As discussed in the lecture and textbook reading, the 1990s elicited extreme opinions and political disagreement on a host of domestic social and economic issues. This week’s Document Discussion Board will give you a chance to delve into different perspectives of what Pat Buchanan called the “Culture War for the Soul of America.” Before posting, please make sure you have read the introduction to the documents below, reviewed the Domestic Tranquility? and New Political Order pages in the lecture, and have read Chapter 12 in Building the American Republic. This background information is required – you will have trouble fully understanding and analyzing the documents without this information. While the Republicans drew closer to their right wing in the 1990s, the next three documents show the orientation of the Democratic Party and how “New Democrats” like Clinton played to the center – and in some cases, stole pages out of the Republican playbook. Finally, Al Gore in his 1996 Democratic Convention speech shows again the centrist message of the New Democrats of the 1990s. When listing the accomplishments of Clinton’s first term in office, Gore celebrates a smaller deficit, “leaner” government, and trade in language more reminiscent of his Republican opponents than the New Deal/Great Society Democrats of previous decades. Gore does emphasize how Clinton and the Democrats have protected the environment and supported everyday Americans, but nowhere to be found is the expansive social liberalism we associate with Democrats today. Directions: For this assignment students must choose a document from the list below (Already Chosen) and write an Initial Post describing and analyzing the document.

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DESCRIPTION-
As discussed in the lecture and textbook reading, the 1990s elicited extreme opinions and political disagreement on a host of domestic social and economic issues. This week’s Document Discussion Board will give you a chance to delve into different perspectives of what Pat Buchanan called the “Culture War for the Soul of America.” Before posting, please make sure you have read the introduction to the documents below, reviewed the Domestic Tranquility? and New Political Order pages in the lecture, and have read Chapter 12 in Building the American Republic. This background information is required – you will have trouble fully understanding and analyzing the documents without this information.
While the Republicans drew closer to their right wing in the 1990s, the next three documents show the orientation of the Democratic Party and how “New Democrats” like Clinton played to the center – and in some cases, stole pages out of the Republican playbook. Finally, Al Gore in his 1996 Democratic Convention speech shows again the centrist message of the New Democrats of the 1990s. When listing the accomplishments of Clinton’s first term in office, Gore celebrates a smaller deficit, “leaner” government, and trade in language more reminiscent of his Republican opponents than the New Deal/Great Society Democrats of previous decades. Gore does emphasize how Clinton and the Democrats have protected the environment and supported everyday Americans, but nowhere to be found is the expansive social liberalism we associate with Democrats today.
Directions:
For this assignment students must choose a document from the list below (Already Chosen) and write an Initial Post describing and analyzing the document.

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Hi Danielle,

This assignment is for you to choose the topic, give your research question, and the thesis statement for the Week 8 Final Project Presentation. Please review the assignment instructions, include those three things, using the thesis generator tool to help you write the thesis statement (one, single sentence). Message me with any questions.

Submitted Text (Instructor comments are highlighted in yellow)

STUDENT RETENTION IN COLLEGE

Danielle Murray

APUS COLL 100 B027

Date: OCT. 25, 2015

Topic: Student retention and effective strategies for promoting personal success in college.

Question:  Today’s first time university students appear to be less prepared, carrying more emotional baggage than their counterparts and they have a different set of expectations compared to previous students (Swail, 2006) . As a result, universities have been having a harder time retaining students up to completion. Every student lost represents a financial loss for universities and colleges in a variety of revenue streams. Hence universities need to carry our inquiries as to why students fail to complete their programs and find solutions to mitigate this problem. The poignant question then is, “What are the main reasons why students leave universities without completing their courses?”

Answer:  The three main reasons that cause students to leave universities are Academic difficulty, Financial Difficulties and Family reasons, but universities are addressing these problems using various approaches in order to reduce the number of leaving students.

A typical university earns a lot of money from a single student via many revenue paths. This includes tuition fees, income from book purchases and associated services, housing as well as revenue from alumni associations’ contributions. Furthermore, students who drop out of the university lose too. Apart from losing their financial investment, studies have shown that students who complete college education report better quality of life for themselves as well as their children, better job satisfaction, higher incomes, and higher general indicators of happiness compared to their counterparts. In response, universities usually have departments of student retention, whose main mandate is to calculate annual retention rates, conducts surveys and interviews among students to find out levels of student satisfaction, and find out the trends and characteristics that define the students who leave before their due time. With these facts in hand, universities can then get a clear picture about the state of education in their institutions, identify students likely to default on their studies and implement measures that support and encourage these students to finish.

Strategies for Promoting Personal Success in University

Universities have implemented various strategies in order to maintain student retention at acceptable rates in line with institutional policy as well as in comparison to their peers. Research indicates that successful retention programs involve partnerships between academic and student affairs, multi-functional collaborations, and responsive departments or units. They strive to create an academically, socially, and emotionally conducive environment for students to create the best probabilities for their completion. However, in addition to the university administration’s efforts, the individual in campus is personally obligated to ensure their success. By adopting a go-getter and I-will-make-it-attitude, they are able to persevere through the academic and social challenges that face the average university student (Utah State University, 2010).

Every student should give special attention to their GPA scores at the end of each semester and ensure that they are acceptable. They should be effective managers of their time, ensuring that they set aside ample time for study and academic review. Universities have various programs that are designed to intervene in student’s welfare, academically and socially. This includes tutor programs, student counseling as well as financial aid programs that are designed to mitigate the main reasons of student drop-out. Students should take advantage of these programs to address the problems that are bothering them and hindering their academic efficiency. Befriending their professors as well as their tutors has been proven to be an effective strategy. Conversations with these people may provide insights into the academic work that may be omitted when the tutors are teaching in a group setting thus enhancing understanding, and increasing the probability for the occurrence of light bulb moments when facing academic challenges.

In conclusion, the students and the university administration have to work together in order to improve retention rates for the institution as well as ensure personal success on the part of the student.

References

Swail, W. S. (2006). Seven Guiding Questions for Student Retention. Retention 2006. Las Vegas, Nevada: Education Policy Institute.

Utah State University. (2010). Retetnion and Student Success: Frequently Asked Questions. Retrieved from Utah State University: https:// DetailsOpen DateOct 5, 2015 12:00 AMGraded?YesPoints Possible5.0Resubmissions Allowed?YesRemaining Submissions1Assignment InstructionsAssignment InstructionsThe culminating activity for this class is to write and submit a research project. You will be working on this project all through this course building research skills and content one step at a time. To get started, please review the following list of topics and select one you might like to use as the topic of your final paper. Please keep in mind that any topic you choose must be approved by the instructor and must deal with learning in some form or fashion. In addition: you may NOT use this presentation for any other class. Using this presentation for any other class is a form of academic dishonesty.

