freedom Prize GuiMinhai (Michael Gui), 53, Chinese-born Swedish publisherLiu Feiyue, 47 ans, journaliste Zhen Jianghua (Guests Zhen), 32, journalist March 12, 2021 Find out morelast_img read more

Leading the Field

first_img Although the humble Californian would be the last person to call himself a kingpin, Keith Guenther certainly fits the description in more ways than one. First, he’s the founder, CEO, and central figure of U.S. Real Estate Services, better known as USRES, a national real estate service provider offering REO disposition, valuation services, and technology products. He’s also been a legitimate bowler since he was 10 years old, having at one point in his young adult life even considered going professional.But there are still more parallels between Guenther’s participation in sports and his business success; namely, the ability to balance individual with team performances, the wisdom and judgment of a seasoned coach, and the enjoyment of incredible staying power over the decades (not unlike bowling itself)—this year USRES celebrates its 25th anniversary.REO disposition, valuation services, and technology products have been around for a long time, and aren’t going anywhere. In fact, one could argue there’s nothing radical about the nuts and bolts of what USRES does—and Guenther would probably be the first person to admit that. What makes USRES special is not what its business is, but rather how it does business.In an industry notorious for its ups and downs, Guenther has expertly leveraged a trifecta of qualities to help his company weather the real estate storm cycles. He’s a keen observer and listens well to his clients’ requests. He trusts his employees to do what they need to do, when they need to do it. And he’s not afraid to take a less-than-common route if it’s the right thing to do for his business and the industry. More importantly, however, he’s done an impressive job of passing these lessons on to his team.GETTING INTO THE GAMEA near ringer for actor Sam Elliott in his Conagher days (with a matching mustache, to boot), Guenther founded USRES in 1992. At that time, rising interest rates, overdevelopment in commercial real estate, deregulation of savings and loan lending standards, and reduction in capital reserve requirements had converged. The United States was in the throes of the early 1990s recession, and multiple industries were reeling from the savings and loan crisis and accompanying real estate market slowdown. The Resolution Trust Corporation (RTC), created specifically to clean up the S&L mess, closed or resolved more than 700 savings and loans institutions between 1989 and 1995. Additionally, by 1991, construction on new homes had plummeted to its lowest rate since World War II. New construction prices had also fallen, and it would take six years for above-inflationary growth to return them to normal.Having been in the real estate industry for years, Guenther had already served time as an agent and managed offices, including a real estate office for major industry player Tarbell. But it wasn’t until a conversation with a fellow broker that the idea occurred to him to start his own enterprise. The industry buzz was that there was a need for real estate agents to help with the valuation side of things, and then, later on, with disposition. Guenther explains that the real estate market runs in 10-year cycles, and that he and others could see the savings and loan “debacle” coming based on what they’d experienced in the ’80s. Ultimately, he took the plunge. “We started with the savings and loan problem, the RTC auctions and all of that property,” he explained. “A lot of people didn’t understand what short sales were, which we were doing some of at the time, in the very beginning, so they said there was a need for companies like that. But this was all new. Obviously there had been REOs forever, but it was always in small pockets here and there, and there were certain agents that did it. It wasn’t nearly as large of an industry back then.”UPDATING THE TECHNOLOGYUSRES began making a name for itself in BPOs, appraisals, REO disposition, and default valuations in Southern California in its early years. But even as USRES was taking off, the industry’s technology, or lack thereof, was a major limiting factor. Guenther describes the landscape in the 1990s and even early 2000s as being in dire need of standardization and general organization. At that time, there were no widely accessible databases for listing real estate agents and other service providers crucial to the business, so Guenther began building his own.