Country Analysis Report Of The People's Republic of China

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Introduction

Diageo PLC (NYSE DEO), formed by the 17 merger between alcoholic beverage giant Guinness with food and spirits company Grand Metropolitan, is the world's largest producer of alcoholic drinks. Its beers and distilled spirits include Smirnoff, Johnnie Walker, Guinness, Baileys, J&B, Captain Morgan, Cuervo, Tanqueray, and Beaulieu Vineyard and Sterling Vineyards wines. Diageo helps stock bars and shelves in over 00 countries around the globe. After earning enormous profits from its major markets in North America, Great Britain, Ireland, and Spain, the company is planning to enter the alcoholic beverages market in the People's Republic of China with its popular flavored malt beverages.

Like beer, flavored malt beverages such as Smirnoff Ice and Captain Morgan Gold are created in breweries using water, yeast, fermented malted barley and hops, but unlike beer, they are then flavored with citrus, vodka and other highly concentrated ingredients.

This country analysis report will assess the investment potential for Diageo's expansions of production facilities and sales in China. Various factors including economic, political, infrastructural, ethical, and cultural conditions in China will be evaluated in detail, as well as Chinese market potential for flavored malt beverages (Harmonized System Number 0.00.0000), and this report will wrap up with a recommendation on the steps that should be taken for Diageo.

Economics Environment

Over the past half-century, China has experienced a dramatic change; an underdeveloped nation transformed into one of the world's fastest growing economies. Since the beginning of the open-door?policy in 178 and the accession to the World Trade Organization (WTO) in 001, China's economy has grown swiftly from a low base, and developed wide consumer market.

China has the biggest population in the world at 1. billion people. 0% of the population lives in the urban areas, while the remaining 70% is concentrated in the countryside. China is also the world's third largest country by area, covering .6 million square kilometers. Despite a GDP of USD 1.4 trillion, China is still one of the poorest countries due to the huge population spread. Rural per capita GDP is only USD 8.66 and urban per capita GDP is about USD 06.8. Labor cost per worker in manufacturing is approximately $800 per year with $,885 value added per worker in manufacturing.

China has the world's largest market size and growth rate. Diageo PLC will be able to find a huge market demand and a cheap labor supply in China. However, the low GDP per capita indicates that not every Chinese consumer can afford Diageo's products because their income is below the World Bank's USD 1 per day standard for absolute poverty.

Market and Industry

American companies continue to have mixed experiences in China. Some have been extremely profitable, while others have struggled. To be successful in China, Diageo PLC must thoroughly investigate the Chinese market for its flavored malt beverages.

The alcoholic drinks production market in China is diverse and extremely fragmented. Market size and potential vary from region, and nationally recognized brands are rare. There are currently about 40,000 distillers in China, all with varying degrees of production capabilities and national distribution. Miller Brewing, Anheuser-Busch, Allied Domecg, Bacardi, and Fortune brands have all established in China and experienced volume sales rather than margin growth.

Chinese are near the top consumers in Asia, and consume annually about 1 liters of spirits per capita; therefore, the growth of importing spirits is expected to continue. Until the large price differences are reduced, imports will have difficulty displacing domestic competition.

As compared to spirits, beer is a more popular drink in China. However, the younger Chinese generation prefer the lighter and better tasting beverage over beer from the influence of the globalization of Western culture.

China will be a big market for Diageo with its increasing demand for foreign alcoholic drinks. However, with all the domestic and foreign competitions in Chinese alcoholic drinks production market, and the majority of Chinese favoring beer, Diageo may want to market its drinks differently from other competitors, and focus on the younger generation segment such as college and white-collar workers in urban areas.

Business Climate

Before China's accession to the WTO, China prohibited foreign companies from distributing imported products. Since WTO implementation, China has worked towards liberalizing its distribution system to provide rights for U.S. firms. The U.S. Commercial Service and the International Partner Search will assist new-to-market firms like Diageo to locate, screen, and assess potential qualified overseas sales representatives, agents, distributors, joint venture partners, and licensees for the products.

Representative offices are the easiest type of offices for foreign firms to set up in

China, but Chinese law to performing liaison?activities limits these offices. Therefore, they cannot sign sales contracts or directly bill customers. A locally incorporated equity or cooperative joint venture with one or more Chinese partners and a wholly foreign-owned enterprise are also other alternatives to develop markets for a company's products. With careful selection, training, and constant contact, a U.S. company can obtain good market representation from a Chinese trading company. However, most of these trading companies cannot provide diversified coverage throughout China due to transportation and communication difficulties.

If Diageo decides to open its market in China, It will have to choose an entry mode for the company in China first. A joint venture is maybe the best choice for a big brewing company like Diageo. A good Chinese partner will have the connections to help smooth over red tap and obstructive bureaucrats, and in-country production avoids import restrictions including relatively high tariffs and unreasonable restrictions. Diageo will also have greater controls over both intellectual property and marketing, however, it should bear in mind that joint venture is time-consuming and resource demanding.

Political Environment

Although there has been considerable reform of China's economic model, the same is far less true of Chinese political system. The Chinese Communist Party still dominates the entire political apparatus, and its leaders make all major policy decisions. China faces a growing disconnection between the demands of its reforming economy and a political system that is largely ill suited to meet their needs.

Chinas new president and party leader, Hu Jintao, is most likely to focus on improving democracy within the party, such as giving party branches greater choice in the selection of their bosses. However, Mr. Hu would have to be sure to obtain support from Jiang Zemin, his predecessor, who is still in charge of the armed forces.

China has traditionally restricted imports through high tariffs and taxes, non-tariff measures, trading rights restriction, and other barriers. Chinese officials are increasingly aware that such protective measures contribute to endemic economic inefficiencies and encourage smuggling. To address these problems, the Chinese government agreed to dramatically reduce many barriers as part of it WTO accession. China also has reformed its tax system to minimize distinctions between domestic and foreign entities according to the principle of national treatment. In addition, China has substantially reduced the number of goods subject to import quotas and as part of its WTO commitments will continue to phase out or notify to the WTO all remaining quotas.

On top of normal tariff duties, both foreign and domestic enterprises are required to pay value-added taxes (VAT) and business taxes. VAT is assessed after the tariff, and incorporates the value of the tariff. China is now bound by WTO rules to offer identical tax treatment for domestic and imported products.

All products sold in China must be marked in the Chinese language with the relevant information. According to the Food Labeling Standards of China, imported foods shall have clear markings that indicate the country of origin in addition to the name and address of the general distributor that is registered in the country.

It will be better off for Diageo to establish factories in China instead of importing into China so that it can avoid various restrictions, tariffs, and taxes. In addition, it will be much easier to label its products in Chinese.

Country Risks

China is a country with great risk for importers, exporters, and investors. The outbreak of the Severe Acute Respiratory Syndrome (SARS) virus had negative economic effects on most industries in China, especially the service industry. The Chinese government is very concerned about the price depletion and growing unemployment caused by the SARS outbreak. Another concern is the growing disparity between urban and rural incomes because there are huge income gaps between the wealthy coastal regions and the poor interior regions. The central government of China acknowledges that unemployment and income inequality are growing problems and chief potential threats to stability in China.

China's political relations with the U.S. temporarily deteriorated following the accidental bombing of the Chinese Embassy in Belgrade, Yugoslavia, in May 1 and the collision of a U.S. EP- reconnaissance aircraft and a Chinese fighter in international airspace in April 001. Bilateral relations have gradually recovered from both incidents. China came out firmly in support of the United States following the September 11 terrorist attacks. Relations further improved with the October 001 and February 00 visits by President Bush to China and the October 00 visit of then President Jiang Zemin to the United States. However, differences remain between the U.S. and Chinese governments on some political issues such as non-proliferation, human rights, and rules over Tibet. All these issues will continue to color the relationship between the two countries.

Diageo needs to be tactful and knowledgeable of current political developments and risks involved. As Chinese service and entertainment industries continue on a downward spiral after the SARS crisis, demand for products related to these industries such as drinks and alcohol will decrease. There will also be the possibility of people in China banning U.S. goods if China and U.S. relation become worse.

Currency Issues

China has effectively pegged the exchange rate for its currency at RMB 8. to USD 1.00 since 17. With the fall in interest rates overseas, particularly the United States, China still maintained a good position in its balance of payments. Although some foreign observers believe that RMB is under-valued versus the U.S. dollar, the Chinese authorities have clearly indicated their belief that preserving stability in the exchange rate with the dollar serves China's interests. Depreciation of the RMB will decrease the average family's disposable income, meaning less and less people will be able to afford foreign goods. However, Diageo will be able to decrease its cost of doing business in China because U.S. dollar is valued more after RMB deprecates. Same amount of U.S. dollar will allow Diageo to purchase more goods in China.