The project is to fully address one of the topics below. The presentation modality will dictate some of the project’s structure. We will explore presentation modalities in Week 3, so it is not important to know your modality now.

Your task:

  • Write your topic choice in the text box below.
  • Write a question that will drive your thinking and research on the topic.
  • Answer the question in one, declarative sentence (Tip: the ANSWER to your question is what you will write about in your research project. You will support or refute your topic through research. Also, visit Thesis Creator website: http://johnmcgarvey.com/apworld/student/thesiscreator.html. This website is an interactive site that helps you create your project’s thesis. )

Possible topics:

  • Reading for comprehension in __(identify a field of study)__. Think about how reading comprehension is important in General Education courses, a specific discipline, a specific course, or the workplace.

  • Ethics and the college student who is enrolled in ___(name a discipline)___.  As part of your research, report on an instance of unethical behavior in academia, in your degree field, or in the workplace.

  • Digital tools and effective strategies for student engagement in the online classroom. Consider how these tools can be used outside of the classroom.

  • Digital tools to increase academic success for the adult learner in ___(name a discipline)__. Consider how these tools can be used outside of the classroom.  

  • Netiquette and civility in the online classroom.

  • Student retention and effective strategies for promoting personal success in college.

  • Beyond the first college course and effective strategies and resources for completing a degree program in ____(name a discipline)___. This presentation should include the name of the Program Director of your degree program and the Dean of the School in which you are studying. These people are a resource to you.

  • Any topic related to the adult learner: online learning, learning strategies, plagiarism, and ethics that drive successful practices. This topic must be approved by the instructor.

  • Any topic related to online learning, resources, effective practices, ethical behavior, etc. in a specific discipline of study. This topic must be approved by the instructor.

Please note: this final project topic must be approved by the instructor. If you change your topic during the course of your research, consult your instructor to discuss the change.

Grading Information: This assignment is worth 5 pts.

Directions for Submission:  This assignment is due Sunday by 11:55pm, Eastern Time, of Week 2. Please refer back to Lessons (the link “Lessons” on the left hand side navigation tool bar in our classroom) and open Week 1: Lesson to review directions on how to submit assignments in the Sakai learning environment (our classroom).

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As a way of experiencing the Humanities beyond your classroom, computer, and textbook, you are asked to do a certain type of “cultural activity” that fits well with our course and then report on your experience.   Your instructor will require you to propose an activity and get instructor approval before you do it and report on it (students should look for any instructions in that respect). Every effort should be made to ensure that this is a hands-on experience (not a virtual one), that this activity fits the HUM 112 class well, and that the activity is of sufficient quality for this university course. The two (2) key types of activities are a museum visit or a performance. Note: This must not be a report on the same activity (and certainly not the same report) as done for another class, like HUM 111. For instance, one might go to the same museum as done for HUM 111, but this HUM 112 report will focus on entirely different works and displays. 

  1. Visit a museum or gallery exhibition or attend a theater, dance, or musical performance before the end of Week 10. The activity (museum or performance) should have content that fits our course well. Have fun doing this. 
  2. Write a two to three (2-3) page report (500-750 words) that describes your experience.
    • Clearly identify the event location, date attended, the attendees, and your initial reaction upon arriving at the event.
    • Provide specific information and a description of at least two (2) pieces.
    • Provide a summary of the event and describe your overall reaction after attending the event.
    • Use at least the class text as a reference (additional sources are fine, not necessary unless required by your content). Your report should include connections you make between things observed in your activity and things learned in the course and text. 

Note: Submit your cultural activity choice to the instructor for approval before the end of Week 5 (earlier is even better). Look for guidance from the instructor for how or where to make your proposal. You may also seek advice from your instructor (provide your town / state or zip code) for a good activity in your general area. 

Visiting a Museum 

  • It makes sense to approach a museum the way a seasoned traveler approaches visiting a city for the first time. Find out what is available to see. In the museum, find out what sort of exhibitions are currently housed in the museum and start with the exhibits that interest you.
  • If there is a travelling exhibition, it’s always a good idea to see it while you have the chance. Then, if you have time, you can look at other things in the museum.
  • Every effort should be made ahead of time to identify a museum that has items and works one can easily connect to our HUM 112 class and book. Since HUM 112 covers from 1600 AD to the present, it makes more sense to focus on items from this time frame. In general, museums with fine arts work better than history museums. 
  • Any questions about whether a museum-visit activity fits the course and assignment well enough will be decided by the instructor when the student seeks approval for the activity. Any alternative activity outside the normal ones listed here, such as for those limited by disability or distance, will be determined by the instructor. Normally, we do not expect students to travel over an hour to get to an approved activity. 
  • Make notes as you go through the museum and accept any handouts or pamphlets that the museum staff gives you. While you should not quote anything from the printed material when you do your report, the handouts may help to refresh your memory later.
  • The quality of your experience is not measured by the amount of time you spend in the galleries or the number of works of art that you actually see. The most rewarding experiences can come from finding two or three (2 or 3) pieces of art or exhibits which intrigue you and then considering those works in leisurely contemplation. Most museums have benches where you can sit and study a particular piece.
  • If you are having a difficult time deciding which pieces to write about, ask yourself these questions: (1) If the museum you are visiting suddenly caught fire, which two (2) pieces of art or exhibits would you most want to see saved from the fire? (2) Why would you choose those two (2) particular pieces?  

Attending a Performance

  • Check your local colleges to see if there are any free or low-cost performances or student recitals. Student performances are generally of almost the same quality as professional performances, but typically cost much less. However, performances of high school level or lower will not meet this requirement. 
  • Try to do a quality performance that fits the class subject matter well. Sorry—but this is not for pop music or rock music, rap, country music, gospel music, comedy routines, your kid’s dance recital, your international friend’s wedding, high school plays, renaissance fairs, etc. Instead, think of college level or professional recitals, string quartets, symphony orchestras, opera, jazz, some stage dramas, etc. 
  • Any questions about whether a performance activity fits the course and assignment well enough will be decided by the instructor when the student seeks approval for an activity. Any alternative activity outside the normal ones listed here, such as for those limited by disability or distance, will be determined by the instructor. Normally, we do not expect students to travel over an hour to get to an approved activity. 
  • Unlike visiting a museum, where you can wear almost anything, people attending performances are often expected to “dress up” a bit.
  • Take a pen or pencil with you and accept the program you are offered by the usher; you will probably want to take notes on it during or after the performance.
  • Turn off your cell phone before entering the auditorium. Do not use your phone to record the music or to take pictures or videos. To play it safe, turn the phone off. 
  • Most long musical performances have at least one (1) intermission. If the lights start blinking, it is the sign that the performance is about to begin. 
  • Look for very specific things (such as a particular piece of music or the way certain instruments sounded at a specific time) which tend to stand out as either enjoyable or not enjoyable. Be sure to take notes of the things which you find enjoyable as well as the things which are not enjoyable.  

