This document discusses challenges facing corporate IT customer service, using Equity Bank as an example. It identifies customer satisfaction as a major problem, as customers often feel their needs are not properly addressed. The author proposes improving customer care by understanding customer needs and addressing them promptly. A project plan is outlined to intervene, with the goal of benefiting customers long-term. Key execution steps include understanding customers, empowering agents with real-time information, and focusing on consistent agent experiences through business process management.
Composition Assistance - Topic Gun ControlAssignment 2 Your R.docxdonnajames55
Composition Assistance - Topic Gun Control
Assignment 2: Your Research Paper's Annotated Bibliography
Revisit the topic that you listed in your research proposal from Module 1, and do some research. If you have some trouble, you may need to narrow it a bit to find appropriate academic source material. Your selected topic will be the topic for your final paper in this class.
For this assignment, you need to complete an annotated bibliography of the sources you are finding for your research paper. As you continue to work on your project, add to your list, so that when you are ready for your final draft you can remove the unused citations and all annotations. After these things are removed, and your page is re-titled “References,” it will be ready to submit as part of the final paper. Here are the things you should look for in a good annotated bibliography:
· You use at least three university-level resources that are authoritative, correct, unbiased, current, and coherent.
· Your title is “References,” not “Bibliography.” Your authors are listed in alphabetical order, and there is a short explanation after every citation.
· Your citations are APA formatted (with hanging indent) and each needed block of annotation text is in the appropriate order.
· The work is formatted in 12 point, Times New Roman font, with one inch margins all around.
· You offer a description of the source’s usefulness: statistics, clever quote, graph, table, fact, or other relevant information. If a source is not useful, you note that it is not going to be used in your paper.
5
Table of Contents
Wireless Network Security 3
Introduction 3
Overview of Wireless Technologies 4
Standards of Wireless Specification: 6
Security Features 6
Wireless Threats 7
Wireless Networks Attacks 8
Conclusion 9
References 10
Wireless Network SecurityIntroduction
The wireless technology has been under threat in terms of security because of hacking aspect, the wireless technology has been under threat as the same as the wired network, but on the other hand they are vulnerable to additional risk( Silva, Santos & Nogueira,2015). The wireless network usually transmits data via the radio frequencies that enhance the possibility of tapping the information by threaten invaders if it is not properly protected. The threaten invaders have founded a way to get the access to the wireless system to steal or destroy the original information, the attackers launch strikes which are related to network bandwidth and prevent the authorized users to use their desired services, and they also keep an eye on the conversations that are taking place. For instance, the hackers or threaten invaders successfully get into wireless systems to have access to important information. The project mainly focuses on the IEEE802.11 and IEEE802.16 which are group of standards for wireless local area networks (WLANs) and metropolitan area networks (WMANs) respectively.Overview of Wireless Technologi.
COMPREHENSIVE SURVEY OF POSSIBLE SECURITY ISSUES ON 4G NETWORKSIJNSA Journal
This paper presents a brief study of recent advances in wireless network security issues. The paper makes a number of contributions to the wireless networking field. First, it studies the 4G mail threats and risk and their design decisions. Second, the security of 4G architecture with next generation network security and 8-security dimensions of 4G network. Third, security issues and possible threats on 4G are discussed. Finally, we proposed four layer security model which manages to ensure more secure packets transmission by taking all the necessary security measures.
This paper presents a brief study of recent advances in wireless network security issues. The paper makes a number of contributions to the wireless networking field. First, it studies the 4G mail threats and risk and their design decisions. Second, the security of 4G architecture with next generation network security and 8-security dimensions of 4G network. Third, security issues and possible threats on 4G are discussed. Finally, we proposed four layer security model which manages to ensure more secure packets transmission by taking all the necessary security measures.
Attacks and Risks in Wireless Network Securityijtsrd
Wireless networks are mostly common and are the part of every organisation or an individual. In this article we look into the technology of wireless network and security features of WLANs, delinquent and attacks in IEEE 802.11 WLANs. There are variety of attack methods that can be used against the uses of wireless networks. Modern wireless data network use a variety of techniques to provide obstacles to such attacks. This article also discuss the risks of wireless security in an enterprise. We conclude that combined effort of users, employers and system administrator is required to fight against such malevolent activities. A. C. Sounthararaj | B. VeeraPandiyan "Attacks and Risks in Wireless Network Security" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18625.pdf
Composition Assistance - Topic Gun ControlAssignment 2 Your R.docxdonnajames55
Composition Assistance - Topic Gun Control
Assignment 2: Your Research Paper's Annotated Bibliography
Revisit the topic that you listed in your research proposal from Module 1, and do some research. If you have some trouble, you may need to narrow it a bit to find appropriate academic source material. Your selected topic will be the topic for your final paper in this class.
For this assignment, you need to complete an annotated bibliography of the sources you are finding for your research paper. As you continue to work on your project, add to your list, so that when you are ready for your final draft you can remove the unused citations and all annotations. After these things are removed, and your page is re-titled “References,” it will be ready to submit as part of the final paper. Here are the things you should look for in a good annotated bibliography:
· You use at least three university-level resources that are authoritative, correct, unbiased, current, and coherent.
· Your title is “References,” not “Bibliography.” Your authors are listed in alphabetical order, and there is a short explanation after every citation.
· Your citations are APA formatted (with hanging indent) and each needed block of annotation text is in the appropriate order.
· The work is formatted in 12 point, Times New Roman font, with one inch margins all around.
· You offer a description of the source’s usefulness: statistics, clever quote, graph, table, fact, or other relevant information. If a source is not useful, you note that it is not going to be used in your paper.
5
Table of Contents
Wireless Network Security 3
Introduction 3
Overview of Wireless Technologies 4
Standards of Wireless Specification: 6
Security Features 6
Wireless Threats 7
Wireless Networks Attacks 8
Conclusion 9
References 10
Wireless Network SecurityIntroduction
The wireless technology has been under threat in terms of security because of hacking aspect, the wireless technology has been under threat as the same as the wired network, but on the other hand they are vulnerable to additional risk( Silva, Santos & Nogueira,2015). The wireless network usually transmits data via the radio frequencies that enhance the possibility of tapping the information by threaten invaders if it is not properly protected. The threaten invaders have founded a way to get the access to the wireless system to steal or destroy the original information, the attackers launch strikes which are related to network bandwidth and prevent the authorized users to use their desired services, and they also keep an eye on the conversations that are taking place. For instance, the hackers or threaten invaders successfully get into wireless systems to have access to important information. The project mainly focuses on the IEEE802.11 and IEEE802.16 which are group of standards for wireless local area networks (WLANs) and metropolitan area networks (WMANs) respectively.Overview of Wireless Technologi.
COMPREHENSIVE SURVEY OF POSSIBLE SECURITY ISSUES ON 4G NETWORKSIJNSA Journal
This paper presents a brief study of recent advances in wireless network security issues. The paper makes a number of contributions to the wireless networking field. First, it studies the 4G mail threats and risk and their design decisions. Second, the security of 4G architecture with next generation network security and 8-security dimensions of 4G network. Third, security issues and possible threats on 4G are discussed. Finally, we proposed four layer security model which manages to ensure more secure packets transmission by taking all the necessary security measures.
This paper presents a brief study of recent advances in wireless network security issues. The paper makes a number of contributions to the wireless networking field. First, it studies the 4G mail threats and risk and their design decisions. Second, the security of 4G architecture with next generation network security and 8-security dimensions of 4G network. Third, security issues and possible threats on 4G are discussed. Finally, we proposed four layer security model which manages to ensure more secure packets transmission by taking all the necessary security measures.
Attacks and Risks in Wireless Network Securityijtsrd
Wireless networks are mostly common and are the part of every organisation or an individual. In this article we look into the technology of wireless network and security features of WLANs, delinquent and attacks in IEEE 802.11 WLANs. There are variety of attack methods that can be used against the uses of wireless networks. Modern wireless data network use a variety of techniques to provide obstacles to such attacks. This article also discuss the risks of wireless security in an enterprise. We conclude that combined effort of users, employers and system administrator is required to fight against such malevolent activities. A. C. Sounthararaj | B. VeeraPandiyan "Attacks and Risks in Wireless Network Security" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-6 , October 2018, URL: http://www.ijtsrd.com/papers/ijtsrd18625.pdf
In our research work we are improving the performance of mobile ad hoc networks under jamming attack by using an integrated approach. The proposed work includes a network with high mobility, using IEEE Along g standard jamming attacks and countermeasures in wireless sensor networks
an overview of wireless local area networks and security systemIJAEMSJORNAL
Wireless Communication is one of the fastest growing technologies in the world which is an application of technology and science in the modern life. Radio and telephone to current devices such as mobile phone, laptops, television broadcasting are the most essential part of our life. Wireless LAN, Cellular Telephony and Satellite based communication networks are the several parts of the wireless communication industry. In this paper, we have emphasized on a study of Wireless LAN technologies and its concerned issues: Wireless Networking, What WLANs are, History of WLAN, Need of WLAN, Types of WLAN, Advantages of WLAN, IEEE 802.11 Standards, Network Security.
