What part does ethics play in food marketing Essay

What part does ethics play in food marketing - Essay Example The development and study of one’s ethical standards is also considered as ethics (Velasquez & Et. Al, 2010). It can be said that food is the most important concern for people since it creates an impact upon individual health and well being. The way companies market their food has been in limelight because of the rising obesity rates that is threatening the industrialized countries’ population. Broader health concerns such as diseases because of addictives and preservatives make marketing ethics in food industry a relevant topic. Food ethics is one of the emerging academic disciplines in the recent times and is considered as one among many in the escalating field of applied ethics. The ethical issues are crucial with regards to the food. The ethical concerns encompass a correspondingly broad range of issues, for instance, the disparity between global food supplies and human nutritional needs. The other ethical concerns are results of the modern agricultural along with t he food biotechnologies for human as well as animal welfare (Mepham, 2000). The most important consideration in the food and agricultural products is that ‘production, transformation and distribution’ of such products can be considered as general aspects of daily life around the world. Therefore, these activities may not be addressed in the realm of ethics. However, the economic benefits that are derived by participating in food and agriculture system are considered as a means to an end that are ethical in nature (FAO, 2001). It is evident that the ethical consideration is becoming central in consumer food choices’ unease expressed by consumers regarding the increasing gap between the production processes and consumption. According to the current trend the consumers face three types of ‘ethical concerns’. The first type of the concern is about the substantive issues, for example, animal welfare. The second type of ethical concern covers requirements in relation to reliable information while the third concern covers involvement and participation. The food production system in the recent years possesses certain inherent features. There are different barriers that tend to block ‘ethical conscious consumers’ and ‘producers food choices’. There are four ethical requirements that may be as follows: the need for tax on unhealthy ingredients, the need for labeling and ethical traceability, the need for diversification of the production methods and the need for sufficient prices in case when the price reduction is gained at the expense of ethical values such as increased environmental impairment and compromised animal welfare Along with the significance of all facets of food in the society, there are certain other aspects of food that is beyond the basic nutrition which is becoming increasingly imperative. Therefore, in this regards, it is important to regulate the representation as well as coexistence of these styles of production. When it comes to food industries, the retail outlets need to be more concerned regarding the kind of food products they are delivering to their customers. The consumers are quite concerned regarding few ethically questionable structural traits related to the food chain, for instance, lack of animal welfare, trustworthy information and objectivity on the part of the information sources. It has been evident that the consumers even complain regarding the lack of the involvement with the food chain and rising gap between the food chain and consumers that treats them as strangers and outsiders and excludes them from making any decision regarding the food supply. European consumers tend to focus upon seven ethical issues. These

Economy of the United States Essay Example for Free

Economy of the United States Essay The time is considerably improved for the distinctive American citizen of 2007 than for a citizen of the 1800s. An array of economic policies known as import substitution is frequently quoted as the central reason of Latin America’s crises in the 1980s. The stratagem had outsized harmful upshots on economic growth in the 1980s reacting to the 1970s and 1980s progress. However, in the mid 1990s, import substitution policies had slight hit in renovating Latin American countries into sellers of feigned products. In fact, the condition was even worse in 1980s, as anxieties about non-payment raised; mean yearly price rises climbed radically from 1980 to 1985. And the economic deformations linked with hikes in inflation are stern. From last 1990s, numerous efforts have been carried out to alleviate the dilemma related to Latin America’s huge outside debt. A few restructurings in the 1990s had no brunt or were untied almost immediately as they were brought in. Just the once recent economic development and dependable growth in input output, and output per person commences, it is liable to persist on a usual source and progress public’s being. It is constant with the world’s practice in the 80s and 90s era. For now, in the United States, the introduction of Information technology generated an innovative market that created the hardware and generated the software required to suit the ignition claim for these appliances that had grown to be reasonable to about everybody. That market substituted the previous; a belief of capitalist theory called creative destruction which envisaged that outcome, truly emerged to be operational, even as the economy appeared to be strong. Obstinately, United States government tax policy also offers inducements for U. S. multinational firms to set up abroad. In current tax laws, firms are allocated without letting up to suspend disbursing business revenue taxes on incomes made offshore. The suspension is fine in anticipation of these firms send back the incomes to the home, upon which occasion they are taxed at the typical business