Evolution of Production and Operations Management

THE DEFINITIONS Operations management (OM) is defined as the design, operation, and improvement of the systems that create and deliver the firms primary products and services. Like marketing and finance, OM is a functional field of business with clear line management responsibilities. (Chase, Jacobs, Aquilano, 2006:9) Operations management is the management of processes or systems that create goods and/or provide services. It encompasses forecasting, capacity planning, scheduling, managing inventories, assuring quality, motivating employees, deciding where to locate facilities, buying material and equipment and maintaining them, and more. (Stevenson, 2002:4) At the most fundamental level, operations management is about getting†¦show more content†¦They were not always popular with workers, who sometimes thought the methods were used to unfairly increase output without a corresponding increase in compensation. Certainly some companies did abuse workers in their quest for efficiency. Eventually, the public outcry reached the halls of the U.S. Congress, and hearings were held on the matter. Taylor himself was called to testify in 1911, the same year in which his classic book _The Principles of Scientific Management_ was published. The publicity from those hearings actually helped scientific management principles to achieve wide acceptance in industry. A number of other pioneers also contributed heavily to this movement, including the following: _Frank Gilbreth_ was an industrial engineer who is often referred to as the father of motion study. He developed the principles of motion economy that could be applied to incredibly small portions of a task. _Lillian Gilbreth_, a psychologist and the wife of Frank Gilbreth, worked with her husband, focusing on the human factor in work. (The Gilbreths were the subject of a classic 1950s film, _Cheaper by the Dozen_.) Many of her studies in the 1920s dealt with worker fatigue. _Henry Gantt_ recognized the value of nonmonetary rewards to motivate workers, and developed a widely used system for scheduling, called Gantt charts. _Henry Ford_, the great industrialist, employed scientific management techniques in his factories. THE HUMAN RELATIONS ERA AND POM Both TaylorShow MoreRelatedSupply Chain Strategy Of Toyota946 Words   |  4 Pagesexperience an evolution in its management philosophy from its beginnings and this has been epitomized in the terms of Lean Manufacturing and Just in Time Production that were vital in developing. Besides, the managerial principles and the business methods of the firm called the Toyota Way outlines the values and conduct procedures that Toyota personnel should utilize (Toyota 10). The company underscores the significance of respect for people and continual improvement in its operations. Under theRead MoreToyota Production System ( Tps )1164 Words   |  5 PagesIntroduction The Toyota Production System (TPS) is a lean production Operations Management technique, steeped in the philosophy of operational efficiency, operational sustainability, operational effectiveness, and quality, with focus on waste elimination, innovation and human rights (Toyota Motor Corporation, 2015a; Toyota Motor Manufacturing, 2015). At its foundation, TPS utilizes the guiding ideologies of â€Å"Just-In-Time† production, or efficient resource management, and â€Å"Jidoka,† or quality assuranceRead MoreEvolution And Development Of Operation Management1218 Words   |  5 Pagesthat operations management has existed since man start to produced goods and services to meet their needs and necessities. Although, the origin of operations may be come from ancient civilizations, their major evolution in history is practically refers to the last 250 years. Therefore, the story is presented in accordance with the most important contributions or primitive impulses and not stri ctly chronological terms. There are several important areas that have contributed to the evolution and developmentRead MoreThe Evolution of Total Quality Management1630 Words   |  7 PagesThe Evolution of Total Quality Management A useful way to begin to understand the evolution of TQM is to link it to show how the industrial world was developing at the time TQM was evolving. Until the industrial revolution in the mid 18th century, most goods were custom made. Industrialisation brought about a fundamental shift from cottage industry production to large scale manufacturing. Simultaneously, industrial activity underwent extensive mechanisation. As explained by Ho, ‘craftsmen wereRead MoreManagerial Accounting And The Certified Management1408 Words   |  6 PagesManagerial accounting is used by an organization to ensure informed decisions are made regarding current and future operations. Businessmen and women must have the ability to comprehend financial information provided to properly determine the correct course of action. In the global market of today, an organization’s inability to accurately determine the best course of action can lead to financial ruin for the company. Uninformed decisions by leadership can derail a business’ prospects for successRead MoreSoftware Houses Use Agile Development1431 Words   |  6 Pagescycle. T his environment has no constrains. On the other hand, operation environment, which is usually called production environment. In operation environment there are a lot of constrains due to the nature and policies of IT. The third problem is the time taken in support process. In support process operation team open a support ticket after that development teams start to develop, finally after fixing issues. It takes time to make operation environment down to redeploy after build. Sometimes, problemsRead MoreLean Six Sigma And The Effects On Operations And Technology Strategy1484 Words   |  6 PagesProcess Analysis on Lean Six Sigma and The Effects on Operations and Technology Strategy Lauren M. Nanney East Tennessee State University Abstract Do not indent/ need to add headings/subheadings, etc Process Analysis on Lean Six Sigma and The Effects on Operations and Technology Strategy Over the course of the past three decades, American industrial organizations have sought a wide variety of management programs in hopes to improve their competitiveness. TheRead MoreMultinational Corporations; There Definition and Evolution1034 Words   |  5 PagesA Multinational Corporation has been described as one that has production facilities or other fixed assets in at least one foreign country and makes its major management decisions in a global context. In marketing, production, research and development, and labor relations, its decisions must be made in terms of host-country customs and traditions. In finance, many of its problems have no domestic counterpart-the payment of dividends in another currency, for example, or the need to shelter workingRead MoreMahindra Mahindr Mahindra1476 Words   |  6 Pagesis headquartered in Mumbai, India. It’s segments of operation are automotive, farm equipment, automotive components, information technology(IT) and infrastructu re sectors. In 2003, MM received Deming Application prize from Union of Japanese Scientists and Engineers (JUSE) in the FES (Mahindra amp; Mahindra Ltd., 2015). In 2007 MM won Japan Quality Medal in the FES for implementing Total Quality Management(TQM) in its entire business operations. W. Edwards Deming was born in 20th century who eventuallyRead MoreScope Nature1393 Words   |  6 PagesTHE SCOPE OF OPERATIONS MANAGEMENT The scope of operations management ranges across the organization. Operations management people are involved in product and service design, process selection, selection and management of technology, design of work systems, location planning, facilities planning, and quality improvement of the organization s products or services. The operations function includes many interrelated activities, such as forecasting, capacity

Literature Review Iranian Muslim Americans - 952 Words

Literature Review: Iranian Muslim Americans Marywood University Helen Boyle America has one of the most diverse Muslim populations in the world. There are about three to six million American Muslims and around one half of this population was born in America. Almost all Iranian Muslim Americans come to the U.S. in search of opportunity, economic growth, and democratic freedom. However, it is important to note that although they may assimilate well to American cultural, they do not leave behind their own beliefs and values. There are many hardships faced by this group, such as discrimination and prejudice. It is important to be culturally competent while working with a population such as this. Cognitive-Behavioral Therapy (CBT) is a action oriented form of psychological therapy that assumes that maladaptive thinking patterns cause maladaptive behavior and negative emotions. (Pearce et al., 2015) This Evidence based practice is found to be especially effective when adapted for Muslim clients and their Beliefs and values. There was very little literature specifi cally on Iranian Muslim Americans being treated for depression. There was more information on general Muslim Americans with Depression. (Pearce et al., 2015) Iranian Muslim Americans face many challenges everyday. Since the terrorist attacks in New York on 9/11, majority of Muslim Americans say that it has become more difficult to be a Muslim in the United States. Despite the fact they said that life in theShow MoreRelatedLiterature Review : Iranian Muslim Americans883 Words   |  4 PagesLiterature Review: Iranian Muslim Americans Marywood University Helen Boyle America has one of the most diverse Muslim populations in the world. There are about three to six million American Muslims and around one half of this population was born in America. Almost all Iranian Muslim Americans come to the U.S. in search of opportunity, economic growth, and democratic freedom. However, it is important to note that although they may assimilate well to American cultural, they do not leave behindRead MoreRaza Aslan is Defending his Faith in the Book, No God but God1177 Words   |  5 PagesRaza Aslan is an Shia-Iranian and an American author, and he informed us within his introduction of his book that he will be blamed as an traitor by some and an advocate by others, however that the latter doesnt hassle him since there is no higher calling than to defend ones faith, particularly in times of cognitive content and hate. He claimed that this book is a debate for rectify and wrap up with a cautionary that, like the reformations of the past, this may be a terrifi c event, one thatRead MoreWhy Marjane Satrapi Graphic Form1803 Words   |  8 Pagesnovel accessible to its non Muslim readers. Being able to observe Christians in a predominantly Islamic country, opens a window to a life Satrapis readers could only dare to imagine. A world where u are told what to believe and what to think. It is therefore logical to target the sensitive majority of the population to educate about the Iranian political struggle and to get her story across. The novel in itself is about driving away the West from the conservative Iranian nation. Driving away the thingsRead MoreThe Geopolitics Of Us Iranian Relations3204 Words   |  13 Pages AMERICAN MILITARY UNIVERSITY THE GEOPOLITICS OF US-IRANIAN RELATIONS BY NELSON SHAWVER INTL500 – WEEK 8 ASSIGNMENT: RESEARCH PAPER 31 AUGUST 2014 The Geopolitics of US-Iranian Relations American Military University â€Å"It is imperative for other states to accept the reality of Iran’s prominent role in the Middle East and beyond and to recognize and respect Iran’s legitimate national rights, interests, and security concerns.† Iranian Foreign Minister Mohammad Javad Zarif (2014)Read MoreReligion : The United States And The European Union1648 Words   |  7 Pagesinfluence over society, especially its role in affecting politics (Hajizadeh, 2013). The biggest religious event/influence in recent years would be the various events that resulted from the Islamic conflicts both internal and external such as the Iranian Revolution and the infamous September 11th attack on the World Trade Center that occurred in 2001 (Hajizadeh, 2013). The September 11th attacks in particular paved the way for many new policies and laws including the USA PATRIOT (Uniting and StrengtheningRead MoreInfluence of Cultures on The Thousand and One Nights Essay examples1456 Words   |  6 Pagesthousand stories that had been translated or adapted from Sanskrit in the time of the Sassanids, the pre-Islamic Iranian dynasty. (Lawall 1586) The same is claimed by Goitein as he says that the first element in the tile of popular book: ‘One Thousand Nights is very old, as it is an adaptation of the Persian hezar efsane, which means ‘A Thousand Stories, according to various Muslim writers the name of a pre-Islamic collection of tales and fables.(301-02) W. F. Kirby states while reviewing theRead MoreThe Thousand and One Nights1472 Words   |  6 Pagesthousand stories that had been translated or adapted from Sanskrit in the time of the Sassanids, the pre-Islamic Iranian dynasty. (Lawall 1586) The same is claimed by Goitein as he says that the first element in the tile of popular book: ‘One Thousand Nights is very old, as it is an adaptation of the Persian hezar efsane, which means ‘A Thousand Stories, according to various Muslim writers the name of a pre-Islamic collection of tales and fables.(301-02) W. F. Kirby states while reviewing theRead MoreIr The Iranian Identity3660 Words   |  15 PagesImages from Iran: Iranian Identity in the Global World Globalization is defined as the ‘world becoming a small global village’ where all countries merge into a mosaic of one multicultural free communication of information village. Yet, if globalization is supposed to enhance the relationships between different cultures, making the whole world one nation, it drastically fails, due to the many differences between the world’s nations. Iran is one example of a country nation that has been detached fromRead MoreThe Study of Hostage Drama in Quirino Grandstand6173 Words   |  25 Pageswith society. Paranoid they feel threatened and persecuted, highly suspicious of people and very impulsive. CHAPTER II REVIEW OF RELATED LITERATURE a. FOREIGN LITERATURE The Iranian Hostage Crisis, November 1979 - January 1981   On November 4, 1979, an angry mob of young Islamic revolutionaries overran the U.S. Embassy in Tehran, taking more than sixty Americans hostage. From the moment the hostages were seized until they were released minutes after Ronald Reagan took the oath ofRead MoreBook Review of William Goldings Lord of the Flies2866 Words   |  11 Pagesinvolving human nature, William Goldings iconic novel Lord of the Flies, and the Middle Eastern society of today. This paper addresses those issues and concepts in light of what is happening in the Middle East today and also from the big picture of the Muslim community in the Middle East. Is it in fact fair to portray human nature (that is shown through Lord of the Flies) as reflecting human nature in Middle Eastern society? This paper approaches that subject in earnest. Understanding Lord of the Flies