SECURING IEEE 802.11G WLAN USING OPENVPN AND ITS IMPACT ANALYSISIJNSA Journal
Like most advances, wireless LAN poses both opportunities and risks. The evolution of wireless networking in recent years has raised many serious security issues. These security issues are of great concern for this technology as it is being subjected to numerous attacks. Because of the free-space radio transmission in wireless networks, eavesdropping becomes easy and consequently a security breach may result in unauthorized access, information theft, interference and service degradation. Virtual Private Networks (VPNs) have emerged as an important solution to security threats surrounding the use of public networks for private communications. While VPNs for wired line networks have matured in both research and commercial environments, the design and deployment of VPNs for WLAN is still an evolving field. This paper presents an approach to secure IEEE 802.11g WLAN using OpenVPN, a transport layer VPN solution and its impact on performance of IEEE 802.11g WLAN.
Evaluation of enhanced security solutions inIJNSA Journal
Traditionally, 802.11-based networks that relied on wired equivalent protocol (WEP) were especially
vulnerable to packet sniffing. Today, wireless networks are more prolific, and the monitoring devices used
to find them are mobile and easy to access. Securing wireless networks can be difficult because these
networks consist of radio transmitters and receivers, and anybody can listen, capture data and attempt to
compromise it. In recent years, a range of technologies and mechanisms have helped makes networking
more secure. This paper holistically evaluated various enhanced protocols proposed to solve WEP related
authentication, confidentiality and integrity problems. It discovered that strength of each solution depends
on how well the encryption, authentication and integrity techniques work. The work suggested using a
Defence-in-Depth Strategy and integration of biometric solution in 802.11i. Comprehensive in-depth
comparative analysis of each of the security mechanisms is driven by review of related work in WLAN
security solutions.
Evaluation of Enhanced Security Solutions in 802.11-Based NetworksIJNSA Journal
Traditionally, 802.11-based networks that relied on wired equivalent protocol (WEP) were especially vulnerable to packet sniffing. Today, wireless networks are more prolific, and the monitoring devices used to find them are mobile and easy to access. Securing wireless networks can be difficult because these networks consist of radio transmitters and receivers, and anybody can listen, capture data and attempt to compromise it. In recent years, a range of technologies and mechanisms have helped makes networking more secure. This paper holistically evaluated various enhanced protocols proposed to solve WEP related authentication, confidentiality and integrity problems. It discovered that strength of each solution depends on how well the encryption, authentication and integrity techniques work. The work suggested using a Defence-in-Depth Strategy and integration of biometric solution in 802.11i. Comprehensive in-depth comparative analysis of each of the security mechanisms is driven by review of related work in WLAN security solutions.
Wireless Networks Security in Jordan: A Field StudyIJNSA Journal
The potential of wireless communications, has resulted in a wide expand of wireless networks. However, the vulnerabilities and threats that wireless networks are subjectedto resulted in higher risk for unauthorized users to access the computer networks.This research evaluates the deployed Wireless Network in Jordan as well as the use of the security setting of the systems and equipment used. Caution will be taken to avoid network access as only existence of the network is sought. Wardriving involve the use of freeware tools such as NetStumbler, or Kismet, which was originally developed to be used for helping network administrators make their systems more secure. Thestudy is carried out through field evaluation of the Wireless Local Area Network (WLAN)in light of the use of Wardriving, and proposessome measures that can be taken to improve securityof the wireless network by the users.
https://www.ijmst.com/
IJMST Volume 1 Issue 1, Manuscript 4
As the popularity of mobile devices and wireless networks significantly increased over the
past years. The wireless adhoc network has now become one of the most vibrant and active
fields of communication and networking research. These networks are a new generation of
networks offering unrestricted mobility without any underlying infrastructure. As their
principle application is in disastrous environments, security is critical. Various challenges are
faced in the adhoc environment, mostly due to the resource poorness of these networks. One
man confront in the design of these networks is their vulnerability to security attacks. The
solutions for conventional networks are usually not sufficient to provide efficient adhoc
operations. Just because of its wireless nature of communication and lack of any security
infrastructure raise several security problems and threats.
In this paper, we briefly review the threats an adhoc network faces and the security goals to
be achieved. Moreover, it also presents existing security schemes used in wireless adhoc
networks in order to handle security threats.
Technological developments in computer networks increasingly demand security on systems built. Security also requires flexibility, efficiency, and effectiveness. The exchange of information through the internet connection is a common thing to do now. However, this way can be able to trigger data theft or cyber crime which resulted in losses for both parties. Data theft rate is getting higher by using a wireless network. The wireless system does not have any signal restrictions that can be intercepted Filtering is used to restrict incoming access through the internet. It aims to avoid intruders or people who want to steal data. This is fatal if not anticipated. IP and MAC filtering is a way to protect wireless networks from being used and misused by just anyone. This technique is very useful for securing data on the computer if it joins the public network. By registering IP and MAC on a router, this will keep the information unused and stolen. This system is only a few computers that can be connected to a wireless hotspot by IP and MAC Address listed.
Business UseWeek 1 Assignment #1Instructions1. Plea.docxfelicidaddinwoodie
Business Use
Week 1: Assignment #1
Instructions
1. Please read these two articles:
· Using forensics against a fitbit device to solve a murder: https://www.cbsnews.com/news/the-fitbit-alibi-21st-century-technology-used-to-help-solve-wisconsin-moms-murder/
· How Amazon Echo could be forensically analyzed! https://www.theverge.com/2017/1/6/14189384/amazon-echo-murder-evidence-surveillance-data
2. Then go around in your residence / dwelling (home, apartment, condo, etc) and be creative.
3. Identify at least five appliances or devices that you THINK could be forensically analyzed and then identify how this might be useful in an investigation. Note - do not count your computer or mobile device. Those are obvious!
4. I expect at least one paragraph answer for each device.
Why did I assign this?
The goal is to have you start THINKING about how any device, that is capable of holding electronic data (and transmitting to the Internet) could be useful in a particular investigation!
Due Date
This is due by Sunday, May 10th at 11:59PM
Surname 6
Informative speech on George Stinney Jr.
A. Info research analysis
The general purpose of the speech was to inform people about the civil injustice being done against the African American community in the United States. The specific purpose of the speech was to portray to the audience how an innocent 14-year old black boy suffered in the hands of the South Carolina State law enforcing officers. He was falsely accused of killing two white girls and electrocuted within two months after conviction.
I decided the topic of my speech after perusing through all the suggested topics ad found that the story of George Stinney Jr. was touching and emotional entirely.
This topic benefits the audience and the society in general by giving them an insight of the cruelty that the American law system has against the African American community. The audience gets to know how the shady investigations were done with claims that George had pleaded guilty to the charges of murder when there was no real evidence tying him to the crime or a signed plea agreement.
The alternative view that I found in the research was the version of the investigating officer of the case who claimed that the 14-year old boy managed to kill two girls aged 11 and 7 with a blunt object and ditch them in a nearby trench. This alternative point of view did not make sense because it is hard for a 14-year old boy to use the force that was reported by postmortem results to kill the girls. Therefore, I knew everything was a lie and I had to take the point of view of George’s innocence.
B. informative outline
Introduction:
George Stinney Jr. was an African American boy born on October 21, 1929 in Pinewood, South Carolina, U.S. He is considered as the youngest person to be executed by the United State government in 20th century.
Main body
Investigations of the alleged crimes (Bickford, 05)
The investigations concerning the alleged crimes of George S.
Business UsePALADIN ASSIGNMENT ScenarioYou are give.docxfelicidaddinwoodie
Business Use
PALADIN ASSIGNMENT
Scenario:
You are given a PC and you are faced with this scenario: you don’t know the password to the PC which means you can’t login so you can use a forensic tool like FTK IMAGER to capture the hard drive as a bit-for-bit forensic image AND/OR
1. The hard drive is either soldiered onto the motherboard (there are some new hard drives like this!) or cannot be removed because the screws are stripped (this has happened to me);
2. Even if you figured out the password or got an admin password the PC may have its USB ports blocked via a GPO policy (this is very common in corporations now);
3. Even if you can get the GPO policy overridden you may have some concerns about putting it on the network (which is true especially if you are dealing with malware).
So what you can you do? The best solution is to boot the PC up into forensically sound environment that lets you bypass the password aspect; GPO policy; etc and take a bit-for-bit image. One software that has done the job very well for me is Paladin.
How to get points
If you can send me a screenshot showing me that you had installed Paladin .ISO and made your USB device a bootable device with Paladin using Rufus then you get 10 points.
If you can send me a screenshot showing that you had a chance to boot your computer into Paladin then you will earn an extra 10 points. It is not necessary for you to take a forensic image of your PC but I have included generic instructions here.
Assumptions:
1. You have downloaded Rufus on your computer
2. You have downloaded Paladin on your computer.
Instructions:
1. Make sure you have at least one USB drive.
2. If not down already, download Rufus from https://rufus.ie/.
3. If not done already, download the Paladin ISO image from this website: https://sumuri.com/product/paladin-64-bit-version-7/ which is free. It’s suggested price is $25.00 but you can adjust the price to $0 then order. To be clear – do not pay anything.
4. Insert the USB device in your computer.
5. Run Rufus where you install the Paladin .ISO file on the USB device and make it bootable. Now I could provide you step by step instructions, but this is a Masters class so I want you to explore a bit and figure this out. One good video is this: https://www.youtube.com/watch?v=V6JehM0WDTI.
6. After you are done using Rufus where you have installed Paladin.ISO on the USB device and made it bootable then make sure the USB device is in the PC.
