What Is The Theme Of The Necklace By Guy De Maupassant

The Necklace†, by Guy de Maupassant First published in French in 1884, is a fabulous short story about unhappiness and being true to yourself. The story is about a woman, named Mathilide Loisel, who was a â€Å"prima donna† of sorts. However she could not have certain things that cost too much because she did not have the money to buy the items she longed for. One night her husband brought home an invitation to a ball but she was not happy about this because she did not have a dress good enough to attend such an affair. Mr. Loisel had been saving money for a new gun for shooting however, when he saw the tears in his wife’s eye he offered the money he had saved so she could buy a dress. Well, of course, she also said she needed accessories. She†¦show more content†¦This is a great example of internal conflict because it involves feelings. Mathilide longed for things that she could not have. The story continues â€Å"she suffered when she wanted luxurious things it caused her pain† (page 1 Paragraph 3). Another example of conflict is Mathilide did not have a dress to wear to the ball (pg.2 line 7) so she had, (I use that term loosely) to spend money on a new dress. This is external and internal conflict because she really did not need to buy a new dress; it was not a matter of survival, it was purely for her to feel better. When they spent the money for the dress it was really step one too many more downfalls to come first because Mr. Loisel and Madame Loisel are financially challenged and second because as we find out later in the short story the borrowed necklace was not a real diamond necklace and the couple took loans and basically robbed Peter to pay Paul for ten years. The internal and external conflicts of the short story supported the theme by making problems from her unhappiness or even discontentment. Situational Irony made the story have a plot twist which affected the theme. In The Necklace, Mathilide said, â€Å"I -I-I have not Madame Forester’s diamond necklace† (pg.4 line 8). This is an example of situational irony because it means she lost the necklace that she borrowed from her friend. The situation this put them in was ironic because, Her being discontent caused her to borrow the necklace which she lost. AnotherShow MoreRelatedThe Theme of Pride in Guy Maupassants The Necklace Essay1147 Words   |  5 Pagescharacter in Guy de Maupassant’s short story, â€Å"The Necklace†. Set in Paris in the late 1800s, Maupassant’s story shows the costs of pride. The main character, Madame Loisel, borrows a diamond necklace from her rich friend, Madame Forestier, to wear at a ball hosted by the Minister of Public Instruction at the Palace of the Ministry. To her dismay, Madame Loisel loses the necklace, and she and her husband spend the next ten years paying back the loans they had to take out to replace the necklace, only toRead MoreThe Necklace by Guy de Maupassant1 034 Words   |  5 Pagesregret which Guy de Maupassant depicts throughout â€Å"The Necklace.† Guy de Maupassant, a French writer, born in 1850, was considered one of France’s greatest short-story writers. His writings were mostly influenced by the divorce of his parents when he was thirteen years old and by great writers such as Shakespeare, Schopenhauer, and Flauber. His parent’s divorce caused his stories to depict unhappiness of matrimony, deceit, miscommunication, and a profound misunderstanding (Maupassant, Guy de, 1850-1893)Read MoreTheme of Reality vs. Appearances in â€Å"the Necklace†1617 Words   |  7 PagesTheme of Reality vs. Appearances in â€Å"The Necklace† Henri Rene Albert Guy de Maupassant was born on August 5, 1850 in the chateau de Miromesnil near Dieppe, Normandy. He lived in Fecamp, France until age twelve (when his parents separated) then moved with his mother to a villa in Etretat, France. Home-schooled, except for a brief stay at a boarding school when he was thirteen, Maupassant ran free for most of his school years. Maupassant attended university in Paris, where he began to study lawRead MoreLiteray Analysis of The Necklace1155 Words   |  5 Pageshumans nature of greed. Guy De Maupassant, the author of The Necklace, perfectly shows how greed can lead to bad outcomes in the short story. Guy De Maupassant, one of the fathers of the short story, was born on August 5th 1850. A quote representing the legacy of Maupassant French writer of short stories an novels of the naturalists school who is by general agreement the greatest french short story writers(Bennet). In his short story, The Necklace, Maupassant focuses mo stly on greed.Read MoreRoles of Female Characters in The Necklace and Life in the Country867 Words   |  4 Pagessociety in ‘The Necklace’ and ‘Life in the Country’ There are three things that make up the society; the time, place and people. In each society each of these points differs from other societies. The stories ‘The Necklace’ and ‘Life in the Country’ by Guy de Maupassant were set in a time in which poverty was very common in most places even though each society had a different view as to what poverty is. This essay is examining the roles of the female characters in ‘The Necklace’ and ‘Life in theRead