...Postgraduate ProgramSubject Outline Faculty of Business and Management http://my.uowdubai.ac.ae Subject Code: MGMT949 Subject Name: Management (6cp) Year: 2013 Section: 1 Performance Session: Spring No of Credit Points:6 Pre-requisite(s): NA Co-requisite(s): NA LECTURE INFORMATION Day: Time: Monday 18.00 – 21.00 Location: Block TBA Room TBA Lecturer’s Name: Building & Office No: E-mail Address: Consultation Days and Times: Subject Coordinator: DR. PAYYAZHI JAYASHREE Block 16 Office 21-4 payyazhijayashree@uowdubai.ac.ae SUNDAY : 3 TO 6PM , TUESDAY : 3 TO 6PM DR. PAYYAZHI JAYASHREE 1 SUBJECT DESCRIPTION This subject addresses performance management, which is defined as an ongoing communication process that involves both the performance manager and employee. Key aspects of this process are examined. Topics include: identifying and describing essential job functions and relating them to the mission and goals of the organization; developing performance standards; giving and receiving feedback about performance; writing and communicating constructive performance evaluations, and planning education and development activities to maintain and improve employee work performance. 2 LEARNING OUTCOMES On successful completion of this subject students will be able to : 1. Describe the key concepts and techniques of performance management. 2. Explain the development of performance management as an area of growing importance for managers and employees. 3. Critically...
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...Contents: Page No. 1. Introduction 3 2. Company Overview 3 3. Services offered by Legato. 4 4. Software used by Legato (CosmoCall Universe™ from CosmoCom™) 4 5. CosmoCom™ -Legato strategic Alliance 5 6. CosmoCall Universe™ Features 5 • Multi-Channel ACD with Universal Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities 8 • Reporting 8 • Agent Interface 8 • Supervisor Interface 9 7. Advantages of CosmoCall Universe™ 9 8. Architecture Overview of CosmoCall Universe™ 11 9. Selected partners of CosmoCom™ 11 10. Different Awards won by CosmoCall Universe™ 11 11. Why did the company choose this system 13 12. How the system was implemented 14 13. Issues faced by Legato due to CosmoCall Universe™ 14 14. Recommendation for Legato 15 15. Conclusion 15 16. References 16 Introduction: Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the...
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..."NATURAL PRESERVATIVES" Anthony C. Dweck Research Director, Peter Black Medicare Ltd., White Horse Business Park, Aintree Avenue, Trowbridge, Wiltshire, UK. BA14 0XB SUMMARY This paper looks at the theoretical development of a natural preservative system using the author's data base on medicinal plants as a source of references. The legal aspects of this concept are considered. The traditional methods of preservation, many taken from the food industry are summarised. The use of alcohol, glycerine, sugar, salt, dessication, anhydrous systems and temperature are amongst examples considered. The definitions of the many words used to describe the act of preservation are considered, and the confusion that results from the presence of the many synonyms is considered. e.g. antimicrobial, antibiotic, antiseptic, bactericidal, etc. Specific organisms are identified as being of particular interest, especially those standard organisms that form part of the B.P. challenge test. These include Candida albicans, Pseudomonas aeruginosa, Escherichia coli, Aspergillus niger and Staphylococcus aureus. A cross-section of plants mentioned in the literature as being specifically targeted at these organisms are considered. The paper concludes with Appendices of plant materials that have mention in the literature according to specific definitions, which may give researchers a potential introduction to future research. KEY WORDS Natural preservation, traditional preservation, challenge test organisms...
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...Class, This is a set of information comparing IP Contact Call Centers in side-by-side analysis that was created by Faulkner’s FACCTs several years ago. You can see that they do cover information on each company, the features that are in each product, and even some basic pricing information. You are going to use this as if it is the compiled responses from a real RFP. This information will help you assign vendor scores in your table, and help you decide which vendor to use. IP Contact Call Centers: Side-by-Side |The right IP contact call center can make potential new customers go away happy. A conventional “Your call is important to us…” call | |center—in today’s age of Internet gratification—will likely just make them go away. | | | |Take a conventional call center, put it over an IP-telephony infrastructure, plug in a multimedia server or two and upgrade the agent PC | |client software, and presto—you’ve got all the makings of an IP contact center. It’s not quite that easy, of course. Contact centers—so | |called because they add customer-interaction channels beyond just voice—represent considerable added complexity, and cost, over voice-only | |call centers. ...
