Friday, December 27, 2019

Today in age almost everything we do involves math,...

Today in age almost everything we do involves math, including jobs, bills, school, etc. Mathematics is required in the field of nursing mainly because of calculating dosages. It is used every day by nurses who need to figure out the precise quantity of a medication for a patient. If a medication error occurs, it could mean life or death. (Sobek) For example it’s easy to figure out how to calculate the dose in your head if the patient calls for a pill in 25 milligrams, but the pill only comes in a 50 milligram size. You give half the tablet which requires division. However, if the medication to be given is based on the patients weight in milligrams per kilogram, then youd need to multiply in order to find out the correct dose. (Sobek)†¦show more content†¦For example, a female who is 5 feet 7 inches should weigh 105 plus 35 additional pounds (7 inches multiplied by 5 pounds) for a total weight of 140 pounds.( Bryant) It’s often unclear from your interactions with a doctor how much math she is using in order to treat you. While not all doctors have to use math as directly and frequently as engineers do, all of them must understand the complex mathematical equations that inform different medical treatments in order to administer treatments correctly. When a doctor administers radiation therapy to a cancer patient, the radiation beams have to cross each other at specific angles, so that they harm the cancerous tumor without harming the surrounding healthy tissue. The precise numbers for these angles must be calculated mathematically.( Fletcher) Cancer tends to respond to any drug by mutating so that its DNA is no longer affected by that drug. Oncologists and medical scientists have decided to target cancerous tumors with many different kinds of drugs at once so that the cancer is unable to respond adequately. They use complex mathematical models that plot the speed and timing of the cancer’s different mutations to figure out what combinations and dosages of different drugs should be used.( Fletcher) Plastic surgeons are turning to mathematics to take the guesswork out of efforts to ensure that live tissue segments that are selected to restore damaged body parts will have enough bloodShow MoreRelatedHistory of Management Thought Revision17812 Words   |  72 Pages Taylor and trace developments in management thought in Great Britain, Europe, Japan, and the U.S.A. up to about 1929. Taylor is the focal point, but we will see his followers as well as developments in personnel management and the behavioral sciences. Henri Fayol and Max Weber will be discussed, although their main influence came later, and we will conclude with an overview of the influence of scientific management in its environment. Chapter 7 The Advent of Scientific Management FrederickRead MoreAmpalaya Cupcake15271 Words   |  62 Pagesingredients used to make the cupcakes were measured out by cups (Food Timeline Web). On the early part, cupcakes were called â€Å"number† cakes, for reasons that they were easy to remember by the measurements of ingredients it took to create them but today cupcakes have expanded to a wide variety of ingredients, measurements, shapes and decorations. Cupcakes were convenient because they cooked much quicker than larger cakes. When baking was down in hearth ovens, it would consume a lot of time to bakeRead MoreInnovators Dna84615 Words   |  339 Pagesthe Marriott School, Brigham Young University. 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Thursday, December 19, 2019

Feminist Theory And Feminist Theory - 901 Words

A common theme has emerged from the past readings. Feminist theory and intersectionality. I have taken some Women’s studies courses before so I am familiar with feminist theory. Intersectionality is trickier for me as I am a white, female, privilege Canadian woman who has not faced any oppressions for what I look like. The only oppressions I face are for being a woman and there is no intersectionality with having only one oppression. I will explore both feminist theory and intersectionality and finish off with battered womens syndrome in this paper as well as talk about my own personal experiences and how they relate to the course. Feminist theory is a theory that tries to see women’s issues as individualistic and that all women†¦show more content†¦All skills and experiences are learned, no matter what biological factors there are. The next topic of intersectionality is one I am less familiar with. I don’t experience a lot of intersectionality other then I am a female that suffers from a mental illness. I also don’t have a nuclear family; but none of these come close to the issues suffered by women of color, or women of a different sexual identity. Intersectionality is important in social work because we have such a diverse demographic of people (disabled, vulnerable, children, etc.) that it’s important to remember how oppressions work in conjunctions and become individualistic personalities. It’s also important for social work as you should be trying to combat these oppressions where you can, â€Å"The colonial devaluing of aboriginal people is manifested in child welfare practices where aboriginal children