Autism and Physical Therapy Help Free Essays

Autism Spectrum Disorders Autism spectrum disorders are very complex neurological disorders that have baffled experts over the years. These have brought numerous questions on the actual causes but there have not been many answers. Pervasive developmental disorders are how Autism spectrums are classified and it includes Autism, Asperger syndrome, Rett syndrome, and Childhood Disintegrative Disorder. We will write a custom essay sample on Autism and Physical Therapy Help or any similar topic only for you Order Now Each of these disorders has similarities in the individual’s lack of communication, socialization, and behavior. Autism was first introduced by Leo Kanner in the forties. His research is close in comparison to research conducted today. There will be signs of autism before the age of three and there are some significant deficits that help diagnose these young children. Social interaction, communication, and behavior are three deficits that are very noticeable in children with autism. You could be trying to talk to your own brother and he would be preoccupied doing something else. He wouldn’t show any signs of comprehending what you are saying and wouldn’t even look you in the eyes while you spoke. Autism can devastate a family, there is no cure and no medicine. You could have a normal developing baby until they just seemingly start to change and show abnormal behaviors before they turn three. They can look normal on the outside but there is some unknown phenomenon that happens to their brain. Genetic and environmental causes have been tested but there is still no definite answer. Asperger’s disorder is named after Hans Asperger in 1944 when he saw significant patterns of behavior in mostly his male patients. Asperger’s disorder is similar to autism in their impairments in social interaction and behavior. But they do not have a delay in language, cognitive development, and adaptive behavior. This disorder becomes clearer in elementary school when obvious social and behavioral problems become apparent. One rare condition that can appear in individuals is called savantism. These individuals show profound abilities that exceed what would be ordinary in most people. Another syndrome is called Rett and it is a very rare disorder of the nervous system that lead to developmental reversals especially in areas of language and hand use. Kids with this syndrome have normal development for the first five months, but have significant decelerated head growth between five and forty-eight months. It is onset prior to age four but is common to start earlier in life. Rett syndrome appears in nearly only females and can be misdiagnosed with other disorders like cerebral palsy. Some symptoms are floppy arms or legs, seizures, loss of normal sleep patterns, intellectual, and learning difficulties. The last of the Autism spectrum disorders is Childhood Disintegrative Disorder. The children with this disorder have normal development for the first couple years. They are diagnosed if they have a loss of skills in language, behavior, bowel control, and motor skills. Some other criteria’s are abnormal functioning in social interaction, communication and stereotype behaviors. There is no cure for these disorders but there is some therapy that can help. Behavioral therapy helps with social skills, self care, and can increase independent functioning. Occupational, speech, and physical therapy help the individual as well. Medications like stimulants and antidepressants are also helpful but their so exact medication for autism. But the main way to treat patients is to individualize the treatment. Having impairments in verbal and nonverbal communication would be devastating for any family. To have your child developing normally with the ability to communicate and act normal, then out of know where starts to lose those abilities. I couldn’t imagine how frustrating and sad it would be for the family to have to cope that. It’s crazy to think with all the technology in the world that someone or some organization could find better treatment or even a cure. Hopefully one day there will be a cure and families around the world would be able to have normal lives with their loved ones. How to cite Autism and Physical Therapy Help, Papers

To Kill a Mockingbird Summative Assessment Essay free essay sample

The book To Kill a Mockingbird by Harper Lee was a story about how Atticus was defending Tom Robinson who was a black man. Martin Luther King’s I Have a Dream speech took place on August 28, 1963 in Washington, D. C.. Martin Luther King and Atticus both believe in a nonviolent resolution to problems, standing in someone else’s shoes before judging them, and they both want the races to be equal. Martin Luther King and Atticus dont use violence to solve their problems. Most people like the resolution of their problem not to be solved violently. â€Å"We must not allow our creative process to degenerate into physical violence†(MLK). It means that they dont want to use violence to achieve freedom. â€Å"In our courts, when it’s a white mans word against a black man’s, the white man always wins†(251). Atticus is saying that it isnt fair that they dont care what the black man says. We will write a custom essay sample on To Kill a Mockingbird Summative Assessment Essay or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page Black men dont get as fair of trials that white men get. They should base the decision on what the person is really like. You shouldn’t judge a person until you stand in their shoes. †I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin but by the content of their character†(MLK). It means he wants people to be judged based on what they act like and not judge based on the color of their skin. â€Å"You never really understand a person until you consider things from his point of view†(33). Atticus is saying that you dont know a person until you know what their life is like. He says you have to get to know a person before making any judgements about them. He is saying everyone should be treated fairly. Everybody should be treated the same way as everyone else. The races should be equal. †I have a dream that one day down in Alabama, with its vicious racists, with its governor having his lips dripping with the words of â€Å"interposition† and â€Å"nullification†, one day right down in Alabama little black boys and black girls will be able to join hands with little white boys and white girls as sisters and brothers†(MLK). It means he wants whats best for the children of the future. He wants the races to be able to get along. â€Å"Our courts have their faults, as does any human institution, but in this country our courts are the great levelers, and in our courts all men are created equal†(233). Atticus is saying that the courts juries shouldn’t base their conclusions on the color of the defendant’s skin but on the evidence itself. Atticus believes that law supposed to be applied fairly to everyone. The law should be applied fairly no matter what your skin color is. Martin Luther King and Atticus believe in a nonviolent resolution to problems, standing in the other persons shoes before judging them, and the races to be equal. The juries in courts should base if the defendant is guilty or not based on the evidence provided and not based on the color of their skin. If a jury is all white and they are racist the black man wont get a fair trial in court. Everyone should be able to have a fair trial in court. You have to know what the person is like before making any judgements about them. In the old south if you were black you never got treated fairly. They thought in the old south if you were black you were found guilty no matter what even if there is no sufficient evidence. You are supposed to have a good amount of evidence to be able to find the defendant guilty or not.

