Did DB Cooper Get Away With It Research Paper Example | Topics and Well Written Essays - 1000 words

Did DB Cooper Get Away With It - Research Paper Example This research will begin with the statement that on the day before Thanksgiving 1971, one of the most famous airplane hijackings in US history took place in the skies over the Pacific Northwest. In the over forty years since, the â€Å"DB Cooper† case has continued to rivet the nation’s, if not the world’s, attention. Since no corpse was ever found, the question remains. Wednesday, November 24, 1971, a man calling himself Dan Cooper bought an airline ticket from Portland, Oregon, to Seattle, Washington and soon boarded Northwest Orient Flight 305. The man was generally described by witnesses as a normal looking fellow, possibly early forties, and wearing a black raincoat over a dark business suit. The aircraft was a Boeing 727 and the flight was a normally uneventful half-hour trip. According to retired FBI agent Ralph Himmelsbach, the lead investigator on the case, in his book Norjak: The Investigation of D.B. Cooper, shortly after takeoff, just before 3:00 PM, Cooper passed a note to the flight attendant, stating he had a bomb and the plane was being hijacked. Although frightened, she asked to see his bomb and he showed her his briefcase which was full of some odd red cylinders with a cylindrical battery that she assumed might have been sticks of dynamite. The stewardess then told their conversation and showed the note to the cabin crew, who dutifully relayed the information to Federal Aviation Administration (FAA) officials in Seattle.

Protecting Online Privacy Essay Example | Topics and Well Written Essays - 2000 words

Protecting Online Privacy - Essay Example And they should take care to protect it from spreading discriminately online. Protecting their privacy online will ensure that they are not leaving their personal information open to abuse (Australian Government). In an open environment any one can have a taste of the matter. The people have a general right to be granted access to the personal information that organizations and agencies hold about them (Australian Government). But such persons are less aware of the fact that their information may be used for the various purposes including the resource to earn money by scammers, spammers or phishers etc.. To avoid discrimination people should know their right. They have diversity of sources to know about their right to protect their personal information, which they have supplied to a range of companies for countless reasons. The more a person knows about his/her rights, the easier it will be for him/her to safeguard his/her privacy (Australian Government). But they are less aware that the companies have taken their consent in their agreement section that their information may be used for their business purposes. Most of them are even not aware what they have signed for. Many credit agencies have gathered information from other agency for handsome amount without the consent of the customer and sold them for their commercial use. There are instances where people don't know about their right and importance of their privacy. They commit such a nuisance that they defame their personal image. For example, the persons, specially crazy girls and even curious women who are interested in publishing their personal information including photograph on internet on free hosting websites, are not aware of the fact that their identity is revealed to the world and they may fall a prey to the world of the prohibited by pornographers. Their ignorance can easily give opportunities, putting themselves in various troubles, to them to earn handsome money out of their clandestine materials. Several examples can be sited to show that the delicate information provided on Internet can make such a big harm to the people that they may even take their life as the compensation of the fault. In early September, a web developer took an apparently real advertisement placed online by a woman looking for a sexual liaison and posted it on the Seattle "casual encounters" section of the Craigslist bulletin board, according to press reports. There were 178 responses to the phony sexual solicitation, many of which included compromising photos. The developer then posted all the responses on a public website, including photos, email addresses and other personal information -- where anyone could view them. (Wharton). Another case of taking the advantage of using the personal matter for the use of Internet shows the wild nature of misuse of the information. A young woman in Seoul was on a subway train with her pet dog when the animal relieved itself on the floor. The woman did not clean up the mess, angering other riders, and the woman herself reportedly became surly as tensions escalated. Using a camera phone -- at 99%, South Korea has the highest camera-phone penetration in the

The implementation of a statistical process control to ensure total Essay

