Sort these into desirable and preferred requirements for a customer service role.

Preferred vs Desirable Job Entry Requirements

Why and How Managers Plan Importance of planning The planing process Benefits of planning Planning and time management Types of PLans used by managers Long term and short term plans Strageic and tactical plans Operational plans Planning Tools and Techiqunes Forecasting Contrigency planning Scenario planning Benchmaking Use of staff planners Implementing Plans to Achive Results Goal setting Goal management Goal alignment Participation and involvement Planning Def: The process of setting objectives and determining how best to accomplish them Planning at Eaton Corporation “Making the hard decision before events force them upon you, an anticipating the future needs of the market before the demand asset itself Objectives and goals Identifity the specific results or desired outcomes that one intends to achieve Plan Def: A statement of action steps to be taken in order to accomplish the objectives (goals) Steps in the planning process: Define your objectives Determine where you stand vis-a-vis objectives Develpo premises reagrdsing future conditions Analyze alternatives and make a plan Implement the plan and evaluate results What are the benefits of planning Improves focus and flexibility Imporves action orteitation Imporves coordination and control Imporves time management Time Managment Personal time management tips Do say “no” to request that distract you form what you should be doing Dont get bogged down inn details that can be addressed later Do screen telephone calls, emails and meeting request Dont let drop in visitors, text messaging use up your time Do prioritize your important and urgent work Dont become calendar bound by letting other control your schedule Do follow priorities; do most important and urgent work first Some 77% of mangers in one survey said that digital age has increased th number of decisions they have to make 43% said there was less time available to make these decisions Types of plans used by Managers What is teh time horizon Long term vs Short term Long term Look three or more years into teh future Short term plans Typically cover one year or less However: the increasing environmental complexity and dynamism of recent years has severely tested the concept of “long-term” planning Plans are subject to frequent revisions Most executives would likely agree that these complexities adn uncertainties challenge how er actually go about planning and how far ahead we can really plan At the very least we can conclude that there is a lot less permanency to long term plans today and that tey are subject to frequent revision Managment reaeracher Eillot Jaques believes tha people vary in their capability to think with different time horizons Types of Plans used by Managers (3 of 5) Strategic plans Set broad, comprehensive and linger term action directions for teh entire organization or major division Vision Clarifies purpose of the organization and what it hopes to be on the future Typical plans Specify how the organizations resources are used to implement strategy Tactical plans in business often take the form of functional plans Functional plans Incidate how different component within the organiztion will help accompnlish the overall strategy Production plans Finacial plans Facilites Plans Logisitc plans Marketing plans Human Resource Plans Operation plans Describe short-term activities to implement strategic plans Policies: Are standing plans that communicate guidelines for decisions Ex: Policies on office romances: The media is quick to report when a top executive or public figures runs into trouble over an office affair. Are there ant policies on office romances? Employer polices on office raltioshiis vary. One survey find teh following: 24% prohibit relationships among employees in the same department 13% prohibit relationships among employees who have the smae supervisor 80% prohibit relationships between supervisors and subordinates 5% have no restrictions on office romances Procedures: Are rules that describe actions to be taken in specific situations Budgets: are single use plans that commit resources to projects or activities Zero based budgets: allocate resources as if each budget were brand new There is no guarantee that any past funding will be renwer. All propsales, old and new, must compete for available funds at teh start of each new budget cycle Forcasting Attempts to predict the future Qualitaive forecasting uses expert opinions Quantitative forecasting uses mathematical models and statiscal aanylsis of historical data dna surveys Contingency planning Identify alternative course of action to take when things go wrong Anticipate changing conditions Contain trigger points to indicate when to activate plan (or a specific course of action) Scenario planning A long term version of contingency planning Identifying alternative future scenarios Plans made for each future scenario Increases organizations flexibility and preparation for future shocks Benchmarking Use of external and internal comparisons to better evaluate current performance Adopting best practices: things people adn organization do that lead to superior performance Staff Planners Experts who assist in all steps of the planning process They help bring focus and expertise to a wide variety of planning tasks Important: Communication