are given to specialist [white] families† (Ross, pg. 123) realizing that in social work practice, some issues might be systemic in nature and you should work to overcome t hose bias that people have. The more oppression someone has, the more intersectionality applies to them; but this isn’t supposed to be the oppression Olympics either. Just because someone is black and disabled doesn’t mean they have more oppression than a queer woman. This pertains to my own life because I am very privileged and I remember finding out someone in my high school class didn’t have a car in grade 12, which was surprisingShow MoreRelatedFeminist Theory : A Feminist Life1591 Words   |  7 PagesWriter, feminist theorist, and professor Sara Ahmed wrote Living a Feminist Life alongside her blog feministkilljoys.com. She started writing it before and completed it after her resignation in 2016 from her post as director of the Centre for Feminist Research at Goldsmiths at the University of London after a lengthy struggle to hold the school accountable for incidents of sexual harassment on campus (Ahmed, n.d.). 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Wednesday, December 11, 2019

Drama portfolio two Essay Example For Students

Drama portfolio two Essay Pieces of work, including a song Hotel California, a section of a play king Leah and also a picture of two people at the fair ground. We had to devise a play around these three pieces of work. During my play I have tried to incorporate several different dramatic elements we have learnt through this year. These include, trigger movements, monologues, freeze frames and ageing within in the play. The key piece my group concentrated on was the picture. I decided the picture can be expanded and will include the song as well. I found It quite easy after this to come up with a starter idea that this play could be about. I found it easy to begin with the picture as from the first time I saw it, I believed they could be mental or have a multi personality disorder. I have also tried to incorporate this in our final performance. My unit two story line is about being trapped. This is regarding a woman trying to take control of her emotions, as they are splitting her apart and trying to make her do different things. Our first of eight scenes introduces each character by giving them each a turn to speak about what they are worried about. Following this all of my group sit in a triangle and explain why they are here and what made them like this. The purpose of this scene was to tell the audience about our life so far, and create tension so the audience are eager to see how this affects us for later in the play! Next we give the audience some back ground information about how we were like when each emotion was younger. Our fourth scene consists of Chris (the angry emotion) shouting at certain members of the audience and scared going over to apologise but always end up running away until Claire stirs trouble! This is one of the main sections of the play because it helps us show the audience why the woman is having trouble controlling her emotions how she wants to! This continues to the bully scene straight after that is the duologue between scared and angry. This scene was put in to create Character tension and make people see how the emotions are fighting. We then come to the final scenes this consists of the woman getting rid of the emotions and afterwards feeling scared and alone, with out them! We choose this ending because it meant we could show that she has been fighting for so long its not what she wants any more!! Within the play our characters were themed on emotions, the character I created was scared. Scared, shows the main characters frightened side of things. This also means she can see eyes in the wall, people and objects moving that arent there, we have allowed room for people to read more into this character and come out with different things. Because with scared seeing things moving in the walls it could mean the main character is partly mentally ill! This fits in nicely with the purpose of the play as scared is one of the emotions the woman is fighting off! My character changed dramatically in rehearsals, due to the fact for the first few weeks I was meant to be positive and then the play changed slightly so scared was needed more. Although during the main section of rehearsals my character grew. It grew in terms, of power and emotion it brings to the play also a sense of belonging within this certain persons head. When we performed our play first time I was told, my voice kept to the same pitch, volume and tone through out. I decided to change this before we performed the re-do to increase my marks.  On the 26th November my character changed, to become scared. This is because one member of our group changed groups and left us with 3 people. During this lesson the whole play changed and we had to try and incorporate the whole story line we had in our new group! This was hard. My character had gone from being positive and happy. With a bubbly voice, high and loud. To becoming scared with a faint voice, still high but very fast and dull! Although this changed when I had a section I had to shout in ITS NOT MY FAULT in the scene that now appears in 6th place!