The implementation of a statistical process control to ensure total quality management and identify solutions to satysfying customer needs and reduce waste in the company - Essay Example This is inherently present in the method of data collection that was put in place while conducting the primary analysis. In this case, the data that has been put forward in the report was collected by analyzing the colour defects in a random sample of 200 units and the height variance of dolls for a period of 30 days. For accuracy, charts and table were designed and analyzed. We used an Np-chart to plot data on the colour defects and a histogram for the height difference of the dolls as the appropriate Statistical Process Control charts to monitor the data. The Np-chart was used because the data on colour defects was prepared as counted time attribute data with a constant sample size. The following charts prepared in MS-excel show the findings of the report in details. Chart 1.0 Np-chart for the number of defective dolls The Np-chart shows how the process, measured by the number of nonconforming items such as the dolls it produces, changes over time. Chart 2.0 Histogram for the heigh t measurements of the dolls The histogram was a suitable choice because the data collected in the 30 days was a measured time variable data with columns of decimals. Discussion and Recommendation The results indicate that there is a problem in the company. More specifically, the problem is traceable to the production part of the company. Consequently, the managerial team of the company should act fast in implementation of effective measures some of which we have discussed in the recommendations provided. There is a high number of customer dissatisfaction due to inconsistent and non-uniform manufacturing. It is evident, from both the report as well as the data collected too, that for every 200units sampled at... This study looks into Tom pulling Toys Company, a well-respected major global manufacturer of educational toys for children. The company plans to expand its profit margin and crave towards becoming a market leader. However, with the current competition from China, the company is in the race towards changing its strategies to counter the completion and remain profitable. With such demands to find the ideal changes, a Statistical Process Control method has been put in place to solve this issue. This report gives the overview of the progress of the Processes control in detail. After investigating the variation in the height of dolls and the different colour schemes in the dolls sampled, it was found that the dolls are suitable for the market but fail to meet Total Quality Management that is in line with the company requirements. This results from production of dolls that are not within a competitive scope of the market and provides a leeway for companies in China to provide threatening competition to the sale of dolls and possibly other products which are also part of the products that the company produces. In any market, it is imperative to stay ahead of the competition in order to remain relevant and improve competitive edge. It is important to consider long term benefits to the company when designing and manufacturing given the quality of the products will be ultimately determined by the customers. Apart from handling the individual faults in the height and colouring of the dolls, the product quality needs to be defined with measurable and appealing characteristics that can win buyers.

HRM cast study Essay Example | Topics and Well Written Essays - 500 words

HRM cast study - Essay Example One of the aspects that will hinder the successful delivery of Ralph’s strategy is his father’s influence on management of the business. As seen from his management of the company, William always likes his ideas implemented. From the information provided, Ralph fears that his father might object the strategy. Putting into consideration the powerful position he holds, that of the chair to the company, William’s objection of the strategy will be effective on the level of its success. Another area that might hinder the delivery of this strategy is the role of the staff in the formulation of the strategy. A successful strategy should be drawn from the many decisions made by staff members over a period of time (Epstein 2004, p.24). Once compiled, this strategy will reflect the views of the staff. Considering that it is the same staffs that will be expected to implement it, the level of success of such a strategy will be expected to be high should they be involved in strategy formulation. This is not the case, however, with the strategy adopted by Random Alloys. The managing director, without incorporating all staff members, formulated the strategy. As indicated by the members of staff in their remarks in the questionnaires, there is a feeling among staff members that they are not included in any changes made in the company. The staff are only included when the changes are happening. Lack of a clear flow of information within the company can also hinder the level of success of its delivery (Alston & Bryson 2013, p.145). Currently, Random Alloys lacks a defined formula through which information is communicated to members of staff. This leaves staff members looking for information they need from only those they know in the various offices. Lack of clarity on who gathers and provides information within the company will translate to misunderstandings during the implementation of the