income tax charge. However the U. S. business income-tax charge is one of the biggest in the planet, there is an extremely well-built inducement for firms to reinvest those profits outside of the United States. As a result, United States Government; the Congress agreed to provide tax relief per annum, in order that firms could send back incomes back to the home at a lesser tax charge. Firms made it in having this 2004 tax break by saying that it would facilitate them to employ those incomes to invest in the home and make employments for US citizens. Certainly, its almost unfeasible to establish they performed the deed or not. The initial phases of globalization and outsourcing charge millions of U. S. manufacturing employments but different specialists declared us that this was nil to agonize about since they were blue-collar Rust Belt employments. United States of America was converting itself into an overhaul economy, and facilitated all along by the Information technology. Internet tune-ups, cutting-edge research and growth made the transparent, high-paying employments that kept U. S. ahead in the current era. However, supporters of globalization disagree that outsourcing millions of mechanically transportable service jobs will decrease rates and increase productivity in the U. S. Except the assets of globalization dont seem so gentle from the perspective of an American computer analyst or auditor. They have performed what they were expected for but their effort was obstinately spoilt when the home employers hired overseas staff working so cheap. When lucrative manufacturing and service jobs shift abroad, relocated American employees are frequently obliged to accept low pay jobs and upward mobility. Paradoxically, at the instance millions of jobs are being outsourced and millions of unlawful migrants are overflowing into the U. S. , to get away form their domestic scarcity and joblessness; hence purely spoiling U. S. internal economy. Ironically, the good news is that, while United States governed Congress helped out to generate this chaos with poor economic and foreign policies, she can assist to overcome it. Still, U. S. is the best-positioned to make sustainable advantage of the growing world economy in the global marketplace. Modern economic trends, together with a huge trade shortage, on its last legs of norm revenues, comparatively weak job growth, have been to state the slightest rather intimidating. However there is one thing encouraging, the strong growth of productivity in the U. S. Commencing in the mid-1990s, productivity has recovered after 20 years of comparatively meager presentation. Regrettably, economists have hardly any solutions for progressive economic growth, as conservative neo-traditional growth forms pay no heed to technological modernization. On the contrary, a neo-Schumpetarian examination proposes that the revitalization and immobility of productivity are tied to the materialization and succeeding collapse of new techno-economic manufacture procedures. While an old economy attains its perimeters from the perspective of innovation and the dispersal of the technology structure, it grows to be ever more intricate to spin out productivity growth. Just after an innovative technology system suits reasonably priced as much as necessary and invasive adequate is it capable to rejuvenate the engine of productivity patterns. This examination recommends that though the modern information technology based technology system is probable to prolong to impel strong productivity growth for at any rate the coming 20 years, an innovation-exhaustion hold up may be very soon above the prospect. In fact, IT is really improving productivity, however merely in peculiar segments. Since the 1990s, productivity grew 1. 1% per year in segments spending greatly in computers and about 0. 35% in segments spending less. During 1990 and 2003, productivity growth in IT-exhaustive production averaged 3. 03% per annum, in contrast to just 0. 2% per annum in less-IT-exhaustive industry. In effect, the increase in mechanical automation was the really enormous growth of the economy of the era. Since many economists declare that globalization and technology have merged to generate up-to-the-minute tenets for the U. S. economy. However this economist considers old economics still offers the unsurpassed elucidation for current happenings. However, the new-economy model is not only a design that is obviously cleared by a particular economist and an extensive choice of thoughts descends below the new-economy streamer. Relatively than reviewing the concepts of a range of new-economy researchers, the subsequent argument assembles the thoughts into three extensive reports of the new economy; a long-run-growth, a sources-of-growth version, and a business-cycle version, which reveal the combined concept of several economists. Even as these reports disagree in particular calculations and inferences; butt all contribute to a widespread center that constructs them ingredient of the new-economy structure. In the past few years, the U. S. conomy has gained from a pointed deterioration in oil and commodity costs, a well-built American dollar, a tendency on the way to handled concern and reserved health-care prices, an impartial budget, and a fall in military expenses. Each one of these transient causes may have assisted the economy and guided to the unforeseen blend of falling inflation and unemployment rates. While distinguishing between temporary factors and structural changes, it is a hard chore that entails cautious empirical analysis and, additionally significant is a lengthier instant sequence of information. Simply by scrutinizing unemployment and inflation under a broad variety of economic circumstances for several years will it be achievable to wrap up if a structural change has in fact risen? Fast track and fiscal policy for the International Monetary Fund are merely