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 TABLE OF CONTENTS

Unit I- Access and Use Common Business Tools I

Unit II- Use business tools efficiently and effectively and in accordance with enterprise

Policy and procedure. 35

Unit III- Obtain and maintain business tools required to support workplace activities 45

Unit IV- Store business tools in accordance with enterprise procedures and to reduce

theft and fraudulent activity 50

 Business Success Lies Beyond Technology 1

Module 1- Use Common Business Tools and Technology

Unit 1- Access business tools required to achieve work outcomes in accordance enterprise
policy and procedures

Every business needs certain tools to keep their operations going. What these
tools are depends on the nature of the business and the needs of the people who run it. It
https://www.celinenavarro.com/blog-english)
can influenced by the needs of the customers. Finding the right tools for your business is
not always easy to do. As your business grows, you often need to reassess what tools
your company is using and decide whether to change or add to your existing tools.
Otherwise, you can end up with inadequate tools or many different tools that do not work

The needs of your business need to come first when you are looking for the right tools to
use. AtOfthe
Learning end
course,ofevery
this unit,
Outcomes you will
business hasbedifferent
able to: needs, and you need to define what they are before
you can choose the tools that meet them. The first thing that you should consider is the size
 your
of Identify and access
company. Therebusiness
are toolstools
that required to suited
are better achievetowork outcomes
smaller in accordance
companies and those that will
enterprise policy and procedures
fulfill the requirements of larger companies. You need tools that can handle your workload and the
 Explain
number the importance
of employees of business
that you have. tools in the industry to achieve enterprise goals and objectives.
 Apply knowledge/ skills about the business tools in future jobs for both local and international.
Something else to think about is the mission and goals of your company. When you know
what you want your brand to achieve, you can take a strategic approach to choosing the tools that
Pretest
you use.
Multiple Choice. Encircle the letter of the correct answer
1. This tool is one of the most important in business and have helped people move forward in science,
medicine, business, and learning, because they let experts from anywhere in the world work with
each other and share information
Not intended for publication. For classroom instruction purposes only
 Business Success Lies Beyond Technology 2

A. Computer
B. Wiki
C. Website
D. Facebook
2. It is a wireless handheld device that allows users to make and receive calls and to send text
messages, among other features and could only make and receive calls. However, are packed with
many additional features, such as web browsers, games, cameras, video players and even
navigational systems
A. Digital Camera
B. CCTV Camera
C. Mobile Phone
D. Router
3. Digital marketing’ is the process of promoting products or services using technology, mainly via
the internet
A. Mobile Phone
B. Web builder
C. Photocopier
D. Digital Marketing
4. One aspect of is the sharing of office space; another is the sharing of social spaces beside
the office. Both give rise to social interactions and thus knowledge and idea exchanges, which might
provide more than a mere sharing of working-spaces but of entrepreneurship or of incubation.
A. Co-working- space
B. Computer
C. Printer
D. Photocopier
5. A allows you and your business to accept credit or debit card payments, whether
in person, over the phone, or online.
A. Cowering space
B. Merchant Account
C. Mobile Phone
D. Camera

Thank you for answering the test. For the key answer, please see page
.

If you got the score below 5, read the content or click this link:

https://simple.wikipedia.org

https://www.officetechnology.ie/h

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 Business Success Lies Beyond Technology 3

What is a Business Tool?

Content
A business tool considered as any asset that helps or assists the organization to achieve its stated aims or
objectives. There are various types of tools that may use in a business varying in size, complexity, danger,
and importance to the business operation. There are the large, heavy tools such as stoves, refrigerators,
cars or freezers. This unit aims to consider the items that are portable and valuable, and by their very
nature present unique management challenges to the business. There are various considerations that
relate to the management of these items that are not applicable when considering their other cousins. For
example, it is very easy to misplace a mobile telephone, but very difficult to misplace a freezer. The cost of
using a mobile phone can vary significantly; the cost to the business of the mobile can be reasonable or
exorbitant depending on use. It is also a challenge to misuse a freezer. However, there have been several
cases where the misuse of a telephone has had significant implications for employees and for the business.
Modern managers must to be able to manage these tools to ensure that they are available when required,
are in a usable and operating condition and that the user is sufficiently trained to use the device efficiently.
A mobile phone must have a sufficiently charged battery, a mobile service, and a user who is sufficiently
trained or experienced to be able to use the tool in an efficient and productive manner. To continue the
example of the mobile telephone, it is possible to imagine a situation where an employee is given a phone
with a flat battery. A charger is eventually found and the battery charged. When the phone is switched on, it
asks for a security code, which is unknown, but also later located. When this is entered it is discovered that
the bill has not been paid and there is no service. This is a simple example of the care and management
that is necessary to ensure that the tool does meet the needs of the business and that the tool enhances
the performance of the business.

Best Common Business Tools

1. COMPUTER
Figure 1. Computer
Note. This photo is taken from bing image search

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 Business Success Lies Beyond Technology 4

A computer is a machine that accepts data as input, processes that data using programs, and outputs the
processed data as information. Many computers can store and retrieve information using hard drives, can
be connected together to form networks, allowing connected computers to communicate with each other.
One of the most important jobs that computers do for people is helping with communication.
Communication is how people share information. Computers have helped people move forward in science,
medicine, business, and learning, because they let experts from anywhere in the world work with each
other and share information. They also let other people communicate with each other, do their jobs almost
anywhere, learn about almost anything, or share their opinions with each other. The Internet is
the thing that lets people communicate between their computers. Computers store data and the
instructions as numbers, because computers can do things with numbers very quickly. These data are
stored as binary symbols (1s and 0s). A 1 or a 0 symbol stored by a computer is called a bit, which comes
from the words binary digit. Computers can use many bits together to represent instructions and the data
that these instructions use. A list of instructions is called a program and is stored on the computer's hard
disk. Computers work through the program by using a central processing unit, and they use fast memory
called RAM also known as (Random Access Memory) as a space to store the instructions and data while
they are doing this. When the computer wants to store the results of the program for later, it uses the hard
disk because things stored on a hard disk can still be remembered after the computer is turned off. An
operating system tells the computer how to understand what jobs it has to do, how to do these jobs, and
how to tell people the results. Millions of computers may be using the same operating system, while each
computer can have its own application programs to do what its user needs. Using the same operating
systems makes it easy to learn how to use computers for new things. A who needs to use a computer for
something different, can learn how to use a new application program. Some operating systems can have
simple command lines or a fully user- friendly GUI. (https://simple.wikipedia.org) What is computer
Computers used across multiple businesses. They´re equipped with software that enables them to perform
all sorts of tasks such as analyzing financial information, sending and receiving emails and designing sales
presentations. The computer is made as a desktop apparatus or a mobile laptop for either office or traveling
purposes. PCs (Personal Computers) with Microsoft Windows is the most frequently used. Macintosh
computers with Apple operating system are also used but mostly among professionals. Computers are vital
because they allow businesses to manage their daily activities in a more productive and efficient way.
https://www.zimegats.com/

The Importance of Computers in Business

Computer is very important in the business operation so as to the success of the business.
Computers have become essential business tools. They are use in every aspect of a company's
operations, including product creation, marketing, accounting and administration. It is critical that business
owners take the time to choose the right computers, software and peripherals for their organization. Given
the diversity of modern technology, from smartphones and tablets to large desktop systems, the choice of
the best tech for your business can be daunting.