Tuesday, December 3, 2019

International Management International Business Plan Analysis

Introduction The recent wave of globalization has transformed business operations on global scale. International businesses have been compelled to modify their products and services as well as management strategies to enable them meet the needs of this modern generation. As such, the banking industry has not been spared at all.Advertising We will write a custom essay sample on International Management: International Business Plan Analysis specifically for you for only $16.05 $11/page Learn More For instance, unlike the traditional trend when banks only concentrated in offering commercial services, modern banking calls for diversification of services to include investment, insurance and pension plans, underwriting securities and portfolio management. On the same note, although Citibank enjoys enormous branch network globally, it has been equally trapped in this mayhem. As a result, the bank has put in place strategies to improve its international presenc e by expanding into emerging markets. On the same note, product diversification has also been employed by the bank as one of the expansion strategies. Citibank prides itself in the history of international banking for being the oldest operator to venture in international marketing (Deloitte, 2006, p. 14). The company was established in New York way back in 1812. However, it began its international operations in 1902 having been elevated to position of the largest bank in United States banking industry (Cleveland Huertas, 1985, p. 112). It commenced its initial international presence by investing in Asian markets in countries like Manila and Shanghai (Zweig Wriston, 1995, pp. 74-82). The expansion was rapid and heightened by major acquisitions of already established banks such as International Banking Corporation in 1918 and other subsequent mergers with Farmer’s loan and trust company. Hence, by 1929, Citibank had already assumed sterling position in international banking ( Cleveland Huertas, 1985, p. 112). It is imperative to mention that Citibank operated under different names until 1980s when it adopted its current name (Zweig Wriston, 1995, pp. 74). Moreover, in 1998, it started operating under Citigroup Inc. and it is under this umbrella that the bank has grown to be a giant player in international banking. It has always remained ahead of competition as illustrated in the figure below (Grosse, 2003, p. 24). Figure 1. Citigroup Major Competitors for the last 20 yearsAdvertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Definitely, the path to Citibank’s success has not been easy. However, the road ahead is not smooth at all as international banking sector becomes more complex due to numerous globalization challenges and opportunities (Ammann, Gemes Lenzhofer, 2010, p. 4). The effects of globalization which have been more pronounced in the 21st centur y have attracted new challenges for businesses since they have to keep up with the trend to avoid being redundant in the contemporary banking world (Hufner, Metzger Reichenstein, 2000, p. 66). The latest technology in the banking sector has facilitated identification of new market segments, development of customized services as well as opportunities for capturing new markets (Kim, 2010, p. 46). However, the same technological innovation has attracted its own share of management challenges (Kim, 2010, p. 48). Citibank is not an exception in the sense that despite its success stories in the past, the new era might bring devastating outcomes. It is against this background that this insightful analysis was conducted with an aim of establishing challenges of international banking in 21st century. Moreover, this paper provides the much needed business plan guidelines that may enable Citibank to survive amidst myriad of challenges likely to be faced international banking. Study method To facilitate the success of this case study, data was collected from credible secondary sources which included authentic websites, books, financial magazines and reputable financial consulting companies’ reports and the justification of each source is explained below. Euromoney –this is very resourceful for this case study because of its long standing reputation in financial publications focusing on the banking industry Datamonitor- is a company that specializes in businesses analysis in six key industry sectors such as health, technology, automotive, energy, consumer markets and financial services Wall street journal and financial news magazine are also reputable for their objectivity in business reporting. Emerald and Ebsco Host online databases provide recent peer reviewed articles on all subjects and hence they are very relevant in this case study. World Bank and OECD journal (financial markets trends) are very relevant for this case study because these reports cove r diverse global issues. Booz company, a leading consulting firm on management issues with a high reputation in financial analysis. Citibank is also very insightful especially the Investment research and analysis section which provides current reports about the organization performs across all regions. Organizational Analysis – Citibank products and Services Citibank operates under the wide umbrella of a giant financial services company known as Citigroup (Grosse, 2003, p, 16). The company offers consumer and corporate banking services via wide network of over 1,700 branches which are spread worldwide in over 100 countries (Datamonitor. 