“Probably, if there’s anything that I’d say we led with, [it] was the technology,” he says. “When we started building all the technology that later became RES.NET, it was all for ourselves, because I realized there was no way we were going to be able to do all of this without having all of these databases, having all of this information,” he said. “I’m not a big tech guy, but it made sense. And it all just grew from there.”An online platform that can be used by agents, servicers, vendors, and consumers,RES.NET is a wholly owned subsidiary of USRES and was built to streamline all processes related to asset handling. Launched in 2003, RES.NET makes connecting, communicating, document trafficking, and report generation possible for users, with different levels of registration and access, depending on the user’s role. Appraisers, title companies, and eviction companies can register for free in order to receive business from others in the RES.NET community. Agents can choose from three subscriptions with varying degrees of resources and benefits, such as the ability to submit offers, add short sales, complete BPOs, manage properties, communicate with consumers, and store documents, task their own brokers or assistants, and even gain exposure to more than 140 servicers. They say timing is everything, and there’s no denying Guenther’s timing with RES.NET was perfect—industry demand was high and the internet was catching on like wildfire. (The percentage of American adults using the internet climbed from 52 percent in 2000 to 61 percent by 2003, the year USRES unveiled its technology solution.) “I always knew the need was there,” he said confidently.But aside from the monumental task of creating RES.NET in the first place, another challenge Guenther points out came in the form of standardization. What should be included on a BPO form? Should lots be described in terms of square footage or acreages? These and countless others were among the questions Guenther and his team had to resolve to bring RES.NET to life.“In those days, it was all faxing this and faxing that—you could barely read it. And how did you standardize what they would send you and the quality of what they send you?” Guenther noted. “We worked very diligently to do that. Unlike with appraisers, there has always been a standard for all of it, but with BPOs, it was the back of a piece of paper to just a few comps to whatever, and we just standardized that.”More than merely getting RES.NET off the ground, Guenther and his team—which currently numbers 100 employees across both the USRES and RES.NET sides—were formulating a better way to do business, dictating how processes would be carried out in the business moving forward, essentially shaping their industry. Not too bad for someone who’s “not a big tech guy.”And although RES.NET may have come second, it’s now one of USRES’ primary differentiators. Guenther credits the control his business has over the technology as being key, specifically the ability to update the software to include whatever they want, as frequently as they want. “We built an enterprise system, meaning it changes, week in, week out, month in, month out. So you’re not buying a software that’s going to get outdated,” he says.The CEO explains that clients’ needs and wants are all heard and recorded, and when RES.NET sees trends forming, those dictate the next round of upgrades. To build out major changes, such as new modules, Guenther says his company does some back and forth with clients who essentially agree to sponsor the work. The client provides data and intellectual property, RES.NET leverages said data to build a finished product that meets the client’s needs, and everyone wins.WORKING AS A TRUSTed TEAMThe process for evolving RES.NET is just one example of how the team’s ability to learn from their efforts and listen to a client serves them well. It’s an aptitude that comes naturally to Guenther and one he’s worked hard to instill in his staff. “We go in as a company and say, ‘Here’s what we do, what else do you need done? How can we fix those holes that you have with the expertise we provide?’” he explains.CFO Michael Bull is quick to point out, however, that just because technology plays such an important role in the business these days, USRES still practices human-to-human interaction at every opportunity. “Nowadays, it’s so easy to send an email and only work by emails,” he said. “A lot of us who grew up in this company realize that and know how important that still is.”It’s a perspective that’s also shared by Angela Hurst, SVP of Strategy and Development. “It’s a delight to be able to work with customers, to work with prospects and truly sit down with them … and say, ‘What is it you need? What is it you want?’ If one customer’s having a hard time, chances are, that’s a pain point with several other customers.” However, Hurst points out that it isn’t her job to always say yes. In fact, she says no a lot, which she says is never fun. “But I find that clients are so appreciative of being asked. … [the] mutual respect I think is put in place, because I think therein lies integrity. … [and] without integrity, it doesn’t matter what kind of product you have if you lack that.”This mindset among the leadership team was born of USRES’ beginnings as a service provider, a business type that undeniably lives or dies by the quality of care it can deliver to clients. Eventually, after USRES had an actual product to offer in the shape of RES.NET, that same “customer-comes-first” mentality survived and spread into every aspect of how the company does business. It’s why a number of their clients have been with them for 15, even 20 years.Guenther calls building that kind of client loyalty a “lost art.” He insisted, “You need to find out what is [the client’s] pain point? Because if you can fix that, then you become a partner. Once you become a partner, then you have open communication with your client. Then it’s very easy to grow and know: What direction do I go in? What products? Listen. The client will tell you.”Rida Sharaf, SVP of USRES Operations, said, “We’ve always run the company with a ‘mom-and-pop’ type of feel. Our clients always have access to us. If the client doesn’t wish to go through an automated call center, we will make it so. So customer service is still paramount.”The fact that USRES’ employees have so capably picked up Guenther’s customer service torch and ran with it says a lot not only about their skills, but also about the CEO’s leadership style. In many ways, Guenther’s staff members paint him as their big-hearted coach, a veteran leader who encourages his team to cultivate their own problem-solving skills and who generally supports their game-time decisions. Sharaf stated, “We have a very unique management hierarchy, which enables all of us business unit leaders to really put forth honest input without fear of being labeled as someone who’s nonconformist. So we’re able to be very creative, and you know, credit given to our CEO, he puts a lot of trust in us and he sometimes will allow us to make the decision that we think is the most prudent.”This trust encourages staff to leverage their collective brainpower and experience. Guenther says he believes this helps the employees feel like they’re integral to the company, which fosters ownership in their actions that fosters a deep sense of caring.“As companies grow, you have to let go,” explained Guenther, a father to five and grandfather to seven. “I’m a sports guy, so I take a lot from coaching. I can’t play the game when I’m coaching. My job is to be able to get the right people to do it.” He continued, “I think my style, more than anything, is to stay away from cloning myself. A lot of people I know, who have been in the industry, they want to have likeminded people because they feel like a team. I do pretty much the opposite. I want to get people who see things differently than I do.”NEXT QUARTER AND BEYONDIn addition to really hearing clients and fostering a culture of empowerment among the entire staff, USRES’ willingness to adapt to the economic times has granted the company admirable longevity. The company experienced rapid growth in 2006 and 2007, totaling more than 300 employees at one point to keep up with demands that were increasing as the housing bubble began to deflate. By then, the reputation USRES had built for itself over the past decade, along with the healthy client relationships and their new technology, RES.NET, positioned them well for business.Guenther says the next bubble is coming, although it won’t be anything like the last one the country saw. And until the next wave of REOs arrives, he’s looking to add more products to RES.NET. Rob Pajon, SVP of Marketing and Product Development, said USRES recently launched a valuations portal. But what he’s most excited about is RES.NET’s forthcoming product called PropertyCure. Designed to solve issues of workflow fragmentation, PropertyCure will ultimately provide clients with a new dashboard from which they can enjoy an overview of their property preservation and claims processes. Pajon explained that historically the databases, image repositories, vendor management systems, and others used by clients don’t communicate well with one another. Hence, the need for multiple portals within RES.NET. But this will all be improved with PropertyCure’s implementation—it will go live with select clients by the end of July.Pajon said relationships with hedge funds and investors in the Wall Street space will be another focus for the company in the days ahead. “[They’ve] become more of the end decision-maker,” he said, explaining that right now he sees these industry influencers trying to acquire nonperforming loans, meaning they’re in need of good valuations to ensure they’re getting a good return on the investment. Pajon also points out rental prices are