Fundamental Principle of Morality Assignment Example | Topics and Well Written Essays - 1000 words

Fundamental Principle of Morality - Assignment Example Do great; keep away from abhorrence. This most essential good rule, the beginning stage for profound quality, was verbalized by Aristotle, an aged Greek thinker, and is held by all the worlds significant religions. All other good standards stream from this one. Do unto others as you might have them do unto you. The end does not legitimize the methods. Established theory and the real world religious customs have maintained the guideline that having a great end (objective or reason) does not support the utilization of abhorrence means (strategy) to accomplish that end. The predictable results are some piece of those circumstances of the demonstration, which, while equipped for reducing the gravity of an insidiousness demonstration, in any case, cant modify its ethical species (Daniel, 12-19). Take after what nature aims. Referred to in reasoning as characteristic law, this standard is not really a law recorded somewhere in any case, rather, a methodology to settling on choices that regards the way of things, particularly personal inclination. Quickly, common law lets us know this: Follow what is regular for individuals and whatever remains of creation. Don't abuse the way of things. For example, our inborn feeling of what is reasonable and respectable. Also, think about how regular law could apply to peoples messing with the natures domain. For instance, it is common for the earth to have a defensive ozone layer around it to shield creatures and plants from the dangerous impacts of ultraviolet light.

Innovation and Design Management Case Study Example | Topics and Well Written Essays - 750 words

Innovation and Design Management - Case Study Example Required Capabilities for International Launch Developing a decentralized model for costing similar to a "in-country" model. Access multiple markets by developing a strong public relations and customer connect campaigns through effective training and promotional strategy. Comply with requirements pertaining to sales, quality assurance and marketing in an international scenario to attract larger customer base. Proactive plan for conducting press tours in multiple languages, seminars on the specific product features of Lazy-Dizzy tooth brush by effective product presentations and training sessions Conduct continuous tests to ensure the quality of the product and establish distribution channels for easy availability of the product. Key Resources Content developers for promotional campaign in international languages. Distributors and franchisees for effective sales Product experts for effective manufacturing of the Lazy-dizzy tooth brush. Recruitment professionals and advertisers for staffing and marketing. Competent Sales force and business development professionals Effective Communication experts using latest technologies Voice of the customer as feedback Key obstacles Competition Due to the changing customer preferences on tooth brush design, the competitor toothbrush companies are especially eager to put promising innovative designs onto store shelves as quickly as possible. Competitors offer tooth brush at minimum price to attract customer base with a less profit margin. International Product Launch The major challenge in an international product launch is to ensure that the performance of current product is rated as an accurate product. Another challenge is to provide... It is observed that there has been a drastic increase in the usage of power operated toothbrushes as the customers prefer to swift from traditional tooth brush which is operated manually. This justifies that there is scope of attractive and developing market for the innovative design of Lazy -Dizzy tooth brush. Lazy-Dizzy toothbrush designs allows for an option that sets the power of the brushing action of the brush to either a "high" or "low" level. In most cases the effectiveness of the brush will be greatest when it is set to its higher setting.