Compare and contrast the films Essay Example | Topics and Well Written Essays - 500 words

Compare and contrast the films - Essay Example The objective of the paper is to compare these movies based on different parameters. Theme is the one of the most important parameters in the analysis of the movies since it is related to the subject being explored by the movie. The theme of Requiem for a Dream is about addition while Pi, The Fountain, and Black Swan are about obsession. The newest movie Noah is about humanity and overcoming challenges. Basically, Aronofsky is known for artsy presentation of theme even to the point of being weird, puzzling and analytical. All of the movies that he directed needs an in depth analysis or one can just enjoy the taste and the artistic manner the theme or subject is presented. With regards to camera work, both Requiem for the Dream and Pi used both a steady and a shaky camera. On the other hand the films The Fountain and Black Swan just used steady camera. Noah used steady camera with wide views due to expanse of the theme. Aronofsky is known to use shaky camera to present the feel of the movie being first hand and even more experiential. According to an observation of his work, he is even known to put cameras on actors to be able to achieve a different perspective, thus, achieving the shaky camera effect (IMDb bio). Editing of the films used either abrupt cut or slow transition for his films. In the Requiem for a Dream and Pi, Aronofsky used abrupt cuts between scenes while The Fountain, Black Swan and Noah used slow transitions between scenes. Compared to the other two movies which is presented in a more artistic, mysterious and affective manner, the latter movies are more dramatic in nature and theme. The fast and short cuts is one of the techniques he is known for which is referred to as hip-hop montage or the fast presentation of scenes and images with a background music to stress an exciting event or even the use of different types of addictive substances which

The Struggle for Racial Uplift Essay Example for Free

The Struggle for Racial Uplift Essay * Ishmael. He was caught in the jungles of Africa at a young age and has lived his life in captivity ever since. He started out in a zoo-purchased by Walter Sokolow, with whom he learned to communicate telepathically. * Ishmael’s investigation focused on the issue of captivity-and grew into a more comprehensive exploration of humanity. * Ishmael helps the narrator understand his cultural history. Ishmael divides humans into two groups: Leavers and Takers. * Takers are members who believe you should dominate first the planet, then the universe, through technological innovations. Leavers are members of tribal cultures that live simple, basic rules that govern other populations on Earth. * Ishmael helps the narrator see that taker culture is in freefall, bound to crash once you have depleted the planet of its biological and environmental resources. * Ishmael shows the narrator how various cultural myths have helped shape both cultures. One main myth he discusses is the story of Adam and Eve. -historically this myth was used by Leaver cultures to explain the expansion of Taker cultures. -Leavers were trying to understand why Takers had turned to agriculture and were trying to force their way of life on the Leavers. -Takers had eaten of the Tree of the Knowledge of Good and Evil — the tree of the gods must eat from in order to know who should live and die. Only to know that that form does not belong to life- form on earth. * Narrator becomes a teacher in Ishmaels honor, in hopes to teach people about the taker culture and find a new way to live w/others on earth. Character List and Analysis * Ishmael- they see themselves as superior and removed from the rules that structure the evolution and survival of other life-forms on the planet. * through his research on human history, hes come to see that they, too, are captive to a destructive way of life in their pursuit of domination over the rest of the world. * Through his studies, Ishmael tries to understand why humans feel called to dominate the world, and he teaches the explanation hes come up with to his student (the narrator) Narrator * The nameless narrator is Ishmaels fifth student and the only one who isnt completely defeated at the end of his instruction. * Hes open-minded and maintains his desire to save the world, though he often finds it difficult to maintain a sense of hope. * Analysis * cultural revolution of the late 1960s * constructing the novel in first