The Leader Essay Example For Students

The Leader Essay In a crisis, a persons true colors emerge. The weak are separated from the strong and the leaders are separated from the followers. In John Steinbecks novel The Grapes of Wrath, the Joad family, forced from their home in Oklahoma, head to California in search of work and prosperity only to find poverty and despair. As a result of a crisis, Ma Joad emerges as a controlled, forceful, and selfless authority figure for the family. Ma Joad exhibits exelent self-control during the sufferings and frustrations of the Joads journey. Ma knows that she is the backbone of the family, and that they will survive only if she remains calm. Ma keeps her self-control when Ruthie tells some children about Toms secret. The family becomes nervous and enraged over the situation, but Ma restores order by handling the situation in a calm and collected manner. If Ma were to ever show fear, the family would most likely collapse. For, Old Tom and the children could not know hurt or fear unless she acknowledged hurt or fear. Thus, if Ma acts as if everything is all right, then the family will assume everything is all right. Most members of the family openly express their doubts or fears. Ma may be just as frightened as the rest of the family, but she always maintains a front for the rest of the family. When Ma had fears, She had practiced denying them in herself. This extraordinary self-control helps to keep the Joad unit together an d alive. Ma, like all leaders, must be forceful for things to work in her favor. Numerous situations occur in which Ma must be forceful or relinquish her role as the head of the family. Her forceful leadership occurs once when the family, without Mas consent, agrees to leave Tom and Casey behind to fix the Wilsons car. Ma feels this will break up the family and uses a jack handle to prove her point. It is at this point Ma replaces Pa as the official head of the family. Mas forceful leadership also surfaces when she threatens a police officer with a frying pan and when she decides for the family to leave the government camp. In both situations Ma must use force to achieve her objectives; in both situations, she emerges victorious. Eventually, Pa becomes angered because of his loss of power to a woman and says in frustration, Seems like times is changed. Mas will and forcefulness help her to be the steadfast leader her family needs in its darkest hour. We will write a custom essay on The Leader specifically for you for only $16.38 $13.9/page Order now Mas selflessness emerges as her most important quality as the leader of the family unit. Often Ma sacrifices her own well-being for that of the family. For example, Ma risks her mental well-being when Granma is dying. The family stops at the California border, and Granma is dead. Ma fears that if she tells the guard, the family might not be allowed to enter California. She lies to the guard, saying Granma feels very sick and needs a doctor. She spends the rest of the night lying beside the body, waiting until it is safe to tell the family. In response to the situation, Ma says miserably, The fambly hadda get acrost. Mas selfless qualities are also expressed by her actions toward Jim Caseys ideals. Casey feels that all is holy, and everything is a holy action. In nearly every action, Ma shows concern for her familys needs and sometimes, when the situation arises, the needs of strangers as well. Also, Casey believes in an oversoul, and Mas selflessness embraces this concept. Ma thinks of everyone as if she is thinking of herself, making her one with the whole community, thus fulfilling the oversoul concept. Mas sacrifice of her needs for those of the family is a subtle yet powerful method of her leadership of the family unit. .u891ac45dc54f8ef921f111eb56322dff , .u891ac45dc54f8ef921f111eb56322dff .postImageUrl , .u891ac45dc54f8ef921f111eb56322dff .centered-text-area { min-height: 80px; position: relative; } .u891ac45dc54f8ef921f111eb56322dff , .u891ac45dc54f8ef921f111eb56322dff:hover , .u891ac45dc54f8ef921f111eb56322dff:visited , .u891ac45dc54f8ef921f111eb56322dff:active { border:0!important; } .u891ac45dc54f8ef921f111eb56322dff .clearfix:after { content: ""; display: table; clear: both; } .u891ac45dc54f8ef921f111eb56322dff { display: block; transition: background-color 250ms; webkit-transition: background-color 250ms; width: 100%; opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #95A5A6; } .u891ac45dc54f8ef921f111eb56322dff:active , .u891ac45dc54f8ef921f111eb56322dff:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u891ac45dc54f8ef921f111eb56322dff .centered-text-area { width: 100%; position: relative ; } .u891ac45dc54f8ef921f111eb56322dff .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u891ac45dc54f8ef921f111eb56322dff .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u891ac45dc54f8ef921f111eb56322dff .ctaButton { background-color: #7F8C8D!important; color: #2980B9; border: none; border-radius: 3px; box-shadow: none; font-size: 14px; font-weight: bold; line-height: 26px; moz-border-radius: 3px; text-align: center; text-decoration: none; text-shadow: none; width: 80px; min-height: 80px; background: url(https://artscolumbia.org/wp-content/plugins/intelly-related-posts/assets/images/simple-arrow.png)no-repeat; position: absolute; right: 0; top: 0; } .u891ac45dc54f8ef921f111eb56322dff:hover .ctaButton { background-color: #34495E!important; } .u891ac45dc54f8ef921f111eb56322dff .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u891ac45dc54f8ef921f111eb56322dff .u891ac45dc54f8ef921f111eb56322dff-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u891ac45dc54f8ef921f111eb56322dff:after { content: ""; display: block; clear: both; } READ: Was he Sane? EssayIn the Joads hour of darkness, Ma emerges as their savior. Mas success can be attributed to superb self-control, forcefulness, and selflessness. Just as Ma leads, Pa is shown to be no more than a reluctant follower. In a crisis, a persons true colors show. Some people run and hide, some step aside to follow, and a select few step up

History and Geography of India

History and Geography of India Population: 1,173,108,018 (July 2010 estimate)Capital: New DelhiMajor Cities: Mumbai, Kolkata, Bangalore,  and ChennaiArea: 1,269,219 square miles (3,287,263 sq km)Bordering Countries: Bangladesh, Bhutan, Burma, China, Nepal,  and PakistanCoastline: 4,350 miles (7,000 km)Highest Point: Kanchenjunga at 28,208 feet (8,598 m) India, formally called the Republic of India, is the country that occupies most of the Indian subcontinent in southern Asia. In terms of its population, India is one of the most populous nations in the world and falls slightly behind China. India has a long history and is considered the worlds largest democracy and one of the most successful in Asia. It is a developing nation and has only recently opened its economy to outside trade and influences. As such, its economy is currently growing and when combined with its population growth, India is one of the worlds most significant countries. Indias History Indias earliest settlements are believed to have developed in the culture hearths of the Indus Valley around 2600 B.C.E. and in the Ganges Valley around 1500 B.C.E. These societies were mainly composed of ethnic Dravidians who had an economy based on commerce and agricultural trade. Aryan tribes are believed to have then invaded the area after they migrated into the Indian subcontinent from the northwest. It is thought that they introduced the caste system which is still common in many parts of India today. During the 4th century B.C.E, Alexander the Great introduced Greek practices into the region when he expanded across Central Asia. During the 3rd century B.C.E, the Mauryan Empire came into power in India and was most successful under its emperor, Ashoka. Throughout subsequent periods Arab, Turkish and Mongol peoples entered India and in 1526, a Mongol Empire was established there, which later expanded throughout most of northern India. During this time, such landmarks as the Taj Mahal were also constructed. Much of Indias history after the 1500s was then dominated by British influences. The first British colony was in 1619 with English East India Company at Surat. Shortly thereafter, permanent trading stations opened in present-day Chennai, Mumbai,  and Kolkata. British influence then continued to expand from these initial trading stations and by the 1850s, most of India and other countries such as Pakistan, Sri Lanka, and Bangladesh were controlled by Britain. By the late 1800s, India began working toward independence from Britain but it did not come until the 1940s however when Indian citizens began to unite and British Labor Prime Minister Clement Attlee began to push for Indias independence. On August 15, 1947, India officially became a dominion within the Commonwealth and Jawaharlal Nehru was named Indias Prime Minister. Indias first constitution was written shortly thereafter on January 26, 1950, and at that time, it officially became a member of the British Commonwealth. Since gaining its independence, India has undergone significant growth in terms of its population and economy, however, there were periods of instability in the country and much of its population today lives extreme poverty. Government of India Today Indias government is a federal republic with two legislative bodies. The legislative bodies consist of the Council of States, also called Rajya Sabha, and the Peoples Assembly, which is called the Lok Sabha. Indias executive branch has a chief of state and a head of government. There are also 28 states and seven union territories in India. Economics Land Use in India Indias economy today is a varied mix of small village farming, modern large-scale agriculture as well as modern industries. The service sector is also an incredibly large part of Indias economy as many foreign companies have  such places as call centers located in the country. In addition to the service sector, Indias largest industries are textiles, food processing, steel, cement, mining equipment, petroleum, chemicals and computer software. Indias agricultural products include rice, wheat, oilseed, cotton, tea, sugarcane, dairy products,  and livestock. Geography and Climate of India The geography of India is diverse and can be divided into three main regions. The first is the rugged, mountainous Himalayan region in the northern part of the country, while the second is called the Indo-Gangetic Plain. It is in this region that most of Indias large-scale agriculture takes place. The third geographic region in India is the plateau region in the southern and central portions of the country. India also has three major river systems which have large deltas that take over a large portion of the land. These are the Indus, Ganges and Brahmaputra rivers. Indias climate is also varied but is tropical in the south and mainly temperate in the north. The country also has a pronounced monsoon season from June to September in it southern portion. More Facts About India Indias people are 80% Hindu, 13% Muslim and 2% Christian. These divisions have historically caused tensions between different religious groups.Hindi and English are Indias official languages, but there are also 17 regional languages that are considered official.India has several cities that have undergone place name changes such as Bombay being renamed Mumbai. These changes were mainly done in an effort to return the city names to local dialects, as opposed to British translations. Sources: Central Intelligence Agency. (20 January 2011). CIA - The World Factbook - India. https://www.cia.gov/library/publications/the-world-factbook/geos/in.html. Infoplease.com. (n.d.). India: History, Geography, Government, and Culture - Infoplease.com.  infoplease.com/country/india.html. United States Department of State. (2009 November). India (11/09).  state.gov/r/pa/ei/bgn/3454.htm.

Theology Research Paper Example | Topics and Well Written Essays - 1000 words

Theology - Research Paper Example The more specific part of the bible that deals with historys first-ever power struggle can be found in Chapter 27. This is where the story gets interesting. In said chapter, the verses that gave in detail what actually happened are verses 1 to 45. With the connivance of his mother, Jacob fooled his father into giving him his blessings as a firstborn when he is not (although they are twins, Esau came out of the womb first and is considered the elder). No wonder that Jacobs story is often given the subtitle of â€Å"Jacob the Deceiver.† The story begins when Isaac was already very old and he feels he might die anytime. So before he goes, he summoned his elder son Esau to give him his blessings. In ancient Hebrews, getting the blessing is very important as the firstborn gets more land, cattle, cash and servants than the younger siblings. He is also supposed to received the promises God made to Isaacs father, Abraham. Mother Rebekah heard what was planned and maneuvered to have Jacob blessed instead by taking advantage of Isaacs failing eyesight. One lesson is that parents should not play favorites with their children as this will cause rifts and rivalries. The first dozen books of the Old Testament begin with the story of Creation and first humans as contained in the early chapters of Genesis. The remainder of Genesis covers four generations spanning from Abraham to Isaac to Jacob and finally to Jacobs twelve sons. The four books that follow it are Exodus, Leviticus, Numbers and Deuteronomy mostly deal with Moses and his travails. Up till the Age of Enlightenment (around the eighteenth century), this continuous narrative framework was considered historical and therefore largely accurate and what the Bible says is true in every detail (Coogan 22). New developments and discoveries in science, astronomy, biology, geology and discoveries of ancient texts from the Near

Obstructive sleep apnoea Essay Example | Topics and Well Written Essays - 2750 words