In general, Chinese companies are not permitted to retain foreign exchange. In business deals with Chinese companies, U.S. companies have been asked to keep a portion of the Chinese companies?hard currency earnings in foreign bank accounts to avoid reporting and turning it over to the foreign exchange control authorities. In 17, China issued a new rule allowing some Chinese enterprises that meet a certain criteria to establish a foreign currency account in a designated bank, thus retaining a limited amount of foreign currency earnings. The banking sector is one area that has benefited from WTO accession. Client restriction on foreign banks?foreign currency services was one of the areas immediately removed upon China's WTO accession, which meant foreign banks could offer foreign currency services to corporate and individual clients.

Ethics Environment

Corruption remains widespread in China. Although the government launched a high profile anti-corruption campaign, these efforts are hampered by the lack of truly independent investigative bodies. Numerous senior provincial and municipal officials came under scrutiny, but there are widespread reports that many senior officials and their family members used their connections to avoid prosecution. Banking and finance are among the sectors most afflicted by corruption, as are government procurements and construction projects. China's business practices commonly involve grease payments?which may be in violation of U.S. Foreign Corrupt Practices Act.

For Diageo, it will be important to maintain goodwill with business associates while obeying both Chinese and U.S. laws. Diageo will have to make good judgment on what firms and banks to deal with, and which to stay away from. Any wrong move could lead to potential dangers in the future.

Infrastructure Analysis

Although developing at an impressive rate, China generally has very poor infrastructure. It is stricken with power shortages, weak transportation, and relies on the support of billions of dollars provided by foreigners. Recently, infrastructure investment has been a key element of China's economic growth potential with major infusions scheduled for the road, railway, port, telecommunications, oil and gas, and coal sectors. Since 18, the Chinese government has issued about RMB 70 billion in special bonds to fund infrastructure projects aimed at stimulating the domestic economy.

Telecommunications

Infrastructure development in the telecommunications sector remains strong and China now boasts the largest wireless networks in the world. The Chinese government has made telecommunications and IT development a national priority and enacted preferential policy initiatives to promote telecommunications modernization throughout the country. Computer and Internet connections are also becoming more and more popular and affordable in China.

With the increasing rise of technology and development of the telecommunications system, Diageo should not have to worry about communicating employees in overseas company via internet and phone communications.

Transportations

China's inadequate transport system constitutes a serious obstacle to future economic growth, with virtually every facet of it already run to capacity. The backbone of the system remains the railway. New railways recently constructed include a ,81 kilometers north-south link bisecting the existing coastal routes. The road network has also failed to keep pace with a rapid increase in the number of automobiles on the roads. Similar problems affect ports, of which Shanghai remains the most important, accounting for 0.7% of sea cargo handled. Despite the difficulties of distributing nationally in China, which stem largely from the country's poor transportation infrastructure, the large volume sales and relatively low retail prices in China have encourage investors to set up regional plants.

Diageo should take into strong consideration about the relatively poor transportation systems in China. A company such as Diageo needs a strong transportation system to be able to ship its products across different parts of the country. Without a properly fitted system, delays and problems will certainly affect business for the company.

Human Resources

China had made considerable strides in reducing the number of illiterate people. In 000, illiteracy had decreased from 14% in 10 to 8% for males and % to 1% for females. The youth illiteracy rate is even lower % to 1% for males and 8% to 4% for females. Many rural schools are inadequately funded despite a notional nine years of compulsory education, and very small percentage of people attends college and higher education institutions.

China will continue to suffer in the future from an acute shortage of skilled personnel. Diageo will easily find workers in China that are suited for its labor-intensive beverage production; however, it might become a big problem for the company to find highly skilled management personnel to run the subsidiary in China.

Location

China is a collection of large and distinctly different regional markets. Studies have identified six regional markets each with a population of over 100 million and a GDP exceeding USD 0 billion

?Northeast ?Heilongjiang, Jilin, and Liaoning

?Greater Beijing ?Beijing, Tianjin, Hebei, and Shandong

?Central Provinces ?Shaanxi, Henan, Hubei, Anhui, Jiangxi, Sichuan, and Chongqing

?Greater Shanghai ?Shanghai, Jiangsu, and Zhejiang

?Greater Guangdong ?Guangdong, Fujian, Hainan, and Hong Kong

China's central inland region is less developed and the west region is the least developed. Most of China's economic and commercial activities are concentrated on the coastal regions such as Greater Beijing, Greater Shanghai, and Greater Guangdong.

Shanghai, the core of the Yangtze Delta Region, would be the ideal location for Diageo. There are more than 180 million consumers in this region over an area approximately the size of Great Britain. Shanghai is the natural focal point of all the potential wealth on the Yangtze River basin. As communication, power and transportation keep developing in the basin, the Shanghai area will soon surpass the regional wealth of South China. With regard to distribution, Shanghai has a quite decent developed system. The Chinese government in this area has encouraged retailing, and the number of supermarkets rises systematically. Shanghai also offers special investment zones offering a variety of incentives for foreign investors, the most famous example being the Pudong area in Shanghai. Furthermore, Shanghai consumers are traditionally reckoned as people open to foreign influences and fond of international brands, this fact together with their relatively high incomes have proven to be good reasons for Diageo to locate and invest in Shanghai.

Culture Analysis

Hofstede Scale indicated that China has many different workplace values compared to the United States. China rates high on long-term orientation/Confucian dynamism (118), and power distance (80), moderate on assertiveness (50), and getting low scores on uncertainty avoidance (8), and individualism (10). In general, the Chinese are focused on the future, value dedication, hard work, thrift, perseverance, and saving for the long-term. The average Chinese worker will concentrate on fitting in with the group and maintaining well defined social networks and boundaries.

Regional Customs

There are many different provinces, dialects and regional cultures throughout China. Diageo will need to segment the market and understand the differences among the different regions. Since it is recommended that Diageo put forth most of its marketing efforts to Shanghai consumers, Diageo managers must understand how Chinese urban mentality and its traditions interface when dealing with both marketing and employee situations.

Consumers

Chinese consumers are pragmatic, price and quality conscious and careful planners. Most Chinese consumers are sensitive to price and will usually choose the less expensive product unless they can be swayed by better after-sales service or clearly better product quality. While they clearly prefer imported, high-quality products, they do not blindly buy Western. China's consumer preferences tend to differ according to geographic location, as regions vary in their levels of economic development. As a matter of fact, there are also significant differences in purchasing power and attitudes between rural and urban residents. A number of Chinese consumers can afford foreign-made appliances, food and other goods. Diageo needs to bear in mind that 70% of all Chinese live in rural area, and they look for quality at a good price.

Relationships

Personal relationships (guanxi?in Chinese) in business are critical. The Chinese feel more comfortable dealing with old friends? and it is important for exporters, importers, and investors to establish and maintain close relationships with their Chinese counterparts and relevant government agencies. It is equally important that American exporters encourage strong personal relationships between their Chinese partners, agents or distributors and the buyers and end-users. A web of strong personal relationships will help ensure smoother development of business in China.

Recommendation

Before arriving at a recommendation, it is important to summarize the anticipated advantages and disadvantages Diageo will face in China

ProsCons

Largest market sizePoor consuming power

Cheap labor supplyStiff competition

Stable currencySlim profit margins

WTO accessionHigh country risks

Potential market in ShanghaiUnstable relation with U.S.

High long-term orientation dynamismWidespread corruption

Poor infrastructure

Lack of highly skilled workers

It is not recommended that Diageo enter the Chinese beverage market at this time. Competition in this industry is intense, profits are slim, and there are great risks doing business in China. However, Diageo should not forgo such a large market either, the company should observe the economic, political, and culture environments in China closely for a longer period of time. If China continues improving its market under WTO's influences, then Diageo can enter with more confidence.

1.Ambler, Tim, Doing Business in China? New York Routledge, 000.

. Business Outlook China? Country Monitor, October 7, 00. Available from ABI-Inform Global

.Country Insights China, Global EDGE Web Site, http//globaledge.msu.edu/ibrd/cioffsite.asp?URL=http%A%F%Fwww%Eeconomist%Ecom%Fcountries%FChina%F&CountryID=17&CategoryTitleText=CHINA, September, 001.

4.Country Report China, Mongolia? The Economist Intelligence Unite, London The Unit, 001.

5.Daykin, Tom, Flavored Malt Beverages Swamp Market? Journal Sentinel Online, http//www.jsonline.com/bym/news/nov0/66.asp, November, 00.

6.Diageo PLC Annual Reports, 1-001.

7.Diageo PLC Web Site, http//www.diageo.com, August 15, 00.

8.Dixon, John, Entering the Chinese Market the Risk and Discounted Rewards? Connecticut Quorum, 18.

.EU-China Business Co-operation Opportunities o the Beverage and Food Industry? http//europa.eu.int/comm/europeaid/projects/asia-invest/download00/mpm46_chinaexecutivesummary.pdf, May, 000

10.Hoovers.com Diageo PLC ?August 14, 00

11.Hu, Zuliu, Why Is China Growing So Fast? International Monetary Fund Web Site, http//www.imf.org/external/pubs/cat/doctext.cfm?docno=WPIEA07516, August 15, 00

1.Luo, Yadong, How to Enter China ?Choices and Lessons? Ann Arbor The University of Michigan Press, 000.

1.The Prospect of Chinese Alcohol Industry? Asianinfo Daily China News, March 6, 00.