between staff planers landline managers is essential for teh success of teh planning process Goal Setting - Always set SMART goal The solution: Goal Aligment Between Team Leader and Team Member Jonintly plan: Set objectives, set standards, choose actions Individually acy: Perform tasks (member), provide support (leader) Jointly control: Review results, discuss implications, renew cycle x4 Collective effort and commitment Participatroy planning Includes in all planning steps that people who will be affected by the plans adn askedd to help implement them Unloacks motivational potential of goal setting Management by objective (MBO) promotes participation Participation increases understanding and acceptance of plan and commitment to success Participatory planning - Number of people involved in teh decision making process Amazon is intensely focused on what it does. It believes in creating tight single-threaded teams, also known as “2 pizza team.” Data and Decision Making What are some of the important competencies managers must have today? Delegate Marketing and technology Manager must have Technological competency Ability to understand new technologies and to use them to their best advantage Information competency Ability to locate, gather, organize and display information for decision-making and problem solving Analytical competency Ability to evaluate and analyze information to make actual decisions and solve real problems What is the difference between Data and Information Data Raw facts and observation Information Data made useful and meaningful for decision-making Important concepts Big data Exists in huge quantities and is difficult to process without sophisticated mathematical and analytical techniques Data production today Bernard Marr is an internationally best-selling author. He helps organizations improve their business performance, use data more intelligently Data mining The process of analyzing data to produce useful information for decision-makers Management Analytics The systematic evaluation and analysis of data to make informed decision Information drives management Bad Data Refers to information that can be erroneous, misleading, and without general formatting The challenge: Can er use the data that is available in the “Big Data” Needs to be valid Can not trust everything out there Being ethical Look at the trends Data is structured and unstructured Data BIg Data = Structured + Unstructured Information Drive Management decision making What are the characteristics of useful information Easy to access If its credible Accurate Characteristics of useful information: Timely High quality Complete Relevant Understandable What about bad data It's not credible Miss information If it is not structured/ organized Bias based on opinions Confusing If its updated Bad data Refers to information that can be erroneous miss What are some examples of Management information system Business intelligence -BI Information systems to extract and report data in organized ways that are useful to decision-makers Executive dashboards Visually update and display key performance metrics (or Key Performance Indicators -KPIs) and information on a real-time basis Information needs in organization External Environment Information exchanges with the external environment Gather intelligence information Provide public information Information needs within the organizations (internal Enviroement) Information exchange within the organization Facilitate decision making Facilitate problem-solving Managers as information processors Continually gather, share and receive information Now as much electronic as it is face-to-face Always on, always connected How many people telecommute at least once a week 70% of people globally work remotely at least once a week, Work at home after covid 19 our forecast Our best estimate it that 25-30% of the workforce will be working form home multiple days a week by the end of 2021 As of 2023, 12.7% of full time employees work from home, while 28.2% work a hybrid model Managers as problem solvers Problem-solving The process of identifying a discrepancy between actual and desired performance and taking action to resolve it Ishikawa Fishbone diagram To identify the cause of problems Decision A choice among possible alternative courses of action Performance threat Something is wrong or has the potential to go wrong Performance opportunity The situation offers the chance for a better future if the right steps are taken Problem-solving approaches or style - from textbook Problem avoiders Inactive in information gathering and solving problems Problem seekers Proactive in anticipation of problems and opportunities and taking appropriate action to gain an advantage Problem solvers Reactive in gathering information and solving problem Managers - can approach problems in a systematic or intuitive manner Systematic thinking approaches problem in rational, step-by-step and analytical fashion Intuitive thinking approaches problems in a flexible and spontaneous fashion Multidimensional thinking- applies both intuitive and systematic thinking Managers face structured and unstructured problems Structure problems Are ones that are familiar, straight forward, and clear with respect to information needs Program decisions apply solutions that are readily available from past experiences to solve structured problems Know how to solve them Familiar