Forward the Foundation Chapter 25

12 Las Zenow said with a certain trace of awe in his voice, â€Å"I didn't know you were so friendly with the Emperor, Professor Seldon.† â€Å"Why not? He's a very democratic fellow for an Emperor and he was interested in my experiences as a First Minister in Cleon's time.† â€Å"It made a deep impression on us all. We haven't had an Emperor in our halls for many years. Generally, when the Emperor needs something from the Library-â€Å" â€Å"I can imagine. He calls for it and it is brought to him as a matter of courtesy.† â€Å"There was once a suggestion,† said Zenow chattily, â€Å"that the Emperor be outfitted with a complete set of computerized equipment in his palace, hooked directly into the Library system, so that he would not need to wait for service. This was in the old days when credits were plentiful, but, you know, it was voted down.† â€Å"Was it?† â€Å"Oh yes, almost the entire Board agreed that it would make the Emperor too much a part of the Library and that this would threaten our independence from the government.† â€Å"And does this Board, which will not bend to honor an Emperor, consent to let me remain at the Library?† â€Å"At the present moment, yes. There is a feeling-and I've done my best to encourage it-that if we are not polite to a personal friend of the Emperor, the chance of a rise in appropriations will be gone altogether, so-â€Å" â€Å"So credits-or even the dim prospect of credits-talk.† â€Å"I'm afraid so.† â€Å"And can I bring in my colleagues?† Zenow looked embarrassed. â€Å"I'm afraid not. The Emperor was seen walking only with you-not with your colleagues. I'm sorry, Professor.† Seldon shrugged and a mood of deep melancholy swept over him. He had no colleague to bring in, anyhow. For some time he had hoped to locate others like Wanda and he had failed. He, too, would need funding to mount an adequate search. And he, too, had nothing. 13 Trantor, the capital world-city of the Galactic Empire, had changed considerably since the day Hari first stepped off the hypership from his native Helicon thirty-eight years ago. Was it the pearly haze of an old man's memory that made the Trantor of old shine so brightly in his mind's eye, Hari wondered. Or perhaps it had been the exuberance of youth-how could a young man from a provincial Outer World such as Helicon not be impressed by the gleaming towers, sparkling domes, the colorful, rushing masses of people that had seemed to swirl through Trantor, day and night. Now, Hari thought sadly, the walkways are nearly deserted, even in the full light of day. Roving gangs of thugs controlled various areas of the city, competing among themselves for territory. The security establishment had dwindled; those who were left had their hands full processing complaints at the central office. Of course, security officers were dispatched as emergency calls came through, but they made it to the scene only after a crime was committed-they no longer made even a pretense of protecting the citizens of Trantor. A person went out at his own risk-and a great risk it was. And yet Hari Seldon still took that risk, in the form of a daily walk, as if defying the forces that were destroying his beloved Empire to destroy him as well. And so Hari Seldon walked along, limping-and thoughtful. Nothing worked. Nothing. He had been unable to isolate the genetic pattern that set Wanda apart-and without that, he was unable to locate others like her. Wanda's ability to read minds had sharpened considerably in the six years since she had identified the flaw in Yugo Amaryl's Prime Radiant. Wanda was special in more ways than one. It was as if, once she realized that her mental ability set her apart from other people, she was determined to understand it, to harness its energy, to direct it. As she had progressed through her teen years, she had matured, throwing off the girlish giggles that had so endeared her to Hari, at the same time becoming even dearer to him in her determination to help him in his work with the powers of her â€Å"gift.† For Hari Seldon had told Wanda about his plan for a Second Foundation and she had committed herself to realizing that goal with him. Today, though, Seldon was in a dark mood. He was coming to the conclusion that Wanda's mentalic ability would get him nowhere. He had no credits to continue his work-no credits to locate others like Wanda, no credits to pay his workers on the Psychohistory Project at Streeling, no credits to set up his all-important Encyclopedia Project at the Galactic Library. Now what? He continued to walk toward the Galactic Library. He would have been better off taking a gravicab, but he wanted to walk-limp or not. He needed time to think. He heard a cry-â€Å"There he is!†-but paid no attention. It came again. â€Å"There he is! Psychohistory!† The word forced him to look up. Psychohistory. A group of young men was closing in around him. Automatically Seldon placed his back against the wall and raised his cane. â€Å"What is it you want?† They laughed. â€Å"Credits, old man. Do you have any credits?† â€Å"Maybe, but why do you want them from me? You said, ‘Psychohistory!' Do you know who I am?† â€Å"Sure, you're Raven Seldon† said the young man in the lead. He seemed both comfortable and pleased. â€Å"You're a creep,† shouted another. â€Å"What are you going to do if I don't give you any credits?† â€Å"We'll beat you up,† said the leader, â€Å"and we'll take them.† â€Å"And if I give you my credits?† â€Å"We'll beat you up anyway!† They all laughed. Hari Seldon raised his cane higher. â€Å"Stay away. All of you.† By now he had managed to count them. There were eight. He felt himself choking slightly. Once he and Dors and Raych had been attacked by ten and they had had no trouble. He had been only thirty-two at the time and Dors-was Dors. Now it was different. He waved his cane. The leader of the hoodlums said, â€Å"Hey, the old man is going to attack us. What are we going to do?† Seldon looked around swiftly. There were no security officers around. Another indication of the deterioration of society. An occasional person or two passed by, but there was no use calling for help. Their footsteps increased in speed and made a wide detour. No one was going to run any risks of getting involved in an imbroglio. Seldon said, â€Å"The first one of you who approaches gets a cracked head.† â€Å"Yeah?† And the leader stepped forward rapidly and seized the cane. There was a short sharp struggle and the cane was wrested from Seldon's grip. The leader tossed it to one side. â€Å"Now what, old man?† Seldon shrunk back. He could only wait for the blows. They crowded around him, each eager to land a blow or two. Seldon lifted his arms to try to ward them off. He could still Twist-after a fashion. If he were facing only one or two, he might be able to Twist his body, avoid their blows, strike back. But not against eight-surely not against eight. He tried, at any rate, moving quickly to one side to avoid the blows and his right leg, with its sciatica, doubled under him. He fell and knew himself to be utterly helpless. Then he heard a stentorian voice shouting, â€Å"What's going on here? Get back, you thugs! Back or I'll kill you all!† The leader said, â€Å"Well, another old man.† â€Å"Not that old,† said the newcomer. With the back of one hand, he struck the leader's face, turning it an ugly red. Seldon said in surprise, â€Å"Raych, it's you.† Raych's hand swept back. â€Å"Stay out of this, Dad. Just get up and move away.† The leader, rubbing his cheek, said, â€Å"We'll get you for that.† â€Å"No, you won't,† said Raych, drawing out a knife of Dahlite manufacture, long and gleaming. A second knife was withdrawn and he now held one in each hand. Seldon said weakly, â€Å"Still carrying knives, Raych?† â€Å"Always,† said Raych. â€Å"Nothing will ever make me stop.† â€Å"I'll stop you,† said the leader, drawing out a blaster. Faster than the eye could follow, one of Raych's knives went sailing through the air and struck the leader's throat. He made a loud gasp, then a gurgling sound, and fell, while the other seven stared. Raych approached and said, â€Å"I want my knife back.† He drew it out of the hoodlum's throat and wiped it on the man's shirtfront. In doing so, he stepped on the man's hand, bent down, and picked up his blaster. Raych dropped the blaster into one of his capacious pockets. He said, â€Å"I don't like to use a blaster, you bunch of good-for-nothings, because sometimes I miss. I never miss with a knife, however. Never! That man is dead. There are seven of you standing. Do you intend to stay standing or will you leave?† â€Å"Get him!† shouted one of the hoodlums and the seven made a concerted rush. Raych took a backward step. One knife flashed and then the other and two of the hoodlums stopped with, in each case, a knife buried in his abdomen. â€Å"Give me back my knives,† said Raych, pulling each out with a cutting motion and wiping them. â€Å"These two are still alive, but not for long. That leaves five of you on your feet. Are you going to attack again or are you going to leave?† They turned and Raych called out, â€Å"Pick up your dead and dying. I don't want them.† Hastily they flung the three bodies over their shoulders, then they turned tail and ran. Raych bent to pick up Seldon's cane. â€Å"Can you walk, Dad?† â€Å"Not very well,† said Seldon. â€Å"I twisted my leg.† â€Å"Well then, get into my car. What were you doing walking, anyway?† â€Å"Why not? Nothing's ever happened to me.† â€Å"So you waited till something did. Get into my car and I'll give you a lift back to Streeling.† He programmed the ground-car quietly, then said, â€Å"What a shame we didn't have Dors with us. Mom would have attacked them with her bare lands and left all eight dead in five minutes.† Seldon felt tears stinging his eyelids. â€Å"I know, Raych, I know. Do you think I don't miss her every day?† â€Å"I'm sorry,† said Raych in a low voice. Seldon asked, â€Å"How did you know I was in trouble?† â€Å"Wanda told me. She said there were evil people lying in wait for you, she told me where they were and I took right off.† â€Å"Didn't you doubt that she knew what she was talking about?† â€Å"Not at all. We know enough about her now to know that she has some sort of contact with your mind and with the things around you.† â€Å"Did she tell you how many people were attacking me?† â€Å"No. She just said, ‘Quite a few.'† â€Å"So you came out all by yourself, did you, Raych?† â€Å"I had no time to put together a posse, Dad. Besides, one of me was enough.† â€Å"Yes, it was. Thank you, Raych.† 14 They were back at Streeling now and Seldon's leg was stretched out on a hassock. Raych looked at him somberly. â€Å"Dad,† he began, â€Å"you're not to go walking around Trantor on your own from now on.† Seldon frowned. â€Å"Why, because of one incident?† â€Å"It was enough of an incident. You can't take care of yourself any longer. You're seventy years old and your right leg will not support you in an emergency. And you have enemies-â€Å" â€Å"Enemies!† â€Å"Yes, indeed. And you know it. Those sewer rats were not after simply anyone. They were not looking for just any unwary person to rip off. They identified you by calling out, ‘Psychohistory!' And they called you a creep. Why do you suppose that was?† â€Å"I don't know why.† â€Å"That's because you live in a world all your own, Dad, and you don't know what's going on on Trantor. Don't you suppose the Trantorians know that their world is going downhill at a rapid rate? Don't you suppose they know that your psychohistory has been predicting this for years? Doesn't it occur to you that they may blame the messenger for the message? If things go bad-and they are going bad-there are many who think that you are responsible for it.† â€Å"I can't believe that.† â€Å"Why do you suppose there's a faction at the Galactic Library that wants you out of there? They don't want to be in the way when you are mobbed. So-you've got to take care of yourself. You can't go out alone. I'll have to be with you or you will have to have bodyguards. That's the way it's going to be, Dad.† Seldon looked dreadfully unhappy. Raych softened and said, â€Å"But not for long, Dad. I've got a new job.' Seldon looked up. â€Å"A new job. What kind?† â€Å"Teaching. At a University.† â€Å"Which University?† â€Å"Santanni.† Seldon's lips trembled. â€Å"Santanni! That's nine thousand parsecs away from Trantor. It's a provincial world on the other side of the Galaxy.† â€Å"Exactly. That's why I want to go there. I've been on Trantor all my life, Dad, and I'm tired of it. There's no world in all the Empire that's deteriorating the way Trantor is. It's become a haunt of crime with no one to protect us. The economy is limping, the technology is failing. Santanni, on the other hand, is a decent world, still humming along, and I want to be there to build a new life, along with Manella and Wanda and Bellis. We're all going there in two months.† â€Å"All of you!† â€Å"And you, Dad. And you. We wouldn't leave you behind on Trantor. You're coming with us to Santanni.† Seldon shook his head. â€Å"Impossible, Raych. You know that.† â€Å"Why impossible?† â€Å"You know why. The Project. My psychohistory. Are you asking me to abandon my life's work?† â€Å"Why not? It's abandoned you.† â€Å"You're mad.† â€Å"No, I'm not. Where are you going with it? You have no credits. You can't get any. There's no one left on Trantor who's willing to support you.† â€Å"For nearly forty year-â€Å" â€Å"Yes, I admit that. But after all that time, you've failed Dad. There's no crime in failing. You've tried so hard and you've gone so far, but you've run into a deteriorating economy, a falling Empire. It's the very thing you've been predicting for so long that's stopping you at last. So-â€Å" â€Å"No. I will not stop. Somehow or other, I will keep going.† â€Å"I tell you what, Dad. If you're really going to be so stubborn, then take psychohistory with you. Start it again on Santanni. There may be enough credits-and enthusiasm-to support it there.† â€Å"And the men and women who have been working for me so faithfully?† â€Å"Oh bull, Dad. They've been leaving you because you can't pay them. You hang around here for the rest of your life and you'll be alone. Oh, come on, Dad. Do you think I like to talk to you this way? It's because no one has wanted to-because no one has had the heart to-that you're in your present predicament. Let's be honest with each other now. When you walk the streets of Trantor and you're attacked for no reason other than that you're Hari Seldon, don't you think it's time for a little bit of truth?† â€Å"Never mind the truth. I have no intention of leaving Trantor.† Raych shook his head. â€Å"I was sure you'd be stubborn, Dad. You've got two months to change your mind. Think about it, will you?† 15 It had been a long time since Hari Seldon had smiled. He had conducted the Project in the same fashion that he always did: pushing always forward in the development of psychohistory, making plans for the Foundation, studying the Prime Radiant. But he did not smile. All he did was to force himself through his work without any feeling of impending success. Rather, there was a feeling of impending failure about everything. And now, as he sat in his office at Streeling University, Wanda entered. He looked up at her and his heart lifted. Wanda had always been special. Seldon couldn't put his finger on just when he and the others had started accepting her pronouncements with more than the usual enthusiasm; it just seemed always to have been that way. As a little girl, she had saved his life with her uncanny knowledge of â€Å"lemonade death† and all through her childhood she had somehow just known things. Although Dr. Endelecki had asserted that Wanda's genome was perfectly normal in every way, Seldon was still positive that his granddaughter possessed mental abilities far beyond those of average humans. And he was just as sure that there were others like her in the Galaxy-on Trantor, even. If only he could find them, these mentalics, what a great contribution they could make to the Foundation. The potential for such greatness all centered in his beautiful granddaughter. Seldon gazed at her, framed in his office doorway, and he felt as if his heart would break. In a few days, she would be gone. How could he bear it? She was such a beautiful girl-eighteen. Long blond hair, face a little broad but with a tendency to smile. She was even smiling now and Seldon thought, Why not? She's heading for Santanni and for a new life. He said, â€Å"Well, Wanda, just a few more days.† â€Å"No. I don't think so, Grandpa.† He stared at her. â€Å"What?† Wanda approached him and put her arms around him. â€Å"I'm not going to Santanni.† â€Å"Have your father and mother changed their minds?† â€Å"No, they're going.† â€Å"And you're not? Why? Where are you going?† â€Å"I'm going to stay here, Grandpa. With you.† She hugged him. â€Å"Poor Grandpa!† â€Å"But I don't understand. Why? Are they allowing this?† â€Å"You mean Mom and Dad. Not really. We've been arguing over this for weeks, but I've won out. Why not, Grandpa? They'll go to Santanni and they'll have each other-and they'll have little Bellis, too. But if I go with them and leave you here, you'll have no one. I don't think I could stand that.† â€Å"But how did you get them to agree?† â€Å"Well, you know-I pushed.† â€Å"What does that mean?† â€Å"It's my mind. I can see what you have in yours and in theirs and, as time goes on, I can see more clearly. And I can push them to do what I want.† â€Å"How do you do that?† â€Å"I don't know. But after a while, they get tired of being pushed and they're willing to let me have my way. So I'm going to stay with you.† Seldon looked up at her with helpless love. â€Å"This is wonderful, Wanda. But Bellis-â€Å" â€Å"Don't worry about Bellis. She doesn't have a mind like mine.† â€Å"Are you certain?† Seldon chewed at his lower lip. â€Å"Quite certain. Besides, Mom and Dad have to have someone, too.† Seldon wanted to rejoice, but he couldn't do so openly. There were Raych and Manella. What of them? He said, â€Å"Wanda, what about your parents? Can you be so cold-blooded about them?† â€Å"I'm not cold-blooded. They understand. They realize I must be with you.† â€Å"How did you manage that?† â€Å"I pushed,† said Wanda simply, â€Å"and eventually they came to see it my way. â€Å"You can do that?† â€Å"It wasn't easy.† â€Å"And you did it because-† Seldon paused. Wanda said, â€Å"Because I love you. Of course. And because-â€Å" â€Å"Yes?† â€Å"I must learn psychohistory. I know quite a bit of it already.† â€Å"How?† â€Å"From your mind. From the minds of others at the Project, especially from Uncle Yugo before he died. But it's in rags and tatters, so far. I want the real thing. Grandpa, I want a Prime Radiant of my own.† Her face lit up and her words came quickly, with passion. â€Å"I want to study psychohistory in great detail. Grandpa, you're quite old and quite tired. I'm young and eager. I want to learn all I can, so I can carry on when-â€Å" Seldon said, â€Å"Well, that would be wonderful-if you could do it-but there is no funding anymore. I'll teach you all I can, but-we can't do anything.† â€Å"We'll see, Grandpa. We'll see.†