Note: If a student is unable to attend a cultural event in person due to circumstances beyond the student’s control, then the instructor will recommend an alternate event / activity for the student to “attend” online. The “virtual” event / activity is usually only for students who, due to their physical location, cannot possibly attend an event / activity in person; typically, these students are stationed overseas or have no means of transportation. Experience shows most museums and activities are modest in cost and manageable for students, and you will often see students from other universities there on similar course projects. If you are facing financial hardship, keep in mind that many museums have a free day each week and performance discounts are often available for students and veterans, among others. Feel free to ask your instructor to help with finding low-cost options. If you believe that you have a legitimate reason for attending a “virtual” activity, you must contact the instructor no later than Week 5 for your request to be considered.  

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA Style format. Check with your professor for any additional instructions. (Note: Students can find APA style materials located in the Additional Resources section of their Student Center within their course shell for reference)
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Explain the importance of situating a society’s cultural and artistic expressions within a historical context. 
  • Examine the influences of intellectual, religious, political, and socio-economic forces on social, cultural, and artistic expressions.
  • Use technology and information resources to research issues in the study of world cultures.
  • Write clearly and concisely about world cultures using proper writing mechanics

Grading for this assignment will be based on answer quality, logic / organization of the paper, and language and writing skills, using the following rubric here.

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Question

Question-1

You want to model the growth of the sales of three different products over the past six years. You want to emphasize the growth of the total amount of sales in addition to the relative growth rates of each of the products. Which type of chart should you use?

Clustered column chart

Stacked column chart

100% stacked column chart

Pie chart

Question-2

What is the best strategy for designing a PowerPoint presentation for the first time for your organization?

Choose the template that you used for the class that you did the best in at college.

Use the Microsoft.com 5-star rating to find the most well-liked template.

Ask around to see if there is a standard template for the organization.

Use the Blank Presentation template just to be safe.

Question-3

Nonmerchant companies

sell services that they provide

include B2C, B2B, and B2G transactions

take title to the goods they sell

arrange for the purchase and sale of goods

Question-4

Which of the following is considered to be input hardware?

Video Display

Plotter

Speakers

Keyboard

Question-5

A ________ connects computers at different geographic locations.

PSDN

LAN

VPN

WAN

Question-6

Which of the following statements is TRUE with regard to system maintenance?

All commercial software products are shipped with known failures.

All organizations track system failures and enhancements using word-processing documents.

Software developers usually club enhancement requests and failures together.

IS personnel prioritize system problems on a first-come-first-served basis

Question-7

When creating a presentation, it is most important to consider making the text

readable

colorful

decorative

beautiful

Question-8

The CPU has a small amount of very fast memory called

a cache

the main memory

a data channel

serial bus

Question-9

On a spreadsheet you have just opened, the projected sales are listed by departments. You have just summed up the projected sales by each department for year 2009 using a SUMIF function. To copy the same formulas over to use for year 2010, what types of referencing should you use?

·

Use absolute referencing to refer to the column containing department names, but relative referencing for the rest.

Use relative referencing to refer to the column containing department names, but mixed referencing for the rest.

Use relative referencing to refer to the column containing department names, but relative referencing for the rest.

Use absolute referencing to refer to the column containing department names, but mixed referencing for the rest.

Question-10

In the Web 2.0 world, the value of a site increases

with users and use

over time

as the investments in it increase

exponentially

Question-11

A grocery scanning checkout system is an example of

a vertical-market software

a one-of-a-kind application

an operating system

a horizontal market software

Question-12

Which of the following is true of VPN?

Remote access is difficult in case of VPN.

One disadvantage of VPN is that it does not encrypt messages.

It is a virtual, private pathway over a public or shared network from the client to the server.

VPN communications are secure even though they are transmitted over the public Internet.

Question-13

System that tracks changes to documents and provides features and functions to accommodate concurrent work.

Workspace management

Content regulation

Workflow regulation

Version management

Question-14

Projects that spend so much time ________ are sometimes said to be in analysis paralysis.

on project scheduling

documenting requirements

in the system definition phase of the SDLC

designing system components

Question-15

The easiest and cheapest time to alter the information system is in the ________ phase of the SDLC.

implementation

requirements analysis

component design

system definition

Question-16

In making a financial plan, you have decided to assume sales will grow by 10% from this year’s sales. The information for this year’s sales is contained in cell B5. The correct formula you should type into a cell to calculate next year’s sales is

=B5+B5*0.1

=1+B5*0.1

=10%*B5

=0.1*B5

Question-17

To locate something in the database, one must type in the keyword into the ________ of the application.

data column

report

query form

data entry form

Question-18

The broadest definition of ________ includes viruses, worms, Trojan horses, spyware, and adware.

software

malware

metadata

widgets

Question-19

Mark recently received an e-mail from what appeared to be a legitimate company, asking him to update and verify his credit card details. Unknowingly, he obliged and later realized that the information had been misused. Mark is a victim of

sniffing

phishing

hacking

pretexting

Question-20

Most homes and small businesses use ________ because they receive more data than they transmit.

ISDN

SDSL

ADSL

PPP

Question-21

If you were writing a report and wanted the bottom of the third page—after the title page and the table of contents—to say Page 1, what would you need to insert?

A section break

A header

A delimiter

A table

Question-22

Which of the following is true regarding an incident-response plan?

The plan should identify critical personnel and their off-hours contact information.

The plan should be simple enough to ensure a fast response with limited practice.

The plan should require minimal training on the part of employees.

The plan should provide decentralized reporting of all security incidents.

Question-23

The best way to apply a previously created style to the current document is to

click on the style; then select each line you want changed

select all paragraphs you want changed and click on the style

click on the style; then select all paragraphs you want changed

select each line you want changed and click on the style

Question-24

Which of the following is true of Web 2.0?

Its supporting technologies include HTTP and HTML.

It is supported by telephones, faxes, and EDIs.

It makes use of user-generated content and is flexible.

It is a primitive interorganizational information system

Question-25

During the ________ phase of the SDLC process, developers construct, test, and install the components of the information system.

database design

requirements analysis

feasibility assessment

implementation

Question-26

Which of the following systems for sharing content provides version control?

Google Docs

Microsoft SharePoint

Windows Live SkyDrive

File Transfer Protocol

Question-27

Which of the following is TRUE of in-house custom-developed software?

The developing company pays the adaptation costs itself.

The organization has to tailor its applications to the software.

They are less expensive than off-the-shelf software.

They are easy and comparatively cheap to make

Question-28

Which of the following stands true for enterprise DBMS products?

Paradox is an example of an enterprise DBMS product.

Most of the enterprise DBMS products are out of business today.

Enterprise DBMS products are designed for small and simple database applications.

Enterprise DBMS products support many—perhaps thousands—of users and many different database applications

Question-29

Which of the following statements is true regarding position sensitivity?