Obstructive sleep apnoea - Essay Example The conventional and popular treatment like CPAP, VPAP, and APAP along with development of new therapies and their respective operating mechanisms are explained. Lastly the widening future perspective is mentioned with special emphasis on the prevalence of the disease on the infants. 1. Introduction Obstructive sleep apnea is a pathological disorder generally found with cyclic upper airway obstruction with the narrowing of the respiratory passages during sleep. A general trend that follows with this disorder is that the majority people affected are overweight with higher deposits of fatty tissues in their respiratory passages with hyper normal size of soft palates and tongues (Obstructive Sleep Apnea, n.d.). Adverse consequences of this disorder are related with excessive daytime sleepiness, cognitive dysfunction, retarded work performance, anxiety, difficulties in personal relations, increased risk of fatal and non fatal automobile accidents leading to the loss of human life and hug e economical burden in the modern world. Thus the study of this disorder in its core is a necessity and synchronous analysis of this disorder is elucidated in the paper from problem identification to functional remedial measures. 1.1 Historical background Years after the World war, medical science saw new dimensions in the psychological treatments which included brain wave patterns and rapid eye movement (REM). During 1960s, several investigators participated in the explanatory and quantitative analysis of human and animal sleep with related changes in subsequent stages of development. Development revealed the phenomenal concept of duality of sleep which stated that sleep generally consisted of two distinct organismic states that is REM sleep and non-REM sleep. Fig.1 General Structure of sleep (Dement, 1998) Obstructive Sleep Apnoea (OSA) was first diagnosed in Europe in the year 1965 by two groups Gastant et al, Jung and Kuhlo. This disorder was named as the â€Å"Pickwickian synd rome† a decade earlier with the misattribution that the daytime somnolence is a cause hypercapnia (excess of carbon di oxide in the body) and it would have not unfurled transparently until Italian neurologist Elio Lugaresi became deeply engrossed in the study of the Obstructive Sleep Apnoea (OSA) and tracked down the problem with unparalleled zeal and set the platform for its further research (Dement, 1998). Throughout the 1970s the only effective treatment for acute OSA was chronic tracheostomy, which generated severe constraints and was regarded as a barrier to the expansion of the sleep medicine. The phase of 1980s ushered with the development of alternative method like Uvulopalatopharyngoplasty. In recent decade awareness has been greatly spread and facts reveal that OSA afflicts around 30 million people in USA and many millions around the globe. The disorder is found to vary among different age groups depending on the way of diagnosis of the disorder (Dement, 1998). 1.2 E pidemiology and Prevalence of apnea The fundamental features of OSA are generally featured by frequent instances of apnea and hypopnea while in slumber. In adults undiagnosed OSA is very common wide severity, cardiovascular and behavioral disorders. A need for better credit and management of severe and symptomatic OSA is highly necessary (Young et al, 2002). The prevalence of OSA has been estimated to vary in the range of 2 to 10 percent

Business Report Essay Example | Topics and Well Written Essays - 2000 words

Business Report - Essay Example Every organisation undertakes Corporate Social Responsibility (CSR) activities to serve the society it is working in. Barclays undertakes various CSR activities to educate the public about the different investment plans and also make them aware about the rules and regulations of the London Stock Exchange. Ethics of an organisation is defined as the general rules and regulations that are followed for the good conduct of the business. Barclay has its own well built ethics which make them different from the other organisations (Wetherly and Otter, 2008). The stakeholders play an important role in the organisation and it can be said that they are the one who are affected by the performance of the organisation. The stakeholders of Barclay are the employees and the investors who are investing in the organisation on the hope of getting good returns. The report also elaborates the current issues that are faced by Barclays which have led them into trouble. Development Barclays Plc is the Brit ish multinational financial provider which is headquartered in London, United Kingdom. It has its operation in retail, investment banking, wholesale, mortgage lending, credit cards and wealth management. The performance of the organisation is elaborated under the different heading which is given below. It is listed on the London Stock Exchange and is a constituent of FTSE 100 Index. It also has a secondary listing on the New York Stock Exchange. Business Environment Business does not exist in isolation it must operate in a complex and turbulent environment. Figure 1: Firm in its environment (Source: Worthington and Britton, 2009) The above figure shows that how the environmental factors are influencing the business organisation. The outputs of the organisation can get affected by the external environmental factors such as the political and the technological (Worthington and Britton, 2009). The business environment can further be divided into general environment and the contextual en vironment as given in the figure below. Figure 2 : Business Environment (Source: Worthington and Britton, 2009) The overall performance of Barclay was affected by the economic turmoil that took place in 2011. Though the capital and the liquidity position of the organisation are quite stable in 2011 the economic disturbances are felt in the organisation. In 2011, there was a revision in the forecast of the global GDP. This had a negative impact on Barclays as the customers were conservative and these made it difficult for the bank to raise the funds. This added a liquidity pressure on Barclays in 2012 (Foster, 2008). The changing rules and regulations by the government made it difficult for the organisation to raise funds from the customers as they did not want to take the risk of losing money. Changing nature of the business environment The business environment is changing every day whether it is political or economic or technological. The business concept is becoming more complex a nd difficult for the organisations (Lucas, 2000). Figure 3: Changing business environment From the above figure it can be said that from simple and safe business environment that the business used to face no longer existed and presently the organisations was confronting volatile business environ