7. Restart your PC. Press F9(HP) laptop) or F12 (Dell laptop) so you can be taken into the BIOS bootup menu.
8. This is where things get a bit tricky e.g. your compute may be configured differently where you have to adjust your BIOS settings. If you do not feel comfortable doing this then stop here. I do not want you to mess up your computer. You have already earned ten extra points!
9. If you still proceed then you will see a list of bootable devices. You may, for example, see a list of devices. Pick the device .
In our research work we are improving the performance of mobile ad hoc networks under jamming attack by using an integrated approach. The proposed work includes a network with high mobility, using IEEE Along g standard jamming attacks and countermeasures in wireless sensor networks
an overview of wireless local area networks and security systemIJAEMSJORNAL
Wireless Communication is one of the fastest growing technologies in the world which is an application of technology and science in the modern life. Radio and telephone to current devices such as mobile phone, laptops, television broadcasting are the most essential part of our life. Wireless LAN, Cellular Telephony and Satellite based communication networks are the several parts of the wireless communication industry. In this paper, we have emphasized on a study of Wireless LAN technologies and its concerned issues: Wireless Networking, What WLANs are, History of WLAN, Need of WLAN, Types of WLAN, Advantages of WLAN, IEEE 802.11 Standards, Network Security.
SECURING IEEE 802.11G WLAN USING OPENVPN AND ITS IMPACT ANALYSISIJNSA Journal
Like most advances, wireless LAN poses both opportunities and risks. The evolution of wireless networking in recent years has raised many serious security issues. These security issues are of great concern for this technology as it is being subjected to numerous attacks. Because of the free-space radio transmission in wireless networks, eavesdropping becomes easy and consequently a security breach may result in unauthorized access, information theft, interference and service degradation. Virtual Private Networks (VPNs) have emerged as an important solution to security threats surrounding the use of public networks for private communications. While VPNs for wired line networks have matured in both research and commercial environments, the design and deployment of VPNs for WLAN is still an evolving field. This paper presents an approach to secure IEEE 802.11g WLAN using OpenVPN, a transport layer VPN solution and its impact on performance of IEEE 802.11g WLAN.
Evaluation of enhanced security solutions inIJNSA Journal
Traditionally, 802.11-based networks that relied on wired equivalent protocol (WEP) were especially
vulnerable to packet sniffing. Today, wireless networks are more prolific, and the monitoring devices used
to find them are mobile and easy to access. Securing wireless networks can be difficult because these
networks consist of radio transmitters and receivers, and anybody can listen, capture data and attempt to
compromise it. In recent years, a range of technologies and mechanisms have helped makes networking
more secure. This paper holistically evaluated various enhanced protocols proposed to solve WEP related
authentication, confidentiality and integrity problems. It discovered that strength of each solution depends
on how well the encryption, authentication and integrity techniques work. The work suggested using a
Defence-in-Depth Strategy and integration of biometric solution in 802.11i. Comprehensive in-depth
comparative analysis of each of the security mechanisms is driven by review of related work in WLAN
security solutions.
Evaluation of Enhanced Security Solutions in 802.11-Based NetworksIJNSA Journal
Traditionally, 802.11-based networks that relied on wired equivalent protocol (WEP) were especially vulnerable to packet sniffing. Today, wireless networks are more prolific, and the monitoring devices used to find them are mobile and easy to access. Securing wireless networks can be difficult because these networks consist of radio transmitters and receivers, and anybody can listen, capture data and attempt to compromise it. In recent years, a range of technologies and mechanisms have helped makes networking more secure. This paper holistically evaluated various enhanced protocols proposed to solve WEP related authentication, confidentiality and integrity problems. It discovered that strength of each solution depends on how well the encryption, authentication and integrity techniques work. The work suggested using a Defence-in-Depth Strategy and integration of biometric solution in 802.11i. Comprehensive in-depth comparative analysis of each of the security mechanisms is driven by review of related work in WLAN security solutions.
Wireless Networks Security in Jordan: A Field StudyIJNSA Journal
The potential of wireless communications, has resulted in a wide expand of wireless networks. However, the vulnerabilities and threats that wireless networks are subjectedto resulted in higher risk for unauthorized users to access the computer networks.This research evaluates the deployed Wireless Network in Jordan as well as the use of the security setting of the systems and equipment used. Caution will be taken to avoid network access as only existence of the network is sought. Wardriving involve the use of freeware tools such as NetStumbler, or Kismet, which was originally developed to be used for helping network administrators make their systems more secure. Thestudy is carried out through field evaluation of the Wireless Local Area Network (WLAN)in light of the use of Wardriving, and proposessome measures that can be taken to improve securityof the wireless network by the users.
https://www.ijmst.com/
IJMST Volume 1 Issue 1, Manuscript 4
As the popularity of mobile devices and wireless networks significantly increased over the
past years. The wireless adhoc network has now become one of the most vibrant and active
fields of communication and networking research. These networks are a new generation of
networks offering unrestricted mobility without any underlying infrastructure. As their
principle application is in disastrous environments, security is critical. Various challenges are
faced in the adhoc environment, mostly due to the resource poorness of these networks. One
man confront in the design of these networks is their vulnerability to security attacks. The
solutions for conventional networks are usually not sufficient to provide efficient adhoc
operations. Just because of its wireless nature of communication and lack of any security
infrastructure raise several security problems and threats.
In this paper, we briefly review the threats an adhoc network faces and the security goals to
be achieved. Moreover, it also presents existing security schemes used in wireless adhoc
networks in order to handle security threats.
Technological developments in computer networks increasingly demand security on systems built. Security also requires flexibility, efficiency, and effectiveness. The exchange of information through the internet connection is a common thing to do now. However, this way can be able to trigger data theft or cyber crime which resulted in losses for both parties. Data theft rate is getting higher by using a wireless network. The wireless system does not have any signal restrictions that can be intercepted Filtering is used to restrict incoming access through the internet. It aims to avoid intruders or people who want to steal data. This is fatal if not anticipated. IP and MAC filtering is a way to protect wireless networks from being used and misused by just anyone. This technique is very useful for securing data on the computer if it joins the public network. By registering IP and MAC on a router, this will keep the information unused and stolen. This system is only a few computers that can be connected to a wireless hotspot by IP and MAC Address listed.
Business UseWeek 1 Assignment #1Instructions1. Plea.docxfelicidaddinwoodie
Business Use
Week 1: Assignment #1
Instructions
1. Please read these two articles:
· Using forensics against a fitbit device to solve a murder: https://www.cbsnews.com/news/the-fitbit-alibi-21st-century-technology-used-to-help-solve-wisconsin-moms-murder/
· How Amazon Echo could be forensically analyzed! https://www.theverge.com/2017/1/6/14189384/amazon-echo-murder-evidence-surveillance-data
2. Then go around in your residence / dwelling (home, apartment, condo, etc) and be creative.
3. Identify at least five appliances or devices that you THINK could be forensically analyzed and then identify how this might be useful in an investigation. Note - do not count your computer or mobile device. Those are obvious!
4. I expect at least one paragraph answer for each device.
Why did I assign this?
The goal is to have you start THINKING about how any device, that is capable of holding electronic data (and transmitting to the Internet) could be useful in a particular investigation!
Due Date
This is due by Sunday, May 10th at 11:59PM
Surname 6
Informative speech on George Stinney Jr.
A. Info research analysis
The general purpose of the speech was to inform people about the civil injustice being done against the African American community in the United States. The specific purpose of the speech was to portray to the audience how an innocent 14-year old black boy suffered in the hands of the South Carolina State law enforcing officers. He was falsely accused of killing two white girls and electrocuted within two months after conviction.
I decided the topic of my speech after perusing through all the suggested topics ad found that the story of George Stinney Jr. was touching and emotional entirely.
This topic benefits the audience and the society in general by giving them an insight of the cruelty that the American law system has against the African American community. The audience gets to know how the shady investigations were done with claims that George had pleaded guilty to the charges of murder when there was no real evidence tying him to the crime or a signed plea agreement.
The alternative view that I found in the research was the version of the investigating officer of the case who claimed that the 14-year old boy managed to kill two girls aged 11 and 7 with a blunt object and ditch them in a nearby trench. This alternative point of view did not make sense because it is hard for a 14-year old boy to use the force that was reported by postmortem results to kill the girls. Therefore, I knew everything was a lie and I had to take the point of view of George’s innocence.
B. informative outline
Introduction:
George Stinney Jr. was an African American boy born on October 21, 1929 in Pinewood, South Carolina, U.S. He is considered as the youngest person to be executed by the United State government in 20th century.
Main body
Investigations of the alleged crimes (Bickford, 05)
The investigations concerning the alleged crimes of George S.
Business UsePALADIN ASSIGNMENT ScenarioYou are give.docxfelicidaddinwoodie
Business Use
PALADIN ASSIGNMENT
Scenario:
You are given a PC and you are faced with this scenario: you don’t know the password to the PC which means you can’t login so you can use a forensic tool like FTK IMAGER to capture the hard drive as a bit-for-bit forensic image AND/OR
1. The hard drive is either soldiered onto the motherboard (there are some new hard drives like this!) or cannot be removed because the screws are stripped (this has happened to me);
2. Even if you figured out the password or got an admin password the PC may have its USB ports blocked via a GPO policy (this is very common in corporations now);
3. Even if you can get the GPO policy overridden you may have some concerns about putting it on the network (which is true especially if you are dealing with malware).