MoreThe Necklace by Guy De Maupassant1367 Words   |  6 Pagesâ€Å"Being Honest is Always Best† Telling the truth will always prevent future conflicts. Author Guy De Maupassant who lived from 1850 to 1893 proves in the story of â€Å"The Necklace,† that no matter how bad a situation is, speaking with the truth is always best. Now, this author does not prove this theme directly. Instead, throughout various situations in the story the main characters are faced with a long-term conflict because decisions were not made with honesty. Mathilde and Loisel who is her husbandRead MoreA Wasteful Fashion in The Necklace by Guy de Maupassant1149 Words   |  5 Pageslife used to pay back a debt that was worth ten thousand dollars. Was it worth it? Guy de Maupassant was a popular French writer who is known as one of the fathers of modern short stories. Many of Maupassant’s stories are set during the Franco-Prussian War of the 1870’s. Maupassant ended up writing about three hundred short stories, six novels, three travel books, and one volume of verse. In his short st ory, ‘The Necklace’, the main character, Mathilde Loisel, feels as if she should have been born richRead MoreGuy de Maupassant Writes in Third Person919 Words   |  4 Pageseveryone in the storys point of view. This way, the author can tell you what all of the characters are thinking. A writers choice of a type of narrator is crucial for the way a story is perceived by the reader. Guy de Maupassant uses a third-person limited perspective and the narrator reveals the thoughts and feelings of one character. Explicit narration directly reveals the main character’s internal and external conflict. Guy de Maupassants limited third person narrator creates a vivid characterRead MoreAnalysis Of The Necklace1358 Words   |  6 Pages â€Å"The Necklace† Analysis Plot Analysis - The plot analysis of (Exposition) â€Å"The Necklace† by Guy de Maupassant, take place in the late 1800s when Mathilde Loisel and her husband decides to go to a ball. The importance of the place is so you can fully appreciate how royal Mathilde is supposed to be at the ball, and let me tell you, she pulls it off. She was the most beautiful woman there, but surprisingly it wasn t the necklace that made her shine that night. She alreadyRead MoreThe Necklace By Guy De Maupassant934 Words   |  4 Pagesduring this time period was Guy de Maupassant, who wrote one of the most influential short stories of this century. â€Å"The Necklace†, written by Guy de Maupassant, illustrates elements of fiction such as the symbolism of the necklace because of Mme. Loisel’s desire to be rich, irony due to the twist ending, and a powerful theme. Firstly, the necklace Mme. Loisel borrows and her perspective symbolizes the desire she has towards being wealthy and important in society. Maupassant describes effectively the

The Politics of Spying Essay - 1177 Words

Introduction This essay will consider the politics of spying. It will discuss examples of espionage as well as its necessity. The paper will also debate upon whether spying is an invasion of privacy and there for rights, or not. The essay begins by defining espionage. It offers examples of espionage and how it has been used by different countries in the past as well as how it is increasingly used today on a global scale. The paper concludes by offering the authors comments on spying as well as confirming or disconfirming its use as a tool in international relations 1.1. Defining espionage The definition of espionage according to different sources. .the use of secret agents to steal information from other governments, enemies and†¦show more content†¦Another reason why spying is seen as such a9 necessity is because it helps states when it comes to creating foreign policy. By knowing what goes on within the borders of another state, the said states know if they should relax or tighten controls on their foreign policy. The other large role spying plays is during meetings in which heads of military strategies how they will fight in a certain war or the battle tactics they will use to invade a state. One of the more basic uses of spying which is used within a state’s borders and within relations with states is for information gathering. many articles have come out in recent years which revolve around how the United States of America have been spying on their European allies as well as their heads of state for example the NSA was spying on German chancellor Angela Merkel. Most states belong to international governmental organisations such as the UN within these organisations representatives of states meet within a neutral setting and debate foreign policy as well as global issues. Here espionage is used quite frequently between the states for various reasons. 2.2. Espionage is an invasion of privacy. Espionage as a major invasion of privacy especially spying on a civilian population because all humans have a right to privacy and spying on people then infringes on this basic human right. Espionage between states is also seen as an invasion of privacy as whatShow MoreRelatedNSA Spying - What is Metadata and What Does the Law Say?1384 Words   |  6 PagesNSA Spying - What is Metadata and What Does the Law Say? Technology is in everything we do from using our home refrigerator, washer, cellular device, automobile, and or computer systems. When using certain devices you pass information to others pertaining to personal and private information. This information or metadata could be a bank account or credit card number, pin, and or password that we unconsciously share. 