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...systems, and line processes consistent with the principles of Quality Management, in order to establish and maintain: a customer focus, a sense of urgency, continuous and breakthrough process improvement, and an emphasis on results. 3 BALANCED SCORECARD STRATEGIC PERSPECTIVES CUSTOMER What must we excel at? How do our customers see us? FINANCIAL MISSION VISION STRATEGY LEARNING AND GROWTH INTERNAL BUSINESS PROCESSES Do we get the best deal for the Government? Do we continue to improve and create value? CUSTOMER To Achieve Our Vision, How Should We Appear To Our Customers? 4 FINANCIAL To Succeed Financially, How Should We Appear To Our Stakeholders? MISSION VISION STRATEGY INTERNAL BUSINESS PROCESSES To Satisfy Our Stakeholders and Customers, What Business Processes Must We Excel At? LEARNING AND GROWTH To Achieve Our Vision, How Will We Sustain Our Ability To Change And Improve? BALANCED SCORECARD PERSPECTIVES AND OBJECTIVES CUSTOMER - Customer Satisfaction - Effective Service/Partnership 5 INTERNAL BUSINESS PROCESSES - Acquisition Excellence - Most Effective Use of Contracting Approaches - Use of Electronic Commerce - Performance-Based Service Contracts - Use of Competition - Streamlined Processes - Reduction in Overage Instruments - On-Time Delivery - Supplier Satisfaction - Socioeconomics FINANCIAL - Optimum Cost Efficiency of...
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...International Journal of Computers & Technology Volume 1 No.1 Dec. 2011 Comparative Analysis of Various Cloud Technologies Dr. Gurdev Singh Professor and Head Department of Computer science & Engineering Adesh Institute of Engineering & Technology Faridkot (India) Akanksha Lecturer Department of Computer science & Engineering Adesh Institute of Engineering & Technology Faridkot (India) singh.gndu@gmail.com 1. ABSTRACT With the increasing prevalence and demand of large scale cloud computing environment, a researcher has to draw more attention towards the services provided by the CLOUD. As the access to the server is increasing, centralized and distributed computing architecture will produce bottlenecks data which affect the quality of cloud computing services and bring the huge support to users. In this paper we are going to propose certain vital aspects such as memory utilization, storage capacity to check the efficiency and performance of various clouds in cloud computing environment. This is based upon the static data. The proposed mechanism enables users to access memories in various systems depending on the predefined criteria. Selection method for accessing the memory of a resource is properly introduced in this paper. Our evaluation results show that the aggregation of various clouds is effective in indicating the better efficiency and also to reduce network traffic sent over cloud networks. er.akanksha1988@gmail.com WAN networking. The interlinking and...
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...A SUMMER INTERNSHIP PROJECT REPORT ON ACC LIMITED (SALES UNIT) NAGPUR EMPLOYEE ENGAGEMENT A Report Submitted to Rashtrasant Tukadoji Maharaj Nagpur University In Partial Fulfilment of the requirement of Master of Business Administration (MBA) Course Specialization in Finance & Human Resources Management Academic Session 2013- 14 Prepared by PRITI ASHOK MOHITE (Student Name) SARAN MAM Guided by ____________________________ (Guide’s Name) Tirpude Institute of Management Education Note : (Font : Times new Roman 14 – Regular for all text and for Subject Name, Student Name, Guide Name and College Name used Times New Roman – Size 14, Bold) Note : (Font : Times new Roman 14 – Regular for all text and for Subject Name, Student Name, Guide Name and College Name used Times New Roman – Size 14, Bold) Civil Lines, Sadar, Nagpur – 440001 Certificate This is to certify that Miss. PRITI ASHOK MOHITE is a bonafide student of Tirpude Institute of Management Education, Nagpur pursuing Master of Business Administration (MBA) course specialization in FINANCE & HUMAN RESOURCE Management during academic Session 2012-13. The candidate has worked under the supervision of SARAN MAM (Guide name) and has satisfactorily completed his / her project work in this academic session. The project submitted by him / her is his /her own work and is complete so as to warrant its presentation for examination. His / Her project work titled EMPLOYEE ENGAGEMENT (title of project) which is...