So what you can you do? The best solution is to boot the PC up into forensically sound environment that lets you bypass the password aspect; GPO policy; etc and take a bit-for-bit image. One software that has done the job very well for me is Paladin.
How to get points
If you can send me a screenshot showing me that you had installed Paladin .ISO and made your USB device a bootable device with Paladin using Rufus then you get 10 points.
If you can send me a screenshot showing that you had a chance to boot your computer into Paladin then you will earn an extra 10 points. It is not necessary for you to take a forensic image of your PC but I have included generic instructions here.
Assumptions:
1. You have downloaded Rufus on your computer
2. You have downloaded Paladin on your computer.
Instructions:
1. Make sure you have at least one USB drive.
2. If not down already, download Rufus from https://rufus.ie/.
3. If not done already, download the Paladin ISO image from this website: https://sumuri.com/product/paladin-64-bit-version-7/ which is free. It’s suggested price is $25.00 but you can adjust the price to $0 then order. To be clear – do not pay anything.
4. Insert the USB device in your computer.
5. Run Rufus where you install the Paladin .ISO file on the USB device and make it bootable. Now I could provide you step by step instructions, but this is a Masters class so I want you to explore a bit and figure this out. One good video is this: https://www.youtube.com/watch?v=V6JehM0WDTI.
6. After you are done using Rufus where you have installed Paladin.ISO on the USB device and made it bootable then make sure the USB device is in the PC.
7. Restart your PC. Press F9(HP) laptop) or F12 (Dell laptop) so you can be taken into the BIOS bootup menu.
8. This is where things get a bit tricky e.g. your compute may be configured differently where you have to adjust your BIOS settings. If you do not feel comfortable doing this then stop here. I do not want you to mess up your computer. You have already earned ten extra points!
9. If you still proceed then you will see a list of bootable devices. You may, for example, see a list of devices. Pick the device .
Business UsePractical Connection WorkThis work is a writte.docxfelicidaddinwoodie
Business Use
Practical Connection Work
This work is a written assignment where students will demonstrate how this course research has connected and been put into practice within their own career.
Assignment:
Provide a reflection of at least 500 words of how the knowledge, skills, or theories of this course, to date, have been applied, or could be applied, in a practical manner to your current work environment.
If you are not currently working, then this is where you can be creative and identify how you THINK this could be applied to an employment opportunity in your field of study.
Requirements:
Provide a 500 word minimum reflection.
Use of proper APA formatting and citations. If supporting evidence from outside resources is used those must be properly cited.
Share a personal connection that identifies specific knowledge and theories from this course.
You should NOT provide an overview of the assignments given in the course. Reflect and write about how the knowledge and skills obtained through meeting course objectives were applied or could be applied in the workplace.
// Pediatric depressionTherapy for Pediatric Clients with Mood Disorders
An African American Child Suffering From Depression
BACKGROUND INFORMATION
The client is an 8-year-old African American male who arrives at the ER with his mother. He is exhibiting signs of depression.
Client complained of feeling “sad” Mother reports that teacher said child is withdrawn from peers in class Mother notes decreased appetite and occasional periods of irritation Client reached all developmental landmarks at appropriate ages Physical exam unremarkable Laboratory studies WNL Child referred to psychiatry for evaluation Client seen by Psychiatric Nurse Practitioner
MENTAL STATUS EXAM
Alert & oriented X 3, speech clear, coherent, goal directed, spontaneous. Self-reported mood is “sad”. Affect somewhat blunted, but child smiled appropriately at various points throughout the clinical interview. He denies visual or auditory hallucinations. No delusional or paranoid thought processes noted. Judgment and insight appear to be age-appropriate. He is not endorsing active suicidal ideation, but does admit that he often thinks about himself being dead and what it would be like to be dead.
The PMHNP administers the Children's Depression Rating Scale, obtaining a score of 30 (indicating significant depression)
RESOURCES
§ Poznanski, E., & Mokros, H. (1996). Child Depression Rating Scale--Revised. Los Angeles, CA: Western Psychological Services.
Decision Point OneSelect what the PMHNP should do:Begin Zoloft 25 mg orally daily
Begin Paxil 10 mg orally daily
Begin Wellbutrin 75 mg orally BID
.
Business System Analyst
SUMMARY:
· Cognos Business In experience intelligence with expertise in Software Design, Development, and Analysis, Teradata, Testing, Data Warehouse and Business Intelligence tools.
· Expertise in Cognos 11/10.2, 10.1, 8.x (Query Studio, Report Studio, Analysis Studio, Business Insight/Workspace, Business Insight/Workspace Advanced, Metric Studio (Score carding), Framework Manager, Cognos Connection)
· Expertise in Installation and Configuration of Cognos BI Products in Distributed environment on Windows
· Expertise with Framework Manager Modeling (Physical Layer, Business Layer, Packages) and Complex Report building with Report Studio.
· Expertise developing complex reports using drill-through reports, prompts, dashboards, master-detail, burst-reports, dynamic filtering in Cognos.
· Expertise in creating Dashboard reports using Java Script in Report studio.
· Expertise in building scorecard reports and dashboard reports using metric studio.
· Expertise with Transformer models and cubes that were used in Power play analysis and also these cubes were used in various Analysis Studio reports.
· Expertise with MDX Functions in Report Studio using Multi-dimensional Sources.
· Expertise with Cognos security (LDAP, Active Directory, Access manager, object level security, data security).
· Expertise with Tabbed Inter-phases and with Interactive Behavior of value based chart highlighting.
· Sound Skills in developing SQL Scripts, PL/SQL Stored Procedures, functions, packages.
· Expertise on production support and troubleshoot/test issues with existing reports and cubes.
· Experienced with MS SQL Server BI Tools like SSIS, SSRS and SSAS.
· Expertise in creation of packages, Data and Control tasks, Reports and Cubes using MS SQL Server BI Tools.
· Ability to translate business requirements into technical specifications and interact with end users to gather requirements for reporting.
· Good understanding of business process in Financial, Insurance and Healthcare areas.
· Expertise in infrastructure design for the cognos environment and security setup for different groups as per business requirement.
· Creating training material on all the Ad-Hoc training
· Expertise in all the basic administrative tasks like deployments, routing rule setup’s , user group setup , folder level securities etc.
· Have deployment knowledge of IBM Cognos report in Application servers like WAS.
· Have knowledge on handling securities and administration functionalities on IBM Cognos 10.x
· Good work ethics, detail oriented, fast learner, team oriented, flexible and adaptable to all kinds of stressful environments. Possess excellent communication and interpersonal skills.
Technical Skills:
BI Platform
Cognos 11,10.2, 10.1, 8.x (Query Studio, Report Studio, Analysis Studio, Business Insight/Workspace, Business Insight/Workspace Advanced, Metric Studio (Score carding), Framework Manager, Cognos Connection)
Data Base
MS Access, MS SQL Server, Orac.
Business StrategyOrganizations have to develop an international .docxfelicidaddinwoodie
Business Strategy
Organizations have to develop an international Human Resources Management Strategy, when they expand globally. Which do you think is more critical for international Human Resource Management:
Understanding the cultural environment, or
Understanding the political and legal environment?
Please choose 1 position and give a rationale; examples are also a way to demonstrate your understanding of the learning concepts.
.
Business StrategyGroup BCase Study- KFC Business Analysis.docxfelicidaddinwoodie
Business Strategy
Group B
Case Study- KFC Business Analysis
Abstract
Introduced in 1952 by Colonel Sanders
Second largest restaurant chain today in terms of popularity
Annual revenue of $23 billion
Diversified its menu to suit cultural needs of people across different countries
Hindering factors in KFC’s growth are growing consumer health consciousness, animal welfare criticism, environmental criticism
Introduction
KFC was born in 1952 and its founder was Colonel Sanders
First franchise to grow globally over international market
By the 1960s – 1980s the market was booming in countries like England, Mexico, China
Management and ownership transferred over the years to Heublin, Yum Brands and PepsiCo.
Annual revenue of $23 billion in 2013
KFC had expanded its menu to suit cultural needs of people across different countries
Hindering factors in KFC’s growth are growing consumer health consciousness, animal welfare criticism, environmental criticism, logistic management issue in UK, cultural differences in Asian countries towards accepting the fried chicken menu.
Factors contributing to KFC’s global success
The core reason for KFCs success is it’s mandate to follow strict franchise protocols that have continuously satisfied customers demands:
The quality of the chicken cooked in KFC has certain specific guidelines
The size of the restaurant should be 24x60 feet.
The restaurant washrooms and ktichen has certain cleanliness standards
Food that is not sold off needs to be trashed
The workers need to have a specific clothing and uniform.
A certain % of the gross earnings should be used for advertisement and R&D
Air conditioning is mandatory in the outlets
Global number of KFC restaurants in the past decade
Importance of cultural factors to KFC’s sales success in India and China
Culture is the collective programming of the human mind that distinguishes the members of one human group from those of another. Culture in this sense is a system of collectively held values
“Culture is everything that people have, think, and do as members of their society”, which demonstrating that culture is made up of (1) material objects; (2) ideas, values, attitudes and beliefs; and (3) specified, or expected behavior.