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Fred Emery analyses in his novel Watergate: The Corruption of American Politics and the Fall of Richard Nixon, the president was also setting up the first summit meeting in history with Soviet Union Presidents (3). There seemed to be nothing capable of holding the seemingly responsible man back. However, this assurance cameRead MoreHamlet: The Epitome of Timeless Literature Essay824 Words   |  4 PagesAlthough it followed the same pattern; a king is killed by his brother who then marries his wife, in the meanwhile the prince has to avenge his father while avoiding being killed by the new king. Shakespeare’s innovation of adding in the aspect of politics drives the play to be a successfu l hit in every decade. People can always relate to deception, and Shakespeare has done it both politically and personally. 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He rejoins his wife and settles his life. After a while he rejoins the FBI after his first mentor convinces him to be a part of a project in Hawaii. He decides to go. The second plot point is when he finds out his superiors are spying on him. Act III begins with him trying to get the files from the FBI to release them to the press. He succeeds and then proceeds to tell the media and begins to run away from the government. Till he becomes stranded in Moscow. The movie ends withRead MoreGeorge Orwell s Dangers Of Power Through A Totalitarian Government1186 Words   |  5 Pagesstrongly displayed the theme of the dangers of power through a totalitarian government. Not only were Orwell’s ideas of corruption in an all-powerful government portrayed in his novel, 1984, but comparisons can be made with the story’s points of a spying authority, keeping the lower class ignorant, and an unscrupulous corporate influence with America’s power-heads today. 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Hound of baskervilles Essay Example For Students

Hound of baskervilles Essay The story is set in 1886, during the reign of Queen Victoria. Crime was rife and prostitution, drug abuse and murder were commonplace. Public hangings were just part of everyday life. There was much poverty and ill health; poor people lived in cramped, dirty and squalid conditions. Smog caused by the factories weighed heavily on the city, creating a dark, dreary place. Jack the Ripper, an infamous murderer, was loose on the streets of London, attacking women. The Victorian people feared crime greatly. The Police could not catch Jack the Ripper and were seen as their methods were seen as inefficient. Many Victorians had a deep resentment against the Police in London, as they did not appear to protect the public. This resentment reached its peak when many officers were exposed as corrupt. We will write a custom essay on Hound of baskervilles specifically for you for only $16.38 $13.9/page Order now The Hound of the Baskervilles is part of a collection of short stories written by Arthur Conan Doyle. The story follows the investigations of Sherlock Holmes and Dr. Watson as they investigate the story of an age-old curse and mysterious deaths within the Baskerville family. The setting for the story came from Doyles visit to the English moors. While there, he visited prehistoric ruins and heard tales about escaped prisoners and a local legend about a dog. From there, he developed the tale of the Baskerville hellhound, a terror that haunts the family, and could mean the end of the Baskerville line. Arthur Conan Doyle uses a variety of devices to great effect but mainly create suspense within the story. I will be looking at not only how suspense is created in the first two chapters, but also how cultural context is used within the story. In Chapter 1, Baker Street is mention several times. Baker street was a well-known street and the mention of the name would allow the audience to easily get a picture in their head of the location.  One of the first scenes in chapter 1 is of Sherlock Holmes examining a walking stick which their visitor, who they do not know, has left in the breakfast room. Dr. Watson is in the room with Holmes, but Holmes does not acknowledge his presence. Watson is sitting behind Holmes, thinking that he does not know he is there. Suddenly, Holmes says Well, Watson what do you make of it? This startles Watson as Holmes had shown no signs of knowing Watson was there. It also catches Watson by surprise as his opinion is not usually asked for. This shows tension between the two characters, which is important throughout the story, but is built up mainly in the first two chapters. Holmes and Watson discuss the stick for most of the first chapter. This builds suspense further and the audience want to know more about the stick and also because they know that the plot is being kept from then. Because this stick thought originally a