Custmer care Essay Example | Topics and Well Written Essays - 1000 words

Custmer c are - Essay causeThe businesses who are struggling for improving their customer service are unable to consider and recognize the motivation and intention of their own employees. The traditional form of approach to customer service through customer kind management and automated workflows are not performing well as they are not considering the origin their employees. Customer service can be transformed by the customer service arrangings by empowering their employees. The employee dominance can transform customer service providing benefits to business, customer and employee, the three stakeholders in customer relationship. authorisation Empowerment is the process of granting greater responsibility to either hotshot who works for an organization. In literal sense, it denotes granting the power of making decisions. It is the process of authorizing or enabling an individual to behave, thinks, control work and take action and make decisions in autonomous ways. Empowering the members of an organization is a tremendous motivational tool as it digests them the feeling that they are contributing to the organization by their own initiative and are improving the performance and achieving better results. The empowerment of employees plays a significant role in achieving superior customer service as they are the best in performing their jobs (Mabey, mule driver and Clark, 1998, pp.42-43). Ways of empowerment The empowerment can be fostered among the employees of an organization in the following manner instauration of non-threatening environment The empowerment and creativity are defused by the traditional organizations using power and micro management. creative thinking and empowerment should flourish in the organization by providing freedom to employees in respect of pursuing their post and they should be supported and encouraged by the management. Resolving problems by employees The managers should not always provide answers to every problem instead the employees should be guided to think critically for themselves to resolve the issues. When employees will act on their own, it will result in better solutions because they will be the experts while performing their jobs and the manager world power not have all the facts available with him. Allowing for mistakes Individuals and companies can grow and learn by making mistakes. The employees should be supported even after making mistakes. Learning is the most significant part that takes place indoors an organization. The employees should be encouraged to share information with the team. The individuals are not required to make mistakes to learn rather they can also learn from the mistakes of others. Respecting employee ideas or suggestions The ideas or suggestions of employees should never be ignored as one of these ideas may turn the company into a business of multi-million dollar. If an idea does not seem appropriate, the rationale should be discussed with the employee. This wil l not make the employee to feel ignored by the management. Developing each employee through projects distributively employee should be made the team leader on a certain project which will provide them the confidence to grow and to be an excellent contributor within the company. Creating opportunities for advancement and development The excellent contributors are required to be felt valued. The additional work is

Ethics and Philosophy in Religion Essay Example | Topics and Well Written Essays - 1750 words

Ethics and Philosophy in Religion - Essay Examplection3 Thus, it is the art with which unrivaled is able to retrieve information and learning that sets one apart from simply recalling or remembering. In enounce for learning to take place, one must have a source from which to draw upon knowledge. Once this is achieved, remembrance is attained. Thus, knowledge has a purpose and a direction which can be analyzed through divers(a) means. This is the nature of knowledge. 150 wordsPart II. Method/Hermeneutics. Seventh-Day Adventist4 theology is unique. Seventh-Day Adventists theology approximates a movement with apocalyptic overtones. Adventists hermeneutics, or definitional theory, stems from the books of Daniel and divine revelation, which be both books of the Bible that deal with prophecy. Seventh Day Adventists are particularly concerned with prophecy and how it relates to the interpretation of the sacred text of the Bible. Basically, the main ideas that characterize Seventh-Day Adventism has been carefully analyzed. The way the Bible is interpreted by mess within the religious culture of Seventh-Day Adventism is very specific. The theme of the end times reoccurs often, more often than not, in the hermeneutics of the Seventh-Day Adventists. The main hermeneutic regarding the book of Daniel deals mainly with the foreshadowing of the coming of Christ. The main hermeneutic regarding the book of Revelation deals mainly with the symbols associated with end times and the impending return of Christ. 150 wordsPart III. Method/Hermeneutics. The Seventh-Day Adventist hermeneutic is continued to be discussed in this section. The interpretational theory of the Seventh-Day Adventists depends largely on the text being evaluated or analyzed. In the case of Seventh-Day Adventists, the text that is mainly focused upon ordinarily, but not alwaysis Revelation. This is because a large part of Seventh-Day Adventist theology usually focuses upon the up-and-coming return of Chri st to earth in order to

Evaluating Fictive-Narrative Essay Example | Topics and Well Written Essays - 1000 words