Effects of Guilt in Crime and Punishment Essay

Guilt is a force in all that has the ability to bring people to insanity. When guilt becomes great enough, the effects it has on people go much deeper than the surface. People’s minds and body’s are overpowered by the guilt that consumes them every second they live with their burden. The devastating effects of guilt are portrayed vividly in Dostoevsky’s fictional but all to real novel Crime and Punishment. In the story, the main character Raskolnikov commits a murder and suffers with the guilt throughout. Eventually his own guilt destroys himself and he is forced to confess. Through Raskolnikov, Dostoevsky bestows on the reader how guilt destroys Raskolnikov’s physical and mental well being, which, in time, leads to complete alienation from society. When one suffers with a great deal of guilt, their physical health quickly deteriorates. Raskolnikov’s physical suffering begins shortly after the murder with delusions and nonsense ravings while constantly drifting in and out of reality. He often goes into a state of â€Å"not completely unconscious† but is in a â€Å"feverish state, sometimes delirious, sometimes half conscious†(98) while blaming it on his previous sickness. Raskolnikov is being destroyed by his guilt. He is unable to physically live in society while he has such a burden constantly looming over him. When in the police station, Raskolnikov hears talk of the murders and with just a reminder of his crime, he quickly becomes weak. When he â€Å"recovered consciousness†(88) the men at the station undoubtedly notice his illness and point out that â€Å"he can barely stand upright.†(89) His guilt has driven him to a serious state of sickness. He can no longer function normally or even keep consciousness when he is reminded of his crime. Raskolnikov can no longer function normally because his guilt has destroyed is physical capabilities so drastically. The mental abilities of a person are stifled when they are suffering with a great deal of guilt. Along with his physical health, Raskolnikov’s mental health quickly deteriorates following the murder. He is in a constant state of mental delirium and has constant ravings that are very irrational.  However, Raskolnikov’s true state is shown when Razumihin tells him â€Å"You are delirious you know!† and Raskolnikov’s response is a bold â€Å"No I am not!†(93) Even though Raskolnikov is in a state of delirium, his problem is so serious because he is totally oblivious to his state and completely denies it when wise, rational men tell him that he is. Raskolnikov’s guilt has taken him from a wise, educated, scholar to being incapable of rational thought. As the story progresses, the guilt becomes increasingly heavier on Raskolnikov’s mind. Others begin to notice this to including Petrovich who describes Raskolnikov as a â€Å"moth near a candle† who will keep â€Å"circling around [him], circling around [him]† all the time â€Å"narrowing the radius more and more, and-whop!†(352) Petrovich is aware of Raskolnikov’s state and he knows that Raskolnikov cannot live with his guilt. He knows like a moth around a candle that it is only a matter of time before the guilt is unbearable and Raskolnikov will have to confess everything. Raskolnikov’s guilt becomes his biggest enemy as it continues to break down his mind and leads him away from normal society. As Raskolnikov becomes torn apart by his guilt, he begins to separate himself from society which leads to complete alienation from everybody. He becomes a man that is so different from everyone around him that he no longer belongs. With â€Å"a sweep of his arm†(96), a drastic realization falls on Raskolnikov as he flings the coin into the water. â€Å"It seemed to him, he had cut himself off from everyone and everything at that moment.†(96) Raskolnikov no longer puts value on what his society values the highest. He is terribly poor and hungry, but throws twenty cockpeckcs into the river and thus destroying any ties he still had with society. Because of his alienation, Raskolnikov is no longer able to express his feelings and emotions with anybody. When Raskolnikov claims of hearing things, Natasha tells him that â€Å"it’s the blood crying in [his] ears.†(96) Unknowingly, she realizes his disconnection from society as she tells him â€Å"when there is no outlet for it and it gets clotted, [he] begins fancying things.†(96) The blood in his ears is a metaphor for his alienation and how when there is no outlet, meaning he has no one to talk to, it clots and he imagines things, which is his state of delirium. As Raskolnikov becomes detached from society, he begins to make his own world in his head where his ideals are  his deciding factors. He even has reason for murder. He convinces himself that â€Å"it wasn’t a human being [he] killed† but rather he believes â€Å"it was a principle!†(223) Raskolnikov believes he has become the world’s superman and truly done a good deed by riding the world of an â€Å"illness†(223) to society. By this point, Raskolnikov has no ties to society as he has created his own value system and believes he has a license to kill. Raskolnikov’s guilt changes him such that he breaks away from society, which snowballs into him being completely alienated with no one who thinks on an equal level. Guilt is the main factor that drives Raskolnikov to insanity which leads to his alienation. Guilt attacks his physical heath making him drift in and out of consciousness, which makes him no longer function normally in society. During this, his mind is being consistently deteriorated by the guilt causing irrational thought. Raskolnikov eventually becomes alienated from society as he no longer thinks or acts like the people around him. Raskolnikov does not improve until he confesses and takes the consequences does he return to normal. Through Raskolnikov, Dostoevsky brilliantly shows the power that guilt truly has on a person.