fractions of a better scheme the United States Government must create to facilitate its citizens retain their leadership in what is, incontrovertibly, an accurately global economy. Moreover, the Federal Reserve should reduce interest rates, at this time sprinting at approximately four times the rate of inflation, with no less than one-half of 1%. Moreover, Conformist economics observes economic growth as a consequence of input accumulation and technological growth in a world of nearly invariable come backs to level. At the same time, there is a little argument about how to determine inputs and how to describe technological growth, there is an agreement that a great deal of economic growth engages trade-offs, such as increasing capital means investment, forgone consumption and savings, though increasing labor input needs education expenses and relinquished freedom. Whichever unsolved growth is branded the input of total factor productivity (TFP), also called the famous Solow residual, which reveals technical progress, improved efficiency, spillovers, scale economies, demand side policy, pull inflation and so on. Countless economic studies of foreign direct investment center on the features of the companies in creating its resolution to spend overseas. While the rest employ features of host nations as independent variables, that U. S. oreign direct investment runs to Europe contain such independent variables as growth of market size and size in host countries, levels of protectionism in host countries, and capital control programs of the U. S. Government. The causes for the disparity in corresponding the employment and productivity growth amid the two regions may be vibrant, except mostly dialogue they go down into three types. At the outset, the expansion of the pay, the rental ratio is a typical macroeconomic elucidation for modifications in labour and capital intensity influencing the employment growth productivity. During the 2000-s, pay control and active labour market policies elevated labour force membership statistics in Europe however, simultaneously decreased the growth of labour charge comparative to the capital cost. The quicker employment growth but lower growths of labour productivity are probable consequences of these policies of the U. S. Government. Seeing the initiation of the global economy and amplified tax competition, businesses and other shareholders employ geographically fungible capital to reduce their tax charges by shifting their assets to lower tax regions. Hence the capacity for capital flight compels limitations on the point of taxation that in order compels fiscal discipline on the U. S. Government. However the normative economic research have demonstrated that the optimal tax rate on capital is zero, while the optimal tax rate on labor is positive, proposing that the expressive decline of taxes on capital, during tax competition, would offer wide-reaching advantages in the global market. In addition, in a more competent market, investment will be owed more effectively, escorting to worldwide welfare profits in the all-embracing race. The interconnected concepts comprise nonlinear growth once a critical mass is attained, worthy rounds of positive feedback in manufacturing and communal firms for example Silicon Valley, and declining costs and amplified excellence by means of technology and scale economies. These concepts are not new-fangled to conservative US economics; however the new economy offers them far better magnitude and looks them as the dynamic energy of growth economy-wide (Fretz, 4-15). The recent facts propose that it is yet excessively untimely to let know if a new economy has actually materialized. The new economy is resolutely constructed on the supposition of structural changes in the economy; however there is just not sufficient information yet to differentiate elemental transformations from unconventional accounts, for example transitory shocks can escort to the identical upshots. By building up these concepts at this instant, economists and policymakers would be capable to come to a decision if there truly is a new economy in the United States

tristans Tragedy :: essays research papers

"Tristan's Tragedy" As told to (author's name) By Tristan "What an unusual Christian name, '(author's name)'! And you say you know but two languages? You must jest to render the title of 'scholar' upon yourself. During my training, I have learned seven, all the while being taught horsemanship and swordsmanship. Alas, all of my accolades serve me not here. True nobility never makes excuses for shortcomings; however, in this despair I can know no greater loss. After being wounded in battle with the giant Morolt (who was subsequently slain by my steel) I journeyed to Ireland in search of Queen Isolt and her medicinal power. Disguised as a wandering minstrel, I succeeded in endearing myself to her court by performing deeds impossible for the average. I also taught her daughter, my beautiful Isolt, the art of the lyre. I returned to Cornwall, and upon hearing my account of Isolt's charm, my king Mark resolved to make her his own. After convincing her family to allow her to wed the king, we set back on a ship for Cornwall. I remember the night on which we fell in love. Perhaps it was the wine, or perhaps I was merely intoxicated by her. Nonetheless, she amazingly felt the same drawing to me, and we were unable to contain our affections. We continued seeing one another in secret after the wedding; after all, without love her marriage was invalid. After a while, though, our conniving king took aware of our dealings and banished me to the barren Arundel. It was there I met a woman of average beauty, but with the only name worthy of my attentions: Isolt des Mains-Blancs. (That's "of the white hands" if your other language fails you.) I could not betray my love however, so our marriage was never consummated. Rightly so, because in due time I received a letter from my true Isolt, giving account of her flight from the king. She requested a meeting with me, saying her ship would bear a white sail. I kept the new Isolt on guard for weeks. Finally, I was informed that my Isolt was spotted on a ship,