2004, p. 4).Advertising We will write a custom essay sample on International Management: International Business Plan Analysis specifically for you for only $16.05 $11/page Learn More These branches are interlinked via strong electronic system and ATMs as well as the World Wide Web. The company is headquartered in New York. It is further subdivided into sub brands such as Citicorp Investment services, Citiphone Banking and CitiTerm life insurance to facilitate smooth delivery of wide array of services. Citibank mostly concentrates on banking, lending and investment services. It serves wide range of clientele ranging from individual consumers, institutional and individual investors, large corporations and governments to small businesses (Datamonitor. 2004, p. 6). In order to facilitate delivery of the above services, the company has streamlined its operation under three major sectors namely personal finance, small business and corporate/institutional sector. However, most of these products and services tend to overlap across the different sectors. For instance, insurance and credit cards are available across the three sectors. As highlighted above, Citibank is rigorously branded and each of the brands offers wide range of selected products and services. The Citicorp investment services offe rs basic banking accounts and investment services such as mortgages and asset management. The banking accounts are further subdivided into savings, checking and college savings categories. Checking accounts are very flexible and they offer different rates depending on the average balance under each category. Therefore, customers have an opportunity to select a checking account within their reach (Grosse, 2003, p, 16). Similarly, the savings account also varies in terms of interest earned and Citibank encourages their customers to maintain large balance by paying attractive interests to big savers. The college savings account allows parents to deposit money for their children until they reach college level of education whereby the amount is paid in installments (Datamonitor. 2004, p. 4). On the same note, CitiTerm Life insurance specializes in business and personal insurance while CitiPhone Banking enables its consumers to access banking services via phones (Datamonitor. 2004, p. 4). However, Citibank card division is much diversified and offers quite a number of credit card solutions to businesses and individuals. This credit card services is one of the Citibank’s strongest point and they have diversified them to incorporate each and every need of their diverse customer base. The card services falls under three subcategories namely college, value and reward cards. The most popular are value cards since they offer low interest rate of 11.24 % (Datamonitor. 2004, p. 6).Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More On the other hand, reward cards charge slightly higher interest rate of 14.24% but it has numerous benefits to consumers through the various reward schemes that are earned depending on frequency of usage. The college cards category offers students wide range of credit cards to choose from such as Citi Dividend Platinum and Citi Platinum Select. Each of the cards attracts myriad of benefits and opportunities to users (Citi, 2011b, par.4). Consequently, Citibank has realized significant role of internet to business and by so doing they have embraced online banking services whereby consumers are able to access wide range of their services without the need for physical contact (Datamonitor. 2004, p. 4). Through their effective website, Citibank.com, consumers are able to apply for various Citi Cards, open and access accounts among other functions (Datamonitor. 2004, p. 4). As mentioned above, Citibank originated in the United States. Besides operating in the U.S, domestic market its pre sence is greatly felt in other parts with most of its operations being concentrated in Asia markets such as china, Hong Kong, India, Japan, Singapore and Philippines (Gkoutzini, 2005, p.23). In addition, it has several branches in Europe. Latin America, Middle East and Africa and also its growth vision is to expand in emerging markets in these regions (Citi, 2011b, par.5). International Market Analysis The fact that Citibank presence is felt in over 100 countries indicates that it enjoys a wide market share in international banking. However, a SWOT analysis is necessary to portray the extent to which its strengths, weakness, opportunities and threats affect its business operations within the international market. Strengths Weaknesses Global network Innovative product offering Citigroup support Tarnished brand name Branding problems Online operations restrictive to US clientele Opportunities Threats Emerging markets Chinese and Asian markets Online presence Click C iti Foreign exchange fluctuations Regulatory forces Market conditions Strengths Citibank operations in over 100 countries has given the organization a competitive edge in global arena and also cushioned it against huge losses in case of financial turmoil in any of its representative region (Datamonitor. 2004, p. 6). In addition, Citibank has undue advantage over its rivals because of its huge capital base under the umbrella of Citigroup. Hence management at Citibank is capable of taking huge investment risks (Datamonitor. 