Strategic Human Resource Management. Performance-Related Pay Systems Essay

Strategic Human Resource Management. Performance-Related Pay Systems - Essay Example The paper tells that within a modern business environment, employers must balance the needs of the business with the requirements of the employees. Human Resource Management (HRM) is an important aspect of this, where employers organise and develop strategies for working with their employees. Many employees work inefficiently, as they have no desire to perform well for the company. This comes from the fact that what is good for the company is not necessarily the same as what is best for the employee. Businesses are generally aiming to make the highest profit possible, while employees are working for the money that they need to live. Performance-related pay is a system in which the company attempts to align the interests of the employees with the interests of the business, by providing employees with incentives to work hard. The exact form of the system differs substantially between different companies, with some offering commission-based pay, some paying employees a certain rate per unit produced and others paying based on team performance. There are many other variations of performance-based pay and it is a popular means of increasing overall output for a business. Performance-related pay is common in Britain and has been used for government employees as well as many large companies. However, despite the popularity of the system, current research is questioning whether performance-related pay is actually effective. Evidence suggests that this may be a mechanism that is useful in some circumstances, and counterproductive in others. The need for performance-related pay In the standard work environment, people work because they need the money, not because they have a strong loyalty for the company. While some individuals may strive to put in effort to make sure that they perform well and that they are an asset to the company, most are content with doing the minimum that is required of them. Because the success of the company does not directly affect their pay che ck, most people have no interest in how well the business does. Research suggests that compensation is the most effective driver of motivation, behaviour and attitude within the workplaces. While forms of compensation vary, money has been shown to be the most influential . Consequently, the money that employers pay their staff members plays a crucial role in maintaining relationships and the development of motivation. Pay is an essential component of the relationship between employer and employee. For the employer, it is an important component of the costs of the company and is used for bringing in new talent as well as maintaining the current labour force. For the employee, pay is used as a way of paying for living expenses, and also represents how valued he is by the employer. A person who receives a higher wage feels that what they do is important, and may put in more effort as a result. In contrast, people who feel that they are being underpaid often do not work hard, and tend t o have low morale which further decreases productivity. The traditional method of wage distribution has been non-performance-related, and pay increases have been related to a range of aspects, such as minimum wages, seniority, the cost of living or the need to retain staff. However, this system does not encourage skill development or employees to work at their maximum potential. Additionally, under this system pay rises were often associated with promotions. This can be difficult, as a person must be promoted in order to receive a pay rise and the number of positions present in a company is limited. Increasing an individual’s pay acts to reinforce positive behaviour, making it more likely that the behaviour will be repeated. Within a company, there are often many individuals that perform the same role, however they differ in terms of knowledge, experience and performance . For a business to remain competitive, it is important that their employees work to their maximum pot

How Does Paid Employment Affect Your Identity Essay - 3

How Does Paid Employment Affect Your Identity - Essay Example Our identity also changes as our surroundings and our roles in it changes, which then translates that it is also what we chose to prioritise, what we rationally chose to fulfil, and what we may prefer to be concerned about (Martin and Barresi, 2003). In another setting, different kinds of people can come together under one larger and unified group that has similar visions and goals. Often called the organisation, it is both an entity and a concept in itself, which links together identity, power, inequality, freedom and knowledge all under a conceptual framework (Knights and Willmott, 2007). The behaviour and interaction of people working within an organisation is called organisational behaviour. It addresses broadly the interaction of people within all types of organisations like business, government, university and service organisations (Singh, 2010). To understand how an individual would behave in a group setting, there is no magic bullet to solve all kinds of organisational kinds. Also, humans have different identities, which would make the study of organisational behaviour even more erratic and unpredictable, hence the need for a multidisciplinary approach which borrows ideas from behavioural sciences, management and other disciplines (Singh, 2010 and Knights and Willmott, 2007). For example, an individual can be studied without considering the organization. But because the organization influences and is influenced by the individual, there is also the need to study something about the organization (Knights and Willmott, 2007). Organizations influence more or less the lives of many people. They provide rules and regulations (governments), source of income (workplace), where individuals are raised and trained (schools, universities), among others (Griffin and Moorhead, 2010). We can also have multiple roles in different organizations (consumers, employees, suppliers, students, owners, etc.). For that, the study of organizational behaviour is deemed important. In an organization, there are employment relations, hierarchy, a division of labor, as well as a degree of permanence or continuity (Knights and Willmott, 2007). Knowing what a person’s role would be in an organization would dictate his or her roles, which would more or less be the same with persons of the same rank in the ladder. The formation of small groups within an organization helps in affirming the roles of members within a particular rank. It also has a powerful effect on the morale, attitude, motivation and work performance of the group members (Singh, 2010). Members of a group associate themselves with their group and this shapes their attitude and behaviour with regards to the organisation. The formation of such groups, when fully harnessed by the top management, will provide the necessary workforce that would have highly effective members with high performance goals. Thus, the participation in such organisations by individuals with different roles would help in d eveloping and confirming their sense of identity within the group (Knights and Willmott, 2007, and Singh, 2010). In an organizational setting, many cultures and ideas are often taught to all, if not most members. For example, a culture of autonomy implemented in a certain workplace could give a sense of empowerment for their employees since they experience a sense of discretion or freedom

Benefit Plan Design Analysis Research Paper Example | Topics and Well Written Essays - 500 words

Benefit Plan Design Analysis - Research Paper Example American Airlines Incorporation believes in arranging its corporate responsibility in the form of responding comprehensively towards its concerns and interests of its stakeholders. The organization seeks for gathering loyalty factor from its customers by constantly realizing and fulfilling their expectations. The benefit programs of American Airlines Incorporation at present are inclusive of primarily traveling privileges, support of ‘work-life’ plans, benefits of health and life, policies of savings and retirement and various programs for training and development of its employees. The traveling privileges provide the benefit to its employees to travel to any place in the world at discounting rates, provided the employees travel by either American Eagle or American. The support programs of the work life in the organization are inclusive of different types of resources for the purpose of accomplishing various needs, both personal as well as professional. The benefit progr ams related to health and life of the employees are inclusive of aiding incompetency of the employees with respect to vision, physical disability and dental among others.

Identifying a Researchable Problem Research Paper

Identifying a Researchable Problem - Research Paper Example During physical activity, the body uses more oxygen than when one is passive. Regular physical activity will therefore lead the body to adapt to providing more and more oxygen into the blood stream. Reports by various scholars point out to the fact that children with reduced mobility have been diagnosed with asthma more than their highly mobile counterparts (Daniels, 2006). This revelation, combined with the fact that sometimes asthma is also common among obese children point out to the possibility that asthma may indeed be controlled through physical activity. This is because physical activity eventually makes the body to adapt to the increased intake of oxygen by developing mechanism which allows increased oxidation of blood. Such mechanism is postulated to be capable of limiting chances of alveoli constriction ad therefore greatly reduce the chances of asthma. Amongst the adolescents, increased physical activity may be seen as one possible way through which asthma may be contained . Statement of General Aims and Objectives The aim of the proposed study is to find out the connection between the role of physical activity and human health. From the fact that the human body usually adapts to conditions around it, this study shall aim at finding out the extent to which teenagers adaption to physical activity may reduce the chances of asthmatic attack for those who are already asthmatic. The paper shall focus on the role of physical activity in treating asthmatic ad related conditions in adolescents. The study shall also focus on what short term benefits physical activity may offer to asthmatic adolescents. The study shall assume that learned physical activity will go a long way to assist adolescents develop healthy lifestyles in their adult lives. Research Questions: Using PICO Model The study shall be conducted based on the guidance from the following research questions: 1. To what extent can asthmatic conditions be attributed to lifestyle? 2. Are adolescents who are less active physically likely to have health complications than their active counterparts? 3. What is the connection between patient diagnosed with asthma and physical mobility? 4. Can increased physical activity reduce the chances of asthmatic attack? 5. Do asthmatic adolescent who are engaged in physical activity show more progress towards recovery from asthmatic attacks? From the research questions, the study shall be conducted under the following hypotheses 1. Asthmatic condition in adolescents are majorly attributed to lifestyles 2. Adolescents who are less active physically are likely to have health complications than their active counterparts 3. Many patients diagnosed with asthma are usually physically inactive 4. Improved physical activity reduces the chances of frequent asthmatic attacks 5. Asthmatic adolescent who are engaged in physical activity are more likely to show more progress towards recovery from asthmatic attacks than those who are passive? Methods The stud y shall aim at working with adolescents. There shall be a need to seek approval from the school and parents from the sample that shall volunteer for the study. Much focus will be based on those adolescents who are already asthmatic. This will especially be so in order that a comparison shall be made possible. For reliability, rather than numbers, the study shall focus on different schools. It is anticipated that the target sample

Principles and Policy by Baumol and Blinder Term Paper

Principles and Policy by Baumol and Blinder - Term Paper Example The evidence is clear as penalties that imposed on high-risk borrowers of up to 2% of the mortgage amount have been diminished or eliminated. Evidently, Americans have witnessed the lowest rates in recent decades due to the fact that homeowners are in scurry to refinance. However, 25% of these homeowners cannot refinance since their mortgage exceeded the value of the home. Since the last crash, Fannie and Freddie were both under the control of the Federal government, a move that had to be conducted in order for the American economy to be stabilized. Currently, the program has not worked up to its potential as only 894,000 borrowers have conducted refinancing in their mortgages through agency. Although many factors affect the outcome, it is clear that Fannie and Freddie Mac are hindrance towards the market as they continue to enact hefty fees and conditions to their customers. It relates to macroeconomics due to the fact that housing bubble continues to grow out of hand. The housing m arket has been in such a turmoil that individuals can start owning homes for $50,000. This act is beneficial because it can lower the interest rates and allow people to pay their mortgages, which can increase the price of homes. Moreover, critics continue to question the effectiveness of the program as it strives to boost the economy since cash flow of borrowers will be induced by investors who possess these bad mortgages. Conducive research indicates that housing market directly impacts the American economy. Real estate economics dictate the economic strategies that are used in the market. The housing economic discusses the business and structural modifications that can potentially ruin the industry. In essence, there is no market equilibrium as the demand for houses has been high even though supply has diminished. This is mainly because of the low price that has continued to haunt the economy. BBC Newt Gingrich, Republican president, has defended the fact that he was never bribed by Fannie Mac. Gingrich was reacting to a report that he earned up to $1.8 million as the consultant from the leading mortgage lender. The former congressman continues to defend the fact that he never lobbied for Freddie Mac. Gingrich has been on the focal point since the elections have been heated up as he is the leader in the Republican polls. Since Freddie Mac is funded by the government, owns and continues to ensure half of US mortgages. This is critical to economics because Freddie Mac is already under strict scope of the government as it continues to struggle. If the accusations are indeed true, then both Freddie Mac and Gingrich can be in huge trouble considering the fact both are huge names in the industry. Gingrich insists that he was hired "strategic advice over a long period of time" to Freddie Mac, although he could not specify exactly how much he was paid. Yet, with the market on the verge of going chaotic, Gingrich is under the microscope for his actions. As mentioned above, Freddie Mac is still imposing high fees to its customers, something that Gingrich should acknowledge and address in his presidential debate. It will be interesting to see whether Gingrich’s reputation increases or decreases in polls. PBS Recently, a couple decided to buy a house which was worth only $1.

