THAPP1 UNIT 1 PDF

D1.HGE.CL7.12 D1.HGA.CL6.12 D2.TCC.CL1.13 UNIT 1 Access And Use Common Business Tools Performance Criteria 1. Identify and access business tools required to achieve work outcomes in accordance to enterprise policy and procedures 2. Use business tools efficiently and effectively and in accordance...

D1.HGE.CL7.12 D1.HGA.CL6.12 D2.TCC.CL1.13 UNIT 1 Access And Use Common Business Tools Performance Criteria 1. Identify and access business tools required to achieve work outcomes in accordance to enterprise policy and procedures 2. Use business tools efficiently and effectively and in accordance with enterprise policy and procedure. 3. Obtain and maintain business tools required to support workplace activities 4. Store business tools in accordance with enterprise procedures and to reduce theft and fraudulent activity 1.1 Identify and access business tools required to achieve work outcomes in accordance to enterprise policy and procedures What is a Business Tool? Ø A business tool can be considered as any asset that helps or assists the organization to achieve its stated aims or objectives. Ø There are various types of tools that may be used in a business varying in size, complexity, danger, and importance to the business operation. Ø There are the large, heavy tools such as stoves, refrigerators, cars or freezers. Ø This unit aims to consider the items that are portable and valuable, and by their ver y nature present unique management challenges to the business. Defining a Business Tool Each business will need to develop criteria so as to identify which tools are to be monitored and therefore controlled to ensure that time and effort is devoted to managing the proper and important tools. Example: Obviously a mobile phone supplied to a salesperson will need to be monitored and controlled to ensure that all costs are consistent with business activity. However, the mobile of the business owner is probably immune from such controls. A mobile phone may be on a contract and have a purchase price of zero, while a stapler to fix paper together may cost a few hundred dollars.  Examples of Common Business Tools Each of these items represents an investment by the business and can be considered important to the business. As they are portable they can be misplaced, require usage monitoring, training, and maintenance: Digital Cameras – still, moving, and in mobile telephones, Mobile Telephones, Pagers, Scanners, Photocopiers, Notebooks, Batteries, Dictation machines, Order taking handhelds, Laser pens, Keyboards, Brochures, Information, Knowledge, Facsimile, Manuals, Landline telephones, Software, Wiki, Email, The business web site.  CRITERIA THAT MAY BE USED TO IDENTIFY AND CLASSIFY A BUSINESS TOOL Portable and Attractive Tool: This states that the item is portable and probably does not have a fixed location. It also states they are attractive, meaning they could be a target for theft or excessive use Significant Small Items: This is very similar as the items are small so they can be easily lost and they are significant to the business Significant Small Tools. Regardless of the group name that is identified, it is important to note that the tools: -Represent an investment to the business -Require control as their use or loss can represent a significant cost to the business -Will generally require training to prevent damage to the user or the business -Are attractive in terms of cost and can be attractive to a potential thief -Are often portable so they are susceptible to damage and loss as a direct result of their portability and the exact location of a tool at any time may not be known. EXAMPLES OF BUSINESS TOOL Finding the Tool: The Register As these items are portable there needs to be a register of the tools that are owned and available within the business. The register will need sufficient information to ensure the tools are locatable and identifiable thereby ensuring the correct tool is identified. Each business will have different requirements, but there are a general set of guidelines that will identify the data that most businesses should collect. The actual selection of data to collect can vary because the size of the business allows greater resources to be used in the process, the nature of the item, and the nature of the items in the business. Storing the Details ü There are various methods to record these details. The simplest is the paper approach where all the details are recorded in a book – an asset register. This can be stored under the control of an officer of the business. ü Spreadsheets are excellent tools to record the required details. These can be easily constructed to suit the individual needs of the business and changed to suit changing needs. They can be password protected or secured using other methods to ensure the quality of the data allowing many people to view the document and only a few to edit. Storing the Details ü Electronic document files can be as simple as word processing files that require a little more effort to construct, but once done, are excellent tools. The electronic formation can be constructed on a multi- access approach where employees can easily locate and view the file to find the required information, but they cannot alter or edit the document. The ease of access makes the electronic format much more attractive than the book approach which can only be accessed by one person at a time. Storage Location Where will the tool be stored? ü There are many places that can be used to store an item: a desk drawer, cupboard, storage locker, or cabinet. The location needs to be identifiable so there can be certainty as to the tool‘s correct storage location. Cabinets can be numbered or identified where there is a possibility of confusion because they are similar in appearance. Shelves and boxes can also be identified with labeling systems to indicate a unique storage location to ensure the tools are