14.Sullivan, Jeremiah J., Exploring International Business Environment nd ed.? Boston Pearson Custom Publishing, 00.

15.Sullivan, Jeremiah J., IBUS 00 Website? httpfaculty.washington.edu/jerrys/ibus/ibus.html, August 14, 00.

16.World Bank, World Development Indicators, 00

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Operation Management

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I had little knowledge of operations management prior to this course, I think I had perceived it as something exclusive to manufacturing and industry. I linked it purely to oily machine shops and large, noisy machines producing goods. I discover that the principles and techniques of operations management apply equally to the effective running of services and although not there yet it is my intention to use this assignment to help me to develop a well managed, organised and planned work environment. The team I manage is the Family Support Team, which is part of Newcastle Social Services Directorate.

Family Support Team.

The Family Support Team was established in April 001. It superseded the Community Support Team, which had the remit to prevent accommodation of young people over the age of ten into local authority care and the Family Resource Team, who provided assessment for children under the age of ten within the child protection guidelines. The Family Support Team was an expansion of the existing services, as the City of Newcastle wanted to increase the resources to prevent reception into public care/accommodation and have a positive impact on the Child Protection Registration. The Family Support Team became part of the Children and Families structure instead of the Accommodation Services in which the teams had previously belonged.

The Family Support Team currently consists of 14 Family Support Workers,

1 Senior Family Support Worker, Social Workers, 1 Family Support Co-ordinator, 1 Social Work Assistant, Black and Ethnic Minority development workers, 4 full time Admin posts, and a partnership with Newcastle, North Tyneside and Northumberland Mental Health Trust who provide Paediatric Nurse posts.

The team also has workers based with a Sure Start project and a worker based with a community family health centre.

The Newcastle Drugs Action Plan includes a Drug and Alcohol specialist midwife post based with the based with the team.

A Social Work Team Manager (Dave Lally) manages the Team.

Key Objectives Family Support Team

ɨ To prevent family break down and the placement of children in crisis

ɨ To support the rehabilitation back home of children and young people

ɨ To impact positively on Child Protection and Re registration rates, and reduce the time children spend on the register

ɨ To offer a range of Family Support Services to vulnerable families and children in need

ɨ To provide focused intervention with individual young people that will enable them to remain living with their family

ɨ To provide Family Support to Asylum Seekers and Refugees

ɨ To Network and build Partnerships to counteract the problems faced by families in Newcastle.

For the purpose of this assignment the Family Support Team (FST) is the organisation, within which there are several operating systems and subsystems.

The operational function of the FST as an organisation can be broken down into several activities

MARKETING

Promotional leaflet, road shows and Web site.

ACCOUNTING AND FINANCE

Management of charities grants, monitoring of expenditure, pay staff, prepare and manage budgets.

SERVICE DEVELOPMENT

Design new methods of working with families, focus groups, research and evidence based practice.

OPERATIONS

Referral process, case transfer, and reviewing, emergency response and duty system.

PERSONNEL

Recruitment and selection of staff. Training staff and scheduling staff.

PURCHASING

Support from external agencies, equipment and consumables.

TECHNICAL Virtual Electronic Social Care Records.

There are many definitions of operating systems all very similar

Organisations use their resources to change the state or condition of something to produce outputs. This process is known as transformation. I will use the transformation model to describe the operating system of FST.

See Fig.1.

In the FST model there are two types of input

1. Transformed resources made up of Information and Customers; in this case the customer (family) is the dominant resource.

. Transforming resources, including social work staff, admin support, the building Cragside House and its facilities.

The FST transformation process involves customer processing where the parent, child or family undergoes a significant change, in this case in their emotional state, behaviour and physical wellbeing.

The output of the FST transformation process is services to families and are best described as intangible as they can not be physically touched but the results of offering the service can certainly be felt and seen, e.g. changes in someone's psychological state. As a service FST is neither storable nor transportable.

The outputs of the FST can be described using a Service Delivery Model, (see appendix 1). I am using this model as an example because I used it as part of a Team Development Workshop in February 00 with no knowledge of operations management but have found it helpful to identify the operation for this assignment.

The model uses an axis. The operating system I am concerned with is associated with the direct work to the left of the vertical axis and is made up of two sub systems, above and below the horizontal axis.

Like all organisations FST has a number of parts that can be considered to reflect the whole operation they are part of. The FST is itself only part of a the larger social services directorate and so on… This Slack refers to as an ' operations system hierarchy'.

The sub system or operation known as 'Duty' in Fig 1, produces outputs that are the input for the operation referred to as 'Family Support'. This arrangement is described by Slack as the internal customer internal supplier relationship.

The organisational aims and objectives are the same for both operations and it is essential that the external customer experience little or no difference between the two as they are transformed. I am going to concentrate on the operation 'Duty'.

When looking at this operation I first need to classify it, there are four generally accepted classifications for an operation

1 Manufacture.

Supply.

Service.

4 Transport.

Quite clearly if we use these classifications as sited by Wild we can see that FST is a service operation as there is a change in the state of the input.

Wild further goes on to classify service operations by how the organisation plans to meet the expectations of the customer.

By using Wilds classification model, we can see that when the FST first started it attempted to have a service that combined two structures into one. It attempted to have a fast immediate response to new customers on demand, whilst at the same time using a social work model of planned intervention based on appointments. This did not work and certain metaphors come to mind like; 'blue arse fly' and 'headless chickens'

It was at this stage that I decided the team needed a specialist group of staff to deal with the demand for rapid crisis response which I hoped would then allow the rest of the staff to get on with their planned case work. The planned work was suffering, leading to families experiencing more crises and there was then a vicious circle. Again I must emphasise that I knew nothing of operations management theory but can now use Wild's classification to explore the systems.

In the case of FST ' Duty' the following structure applies, see Fig .

Fig .

Using this classification of function we see that Duty is a customer response model, there is no stock of input resource apart from the queuing of customers, in a pure version of this system the customer is the stock and described by Wild as the Stock-Customer-Operation or; S-C-O. In the case of FST we have no control over this aspect of our stock, the queue varies and appears not to be influenced by anything that can be controlled or measured as future demand. Wild describes this classification as

In the case of 'family support' the system as represented in Fig is one of efficiency, where customers access the service by appointment. S-Q-O or Stock-Queue-Operation.

Fig .

Having earlier defined the operation as customer processing, I found it interesting to futher classify the type of sevice process the FST used.

Slack surgests there are three process types

1 Proffessional services.

Mass services.

Service shops.

This is based on the service process matrix proposed by Schmenner in 186, which included ' Service Factory' in its classifications. Schmenner also goes on to point out the implications this has for operations managers, I have looked at this in relation to FST.

The service requirements of the larger organisation, (social services) are that the FST is a targeted, high contact service, specialist assessment and planning service for individual customers and front office based with considerable discretion and automony for staff. This high level of customisation coupled with high labour intensitivity leads to a classification that FST is a professional service.

However when I look at how the service is set up I have to challenge this.

FST was formed following a lengthy restructuring (ney rationalisation) process that ensured the most experienced and best trained staff transferred elsewhere. The new team consisted of those least 'marketable' and vacances were used to absorb redeployment issues.

There is no dedicated training budget and the highest level of training offered to staff is the minimal standards set by the Department of Health.

I have to conclude therefore that currently the service is not a proffessional service. It would appear from the resources put in to the maintainance of the team that we are resourced as a mass service being asked to do a proffessional task. More likely this places FST in the position of a service shop, somewhere between professioal service operation and mass service. The challenge therfore for me is how to maintain the high level of quality demanded, by developing the skills of the staff at the same time as managing a flat organisation with ever decreasing costs.

As previously mentioned the customer is queing for this service and internally the relationship between the two systems includes a queuing process. This means then that FST operates a Push system as the services are provided to the customers as soon as and only when the team is ready. At times this does not suit the customer as they have to wait for a service. I believe this is inevitable in a service like social services , but we need to ensure that the staff operating the 'duty' system and the 'family support' operators meet each others internal requirements. It would be pointless to have one system ensuring a fast response if the customer then had to wait in an internal queue. As manager I need to ensure that staff do not take a heads down approach to their work and that workers relate to each others operations, are able to solve problems, communicate effectively and remain customer focussed.

Manageing this complexity is well sumerised by Schonberger and Knod (14)

Design of Family Support 'Duty' process

The response of the duty worker is often the first contact a customer has with FST, it is important then that we get this right. By this I mean it needs to be designed to meet their needs and expectations, this includes both internal and external customers. It is necessary therfore to seek feedback from the customer and from other sources that may give you information on the needs of the customer. The non - customer feedback received by FST comes from two main sources

1 Other professionals who know the customer and have identified what they believe to be the customers needs.

Research and evidenced based practice, this is often commissioned by government bodies.

The service design can as Slack points out start with the customer and end with the customer. It is then the task of the service designers to interpret this information and create the specifications for the service. In the case of FST that was my role, which I did with the team members. Unfortunately this role is not exclusive and at times external influences from other managers and departments have affected changes to operations.