Press Release assignment Research Paper Example | Topics and Well Written Essays - 250 words

Press Release assignment - Research Paper Example The next step would be to ensure that the information contained in the press release is true, accurate and has been certified by the company in question. The next step would be to ensure that the news headlines should be catchy to the audience. They want something that they can relate to and that can get their attention. The body copy should be written and it should be written as it should appear in the news story. There should also be clear communication that states out the six major things that would make the reader know everything they need. These five major things would include; what, when, who, where, why and also how (Gorton, 2007). It should be applicable to the audience and clean. Such an announcement of such information should be enhanced across the social society through the use of social networking sites and also other sites that may have a huge fan base. The press release needs to be able to spread the news across another spectrum and this will ensure that the message is passed onto the intended target. In an effort to ensure that it keeps its customer base and attracts more customers, J.C. Penney has offered discounts to those who bring in reusable bags. Some may call this a hoax, but the reality of the matter is that reusable bags brought in will earn the individual a discount. Call it earning money the simple

International Activity of TESCO Case Study Example | Topics and Well Written Essays - 3500 words

International Activity of TESCO - Case Study Example TESCO opened their first Express store in 1994 and now they have over 500 stores selling a range of up to 7,000 lines including fresh produce, wines and spirits and in-store bakery. .(Tesco Core,2005) Metro (approx. 7,000-15,000 sq ft) TESCO opened their first Metro in 1992,bringing the convenience of TESCO to town and city centre locations. Metros cater for thousands of busy customers each week and offer a tailored range of food lines, including ready-meals and sandwiches. .(Tesco Core,2005) Superstore (approx. 20,000-50,000 sq ft) Tesco began opening superstores in the 1970s and during the 1980s and 1990s built a national network, to which additional are being made every year. They have an ongoing programme of extending and refreshing their superstores to improve the overall experience for customers. In recent years they have introduced a number of new non-food ranges into superstores such as DVDs and books. .(Tesco Core,2005) Extra (approx. 60,000 sq ft and above) Since opening their first Extra in 1997,the one-stop destination store has proved extremely popular. Extra stores offer the widest range of food and non-food lines, ranging from electrical equipment to homewares, clothing, health and beauty and seasonal items such as garden furniture. The 100th Extra was opened in 2004 and around twenty new Extras open each year, many from extending existing superstores.(Tesco Core,2005) The TESCO strategy aims for equivalent strength in non-food segment as in its food segment. This has meant that TESCO has been making efforts to offer the same great quality, range, price and service for our customers as they do in our food business. TESCO's widest range of non-food can be seen in Extra stores, including electricals, home entertainment, clothing, health and beauty, stationery, cook shop and soft furnishings, and seasonal goods such as barbecues and garden furniture in the summer. Some of TESCO stores also have opticians and nearly 200 have pharmacies. TESCO's current market share of the nonfood sector is less than 7% and it generates sales in non-food in excess of 6 billion each year in the UK alone. The UK's like-for-like non-food sales growth is currently running at around twice the rate of food. All TESCO stores sell some non-food, with their Superstore and Extra formats offering the biggest choice. By introducing these ranges to more of their

Causes of war in Generals Die in Bed Essay Example | Topics and Well Written Essays - 500 words

Causes of war in Generals Die in Bed - Essay Example From this perspective, this essay will discuss how the causes of war are presented in Generals Die in Bed. The narrator says â€Å"We have learned who our enemies are – the lice, some of our officers, and Death† (Harrison 69). From where the officers are categorized they are by no means casual enemies of peace and, more importantly, not only within the military rankings. This is an implication that war has its original roots in political ideals and trickles down into the military for execution. For instance, the soldiers are given the controversial story about the sinking of the hospital ship Llandovery Castle by German soldiers, which court proceedings later proved otherwise. However, the controversy of the story politicized it, misleading the soldiers into thinking they were on a revenge mission. Further, when the narrator was sent to Britain after being wounded, a hospital orderly told him â€Å"that was bloody murder, brother. Our officers oughta be shot for that. She was carryin’ supplies and war material† (Harrison 48). Two aspects of the novel portray generals and, by extension politicians, as the perpetrators of war. The most notable one is the book’s title. Then, there is the ending where the narrator says â€Å"and when the war is done and youth stone dead, I’d toddle safely home and die - in bed† (Harrison 152). The implication here is that while generals strategize and send soldiers to war (ideally to war against the strategies of opposing generals and effectively the opposing young soldiers), they remain in the comfort of their homes. It is the soldiers who die in the trenches supposedly in a display of patriotism. However, the book’s titles as well as the ending are a statement that the war is in fact protecting the ideals of politicians through the military generals. This notion can still be viewed from the perspective of bureaucracy from the first chapter one day before

Ethnic Marketing in Indonesia Essay Example for Free

Ethnic Marketing in Indonesia Essay Indonesia’s national slogan  « Bhinneka ika tungat.  » that means unity and diversity, is a strong local motto that celebrates differences, specially the demographic one. This slogan was adopted at independence in 1945. This can indicate in a first approach a strongly united population, a country where people are allowed to practice and conserve their ethnic Identity. But this never was the general case in Indonesia. There is this insidious ordinary racism in the country that takes place in their everyday living. Because this sacred diversity is however limited to ethnic groups with claims to a territory: this includes the Javanese, the Sundanese and the Madurese. There are other local groups that are not as significant. For the other groups that can not have the same claims, it is another story especially when it comes to the Chinese Indonesian. Being migrants with powerful and strategic positions, they are often excluded by the population or they exclude themselves. If this is how the Indonesian society can be perceived, it isn’t the same when it comes to the marketing approach. It can be said that it is not that simple to talk about ethnic marketing in Indonesia when it is related to physical characteristics. If the comparison was made with Singapore, It is much easier to identify that a person belongs to a certain ethnic group when she is shown in an advertisement. It becomes more delicate when the ethnic groups have a lot of similarities. Even if Chinese, Indo or Arab origins Indonesians are not accepted everywhere or not recognized as true Indonesian by a part of the society, they still have their place and are represented for marketing purposes. We can give an example of Western Union: For the first Ad, adressed to the chinese Indonesian poulation, the person is an office working man, we would rather think that he has a good salary and is educated. The emphasis here is about the importance of the speed of the transaction. For the second Ad, more adressed to Indonesians with claims of territory, The main character is a little girl that due to the received money, could go to school. It shows the importance that is taking girls education in those groups. When it comes to the language, companies that operate at a national level generally use Indonesian or English for their advertisement campaigns. The use of a specific language related to a group is more likely to stay in the frame of small companies that operates in very restricted areas.