stored in the correct location and the correct location can be found. What is the Tool? Each tool needs to be described and identified, and this is especially important where there are multiples of the same tools. For example, there may be several mobile telephones in a business that are exactly the same model. As it is important to distinguish one phone from the other, a business will require other criteria to distinguish the models Description Because every asset must be described in a register to ensure that the asset can be identified, it therefore follows that each business must create a set of guidelines as to what constitutes a good asset description. There are many criteria that can be considered in the description. Rules can be established for the various types of assets, but the description could include one or more of the following: Brand or manufacturer, Model or name, Purchase date, Supplier, Warranty Expiry date, Purchase price, Department, Physical location, Serial number, Asset number, Color, Warranty responsibility, other non-attached items that form the tools such as: Cables, Power supply, Lens, Memory cards, Mice. Serial Numbers Most tools have a serial number that is attached to the device as part of the manufacturing process. These are generally globally unique so that no two serial numbers should be the same and they will identify each item. As they were created by the manufacturer they are cheap and require very little effort. Unfortunately, they convey a great deal of information to the manufacturer about production runs, and assembly teams, and quality approval teams. Much of the information is unknown outside organization and so they provide very little usable information as to the asset or tool. A serial number does not identify the tool without context or other information. It is impossible to extract any detail about the tool from SN: XCV45125442012. Asset Number Some businesses will attach their own asset or serial number. This has the advantage that the number can be created for each asset that has identification within the number. For example the asset number of CAM-FUJ-ROMSER-2001-005 identifies the asset as a camera, brand Fuji, that was purchased in 2001 and is number 5 of that type. In some cases stickers can be attached to the inside of the assets, and in others the number can be etched on the chassis or body of the device. Barcodes The asset number can be encoded into a barcode that can be easily scanned to maintain records. These have the advantage of certainty and the elimination of data entry error. The business needs the equipment to be able to create these codes and attach them to the tool. There are software programs that will create and print barcodes on standard printers that can be found in most businesses. There are also barcode printing companies that will produce rolls of individual barcode labels that can be affixed to the tool where appropriate. Although these are randomly created, it is simply matter of attaching the barcode to the item and recording the tool and the associated barcode. Again there are specialist asset control programs, but many businesses use Excel as a list and database management tool. Radio Frequency Identification Tags (RFID) These are electronic tags that can be attached to items that will communicate with electronic scanning systems that will allow individual items to be identified while in groups. While barcodes require individual item scanning, items with RFID tags can all be put in a bag and passed through a scanner and each will be identified at a reasonable distance. In a reasonable size business it may be possible to locate the exact physical location of every tool that has an RFID tag attached. 1.2 Use business tools efficiently and effectively and in accordance with enterprise policy and procedures Introduction ØMany modern business tools have wide applications in a business where they can assist the business in meeting its objectives. Ø Many business tools also present a possible non- business use that should be considered when allowing access. ØInternet presents a wide range of opportunities to misuse and abuse resources. Precious business time can be squandered while surfing the internet on unrelated business activities. ØEmail also presents similar challenges as web surfing. Email can be where an employee accesses personal accounts using the business internet. While some time is reasonable, how much time is reasonable? Ø There is also a consideration of sending and receiving personal email over the business system. There is a time issue of staff using business resources for private use, but there is also a security aspect. By publishing the business address there is greater opportunity to receive emails from a contaminated source and infect the system with a virus. Ø Non-essential downloads can consume precious bandwidth and slow internet access for legitimate access. Ø Downloads may involve objectionable material that can offend other employees and in some cases be cause for dismissal. The possible consequences of such action need to be fully explained and communicated. Ø Off premise access to computer resources will present security considerations and greater opportunity to misuse company resources. Ø Allowing users to connect memory sticks and other equipment provides an opportunity to infect the computer system with unwanted software that may present a risk to the business. Malware in the form of viruses and spyware can be easily spread from a memory stick. The denial of such access will remove the possibility but such restrictions may place unreasonable challenges on an employee to do their job. Ø Pictures taken and left on mobile telephones have had significant impacts on the careers of some employees. Restrictions and consequences need to be communicated to all employees. The Business Web Site Ø This business tool is unique and must be considered