Module 7 : Trainee Handouts

Tech Skill Catalyst for Customer Service

Total Duration: 18 Hours

We will Learn:

1. Essential tech skills for customer service

2 Basic Microsoft office tips & tricks
2.
3. Computer shortcut keys & Keyboard skills
4 Call center troubleshooting
4.
5. Effective Internet browsing
1. Essential tech skills for customer service

Understanding – What is a computer?

¾ The computer processes input through input devices like mouse

and keyboard.
¾ The computer displays output through output devices like color
monitor and printer.
¾ Computers have become indispensable in today’s world. Millions
of people use computers all over the world.
¾ There are several uses of computers:
 Understanding - Different Operating Systems

¾ Operating System or OS -- is software, consisting of programs and

data, that runs on computers, manages computer hardware
resources, and provides common services for execution of various
application software. The operating system is the most important
type of system software in a computer system. Without an
operating system, a user cannot run an application program on
their computer, unless the application program is self booting.
 Understanding - Basic Components

• http://videos.howstuffworks.com/howstuffworks/23-computer-
tour-video.htm
• Motherboard
• CPU – Central Processing Unit
• RAM – Random Access Memory
• Video Card –
• Power Supply
• H d di
Hard disk
k or d
drive
i
• Optical Drive
U d t di - Basic
Understanding B i Components
C t
 Understanding - Basic Components

¾ http://www.videojug.com/film/what-components-are-inside-my-
computer
¾ Hardware and Software
S f -- All off these components are
usually found within the tower of a desktop computer. They are
referred to as "hardware". Hardware can be thought of as the
actual physical components that go into the computer.
"Software" refers to the programs and systems that operate
within the hardware.
 B i Computer
Basic C t Skill
Skills

Section 1: What is My Desktop?

Section 2: Basic Desktop Navigation
Section 3: Start button
Section 4: Myy Files
Section 5: Customizing Your Desktop
Section 6: Control Panel
Section 7: Administration Tools
Section 8: Working With Folders and Files
Section 9: Working With Programs
S ti 10:
Section 10 Managing
M i Windows
Wi d
Section 11: Logging On and Off Windows
Section 12: Protecting Your computer
 Basic Computer Skills Cover

• Use a mouse to point, click and double-click

• Keyboard
Ke board and typing
t ping tips
• Opening and closing software files
g a CD-ROM
• Accessing
• Locating a saved file
• How to copy and paste files or text
 Discussion

Questions and Comments?

2. Basic Microsoft office tips & tricks
 C t t :W
Contents Word
d Processing
P i

• Creating and saving files

• Typing
• Selecting of a letter/word/sentence and making desired changes
• Introduction to the menu bar and all of its features
• Shortcuts
• Proofreading (spell/grammar check)
• Working with tables (creating, editing, adding/removing row/column)
• Alignment options
• Coloring,
C l i watermarking
t ki
• Printing
 C ti and
Creating d saving
i files
fil
Starting
g Microsoft Word

To open Microsoft Word: First click

on your
o r "Start" button.
b tton Next
Ne t click on
All Programs. You will probably need
to scroll to find the Microsoft Office
program
p g menu. When yyou do click
on Microsoft Word this will start the
program. (Note: Microsoft Word 2010
is the most recent version released.
T i
Typing

• When you start MS-Word for Windows, you

see a blank area. (This blank area is called a
Normal Template). To work effectively with
Word,, yyou must understand that every y Word
Document is based on template.
• The Blinking Vertical Line that marks the
insertion point, the location where text you
type will be inserted into the document and
where certain editing actions will occur.
occur
• The horizontal line is the end-of-document
marker.
• There are a number of different views
available for working on the text, available on
the View menu. The simplest is the 'Normal'
view, while the most complex view, but the
best for working on heavily formatted pages
is the 'Print layout' view.
 Selecting of a letter/word/sentence and making
desired changes

Go to Insert > Text Box and choose a style from the drop-down menu. This
will create a text box where you can change the text orientation. For
minimal formatting,
formatting choose Simple Text Box.
Box
 Selecting of a letter/word/sentence and
making desired changes