very handsome one this make the reader want some answers and so builds suspense. There is very obvious tension between Watson and Holmes. For example, when Watson conveys his thoughts about the stick, Holmes responds with, Really, Watson you do excel yourself, said Holmes, pushing back his chair and lighting a cigarette. Holmes is mocking Watson and making him seem inferior. Chairing Cross Hospital is mentioned several times in chapter 1. This was a real hospital and so shows cultural context and puts a vivid setting in the mind of the reader. It also makes the story seem more realistic. Later on in chapter 1, the owner of the walking stick returns to the house of Holmes and Watson. The owner sits down and starts rolling tobacco, he is described as having long, quivering fingers as agile and restless as the antennae of an insect. This shows that the visitor is nervous about something and this builds suspense as it makes the audience wonder why he is nervous.  The owner of the stick is revealed to be Dr Mortimer, who received the stick for services to Charing Cross Hospital. Whilst Holmes and Dr Mortimer are talking, Dr Mortimer calls Holmes the second highest expert in Europe. Holmes is deeply insulted by the insinuation that he is not the best at what he does. Indeed sir! May I inquire who has the honour to be the first? Holmes says this sarcastically and this shows that he believes he is Europes top expert. This builds suspense as it leads the audience to believe that this is the first of many disagreements between the two characters. .u08ed2cc58294272b3e2ece156ad04d9e , .u08ed2cc58294272b3e2ece156ad04d9e .postImageUrl , .u08ed2cc58294272b3e2ece156ad04d9e .centered-text-area { min-height: 80px; position: relative; } .u08ed2cc58294272b3e2ece156ad04d9e , .u08ed2cc58294272b3e2ece156ad04d9e:hover , .u08ed2cc58294272b3e2ece156ad04d9e:visited , .u08ed2cc58294272b3e2ece156ad04d9e:active { border:0!important; } .u08ed2cc58294272b3e2ece156ad04d9e .clearfix:after { content: ""; display: table; clear: both; } .u08ed2cc58294272b3e2ece156ad04d9e { 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; } .u08ed2cc58294272b3e2ece156ad04d9e:active , .u08ed2cc58294272b3e2ece156ad04d9e:hover { opacity: 1; transition: opacity 250ms; webkit-transition: opacity 250ms; background-color: #2C3E50; } .u08ed2cc58294272b3e2ece156ad04d9e .centered-text-area { width: 100%; position: relative ; } .u08ed2cc58294272b3e2ece156ad04d9e .ctaText { border-bottom: 0 solid #fff; color: #2980B9; font-size: 16px; font-weight: bold; margin: 0; padding: 0; text-decoration: underline; } .u08ed2cc58294272b3e2ece156ad04d9e .postTitle { color: #FFFFFF; font-size: 16px; font-weight: 600; margin: 0; padding: 0; width: 100%; } .u08ed2cc58294272b3e2ece156ad04d9e .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; } .u08ed2cc58294272b3e2ece156ad04d9e:hover .ctaButton { background-color: #34495E!important; } .u08ed2cc58294272b3e2ece156ad04d9e .centered-text { display: table; height: 80px; padding-left : 18px; top: 0; } .u08ed2cc58294272b3e2ece156ad04d9e .u08ed2cc58294272b3e2ece156ad04d9e-content { display: table-cell; margin: 0; padding: 0; padding-right: 108px; position: relative; vertical-align: middle; width: 100%; } .u08ed2cc58294272b3e2ece156ad04d9e:after { content: ""; display: block; clear: both; } READ: How might Shakespeare have directed this scene to appeal to his whole audience? EssayThe opening line in chapter 2 is Dr James Mortimer saying I have in my pocket a manuscript. This engages the reader as they want to know what the manuscript contains, but they are made to wait for several pages before the content of the manuscript is revealed. This waiting builds suspense as the audience desperately wants to know what the manuscript contains. It then goes on to mention some dates, I put that at 1730 and the exact date is 1742. These are key dates and they also make the manuscript and the novel more factual and therefore more realistic. Charles Baskerville is a Sir, a member of the English aristocracy and this would immediately suggest a certain type of person to the reader and place the character in a context, such as a fairly high class and respected person with no doubt a lot of money. In 1902 the English class system was much more rigid than today. While describing the manuscript Mortimer says yes it is a statement of a certain legend which runs in the Baskerville family. The word legend makes it seem more believable, the word gives it more credibility, legendary things are often quite old and mysterious, and so this is also building up suspense and makes the reader want to read on to find out what the legend is about. Doyle also gives cultural context through how the men treated women at the time of the story. The manuscript says, when they had brought her to the hall the maiden was placed in an upper chamber. This implies that the women were owned by the men and that men could do anything they wanted to women and it would be socially accepted. It shows that the men had a lot more social and political power. Back in 1902, when people were reading this, it would be seen as normal. However, to modern day readers it would be seen as disgraceful and would not be socially accepted.

