Prelim

I hope you all did your best in the Prelim.

Paper 1 was a fair test I think as most of the topics have been covered or discussed often. Remember I gave you all the Paper 1 past papers which give you and insight into the type of question they ask.

Paper2 is notoriously difficult because not only do you have to work out what the question is asking, you then have to solve the problems under time pressure.

Depending on results we will have to see if anyone is to be moved down to Int 2 though I would say that Paper 2 needs more practice than what we have done so far. It is the same for most schools and indeed some schools do not sit Paper 2 until March.

Remember there will be a Second Prelim after we complete the ITFM NAB which will improve your ICT skills and give you more confidence.

I have not marked the prelim yet but I will try to get it done for Tuesday. I have another Higher class which I am sure you know means a heavy workload for one person!

Customer Service Level Agreements

"A Customer Service Level Agreement (SLA) sets expectations between the customer and the provider" - Hackston & Darroch

This basically helps create a dialogue or communication between customers and suppliers. It is a document/policy that helps customers know what they haev to expect.

As the book says it covers 5 main areas:

The product to be provided
How the supplier will deliver on promises/orders
Who will measure the effectiveness of delivery and how they will do so
What happens if provider fails to deliver
How the agreement is reviewed

It includes details of the responsibilities of the company and the customer.

The reasons why these agreements are brought in are because they provide:

improved staff morale as everyone knows what they are doing
everyone is aware of their roles and responsibilities
encourages teamwork
helps provide a continuity of service

Communicating messages or information to employees

What ways can we do so? Think about in school:

Posters

Memos

Emails

Meetings

DVDs

Internet

Intranet

Customer Service Benefits

Can increase market share

More customer loyalty

Improves reputation

Increased motivation of staff

Computer Misuse Act

In a nutshell

Don't access files without permission

Only use data which you are permitted to use

Ensure that any items which they introduce to the network are virus checked

More information on Computer Misuse Act from Wikipedia:


1(1) A person is guilty of an offence if:
a) he causes a computer to perform any function with intent to secure access to any program or data held in a computer;
b) the access he intends to secure is unauthorized; and
c) he knows at the time when he causes the computer to perform the function that this is the case. 1(2) the intent a person has to commit an offence under this section need not be directed at
a) any particular program or data
b) a program or data of any particular kind; or
c) a program or data held in any particular computer. 1(3) a person guilty of an offence under this section shall be liable on summary conviction to imprisonment for a term not exceeding six months or to a fine not exceeding level 5, on the standard scale or both.
2(1) a person is guilty of an offence under this section if he commits an offence under section 1 above ("the unauthorized access offence") With intent
a) to commit an offence to which this section applies; or
b) to facilitate the commission of such an offence (whether by himself or by any other person) and the offence he intends to commit or facilitate is referred to below in this section as the further offence. 2(2) this section applies to offences
a) for which the sentence is fixed by law; or
b) for which a person of twenty one years of age or over (not previously convicted) may be sentenced to imprisonment for a term of five years (or in England and Wales might be so sentenced but for the restrictions imposed by section 33 of the Magistrates Courts Act 1980). 2(5) a person guilty of an offence under this section shall be liable
a) on summary conviction, to imprisonment for a term not exceeding six months or to a fine not exceeding the statutory maximum or both; and
b) on conviction on indictment, to imprisonment for a term not exceeding five years, or to a fine, or both.
3(1) A person is guilty of an offence if
a) he does any act in a way which causes the unauthorized modification of the contents of any computer; and
b) at the time when he does so the act he has the requisite intent and the requisite knowledge. 3(2) for the purposes of subsection 3(1)b above the requisite intent is an intent to cause a modification of the contents of any computer and by so doing
a) to impair the operation of any computer;
b) to prevent or hinder access to any program or data held in any computer; or
c) to impair the operation of any such program or the reliability of any such data. 3(3) the intent need not be directed at
a) any particular computer;
b) any particular program or data or a program or data of any particular kind; or
c) any particular modification or a modification of any particular kind.

Qualitative versus Quantitative

Qualitative information is based on attitudes, opinions and is value based.

Quantitative information is based on measurable data such as facts and figures.

How do we find out what customers like?

Interviews (Postal, telephone, personal)

Focus Groups

Questionnaires

Hall Tests

Mystery Shopper

Impact of Technology on Meetings

ICT used in meetings can be:

Email
Videoconferencing (using webcams, videophones)
Audio/Teleconferencing
Ediary
Networks
Intranets
Online applications

BTW does anyone know what is known as 'The Cloud'

Benefits of Staff Appraisal

Identifies the strengths and weaknesses of staff

Builds positive relationships between managers and subordinates

Helps set future performance targets to develop employees

Helps increase staff motivation by identifying and meeting training needs

Feedback can motivate staff

Helps identify employees ready for promotion

How would you deal with Customer Complaints?

First of all as we learned in Outcome 5 of Admin Services, there should be a Customer Service Policy which is normally available in a document format.

Every employee should be well aware of it and know the procedures... hence the immortal line: "Know Company Procedures"!!!

1. Who receives the complaint? Customer Services? Complaints Dept.?

2. How was the complaint received? Phone, email, letter?

3. What happens next if the complaint is not dealt with in terms of satisfying the customer. Money back? Replacement product?

4. Compensation given. As above, but could involve cash or claims. Depends on the company and the complaint. For example if the product was dangerous there could also be a product recall... remember the Mini recall a while back? The petrol cap could ignite the petrol pumps!

What happens if you breach conditions of employment?

Verbal warning
Written warning
Dismissal
Referral to the police

Can you expand these answers into something more meaty?

Also what kinds of breaches would lead straight away to Dismissal and Referral to police?