Move and resize the text box if necessary. Click and drag on the outside
lines of the box to move it; click and drag on the blue circles and boxes to
resize it.
 Selecting of a letter/word/sentence and
making desired changes

Click inside the text box. This will highlight the text in blue.
 Selecting of a letter/word/sentence and
making desired changes

Go to Format > Text Direction. Clicking the Text Direction button

repeatedly will toggle between all the possible text orientations.
 Selecting of a letter/word/sentence and
making desired changes

Type into the text box. Hit Enter whenever you want to begin text in a new
vertical column.
 Introduction to the menu bar and all of its features

When you work with MS-Word for Windows, you give it commands to instruct the
program tot carry outt the
th desired
d i d tasks.
t k Commands
C d are usuallyll entered
t d byb
means of menus. MS-Word for Windows has three types of menus:
• The Main Menu is displayed in the menu bar, on the second line of the screen.
• A Pull-down Menu is a list of commands associated with each choice on the
main menu. When you choose a command on the main menu, its pull-down
menu is displayed.
• A Context Sensitive Menu is pop-up screen when you right-click the mouse.
Wherein it shows a list of commands to work with.
with
Introduction to the menu bar and all of its features
Parts Function
Title Bar Displays the program name, and the name of current
document displayed or being edited.
Menu Bar Contains the names of the command menus currently
available.
Standard Toolbar Contain buttons that provide shortcuts for the most
commonly used Word Features, such as opening and
printing document.
Formatting Toolbar Contains buttons and drop-down lists that you use to
modify the appearance of selected text.
Ruler It shows the width of your text, as well as any indents or
tabs.
Document Window Displays the documents you create and edit.
Insertion Point It is blinking vertical line at the upper left corner of a new
document.
Endmark It indicates the end of the document
document.
Scroll Bars It is one of the main ways to navigate through a
document. Appear along the right side and bottom edges
of the document window. Each scroll bar contains two
scroll arrows and scroll box, which you can use to move
vertically and horizontally through a document.
Status Bar Displays the necessary information about the active
document such as page.
Minimize Button It is used to temporary hide word (to shrink it to an icon
on the taskbar).
Maximize Button It is used to enlarge MS-Word to full screen.
Close Button It is used to exit or quit MS-Word.
 Checking spelling and grammar

To make your document appear professional, you'll want to make sure it is

free from spelling and grammar errors. Word has several options for
checking your spelling.
spelling You can run a spelling and grammar check
check, or you
can allow Word to check your spelling automatically as you type.

To run a spelling and grammar check:

• Go to the Review tab.
• Click on the Spelling & Grammar command.
Checking
g spelling
p g and grammar
g

¾ The Spelling and Grammar dialog box will

open. For each error in your document,
Word will try to offer one or more
suggestions. You can select a suggestion
and click Change to correct the error.

¾ If no suggestions
gg are ggiven, y you can
manually type the correct spelling.
 Working
g with tables: Creating
g the Table
Creating the Table You will need to insert the main part of the table to begin editing and
manipulating it to suit your document's needs. To do this, perform the following steps.

To insert a table:
1. Place your cursor in the general area
where you want the table to be; you can be
more specific with its location once you
have inserted it.

2. In the Word menu bar, click Insert > Table

Working with tables: Creating the Table

3 A dialog
3. di l box
b will
ill display
di l with
ith the
th options
ti f
for
setting up your table. The following figure
and paragraphs explain these options.

4. In the Table size section of the Insert Table

dialog box, select the number of columns
and rows you want in your table. If you need
to just estimate.
to, estimate You can always add and
delete columns and rows later.

5. In the AutoFit behavior section, select the

option for how you want the table sized
within your document.
 Working
g with tables: Creating
g the Table

Framework Table

6. Click OK.

Using the settings of 3 columns and 4 rows with the Fixed column width option selected, your
new table will display as shown below. We will call this our framework table.
 Working
g with tables: Editing
g the Table

To add columns or rows:

1. Place yyour cursor in the first cell in the framework table.

2. 2. In the Windows menu bar, click Insert > Table > Columns to
the Left. The table will now display as shown below.
 Working with tables: Editing the Table
To align the table on the page:

1. Right click anywhere inside the table to display the menu (you can
also click Table on the menu bar once you have the cursor anywhere
in the table). On this menu, select Table Properties to bring up the
Table Properties dialog box.
 Working with tables: Editing the Table

2. Be sure the Table tab is selected.

3. In the Alignment section, click Left if you want the table aligned with the left
margin of the paper, Center if you want the table centered, and select Right if
you want the table aligned with the right side of the paper. For our sample
table we want to select the Center option.
table, option
4. Click OK to save your settings, or click Cancel to exit without saving.
Text Alignments

Left Aligned Text:

A paragraph
paragraph's
s text will be said left aligned if it is aligned
with left margin. Here is a simple procedure to make a
paragraph text left aligned.
Step (1): Click anywhere on the paragraph you want to
align and click Align Text Left button available on
Home tab or simply press Ctrl + L keys.

Center Aligned Text:

A paragraph's text will be said center aligned if it is in
the center of the left and right margins. Here is a simple
procedure to make a paragraph text center aligned.
Step (1): Click anywhere on the paragraph you want to
align and click Center button available on Home tab or
simply press Ctrl + E keys.
Text Alignments

Right Aligned Text:

A paragraph
paragraph'ss text will be said right aligned if it is
aligned with right margin. Here is a simple procedure to
make a paragraph text right aligned.
Step (1): Click anywhere on the paragraph you want to
align and click Align Text Right button available on
Home tab or simply press Ctrl + R keys.

Justify Aligned Text:

A paragraph's text will be said justify aligned if it is
aligned with both left and right margins. Here is a
simple procedure to make a paragraph text justify
aligned .
Step (1): Click anywhere on the paragraph you want to
align and click Justify button available on Home tab or
simply press Ctrl + J keys.
 Watermarking

1. Click the "Page Layout" tab in the ribbon at the

top of Word .

2. In the "Page Background" group, click the

"Watermark" command.

You can select one of the default watermarks

such as "CONFIDENTIAL 1", "DO NOT COPY",
or "URGENT 1". Or, click on the "Custom
Watermark" button to open the "Printed
Watermark" dialog box.
 Coloring

If yyou color-code the text in yyour Word

documents, you may feel constrained by the
15 Highlight Color choices:

Fortunately,
F l there's
h ' another
h command d
available if you want to expand your color
palette: Shading. The button is not far from
the Highlight Color selector on the Word
toolbar: It's just about seven spots to the right
over in the Paragraph section:
 Coloring

You can use More Colors to select from the

expanded Colors dialog:

O even enter custom RGB values

Or l if you like:
lik
 Printing

Step 1: Open an existing Word document or

start a new document and type your text.
text Step 2:
Once you’ve completed your document and are
ready to print, click File in the top left-hand
corner of your document.

Alternatively, some versions of Word may have

an Office button instead of a ‘File’ button – it’s a
round Office icon in the top left-hand corner of
the screen. Click on this if yyou have one.
 Printing

Step 3: Move down and click Print in the menu. This

will bring up the ‘Print’ dialogue box.

Step 4: Choose how many copies of your document

you need.
Printing

Step 5: Depending on your printer

options you can choose other
options,
printing features such as whether you
want to print all pages or only certain
g
pages. You can also change g the
orientation of the print from portrait to
landscape and tell your computer and
printer whether you’re printing on a
certain size of paper.
paper You
You’llll also see,
see
on the right, a preview of your printed
document will look like. Step

6: When you’re happy with your

settings, click Print. The document
will now start printing on your printer.
 Discussion

Questions and Comments?

 Contents: Spreadsheet

• Contents:
• Introduction to worksheet and excel
• Creating a worksheet and saving it
• Introduction to different features available
• Formatting options
• Different calculations
• Different
Diff t formulas
f l
• Printing worksheets
• Real life use of worksheets
 Spreadsheet :Excel

1. Click the Start button. If Excel Starter is not included among the
list of programs you see,
see click All Programs,
Programs and then click
Microsoft Office Starter. The Excel Starter startup screen
appears, and a blank spreadsheet is displayed. In Excel Starter, a
spreadsheet is called a worksheet, and worksheets are stored in a
file called a workbook. Workbooks can have one or more
worksheets in them.