Operations and Manufacturing Quality Management

Question: Discuss about the Operations and Manufacturing Quality Management. Answer: Introduction The assignment focuses on the specific operational process of an organization in order to satisfy customer needs. The chosen case study is CSR Sifang Co Ltd, headquartered in China. This company is a rolling stock manufacturer of passenger coaches, bi-level cars, diesel locomotives and others. CSR Sifang Co Ltd has presence in many countries such as US Singapore, Argentina. This company supplies locomotive parts to various countries. This company manufactures high sped trains, metro car and even permanent magnet straddled type monorail. Main customers of this company are Metro railway authority, Railways authority, monorail authority, land transport authority of different countries. The assignment starts discussion with two operational processes that are needed to follow by CSR Sifang Co Ltd in order to bring efficiency. This company has faced challenges regarding manufactured products in the overseas. Efficient quality management and operational process may improve the service quality. ITO framework is used to present brief description of the resources, transforming activities and the desirable outputs (Mok, Sparks and Kadampully 2013). IT outsourcing process addresses the requirements of suppliers and customers. Literature review section highlights the theories relating to quality management in operation and ITO framework. This paper also finds out the problems regarding ITP framework and their effect on the company followed by the recommendation for quality improvement. Description of the process In the view Parast and Adams (2012), operational process for a manufacturing firm has four main components such as inputs, output, resources and activities. Two processes can be mentioned such as total quality management (TQM) and six sigma, for improvement of production quality and service delivery in order to achieve customer satisfaction. As described by Mortimer and Mortimer (2015), total quality management is a process where the firm has to maintain total productivity in order to get long-term success for customer satisfaction. Mitra (2016) mentioned that total quality management involves several processes such as integrating quality into designing process, upgrading software system, employee training and product manufacturing process. Product manufacturing system involves the employment of inputs or resources, transformation of inputs into final good and the output (Nicolay et al. 2012) Total quality management process with product manufacturing system Input Transformation Output Feedback Customer issues invitation to tender for the suppliers Suppliers produce an outline design of the product as per buyer needs. Adaptation of standardization on the product design If preliminary design is accepted, decisions are taken for purchasing resources needed for rolling stock. . Need to sent for configuration control procedure Sheet steel for auto manufacturing Sheet steel is processed through deformation, bending steel, drawing into a curved shaped, stamping, extrusion and forging. Processed steel with specific shape that can be used in car or other automotive manufacturing. Car parts, , gas tanks, rear axles and drive shafts, gear boxes, steering box components, wheel drums, braking systems are installed. All the parts are assembled using pneumatically assisted tools. Parts are assembled for the final product Quality of all parts needs to be checked through quality control process. Paints are required for the assembled parts. All parts are painted for the final stage of production. Painted parts All assembled parts, gasoline, battery, tires, antifreeze. All parts are transformed into final cars Car prepared as a finished product Final audits are done at this stage regarding quality of service. Delivery of the final product to the distributors Various transportation modes and effective use of logistics Delivery of cars to the local and international distributors Value speed service is needed to check Table 1: Product manufacturing system (Source: created by author) Second ITO process for the manufacturing unit Activities Input Transformation Output/ service Feedback Refining steel Components, equipments, building, labour and energy These inputs are transformed into spares parts through skill and information used by labours. spare parts Quality checking of those parts Assembling locomotives Spare parts of the locomotives Wheel and traction motor assembly process Rail bogie This process needs a traction motor test, which is controlled by control panel. Delivering locomotives to dealers Locomotives Water transport mode for export Export goods to the other countries Collects feedback regarding quality of the product Repairing locomotives Defects locomotives Treatment of the defect materials Repairing the products Quality audit The ITO model shows the link between the input and the output. The model depicts the effectiveness of the resource utilisation in producing desirable outcome. Manufacturing activity of a product is associated with various activities such as product designing, tendering, and approval of design, manufacture of several parts of the car, coaches and others (Colledani et al. 2014). Quality needs to be assured at every steps of the manufacturing process. Configuration control process is applied at the initial stage of planning and designing. Positive feedback from suppliers, customers and other stakeholders leads to the final production. Quality audit is required at every stage of manufacturing