Satisfaction of Occupants in PV 10 Condominium

Satisfaction of Occupants in PV 10 Condominium The Study of Satisfaction Level of Occupants towards the Maintenance and Facilities in PV10 Condominium Chapter 1 Introduction 1.1  Background The population in Malaysia is on a rapid growth and this can be seen in the last three (3) years, 2007 – 2009. According to the Department of Statistics Malaysia, the population growth was from 27.17 million (2007) to 28.31 million (2009). That shows an increase of 1.14 million within three (3) years. This population figure was last updated on the 31 st July 2009. (Department of Statistics Malaysia Official Website, 2009) According to the International and National Context of Growth from the Kuala Lumpur Structure Plan 2020, the figure below illustrates the function of Kuala Lumpur and its conurbation (KLC). The figure illustrates ‘functional pyramid’ for the KLC with more specialised urban functions towards the apex of the pyramid, which represents Kuala Lumpur and more general functions towards its base, representing the remainder of the KLC. (DBKL International and National Context of Growth, 2009) From Figure 1, it is shown that the number of population increases. However, the land area still remains the same. Land scarcity is faced by the people of Kuala Lumpur as more construction works are carried out to meet the demand of the increasing population. The relationship between population and living standard is obvious as the graph shows that the living standard is proportional to the population. According to Datuk Michael Yam (2009), Kuala Lumpur’s 1.7 million population is expected to expand by 30% within the next decade and that the market is getting more sophisticated with consumers demanding more facilities, convenience and built quality to improve their quality of life. (The Star, 28 March 2009) Condominiums are on high demand in a high density area like Kuala Lumpur due to the population increase and at the same time this highly populated area is facing scarcity of land. However, the satisfaction of the occupants in a condominium is important to ensure that developers will be able to continue to expand such projects in their firm. This is because, liberalization or opening up of the market gives wider choices of goods or services for consumers which contribute to their satisfaction. (The Star, 6 July 2009) Therefore, the facilities and maintenance provided in a condominium are important to meet the occupants’ satisfaction towards the condominium they are staying. 1.2  Problem Statement In Malaysia, as the population rises through the years, the construction of condominium development also has to increase to meet the demand of increasing residents. As the latest statistic stated that there is a population of 28.31 million (in 2009), there will also be an increase in land use. (Department of Statistics Malaysia Official Website, 2009) In Kuala Lumpur, despite the softer conditions in the property market construction will still be an on-going process. According to one of the top companies like Sunrise Sdn. Bhd, they expect to perform well in the next two to three years due to its high unbilled sales of RM 1.36 billion. As at July, Sunrise had sold 93% of 10 Mount’ Kiara (MK10) units, 45% of 11 Mount’ Kiara (MK 11), 92% of Solaris Dutamas, 9% of The Residence Phase 2B, 90% of Mont’ Kiara Meridin, 95% of Mont’ Kiara Banyan, and 100% of Kiara Designer Suites-Kiara Walk. (The Star, 29 October 2008) As Sunrise is focusing more on the condominium residential type of construction, it is shown that condominium is still in high demand despite the slow economic flow at the moment. However, there must be certain factors which cause the homebuyers to set their mind on purchasing the condominium of their choice. To successfully compete in the long term, the company must be sure that existing customers are satisfied. Providing superior quality and keeping customers satisfied are rapidly becoming the ways for companies to stand out among the other companies. (Zeljko M. Torbica  and  Robert C. Stroh., 2001) According to the National House Buyers Association, management and maintenance ranked second in the types of complaint in the complaints statistics. (National House Buyers Association, 2006) The complaints statistics is as illustrated in Figure 2. Therefore, it is important to carry out the research about the satisfaction of the occupants in the aspect of the maintenance and facilities provided in a condominium. Besides that, ways of improving the maintenance and facilities from the occupants’ point of view will also be carried out in this research. 1.3  Aim Objectives Aim To look into the satisfaction levels of occupants towards the maintenance and facilities of the condominium. Objectives To determine the satisfaction of occupants in PV 10 Condominium with the maintenance and facilities provided. To determine the ways to improve the maintenance and facilities to increase the satisfaction of occupants in PV10 Condominium. 1.4  Benefits/Importance of Study This study will benefit three parties; consisting of the developer, the management of the condominium and the occupants of condominiums. The developers will be able to plan their construction wisely to increase the demand in houses and preserve the developer’s reputation as it is one of the essential key to success for a developer. On the other hand, occupants or homebuyers will benefit when they are able to purchase and stay in the type of house they wish to have, and to own a worth buying piece of property. Besides that, the management of the condominium will be able to plan their management in the maintenance and facilities offered to the occupants as this is the key to customer satisfaction. 1.5  Scope of Study This case study will be carried out in PV 10, Jalan Genting Kelang, Setapak. There are 4 blocks of condominium in PV10 and they will be taken into consideration for this research. This place is chosen because it is one of the latest condominiums built in one of the highly populated area. Maintenance and facilities offered will be further looked into. The maintenance in the condominium will cover the cleanliness and collection of rubbish maintenance, the lifts operation and lighting maintenance and water maintenance. On the other hand, the facilities in the condominium will cover the recreational facilities such as play ground for children, health facilities and the safety facilities. In addition, another facility which will be looked into will be the car parks provided. Maintenance of facilities will also be explained. 1.6  Research Methodology 1.6.1  Introduction The increase in condominium construction is proportional to the rapid growth of the population in Malaysia. Besides that, land scarcity in high density areas of Kuala Lumpur forces the people to go further into the development of condominiums. 1.6.2  Literature Review Data collected will be secondary type of data collection. They consist of: Books Relevant books will be from the Tunku Abdul Rahman Library and National Library. The type of books will be those under building maintenance, facility management, economy, development, research and dissertation studies, property management and other relevant books to the research study. Magazines and Newspapers Magazines and newspapers used will be from local newspapers and magazines. Newspapers search will be the online type of newspaper. News and updates will be taken based on current issues regarding construction, development, property, and maintenance and facilities management that are reported in the newspapers and magazines. Online resources and Journals Online resources will be from reliable sources which provide reference of research papers such as online journals and articles. Relevant sources to the research studies will be taken into consideration through these websites. Online journals will also be those which are regarding with the research study and are available through the college library website which linked to reliable sources such as Emerald.   1.6.3  Background PV10 will be the place of case study for this research. This condominium is situated at Jalan Genting Kelang. Resources will be obtained from the management of the condominium and the developer of the condominium. 1.6.4  Analysis Primary data will be used in this research and data through this type of data will be analysed. Questionnaire will be selected in order to scrutinize the feedback from the respondent. First, a set of questionnaire will be set. After that, the set of questionnaire will be distributed to occupants in PV10 to get their responds. A selected sample size of 200 will be chosen randomly. SPSS (Statistical Package for the Social Sciences) software will be used to analyse the data. Snowball sampling type will be used to determine the satisfaction of occupants in PV10. This type of sampling is chosen as this sampling design will be given out randomly. Besides that, this study design will increase the number of participants in process. 1.6.5  Conclusion Recommendation Ways of improving the condominium will be suggested base on the data that will be collected. References Author unknown, Department of Statistics Malaysia Official Website. 2009. Population (updated 31 July 2009). Viewed on 2 August 2009. Available from: Author unknown, DBKL. 2009. Kuala Lumpur Structure Plan 2020: International and National Context of Growth. Viewed on 10 July 2009. Available from: Ng, A. 2009. Raising KL’s living standards. Viewed on 10 July 2009. Available from: Tan Sri Abdul Rahman Mamat, 2009. Making sense of liberalisation. Viewed on 10 July 2009. Available from: Author unknown, 2009. Sunrise is confident RM1.3bil in unbilled sales can sustain performance over three years. Viewed 10 July 2009. Available from: Torbica, Zeljko M. and Stroh., Robert C. 2001. ‘Customer satisfaction in home building’. Journal of Construction Engineering and Management. 127(1), pp.82. Author unknown, 2006. Complaints Statistics. Viewed on 10 July 2009. Available from: Chapter 2 Literature Review 2.1  Introduction Looking into the population of the world, it is clear that the population will increase as the years go by. The population in the urban areas will increase while the population in the rural areas will decrease through the years. This can be proven when the United Nations (2008), when the World Urbanization Prospects the 2007 Revision corroborates that the world population will reach a landmark in 2008 for the first time in history, as the urban population will equal the rural population of the world and, from then on, the world population will be urban in its majority. The United Nation (2008) also stated that from the year 2007 to 2050, the world population is expected to increase by 2.5 billion, passing from 6.7 billion to 9.7 billion. At the same time, the population living in urban areas is to gain 3.1 billion in 2007 to 6.4 billion in 2050. Thus, the urban form has interdependently affected the development and the governance of the city. Generally, the population in Malaysia will increase as the years go by. The population in the urban areas will increase and this can be seen in the increasing population of the World – Class City of Kuala Lumpur. The Draft Kuala Lumpur (KL) City Plan 2020 has five (5) core guiding principles that will frame the draft, and one of these principles is Planning ‘For and With’ the People (DBKL, 2009). Density Structure of Kuala Lumpur Strategic Zones Area Sq. Kms Population 2005 Density 2005 (person/ sq. km) Population 2020 Density 2020 (person/ sq. km) City Centre 17.7915 143,000 8,038 245,611 13,805 Figure 4 shows the density structure of Kuala Lumpur. The figure also shows that Wangsa Maju – Maluri which is within the Setapak area, rank the highest in the 2005 data on population. At the same time, the population is expected to increase and become the third highest in population by the year 2020. According to the DBKL (2009), Kuala Lumpur is a city that houses 2.2 million populations and provides employment to 1.4 million people. The City will thus ensure whatever its plans, builds or develop are based on the wants and needs of the people. Furthermore, the Future Population of Kuala Lumpur in DBKL (2009) stressed that Kuala Lumpur must be liveable in order to encourage people to live in the City comfortably and through the plan allows for an additional 600,000 people in the next 12 years. From the Draft KL City Plan 2020, it shows that the satisfaction of the occupants is also taken into consideration when planning of the city is done. Therefore, this research will focus on the satisfaction level of occupants in one of the most populated area, Setapak. In this chapter, there will be reviews on some key words definition regarding the research study from various sources and the various maintenance and facilities which may also include explanation on some of the types of maintenance and function of maintenance. Reports and case studies on maintenance and facilities will also be included in this chapter. 2.1.1  Definitions The satisfaction level of occupants towards the maintenance and facilities in a condominium can be defined as the repair works and the upkeep of a condominium together with the functional things and services provided which fulfil the needs, claim or desire that gives gratification to the occupants or residents of the condominium. Further clarification of this statement can be found through the definition of the key words such as satisfaction, occupants, maintenance, facilities and condominium. 2.1.1.1  Satisfaction Finch (2004) proposed that customer satisfaction with facilities is determined not only by technical performance, but also by â€Å"an intricate set of exchange process†, such as effective communication and management of expectations.  Salleh and Abdul Ghani (2008) also mentioned that residential and neighbourhood satisfaction is an important indicator of housing quality and condition, which affects individuals’ quality of life. Besides that, according to the MSN Encarta Dictionary (2009), satisfaction means happiness with arrangement, which can refer to the happiness with the way that something has been arranged or done. On the other hand, Compact Oxford English Dictionary (2009) defined satisfaction is the state of being satisfied and by the law, it is the payment of a debt of fulfilment of an obligation or claim. In addition, Longman English Dictionary Online (2009) further defines that satisfaction is a feeling of happiness or pleasure when someone gets something that they want, need or have demanded. 2.1.1.2  Occupant The Longman English Dictionary Online (2009) defines occupants as someone who lives in a house, room etc. Meanwhile, MSN Encarta Dictionary (2009) defines occupant as a resident of a place. The Compact Oxford English Dictionary (2009) further clarifies that occupant as a person who occupies a place at a given time. Besides that, according to the Laws of Malaysia (2007), occupier means the person in actual occupation of the building, but, in the case of premises for lodging purposes, does not include a lodger. 