Most business processes now involve the use of computers. Here are some of them:

 Communications: Companies use computers for both internal and external communications via
email, messenger systems, conferencing and word processing.
 Research: Businesses can use computers to research industry trends, patents, trademarks,
potential clients and competitors via search engines and proprietary databases.
 Media Production: Computers are now used to produce different types of media, including
graphics, video and audio productions.
 Data Tracking and Storage: Although paper files containing hard copy documents are still in use,
organizations also store and manage their data using software and the cloud.
 Product Development: Developers use computers to create new products and services.
 Human resources: Internal HR processes and payroll systems are managed using software and
online services.
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 Business Success Lies Beyond Technology 5

Types of Computers and Apps

The smartphone is essentially a computer now, and they may not be as stable and unflappable as the
NASA supercomputers of 1969, but they do have millions of times more computational potential than those
monoliths had. In fact, some think smartphones could even replace computers for some businesses. Then
there are tablets and all-in-one desktop computers where a thicker monitor holds the entire computer.
There are laptops and even desktops and laptops that offer touchscreen input now, and what you pay often
dictates how long your tech will be relevant.

If there is a problem in the computer world now, it is that obsolescence is a constant threat. Technology
moves so fast and changes so rapidly that many products are render obsolete inside of two to three years.
Staying up to date with hardware and apps can make all the difference in program stability, up time and the
opportunities offered through tech. Just some of the ways computers help in business is with programs that
help expedite:

 Project management
 Accounting/payables
 Scheduling
 Production and productivity management
 Design and engineering
 Navigation
 Expense tracking and budgeting
 Inventory management and shipping tracking
 Industry oversight and alerts
 Communication
 Database and information management
 Client care
 Tracking related industry news via alerts

Communication and Collaboration

Third-party apps on computers and other devices have radically transformed business, and offices are
beginning to be more virtual than actual. With programs like Slack, teams now collaborate around the
world in real time. Video interfacing through meeting apps like Zoom allows multiple parties to meet in one
virtual space with full video and audio.

Even apps like Google Docs are collaborative in real time, so teams can tag-team or pass around
spreadsheets and other documents, make notes and have thorough records of all changes and
commentary in the margins.
Today, you can be on vacation and check in with the office in real time. This has given rise to the digital
nomad and location-independent entrepreneurs and employees who work on the road like no previous
generation ever has. In a way, the internet is the great equalizer and almost makes place irrelevant in
business.

Record Keeping and Problem Solving

Information management is a key example of the importance of computers in business administration. At

a glance, a manager can see what sales are doing and what problems are arising, and they can act rapidly
thanks to the instantaneous connection afforded through most management apps and programs. Better yet,
computers can be programmed to have specific operations for each business or client through highly
adaptable software or even proprietary creations.

Transparency and accountability are more possible with today’s technology. Even a mom-and-pop
hardware shop can have software to record transactions for their customers, making orders and client care
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 Business Success Lies Beyond Technology 6

easier than ever before. Businesses can track individual employee behavior online, monitor divisional sales
and accomplishments and much more.

Importance of Computers in Business Administration

The role of computers in business is to help you work smarter, not harder. In 2009, Apple created a cult
phrase: “There’s an app for that!” It proved so true with computers and phones that Apple quickly
trademarked the phrase.

The struggle today is more about finding the right software for your problem. Consider talking to or following
productivity evangelists and information technology experts to see if you are overlooking potential solutions
through smartphones, tablets and computers that could be a game changer in how you solve and expedite
business challenges)Steffani Cameron Reviewed by: Jayne Thompson, LL.B., LL.M.
Updated September 04, 2019to discuss your IT needs or visit us at https://zimegats.com

2. Mobile Phone

Figure 2
Note. This photo is taken from bing image search

A Mobile phone is a portable telephone device that does not require the use of landlines. Mobile phones
utilize frequencies transmitted by cellular towers to connect the calls between two devices. The first mobile
phone operated on an analog service and was developed by Motorola, Inc. Mobile phones have grown to
be the most widely used portable device in the world. Mobile phones may also be referred to as wireless or
cellular phones. (ww.techopedia.com/

A mobile phone is a wireless handheld device that allows users to make and receive calls and to send text
messages, among other features. The earliest generation of mobile phones could only make and receive

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 Business Success Lies Beyond Technology 7

calls. Today’s mobile phones, however, are packed with many additional features, such as web browsers,
games, cameras, video players and even navigational systems http://www.businessdictionary.com) (

Mobile phones or smartphones are rapidly becoming the central computer and communication device in
people's lives. Application delivery channels such as the Apple AppStore are transforming mobile phones
into App Phones, capable of downloading a myriad of applications in an instant. Importantly, today's
smartphones are programmable and come with a growing set of cheap powerful embedded sensors, such
as an accelerometer, digital compass, gyroscope, GPS, microphone, and camera, which are enabling the
emergence of personal, group, and community scale sensing applications (Lane, N. D et.al (2010). A
survey of mobile phone sensing. IEEE Communications magazine, 48(9), 140-150.

According to Kuznekoff, J. H et. al 2013, Students who were not using their mobile phones wrote down
62% more information in their notes, took more detailed notes, were able to recall more detailed information
from the lecture, and scored a full letter grade and a half higher on a multiple choice test than those
students who

were actively using their mobile phones (Kuznekoff, J. H., et.al.(2013). The impact of mobile phone usage on
student learning. Communication Education, 62(3), 233-252.

3. Website Builders
Figure 3
Note. This photo is taken from bing image search

based on the SEO ranking. Over a third of people look online before deciding whether they will pay a
business a visit and invest in their product or service. A business website is your first opportunity to impress
your audience and entice the buyer – without a website, you could be missing some spectacular sales
opportunities.

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 Business Success Lies Beyond Technology 8

It is for this very reason that website builders are a small business game-changer. They can help you get
your business online quickly and easily, all for a fraction of the cost involved in hiring a professional web
developer by Poppy Mortiboys-Harrison Updated: Aug 13, 2019 Published: May 14, 2019

A tool to enable a search-engine optimized website within a WBS (website building system) The tool
includes at a database storing WBS component compositions and SEO (search engine optimization)
information drawn from sources internal and external to the WBS relating to the component compositions
having at least one of: design and content; an analyzer to gather and analyze the SEO information for the
WBS component compositions and to provide an SEO ranking for them; an editor to enable a designer of a
website using the WBS to create and edit a website page using at least one user selected component
composition from the WBS component compositions and a recommender to receive the at least one user
selected component composition and to compare it with the results of the analyzer and to recommend to
the designer, search engine friendly recommendations for improved website optimization (Aviyam, Y., et.al
2019). U.S. Patent Application No. 16/043,189.

A method and system for a site builder. The site builder is an application designed to create and edit
websites for hosting providers, resellers and end users. Built with hosting in mind, the proposed site builder
allows providers to easily offer site-building capabilities to their customers. The easy five-step wizard
interface provides for an effortless way for customers to create, modify and update their own websites
without any technical skills or HTML knowledge. The site builder application for LINUX/Unix or WINDOWS
also comes with a comprehensive administration panel that allows providers to quickly and easily tailor the
application to their needs

(Bobykin, A et.al. (2018). U.S. Patent No. 9,959,269. Washington, DC: U.S. Patent and Trademark Office.