Know what we are dealing with Unstructured problems Are ones that are full of ambiguities and information deficiencies Nonprogrammed decisions apply a specific solution to meet the demands of a unique problem Commonly faced by higher-level management Crisis decision making A crisis involves an unexpected problem that can lead to disaster if not resolved quickly and appropriately Ruled for crisis management Figure out what is going on Remember that speed matters Remember that slow counts, too Respect the danger of the unfamiliar Value the skeptic Be ready to “fight fire with fire” Managers make decisions with various amounts of information Certain environment Offers complete information on possible action alternatives and their consequences Risk environment Lacks complete information but offers probabilities of the likely outcomes for possible action alternatives Uncertain environment Lacks so much information that it is difficult to assign probabilities to the likely outcomes of alternative Ex: Certain and uncertain environments: The worldwide Governance Indicators for over 200 countries, comparing distinct environments (Canada-Brazil) Step 1-Identify and define the problem Focuses on information gathering information processing and deliberation Decision objectives should be established What are some common mistakes in definding problems? Common mistakes in defining problems Defining the problem too broadly or too narrowly Focusing on symptoms instead of causes Choosing the wrong problem to deal with Step 2- Generate and Evaluate Alternative Courses of Action Potential solutions are formulated and more information is gathered, data are analyzed, the advantages and disadvantages of alternative solutions are identified Common mistakes: Abandoning the search for alternatives too quickly Step 3- Decide on a preferred course of Action Two different approaches Behavioural model leads to satisficing decisions Classical model les to optimising decisions Behavioural Model Rationality is bounded because: There are limits our thinks capacity Available information (incomplete) Time constraints Step 4-Implement the decision Involves taking action to make sure the solution decided upon becomes a reality Managers need to have the willingness and ability to implement action plans Problems: Lack of participation error should be avoided Step 5 - Evaluate Results Involves comparing actual and desired results The positive and negative consequences of the chosen course of action should be examined If actual results fall short desire results, the manager returns to earlier steps in the decision-making process At all steps, check ethical reasoning Ask these spotlight questions Utility Does teh decision satisfy all constituents or stakeholders Rights Does the description respect the rights and duties of everyone? Justice Is the decision consistent with the canons of justice Caring Is the decision consistent with my responsibilities to care? Issues in decision-making How do errors happen? Heuristics: are strategies for simplifying decision-making Availability Bias: Bases a decision on recent information or events Representativeness bias: Bases a decision on similarity to other situations Anchoring and Adjustment Bias: Bases a decision on incremental adjustment from a prior decision point Framing error: Tring to solve a problem in the context perceived, positive or negative Confirmation Error: Focusing on information that confirms a decision already made Escalating commitment: Continuing a course of action even though it is not working Creative Decision making Creativity is the generation of a novel idea or unique approach that solves a problem or crafts an opportunity Big C: Creativity occurs when extraordinary things are done by exceptional people Little C: Creativity occurs when average people come up with unique ways to deal with daily events and situations The three types of situational creativity drivers Chapter review What are objectives and goals? The specific results or desired outcomes What are the 5 characteristics of great (SMART) goals? Forecasting - Attempts Qualitative forecasting uses options Quantitative forecasting uses mathematical models and statistical analysis of historical data and surveys Scenarios-Oracle’s crystal ball combines qualitative and quantitative methods

יצא - יוצא He fulfilled his obligation and does not have to do the mitzvah again לכתחילה To begin with - the preferred way to do a Mitzvah בדיעבד After the fact/not the best/he already did the Mitzvah - not in the best way possible. Sometimes it's ok and he does not need to redo it, sometimes, he does need to redo it. חייב - חיוב obligated - obligation -He has to... פטור - פטר exempt - makes exempt - He does not have to... מדאורייתא From the Torah מדרבנן From the Rabbanan - From the Chachamim טמא - טומאה impure - impurity טהור - טהורה pure - purity תנא קמא "The First Tanna" term used to identify the unnamed Rabbi at the beginning of a מחלוקת in a משנה מחלוקת a disagreement (among Rabbis to find out the best way to do a Mitzvah or learn the Torah) שבעת המינים The seven species- special food products of the Land of Eretz Yisrael, mentioned in the Torah

