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Teri Bernstein, MBA, CPA has been teaching full time in the Business Department of Santa Monica College since 1985.  Prior to that, she worked in Internal Audit and Special Financial Projects for the 1984 Los Angeles Olympics, CBS, Inc., and Coopers & Lybrand (which is now part of PricewaterhouseCoopers).  She attended the University of Michigan and Wayne State University.


  • Stop doing these 8 things for a better work day

    Increasing productivity and managing interfaces are obviously business goals in manufacturing operations and in service businesses with billable hours. But productivity and interpersonal interactions in an office setting are vitally important to an individual's career growth as well. Here are some suggestions from a recent column from Inc. magazine's website: Don't check your smartphone while you are having a conversation with someone. Pay attention. Be present. Let the other person know they are important. Don't multi-task during a meeting--treat the meeting with importance. Don't think about celebrities others who have no impact on your life...the people who actually ARE in your life are the ones who will help you grow and succeed. Don't let your phone interrupt you with notifications of every email, tweet and message. You be in charge, and check your phone periodically when it is convenient for you. Don't dwell on the past--learn from your mistakes and then take a breath and turn your thoughts to something else if your brain tries to start re-writing history, or makes you tense by dwelling on errors. " The past is just training ." Don't wait till you are certain of success...just act with the intention of doing your best. You don't want to miss opportunities. Don't talk about anyone behind their back. Don't say "Yes" when you mean "No." It's easier if you also remember this saying as well: " No" is a complete sentence. Don't try to convince yourself by giving excuses to someone else. It might be hard to say "No" but it is even harder to live through all the moments that result from saying "Yes" to something that doesn't work for you. Source: " 8 things you should NOT do every day, " Jeff Haden, Inc.com , April 8, 2013. Follow up: Which of these suggestions might you consider? What additional "bad habits" are hampering you at work or school on a daily basis?
  • Co-worker "good looking"? Keep it to yourself...

    image from whotv.com A few days ago at a fundraiser, President Obama said that Kamala Harris, the Attorney General of California, was " by far the best-looking attorney general in the country ." The President apologized the next day, and it seemed to be no big deal, but some research has indicated that even positive comments--judgments of ANY kind--can have a negative impact on how the person receiving the compliment is perceived. In the study cited in the article below, the person being complimented was a woman. The research was set up like this: subjects were shown similar biographies of two hypothetical Congressional candidates--Dan and Jane. No physical description of either candidate was given. Jane was preferred slightly (49%-48%). Then, in another version, there was a "neutral description of Jane's appearance"; she trailed by 5%. In Version 3, there was a positive physical description of Jane: Jane trailed by 13 %. In Version 4, there was a negative physical description of Jane: Jane also trailed by about 13 %. Go figure... any physical description of Jane, the female candidate, caused her potential success to decline. The study's authors concluded that " even a complimentary comment like Obama's is both inappropriate and damaging in a professional setting. It primes people to think of a woman's appearance, and that's apparently enough to keep them from thinking about her actual qualifications ." I'd like to see another study done where the man's physical appearance was remarked upon, and see what the results are in that case. Sources: " Here's Why 'Good Looking' Is Wrong and Damaging , " by Kevin Drum, Mother Jones, April 8, 2013. " Name it. Change It. Women's Media Center. She Should Run " survey by Chesapeake Beach Consulting, Lake Research Partners. [pdf file--open with Google Chrome if using a Mac] ThinkProgress Follow up: Think of a work or classroom situation where you have observed or been given a compliment that has made you (or someone else) uncomfortable. What are the social dynamics at play in such a situation? What were the job classifications and relative "rank" of the individuals involved. Have you ever intervened or spoken up when an inappropriate comment has been made--either a compliment or something more damaging? What was the situation? What are the choices a person or bystander has in a situation like this, and what are the pros and cons of each course of action? Would this type of comment be considered "sexual harassment" in your workplace or school environment? What are the parameters for interpersonal conduct where you work or go to school?
  • Human frailty foils risk management models