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...membership based business strategy and a fully automated reservation system. GPS location services, membership accounts, and reservation modifications can all be accessed with a member’s mobile device. Customers will find it difficult to get the same level of service form another competitor. The creation of user friendly IT systems has simplified Zipcar’s car rental experience. Zipcar has managed to limit the bargaining power of buyers by decreasing the likelihood of customers switching. Bargaining Power of Suppliers Zipcar’s has experienced a steady growth, expanding its services into new locations. Taking advantage of incentives for sustainability have helped Zipcar limit the bargaining power of it suppliers. Automation of services create less dependence people, places and services that are synonymous with the traditional suppliers of the car rental industry. By dealing directly with car manufactures they can limit their bargaining power of the supplier. Entering into purchasing agreements can help to negotiate the selling cost of the car. Industry Competitors Industry competitors of Zipcar would be the traditional car rental companies. These companies are constrained by lengthy paperwork processes and subject to typical business hours of operation. Traditional vehicle rental companies do not offer hourly rentals. Zipcar has established a niche in the market through systems automation that creates efficiency by aligning its business strategy with an...
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...Harvard Business School 9-195-165 Rev. April 21, 1998 AT&T Paradyne Our Design and Manufacturing Engineering groups are using Activity-Based Cost (ABC) along with quality and cycle time information to make life-cycle cost decisions. —ABC/ABM Team Leader The Company AT&T acquired Paradyne Corporation, a company specializing in the data communications equipment, in February, 1989. Operating as a wholly-owned AT&T subsidiary, AT&T Paradyne designed and produced medium-and high-speed data communications equipment that provided the interface between telephone networks and computers. AT&T Paradyne, in 1994 employed approximately 3,000 team members and generated about $500 million in sales. The company faced intense competition in all of its market segments —digital service units, modems, network management systems and services, multiplexers, and channel extension devices. No competitor had more than one-third of any market, each product market had a different leader, and, in most cases, five or six competitors represented 95% of the market. The company's headquarters was located in Largo, about midway up the western (Gulf) coast of Florida, in a 525,000 square foot facility. Product research and development were done both at the Largo facility and at AT&T Bell Laboratories facilities in Middletown, New Jersey. Total Quality Management AT&T Paradyne's General Management Team (GMT), consisting of the President and direct reports, launched a Total Quality...
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...Required by most Utilities for setting up an IT backbone for collection of baseline data, Energy Accounting / Auditing and establishment of Customer care centers Introduction System Functionality Module : Meter Data Acquisition Module : Energy Audit Module : New Connection Module : Disconnection & Dismantling Module : GIS based customer Indexing and asset mapping Module : GIS based integrated network analysis module Module : Centralized Customer Care Services Module : Management Information System (MIS) Module : Web Self Service Module : Identity and Access Management system Module : System Security Requirement Part-B – Requirement based implementation of Commercial Processes like M,B,C for Utilities, who do not have such IT enabled systems Development of...
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...Calling From a Christian Perspective. Emma Tucker Liberty University September, 2015 The use of automated calling telephone technology from a Christian perspective means that the technology should be used with good ethical behavior of biblical principles of integrity, accountability and honesty. The religious consequences of technology use, is of great concerns to me because it can relate to the development of my faith, and belief in God’s power, which influence me to live as kindheartedly and responsibly as possible. Also, people should not use Automated-calling technology to gossip and slander or spread secrets, and maliciously speak about someone else. People should follow the scripture at Proverbs 11:13 “Whoever goes about slandering reveals secrets, but he who is trustworthy in spirit keeps a thing covered” (KJV). Telemarketers first used automated calling in the late 70s for business-to-business and business to consumers for marketing their products and services (Marng, 2015). Automated call centers provided marketer’s with an autocall distributor (ACD) to route customers inbound calls to market their products and services in a competitive manner (Bianchi, 1998). A recent trend used by marketers in telemarketing is used to robocall customers. There are jobs that robots will take from humans (Gilson, D. May 22, 2015). One of the jobs on the list is already preformed by automated phone calls to people during dinnertime. Automated Call Marketing Firm Invoca Secures...