Card Security For Republic Bank Customers

Card Security For Republic Bank Customers There is no doubt that most organisations today are becoming essentially dependant on the use of credit cards, arguably its most strategic asset, is to support existing business operations. However, credit card fraud and identity theft has continued to plague the banking and retail industries as there seems to be no feasible solution to these crimes. Advances in technology have opened a gateway for hackers to restructure their position of attack, intruding on ones personal life. The basis of this project is on the new Chip and PIN technology introduced on credit cards. Ive considered this to be an interesting topic because of the publicity this technology has been receiving across the world and it has even reached to our shores, here in Trinidad and Tobago. Hence, Republic Bank Limited one of the local banks would be the case studied in this research. Chapter two would encompass the existing literature on credit card history and Chip and PIN. This chapter would outline how credit cards have become smart cards and how the Chip and PIN cards are used. Chapter three gives the entire design of the project and the objectives to be obtained for the research. Moving to chapter four, the research framework adopted for this study on Chip and PIN and how it relates to the model undertaken in the research. The findings from this research would be summarized version of the data collected, with the analysis of the theory and research framework the author undertook in this study. In concluding, the author would report on the learning aspects of the research and provide an assessment of achievements, giving a position on the research question. Literature REVIEW This section is intended to place the scope of the project with literature surrounding the components of the research question. The Credit Card Transaction Process Discussed This payment mechanism was formally introduced in 1958, when the BankAmericard card, now known as Visa was franchised across the global community. By introducing an electronic authorization system, the BankAmericard was able to be used globally. Now by partnering with banks across the globe, Visa has been able to provide an international processing system for the exchange of money. The workings of a credit card transaction are such that it comprises of four main steps. These are: Authorization Batching Clearing Funding The cardholder requests a purchase from the merchant, which is then submitted to the acquirer by the merchant. The acquirer then sends a request to the issuer to authorize the transaction. Once the authorization code is sent to the acquirer verifying that credit is available, the transaction is authorized and the cardholder receives the product. (This is further explained in detail on page 9 of this document) This simple process of electronic transacting has opened up a world of e-commerce opportunities. From an information system perspective the processing workflow of an online credit card transaction is shown below: Figure 1: Online Credit Card Processing Workflow Diagram (Hubbard, 2003) Because of the vulnerabilities that lay in a transaction, more so the networks across which the information is exchanged, various security breaches can occur. Types of Credit Card Fraud There are many different types of credit card fraud. Fraudsters are very innovative in finding new ways of committing credit card crime and as technology changes so does their crime tactics. Security issues surrounding the card fraud has moved from the traditional ways of committing credit card crime (Application Fraud, Intercept Fraud and Lost/Stolen Card Fraud) to the modern techniques namely, Skimming, Site Cloning and most recently Triangulation. Skimming is the fastest growing type of credit card fraud around because of its simplicity. Pocket Skimming devices can be easily carried around and the cardholders data can be obtained by merely swiping the card through the battery-operated magnetic card reader. This technology has also evolved so as to read the data of Chip and PIN cards, with the use of a scanner. These scanners, which can write or even re-write the data on the Chip cards, are fully portable and have high storage capacities. Because some of these devices are not illegal, they are easily accessible to hackers and can be bought over the internet. Site Cloning involves cloning an entire site or just the pages where customers make purchases. Since the web pages are identical customers are not aware that their personal information is being compromised. Also, confirmation details are sent to the customer just as the official companys website would, so the crime goes undetected. The details entered on the cloned site are then used by the fraudster to commit credit card fraud. Another method of credit card fraud is Triangulation. Goods are presented on websites at discounted prices, which can be shipped to the customer before payment. Again, just as with site cloning, the site appears to be legitimate then the customer proceeds to enter their personal data. With this captured information the fraudster can then order goods from legitimate retail websites using the credit card number obtained. Due to these security issues surrounding credit card information security, there has been global industry-wide concern for the protection of cardholders data. Since security management is a systematic issue, a serious look at what can be done to prevent security breaches is necessary-whether it may be legislation, the use of fraud detection system monitors or the application of data encryption/ authentication techniques. Chip and PIN Technology Credit cards have been a feasible solution for making payment processing simple and efficient. The history of the credit card dates back to the 1900s when oil companies and proprietors created their own credit card as a means of obtaining customer loyalty and improving customer service. However, as with advances in technology, the credit cards have evolved from having just encoded magnetic stripes to modern day Chip and PIN cards, with embedded microchips, which can store and transmit data. These Chip and PIN cards were developed to provide an inter-operative system that would combat card fraud (counterfeit and plastic cards). This transaction processing infrastructure has enabled the cash-less revolution, whereby consumers, governments and businesses benefit from the electronic payment network, which has shifted payments by cash and cheques to an efficient electronic payment system. The mechanics of a credit card transaction is such that the merchant acquirer, usually the bank processes transactions on behalf of the merchant. This payment by credit card represents an offer for issuance of payment in exchange for the goods or services provided by the merchant, (Transaction Processing). There are two parts to this type of transaction processing: the first is front end processing which involves the capture of data messages across communication channels to the point of sale devices; and secondly the back end processing which involves the balancing of accounting information by acquirers and issuers and the submission of the payment to the acquiring merchants bank. As a result of the rapid advances in technology, data security continues to be a major concern as every transaction that involves the transmission data across networks is open to external attacks. Attacks on a consumers card information can come from any angle, whether it may be data thieves or network intruders. The Payment Card Industry Security Standards Council (PCI SSC), which comprises of major payment brands namely VISA, MasterCard, Discover and a few others, have created global compliance standards to protect cardholders data. These set of standards help govern and educate all merchants and organisations that process, store and transmit data, as well as the manufactures of the devices used in transaction processing. The PCI SSC (2010), Data Security Standard Quick Reference Guide, as summarized below, outlines the best practices for protecting cardholder data: Develop and Maintain a Secure Network Install and maintain firewall configuration to protect cardholders data. Do not use vendor-supplied defaults for system passwords or other security parameters. Protect cardholders data Protect stored data Encrypt transmission of cardholders data across open public networks Maintain a vulnerability management program Use and regularly update anti-virus software or programs Develop and maintain secure systems and applications Implement strong access control measures Restrict access to cardholder data by business need to know Assign a unique ID to persons with computer access Restrict physical access to cardholder data Regularly monitor and test networks Track and monitor all access to network resources and cardholder data Regularly test security systems and resources Maintain an information security policy Maintain a policy that address information security for all personnel Nevertheless, despite these procedures in place, there has been amplified instances of the various types of credit card fraud, namely Intercept Fraud, Skimming, Site Cloning as well as Triangulation. This propelled an industry and governmentà ¢Ã¢â€š ¬Ã¢â‚¬Å"led initiative in the UK to embark on the introduction of Chip and PIN card technology. Based on the EMV standard (Euro pay, MasterCard, Visa) Chip and PIN technology was launched in the UK on February 14th 2006. This programme was introduced to combat credit and debit card fraud, and to provide an ideal way of validating the cardholders identity. By utilizing smart card technology a microchip is embedded with the customers information which includes their unique four digit PIN. For transactions to be accepted, the customer PIN entered must match the one encoded on the microchip. These steps are further explained below: The card is inserted by the customer into the card reader. The card reader would then prompt the user to insert their PIN. A four-digit PIN is then entered by the customer. Once the reader accepts the PIN entered the transaction would be approved. Note the PIN entered is not displayed on the reader but rather represented by asterisks. The customer is issued a receipt as confirmation of the transaction process. This process removes the responsibility and accountability from the merchant to the customer for point of sale transactions. The card never leaves the customers hand and as such prevents skimming of ones card information. One of the benefits of the Chip and PIN cards is that the Chip itself is encrypted with a range of security features, which the transaction processing system uses to identify the cardholder. These security features are said to be virtually impossible to replicate. The terminals used for Chip and PIN transactions, use secure transmission technology to ensure the privacy of the cardholders data and can operate over a range of connectivity environments, such as wired, wireless and cellular networks. The PCI Security Standards Council also developed a framework of standards which is legally enforced through a merchant/service provider/card brand agreement. These include requirements that support the encryption of the cardholders account data and the point of sale terminal integration. Figure 2: Outline of the process of a Chip and PIN transaction The PIN entered replaces the request for signature as verification of the transaction. This is why the banking industry in the UK has campaigned for this technology, because signatures can be forged, however the PIN is unique to that person. Although the United States is yet to convert to this technology, countries such as Japan, China, Canada, Mexico as well as the majority of the European Countries have all introduced Chip and PIN technology and it is gaining momentum in various other countries including Trinidad and Tobago. Republic Bank Trinidad and Tobago Limited is the first local bank in Trinidad and Tobago to introduce Chip and PIN technology to make the concept of paying by credit card safer for cardholders. The bank adopted this type of technology because this is now an industry-wide conversion from the magnetic-stripe cards and it is also in keeping with the EMV standard. Conversely, a potential security issue with Chip and PIN card terminals is its capability of processing cards with the magnetic stripe as well. Because of this the request to enter the customers PIN can be bypassed by the merchant, with a receipt generated to be signed by the customer. Now because this option is still available it poses an added security threat to card transactions. So, unfortunately skimming still remains a huge problem for cardholders and sadly enough this includes Chip and PIN cardholders as well. Although this practice is slowly migrating from EMV compliant countries, once a card has been skimmed it can still be used in countries where the magnetic stripe is still prevalent, for example some Asian Countries and the United States. This is why many fraudsters can still create a fake card with stolen magnetic stripe information which can be used in for example the United States. The United States believes that although Chip and PIN has reduced fraud for face to face card transactions, there are a still a number of issues surrounding the security of the system used for this these transactions. Now as with any new system introduced, there have been a number of studies on whether Chip and PIN cards are really secure. So the question is has Chip and PIN technology impacted on the activities of overall card fraud or has the activities of fraudsters shifted from retail crime. In a study by Emily Finch (2010) The Impact of Chip and Pin Technology and The Activities of Fraudsters, it was recognised that since the implementation of Chip and PIN technology participants involved in card fraud made varying decisions when it came to their crime of choice. The Decision to Desist The Decision to Continue To work with others Shift to Distance Transactions Diversification of Theft into Identity The study also shows that there is a shift in the attack strategy of fraudsters from point of sale card fraud to Internet and Card Identity Fraud. In an analysis of Internet and Card Identity Fraud, we can note that Chip and PIN technology was not designed for preventing these types of card fraud. So, the question remains, was Chip and PIN successful at what it was set out to achievereduce card fraud? This too can be argued further as there are other limitations. How can one link a particular card to a specific owner? Once the PIN is known by the individual a transaction can be completed with ease. Other studies have shown that the card readers used for Chip and PIN transactions can be modified. In a study by a team of University of Cambridge Computer Scientists, they have uncovered a series of fatal flaws in the Chip and PIN system. One example is where the internal hardware can be replaced without external evidence of this. This new terminal could then be programmed and modified so that it performs just as a typical terminal, where the card details can be collected and allow criminals to make cards with a fake magnetic stripe, which along with the PIN would enable a fraudster to make valid purchases. Another example is that fraudsters can insert an electronic wedge between the stolen card and the terminal, which tricks the terminal into believing that the PIN was correctly verified. Further, with this wedge inserted, any PIN can be entered and the transaction would be verified. This type of fraud makes it