Evaluating Fictive-Narrative - Essay ExampleHe effectively illustrated that the abstract understand is enhanced when studying the physical object.John was greatly fascinated with nature and science from a really early age. His father was a scientist in the ara of Surgery, thus he occasionally communicated with John on issues concerning general science. The literature explains that John used to observe the activities of small living organisms such as the insects that are commonly found on the tree barks. He developed curiosity on how the insects manage to enshroud or come forth from the dung. During childhood, John developed keen interest in the bodies of dead animals uniform the pigs. He wanted to observe the pig more closely to satisfy his curiosity. They obtained the dead animals from the slaughterhouse, before they are taken by the butchers or meat suppliers. During analysis of the dead animals, he used several procedures and equipments. He used the knife to slice the carcas s, and then remove the intriguing organs such as the liver, lungs and heart. He observed that the features and characteristics of the hearts varied, from one animal to another. His father taught him great lessons in natural science and operation through practical procedures, more so the animal dissection techniques. The father explained that the surgical procedures conducted on animals, was very corresponding to procedures conducted on human beings. The father taught him the general functioning of the frame organs. The esophagus is the channel that the food follows, so as to make blood. The food enters the stomach, then liver and also the heart. The heart pumps the blood to other body parts or organs through the phlebes. Aristotle was taught by his father that blood is the main source of provisions to the body. Therefore, John illustrated adequate capabilities of being a natural scientist.John was effectively guided in his checkup training by the medical school lecturers, instr uctors and

Data Protection and Cyber-Security 2013 Essay Example | Topics and Well Written Essays - 3000 words

Data Protection and Cyber-Security 2013 - Essay ExampleWhat has made this a possibility is the improvement in the communication technologies and mediums. The societal media has been the best hit. Over the past(a), the social media has realized prominent developments which have made it easier to communicate and build a net profit of wad from all over the world. Because of this, effective as Bishop J. implies on increasing online communities, millions of community who were once not interested in social network development have now diverted to the same and joined the booming social platforms.1 These developments have seen maturation of many an(prenominal) social media platforms and chat rooms that people argon now free to join for a chance to connect with both known and unknown people from every location of the world, thanks to the internet. well-disposed chat-rooms like peep and Facebook are just but examples of the freely available social platforms. The development in the social media has sum up at a price that the society has dearly paid in the past years. The adoption of digital communication done through the social platforms has, over the past, paved way for many instances of the violation of many UK laws that govern the privacy of information and human rights. There have been several instances where people have used the various social platforms to pass messages that either violates human rights or laws governing the country. Twitter, a prominent social media website, has been used by various people to relay criminal tweets which have touch the public by a great deal. The government has been trying to control the information passed through the social media. As outlined by Bishop, various laws and regulations have been made to pr plaint people from posting disgustful messages that might have adverse effects on the public.2 Contrary to what should happen, people who post criminal and criminal offense messages on these social platforms have, in t he past, made away with the offenses. For instance, law enforcers now say that offensive comments that are posted on twitter and Facebook rarely lead to charges unless they also include eminent threats and/or even lead to harassment campaigns. This and many past events has seen the government unable to curtail the harms caused by various social media offensive messages hence clearly showing that the law is unclear and ineffective in addressing the social media offenses. This has come along with mixed reactions from people who are now left with question that tends to explain whether the social media is unfeignedly effective in controlling the digital content. The numbers of offensive messages which are posted on twitter and Facebook among others have been on the rise lately. Estimates now show that millions of messages are sent within a case-by-case day. The most surprising part is that this is a statistic for only twitter with other social websites not considered. A large number o f the messages which are sent daily are offensive and pose threats to the public. What has made this a significant threat is that the messages, which are initially only meant for a particular person or group, may eventually end up reaching millions of people worldwide. According to the U.K director of public prosecutions (DPP) Keir Starmer QC., many people who post criminal messages online may go uncharged. This he says happens since the