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...Case Study No. 17 Title: Establishing a Telephony Service Desk System to Enhance Telecommunications Support Author: TEKSYSTEMS GLOBAL SERVICE Date: 2014 Category: Development Process, Engineering Keywords: Telecommunications support, Telephony Service Desk System Source:http://www.teksystems.com/~/media/Files/case-studies/global-services/Delivering%20Superior%20IT%20Support%20Services%20for%20a%20Video%20Game%20Maker.ashx Content: With the guidance of TEKsystems’ Support Services practice, the client was able to successfully launch its first telephony service desk designed to resolvetelecommunications-focused issues. The service desk has been fully operational since 2001. TEKsystems sourced, screened and onboarded nine service desk analysts who were experts working to assess and fix any telecommunications problems. From TEKsystems’ Support Center in Maryland, this team was dedicated to providing 24x7x365 support for all telecommunications issues across the client’s massive network of retail locations; this ensured that tickets were resolved in a timely fashion and in order of urgency and escalation requirements. Regular client touchpoints were held to stay abreast of any shifts in business objectives andprovide transparency into our progress. Over time the analyst team earned the client’s respect, as they were perceived not as a vendor but as an extension of the organization’s internal telecommunications team. The team remained on the pulse of changing technologies...
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...Answers to Review Questions Chapter 1 1. An increasing dependence on computing technology and the complexity of computing technology. 2. A single point of contact within a company for managing customer incidents and service requests. 3. To enable people and businesses to continuously use the computing technology they acquired or developed. 4. Technical support was considered a necessary evil that disrupted the development of new products and systems. 5. (1) Developers missed deadlines because they were being diverted to technical support calls, leaving little time for their primary job of programming. (2) Information was not being captured, so developers had to discover the same solution again and again. (3) Recurring problems were neither identified nor resolved. (4) Technology users, who expected quick and accurate solutions to their problems and requests, were extremely dissatisfied when their demands were not met. 6. Vendors began offering discounts to customers who “screened” calls internally before calling the vendor. 7. A customer can be either internal or external to a company. 8. Customer support involves helping the customer understand and benefit from a product's capabilities, not just installing and fixing the technology. 9. (1) The rapid commercialization of the Internet. (2) Increasingly more affordable and portable computing technology. 10. company size, company goals, and customer expectations 1 11. Formal support enables a company to maximize its technical...
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...Page |1 Executive Summary This Change action plan focus on taking the existing level of customer satisfaction to next level of UK leading telecom company. The organization provides its customer facility of making cheap, both national and international, calls through pre paid calling card services by providing residential services. The organization customer services department is located in India which deals with the customer issues via email support process. Since, the time market was hit by recession, the company has started losing its customers to their competitors despite, providing good cheap call rates in comparison to the other organization. Market analysis result indicated that the major reason for losing the customer base is that customer are slowly getting dissatisfaction with service offered by the customer services department working methodology. The customer services department of the organization takes more times to resolve the customer issue in comparison to other companies. Reason why the competitor companies offering the resolution to customer issues in less time because they resolve the customer issues over phone. Therefore, if voice based process is introduced in addition to existing web based support might help the organization to retain their customer resulting in customer satisfaction will improve further leading to generation of more revenues. Since the organization’s customer services are outsourced to India location, therefore the required technologies...
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...Title: Why are most countries mixed economies? Nearly all societies are confronted with the central economic problem of how to allocate scarce resources to satisfy infinite needs and wants. However, the way in which this question is tackled varies from one country to another. At the one extreme lies the centrally planned system, which is defined by Anderton (2008:261) as ‘an economic system where governments, through a planning process, allocate resources in society’. At the other extreme lies the free market, which means that ‘the government does not intervene and leaves all decisions to individuals and private firms’ (Gillespie, 2011:8). In practice, however, no pure command economy or free market exists because the economic system is always accompanied by government intervention, yet some countries are approximate to the two extremes. For instance, Begg (2009:5) claims that in China, Cuba and the former Soviet Union, capital used to be owned by the state and most of decisions about what, how and for whom to produce were centrally made. On the contrary, a spectrum from Sloman (2009:17) shows that the United State tends to be more like a free market and it mainly relies on the price mechanism. Actually most countries like Britain, France and Poland prefer to implement the mixed economy (Sloman, 2009:17). It is defined by Bannock (2011:256) as ‘a market economy in which both private and public enterprise participate in economic activities’. This essay will analyse why most...
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