    image from www.hu-tech.co.uk Risk management calculations really ARE "rocket science." The discipline attempts to quantify risks in workplace and product safety, as well as manage assets over the long term to provide employee benefits and adequate capital for growth or periods of economic stagnation. The portion of the risk management department that involves workplace safety is usually well-attuned to the human factors that can make the best of plans go haywire. But on the finance side, the investment banking models that use algorithms to predict world markets, economic trends and changing demographics can be very esoteric, very math-oriented and very out-of-touch with human factors that can derail the models. John Breit , a Columbia-trained physicist, has been a risk manager in the investment banking mode for 25 years. He was part of the wave of mathematical modelling professionals that displaced, to some degree, the "old boys' network" that ran the big investment firms prior to the 1980's. According to some observers, the mathematical modelling and the "smart guys' hubris " is what has caused the financial debacles since 2000. Breit observed that something else was going on. He saw that the mathematical models--which the traders and executives did not understand--were used to hide the risk and prevent the traders and executives from questioning the models and providing information feedback from their "human intelligence" about what was happening in the markets. Breit thinks that the regulatory and compliance models that require managers to do check of boxes on forms prevents or at least discourages them from providing substantive feedback about growing mistrust or human "gut feelings." Breit feels that the emphasis on avoiding being blamed is preventing open discussions and brainstorming possible risks. So traders feel isolated, but still under pressure to produce big gains, so they are vulnerable to a too-positive projection. If the details of risk management are not your cup of tea, but you still want a generalist's overview of the investment side of risk management, rent or stream the movie, Margin Call . Sources: " Uncovering the Human Factor in Risk Management Models ," by Jesse Eisinger of Propublica , via NYT Dealbook , April 3, 2013. Follow up: Are you interested in the "risk management" side of business? Research the "human resource" aspect of this service department as well as the computational aspects of the job. What are the management challenges for this area? Research the differences in risk management with respect to workplace safety and risk management with respect to asset and profitability projections. What are the uncertainties in each area? What is " VaR " ? Does it provide useful information? Why or why not, according to John Breit? If you want to investigate this topic further, consider reading The Black Swan: The Impact of the Highly Improbable by Nassim Nicholas Taleb. [Taleb's thesis is not the same as Breit's]
  • An argument AGAINST out-sourcing

    image from chicagocreativedesign.com Double Encore is a company that is betting everything on home-grown apps. They develop for Apple (not for the android market), and they employ all their own developers. They are a Colorado-based technology company with a special relationship with Apple...and--THEY DON'T OUTSOURCE. Their policy is contrary to the industry trend. The Computer Economics Annual Outsourcing Study recently reported that information technology outsourcing was up by 23% in 2012. But Double Encore is bucking the trend. Here are some of the reasons: quality control can only be monitored in a controlled environment their office is an environment of "experience, creativity, and unwavering ambition" their commitment to their clients is based on originality--not on "knock offs" outsourcing contributes to lower salaries for engineers...which then contributes to a smaller pool of talent willing to work for sub-par salaries they've seen the poor results from their clients failed outsourced products, which have to be cleaned up Double Encore is marketing itself from this quality niche. Its policies also set the standard for its human resource management. Does it sound like a good place to work? Sources: " Why We Don't Outsource [Seriously, Stop Calling Us] ," by Emily Grossman, Double Encore Blog, March 24, 2013. Follow up: What do you think of the Double Encore idea that "Genius doesn't go on sale. It just leaves the market"? What does it mean, with respect to outsourcing policies?
  • "Working from work" instead of "working from home"

    From Robert Mankoff, cartoon editor of the New Yorker , "Here’s a great Kim Warp cartoon that Mayer could have used to get her point across a lot more effectively than that clunky memo": Marissa Mayer, the CEO of Yahoo, surprised her employees (as well as the broader community of office workers) when she announced last week that Yahoo employees would no longer be allowed to work from home. The importance of "workplace collaboration" was seen as essential to increasing productivity. The announcement was particularly baffling because Mayer is a new mother, and as such was assumed to be a champion of schedule flexibility. Nevertheless, some research has shown that many important conversations arise out of unplanned casual interactions, or "serendipity." Jerry Davis, a business professor at the University of Michigan, noticed that the most productive day of the week was "Free Food Fridays," where "lunch is the bait, and shoptalk the byproduct." It remains to be seen what effect, if any, the change in Yahoo policy has on employee productivity, retention and morale. Sources: " Experts Boil Telecommuting Decisions Down To Flexibility Vs. Serendipity " by Yuki Noguchi, Morning Edition, National Public Radio, February 28, 2013. Cartoon by Kim Warp from the March 4, 2013 issue of the New Yorker . Follow up: Have you ever "worked from home"? How did that go? If you have never had a job where this was possible, try to be objective about your own productivity with respect to studying or writing papers: Are you more productive at home, or in the library? How about a study group? Do you agree with Robert Mankoff about the relative effectiveness of the business communication used by Ms. Mayer? What are good business techniques for conveying what may be taken as "bad news"? *
  • A "superpower" for everyone...