While the technology and internet was evolved, the need for website was increased and many people need
to have their own website to achieve their goals. Students to learn, sellers to present their products to
customer and other people with different goals. Web Design is a website that allow users to design their
web pages online, and this help user such as designers, students, and beginners that they do not know
anything or know a bit little about web programming, in building their website, as they like, then they can
see or take the code of this design. The project is also a social media so the users can post their designs
and get the feedback from other users, so the main objectives of the website are 1. Allow designers to
change their design to a web page easily, they only need to drag and drop elements. 2. Allow students and
beginners to build the website and see the code at any time, so this will help them to understand web
programming (Dar Saleh, A., et.al 2018 Website Builder.).

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 Business Success Lies Beyond Technology 9

CRM Software
Figure 4
Note. This photo is taken from bing image search

A CRM solution helps you focus on your organization’s relationships with individual people — including
customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding
new customers, winning their business, and providing support and additional services throughout the
relationship. A CRM system gives everyone — from sales, customer service, business development,
recruiting, marketing, or any other line of business — a better way to manage the external interactions and
relationships that drive success. A CRM tool lets you store customer and prospect contact information,
identify sales opportunities, record service issues, and manage marketing campaigns, all in one central
location — and make information about every customer interaction available to anyone at your company
who might need it.https://www.salesforce.com/crm/what-is-crm

The CRM is an acronym that stands for customer relationship management.it describes the strategy that a
company uses to handle customer interactions. One example of a common CRM strategy is the rewards
card program offered by many supermarkets. The store gives its customers a free card that gives them
access to special deals and discounts when they swipe the card during checkout. Many CRM software
and/or service package sexist to help companies manage the customer relationship process.

The CRM software can help by storing the customer information in an easy access format. For this reason,
the sales manager should make a point of keeping on top of the company’s CRM strategy and should pass
a long any changes to the sales team immediately.

Importance of Customer Relationship Management (CRM)

Customer relationship management is the strongest and the most efficient approach in maintaining and
creating relationships with customers and it is not purely business but also ideate strong personal bonding
within people. Development of this type of bonding drives the business to new levels of success. In today’s
commercial world, practice of dealing with existing customers and thriving business by getting more
customers into loop is predominant and is mere a dilemma. Installing a CRM, system definitely improve the
situation and help in challenging the new ways of marketing and business in an efficient manner. Hence, in

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 Business Success Lies Beyond Technology 10

the era of business every organization should be recommended to have a full-pledged CRM system to cope
up with all the business needs. (3G E-LEARNING –MANAGEMENT INFORMATION SYSTEM)

As the old adage goes, “the customer is always right.” Moreover, whether you buy into this idea or not, the
fact remains that maintaining happy and healthy customer relationships is essential to the smooth running
and success of your business. It is the secret to a successful and sustained business/consumer interaction.
CRM tracks, records and refines your communication with clients, helping you to optimize your sales tactics
and target those who are most likely to buy (by Poppy Mortiboys-Harrison Updated: Aug 13, 2019
Published: May 14, 2019

What exactly does a CRM do?

Your CRM will keep you on top of all the things you need to be doing to keep moving forward. It Supports
Consistent Sales and Marketing : Up your game with workflows that keep sales in the pipeline, prospects at
the ready and marketing campaigns that are sharp and effective.

www.crmdialer.com/what-exactly-does-a-crm-do

Top 5 Advantages of CRM

1. Connect with Customers

The main purpose of a CRM system is to support a business in engaging its customers. As well as
individuals who purchase a product or service, ‘customer’ also applies to partners, beneficiaries, donors,
students, members and any other contacts who do business with an organisation. Firstly, CRM systems
help organisations better understand their customers. Without a clear understanding of the history and
current status of each relationship, the ability of staff to exceed client expectations will be severely
restricted. CRM creates a single truth about each relationship that is accessible from a consistent interface
wherever people work. Often, a better solution will be sought to replace unconnected applications, spread-
sheets, paper files or customer detail being committed to memory. In some instances, CRM will be
connected to external data sources including accounting systems and websites to pick up interactions
across every touch point for a coherent and complete relationship picture. As a result, CRM users are
empowered to deliver a responsive service and delight customers which ultimately contributes towards
increased client retention.

By deploying CRM integrated web portals a new service channel is created delivering extra scale and
offering greater choice so that customers can find solutions and do business with organisations on their
own terms.

Increasing sales is another example of how CRM helps businesses connect with customers. This includes:

 Identifying the most valuable accounts and delivering appropriate service levels
 Using relationship and order detail to discover new upsell and cross sell opportunities
 Opportunity management to help sales individuals connect with the right prospects at the right time
 Integrated campaigns that nurture customers and alert team when individuals respond
 Increased lead generation using segmented lists and personalised messages that resonate
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 Business Success Lies Beyond Technology 11

2. Grow Efficiently

By better aligning people and business processes, CRM systems help organisations achieve greater scale
and grow efficiently.

Some examples of this include:

 Replace repetitive manual tasks with smart automated workflows that complete actions and send
automated emails which cuts administration and eliminates duplication.
 Avoid staff jumping between systems by managing all workflows in a single interface. This can
include service cases, contracts, projects, events and application requests.
 Apply business rules, methodology and best practice to CRM workflows enabling users to follow
guided steps and reach successful outcomes when handling sales leads, service issues and other
business processes.
 CRM fosters a positive team culture and improves communication as individuals share information,
collaborate effectively and gain a better understanding of other areas in your organisation.
 Improved productivity through better time management as CRM prompts users when important
events occur, or if actions are missed.
 Gain more value from existing technologies. Using the example of Microsoft Dynamics 365 this
utilises familiar solutions including Outlook, Office 365, Skype and Sharepoint.

3. Discover New Insights from Business Data

Centralising customer and process data presents a new challenge to translate this into meaningful actions.
Big data in CRM is not a solution, but the foundation for learning new insights which can be acted upon by
all users and business leaders. With all relationship and process data available via a single interface, it
means that timely, informed decisions can be made enabling organisations to operate with increasing
greater agility. CRM helps organisations tap into these insights and differentiate their offering with data-
driven outcomes rather than an over-reliance on gut-feel decisions. For a sales team this might mean
trusted pipeline reports that are used as the basis for reliable sales and production forecasts to predictably
manage cash flow. In a marketing scenario, teams can determine how responsive their audience is
enabling them to convert prospects, or adjust tactics to engage contacts who aren’t responsive.

Service managers can rely on CRM data to answer questions that include:

 How many service issues were logged last week?

 What is the recent volume trend?
 Which individual resolved the most issues?
 What type of issue is consuming the most time?
 What percentage of cases were resolved in a single call?

Connect CRM with Power BI to visualise data, follow trends, drill down to better understand performance
and gain further actionable insight. With CRM data providing a single truth, businesses are able to monitor
key performance indicators in real time and use this insight to take corrective action when needed.
Performance transparency means that achievers are clearly identifiable and can be rewarded accordingly
which helps to develop a culture of user empowerment and motivation. Modern CRM cloud technology
includes embedded artificial intelligence providing further insight and driving proactive actions. This can
include intent analysis from social media posts, highlighting customer questions in tracked emails, sensor
alerts from installed customer equipment, or revealing trends in a the health of client relationships based on
the frequency of contact.

