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Question No.1

1. “It is the instrument which enables manufacturers, producers, retailers and consumers to obtain goods at a time when they can be used or sold even if ready cash is not available.” Match the statement with one of the following.

Correct option
b) Credit letter

2. Collection letter must be:

Correct option
b) Demanding

3. The purpose of a_______ letter is to get money, to keep the customer and future business and to build goodwill.

Correct option
c) Collection

4. CSP stands for:

Correct option
b)Central Selling Point

5. According to Psychologists, 50 percent of an interview’s decision is made within how many seconds?

Correct option
c) 30 to 60 seconds



Question No.2

What is five W and one H approach?

The five W's (who, what, when, where and why) and one H (how) are used to understand the system in the analysis and design phases.

1. What - Understanding the Concept
It helps improve the performance of an organization by reducing the variations in the services and products and providing good quality products. It is a tool to improve the efficiency and the effectiveness of the organization.

2. Why - The Objective of the Project
Achieving Six Sigma is the objective of the project. It means that the goal is to improve the processes and products to the extent of delivering defect free products and services. It requires listening to internal and external customers of the process to bring about the best product, which meets customer requirements.

3. Who - The People Involved
Six Sigma requires the involvement of all members of the organization, from the senior management to those in charge of the processes. Top management decides and appoints sponsors, who in turn will select the Champions, Master Black Belts, Black Belts and Green Belts.

4. Where - Location for Implementation
Six Sigma is applied to all processes of the business. Initially, it can be aimed at a strong problem area, but with the advantages of the project visible to everyone, it can be implemented in all the processes and products as well.
The entire organization will thus undergo a change to ensure increased profits due to improved quality and customer satisfaction.

5. When - When to Apply Six Sigma
Initially, Six Sigma can be applied to problem areas where customer satisfaction is lacking. It can be applied when the need is felt to improve and retain the organization's leadership position in the industry, as well as market share.

6. How - How to Apply Six Sigma
Six Sigma projects are aimed at improving existing processes and eliminating the defects using the DMAIC roadmap. They can also achieve success by bringing about an entire process redesign or new product development using the DFSS roadmap. Process management is useful when existing process improvements need to be sustained.

Problem Statement:
Write a c++ program which consists of two classes:
1. Date
2. Student
First class Date should contain three data members:
Day
Month
Year
Date also contain following member functions:
Setter function
Getter function
showdate()

Now second class Student should have following three data members:
ST_ID
Name
Ad_date
Where ID and Name are char pointer while Ad_date (Date of Admission) is of type Date.

Student class should contain two member functions:
Display()
setdate()
Now in main function create an object of Class Student and call the member functions with it.
=========================================================
Sample output:

Name: Ali
ID: BC020400000
Admission Date: 12-08-2008

==========================================================


__________________________________________

SOLUTION:

// header file section
#include
#include
using namespace std;

class Date
{
public: int day;
int month;
int year;

public://Constructor
Date()
{
day=0;
month=0;
year=0;
}
//Member function declaration
//Mutator functions
void setDay(int);
void setMonth(int);
void setYear(int);
//Accessor functions
int getDate();
int getMonth();
int getYear();
//show date function
void showDate();
}
//member function definitions

void Date::setDate(int d)
{
//input validation
if (d<1>31)
{
cout<<"Invalid month please reenter it";
cin>>d;
}//end if
day=d;
}//end set day

void Date::setMonth(int m)
{
//input validation
if(m<1>12)
{
cout<<"invalid month please reenter it";
cin>>m;
}//end if
month=m;
}//end set month

void Date::setYear(int y)
{
year=y;
}//end set year

int Date::getDay()
{
return day;
}//end get day

int Date::getMonth()
{
return month;
}//end get month

int Date::getYear()
{
return year;
}//end get year

void Date:: showDate()
{
cout<
}
class Student
{
public:
char *ST_ID;
char *Name;
Date Ad_date;
public:
student()
{
Name=new char[20];
ST_ID=new char[10];
cout<<"Enter name:";
cin.getline(Name,20);
cout<<"Enter ID:";
cin.getline(ST_ID,10);
}
void setdate()
{
cout<<"Enter Day:";
cin>>Ad_date.day;
cout<<"Enter Month:";
cin>>Ad_date.month;
cout<<"Enter Year:";
cin>>Ad_date.year;
}
void Display()
{
cout<<"Name:"<
cout<<"ID:"<
cout<<"Admission Date:";
Ad_date.showDate();
}
};
main()
{
object.setDate();
object.display();
//pause system for a while
system("pause");
}//end main

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Answer

1) a well-designed resume that showcases your marketable skills
2) a personalized cover letter
3) a post-interview thank you letter

Answer (2)

ANSWER

/////////////////////////////////////////////////
SOLUTION # 2

Question No.1

Write a detailed note on resume in general from employer’s point of view.
A resume is an outline of your accomplishments that contains the strengths and enthusiasms that make you a unique individual. So you must decide what to include and what format to use keeping in mind the employer’s point of view that how can your resume depict the information what the employer wants.

