The Development of Pip in Great Expectations :: Free Great Expectations Essays

The Development of Pip in Great Expectations    As Pip grows throughout the novel, he develops and matures from a naive, young boy to a moral gentleman by the three main stages that take place throughout his life.    In the first stage of Pip's life he is young and does not understand what it means to be a gentleman and how it can affect his life.   Pip basically asks for three wishes in the first stage.   He wants education, wealth, and social advancement.   These three wishes are mostly so he can impress Estella, who is the symbol of this first stage.   Pip does not want to be a lowly blacksmith like Joe.   He wants to be intelligent.   He wants to be considered a person of high importance.   At the end of this stage he moves to London and begins to see the problems in the fog ahead.    In the second stage Pip is able to live his dreams of being educated and wealthy.   As the second stage progresses he has less and less time for other people outside of his little circle.   He mistreats Joe and Biddy.   He finds he is embarrassed to be around them.   His relationship with Estella also worsens.   They had not seen each other in years and the small bond that they had broke in time.   Estella then marries Drummle instead of Pip and all his hopes for her are lost as well.   Pip also begins to spend too much money and goes into debt even with his secret benefactor giving him money.   Once Pip discovers who his benefactor truly is all his dreams are shattered.   He cannot believe a criminal had been supplying him with money all this time.   Stage two ends with Pip being broken and destroyed with all the problems he faces.    In the third stage Pip tries to repair all his relationships with people he mistreated and loved.   Pip finds Herbert a good job even if it means Pip using some of his own money.   Pip also tries to help Magwitch escape.   Although Magwitch does not escape, Pip makes Magwitch happy before he dies telling him that he has a daughter and that he is in love with her.