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 Business Success Lies Beyond Technology 12

https://www.preact.co.uk/why-crm/3e782d82b5acf7906ea2df19d2a59034 (please see the link for more

information)

4. Do Business Anywhere

Through mobile apps, web interface and offline access, CRM technology empowers people to get work
done anywhere. Whether you are working in your office, or on the go, you have a set of productivity tools to
create, edit or collaborate on the processes and business relationships that matter to you. With staff able
connected to CRM on-demand they can immediately respond to client requests, react to leads, and
manage existing accounts. If teams cannot access customer data, business is effectively on hold when
they leave the office, or are away from their desktop or laptop.

Mobile CRM means that everyone can connect, make updates and initiate action on-demand when events
occur. This includes:

 Creating a new service case from an email received on a mobile app

 Referencing recent contact history during a customer meeting
 Updating sales opportunity and pipeline detail when travelling from a customer visit
 Scheduling follow up CRM activities in response received emails and meetings

Providing a great customer experience requires teamwork and the right tools to help users engage with
customers. Mobile CRM apps that are fast, easy to use, intuitive, and fit a mobile lifestyle are rapidly
adopted. Extending these solutions into customer facing roles and processes will result in higher use of
CRM and increasingly productive staff.

5. Safeguarding Business

Control access to your important customer and business information by securely storing data in the cloud.
With advanced protection and automatic back-up, this data is protected from unexpected events. CRM
security profiles and settings enforce controls so that teams and individual users have appropriate
permissions to access records consistent with their role. With data held in the cloud, CRM immediately
offers significantly greater protection compared to storing customer data locally in spreadsheets, or legacy
on- premise applications.

Examples of CRM security controls include:

 Restrict access for account managers to only view their own records
 Advanced hierarchy security to manage access between senior users and subordinates
 Withhold delete permissions
 Prevent users from exporting CRM data to Excel
 Wipe CRM data if mobile devices are lost, or if individuals leave the organisation
 Protect sensitive data with field level security controls

Another example how CRM helps to safeguard businesses is by providing the technology that helps
organisations to digitally transform and develop new business models that will ensure future
competitiveness. Through smarter processes, connected apps and new insights gained from business data,
CRM helps organisation develop new customer centric business models that support strategic growth
plans.

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 Business Success Lies Beyond Technology 13

ADVANTAGES OF CRM

1. It allows for more effective sales and marketing.

Having huge amounts of data on customer interactions enables an organisation to build up a clearer picture
of its customers. It allows for deep insights to identify what the company is doing right as well as where it’s
weak when it comes to managing its customers. With a CRM system, the most profitable customers can be
identified, with the view to more time being spent targeting them. The CRM software also lets a business
tailor its marketing communications to achieve more effective results and, hence, a greater return on
investment in sales and marketing.

2. It can speed up the sales conversion process.

A CRM system integrated within a marketing campaign allows insights into the interests of prospective
customers. Once the client enters the sales funnel, qualification and conversion can be in full or in part
automated making it much faster. This, whilst enhancing the sales experience, also frees-up the sales
team’s time, enabling them to focus on closing high probability and/or high-value deals.

3. It increases staff productivity, lowers time costs and boosts morale.

Quaint as it may seem, paperwork is still a significant part of many businesses’ day-to-day operations. A lot
of that paperwork could be eliminated with a CRM system. Cutting down on wasted time increases the
ability of the employee to get on with the kind of work that brings real value to the organisation. Slashing
busy-work means that profit per employee rises, all the while increasing morale as staff feels that their work
is more essential and rewarding. All of this fits neatly in with the kind of lean management practices that
high- performing businesses utilize.

4. It enables widely-dispersed teams to work closely.

Companies often have parts of their operations away from their home base for a multitude of reasons—
cheaper operating costs, proximity to clients, or greater ease in providing on-site technical support. A
remotely-accessible CRM software allows a company to exploit the efficiencies and benefits of multiple
geographical locations. This is a huge advantage for sales teams in the field as it gives them the facility to
spend more time with prospects and clients. Most importantly though, an organisation fully-integrated by
means of a CRM system can respond far more effectively to customer queries and issues.

5. Can improve customer loyalty through exceptional experience.

The hallmark of excellent customer service is being able to intelligently and quickly address queries and
problems. This can only be achieved by being able to efficiently access customers’ data and transactional
history allowing for instant familiarization with their context and needs. A CRM system helps speed-up
processes, enabling employees to deal with more queries and providing a generally better customer
experience. An investment in a CRM system is an investment in customer loyalty and the return on that
investment comes in the form of an increase in customers’ lifetime value and word-of-mouth referrals.

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 Business Success Lies Beyond Technology 14

Disadvantages of CRM

1. Staff over-reliance on CRM may diminish customer loyalty through a bad experience.

If staff come to rely too heavily on a CRM software, it reduces their flexibility in dealing with customer
queries. They often become helpless in the face of questions from clients where the information isn’t on the
system and which requires lateral thinking to solve the problem. This has obvious implications for the
customer experience and clients may become frustrated, taking their business to a competitor.

2. Security concerns associated with centralised data.

There are risks associated with keeping a lot of data in one place. With stringent regulations surrounding
data (GDPR, for example), businesses face severe penalties in the event of security breaches. When it
comes to a CRM software, it is vital that security processes are put in place to protect clients’ personal
information. This can be a significant expense for a business, but the costs associated with not having such
safeguards in place are far higher.

3. The initial time and productivity cost of implementation

There will be a steep learning curve for staff with any new system. It will take some time for employees to
find their feet with the CRM system and mistakes will be made. It’s for the management team to ensure that
there’s adequate buy-in and support in the process of transitioning. This can be expensive as it distracts
manpower from their core tasks. The benefits when the CRM system is in place, however, will far outweigh
the initial time and productivity costs.

4. It requires a process-driven sales organisation.

To maximize the return on investment (ROI) in a CRM system, it is necessary to have a process-driven
sales regime. A CRM can be used simply as a data store which can be mined for insights, assuming that
that data is updated consistently. However, the real value comes from using it to manage the sales pipeline,
flagging issues early and holding people to account. This reduces lost deals, increases upsell rates and
provides much-improved revenue forecasting. Where no formal sales process exists, introducing one can
be a massive change for some companies—one which may require extensive investment in people,
retraining, a whole philosophical shift in the business’ sales approach and quite a lot of short-term expense
and pain.

5. It may not suit every business.

Certain businesses where customer transactions are highly standardised may not benefit from a CRM
system. A CRM system works best where personalisation is required in client/company interactions and
where there are multiple touch-points over time between the client and the business across departments.
For example, a CRM system wouldn’t do McDonald’s much good, but for something like an insurance
brokerage, a CRM system is essential. Marketing teams are able to contact the client with tailored offers;
communications are personalised; multiple employees are able to work on customers’ queries. Before
choosing a CRM software, whether custom or off-the-shelf, a business needs to ask itself, not only what its
objectives and requirements are, but actually if it could really benefit from one at all.

https://www.targetintegration.com/advantages-and-disadvantages-of-crm May 2, 2017

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 Business Success Lies Beyond Technology 15

4. Digital marketing tools

Figure 5
Note. This photo is taken from bing image search

Digital marketing’ is the process of promoting products or services using technology, mainly via the
internet. It can include running campaigns for mobile, display advertising, and any other digital medium.