Many scholars have theorized and studied the notion of cross-cultural adaptation, which tends to move from one culture to another one, by learning the elements such as rules, norms, customs, and language of the new culture (Oberg 1960, Keefe and Padilla 1987, Kealey 1989). According to Ady (1995),
“Cultural adaptation is the evolutionary process by which an individual modifies his personal habits and customs to fit into a particular culture. It can also refer to gradual changes within a culture or society that occur as people from different backgrounds participating in the culture and sharing their perspectives and practices.”
Cultural factors in India that go against KFC’s original recipe.
.
Business Strategy Differentiation, Cost Leadership, a.docxfelicidaddinwoodie
Business Strategy:
Differentiation, Cost Leadership,
and Integration
Lina Deng
Business Strategy and Competitive Advantage
• A business-level strategy is an integrated and
coordinated set of commitments and actions designed
to provide value to customers and to gain a competitive
advantage by utilizing core competencies in specific
individual product markets.
6–2
Business-Level Strategy:
How to Compete for Advantage?
• Answer the “Who, What, Why, and How”
Ø Who - which customer segments to serve?
Ø What needs, wishes, desires will we satisfy?
Ø Why do we want to satisfy them?
Ø How will we satisfy customers’ needs?
• Details actions that managers take in the quest
for competitive advantage
Ø Single product or group of similar products
6–3
Industry and Firm Effects Jointly Determine
Competitive Advantage
6–4
Business Strategy and Competitive Advantage
• Two fundamental questions:
Ø How do you generate advantage?
Ø How do you sustain advantage?
• Key idea for sustainability is “barriers to imitation.”
Ø How long will it be before the first rival
imitates the first mover?
Ø How fast does new imitation occur
once it starts?
v These two factors determine appropriability.
6–5
Business Strategy and Competitive Advantage
• Does market share generate competitive advantage?
Ø The computer industry is an excellent example of the lack
of correspondence between market share and profit rates.
IBM was a clear market leader in terms of market share
but had only mediocre economic performance relative to its
rivals. High market share is no guarantee of high rates
of profitability.
6–6
Business Strategy and Competitive Advantage
• Does market share generate competitive advantage?
Ø Perhaps high market share causes high profit rates.
Ø But it could equally well be that there is a third factor
(e.g., good service capabilities, such as those of
Caterpillar), either not considered or unobserved by us,
that causes both high profitability and high market share.
v In this case, we would see a correlation
between profitability and market share
but there is no causal explanation.
Business Strategy and Competitive Advantage
• When can market share work to generate and sustain
an advantage?
Ø Scale economies (to generate cost leadership advantage)
combined with high exit costs (to sustain the advantage)
may make market share a defensible advantage.
6–8
Business Strategy and Competitive Advantage
• An organization’s knowledge or expertise can lead to
sustainable advantage if:
Ø The knowledg.
Business RequirementsReference number Document Control.docxfelicidaddinwoodie
Business Requirements
Reference number:
Document Control
Change Record
Date
Author
Version
Change Reference
Reviewers
Name
Position
Table of Contents
2Document Control
1
Business Requirements
4
1.1
Project Overview
4
1.2
Background including current process
4
1.3
Scope
4
1.3.1
Scope of Project
4
1.3.2
Constraints and Assumptions
5
1.3.3
Risks
5
1.3.4
Scope Control
5
1.3.5
Relationship to Other Systems/Projects
5
1.3.6
Definition of Terms (if applicable)
5
1 Business Requirements
1.1 Project Overview
Provide a short, yet complete, overview of the project.
1.2 Background including current process
Describe the background to the project, (same section may be reused in the Quality Plan) include:
This project is
The project goal is to
The IT role for this project is
1.3 Scope
1.3.1 Scope of Project
The scope of this project includes a number of areas. For each area, there should be a corresponding strategy for incorporating these areas into the overall project.
Applications
In order to meet the target production date, only these applications will be implemented:
Sites
These sites are considered part of the implementation:
Process Re-engineering
Re-engineering will
Customization
Customizations will be limited to
Interfaces
the interfaces included are:
Architecture
Application and Technical Architecture will
Conversion
Only the following data and volume will be considered for conversion:
Testing
Testing will include only
Funding
Project funding is limited to
Training
Training will be
Education
Education will include
1.3.2 Constraints and Assumptions
The following constraints have been identified:
The following assumptions have been made in defining the scope, objectives and approach:
1.3.3 Risks
The following risks have been identified as possibly affecting the project during its progression:
1.3.4 Scope Control
The control of changes to the scope identified in this document will be managed through the Change Control, with business owner representative approval for any changes that affect cost or timeline for the project.
1.3.5 Relationship to Other Systems/Projects
It is the responsibility of the business unit to inform IT of other business initiatives that may impact the project. The following are known business initiatives:
1.3.6 Definition of Terms (if applicable)
List any definitions that will be used throughout the duration of the project.
5
A working structure is the fundamental programming that bargains with all the mechanical social affair and other programming on a PC. It other than pulls in us to visit with the PC without perceiving how to talk the piece PC programs language's. A working structure is inside theory of programming on a contraption that keeps everything together. Working systems visit with the's contraption. They handle everything from your solace and mice to the Wi-Fi radio, gathering contraptions, and show. Symbolically, a worki.
Business ProposalThe Business Proposal is the major writing .docxfelicidaddinwoodie
Business Proposal
The Business Proposal is the major writing assignment in the course. You are to create and submit a formal proposal that suggests how to change something within an organization. This organization can be large or small, a place of employment now or in the past, or an organization to which the students belong. From past experiences, it is best to use a business with fewer than 200 employees, and one with which you have personal experience. It could be a place where you currently work or a place you have worked or volunteered in the past.
The change can be specific to a unit or can apply to the whole organization; it can relate to how important information is distributed, who has access to important information, how information is accessed, or any other change in practices the students see as having a benefit. The proposal should be directed to the person or committee with the power to authorize the change. However, if you are working within a large organization, and asking for a small organizational change, communicating with a CEO or president may not make the most sense. You need to think about who within the organization might be the best person for the type of change suggested.
For the submission, you are to follow the guidelines for formal proposals available in Chapter 10 of the text. You can review 10.1, 10.4, and 10.19 for more information about specific components for a well-written formal business proposal. A complete proposal must have all required sections of a formal report excluding the copy of an RFP and the Authorization. The final draft of the proposal should be 1500–2000 words, and include the following necessary formal proposal components:
Letter of transmittal
Executive summary
Title page
Table of contents
List of illustrations
Introduction
Background: Purpose/problem
Proposal: plan, schedule, details
Staffing
Budget
Appendix
Formatting does matter for this assignment, and you are to check the text for details about how to format and draft the different proposal segments. Proposals don't just have text; graphics and charts are necessary, too. In addition, research is important, and footnotes and references must be included. All content should be concise, clear, and detailed. The proposal should be well-written with appropriate grammar, spelling, and punctuation.
This is a scaffolded writing project that consists of four assignments.
.
Business ProjectProject Progress Evaluation Feedback Form .docxfelicidaddinwoodie
Business Project
Project Progress Evaluation
Feedback Form Week 3
Date:
__________________________________________________
Student Name:
__________________________________________________
__________________________________________________
Project Title: Effect Of Increasing Training Budget
Project Type: Business Research
Researchers:
Has a topic been chosen and a problem statement created?
Yes { } NO { }
Was the problem statement submitted in a 1-4 page paper that includes an introduction to the topic with appropriate documentation?
Yes { } No { }
Specifically, if any, needs additional content or rewriting to create more clarity? What specific recommendations do you have to help in this process?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
What is your workable timetable that states specific objectives and target completion dates for completing the final draft of the plan? Write the timetable below:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Feedback Form #3 – Project Proposal and Plan
▼
THE UK’S LEADING PROVIDER OF EXPERT SERVICES FOR IT PROFESSIONALS
NATIONAL COMPUTING CENTRE
IT Governance
Developing a successful governance strategy
A Best Practice guide for decision makers in IT
IT Governance
Developing a successful governance strategy
A Best Practice guide for decision makers in IT
The effective use of information technology is now an accepted organisational imperative - for
all businesses, across all sectors - and the primary motivation; improved communications and
commercial effectiveness. The swift pace of change in these technologies has consigned many
established best practice approaches to the past. Today's IT decision makers and business
managers face uncertainty - characterised by a lack of relevant, practical, advice and standards
to guide them through this new business revolution.
Recognising the lack of available best practice guidance, the National Computing Centre has
created the Best Practice Series to capture and define best practice across the key aspects of
successful business.
Other Titles in the NCC Best Practice series:
IT Skills - Recruitment and Retention ISBN 0-85012-867-6
The New UK Data Protection Law ISBN 0-85012-868-4
Open Source - the UK opportunity ISBN 0-85012-874-9
Intellectual Property Rights - protecting your intellectual assets ISBN 0-85012-872-2
Aligning IT with Business Strategy ISBN 0-85012-889-7
Enterprise Architecture - underst.