Delwarca Case Essay

Delwarca Software’s remote support unit is having issues with its customer service performance. The long waiting times for calls are the predominant cause for customer dissatisfaction. Jack McKinnon is concerned with the impact of customer dissatisfaction on the growth rate of the company. The challenge for Jack McKinnon is to find out a solution for decreasing the long wait times on calls without investing much money. He will have to re work the whole process so that the calls can be channelized efficiently and various customer concerns be resolved effectively. Initially in the current process a customer call was greeted by an operator who does the identity and problem verification and decides to transfer a call to critical support unit or next available associate. The problem with this process was that even if a senior associate is available to attend to the customer’s concerns still the customer remains on hold and is routed to the senior associate only through the a ssociate and that also only if the associate fails to provide appropriate solution to the customer. The waiting time was involved between each passes and during the long hold time the customer was engaged only with an automated update every 90 seconds regarding further estimated hold time needed. During various interactions with customer iT was found that customers had trust on the technical competency of Delwarca’s support unit but were miffed on the long wait times. The customer had an option of directly requesting a specific Senior Associate by name. With the introduction of Rapid ID procedure the process flow was changed. Rapid ID procedure aimed to reduce regular calls by 1 FTE. Two highly experienced associates were upgraded to the roles of ‘Directors’ who would direct the calls from customers to either an Associate or a Senior Associate depending on the problem. They would not try to provide any solution but direct the calls to the proper channels only. In case the call is directed to the associate and he is not able to provide a solution, the call could still be forwarded to a senior associate. Also customer had an option to request for a Senior Associate directly. Under very rare cases only the customers were  directed to Delwarca’s Criti cal Support Unit. Analysis of the impact of Rapid ID procedure on the Customer satisfaction index: Positives –  Introducing Director Associates to direct customers to the appropriate associate/senior associate saw a reduction in both the wait and talk time with associate, from 66.8 minutes to 41.5 minutes that is a decrease of 37.8%. The calls that were routed from associate to senior associate took a dip of 11.3%. Associates’ percentage of resolving the calls increased from 51% to 62%. Negatives – The new problem that arose with Rapid ID procedure was an increase of 46.5 minutes to 89.2 minutes (a 91.8% increase) for calls that were forwarded directly to senior associates. With the large customer base and the number of senior associate available in Delwarca, this level of increase was not sustainable. Major cause for the increase in the time when they request a senior associate is because more and more customers were preferringdirect calls to senior associate and therefore the longer waiting times. Lack of trained associate and thereby customer’s preference for senior associates caused a major shift from associates not being able to contribute much and senior associates being swarmed with 65% of the total calls. 18% of all calls were directed straight to senior associates, 28% were direct requests from the customers and 19% from calls forwarded to them by the associates. Only 35% of the calls were sent to associates. Few associates and senior associates were reported to haveextremely longer minutes per call than the average call durations. This was affecting the overall quality of customer service performance. The three longest durationsfor associates were 50 minutes, 40.8 minutes, and 37.8 minutes. The next highest is 28.5 whereas the average stands at 29.4. Similarly the highest twofor senior associate were 44.6 min and 33.1 min. The next highest was 24.1min which is same as average of 24.1. It seems that these few associates and senior associates were causing larger holding time which increases number of callers in waiting queue. //Please Review the below part as I have jotted down the points in a hurry// Problem Statement – Jack McKinnon had to provide recommendation for increasing a thereby alleviated customer satisfaction, increase the Delwarca’s customer service unit performance and win back the customer’s trust. Also as a Manager it was his responsibility to address to the problems faced by his subordinates. With a shift to Rapid ID procedure the senior associates were bogged down by high pressure and at the same time they had to be the victim of irate dissatisfied customer’s rude remarks. Aronson, Pierce and Shah were speaking to the customers for the longer durations. The minutes per call for these Associates were much higher than the average. Similarly Kalinowsky and Sacks were speaking to the customers for the longer durations. Now Jack as manager has to take a decicison as to what to do with these employees. Recommendations – From the findings it can be concluded that there is a lack of skilled/experienced associates in the company and so customer finds more satisfaction when handled by senior associates. Unless the customer’s perception is changed they will keep swarming the senior associates. Also lack of problem solving ability by the current associates causes more and more calls forwarded from them to senior associates thereby increasing the pressure on them. Hence associates must be trained to solve different complex issues and customer handling ways. Proper mentoring will improve their performances and abilities to solve customer concerns effectively. Rather than directly forwarding the calls to the senior associate the ideal process would be to provide the customer with an associate who could discusses his problems and provide a part of resolution to it and then forward the case to the senior associate for further workaround. This will not only target efficient and effective solution provision to customer but also less dependency on the senior associate. Also it will help the associate to gain experience on the problem solving ability. If there is demand for a specific senior associate the requests can be divide in time slots and these incoming requests could be allotted the slots as per their preference. This would reduce the waiting/holding times and customer will not bother to call back if he/she is assured of a fixed time slot for his problem solving. Meanwhile the concerns of the customer can be noted by the associate and if the associate is ideal he can work-around the problem and propose a solution to the senior associate who in turn can judge and be ready with the possible solutions before the customer’s slot arrives.

Animals Humans And Animals - 1724 Words

Animals play an important yet unique role in human culture. We use animals for our own benefit, and sometimes forget that they are also living things. Humans have established themselves as the greater species, therefore placing animals below them, causing us to lose sight of the fact that animals play a vital role in our society. We take advantage of animals and think nothing of it. Understanding this relationship between humans and animals comes from understanding the differences between humans and animals. Throughout this lecture, I will strive to show the differences between humans and animals and the how these differences are apparent in our society. Innately, we recognize the difference between humans and animals, but it can be challenging to clearly define what makes a human a human. This is because there isn’t just one thing, but many, that separates humans from animals, and certain animals from others. In Jacques Derrida’s The Animal That Therefore I Am he uses an instance of a cat staring at him naked to describe the odd relationship between humans and animals. He says that he feels shame for being naked, but the cat doesn’t seem to care. This forces us to rethink our relationship with animals. Why should we feel ashamed to be naked in front of an animal, or anything for that matter? We feel shame for being naked because when we are naked we are too exposed. We need clothing to protect us, not just from the physical world, but from the world being able to see usShow MoreRelatedThe Animal Of Human Animals1424 Words   |  6 Pageswhich animal welfare has been scrutinised in the past years. 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