Designing FST 'Duty'

There are two major aspects of designing a service

1 Defining a service that best meets the needs and expectations of the customer, in manufacturing this is known as product design.

Organising and utilising the available resources to best deliver this service. This is known asprocess design or planning.

The real difference between service design and manufacturing design is the emphasis placed on the process planning. In services the customer is often as much a part of the process as the product they use, whereas in manufacturing the customer may never experience the process at all.

Slack offers a model of design similar to this and describes three aspects to design that I feel fits the FST.

ɨ The 'concept' of FST Duty is that families referred from social workers to FST receive a speedy, relaible and customer focused service. The belief about the concept is that families are transferred seamlessly rather than join yet another waiting list.

ɨ The 'Package' is that there is an experienced/multi skilled worker avilable at all times to receive information (the referral), input data into Electronic Social Care Record, same day contact with family to arrange appointment or negotiate crisis response.

ɨ The process is mainly a front of house activity, known internally as 'front-line' with some back room support, 'back-up' . See fig 4.

Fig 4.

There was a need to market the concept of having a duty operation, but not with our external customers. They had driven and pushed the development with their feedback which confirmed the theory that as such the activity of design is itself a transformation process.

The layout had to be considered carefully, the office set up was origioally based upon individual choice, and had staff in groups of four it was my decision that the four duty workers should sit together to give duty a firm base. This involved the movement of about 1 people in all. One of frustrations for the workers is that they have to share computors and it did not go down well that I insisted on the duty workers had there own but it was accepted that this was necessary to enble them to respond quikly. The operation had to be set up using already hard pushed resources, and it was this reassignment of resources that some staff objected to, it was pushed through with the understanding that the remaining staff would not get tied up with unplanned work and therefore will be more efficient. It was important that I built in a reviewing process into the design. This evaluation process links directly to the performance of both operations as they are interlinked.

Quality management

Old school management talks soley of productivity or rather the limits to productivity as the way to judge how well an operation has performed. However it is generally acknowledged that this can only be used in conjunction with other factors and that quality and its control is a priority for any business. As the President of Hewlett-Packard said in 185

The main criteria used for evaluating operations according to T hannagan 18 are

ɨ cost of the transformation process;

ɨ quality of the service;

ɨ delivery. Speed and reliability of the service;

ɨ flexibility of the process.

Slack et al, 18 adapted this to define five major performance objectives

doing things RIGHTthe QUALITY advantage.

doing things FAST the SPEED advantage.

doing things ON TIMEthe DEPENDABILITY advantage.

CHANGING what you dothe FLEXIBILITY advantage.

doing things CHEAP the COST advantage.

Quality of FST Duty is imperative as the resources are so tight that we can not afford the time spent correcting mistakes, we need to get it right first time.

Speed; traditionally people have been made to wait for health and social services and common to all the customer feedback we have done indictes that families most appreciate not having to go through this waitng process and that a speedy response makes them feel important and worthwhile.

Dependability; the impact of work done by FST is affected by how trustworthy customers find us, many have had poor experiences of social work it is imperative that we constantly prove we are dependable.

Flexibility; Although we are a standardised process, the actual package for each family is unique. This is only possible if the operation is flexible. The Duty operation itself is designed to operate -5, however the whole service operates out of hours and 7 days per week. The duty staff also work these hours which alows for a great deal of flexible working.

Cost; Financial cost is a major factor for the service as a whole but only in relation to operating within budget. The real cost of the duty operation is in staff time as the staff who operate this had to be taken from the Family Support operation.

The FST Duty priortitises, speed, dependibility and flexibilty, see appendix 1. This is reviewed each week during the Thursday Duty meeting.

Most definitions of quality accept that high quality is a measure of excellence taken from the customer's point of view, no matter how we feel we are doing, we need to gain the customers perceptions. If we use the customer focused model similar to that used during the design of the operation then we see that the customer requirements are taken into account, research is done to get information on what others believe the customer needs and that this process is reviewed. See the customer focus model in fig 5, adapted from 'Management, Concepts and Practicies'.

As businesses have strived to become more customer focused inrelation to quality, they have used methods such as Total Quality Management (TQM)in an attemt to achieve this.

TQM employs a value based approach to quality management, a goal that an organisation aims to achieve or one that organisations may strive too but never achieve. Similar approaches to quality accept this, e.g Strategic Quality Management or SQM which as well as being value based, it is also systematic and sees quality improvement as having maximum straegic effect on the future of the organisation. This framework allows for the drive to improve quality being sustained without mking the claim that it is total quality.

TQM or SQM can be defined as

TQM provides an 'umberella' under which an orgaisation can use a variety of tools to improve quality. It is said that Japanise companies have moved away from having a framework to manage quality and simply have a corporate ethos that quality will be attained.

Strategically FST must stive to achieve the quality inline with Social Services Directorate and with Newcastle Local Authority corporate objectives. For this purpose the government has introduced its own Performance Assessment Framework, see appendix . This was highlighted in the latest Department of Health Annual Report in which it restates the government's aims and objectives for Social Services, sets out the targets to be included in the Public Service Agreements and clarifies the expected performance in relation to those targets.

The aim of this is to help councils develop their own performance management processes, compare this to other councils and priorities improving their own performance. The targets for the FST form the basis of our Key Objectives, are reviewed annually by the D of H and quarterly by ourselves.

One of the concepts that build on quality control is the 'just-in-time' JIT principle. This principle is concerned with improving efficiency and reducing waste, however it is more appropriate to use this if your operation is a 'pull' operation, we have already classfied Duty as a 'push' system.

CAPACITY and SCHEDULING

Slack defines the capacity of an operation as

Managing capacity requires two major elements; the insight to determine the 'steady-state' or average levels of demand and the ability to be flexible at those time when the demand levels fluctuate. Slack referrs to this as' forcast' which determins the level of demand, 'level capacity' which allows you to control demand by appointment, 'flexible capacity', that allows the operation to react to changes in demand and 'established level of capacity'

Which enables the operation to balance it's activities to avoid bottle necks, e.g queueing theory and work study.

Wild identifies six similar stages

Demand estimation.-estimation of demand.

Aggregate capacity planning- aims to develop a medium to long term staement of capacity requirements.

Master operations schedule (MOS)- this is a breakdown of the aggregate plan, showing when the operations are required for each item of demand.

Rough-cut capacity planning-this is the analysis of the MOS to test out its feasibility.

Detaied operations schedule (DOS)-If the MOS is feasible then a detailed schedule for all operations is completed.

Short-term resheduling and prioritising and controll-allows the operation to react to changes in demand.

Wild defines capacity management as

and describes scheduling as being

The management of capacity will be influenced by the objectives of the organisation, which determins what needs to be achieved and the structure of the operating system which will determin what can be achieved.

FST Duty was set up because we were unable to cope with the ammount of work the team inherrited along with the new work it was expected to do. Inorder to satisfy current and future demand we needed a different system. The expected work output of the FST is set externally by people/ systems that have little or no knowledge of how the team functions, it is my role to manage this and meet targets.

This poses certain problems for me

ɨ What is the capacity of FST?

ɨ How do I control the keep the capacity level?

ɨ Can I forecast demand?

ɨ Can we deal with fluctuations in demand?

ɨ How do we aviod bottleknecks?

ɨ

The directorate or some senior manager decided that unqualified staff and health staff can carry the same case load level as a fully qualified social worker, 10 cases. Using their model for deciding capacity FST has the resource of 17.5 staff that gives the potential capacity to work with 175 cases at anyone time. The target set per annum is in excess of 400 families. This allows each staff member to meet the needs of a maximum of families per annum-(pa + currnt case load of 10 = ) Staff are available to work approx 46 weeks per annum, therefore each family will receive 1.5 working weeks support. This amonts to 55.5 hours per family per annum, however as one worker has 10 cases at any one time then we need to divide this roughly by giving each family a total of 18.5 hours.

This method clearly does not work as it pays little attention to the needs of the customer apart from time.

How do I then control the demand, the duty was set up with mainly this in mind. The Duty function, operates on speed with an emphasis on the assessment and planning stage of the service rather than the intensive support stage, this requires fewer resources than the family support function as it is seen as short term and will and will provide the imputs for family support. Therefore the Duty system operates 4 times more effeciently than the family support, but can not meet any of the long term expectations this emphasises the interdependancy of both operations.

The duty system also allows some control over the capacity level in the sense that it can filter out less urgent cases and deal with them direct. This also reduces the queue of families waiting for the family support operation.

The forecasting of demand is difficult, there are some seasonal variations e.g. September and October are always bussy because of the reamergence of schooling problems, Febuary is always a time of hightenned stress in families due to loan implications of the financial cost of X-mass. (loan sharks not TSB) One way I have forecast is to look at historical data. This entailed extrapalating data from several old data bases in an attempt to identify issues for the future. This is known as quantitive forecasting and differs from qualitive forecasting which involves surveys and questionnaires etc…and depends on making judgments about the information.