currently high, so the company is training all its agents how to do rental analysis reports in an effort to offer additional value to their clients.Suffice it to say, no matter what USRES has to weather in the future, Guenther and his team will continue to trust one another, to uncover clients’ pain points and, well, maybe even invent a new way of doing things, if that’s what the climate of the industry demands. “We listen and we come up with solutions,” Guenther said. “Whether it’s by hand or technology, you’ve got to be able to do it differently.” Major points, Coach. Demand Propels Home Prices Upward 2 days ago Keith Guenther REO RES.NET 2017-07-04 Marie Look Tagged with: Keith Guenther REO RES.NET Related Articles The Week Ahead: Nearing the Forbearance Exit 2 days ago in Daily Dose, Featured, Foreclosure, Headlines, News, Print Features, REO, Technology The Best Markets For Residential Property Investors 2 days ago About Author: Marie Look Servicers Navigate the Post-Pandemic World 2 days ago Marie Look is a writer and editor specializing in technology and luxury lifestyle content. She’s worked with print and digital publications across the country, and was the founding editor-in-chief of Modern Luxury Scottsdale magazine. Most recently, she built content teams for two West Coast technology startups. Sign up for DS News Daily Previous: They Don’t Spend Like They Used to Next: Strangled by Restriction—Effects of Disastrous Appraisal Training Mandates Leading the Field Servicers Navigate the Post-Pandemic World 2 days ago Governmental Measures Target Expanded Access to Affordable Housing 2 days ago Data Provider Black Knight to Acquire Top of Mind 2 days ago Share Save Governmental Measures Target Expanded Access to Affordable Housing 2 days ago Home / Daily Dose / Leading the Field July 4, 2017 1,972 Views The Best Markets For Residential Property Investors 2 days ago Demand Propels Home Prices Upward 2 days ago  Print This Post Data Provider Black Knight to Acquire Top of Mind 2 days ago Subscribelast_img read more

Media Promoting Communal Attitude Is Against Diversity & Harmony Of Our Country: Justice K M Joseph

first_imgTop StoriesMedia Promoting Communal Attitude Is Against Diversity & Harmony Of Our Country: Justice K M Joseph LIVELAW NEWS NETWORK15 Sep 2020 7:26 AMShare This – xDuring the hearing of the case in the Supreme Court against Sudarshan TV News show on Muslims clearing the UPSC exam, Justice K M Joseph observed that media promoting communal attitude was against the diversity and harmony of our country.Justice Joseph, sharing the bench with the presiding judge Justice D Y Chandrachud and Justice Indu Malhotra, referred to the Programme Code framed by…Your free access to Live Law has expiredTo read the article, get a premium account.Your Subscription Supports Independent JournalismSubscription starts from ₹ 599+GST (For 6 Months)View PlansPremium account gives you:Unlimited access to Live Law Archives, Weekly/Monthly Digest, Exclusive Notifications, Comments.Reading experience of Ad Free Version, Petition Copies, Judgement/Order Copies.Subscribe NowAlready a subscriber?LoginDuring the hearing of the case in the Supreme Court against Sudarshan TV News show on Muslims clearing the UPSC exam, Justice K M Joseph observed that media promoting communal attitude was against the diversity and harmony of our country.Justice Joseph, sharing the bench with the presiding judge Justice D Y Chandrachud and Justice Indu Malhotra, referred to the Programme Code framed by the Ministry of Information and Broadcasting under the Cable TV Networks (Regulation) Act 1994.Clause 6(c) of the programme code prohibited the transmission of programs “Contains attack on religions or communities or visuals or words contemptuous of religious groups or which promote communal attitudes”When Shyam Divan, Senior Advocate appearing for the Sudarshan News TV channel, denied that the controversial show was vilifying or targeting Muslims and claimed that the show was part of “investigative journalism”, Justice Joseph invited his attention to the phrase “promote communal attitudes” in the Code.”Media cannot promote communal attitude. That is against the diversity and harmony of our country”, he told Mr. Divan.Justice Joseph also highlighted the submissions made by the intervenors that the show had factually incorrect statements such as Muslims had a higher upper-age limit and more attempts for the UPSC exam when compared to others.When the Solicitor General, Tushar Mehta, submitted that there are statutory authorities under the Cable TV Act to deal with the violations, Justice Joseph said, “the damage will be irreversible” – hinting that the Court cannot afford to wait for the statutory authorities to act against the program.’This Is So Insidious. Can This Be Tolerated In A Free