Impact of the recent financial crisis to Malaysia, Singapore, Thailand Essay

Impact of the recent financial crisis to Malaysia, Singapore, Thailand and Korea - Essay ExampleThe crisis left waste impacts on the economies of the four countries (Thailand, Malaysia, Singapore and Korea) as discussed below.The 2007/2008 financial crisis left the four countries with huge financial debts borrowed from the highly-developed economies (Lin, 2014). Generally, most south East Asian states including Singapore, Malaysia, Thailand and Korea had borrowed huge loans before the crisis to rebuild their economy after the Asian crisis that had happened previously. The crisis reappeared in a eon when the countries were struggling to repay the loans borrowed for economy reconstruction after the Asian crisis. This laid a heavy burden on respective countries thereby retarding their development progress. These states are still compensable the loans acquired before financial crisis set foot in Asia.The financial crisis hiked the cost of living to more than two-base hit in the four countries. up to date, the residents in the four countries go through very difficult propagation because conjecture opportunities are still few and the available jobs are underpaying (Klein & Shabbir, 2007). Furthermore, foreign investors returned back to their countries and the domestic investment has performed poorly since then. Basically, low investments (both domestic and foreign investments) in a country results in inadequate job opportunities and consequently, high poverty levels.The crisis weakened the local currencies of Singapore, Malaysia, Thailand and Korea which caused these nations a huge fortune in terms of time and resources to reconstruct their economies. Poor performance of the local currencies made exports cheap wealthy nations seized the opportunity to develop their economies (Jensen, 2010). Moreover, disparagement of local currencies negatively affected local investment due to dumping by foreign investors. Additionally, depreciation of local currencies in the respective states during and after the crisis led to less demand of domestic products

Global Financial Markets Essay Example | Topics and Well Written Essays - 2750 words

globose Financial Markets - Essay ExampleLow inflation is a positive scenario as it enables a rustic to maintain a stable economy and keep the value of local currency money.For example, if a underlying Bank wants to attain and keep exchange rate stability and stem capital outflow, the bank must(prenominal) implement a high touch on rate policy such(prenominal) as increasing anticipate market rates to a range of 20 to 30% from a regular level of 10% in close cases. A stable foreign exchange rate will prevent a deep contraction of domestic economic activity. The Central Bank can also encourage an involution of bank lending to small and medium enterprises by expanding its credit facility to support local enterprises. By achieving its primordial goals of stablility and efficiency in the monetary and pecuniary frameworks, the Central Bank makes its very important part to the growth of the local economy.The Central Bank sets a base rate at which it transacts with other financial institutions. This interest rate then impacts on an array of interest rates set by mercantile banks and building societies for their clients consisting of both borrowers and lenders. It also affects the price of financial assets including bonds and shares. The policy of decreasing or raising interest rates influences the level of spending in the economy. For instance, lower interest rates makes saving less captivating and borrowing to a greater extent attractive. Lower interest rates can affect the consumers and the firms cash-flow. For example, a steep cancel in interest rates reduces the income from savings and the interest payments due on loans. Borrowers also spend more of any extra money they have. The final effect of lower interest rates is to encourage higher(prenominal) spending in aggregate.Lower interest rates can boost the prices of other assets such as houses. higher(prenominal) house prices permit the home owners to extend their mortgages to finance higher consumptio n. Higher share prices increase the households wealthiness also. In addition, the main macroeconomic objectives of long-term growth and employment are achieved by monetary government through the judicious application of the appropriate monetary policy. Over the years, monetary authorities are cogitate on price stability by setting numerical targets for inflation over limited periods.As a strategic move to set the base rates, the monetary authorities make a series of choices regarding the data used as the basis for short-term and longer-term monetary policy adjustments by giving weight and specific roles to crucial economic variables. This information is applied in setting the base rate for interest rates, the preponderant foreign exchange rate regime, the intermediate money supply targets, the preferred forecasting mechanisms and the dominate indices of the prevailing conditions in the monetary sphere. Individual country assessments on the base rate vary in most respects. The financial variables which exert an important role at the strategic level include important targets such as money, credit and asset prices.The main operating procedures which relate to the tactical level of policy slaying encompass the choice both of instruments and of operating objectives. The central bankers use major policy instruments such as official interest rates, market operations such as repurchase tenders, reserve requirements and specific shoot controls like ceilings on loans and ceilings on bank deposits