From employer’s point of view:
• What can you do for me? The most effective way to show employers the value you offer is to show them how you've contributed to an employer's success elsewhere. Examples must be specific, measurable accomplishments that cite numbers and other details.

• Do you have the skills I'm looking for? Scan job ads and job descriptions to discover which skills are most relevant to the employers and recruiters receiving your resume. Then strategically place them throughout your résumé to ensure it makes it past computer scans and into the hands of employers and recruiters.

• Where have you worked before? Employers want to know where you worked, for how long and which job titles you've held that may indicate how prepared you are for a role at their organization.

• Is your experience relevant to my needs? Sometimes it's necessary to expand upon a job title or job description to truly demonstrate that you have experience that applies to the job you're seeking. Consider using bullets to present brief and interesting information that is relevant to the employer.

• Do you have the right education and credentials? If you have the education, credentials and training needed to qualify for the job, be sure to say so! Use commonly accepted terminology and keywords in this section to ensure your information isn't misinterpreted or overlooked by employers or resume scanners.

• What kind of person are you? "Adding insightful information about what makes you special can be a definite plus on your resume and help decision-makers discriminate between you and another candidate, even before you've met in person. Include "extras," such as a branding statement and relevant information about foreign languages you speak, computer proficiencies, etc.

• Do I see any "red flags" in your background? Gaps in employment (an indication of job hopping), spending too much time in the same job or resume errors may alert employers and recruiters that you are not the type of candidate they're looking for in their organization. To avoid drawing attention to "red flags" on your resume, make sure you make your accomplishments and skills stand out as strongly as possible.

• Can I easily get in touch with you? After all you’re hard work in putting together a powerful resume, don't forget the essentials! It doesn't matter how great your resume is, if you don't include a phone number, address and e-mail address somewhere on the resume, you'll never hear from the employer or recruiter.

One of the most important factors that employers weigh heavily is maturity. Employers will also want to know whether or not you have a professional demeanor. Your professionalism is something you need to prove to employers as soon as you contact their firm. Proving you can do a certain job is not enough? Companies, especially those hiring for management training programs, also want to see that you are going to grow within the company. What's more, you will have to project the image of a business-oriented person by showing an interest in the industry and in the business world in general. To be sure, employers also want to see that you can perform the job.

Question No.2

(a) Describe dos and don’ts of writing an effective cover letter.

Here are the keys to writing successful and dynamic cover letters. Follow these simple rules and we should achieve success in this important phase of job-hunting.

Dos for writing an effective cover letter:

• Address your letter to an appropriate individual with hiring power.

• Use simple language and uncomplicated sentence structure. Ruthlessly eliminate all unnecessary words. Follow the journalist's credo: Write tight!

• Write cover letters that are unique and specific to you.

• Keep your letter brief. Never, Never more than one page and it's best to keep it well under a full page. Each paragraph should have no more than one to three sentences.

• Tell the employer how you can meet his or her needs and contribute to the company.

• Distinguish your cover letter from those of other job-seekers by quantifying and giving examples that amplify and prove the claims you make in your letter.

• Try to answer the question that the employer will be asking while reading your letter:

• Avoid negativity. Negativity never has a place in a cover letter.

• Be sure the potential employer can reach you..

• Use e-mailed cover letters, but keeps them shorter and more concise.

Don’ts of writing an effective cover letter:

• Don't ever send your resume without a cover letter.

• Don't use a sexist salutation, such as "Gentlemen" when answering a blind ad.

• Don't waste your first paragraph by writing a boring introduction. Use the first paragraph to grab the employer's attention, give the employer the reasons you are qualified for the position.

• Don't use such clichés as "Enclosed please find my resume" or "As you can see on my resume enclosed here with." Employers can see that your resume is enclosed; they don't need you to tell them. Such trite phrases just waste precious space. And don’t use wordy phrases, which also waste space.

• Don't depend on the employer to take action. Request action. Request an interview, and tell the employer when you will follow up to arrange it. Then, Do So. It is imperative that you follow up. You will greatly increase your chances of getting interviews if you call the employer after writing instead of sitting back and waiting for a call. Those who wait for the employer to call them will generally have a long wait indeed.

• Don't send a cover letter that contains any typos, misspellings, incorrect grammar or punctuation, smudges, or grease from yesterday's lunch.

• Don't rehash your resume. You can use your cover letter to highlight the aspects of your resume that are relevant to the position, but you're wasting precious space -- and the potential employer's time -- if you simply repeat your resume.