Social media plays a part in this, as does Google, or any other search engine you use to run a PPC
(Pay Per Click) campaign.
Fortunately, the digital marketing minefield isn’t one you have to navigate alone. In fact, there are loads
of tools out there that can help refine your digital presence, so you can market where it matters – and
get on with running your business in the meantime. (by Poppy Mortiboys-Harrison Updated: Aug 13,
2019 Published: May 14, 2019)

The digital marketing environment is changing rapidly and for micro-enterprises, digital marketing is
currently a vitally important opportunity. Attracting customers, engaging customer's interest and
participation, retaining customers, learning customer's preferences and relating to customers are key
strategies in building strong customer relationships. However, many enterprises ignore longer-term
aspects of managing customer relationships (Nikunen et al., 2017).

To improve digital marketing engagement, marketers must focus on relationship-based interactions with
their customers. This article demonstrates how some firms are already accomplishing just that.
(Tiago, M. T. P. M. B.,et.al. (2014). Digital marketing and social media: Why bother?. Business
horizons, 57(6), 703-708.)

Steps in to get started with Digital Marketing

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 Business Success Lies Beyond Technology 16

1. TRACK CUSTOMER BEHAVIOR

Collect data and create events: Capture digital data
and track customer behavior.

2. CHOOSE WHAT CONTENT TO DISPLAY

Create messages: Upload assets and creatives with messaging
that entices customers and moves them to action.

3. CHOOSE WHERE YOUR CONTENT DISPLAYS

Create spots: You decide where to display the creative based
on the channel, such as mobile app and web pages.

4. DEFINE WHO SEES YOUR CONTENT

Create segments: These are groups of people who share common
characteristics. Analyze segment attributes and determine best
placement across channels based on segment profiles or characteristics.

5. DELIVER THE CONTENT

Create tasks: Measure, test and deliver personalized content with
tasks. Make the customer experience personal and memorable from
web, mobile and email channels.

6. TRACK CUSTOMER INTERACTIONS WITH YOUR CONTENT

Create activities: Connect tasks to create customer journeys that
deliver the right content, in the right place, to the right people.

https://www.sas.com/content/dam/SAS/documents/infographics/2019/6-steps-to-get-started-with-
digital-marketing-

Digital marketing and its associated channels are important – but not to the exclusion of all else. It’s not
enough to just know your customers; you must know them better than anybody else so you can
communicate with them where, when and how they are most receptive to your message. To do that, you
need a consolidated view of customer preferences and expectations across all channels – web, social
media, mobile, direct mail, point of sale, etc. Retailers do this using Omni channel retail analytics.
Marketers can use this information to create and anticipate consistent, coordinated customer experiences
that will move customers along in the buying cycle. The deeper your customer insight into behavior and
preferences, the more likely you are to engage them in lucrative interactions.

https://www.sas.com/en_us/insights/marketing/digital-marketing.htm- How Digital Marketing Works

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 Business Success Lies Beyond Technology 17

In the past decade, digital marketing has become a vital component in organizations' overall marketing
strategy. It allows companies to tailor messages to reach a specific audience, making it possible to market
directly to people who are likely to be interested in their product. Digital marketing encompasses a wide
variety of marketing tactics and technologies used to reach consumers online. Two academic team
members from Southern New Hampshire University (SNHU) spoke about how digital marketing aligns with
traditional tactics and shared information on some of the types of digital marketing in practice now.

A senior associate dean of business programs, Dr. Mark Hobson, said although digital marketing seems
like a new world, in fact it is based in many of the principles familiar to traditional marketers and requires
both foundational marketing knowledge and technical know-how.

Dr. Jessica Rogers, associate dean of marketing programs, said the two disciplines serve to connect with
distinct groups of consumers. “… Traditional media is a great way to reach a broad consumer base,
whereas digital media has the ability to reach very specific audiences,” she said “A key point is that
depending on the target audience, some channels are more effective than others.”

Types of Digital Marketing

1. Search Engine Optimization (SEO)

The goal of SEO is to get a business to rank higher in Google search results, ultimately increasing search
engine traffic to the business’s website. To accomplish this, SEO marketers research words and phrases
consumers are using to search for information online, and use those terms in their own content.

2. Pay-per-Click (PPC)
A laptop screen showing the analytics behind a pay-per-click digital marketing campaign.Pay-per-
click refers to paid advertisements and promoted search engine results. This is a short-term form of
digital marketing, meaning that once you are no longer paying, the ad no longer exists. Like SEO,
PPC is a way to increase search traffic to a business online. Pay-per-click can refer to the
advertisements you see at the top and sides of a page of search results, the ads you see while
browsing the web, ads before YouTube videos and in ads in mobile apps.

3. Social Media Marketing

This includes everything a business does via social media channels. Just about everyone is familiar
with social media, but marketers must approach social with an integrated and strategic approach.
Social media marketing goes far beyond simply creating posts for social channels and responding
to comments.

A woman using her cell phone to track the results of a social media marketing campaign.To be
effective, efforts must be coordinated and consistent rather than an afterthought. To help keep posts
consistent, there are many online tools available to automate and schedule social media posts,
although marketers only should use automation as a tool, not a “set it and forget it” solution. Users
will figure it out quickly if there is no real person behind the posts.

Social media marketers should not be in a silo separate from other marketing functions. Social
marketers need to work with the company’s wider marketing team to coordinate their message
across all platforms, online and off, so that every part of the brand is telling the same story.

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 Business Success Lies Beyond Technology 18

4. Content Marketing

Content marketing uses storytelling and information sharing to increase brand awareness.
Ultimately, the goal is to have the reader take an action towards becoming a customer, such as
requesting more information, signing up for an email list, or making a purchase. “Content” can mean
blog posts, resources like white papers and e-books, digital video, podcasts, and much more. In
general, it should first and foremost provide value to the consumer, not just advertise the brand or
try to make a sale. Content marketing is about building a sustainable, trusting relationship with your
customers that can potentially lead to many sales over time, not just making a single transaction.

A digital marketer working on a content marketing article on his laptop.Content marketing works in
symbiosis with other types of digital marketing: It is a way to incorporate SEO search terms into
fresh website content, and the content created can be shared as social media posts and in email
marketing publications. Looking at the analytics for your content marketing can tell you a lot about
your customers: what are they looking for when they land on your site? What kinds of content make
them stay on the site longer and keep looking around? What kinds make them lose interest and
navigate away?

5. Email Marketing

Even with the emergence of social media, mobile applications and other channels, email is still one
of the most effective marketing techniques, Rogers said. It can be part of a content marketing
strategy, providing value to consumers and over time convert an audience into customers. Email
marketing pros not only know how to create compelling campaigns, they also understand optimal
audience outreach and are skilled at analyzing customer interactions and data, and making strategic
decisions based on that data, according to the American Marketing Association.

Email marketing software can offer many different analytical measures, but two that marketers are
always striving to improve are the open rate –the percentage of recipients who opened the email –
and the click through rate – the number of recipients who opened the email and clicked on a link in
the email. According to leading email marketing software company Constant Contact, there are
many things marketers can do to make their emails more appealing to users and more likely to be
opened.

These include:

 Create a Sense of Urgency – Writing email copy that lets your recipients know that time is
running out to get a special deal or that there are only a limited number of the offer available,
can increase the number of people clicking through to your website.
 Personalize Your Email – Setting your emails and subject lines up to incorporate the
recipient’s name is a proven way to increase open and click through rates. (A sample subject
line: “Katie, a special offer just for you.”)
 Let Recipients Set Their Preferences – Allowing users to specify how often they want to hear
from you can help keep some of your email subscribers subscribed to your list and clicking
on your emails.

