Delivering customer experience excellence for Ford RetailCustomer Plus
In 2008 Ford Retail’s vision was to create a consistent service culture so that every customer’s experience was a great one – building trust and customer loyalty. They put employee engagement at the heart of the company and asked Customer Plus to create a behaviour transformation programme that could:
- increase Ford Retail’s net promoter score;
- involve the whole company so that everyone gained a nationally recognised customer service qualification;
- reduce complaints;
- improve employee morale, satisfaction and engagement; and
- improve customer retention.
This case study shows the outcomes of our response to that challenge.
Houston HUGs- Social Prospecting with HubSpotLyntonWeb
This document discusses how to use social media to find new leads. It introduces social prospecting as finding potential customers by monitoring social media for mentions of keywords related to your business. It provides examples of social prospecting activities one can do like setting a prospecting strategy with relevant keywords and content, using social media monitoring tools to find new contacts, targeting customized contact lists, and searching other networks like LinkedIn and Facebook. The goal is to generate new prospects and leads from one's social media presence and engagements.
Samantha Scalia's 2012 Creative Arts Class Portfolio contained her work from that year. The portfolio included various art projects she had completed as part of her creative arts class curriculum. Overall, the portfolio showcased Samantha's artistic growth and accomplishments in her creative arts studies during the 2012 school year.
This document provides biographical information about Jemima Foxtrot, describing her as a poet, musician, theatre-maker and performer from Hebden Bridge who has had her work commissioned and performed at various venues. It notes that All Damn Day is her first collection of poetry. The document consists of poetry from this collection, with some poems dedicated to or about other artists/poets. The poems cover themes of daily life, relationships, and drawing inspiration from others.
numenGo|FL is a library for modeling and simulation of thermal fluids systems.
numenGo|FL exists with interfaces with the most commonly used simulation platform as SimulationX, AMESim and Matlab/Simulink
The document discusses the challenges of adopting a single currency for MERCOSUL, a South American economic and political agreement between 5 countries. Some challenges identified include defining convergence criteria to determine when countries are ready, deciding which currency to use, establishing the headquarters and central bank, and addressing issues of sovereignty. Additional problems could involve coordinating monetary policy across multiple members, achieving social sacrifices needed for macroeconomic goals, and unifying differing labor laws. Overall, the social and economic issues facing the countries in MERCOSUL are greater than those faced by European Union countries.
This document summarizes Benedict Tan and Oliver Tian's presentation on using Body Sensor Networks (BSN) for upper limb rehabilitation in stroke patients. The presentation discusses developing a system that uses BSN to capture patient motion data and reconstruct it in a virtual 3D space. This system aims to provide an immersive rehabilitation experience and analytics to improve therapy programs. Initial results from clinical trials in China and Singapore show the system can accurately capture patient movement and evaluate rehabilitation progress by comparing to normal ranges of motion. However, challenges remain regarding sensor design, algorithm development, and addressing social and privacy issues.
George Washington became the first President of the United States in 1789. He organized the executive and judicial branches of the new government, establishing precedents for how the country would be led. Americans had high hopes for their new nation under Washington's leadership as the first President.
Matt Sheeran lives in Manchester and has worked in several retail and hospitality jobs while studying media and design courses. He has worked at Salford City Radio since 2011, helping DJs with technical issues and uploading pre-recorded shows. In his free time, he enjoys music, skateboarding, photography, and playing video games. His goal is to work full-time in radio using the skills and experience he has gained through his education and volunteer work.
Are You As Single As That Cream? by Amy McAllister Burning Eye
Are You As Single As That Cream? is the debut from UK Anti-Slam Champion and actress Amy McAllister. The Dublin-born rising star of the UK spoken word scene writes about haggis, robots, illicit affairs, and International Pillow Fight Day. This book is for anyone who has ever fallen for a flatmate, a robot, a stranger, a pipedream, a 1948 Volkswagen Beetle, or someone else’s spouse. Oops.
Delivering customer experience excellence for Ford RetailCustomer Plus
In 2008 Ford Retail’s vision was to create a consistent service culture so that every customer’s experience was a great one – building trust and customer loyalty. They put employee engagement at the heart of the company and asked Customer Plus to create a behaviour transformation programme that could:
- increase Ford Retail’s net promoter score;
- involve the whole company so that everyone gained a nationally recognised customer service qualification;
- reduce complaints;
- improve employee morale, satisfaction and engagement; and
- improve customer retention.
This case study shows the outcomes of our response to that challenge.
Houston HUGs- Social Prospecting with HubSpotLyntonWeb
This document discusses how to use social media to find new leads. It introduces social prospecting as finding potential customers by monitoring social media for mentions of keywords related to your business. It provides examples of social prospecting activities one can do like setting a prospecting strategy with relevant keywords and content, using social media monitoring tools to find new contacts, targeting customized contact lists, and searching other networks like LinkedIn and Facebook. The goal is to generate new prospects and leads from one's social media presence and engagements.