Society?’: Justice Chandrachud On Sudarshan TV’s “UPSC Jihad” ShowDuring the beginning of the hearing, Justice Joseph spoke about the need to bring transparency in the ownership pattern of the media houses.”I feel we should have a system for visual model as to who owns what website. Second there should be the revenue model for access. This information should be available for public access”, he said.He also commented it was unfair that some media channels muted the speakers when they spoke against the anchor.After the elaborate hearing, the SC passed an order restraining the telecast of remaining episodes of the ‘Bol Bindas’ show, making a prima facie observation that “the object, intent and purpose of the program is to vilify the Muslim community with an insidious attempt to portray them as part of a conspiracy to infiltrate the civil services”J Chandrachud : When you say students of Jamia are part of a conspiracy to infiltrate civil services, that is not permissible. You cannot target one community and brand them a particular manner.J Joseph quips in : That too by making factually incorrect statements.— Live Law (@LiveLawIndia) September 15, 2020 J Chandrachud : As a Supreme Court of the nation we cannot allow you to say that Muslims are infiltrating civil services. You cannot say that the journalist has absolute freedom doing this.#SudarshanNews#SureshChavhanke— Live Law (@LiveLawIndia) September 15, 2020 Subscribe to LiveLaw, enjoy Ad free version and other unlimited features, just INR 599 Click here to Subscribe. All payment options available.loading….Next Storylast_img read more

“Perversity Requiring Correction”: P&H HC Sets Aside Trial Court’s Order Denying Children Custody To Mother Relying On Infidelity Allegations

first_imgNews Updates”Perversity Requiring Correction”: P&H HC Sets Aside Trial Court’s Order Denying Children Custody To Mother Relying On Infidelity Allegations Sparsh Upadhyay3 April 2021 12:25 AMShare This – xThe Punjab and Haryana High Court last week set aside a Trial Court’s Order by which the custody of the children was denied to the Mother by relying on allegations of infidelity levelled against her. The Bench of Justice Sudhir Mittal observed that in view of Section 17 of the Guardian Act as well as Section 13 of the Minority Act, the welfare of the minor is the paramount consideration…Your free access to Live Law has expiredTo read the article, get a premium account.Your Subscription Supports Independent JournalismSubscription starts from ₹ 599+GST (For 6 Months)View PlansPremium account gives you:Unlimited access to Live Law Archives, Weekly/Monthly Digest, Exclusive Notifications, Comments.Reading experience of Ad Free Version, Petition Copies, Judgement/Order Copies.Subscribe NowAlready a subscriber?LoginThe Punjab and Haryana High Court last week set aside a Trial Court’s Order by which the custody of the children was denied to the Mother by relying on allegations of infidelity levelled against her. The Bench of Justice Sudhir Mittal observed that in view of Section 17 of the Guardian Act as well as Section 13 of the Minority Act, the welfare of the minor is the paramount consideration to be kept in mind by the Court while appointing a guardian.The Bench also observed,”Children are innocence personified. For their ideal development, it is essential that the period of innocence be cherished and protected. This, however, remains a pipe-dream where parents clash..” Facts in brief The marriage between the parties was solemnized on 03rd May 2008 and a male child namely Lakshin was born on 16th July 2009 (presently 11 and a half years old) and a female child namely Tiana was born on 13th March 2017 (about 04 years old). The parents/parties got separated on 16th February 2019 and the wife alleged that she had been thrown out and was not permitted to take the children along with her, whereas the husband alleged that she had deserted the family. Wife-Mother preferred a petition under Sections 7, 10 & 25 of the Guardians and Wards Act, 1890 in May 2019, in which an application under Section 12 thereof had been filed for grant of interim custody. The said application was rejected vide impugned order dated 05th February 2020, however, she was permitted to meet the minor children. Amicus curiae’s report Court had appointed an Amicus Curiae, who, in his report submitted that the children miss their mother’s company and that Lakshin, being older in age, was being indoctrinated against his mother. Despite the same, he was keen on meeting his mother and enjoyed her company. Court’s observations The Court noted that allegations and counter-allegations were made by both parties. In her petition for guardianship, the petitioner-Wife/mother pleaded that the respondent-Husband/Father is a perverted person. In the reply filed by the respondent, he claimed