6. Mobile Marketing

This digital marketing type is this focused on reaching your target audience on their smart phone or
tablet. Mobile marketing reaches people through text messages, social media, websites, email and

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 Business Success Lies Beyond Technology 19

mobile applications. Marketers can tailor offers or special content to a geographic location or time,
such as when a customer walks into a store or enters an event.

7. Marketing Analytics

One of the major advantages of digital marketing is that it is highly trackable and measurable. Once,
the only trackable marketing pieces were coupons and similar direct mail offers. If a customer used
the coupon, you knew the message resonated. Today, analytics allow marketers to track user
behavior at a highly detailed level: how many times they click on a link, how much time they spend
on a web page, how often they open emails, and much more. But the vast amount of information
available about digital marketing performance can feel like drinking from a fire hose, and marketers
must be able to truly understand what the data mean and how they should inform strategy.
https://www.snhu.edu/about-us/newsroom/2017/11/types-of-digital-marketing

5. Co-working spaces
Figure 6
Note. This photo is taken from bing image search

What is Coworking?

Coworking is not just about the sharing of infrastructure and cost, it is about belonging to a community,
accessibility and sustainability. Coworking is the new way of working and sharing. Coworking spaces are
designed to provide a productive and collaborative environment for their dynamic inhabitants, and created
without corporate constraints on what is perceived to be an “office” environment offering flexible
memberships to suit most needs. https://www.coworker.com/mag/what-is-coworking

“Coworking is about creating a better place to work, and, as a result, a better way to work. Coworking
spaces provide more than just office space. They are community centers, friendly gathering places, think
tanks. When you rent a desk or an office, you gain coworkers to bounce ideas off and that support you
professionally in a way that you can’t find working from home or in the corporate office. Coworking connects
you to a global network of professional peers.”( Jamie Orr, Founder of Tahoe Mountain Lab)

https://www.youtube.com/watch?v=W0RSc9mtZp4&feature=youtu.be- Coworking can change the world:

Amarit Charoenphan at TEDxChiangMai 2013
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 Business Success Lies Beyond Technology 20

Coworking is a business model that provides people with shared workspaces that can be rented for a short-
term, long term, and even on an hourly basis. Employees from different organizations work under the same
roof and can interact with each other, share ideas, and network. These coworking spaces are packed with
amenities and facilities that are needed for smooth work experience. Some of them are high-speed Wi-Fi,
stationery, food and beverages, meeting/conference halls, restroom facilities, printers, scanners etc. And
not that we were completely wrong about it. Long hours of commute and work did squeeze the life out of us
and affected both our physical and mental health. It was a lifestyle that was crying for change, a better
alternative. Fast forward to life in the middle of COVID-19 pandemic, at least twice a day we wish for the old
life to come back. We miss the commute, the social interaction, the fixed work hours, we miss the routine
that erstwhile made us miserable. What we called life has come to a halt and one of the most impacted
spheres is our work lives. We miss the office days when getting up in the morning and dressing up to go
outside, going to work was a daily ritual that we were committed to, despite its trials and tribulations.
https://gauravtiwari.org/finding-coworking-spaces/- Finding Coworking Spaces During the Time of
Pandemic and Social Distancing

Co-working spaces are shared workplaces utilized by different sorts of knowledge professionals, mostly
freelancers, working in various degrees of specialization in the vast domain of the knowledge industry.
Practically conceived as office-renting facilities where workers hire a desk and a wi-fi connection these are,
more importantly, places where independent professionals live their daily routines side-by-side with
professional peers, largely working in the same sector – a circumstance which has huge implications on the
nature of their job, the relevance of social relations across their own professional networks and –ultimately
– their existence as productive workers in the knowledge economy (Gandini, A. (2015). The rise of co-
working spaces: A literature review. Ephemera, 15(1), 193.)

The sharing economy brings a new phenomenon—co-working-spaces. One aspect of co-working-spaces is

the sharing of office space; another is the sharing of social spaces beside the office. Both give rise to social
interactions and thus knowledge and idea exchange which might provide more than a mere sharing of
working-spaces but of entrepreneurship or of incubation. Co working spaces stimulate the finding of mates
for teams, projects, and entrepreneurship: how a phenomenon of the sharing economy builds a novel trend
for the workplace and for entrepreneurship (Bouncken, R. B.,et.al (2018). Co working spaces p. Review of
managerial science, 12(1), 317-334.)

How to Network Effectively in a Coworking Space

Coworking spaces are ideal spots to get to know other like-minded business people in an easy,
authentic way. Coworking spaces can make organic networking a breeze if you keep it top-of-mind.

Check out these five surefire strategies for networking in a coworking space

1. Keep it casual (and be human)

Networking at a coworking space shouldn’t feel forced. If you are a naturally social person, the
easiest thing to do is just start up some casual conversation in the kitchen or around the space when it
makes sense. When you get to talking about your work, make sure to pay attention to the other people and
encourage a real conversation before jumping right in to talk about yourself. The best networking is
mutually beneficial, so think about how you can help each other using your active listening skills first and
foremost.

Action Idea: Bring in some lighthearted snacks to share and leave your business card next to them. Start a
light conversation if you see somebody grabbing a snack or a card.

2. Respect people’s time and space

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 Business Success Lies Beyond Technology 21

Yes, coworking spaces are great for networking, but people are also there to work. Don’t interrupt people
when they seem busy or focused, and don’t rudely hog up people’s time in the break room when they may
have something else they need to do.

Use social queues to figure out how open somebody is to have a networking conversation, and adjust
accordingly. Annoying people is hardly a strategy.

Action Idea: If you want to connect with somebody for more than five minutes but don’t want to disrupt their
workday, try to arrange a pre-work coffee, lunch meetup or after work drinks on a day that works for them.

3. Help create a networking culture in your space

Networking is ultimately about growing your own business, but everybody else needs to do it too. Make it
easy for everyone by helping plan informational talks or meetups at lunch or after work. If the first event is
successful, you can make it a regular thing and encourage coworkers to bring new ideas and partnership
opportunities to the table.

Action idea: Leverage your office manager to get the space on board for events. See if you can encourage
people to briefly present about their business or offer some sort of valuable insight about their industry over
coffee or drinks.

4. Offer a benefit or trade

If you want to get people in your space truly interested, find a way to make it work for both of you. After your
initial introduction to potential opportunities, you can start to brainstorm reasons why their company would
do well working with yours as a potential client or awareness-booster. Do your research into the companies
or businesses you want to work with, and create a plan for how you can benefit each other.

Action Idea: Ask for reciprocal social media posts, or co-plan a local event to reach your mutual audiences.

5. If you’re introverted, start with one person

If you were blessed with natural-born social skills, networking can feel more like fun than work. But for
introverted people, it can cause real stress. One way to combat this is by starting small. Connect with one
person first and focus on planning a one-on-one meetup instead of trying to navigate a larger networking
event. Once you get comfortable talking about what you’re passionate about, the whole process will seem a
lot easier.

