Note 2 (2-2) Phase of globalisation The first phase of globalization began about 1830 and peaked around 1880. International business became widespread due to the growth of railroads, efficient ocean transport, and the rise of large manufacturing and trading firms. Invention of the telegraph and telephone in the late 1800s facilitated information flows between and within nations and greatly aided early efforts to manage companies’ supply chains. The second phase of globalization began around 1900 and was associated with the rise of electricity and steel production. This phase reached its height just before the Great Depression, a worldwide economic downturn that began in 1929. In 1900, Western Europe was the most industrialized world region. Europe’s colonization of countries in Asia, Africa, and the Middle East led to establishment of some of the earliest subsidiaries of multinational enterprises (MNEs). European companies such as BASF, Nestlé, Shell, Siemens, and British Petroleum had established foreign manufacturing plants by 1900.8 In the years before World War I (pre-1914), many firms were already operating globally. The Italian manufacturer Fiat supplied vehicles to nations on both sides of the war. The third phase of globalization began after World War II. At war’s end in 1945, substantial pent-up demand existed for consumer products, as well as for input goods to rebuild Europe and Japan. The United States was least harmed by the war and became the world’s dominant economy. Substantial government aid helped stimulate economic activity in Europe. The pre-war years had been characterized by high tariffs and strict controls on currency and capital movements. After the war, leading industrialized countries, including Australia, Britain, and the United States, sought to reduce international trade barriers. Transport, and the rise of large manufacturing and trading firms. Invention of the telegraph and telephone in the late 1800s facilitated information flows between and within nnations and greatly aided early efforts to manage companies’ supply chains. The second phase of globalization began around 1900 and was associated with the rise of electricity and steel production. This phase reached its height just before the Great Depression, a worldwide economic downturn that began in 1929. In 1900, Western Europe was the most industrialized world region. Europe’s colonization of countries in Asia, Africa, and the Middle East led to establishment of some of the earliest subsidiaries of multinational enterprises (MNEs). European companies such as BASF, Nestlé, Shell, Siemens, and British Petroleum had established foreign manufacturing plants by 1900.8 In the years before World War I (pre-1914), many firms were already operating globally. The Italian manufacturer Fiat supplied vehicles to nations on both sides of the war. The third phase of globalization began after World War II. At war’s end in 1945, substantial pent-up demand existed for consumer products, as well as for input goods to rebuild Europe and Japan. The United States was least harmed by the war and became the world’s dominant economy. Substantial government aid helped stimulate economic activity in Europe. The pre-war years had been characterized by high tariffs and strict controls on currency and capital movements. After the war, leading industrialized countries, including Australia, Britain, and the United States, sought to reduce international trade barriers. Transport, and the rise of large manufacturing and trading firms. Invention of the telegraph and telephone in the late 1800s facilitated information flows between and within nations and greatly aided early efforts to manage companies’ supply chains. The fourth phase of globalization began in the early 1980s, which saw enormous growth in cross-border trade and investment. The phase was triggered by the development of personal computers, the Internet, and Web browsers; the collapse of the Soviet Union and ensuing market liberalization in Central and Eastern Europe; and industrialization and modernization in East Asian economies, including China. Note 4 A day in the global economy Julie Valentine is a college junior majoring in business. On a recent Saturday, she went shopping at a local mall. First, she ordered a big breakfast, unaware that most of her meal was imported from abroad: bacon from Spain, juice from Brazil, and Frenchbranded yogurt. Julie then headed to the department store to buy a gift for her father. She perused neckties with Italian and French brand names, and others made in China and Romania. She also considered electric shavers made by Braun (a German brand) and Philips (a Dutch brand). She eventually bought a Panasonic (a Japanese brand). Next, she headed to the perfume counter, where she tried various brands, including Chanel (France), French Connection (United Kingdom), and Shiseido (Japan). Julie was dreaming of buying a laptop computer. At the electronics store, she explored several models made in China, Ireland, and Malaysia. As she passed a travel agency, she remembered her spring vacation was just around the corner and decided to consult her best friend, Melissa. Whipping out her Nokia cell phone (a Finnish brand, but made in Hungary and South Korea), Julie reached Melissa, who answered on her Motorola phone (from a U.S. firm, but made in Malaysia). The two chatted about their dream trip to the beaches of southern Spain, considered Mexico, but decided they will probably end up in Florida. Julie looked at a blouse made in Vietnam, but