2 Click Microsoft Excel Starter 2010.

2. 2010
 Spreadsheet :Excel

3. Each tab in the ribbon displays commands that are grouped by task. You'll
probably spend most of your time using the Home tab, tab when you're entering
and formatting data. Use the Insert tab to add tables, charts, pictures, or
other graphics to your worksheet. Use the Page Layout tab to adjust
g
margins and layout,
y especiallyy for printing.
g Use the Formulas tab to make
calculations on the data in your worksheet.
4. The pane along the side of the Excel Starter window includes links to Help
and shortcuts to templates and clip art, to give you a head-start on creating
workbooks for specific tasks,
tasks such as managing a membership list or
tracking expenses. The pane also displays advertising and a link to
purchase a full-feature edition of Office.
 Spreadsheet :Create a new workbook

1. Click File, and then click New.

2. If you want to start with the equivalent of a blank
grid, click Blank workbook.
3. Excel Starter opens
p the blank workbook or
template, ready for you to add your data.
 Spreadsheet : Save a workbook

1 Click the Save button

1. on the Quick Access Toolbar.
Toolbar
• (Keyboard shortcut: Press CTRL+S.)
• If this workbook was alreadyy saved as a file,, any
y changes
g yyou
made are immediately saved in the workbook, and you can
continue working.
2. If this is a new workbook that yyou have not yyet saved,, type
yp a
name for it.
3. Click Save.
 Spreadsheet : Formatting a workbook

• You can format text and cells to make your worksheet look the way you want.
• To wrap text in a cell, select the cells that you want to format, and then on the
Home tab, in the Alignment group, click Wrap Text.
• To adjust column width and row height to automatically fit the contents of a
cell,
ll select
l t the
th columns
l or rows that
th t you wantt to
t change,
h and
d then
th on the
th
Home tab, in the Cells group, click Format.
• Under Cell Size, click AutoFit Column Width or AutoFit Row Height.
• To change the font, select the cells that contain the data that you want to
format, and then on the Home tab, in the Font group, click the format that you
want.
• To apply number formatting,
formatting click the cell that contains the numbers that you
want to format, and then on the Home tab, in the Number group, point to
General, and then click the format that you want.
 Spreadsheet: Formulas and Functions

• For example, cell A3 below contains a

formula which adds the value of cell A2 to
the value of cell A1.
• A formula is an expression which
calculates the value of a cell. Functions
are predefined formulas and are already
available in Excel.
• For example, cell A3 below contains the
SUM function
f nction which
hich calculates
calc lates the sum
s m of
the range A1:A2.
 Spreadsheet: Formulas and Functions

• Enter a Formula
• For example, cell A3 below contains a
formula which adds the value of cell A2 to
the value of cell A1.
• To enter
T t a formula,
f l execute
t the
th following
f ll i
steps.
• 1. Select a cell.
• 2. To let Excel know that you want to enter
a formula, type an equal sign (=).
• 3. For example, type the formula A1+A2.
• 4. Change the value of cell A1 to 3.
 Spreadsheet: Formulas and Functions

• Enter a Formula
• When you select a cell, Excel shows the
value or formula of the cell in the formula
bar.
• 1. To
1 T edit
dit a formula,
f l click
li k in
i the
th formula
f l
bar and change the formula. • 2. Press
Enter.
 Spreadsheet: Print a Worksheet

• 1. On the File tab, click Print.

• 2. To preview the other pages that will be printed,
click 'Next Page' or 'Previous Page' at the bottom of
the window.
• 3 To
3. T print
i t the
th worksheet,
k h t click
li k the
th big
bi Print
P i t button.
b tt
• What to Print
• Instead of printing the entire worksheet, you can
also only print the current selection.

1. First,, select the range

g of cells yyou want to p
print.
2. Next, under Settings, select Print Selection.
3. To print the selection, click the big Print button.
 Discussion

Questions and Comments?