    [View:http://community.cengage.com/GECResource/themes/gew/utility/ :550:0] Video produced by Code.org, starring Bill Gates, Mark Zuckerberg, et. al. This video was produced by Code.org , to promote the idea of learning how to write computer programs. Listening to the men and women on the video--it seems like fun. Lots of today's programming can be done with logic, organization, and problem solving skills rather than higher-order mathematics. Considering how important these skills are in the marketplace, it is baffling that programming isn't a graduation requirement for a college degree. I have a little experience with this. Back in 1973, "Intro to Computing" was a programming class, not a class to become a skilled application user. We learned a Fortran language called WATFiV. Our programs had to be typed onto punch cards and dropped off at the computing center to be run, and then debugged if necessary, then run again. Writing the programs was like solving a puzzle, and actually very satisfying. My first job at Coopers & Lybrand (long before it combined with Price Waterhouse) was to use their closet-sized punch card computer to run "What-if" scenarios for limited partnership prospectuses. Basically, the programs I wrote and adapted were just a more clumsy version of what, a few years later, was Lotus 1-2-3 and then Excel. In 1983, I bought my first PC, and have been a "user" ever since. Today, there are several computing frontiers--apps, biomedical, transportation, mobile everything, computing everywhere. A lot of the money to be made in the future will be made by knowing how to not only use computers, but more importantly to control what they do . That's computer programming. Source: " What Most Schools Don't Teach " by Code Org, YouTube , February 26, 2013. Follow up: Have you ever taken a programming class? What computer language? What kinds of programs did you write? If you don't know a computer language, do you know another language besides English? How will you enhance your ability to communicate world-wide 25 years from now? Do you have an idea for an app? What have you done to get it working and in the marketplace?
  • Facebook's female COO: Leaning In to Break the Glass Ceiling

    from www.forbes.com Sheryl Sandberg Sheryl Sandberg has quite an impressive curriculum vitae: Graduated with highest honors from Harvard in Economics Served as a research assistant to Lawrence Summers at the World Bank Earned an MBA from Harvard Business School, with highest distinction Worked as a Management consultant, McKinsey & Company Served as the Chief of Staff to the US Secretary of the Treasury during Bill Clinton's presidency Held the position of Vice President of Global Online Sales & Operations at Google Currently is the Chief Operating Officer of Facebook Is married and is the mother of two young children Meanwhile, she has written a book, which will be published in March 2013, but has gotten a lot of advance press: Ms. Sandberg wants to start a movement of "Lean In Circles," described as "half business school, half book club." She wants this movement to change the way that women behave in--and change the way that women are perceived in--the business world. Lean-In Circles are structured monthly meetings, with strict guidelines: No more than 2 meetings per year can be missed. Meetings begin with a 15 minute update. 3 minutes are allotted for each person to give a personal update. There is a 90 minute presentation. The presentation is followed by a discussion. Sandberg's website and organization will provide supportive materials, such as lectures and upbeat personal essays from successful female executives. She also plans to spread her ideas through a supplement in Cosmopolitan magazine, and through community colleges, according to the NYT article. Already there is substantial controversy about her ideas: Ms. Sandberg seems to be advocating that women do more, when many women already feel as though they are overworked. I'm not going to pass judgment on her work before I have given it a thorough examination. I find that the attitude "Take what you like and leave the rest," to be quite useful, so I imagine that some of her ideas will make sense and some will not. I hope to find that Ms. Sandberg includes an element of compassion for herself and for other women. I look forward to exploring Ms. Sandberg's work with curiosity an an open mind. Sources: " A Titan's How To on Breaking the Glass Ceiling " by Jodi Kantor, New York Times , February 22, 2013 " Lean In: Women, Work, and the Will to Lead ," by Sheryl Sandberg, via Amazon.com, to be published March 11, 2013. Follow up: What does the acronym COO stand for? What are the duties and responsibilities of a COO? How long has Sheryl Sandberg held that position with Facebook, and how did she get it? Do you want to be inspired by Sheryl Sandberg? Check out her TED talk from YouTube . What are three key pieces of advice she has for women in that video?
  • Meditation: a tool for developing "soft skills"