• Don't forget to personally sign the letter, preferably in blue ink.

**********************************************

(b) What do you know about methods of negotiation? Comment on each briefly. (5)

Negotiating methods

In the negotiating process, the parties involved may choose one of five different negotiation methods. A skilful negotiator is able to identify them and recognize which one is being used by the other person.

1. Compromise
2. Collaboration
3. Competition
4. Accommodation
5. Withdrawal or avoidance

Compromise
It means to settle differences through concessions made by one or both parties and to arrive at expedient solutions under time pressure; and as a backup when collaboration or competition is unsuccessful. A compromise usually produces win-win or win-lose results. When the settlement meets the needs and goals of both parties (win-win), both are satisfied with the outcome. When the solution meets the needs and goals of only one party (win-lose), the other party is dissatisfied with the outcome.

Collaboration

It means to find an integrative solution when both sets of concerns are too important to be compromised; when your objective is to learn; to merge insights from people with different perspectives; to gain commitment by incorporating concerns into a consensus; and to work through feelings that have interfered with a relationship. On the other hand, it is time-consuming and demands good negotiating skills on each side.

Competition

Often leads to one party gaining advantage over the other, if it can negotiate at the expense of the other’s needs. Since the competitive approach usually produces a win-lose result, it is bad for personal relationships. The solution is likely to be temporary as there is no commitment from the losing party, so the problem will occur again. It also leaves the losing side in a difficult situation.

Accommodation

Means that only one party is willing to oblige or adapt to meet the needs of the other. It produces a win-lose outcome. However, this method is useful for negotiating on minor matters. The result can go one way or the other. It is suitable if the accommodating party does not really care about the loss.
However, the negotiating parties may not bother to look for creative solutions. With this negotiations method, points of view are easily swayed.

Withdrawal or avoidance

Withdrawal (avoidance) is a negotiation method that makes both parties lose, because one party retracts their point of view or backs away form the situation. Such dissatisfaction may lead to conflict in the future. The choices you make are influenced by the context in which you negotiate and by your range of personal communication and negotiation skills.

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Question # 1

Five major phases to control over the attacks on your online business as follows:

A secure system ensures the confidentiality of data. This means that it allows individuals to see only the data that they are supposed to see. Confidentiality has several different aspects:

• Privacy of Communications
• Secure Storage of Sensitive Data
• Authenticated Users
• Granular Access Control

• Authentication Oracle Standard Edition,
• Oracle Enterprise
• Edition: Passwords,
• Password management
• Oracle Advanced Security:
• Tokens, smart cards,
• Kerberos and so on.
• PKI: X.509 Certificates
• Unauthorized access to data Limit access to data Access control Oracle Standard Edition
• Oracle Enterprise Edition:
• Virtual Private Database

User Responsible for using the system for legitimate purposes, protecting sensitive data to which she has access, and managing her passwords securely. Database Administrator Responsible for creating and administering database users, granting system and object privileges, and assigning local roles to users. Operating System Administrator Responsible for maintaining the underlying security of the operating system. Network Administrator Responsible for ensuring the security of data in transmission. Application Administrators Responsible for deploying applications in such a way as to ensure security. Trusted Application Administrator Responsible for creating and administering users of trusted applications, and their associated privileges. Enterprise Security Manager Responsible for maintaining the security of the directory and for implementing centralized enterprise user security.

Question # 2

WHAT IS ENCRYPTION?

Encryption is the process used to hide our data, or the contents of a message, from prying eyes throughout the internet. During transmission (such as through a secure socket layer), the data is disguised using codes so that no one along the chain of networks that the data passes though to get to its source can understand the information being sent. When the data arrives at its destination, it is decrypted to reveal the information being transmitted. Called encryption and the process of revealing the data from its encrypted form is called decryption. Both of these are common techniques used in cryptography - the scientific discipline behind secure connections. The processes are done using mathematical logic, or algorithms.

However, it is very difficult to keep the logic behind any given algorithm truly secret, so it's prudent to also rely on alternative forms on protection for your data. Algorithms will keep your information private from anyone not interested in exerting the effort to decode the data, but encryption won't always hide your personal information from a highly motivated hacker.

HOW ENCRYPTIONS WORKS?