The Bembo Typeface

The design of typefaces has undergone various changes through out the history of the printed text and has metamorphosed itself from the design requirements of primitive printing press to modern day digital needs. Typography aims to provide a text that is readable and coherent at the same time ensuring the typeface preserves an aesthetic appeal to the readers. The clarity of the text also needs to be taken into consideration when analyzing the typeface.When understood in an historical perspective the typefaces which were popular in the late fifteenth and early sixteenth centuries were largely Roman and lacked the presence of italicized letters. The lack of italics often hampered the readability of the text. In the Renaissance Italy, Venice emerged as center that catered to the typographical needs of the scholarly society. With the widespread use of printing press and the subsequent proliferation of printed materials, the time was ripe for the redesigning of existing typefaces.Aldus Ma nutius was an accomplished printer in Venice known for printing scholarly articles. The typefaces that were used by him were created by Francesco Griffo. Francesco Griffo was a goldsmith turned typeface cutter who worked on the design of the important typefaces used by Aldus Manutius. The calligraphic characteristics like slants and curves influenced Griffo to a large extent and these influences were assimilated into the typefaces he developed. As a result he created the first italic typeface that incorporated an element of elegance.This typeface when used for printing not only had an aesthetic appeal but also lent itself to a greater clarity of reading, which set it apart from earlier Roman typefaces. Manutius used this new typeface for printing a small piece of work commissioned by Pietro Bembo. The unique characteristics of this typeface made it widely popular and came to be known as the Aldine roman typeface. The Aldine roman typeface is now known as the Bembo typeface. Bembo ty peface emerged as the most modern one developed in the century. Initially Bembo typeface consisted of lower case characters only and upper case characters were borrowed from other typefaces.On gaining widespread popularity, italicized upper case characters in keeping with the characteristics of Bembo were added to the typeface. The design of Bembo typeface is rendered unique due to the following characteristics. The creator of Bembo has ensured minimal variation in the weights between thin and thick strokes. This lends evenness to the text. The oblique stress emphasized in the typeface lends it a classical elegance, while the angled serifs enhance the aesthetics. Stanley Morrison of Monotype corporation launched a program to rediscover the historical typefaces to use it in modern day printing.The Bembo typeface was revived in the 1920s by the Monotype corporation, which made use of the original books and specimen material as a foundation using the original typeface by Francesco Grif fo as a reference. Morrison based the revival largely on the text Hypnerotomachia Poliphili by Francesco Colonna, which was typeset by Griffo. Initially the revived typeface was called â€Å"Poliphilus† but the name Bembo gained more acceptance. Keeping with their tradition of preserving classical typefaces, Monotype introduced a digitalized version of Bembo typeface in the 1980s by leveraging its original metal revival of the 1920s.To cater to the demands of modern digital printing needs, semi bold and extra bold weights were incorporated into Bembo. The distinguishing characteristics of the Bembo typeface lend a consistency to the text irrespective of the color and texture used for printing. The legibility and classical look of this typeface makes it highly suitable for books. Bembo has maintained its appeal through the generation as compared to other historical typefaces such as Gutenberg typeface, which are no longer in use. It has also heavily influenced Garamond family of typefaces, which are now known as ‘Old Style’.To summarize the classical typeface has undergone 500 years of change and constantly adapted itself to the changing dynamics in the printing industry without losing its inherent design characteristics. References Christensen, Thomas. (n. d. ) The typehead chronicles. Retrieved March 11, 2009 from http://www. rightreading. com/typehead/bembo. htm Meggs, Philip B. , & Carter, Rob. (1993). Typographic Specimens. USA: John Wiley & Sons, Inc. Bembo Typeface [Online Image]. (n. d. ). Retrieved March 11, 2009 from http://www. rightreading. com/typehead/bembo. htm.

The Punishment Permutation in the Philippines - 809 Words

There is no other way to put into words the dilemma that death penalty poses to the consciousness of individuals than J.R.R. Tolkien’s statement in The Fellowship of the Ring, in which he wrote, â€Å"Many that live deserve death. And some that die deserve life. Can you give it to them?