    image from ashvogue.wordpress.com Meditation was a key element of the management strategy for the Los Angeles Lakers when they were coached by Phil Jackson. But Jackson is no longer the the Lakers' coach, and the Lakers...well, I am wondering if the correlation between Jackson's coaching style and the Lakers current performance may also be due to the cause and effect of eliminating this mental portion of a practice regimen. "Meditation" and "mindfulness" are currently popular strategies for employee development and consulting. In the modern world, with all of its stress and multitasking, many businesses are finding that it is difficult to get employees to focus. Meditation practices can lead to an increased capacity to adapt to change and be resilient. Companies such as Google , Target, and General Mills have incorporated meditation into employee training. Some might think that meditation is only for Buddhists, but there is no religious component to meditation itself. There is also no "downside risk." It can't hurt. As a break from the workday, it may do more good that playing Solitaire or checking Facebook. Besides, it can help build the soft skills of resilience and calmness-under-pressure. Source: " The Lakers Meditate? " interview by Soren Gordhamer, the MBA project, May 18, 2006. " 28 day Meditation Challenge ," by Sharon Salzberg, February 1, 2013. " Mindfulness in the Corporate World: How Businesses are Incorporating the Eastern Practice ," Huffington Post, August 30, 2012; updated January 7, 2013 . " OK, Google, take a deep breath ," by Caitlin Kelly, the New York Times , April 28, 2012. Follow up: Check out the Sharon Salzberg link above and consider giving it a try. What are the seven effects of meditation on the brain and body that are delineated in the Huffington Post slideshow? Which of these matter to you and why?
  • Management issue: The Flu...

    image from www.smokymountainurgentcare.com The flu season this year is particularly debilitating. It can be tough to manage one's own personal health during flu season. But what about managing the health of those who work for you? A flu epidemic can negatively affect productivity and can ultimately have an effect on profits and on the performance evaluations of your department. In the "soft skills" area of human resource management--personal health care can have implications for business. A manager needs to be respectful of personal boundaries and cultural differences with respect to health practices, but also has a responsibility to maintain a productive and professional environment. Taking a pro-active stand to support an employee taking a "sick day" at the beginning of an illness is one option. Newer employees need to know what behaviors are supported by the corporation toward maintaining a disease-free work environment. It might even be helpful, if approved by those in the chain of command, to post a document like this one: image from everydayreadiness.com In any event, a manager should be mindful of the messages being given to employees with respect to expectations that they "work sick" or "show up at any cost." Be well ! Source: " Do You Have A Plan For Flu Season? " by Laura Vanderkam, CBS News MoneyWatch, January 25, 2013. Follow up: Did you get a flu shot this year? Why or why not? How many times per year do you get sick? What is your personal strategy in dealing with your responsibilities when you are ill? Do you take a pro-active approach? Do you crawl into bed and forget everything? How do others around you react to illness (instructors, bosses, family members, friends)? How does their reaction to their own illnesses and the illnesses of others affect you and your strategies for dealing with illness?
  • Informational interviews: a tool for success

    image from comerecommended.com "What is your dream job? If you could have the career of any person, who’s would it be? Wouldn’t it be nice to talk to that person, and ask them how they got where they are?... Well, why don’t you?" This is what my 24-year old daughter, Hannah Bernstein, asked a friend of hers, based on her own experience doing interviews for the Facebook site, " Blue Sky Black Sheep ." Hannah was talking about a personal interview, done by you to get exactly the information that you need to make a career, educational, or investment move. Hannah's advice: "If what you really want to do is own your own business, or run a restaurant--it’s likely that those entrepreneurs haven’t been professionally interviewed. But you can still ask these people questions about their career. It’s called an ' informational interview '. It’s like a magic word. Pick out exactly who you’d like to talk to. If you’re looking to open up a restaurant in Los Angeles that serves meals at a $20-35 price point, that seats around 50 people, find a restaurant like that and find out who runs it. Then look up their email address (likely available on the company website) and get in touch. Explain that you have aspirations in that field, open with an expression of admiration of that person’s knowledge, and then ask if you can talk to them, either by phone or in person, about how they’ve achieved what they have in their profession." "I find that there are different conventions around informational interviews in different fields. When talking to someone in the business world, politics, or an administrative position, 'informational interview' is a thing that they’ll know about. You can directly ask for an informational interview, and they’ll say yes if they can. In less formal fields, like tech or entertainment, the convention is often to offer to buy someone coffee or a meal, so you can 'pick their brain' while you’re doing it." "People like to talk about themselves. When you tell someone that they’ve achieved something in their field-- enough so that you look up to them as an inspiration--they’re flattered. The worst that can happen is that they say 'no'." The possible positive outcomes are: a larger network for additional connections in a field that you like; the beginning of a mentor relationship that might lead to an internship or more; inside information about the downsides of a business that you hadn't considered; a better understanding about what is involved in a successful career path; a body of information that will help you to interview for jobs in that field, if experience is necessary first improving your business communication skills. If you have no experience as the "interviewer," check out the list of possible informational interview questions on About.com. Sources: " Informational Interview Questions ," About.com. " Blue Sky Black Sheep ," Facebook.com Follow up: Just do it. Interview someone who has a career you want. Take a digital recorder and a notebook, prepare some questions, and have some fun.
  • Immigration and business law for young workers: DACA