when intermediaries are produced as well as final products (Kneese 2013). Any identified defect is rectified at the product manufacturing stage. This process can reduce the extent of defect and increase product reliability to satisfy the customer. Six sigma methods enlist all the data at each stage of product designing, manufacturing, auditing, product distribution in a statistical tool. ERP software is effective in managing data. This process reduces the burden of manual task and reduces error in both production and business operation (Chryssolouris 2013). The software is effective to find gap between expected and perceived service quality of CSR Sifang Co Ltd through standard deviation of data from a target level of service quality. Literature review of the quality regarding the process Quality management procedure is concerned with production and service quality, relationship with suppliers and the customers. Evans and Lindsay (2013) discussed about eight principles of service quality management. The eight principles are customer centric business policies, leadership, involvement of people, process approach, and system approach to management, continuous improvement, factual approach for decision making, and mutually beneficial relationship with the suppliers. Eight principles of quality management and benefits for an organisation An organisation needs to focus on customer satisfaction, their needs and expectation to increase revenue and market share. In order to implement this policy, effective communication with the customers is needed. Companies need to act according to the feedback of the customer. Braha (2013) opined that the company should follow a balanced approach so that the company can satisfy customers along with other stakeholders such as employees, suppliers, investors, local communities. However, customer loyalty is important for the business as it helps for repeat business. Talib (2013) advocated for leadership principle in the organisation. Leaders can motivate the employees regarding the goal and objective of the organisation. The leader can create such internal and external environment that facilitates the business process. Team collaboration, integrity can enhance team performance and the service quality of the company. A leader can lead at the manufacturing level, product design level or quality auditing level. Effective leadership can mitigate miscommunication among several stakeholders. Parast and Adams (2012) stated that involvement of the employees with the work process increases effectiveness of the organisation. A company needs to arrange proper training regarding effective service quality, increase in responsibilities to take challenging job, effective communication skills while dealing with customer complaints. Customers give value to the responsiveness of the company in addressing complaints. Process approach focuses on management of activities and resources efficiently to get desirable output. This process is helpful for risk management, which considers impact of each activity on the customers and suppliers. Another criterion for increasing operational efficiency is integration of different system within an organisation and continuous improvement of production, distribution and service delivery method. As mentioned by Stark (2015), factual approach is a approach, which enables a company to review, to take challenge and change previous ineffective decision. SERVQUAL model for quality management in a manufacturing firm Timmons and Huang (2016) stated in their research paper that understanding service quality has become a new demand for manufacturing firms as the operational process is associated with customer satisfaction. Manufacturing business firms generally follow business to business setting where a firm manufactures products to distribute those among consumers through another firms. Talib (2013) presented a service classification process for a manufacturing firm. Product oriented services Customers process oriented services Transaction based services Documentation Transport to client Installation / Commissioning Product-orientation training Help desk Problem identification Repairing spare parts Product updates Machine brokering Process oriented engineering such as tests, optimisation and simulation Spare parts management Process oriented training Business oriented training Business oriented consulting Relationship based services Preventive maintenance Condition monitoring Spare parts management Full maintenance contract Managing maintenance function Managing operation Table 3: Service classification process (Source: Lam et al. 2012) The researchers to evaluate service quality of an organisation extensively use SERVQUAL model. This model measures consumer perception about service quality. Jhandir (2012) cited that SERVQUAL process is based on five basic parameters such as responsiveness, reliability, assurance, empathy and tangibility. Reliability is the ability of the firm to deliver service or product efficiently (Rahman, Khan and Haque 2012). Responsiveness measures the willingness of the employees to provide immediate services. The employees give assurance to the customers regarding product quality, distribution and value speed service. It measures the ability of the employees to build trust among customers regarding product and service. Tangibility measures the quality of physical facilities, equipment, safety and appearance of the personnel. Empathy is the care and attention given by the employees for customer satisfaction. As opined by Jhandir (2012), SERVQUAL finds a gap between expected and