hesitated to buy it because she had read that some products from Southeast Asia are made with child labor. Julie left the mall and drove away in her Hyundai (a Korean brand, made from Chinese, Korean, and U.S. parts). She liked Melissa’s car, a BMW (German, but made in the United States from Asian and European components). Over the following weeks, Julie and her exchange-student friend, Anders (her favorite Norwegian import), met several times at restaurants featuring food from various countries, including France, India, and Lebanon. On Friday night, they watched The Dark Knight (made in Britain, Hong Kong, and the United States, and featuring Australian and British actors) on a friend’s big-screen TV (a Dutch brand, but made in Indonesia). Over dinner, Julie and Anders enjoyed pasta from Italy and shrimp from El Salvador and chatted about their future. Note 5 (2-5) Company internationalization and the value chain The globalization of markets has opened up countless new business opportunities for internationalizing firms. At the same time, globalization means that firms must accommodate new risks and intense rivalry from foreign competitors. Globalization results in more demanding buyers who shop for the best deals worldwide. A purely domestic focus is no longer viable for firms in most industries. Managers should replace parochial attitudes with a more cosmopolitan orientation. Internationalization may take the form of global sourcing, exporting, or investment in key markets abroad. Proactive firms seek a simultaneous presence in major trading regions, especially Asia, Europe, and North America. The most direct implication of market globalization is on the firm’s value chain. Market globalization compels firms to organize their sourcing, manufacturing, marketing, and other value-adding activities on a global scale. In a typical value chain, the firm conducts research and product development (R&D), purchases production inputs, and assembles or manufactures a product or service. Next, the firm performs marketing activities such as pricing, promotion, and selling, followed by distribution of the product in targeted markets and after-sales service. The value-chain concept is useful in international business because it helps clarify what activities are performed where in the world. For instance, exporting firms perform most “upstream” value-chain activities (R&D and production) in the home market and most “downstream” activities (marketing and after-sales service) abroad. Each value-adding activity in the firm’s value chain is subject to internationalization; that is, it can be performed abroad instead of at home. Note 7 (2-7) Service industries that are rapidly internationalizing There are numerous industries in the services sector with strong potential for internationalization. The giant Internet retailer eBay earned nearly $9 billion in 2009, of which more than 50 percent came from international sales. The company expects most future revenue growth will come from abroad. When developing its business in India, eBay acquired the Mumbai-based e-retailer Baazee. This acquisition followed eBay’s expansion into China, Korea, and Europe. The exhibit illustrates the diversity of service sectors that are internationalizing, extending their reach beyond the countries where they are based. If you are considering a career in international business, keep these industries in mind. Note 8 (2-8) Who participate in international business Multinational enterprises (also known as multinational corporations) historically have been the most important type of focal firm. A multinational enterprise (MNE) is a large company with substantial resources that performs various business activities through a network of subsidiaries and affiliates located in multiple countries. MNEs carry out research and development (R&D), procurement, manufacturing, and marketing activities wherever in the world the firm can reap the most advantages. For example, Alcon is a Swiss pharmaceutical firm that established major R&D facilities in the United States to take advantage of the country’s superior know-how in the chemicals sector. Verizon Wireless has located much of its technical support operations in India, to take advantage of high-quality, low-cost customer support personnel located there. Royal Dutch Shell owns several oil refineries and nearly 2,000 gasoline stations in Canada. In addition to a home office or headquarters, the typical MNE owns a worldwide network of subsidiaries. It collaborates with numerous suppliers and independent business partners abroad (sometimes termed affiliates). Typical MNEs include Barclays, Caterpillar, Disney, DHL, Four Seasons Hotels, Samsung, Unilever, Vodafone, and Nippon Life Insurance. In recent years, the largest MNEs have been firms in the oil industry (such as Exxon-Mobil and Royal Dutch Shell) and the automotive industry (General Motors and Honda), as well as retailing (Walmart). Many small and medium-sized enterprises (SMEs) participate in international business as well. An SME is a company with less than 500 employees, as defined in Canada and the United States. In the European Union, SMEs are defined as firms with less than 250 employees. In addition to accounting for smaller market shares of their respective industries, SMEs tend to have limited managerial and other resources and primarily use exporting to expand internationally. However, in most nations, SMEs constitute the great majority of all firms. With the globalization of markets, advances in various