as a separate entity. Whereas the other tools have common challenges and issues regarding use, access, and cost, the website of the business can do unpresented damage to a business and requires special care and control to ensure the objectives of the business are achieved. Consider two scenarios. An employee has a company mobile phone and becomes disgruntled with the business. He can make excessive calls and run up a high bill. This is unpleasant but not business threatening. The second case has the same upset employee but in this scenario he has uncontrolled access to the business website. He could write anything on the site and publish very embarrassing or dangerous information to millions of internet users. The consequences of the second case are more significant than the first. The Business Web Site Ø Assuming that the motives of an employee are genuine and honorable, the normal process of updating a web page can present opportunities to cause harm to the business. Ø It is possible for incorrect or inaccurate information to be published by people believing it to be correct. Ø This may be as simple as wrong names, telephone numbers, email addresses or even incorrect spelling. It may be as damaging as wrong prices, stock items, stock details, sale information, or plain misleading information. Software Ø Software is also a unique item. Where software is distributed on portable media it will be installed on the various computers and then stored and it may never be needed again. But should it be required the hardware – the disk or similar – must be accessible as well as the associated passwords or install keys. Ø When the software is sent electronically the key may not be physically attached to the software. The relevant details need to be recorded to ensure that purchased software is available for use in the business. As the software has been sent electronically, via email or download, the software will need to store in manner that is consistent with the long term life of the software. Wiki Ø ‘Wiki’ is Hawaiian for fast and wiki sites allow users to update the site with little restriction on access. Ø Businesses can create their own wiki sites to store information that may be required by the internal business users. Ø It is especially suited for large business to be able to publish internal public information, this is information that is freely available to anyone in the business. Ø If it becomes known outside the business there should not be any negative consequences, but the business does not intend to publish the material. Wiki Ø Wiki can store all the numbers and users can access the wiki should the need arrive. Make one change and all in the establishment can receive up to date information immediately. Ø Areas of a wiki can have restricted access so passwords for various items can be stored with limited access so that only those with authority to access the information can do so. Ø A wiki can store text, pictures, video and sound, it can store plain facts (e.g. telephone lists) as well as training material, training records, manuals, and forms for whatever purpose. Wikis are available straight out of the box, and operated with little or no web development expertise. Social Networking Ø Sites such as Facebook® and MySpace® can be assets for the business but they can also be liabilities. There have been several cases where people have been fired because of what they wrote on Facebook and the impact the comments would have on the business. Staff need to be aware of the consequences of publishing material on the social sites. http://www.google.com.au/#sclient=psyab&hl=en&source=hp&q=fired+because+of+facebook&pbx=1&oq=fired+facebook&aq=1c &aqi=g1g- c1g2&aql=&gs_sm=e&gs_upl=0l0l1l452l0l0l0l0l0l0l0l0ll0l0&bav=on.2,or.r_gc.r_pw.,cf.osb &fp=e03f64200b695afe&biw=1156&bih=817 Consider: http://www.google.com.au/#sclient=psyab&hl=en&source=hp&q=fired%20because%20of%20youtube&pbx=1&oq=&aq=&aqi=&a ql=&gs_sm=&gs_upl=&bav=on.2,or.r_gc.r_pw.,cf.osb&fp=e03f64200b695afe&biw=1156& bih=817&pf=p&pdl=500 Landline Telephones Ø Landline telephones can be restricted to local calls if necessary and they usually have unlimited access. Some businesses may not approve personal calls, but in most the cost and number of local calls make it inefficient to monitor. Ø What is important for some businesses is the training element. If the business is small and there is only one phone, or only one phone on a number then training may be unnecessary. However, as the phone system becomes more complicated and the functionality increases so does the need for training in “telephone techniques”. EMAIL ØThis is very similar to the landline requirements. It may be possible to assume that most can use an email system, but different programs present different challenges. ØThere is also the consideration of email etiquette and how a sent email will reflect on a business. Modern businesses will often have a standard email emplate with a standard signature block and users may need to be trained on how to change the template for an individual user. EMAIL Training programs may include: § Colour schemes and which to avoid § Standard greeting “Dear” rather than “Hi” § Capitals – “HELLO” indicates shouting and a recipient may find such a message offensive § Inappropriate attachments that recipients may find offensive and the possible consequences § Inappropriate use as defined by the corporate email policy § Use of group or bulk emails and when they are appropriate § Private email use through the system § Spam filters § Attachment size – what is the maximum allowed size?  1.3 Obtain and maintain business tools required to support workplace activities INTRODUCTION ØAs each tool is to be monitored and controlled it is logical that the use of the tool must be also be monitored for various reasons. It is important to know who has the tool so that it can be located should the need arrive. If the