perceived service quality on theses five dimensions. As stated by Goetsch and Davis (2014), Six Sigma is the product manufacturing and service delivery managing tools that is effective for business organisation. This tool focuses on the variability in manufacturing process, removing causes of defects and increase efficiency in product manufacturing, delivery. Oakland (2014) mentioned that this process creates a special environment in the organisation that facilitates the employees to produce better service and customer satisfaction. However, Kim, Kumar and Kumar (2012) criticised this process by stating that this process is inadequate for complex manufacturing. Moreover, this process reliant on the statistical tools. Although this process has drawback, still it is effective for quality control process for a manufacturing organisation. This process is directly associated with the customer satisfaction method. Six sigma processes has six standard deviations between the process mean nearest specified limit (Ross 2013). Mean of process mov es away from the centre with the increase in standard deviation. Quality issues with the ITO process CSR Sifang has faced several challenges in its operational process regarding quality of the products manufactured by this company. As the company export rolling stock of passenger coaches, bi-level cars, diesel locomotives to different countries including domestic country, consumers expect high quality products from this company. During 2013, Singapore returned 26 defective Chinese metro trains manufactured by CSR Sifang (Karnstedt and Winter 2015). The crack was found in the structure connecting between car body and bogie. This fault indicates gap in production quality management and monitoring system in this organisation. The company has failed to deploy total quality management system mentioned earlier. Vasagar, Mitchell and Whipp (2016) mentioned that the technical, manufacturing and quality assurance components in this company are unacceptable. It has been traced that defect was in the aluminium alloy using during manufacturing process (Timmons and Huang 2016). This incidence put the company under question regarding production quality management. CSR Sifang has been facing problems in the manufacturing process for several years. These problems show gaps in the ITO process in CSR Sifang. There is problem in input processing. The configuration control procedure is not effective to find loophole in the supply of quality raw materials. If defects cannot be mitigated at the initial stage, this can appear at a large volume later in the production process. Gap is there in the input transformation process. Decline in service quality also indicates decrease in service quality of CSR Sifang. There is lack of implementation of SERVQUAl model in the organisation. Inefficiency in management regulatory, lack of proper supervision, hiding quality problems from higher management, not meeting operational standard are possible causes of criticism (Shanka 2012). Moreover, as described in the literature review, five parameters of SERVQUAL model have not been achieved. Increasing fault in product fails to built reliability and tangibility of the product. However, CSR Sifang assures customers regarding improvement of the product in near future through technological up gradation. As the expectation of oversees customers are high, theses defects have significant impact on the business profitability as product quality is decreasing. There is a lack of six-sigma process in this company. There is no enterprise resource planning techniques, which can integrate data of planning, designing, manufacturing and distribution. Quality review techniques have not been implemented properly. The ERP software can identify the gap between expected and service quality (Jhandir 2012). There is gap in the distribution process also. There is lack of internal quality process to find out the defects before export and domestic use. If operation manager can identify possible faults, they can be mitigated at the initial level. Conclusion: It can be concluded from the report that CSR Sifang has been suffering from operational inefficiency for several years. Problems has been facing in configuration control process, product manufacturing process, input transforming process, quality auditing process and distribution process. Employees need to be more responsive in problem solving. Primary criteria for customer satisfaction are having good knowledge about the problem and solutions. Effective implementation of ERP system and risk management tools can reduce these issues. Deployment of effective software in production process can readily identify the defects as well as the gap in service quality. Quality auditing needs to be done throughout the production process starting from fitting panels, dynamics, functioning of electrical components, engine and wheel alignment. Environmental issues are also needed to keep in mind while doing quality auditing. Technological advancement in production will bring cost efficiency, increases efficiency and reduction in pollution. The company may face challenges during quality improvement in the absence of any required training to the employees. Problems may be faced during effective resource utilisation and cost minimisation process. Deployment of ERP software is also costly. Improvement in supply chain management in both demand and supply side can help to overcome these problems. Establishment of good relationship with the customers and raw material suppliers can be effective. 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