2.1.1.3  Maintenance Maintenance is synonymous with controlling the condition of a building so that its pattern lies within specified regions as defined by Lee (White, 1969). The MSN Encarta Dictionary (2009) defines maintenance as the continuing repair work where work that is done regularly to keep a machine, building or piece of equipment in good condition and working order. Compact Oxford English Dictionary (2009) further defines maintenance as the process of maintaining or being maintained. Longman English Dictionary Online (2009) also clarifies in depth that maintenance is the repairs, painting etc. that are necessary to keep something in good condition. In fact, Chanter and Swallow (1996) identified maintenance as actions that relate not only to the physical execution of maintenance work, but also those concerned with its initiation, financing and organisation, and the notion of an acceptable condition. This implies an understanding of the requirements for the effective usage of the building and its parts, which in turn compels broader consideration of building performance from the definition of BS3811 (1984), as it defines maintenance as a combination of any actions carried out to retain an item in, or restore it to an acceptable condition. Besides that, Singh (1996) further defined building maintenance as work undertaken in order to keep, restore or improve every facility, i.e. every part of a building, its services and surrounds to a currently accepted standard, and to sustain the utility and value of facility. 2.1.1.4  Facilties The MSN Encarta Dictionary (2009) defines facility as something with particular function, in which something is designed or created to provide a service or fulfil a need. Besides that, Compact Oxford English Dictionary (2009) defines facility as a building, service, or piece of equipment provided for a particular purpose. Longman English Dictionary Online (2009) further defines facility as a place or building used for a particular activity or industry, or for providing a particular type of service. With these definitions explained from the dictionaries, facilities can be define as services or equipments provided to improve the effectiveness of a building. However, facilities are further clarified by the Charted Institute of Building (CIOB) with the definition that facilities management is an umbrella term under which a wide range of property and user – related functions may be brought together for the benefit of the organisation and its employees as a whole (Flanagan et al., 1995). Meanwhile, Alexander (1996) mentioned in his paper that facilities management is first and foremost about organizational effectiveness. 2.1.1.5  Condominum The House Buyers Association (2009) mentioned that the word â€Å"condominium† comes from the Latin word â€Å"con† which means â€Å"together† and â€Å"dominium, meaning â€Å"property†. There are two parts in this type of property ownership. They are the ownership of the individual unit and joint ownership of the common property, in which the property is shared with other unit owners in the project. The MSN Encarta Dictionary (2009) defines condominium as an individually owned apartment, which is an individually owned unit of real estate, especially an apartment or town house, in a building or on land that is owned in common by the owners of the units. Meanwhile, the Compact Oxford English Dictionary (2009) further defines condominium as a building or complex containing a number of individually owned flats or houses. Longman English Dictionary Online (2009) later defines that condominium is one apartment in a building with several apartments, each of w hich is owned by the people living in it. 2.2  Maintenance In Condominium For the maintenance in condominium in Malaysia, there is an act that was specially gazetted on 12th April 2007 for the purpose of maintaining the condominium and its surrounding, together with the facilities available in the condominium. According to the Laws of Malaysia (2007), under the act 663 building and common property (maintenance and management) act 2007, the act is to provide for proper maintenance and management of building and common property, and for matters incidental thereto. Maintenance in the condominium comprises maintenance of all the common property area in the condominium. The building and common property (maintenance and management) act 2007 further defines common property as development area not comprised in any parcel, such as the structural elements of the building, stairs, stairways, fire escapes, entrances and exits, corridors, lobbies, fixtures and fittings, lifts, refuse chutes, refuse bins, compounds, drains, water tanks, sewers, pipes, wires, cables and ducts that serve more than one parcel, the exterior of all common parts of the building, playing fields and recreational areas, driveways, car parks and parking areas, open spaces, landscape areas, walls and fences, and all other facilities and installations and any part of the land used or capable of being used or enjoyed in common by all the occupiers of the building. Charges which means any money collected by the owner, developer, Body or managing agent from the purchaser for the maintenance and management of the building or land intended for subdivision into parcels and common property, will be taken from the building maintenance account which is also known as building maintenance fund after the account is passed to the Joint Management Body (Laws of Malaysia, 2007). 2.2.1  Types of Maintenance According to Gurjit Singh (1996), generally, maintenance management can be approached in the following ways: Cyclical maintenance: this is maintenance for recurring items such as redecoration. Non-cyclical maintenance: this will apply to the items identified in the condition survey and includes items that need major repairs and replacements. Planned preventive maintenance: this is maintenance which is carried out on regular basis to prevent breakdowns. It has the advantage of predicting the loss of facility to the owner and down-time. Emergency maintenance: this is maintenance which is carried out only when there is a breakdown. It is normally expensive and increases the amount of non – productive time. Chanter and Swallow (1996) further explained the types of maintenance according to definitions given in BS 3811 and produced flow charts to summarise the types of maintenance and decision based types of maintenance as below: (1)  Planned maintenance: This is maintenance organised and carried out with forethought, control and the use of records to a predetermined plan. (2)  Unplanned maintenance: Ad hoc maintenance carried out to no predetermined plan. (3)  Preventive maintenance: Maintenance carried out at predetermined intervals, or corresponding to prescribed criteria, and intended to reduce the probability of failure, or the performance degradation of an item. (4)  Corrective maintenance: Maintenance carried out after failure has occurred, and intended to restore an item to a state in which it can perform its required function. (5)  Emergency maintenance: Maintenance which it is necessary to put in hand immediately to avoid serious consequences. (6)  Condition – based maintenance: Preventive maintenance initiated as a result of knowledge of the condition of an item from routine or continuous monitoring. (7)  Scheduled maintenance: Preventive maintenance carried out to a pre – determined interval of time, number of operations, mileage, etc. Figure 5  Decision based types of maintenance Source: Chanter and Swallow (1996) 2.2.2  Maintenance Function Miles and Syagga (1987) mentioned that the function of maintenance can be divided into three groups. These three groups consist of cleaning and servicing, rectification and repair, and replacement. Both authors also added that cleaning and servicing should be carried out regularly and may be combined with a system of reporting faults, so that repairs can be carried out soon after faults become apparent, thereby avoiding the need for more expensive repairs or even replacement at a later stage. 2.2.3  Malaysias Report On Poor Maintenance According to the report from National House Buyers Association (The Star, 2005), residents of Mount Karunmas Condominium fret over cracks in car park. Residents want the developer or maintenance company of the building to rectify the cracks that have appeared on the beams in the car park. Besides the cracks, there was a water leak from the extension joints which were connected to the slabs. In this case, the developer and the maintenance parties did not deliver their duty and responsibility well despites the complaints from the residents and had pin point each other to take hold of the work. In such case, the matter was brought to the press and the local council and the developer in the end stood up rectify the defects and mentioned that defects were only minor cracks.   In another report regarding to maintenance, there was a statement stating that one of the many issues of public concern is how to develop a strong maintenance culture in Malaysia in the interest of public safety and convenience. There was also an addition stating that Malaysia is known as a country which prides itself on the provision of First World infrastructure but not in terms of its maintenance (The Star,24 June 2009) The Star (2009) also mentioned that poor maintenance of children’s playground can result in accidents and injuries. Besides that, poor maintenance of public buildings and infrastructures can also cause accidents, injuries and also flash floods when roads and public drains are not properly maintained. (The Star, 24 June 2009) When maintenance are not done properly, image of the country is also not preserved as tourist would come to Malaysia to visit and this give a bad image to the country when maintenance are poorly done. According to the Star (24 June 2009) improving a country’s image is not only the responsibility of the Government but also the duty of each citizen who must be civic – minded. According to the Star (7 May 2009) former squatters moved into the Putri Laksamana apartments in Batu Caves had to deal with poor maintenance, cracking tiles, water leakages, sewage problems and even snakes entering their houses for four years. According to Sundramoorthy Veerasamy (2009), when they moved into the apartment which comprises of 400 units, many of the units had cracked floor tiles and water leaking from the roof and pipes. There were also drainage and garbage problem, and even though the Selayang Municipal Council (MPS) promised to solve the problem, it has been eight months since the problem have not been solved (Sundramoorthy Veerasamy, 2009). Sundramoorthy (2009) also mentioned that they are losing faith in the councillors and state government finding a solution. From this, Government should be able to come out with a solution to help these residents as they are also the citizens of Malaysia and deserve to live in a properly maintained place. Poor maintenance can also lead to criminal activities. According to the Star (7 May 2009) criminal activities like snatch thefts, break-ins, and motorcycle and car thefts are rampant there and drug addicts and pushers also haunt the area of the apartment. MPS councillor Gopalan Krishnan Rajoo (2009) also mentioned that because there is no Joint Management Body (JMB) for the apartment, it is difficult to solve the problems and residents were urged to form the JMB to bring up the residents’ problems so that they can be solved easily. From this report, it is shown that forming a JMB in a community is important to solve certain problems and that increase in poor maintenance also would increase the crime rate in the area. 2.2.4  Case Study of Poor Maintenance Abdulmohsen Al – Hammad, Sadi Assaf and Mansoor Al – Shihah (1997) in their research which outlines the defects and faults during the design stage that affect building maintenance in Saudi Arabia and their relative degree of importance, came out with a table on the level of importance of design defects on building maintenance. The following tables show the result from the questionnaire done from their research on the defects. From the table above, the maintenance practicality and adequacy which is one of the defect groups rank the highest among the owners. When maintenance are not planned and done adequately, there will be defects and the defects will worsen causing the building to be not safe for the occupants and even aesthetically affected. 2.3  Facilties In Condominium In Malaysia, there are many types of facilities available in a condominium. The National House Buyers Association (2009) mentioned that there are many facilities and services in a condominium, such as lifts, swimming pool, gym, tennis court, landscaped gardens and even security services. Further explanation was that these facilities and services are expensive to maintain. Facilities are actually one of the important key aspects which purchasers will look into when buying a condominium. This is because purchasers have to understand that they when purchasing a unit of the condominium, two things are bought. These two things are the individual unit and the common property which includes all the facilities available in the condominium. Nowadays, facilities play a big role in portraying the image of the condominium. Besides that, facilities available in a condominium also determine and set a standard to the condominium. This can be seen when the low – end condominiums and high – end condominiums are being compared. Types of facilities available will be very different for both types of condominium, where the facilities in the high – end condominiums are more and much better than those of low – end condominiums. 