that the Petitioner-Wife/Mother is over-sexed and has extramarital relations and that she was not possessed of means to bring up the children. However, the Court noted that the allegations made by either side couldn’t be taken into consideration at the instant stage as they have not been proved through evidence. Further, the Court noted, “The learned trial Court was correct in observing so while passing the impugned order but apparently it has still been influenced by the allegations made against the mother which is a perversity requiring correction.” Also, taking into account the qualifications of Mother, the Court noted that she is a well-educated and qualified lady and that she possesses means to maintain her children. Further, in view of the detailed report of the learned Amicus Curiae, the Court concluded that the best interests of the children lie in the custody of their mother. Consequently, the Court directed, “Tiana is under 05 years of age and in view of Section 6(a) of the Minority Act, her best interests would definitely be served in the custody of the mother. Lakshin cannot be separated from his sister as the same would traumatize both of them.” Thus, the impugned order passed by the trial Court was set aside and it was directed that the custody of the minor children be transferred to the petitioner within 07 days. The respondent has been given visitation rights on 1st and 3rd Saturday of every month between 3.00 pm to 5.00 pm at the residence of the petitioner and in her presence. Case title – Megha Sood v. Amit Sood [Civil Revision No.1402 of 2020 (O&M)] Click Here To Download OrderRead OrderNext Storylast_img read more

Up to scratch?

first_imgNottingham Occupational Health puts its quality of service to the test withthe Parasuraman’s Servqual tool.  ByLesley Baxter Are you providing an excellent quality of service for your occupationalhealth clients? The Servqual tool proved a useful way to explore the quality ofservice provided by an OH department, and highlighted areas that could beimproved to increase customer satisfaction. Nottingham Occupational Health (OH), which looks after the hospital and theuniversity, decided to measure the quality of service being offered to OHclients by using Parasuraman’s Servqual model of service quality.1 Customer satisfaction and service quality (SQ) has been studied since theearly 1980s,2 and until recently, private retail industries were the mainfocus.3,4,5,6 Further research in the late 1990s related to the public service sector,7,8,9 and subsequent research within healthcare settings is demonstrated in theliterature. 10,11,12,13 Despite this improved measurement of customer satisfaction from a patient’sperspective, there is still a dearth of research in the occupational health(OH) setting related to this topic.14 Measurement of service quality The Servqual model addresses five aspects (or dimensions) of SQ ofimportance to the customer (see box below). The Servqual instrument comprises 22 statements used to assess SQ across thefive dimensions, with each statement used twice: once to measure expectations,and once to measure perceptions.7 Although the Servqual model has been heavily criticised and debated for mostof the 1990s, it still dominates as a reliable and valid SQ measure. Although Servqual has been successfully applied within a variety of privateand public sector settings, very little evidence exists of its use in an OHsetting. However, its benefits have been recognised, and consequently it may beof great interest to the occupational health community if it proves to be avaluable measure of SQ. Study implementation Due to the size and diversity of our OH client base, it was decided toconcentrate this study on the population of one NHS hospital (approx. 8,000staff), half of whom attended the OH department over one year (October2001-2002). Through a process of systematic sampling, 400 questionnaires weredistributed to the randomly selected subjects. Thirty were returned undeliveredand 115 were returned for analysis. Of the sample group targeted, 18 per cent were male and 82 per cent werefemale. This is not unusual, considering that the majority of participants holdjobs that remain predominantly female-orientated. The mean age was 35. It was useful to note (Figure 1, page 25) the fairly even response rateacross the range of healthcare professionals, which indicates that all workersare interested in having their opinions considered, and that the less academicstill found the questionnaire easy to attempt. Figure 2 (page 25) shows the health professional within the OH departmentthat the respondent saw at the time of their visit. The number seen by an OHnurse is higher than any of the other categories, and this has a bearing onfuture education and training priorities. Findings Table 1 (page 26) shows the