person, the reader closely aligns himself with the narrator and can sympathize with the problematic feeling of giving up ones youthful dreams * by being both named and renamed, Ishmael gains a stronger sense of himself as an individual. He is not the giant enemy Goliath-but rather Ishmael, the cast-off son of Abraham. * Quinns use of biblical allusions for Ishmaels names structure the relationship he has with humans. While imprisoned, hes a goliath, an unknown monster. Once hes able to communicate with humans and share their knowledge, he is like a distant relative, as the offspring of Ishmael are to the offspring of Isaac in the Bible. * why are things the way they are? This question is first presented by Ishmael in his memories of life in the zoo. Part 1 * Rachel’s mother, who has always resented Ishmaels relationship with her husband and daughter. * When Ishmael moved in the city he became a teacher, his key subject being the issue of captivity. * Ishmael says that, while it may not matter if one individual discovers the lie, it could change the world if the entire human population discovered the truth. Analysis groundwork to answer the novels central question: why are things the way they are? -Ishmael uses rhetorical strategies, such as asking guiding questions and storytelling, to engage his pupil -humans are captive to a civilizational system and are unable to see the bars of the cage. Part 2 * Ishmael explain The first is that story is the explanation of the relationship between humans, the world, and the gods. * second is that to enact something is to live as if a certain story is a reality. * The third term he defines is culture, which is a group of people enacting a story. * Mother Culture concludes that the Leavers story is the first chapter of humankinds development and the Takers are the second chapter. * narrator insists there is no overarching story or myth that forms his culture. * Greeks did not think of their myths as myths either; rather, what are now considered myths were just the stories that structured their lives. Analysis-Quinn associates takers with civilization and leavers with primitive cultures. –Additionally, Ishmael provides the narrator with three key definitions for story, to enact, and culture. -framework for Ishmaels exploration of Takers and Leavers, who are groups of people with their own story theyre enacting as a culture. Part 3 * myth contains facts, those facts are arranged in a way that suggests the point of the formation of the universe and evolution is the formation of man. Ishmael claims that this is the central idea behind the Takers culture — that Earth was made to support human life Analysis- storytelling is essential to the narrators epiphany in this section. -story featuring a jellyfish rather than a human at the end of it, narrator begins to see the difference between fact and myth. Ishmael and the narrator discuss the way culture influences humans, and on the micro level as a means for Ishmael to instruct the narrator. -many of Ishmaels statements to the narrator are in the form of leading questions . Part 4 * Taker Culture, middle of the story is humankinds time as hunter-gatherers, a time when they were living much as other animals do. * for humankind to achieve its destiny, it had to discover agriculture, which provided it with the means of staying in one place and developing civilization and technology. * so why must man do this? Whats the purpose of rising above the other animals? Ishmael has the narrator imagine an Earth without humans on it; * Ishmael helps the narrator see the next part of the story: man was put on Earth to rule it, and to do so he had to conquer it. * Taker cultural story suggests that things are the way they are because man had to fulfill his destiny of conquering everything, really things are the way they are because man hasnt become the ruler of the world, but its destroyer and enemy. Analysis- why are things the way they are — evolves in Part 4 through Ishmaels use of imaginative exercises and Socratic dialogue. * Ishmael encourages the narrator to imagine Earth without man. Through this creative exercise, the narrator sees the world in a new way and better understands his culture myth. * explain how Takers justify the destruction of the worlds natural resources and wildlife, the narrator says that Takers would see this as the price that must be paid to advance human culture. Part 5 * figure out the end of the story. * man has been put on Earth to conquer it, in conquering it hes caused a lot of problems. * but at the end of his story is that humans are inherently flawed and thus will continue to screw up their pursuit of paradise. * Ishmael asks what evidence his culture uses to back up its claim of being flawed, and the narrator admits it only uses its own history. * topic of prophets and asks the narrator why Taker culture is so obsessed with prophets. Analysis- Mother Culture says humans do not know how to live, so they rely on prophets to tell them what to do. Ishmael