BUSINESS PROCESSES IN THE FUNCTION OF COST MANAGEMENT IN H.docxfelicidaddinwoodie
BUSINESS PROCESSES IN THE FUNCTION OF COST
MANAGEMENT IN HEALTHCARE INSTITUTIONS
1
1
st
IVANA DRAŽIĆ LUTILSKY
Departement of Accounting
Faculty of Economics and Business
University of Zagreb
Croatia
[email protected]
2
nd
LUCIJA JUROŠ
Faculty of Economics and Business
[email protected]
Abstract: This paper is dealing with the importance of business processes regarding costs
tracking and cost management in healthcare institutions. Various changes within the health
care system and funding of hospitals require the introduction of management information
systems and cost accounting. The introduction of cost accounting in public hospitals would
allow the planning and control of costs, monitoring of costs per patient or service and the
calculation of indicators for the analysis and assessment of the economic performance of the
business of public hospitals and lead to the transparency of budget spending. A model that
would be suited to the introduction in the public hospital is full cost allocation model based on
activities or processes that occur, known as the ABC method. Given that this is a calculation
of cost of services provided through various internal business processes, it is important to
identify all business processes in order to be able to calculate the costs incurred by services.
Although the hospital does not do business with the aim to make a profit, they must follow all
the costs (direct and indirect) to be able to calculate the full costs i.e. the price of the service
provided. In addition, the long-term sustainability of business activities in terms of funding
difficulties and the continuous growth of cost of services provided, hospitals must control and
reduce the cost of the program and specific activities. Therefore, the objective of this paper is
to point out the importance of business processes while introducing ABC method.
Keywords: Business Processes, Cost management, ABC method, Healthcare Institutions
1
This work has been fully supported by University of Zagreb funding the project “Business processes in the
implementation of cost management in healthcare system”, Any opinions, findings, and conclusions or
recommendations expressed in this paper are those of the authors and do not necessarily reflect the views of
University of Zagreb.
mailto:[email protected]
1 Introduction
In recent years, the efficiency of the management in health care services and the system of
quality in health care institutions significantly increased. Patients expect more from
healthcare providers and higher standards of care. At the same time, those who pay for
health services are increasingly concerned about the rising costs of health care services, but
also the potential ineffectiveness of the health care system. Consequently, there is a broad
interest in understanding the ways of efficient work of health care management and .
Business Process Management JournalBusiness process manageme.docxfelicidaddinwoodie
Business Process Management Journal
Business process management: a maturity assessment of Saudi Arabian
organizations
Omar AlShathry,
Article information:
To cite this document:
Omar AlShathry, (2016) "Business process management: a maturity assessment of Saudi Arabian
organizations", Business Process Management Journal, Vol. 22 Issue: 3, pp.507-521, https://
doi.org/10.1108/BPMJ-07-2015-0101
Permanent link to this document:
https://doi.org/10.1108/BPMJ-07-2015-0101
Downloaded on: 04 September 2018, At: 00:11 (PT)
References: this document contains references to 26 other documents.
To copy this document: [email protected]
The fulltext of this document has been downloaded 1083 times since 2016*
Users who downloaded this article also downloaded:
(2016),"Process improvement for professionalizing non-profit organizations: BPM approach",
Business Process Management Journal, Vol. 22 Iss 3 pp. 634-658 <a href="https://doi.org/10.1108/
BPMJ-08-2015-0114">https://doi.org/10.1108/BPMJ-08-2015-0114</a>
(2016),"Ownership relevance in aspect-oriented business process models", Business
Process Management Journal, Vol. 22 Iss 3 pp. 566-593 <a href="https://doi.org/10.1108/
BPMJ-01-2015-0006">https://doi.org/10.1108/BPMJ-01-2015-0006</a>
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*Related content and download information correct at time of download.
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Business process management:
a maturity assessment of Saudi
Arabian organizations
Omar AlShathry
Department of Information Systems,
Imam Mohammed Bin Saud University, Riyadh, Saudi Arabia
Abstract
Purpose – Business Process Management (BPM) has become increasingly common among organizations
in d.
Business Plan[Your Name], OwnerPurdue GlobalBUSINESS PLANDate.docxfelicidaddinwoodie
Business Plan[Your Name], Owner
Purdue Global
BUSINESS PLAN
Date
1. EXECUTIVE SUMMARY
1.1 Product
1.2 Customers
1.3 What Drives Us
2. COMPANY DESCRIPTION
2.1 Mission and Vision Statements
2.2 Principal Members at Startup (In Unit 7 you will expand on this section to include medium and long term personnel plans for all team members, including the line staff.)
2.2.1 Using chapter 10 of your text, write the plan, using the section in Chapter 10 that shows how to introduce each team member and describe their background and responsibilities. You will start with the leaders and managers, then discuss other employees as needed for your company to grow.
2.2.2 Use this spreadsheet to show the planning
Leaders/managers (unit 1)
When needed (number of months/years after opening)
Outside Services Needed
Key Functions
Add line staff (Unit 7)
2.3 Legal Structure
3. MARKET RESEARCH
3.1 Industry (from SBA, Business Guides by Industry, and Bureau of Labor Statistics)
3.1.1 Industry description
3.2.1 Resources used
3.2 Customers (from SBA site fill in worksheet, then use text for spreadsheets and follow-up explanations)
Add SBA part here:
Then, fill in spreadsheet using this example from the text:
Housewife:
Married Couple:
Age:
35–65
Age:
35–55
Income:
Fixed
Income:
Medium to high
Sex:
Female
Sex:
Male or Female
Family:
Children living at home
Family:
0 to 2 children
Geographic:
Suburban
Geographic:
Suburban
Occupation:
Housewife
Occupation:
Varies
Attitude:
Security minded
Attitude:
Security minded, energy conscious
Older Couple:
Elderly:
Age:
55–75
Age:
70+
Income:
High or fixed
Income:
Fixed
Sex:
Male or Female
Sex:
Male or Female
Family:
Empty nest
Family:
Empty nest
Geographic:
Suburban
Geographic:
Suburban
Occupation:
White-collar or retired
Occupation:
Retired
Attitude:
Security minded, energy conscious
Attitude:
Security minded, energy conscious
Explain who you are targeting and where they are located. Insert information here using these guidelines:
Information About Your Target Market – Narrow your target market to a manageable size. Many businesses make the mistake of trying to appeal to too many target markets. Research and include the following information about your market:
Distinguishing characteristics – What are the critical needs of your potential customers? Are those needs being met? What are the demographics of the group and where are they located? Are there any seasonal or cyclical purchasing trends that may impact your business?
Size of the primary target market – In addition to the size of your market, what data can you include about the annual purchases your market makes in your industry? What is the forecasted market growth for this group? For more information, see the market research guide for tips and free government resources that can help you build a market profile.
How much market share can you gain? – What is the market share.
Business PlanCover Page Name of Project, Contact Info, Da.docxfelicidaddinwoodie
Business Plan
Cover Page
Name of Project, Contact Info, Date
Picture/graphics
Table of Contents
Executive Summary
The Company
The Project
The Industry
The Market
Distribution
Risk Factors
Financing
Sources
List of sources, specific articles, and websites
I WILL PROVIDE MORE INFORMATION IN CHAT TO COMPLETE PROPOSAL.
.
Business Planning and Program Planning A strategic plan.docxfelicidaddinwoodie
Business Planning and Program Planning
A strategic plan specifies how a particular program will realize its objectives. With a strategic plan, it is possible to focus efforts on the accomplishment of a program's goals. A strategic plan provides a link between what a program seeks to accomplish and the required actions for successful program implementation (Kettner, Moroney & Martin, 2017). A business plan, on the contrary, defines the path of business. It includes a company's organizational structure, marketing plan as well as financial projections (Kettner et al., 2017).
Impact of Business Plan on a Program’s Strategic Plan
The logic model can help understand the impact of a business plan on a program’s strategic plan. The logic model comprises five major elements such as inputs, activities, outputs, outcomes, and impacts. The inputs are the resources such as funding, facilities, staff and volunteers needed for a given program. The activities are the events or actions of a program such as running the program and data collection. Outputs are the direct products and the desired effects of a program. Impact recalls the goals of a program (Hodges & Videto, 2011).
The financial projection element of a business plan can impact the strategic planning process of a program. This medium is because the allocated budget, as well as its parameters, must be assessed to ascertain if the funds available are enough to perform the tasks and activities of a program, which is what amounts to strategic planning. Hodges and Videto (2011) asserted that the resources required to implement a program, including those available and those needed, should be reviewed to determine if there are enough resources to achieve the goals of a program. The budget must include allocations for facilities and space, staff, supplies and materials, marketing resources as well as other operational expenses. An accurate budget is vital for the success of a program, and it is critical to consider all the possible expenses plus income.
The relationship between Business Planning and Program Planning
Programs usually face resource constraints, including the difficulty to attract funding streams. Business planning, according to the United States Small Business Administration (n.d.) is a methodology that can be used to address the challenge of financial constraints systematically. A business plan can demonstrate the link or association between a proposed program and social return. Through a funded plan, it is possible for a program to secure funding sources. As such a program plan must include a budget that specifies the number of revenues needed to achieve the program's goals and objectives. From this medium perspective, a budget is considered as an integral component rather than a stand-alone activity of program planning process (Kettner, Moroney and Martin, 2017).
The program planning process must include areas that require add.
Business Plan In your assigned journal, describe the entity you wil.docxfelicidaddinwoodie
Business Plan: In your assigned journal, describe the entity you will utilize and explain your decision.
Must be:
At required length or longer
Written in American English at graduate level
Received on or before the deadline
Must pass turn it in
Written in APA with references
.