 Contents: PowerPoint

• Contents:
• Introduction to presentation, and PowerPoint
• Creating a presentation using power point
• Slide designing
• Theme set , slide show and slide show setup
• Animation in PowerPoint
• Using multimedia in presentations
• Adding notes
• Shapes
• Running a PowerPoint show
 Introduction to presentation,
presentation and PowerPoint

• PowerPoint is a complete presentation

graphics package. It gives you everything you
need to produce a professional-looking
presentation. PowerPoint offers word
processing, outlining, drawing, graphing, and
presentation management tools- all designed
to be easy to use and learn.
• A presentation is the process of presenting a
topic to an audience. It is typically a
demonstration, lecture, or speech meant to
inform, persuade, or build good will. The term
can also be used for a formal or ritualized
introduction or offering, as with the
presentation of a debutante.
 Creating a presentation using power point

• To add a slide, click on the “New Slide” icon in Home tab.

• To work on a slide, go to the slide column (left side of screen)-
click on it.
• To delete a slide- go to slide column- click on it- press
“Backspace” button
 Creating a presentation using power point

Slide layouts:
y
• To shrink/enlarge text box borders- click on a “sizing handle”
and drag.
• You can click on the Layout tool (next to New Slide) to change
to another type of slide layout.
• Different layouts give room for pics, charts, tables.
 Creating a presentation using power point

Shortcuts and Right-clicking:

g g
• Ctrl-Z to undo changes, Ctrl-Y to redo
changes.
• To select text, highlight with mouse or press
Ctrl-A to select all text in a text box
• To change font, color, & size, text and then
right–click on it to get mini pop-up toolbar &
menu
 Creating a presentation using power point

Shortcuts and Right-clicking:

g g
• Automatic…click on Bullets icon in Home tab
to turn off.
• To start new bullet, press enter
– To make a sub-point, press tab
– To go back to a regular bullet pt, right-click
and then click on the “Decrease
Decrease Indent
Indent” icon
(in mini pop-up menu or in Home tab).
• Keep bullet pts. concise
 Saving and Printing

• Check your text for errors by pressing F7.

• To save, go to Office Button- Save As.

– Good ideas- save as a 2003 compatible document

– In pop-up
pop up window,
window give PPT show a simple file name

• To print PPT, go to Office Button- Print. Under “Print What” choose

“handouts” and choose the # of slides per page.
 Insert Tab
Tab- add Pictures from file

• First make room!

• If you want to add a picture saved on computer or digital

camera, go to Insert Tab/Picture.

• In pop-up window, find the picture on your computer.

• Double-click on it to add it.

• Adjust size as needed

 Design Tab
Tab-Themes
Themes

• Choose a pre-made background- go to the Design Tab,

choose a Theme.

• Colors in the Theme can also be adjusted

j by
y clicking
g on
the Colors tool.

• You can also adjust the background color by clicking on

Background style.

• Affects all slides

 Slide Show

• To start show, press F5

• To start from a certain slide, click on slide, go to Slide

Show Tab,, and choose “From Current Slide.”

• To advance a slide, press Enter (keyboard) – or click

mouse

• To go back a slide, press Backspace (keyboard)

• To end the show press Escape (keyboard)

• Keep presentations simple- remember that PPT is just a

tool, not the presentation.
 Add Animation Effects in Microsoft PowerPoint

• Click on the image or the text you would like to animate.

To select a whole text box, click on the border of the text box.
It will automatically send in the text by paragraphs unless you
highlight all the text in the box, in which case it all comes in at
th same time.
the ti

• Go to the "Animations" tab. In the 2007 and 2010 versions

of PowerPoint,
PowerPoint this tab is located at the top of the page,
page next
to "Transitions". You can either open the "Animation pane" in
2010, or use the drop down list. In 2007, use "Custom
animation".
 Add Animation Effects in Microsoft PowerPoint

• Select the animation you would like. There are entrances,

exits, emphasis, and paths.

• Specify whether you want your animation to start "On mouse

click", "After
click After previous
previous" or "With
With previous
previous".

• Preview the effect by either going to slideshow mode. Click

"preview", "play" or the F5 key on your keyboard. It's now
ready to go, or you can add as many more as you'd like to
your PowerPoint presentation.
presentation
 Using multimedia in presentations

• Go to the Office Button/ PowerPoint options.

• Click “Show Developer tab in ribbon” checkbox.

• p tab/ Control Group/

Go to Developer p More Controls…choose “Shockwave Flash
Object.”