    image from mccoyouth.blogspot.com Deferred Action for Childhood Arrivals (DACA)...is a law aiming for humane treatment of young adult immigrants. It creates opportunities for immigrants who arrived as children, but who are already integrated into the American education system and American culture. It allows businesses to be able to consider these young adults for employment. DACA is a messy piece of legislation for businesses in some ways. For example, if an employee presents new documentation after their DACA application, and indicates that they are "now authorized" to work, does that put the employer at risk for having employed the worker (using unauthorized credentials) before they were "legal"? On the other hand, businesses can hire workers with an EAD (employment authorization document) issued as the result of a DACA application, knowing that no laws have been broken or ignored. This expands the pool of qualified workers to hire. "Deferred Action" does not provide a permanent path toward citizenship, however. It would take the Dream Act to create such a path. Sources : " Deferred Action for Childhood Arrivals ": Homeland Security URL with FAQs. " New Policy for Young Immigrants Creates Paperwork Deluge ," Karen Grigsby Bates, NPR , December 12, 2012. " Five Issues Every Employer Must Know About DACA " by Ann Cun, LawLogix , September 12, 2012. Follow up: Read the details of this law. What do you see as possible advantages of the law to businesses, short term and long term? What are the advantages for individuals? What do you see as possible disadvantages to the law for businesses? What are the disadvantages for individuals? Imagine that your parents moved you to a foreign country when you were five years old. Then imagine that you discovered, as you became an adult, that you did not have the same rights to work or drive a car as your colleagues, who were born in that country. What would you consider to be a fair path to being able to remain in that country and to obtain full rights as a citizen? What would you see as other options for yourself?
  • Taxpayers subsidizing Wal-Mart?

    The Black Friday protests at Wal-Mart have brought to public consciousness the day-to-day realities of many of Wal-Mart workers. Making minimum wage in part-time positions (that do not include benefits) , Wal-Mart employees can live only with the help of public assistance. For some observers, this is a call for unionization, since unionized retail workers tend to raise the wages for all working in that industry. For others, it is a call to blame the workers for being too lazy or unproductive to get a better job. For others, it it a call to claim profit participation for taxpayers because of the "investment" in Wal-Mart workers. New information about Wal-Mart 's employee practices has recently come to light. From the Sacramento Bee : "Last week, journalists obtained a copy of Wal-Mart's 'Field Non-Exempt Associate Pay Plan' for 2013. The 'Pay Plan' is one of the first internal documents made public that clearly contradicts Wal-Mart's misinformation on compensation. It details Wal-Mart's rigid pay structure for hourly employees, and makes clear why it is so difficult for associates to earn more than poverty-level wages. Despite what the company claims about paying competitive wages, the reality is that almost half of Wal-Mart's associates make less than $10 an hour, with many of them relying on public assistance as well as their wages to support their families. Average Wal-Mart employees make just $8.81 per hour, with many of those making more than $10 an hour having worked for the retail giant for a decade or longer." A broader discussion about the costs to taxpayers of a minimum wage that cannot support an above-poverty-level lifestyle is possibly warranted. Sources: " Taxpayers subsidizing Walmart should share Profits " Steev Schmidt, Sacramento Bee , November 23, 2012 " Viewpoints: Stakes are High for Striking Walmart workers ," by John Logan, Sacramento Bee , November 21, 2012. " Happy 50th Birthday Walmart " Follow up: Make a monthly and annual budget for yourself. Include expenses that are currently subsidized by parents or others, such as room and board, health insurance, car payment, gas, phone, internet, car insurance, electricity, clothing and travel. What salary would you have to earn (less about 20% in payroll and income taxes), to afford to live as you do now? What do you think the minimum wage should be? People usually work about 2000 hours per year, full time. Do you agree with the writer of the Letter to the Editor that claims that taxpayers should be participating in profits from Wal-Mart since we are subsidizing their workforce? Why or why not?
  • Crowdsourcing: what is it and can it create jobs?