2004, p. 8). Similarly, Citibank innovative product offering has enabled it to remain ahead of its competitors because specifically tailored products attract large number of consumers (Citi, 2011b, par. 3). Weaknesses Recently, Citigroup, the umbrella under which Citibank operates, has been accused of wrongful practices leading to severe tarnishing of its brand. This negative perception is likely to drift away investors especially from its investment servi ces since they fear negative outcome from the ongoing law suit (Bianco Timmons, 2002, p. 38). Similarly, Citibank needs to expand its online presence beyond United States in order to compliment physical branch operations worldwide (Bianco Timmons, 2002, p. 42). Past failures in website branding has also cost the organization whereby it relentlessly attempted to sell the company under a different online brand name (Timmons, 2002, par, 8). Opportunities Citibank interest in emerging markets has enabled it to become a pioneer in highly profitable but risky markets such as Moscow and this has given it a strategic positioning advantage (Dennis, 2010, par. 6). However, the Chinese market which is on a fast lane towards becoming fully liberalized presents the best opportunity for Citibank although it is yet to make any significant impact in this market largely due to tight government regulations (Busch, 2009, p. 86). In spite of the increasing tendency towards online shopping, credit car d holders are still reluctant to provide their card details to online vendors (Mullineux Murinde, 2003, p. 70). Therefore, in order to encourage usage of its credit cards for online transactions, Citibank has come up with Click Citi option that enables one to pay online without keying in confidential card details (Citi, 2011b, par. 12). Threats Economic instability following the 2007 financial crisis in the United States has created uncertainties among investors thus negatively affecting financial institutions (Busch, 2009, p. 86). This has lead to fluctuation in foreign exchange rates. As such, Citibank, being a global financial institution, is likely to be hard hit by this fluctuation. Interest rates have also dived thus impacting Citibank profits negatively. For instance, foreign exchange fluctuations in Argentina and Brazil led to substantial losses at Citibank (Datamonitor. 2004, p. 8). In addition, over the recent years, market conditions have not been conducive and the deter iorating financial performance is indeed clear evidence. To make matters worse, strict regulations in consumer banking industry are hurting banks negatively (Gkoutzini, 2005, p. 8). For instance, regulations put a cap on the amount of interests that loans are supposed to earn of which failure to comply might attract far reaching consequences (Mullineux Murinde, 2003, p. 74). Foreign entry in emerging markets In spite of the above challenges, the future looks bright for Citibank if it takes the big leap towards investing in emerging markets in Asia and Middle East. According to Wilkinson (2011, par, 12), Citibank has embarked on massive recruitment drive to hire managers for the new branches that are yet to be opened in Asia and Middle East. Other banks such as Barclays, HSBC, Goldman Sachs and JP Morga have also followed similar trend in preparation for new expansion to Asia-Pacific region. These two markets are quite promising due to recent discovery of potential benefits in Islam ic banking (Divanna, 2007, p. 66). In addition, although these regions are also experiencing spill over effects of financial crisis, there is still some possibility of rebound and subsequent growth. Therefore, reaching out for these customers might prove to be profitable in the near future (Weldon, 1998, p. 46). However, Citibank has to be a bit cautious even as it enters these markets via private banking brand and introduce investment services on a later date (Wilkinson, 2011, par, 8). According to Yuksel (2010, p. 24), private banking services are highly resilient and are able to withstand economic turmoil as evidenced in continued profitability of private banks amidst current economic downturn. International Challenges Volatility of emerging markets As epitomized above, emerging markets present the best opportunity for Citibank to invest during this period of economic downturn. According to Citi (2011a, par 6), emerging markets offer greater potential for growth as compared to ad vanced economies. According to Dennis (2011, p. 5), emerging markets refer to developing countries that are experiencing above average economic growth rate which is fueled by rapid infrastructural development and large populations that provide cheap labor. Economists’ forecasts indicate that emerging markets will recover from economic down turn faster than core economies in the current year (Citigroup Inc. 2011, par, 5). A recent survey by International monetary Fund highlighted a huge disparity between core economies and emerging markets growth rate whereby in 2001 they grew by 2.2% and 6.4% respectively (Dennis, 2011, par, 8). Therefore, markets such as Central Eastern Europe, Middle East and Africa will present the best opportunity for Citibank to invest. Nevertheless, emerging markets should be approached with caution because they are deemed to be very volatile (Jaffer, 2004, p. 8). Mikdashi (2001, p. 112) underscores that although past political instability and lack of t ransparency in emerging markets is slowly fading away especially in large markers like China and India, caution is still needed while venturing in these markets. Therefore, prior research is necessary to determine the volatility risk. This implies that investment managers will have an uphill task establishing whether any venture in emerging markets has potential for profitability or not. Operational Inefficiency due to limited technology in emerging markets Operations in emerging markets especially in Africa will be greatly hindered by too much paper work that reduces efficiency (Clacher et al., 2006, p. 112). This may be due to limitations in technological advancement which has been a persistent problem in African emerging markets. Clacher et al. (2006, p. 112) further underscore