It enables security personnel to prioritize their activities in accordance with the possible risk and loss.

It applies to new employees only.

It is documented only for high-sensitivity positions.

It is a type of data safeguard.

Question-30

Which of the following is TRUE of thick-client applications?

All other things being equal, thin-client applications are preferred over thick-client applications.

With a thick-client application, a system administrator must install the new version on each user computer.

A thick-client application is an application program that need not be preinstalled on the client.

A thick-client application does not require preinstallation of client codes.

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<object:standard:lacc.rl910.4>Imagery is

 the way a writer uses language that appeals to senses.

 the use of personification to get the reader to think.

 the sound that alliteration makes with “S” or “Sh.”

 the repeated use of rhyme over more than two lines.

Question 2 (Multiple Choice Worth 10 points)

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Imagine you are writing a poem about a talented football player. Which of the following phrases uses the appropriate connotation?

 Gently calling

 Lumbering by

 Zipping past

 Mistaking all

Question 3 (Multiple Choice Worth 10 points)

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Read the following poem and answer the question that follows.

“O Captain! my Captain!” by Walt Whitman

O Captain! my Captain! our fearful trip is done;

The ship has weather’d every rack, the prize we sought is won;

The port is near, the bells I hear, the people all exulting,

While follow eyes the steady keel, the vessel grim and daring:

But O heart! heart! heart!

O the bleeding drops of red,

Where on the deck my Captain lies,

Fallen cold and dead.

O Captain! my Captain! rise up and hear the bells;

Rise up—for you the flag is flung—for you the bugle trills;

For you bouquets and ribbon’d wreaths—for you the shores a—crowding;

For you they call, the swaying mass, their eager faces turning;

Here Captain! dear father!

This arm beneath your head;

It is some dream that on the deck,

You’ve fallen cold and dead.

My Captain does not answer, his lips are pale and still;

My father does not feel my arm, he has no pulse nor will;

The ship is anchor’d safe and sound, its voyage closed and done;

From fearful trip, the victor ship, comes in with object won;

Exult, O shores, and ring, O bells!

But I, with mournful tread,

Walk the deck my Captain lies,

Fallen cold and dead.

What connotation does the poet use for the word in bold?

 Fury

 Romance

 Misery

 Celebration

Question 4 (Multiple Choice Worth 10 points)

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Writers who use imagery

 are using the senses to get audiences to visualize

 must describe either fire or water in great detail

 rarely become considered “great” writers over time

 usually do so because they do not like figurative language

Question 5 (Multiple Choice Worth 10 points)

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Read the following poem and answer the question that follows.

“I Like to See It Lap the Miles” by Emily Dickinson

I like to see it lap the miles,

And lick the valleys up,

And stop to feed itself at tanks;

And then, prodigious, step

Around a pile of mountains,

And, supercilious, peer

In shanties by the sides of roads;

And then a quarry pare

To fit its sides, and crawl between,

Complaining all the while

In horrid, hooting stanza;

Then chase itself down hill

And neigh like Boanerges;

Then, punctual as a star,

Stop—docile and omnipotent—

At its own stable door.

This poem describes a train as if it were a horse. Examine the imagery of the stanza in bold. What does it describe?

 The rumbling a train makes as it passes by

 The smell of train tracks after a train has gone

 The sound a train makes as it blows its horn

 The feeling of being on a train for a vacation

Question 6 (Multiple Choice Worth 10 points)

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Read the following poem and answer the question that follows.

“I Like to See it Lap the Miles” by Emily Dickinson

I like to see it lap the miles,

And lick the valleys up,

And stop to feed itself at tanks;

And then, prodigious, step

Around a pile of mountains,

And, supercilious, peer

In shanties by the sides of roads;

And then a quarry pare

To fit its sides, and crawl between,

Complaining all the while

In horrid, hooting stanza;

Then chase itself down hill

And neigh like Boanerges;

Then, punctual as a star,

Stop—docile and omnipotent—

At its own stable door. 

This poem describes a train as if it were a horse. Which lines uses imagery to describe the train arriving at the station for the night?

 “And stop to feed itself at tanks”

 “At its own stable door.”

 “Complaining all the while”

 “Then, punctual as a star,”

Question 7 (Multiple Choice Worth 10 points)

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Read the following poem and answer the question that follows.

“O Captain! my Captain!” by Walt Whitman

O Captain! my Captain! our fearful trip is done;

The ship has weather’d every rack, the prize we sought is won;

The port is near, the bells I hear, the people all exulting,

While follow eyes the steady keel, the vessel grim and daring:

But O heart! heart! heart!

O the bleeding drops of red,

Where on the deck my Captain lies,

Fallen cold and dead.

O Captain! my Captain! rise up and hear the bells;

Rise up—for you the flag is flung—for you the bugle trills;

For you bouquets and ribbon’d wreaths—for you the shores a—crowding;

For you they call, the swaying mass, their eager faces turning;

Here Captain! dear father!

This arm beneath your head;

It is some dream that on the deck,

You’ve fallen cold and dead.

My Captain does not answer, his lips are pale and still;

My father does not feel my arm, he has no pulse nor will;

The ship is anchor’d safe and sound, its voyage closed and done;

From fearful trip, the victor ship, comes in with object won;

Exult, O shores, and ring, O bells!

But I, with mournful tread,

Walk the deck my Captain lies,

Fallen cold and dead.

Examine the imagery in the stanza in bold. What is the significance of the two different images?

 The speaker does not feel the joy everyone else is experiencing.

 The speaker does not feel the misery everyone else is experiencing.

 The speaker does not want anyone to know how unhappy he truly is.

 The speaker does not want anyone to know how happy he truly is.

Question 8 (Multiple Choice Worth 10 points)

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Read the following poem and answer the question that follows.

“Fame is a Bee,” by Emily Dickinson

Fame is a bee,

It has a song—

It has a sting—

Ah, too, it has a wing.

Of what literary device is this poem an example?

 Extended metaphor

 Onomatopoeia

 Extended simile

 Apostrophe

Question 9 (Essay Worth 10 points)

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Read the following poem and answer the question that follows.

“Fame is a Bee,” by Emily Dickinson

Fame is a bee,

It has a song—

It has a sting—

Ah, too, it has a wing.

In one paragraph of at least three to five sentences, analyze the tone and imagery used in the line in bold. Identify the mood the author intended to create with this imagery, as well as the connotations used in the words “Ah” and “wing.” Use proper spelling and grammar.

Question 10 (Essay Worth 10 points)

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O Captain! my Captain! our fearful trip is done;

The ship has weather’d every rack, the prize we sought is won;

The port is near, the bells I hear, the people all exulting,

While follow eyes the steady keel, the vessel grim and daring:

But O heart! heart! heart!

O the bleeding drops of red,

Where on the deck my Captain lies,

Fallen cold and dead.