difficult for the victims of the attack to be refunded by the bank as the receipt given is authentic and would state verified by PIN. The bank in turn would be accurate in stating that no refund is required as their records show verified by PIN. This type of complaint appears as an act of negligence by the cardholder as he/she allowed their PIN to be compromised. So based on this study the point of sale attacks are much more prevalent, since before the introduction of Chip and PIN cards, consumers only entered their PIN at ATMs. Now with the introduction of Chip and PIN, consumers are using their cards at various other public areas. To combat the compromising of the consumers PIN a shield over the keypad has been used as added security but in many public areas there are video cameras and a persons PIN can still be captured on footage. So, although the UK banking industry has claimed to have rolled out this new technology successfully in 2006, there seems to be some negative aspects of this technology. The architecture surrounding Chip and PIN technology is questionable and the onus is on the banking industry to ensure that cardholders information is protected. Additionally, it also seems that Chip and PIN terminals offer no difference to what the magnetic stripe terminals offered. These terminals can be tampered with, which is a clear indication that there needs to be accurate configuration of these terminals so as to secure the cardholders data when transmitting transactions and that is not vulnerable to incident of attack. So the intent of Chip and PIN technology has more so opened a new marketplace for fraudsters than prevent/reduce fraudulent activity. PROJECT DESIGN, OBJECTIVES AND RESEARCH METHODS The scope of this project is to outline the features of Chip and PIN technology and whether its implementation thus far has been beneficial. This section of the project would provide the methods involved in achieving the data for the project as well as the results based on the data collected. The chosen approach to this design is online research (journals/scholarly articles) along with a case study on the implementation of Chip and PIN technology in Trinidad and Tobago, with the case being Republic Bank Limited. Objective 1 A good foundation for this objective would be the interpretation of the credit cards history. How has this cash-less mechanism moved from a local innovation to a global payment mechanism by use of digital communication across networks? In gaining a clear understanding on the reason for the implementation of this technology, a wealth of research would be conducted on credit card technology and digital security. Objective 2 A holistic understanding on the basis of credit card fraud and the types of fraudulent activities and the steps taken to prevent credit card crime. What technologies have been implemented and the effects/benefits drawn from these approaches. Objective 3 Expanding from objective two also discussed would be whether or not since the introduction of Chip and PIN technology in the UK, has there been a cascading effect of this new technology across countries. Analysing the increasing number of fraudulent activities reported from statistics, which compelled the global banking industry to find a seamless solution for the protection of cardholders data. Objective 4 An assessment on the introduction of Chip and PIN technology by Republic Bank Limited, which would include sourcing information on its implementation and the benefits derived. Further research would be on the acceptance (or non-acceptance) of the technology by customers. Objective 5 Lastly, from the feedback received from the interview conducted and by analysing the incidents of attack on Republic Bank credit cardholders, what was the determining factor in the bank aligning themselves with the UK standards set by EMV? CONCEPTUAL FRAMEWORK In identifying the framework to be adopted that can be referenced to the literature in this research, the author considered the Delone and Mc Lean IS Success Model. Using this model, the author would explain the net benefits of adopting Chip and PIN technology, relating it to Republic Banks implementation of this technology. DeLeone and McLean IS Success Model In evaluating the success of Information Systems, the DM IS Success Model, systems quality measures the technical success, information quality measures semantic success and organisational impacts and user satisfaction measures the effectiveness of the system. The processes in the model are inter-connected by links, across the dimensions of the system. Figure 3: Depiction of the Updated Information Systems Success Model (DeLeone McLean 2002, 2003) The updated DM Model interprets the evaluation of a system in terms of the information, system, and service qualities and how these characteristics attribute to user satisfaction. As a result of using the system, certain benefits will be achieved and the net benefits will in turn (positively or negatively) influence user satisfaction and the further use of the information system. So, therefore three basic components make up this model, the creation of a system, its use and the consequences of its use. Case study as it relates to the ISS model. Republic Bank has been providing banking and financial solutions to individuals and businesses for over 160 years. Their mission is not only to provide efficient and competitively priced services but also to implement sound policies which will be beneficial to their customers. These factors presented provide clarity and influences the net benefits of the implemented Chip and PIN system at Republic Bank thus far. By use of the ISS model to map the research done in this project, the author would complete a step by step relay of the framework discussing the implementation of Chip and PIN by Republic Bank. Information Quality-Information quality refers to the accuracy/protection of the content of the data in transacting. How secure is the personalized data being transmitted across networks. When a customer presents their card to make a purchase, are they confident that their card information is protected because of the added security enabled on this card. System Quality-The system quality refers to the reliability of the network and the response time in transacting, notwithstanding the approved devices that accept personal identification numbers for all PIN based entries (the ease of use of the system functionalities). Therefore in rolling out this new technology the bank along with their partner merchants would train staff so that they are familiar with the best practice guidelines when using Chip and PIN. Service Quality-This refers to the back-end support systems that assist in usage of the technology. How reliable are Republic Banks servers and IP networks? User Satisfaction- This encompasses measuring the users entire experience-the purchase payment, receipt and service (the ease of purchasing without the fear of being a victim of fraudulent activity). Net Benefits -This is the most important success measure and it encapsulates the cost savings and the decrease in the value of fraudulent transactions arising from stolen credit card data. Was the implementation of this technology beneficial in reducing the incidents of card fraud? Are Republic Bank cardholders satisfied that their bank is on par with global industry changes? The focus of this success model lies in determining the impact the features of technology (information, system, and service quality) have on the variables user satisfaction, use, and net benefits. The main objective for using this ISS model is to establish the ultimate benefits derived from the use of information system both in individual and organizational terms. FINDINGS This chapter will illustrate the findings from the questionnaires submitted to a sample of the Republic Banks credit card customers as well as a formal interview conducted with an employee of Republic Bank Credit Card Centre. The aim of the chapter is to source an awareness of the topic area Chip and PIN by cardholders and the personnel interviewed. Primary Data Collection For the basis of the findings of this research the author conducted a formal interview with a middle management employee at Republic Bank and also distributed questionnaires to a sample of the banks credit card customers. A summarized version of the responses from the interview is represented in this chapter, based on the interviewees knowledge. The questionnaires distributed were mostly closed questions so as to deliberately avoid open-ended respondent answers. Approximately 120 questionnaires were distributed to Republic Bank Customers. Only the answers to the key questions are represented in this chapter. Summarized responses from the interview This interview was conducted with the Supervisor, Card Services, which prove to be very insightful. The Supervisor spoke about the banks vision for their credit card market, and how they plan to continuously innovate so as to maintain their customer base and attract new profitable customers. Since the credit card industry is a highly competitive one, the bank is constantly reviewing their interest rates and looking for new ways to give customer returns from the use of their credit card. Due to his long tenure at the bank and having the customer service background, the supervisor was able to give insight on what infuriates a credit card customer. He explained that customers become frustrated when they see added charges and puffed up late fees placed by the bank on their card statements. In view of the fact that most customers do not read the fine print when completing a credit card application, they are not totally aware of all the charges that can arise from delinquent payments. He f urther added that although queries like this can be explained by representatives at the bank who can provide valued solutions to the cardholders problem, the most infuriating of all queries from customers are unexplainable purchases on their account. At Republic Bank, fraudulent activity on a card can be detected from the use of their state-of-the-art security systems and their experienced fraud expert team that are in place to monitor and detect any unusual activity on a customers credit cards, but even with these measures in place, fraud can occur. The supervisor expressed that by implementing Chip and PIN technology for credit cards, the bank was able to be a step ahead of the competition and most importantly the card criminals. He also stated that although credit card fraud is not as prevalent in Trinidad and Tobago as in the developed countries, continuous education in counteracting fraudulent activities for their customer base is an effective method of addressing credit card fraud. He explained that Republic Bank has not had many eye-opening occurrences of notified credit card fraud but they believe that Chip and PIN technology is an innovative solution to the likelihood of this problem. He was also truthful in expressing that this technology is still new to the industry and all merchants have yet to convert to Chip and PIN enabled machines, therefore there is a window of opportunity for fraud until merchants are mandated to have these Chip and PIN enabled machines. He used the term mandate, because eventually all Republic Bank debit cards would also be chip enabled. In summing up the interview the author probed the supervisor on the banks position on the studies done by the University of Cambridge team on Chip and PIN technology and the tested flaws of the system. His response was quite interesting, because it ventured into a thought-provoking discussion on research. He lamented that the sphere of research done on any topic would result in the researcher seeking out the positive and negative aspects of it. How the data is interpreted, reflects the real value of the research done. Questionnaire Findings Question 5: How often and where do you frequently use your credit card to make purchases? Aim: To assess how often the average Republic Bank cardholder uses their credit card. Findings: Most Republic Cardholders in this study used their credit card regularly, at least five times per month. Credit Cards are used for purchases at the supermarket, restaurant and retail clothing stores. Question 6: Has your credit card information ever been compromised? If yes provide details. Aim: To determine the number of incidents of attack on Republic Bank credit card holders. Findings: Less than 50% of the respondents have never had their credit card data compromised. Question 7: Do you understand the workings of Chip and PIN technology introduced to Republic Bank credit cardholders and the value to be derived from using this technology? Aim: To determine the extent of the customers perception of this technologys value and how the card is used. Findings: Although some customers are guarded about the use of their credit cards, most of the respondents are confident in the service that Republic Bank provides and believes that implementing Chip and PIN gives them that added security against fraudulent activities, especially those customers that frequently travel abroad. Question 8: How do you think by using Chip and PIN cards for making payments will make it easier in transacting? Aim: To establish the efficiencies in the use of Chip and PIN cards, on the time taken to complete a transaction. Findings: Many customers applaud this technology as it reduces the time taken at the cash register when making purchases. It is simple, easy and convenient and most customers are truly happy as there is no need to write their signature. For this reason they find the system most efficient as it prevents their signature from the likelihood of being forged. ANALYSIS The main objective for the research completed on this topic, was to show how and to what extent the adoption of Chip and PIN technology has improved credit card security for Republic Bank cardholders. At a glance, before Chip and PIN technology was introduced in the UK, there was nation-wide educational literature on the benefits of the technology for banks, merchants and most importantly, the customers. However, it seems that this programme led by EMV, created more enthusiasm in the build-up to its implementation rather than the actual usage of the system. From the research, the mounting negative features of the technology and use of the system is outweighed the decreasing positive ones. It seems that the card theft criminals were focused on a solution to obstruct the successful use of the technology before the intention to use. The question remains, which facet of credit card fraud has Chip and PIN really reduced? The research show that for point of sale transactions Chip and PIN has been useful in the prevention of skimming ones card information, however the fraudsters have found alternative ways to improve on that tactic. Chip and PIN technology can only be used à ¢Ã¢â€š ¬Ã…“successfullyà ¢Ã¢â€š ¬? for point of sale transactions and not online transactions, so fraudsters have modified their techniques as with the modifications of the technology. Based on the research framework adopted, Republic Bank has measured their net benefits of adopting the Chip and PIN technology by encircling the information, service and system qualities to deliver user satisfaction and usage of the system with this technology. The success of any information system is multi-dimensional and the relationships among the constructs relate to the comprehensive evaluation of the system. The variable dependent on these constructs are the net benefits of this system, and for whom? This local company has app