2.3.1  Malaysias Report On Facilities National House Buyers Association (The Star, 2008) reported that hairline cracks have appeared on pillars and car park areas of the Sri Gotong apartment block in Batu Caves for the past year. One of the occupants, Abd Rahman Suraiman, mentioned that the management company Benih Kencana Sdn. Bhd. Should act fast to prevent the situation from getting worse. According to Rahman, who is secretary of the Sri Gotong Apartment Batu Caves Pro – tem Committee, the apartment was supposed to have condominium facilities like swimming pool, recreational area and sauna, but such facilities were lacking and the place was not properly maintained. Rahman also mentioned that the sauna room is locked, the gymnasium equipment is damaged and ever since he started staying there, one of the lifts stopped working and has yet to be repair. This report shows that lacking of facilities in a condominium will also cause dissatisfaction to the occupants. Thus, this kind of problem gives the condominium a bad image. In another report from the National House Buyers Association (The Star, 2004) stated that the local authorities are often hampered in their efforts to build sports facilities when developers, in fulfilling the requirement of providing open areas, allocate land that is too small or narrow. The report also added that local authorities wanted to provide more recreational facilities, especially in housing estates, but were unable to do so in some areas due to the lack of land. Developers would usually tell local authorities that they had carried out their responsibility by providing recreational through building playgrounds which are meant for younger children and this leaves teenagers without a proper place for recreation. According to the report, this could more likely cause teenagers. Therefore, it is wise that the developers to allocate Satisfaction of Occupants in PV 10 Condominium Satisfaction of Occupants in PV 10 Condominium The Study of Satisfaction Level of Occupants towards the Maintenance and Facilities in PV10 Condominium Chapter 1 Introduction 1.1  Background The population in Malaysia is on a rapid growth and this can be seen in the last three (3) years, 2007 – 2009. According to the Department of Statistics Malaysia, the population growth was from 27.17 million (2007) to 28.31 million (2009). That shows an increase of 1.14 million within three (3) years. This population figure was last updated on the 31 st July 2009. (Department of Statistics Malaysia Official Website, 2009) According to the International and National Context of Growth from the Kuala Lumpur Structure Plan 2020, the figure below illustrates the function of Kuala Lumpur and its conurbation (KLC). The figure illustrates ‘functional pyramid’ for the KLC with more specialised urban functions towards the apex of the pyramid, which represents Kuala Lumpur and more general functions towards its base, representing the remainder of the KLC. (DBKL International and National Context of Growth, 2009) From Figure 1, it is shown that the number of population increases. However, the land area still remains the same. Land scarcity is faced by the people of Kuala Lumpur as more construction works are carried out to meet the demand of the increasing population. The relationship between population and living standard is obvious as the graph shows that the living standard is proportional to the population. According to Datuk Michael Yam (2009), Kuala Lumpur’s 1.7 million population is expected to expand by 30% within the next decade and that the market is getting more sophisticated with consumers demanding more facilities, convenience and built quality to improve their quality of life. (The Star, 28 March 2009) Condominiums are on high demand in a high density area like Kuala Lumpur due to the population increase and at the same time this highly populated area is facing scarcity of land. However, the satisfaction of the occupants in a condominium is important to ensure that developers will be able to continue to expand such projects in their firm. This is because, liberalization or opening up of the market gives wider choices of goods or services for consumers which contribute to their satisfaction. (The Star, 6 July 2009) Therefore, the facilities and maintenance provided in a condominium are important to meet the occupants’ satisfaction towards the condominium they are staying. 1.2  Problem Statement In Malaysia, as the population rises through the years, the construction of condominium development also has to increase to meet the demand of increasing residents. As the latest statistic stated that there is a population of 28.31 million (in 2009), there will also be an increase in land use. (Department of Statistics Malaysia Official Website, 2009) In Kuala Lumpur, despite the softer conditions in the property market construction will still be an on-going process. According to one of the top companies like Sunrise Sdn. Bhd, they expect to perform well in the next two to three years due to its high unbilled sales of RM 1.36 billion. As at July, Sunrise had sold 93% of 10 Mount’ Kiara (MK10) units, 45% of 11 Mount’ Kiara (MK 11), 92% of Solaris Dutamas, 9% of The Residence Phase 2B, 90% of Mont’ Kiara Meridin, 95% of Mont’ Kiara Banyan, and 100% of Kiara Designer Suites-Kiara Walk. (The Star, 29 October 2008) As Sunrise is focusing more on the condominium residential type of construction, it is shown that condominium is still in high demand despite the slow economic flow at the moment. However, there must be certain factors which cause the homebuyers to set their mind on purchasing the condominium of their choice. To successfully compete in the long term, the company must be sure that existing customers are satisfied. Providing superior quality and keeping customers satisfied are rapidly becoming the ways for companies to stand out among the other companies. (Zeljko M. Torbica  and  Robert C. Stroh., 2001) According to the National House Buyers Association, management and maintenance ranked second in the types of complaint in the complaints statistics. (National House Buyers Association, 2006) The complaints statistics is as illustrated in Figure 2. Therefore, it is important to carry out the research about the satisfaction of the occupants in the aspect of the maintenance and facilities provided in a condominium. Besides that, ways of improving the maintenance and facilities from the occupants’ point of view will also be carried out in this research. 1.3  Aim Objectives Aim To look into the satisfaction levels of occupants towards the maintenance and facilities of the condominium. Objectives To determine the satisfaction of occupants in PV 10 Condominium with the maintenance and facilities provided. To determine the ways to improve the maintenance and facilities to increase the satisfaction of occupants in PV10 Condominium. 1.4  Benefits/Importance of Study This study will benefit three parties; consisting of the developer, the management of the condominium and the occupants of condominiums. The developers will be able to plan their construction wisely to increase the demand in houses and preserve the developer’s reputation as it is one of the essential key to success for a developer. On the other hand, occupants or homebuyers will benefit when they are able to purchase and stay in the type of house they wish to have, and to own a worth buying piece of property. Besides that, the management of the condominium will be able to plan their management in the maintenance and facilities offered to the occupants as this is the key to customer satisfaction. 1.5  Scope of Study This case study will be carried out in PV 10, Jalan Genting Kelang, Setapak. There are 4 blocks of condominium in PV10 and they will be taken into consideration for this research. This place is chosen because it is one of the latest condominiums built in one of the highly populated area. Maintenance and facilities offered will be further looked into. The maintenance in the condominium will cover the cleanliness and collection of rubbish maintenance, the lifts operation and lighting maintenance and water maintenance. On the other hand, the facilities in the condominium will cover the recreational facilities such as play ground for children, health facilities and the safety facilities. In addition, another facility which will be looked into will be the car parks provided. Maintenance of facilities will also be explained. 1.6  Research Methodology 1.6.1  Introduction The increase in condominium construction is proportional to the rapid growth of the population in Malaysia. Besides that, land scarcity in high density areas of Kuala Lumpur forces the people to go further into the development of condominiums. 1.6.2  Literature Review Data collected will be secondary type of data collection. They consist of: Books Relevant books will be from the Tunku Abdul Rahman Library and National Library. The type of books will be those under building maintenance, facility management, economy, development, research and dissertation studies, property management and other relevant books to the research study. Magazines and Newspapers Magazines and newspapers used will be from local newspapers and magazines. Newspapers search will be the online type of newspaper. News and updates will be taken based on current issues regarding construction, development, property, and maintenance and facilities management that are reported in the newspapers and magazines. Online resources and Journals Online resources will be from reliable sources which provide reference of research papers such as online journals and articles. Relevant sources to the research studies will be taken into consideration through these websites. Online journals will also be those which are regarding with the research study and are available through the college library website which linked to reliable sources such as Emerald.   1.6.3  Background PV10 will be the place of case study for this research. This condominium is situated at Jalan Genting Kelang. Resources will be obtained from the management of the condominium and the developer of the condominium. 1.6.4  Analysis Primary data will be used in this research and data through this type of data will be analysed. Questionnaire will be selected in order to scrutinize the feedback from the respondent. First, a set of questionnaire will be set. After that, the set of questionnaire will be distributed to occupants in PV10 to get their responds. A selected sample size of 200 will be chosen randomly. SPSS (Statistical Package for the Social Sciences) software will be used to analyse the data. Snowball sampling type will be used to determine the satisfaction of occupants in PV10. This type of sampling is chosen as this sampling design will be given out randomly. Besides that, this study design will increase the number of participants in process. 1.6.5  Conclusion Recommendation Ways of improving the condominium will be suggested base on the data that will be collected. References Author unknown, Department of Statistics Malaysia Official Website. 2009. Population (updated 31 July 2009). Viewed on 2 August 2009. Available from: Author unknown, DBKL. 2009. Kuala Lumpur Structure Plan 2020: International and National Context of Growth. Viewed on 10 July 2009. Available from: Ng, A. 2009. Raising KL’s living standards. Viewed on 10 July 2009. Available from: Tan Sri Abdul Rahman Mamat, 2009. Making sense of liberalisation. Viewed on 10 July 2009. Available from: Author unknown, 2009. Sunrise is confident RM1.3bil in unbilled sales can sustain performance over three years. Viewed 10 July 2009. Available from: Torbica, Zeljko M. and Stroh., Robert C. 2001. ‘Customer satisfaction in home building’. Journal of Construction Engineering and Management. 127(1), pp.82. Author unknown, 2006. Complaints Statistics. Viewed on 10 July 2009. Available from: Chapter 2 Literature Review 2.1  Introduction Looking into the population of the world, it is clear that the population will increase as the years go by. The population in the urban areas will increase while the population in the rural areas will decrease through the years. This can be proven when the United Nations (2008), when the World Urbanization Prospects the 2007 Revision corroborates that the world population will reach a landmark in 2008 for the first time in history, as the urban population will equal the rural population of the world and, from then on, the world population will be urban in its majority. The United Nation (2008) also stated that from the year 2007 to 2050, the world population is expected to increase by 2.5 billion, passing from 6.7 billion to 9.7 billion. At the same time, the population living in urban areas is to gain 3.1 billion in 2007 to 6.4 billion in 2050. Thus, the urban form has interdependently affected the development and the governance of the city. Generally, the population in Malaysia will increase as the years go by. The population in the urban areas will increase and this can be seen in the increasing population of the World – Class City of Kuala Lumpur. The Draft Kuala Lumpur (KL) City Plan 2020 has five (5) core guiding principles that will frame the draft, and one of these principles is Planning ‘For and With’ the People (DBKL, 2009). Density Structure of Kuala Lumpur Strategic Zones Area Sq. Kms Population 2005 Density 2005 (person/ sq. km) Population 2020 Density 2020 (person/ sq. km) City Centre 17.7915 143,000 8,038 245,611 13,805 Figure 4 shows the density structure of Kuala Lumpur. The figure also shows that Wangsa Maju – Maluri which is within the Setapak area, rank the highest in the 2005 data on population. At the same time, the population is expected to increase and become the third highest in population by the year 2020. According to the DBKL (2009), Kuala Lumpur is a city that houses 2.2 million populations and provides employment to 1.4 million people. The City will thus ensure whatever its plans, builds or develop are based on the wants and needs of the people. Furthermore, the Future Population of Kuala Lumpur in DBKL (2009) stressed that Kuala Lumpur must be liveable in order to encourage people to live in the City comfortably and through the plan allows for an additional 600,000 people in the next 12 years. From the Draft KL City Plan 2020, it shows that the satisfaction of the occupants is also taken into consideration when planning of the city is done. Therefore, this research will focus on the satisfaction level of occupants in one of the most populated area, Setapak. In this chapter, there will be reviews on some key words definition regarding the research study from various sources and the various maintenance and facilities which may also include explanation on some of the types of maintenance and function of maintenance. Reports and case studies on maintenance and facilities will also be included in this chapter. 2.1.1  Definitions The satisfaction level of occupants towards the maintenance and facilities in a condominium can be defined as the repair works and the upkeep of a condominium together with the functional things and services provided which fulfil the needs, claim or desire that gives gratification to the occupants or residents of the condominium. Further clarification of this statement can be found through the definition of the key words such as satisfaction, occupants, maintenance, facilities and condominium. 2.1.1.1  Satisfaction Finch (2004) proposed that customer satisfaction with facilities is determined not only by technical performance, but also by â€Å"an intricate set of exchange process†, such as effective communication and management of expectations.  Salleh and Abdul Ghani (2008) also mentioned that residential and neighbourhood satisfaction is an important indicator of housing quality and condition, which affects individuals’ quality of life. Besides that, according to the MSN Encarta Dictionary (2009), satisfaction means happiness with arrangement, which can refer to the happiness with the way that something has been arranged or done. On the other hand, Compact Oxford English Dictionary (2009) defined satisfaction is the state of being satisfied and by the law, it is the payment of a debt of fulfilment of an obligation or claim. In addition, Longman English Dictionary Online (2009) further defines that satisfaction is a feeling of happiness or pleasure when someone gets something that they want, need or have demanded. 2.1.1.2  Occupant The Longman English Dictionary Online (2009) defines occupants as someone who lives in a house, room etc. Meanwhile, MSN Encarta Dictionary (2009) defines occupant as a resident of a place. The Compact Oxford English Dictionary (2009) further clarifies that occupant as a person who occupies a place at a given time. Besides that, according to the Laws of Malaysia (2007), occupier means the person in actual occupation of the building, but, in the case of premises for lodging purposes, does not include a lodger. 