reactant converted. Example of Stochiometric Analysis • Neutralization of hydrochloric acid with lime 2HCl + Ca(OH)2 CaCl2 + 2H2O • Oxidation of acetic acid to carbon dioxide and water. CH3COOH + 2O2 2CO2 + 2H2O Engr. Yvonne Ligaya F. Musico 5 Example of Stochiometric Analysis • Combustion of Methane CH4 + 2O2 CO2 + 2H2O • Oxidation of glucose C6H12O6 + 6O2 6CO2 + 6H2O Engr. Yvonne Ligaya F. Musico 6 Sample Problem 1 Freight train cars usually carry a maximum net weight of about 100
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Assignment on SERVICE FAILURE AND SERVICE RECOVERY Few months back my experience with ICICI bank helped me identify with these concepts. Service failure can occur on multiple dimensions. A core service failure occurs when a customer is not able to avail the service one has paid for. A service encounter failure occurs when customer interaction with employees of a firm leave the customer feeling negative about the firm. I experienced the first type of service failure. In March 2010‚ while
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FEATURES OF SERVICES In terms of economics‚ service is a transaction where no physical goods are transferred from the seller to the buyer. The benefits of services are held to be demonstrated by the buyer’s willingness to make the exchange. In terms of management‚ Service is a customer-focused approach in delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Some of the basic features of Services are: 1. Intangibility:
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J. (2013‚ September 13). What Twitter CEO Dick Costolo is like as a leader. The Washington Post. Retrieved from http://www.washingtonpost.com/blogs/on-leadership/wp/2013/09/13/what-twitter-ceo-dick-costolo-is-like-as-a-leader/ Stone‚ B. (2012‚ March 5). Years of Chaos and Fail Whales Didn’t Stop Twitter. Now the Company that Couldn’t Kill itself May be about to Take Flight. Bloomberg Businessweek‚ p.62-67.
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Number 1 ♦ 2010 SERVICE QUALITY IN THE PUBLIC SERVICE Prabha Ramseook-Munhurrun‚ University of Technology‚ Mauritius Soolakshna D. Lukea-Bhiwajee‚ University of Technology‚ Mauritius Perunjodi Naidoo‚ University of Technology‚ Mauritius ABSTRACT The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper
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Laura Kilday Foundation Degree in Children’s and Young People’s Service’s Integrated Services 4FD031 Learning Outcome 1 This report will show an understanding of current legislation‚ policy and practice within an integrated Children’s and Young People’s Service. Considering the history leading to current legislation and how these have informed practices and policies that are used by the Children’s workforce and also how the Common Assessment Framework and lead professional role supports
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Lecture Topic 1 : The Service Sector Reading : Chapter 1‚ Services Marketing : People‚ Technology‚ Strategy by Kotler & Wirtz‚ 7th Edition. The Service Sector- some facts : • In the West‚ business conditions generally remain difficult for service sector firms with falling prices hitting profitability. - The service sector typically accounts for between 66% and 75% of GDP in most of the more highly developed economies. (Central Intelligence Agency‚ 2011)
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Introduction to communication in health‚ social care‚ or children’s and young people’s settings. 1. Identify the different reasons people communicate. Some of the reasons why we communicate are: -To promote relationships and offer support: People such as social workers use this allot as they have regular contact with a ‘family in need’ and build up a system of support for the family. -To maintain relationships: A child’s key person will ensure that they get to know the child and its family in
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information and support or services to enable more effective Communication. Translation services- This service can help change the written text from one language to another. Interpreting service- This service can help with converting spoken language to another. Speech and language- This service can support people who have problems with their speech or language. Advocacy service- This service can support people who are unable to speak up for themselves. This service tries to understand the
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An Assignment on Service Failure and Service Recovery 28th August‚ 2011 A Service is an experience that a consumer derives at the time of its purchase. It is largely tangible and cannot be owned. Moreover‚ it is the outcome of being in contact (whether it is low-contact‚ hybrid or high-contact) with the service provider. Considering this‚ it is but natural that errors and failures occur. What differentiates one service provider and experience from the other is the way the error is corrected
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