Fluctuations in demand are delt with by the flexibility of the operation, although operating am-5pm the workers are contracted to be available 8.0am-8pm, seven days per week. This enables the working day dedicated to Duty to be extended at any time aith no added financial costs. The workers are empowered to adjust this time themselves, it does not need the operational manager to decide.

The issue of bottlenecking is a frequent concern at the FST, if cases can not progress from Duty into family support because family support does not have the capacity then the whole operation becomes constrained. Strategically it would be benificial to increase the resources for family support but this is not always possible. Sceduling in service opreations is not as clear as in manufacturing, where Gantt charts have been used for many years as a method of control, withtime charted on a horizontal axis and actions/tasks on a vertical axis. Horisontal bars represent plannes scedules and the time required for each task. I have never attempted to schedule for Duty or family support using tools such as Gantt, but feel confident now to try and will include this as a possible improvement.

Most of what I have discussed in this assignment is based on maintaining the operation and micro-operations that I am responsible for. There are areas that can be improved and this reflects the complete absence of any theoretical backround when these operations were first established. However it would be wrong for me to simply leave it at that as it would be tantermount to complacency which could be the end of a reletively new service like ours. In fact this could give me the edge as I am convinced that few managers in socail work have this background or if they do they appear to place little value in implementing it.

surgestions for improvement

ɨ Accurate information from customers updated regularily.

ɨ Schedule both operations using Gantt chart.

ɨ Improve monitoring inorder to speed up the output from the family support system to prevent bottle-necking.

ɨ Stop fire fighting.

ɨ Review the operations by asking

1 Where should we be?

Where are we?

What are our objectives?

4 How do we meet these objectives?

5 Has the environment changed?

6 Has the competition changed?

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Renissance Arists

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Review of Renaissance Artists

Basic ideaHow the church was the center of European life during the Middle Ages and the Renaissance

Philosophy of IdeasvCathedral was the center of community lifevOriginally worked for their after life and then switched to living here and now

The ArtsvPaintings were done on walls, wood, and illustrations in booksvSculptures done on wood and stone; mainly religious scenes, symbols, and personsvCathedrals were the crowning achievements of medieval art

Components that make up musical style like RhythmvNo system of notating rhythms existedvDeveloped a notation based on two note valuesvSteady beat, free in rhythmvEach part had its own style of accentsvNo bar linesvPolyatomic parts had personal rhythms and flexibilities

MelodyvScales emphasized the first and fifth tones which led to the modern scale system of todayvChurch chants developedvRange never went over an octavevMainly moved by stepsvAs time passed, things changed, such as raising or lowering some tones by a half step, creating chromatic tonesvStarted to become more complex, range was extended as well as the use of leaps, and use of the chromatic tones

Harmony and CounterpointvFrom 00-100 polyphonic texture was popularvOnce in a while the two parts moved together (punctus contra punctum counterpoint) At other times one voice sang a long-tone melody while the other sang a rapid series of notesvAdded a third part then more and more parts were added making the polyphony becoming more complex and differingvBegan to use a combination of voices and instruments

Tone ColorvLimited to a low drone, so this was probably common soundvNasal sound in both voices and instrumentsvColorful much like the costumes were to the eyevUnification became preferred so a basically uniform tone color with high and low notes formed

FormvDetermined by the textvMelodies followed the natural flow of the wordsvDominant form was the music for the Catholic Church with five sectionsvUsed both polyphonic and homophonic texturesvDuple and some triple meter became popularvInstrumental music developed because of better manufacturing styles and a collection of more music

ComposerMachaut, Guillaume de

Brief biographical sketchBorn 100 in Reams, ChampagneDied c.177A great part of his life was spent in the service of John of Luxemburg, King of Bohemia. He was both a composer and a poet. Three quarters of his work still in use are unaccompanied poetry.

Why was this composer important in music history?His approach to music was abstract, which manifested itself in the mathematical basis of consonance and dissonance. He also influenced the isorhythmic principle, in the levels of rhythmic layers, and in the number of manuscripts of motets.

What special contribution did he/she make to the art?He was the first person to use isorhythmic where the melody line is repeated and all of the sudden is paused.

Why is their music still being performed today?Because of the sound and unique structure of how it was written. The layered of rhythmic lavers is the first written.

List the composers most important worksMesse de Notre Dame (Mass of Our Lady)Hoquetus David

Major Visual Artists in Guillaume de Machaut's life (100-177)vGiotto (166-17)vJan van Eyck (ca. 170-ca. 1440)

Major People in Literature During Guillaume de Machaut's life (100-177)vDante (165-11)vBoccacio (11-175)vChaurcer (ca. 140-1400)

Major Historical Figures During Guillaume de Machaut's life (100-177)vMarco Pollo (154-14) explorer

ComposerGuillaume Dufay

Brief biographical sketchBorn c.1400 in Cambri, FranceDied November 7, 1474The majority of his life was in Cambri. He joined a choir with fifteen to twenty other members originally. As the years passed, members, including Dufay, moved to other choirs for money and other such reasons. Guillaume Dufay was achieve figure of music schools because of his completion of education as a choir master as well as being very well-educated in most aspects of music.

Why was this composer important in music history?His attempt to move towards a clearly defined tonal and functional harmonic structure helped prepare one of the most important stylistic developments of the following century. Dufay changed music in such ways as paths toward modern day harmonies, use of third intervals, and new structures of staffs. Changed chants to harmonies.

What special contribution did he/she make to the art?His contributions to the development of faux-bourdon and the cyclic mass are of unique interest. He was one of the first composers to manage four-voice texture with any kind of reliable skill before the end of the 15th century. Dufay wrote many types of music including dramatic cycles, cyclic masses, isorhythmic motets, and simply ornamented hymns. First to write music for instruments.

Why is their music still being performed today?Dufay's works are known as the supremely polished works of a long period of a slow and stylistic change.

List the composers most important worksEcclesiae militantsMissa Sancti JacobiSupremum est mortalibus bonumSe la face ay paleEcce ancilla DominiL'hoome armeAce regina caelorum

Major Visual Artists During Guillaume Dufay's life (Ca. 1400-1474)vJan van Eyck (ca. 170-ca. 1440)vDonatello (186-1466)vLucca della Robbia (ca. 1400-148)vAntonio Pollaiuolo (14-148)vGiovanni Bellini (ca. 140-1516)vAndrea del Verrocchio (145-1488)vSandro Optically (ca. 1444-1510)vHeironymus Bosch (ca. 1450-1560)vLeonardo da Vinci (145-151)vAlbrecht Dürer (1471-158)

Major People in Literature in Guillaume Dufay's life (1400-1474)vChaucer (ca. 140-1400)vMachiavelli (146-157)

Major Historic Figures During Guillaume Dufay's life (1400-1474)vGutenberg(18-1468) printing pressvColumbus (1446-1506) explorervJohn Cabot (1450-148) explorervErasmus (1466-156) philosophervVasco da Gama (146-157) political philosophervCopernicus (147-154) astronomer

ComposerJosquin Des Prez

Brief biographical sketchBorn 1440Died 151Spent most of his life in various Italian cities. Traveled and spread the Northern polyphonic style.

Why was this composer important in music history?Josquin's primary concern is with the direct expression of texts, and it is this humanistic quality that set the stage for the main portion of Renaissance and Baroque music.

What special contribution did he/she make to the art?Spread the northern polyphonic style. Four voices in his music. Combined piety, technical mastery, and individual discretion.

Why is their music still being performed today?Because they are long, comprising masses, motets, and secular songs. His style is marked by the technique of pervasive imitation, in which several vocal parts share material in a subtle connecting way.

List the composer's most important works.Missa Pange LinguaMilles RegretzNimphes des boisAve Maria gratia plenaMiserere mei DeusDe profundis clamavi

Major Visual Artists During Josquin des Pres' life (1450-151)vDonatello (186-1466)vLucca della Robbia (ca. 1400-148)vAntonio Pollaiuolo (14-148)vGiovanni Bellini (ca. 140-1516)vAndrea del Verrocchio (145-1488)vSandro Botticelli (ca. 1444-1510)vHeironymus Bosch (ca. 1450-1560)vLeonardo da Vinci (145-151)vAlbrecht Dürer (1471-158)vMichelangelo (1475-1564)vTitian (1477-1576)vRaphael (148-150)vMatthias Grunewald (1485-150)vAndrea del Sarto (1486-151)vBevenuto Cellini (1500-1571)vTintoretto (1518-154)

Major People in Literature During Josquin des Pres' life (1450-151)vRabelias (ca. 140-155)

Major Historical Figures During Josquin des Pres' life (1450-151)vGutenberg (18-1468) printing pressvColumbus (1446-1506) explorervJohn Cabot (1450-148) explorervCopernicus (147-154) astronomervBalboa (1475-1517) explorervSir Thomas More (155) statesmanvFerdinand Magellan (ca. 1480-151), explorervMartin Luther (148-1546) Protestant ReformationvHernando Cortes (1485-1547) explorervHernando de Soto (1500-154) explorer

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Social Criticism in A Doll's House

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In A Doll's House, Ibsen as he often does, criticizes society and the ways of life in that time. Ibsen shows this in Torvold's overwhelming power and control over Nora. This is also seen in the way that Women are weakened by society. Lastly it is shown in the way that Torvold tries to maintain a good reputation to the public. Ibsen critics many different aspects of society from the way that the male figure is so dominant in marriage, next how the woman does not have much of a role in society, and finally how reputation is more important than morals.