foreshadows that the narrator is ready for the next step — to see the world through the Leavers eyes, rather than the Takers. Part 6 * Mother Culture would suggest that humans are above any law that applies to the rest of life on earth. * regardless of what Mother Culture says, the law of living applies, and that hell use the analogy of gravity and flight to explain. * Takers gods tricked the Takers in three ways: -the Takers not the center of the universe -humans evolved just like everything else, even though they feel above evolution. -not actually exempt from the laws of life. * even though it feels like flight, and Takers are accelerating toward a crash. Takers also see abandoned attempts at civilization (for example, the Mayans) but nonetheless believe that their attempt will survive because it has worked so far. Analysis -Taker culture: it is obedient to a law about living, but it is ignorant of that law and so is unable to see how its doomed to fail. -Newton discovered the law of gravity by observation. Ishmael also builds on this analogy to explain that the only way to understand what laws organisms must live by is by observing living organisms. -Mother Culture tells Takers that theyre above the laws of life, they too are in free fall, and eventually their civilization will also crash due to its inability to follow the laws of life. Part 7 * ishmael invites the narrator to imagine himself in a foreign land where everyone is happy * Through more questioning, the narrator discovers he has three guides with which to narrow down the law by which they live: -what makes their society successful what people in the society never do -what a person who has broken the law has done that the others never do. * species of creatures on the planet have followed this rule and prospered; it is only that when a portion of humans decided to abandon the law and live beyond it that Earths ecosystems were thrown out of balance. * He realizes that he doesnt want to complete this task, once hes learned Ishmaels lesson hell be left alone again. Analysis -Ishmaels analogy allows the narrator to better see how wildlife also follows similar rules and that Takers have tried to abandon such rules. -narrator is upset by this proposition as he realizes that, if hes successful, hell eventually no longer be Ishmaels pupil. -What will he become when hes no longer a student? Part 8 (1-6) * takes the narrator four days to figure out the basic laws of life. He returns to Ishmael on the fifth day with his findings. * He says the three basic rules. What they promote? -promotes diversity and survival for the community as a whole since it favors no species above the rest. * Ishmael-ecological principles, when food supplies increase, populations increase. Additionally, when population increases, food decreases and when food decreases, population decreases as well. * increasing populations leads to more and more groups of starving people among the population as a whole. Part 8 (7-10) * The American Heritage Book of Indians, and instructs him to look at the map. * narrator admits theres nothing stopping people from changing geographies, and this helps Ishmael make his key point: -there were cultural and territorial boundaries between the diverse tribes that lived in the Americas prior to the arrival of European settlers. * narrator feels hopeless; he thinks no one in Taker culture will be willing to kill off Mother Culture and try another way of life. * Ishmael helps the narrator see that the overarching law is that the world was made for many species to live on, not for one to dominate the rest. * Taker culture. They fill their lives with distractions and drugs to make up for the lack of satisfaction Analysis-Ishmael points out, people in Leaver cultures experience dramatically fewer cases of addiction and suicide. -Leaver culture might be a key way to change the destructive path Taker culture. Part 9 (1-8) * Taker culture took off with the beginning of the Agricultural Revolution and that it has been spreading ever since. * The Gods were arguing, whether which species should prosper.they decide to eat of the Tree of the Knowledge of Good and Evil-soon they had godly power. * Gods were worried knew humans would be tempted to eat of the Tree of the Knowledge of Good and Evil, and have godly powers too- so they forbid the tree. * story has always remained mysterious to Takers as it doesnt make sense why it should be forbidden. Analysis-explains the roles of gods and humans and the problems that occur when humans take on the role of the gods. -knowledge of the gods, which is the ability to determine what should live and what should die. -differences between the two is their cultural attitudes to the rest of life on the planet. Part 9 (9-11) * Taker destiny, they had to take land from the herders. Ishmael instructs the narrator to read the story of Cain and Abel to better understand how this expansion took shape. * Cain represents the Takers who must kill the Leavers (Abel) in order