5 Parts of the Writing Process Essay Example for Free

5 Parts of the Writing Process Essay 5 Parts of the Writing Process 1. Pre-Writing Before you sit down to write something, you need to figure out what you are going to write about. 2. Drafting Once you have planned out your ideas, the next step is to start drafting, or writing. 3. Revising When you revise, you are looking at the parts of your document and making sure that each part works together to make a coherent whole. 4. Proofreading When a person is finished the writing step of the process and have revised your work, then it is up to the writer to take a step back and look at the writing for errors and correct them. 5. Delivering – Delivering in its simplest form refers to a text that is meant to be read to an audience. See more: Experiment on polytropic process Essay 5 Resources to Help You Improve Your WritingSkills 1. Writing Clearly: A Self-Teaching Guide by Dawn B. Sova With Writing Clearly: A Self-Teaching Guide, you’ll discover the answers to these questions and many more about the basics of communicating effectively through the written word. Each chapter in this hands-on guide focuses on key steps in the writing process, identifying the shared and differing skills demanded by each type of writing; from a persuasive essay, a business letter, or a scientific report. The straightforward, structured format makes it fully accessible, providing an easy-to-understand overview for everyone from students beginning to build skills, to adults looking to improve their writing, to the experienced writer hoping to further hone skills in a certain area. This book allows you to build gradually on what you have learned at your own pace. Questions and self-tests reinforce the information in each chapter and allow you to skip ahead or focus on specific areas of concern. Packed with useful, up-to-date information, this clear, concise volume is a valuable learning tool and reference source for anyone who wants to develop or improve his or her basic writing skills. 2. Report Writing Skills Training Course by Margaret Greenhall  This book makes report writing a step by step process for you to follow every time you have a report to write. Margarets understanding of how people read and remember gives a unique view to the process of report writing. This book brings you her tried and tested training techniques to make the process of writing a report straight forward. 3. The Writers Workplace with Readings: Building College Writing Skills by Sandra and John Scarry John Scarry and Sandra Scarry present writing instruction in a clear and manageable form, with step-by-step explanations to help build and maintain students confidence in their writing. The result of many years of classroom teaching and research, this comprehensive and time-tested resource reflects the authors understanding that every student is unique, with different backgrounds and interests that must be accounted for as they engage in the writing process. This offers instructors the opportunity to customize their own version of the book by including or excluding any sections that they do or do not teach in their course-making this a text that reflects not only the students needs and experiences, but their instructors as well. 4. Writing With Power: Techniques For Mastering the Writing Process by Peter Elbow A classic handbook for anyone who needs to write. This book speaks to everyone who has wrestled with words while seeking to gain power with them. Here, Peter Elbow emphasizes that the essential activities underlying good writing and the essential exercises promoting it are really not difficult at all. Employing a cookbook approach, Elbow provides the reader (and writer) with various recipes: for getting words down on paper, for revising, for dealing with an audience, for getting feedback on a piece of writing, and still other recipes for approaching the mystery of power in writing. By taking risks and embracing mistakes, Elbow hopes the writer may somehow find a hold on the creative process and be able to heighten two mentalitiesthe production of writing and the revision of it. From students and teachers to novelists and poets, Writing with Power reminds us that we can celebrate the uses of mystery, chaos, no planning, and magic, while achieving analysis, control, explicitness, and care in whatever it is we set down on paper. 5. Steps to Writing Well by Jean Wyrick  Writing well is just a step away! This book gives the student the ultimate step-by-step guide to writing effective essays. With the author’s clear, practical advice and student-friendly tone, youll find it easy to begin, organize, and revise your writing-from choosing a topic to developing your essay to polishing your prose. Interesting readings in a variety of styles offer useful examples of the types of essays youll most often be assigned in your composition and other college classes.

The Awareness Of Point Of Sale Information Technology Essay

The Awareness Of Point Of Sale Information Technology Essay Point of sale is a place where transaction occurs in exchange for services and goods. The point of sale refers to the physical electronic cash register or dedicated Point of Sale hardware used during checkout, but the POS is simply the location where the sale is conducted, money changes hands and a receipt a is given, which can also occur on a smart-phones, tablets, laptops or mobile POS device when the right hardware and POS software is combined with the mobile devices. It is a system allowing business transaction to be monitored, and also facilitating tasks that would otherwise be time-consuming when they are done manually such as monitoring stock, inventory managing, etc. POS also refers to the capturing of data and customer payment information at counter when goods or services are bought and sold. The POS transaction are captured using a variety of devices which include computers, cash registers, optical and bar code scanners, magnetic card readers, or any combination of these devices. This is the physical location from where  goods  are  sold  to  the customers. Point of  sale  is often more specific than a  general  building or  store  where goods are sold, typically indicating the piece of  technology  which is used to finalize the  transaction. They are seen as a  standard  cash register  at the  front  of the store; such as, at a restaurant, grocery store, shopping malls, etc. The point of sale can also be an electronic  system  which are used by the staff for  multiple  purposes, such as ringing up  orders  as well as generating the  receipt  