Rise up—for you the flag is flung—for you the bugle trills;

For you bouquets and ribbon’d wreaths—for you the shores a—crowding;

For you they call, the swaying mass, their eager faces turning;

Here Captain! dear father!

This arm beneath your head;

It is some dream that on the deck,

You’ve fallen cold and dead.

My Captain does not answer, his lips are pale and still;

My father does not feel my arm, he has no pulse nor will;

The ship is anchor’d safe and sound, its voyage closed and done;

From fearful trip, the victor ship, comes in with object won;

Exult, O shores, and ring, O bells!

But I, with mournful tread,

Walk the deck my Captain lies,

Fallen cold and dead.

In one paragraph of at least three to five sentences, analyze the imagery in the stanza in bold. Identify the mood the author intended to create with this imagery, as well as the connotations used in the diction. Use proper spelling and grammar.

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·      

0 out of 1 points

   

Which of these aggressive acts of political defiance did Hitler commit in Europe in 1936?

   

Answers:

Hitler invaded Poland.

 

Hitler occupied the Rhineland.

 

Hitler annexed German-speaking Austria.

 

Hitler seized Czechoslovakia.

       

Stalin enthusiastically agreed to the four policemen approach to securing the postwar peace because

   

Answers:

he thought it was Roosevelt’s way of promising that governments friendly to Soviet interests would be installed in Eastern Europe.

 

he did not want to bear the burden of the reorganization of Europe.

  

he wanted to engage France, Britain, and the United States in a coalition rather than have them build cordial and friendly ties to Germans, turning them once again into a threat to the Soviet Union.

 

he understood that the United Nations could not possibly fulfill that role.

   

0 out of 1 points

   

In June 1942, American forces halted Japan’s advance at the Battle of

   

Answers:

Midway.

 

the Bulge.

  

Iwo Jima.

 

the Philippines.

   

0 out of 1 points

   

Hitler’s and Stalin’s nonaggression pact involved the division of which of these countries?

   

Answers:

 

United States.

 

France.

 

Poland.

 

Sweden.

   

·       Question 12

0 out of 1 points

   

Historians regard the Great Depression as probably the greatest factor in causing World War II because

   

Answers:

Americans fared so much better than Europeans, leading to anger and in-fighting.

 

Facing dwindling resources of its own, Germany hoped to improve its economy by annexing other countries.

 

It led American businesses to reduce investments in Germany, which decreased that nation’s production and its ability to repay its World War I reparations.

  

None of these choices.

   

·       Question 13

0 out of 1 points

   

Executive Order 8802 established

   

Answers:

 

desegregation in the armed forces.

 

the bracero program, which brought Mexican migrant workers to America to fill acute labor needs.

 

anti-discriminatory hiring practices in industries that had government defense contracts.

 

price controls under the oversight of the Office of Price Administration.

   

0 out of 1 points

   

Women participated in the U.S. World War II effort by

   

Answers:

 

joining the military.

 

growing Victory Gardens.

 

playing in baseball leagues.

 

All of these choices.

   

·       Question 17

0 out of 1 points

   

In May 1940, Winston Churchill

   

Answers:

petitioned the U.S. Congress for military aid.

 

became Britain’s Prime Minister and wrote to FDR.

  

met with FDR for the first of many meetings.

 

delivered his inspiring speech to the British Parliament in which he pledged that the British would continue to fight the Germans anywhere.

   

0 out of 1 points

   

Which of the following statements about World War II is not correct?

   

Answers:

Historic buildings ? some a thousand or more years old ? were obliterated in Europe by the war.

 

More than 23 million Soviets lost their lives.

 

The war deaths worldwide totaled over 62 million.

  

About 1 million American soldiers died and about half that figure came home injured.

       

·       Question 22

0 out of 1 points

   

Which of these events did not happen at Potsdam?

   

Answers:

Churchill was called home mid-conference because his party had been defeated in a general election.

  

Truman learned that the atom bomb had been tested successfully.

 

Poland was given an outlet to the sea and had its prewar territorial integrity and political independence fully restored and protected.

 

Both the Americans and British became more concerned about and suspicious of Stalin and his political intentions than they had been earlier in the war.

   

·       Question 23

1 out of 1 points

·       Question 24

0 out of 1 points

   

In 1940, the United States experienced its first

    

Answers:

attempted attack from another country on American soil, in the state of Oregon.

 

peacetime draft.

 

request for military assistance from another country: Britain.

  

attack by a German submarine on an American merchant ship.

      

·       Question 25

0 out of 1 points

   

From the spring of 1940 until the bombing of Pearl Harbor on December 7, 1941, President Roosevelt and the U.S government

   

Answers:

refused to get caught up in the drama overseas.

 

organized the manufacturing, transfer, and transportation of war materials and American defense bases to assist Great Britain and prepare for likely war against Nazi Germany.

 

continued to believe that Americans could maintain complete neutrality and still sell to the Allies and the Axis powers.

  

adopted a policy of strict neutrality that prohibited selling armaments and providing any military assistance to Great Britain.

   

·       Question 26

0 out of 1 points

   

In the Munich Agreement (1938), the leaders of Britain and France

   

Answers:

allowed Hitler to annex all of Czechoslovakia.

 

elicited a promise from Hitler to end further aggressive action on smaller European countries.

 

confronted Hitler about his treatment of the plight of Jews, communists, and gays in Germany, but in the name of peace, dropped the subject.

 

permitted Hitler to occupy strategic areas of Czechoslovakia, in the hope that he would stop there.

    

·       Question 27

0 out of 1 points

   

Which agency’s job was to set wages, working conditions, and hours, as well as to try to prevent strikes?

   

Answers:

National War Labor Board

 

Office of Price Administration

 

War Production Board

 

Office of War Mobilization

    

·       Question 29

0 out of 1 points

·       Question 31

0 out of 1 points

   

The Servicemen’s Readjustment Act of 1944 (the GI Bill) provided

   

Answers:

some unemployment benefits for veterans.

  

medical care for veterans.

 

financial aid for education.

 

All of these choices.

   

·       Question 32

0 out of 1 points

   

How did the war change the landscape at home in the United States?

   

Answers:

 

California faced housing shortages as record numbers of people relocated there.

 

The economies in states west of the Mississippi experienced the largest economic boom.

 

Southern states saw rapid industrial development and growth.

 

All of these choices.

   

·       Question 33

1 out of 1 points

·       Question 34

0 out of 1 points

   

The “Double V” campaign refers to

   

Answers:

U.S. victory against the Japanese and the Germans.

  

African American efforts to win the war overseas and end discrimination at home.

 

Roosevelt’s initiative to build public support for America’s entry into World War II.

 

None of these choices.

   

·       Question 35

0 out of 1 points

   

The main reason the Japanese decided to bomb America’s naval fleet at Pearl Harbor was because

   

Answers:

they wanted the United States out of China.