to expand agricultural production. -Cain and Abel arent actual brothers, but representatives of different human cultures. * Takers, through the spread of Christianity, came to adopt a tale that once was used to show their shortcomings as one of their own creation myths. Part 9 (12-17) * in order to understand why the Takers were invading their land and taking it from them, they had to figure out how they got to be the way they are. * the gods, upset with these Takers, had banished them from the garden of life, forcing these people to get their food through the hard work of farming. * Taker perspective, is not the right to have the knowledge of the gods, but the issue of disobedience-story makes much more sense when told from the Leavers perspective. Analysis- Ishmael helps the narrator to see how Leavers saw the Takers as cursed -Leavers saw the story of The Fall as the story of the Takers becoming cursed, the Takers saw it as the story of their growth -The Fall has evolved not to explain the formation of humans on earth, but the formation of a specific culture -Takers interpretation, he is punished for disobeying the gods, not for the knowledge he gained. Takers are able to make the story a tale of hope/tale of warning, as it is for the Leavers — Adam has eaten of the gods tree and thus must die. Part 10 (1-4) * sidetracked by work and a dental emergency, causing him to miss several days of meetings with Ishmael. * Ishmael got evicted. * Narrator finds Ishmael in a slideshow carnival. The narrator tries to help Ishmael, but Ishmael doesnt appreciate the narrator butting into his personal life. Analysis Ishmael is cold, distant, and wary of the narrators desire to fix the situation. -thru narrator and Ishmaels dispute. Ishmael learns to distrust humans benevolence and resents his dependency on the kindness of humans in order to have a decent life. Part 10 (5-9) * narrator defines culture as whats passed along from generation to generation. For Leaver cultures, culture has evolved since the start of the species and is passed down Analysis -Takers transmit knowledge of agricultural production over the centuries, constantly expanding and improving on the technology used to grow crops. -Leaver cultures transmit knowledge about living well and the way of life of a specific culture rather than the means of production. -Evolution to explain differences between leaver and taker cultures. -leaver cultural structure evolved allowing their cultural practices to adapt and support their livelihood in the environment in which they find themselves. -Taker Cultural structure responds to its cultural beliefs that man is made to rule the world and that everything in the culture is designed to bring the environment under humankind. Part 11 * Mother Culture-technological development * life before the Agricultural Revolution was horrible and that to live that way would be reprehensible. * narrator tells Ishmael that while he may have enough food, he doesnt have enough to free himself from the gods Analysis-If offered to go back to hunter-gatherer time- Taker society for that matter, would reject the offer because Mother Culture has taught him that such a lifestyle is intrinsically worse than Taker Culture. Part 12 (1-6) * Still imprisoned and sleepy, Ishmael asks narrator what happens to Leaver cultures that does not happen to Takers? * evolution is what happens because Leavers remain within the community of life. * removing themselves from the rules that govern life on earth, have removed themselves from evolution. * Man’s role on earth? a guide or role model — a figure that sets the standard for how self-aware, intelligent life-forms should act to benefit and promote biodiversity. Analysis-Taker culture has removed itself from the chain of evolution by living outside the ecological laws. -focused on the historical events that have resulted in the current state of human dominance on the Earth: environmental degradation -Humans should rethink their role to have a positive rather than negative impact on the worlds ecology Part 12 (7-12) * chapter two of the Leavers story-the issue of civilization. the attitude civilized nations have toward the world. * Ishmael tells him he must be a teacher, for humans minds must change before their actions will. * that all members of Taker culture are imprisoned by a destructive, unfulfilling way of life. And, like any prison, it has ways of distracting inmates so they dont notice the conditions. ANALYSIS -Ishmael suggests to the narrator, the only way to change peoples actions is to start with their minds. -Ishmael reminded the narrator of the ways Mother Culture hides the bars of her prison. -help his fellow prisoners see what binds them to their ecologically destructive way of life. Part 13 * Ishmael dies. Analysis – narrator regrets that his self absorption enabled him to see that Ishmael was sick. -With Gorilla Gone, Will There Be Hope for Man? contemplate what action should come next after such philosophical debate and discussion.