that paper transactions are very costly and also tend to expose banks to transactional errors and deliberate frauds. Moreover, due to lags in settlement of cheques and drafts business liquidity is highly c onstrained leading to increased operation risks. Human resource management challenges in highly technological era Over the recent years, employees have been regarded as the most important asset for organizational growth and success (Smith, 2007, p. 130). In banking industry, employees are equally important due to the fact that it is a service industry whereby customers have very high expectations. A cursory look at the new trend of online banking might despise the role of employees in service delivery. Nonetheless, Gkoutzini (2005, p. 8) expounds that they are still critical in facilitating online banking success. According to Citigroup Inc. (2011, par, 5), online consumers have very high expectations and unmet expectations may lead to organizational failure unlike in traditional banking whereby customers can blame an employee. Therefore, the challenge today is how to keep the IT staff on their toes so that they can be more vigilant to avoid service failure. In addition, these emplo yees need to be extra vigilant to protect customers from internet fraud. Otherwise, Citibank might end up losing considerable market share (Gkoutzini, 2005, p. 8) International Business Strategy (Planning): Investment plan for emerging markets In spite of high volatile nature of emerging markets, it is imperative to note that benefits outweigh possible risks if the business plan outlined below can be adopted. Furthermore, neither the core economies nor emerging markets can guarantee 100% return on investment if the recent debt crisis in Europe is anything to go by (The Committee on the Global Financial System, 2010, p.6). To begin with, pooled investment strategy is the best due to minimal risks involved. Citibank bank can merger with existing financial services provider in these emerging marketing and run a joint mutual fund entity (Gkoutzini, 2005, p. 8). Moreover, Citibank investment division might consider investing in Exchange Traded Fund which is usually invested via internati onal brokerage service. The latter is another option of pooled investment. However, it is crucial to mention that the latter move is rather risky due to the high volatile nature of stock markets. Introduce modern banking where absent Citibank has recorded success in implementation of modern banking equipments to facilitate transactions in core and some emerging economies (Citigroup Inc. 2011, par, 5). The same strategy can be adopted in emerging markets where such services are absent. However, great care should be taken to avoid locking out significant clientele who may be unable to use modern technological equipments (Gkoutzini, 2005, p. 8). Most importantly, security concerns should be taken into consideration while adopting modern internet banking (Gkoutzini, 2005, p. 12). Needless to say, such a strategy will facilitate business operations by increasing efficiency and subsequent reduction in transaction errors and fraud. Integrate human asset with technology In this era of globa lization, technology will play significant role in business operations and performance (Citigroup Inc., 2011, par, 5). According to Deloitte (2006, p. 14), banks should strive to reconnect with their customers through a combination of technology and personal service (The Committee on the Global Financial System, 2010, p.6). This implies that employees are still significant in spite of the major shift towards online banking. Although technology is the main resources for performance optimization, full implementation will require huge capital base (Busch, 2009, p. 86). To reduce cost, banks should consider entering into global partnerships on technology in an attempt to reduce initial costs (Gkoutzini, 2005, p. 8). As epitomized above, employees can either make or break online service delivery process, therefore, it is important for human resources managers to ensure that employees are motivated to carry out their duties effectively. According to Walker (2001, p. 102), employee motivat ion is anything from compensation to non-monetary benefits that makes employees loyal towards fulfilling organizational goals. Conclusion In a nutshell, Citibank is obviously a pace setter in international banking. Data collected during this analysis indicate that the bank is headed for notable success owing to its wide capital base and diverse network across the globe. However, some weaknesses still persist. Most of these weaknesses are mainly external in nature. As a critical example, it is imperative to note that businesses today are operating in a highly competitive world due to globalization which has also attracted myriad of challenges for international businesses operations. As such, Citibank interest in emerging markets appears to be an excellent initiative. However, this giant financial institution ought to approach such a move with extra caution owing to the high volatile nature of these markets. Most importantly, the management at Citibank has to come to the realization t hat employees are indeed potential assets. Better marketing strategies should be adopted to integrate latest technological platform in order to boost online marketing and banking. References Ammann, C., Gemes, A Lenzhofer, A. 2010. Private Banking: After the Perfect Storm, BoozCo. [Online] Web. Bianco, A Timmons, H. 2002. Crisis at Citi, Business Week, [Online] Web. Busch, A. 2009. Banking regulation and globalization. New York: Oxford University Press. Citi 2011a. 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