Samantha Scalia's 2012 Creative Arts Class Portfolio contained her work from that year. The portfolio included various art projects she had completed as part of her creative arts class curriculum. Overall, the portfolio showcased Samantha's artistic growth and accomplishments in her creative arts studies during the 2012 school year.
This document provides biographical information about Jemima Foxtrot, describing her as a poet, musician, theatre-maker and performer from Hebden Bridge who has had her work commissioned and performed at various venues. It notes that All Damn Day is her first collection of poetry. The document consists of poetry from this collection, with some poems dedicated to or about other artists/poets. The poems cover themes of daily life, relationships, and drawing inspiration from others.
numenGo|FL is a library for modeling and simulation of thermal fluids systems.
numenGo|FL exists with interfaces with the most commonly used simulation platform as SimulationX, AMESim and Matlab/Simulink
The document discusses the challenges of adopting a single currency for MERCOSUL, a South American economic and political agreement between 5 countries. Some challenges identified include defining convergence criteria to determine when countries are ready, deciding which currency to use, establishing the headquarters and central bank, and addressing issues of sovereignty. Additional problems could involve coordinating monetary policy across multiple members, achieving social sacrifices needed for macroeconomic goals, and unifying differing labor laws. Overall, the social and economic issues facing the countries in MERCOSUL are greater than those faced by European Union countries.
This document summarizes Benedict Tan and Oliver Tian's presentation on using Body Sensor Networks (BSN) for upper limb rehabilitation in stroke patients. The presentation discusses developing a system that uses BSN to capture patient motion data and reconstruct it in a virtual 3D space. This system aims to provide an immersive rehabilitation experience and analytics to improve therapy programs. Initial results from clinical trials in China and Singapore show the system can accurately capture patient movement and evaluate rehabilitation progress by comparing to normal ranges of motion. However, challenges remain regarding sensor design, algorithm development, and addressing social and privacy issues.
George Washington became the first President of the United States in 1789. He organized the executive and judicial branches of the new government, establishing precedents for how the country would be led. Americans had high hopes for their new nation under Washington's leadership as the first President.
Matt Sheeran lives in Manchester and has worked in several retail and hospitality jobs while studying media and design courses. He has worked at Salford City Radio since 2011, helping DJs with technical issues and uploading pre-recorded shows. In his free time, he enjoys music, skateboarding, photography, and playing video games. His goal is to work full-time in radio using the skills and experience he has gained through his education and volunteer work.
Are You As Single As That Cream? by Amy McAllister Burning Eye
Are You As Single As That Cream? is the debut from UK Anti-Slam Champion and actress Amy McAllister. The Dublin-born rising star of the UK spoken word scene writes about haggis, robots, illicit affairs, and International Pillow Fight Day. This book is for anyone who has ever fallen for a flatmate, a robot, a stranger, a pipedream, a 1948 Volkswagen Beetle, or someone else’s spouse. Oops.
1. EXAM PEGAWAI TADBIR
DIPLOMATIK M41
Contoh Soalan Peperiksaan PTD M41 yang akan diadakan pada 12 Mei 2012. www.exam-ptd.tk adalah
laman web yang anda boleh layari terus untuk mendapatkan info terkini bagaimana format dan
contoh-contoh soalan yang akan ditanya.
Untuk peperiksanaan bertulis PTD, soalan-soalan terdiri daripada 5 seksyen iaitu:
Seksyen A – Pengetahuan Am mengenai Malaysia dan Alam Sekeliling.
Seksyen B – Daya menyelesaikan masalah.
Seksyen C – Pengertian Dan Kefahaman Terhadap Esei-esei.
Seksyen D – Esei Bahasa Melayu.
Seksyen E – Esei Bahasa Inggeris.
Seksyen F – Sahsiah Diri
Dalam peperiksaan bertulis ini, soalan-soalan terdiri dari 4 seksyen sahaja iaitu:
Seksyen A – Pengetahuan Am mengenai Malaysia dan Alam Sekeliling.
Seksyen B – Daya menyelesaikan masalah.
Seksyen D – Esei Bahasa Melayu.
Seksyen E – Esei Bahasa Inggeris.
Seksyen F – Sahsiah Diri
Peperiksaan ini bertujuan menguji kebolehan calon berfikir secara sistematik. Di samping itu, ia juga
bertujuan menguji sejauh mana calon dapat menggunakan ilmu pengetahuan yang telah diperolehi
melalui latihan akademik, bacaan dan pengalamannya. Adalah ditegaskan di sini bahawa peperiksaan
ini tidak sekali-kali bertujuan mengukur ilmu pengetahuan calon semata-mata dalam sesuatu bidang
yang khusus. Soalan-soalan yang dikemukakan meliputi berbagai-bagai lapangan ilmu pengetahuan.