Action Idea: Go out to lunch with the office manager and ask about the other people and companies in the
space. If you sense a partnership or networking opportunity, ask him or her for an introduction to avoid any
potential for awkwardness. (https://www.modworks.com/news/how-network-effectively-coworking-space)

Merchant Accounts
Figure 7
Note. This photo is taken from bing image search

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 Business Success Lies Beyond Technology 22

A merchant account allows you and your business to accept credit or debit card payments, whether in
person, over the phone, or online.
More than just a business bank account, a merchant account is crucial to the processing part of the
transaction. However, where the money ends up afterwards is your choice (i.e. into a business or personal
bank account).
A merchant account is a holding/current account that lets you process card payments. When a customer
pays your business, the money goes into the merchant account to then process by your bank.
When it comes to the modern consumer, card really is the new cash. Smaller and smaller purchases, like a
morning coffee or newspaper, are make on card – even black cabs have card machines in the back!
It is clear that systematically, we are edging towards a cashless society. However, what does this mean for
the everyday business owner? As we say, “out with the coin and in with the contactless.” You need to make
sure your business is ready for any customer, whether they have cash or card ready in their hand.

A merchant account activation system that includes an Internet server that works in conjunction with a
master account file operating on a mainframe computer and an expert computer system that is use to con
figure point-of-sale terminals. Many of the steps of the activation procedure are perform by a merchant
activation routine running on the Internet server, which allows a merchant to apply for a merchant account
during an on-line session conducted with the Internet server. The merchant activation routine obtains
application information from the applicant during an on-line session, conducts a credit check and “scores”
the application as a credit risk during the on-line session. If the application is approve the merchant
activation, routine displays a fee schedule and associated terms and conditions to the applicant for
acceptance. In response to merchant acceptance of the terms and conditions of a merchant account during
an on-line session, the merchant activation routine or an associated computer operated by the acquirer
generates identification information associated with the merchant account and the point-of-sale terminal,
such as a Merchant Identification Number (MID) and a Termination Identification Number (TID).
(Morea, D. J.,et.al (2006). U.S. Patent No. 7,103,570. Washington, DC: U.S. Patent and Trademark Office.)

System and method for merchant account acquisition and approval

A merchant account acquisition and approval system and method generally includes an online application
process for card acceptance. The merchant views, completes and receives a merchant account number
and rate in real time. A PIN may be useful to identify a particular type of merchant and grant access to a
specific set of terms and conditions for card acceptance. The merchant may enter the PIN to view the
terms and
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 Business Success Lies Beyond Technology 23

conditions online prior to acceptance of the card acceptance agreement. Merchants f rom a similar locale or
business, such as a franchisee and government entity, can receive similar prices, terms and conditions.

6. EPOS systems
Figure 8
Note. This photo is taken from bing image search

It is a combination of EPOS Hardware and EPOS software that provides an efficient business operation.
With an EPOS system, a store owner can process, track sales and other procedures easier. Basically, the
EPOS system reads the product barcode via a barcode scanner and calculates the amount that the
customer has to pay. This provides accurate pricing information while offers a faster service to buyers. At
the same time, the EPOS software records sales, update stock levels and customer data in the backend of
the seller.
Reference: https://r.search.yahoo.com

Keeping any retail business up to date and embracing new technology and ways of working is vital to
success. In a competitive marketplace, those not constantly looking for ways to improve their working
practices are often left behind by rivals who are doing so. An Electronic Point of Sale (EPOS) system is
something that many are looking towards as one such way of becoming more efficient and cost-effective.

An EPOS system is essentially an update of the classic ‘checkout till’, bringing in advanced and
sophisticated features suitable for a modern retail environment. As well as recording what sales have been
made, EPOS systems can take information and data and use it to create reports that can help retailers
refine and adapt their business approaches. Other features can also be included, with the ability to
incorporate inventory management, staff planning and loyalty schemes.
(https://retail-assist.com/what-is-electronic-point-of-sale/)

The EPOS system was born in 1997 as a project to experiment with the concepts and mechanisms of
application-oriented system design and is thus an intrinsically application-oriented operating system, and
today is evolving into a fully functional, multiplatform, very high performance OS. EPOS aims to deliver
functionality (giving the application its necessary runtime support), customizability (being tailored to specific
applications) and efficiency (making resources available to the application with the lowest possible
overhead) Wanner, L. F. (2003). The EPOS System Supporting Wireless Sensor Networks Applications
(Doctoral dissertation, B. sc. thesis, Federal University of Santa Catarina, Florianópolis).

Every good retailer should use an EPOS (Electronic Point Of Sale) system, as it is an indispensable tool for
businesses. Simply put, an EPOS system processes sales transactions electronically and are the
technology of choice for retailers, both large and small. They process sales transactions electronically by
itemising and summarising sales and accurately receiving and recording payments. But an EPOS system
doesn’t just ring up sales, they give real-time assessment of your inventory and customer information too.
https://www.lilachbullock.com/epos-essential-business/
Not intended for publication. For classroom instruction purposes only
 Business Success Lies Beyond Technology 24

Defining a Business Tool

Each business will need to develop criteria 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. 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.

Each of these items represents an investment by the business and considered important to the business. As they are
portable they can be misplaced, require usage monitoring, training, and maintenance: There are several criteria than
may be used to identify and classify a business tool, and most businesses will use a combination of these criteria to
establish the classification of an individual tool. Once identified, the tools need to be consider as a group and it is
logical to provide a name for the list that recognizes the importance of the group.

Possible names could be:

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.

• Small tools have gotten a bad reputation. They are small in value. They are hard to keep track of.
Unfortunately, because of this, most contractors have quit trying to track their small tools. They have given up and
simply expense them to jobs or bury them in general condition costs.

Regardless of the group name that is identify 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 recognize.

One criteria may be the asset value; another could be the usage cost. Mobile telephones can be very inexpensive to
buy – or are even sometimes free – but the cost of calls or internet charges can be frightening.

Another can be the portability of the asset. Mobile phones and portable computers are small and easily mislaid or
concealed. A computer monitor can also be very expensive but it is not very portable or easily removed as they are
often secured in place or fixed to the computer in which makes quick removal a challenge. Therefore, monitors
maybe excluded from the tool list because they do not present a risk

Another can be the training necessary to use the tool efficiently and safely. Although most tools require some
training, the tools in this group often have a wide range of functions and capabilities so that some level of training is
mandatory. In some cases, some level of training is required to be able to commence item usage.

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 Business Success Lies Beyond Technology 25

7. Finance

Finance is a term for matters regarding the management, creation, and study of money and investments.
Finance can be broadly divided into three categories, public finance, corporate finance, and personal finance.
There are many other specific categories, such as behavioral finance, which seeks to identify the cognitive (e.g.,
emotional, social, and psychological) reasons behind financial decisions.(
https://www.investopedia.com/terms/f/finance.asp
Finance is a broad term that describes activities associated with banking, leverage or debt, credit, capital
markets, money, and investments. Basically, finance represents money management and the process of
acquiring needed funds. Finance also encompasses the oversight, creation, and study of money, banking, credit,
investments, assets, and liabilities that make up financial systems.
The time value of money is one of the most fundamental theories in finance. It states that a dollar today is
worth more than a dollar in the future.
Many of the basic concepts in finance originate from micro and macroeconomic theories. One of the most
fundamental theories is the time value of money, which essentially states that a dollar today is worth more than
a dollar in the future.

Since individuals, businesses, and government entities all need funding to operate, the finance field includes
three main sub-categories: personal finance, corporate finance, and public (government) finance.

Today, "finance" is typically broken down into three broad categories: Public finance includes tax systems,
government expenditures, budget procedures, stabilization policy and instruments, debt issues, and other
government concerns. Corporate finance involves managing assets, liabilities, revenues, and debts for a business.
Personal finance defines all financial decisions and activities of an individual or household, including budgeting,
insurance, mortgage planning, savings, and retirement planning.