Political socialization Essay Example | Topics and Well Written Essays - 500 words - 1

policy-making socialization - Essay ExampleThe changes are non always demanded for the comforts of living. In a culture of mixed races, ethnic groups and castes it becomes demanding to survive, to expand, to initiate and to change for the gain ground of the future generations. Hence it becomes very necessary to analyze the process by which political opinions are create and take shape.If we look at the process more closely any member of the society would non be having his or her own opinion till the age of pre teen that is twelve. That is the age when one is in awe with the figures of authority in the family. Then the figures are replaced by more closer to life figures such as leaders, political figures etc. However at a later stage the person starts forming his or her opinions. The later stage the opinions start taking shape and are consolidated over a rate of flow of meter. These opinions then change into matter of policies and become guiding principles of ones life. At the same time these principles now determine the voting decisions and the capacity in which the citizen participates in the political process or the ashes of the country.This process of political socialization also throws light on formation of groups, parties and lobbies that come from various sections and races of the society. Political socialization creates the awareness in the people to come together and be together till the terminus is achieved. With this perspective unification of various racial groups in American society needs to be adoptd. This holds a good deal of reference to African American people coming together. Tracing the history we observe that the Africans came as slaves to the continent. Even though they were living into deplorable conditions there was no voice and unity amongst them take down after they were given the independence by the then Lincoln government, they still did not know the gist to work and survive.

Case Study Module 3 Example | Topics and Well Written Essays - 1000 words

Module 3 - Case Study ExampleDr. MacIntyre finds that the drug Valium in the Avery Clinic was unaccounted. Despite this, her outdated records management system is unable to affirm if the drugs were physically missing. The next problem is the change magnitude absenteeism of her associate Stephen Saltzman. With Mr. Saltzman not working full time, the sales figures at the Avery clinic are negatively impacted. He is likewise not available as often as he is expected to be thus scotch many clients. Mr. Saltzman also seems to have a poor work ethic. Dr.MacIntyre by analyzing the amount spent on tests at the Avery clinic concludes that he may not be taking the time to diagnose properly.These issues point to a bigger problem which is the poor monitoring of the Avery clinic. It is evident from the case that Dr. MacIntyre is adjoiningly involved with the Johnsonville clinic where she puts up entirely not so with the Avery clinic. A new branch or venture always needs close attention to be p aid. (Kishel & Kishel, 2005) Leaving the Avery clinic to its own devices seems to cause of all the problems the business is facing.A cause of warm concern is the few hours been put in Avery and poor work ethic by Mr. Saltzman at Avery. This is because the devil directly influence income and customer satisfaction. The hours Mr. Saltzman is not attending to clients are all hours not spent billing. non taking enough time to diagnose animals is poor service delivery and leads to unhappy clients. Neglecting clients needs ruins the reputation of the business. (Scott, 1991)As a result of the problems mentioned above, other areas of the business suffer. Profitability has gone protrude in the Avery clinic because as a direct result of the absenteeism of Stephen Saltzman. It has gone down in Johnsonville as Dr. MacIntyre had to crucify her hours of working to travel to and from Avery to assist with the workload there. Strategic direction for the company also suffers as the miss of suffi cient

Are Human Activities Contributing to Climate Change Research Paper

Are Hu composition Activities Contributing to Climate Change - Research Paper ExampleSince then, man has been moving forward in terms of technological advancement but overlooking the damages it is cause to the Earths atmosphere.The greenhouse gases, which occur indwellingly, absorb the thermal infr atomic number 18d and warm the Earths temperature by 63 degrees Fahrenheit. This whole process is known as the Greenhouse Effect. The main greenhouse gases that argon present in the Earths atmosphere are carbon copy dioxide, water vapour, methane, nitrous oxide and the ozone. (Maslin, 2007) degree Celsius dioxide and other green house gases such as methane are added to the earths atmosphere by the burning of fossil fuels. Previously, the carbon dioxide levels in the atmosphere were in balance but today, human activities are releasing carbon dioxide into the atmosphere at an increasingly high level. The earths vegetation has non been able to take in and absorb the excess of carbon dioxi de and thus, the atmospheric level of carbonic acid gas has increased. fossil fuels are burnt to create energy for humans in the form of heat, electricity and gas. Apart from fashioning our lives easier, it has also emitted enough carbon dioxide into the atmosphere to cause climate changes.Through the Earths natural cycle, large amounts of carbon dioxide are released in and out of the atmosphere annually and so the CO2 levels remained in balance throughout. However scientists have confirmed that human activities add around 7 billion tonnes of CO2 into the earths atmosphere which ends up upsetting the balance. According to research, the trees and the oceans only absorb half of the carbon dioxide present in the atmosphere. The remainder stays in our environment for as long as blow years.Carbon dioxide is created from fossil fuels through the form of heat and gas. It is also released in natural processes like decline of organic matter. Apart from that, trees release CO2 into the atm osphere but due to deforestation, the absorption of this gas has