2. Sila klik di laman web di bawah ini untuk mendapatkan jalan pintas tentang format-format dan contoh
soalan Exam PTD M41 yang akan diadakan pada 12 Mei 2012 nanti.
www.exam-ptd.tk
3. Panduan Memasuki Peperiksaan PTDM41
1. Di hari peperiksaan calon hendaklah membawa perkara-perkara berikut :
i. Surat Panggilan Menduduki Peperiksaan;,
ii. Kad Pengenalan;
iii. Pensil 2B atau BB, pen dan Pemadam lembut; dan
iv.Lain-lain peralatan yang difikirkan perlu.
2. Calon-calon mestilah berada di pusat peperiksaan lima belas (15) minit sebelum peperiksaan
dimulakan.
3. Calon-calon mestilah mematuhi arahan Ketua Pengawas.
4. Calon-calon tidak dibenarkan bercakap atau cuba berhubung dengan lain-lain calon semasa
peperiksaan sedang berjalan. Sila angkat tangan jika ada masalah atau pertanyaan.
5. Calon-calon hanya boleh meninggalkan dewan peperiksaan selepas tiga (30) minit masa
peperiksaan dimulakan
6. Semua jawapan hendaklah dibuat dalam kertas jawapan yang disediakan iaitu :
i. Kertas OMR – bagi soalan-soalan dalam seksyen A, B dan C.
ii. Kertas tulis SPA – bagi soalan-soalan esei dalam seksyen D dan E.
7. No. Kad pengenalan yang dicatat pada kertas jawapan hendaklah sama seperti dalam Surat
Panggilan Menduduki Peperiksaan.
Soalan Peperiksaan PTD M41
Peperiksaan ini mempunyai satu (1) bahagian dan dibahagikan kepada lima (6) seksyen seperti
berikut :
Seksyen A – Pengetahuan Am mengenai Malaysia dan Alam Sekeliling.
Seksyen B – Daya menyelesaikan masalah.
Seksyen D – Esei Bahasa Melayu.
Seksyen E – Esei Bahasa Inggeris.
Seksyen F – Sahsiah Diri
4. SEKSYEN A – PENGETAHUAN AM MENGENAI MALAYSIA DAN ALAM SEKELILING.
Masa : 45 minit
Bilangan Soalan : 60
Markah : 30
Di dalam kertas peperiksaan ini calon dikehendaki mengetahui secara umum perkara-perkara
berkaitan dengan pemerintahan di Malaysia dan perkara-perkara lain berkenaan dengan politik,
ekonomi, sosial, sains, teknologi, sastera, kebudayaan, kesenian, muzik, sukan dan lain-lain
perkembangan di seluruh dunia pada amnya dan khususnya yang ada kena mengena dengan
Malaysia. Perkara ini terlalu umum dan tidak ada buku-buku teks yang tertentu untuk dibaca dan
soalan-soalan akan disediakan begitu meluas. Soalan-soalan akan ditarafkan kepada peringkat
pengetahuan am yang difikirkan patut diketahui oleh rakyat Malaysia yang mempunyai Ijazah Sarjana
Muda di dalam aneka lapangan akademik. Siswazah-siswazah yang selama ini mengikuti
perkembangan-perkembangan dunia melalui surat khabar, majalah dan buku-buku akan mudah
menjawab soalan-soalan ini. Tujuan seksyen ini adalah untuk menguji daya kesedaran calon terhadap
perkara yang berlaku di dunia sekelilingnya pada amnya dan Malaysia khasnya.
Contoh Soalan
1. Deklarasi Kuala Lumpur 1971 ialah satu persetujuan mengenai :
A. Penubuhan ASEAN.
B. Penubuhan kawasan aman, bebas dan berkecuali di Asia Tenggara.
C. Penubuhan pasaran bersama untuk ASEAN.
D. Keputusan Filipina berkenaan dengan pengguguran tuntutan Kerajaan mereka ke atas Sabah.
E. Penubuhan pakatan Ketenteraan di antara negara-negara ASEAN.
Jawapan – B
2. Apabila Yang di-Pertuan Agong melantik Perdana Menteri, baginda hendaklah memilih seorang Ahli
Dewan Rakyat yang boleh mendapat sokongan majoriti dan ia mestilah seorang yang
A. Beragama Islam.
B. Pernah menjadi Menteri Kabinet.
C. Keturunan Melayu.
D. Menjadi warganegara mengikut operasi undang-undang.
E. Menjadi warganegara secara masukan.
Jawapan – D
5. SEKSYEN B – DAYA MENYELESAIKAN MASALAH
Masa : 45 minit
Bilangan Soalan : 40
Markah : 20
Di dalam kertas ini calon-calon dikehendaki menyelesaian masalah-masalah dengan menggunakan :
i. Logik untuk menyelesaikan masalah;
ii. Menginterpretasi Data; dan
iii. Konsep-konsep matematik.