tool is to be used for a set period there needs be a process that should be followed to get the tool back. INTRODUCTION ØThere will also be some form of documentation to the user so they know when the asset is to be returned. The document could be a piece of paper with the relevant details or it could be an email. ØThere is also the return process. For some tools there will be procedures that need to be followed when the tool is returned. In some cases a record of usage will determine maintenance requirements. ROSTERS Ø Some tools will require a roster to allow users to plan for access and to allow planning for events when the tool is being used by another. There are various tools available from simple to complicated system-wide computer systems. Ø The simplest is a diary that can be paper or electronic. Users can (reserve) book use of the tool. This requires access to the diary and people will need to physically access the book. The diary can be controlled by a person so that users can call or email the controller to make a booking. Ø For larger systems and tools that are in heavy demand an electronic booking system that can be accessed as part of the internal computer system is an advantage. DAMAGE ØT h e b u s i n e s s w i l l n e e d t o e s t a b l i s h r u l e s a n d responsibilities for tools that are damaged as a result of negligent behavior by the user. ØThere will also be a need for a reporting process to ensure that the appropriate action is taken to ensure the tool is available when next required. This may be having the tool repaired if possible or the initiation of the replacement process. Who Has the Tool? ØIn much the same fashion as a library, there needs to be a record of who has the tool and who has used the tool. ØThe business will need to know who has the tool so management can be certain of its location and the current person responsible. But a usage history is also useful to determine if the tool is a worthwhile asset. ØA tool that is not used may need to be replaced or simply deleted as there is no longer a need to support ownership of the tool. 1.4 Store business tools in accordance with enterprise procedures and to reduce theft and fraudulent activity Introduction Ø The storage requirements for each tool must be considered. There is the physical space that will be needed for the tool and any other items. There is the security trade-off: the more secure the item the less accessible and the more difficult it is to be accessed, the less secure the more accessible. Management will need to determine the level of security required and the resources that are to be devoted to the security. Ø Does the tool have any special storage requirements? Will it be affected by excessive heat, cold, moisture, or humidity? Some portable storage media will be sensitive to excessive heat and may be permanently damaged. Security Tools Ø The simplest tool is a document that controls the use and access to the tool. The cheapest is a book that records all the relevant information and has to be signed on access and use of the tool. Other methods of security include a selection of the following. Swipe Card Access Ø Access to the tools can be controlled by the use of swipe cards. Systems can record each person that accesses the storage area and also the users that take the tools from the storage location. This has a higher cost than the paper approach but provides greater flexibility and, of course, does not rely on a person to check the item in or out. Password Ø Computer systems can have password protection to restrict access. When considering access to knowledge or information users can have a security access attached to their log-in profile. Systems can record all information or knowledge that each user accesses. Ø The disadvantage of this system is that users will forget their password and some protocol needs to be established to enable users to reset their passwords when they forget them. To increase security, passwords can be set to expire at regular time intervals and force the user to create a new password. For example users must reset their password every 45 days and cannot reuse a password within 365 days. This reduces the possibility of passwords becoming public knowledge. Security Cameras Ø As well as recording access, security cameras can record handling and use of the tool in the area. It may be that many people will need to access the area where the tool is kept. Ø A security camera can record who actually uses or even touches the tool and how they use it. The presence of the camera also acts as a motivator to staff to ensure that they treat the business tool in an appropriate manner as they know they will be recorded and can be held responsible for their actions. Police Checks ØIndividuals may apply or authorize others to perform a police check which will disclose any charges that have been made against a person. It is now standard practice for teachers, security officers, crowd controllers, and others to prove they do not have a criminal history and are of a suitable character for the position. example: security guard checks employees ID before entering the company premises Employment Contracts ØEvery employee is employed on a contract that sets out the terms and conditions of their employment including such terms as holidays, wages, hours of work etc. It is possible to include other terms and conditions in a separate contract of employment. This contract can include aspects that are not involved in a traditional employment contract but are relevant to a modern business. Ø Locks can be used to prevent access and to enhance the possibility of the tool being available for later use. example: Rooms can be locked and keys made available to a limited number of people to control access. Cabinets and drawers can also be locked for the same reason. Laptop computers can be locked with cables to desks to inhibit theft and misuse. Ø