    image from infosurv.com VoiceBunny's CEO Alex Torrenegra recently pitched his company's voice-over software to the New York Tech Meetup, which is a marketplace for startup capital. VoiceBunny software allows a client to do a virtual audition by posting an online script. Voice-over artists can then audition by reading that script using the VoiceBunny software. Actual voice-overs to be used in product can actually be recorded from these online readings through VoiceBunny, and payments for services can be collected. The niche marketing hook is: Get a professional-sounding voice for a reasonable price, and get it right away. Voice over actors can't really make a good living by reading one-liners and getting paid less than $20, but the mini-gigs can help make ends meet between bigger jobs. It's a sustainable way of working because there are no commute times or costs. In addition, the advantage to crowdsourcing is that the job advertisement goes out to whomever might be hooked up to VoiceBunny and there is an instant match-up regarding availability. image from voicebunny.com Link to Podcast and transcript: " Could crowdsourcing talent online create jobs ?" by David Brancaccio, American Public Media Marketplace Tech Report , October 4, 2012. Follow up: Read about crowdsourcing at the link above. What other applications do you see for this means of getting work done? Specifically, what other jobs can be crowdsourced? What attributes make those jobs a good fit? How do the VoiceBunny options work for a client? (check out the VoiceBunny website). Do you know anyone with a great voice who might like to be referred as a potential talent?
  • Health care cost savings found in the Cloud

    image from article linked immediately below Link to radio podcast and transcript: " Cloud Computing Saves Health Care Industry Time and Money " by Wendy Kaufman, NPR, All Things Considered , October 1, 2012 Health care research, analysis and data-sharing is now much less expensive, due to "cloud computing." Amazon sells cloud computer space to companies, including hospitals and medical research institutions, and those entities use the computer power to solve medical problems, diagnose diseases, and find cures. One drug company wanted to screen 21 million chemical compounds. Rather than purchase the 50,000 laptops needed to analyze the data--as well as hire workers for several years--three hours of cloud computing time was rented at a cost of $15,000. Of course, another feature of using the cloud is the opportunity for sharing information and ideas about products in development, diagnoses, and treatments. The business benefits exists for both the users of the cloud computing services...and for the providers. According to the article, it is estimated that Amazon makes $1 billion annually and growing. Follow up: Read or listen to the article. What medical problem was used as an example by Dr. Michael Cunningham? Why would this example be used by the writers of the article? List at least three features that cloud computing provides for the pharmaceutical industry. What other industries might benefit from using cloud computing? What industries would have little or no use for this type of service? Why not?
  • Comcast closing all of its California call centers

    image from popsci.com Does it matter to anyone that Comcast is closing all of its California call centers? Where are they moving them? What is interesting, from a Business Communication perspective, is that Comcast officials back-tracked from the information given in their original announcement, which was: "...Citing the state's 'high cost of doing business,' a regional Comcast official said the company's Natomas, Livermore and Morgan Hill call centers will be shuttered on Nov. 30. Overall, about 1,000 jobs will be relocated to existing centers in Portland, Seattle and Denver." ...from the article linked below Later, after the California's Governor's Office and State Senate intervened, Comcast said the closures were "needed for cost efficiencies and to consolidate its Western call centers from 13 to 10, based on customer needs." Hmmm. Talk about spin. Still, if a state has a reputation for "high income tax rates, regulatory barriers, nuisance lawsuits and wage/hour restrictions that discourage companies from starting or staying here," which were reasons cited by Sacramento Chamber of Commerce representative Roger Niello, then it can be tough to convince a company to stay put in a hostile business environment. Nevertheless: who are really affected?: the employees losing their jobs, and the customers losing the local contact. Does this matter in today's increasingly digital age? Maybe it doesn't, in terms of whether basic needs can be met. But it may make a difference in how customers feel they are being served. If that matters. The business environment in Sacramento has changed with respect to call centers, and that may be part of the problem for Comcast and other businesses. There seems to be a global shift from call centers outsourced to Asian and other locations, to a competitive marketplace on US soil. Source: Sacramento Bee, " Comcast to close all its California Call Centers " by Claudia Buck, September 26, 2012 Follow up: Where will the new call center nexus be located? What will be the major and minor factors affecting that location decision? Describe your most positive call center experience. Describe your most negative experience. Analyze what made the difference between the two and write a letter to providers, as a customer representative or consultant, to suggest what would make the call center experience a positive factor in brand loyalty.