† This predicament can be pointed out as one of the reasons why death penalty has been suspended and reestablished as the years go by in the Philippines. In the past, death penalty has been implemented during the times of Ferdinand Marcos, Fidel Ramos, Joseph Ejercito Estrada, and Glorio Macapagal-Arroyo as a response to increasing crime rates. But then, last 2006, Arroyo signed Republic Act No. 9346 which proclaims the suspension of capital punishment in favor of life imprisonment. Not a decade has passed yet lawmakers are in talks once again on reviving death penalty. Even though an overwhelming majority opposes this controversial position, I firmly stand on the belief that death penalt y should be reinstated in the Philippines because of three crucial reasons, namely: it is a proportional punishment for atrocious crimes, it helps protect the welfare of the citizens, and it brings closure to the family of the victim. My first argument in support of the reimplementation of death penalty in the Philippines is because of its responsible action to deliver proportional punishment for atrocious crimes. Such â€Å"atrocious crimes† could be tagged to crimes involving murder, rape, and drug trafficking. OnShow MoreRelatedThe Punishment Permutation in the Philippines1909 Words   |  8 Pagesthe reasons why death penalty has been suspended and reestablished as the years go by in the Philippines. In the past, death penalty has been implemented during the times of Ferdinand Marcos, Fidel Ramos, Joseph Ejercito Estrada, and Glorio Macapagal-Arroyo as a response to increasing crime rates. But then, last 2006, Arroyo signed Republic Act No. 9346 which proclaims the suspe nsion of capital punishment in favor of life imprisonment. Not a decade has passed yet lawmakers are in talks once againRead MorePolitical Situation in Pakistan14875 Words   |  60 Pagesprovide treatment for the graver diseases. Spurious drugs that put an immediate end to their lives are administered to the sick. Racketeers who fearlessly adulterate food and swell their ill-gotten wealth by black-marketing goods have lost fear of punishment. The operation of the public transport system is scandalous. Accidents are so frequent that the highways have become death alleys. Trains are held up in broad daylight and passengers robbed whilst regular gun battles rage for hours between dacoits

Pest Analysis on Cocacola - Free Essay Example

Sample details Pages: 11 Words: 3180 Downloads: 10 Date added: 2017/09/24 Category Advertising Essay Type Argumentative essay Did you like this example? Commercial-In-Confidence EOI – MUltiMedia Contact Centre System with Voice Logger 7/10/2008 KENYA COMMERCIAL BANK LIMITED EXPRESSION OF INTEREST (EOI) FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A MULTIMEDIA CONTACT CENTRE SYSTEM WITH VOICE LOGGER Release Date: 11th July 2008 Last date for receipt of responses: 8th August 2008, 15:00 hours (3pm) East African Time (in Nairobi) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 2 of 18 7/10/2008 Expression of Interest for the supply, implementation and maintenance of a Multimedia Contact Centre system with a Voice Logger ISSUE OF THE EXPRESSION OF INTEREST DOCUMENT to prospective respondents This form is to be completed by persons collecting the tender document from Kenya Commercial Bank Ltd premises. For those downloading the document from the Bank’s corporate website, this page is to be completed and faxed immediately to fax number +254 20 240977 or a scanned c opy e-mailed to [emailprotected] co. ke . Firms that do not register their interest in this manner may not be sent the EOI addenda should any arise. Name of Person: ______________________________________ Organization Name :__________________________________ Address :_____________________________________________ Tel No: _______________________________________ Fax No:_______________________________________ Email Address:_______________________________________ Signature:___________________________________________ Date:_______________________________________________ Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 3 of 18 7/10/2008 TABLE OF CONTENTS EXPRESSION OF INTEREST (EOI) FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A MULTIMEDIA CONTACT CENTRE SYSTEM WITH VOICE LOGGER . 1 1 GENERAL INFORMATION .. 4 1. 1 Introduction . 4 1. 2 Objective of the Expression of Interest (EOI) 4 1. 3 Format of EOI response and instructions to bidders. 2 THE BANK’S OPERATING ENVIRONMENT . 7 2. 1 Profile . 7 2. 2 The Bank’s vision . 7 2. 3 The Bank’s mission . 7 3 CURRENT IT ARCHITECTURE . 3. 1 Existing Communication Infrastructure and Network environment .. 8 3. 2 Technical architecture 9 4 VENDOR RESPONSE .. 10 4. 1 Selection criteria 10 5 INFORMATION REQUIRED .. 0 5. 1 Vendor profile .. 10 5. 2 Channels offered 15 5. 3 Personnel profile 15 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 4 of 18 7/10/2008 1 GENERAL INFORMATION 1. 1 Introduction Kenya Commercial Bank Limited (hereinafter referred to as â€Å"the Bank†) is a leading commercial banking group in the East African region, renowned for its diversity and growth potential. The Bank has four subsidiary companies – KCB (Tanzania) based in Tanzania, which consists of a head office and five branches, KCB (Uganda) based in Uganda, which consists of a head office and three branches, Savings Loan Kenya Limited, which is based in Kenya and specializes in mortgage products, and KCB Sudan based in Southern Sudan with two branches and offers banking services. The Bank’s vision is to be the best bank in the region. To support the Bank’s vision and in line with the current market trends, the Bank plans to implement a Multimedia Contact Centre with Voice Logger This document constitutes the formal Request for Expression of Interest (EOI) for the supply, implementation and maintenance of a Multimedia Contact Centre system with a Voice Logger and is being availed on an open tender basis to companies or organisations (hereinafter referred to as â€Å"the respondent(s)†) which are developers and vendors of Multimedia Contact Contact Centre Systems with Voice Loggers and have ownership of the various proprietary rights attaching thereto and are interested in submitting a response. 1. 