Card Security For Republic Bank Customers Card Security For Republic Bank Customers There is no doubt that most organisations today are becoming essentially dependant on the use of credit cards, arguably its most strategic asset, is to support existing business operations. However, credit card fraud and identity theft has continued to plague the banking and retail industries as there seems to be no feasible solution to these crimes. Advances in technology have opened a gateway for hackers to restructure their position of attack, intruding on ones personal life. The basis of this project is on the new Chip and PIN technology introduced on credit cards. Ive considered this to be an interesting topic because of the publicity this technology has been receiving across the world and it has even reached to our shores, here in Trinidad and Tobago. Hence, Republic Bank Limited one of the local banks would be the case studied in this research. Chapter two would encompass the existing literature on credit card history and Chip and PIN. This chapter would outline how credit cards have become smart cards and how the Chip and PIN cards are used. Chapter three gives the entire design of the project and the objectives to be obtained for the research. Moving to chapter four, the research framework adopted for this study on Chip and PIN and how it relates to the model undertaken in the research. The findings from this research would be summarized version of the data collected, with the analysis of the theory and research framework the author undertook in this study. In concluding, the author would report on the learning aspects of the research and provide an assessment of achievements, giving a position on the research question. Literature REVIEW This section is intended to place the scope of the project with literature surrounding the components of the research question. The Credit Card Transaction Process Discussed This payment mechanism was formally introduced in 1958, when the BankAmericard card, now known as Visa was franchised across the global community. By introducing an electronic authorization system, the BankAmericard was able to be used globally. Now by partnering with banks across the globe, Visa has been able to provide an international processing system for the exchange of money. The workings of a credit card transaction are such that it comprises of four main steps. These are: Authorization Batching Clearing Funding The cardholder requests a purchase from the merchant, which is then submitted to the acquirer by the merchant. The acquirer then sends a request to the issuer to authorize the transaction. Once the authorization code is sent to the acquirer verifying that credit is available, the transaction is authorized and the cardholder receives the product. (This is further explained in detail on page 9 of this document) This simple process of electronic transacting has opened up a world of e-commerce opportunities. From an information system perspective the processing workflow of an online credit card transaction is shown below: Figure 1: Online Credit Card Processing Workflow Diagram (Hubbard, 2003) Because of the vulnerabilities that lay in a transaction, more so the networks across which the information is exchanged, various security breaches can occur. Types of Credit Card Fraud There are many different types of credit card fraud. Fraudsters are very innovative in finding new ways of committing credit card crime and as technology changes so does their crime tactics. Security issues surrounding the card fraud has moved from the traditional ways of committing credit card crime (Application Fraud, Intercept Fraud and Lost/Stolen Card Fraud) to the modern techniques namely, Skimming, Site Cloning and most recently Triangulation. Skimming is the fastest growing type of credit card fraud around because of its simplicity. Pocket Skimming devices can be easily carried around and the cardholders data can be obtained by merely swiping the card through the battery-operated magnetic card reader. This technology has also evolved so as to read the data of Chip and PIN cards, with the use of a scanner. These scanners, which can write or even re-write the data on the Chip cards, are fully portable and have high storage capacities. Because some of these devices are not illegal, they are easily accessible to hackers and can be bought over the internet. Site Cloning involves cloning an entire site or just the pages where customers make purchases. Since the web pages are identical customers are not aware that their personal information is being compromised. Also, confirmation details are sent to the customer just as the official companys website would, so the crime goes undetected. The details entered on the cloned site are then used by the fraudster to commit credit card fraud. Another method of credit card fraud is Triangulation. Goods are presented on websites at discounted prices, which can be shipped to the customer before payment. Again, just as with site cloning, the site appears to be legitimate then the customer proceeds to enter their personal data. With this captured information the fraudster can then order goods from legitimate retail websites using the credit card number obtained. Due to these security issues surrounding credit card information security, there has been global industry-wide concern for the protection of cardholders data. Since security management is a systematic issue, a serious look at what can be done to prevent security breaches is necessary-whether it may be legislation, the use of fraud detection system monitors or the application of data encryption/ authentication techniques. Chip and PIN Technology Credit cards have been a feasible solution for making payment processing simple and efficient. The history of the credit card dates back to the 1900s when oil companies and proprietors created their own credit card as a means of obtaining customer loyalty and improving customer service. However, as with advances in technology, the credit cards have evolved from having just encoded magnetic stripes to modern day Chip and PIN cards, with embedded microchips, which can store and transmit data. These Chip and PIN cards were developed to provide an inter-operative system that would combat card fraud (counterfeit and plastic cards). This transaction processing infrastructure has enabled the cash-less revolution, whereby consumers, governments and businesses benefit from the electronic payment network, which has shifted payments by cash and cheques to an efficient electronic payment system. The mechanics of a credit card transaction is such that the merchant acquirer, usually the bank processes transactions on behalf of the merchant. This payment by credit card represents an offer for issuance of payment in exchange for the goods or services provided by the merchant, (Transaction Processing). There are two parts to this type of transaction processing: the first is front end processing which involves the capture of data messages across communication channels to the point of sale devices; and secondly the back end processing which involves the balancing of accounting information by acquirers and issuers and the submission of the payment to the acquiring merchants bank. As a result of the rapid advances in technology, data security continues to be a major concern as every transaction that involves the transmission data across networks is open to external attacks. Attacks on a consumers card information can come from any angle, whether it may be data thieves or network intruders. The Payment Card Industry Security Standards Council (PCI SSC), which comprises of major payment brands namely VISA, MasterCard, Discover and a few others, have created global compliance standards to protect cardholders data. These set of standards help govern and educate all merchants and organisations that process, store and transmit data, as well as the manufactures of the devices used in transaction processing. The PCI SSC (2010), Data Security Standard Quick Reference Guide, as summarized below, outlines the best practices for protecting cardholder data: Develop and Maintain a Secure Network Install and maintain firewall configuration to protect cardholders data. Do not use vendor-supplied defaults for system passwords or other security parameters. Protect cardholders data Protect stored data Encrypt transmission of cardholders data across open public networks Maintain a vulnerability management program Use and regularly update anti-virus software or programs Develop and maintain secure systems and applications Implement strong access control measures Restrict access to cardholder data by business need to know Assign a unique ID to persons with computer access Restrict physical access to cardholder data Regularly monitor and test networks Track and monitor all access to network resources and cardholder data Regularly test security systems and resources Maintain an information security policy Maintain a policy that address information security for all personnel Nevertheless, despite these procedures in place, there has been amplified instances of the various types of credit card fraud, namely Intercept Fraud, Skimming, Site Cloning as well as Triangulation. This propelled an industry and governmentà ¢Ã¢â€š ¬Ã¢â‚¬Å"led initiative in the UK to embark on the introduction of Chip and PIN card technology. Based on the EMV standard (Euro pay, MasterCard, Visa) Chip and PIN technology was launched in the UK on February 14th 2006. This programme was introduced to combat credit and debit card fraud, and to provide an ideal way of validating the cardholders identity. By utilizing smart card technology a microchip is embedded with the customers information which includes their unique four digit PIN. For transactions to be accepted, the customer PIN entered must match the one encoded on the microchip. These steps are further explained below: The card is inserted by the customer into the card reader. The card reader would then prompt the user to insert their PIN. A four-digit PIN is then entered by the customer. Once the reader accepts the PIN entered the transaction would be approved. Note the PIN entered is not displayed on the reader but rather represented by asterisks. The customer is issued a receipt as confirmation of the transaction process. This process removes the responsibility and accountability from the merchant to the customer for point of sale transactions. The card never leaves the customers hand and as such prevents skimming of ones card information. One of the benefits of the Chip and PIN cards is that the Chip itself is encrypted with a range of security features, which the transaction processing system uses to identify the cardholder. These security features are said to be virtually impossible to replicate. The terminals used for Chip and PIN transactions, use secure transmission technology to ensure the privacy of the cardholders data and can operate over a range of connectivity environments, such as wired, wireless and cellular networks. The PCI Security Standards Council also developed a framework of standards which is legally enforced through a merchant/service provider/card brand agreement. These include requirements that support the encryption of the cardholders account data and the point of sale terminal integration. Figure 2: Outline of the process of a Chip and PIN transaction The PIN entered replaces the request for signature as verification of the transaction. This is why the banking industry in the UK has campaigned for this technology, because signatures can be forged, however the PIN is unique to that person. Although the United States is yet to convert to this technology, countries such as Japan, China, Canada, Mexico as well as the majority of the European Countries have all introduced Chip and PIN technology and it is gaining momentum in various other countries including Trinidad and Tobago. Republic Bank Trinidad and Tobago Limited is the first local bank in Trinidad and Tobago to introduce Chip and PIN technology to make the concept of paying by credit card safer for cardholders. The bank adopted this type of technology because this is now an industry-wide conversion from the magnetic-stripe cards and it is also in keeping with the EMV standard. Conversely, a potential security issue with Chip and PIN card terminals is its capability of processing cards with the magnetic stripe as well. Because of this the request to enter the customers PIN can be bypassed by the merchant, with a receipt generated to be signed by the customer. Now because this option is still available it poses an added security threat to card transactions. So, unfortunately skimming still remains a huge problem for cardholders and sadly enough this includes Chip and PIN cardholders as well. Although this practice is slowly migrating from EMV compliant countries, once a card has been skimmed it can still be used in countries where the magnetic stripe is still prevalent, for example some Asian Countries and the United States. This is why many fraudsters can still create a fake card with stolen magnetic stripe information which can be used in for example the United States. The United States believes that although Chip and PIN has reduced fraud for face to face card transactions, there are a still a number of issues surrounding the security of the system used for this these transactions. Now as with any new system introduced, there have been a number of studies on whether Chip and PIN cards are really secure. So the question is has Chip and PIN technology impacted on the activities of overall card fraud or has the activities of fraudsters shifted from retail crime. In a study by Emily Finch (2010) The Impact of Chip and Pin Technology and The Activities of Fraudsters, it was recognised that since the implementation of Chip and PIN technology participants involved in card fraud made varying decisions when it came to their crime of choice. The Decision to Desist The Decision to Continue To work with others Shift to Distance Transactions Diversification of Theft into Identity The study also shows that there is a shift in the attack strategy of fraudsters from point of sale card fraud to Internet and Card Identity Fraud. In an analysis of Internet and Card Identity Fraud, we can note that Chip and PIN technology was not designed for preventing these types of card fraud. So, the question remains, was Chip and PIN successful at what it was set out to achievereduce card fraud? This too can be argued further as there are other limitations. How can one link a particular card to a specific owner? Once the PIN is known by the individual a transaction can be completed with ease. Other studies have shown that the card readers used for Chip and PIN transactions can be modified. In a study by a team of University of Cambridge Computer Scientists, they have uncovered a series of fatal flaws in the Chip and PIN system. One example is where the internal hardware can be replaced without external evidence of this. This new terminal could then be programmed and modified so that it performs just as a typical terminal, where the card details can be collected and allow criminals to make cards with a fake magnetic stripe, which along with the PIN would enable a fraudster to make valid purchases. Another example is that fraudsters can insert an electronic wedge between the stolen card and the terminal, which tricks the terminal into believing that the PIN was correctly verified. Further, with this wedge inserted, any PIN can be entered and the transaction would be verified. This type of fraud makes it