technologies, and other facilitating factors, many more SMEs are pursuing international opportunities. SMEs account for about one-third of exports from Asia and about a quarter of exports from the affluent countries in Europe and North America. In some countries—for example, Italy, South Korea, and China—SMEs contribute roughly 50 percent of total national exports. One type of contemporary international SME is the born global firm, a young entrepreneurial company that initiates international business activity very early in its evolution, moving rapidly into foreign markets. Born globals are found in advanced economies, such as Australia and Japan, and in emerging markets, such as China and India. International business requires specialized knowledge, commitment of resources, and considerable time to develop foreign business partnerships. How do SMEs succeed in international business despite resource limitations? First, compared to large MNEs, smaller firms are often more innovative and adaptable and have quicker response times when it comes to implementing new ideas and technologies and meeting customer needs. Second, SMEs are better able to serve niche markets around the world that hold little interest for MNEs. Third, smaller firms are usually avid users of information and communication technologies, including the Internet. Fourth, as they usually lack substantial resources, smaller firms minimize overhead or fixed investments. They rely on external facilitators such as FedEx and DHL, as well as independent distributors in foreign markets. Fifth, smaller firms tend to thrive on private knowledge that they possess or produce. They access and mobilize resources through their cross-border knowledge networks or their international social capital. Note 9 Geographical locations of the 500 largest multinational enterprise The exhibit shows the geographic distribution of the world’s largest MNEs, drawn from Fortune’s Global 500 list. As shown, these firms are concentrated in the advanced economies. The United States is home to 140 of the top 500 MNEs, a number that has declined over time as other countries’ firms increase in size. Japan has the second-most MNEs (68 firms), followed by France (40 firms), Germany (39 firms), and Britain (26 firms). Collectively, the European Union countries have more top 500 firms than the United States. In recent years, large MNEs have begun to appear in emerging market countries, such as China, Mexico, and Russia. China currently hosts 37 of the top 500 MNEs, a fairly recent development. The “new global challenger” firms from emerging markets are fast becoming key contenders in world markets. For example, the Mexican firm Cemex is one of the world’s largest cement producers. In Russia, Lukoil has big ambitions in the global energy sector. China Mobile dominates the cell phone industry in Asia. The new global challengers make best use of home-country natural resources and low-cost labor to succeed in world markets. Thousands of firms from emerging markets have big global dreams and pose competitive challenges to companies from the advanced economies. Note 10 (1-28) Geographic Locations of the 500 Largest Multinational Enterprises Typical MNEs include Barclays, Caterpillar, Disney, DHL, Four Seasons Hotels, Samsung, Unilever, Vodafone, and Nippon Life Insurance. In recent years, the largest MNEs have been firms in the oil industry (such as Exxon-Mobil and Royal Dutch Shell) and the automotive industry (General Motors and Honda), as well as retailing (Walmart). The Exhibit shows the geographic distribution of the world’s largest MNEs, drawn from Fortune’s Global 500 list. As shown, these firms are concentrated in the advanced economies. The United States is home to a large but falling number of the top 500 MNEs. China now has the second-most MNEs, followed by Germany. Collectively, the European Union countries have more top 500 firms than the United States. In recent years, large MNEs have begun to appear in emerging market countries, such as China, Mexico, and Russia. China hosts the second largest number of the top 500 MNEs, a number that has increased dramatically in the past decade. Most of China’s top firms are state enterprises, that is, owned by the Chinese government, which provides them substantial advantages. The “new global challenger” firms from emerging markets are fast becoming key contenders in world markets. For example, the Mexican firm Cemex is one of the world’s largest cement producers. In Russia, Lukoil has big ambitions in the global energy sector. China Mobile dominates the cell phone industry in Asia. The new global challengers make best use of home-country natural resources and low-cost labor to succeed in world markets. Thousands of firms from emerging markets have big global dreams and pose competitive challenges to companies from the advanced economies. Note 11 (1-11) Who participate in the international business continued part Many MNEs operate charitable foundations that support various initiatives. GlaxoSmithKline (GSK), the giant pharmaceutical firm, operates a number of small country-based foundations in Canada, France, Italy, Romania, Spain, and the United States. Notes 12 Non governmental organization The British Wellcome Trust funds non-governmental organizations (NGOs) and research initiatives to work in collaboration with private businesses to develop remedies for diseases in Africa and other less developed areas around the world. Notes 13 (2-13) Drivers of market globalization Worldwide reduction of barriers to trade