Townsends Theories of Recruitment and Selection

Townsends Theories of Recruitment and Selection This essay will argue Townsends research into the paradox of recruitment and selection, training and the high level of turnover that appears in the growing industry of call. His research is based on PowerGrid, which is an Australian Government owned Power Company. There has been an enormous increase in the number of call centres, due to this a large number of interesting issues have arisen such as high level of turnover in call centres, despite companies spending vast sums of money on training and recruiting. The research of Townsend is valuable and meaningful for there has been little academic research conducted in the area of recruitment, training and turnover in call centres. This essay will be based on the critical review of Townsends use of research methods, findings, practical implications and the concepts he used. Townsend adopts a three-step research strategy. Specifically, a seven-month non-participant job observation, ten interviews of managers and leaders in the organization and an analysis of the human resource documents compose the research method. Townsend considers the importance of PowerGrid call centre mainly for two reasons: At first, during the 1990s Australian government deregulation to power supplies session, PowerGrid had grew out of joint efforts by other power suppliers; Next, the PowerGrid call centre was based on Erlang C model which uses mathematical method to calculate and predict call volumes and keep balance of contact within the call centre (Angus, 2001).ÂÂ  Townsends findings suggest that the company was able to reduce its cost of training and recruitment through internal transfers. Moreover, Townsend points out that training should focus more on emotional labour as it is important for call centre agents to show to their customers rather than solely focus on techn ical trainings and the role of the human resource department is to hire the best candidates and filter out the ones who may be incompetent. Looking at the literature, the paradox between high cost of recruitment and training and high ratio of employees turnover in the sector of call centres, could be described as a sacrificial HR strategy (Wallace, Eagleson Waldersee, 2000), this formed the basis of Townsends research. By agreeing with (korczynski, 2002) Townsend accepts the idea that organizations face dual imperatives for instance call centres want to minimise their costs but on the other hand have to provide excellent service to its customers. But companies mainly use call centres to minimize their cost rather than offer customer service, although call centre managers describes customers service as their main goal (Robinson Morley, 2006). Townsend agrees with (Mulholland, 2002) that whatever the type of call centre it may be, Customer service representatives (CSRs) have to show a high degree of emotional labor to the customers. CSRs are also required to have the ability of micro-self manage (Wray-Bliss, 2001).But on the other hand he disagrees with (Hochschild, 1983) that those CSRs who displayed artificial emotional labour suffered from negative consequences. Townsends argument is supported by findings of (Wharton, 1993) who through his research suggested that emotional labour does not cause any negative consequences. Townsend discusses the importance of the role of recruitment towards the future and wellbeing of an organisation and compares it to the role of a gate keeper (2007: 57). It should be noted that by hiring competent applicants the firms productivity and performance can be improved significantly (Russo, Rietveld, Nijkamp Gorter, 1995). It is also better to employ those people who are willing to learn. (2007: 478). Besides, Townsend agrees with (Breaugh Starke, 2000) who suggested that new recruits job satisfaction and initial performance should be more important to organisations. That is, when the applicants are being hired it is important for the employers to see, whether the applicants attitude is suitable to organisations and this should be considered more important than ones technical skills. As mentioned before, PowerGrid is a government-owned Australian electricity supplier. Townsend acknowledges that there is difference between governments owned companies and privately owned companies. As he identifies the unique characteristics, there is a debate on whether the findings of this case could be generalized to private companies. Moreover, its rational to doubt whether Townsend has paid attention to the fact that his research is conducted in Government run working environment. Townsend argues that PowerGrid being a Government owned company has to have its call centers in the country, which increases costs, while on the other hand they need to be efficient in terms of operations. But being a Government owned company it has the protection of the Government in terms of costs. Private companies on the other hand do not have this advantage and may need to outsource their call centres in order to cut down their costs, to low costs countries such as India and Philippines (Snow, 2 005). Townsend identifies that PowerGrid makes internal transfers which it called positive turnover; this is when CSRs moved within the organisation. Due to this the organisation is able to reduce its training and recruitment cost which otherwise would have been spent on hiring and training new candidates. As (Robinson Morley, 2006) confirmed high staff turnover rate in call centres can greatly affect the cost impact on business and that could be direct costs; that are training, recruiting etc. or could be indirect for instance bad customer service. But Townsend fails to give any evidence for his findings as to how we can see if the organization was able to reduce its costs by internal transfers. According to Townsend, PowerGrid used a three stage training programs for the new recruits (2007: 485). He mentions that the first stage is the basic training program away from the computer and it is done in an environment that is decorated with nappies, baby clothes and pacifiers. He mentions that the management calls it the nursery. However, he questions the logic of using this word and shows some reservations about whether using this word is appropriate for this level but then agrees to the concept of the management who call it as part of the