  

they hoped to handicap the U.S. navy, giving Japan time to achieve its conquests before the U.S. could rebuild and strike back.

 

they hoped to pull Americans into the war.

 

they were angry when Americans blocked Japanese imports to the U.S. and influenced other countries to do the same.

   

·       Question 36

0 out of 1 points

·       Question 37

0 out of 1 points

   

Roughly 90 percent of all Americans favored isolationism despite the situation in Europe for all of the following reasons except

   

Answers:

 

The problems of the Great Depression had Americans focused on improving conditions at home.

 

Many Americans respected Adolf Hitler.

 

America was riddled with anti-Semitism and did not want to get into war over Jews.

 

Americans did not want to bear the cost of war, which they feared would only deepen the Depression.

   

·       Question 38

0 out of 1 points

   

Which event set the stage of American involvement in the war?

   

Answers:

The installation of the pro-German government installed in Vichy, France

 

The bombing of London in the Battle of Britain

  

The invasion of Poland

 

All of these choices.

   

·       Question 39

0 out of 1 points

   

Operation Overlord–the official name for the D-Day landing in Normandy–involved ____ Allied soldiers.

   

Answers:

 

500,000

 

1 million

 

3 million

 

10 million

   

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Alli Co. is a merchandising business.  The account balances for Alli Co. as of November 30, 2012 (unless otherwise indicated), are as follows: 

110 Cash                                                                                             73,920 

112 Accounts Receivable                                                              37,875 

113 Allowance for Doubtful Accounts                                     3,500 

115 Merchandise Inventory                                                         133,900 

116 Prepaid Insurance                                                                  3,750 

117 Store Supplies                                                                          2,850 

123 Store Equipment                                                                     100,800 

124 Accumulated Depreciation-Store Equipment               20,160                                                                  

210 Accounts Payable                                                                   21,450 

211 Salaries Payable                                                                      0 

218 Interest Payable                                                                      0 

220 Note Payable (Due 2017)                                                     10,000 

310 P. Williams, Capital (January 1, 2012)                              89,510 

311 P. Williams, Drawing                                                              40,000 

312 Income Summary                                                                    0 

410 Sales                                                                                            853,040 

411 Sales Returns and Allowances                                            20,600 

412 Sales Discounts                                                                        13,200 

510 Cost of Merchandise Sold                                                    414,575 

520 Sales Salaries Expense                                                           74,400 

521 Advertising Expense                                                               18,000 

522 Depreciation Expense                                                            0 

523 Store Supplies Expense                                                        0 

529 Miscellaneous Selling Expense                                          2,800 

530 Office Salaries Expense                                                         40,500 

531 Rent Expense                                                                            18,600 

532 Insurance Expense                                                                 0 

533 Bad Debt Expense                                                                  0 

539 Miscellaneous Administrative Expense                          1,650

550 Interest Expense                                                                     240  

Alli Co. uses the perpetual inventory system and the last-in, first-out costing method.  Transportation-in and purchase discounts should be added to the Inventory Control Sheet, but since this will complicate the computation of the Last-in, first-out costing method, please ignore this step in the process.  They also use the Allowance Method for bad debt. 

The Accounts Receivable and Accounts Payable Subsidiary Ledgers along with the Inventory Control Sheet should be updated as each transaction affects them (daily). 

Alli Co. sells four types of television entertainment units. The sale prices of each are: 

TV A:  $3,500 TV B:  $5,250 TV C:  $6,125 PS D: $9,000   

During December, the last month of the accounting year, the following transactions were completed: 

Dec.  1.   Issued check number 2632 for the December rent, $2,200.

3. Purchased four TV C units on account from Prince Co., terms 2/10, n/30, FOB shipping point, $14,800. 4. Issued check number 2633 to pay the transportation changes on purchase of December 3, $400.  (NOTE:  Do not include shipping and purchase discounts to the Inventory Control sheet for this project.) 6. Sold four TV A and four TV B on account to Albert Co., invoice 891, terms 2/10, n/30, FOB shipping point.

10. Sold two project systems for cash. 

11. Purchased store supplies on account from Matt Co., terms n/30, $620.

13. Issued check to Prince Co. number 2634 for full amount due (November’s balance plus December 3rd transaction), less discount allowed.

14. Issued credit memo for one TV A unit returned on sale of December 6.  

15. Issued check number 2635 for advertising expense for last half of December, $1,500.

16. Received cash from Albert Co. for full amount due (less return of December 14 and discount).

19.  Issued check number 2636 to buy two TV C units, $7,600.

19.  Issued check number 2637 for $6,100 to Joseph Co. on account. 20. Sold three TV C units on account to Cameron Co., invoice number 892, terms 1/10, n/30, FOB shipping point.  

20. For the convenience of the customer, issued check number 2638 for shipping charges on sale of December 20, $600.

21. Received $12,250 cash from McKenzie Co. on account, no discount.

21. Purchased three projector systems on account from Elisha Co., terms 1/10, n/30, FOB destination, $15,600.

25.  Received notification that Marie Co. has been granted bankruptcy with no amount of recovery.  We are to write-off her amount due.  (Note: See page 402 for entry required.)

24. Issued a debit memo for return of $5,200 because of a damaged projection system purchased on December 21, receiving credit from the seller.

26.  Issued check number 2639 for refund of cash on sales made for cash, $1,000. (Customer was going to return goods until an allowance was arranged.)

27. Issued check number 2640 for sales salaries of $1,750 and office salaries of $950.

28.  Purchased store equipment on account from Matt Co., terms n/30, FOB destination, $800.

29.  Issued check number 2641 for store supplies, $550. 30.  Sold four TV C units on account to Randall Co., invoice number 893, terms 2/10, n/30, FOB shipping point.

30.  Received cash from sale of December 20, less discount, plus transportation paid on December 20.  (Round calculations to the nearest dollar.) 30.  Issued check number 2642 for purchase of December 21, less return of December 24 and discount.

30.  Issued a debit memo for $200 of the purchase returned from December 28.    

Instructions: 

1. Enter the balances of each of the accounts in the appropriate balance column of a four-column account (General Ledger).  Write Balance in the item section, and place a check mark (√) in the Post Reference column.

2. Journalize the transactions in a sales journal, purchases journal, cash receipts journal, cash payments journal, or general journal as illustrated in chapter 7.  Also post to the Accounts Receivable and Accounts Payable Subsidiary ledgers and when needed the Inventory Control Sheet. 

3. Total each column on the special journals and prove the journal.

4. Post the totals of the account named columns and individually post the “other” columns as well to the General Ledger.

5. Prepare the Schedule of Accounts Receivable and the Schedule of Accounts Payable (their total amount must equal the amount in their controlling general ledger account).