and investment. The tendency of national governments to reduce trade and investment barriers has accelerated global economic integration. For example, tariffs on the import of automobiles, industrial machinery, and countless other products have declined nearly to zero in many countries, encouraging freer international exchange of goods and services. Falling trade barriers are facilitated by the WTO. After joining the WTO in 2001, China made its market more accessible to foreign firms. Reduction of trade barriers is also associated with the emergence of regional economic integration blocs, a key dimension of market globalization. Market liberalization and adoption of free markets. Built in 1961, the Berlin Wall separated the communist East Berlin from the democratic West Berlin. The collapse of the Soviet Union’s economy in 1989, demolition of the Berlin Wall that same year, and China’s free-market reforms all signaled the end of the 50-year Cold War and smoothed the integration of former command economies into the global economy. Numerous East Asian economies, stretching from South Korea to Malaysia and Indonesia, had already embarked on ambitious market-based reforms. India joined the trend in 1991. These events opened roughly one-third of the world to freer international trade and investment. China, India, and Eastern Europe have become some of the most cost-effective locations for producing goods and services worldwide. Privatization of previously stateowned industries in these countries has encouraged economic efficiency and attracted massive foreign capital into their national economies. Note 14 (2-14) Drivers of market globalization Industrialization, economic development, and modernization. Industrialization implies that emerging markets—rapidly developing economies in Asia, Latin America, and Eastern Europe—are moving from being low value-adding commodity producers, dependent on low-cost labor, to sophisticated competitive producers and exporters of premium products such as electronics, computers, and aircraft. For example, Brazil is now a leading producer of private aircraft, and the Czech Republic excels in the manufacture of automobiles. As highlighted in the opening vignette, India has become a leading supplier of computer software. Economic development is enhancing standards of living and discretionary income in emerging markets. Notes 15 (2-15) Gross national income Perhaps the most important measure of economic development is Gross National Income (GNI) per head. The exhibit maps the levels of GNI worldwide. The exhibit reveals that Africa is home to the lowest-income countries, along with India and a few other countries in Asia and Nicaragua. These areas are also characterized by low levels of market globalization. The adoption of modern technologies, improvement of living standards, and adoption of modern legal and banking practices are increasing the attractiveness of emerging markets as investment targets and facilitating the spread of ideas, products, and services across the globe. Note 17 (2-17) Drivers of market globalization Integration of world financial markets. Integration of world financial markets makes it possible for internationally active firms to raise capital, borrow funds, and engage in foreign currency transactions. Financial services firms follow their customers to foreign markets. Cross-border transactions are made easier partly as a result of the ease with which funds can be transferred between buyers and sellers, through a network of international commercial banks. For example, as an individual you can transfer funds to a friend in another country using the SWIFT network. The network facilitates global financial transactions. The globalization of finance contributes to firms’ abilities to develop and operate world-scale production and marketing operations. It enables companies to pay suppliers and collect payments from customers worldwide. Ongoing advances in information, manufacturing, and transportation technologies, as well as the emergence of the Internet, have facilitated rapid and early internationalization of countless firms, such as Neogen (www.neogen .com). The firm’s founders developed diagnostic kits to test for food safety. Compared to test kits available from other firms, Neogen’s products were more accurate, more efficient, and easier to use. As word spread about the superiority of its products, Neogen was able to internationalize quickly and acquired a worldwide clientele. Farmers use Neogen test kits to test for pesticide residue; veterinarians use them for pharmaceuticals, vaccines, and topicals; government agencies use them to test for E. Coli. Today, Neogen is a highly successful international firm. Modern technology is promoting a higher level of international business activity than ever before. For example, many companies in software, gaming, and entertainment maintain a presence only on the Web. Note 18 (2-18) Societal conciqunces of market globalization Contagion: Rapid Spread of Monetary or Financial Crises Beginning in late 2008, the world economy experienced a severe financial crisis and global recession, the worst in decades.1 The crisis was precipitated by pricing bubbles (excessively high prices) in housing and commodities markets around the world. For example, by mid-2008, oil prices climbed to an all-time high of nearly $150 a barrel, and gasoline prices reached record levels in many countries. High commodity prices resulted partly from rising demand, especially in emerging markets such as China and