2 Objective of the Expression of Interest (EOI) The objective of the EOI i s to shortlist vendors who would later be invited to submit detailed responses for the supply, implementation and maintenance of a Contact Centre System with a Voice Logger that supports KCB Group Customers. The Multimedia Contact Centre system with Voice logger being sought by the Bank is expected to assist the Bank to increase overall productivity in service delivery, by achieving the following objectives: To improve Customer access and choice while lowering the cost of service. (Offer full Multimedia functionalities – Email, Telephony, SMS, Web chat, Fax, scanned documents and voicemail) †¢ To handle majority of simple customer interactions by use of dedicated, well-trained, frontline staff. †¢ To stem the customer traffic that would otherwise need to contact the branch about a service issue/complaint. †¢ To objectively measure the performance of our service network. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Pag e 5 of 18 7/10/2008 †¢ To create a database of customer feedback and reports on products and services. To provide consistent responses and improved quality of information, this leads to higher customer satisfaction. †¢ To reduce the customer frustration as inquiries will be handled professionally reducing the common problem of caller run-around. †¢ To analyse calls to the Contact Centre this will prevent problems by allowing early identification of customer service trouble spots and problem issues. †¢ To activate outbound Contact Centres to be used to generate sales or run promotional or awareness campaigns. 1. 3 Format of EOI response and instructions to bidders The overall summary information regarding the Contact Centre System is given in section 1. 2 Objective of the Expression of Interest (EOI). The respondent shall include in their response any additional services or items considered necessary for the successful completion of the project. Responses to t he EOI from respondents should be submitted in a common sealed envelope, marked EXPRESSION OF INTEREST FOR THE SUPPLY, IMPLEMENTATION AND MAINTENANCE OF A CONTACT CENTRE SYSTEM DO NOT OPEN BEFORE 8th AUGUST 2008, 3 pm. Bidders should provide one (1) hard copy and one (1) electronic (soft) copy on CD of the response to the EOI. Responses to Section 5 INFORMATION REQUIRED should also be submitted in both hard and soft copy on CD. 1. 3. 1. The response to the EOI should contain the following: a. Profile of the firm as outlined in Section 5. 1 b. List of Channels offered by your organisation as outlined in section 5. 2. c. List of reference sites as outlined in section 5. 3. 3. d. Copies of the last three years audited financial statements e. Copy of the certificate of incorporation f. Product brochures (technical and user) 1. 3. 2. The response documents shall be addressed to Head of Procurement Kenya Commercial Bank Limited Kencom House 5th Floor Moi Avenue P. O. Box 48400-00100 G PO Nairobi, Kenya, Tel +254 20 3270000 Fax +254 20 240977 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 6 of 18 7/10/2008 Please note that responses received by facsimile or electronic mail will be rejected. 1. 3. 3. The Bank reserves the right to accept or to reject any response, and to annul the process and reject all responses at any time prior to the award of the contract, without thereby incurring any liability to any respondent or any obligation to inform the respondent of the grounds for its action. 1. 3. 4. Cost of responding The respondent shall bear all costs associated with the preparation and submission of its response, and the Bank will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the responding process. 1. 3. 5. Clarification of Response Document All correspondence related to the contract shall be made in English and in writing. Any clarification sought by the respondent in respect of the project shall be addressed at least ten (10) days before the deadline for submission of responses, in writing, to the Head of Procurement. Please note that enquires made by telephone will be rejected. The queries and replies thereto shall then be circulated to all other prospective respondents (without divulging the name of the respondent raising the queries) in the form of an addendum, which shall be acknowledged in writing by the prospective respondents. Enquiries for clarifications should be sent by e-mail to [emailprotected] co. ke. 1. 3. 6. Amendment of EOI Document At any time prior to the deadline for submission of responses, the Bank, for any reason, whether at its own initiative or in response to a clarification requested by a prospective respondent, may modify the EOI documents by amendment. All prospective respondents that have received the EOI documents will be notified of the amendment in writing, and it will be binding on them. It is therefore i mportant that respondents give the correct details in the format given on page 2 at the time of collecting/receiving the EOI document. To allow prospective respondents reasonable time to take any amendments into account in preparing their responses, the Bank may at its sole discretion extend the deadline for the submission of responses based on the nature of the amendments. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 7 of 18 7/10/2008 1. 3. 7. Deadline for the submission of responses Responses should be addressed to the Head of Procurement and received on or before 8th August 2008, 15:00 hours (3:00pm) East African Time (in Nairobi) Responses sent by mail should reach the Head of Procurement by the same deadline. Responses received after the above-specified date and time shall not be considered. Any response received by the Bank after this deadline will be rejected. 1. 3. 8. Responsiveness of responses The responsiveness of the re sponses to the requirements of this EOI will be determined. A responsive response is deemed to contain all documents or information specifically called for in this EOI document. A response determined not responsive will be rejected by the Bank and may not subsequently be made responsive by the respondent by correction of the non-conforming item(s). 2 THE BANK’S OPERATING ENVIRONMENT 2. 