Locks can be of the traditional type with a metal key and door or padlock. For greater control a swipe card system can limit access and record who has access. It becomes a higher level of difficulty to gain undetected access. Ø Higher levels involve fingerprint identification such as is common with laptops. Higher levels of control can be achieved with retina scans, facial recognition, voice prints, or a combination of these methods. ØAn audit can mean many things. In this context an audit is the assessment of the processes that are in place on how the business tools are monitored, controlled and used. Is the current process workable? How can it be improved? Is the process recording all the required information or have people become lazy or taken short-cuts that preclude the collection of the required information? ØAre the training manuals and requirements still relevant? Have the requirements been changed to suit the new models? Ø The audit should also confirm that all relevant documentation for each business tool is present and located in the correct location. As well as the individual tool, and the associated support items, manuals are an important factor in the efficient use of the tool. Being able to find the documentation, should the need arrive, is important. Ø The audit process should be a standard management process and not seen as an exception. Although it is impossible to dictate time periods for this process for every business, it would be highly unlikely that the time between audits is longer than one year. Ø A periodical stocktake can be performed on consumable resources to ensure there are sufficient resources to meet the operational needs. example:A brochure that shows the possible dishes for functions is useless if they are not available because the supply has been distributed and not reordered. Batteries are another item that are often in short supply, making the associated tool useless. A regular stocktake of the identified items should ensure that there are sufficient levels of the resource available and also ensure that over-ordering does not occur where there are several thousand brochures on hand when the brochure is changed and the current stock becomes worthless. ØA stock list of consumable items is important when there is a change of business tool. Ø Forms are normally compiled in alphabetical order and can be by section. Rather than the traditional paper approach, tablet PCs may be used. The stock list could have the number on hand so that all is required is a tick to verify that the asset associated equipment and documentation is present. Where there is a high degree of security required a stocktake is performed in pairs to ensure that there are no mistakes in the data entered or counting and both sign the stocktake sheet. If only one person counts and records there is an opportunity to lie and falsify the details. Again, much depends on the size of the business because if the owner is doing the stocktake there is no need for a second person to check the data. Ø Information is an important business tool in a modern organization. Like the other tools it needs protection from unauthorized use and access. It needs maintenance as information that is old or outdated may be useless and even dangerous. example:Assume that a recipe that did not have peanuts is changed to have this ingredient. A waiter is asked if there are peanuts and, as this same question has been asked before, the confident answer is “No”. Unfortunately the dish has changed and a person with allergies consumes the dish and dies. Perhaps this is a little over dramatic but certainly not an impossible situation. Other scenarios could include: o Buying goods from the wrong supplier and paying too much because prices have not been updated o Buying the wrong goods e.g. Roma instead of Cherry tomatoes because the order requirements have changed but these have not been recorded in the system Ø Sending accounts to the wrong address because the client’s details have not been updated Ø It therefore follows that access to an organization’s information must have the same access limitations and restrictions as other business tools and many of the control techniques can be equally applied to information access. Locked rooms can hold paper or computer information, passwords can restrict access to the computer, the program, or the file on the computer. Security cameras can survey the area to monitor access. Information can be signed in and out and responsibility attached to its use. ØWhere information is disclosed various privacy acts and controls can impose penalties for the business and the individual for acts that breach the act. Computer programs have had to be changed to hide information about guests staying in a hotel as it was deemed that not all employees needed to see the guest’s telephone number. Summary Access and use common business tools  Tools are an asset to the business that must be managed and controlled  A business tool register records the details of all tools  Each tool must have a unique identifier to positively identify one tool from another  Tools can be considered as physical and non-tangible such as information  Training is required to use the tool efficiently  Support items should be considered as part of the tool  Records must be maintained as to the location and usage history of the tool  Tools must be stored in a secure location  Access must be controlled. Let’s review Performance Criteria 2.1 Select appropriate business technology and/or software applications to achieve the requirements of work task 2.2 Use technology in a way which promotes a safe work environment Which Business Tool? Before a business tool can be selected it is important to be clear and certain of the purpose of the tool. What are the objectives or outcomes that will result from using the tool? What do we want the tool to do? For example, there is a significant difference