• Draw a box on the screen, right-click on it, select “properties.” Copy the video URL.

• In the pop-up menu, paste the YouTube URL in the box next to “Movie.” In the URL,
delete “watch?” and replace the = sign after the capital “V” with a forward slash (/).
 Discussion

Questions and Comments?

3. Computer shortcut keys &
Keyboard Skills
Standard Toolbar Buttons
Application Toolbar and Screen Buttons
Navigation Buttons
Matchcode Buttons
Working with Data
Using Transactions
Formatting Text
 Discussion

Questions and Comments?

4. Call Center Troubleshooting
 C ll Center
Call C t Troubleshooting
T bl h ti

• In order to be successful in a customer-centric company,

call center agents must be skilled at resolving both the
routine issues as well as finding g effective solutions to
more complex problems.
 10 Steps
p to Effective Problem Solving
g for Call
Center Agents

1 Id
1. Identify
tif the
th problem
bl
To help with this first step, ask yourself the following
questions:
q
• What is the customer calling about?
• Is there another issue that is causing the problem that
they are not aware of?
• What would the customer like us to improve?
• I their
Is th i issue
i b i compounded
being d d by
b a known
k b ?
bug?
• Is this issue specific to this customer, or have other
customers called in about the same issue?
 2. Find out why the problem exists
Once you have identified the problem and confirmed this with the
customer find out why the problem exists.
customer, exists To accomplish this,
this you
should:
• Understand how this customer perceives the problem and try
to gain a better understanding of their needs.
needs
• Ask them what they have already tried to resolve the issue.
• Check your systems, ask other agents if they have fielded calls
about the same issue and analyze your data to see if the
problem really exists.
• Decide whether or not the benefits of solving the problem will
be worth the effort that you’ll put into solving it (to adequately
accomplish this, you must move on to step 3). 2. Find out why
the problem exists
3. Find out how the problem impacts the customer

As a callll center
A t agentt aiming
i i t provide
to id top-notch
t t h service,
i you
must have an understanding of how the issue impacts the
customer. For example, if a bug in your software is causing your
customer to manuallyy enter information after hours,, yyou might g feel
sorry for them and say so (e.g., “I am really sorry for all of the extra
effort. I can understand that you are frustrated.”), and tag their
issue as normal priority. However, if that same bug is causing them
to miss a work event and their job is on the line,
line their frustration
with the bug should clearly be addressed and their ticket priority
set to urgent. Understanding how the issue impacts the customer
will help you to prioritize tasks and also connect better with your
customers.
4. Clearly define the problem

Once you have

O h completed
l t d steps
t 1 3 it is
1-3, i time
ti t nott only
to l clearly
l l
define the problem but also to define what the customer wants or
needs. At this stage you should already have a comprehensive
understandingg of both,, but yyou should check in with the customer
to make sure you are on the same page as them. If the problem
they would like solved is still too broad (i.e., “better product”), it
might take some more effort on your part to whittle it down to a
concrete problem that you can work towards resolving.
resolving
 5. Generate possible solutions

Once you have

O h id tifi d a concrete
identified t problem,
bl it is
i time
ti t
to
brainstorm possible solutions. To help with this, ask yourself the
following:
• Wh t have
What h other
th agents
t done
d t solve
to l similar
i il problems?
bl ?
• What have our competitors done to resolve similar problems?
• Can someone from another department (i.e., tech, marketing,
sales, support) help me resolve this issue?
• Does management have insight that might be helpful?
6 E
6. Evaluate
l t each
h solution
l ti and
d select
l t the
th mostt appropriate
i t
Once you have identified possible solutions, evaluate each one. Ask
yourself the following:
• Do we have the resources to attack the problem from this angle?
• How much is this going to cost to implement?
• How long
g is this g
going
g to take to implement?
• Is there a cheaper, quicker, more effective way to do this?
• Will resolving the issue using this method adequately address the
customer’s needs?
• Is this solution in-line with our company policy, culture and ethics?
• Would management agree with this solution?
• What could go wrong by implementing this solution?
• What would be the impact on other customers, the company, other
agents and my team if we implement this solution?
7 Pl
7. Plan the
th implementation
i l t ti off the
th solution
l ti
Some solutions are very straightforward to implement. For those that
are not, think about the following:

• Who – who from our team will implement the solution?