questions asked and the five dimensions thateach item belongs to. The expectation section shows what the customers of theNHS OH department would expect to encounter, and the perception section showswhat their perceptions of the department were after their experience. It isclear that what the customer expected and what they received was notdissimilar, but overall, the service provided was below their expectations. Table 2 (page 26) demonstrates that the SQ areas of reliability andassurance were equally the most important, with responsiveness and empathy ajoint second, while tangibility (appearance) was the least important factor forcustomers. Having identified what the customers think are the most important aspects ofSQ, Table 3 (see page 27) shows whether the OH department is meeting therequirements of the customers. It compares their perceptions of the servicereceived and their ranking in importance of the five quality aspects. As the perceptions section and the ranked statements section were separateentities within the collected data, it proved difficult to compare with anycertainty whether or not the department is meeting the SQ needs of the customerin accordance with what they consider important. However, it is evident thatperceptions of the service are positive, and in the areas of reliability andassurance (the two most important features for customers), it seems the serviceis delivering according to expectations. Further breakdown of the questionnaires revealed some interesting findings.The admin and clerical staff scored the lowest for satisfaction, but there isno real evidence why this may be so. But the author notes that although theadministration and clerical staff attend the OH service for routine healthscreening, they rarely require health surveillance intervention, advice or careafter, for example, a needle-stick injury. Perhaps this more personalised care is what slightly improves satisfactionscoring among the other job category respondents. There was no dissatisfactiontowards any particular aspect of the service, although there was a slightlyhigher overall satisfaction rate in attendees for immunisation and healthscreening, as opposed to referral by manager, nurse advice or counselling. Itis evident from the data displayed in Table 1 (left) that workers’ perceptionsof the ‘tangibility’ element of SQ within the OH department scored slightlylower than other aspects of service quality. This correlates with the fact thatthe OH department is old and requires some modifications. The OH department’s opening hours are 8.30am to 5pm. Qualified nurses’perceptions of the OH department’s opening hours were compared with the viewsof the admin and clerical category (who mainly work within normal workinghours). The qualified nurses remain satisfied, as do the admin and clericalstaff, and while there is slightly more satisfaction among workers with normalworking hours, there is no great difference in the two opposing job categories.Discussion The results show that it is possible to adapt a standard SQ tool (Servqual)and apply it within an OH setting. There was a concern that the questionnaire may appear too complicated, but91 per cent of the respondents completed all three sections. Overall, staff satisfaction scores were between five and six, which showssatisfaction with the service, although it did not quite meet staffexpectations of an OH service. Following consideration of the findings, anumber of changes have been implemented. While it is vital to remain fullystaffed during normal daytime hours, work is underway to take the service tothe user. For example, more screening and health surveillance programmes arebeing set up in the ward areas to improve staff morale and increase the ease ofaccess to our OH service. Monthly nurse meetings have been set up covering a variety of topics, toallow as many staff as possible to attend (admin staff and doctors are alsofree to attend if the subject is of interest to them). The department has beendecorated, areas re-carpeted and plants purchased to make it more visuallyappealing. A process of benchmarking will allow a long-term view of how the OH serviceis performing, which will be far more valuable than one set of data. It willenable the identification of the impact of positive and negative changes, anddetermine future plans for the benefit of the OH service and its customers. Further adaptations to the Servqual tool, for use in the OH setting, would meanconsidering a more statistically robust method for gathering data whencomparing staff perceptions of service quality and the ranking of importantaspects. This would more effectively demonstrate whether staff believe there isa provision of an excellent service in the areas they find most important. Theapplication of the adapted tool within another OH setting would also be