fun in the organization. But training programs are at the entry level of the company and may give wrong perceptions of the company, the perceptions may become permanent and in future it would be difficult to change these perceptions (Marchington, 2005). Townsend points out at some of the problems faced by Powergrid with regards to training of new CSRs. Previously the training time for news CSRs was eight weeks (2007: 484). A new system was to be introduced that would half that time to nearly four weeks. Even though the management spend AU$ 30 million on the new system, it turned out to be a failure as it not only doubled the training time as new recruits would have to learn both the systems but also increased employee dissatisfaction. He points out the ineffective communication and low employee involvement during the development and implementation of this new system when he mentions about the training team leader who points out that the management did not disclose to him information about the new system due to which the new system became an add on (2007: 484) to the old system rather than a completely new system. According to Lewis, (1999) there is a direct link between communication process within the organisation and organisationa l change implementation. Townsend identifies that the training for the employees was mostly focused on technical and product knowledge rather than on emotional labour. He believes that money would be well spent if it was spent on trying to improve the emotional labour rather than spend it on other skills. But he fails to provide any ideas on how this can be improved. Townsend points out at the dissatisfaction of the CSRs with the management (2007: 485). The employees are unhappy with the schedule for their trainings because they had to perform their training modules outside their working hours. The employees felt they were already overburdened as they only got thirty minutes of release time which was spent mainly to check their emails. The CSRs would be dissatisfied because a CSRs job is more stressful and less satisfying as compared to other jobs (Holdsworth Cartwright, 2003). Dissatisfaction of managers can be identified in PowerGrid. As a call centre manager called himself between a rock and a hard place (2007: 487) as they had to do continuous recruitment as some of their employees would move through to the larger organization due to internal transfers and many would leave the organization altogether as they would be heavily scrutinized through the software analysis system or will not get enough pay or benefits. So in order to retain the employees the organization must offer its employees good pay and benefits and should adopt a transparent performance management system (Raman, Budhwar Balasubramanian, 2007). There can be weaknesses identified in Townsends research methods. He used three steps to conduct his research. Firstly, he used non participant job observations to carry out his research. Non participant job observations include two types direct or indirect observations (Rowley, 2004). It has not been mentioned if he used direct or indirect observations, as in direct observations questions can be asked and may lead to change in behavior of the people observed, on the other hand indirect observations cannot be used for gaining information on perceptions, attitudes etc. (Rowley, 2004). He made observations only once or twice a week which seem not enough. Effective observation is an art and needs to be honed and perfected overtime (Rowley, 2004). There is nothing mentioned in the article that suggests that whether the author has experience or has gone through training to conduct and observation at this level. Secondly, he then conducted eighteen interviews of key personnel in the company who included contact centre manager, call centre manager, training team leader, roster and planning officer and human resource representatives, out of which he selects only ten interviews that he believed were relevant to topic of his research. The author should provide more detailed criteria for choosing only ten interviews out of the original eighteen. Thirdly, he obtained data from the organisation related to the Human resource department and analysed it to reach the conclusion. He has not mentioned what type of data he used to come to conclusions neither he has mentioned any process or methods that he used to analyse and interpret the data. There are two methods for data analysis; Computer based analysis and manual analysis (Borch Arthur, 1995). So in this case we dont know if he has used manual or computer based analysis or a combination of both. As some researchers use one type of methodology while some use a combination of both (Borch Arthur, 1995). Due to the debatable nature of Townsends research methods it is very difficult to find his results conclusive. However, he agrees with (Mulhollands, 2002) which suggest that CSRs need to show a high degree of emotional labor to the customers. Lack of proper planning and communication can be seen between the management of PowerGrid as they wasted AU$30 million in trying to implement a new software without consulting the training team leader and it turned out to be an add on (2007: 486). He identified that the recruitment and selection department should act like a gate keeper (2007: 478) in order to only let in the right candidates. He emphasized that training should focus more on emotional labour, as it is the most important aspect while communicating with the customers, rather than focusing on technical skills. Townsend fails to identify by how much the company was able to reduce the cost of turnover when they had to keep recruiting throughout the year due to employees moving into th e larger organization or leaving the organization altogether. This research provides useful information for practitioners in the call centres. However, researchers who further study, need to research in depth into industry of call centre and should specially address the limitations found in Townsends study. Townsend wanted to consider the paradox of extensive recruitment and training conducted in call centres that are faced with high levels of turnover. He came to the conclusion that PowerGrid was able to reduce its cost of recruitment and training, by having internal transfers within the larger organisation. 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