First is the way that the marriage between Torvold and Nora is put to shame due to the overpowering actions of Torvold. One example of Torvold's dominance was his forbiddance of macaroons in the house. Another was the way that he dressed her for the Costume party. All this time Nora had pretty much been loyal and listened to all of what Torvold had said, and then the one time that Torvold cold have been loyal to Nora and believed her and been on her side he didn't and instead was thinking about himself. This shows how much of a one-sided marriage it was and how it was a mock on society, mainly the ways of the upper class.

Next is the criticism of the role of the women in society. It was basically a time where the woman could not do anything for herself. An example of this from the book is the loan that Nora took out to save Torvold's life. Nora could not take out the loan herself due to the fact that she was a women and only men could take out loans, a women could only take out a loan if they had the consent of a husband or a father. Due to the fact that she was doing this for Torvold she went ahead and forged the documents knowing that it was wrong and could end up getting her into trouble. This was a total mockery on society due to fact that even though Nora was doing this to save the life of her husband she not only was not aloud to do it but then Torvold found out he was not happy she saved his life but mad about what it could do to him. Therefore showing the very weak role of women in society by saying that Torvold would have rather died then have a women save him.

Last is the idea that in the upper class of society the most important part of your life is how others portray you, bringing me to my next topic which is how Torvolds reputation was more important than his family life and morals. As was sad before Nora had been very loyal to him for the years of their marriage and then when it came to the point where Torvold could return the favor to Nora by defending her and he was more concerned with making sure it doesn't get out so that his reputation would not be ruined. Ibsen is criticizing the social ways in this situation due to the shallowness of the upper class in dealing with this sort of problem.

Another author that criticizes society in his work is Harper Lee. In the novel To Kill a Mockingbird Lee does a great job at putting down and mocking society. The difference between Ibsens criticism and Lee criticism was that while Ibsen focused on the upper class, Lee's criticism is focused more towards the lower class. An example of criticism in the novel is the way that a black person of that time and place was unjustly accused of a crime just because the color of his skin, and even if their was evidence to support and prove him innocent the jury of all white men would probably convict him once again because the color of his skin. This also brings up the fact that even though Atticus Finch was a lawyer and it was his job to defend the defendant, he was still pressured by the white community even to the point where his life was threatened just for doing his job. Although this is only a couple examples of criticism it gives a similar idea to that of Ibsen, being that society is full of flaws and the only they can be changed is by criticism to try to connect to the social ways and change them.

In conclusion Ibsen criticizes a wide range of social issues of the time. Now although there are three different examples of his criticism there seems to be a relationship between the three, and that is the fact that they are all mocking the ways of the upper class. From having a fake and overpowering one-sided marriage to being fake to preserve ones reputation to the lacking role of women in society Ibsen manage to do a good job of mocking the ways of life then. Finally even though it was probably not only the upper class for the sake of arguments we will say that it was and the examples and arguments that I have presented all lead to one thing and that is that the upper class in society is not only fake in their actions, and to the point of the women's roll to be so miniscule, but also very concerned with others opinions.

Helmer is a successful bank lawyer in the drama A Doll House written by Henrik Ibsen. His wife's name is Nora. She is a housewife with three children and gets help raising them from her maid Helen. Nora and Helmer are both busy people within their lives. Little do they know that their marriage is not safe due to the fact that it is not given first priority in the lives they led. The action takes place in their home. Helmer is very protective when it comes to the family image that is portrayed to the public. This is because his career, as a lawyer, depends on it. He feels that he should have a perfect public image for the sake of his career and not his family, since that is what comes first in his life. This is seen when he discovers a letter from a bank that his wife, Nora, gets a loan from. He finds out that the loan was acquired illegally through forgery. She uses her father's signature. Helmer immediately strips her of all her rights to him as his wife and to the children as their mother. He does not ask for divorce since this will not be a good public image for his career, instead he asks her to have a separate room from his and limits her time with the children. Helmer is the rule maker of his house. He meticulously gives details on how he wants his house run. He has set time for everything, when the meals are prepared, when the children should go to sleep, when they should wake up, what to eat, when to check the mail etc. This is probably the reason why he is successful in his career. He is again putting his career as first priority and uses the principal that he applies to it in the family. Helmer has an office in the house of with he gives limited accesses to his wife, Nora. He treats her as if she was one of his children instead of his wife. He entertains his official friends in the office in closed-door sessions and usually doesn't fill in his wife on his business. Career comes first for Hemler. The key to the mailbox is in the hands of Hemler. It looks like he does not take his wife as an equal by not giving her a spare key. He wants to be the first one to handle all the mail, scans the letters in the box and then distributes them to the appropriate people. His wife again is placed second to his business. Nora, Helmer's wife is also very protective when it comes how her husband views her. I see this when she hides the fact that she is having chocolate, which is forbidden in the household. She would rather let Dr. Rank, a family friend, know about the chocolate and not her husband. The doctor actually helps her to hide the package when Helmer walks into the living room. She also puts him in second place in her life. Nora also tells her friend Mrs. Linde about the money that she squeezes out of her house hold budget to pay for the loan she took from the bank. She does not tell her husband about the loan because she knows how he will react towards her and the issue. She protects herself instead of their relationship, putting their marriage in second place. The family friend doctor tells Nora how he has been in love with her for a long time. She reacts negatively letting Dr. Rank know that she will not tolerate his behavior. She keeps it from her husband since she wants to maintain an innocent view from him. The hiding of such issues from Helmer is first priority instead of her marriage. Nora is caught red-handed lying about the visit of Nis Krogstad, the banker. Nis is responsible for the Nora's loan. Helmer asks about the banker's visit and she denies the fact that he had come the their house. She is constantly lying just to save herself from changing her husbands view towards her. The blow to their marriage happens when Helmer discovers that his wife forged a bank document to get a loan. He gets angry and strips her of all her motherly and wife rights. Another letter shows up and clears them form the forgary He changes immediately and reinstats Nora back to her postion in their home. This clearly shows that he loves his career more than anything else. Nora on the other hand expects her husband to show her a sacrificial love and take the blame for the forgary. At the end of the drama Helmer and Nora end up living separtae lives. They have both contributed to their marriage's downfall. Nora with her obsetion of wanting to always please her husband by using pretence, lies, undermining strategies and fear and Helmer with the

love for his career, hunger for power, control and his fear of un unplesant public image help to destroy one another. The most perfect family is no more since Nora loved herself excesivly and Helmer loved his career extremly.

Henrik Ibsen's A Doll's House, considers a very delicate situation experienced by a Scandinavian family in 187. Nora Helmer, the main character and adored wife of Torvald faces a life-altering dilemma. She has to decide whether to remain with her obsessive husband in his sheltered home, playing the part of a doll, or take the initiative to leave and seek out her own individuality.

There are three minor characters that have a significant impact on the final decision that Nora attains. Each one, representing some particular social aspect, is essential to the development of Nora's character. Krogstad, Dr. Rank and Mrs. Linde have all had a long-standing relationship with the Helmer family, but neither character can provide Nora with a completely reassuring path to follow. She must discover this for herself, as they can only help to point her in another direction other than the one that Torvald has.

Nils Krogstad is in fear of losing his job at the bank. He will stop at nothing in order to retain his position, as he has struggled relentlessly to get to where he is now. Krogstad was guilty of committing the same crime as that of Nora and although their motives were different, the law still regards their actions as fraudulent. In all of his ruthlessness and selfishness, Krogstad represents the desperation that Nora experience's throughout the play as she tries to figure a way out of her desperate situation. She had gone to him in her time of need and now he has approached her in his time of despair. However, she is unable to assist him because it would mean that she would have to involve Torvald and that is the last thing she wants to happen. Thus, Krogstad retaliates by explaining to her that if he goes down, she will go with him. But I tell you this if I'm pitched out a second time, you are going to keep me company(Ibsen ). He shows no sympathy, as he does not hesitate to destroy the reputations of both Nora and Helmer for his own benefit and to further his own standing in society. The character of Krogstad demonstrates that although one can overcome their fault and eventually move on with life, that person will ultimately revert to other similar acts of ruthlessness later in life.

Dr. Rank is also a long-time acquaintance of the Helmer's and makes frequent visits to their household. Nora enjoys secretly flirting with him until he admits that he has had a profound affection towards her for quite some time. This causes her to become upset towards Dr. Rank because his confession means that they can no longer continue their secretive game together. The connotation of the name 'Rank' has a symbolic meaning in Ibsen's play. The word rank denotes a stink or rot and may very well represent the depression experienced in Nora's life. The significance of his life helps to exemplify the loneliness and misery experienced by someone living in solitude. Evidence of his desolation occurs when he says, I'm slowly sinking. There's nothing to be done about it (Ibsen 45), and furthermore when he explains how he does not wish to see Torvald once the dying process begins.