6.  Prepare the unadjusted trial balance on the worksheet.

7. Complete the worksheet for the year ended December 31, 2012, using the following adjustment data:

a.    Merchandise inventory on December 31: $110,200

b.    Insurance expired during the year: 1,250

c.    Store supplies on hand on December 31: 975

d.    Depreciation for the current year needs to be calculated.  Alli Co. uses the Straight-line method, the      store equipment has a useful life of 10 years with no salvage value.  (NOTE: the purchase and return will not be included as the dates of the transactions were after the 15th of the month).

e.    Accrued salaries on December 31:    Sales salaries $480,

Office salaries $260          $530

f.   The note payable terms are at 8%, payment is not being made until Jan. 3, 2013.  Interest must be recognized for one month (round answer to the nearest dollar amount).

g.  Net realizable value of Accounts Receivable is determined to be $30,000. 

8.  Prepare a multiple-step income statement, a statement of owner’s equity, and a classified balance sheet in good form.

9.  Journalize and post the adjusting entries.

10. Journalize and post the closing entries.  Indicate closed accounts by inserting a line in both balance columns opposite the closing entry.

11. Prepare a post-closing trial balance.

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Create an 8-slide PowerPoint presentation on the topic of 1) peak performance and test anxiety or 2) peak performance and competition arousal.

Suggested Resources

The following optional resources are provided to support you in completing the assessment or to provide a helpful context. For additional resources, refer to the Research Resources and Supplemental Resources in the left navigation menu of your courseroom.

Capella Resources

Click the links provided to view the following resources:

  • What Is Scholarly?

SHOW LESS

Library Resources

The following e-books or articles from the Capella University Library are linked directly in this course:

  • Whiteley, P. (2002). Motivation. Oxford, UK: Capstone Publishing.
  • Murray, G., Nicholas, C. L., Kleiman, J., Dwyer, R., Carrington, M. J., Allen, N. B., & Trinder, J. (2009). Nature’s clocks and human mood: The circadian system modulates reward motivation. Emotion, 9(5), 705–716.
  • Oyserman, D., Fryberg, S. A., & Yoder, N. (2007). Identity-based motivation and health. Journal of Personality and Social Psychology, 93(6), 1011–1027.

Course Library Guide

A Capella University library guide has been created specifically for your use in this course. You are encouraged to refer to the resources in the PSYC-FP3770 – Psychology of Human Motivation and Performance Library Guide to help direct your research.

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Is It Possible to Praise Children Too Much?

Video purchased for use in this Capella course through NBC Archives on Demand.

Americans More Stressed Than Ever

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  • Click Is It Possible to Praise Children Too Much? to view a video from NBC Learn.
  • Click Americans More Stressed Than Ever to view a video from NBC Learn.

Assessment Instructions

Test anxiety and competition arousal are two forms of evaluation arousal. Create a PowerPoint presentation in which you analyze issues associated with peak performance in the workplace and recommend techniques for improving employee work performance.

Preparation

For this assessment, assume that your work organization has asked for your help in improving employee work performance. Surveys have determined that some employees struggle with test anxiety while others struggle with competition arousal, both of which prevent peak performance. Conduct research to identify:

  • Biological, learned, and cognitive factors that might be affecting the employees’ reactions to stress in the environment.
  • Motivation techniques, such as rewards or praise, that can be used to manage the stress and improve peak performance.

Instructions

Create a PowerPoint presentation on the topic of 1) peak performance and test anxiety or 2) peak performance and competition arousal. Include a script in the notes section of each slide detailing what you would say to an audience about that slide. In the presentation, complete the following:

  • Describe the topic you are addressing and its impact on employee performance. That is, demonstrate how test anxiety or competition arousal affects peak performance in the employee work situation.
  • Describe the biological, learned, and cognitive components of evaluation arousal in the employee work situation.
  • Recommend motivation techniques—supported by the literature—for managing test anxiety or competition arousal to improve peak performance.
  • In the final slide or slides, compile and present a list of five resources that would help the organization understand the connection between stress, health, motivation, and performance. These resources must be scholarly resources from the Capella library or from reputable professional organizations (for example, American Psychological Association, American Medical Association) found on the Internet.

Additional Requirements

Your presentation should meet the following requirements:

  • Written communication: Written communication is free of errors that detract from the overall message.
  • APA formatting: Resources and citations are formatted according to APA sixth edition style and formatting.
  • Number of resources: At least 3 scholarly academic resources supporting the presentation content, and five scholarly or professionally reputable resources listed as potential resources for the organization to use, are included in the presentation.
  • Number of presentation slides: The presentation includes a minimum of 8 slides, excluding the title slide and bibliography slide(s) of references.
  • Presentation notes: Each slide includes the presenter’s script (what you would say during the presentation) in the notes section of the slide.

Motivating Performance Scoring Guide

CRITERIA NON-PERFORMANCE BASIC PROFICIENT DISTINGUISHED Demonstrate how test anxiety or competition arousal affects peak performance in an employee work situation.Does not identify test anxiety or competition arousal in an employee work situation. Identifies but does not describe test anxiety or competition arousal in an employee work situation. Demonstrates how test anxiety or competition arousal affects peak performance in an employee work situation. Demonstrates how test anxiety or competition arousal affects peak performance in an employee work situation and provides examples specific to the work situation. Describe the biological, learned, and cognitive components of evaluation arousal in an employee work situation.Does not identify the biological, learned, and cognitive components of evaluation arousal in an employee work situation. Identifies but does not describe components of evaluation arousal in an employee work situation, or does not include all three components in the description. Describes the biological, learned, and cognitive components of evaluation arousal in an employee work situation. Describes the biological, learned, and cognitive components of evaluation arousal in an employee work situation and provides examples specific to the work situation. Recommend research-supported motivation techniques for managing test anxiety or competition arousal and for improving task performance in an employee work situation.Does not recommend motivation techniques for managing test anxiety or competition arousal and improving task performance in an employee work situation. Recommends motivation techniques for managing test anxiety or competition arousal and for improving task performance in an employee work situation, but the recommendations are not well supported by the research. Recommends research-supported motivation techniques for managing test anxiety or competition arousal and for improving task performance in an employee work situation. Recommends research-supported motivation techniques for managing test anxiety or competition arousal and improving task performance in an employee work situation, and evaluates limitations. Identify professionally reputable resources an organization could use to understand the connection between stress, health, motivation, and performance.Does not identify resources an organization could use to understand the connection between stress, health, motivation, and performance. Identifies resources an organization could use to understand the connection between stress, health, motivation, and performance, but many of the resources are not applicable or professionally reputable. Identifies professionally reputable resources an organization could use to understand the connection between stress, health, motivation, and performance. Identifies professionally reputable resources an organization could use to understand the connection between stress, health, motivation, and performance, and identifies the strengths and limitations of each resource. Communicate in a manner that is scholarly, professional, and consistent with expectations for members of professional communities.Does not communicate in a manner that is scholarly and professional. Communicates in a manner that is scholarly and professional but is not consistent with expectations for members of professional communities. Communicates in a manner that is scholarly, professional, and consistent with expectations for members of professional communities. Communicates in a manner that is scholarly, professional, and consistent with expectations for members of professional communities, with written communication that is free of errors that detract from the overall message. Apply proper APA formatting and style.Does not apply proper APA formatting and style. Uses adequate written communication but includes some APA errors and inconsistencies. Applies proper APA formatting and style. Applies scholarly writing skills and uses proper APA formatting and style throughout the assessment. 