Politics of US Environmental regulations on drilling, pipelines, Essay

Politics of US environmental regulations on vegetable oil production, pipelines, refineries - Essay ExampleIn the background part, the overview of the bore process, oil drilling types, and key environmental considerations is given. It is followed by the digest of the US oil reserves and resources, with regards to the variety of opinions about them (from optimistic to pessimistic). One of the commutation issues of the US drilling politics is the regulation of further offshore drilling. In this light, two alternative viewpoints be being examined the first is pro-drilling, advocating the expansion of existing offshore drilling initiatives, based on such arguments as the state energy independence and job opportunities. The second is pro-regulation, critical about the progression of offshore drilling and about the impact of oil drilling in general, behaveed by environmental considerations and economic analysis. spot governmental documents are being examined in connection with these two tendencies. In this paper, we support the sustainable cultivation view that economic and social needs should always be balanced with environmental considerations that is why, little support is given to the dangerous industrial plans of oil explorations and development, but the existing objections are also being approached cautiously. fossil oil Drilling Process The Procedure of vegetable oil Exploration and Development Oil resources are found in various environments. They are classified according to these environments into onshore and offshore crude oil resources. This distinction is politically signifi batht, as offshore drilling accounts for or so of the US oil recoveries for instance, in 2009, IHS estimated that deepwater offshore oil discoveries were 6 times bigger (as measured by barrels) than the onshore discoveries (IHS, Role of Deepwater Production in Global Oil Supply). Exploration and development of the onshore crude oil is technically different from that of the o ffshore oil hence, they go forth be described separately. It takes several stages for the oil resource (that is, the total amount of oil in place, most of which cant be recovered) to become the oil reserve, or the amount of oil that can be recovered economically with existing technology (Rapier). Roughly sketched, these stages involve Geologic and geophysical prospecting (the analysis of the potential place for well) Exploratory drilling (making drills, logging, and different analyses of the reservoir) ( vegetable marrow for Economics and Management of IFP cultivate 69-82) Primary drilling (usually commercially inefficient) (Centre for Economics and Management of IFP drill 84) Secondary and tertiary, or enhanced, recovery (Centre for Economics and Management of IFP School 85). Later, the oil has to be separated from gas and water it also has to undergo other preparatory procedures forwards being transported for commercial, communal, and industrial use. It is important that scien tific exploration of the oil reservoirs also involves drilling it continues 2 to 6 month and has the success rate (meaning the discovery of profitable reservoirs) of approximately 25% (Centre for Economics and Management of IFP School 76). This means that noise and damage to soil and local ecosystems on the stage of exploration affect 5 times more territory than that for later oil development. Offshore exploratory drilling also requires prop use for meteorological and diving stations? (Centre for Economics and Management of IFP School 77). The very recovery of oil from the reservoir is possible due to the difference in pressures, as it is shown on the picture 1 (from Centre for

Statistical and Quantitative Methods in Business Coursework

Statistical and Quantitative Methods in argument - Coursework ExampleHowever, for the purpose of bringing uniformity in the analysis, only 30 questionnaires were selected out of the correctly fill up questionnaires for each company on random basis.The survey questionnaire comprised of two sections the first section included demographic attributes of the respondents, whereas the second consisted of four asseverations relating to performance, innovativeness, service quality and alliance merchandising of the company under consideration. Each statement in the survey questionnaire was required to be responded on the basis of a five point Likert scale, which is as followsUpon reviewing the literature avail up to(p) on the subject of organizational performance and its determinants in retail sector, in that location be a number of variables identified. Most of the researchers and authors involve regarded organizational performance as a dependent variable. spare-time activity is a rev iew of relationships identified between organizational performance and various factors.It has been stated that organizations which are able to bring innovation in their business processes are able to improve their performance. In this regard, Hult and Ketchen (2001), Garg et al. (2003) and Wu et al. (2003), found that there is a positive relationship between innovativeness and organizational performance.The quality of services delivered by organizations to their customers is also regarded as an important factor in influencing the performance of those organizations. In their study of service organizations operating in Malaysia, Ramayah, Samat and Lo (2011) have found that performance of service organizations has a positive relationship with service quality.The concept of relationship marketing relates to the creation and improvement of relations by an organization with its the customers (Jobber & Fahy, 2006). Shaker and Basem (2010) in their study found that the relationship between relationship marketing and organizational performance.On the basis of conceptual model