India. As bubbles in real estate markets burst, home values crashed, leaving owners with mortgage debts greater than the value of their homes. Many homeowners found themselves unable to repay their debts, a situation that worsened as people lost jobs or experienced pay cuts. Meanwhile, thousands of mortgages had been securitized—that is, sold as investment vehicles on stock markets worldwide. As the value of these securities plunged or became uncertain, the stock markets crashed. A recession occurs when a national economy undergoes a prolonged period of negative growth. GDP growth in advanced, developing, and emerging economies varies over time. It declined substantially in recent years, due to the global recession and the financial crisis. However, even following deep recessions, the global economy has always returned to net GDP growth. The exhibit show how GDP growth in advanced, developing, and emerging economies varies over time. It declined substantially during the global recession and financial crisis. One lesson of the exhibit is that, even following deep recessions, the global economy has always returned to net GDP growth. The crisis began in the United States and, like a contagious disease, spread around the world. In international economics, contagion refers to the tendency for a financial or monetary crisis in one country to spread rapidly to other countries, due to the ongoing integration of national economies Note 19 (2-19) Societal conciqunces continued part Sovereignty, the ability of a nation to govern its own affairs, is a fundamental principle that underlies global relations. One country’s laws cannot be applied or enforced in another country. Globalization can threaten national sovereignty in various ways. MNE activities can interfere with the sovereign ability of governments to control their own economies, social structures, and political systems. Some corporations are bigger than the economies of many nations. Indeed, Walmart’s internal economy—its total revenues—is larger than the GDPof most of the world’s nations, including Israel, Greece, and Poland. Large multinationals can exert considerable influence on governments through lobbying or campaign contributions. They often lobby their government for, say, devaluation of the home currency, which gives them greater price competitiveness in export markets. MNEs influence the legislative process and extract special favors from government agencies. Note 20 (2-20) Societal conciqunces continued part But even the largest firms are constrained by market forces. In countries with many competing firms, one company cannot force customers to buy its products or force suppliers to supply it with raw materials and inputs. The resources that customers and suppliers control are the result of free choices made in the marketplace. Company performance depends on the firm’s skill at winning customers, working with suppliers, and dealing with competitors. Corporate dominance of individual markets is rare. In reality, market forces generally dominate companies. Gradual integration of the global economy and increased global competition, combined with privatization of industries in various nations, are making some companies less powerful within their national markets. For example, Ford, Chrysler, and GM once dominated the U.S. auto market. Today there are many more firms, including Toyota, Honda, Hyundai, Nissan, and BMW. In annual sales, Toyota now leads the U.S. market, and home-country market shares of domestic U.S. automakers have tumbled. Today, globalization and the spread of financial crises compel governments to pursue sound economic policies and managers to manage their firms more effectively. To minimize globalization’s harm and reap its benefits, governments should strive for open and liberalized economic regimes. Specifically, governments should ensure the freedom to enter and compete in markets, protect private and intellectual property, enforce the rule of law, and support voluntary exchange through markets rather than through political processes. Banks and financial institutions should be regulated appropriately. Transparency in the affairs of business and regulatory agencies is critical. One example is the Sarbanes-Oxley Act, which the U.S. Congress passed in 2002. It addresses the flaws in financial reporting practices that became apparent following corporate and accounting scandals in such firms as Enron, Tyco International, and WorldCom. It introduced new and enhanced standards for all U.S. public company boards, management, and public accounting firms. Note 21 (2-21) Societal conciqunces continued Globalization has created many new jobs and opportunities worldwide, but it has also cost many people their jobs. Ford, GM, and Volkswagen have all transferred thousands of jobs from their factories in Germany to countries in Eastern Europe. General Motors and Ford have also laid off thousands of workers in the US, partly the result of competitive pressures posed by carmakers from Europe, Japan, and South Korea. Offshoring is the relocation of manufacturing and other value-chain activities to costeffective locations abroad. Ernst & Young relocated much of its accounting support work to the Philippines. Massachusetts General Hospital has its CT scans and X-rays interpreted by radiologists in India. Many IT support services for customers in Germany are based in the Czech Republic and Romania. Offshoring has caused job losses in many mature economies. High-profile plant closures and relocation of manufacturing have