in a camera that is designed to capture still images and one that is designed to capture moving images. There may be cases where a pager is a better solution than a phone. What features or characteristics will be required? A laptop computer does not need a power supply but most desktop computers do. Which Business Tool? You need to create a complete picture of all that is required from the tool in as much detail as possible. Then it is a matter of matching the requirements of the tool with the tools available. There will be situations where there are none of the required tools in the register and management will have to decide if a purchase is warranted or, especially in the case of a one off situation, a hire arrangement will be satisfactory. Consider the consumables that will be required. If the use is to be off site there may not be the same availability of resources as in the business. This may apply whenever a tool is used. Example: A SIM card for a camera needs enough space to be able to store the images that are to be taken. Buy or Hire If the tool is not in-house then some assessment will need to be made as to future demand. If this is a once-off situation then a once-off hire arrangement may solve the immediate problem without committing the business to a significant capital outlay. Remember, it is not only the purchase price that must be considered, but the tool must be stored and maintained should a future use develop. In some cases, although hire costs may seem high, the lack of responsibility and care because the tool is hired can compensate the business for the extra cost. If it is deemed that a purchase is required, the usage requirements can act as a set of specifications that will assist in determining the correct model. Estimated future use will also act as a guide as to the robustness of the tool and how much should be spent on the tool. Training In all cases the efficient use of any tool requires some training before the tool can b e u s e d e f f i c i e nt l y a n d s a fe l y. T h e efficiency refers to the ability to achieve the desired results or outcomes within an acceptable time frame and a reasonable effort. Example: Assume that a user wants to take a photograph from a digital phone and further assume they have no training. The results could be anything and the time involved could be significant as they fumble and take pictures of fingers that cover the lens. Training Safety needs to be considered for the person and the equipment. Example: A camera flash close to the eyes can injure and possibly blind. There is also a consideration of damage to the equipment. More than one phone has fallen from a top pocket into a sink or other body of water; plugging parts of a computer in while the computer is operating has been proven to be damaging to a computer. All these dictate that, before a person is allowed to use a business tool, they must undergo some level of training, and perhaps a refresher level of training for those using the same tool later to remind them of the first set of skills. Training There can be no definitive program for every tool in a business, but it is inconceivable that a tool does not require some training. When the tool is acquired a skill set and a training manual or form should be developed, and this will probably be unique to each tool. As the user does the training this should be recorded before they are allowed to use the tool. Possible skill sets could be: EXAMPLE : TOOL- Facsimile: ü Page up or down ü Add 0 to the beginning of the number ü How to enter the telephone number ü How to send from a list of contacts ü How to send the fax ü Digital Camera: ü Insert batteries ü Insert and remove memory card ü Transfer images to a computer. Select and use common business technology üSoftware and information must be considered as tools üAccess must be controlled üTechnology has safety implications and therefore requires training üTraining should include minor problem fixing as well as use. QUESTIONS? UNIT QUIZ NEXT MEETING  Case Study 1 Sally was told that she had to visit a client to discuss a function that was not possible over the telephone or using communication software such as Skype. As the client was in the country she would be provided with accommodation, a business car and a mobile phone to use while she was away. As there was a shortage of telephones she would borrow the sales manager’s phone as he was having an operation and was not allowed access to a phone. She was given the items without any training, instruction, or opportunity to test the equipment. She discovered later that the batteries were dead and as she did not have a charger for the phone so she had to buy a new set of batteries using her own money. On the second day, while waiting for her client, Sally played with the phone looking for games. What she discovered were photographs of men and women in pictures that were clearly not of a business nature. She was very shocked and decided to sue the business for sexual harassment.  Case Study 2 Ron manages a small restaurant with one computer on which were the accounts of the business, payroll, and all business correspondence. It failed and had to be replaced. As Ron had all the necessary software it was simply a matter of installing the software and then copying the data on to the system. Ron was not sure where the software was located. He had a box of disks, but these had been collected and retained for all the computers over the last ten years. Finally, the correct collection was identified but all the serial numbers and registration details were in emails on his computer, the computer that would not start. Ron decided to go to a friend’s place and look at the email there and get all the details. This took a few hours and he finally returned and started the install. Unfortunately, there were several programs that were controlled by web access and the passwords had been stored in the computer. He had to email them and get a response. Luckily he now had access to email as he had to spend a long time going back over details to get account numbers and log in name to prove that he could have the passwords. Finally, after three days, he had a fully operational computer.  