and finalizing purchases. Devices Used The computer software and the register are not the only devices used in POS systems. Devices such as bar code scanners are as important to use the POS system effectively. Magnetic card readers are used for debit and credit cards and optical scanners that examine the object itself for signatures and images. All these provide different sets of data to the computer which can be used to track sales more accurately. POS systems can be very expensive. Small businesses will need to invest several thousand of dollars for the system, legal bar code system, scanner and software needed to run the POS system. Even when a POS system is set up, the data it produces does no good unless managers and marketers know how to use it effectively and efficiently. Literature Review POS (Point of Sale) systems are commonly used in retail stores, restaurants, stadiums, hotels and casinos, etc. The basic use of these systems is to scan items for purchase, place in order and calculate the bills. They are usually industry specific. What can Point Of Sales System do? * Track all elements of each order, from payment, design details, delivery date and months in advance. * Customer Information: It automatically records the customers name, credit card information, address and what they bought and when. * Customer Relations: Everything regarding the customers purchases can be immediately called upon from the system. This makes handling returns, payments and other transactions easier even if the customer has misplaced the paperwork. In a multi-store environment it does not matter which store the customer goes to. All the information are available at all the stores. * Inventory Control: The computer keeps record of the stores inventory. This makes the POS terminals attached to it, automatically update the inventory with every sale or return. This helps the person in multi-inventories keep track of any stock is going to get over. The central office knows at all times how much stock each store has. * Inventory Analysis: The system is able to calculate at what rate each item is selling at all times, making it easy to decide what quantity has to be purchased. * Reduce Out of Stock: In case there is low stock, Low stock reports and purchase orders are generated automatically with enough lead time to receive goods. * Bar code Integration: Various bar-code reading devices can be used in conjunction with shelf stocking, warehousing and at the sales terminal. This will create a speedy entry and reduce human error. * Warranty Tracking: The time and date of purchase are automatically recorded. This information can be easily retrieved from the system within seconds. Warranty issues can be easily handled by stores other than the one where the purchase was made. * Special Pricing: Sales and specials discounts are easily controlled. Starting and end dates can be assigned to the products or product groups and the system will automatically handle them. * Sales Commissions: The commissions are automatically calculated and reported by the system. Different product lines can carry different commissions. Later commissions can be automatically reduced if the sales-person discounts an item. * Profit Center / Product Line Control: It is very easy to set up both profit centers and product lines. This makes tracking performance of individual sales managers and product line profitability easy. * Accounting: The Point of Sale system is completely integrated with full function accounting (Inventory, Accounts Payable, Accounts Receivable, and General Ledger) thus making the books always up-to-date. No hand entries by book-keeping staff are required. In a multi-store environment the central office always has the accounts for each individual store in real time and can produce consolidated accounting reports as well. * Data Export: The Data files and reports can be exported from the POS system for use with other software when there is need. * Data Import: Part number lists, customer lists and other bulk information from outside sources can be imported into the POS system without resorting to hand entry. * Manager Control: The manager has complete access and control to the store or chain of stores at any time of day or night. He can even do store transactions locally. * Security Levels: The Employees are only allowed the access assigned to their password only. * Loss Prevention: Record keeping is so thorough and clear that any employee theft of inventory or received cash, even if cleverly disguised can be detected and traced. Need of the study To know the level of use of POS system among the students of Amity University, Noida. To know the awareness of POS among the students. To know the amount of use of POS system among the students of Amity. Objective of the study: The objective of the study here is to know the use and awareness of the POS system among the students. The amount of use of POS transactions by the students during different courses of purchases. To increase the level of knowledge of POS system among the students. To find out the reasons why POS system is not used in case of both awareness and non-awareness. Rationale behind the study: The presence of POS system in various Malls or stores has become a common sight in todays market. People make their purchases mainly using debit/credit cards in place if paper cash. How does this POS system work? The person making the payment through his card is debited an amount which is the value of the price of the product he is purchasing from the store. This amount is directly credited into the account of the store, form which ever bank it has opened its account with. Since there is no exchange of paper money, transactions takes place in a few seconds, making it less time consuming and less energy involved. On the customers side he does not have the pain of carrying ready cash with him. This wide use of POS system brings us to a study of whether this facility is aware to the young minds of the future leaders and entrepreneurs. The research topic will study how much are the students aware about the POS system that are available in the market. With both the mode of cash and card purchases available, it will see what is used more often and why. It will study the positive as well as the negative impacts in the minds of the students using the system and also who dont use it. The level of awareness of both the group of people who use and who dont will be required to obtain, which will provide the researcher to obtain the final result. Research Methodology: Research method: Descriptive research Sampling method: Convenience Sampling Sampling size: 200 Sampling Universe: Student of Amity University, Noida Sector 125. Data collected: Primary Statistical tool Analysis: Microsoft Excel. Data Collection Method: Data will be collected through the distribution of questionnaires and interaction with the students. After the questionnaires are filled up as required and obtaining the required number of responses, it will be analyzed to reach the necessary findings. Primary Data: The data will be collected by the means of survey which will be done on the basis of various interactions with the students. A questionnaire prepared by the researcher will also be given to the responder who will be filling up the necessary questions. This set of questions will later be analyzed to obtain the required result. Hypothesis: Null: H0: the students are aware about the Point of Sales system Alternative: H1: The students are not aware about the Point of Sales system. Null H0: The students use the POS system Alternative: H1: The students do not use the POS system. Data Analysis and Interpretation Period of using a bank account: Respond Frequency Percentage Less than 6 months 117 58.5% Between 6 months to 1 year 35 17.5% 1 to 2 years 27 13.5% More than 2 years 21 10.5% According to the data collected from the survey, it was found that most of the students had their accounts operating from two years and above. The others had accounts opened just a few months back or a year. Mode of Purchases more frequently used: Response Frequency Percentage Cash Purchase 52 26% Card Purchase 148 74% The research Survey shows that majority of the students used the mode of cash payment. Card payment was also used but at a lower scale. When asked why, their reply would be because they felt more comfortable using cash other than cards. Their main reason for not using card payments was lack of security and confidence. Awareness on Point of Sale system: Response Percentage Good 36 Average 38 Poor 10 It has been found that the level of awareness of Point of Sale system among the students were good. Majority of them had an idea or knowledge what exactly a point of sale could do and also were aware about its benefits as well as its short-comings. There were very less percentage of students who had less or no knowledge a all of the POS systems. Frequency of using Debit/Credit Card Response Frequency Percentage Always 32 16% Very Frequently 60 30% Occasionally 42 21% Rarely 20 10% Very rarely Never 10 5% The survey shows us that the use of POS is very frequently used. This frequency is mostly among the students who are aware about the POS systems and use both cash as well as card purchases. Rank of POS system according to preferences Ticketing 3 Entertainment 4 Online Shopping 2 Shopping 1 Cash Transfers 5 The survey shows that majority of the students who use the POS systems are using them mainly for the purpose of shopping and online purchases. The facility o cash transfers are the least used. Satisfaction of using Point of Sale system: Response Frequency Percentage Strongly Agree 20 10% Agree 60 30% Neutral 30 15% Disagree 5 2.5% Strongly disagree The level of satisfaction among the students using POS system has been agreed by a majority. A neutral feeling is followed by the students who has been aware and using this service. Also a strong level of satisfaction is also found among the sampled sized. Reason for not using Point of Sale system Lack of advertisement 5 Lack of interest 15 No use 4 Lack of security 10 Lack of confidence 10 Any other 2 The survey studied the various reasons why some of the students were not using this POS system when it made transactions so much easier. The main reason for this was due to the Lack of interest in the minds of the students. This was followed lack of security and interest. Lack of advertisement was another reason for causing a low awareness among the students. Findings: The level of awareness about the POS system among the students is good. The use of this system is also found at a good scale among the students who are aware about the POS system. Though the level of awareness is good, some students still do not use as frequently as expected due to different reasons. The use of POS system is more among the group of students who have opened their bank accounts from 2 years and above. Students using accounts below a year have lesser use. Reason for lack of awareness is mainly because of not having a account for themselves. Another reason for not using this system is the lack of proper advertisements, lack of confidence and security. The POS system is mainly used for the purpose of shopping and online purchases by the students. They are more comfortable with these simple transactions that the POS offers. Suggestions: Banks and any other financial institutions providing this facility should make the effort of educating the POS system to its customers. Effective advertisements should be made in order to make the customers more aware of the system available. The Lack of security and confidence among the customers can be eradicated by using effective softwares that are immune to hackers and other flaws. Proper education should be implanted in the minds of the consumers in order to make them aware as well as use this facility. Adequate on sight experience from frequent users can also be done to motivate the individuals who do not use due to various reasons. Conclusion: The study of the topic Study on Awareness of Point of Sale system among the students of Amity University, Sector 125 found that a large number of students are aware about the presence of POS systems around them. Many use them because they are convenient and easy. Others though they have the knowledge and awareness are still hesitated to use them for various reasons. The Point of Sale system has made transactions operating in various stores very fast and efficient. They not only provide the benefit of cash less transactions but also keep track of every product or product group in the stores. This information helps the store manger to keep track of his products in his store and make necessary purchases before they run out of stock. Countries like USA mostly use this facility on a very large scale. Thus the final conclusion to this study was that the level of awareness of the POS system among the students is above average. In order to promote it more, a good amount of work in the field of advertisements and security has to be done. The above few reasons were the most prominent for its non use by certain people. It is only when they use the system they will realize the benefits of it.