received much media attention in recent years. For example, Electrolux, the Swedish manufacturer of home appliances, recently moved its Greenville, Michigan, refrigerator plant to Mexico. Closure of the plant, which once provided 2,700 jobs, devastated the small Michigan community. Management shifted production to Mexico despite repeated appeals by the local community, the labor union, and the state of Michigan. MNEs are often criticized for paying low wages, exploiting workers, and employing child labor. Child labor is particularly troubling because it denies children educational opportunities. In 2012, the International Labor Organization (www.ilo.org) reported there are approximately 215 million children aged 5–14 at work around the world. Note 22 (2-22) Effect on the poor Media attention and consumer concern are helping wages and sweatshop conditions to slowly improve in developing economies. Note 24 (2-24) Societal conciqunces of globalisation continued Globalization can harm the environment by promoting increased manufacturing and economic activity that results in pollution, habitat destruction, and deterioration of the ozone layer. For example, economic development in China is attracting much inward FDI and stimulating the growth of numerous industries. However, the construction of factories, infrastructure, and modern housing can spoil previously pristine environments. In Eastern China, growing industrial demand for electricity led to construction of the Three Gorges Dam, which flooded agricultural lands and permanently altered the natural landscape. Note 25 (2-25) Societal conciqunces of globalisation continued While it is generally true that globalization-induced industrialization produces considerable environmental harm, this effect tends to decline over time. The evidence suggests that environmental destruction diminishes as economies develop, at least in the long run. As globalization stimulates rising living standards, people focus increasingly on improving their environment. Over time, governments pass legislation that promotes improved environmental conditions. For example, Japan endured polluted rivers and smoggy cities in the early decades of its economic development following World War II. But as their economy grew, the Japanese passed tough environmental standards to restore natural environments. Evolving company values and concern for corporate reputations also lead firms to reduce or eliminate practices that harm the environment. For example, in Mexico, big U.S. automakers like Ford and GM have gradually improved their environmental standards. Benetton in Italy (clothing), Alcan in Canada (aluminum), and Kirin in Japan (beverages) are examples of firms that embrace practices that protect the environment, often at the expense of profits. The Conservation Coffee Alliance, a consortium of companies, has committed substantial financial support to environmentally friendly coffee cultivation in Central America, Peru, and Colombia. Note 26 (2-26) Societal conciqunces of globalisation continued Globalization exerts strong pressures on national culture. Market liberalization leaves the door open to foreign companies, global brands, unfamiliar products, and new values. Consumers increasingly wear similar clothing, drive similar cars, watch the same movies, and listen to the same recording stars. Advertising leads to the emergence of societal values modeled on Western countries, especially the United States. Hollywood dominates the global entertainment industry. In this way, globalization can alter people’s norms, values, and behaviors, which may tend to homogenize over time. Critics call these trends the “McDonaldization” or the “Coca-Colonization” of the world. To combat such trends, governments try to block cultural imperialism and prevent the erosion of local traditions. In Canada, France, and Germany, the public sector attempts to prevent U.S. ideals from diluting local traditions. Hollywood, McDonald’s, and Disneyland are seen as Trojan horses that permanently alter food preferences, lifestyles, and other aspects of traditional life. For better or worse, however, such trends are probably inevitable in a globalizing world. Information and communications technologies speed the homogenization of world cultures. People worldwide are exposed to movies, television, the Internet, and other information sources that promote lifestyles of people in the United States and other advanced economies. Appetites grow for Western products and services, which are seen to signal higher living standards. For example, despite low per-capita income, many Chinese buy consumer electronics such as cell phones and TV sets. Global media have a pervasive effect on local culture, gradually shifting it toward a universal norm. At the same time, the flow of cultural influence often goes both ways. Advanced Fresh Concepts is a Japanese food company that is transforming fast food by selling sushi and other Japanese favorites in supermarkets throughout the United States. It sells some $250 million worth of sushi to U.S. buyers every year. As the influence of the Chinese economy grows over time, Western countries will likely adopt cultural norms from China as well. Chinese restaurants and some Chinese traditions are already a way of life in much of the world outside China.
0
You can add this document to your study collection(s)
Sign in Available only to authorized usersYou can add this document to your saved list
Sign in Available only to authorized users(For complaints, use another form )