Personal Organizational Development Assignment Example | Topics and Well Written Essays - 3000 words

Personal organisational Development - Assignment ExampleAs the report declares after graduating from the Business with International Management schedule at the Newcastle Business School in Northumbria University, the plan is to return to Kuwait and apply the theoretical frameworks of the prey to business and management operating functions at KPC. It is affirmed that the course has enabled the development of the most appropriate skills rank which would prepare me for job positions at KPC where core competence and competitive advantages would be exuded, as compared to other alums from corresponding bailiwicks of endeavor.This paper stresses that the earnings potentials for graduates with a degree in Business with International Management jog from 72,105 for international finance management graduates to 76,054 for international marketing management graduates. In a more orthodox site, the median salary for graduates from the program and who work as management analysts receive 52, 479, while administrative value managers receive 54,082. In Kuwait, the earning potentials for graduates from the program are actually greater due to the absence of personal income taxes. Thus, the pose perceivable earnings for graduates of the program would be KWD 13,918 to KWD 42,539. As such, the earning potentials are relatively high and lucrative which makes the field of study attractive to be pursued. Graduates from the program would most likely meet increasing competition from students who graduate in similar fields of discipline.

Scientific Management was the product of 19th Century industrial Essay - 1

Scientific instruction was the product of 19th Century industrial practices and has no relevance to the present solar day. Discuss - Essay example7). Thus, domesticate inevitably to become as organised and productive as it possibly can, due to the legion(predicate) people involved in it, and division of labour must be assigned properly in order to bring turn up the best results. However, it was not until the beginning of the 20th century when such needs were attended to. One of the earliest guiding principles that sprang out from the need for workers to become as productive as possible while helping the employer save money is by implementing new strategies that were scientifically-made and can be tested using scientific methods. This kind of workplace management known as is Scientific focusing, was developed by Frederick Taylor around the turn of the 20th century in order to advance the methods used in work and make even workers of any skill level to become even to a greater extent productive (Taylor, 1939, p. 280). period it was a big step in moving from highly- tralatitious work and management methods to a much more modern and scientific one, its beginnings were nevertheless controversial, and may even have reversed its original aims (Watson, 2008, p. 31). Also, Scientific Management is seen as one of the earliest blueprints of modernisation and automation of work, yet by somewhat dehumanising the workers and leaning towards the remotion of jobs altogether like in automation of factories, and in a way cancels out one of its aims reservation human workers even more efficient (Watson, 2008, p. 32). These, among many reasons were the cause of the abandonment of the use of scientific management, as well as deriving new ideas and disciplines out of it. Thus the evolution of the scientific management as the result of 19th century industrial practices may have no relevance to the present day needs of work places and organisations due to the changed needs, strategies and goals of management. Foundations and Goals of Scientific Management Frederick Taylor is the person credited for the creation of the principles of Scientific Management, which went out in public around the year 1911. He was able to come up with the ideas for changing traditional work methods into modernised and simplified actions that do not need additional efforts in skill-building, as unlike to craftsmen undergoing apprenticeship to learn the ropes (Pitsis, Clegg, and Kornberger, 2011, p. 25). Goals that aim for work and management simplification were made for the successful establishment of the principles of scientific management, and ar enumerated as follows Firstly, the old rule-of-thumb in the methods being used at work are replaced by scientifically-proven methods that short older ones, do the work a lot easier to finish and eventually increases overall output by workers (Taylor, 1939, p. 280 Watson, 2008, p. 32) Second, the most skilled or capable of the c ustody are trained scientifically in learning, as well as teaching and developing the newer and better methods of work, as well as standardising these methods among all of the workforce to improve their efficiency (Taylor, 1939, p. 280) Thirdly, there is tight cooperation and coordination between the trainers or the management and the workforce in making sure that the principles are properly adhered to at all times and (Taylor, 1939, p. 280) By doing the abovementioned principles, there would be an sufficient sharing of labour and