(I) Kebolehan menggunakan logik untuk menyelesaikan masalah.
Di dalam soalan ini calon-calon dikehendaki menggunakan kepintaran pemikiran dan juga logik
untukmemberi jawapan yang tepat ataupun untuk jawapan-jawapan yang salah. Calon-calon akan
diberi berbagai-bagai masalah. Calon-calon dikehendaki menggunakan segala kepintaran berfikir
untuk mencari jawapan.
Contoh Soalan
1. Sila pilih kenyataan-kenyataan yang boleh dipercayai yang telah diberikan oleh individu berikut :
Peguambela : ”Yang dituduh tidak bersalah kerana ia tidak berada di tempat kejadian jenayah
berlaku”.
Jururawat : ”Jika anda makan ubat ini tiga (3) kali sehari, awak akan sembuh dengan segera”.
Profesor : ”Keadaan Inflasi Di Malaysia akan Ekonomi berkurangan dalam masa dua (2) tahun lagi
memandangkan perkembangan ekonomi dunia sekarang”.
Penganggur : ”Saya sudah memohon kerja di lima buah tempat, tetapi semua memberi jawapan tidak
ada kerja kosong”.
A. Peguambela.
B. Jururawat.
C. Profesor Ekonomi.
D. Penganggur.
E. Peguambela dan Jururawat.
Jawapan – D
6. Penjelasan
Kenyataan peguambela tidak boleh diterima kerana ia adalah satu kenyataannya sahaja, yang
mungkin tidak berbukti, yang memutuskan secara muktamad ialah Hakim. Lagi pun peguambela
sudah tentu menyebelahi pihak anak guamnya.
Kenyataan Jururawat tidak boleh diterima kerana Jururawat tidak dapat menjamin penyakit boleh
sembuh.
Kenyataan Profesor Ekonomi tidak boleh diterima kerana ia merupakan satu ramalan sahaja.
Hanya kenyataan penganggur sahaja yang boleh diterima kerana ia adalah kenyataan benar berlaku
kepadanya.
2. Mengikut undang-undang perbuatan mencuri adalah mengambil harta orang lain dengan tujuan
melarikan harta itu daripada yang mempunyainya.
Pada suatu hari Y telah pergi ke kedai dan mengambil sebungkus coklat dengan tidak membayar dan
telah memakan coklat tersebut. Sehari kemudian Y berperasaan kesal dan telah balik ke kedai
tersebut dan membuat pengakuan bahawa ia telah mengambil coklat itu. Dia juga meminta maaf dan
sanggup membayar balik harga coklat itu. Tuan punya kedai itu tidak mahu menerima bayaran da
sebaliknya telah membuat laporan kepada Polis. Dalam keadaan ini mengikut petikan Undang-undang
seperti di atas, Y adalah
A. Tidak bersalah kerana ia sanggup membayar coklat tersebut.
B. Bersalah kerana tuan punya kedai tidak memaafkannya.
C. Bersalah kerana mengambil coklat itu tanpa bayaran.
D. Tidak bersalah kerana ia telah membuat pengakuan ia mengambil coklat itu dengan sengaja.
E. Tidak bersalah kerana ia telah meminta maaf.
Jawapan – C
Penjelasan
Persoalan pokok di sini ialah sama ada perbuatan Y itu dianggap senagai mencuri atau tidak disisi
Undang-undang. Nyata sekali Y telah mengambil coklat itu dan memakannya dan dengan itu,
”melarikan harta itu daripada yang mempunyainya”. Dengan itu Y adalah bersalah. Oleh yang
demikian jawapan yang boleh diterima ialah di antara B dan C. Y bersalah bukan kerana tidan
dimaafkan oleh tuan punya kedai tetapi Y bersalah kerana telah mengambil coklat itu tanpa bayaran.
Soal sama ada tuan kedai memaafkannya atau tidak, tidak timbul. Oleh yang demikian jawapan yang
paling tepat ialah C.
7. Untuk mengetahui lebih lanjut tentang format dan contoh soalan bagi seksyen :
Seksyen D – Esei Bahasa Melayu.
Seksyen E – Esei Bahasa Inggeris.
Seksyen F – Sahsiah Diri
Anda dikehendaki Melayari Laman Web Berikut dengan SEGERA kerana ianya akan ditutup pada
9 Mei 2012
www.exam-ptd.tk