Business Plan Part IVPart IV of the Business PlanPart IV of .docxfelicidaddinwoodie
Business Plan Part IV
Part IV of the Business Plan
Part IV of the business plan is due in week 7. Together with this part, you must show to your instructor that you have implemented the necessary corrections based on the part I feedback.
Part IV Requirements
1. Financials Plan
a. Present an in-depth narrative to demonstrate the viability of your business to justify the need for funding.
b. In this section describe financial estimates and rationale which include financial statements and forms that document the viability of your proposed business and its soundness as an investment.
c. Tables and figures must be introduced in the narrative.
i. Describe the form of business (sole-proprietor, LLC, or Corporation).
ii. Prepare three-year projections for income, expenses, and sources of funds.
iii. Base predictions on industry and historical trends.
iv. Make realistic assumptions.
v. Allow for funding changes at different stages of your company’s growth.
vi. Present a written rationale for your projections.
vii. Indicate your startup costs.
viii. Detail how startup funds will be used to advance your proposed business
ix. List current capital and any other sources of funding you may have
x. Document your calculations.
xi. Use reasonable estimates or actual data (where possible).
2. Continuous Improvement System
a. Present a brief summary of the continuous improvement processes that you will utilize for quality management (Six sigma, TQM, etc).
.
BUSINESS PLAN FORMAT Whether you plan to apply for a bu.docxfelicidaddinwoodie
BUSINESS PLAN FORMAT
Whether you plan to apply for a business loan or not, you need to have a roadmap or plan to get you from where you are to the successful operation of your business. The pages that follow demonstrate the content of a simple business plan which has been found to be successful in obtaining startup funds from banks. You are encouraged to use all or whatever portions of this fit your business.
Please DO NOT write page after page of drivel or copy from someone else’s plan or one of those templates you can find on the Internet. In most cases this will not “sound" like you, nor will it be short and to the point. Those who read these things are busy people and will not be inclined to spend time reading irrelevant paperwork.
Throughout this sample, there are
italicized
comments which are meant to guide you in preparation. If you follow this format it is reasonable to expect a finished document with 15-20 pages plus the supporting documents in the last section.
If you have good quality pictures of your space, products or other items, you might include them as another way to convey just what you plan to do. A map of your location, diagram of floor space, or other illustration is also sometimes helpful. On the other hand, do not add materials simply to “bulk-up” the report.
While content is critical, it is also important to make this presentation look as good as possible. For this course, you will create the business plan in Word and submit the plan and all attachments through the Assignment drop box. That means all attachments have to be in digital form. For a bank loan or an investor, you would normally provide them with a print version. Print the pages in black ink on a high quality tinted letterhead paper. Color is not necessary but would add some interest in headlines, etc. Bind the document in a presentation folder or with a spiral binding. Don’t simply punch a staple in the upper left corner.
If your were going to pursue a bank loan or an investor, it would be normal to take this business plan to your SCORE counselor for a review and critique.
NOTE: Before you begin your inspection of the simple plan outline which follows, take a moment to review the Business Plan Checklist on the next page.
BUSINESS PLAN CHECKLIST
By way of review, here is a concise list of the basic requirements for a Business Plan, as recommended by the MIT Enterprise Forum:
·
Appropriate Arrangement
- prepare an executive summary, a table of contents and chapters in the right order.
·
Right Length
- make it not too long and not too short, not too fancy and not too plain.
·
Expectations
- give a sense of what founder(s) and the company expect to accomplish three to seven years in the future.
·
Benefits
- explain in quantitative and qualitative terms the benefit to the consumer of the products and services.
·
Marketability
- present hard evidence of the mar.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
How to Split Bills in the Odoo 17 POS ModuleCeline George
Bills have a main role in point of sale procedure. It will help to track sales, handling payments and giving receipts to customers. Bill splitting also has an important role in POS. For example, If some friends come together for dinner and if they want to divide the bill then it is possible by POS bill splitting. This slide will show how to split bills in odoo 17 POS.
Chapter 3 - Islamic Banking Products and Services.pptx
1Table of Contents.docx
1. 1
Table of Contents
Wireless Network Security3
Introduction3
Overview of Wireless Technologies4
Standards of Wireless Specification:6
Security Features6
Wireless Threats7
Wireless Networks Attacks8
Conclusion9
References10
2. Wireless Network SecurityIntroduction
The wireless technology has been under threat in terms of
security because of hacking aspect, the wireless technology has
been under threat as the same as the wired network, but on the
other hand they are vulnerable to additional risk( Silva, Santos
& Nogueira,2015). The wireless network usually transmits data
via the radio frequencies that enhance the possibility of tapping
the information by threaten invaders if it is not properly
protected. The threaten invaders have founded a way to get the
access to the wireless system to steal or destroy the original
information, the attackers launch strikes which are related to
network bandwidth and prevent the authorized users to use their
desired services, and they also keep an eye on the conversations
that are taking place. For instance, the hackers or threaten
invaders successfully get into wireless systems to have access to
important information. The project mainly focuses on the
IEEE802.11 and IEEE802.16 which are group of standards for
wireless local area networks (WLANs) and metropolitan area
networks (WMANs) respectively.Overview of Wireless
Technologies
The wireless technologies make the gadgets to have
communication without any connection physically, implying
that they do not need peripheral or network cabling. The
wireless range from the complicated environments, for instance
mobile networks that includes 3G mobile phones and local area
networks, to less complicated gadgets such as microphones
without wire, earphones and other gadgets which will not save
3. or process data and usually used for small range procedures
like infrared or communications via Bluetooth (BT) (Egners,
Herrmann & Meyer,2015).
Typical IP network wireless devices or infrastructure
Access points or base stations
· Station wireless
· Router wireless
Retransmission devices (Sun, Yan, Zhang & Rong, 2015).
· Repeater wireless
· Network bridge wireless
End points
· Cards or adapters wireless
· Laptops
· PDAs
· Mobile telephones
Infrared devices, such as cordless computer keyboards, remote
controls and mice all needs a direct line of sight between the
receiver and transmitter to complete the link. Even though the
infrared communication replaced by BT technology in most of
the gadgets, some legacy standard gadgets still use IR for short
range communication (Illiano, & Lupu, 2015).
Network classification of wireless networks
Wireless networks act as date transmitter mechanism between
other wireless communications and the traditional wired
networks. Wireless network can be structured in different ways
but they are frequently categorized into 4 main categories based
on their coverage range.
· Wireless wide area network (WWAN)
Which involves wide are technologies for instance 2G which
includes general packet radio service and 3G cellular that
includes high speeds packet access.
· Wireless metropolitan area network (WMAN)
That represents wireless internet connection at broadband speed
in cities and is usually referred as wireless broadband. It haves
the technologies such as IEEE802.16 and the upcoming
4. standards such as mobile broadband wireless access.
· Wireless local area network (WLAN)
It involves Wi-Fi (802.111) and Hipper LAN and is a kind of
local area network in which information is carried through radio
waves which has high frequency instead of wires or
cables.Standards of Wireless Specification:
· The IEEE 802.15 standard is usually termed as Bluetooth. This
standard prompt low intricacy and small power connection,
perfect for close devices.
· IEEE 802.15 is a sub-standard that refer the requirements of
low sum wireless individual area nets or ZigBee. The ZigBee
has been developing the robotics of dynamism supervision,
building and home structure administration that comprises
heating, lighting, and refrigeration method and efficacy
observing.
· IEEE802.1x is a certain standard that defines a framework for
authentication and controlling user traffic to secure network,
handling and managing the different devices of the framework.
The 802.1X enhance many authentication methods.Security
Features
Security characteristics of WiMAX and Wi-Fi have been
created with secured measures measure to meet the standards
for secured transaction of wireless data. WiMAX technologies
incorporated the some of the features that are mentioned below
(Tepšić, Veinović & Uljarević, 2014).
Security features of IEEE802.11
The IEEE802.11 WLAN standard has established many services
to provide a secure operating environment. The recent ones are
WEP6, WPA7 andWPA28
· Wi-Fi protected access (WPA) it is a development on WEP is
WAP which was established in 2003. The WPA averts most
WEP’s susceptibilities and increases the ability of confirmation
and encryption (Chenoweth, Minch & Tabor, 2010). The Wi-Fi
security access 2 is an advancement one WPA, this further
5. increase the power of encryption with a space to utilize the
advanced encryption normal and improve key supervision
controls and authentication. The security features of
IEEE802.16
· It is has undergone tremendous review by information security
researcher to minimize any loophole in the security procedures
and implementation stipulated in the specification. The modern
802.16 security architecture involves the following protection
measures (Illiano, & Lupu, 2015).
· Privacy and key management
That gives a view on how the keys are managed securely in a
WiMAX gadget or at the time of interaction between key and
data. It offers security to keys which is important feature of
WiMAX network and its data which transmits
wirelessly.Wireless Threats
The wireless security risks are usually in three categories that
are identified in TISN wireless security: confidentiality,
integrity and availability. These properties should be understand
perfectly mis understanding those properties will cause
deployment errors choice those results to security (Chenoweth,
Minch & Tabor, 2010).
Improper configuration of wireless will make the
company standards low in security. Wireless devices are usually
designed in standard techniques and reduce security standards.
These threats will make the same attacks happen again includes
keeping an eye on conversation, recording the screen shots etc.