On no account must he. I won't have it. I'll lock the door on him. As soon as I'm absolutely certain of the worst, I'll send you my visiting card with a black cross on it. You'll know when the final horrible disintegration has begun (Ibsen 45).

The very existence and fate of Dr. Rank manifests a sense of sorrow and despair and this forces Nora to take into consideration the particular lifestyle of his when making her decision to leave her family and home.

Mrs. Kristine Linde is a longtime confidante of Nora, and until the beginning of the play, has not seen her for nine or ten years. Since then, her husband has died and she was left with nothing, having to open a shop and run a school in order to get by. Now, she has returned to the Helmer's in search of more work. Mrs. Linde represents the social conformity that women can accomplish in that era. An example occurs when Nora asks her how it is possible that she was left with nothing and still able to move on. Mrs. Linde casually replies, Oh, it sometimes happens, Nora (Ibsen 8). Although she was able to overcome the death of her husband, it does not mean that she has necessarily been happy all this time, as she states,

These last three years have been one long relentless drudge…Just utterly empty. Nobody to live for any more. That's why I couldn't stand it any longer being cut off up there. Surely it must be a bit easier here to find something to occupy your mind (Ibsen 11).

The character of Mrs. Linde allows Nora to understand that by leaving, she will undergo many hardships however, she provides Nora with assurance, a sense of hope that women can make a living on their own, without a husband at their side.

In the end, all three minor characters have undergone a radical change, having arrived at some other position in life. Krogstad and Mrs. Linde have become a couple, and Dr. Rank is soon to pass away. This is significant, as Nora has chosen to abandon her family to pursue her own independence and individuality. She will no longer play the part of a doll and depend on Torvald to support her and resolve all of her problems and thus, takes a giant step forward towards the development of women as their own individuals. Ibsen's A Doll's House explores the role of women in the late 1800's and stresses the importance of their realization of this believed inferiority. Living in our present day society sometimes causes us to underestimate the transition that women have undergone throughout these last hundred years. However, Nora's progression at the end of the play arouses an awareness to an awakening society recognizing the changing view of the status of women at that time.

english

interpretation of Ibsens A Dolls House

A Dolls House is classified under the second phase of Henrik

Ibsens career. It was during this period which he made the transition

from mythical and historical dramas to plays dealing with social problems.

It was the first in a series investigating the tensions of family life.

Written during the Victorian era, the controversial play featuring a female

protagonist seeking individuality stirred up more controversy than any of

his other works. In contrast to many dramas of Scandinavia in that time

which depicted the role of women as the comforter, helper, and supporter of

man, A Dolls House introduced woman as having her own purposes and

goals. The heroine, Nora Helmer, progresses during the course of the play

eventually to realize that she must discontinue the role of a doll and seek

Our her individuality.

David Thomas describes the initial image of Nora as that of a doll

wife who revels in the thought of luxuries that can now be afforded, who

is become with flirtation, and engages in childlike acts of disobedience

(5). This inferior role from which Nora progressed is extremely

important. Ibsen in his A Dolls House depicts the role of women as

subordinate in order to emphasize the need to reform their role in society.

Definite characteristics of the womens subordinate role in a

relationship are emphasized through Noras contradicting actions. Her

infatuation with luxuries such as expensive Christmas gifts contradicts her

resourcefulness in scrounging and buying cheap clothing; her defiance of

Torvald by eating forbidden Macaroons contradicts the submission of her

opinions, including the decision of which dance outfit to wear, to her

husband; and Noras flirtatious nature contradicts her devotion to her

husband. These occurrences emphasize the facets of a relationship in

which women play a dependent role finance, power, and love. Ibsen

attracts our attention to these examples to highlight the overall

subordinate role that a woman plays compared to that of her husband. The

two sides of Nora contrast each other greatly and accentuate the fact that

she is lacking in independence of will.

The mere fact that Noras well-intentioned action is considered

illegal reflects womans subordinate position in society; but it is her

actions that provide the insight to this position. It can be suggested

that women have the power to choose which rules to follow at home, but not

in the business world, thus again indicating her subordinateness. Nora

does not at first realize that the rules outside the household apply to

her. This is evident in Noras meeting with Krogstad regarding her

borrowed money. In her opinion it was no crime for a woman to do

everything possible to save her husbands life. She also believes that her

act will be overlooked because of her desperate situation. She fails to

see that the law does not take into account the motivation behind her

forgery. Marianne Sturman submits that this meeting with Krogstad was her

first confrontation with the reality of a lawful society and she deals

with it by attempting to distract herself with her Christmas decorations

(16). Thus her first encounter with rules outside of her dolls house

results in the realization of her naivety and inexperience with the real

world due to her subordinate role in society.

The character of Nora is not only important in describing to role

of women, but also in emphasizing the impact of this role on a woman.

Noras child-like manner, evident through her minor acts of disobedience

and lack of responsibility compiled with her lack of sophistication further

emphasize the subordinate role of woman. By the end of the play this is

evident as she eventually sees herself as an ignorant person, and unfit

mother, and essentially her husbands wife. Edmond Gosse highlights the

point that Her insipidity, her dollishness, come from the incessant

repression of her family life (71). Nora has been spoonfed everything

she has needed in life. Never having to think has caused her to become

dependent on others. This dependency has given way to subordinateness, one

that has grown into a social standing. Not only a position in society, but

a state of mind is created. When circumstances suddenly place Nora in a

responsible position, and demand from her a moral judgment, she has none to

give. She cannot possibly comprehend the severity of her decision to

borrow money illegally. Their supposed inferiority has created a class of

ignorant women who cannot take action let alone accept the consequences of

their actions.

A Dolls House is also a prediction of change from this

subordinate roll. According to Ibsen in his play, women will eventually

progress and understand her position. Bernard Shaw notes that when Noras

husband inadvertently deems her unfit in her role as a mother, she begins

to realize that her actions consisting of playing with her children happily

or dressing them nicely does not necessarily make her a suitable parent

(6). She needs to be more to her children than an empty figurehead.

From this point, when Torvald is making a speech about the effects of a

deceitful mother, until the final scene, Nora progressively confronts the

realities of the real world and realizes her subordinate position.

Although she is progressively understanding this position, she still clings

to the hope that her husband will come to her protection and defend her

from the outside world once her crime is out in the open. After she

reveals the dastardly deed to her husband, he becomes understandably

agitated; in his frustration he shares the outside world with her, the

ignorance of the serious business world, and destroys her innocence and

self-esteem. This disillusion marks the final destructive blow to her

dolls house. Their ideal home including their marriage and parenting has

been a fabrication for the sake of society. Noras decision to leave this

false life behind and discover for herself what is real is directly

symbolic of womans ultimate realization. Although she becomes aware of

her supposed subordinateness, it is not because of this that she has the

desire to take action. Nora is utterly confused, as suggested by Harold

Clurman, She is groping sadly in a maze of confused feeling toward a way

of life and a destiny of which she is most uncertain (56). The one thing

she is aware of is her ignorance, and her desire to go out into the world

is not to prove herself but to discover and educate herself. She must

strive to find her individuality.

That the perception of woman is inaccurate is also supported by the

role of Torvald. Woman is believed to be subordinate to the domineering

husband. Instead of being the strong supporter and protector of his

family, Noras husband is a mean and cowardly man. Worried about his

reputation he cares little about his wifes feelings and fails to notice

many of her needs. The popular impression of man is discarded in favor of

a more realistic view, thus illustrating societys distorted views.

Ibsen, through this controversial p

Torvald Helmer - His speeches in the play are indicated by Helmer, his last name, but Nora addresses him as Torvald throughout. Dr. Rank, however, calls him Helmer. He is a lawyer and is the husband of the protagonist. He began work at the bank because the law was an unstable career for a man with a wife and three children to support. He has just been promoted to bank manager.

Nora - She is the protagonist of the play and the wife of Helmer and her character development is the main concern of the play. In the beginning of the play, she is overjoyed because of her husbands recent promotion. Over the course of the play, however, she realizes that she does not know the meaning of happiness in Helmers house.

Dr. Rank - He is the best friend of Helmer and also Nora. He is ill with tuberculosis. In Act II, he professes his love for Nora, as he feels he is close to death and he wants to tell her of his feelings before he dies.

Mrs. Linde - Her parts in the play are indicated by Mrs. Linde, but Nora, her childhood friend, calls her Kristine. Mrs. Linde is from the same hometown as Nora. She has just arrived in town by steamer on Christmas Eve, the day on which the first Act takes place. She says that her return to the city is for the purpose of finding office work. In Act III of the play, however, it comes to light that she may be there also to see Krogstad.

Krogstad - He is a lawyer who went to school with Helmer. He also has a subordinate position at the bank. He is a widower with many children who used to live in the area from which Mrs. Linde recently arrived. He is generally regarded as being morally corrupt. He also has a very bad reputation because he was found to be guilty of forgery and he later became involved with illegal business. For example, he lent money to Nora without the consent of her husband, which was required under the law.