Materialism in The Dharma Bums and Goodbye, Columbus :: Dharma Bums Essays

Materialism in The Dharma Bums and Goodbye, Columbus    Several works we have read thus far have criticized the prosperity of American suburbia. Jack Kerouac's The Dharma Bums, Philip Roth's Goodbye, Columbus, and an excerpt from Lawrence Ferlinghetti's poem "A Coney Island of the Mind" all pass judgement on the denizens of the middle-class and the materialism in which they surround themselves. However, each work does not make the same analysis, as the stories are told from different viewpoints. The Dharma Bums and "A Coney Island of the Mind" are critiques of materialism by people who have rejected the middle-class ideals. In Goodbye, Columbus, however, Roth makes his point via Neil, a dweller of the lower class who wants to join the prosperous rank of the Patimkin family. The difference is that Kerouac and Ferlinghetti mock the suburbanites, yet pay them little attention while several characters in Goodbye, Columbus are disdainful of the materialism exuded by the Patimkins while feeling excluded from their social class. In The Dharma Bums, Kerouac strengthens his argument for the Zen ideal of poverty and freedom by this criticism of the conformity practiced by the middle-class: ...you'll see if you take a walk some night on a suburban street and pass house after house on both sides of the street each with the lamplight of the living room, shining golden, and inside the little blue square of the television, each living family riveting its attention probably on one show; nobody talking; silence in the yards; dogs barking at you because you pass on human feet instead of wheels. You'll see what I mean, when it begins to appear like everybody in the world is soon going to be thinking the same way and the Zen Lunatics have long joined dust, laughter on their dust lips. (104) Kerouac's point is that freedom doesn't exist in a place where everyone is watching the same thing and thinking the same thing at the same time. Kerouac also reflects on the futile trap of materialism. Japhy discusses "all that crap they didn't really want anyway such as refrigerators, TV sets, cars, at least fancy new cars, certain hair oils and deodorants and general junk you finally always see a week later in the garbage anyway, all of them imprisoned in a system of work, produce, consume, work, produce, consume.

Hospitallers of St. John of Jerusalem :: Essays Papers

Hospitallers of St. John of Jerusalem Hospitallers of St. John, or in full The Sovereign Military Order of the Hospital of Saint John of Jerusalem, is one of the most important military orders that existed since before the crusades. It was founded in early 12th century by a person known as Gerard or Gerald. Even if the family name or birth place of this Gerard is not known for sure, his title as a founder of the order was confirmed by an official document, the Bull of Paschal II dated 1113 and addressed to â€Å"Geraudo institutori ac praeposito Hirosolimitani Xenodochii.† Hospitallers of St. John is dedicated to St. John the Baptist, and it follows the rules of St. Augustine. The beginning of the order is different from those of other hostelries of its period, because others were dependent on their churches or monasteries while St. John's supported itself. It profited from the presence of the crusaders and from the gratitude people felt for the hospitality they received. Thus, the order had revenues and territories in the new kingdom of Jerusalem and in Europe as well. At the very beginning, the order was completely devoted to the hospitalization of pilgrims visiting the Holy Places in Jerusalem. It started to develop some military characters when Raymond of Provence (1120-1160) succeeded Gerard as the first Grand Master of the order. He sponsored an armed escort for the pilgrims. Eventually, this armed escort evolved into a heavy cavalry whose members were crusaders from Europe and Turcopoles - natives of mixed blood. The very first military dignitaries in the order were â€Å"the marshal† for the command of the knights and â€Å"the turcopoliers† for the command of the turcopoles. Later the grand masters, heads of the church, started to go into battle. For example, Gosbert, the fifth successor of Raymond, died on the battle field in 1177. Rules directly concerning knights were added to the rules of the order by the ninth Grand Master, Alfonso of Portugal, around 1200. The rules made notable distinction between secular knights and the professed knights. The secular knights were externs to the order and did not stay with it for life. They just serve it for some time, and then go on with their lives like usual.