Can you make me a 40 question quiz from the following information? he story of coffee has all the elements of a bestselling novel, such as chance happenings, luck, political intrigue, the high seas and great wealth. With research, you will find many stories and dates when this happened and dates when that happened. Often these stories and dates will conflict with each other. Whatever the history, coffee has become one of the most important trading commodities in the world. Being second only to oil and being one of the most popular beverages, behind tea, beer and of course, water. Coffee growing is a very labour-intensive operation and it provides important trading income for many nations and people throughout the world. The most famous story about the origin of coffee is the story of Kaldi a goat herder from Ethiopia. It is said he noticed that his goats became very active after eating the red berries of a certain plant. He tried a few himself and noticed the stimulating effect of the berries. It is then said that monks started drinking a beverage made from the berries to help stay awake for the prayers; this would have been around 1000 AD. Over the next few hundred years the Arab world started to use the berries as a beverage and coffee was born. In those early years, coffee was mostly confined to the Muslim world with the export of coffee plants and seeds banned. But coffee could not be hidden forever so eventually coffee was introduced to Constantinople and coffee houses were opened in 1475. European traders then brought coffee back to Europe by approximately 1600. At first, coffee was met with a hostile reaction, with some Christians calling it the ‘Devil’s Drink’ and asking Pope Vincent III to ban the beverage. He tried coffee and liked it so much that he is claimed to have said “This beverage is so delicious that it would be a sin to let only misbelievers drink it! Let’s defeat Satan by blessing this beverage, which contains nothing objectionable to a Christian!” Coffee shops sprung up in every city and became an important social and networking place to meet. This tradition continues today with the French word for coffee being ‘Café’. Coffee is said to have changed the social fabric of society by providing a popular non-alcoholic alternative to beer and wine. For the first time in recorded history people were not drunk all the time. Coffee today is grown and enjoyed worldwide and is one of the few crops that small farmers in third-world countries can profitably export. The coffee plant is a tree that is pruned to grow to a height of approximately three metres. This makes cultivating the beans easier as most of the beans are handpicked. The plant has white flowers similar to jasmine that grow in clusters and set to become red cherry-like fruit; beneath the red skin are two pips which are the coffee beans. Because the berries ripen at varying times the fruit must be handpicked to select only those beans ripe for harvest. This requires the picker to pick from the same plant many times and is very labour intensive. This is why coffee is grown in developing countries where labour is cheaper and foreign income is needed. Coffee plants grow best in a mountain tropical climate between the Tropic of Capricorn and the Tropic of Cancer. This mountainous land is another reason why machine picking is very difficult and hand picking is preferred. There are two main species of coffee grown today: Coffee Arabica. Coffee Robusta. Robusta grows at lower altitudes and produces a larger crop than Arabica; therefore, it is cheaper to produce Arabica is the most popular and generally considered to give superior flavour. Most Robusta is grown in Asia and Africa. About 75% of coffee grown is Arabica and 25% Robusta. Robusta is more often used as a blend with Arabica rather than a standalone coffee; used as a filler coffee in the production of instant or to add extra caffeine to an Arabica coffee for the European markets. Robusta is higher in caffeine than Arabica, but the flavour is not as palatable as the more popular Arabica bean. Coffee is produced in about 60 countries throughout the world but production is dominated by three countries producing approximately half the crop: Brazil, Vietnam and Colombia.

Create question using the folowing text: British people are big tea drinkers. It is a tradition in Britain to drink tea for different occasions and reasons. People have it for breakfast, for when guests visit, and for tea breaks at work. People even "have a cuppa" when they talk about their personal problems. However, research from The Tea Group shows that herbal, fruit and other teas have become more popular than traditional English breakfast tea. Researchers conducted a survey of more than 2,000 tea lovers. Over half of people said their favourite tea was not the traditional variety. Over a fifth of people chose green tea as their favourite brew. Just over 20 per cent said Earl Grey was their number one. Sales of traditional tea in the U.K. have been declining. Three years ago, a survey found that 54 per cent of Britons preferred English breakfast tea. The new research shows that breakfast tea is likely to continue to decline in popularity. The researchers found many other things about tea-drinking habits in the U.K. The biggest reason for drinking tea was to relax. A quarter of Britons drink up to 10 cups a day. Brits seem to love milky and sugary tea. Around 85 per cent of people who drink Earl Grey and English breakfast put milk in it. Nearly 45 per cent of people sweeten their tea with sugar. Amazingly, people with a sweet tooth put three teaspoons of sugar in their cup.

