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Keywords: supply chain management (SCM), Science Technology Engineering Math (STEM)
The inspiration of the book came from my personal upbringing. I was born and raised in Mesa, Arizona, where I would see title loans businesses in every street corner. Many close family friends grew a dependency on these loans. As I grew older, I became aware of the long-term effects these businesses had on these families and I became inspired to make a change.
My book is meant to introduce simple financial terms into a child’s life with the hopes that they will begin to converse with family and friends about these terms. My book specifically incorporates the terms: loans, opportunity costs, savings, and affordability. These four topics were chosen through surveying a high school class by gathering information such as what they know, how much they know, and what they would like to learn more about. The intended audience would be students reading at a 3rd grade reading level. This grade level is ideal for my book based off information found on the Arizona Department of Education’s website. Final revisions were done with the help of my committee as well as through feedback received from children.
The book itself is 31 pages long with illustrations on every page. The illustrations consist of photographs and drawings. The drawings were purposely placed, roughly, and without color, on the photographs to symbolize the rough patches in life in yet a colorful world.
Proposition 1184 plays a major role in the future of my book. Proposition 1184 is
currently working its way through the Arizona legislature and would require all high school students to take a class on financial basics, replacing the current economics class requirement. I plan to continue working with Mesa Public Schools to get my book, or a similar project, incorporated into the Mesa Public Schools curriculum. I envision the book starting discussions related to financial topics which will in turn familiarize children with these terms’ definitions and begin the movement of financial education in Arizona.
In today's business environment, customer service is more critical than ever. It is a major factor when consumers decide where to take their business. However, consumer choice is not applicable to all businesses for example, public utilities. Consumers do not have a choice in picking which utility company provides them service; the choice depends upon local jurisdictions and predetermined service territories. This lack of choice creates a "forced relationship" between consumers and public utilities. Because the nature of this relationship can have a negative impact, public utilities need to reevaluate their approach and invest in effective customer service as a valuable tool to achieve their organizational goals. This study investigates the need for public utilities to expand their investment; explores the available avenues to expand their investment; and offers a recommended pathway with the features and interface to expand their investment. Technology is the key in achieving organizational goals as it can reengineer internal and external operations. Self-service technology (SST) along with the features of gamification enable an organization to reengineer both its internal and its external operations. Companies can shift work from employees to customers and develop new mediums for customer service interaction. Overall, three investments are analyzed: traditional call centers, online, and mobile. The analysis focuses on available features and how those features affect the achievement of organizational goals. Two studies comprise interviews with utility representatives and a customer survey completed to reinforce findings. Based on the research, a smartphone application is the best option to enhance customer service while addressing all organizational goals.