Make and Recieve Telephone Calls

The telephone that I use for work is a complicated phone and I don’t use all of its features, the basic features it has are the function to answer the phone and transfer calls to another person, it also allows me to answer a call from some else’s phone that is in my group. To transfer calls to another colleague I have to press R on the phone and then enter my colleague extension number for the call to be transferred. If I wanted to answer another colleagues phone I simple have to press *84 on the keypad and pick up the phone to receive their call.I am able to adjust the volume of the ring and I am able to place the call on loud speaker. I am also able to turn on or off the microphone in the handset as well as view the list of the numbers that I called last. I am also able to create a directory of number on the phone to be able to make calls quickly, on top of this there are 12 preset phone numbers with quick dial buttons on the phone however the previous owner had set t hese up and I am unable to change them.The phone is also capable of diverting the call to another phone and send messages between phones although I haven’t used this yet. Before making a phone call it’s a good idea to identify the purpose of the call as it would make me the caller sound more professional as I know exactly what I want and would waste no time with anything else, it would also allow me to have information that I can then use to prepare questions to ask and get the necessary details which I may require.An example of this is when a colleague requested that I acquire some information regarding the prospectus of the local colleges I had to identify whom I was going to make the call to and what the call would be regarding, after speaking to my colleague more and gaining the knowledge of exactly what they wanted me to get I was able to identify that the purpose of this call was to contact the college and ask what lessons they would be providing that relate to t he request made by my colleague.There are multiple ways to acquire the telephone number of people in my organisation as I can use the local address book to get there details, for example if I only knew there phone number which within the organisation would only be their extension number, I could use that to acquire their name and location as well as the department they work in, and I could do the same with only their name. Another method of gathering the contact details of someone is either using the internet to look up their business and get the information from their or ask a colleague if these have access or know the individuals name or number.I was request to book a venue for a stakeholder workshop for a colleague and they provided me with the specifics of the workshop but not where the workshop would be, they left that up to me to decide, therefore I had to determine which venue would best suit the requirements made. I spoke to another colleague that recommended Dillington Hous e, however they were unable to provide any contact details for me. Due to Dillington House not being within the organisation I was unable to use the local address book so I had to use the internet to acquire their contact numbers.After locating their website via a Google search I found the contact details for a Robin Kyd who arranged bookings. To finally make the call to the individual within the organisation I would simple enter their extension number on my phone and the call would be put through. On the other hand if I need the contact details of someone outside the organisation I would either have to research their details on the internet, this would include looking up their business, and getting their number from their website.However this number may only be a general enquiry number and I would then contact them and ask for the relevant details I need. However to make the phone call to someone outside the organisation I simply have to enter the number 9 before entering their ful l phone number to make the call. An example of me doing this is when I had to make a phone call to Dennis Quick who works for Taunton Deane, I was given his contact details from a colleague when they passed a message along to me.When I first made the call the line was engaged and I couldn’t get through, but when I rang again later that day I reached Dennis’s secretary who said he was available and transferred my call along to him, it was confirmed that I was speaking to the correct person when he introduced himself as Dennis Quick. The purpose of giving a positive image of myself and my organisation is to give me a polite, efficient and professional image otherwise people will not respect or take you seriously and if you have a professional image then this reflects well on the organisation.If you have a positive image then communication between people both within and outside the organisation would be better and more efficient possibly allowing for the transfer of infor mation quicker and efficiently. Summarising a telephone conversation before the call ends can be beneficial to both parties as it allows everyone to agree on what has been said and ensure there are no confusions this is especially useful when the telephone conversation has been going on for a long period of time and various things have been discussed, its easy to lose focus on what has previously been said and summarising overcomes this.It also allows objectives to be clear and information fresh in the mind for both parties to write down or relay to another person or persons. An example of this is when I had to make alterations to a booking that I had made with a business called Monks Yard in Ilminster. After discussing with the person that was arranging the meeting on their end, I ended the telephone conversation by asking the