Any network system is suspected to attacks based on how a
system functions. Many of wireless systems use TCP/IP or other
communication methods, and any threat that can be performed
using the procedures will be possible on the wireless systems
(Silva, Santos & Nogueira, 2015). Now a days enhanced
security measures became a primary goal for any organization
tier design.Wireless Networks Attacks
Wireless networks have a great possibility to be attacked by the
6. attackers in all the possible ways like passively or actively. The
United States institute of standard and technology define 6
different kinds of attacks under categories for Wi-Fi
technology. These attacks are also applicable to wire network
that companies commonly use, whether mobile, fixed, and long
or short range.
· Passive attack: it is an attack in which an unauthorized person
has the access to an asset and does not modify its consent. The
passive attack can be either traffic analysis or eaves dropping.
· Active attack is whereby an authorized person makes changes
to a data, message, and file or data streams. The mechanism
used by active attacks is masquerading where attacker
impersonates an authorized person and thereby gets certain
unauthorized privileges.
· The active attackers also use replay to monitor transmissions
and retransmits messages as the authorized user. Message
modification is another method that active attackers use to alter
message by, adding, deleting and reordering. The active
attackers also employ aspect of denial of service that prevents
the authorized user or management of communication facilities
(Tepšić, Veinović & Uljarević, 2014).
Sample attacks for Wi-Fi networks
· Exploitation of firmware or software vulnerabilities in
wireless devices or networks.
· Denial of services, where there is overwhelming nodes with
much traffic. Disassociating wireless clients to frequently
disconnect from network.
· Cracking authentication procedures: some wireless login
protocols vulnerable to dictionary attacks and precipitation
attacks, this is where the malicious persons passively gets
wireless data exchanges, and then utilize the packets to decode
keys.Conclusion
The security on wireless technology is an issue in the modern
world because of hackers and malicious problems. The
standards are put in place to protect wireless threats. Wireless
7. network are only secure if all the standards and precaution are
meant and well configurations of wireless networks. Wireless
network are vulnerable to most of threats of wired network
References
· Egners, A., Herrmann, P., & Meyer, U. (2015). Multi-operator
wireless mesh networks secured by all-encompassing security
architecture. International Journal of Information Security,
14(2), 169-186. doi:10.1007/s10207-014-0244-y
· Silva, H., Santos, A., & Nogueira, M. (2015). Routing
management for performance and security tradeoff in wireless
mesh networks. International Journal Of Information Security,
14(1), 35-46. doi:10.1007/s10207-014-0246-9
· Sun, X., Yan, B., Zhang, X., & Rong, C. (2015). An Integrated
Intrusion Detection Model of Cluster-Based Wireless Sensor
Network. Plos ONE, 10(10), 1-16.
doi:10.1371/journal.pone.0139513
· Tepšić, D., Veinović, M., & Uljarević, D. (2014).
PERFORMANCE EVALUATION OF WPA2 SECURITY
PROTOCOL IN MODERN WIRELESS NETWORKS.
Singidunum Journal Of Applied Sciences, 600-605.
doi:10.15308/SInteZa-2014-600-605
Weekly tasks or assignments (Individual or Group Projects) will
be due byMonday and late submissions will be assigned a late
penalty in accordance with the late penalty policy found in the
syllabus. NOTE: All submission posting times are based on
midnight Central Time.
One of the first tasks in the execution of an information
technology project is to develop a research plan for the project.
Projects without a research plan are destined for failure, and the
development of a good plan will be instrumental in the success
of the project.
For this assignment, you will continue your work on the project
8. with the development of a research plan. The plan will include
details about the research and research methods planned for the
project. You will identify necessary hypotheses – statements
concerning what the problems are. Also describe how research
will be used to identify or confirm causal factors for the
problem(s) identified in the first week. Also describe how
research will help determine what the solutions might be. You
will discuss the resources that will be used to investigate the
problem, possible causes, and solutions.
The project deliverables are:
· Update your Information Technology Problem
Analysis document title page with a new date and project name.
· Update the previously completed sections based on instructor
feedback.
· New Content: Project Plan
· Research Methodology
· Prepare at least one hypothesis for your project. The
hypothesis should be well-formed for technical research
purposes.
· For each hypothesis, provide details describing how research
will be used to identify causal factors for the problem that you
identified in the Week 1 assignment.
· Discuss how data will be collected, measured, and analyzed to
prove or disprove the hypothesis.
· Be sure to update your Table of Contents before submission.
· Name the document "yourname_IT697_IP2.doc."
Please submit your assignment.
For assistance with your assignment, please use your text, Web
resources, and all course materials
Running head: IT PROBLEM ANALYSIS
1
IT PROBLEM ANALYSIS
2
9. CUSTOMER SERVICE: Corporate IT
IT PROBLEM ANALYSIS
Table of Contents
Project outline2
Problem Identification3
Project plan4
Project Execution4
Proposed
Solution
6
Current and Future Technology Trends7
References8
Project outline
Day by day the technology usage increases decade by decade
there is rapid growth immensely. This radical shift will have the
effect of changing the way we live, work and even think. World
over, banks are experiencing the struggle of finding a technical
answer to overcome the challenges of advanced change in
requirements of work environment. The project discusses how
customer service can negatively affect a corporate institution, in
this paper I choose to analyze the challenges facing Equity
10. Bank Limited as regards the customer service provisions. It is
imperative to state that the challenges that accrue from
computerization of their services are multi-pronged.
Banks are aware that customers’ needs new services and always
make plans to have the services available. With the periodic
increase of competence in IT field the customer’s needs to
update new technologies to remain in competition. Equity bank
has implemented the features to effectively address the radical
changes that have arisen in the banking sector.Problem
Identification
Customer satisfaction is a major problem that faces Information
technology. Customer services has a very bad reputation when it
comes to satisfaction of a client or customer’s needs, the bad
reputation can be said to be a well-deserved challenge. Often,
the work which is done incorrectly and not to the customers’
requirements, it therefore leaves the customer to determine what
is good customer service and what is not. I recently needed a
new hard drive to be installed on my computer and proceeded to
ask that my personal files should be removed from the old drive
and placed on the new drive, I received my computer back with
a new drive and a very hefty service fee but all the critical files
were missing. This turn of events took me aback and I was left
wondering what type of computer repair shop was that could not
accomplish my simple request.
Corporate IT faces similar challenges when it comes to its
11. customer service. Some level of truth is evident in the statement
that says, “A customer always needs to be told what they want.”
This may not often be the case when the tone used by the
computer expert comes out as an arrogant one. It is true to say
that a customer may pass out as an ignorant person but this does
not necessarily bring about the assumption that the customer is
stupid, without being economical with the truth; this is hardly
the case, as the customers also do not like to be treated as such.
The challenge that is created by this case scenario is that can
always be solved by improving customer care services by taking
into keen consideration what the client needs and addressing
them promptly.
An analogy of this case is applicable to the banking sector, take
for instance a customer at equity bank limited needs to have his
or her signature changed. The banks procedure is such that the
client will be asked to append their signature on a piece of
paper for a verification to be done by the attending customer
care agent. If the customer care agent is not professional enough
they will in-turn refer the client to the branch where they
opened their account, by so doing it only means that the
customer care agent does not have requisite training to handle
the IT infrastructure at his disposal. The same procedure a
client is being sent to do at his primary branch can be done by
the agent and the feedback channeled to the clients primary
bank branch for any verifications, if any.Project plan
12. Now that the problem has been identified, the whole idea of a
project plan is to plan an intervention, the projects goal and the
core benefits that accrue to solving the problem, the long-term
benefits to the target audience also is discussed here in
lengthProject Execution
Key to any company is customer service. The bank in trying to
incorporate features that customers are expecting is also aware
that if they are not able to satisfy the customers that will spread
through the social media which impacts the business very badly.
To execute the project efficiently, it is imperative that the bank
better understands the customer process management, a good
review and a satisfied customer will acts as catalyst for
company growth without the involvement of the company, I
outline couple of practical, actionable steps that IT can adopt to
execute its mandate.
a) Understanding the customers
Every customer needs a satisfied service that they will have
with the bank and over any communication channel that they
may choose to use. Empirical research shows that customer
demographics affect channel preference, with the younger
generation being much comfortable using communications such
as chat.
b) Empowering customer service agents with good information
Customer service systems should not only incorporate the front
end of a database of customer information and cases. The agents
13. ought to be integrated with back office applications for easy
retrieval of answers to questions in real-time, such questions
can include when and what time an order was shipped. The
customer history can be studied from decision strategy which
happens only when a customer system is integrated with the IT.
The banks IT department can deliver an integrated sales and
customer service which can allow agents to quickly access and
retrieve client sales data, orders and even discount levels.
c) Focusing on the agent experience
Agents and customer care personnel normally use approximately
20 different applications during their workday; they also
typically do not follow the same discovery pattern leaving each
agent with the choice to follow their own discovery path, the
efficiency with which each agent offers services will greatly
vary due to this fact, the services rendered will therefore be
inconsistent. I suggest that one workable solution for the IT
department is the application of the power of business process
management to their customer service tools. IT can assist
service managers to create repeatable business processes that
use visual modelling tools geared to the business users. This
strategy has been employed by an international bank when the
managers realized that it was because of their poor customer
satisfaction scores that resulted to its service agents in its 23
contact centers following different operational processes. The
adoption of process-driven agent desktop by agents at Equity