1 Profile The Kenya Commercial Bank Group is one of the leading institutions in the banking and financial sector in the region. As a player in the global financial market, the group maintains working arrangements with correspondent banks throughout the world. Broadly, the Bank offers the following services among others: †¢ Retail banking that encompasses personal and business banking; and †¢ Corporate banking that provides treasury and corporate banking. 2. 2 The Bank’s vision The Bank’s vision is ‘to be the best bank in the region’. 2. 3 The Bank’ s mission The Bank’s mission is ‘to consistently deliver financial products and services in the interest of all our stakeholders through best business practice in the dynamic markets in which we operate’. Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 8 of 18 7/10/2008 3 CURRENT IT ARCHITECTURE 3. 1 Existing Communication Infrastructure and Network environment 3. 1. 1 Overview and description of the Wide Area Network The Bank network consists of a main data centre located at Kencom house (primary data center) and a backup disaster recovery site (DRS) at Gigiri both in Nairobi. All remote VSAT sites and Branches in Nairobi connect in a star- topology to each of the main data centre in Kencom and Gigiri DRS. Up country tail branches are linked via digital leased lines (Digital Leased Line) and wireless over frame-relay to their regional Hubs. The regional hubs connect to the Main Data centre via Digital Leased Li ne and via wireless frame relay links to the DRS. Cisco series 2800 and 3845 are used in the network for WAN connectivity. There are dual server farm aggregation Cisco 6500 switches at the main data centre. Critical systems connect to dual LANs, which connect into these switches. The main data centre and the DRS are interlinked via two 256kbps digital and wireless links, and high speed Optical Fiber connectivity on Ethernet providing full redundancy 3. 1. 2 Voice Communication Environment A summary of the Voice network is as follows: †¢ Each of KCB branches has voice services running off the Cisco Call Manager 6. 0 at Kencom House with remote site survivability implemented on branch routers. This is the standard installation in most branches including Juba in Southern Sudan. Card Center and Savings and Loan units (all in Nairobi) are on Call Manager Express installation Cisco 2851 routers. ISDN lines are used to call in and out at the major sites i. e. Kencom House, Sarit ce nter and Savings and Loan head office. Normal trunk lines are used in the branches. In addition, E1 lines are used at Kencom to provide services through the two GSM providers – Celtel and Safaricom The bank also has Cisco Call Manager cluster ver 4. 1 at Mombasa. Ten branches in coast region operate from this system. There is another Call Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 9 of 18 7/10/2008 Manager Cluster ver 6. 1 at Kampala that provides services to KCB branches in Uganda. †¢ Centralized voice services are not currently available in Tanzania and Southern Sudan. 3. 2 Technical architecture The current technical architecture is as set out in the following table: Technology Current technical environment Server operating system †¢ Linux †¢ Windows NT, 2000, 2003 Client operating system †¢ Window 98, NT, 2000, XP Database †¢ Oracle 8i, 9i, 10g, 11i †¢ MS SQL Server 2000 enterprise edition †¢ Foxpro Server hardware †¢ NCR Main Frame †¢ HP Proliant ML350 and ML 570 †¢ NCR Server Workstation †¢ PC PIII 128 MB RAM and higher Communications †¢ Star topology †¢ Communications protocol – TCP/IP asynchronous †¢ Communications infrastructure: VSAT, Wireless (Radio), Lease Lines, Dialup, Fibre Optic cable †¢ Between : 9. 6kps analog to 512 kbps fibre optic Internet Browser †¢ Microsoft Internet Explorer 6. 0 Mail Server †¢ Exchange 2003 Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 10 of 18 7/10/2008 4 VENDOR RESPONSE 4. 1 Selection criteria Responses will be evaluated in a comprehensive manner against a range of criteria, based on information gathered through the Expression of Interest. Some of the evaluation criteria to be considered are: †¢ Design of the proposed solution, including modularity and open architecture and the ease with which the proposed syste m can be delivered; †¢ Proven implementation ability of the supplier organisation in delivering similar solutions; †¢ The vendor’s ability to provide implementation and ongoing support to the Banks operations; †¢ Quality of resources such as staff and †¢ Financial capability. This list is not exhaustive. The decision making process is confidential and non negotiable. During the evaluation process, the Bank may request clarification of responses from suppliers. INFORMATION REQUIRED This section sets out the minimum information the vendor is requested to provide under the following headings: †¢ Vendor profile †¢ Channels offered †¢ Personnel profile †¢ Vendor support services Vendors should complete in the defined format. Vendors are encouraged to provide brochures to support the information provided. 5. 1 Vendor profile Please specify the following: No Description Response 1. Name of organisation (full corporate name and any relevant bus iness name(s)) 2. Date of incorporation (dd/mm/yyyy) 3. Certificate of incorporation number (please provide a copy of your incorporation certificate) 4. Postal address Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 11 of 18 7/10/2008 No Description Response 5. Tel number 6. Fax number 7. E-mail address 8. Location of registered office including street/road 9. Name and address of main vendor contact person including name, current position/title, address, telephone, fax and e-mail address 10. Name and address of bankers 11. Name and address of insurers 12. Brief description of business 13. Key offices and their locations a. b. c. d. e. 14. Global rating by renowned rating agencies (Provide evidence of the rating) 15. Benchmarks of Contact Centre systems by an independent organisation (Provide evidence of the benchmark documentation) 16. Number of professional staff †¢ management †¢ development/technical †¢sales †¢ consulting †¢ support 17. Number of your professional staff with more than 5 consecutive years’ experience in Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 12 of 18 7/10/2008 No Description Response †¢ management †¢ development/technical †¢sales †¢ consulting †¢ support 18. Specify partners with whom you have strategic alliances in the following areas and also specify dates of commencement of the relationship. (Provide evidence of the relationship) †¢ Software †¢ Hardware †¢ Communications 19. Name of the relevant software 20. Number of live sites globally 21. Number of live sites in Africa 22. Number of live sites in Kenya 23. Total number of successful implementation sites globally1 24. What is the current version of your Multimedia Contact Centre and Voice Logger application 25. Date the current version of your application was released 26. How many versions of your software we re released over the past 5 years 27. Total number of live sites running the current version 28. Total number of versions currently being supported List the versions currently being supported a) b) c) d) 1 A site should be a single facility consisting of computers and networks where the software and databases are installed and operating independently Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 13 of 18 7/10/2008 No Description Response e) 29. Do you have full ownership of the source code? (Yes/No) 30. What escrow arrangement do you have for the source code? 31. Specify the market for which the system was originally written 32. The year the software was first developed 33. The year your software was first commercially available 34. Provide a brief history of the development of the system 35. Provide a brief description of the current version 36. List the various hardware platforms your application runs on a) b) c) d) e) f) 37. List the databases your application runs on a) b) c) d) e) f) 38. List the operating systems supported by your pplication a) b) c) d) e) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 14 of 18 7/10/2008 No Description Response f) 39. Describe the product architecture. 40. Describe the product development tool. 41. Specify the total number of banks you have implemented your application 42. Name and location of the largest installation site in terms of number of users Give number of users 43. Name and location of the largest installation site in terms of number of Agents seats Give number of accounts 44. Does your product interface with any of the following systems (Yes or No) †¢ Core banking systems(indicate which) Telephone banking Fixed Line Wireless (mobile) Wireless (hand-held devices) †¢ Customer Relationship Management (CRM) †¢ Internet Banking †¢ Mobile banking(SMS) 45. Which of the following is in your software of fering (Yes or No) †¢ Telephone Fixed Line Wireless (mobile) Wireless (hand-held devices) †¢ SMS †¢ FAX †¢ EMAIL †¢ Customer Relationship Management (CRM) 5. 1. 1. 1 Directors details Please provide the following details for all directors of your organisation: Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 15 of 18 7/10/2008 Name Nationality Citizenship Shares held 1. 2. 3. 4. 5. 2 Channels offered 5. 2. Delivery channels supported Please indicate if this is your product or it is a third party product. Delivery channel Product supporting i. Voice calls – Land line and wireless/GSM ii. Voice mail, iii. Email, iv. Web chat, v. Fax, vi. Sms, vii. Posted or scanned documents viii. Blended outbound calling application ix. Customer Relationship Management (CRM) 5. 3 Personnel profile 5. 3. 1. 1 Human resources †¢ Provide the organization structure of your firm and summarize the number of employees in each department or function †¢ Provide the resource structure for implementation and support of solution required 5. 3. 2 Vendor support services Please provide the following: Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 16 of 18 7/10/2008 Training Details of training offered Location of training Implementation support Specify nature of support offered globally Location Office name, location, telephone, key contact name Nature of support Specify nature of support available in Africa Location Office name, location, telephone, key contact name Nature of support Specify nature of support available in Kenya Location Office name, location, telephone, key contact name Nature of support Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 17 of 18 7/10/2008 Support required for key user staff Help line facility Brief description of facility Problem handling channels Average response time for sup port activities Specify ability to provide user support in multiple languages 5. 3. 3 User and reference sites Please provide the following information related to at least five (5) banking institutions where your system has been successfully implemented. 1. Name of banking institution 2. Name and address of contact person including name, current position/title, address, telephone, fax and e-mail address. 3. Country of incorporation 4. Location of the headquarters 5. Number of Contact Centre Agents 6. Annual turnover during period of implementation (US$) 7. Brief description of project undertaken 8. Project duration 9. Date of implementation including start and end dates 10. Modules implemented a) b) c) d) e) f) g) h) Commercial-In-Confidence EOI – Multimedia Contact Centre System with Voice Logger Page 18 of 18 7/10/2008 i) j) 11. Number of professional staff provided by your firm 12. Did your product interface with any of the following Channels (Please indicate if this is your product or it is a third party product). i. Voice calls, ii. Voice mail, iii. Email, iv. Web chat, v. Fax, vi. Sms, vii. Posted or scanned documents viii. Blended outbound calling application ix. Customer Relationship Management (CRM) Don’t waste time! 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