person to repeat the amendments that I wanted them to make and once I was happy that he had everything correct by checking with the list that I had in front of me at the time, I thanked them and ended the call.When a call comes into the office I’ll always take a name (full if possible and preferably) and the company they are calling from, I’ll try and obtain from the caller either what the problem is exactly or from which department the problem arisen from and if they know who within the department they spoke to. I’ll pass messages along to departments or relevant staff members and see what information can be found to resolve the problem.If this is not possible try and locate a member of staff who can help from the information obtained from the caller e. g. A company was expecting a Goods Receipt Note via SAP a week ago, I logged into SAP and saw that I needed to send the Goods Receipt Note but as I didn’t have an training and didn’t know what to do, I located a staff member who I knew had training on this and could help me, I contacted her department and was put through to her and she talked me throug h the problem, however I hadn’t been set up correctly and couldn’tsend out a Good Receipt Note and had to contact IT and get it fixed, during this entire period of getting it fixed and finally sending out the GRN I kept the company informed on what happened and gave them an estimated time that they would receive the GRN. The organisational structure of County Hall is that of a hierarchical structure which uses clear reporting lines and it is easy to see what each team is called and how many people are in that team and how they relate to other people in the system.The communication channels for us are different per team or department for me my phone is linked with everyone else’s in my team and I am able to answer their phone by entering *84 however I am not able to answer any other phone on the floor this way. I can contact anyone internally as long as I know their extension number as this is the main method of contacting anyone internally and I can call anyone externally by simply entering the number 9 before entering their phone number.When I make a external call I introduce myself by saying my name and company that I’m calling from, if I know prior to the phone call which member of staff or department that I want to call I would request to speak to them. If I don’t know who I’m reaching I would explain why I’m calling and request help on locating the member of staff that can help me. When I’m connected to this person, I ideally should have some questions ready or know exactly what information I require.At the end of the call I should summarise the call and recap information to make sure that it is accurate. If a fault was to occur with my telephone I would simply call the IT department and inform them when the problem occurred and how frequent it is happening, they would resolve the issue by either providing a replacement handset until it is fixed or locating the fault and fixing it at their earliest c onvenience.When I received a call I should identify who the caller is and their needs to do this I should follow my phone call procedures and gather the callers name and who they calling from, with this done I have now identified my caller and go about identifying their needs. Sometimes the caller will not provide you with their name at the start of the call as for example in a telephone conversation I had with a man asking for a colleague who was away from the desk, after following call procedures I asked to take a message, once the caller had given me his message, I asked who the call was from and he provided me with his name.Following procedures I will then ask the caller what I can help them with and they should briefly explain why they are calling, depending on why they have called and what my job entails I will either transfer them to another member of my team who can deal with their call, check the availability of a team member and inform the caller that they will call them b ack at a certain time or providing the information that they require to the best of my ability, although I will inform them that I am new and may not be able to answer all their questions.An example of this is when I received a phone call from a lady who wanted to submit a complaint to our department, after taking her name and contact details, she proceeded to tell me why she was complaining and what she would like done about it.During this telephone call I was taking notes so I could pass along her message when the call had ended, at the end of the call when she had finished explaining the problem, I repeated to her the points that I had taken and asked if these were correct, after making some small arrangements I summarised the information that she had given me and once she confirmed it was all correct, I informed her that I was going to pass this along to the relevant person and he would respond as soon as he can, I also informed her that I would call her when I had done this so she would know that action had been taken and it would also create a positive image of myself and my team. Giving accurate information to callers means when someone calls they have done so with the anticipation of getting their question or query answered promptly and professionally. Having up to date information available in a clear and concise manner will confirm in the callers mind that they question has been answered properly. For example if someone rang up asking for details on the most recent consultation regarding one of the teams projects and I gave them a out of date or incorrect document details then it would make a bad impression for the team and could affect their reputation as they may be deemed unreliable.From a callers point of view they want