Encryption is the conversion of data into a form, called a cipher text, which cannot be easily understood by unauthorized people. Decryption is the process of converting encrypted data back into its original form, so it can be understood. The use of encryption/decryption is as old as the art of communication. In wartime, a cipher, often incorrectly called a code, can be employed to keep the enemy from obtaining the contents of transmissions. (Technically, a code is a means of representing a signal without the intent of keeping it secret; examples are Morse code and ASCII.) Simple ciphers include the substitution of letters for numbers, the rotation of letters in the alphabet, and the "scrambling" of voice signals by inverting the sideband frequencies. More complex ciphers work according to sophisticated computer algorithms that rearrange the data bits in digital signals. In order to easily recover the contents of an encrypted signal, the correct decryption key is required. The key is an algorithm that undoes the work of the encryption algorithm. Alternatively, a computer can be used in an attempt to break the cipher. The more complex the encryption algorithm, the more difficult it becomes to eavesdrop on the communications without access to the key. Encryption/decryption is especially important in wireless communications. This is because wireless circuits are easier to tap than their hard-wired counterparts. Nevertheless, encryption/decryption is a good idea when carrying out any kind of sensitive transaction, such as a credit-card purchase online, or the discussion of a company secret between different departments in the organization. The stronger the cipher -- that is, the harder it is for unauthorized people to break it -- the better, in general. However, as the strength of encryption/decryption increases, so does the cost. In recent years, a controversy has arisen over so-called strong encryption. This refers to ciphers that are essentially unbreakable without the decryption keys. While most companies and their customers view it as a means of keeping secrets and minimizing fraud, some governments view strong encryption as a potential vehicle by which terrorists might evade authorities. These governments, including that of the United States, want to set up a key-escrow arrangement. This means everyone who uses a cipher would be required to provide the government with a copy of the key. Decryption keys would be stored in a supposedly secure place, used only by authorities, and used only if backed up by a court order. Opponents of this scheme argue that criminals could hack into the key-escrow database and illegally obtain, steal, or alter the keys. Supporters claim that while this is a possibility, implementing the key escrow scheme would be better than doing nothing to prevent criminals from freely

Question # 3

Integrate Risk Management with WATER FALL MODEL:

Enterprise risk management deals with risks and opportunities affecting value creation or preservation, defined as follows: Enterprise risk management is a process, effected by an entity’s board of directors, management and other personnel, applied in strategy setting and across the enterprise, designed to identify potential events that may affect the entity, and manage risk to be within its risk appetite, to provide reasonable assurance regarding the achievement of entity objectives.

The definition reflects certain fundamental concepts. Enterprise risk management is:

1. Effected by people at every level of an organization
2. Applied across the enterprise, at every level and unit, and includes taking an entity level portfolio view of risk
3. Designed to identify potential events that, if they occur, will affect the entity and to manage risk within its risk appetite
4. Able to provide reasonable assurance to an entity’s management and board of directors
5. Geared to achievement of objectives in one or more separate but overlapping
   

Everyone in an entity has some responsibility for enterprise risk management. The chief executive officer is ultimately responsible and should assume ownership. Other managers support the entity’s risk management philosophy, promote compliance with its risk appetite, and manage risks within their spheres of responsibility consistent with risk tolerances. A risk officer, financial officer, internal auditor, and others usually have key support responsibilities.

If the customer management strategy is poorly designed and implemented, how does Information Technology affect CRM practices? Does technology make things better or worse? Discuss.

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The emergence of multiple channels for interacting and transacting with customers has been a boon for CRM vendors, service providers and consultants. Consider banking. When I was a little ‘un, banks operated out of branch networks which they owned. Not only that but they closed at 3.00pm to balance the books. I remember those days well because my old man was a banker and was always home for dinner. What do we have now? Bank-owned branches, mobile service providers, internet banking, telephone banking, kiosks, remote ATM’s, franchises… and so on. Technology innovations including e-commerce and m-commerce have changed the face on retail banking.

It’s the same in many other sectors. Retailers transact through physical stores, concessions and e-stores, and service customers through call centres, and self-service technologies. Channels that were intermediated became disintermediated are now trending towards reintermediation.

Channel innovation for selling, service and marketing purposes has made the task of customer experience managers more complex. Customer often interact with one channel when they are acquired, a different channel when they buy, and yet another channel when they require service. This is not a world that my dad was familiar with. It is massively more complicated in the demands made upon managers.

My question is this. How much difference has technology made, and how much more can technology contribute to the delivery of excellent multi-channel customer experience? The tech firms tells us that customers want and value a consistent, seamless customer experience. Customers don’t want to call a customer service agent in an outsourced call centre to find that there is no record of a transaction. They don’t want to receive an offer in the mail, and go to a distributor who is not aware of the offer and therefore cannot fulfill. The holy grail, the tech firms tell us, is a well-implemented, technology-supported, customer management strategy that delivers a 360 degree view of the customer and a 360 degree view for the customer. Where is the evidence? Is this what customers want?

Has technology improved customer experience? If so, how? You can argue that self-service online allows customers to maintain have 24/7 accessibility to service, and to maintain control over their data. But is that all?

Perhaps technology is only one part of the solution. If your customer management strategy is poorly designed, if implementation is poor, does technology make things any better or worse?