• What – what will the implementation entail, cost, etc.?
• When – when will we start the implementation process and when
should it be completed?
• Where – are we going to the customer to implement the solution or
can we do it remotely?
• Why – why are we implementing this solution, what are the benefits
of doing so, how is this going to impact the customer?
• How – how are we going to execute?
8. Pitch the solution to the customer

Once you have nailed out the details of the

implementation process, you must pitch your
plan to the customer. You should walk through
the details of your solution and be open to their
feedback. It is important to go into the pitch with
an open mind, ready to make adjustments to
your well-thought
ll th ht outt plan.
l Aft
After all,
ll the
th
customer comes first!
9. Implement the solution

Once you, your customer and your team are all

on the same page about the solution, it is time
to execute. During this time it is important to
continually check in on your progress to ensure
that you are meeting your deadlines and are
within your budget. If you need to re-work you
plan,
l make
k sure th
thatt you appropriately
i t l manage
the expectations of all parties involved.
10. Analyze the results

Once you have finished the implementation

process, you should analyze the results. Do this
by collecting quantitative and qualitative data.
Ask the customer how they feel about the
solution, if it met their expectations, if it has
improved the way they use your product or
service,
i etc.
t A Analyze
l th
the metrics
t i pre-and d post-
t
implementation to see if there has been a
significant improvement. If there is room for
improvement,
p , start from step
p one with an open
p
mind and an eager attitude.
 Discussion

Questions and Comments?

5. Effective Internet browsing
 Internet Browsers

• A web browser (commonly referred to as a browser) is a

software application for retrieving, presenting and
traversing information resources on the World Wide Web.
An information resource is identified by a Uniform
Resource Identifier (URI/URL) and may be a web page,
image, video or other piece of content. Hyperlinks
present in resources enable users easily to navigate their
browsers to related resources.

• Although browsers are primarily intended to use the

World Wide Web, they can also be used to access
information provided by web servers in private networks
or files in file systems.
 Web pages,
pages URL,
URL websites

• A web page (or webpage) is a web document that is

suitable for the World Wide Web and the web browser.

• A web browser displays

p y a web p page
g on a monitor or
mobile device. The web page is what displays, but the
term also refers to a computer file, usually written in
HTML or comparable markup language. Web browsers
coordinate the various web resource elements for the
written web page,
page such as style sheets,
sheets scripts and
images, to present the web page.

• Typical web pages provide hypertext that include a

navigation bar or a sidebar menu to other web pages via
h
hyperlinks,
li k often
ft referred
f d to
t as links.
li k
 Web pages,
pages URL,
URL websites

• A URL is one type of Uniform Resource Identifier (URI);

the generic term for all types of names and addresses
th t refer
that f tot objects
bj t on the
th World
W ld Wide
Wid Web.
W b The
Th term
t
"Web address" is a synonym for a URL that uses the
HTTP / HTTPS protocol.
 Web pages,
pages URL,
URL websites

• A website, also written as web site, or simply site, is a

sett off related
l t d web
b pages typically
t i ll served
d from
f a single
i l
web domain. A website is hosted on at least one web
server, accessible via a network such as the Internet or a
private local area network through an Internet address
known as a uniform resource locator. All publicly
accessible websites collectively constitute the World
Wide Web.
Web

• A webpage is a document, typically written in plain text

interspersed with formatting instructions of Hypertext
Markup Language (HTML,XHTML). A webpage may
incorporate elements from other websites with suitable
markup anchors.
 Search engines

• A web search engine is a software system that is designed to search for information on
th World
the W ld Wide
Wid Web.
W b The
Th search
h results
lt are generally
ll presented
t d in
i a line
li off results
lt often
ft
referred to as search engine results pages (SERPs). The information may be a mix of
web pages, images, and other types of files. Some search engines also mine data
available in databases or open directories.
directories Unlike web directories,
directories which are maintained
only by human editors, search engines also maintain real-time information by running an
algorithm on a web crawler.
 Discussion

Questions and Comments?