Case Study 3 Sue operated a small fully licensed restaurant that was making a reasonable profit from the food, but she believed that liquor sales should be higher. Ray, her bar manager, decided that it would be a good time to take a holiday and it was agreed he would take three weeks off. He returned with ten non-alcoholic recipes purchased overseas. He suggested that they go partners where he would make the drinks and the establishment would sell them and buy all ingredients. They would split the revenue 80/20 with the large share going to the business. All went well for a month until Ray had to leave early and asked Sue to store the collection of recipe pages in the safe where the evening’s takings would be stored. At the end of the night all takings had been by credit card so there was no need to open the safe. When she arrived the next morning the recipes were in a different order and in a different place. They had been read, possibly copied, and the confidential information was now known by others. Ray threatened to sue the business.  Work Projects/Task It is a requirement of this Unit that you complete this work task. Submit documentation by answering the following questions in an essay form of not less than 5 sentences. 1. Explain the short and long term differences in hiring versus buying a tool. 2. What factors should be considered when selecting a business tool? 3. Why do consumables need to be considered when selecting a tool? Performance Criteria  Project Overview 3.1 Identify and replace used technology consumables in accordance with manufacturer's instructions and organizational requirements Who has Access Rights? -Who has the right to dispense the consumable? As these items are assets and represent a cost, they must be controlled to ensure that the item is used in the asset. -In some cases the cost will need to be allocated to a department. -In other cases the use will need to be recorded to ensure that reordering takes place when necessary.  What to Order? -In some cases there will be the manufacturer's brand and there will be aftermarket or alternatives. -Management will need to make a decision as to which type of product the company is going to use. There are usually cost advantages associated with using the aftermarket, but they may void warranty and there may be performance issues. -Regardless of which choice management decides, the decision needs to be recorded. üDocumentation Any documentation that was provided with the tool and any notices or documents that were created in-house to support the tool need to be stored in a known and accessible location. ü Ordering In any order process there is a lag time between the order being made and the order arriving. As consumables are a stock item, the quantity to be ordered must consider the lag time, the normal consumption that will occur over this time, and the reliability of supply. There is also the question of who is allowed to order in the business. ü Supplier -The supplier of consumables should be identified, either in the register or in the stock list. With some business items there are many suppliers and the quality may not be significantly different. -In the case of business tools there may only be one supplier so that it is important to identify the supplier to they can be easily found. This is especially true if an aftermarket supplier has been chosen and the contact details are unknown or unclear. -It is also important to know the supplier should there be any issue with the performance of the part and there is a warranty issue. üTraining -There is also the issue of training. In some cases a local expert will install the item to ensure that it is installed and installed correctly. Installing paper in a photocopier may be obvious, while the removal of the back of a mobile phone to replace the battery may be a little more challenging. As well as the physical process, there may be operational considerations, such as turning off the phone before removing the battery. 3.2 Carry out and/or arrange routine maintenance to ensure that equipment is maintained in accordance with manufacturer's instructions and enterprise requirements ü Maintenance -Maintenance is the process of preparing a tool for operation and ensuring that it is in a suitable operating condition to minimize the possible of future failure. -In most cases there is a set of stated procedures for each tool that needs to be performed on a regular basis. - It is impossible to identify all the possible procedures that all tools may require, but it is important to be able to identify the various common events that will be done by employees and the procedure to be followed when outside assistance is required. ü In-House Maintenance The most common type of maintenance required for all business tools relates to the supply of consumables. These are the items or materials that the tool consumes during its normal operation. Cars consume petrol, copies consume paper and toner, facsimile machines consume paper and toner, and there are many others. Often these items involve an order process so a procedure needs to be established where a person is allowed to order the consumables and a source of supply has been established. ü Repairs -The repair process returns a faulty tool into an operational condition. Something is broken on the tool and the repair process makes the machine functional again. Unlike maintenance repairs, it is not predictable and cannot be planned. -Repairs could be considered as simple as replacing : batteries in a camera, complete replacement of the tool because the required repairs are not economically feasible.  