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Service Blueprint and Servicescape

 refer to attachments to assist you in the assignment and please reach out with all questions. 

**Absolutely No Plagiarism and Original

Work Only***

Evaluated largely according to how well you planned and organized your submission and applied relevant services marketing theories and methods in it. It will be very important that you present your work concisely. Please take careful note of and respect all page-length expectations, recognize that all assignments are to have a covering page, and use double-spaced typing, 1″ margins, and Times New Roman 12-point font or its equivalent. Please also note that page-length expectations exclude the covering page and, if applicable, references page(s) and all appendices.

Expected Length: 5 double-spaced pages, 12 pt. font. (plus interview questions/answers and service blueprint)

For this individual written assignment, you will be responsible for capturing, analyzing, and making recommendations concerning the service process for an actual service organization. For this individual written assignment, the service process for a service organization will be captured by a service blueprint,[1] defined as a “… picture or map that portrays the customer experience and the service system, so that the different people involved in providing the service can understand it objectively, regardless of their roles or their individual points of view” (Zeithaml, Bitner, and Gremler, 2013, p. 235). You will be responsible for accurately and exhaustively capturing, critically analyzing, and making recommendations for improving the efficiency and effectiveness of the organization’s service process. In addition, you are to accurately and exhaustively capture, critically analyze, and make recommendations concerning the service organization’s servicescape,which can be considered the physical setting of a service organization that “wraps” the service, conveys to consumers an external image of what is “inside,” and that (drawing from the field of environmental psychology) may be designed to evoke a particular sensory or emotional reaction in customers, employees, or both groups, through the interaction of many complex stimuli. Although it is not required, you are encouraged to focus your research on a small or medium-sized service organization that has a lean interpersonal structure (see page 282 of your textbook). Alternatively, you may study a specific part of an elaborate interpersonal service organization. It is important that your service organization has a physical facility with interior and exterior attributes.

To complete this assignment, it will first be necessary for you to obtain the consent of the owner, franchisor(ee), or other responsible employee of an organization in the service sector to create a service blueprint and to record the servicescape of that organization. Please be sure not to discriminate in your selection of an organization owner, franchisor(ee), or other responsible employee, except that the individual must be an adult, able to converse in English, and not decisionally impaired. To create your report, it will be necessary that you visit and personally observe the service process and make detailed notes and take pictures of the operations of the organization. When you are taking photographs of the organization, please avoid taking direct pictures of the owner, franchisor(ee), or other responsible employee of the organization as well as other individuals (e.g., customers).

In your written report, please:

·      Identify the organization, service(s), and the organization’s location and industry

o   Identify the title and role of the individual from whom you have obtained consent (i.e., organization owner, franchisor(ee), or other responsible employee)

§  For privacy reasons, the name of the individual is not particularly relevant to this assignment

o   Discuss the needs, preferences, and behaviors of typical and non-typical customers of the service organization and be sure to differentiate between minimum service requirements (i.e., the “adequate service level”) and what the organization does to exceed those requirements and to differentiate itself from the competition

§  It would be helpful to comment on the level of reliability or consistency at which the organization is able to meet the needs of its customers

o   It would be helpful if you would please comment on the level of competition within the particular industry you have identified

·      Explain and discuss the service process, including before, during, and after a purchase is made and from both sides of the line of visibility (see page 235 of your textbook)

o   It would be helpful for you to explain and discuss the service process from the perspective of both the customer and employee(s) involved in the service delivery process

§  Identify the key actions that customers and employee(s) must take for a successful service experience

§  Identify and describe potential failpoints (points in the process where problems may occur) and/or bottlenecks (points in the process where backups or slow delivery may occur) and suggest possible solutions/alternatives to address these (potential) problem areas;

·      Explain and evaluate the use of physical evidence by the organization

·      Explain the thoughts, feelings, and physical experiences the service organization intends its customers to have and evaluate the effectiveness of the organization’s efforts in this area

o   In an appendix, it may be helpful to show pictures of the interior and exterior of the physical premises

§  These pictures should be referred to in your report

·      Make three recommendations that the organization could implement to improve the effectiveness of its servicescape and service process in order to enhance the satisfaction of its customers

o   Recommendations should focus on the service process, servicescape, and use of physical evidence

To complement your analysis of the service process, please conduct an interview with the owner, franchisor(ee), or other responsible employee of the service organization and obtain responses to the following questions:

1.     What is the service (or, what are the services) that your service organization provides?

2.     What is the profile (in terms of needs, preferences, and behaviors) of your typical current customer? Apart from the typical customer, what other examples of customers’ needs, preferences, and behaviors have you noticed?

3.     What are the basic needs or minimum service requirements of your customers? How reliably are you able to meet these basic needs or minimum service requirements? In what specific ways do you exceed the basic needs or minimum service requirements of your customers? In addition, in what specific ways do you differentiate your service(s) from those offered by your competitors?

4.     How does service delivery occur (including before and after a purchase is made)? What aspects of the service delivery process do your customers see/hear/otherwise experience? What aspects of the service delivery process do your customers NOT see/hear/otherwise experience?

5.     What are the tangible elements (i.e., physical evidence) of the service delivery process? (Note to student: If the participant asks, please define physical evidence as the environment in which the service is delivered and where the organization and customer interact, as well as any tangible components that facilitate performance or communication of the service.)

6.     When customers are exposed to the interior and exterior of your physical premises, what thoughts, feelings, and physical experiences would you like them to have? What steps have you taken to ensure that customers actually have these desired thoughts, feelings, and physical experiences?

It is expected that, in your written report, you will make clear references to the interview responses you receive.

Please your reading pleasure, I have placed three useful resources in Module 4 which may be beneficial to you are you prepare this assignment. The two articles are:

·      Bitner, M. 1992. Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2): 57-71.

·      Bitner, M., Ostrom, A., & Morgan, F. 2008. Service blueprinting: A practical technique for service innovation. California Management Review, 50(3): 66-94.

·      Designing customer-focused service processes by Dr. Nancy Stephens of Arizona State University.

Please keep in mind that this is a formal business report. A professional-looking title page is expected.

[1] Your service blueprint should be prepared using Microsoft PowerPoint and should be submitted separate from your written report. I will provide a template on Blackboard which you are free (but not required) to use.

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