useful,as it would start the process of external benchmarking of similar data andwould help establish whether the tool can be replicated with reliability andvalidity. Conclusion Continually monitoring and improving the OH service will ensure theattainment of excellence and provision of a high quality service to the staff,contributing significantly to their health, safety and well-being. With foresight and slight adaptations, tools such as Servqual can beextremely valuable in the field of healthcare, and certainly in an OH settingwhere the emphasis is on income generation, business needs and value for money.It is important to note that the response rate of the questionnaires is only 31per cent, so care must be taken not to read too much into the data as thelarger number of non-responders may have a different view to the responders.The rate of response in each category is also too low to make a meaningfulcomparison of their satisfaction level. However, this tool could be easilyreplicated in another OH department and used internally as a means forimproving the OH service and proving its worth. Following this study, we have implemented a number of changes and plan toreplicate the study. There are also plans to modify the questionnaire andtarget the management population to ascertain their views of the service. If the ‘quality’ message is not heeded by our organisations, and other morequality-focused organisations enter the marketplace, our business might not beas secure as it has been in the past.15 Lesley Baxter is an OH adviser at Nottingham Occupational Healthdepartment References1. Refinement and reassessment of the SERVQUAL scale – Parasuraman A, BerryLL and Zeithaml VA, 1991, Journal of Retailing, 67(4), pp420-451 2. Improving the quality of services marketing: service (re) design is thecritical link – Ballantyne D, Christopher M and Payne A (1997) Advances inrelationship marketing (2nd edition), London: Kogan Page Ltd, pp183-198 3. Another look into the agenda of customer satisfaction: focusing onservice providers’ own and perceived viewpoints – Athanassopoulos AD, 1997,International Journal of Bank Marketing, 15(7), pp264-278 4. ‘Interrogating Servqual: a critical assessment of service qualitymeasurement in a high street retail bank’ – Newman K, 2001, InternationalJournal of Bank Marketing, 19(3), pp126-139 5. Understanding customer satisfaction – a UK food industry case study –Adebanjo D, 2001, British Food Journal, 103(1), pp36-45 6. Customer satisfaction – lip service or management tool? – Broetzmann SM,Kemp J, Rossano M and Marwaha J, 1995, Managing Service Quality, 5(2), pp13-18 7. Using SERVQUAL to assess customer satisfaction with public sectorservices – Wisniewski M, 2001, Managing Service Quality, 11(6), pp380-388 8. Continuous improvement in public services: a way forward – Curry A andHerbert D, 1998, Managing Service Quality, 8(5), pp339-349 9. Service improvements in public services using Servqual – Brysland A andCurry A, 2001, Managing Service Quality, 11(6), pp389-401 10. Measuring customer satisfaction: how do you measure customersatisfaction? – Zimmer-man PG, 1998, Journal of Emergency Nursing, 24(3),pp269-271 11. The service quality approach to developing user satisfaction tools –Roberts P, 1998, Nurse Researcher, 5(3), pp43-50 12. Measuring service quality at a university health clinic – Anderson EA,1995, International Journal of Health Care Quality Assurance, 8(2), pp32-37 13. Patient perceptions of service quality: combining the dimensions –Carman JM, 2000, Journal of Management in Medicine, 14(5/6), pp339-356 14. Client Satisfaction with Nursing Services: Evaluation in an occupationalhealth setting – Mitchell R, Leanna JC and Hyde R, 1999, AAOHN Journal, 47(2),pp74-79 15. Quality – why do organisations still continue to get it wrong? – DaleBG, van der Wiele A and Williams ART, 2001, Managing Service Quality, 11(4),pp241-248 16. Evaluation, quality assurance, quality improvement and research –Verbeek J, Hushof C and van der Weide W, 1999, Evaluation in OccupationalHealth Practice, Oxford: Butterworth-Heinemann, pp21-37 17. Quality and audit in occupational health nursing – Maynard L, 2002,Occupational Health Nursing (2nd Edition), London, Whurr Publishers Ltd,pp157-175 Measure of service quality– Tangibles – physical facilities,equipment and appearance of personnel– Reliability – ability to perform the promised servicedependably and accurately– Responsiveness – willingness to help customers and provideprompt service– Assurance – knowledge and courtesy of employees and theirability to inspire trust       andconfidence– Empathy – caring, individualised attention the firm providesto its customers Related posts:No related photos. Up to scratch?On 1 Mar 2004 in Personnel Today Previous Article Next Article Comments are closed. last_img read more