Multiple choice quiz on this reading: By 1900, the United States had claimed its place as a world power through the Spanish-American War. As the new century began, the country governed subject territories in Puerto Rico, Hawaii, Guam, the Wake Islands, and the Philippines. U.S. troops also occupied Cuba. U.S. businesses reached beyond the country's borders. During the first decade of the new century, the Coca-Cola Company, Quaker Oats, AT&T, the Standard Oil Company, Du Pont, General Electric, and Ford Motor Company seized the opportunity for international sales. After finding international markets, they built factories abroad, taking advantage of lower labor costs in foreign countries. Then they asked for U.S. protection of their investments and interests. Foreign countries invested heavily in Central America. U.S. investors focused on banana plantations and mining, as well as railroads, with little money in government bonds. By 1913, U.S. investments in Central America totaled about $93 million. British investment in Central America peaked at about $115 million in 1913. About $75 million of that total represented railroad holdings, mostly in Costa Rica and Guatemala. The other $40 million was in government bonds, which were worth little or nothing. The Roosevelt Corollary to the Monroe Doctrine From its earliest days, the United States claimed a special interest in the Western Hemisphere. The Monroe Doctrine, issued in 1823, warned European powers to keep their hands off Latin America. In 1902, Britain, Germany, and Italy mounted a naval blockade of Venezuela. They wanted to force the government to repay its debts. All the countries involved eventually agreed to settle the matter by arbitration. The United States stood back and did nothing, but U.S. citizens were clearly uneasy with the appearance of European military forces in "their" hemisphere. In 1904, President Theodore Roosevelt issued a corollary to the Monroe Doctrine, saying that the United States would act as a police officer to keep order in the region. He intended both to keep European military forces out of the hemisphere and to protect U.S. and European investors, exerting whatever pressure or control on Latin American governments that might be necessary to these ends. In 1905, the Dominican Republic owed $40 million in debts to European lenders. In order to prevent the European nations from using military force to collect their debts, Roosevelt used U.S. power. The United States basically took over collection of Dominican customs taxes, declared that $20 million of the debt was unjustified, and began repayment of the rest. Building a Canal The United States needed a canal through Central America, in order to save shipping time and costs. Colombia had the best location for a canal, and the United States negotiated a deal. It would pay Colombia $10 million for a three-mile-wide strip of land and would make annual rental payments of $250,000 yearly, beginning in 1912. Colombia's Senate turned down the deal, and Roosevelt exploded in rage, calling its members "foolish and homicidal corruptionists." Roosevelt considered seizing the land for the canal by military force but soon found an easier way. The province of Panama seceded from Colombia. A U.S. gunship stood off shore, protecting the Panamanian rebels. They formed a new republic under the protection of the United States. The new country of Panama and the United States agreed on a canal treaty within days. The new treaty had similar terms except that the Canal Zone would be five miles wide, instead of three, and the United States would guarantee and maintain the independence of Panama. Revolutions While Roosevelt welcomed the revolution that separated Panama from Colombia, he opposed most other revolutionary activity. So did his successors in office, William Howard Taft and Woodrow Wilson. The U.S. presidents sent troops to put down revolutions in Nicaragua and Haiti, using U.S. military forces to set up new governments in those countries and maintaining military occupations for years. U.S. military interventions were frequent throughout the hemisphere. Dollar Diplomacy President Taft preferred using "dollar diplomacy" to control Latin American countries. In Honduras, for example, U.S.-based banana companies virtually ran the government. Taft supported expanded U.S. investment in South and Central American countries, the Caribbean, and the Far East. He ordered Secretary of State Philander Chase Knox to protect U.S. investments, sending in military troops if necessary. On the World Stage As a world power, the United States did not limit its involvement to the Western Hemisphere. In 1905, President Roosevelt brought Russia and Japan to the negotiating table to end their war over control of Korea and Manchuria. Roosevelt agreed to Japanese annexation of Korea in return for Japan giving up any claim to China, Hawaii, and the Philippines. Roosevelt won the Nobel Peace Prize for settling this dispute. In 1906, Roosevelt's negotiating powers were tested again. This time, he mediated a dispute between the Alliance powers—Germany, Austria-Hungary, and Italy—with the Entente—France, Russia, and Britain—over control of Morocco. The United States backed France and ended the dispute. No longer an upstart, the United States had taken its place as a world power alongside its former colonial ruler.