Bob, Emmy, and Ivar - The Helmers three small children.

A Dolls House - Study Questions

1. Compare Helmers and Noras attitudes toward money.

Helmer is the member of the household who controls the money. However, it is Nora who is notorious for spending it. Helmer is always teasing her about this and Mrs. Linde recalls that Nora was a big spender at home. When the secret of Noras loan is made known to the audience, we see that her interest in money is more of an interest in the welfare of her family. She is most excited about Helmers new, well-paying job because it means she can pay off her debt to Krogstad. Recall that Nora is generous in other ways as well, shown by her large tip to the porter in the opening scene. While Helmer does not talk about money all the time, he is obsessed with having a beautiful home, including a beautiful wife. These things he sees as important for his reputation. Keeping up this reputation requires money.

. Why is Helmer constantly reprimanding Nora for her wastefulness and foolishness while at the same time egging her on?

Helmer likes the helplessness he sees in Nora, exhibited by what he sees as foolishness and ignorance of the way society works. This is because it makes her dependent on him. He loves the idea of Nora and her dependence on him as opposed to actually loving her as a person. This is evident in the first section where Helmer teases Nora about wasting money and then tries to please her by graciously giving her more. After pointing out her foolish faults, he says that he would not want her to change a bit. Helmer does not like any kind of change in Noras constant, obedient demeanor. When she begins to wildly dance the tarantella in Act II, Helmer is dismayed. While Helmer likes to keep Nora dependent on him, Nora says in Act I that it would humiliate Helmer if he knew he was at all dependent on her. This is true of other aspects of their relationship besides the financial one. Helmer does not truly love Nora, so he is not really emotionally dependent on her either.

. How does Mrs. Lindes arrival in town affect Noras awakening and transformation?

4. In Act I (in section two of this note), Mrs. Linde describes Nora as still a child. Is this a valid assessment of Noras state of development? How so?

5. In the conversation between Nora and Mrs. Linde in Act I, both women treasure their experiences of sacrificing for others as something to be proud and happy about, in Noras words. What does this attitude say about the role of women in the society that Ibsen is describing. How does Noras view on this subject and on society as a whole change over the course of the play?

6. Describe Helmers fascination with beauty and appearances. What kind of implications does this seemingly superficial fascination have for his personality? Give examples from throughout the play. Do his attitudes in this area change at all over the course of the story?

7. What do you make of Mrs. Lindes assertion that one must have someone to work for in order to be happy? Even when she decides to follow her own happiness and get together with Krogstad, part of what she wants to do is take care of and work for Krogstad and his children. How much is this working for others really for herself? Consider the fact that Nora describes her own sacrifices for Helmer as something to be proud and happy about in looking at Mrs. Lindes situation in a larger context.

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An Antipathetic Isu

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According to Ontario's Ministry of Education, it requires that each student within OAC Writer's Craft must produce an Independent Study Unit (ISU) to pass the course. It states that, The independent-study unit in OAC should culminate in a paper involving original work, such as a short story or a script, or the analysis of the style and structure of a work of literature. The ministry also states that it must account for twenty percent of the final grade. There are few expectations, and few restrictions; only the subject of your choice to study. After all, it's independent. In fact, the term independent means needing, wishing, or getting no help from others according to the Sixth Addition of Thorndike and Barnhart's Dictionary. Therefore, I recommend you take this advice in literature seriously.

You will always experience predictable frustrating times when you're deciding what to write about for the assignment itself. Everyone knows that if you decided to write an essay, the proper way is to make sure that the ending matches the beginning in some way or another. Who really makes the rules on essay writing? In math you wouldn't be penalized if you put the answer in the blank and then showed your rough work. You have four apples and it doesn't matter how they dropped off the tree, but this isn't mathematics; this is English. You should produce an essay that values aspects of an opening idea, the story/idea itself and of course, the moral or wrapping-up spiel. It's all taught to every student throughout English courses, including all the little future Booker McConnell Prize winners, I should hope.

Now here's the next dilemma. It would be a dramatic understatement for me to say I am not exactly a fan of coming up with ISU topics. Being optimistic, I agree that writing papers can be fun; it's just the paperwork that I don't like. According to my standards, whatever paper I hand in had better be idealistically perfect. Whoever said a person's perfectionism was a pet peeve? It just takes time. Therefore, it being my last year of high school, this paper's honest notion presented as my chosen ISU topic is well overdue.

I usually end up sitting at the computer mindlessly pounding keys to come up with a paragraph on a certain idea. At that point in time, whether it is in grade seven or in my final year of high school, I am usually proud of what I've accomplished. This is, until I realize I have nothing more to add to the subject and all I have to show is enough blank paper to write my will. That beginning paragraph will nonetheless, not help anyone to accumulate the final product in the range of four to six pages. Did I not mention that there are usually no expectations, but wait! There are expectations. Everyone knows that handing in a one page ISU on your thoughts of the rich and famous will not cut it. Some cases, such as Princess Diana are too controversial and that means opinionating thought and recollections. My opinion, for instance, is what did she ever do to deserve all that media attention? Charity work. With Christmas behind us it reminds me of the cheerful Salvation Army Santas in every town in this area. They work just as hard, if not harder in a volunteer opportunity that we properly named Charity. The truth is, Princess Diana married Charles. That Santa wasn't so lucky. In the future you'll be sitting there reading my opinion paper, but I already know that the ending of that will not match the beginning because I've studied the subject so independently that I don't know what my opinion is anymore. I am therefore, back to where I started. I still need a topic to write about that will strike my fancy enough to strike yours.

What could I write about? Writer's block isn't just a condition or… or, so anyway, moving on. Of course, I could have written my autobiography, but let's face it, if I were to tell my life story that would be the easy way out. Secrets would be unleashed, my reputation would be at stake and therefore, if I told you I would have to kill you. The next idea that I came up with was to create a magazine. To produce a hit magazine, it must sell. People magazine, for instance, cobbles people together out of press photos, bylines, and headlines. All I would have to do with my magazine is to revise the story of Brittany Spears. By the end of the article, you'd believe that she's comparable to America's sex symbol Jean Harlow. It doesn't matter if it's truth or not, the important part is that you believed it. My magazine would now be bigger than Playboy itself. Another hot topic I could have written about was the Toronto Maple Leafs. In order to do that though, I should have done some in-class research before hand to make sure the editor of my essay also thought that the team resembles a vacuum cleaner. They affect everyone and everything around them, but they also suck.

The following statements are what go through my head in my attempts to come up with an essay idea. If you don't make a good starting sentence, you might as well kiss the essay goodbye and go back to honing in on your brown nosing skills. The reader needs to know if the trip is necessary. Honestly, it's obvious there is no point in finding the end of a rainbow if somewhere can't be found. What fires me up? What blows my hair back? There is politics, women's rights, entertainment, music, books, cars, sweaters, cement, wood and even toothbrushes. Am I looking to do an opinion piece or do I just want to put forth an analysis of something beautiful, such as art, literature, filming, or Michael Jackson? The quote, All the writers are complaining that there is too much freedom. They need some pressure. The worse your daily life, the better your are. If you have to be careful because of oppression and censorship, this pressure produces diamonds is definitely a no brainer in writer Tatyana Tolstaya's world! It's a beautiful quote, but I bet it took a while to come up with that one.

We've established that ISU stands for Independent Study Unit. Writing this essay, I've come to realize that Independent Study Unit is far from the student's real meaning. For some it stands for Independence Stolen Undoubtedly (on the night before the essay is due). That original time frame for the ISU has gone from two months to one school night. As for me, I can tell you honestly that I've been thinking and working on my ISU topic for approximately six years, four months, three weeks, a couple days, and many, many hours. Every time I've gone to write an ISU in the past, I've worked on this current ISU. I knew that someday all my malicious thoughts would pay off. Therefore, for this ISU I am Ideally Standing Unconcerned, for once. For the people who work really hard on their ISU in the first couple of weeks the assignment was assigned and then leave the rest for the night before, ISU stands for Inappropriate Spanning that is Uncalled-for. If you're going to write the essay, then write it! Those people who just don't put in enough effort to their ISU's will Inevitably Symbolize Uncertainty of a passing mark. The truth is that reading an essay would be much easier then producing one. One of the fringe benefits of being the editor is reading the occasional jewel of a writer's blooper. Their should be a penalty against more then too mistakes in copywrited book.

Although this is my last year of high school, I definitely know it will not be my last chance to write down my witticism, intelligence or furthermore, my beloved spite. You've just read the workings of my mind whenever I've hear the words Your Independent Study Unit is due... This ISU will reflect my identity, strengths and weaknesses as a writer in training. Steve Martin once said, I think I did pretty well, considering I started out with a bunch of blank paper. To sum everything up about ISU assignments, they are only a few words I can honestly tell you. Those words being Why don't you hit me with your best shot and fire away!

Please note that this sample paper on An Antipathetic Isu is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on An Antipathetic Isu, we are here to assist you. Your persuasive essay on An Antipathetic Isu will be written from scratch, so you do not have to worry about its originality.

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