difficult for the victims of the attack to be refunded by the bank as the receipt given is authentic and would state verified by PIN. The bank in turn would be accurate in stating that no refund is required as their records show verified by PIN. This type of complaint appears as an act of negligence by the cardholder as he/she allowed their PIN to be compromised. So based on this study the point of sale attacks are much more prevalent, since before the introduction of Chip and PIN cards, consumers only entered their PIN at ATMs. Now with the introduction of Chip and PIN, consumers are using their cards at various other public areas. To combat the compromising of the consumers PIN a shield over the keypad has been used as added security but in many public areas there are video cameras and a persons PIN can still be captured on footage. So, although the UK banking industry has claimed to have rolled out this new technology successfully in 2006, there seems to be some negative aspects of this technology. The architecture surrounding Chip and PIN technology is questionable and the onus is on the banking industry to ensure that cardholders information is protected. Additionally, it also seems that Chip and PIN terminals offer no difference to what the magnetic stripe terminals offered. These terminals can be tampered with, which is a clear indication that there needs to be accurate configuration of these terminals so as to secure the cardholders data when transmitting transactions and that is not vulnerable to incident of attack. So the intent of Chip and PIN technology has more so opened a new marketplace for fraudsters than prevent/reduce fraudulent activity. PROJECT DESIGN, OBJECTIVES AND RESEARCH METHODS The scope of this project is to outline the features of Chip and PIN technology and whether its implementation thus far has been beneficial. This section of the project would provide the methods involved in achieving the data for the project as well as the results based on the data collected. The chosen approach to this design is online research (journals/scholarly articles) along with a case study on the implementation of Chip and PIN technology in Trinidad and Tobago, with the case being Republic Bank Limited. Objective 1 A good foundation for this objective would be the interpretation of the credit cards history. How has this cash-less mechanism moved from a local innovation to a global payment mechanism by use of digital communication across networks? In gaining a clear understanding on the reason for the implementation of this technology, a wealth of research would be conducted on credit card technology and digital security. Objective 2 A holistic understanding on the basis of credit card fraud and the types of fraudulent activities and the steps taken to prevent credit card crime. What technologies have been implemented and the effects/benefits drawn from these approaches. Objective 3 Expanding from objective two also discussed would be whether or not since the introduction of Chip and PIN technology in the UK, has there been a cascading effect of this new technology across countries. Analysing the increasing number of fraudulent activities reported from statistics, which compelled the global banking industry to find a seamless solution for the protection of cardholders data. Objective 4 An assessment on the introduction of Chip and PIN technology by Republic Bank Limited, which would include sourcing information on its implementation and the benefits derived. Further research would be on the acceptance (or non-acceptance) of the technology by customers. Objective 5 Lastly, from the feedback received from the interview conducted and by analysing the incidents of attack on Republic Bank credit cardholders, what was the determining factor in the bank aligning themselves with the UK standards set by EMV? CONCEPTUAL FRAMEWORK In identifying the framework to be adopted that can be referenced to the literature in this research, the author considered the Delone and Mc Lean IS Success Model. Using this model, the author would explain the net benefits of adopting Chip and PIN technology, relating it to Republic Banks implementation of this technology. DeLeone and McLean IS Success Model In evaluating the success of Information Systems, the DM IS Success Model, systems quality measures the technical success, information quality measures semantic success and organisational impacts and user satisfaction measures the effectiveness of the system. The processes in the model are inter-connected by links, across the dimensions of the system. Figure 3: Depiction of the Updated Information Systems Success Model (DeLeone McLean 2002, 2003) The updated DM Model interprets the evaluation of a system in terms of the information, system, and service qualities and how these characteristics attribute to user satisfaction. As a result of using the system, certain benefits will be achieved and the net benefits will in turn (positively or negatively) influence user satisfaction and the further use of the information system. So, therefore three basic components make up this model, the creation of a system, its use and the consequences of its use. Case study as it relates to the ISS model. Republic Bank has been providing banking and financial solutions to individuals and businesses for over 160 years. Their mission is not only to provide efficient and competitively priced services but also to implement sound policies which will be beneficial to their customers. These factors presented provide clarity and influences the net benefits of the implemented Chip and PIN system at Republic Bank thus far. By use of the ISS model to map the research done in this project, the author would complete a step by step relay of the framework discussing the implementation of Chip and PIN by Republic Bank. Information Quality-Information quality refers to the accuracy/protection of the content of the data in transacting. How secure is the personalized data being transmitted across networks. When a customer presents their card to make a purchase, are they confident that their card information is protected because of the added security enabled on this card. System Quality-The system quality refers to the reliability of the network and the response time in transacting, notwithstanding the approved devices that accept personal identification numbers for all PIN based entries (the ease of use of the system functionalities). Therefore in rolling out this new technology the bank along with their partner merchants would train staff so that they are familiar with the best practice guidelines when using Chip and PIN. Service Quality-This refers to the back-end support systems that assist in usage of the technology. How reliable are Republic Banks servers and IP networks? User Satisfaction- This encompasses measuring the users entire experience-the purchase payment, receipt and service (the ease of purchasing without the fear of being a victim of fraudulent activity). Net Benefits -This is the most important success measure and it encapsulates the cost savings and the decrease in the value of fraudulent transactions arising from stolen credit card data. Was the implementation of this technology beneficial in reducing the incidents of card fraud? Are Republic Bank cardholders satisfied that their bank is on par with global industry changes? The focus of this success model lies in determining the impact the features of technology (information, system, and service quality) have on the variables user satisfaction, use, and net benefits. The main objective for using this ISS model is to establish the ultimate benefits derived from the use of information system both in individual and organizational terms. FINDINGS This chapter will illustrate the findings from the questionnaires submitted to a sample of the Republic Banks credit card customers as well as a formal interview conducted with an employee of Republic Bank Credit Card Centre. The aim of the chapter is to source an awareness of the topic area Chip and PIN by cardholders and the personnel interviewed. Primary Data Collection For the basis of the findings of this research the author conducted a formal interview with a middle management employee at Republic Bank and also distributed questionnaires to a sample of the banks credit card customers. A summarized version of the responses from the interview is represented in this chapter, based on the interviewees knowledge. The questionnaires distributed were mostly closed questions so as to deliberately avoid open-ended respondent answers. Approximately 120 questionnaires were distributed to Republic Bank Customers. Only the answers to the key questions are represented in this chapter. Summarized responses from the interview This interview was conducted with the Supervisor, Card Services, which prove to be very insightful. The Supervisor spoke about the banks vision for their credit card market, and how they plan to continuously innovate so as to maintain their customer base and attract new profitable customers. Since the credit card industry is a highly competitive one, the bank is constantly reviewing their interest rates and looking for new ways to give customer returns from the use of their credit card. Due to his long tenure at the bank and having the customer service background, the supervisor was able to give insight on what infuriates a credit card customer. He explained that customers become frustrated when they see added charges and puffed up late fees placed by the bank on their card statements. In view of the fact that most customers do not read the fine print when completing a credit card application, they are not totally aware of all the charges that can arise from delinquent payments. He f urther added that although queries like this can be explained by representatives at the bank who can provide valued solutions to the cardholders problem, the most infuriating of all queries from customers are unexplainable purchases on their account. At Republic Bank, fraudulent activity on a card can be detected from the use of their state-of-the-art security systems and their experienced fraud expert team that are in place to monitor and detect any unusual activity on a customers credit cards, but even with these measures in place, fraud can occur. The supervisor expressed that by implementing Chip and PIN technology for credit cards, the bank was able to be a step ahead of the competition and most importantly the card criminals. He also stated that although credit card fraud is not as prevalent in Trinidad and Tobago as in the developed countries, continuous education in counteracting fraudulent activities for their customer base is an effective method of addressing credit card fraud. He explained that Republic Bank has not had many eye-opening occurrences of notified credit card fraud but they believe that Chip and PIN technology is an innovative solution to the likelihood of this problem. He was also truthful in expressing that this technology is still new to the industry and all merchants have yet to convert to Chip and PIN enabled machines, therefore there is a window of opportunity for fraud until merchants are mandated to have these Chip and PIN enabled machines. He used the term mandate, because eventually all Republic Bank debit cards would also be chip enabled. In summing up the interview the author probed the supervisor on the banks position on the studies done by the University of Cambridge team on Chip and PIN technology and the tested flaws of the system. His response was quite interesting, because it ventured into a thought-provoking discussion on research. He lamented that the sphere of research done on any topic would result in the researcher seeking out the positive and negative aspects of it. How the data is interpreted, reflects the real value of the research done. Questionnaire Findings Question 5: How often and where do you frequently use your credit card to make purchases? Aim: To assess how often the average Republic Bank cardholder uses their credit card. Findings: Most Republic Cardholders in this study used their credit card regularly, at least five times per month. Credit Cards are used for purchases at the supermarket, restaurant and retail clothing stores. Question 6: Has your credit card information ever been compromised? If yes provide details. Aim: To determine the number of incidents of attack on Republic Bank credit card holders. Findings: Less than 50% of the respondents have never had their credit card data compromised. Question 7: Do you understand the workings of Chip and PIN technology introduced to Republic Bank credit cardholders and the value to be derived from using this technology? Aim: To determine the extent of the customers perception of this technologys value and how the card is used. Findings: Although some customers are guarded about the use of their credit cards, most of the respondents are confident in the service that Republic Bank provides and believes that implementing Chip and PIN gives them that added security against fraudulent activities, especially those customers that frequently travel abroad. Question 8: How do you think by using Chip and PIN cards for making payments will make it easier in transacting? Aim: To establish the efficiencies in the use of Chip and PIN cards, on the time taken to complete a transaction. Findings: Many customers applaud this technology as it reduces the time taken at the cash register when making purchases. It is simple, easy and convenient and most customers are truly happy as there is no need to write their signature. For this reason they find the system most efficient as it prevents their signature from the likelihood of being forged. ANALYSIS The main objective for the research completed on this topic, was to show how and to what extent the adoption of Chip and PIN technology has improved credit card security for Republic Bank cardholders. At a glance, before Chip and PIN technology was introduced in the UK, there was nation-wide educational literature on the benefits of the technology for banks, merchants and most importantly, the customers. However, it seems that this programme led by EMV, created more enthusiasm in the build-up to its implementation rather than the actual usage of the system. From the research, the mounting negative features of the technology and use of the system is outweighed the decreasing positive ones. It seems that the card theft criminals were focused on a solution to obstruct the successful use of the technology before the intention to use. The question remains, which facet of credit card fraud has Chip and PIN really reduced? The research show that for point of sale transactions Chip and PIN has been useful in the prevention of skimming ones card information, however the fraudsters have found alternative ways to improve on that tactic. Chip and PIN technology can only be used à ¢Ã¢â€š ¬Ã…“successfullyà ¢Ã¢â€š ¬? for point of sale transactions and not online transactions, so fraudsters have modified their techniques as with the modifications of the technology. Based on the research framework adopted, Republic Bank has measured their net benefits of adopting the Chip and PIN technology by encircling the information, service and system qualities to deliver user satisfaction and usage of the system with this technology. The success of any information system is multi-dimensional and the relationships among the constructs relate to the comprehensive evaluation of the system. The variable dependent on these constructs are the net benefits of this system, and for whom? This local company has app