their personal details kept secure and confidential by showing this when dealing with a caller I am showing them that I can be trusted with their personal information and from my point of view, I need to keep the information priva te and respect their privacy otherwise I could become liable for prosecution under the Data Protection Act and with the information that my team handles a lot of it is private and confidential so this is a daily thing. If any confidential or information to do with security is given out, then it is causing a threat to others. Types of information that could affect confidentiality and security are people’s personal details so in my case it would be personal phone numbers and addresses. Therefore to reduce the risk of breaking confidentiality the information should only be handled by those that absolutely need access to it and if anyone requests the information then I should ask the persons whose information it is if they can have it or inform the person asking that someone will contact them.The Data Protection Act was setup to prevent confidential and security information from being given out and it is breaking the law if I was to do so. All these sorts of information should be handled by a maximum of 2 people and seen by no one else; this way no information will be revealed. After answering the call following the team’s procedure, I’d ask the caller if they know the name of the person they wish to speak to, if they don’t ask regarding which department. If they caller doesn’t know who to speak to then I would find out briefly, as they call may be regarding a private matter, what the call in about. Using the information I had gathered it would make it easier to transfer the call to the right person or department.If the person the caller is trying to reach is unavailable either because they are out of the office or away for the moment, then I would try to located someone else that may be able to take the call and explain to them the name of the caller, and what they are calling about as this would save time for the caller as they wouldn’t have to relay the information again. A lot of the time the case with transferring a c all is that the caller would either leave a message or inform me that they would call later, however with some calls that I receive the person they are trying to reach have left the desk momentarily and return while I’m still talking to the caller allowing me to transfer the caller to the person they were trying to reach. I would then inform the caller that I am transferring them to that particular person and explain why they would be more useful and helpful to deal with their request.Another option would be to leave a message I would either leave a message on their answering machine or a note on their computer, I would leave the following details; who the caller was, full name, where they were calling from, the time that they rang and the details of the call and any specific details or requests the caller wanted the intended receiver to know. A problem that could occur and has occurred it when transferring a call to a colleague the connection to the caller has become lost du ring the transfer, To amend this I would simply call them back apologising for the inconvenience, also ringing them back would show that I am keen to help them and am trying my best to provide good customer service. I would then log the problem as a technical fault, however if the problem kept occurring then I would report the problem with the IT department.Another problem that could occur is that I may transfer the caller to the wrong person this may have happened due to a system fault or a technical fault, though in my case it could be due to the fact that I’m new and could have made a mistake. If the caller went to the wrong number then the call would circulate around back to me and I would deal with the call accordingly. However if a call had been transferred to me by mistake then I would explain to the caller that unfortunately they had been transferred to the wrong person, though not necessarily the wrong department. I would apologise to the caller and ask for them to e xplain the problem and then transfer them to the correct person.I would then take a note of the problem and if the problem continued I would contact the transferee informing them that they have transferred the call to the wrong person and if it persists then I would inform IT about the problem. When receiving a phone call from an individual I would follow my teams phone call procedures this would involve doing the following things. If it was my phone that was ringing I was answer it as promptly as possible with the greeting, â€Å"Isaac Young, Major Programmes†, If it was another member of my teams phone that was ringing and due to the layout of the office it is hard to tell which phone is ringing, It is procedure to wait for the phone to ring three times and if it hasn’t been answered by then, I would enter *84 on the phone to take the call and answer with the previous greeting.Once I am connected to the caller I would obtain who the caller is and where they are from, by now the caller has usually mentioned the person they wish to speak to, if the caller mentions why they are calling this is noted when transferring the call and it is not company procedure although it is recommended that you ask what the call is in reference to. When reporting a fault to the IT department I have to be as exact as possible as this will help the issue to be resolved as fast as possible. Having an accurate account of when the problem first started and the frequency the fault occurred, what is actually happening, which can be obtained by the fault log that I have written down. I would request IT to provide a replacement phone while the problem is amended.