La Isla de Pascua This 64-square mile island off Chile’s west coast goes by many names. Its English name is Easter Island, marking the day in 1722 when it was discovered by a European. In Spanish, it is called Isla de Pascua. The Rapa Nui, its first inhabitants, called it “The Navel of the World.” Experts do not agree on the history of Easter Island. It is unclear where the first people came from or when they arrived. Many people believe they came from neighboring Polynesia around AD 300. This culture built 900 enormous stone statues for which the island is famous. The statues are known as moai. Most of the moai are made of volcanic tuff. Tuff is a soft rock made from the ash that is forced out during a volcanic eruption. It is easier to carve than hard stones like marble, but it is not ideal for carving small details. The moai are considered megaliths (large stones that form prehistoric monuments). They stand up to 33 feet high when on their ceremonial platform (the average height is about 13 feet), and they weigh up to 82 tons. They usually have a trunk (body), inset arms, and an exaggerated head with angular edges. The head of each moai takes up about one-third of the total figure. It all shows that the people who created them could engineer monumental structures. Many moai stand with their backs to the sea. They watch the island like protective markers. Some low-relief carvings of religious deities were added to the backs of the moai at a later date. Experts are still trying to understand how they were carved and moved, and what they might mean. Chile took control of the island in 1888. At that time, its population was less than 200. The government used it for grazing livestock. Today, the mystery of Easter Island makes it a popular tourist spot. Valparaíso Valparaíso is a colorful blend of old and new traditions in Chile. This port city is an interesting example of daily life in Chile. Before the Panama Canal was opened in 1914, all ships traveling east to west had to pass all the way around South America. Valparaíso was ideally positioned as a stopping point in the Southern Pacific. Valparaíso has a long history of playing host to a large array of cultures and ideas. The city was known around the world as a place that embraced learning and new ideas. Pablo Neruda had a home in Valparaíso in the 1920s. After the Panama Canal was completed, shipping traffic declined significantly. Valparaíso was forgotten and fell upon hard times. In the 1990s, the government of Chile made an effort to revitalize the colorful port. Today it is a UNESCO (United Nations Educational, Scientific and Cultural Organization) World Heritage site. True to its history of embracing learning, it is also home to four universities. Tourists can visit the first stock exchange in Latin America. Valparaíso also has Chile’s first public library. Visitors stroll through cobblestone streets in the historic district. Here they can also view the city’s iconic colorful buildings. At night, music and street performers liven the experience. Try It Yourself Two Spanish words comprise the name of this city. Val means valley. Paraiso means paradise. The name Valparaíso means Paradise Valley. Can you recognize descriptive Spanish words in other Spanish place names? Start with names of places around you. Las Comidas Tradicionales To Chileans, nothing says home like pastel de choclo, a type of casserole made of beef and corn. The body of the casserole is flavorful. It contains beef, onions, raisins, and roasted chicken. It is topped off with a layer of creamed corn and then baked. Baking it brings out the sweetness in the corn, adding a contrast to the savory meat. The preferred type of corn is called choclo. This variety is grown in rugged conditions in the Andes. The kernels are large and hearty compared to other varieties. Another favorite dish in Chile is a type of meat stew called cazuela. Originally a native dish, it is now known as comfort food in Chile. Pork, beef, lamb, or chicken still on the bone is boiled in a traditional clay pot. To that, corn, potatoes, and other local vegetables are added. It is seasoned with onion and garlic. Pablo Rogat/Shutterstock When Chileans think about dessert, manjar is the first ingredient on their minds. It is a caramel sauce made from cooking milk, sugar, and vanilla. It is found in many desserts. It is used as filling in cakes, pies, and cookies. It is refrigerated to make puddings and custards. People even use it to sweeten their coffee.

Preserved Volume

Related quizzes

Related quizzes