If a machine does require repair there will need to be a record maintained of the relevant service authority. This can be in the tool register or alternately a list of authorized repairers can be kept. Contact names, numbers and people can be recorded. A database in Excel can be kept that will allow the relevant people to be contacted and arrangements made. -In most cases repairs imply some immediacy where action needs to be taken promptly to ensure the tool is in working order. a broken tail light on a motor car may make the car unroadworthy. Likewise it is foolhardy to drive a car without a serviceable spare tyre. This elevates the urgency of the repair and also increases the importance of reporting the issue to ensure that prompt action is taken. Repairs vs Maintenance -In other cases a repair may not be immediate and the tools are still serviceable, although not as efficient before the damage. A mobile phone may have a cracked screen that makes the image hard to read but is still usable. -Maintenance and repairs without a time pressure component can be arranged to suit the needs of the business and match with the time available for service repair times. Common Skills -These skills would form part of the training program that all users would need to attend before they are allowed to use the tool. Cleaning? As well as these functions which are on demand, there can be regular maintenance functions that can be performed by in-house staff with a little training. -Some machines have similar internal cleaning procedures which are simple and straightforward, but have to be regularly performed. - A failure to do these procedures will not lead to machine failure, but there can be a noticeable impact on quality, which increases as the time between cleaning increases. - Notification that a service call has been made is always useful to ensure staff that action has been taken and avoids a phone call from each user that wants to use the machine. Advance Warning -Advance warning that the machine will not be available when routine maintenance is required is useful to allow users to plan for lack of access and minimize disruptions to the business. -Advice as to when the machine will be available is also useful. 3.3 Identify equipment faults and take appropriate action in accordance with manufacturer's instructions or by seeking specialized assistance or the colored ink of the printer is not working  In this case details mean issue detail. Complaints such as “machine not working” or “cannot copy” do not provide any helpful information. - It is always the case that detail is helpful example: “machine jams only when duplexing on A4” directs the technician’s attention to a particular area. Documentation may be necessary that encourages detail or the expert collects the details. Consumables are the items or resources that are consumed in the normal usage of the tool. Photocopiers will consume paper and toner and once depleted they will not operate with them being replaced. Mobile phones use the power from batteries, and these can be recharged. However, eventually the ability to store power will diminish and the batteries will be useless. Where are the consumables stored? Toner cartridges will need to be accessible and readily available when the cartridge needs to be replaced. In most cases this will require a secure area where access is controlled. Paper can consume a large space, depending on the amount of paper used and the number of machines. Consumables are products that consumers use recurrently -items which "get used up" or discarded. For example consumable office supplies more examples of are such products as paper, pens, file consumable items: folders, Post-it notes, and toner or ink batteries. cartridges. computer cables. calculators. envelopes. whiteboard markers. printer paper. MAINTENANCE TIPS & CHECKLIST WHY YOU NEED TO BE PROACTIVE ABOUT MACHINE MAINTENANCE Being proactive in your equipment maintenance schedule helps prevent expensive downtime. Regular maintenance helps predict when failure is likely to occur, allowing you to find a solution to problems before they happen. ________ Maintenance innovations have been around for some time, but we are now seeing important shifts towards data-driven innovations and the power of IoT. Sample video on data-driven innovations and the power of IoT. https://youtu.be/6DNpJjTjLyk https://youtu.be/8D9WPl31JwQ #1 COMMIT TO A PREVENTIVE #5 ADHERE TO FACTORY- MAINTENANCE PROGRAM RECOMMENDED MAINTENANCE INTERVALS #2 IDENTIFY MAJOR CAUSES OF MACHINERY BREAKDOWN #6 DOCUMENT YOUR MACHINE’S SERVICE HISTORY #3 GET TO KNOW YOUR MACHINES #7 PAY CLOSE ATTENTION TO WHAT INSIDE AND OUT YOUR MACHINERY’S FLUIDS ARE #4 TRAIN YOUR EMPLOYEES IN SAYING EFFECTIVE MACHINERY OPERATION #8 MONITOR YOUR MACHINERY’S OVERALL CONDITION 1. All tools require maintenance 2. Some will require repairs 3. Most tools have a consumable element and insufficient consumables will affect the use of the tool 4. Maintenance will render the tool unavailable and this must be planned 5. Consumables must be purchased in accordance with business procedures 6. Consumables need to be monitored to ensure there is a sufficient supply 7. Training may be required to replace consumables 8. Documentation and access to relevant information are important to support the tool need. 10 Examples Of Customer Experience Innovation In Hospitality https://www.forbes.com/sites/blakemorgan /2020/02/20/10-examples-of-customer- experience-innovation-in- hospitality/?sh=65b17a362033 Answer the following questions: 1. Identify all items that could be identified as business tools. 2. Pick three of the tools listed in question one and identify any key issues that should be considered about the use of the tool and that should be explained to the user. 3. List any procedures or steps that management should introduce in the future to improve the operation and management of business tools.