2.1.1.3  Maintenance Maintenance is synonymous with controlling the condition of a building so that its pattern lies within specified regions as defined by Lee (White, 1969). The MSN Encarta Dictionary (2009) defines maintenance as the continuing repair work where work that is done regularly to keep a machine, building or piece of equipment in good condition and working order. Compact Oxford English Dictionary (2009) further defines maintenance as the process of maintaining or being maintained. Longman English Dictionary Online (2009) also clarifies in depth that maintenance is the repairs, painting etc. that are necessary to keep something in good condition. In fact, Chanter and Swallow (1996) identified maintenance as actions that relate not only to the physical execution of maintenance work, but also those concerned with its initiation, financing and organisation, and the notion of an acceptable condition. This implies an understanding of the requirements for the effective usage of the building and its parts, which in turn compels broader consideration of building performance from the definition of BS3811 (1984), as it defines maintenance as a combination of any actions carried out to retain an item in, or restore it to an acceptable condition. Besides that, Singh (1996) further defined building maintenance as work undertaken in order to keep, restore or improve every facility, i.e. every part of a building, its services and surrounds to a currently accepted standard, and to sustain the utility and value of facility. 2.1.1.4  Facilties The MSN Encarta Dictionary (2009) defines facility as something with particular function, in which something is designed or created to provide a service or fulfil a need. Besides that, Compact Oxford English Dictionary (2009) defines facility as a building, service, or piece of equipment provided for a particular purpose. Longman English Dictionary Online (2009) further defines facility as a place or building used for a particular activity or industry, or for providing a particular type of service. With these definitions explained from the dictionaries, facilities can be define as services or equipments provided to improve the effectiveness of a building. However, facilities are further clarified by the Charted Institute of Building (CIOB) with the definition that facilities management is an umbrella term under which a wide range of property and user – related functions may be brought together for the benefit of the organisation and its employees as a whole (Flanagan et al., 1995). Meanwhile, Alexander (1996) mentioned in his paper that facilities management is first and foremost about organizational effectiveness. 2.1.1.5  Condominum The House Buyers Association (2009) mentioned that the word â€Å"condominium† comes from the Latin word â€Å"con† which means â€Å"together† and â€Å"dominium, meaning â€Å"property†. There are two parts in this type of property ownership. They are the ownership of the individual unit and joint ownership of the common property, in which the property is shared with other unit owners in the project. The MSN Encarta Dictionary (2009) defines condominium as an individually owned apartment, which is an individually owned unit of real estate, especially an apartment or town house, in a building or on land that is owned in common by the owners of the units. Meanwhile, the Compact Oxford English Dictionary (2009) further defines condominium as a building or complex containing a number of individually owned flats or houses. Longman English Dictionary Online (2009) later defines that condominium is one apartment in a building with several apartments, each of w hich is owned by the people living in it. 2.2  Maintenance In Condominium For the maintenance in condominium in Malaysia, there is an act that was specially gazetted on 12th April 2007 for the purpose of maintaining the condominium and its surrounding, together with the facilities available in the condominium. According to the Laws of Malaysia (2007), under the act 663 building and common property (maintenance and management) act 2007, the act is to provide for proper maintenance and management of building and common property, and for matters incidental thereto. Maintenance in the condominium comprises maintenance of all the common property area in the condominium. The building and common property (maintenance and management) act 2007 further defines common property as development area not comprised in any parcel, such as the structural elements of the building, stairs, stairways, fire escapes, entrances and exits, corridors, lobbies, fixtures and fittings, lifts, refuse chutes, refuse bins, compounds, drains, water tanks, sewers, pipes, wires, cables and ducts that serve more than one parcel, the exterior of all common parts of the building, playing fields and recreational areas, driveways, car parks and parking areas, open spaces, landscape areas, walls and fences, and all other facilities and installations and any part of the land used or capable of being used or enjoyed in common by all the occupiers of the building. Charges which means any money collected by the owner, developer, Body or managing agent from the purchaser for the maintenance and management of the building or land intended for subdivision into parcels and common property, will be taken from the building maintenance account which is also known as building maintenance fund after the account is passed to the Joint Management Body (Laws of Malaysia, 2007). 2.2.1  Types of Maintenance According to Gurjit Singh (1996), generally, maintenance management can be approached in the following ways: Cyclical maintenance: this is maintenance for recurring items such as redecoration. Non-cyclical maintenance: this will apply to the items identified in the condition survey and includes items that need major repairs and replacements. Planned preventive maintenance: this is maintenance which is carried out on regular basis to prevent breakdowns. It has the advantage of predicting the loss of facility to the owner and down-time. Emergency maintenance: this is maintenance which is carried out only when there is a breakdown. It is normally expensive and increases the amount of non – productive time. Chanter and Swallow (1996) further explained the types of maintenance according to definitions given in BS 3811 and produced flow charts to summarise the types of maintenance and decision based types of maintenance as below: (1)  Planned maintenance: This is maintenance organised and carried out with forethought, control and the use of records to a predetermined plan. (2)  Unplanned maintenance: Ad hoc maintenance carried out to no predetermined plan. (3)  Preventive maintenance: Maintenance carried out at predetermined intervals, or corresponding to prescribed criteria, and intended to reduce the probability of failure, or the performance degradation of an item. (4)  Corrective maintenance: Maintenance carried out after failure has occurred, and intended to restore an item to a state in which it can perform its required function. (5)  Emergency maintenance: Maintenance which it is necessary to put in hand immediately to avoid serious consequences. (6)  Condition – based maintenance: Preventive maintenance initiated as a result of knowledge of the condition of an item from routine or continuous monitoring. (7)  Scheduled maintenance: Preventive maintenance carried out to a pre – determined interval of time, number of operations, mileage, etc. Figure 5  Decision based types of maintenance Source: Chanter and Swallow (1996) 2.2.2  Maintenance Function Miles and Syagga (1987) mentioned that the function of maintenance can be divided into three groups. These three groups consist of cleaning and servicing, rectification and repair, and replacement. Both authors also added that cleaning and servicing should be carried out regularly and may be combined with a system of reporting faults, so that repairs can be carried out soon after faults become apparent, thereby avoiding the need for more expensive repairs or even replacement at a later stage. 2.2.3  Malaysias Report On Poor Maintenance According to the report from National House Buyers Association (The Star, 2005), residents of Mount Karunmas Condominium fret over cracks in car park. Residents want the developer or maintenance company of the building to rectify the cracks that have appeared on the beams in the car park. Besides the cracks, there was a water leak from the extension joints which were connected to the slabs. In this case, the developer and the maintenance parties did not deliver their duty and responsibility well despites the complaints from the residents and had pin point each other to take hold of the work. In such case, the matter was brought to the press and the local council and the developer in the end stood up rectify the defects and mentioned that defects were only minor cracks.   In another report regarding to maintenance, there was a statement stating that one of the many issues of public concern is how to develop a strong maintenance culture in Malaysia in the interest of public safety and convenience. There was also an addition stating that Malaysia is known as a country which prides itself on the provision of First World infrastructure but not in terms of its maintenance (The Star,24 June 2009) The Star (2009) also mentioned that poor maintenance of children’s playground can result in accidents and injuries. Besides that, poor maintenance of public buildings and infrastructures can also cause accidents, injuries and also flash floods when roads and public drains are not properly maintained. (The Star, 24 June 2009) When maintenance are not done properly, image of the country is also not preserved as tourist would come to Malaysia to visit and this give a bad image to the country when maintenance are poorly done. According to the Star (24 June 2009) improving a country’s image is not only the responsibility of the Government but also the duty of each citizen who must be civic – minded. According to the Star (7 May 2009) former squatters moved into the Putri Laksamana apartments in Batu Caves had to deal with poor maintenance, cracking tiles, water leakages, sewage problems and even snakes entering their houses for four years. According to Sundramoorthy Veerasamy (2009), when they moved into the apartment which comprises of 400 units, many of the units had cracked floor tiles and water leaking from the roof and pipes. There were also drainage and garbage problem, and even though the Selayang Municipal Council (MPS) promised to solve the problem, it has been eight months since the problem have not been solved (Sundramoorthy Veerasamy, 2009). Sundramoorthy (2009) also mentioned that they are losing faith in the councillors and state government finding a solution. From this, Government should be able to come out with a solution to help these residents as they are also the citizens of Malaysia and deserve to live in a properly maintained place. Poor maintenance can also lead to criminal activities. According to the Star (7 May 2009) criminal activities like snatch thefts, break-ins, and motorcycle and car thefts are rampant there and drug addicts and pushers also haunt the area of the apartment. MPS councillor Gopalan Krishnan Rajoo (2009) also mentioned that because there is no Joint Management Body (JMB) for the apartment, it is difficult to solve the problems and residents were urged to form the JMB to bring up the residents’ problems so that they can be solved easily. From this report, it is shown that forming a JMB in a community is important to solve certain problems and that increase in poor maintenance also would increase the crime rate in the area. 2.2.4  Case Study of Poor Maintenance Abdulmohsen Al – Hammad, Sadi Assaf and Mansoor Al – Shihah (1997) in their research which outlines the defects and faults during the design stage that affect building maintenance in Saudi Arabia and their relative degree of importance, came out with a table on the level of importance of design defects on building maintenance. The following tables show the result from the questionnaire done from their research on the defects. From the table above, the maintenance practicality and adequacy which is one of the defect groups rank the highest among the owners. When maintenance are not planned and done adequately, there will be defects and the defects will worsen causing the building to be not safe for the occupants and even aesthetically affected. 2.3  Facilties In Condominium In Malaysia, there are many types of facilities available in a condominium. The National House Buyers Association (2009) mentioned that there are many facilities and services in a condominium, such as lifts, swimming pool, gym, tennis court, landscaped gardens and even security services. Further explanation was that these facilities and services are expensive to maintain. Facilities are actually one of the important key aspects which purchasers will look into when buying a condominium. This is because purchasers have to understand that they when purchasing a unit of the condominium, two things are bought. These two things are the individual unit and the common property which includes all the facilities available in the condominium. Nowadays, facilities play a big role in portraying the image of the condominium. Besides that, facilities available in a condominium also determine and set a standard to the condominium. This can be seen when the low – end condominiums and high – end condominiums are being compared. Types of facilities available will be very different for both types of condominium, where the facilities in the high – end condominiums are more and much better than those of low – end condominiums. 2.3.1  Malaysias Report On Facilities National House Buyers Association (The Star, 2008) reported that hairline cracks have appeared on pillars and car park areas of the Sri Gotong apartment block in Batu Caves for the past year. One of the occupants, Abd Rahman Suraiman, mentioned that the management company Benih Kencana Sdn. Bhd. Should act fast to prevent the situation from getting worse. According to Rahman, who is secretary of the Sri Gotong Apartment Batu Caves Pro – tem Committee, the apartment was supposed to have condominium facilities like swimming pool, recreational area and sauna, but such facilities were lacking and the place was not properly maintained. Rahman also mentioned that the sauna room is locked, the gymnasium equipment is damaged and ever since he started staying there, one of the lifts stopped working and has yet to be repair. This report shows that lacking of facilities in a condominium will also cause dissatisfaction to the occupants. Thus, this kind of problem gives the condominium a bad image. In another report from the National House Buyers Association (The Star, 2004) stated that the local authorities are often hampered in their efforts to build sports facilities when developers, in fulfilling the requirement of providing open areas, allocate land that is too small or narrow. The report also added that local authorities wanted to provide more recreational facilities, especially in housing estates, but were unable to do so in some areas due to the lack of land. Developers would usually tell local authorities that they had carried out their responsibility by providing recreational through building playgrounds which are meant for younger children and this leaves teenagers without a proper place for recreation. According to the report, this could more likely cause teenagers. Therefore, it is wise that the developers to allocate