Three Broad Categories of Finance

Personal Finance

Financial planning involves analyzing the current financial position of individuals to formulate strategies for
future needs within financial constraints. Personal finance is specific to every individual's situation and activity;
therefore, financial strategies depend largely on the person's earnings, living requirements, goals, and desires.

For example, individuals must save for retirement, which requires saving or investing enough money during their
working lives to fund their long-term plans. This type of financial management decision falls under personal
finance.

Personal finance includes the purchasing of financial products such as credit cards, insurance, mortgages, and
various types of investments. Banking is also considered a component of personal finance including checking and
savings accounts and online or mobile payment services like PayPal and Venmo.
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 Business Success Lies Beyond Technology 26

Personal financial planning generally involves analyzing an individual's or a family's current financial position,
predicting short-term, and long-term needs, and executing a plan to fulfill those needs within individual financial
constraints. Personal finance depends largely on one's earnings, living requirements, and individual goals and
desires.

Matters of personal finance include but are not limited to, the purchasing of financial products for personal
reasons, like credit cards; life, health, and home insurance; mortgages; and retirement products. Personal
banking (e.g., checking and savings accounts, IRAs, and 401(k) plans) is also considered a part of personal
finance.

The most important aspects of personal finance include:

 Assessing the current financial status: expected cash flow, current savings, etc.
 Buying insurance to protect against risk and to ensure one's material standing is secure
 Calculating and filing taxes
 Savings and investments
 Retirement planning
As a specialized field, personal finance is a recent development, though forms of it have been taught in
universities and schools as "home economics" or "consumer economics" since the early 20th century. The field
was initially disregarded by male economists, as "home economics" appeared to be the purview of housewives.
Recently, economists have repeatedly stressed widespread education in matters of personal finance as integral
to the macro performance of the overall national economy.

Corporate Finance
Corporate finance refers to the financial activities related to running a corporation, usually with a division or
department set up to oversee the financial activities.

For example, a large company may have to decide whether to raise additional funds through a bond issue or
stock offering. Investment banks may advise the firm on such considerations and help them market the
securities.

Startups may receive capital from angel investors or venture capitalists in exchange for a percentage of
ownership. If a company thrives and decides to go public, it will issue shares on a stock exchange through an
initial public offering (IPO) to raise cash.

In other cases, a company might be trying to budget their capital and decide which projects to finance and which
to put on hold in order to grow the company. These types of decisions fall under corporate finance.

Businesses obtain financing through a variety of means, ranging from equity investments to credit arrangements.
A firm might take out a loan from a bank or arrange for a line of credit. Acquiring and managing debt properly
can help a company expand and become more profitable.

Public Finance
The federal government helps prevent market failure by overseeing the allocation of resources, distribution of
income, and stabilization of the economy. Regular funding for these programs is secured mostly through
taxation. Borrowing from banks, insurance companies, and other governments and earning dividends from its
companies also help finance the federal government.

State and local governments also receive grants and aid from the federal government. Other sources of public
finance include user charges from ports, airport services, and other facilities; fines resulting from breaking laws;
revenues from licenses and fees, such as for driving; and sales of government securities and bond issues.
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 Business Success Lies Beyond Technology 27

Startups may receive capital from angel investors or venture capitalists in exchange for a percentage of
ownership. If a company thrives and goes public, it will issue shares on a stock exchange; such initial public
offerings (IPO) bring a great influx of cash into a firm. Established companies may sell additional shares or issue
corporate bonds to raise money. Businesses may purchase dividend-paying stocks, blue-chip bonds, or
interest-bearing bank certificates of deposits (CD); they may also buy other companies in an effort to
boost revenue.

For example, in July 2016, the newspaper publishing company Gannett reported net income for the
second quarter of $12.3 million, down 77% from $53.3 million during the 2015 second quarter.
However, due to acquisitions of North Jersey Media Group and Journal Media Group in 2015, Gannett
reported substantially greater circulation numbers in 2016, resulting in a 3% increase in total revenue to
$748.8 million for the second quarter.

Public Finance
Public finance includes tax, spending, budgeting, and debt issuance policies that affect how a
government pays for the services it provides to the public.

The federal government helps prevent market failure by overseeing the allocation of resources,
distribution of income, and economic stability. Regular funding is secured mostly through taxation.
Borrowing from banks, insurance companies, and other nations also help finance government
spending.

In addition to managing money in day-to-day operations, a government body also has social and fiscal
responsibilities. A government is expected to ensure adequate social programs for its tax-paying
citizens and to maintain a stable economy so that people can save and their money will be safe.
(DANIEL KURT Updated Aug 27, 2019- https://www.investopedia.com/ask/answers/what-is-finance/

Finance Versus Economics

Economics and finance are interrelated, informing and influencing each other. Investors care about
economic data because they also influence the markets to a great degree. It's important for investors to
avoid "either/or" arguments regarding economics and finance; both are important and have valid
applications.

In general, the focus of economics—especially macroeconomics—tends to be more big picture in

nature, such as how a country, region, or market is performing. Economics also can focus on public
policy, while the focus of finance is more individual, company- or industry-specific. Microeconomics
explains what to expect if certain conditions change on the industry, firm, or individual level. If a
manufacturer raises the prices of cars, microeconomics says consumers will tend to buy fewer than
before. If a major copper mine collapses in South America, the price of copper will tend to increase,
because supply is restricted.

Finance also focuses on how companies and investors evaluate risk and return. Historically, economics
has been more theoretical and finance more practical, but in the last 20 years, the distinction has
become much less pronounced.( https://www.investopedia.com/ask/answers/what-is-finance/)
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 Business Success Lies Beyond Technology 28

8. Accounting Software

Accounting software is a necessity when trying to run your own business, and the sooner you implement a
good accounting software solution the better. While there are standalone platforms for invoicing software
and tax software, generally your accounting platforms will be more comprehensive.
However, while there are some very good paid-for accounting programs around, there are also a strong
number of free accounting software solutions currently available, as well as bookkeeping software. While
some of these are simply free tiers for paid software, others are freeware programs you can download and
use without charge to help with budgeting. There are also time management apps that can integrate for
consultants or freelancers who need to charge by hour.
This can be very helpful for start-ups who want to keep their accounts organized without committing to a
solution, while also reducing initial costs. Other businesses might simply prefer them because they often
allow for a greater control of your data, by running on your own machines rather than on third-party clouds.
The best accounting solution will also integrate with any ecommerce software you're running, regardless of
the theme installed.

Here we'll
Finding thefeature the best
Tool: The accounting software currently available on the market, and also include
Register
further options to consider, as you can opt for specific expense tracker apps or even customer
As these items
accounts.( are portable there needs to be a register of the tools that are owned and available within the
www.techradar.com/best/best-accounting-software
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 a general
set of guidelines that will identify the data that most businesses should collect. The actual selection of data
to collect
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 Business Success Lies Beyond Technology 29

can vary because the size of the business allows greater resources to be use in the process, the nature of
the item, and the nature of the items in the business. For example, if a business has 20 mobile phones and
they are all different models that are easily identifiable then it may not need additional data. Motor cars, if
deemed to fall within the classification, have many inbuilt unique data that allows accurate positive
identification. This includes registration and identification, make and model and colour. Pagers are often
branded and all other identification is hidden and requires the removal of a cover (which is not always easy)
to distinguish one model from anothe
Storing the Details
Figure 9
Note. This photo is taken from bing image search

There are various methods to record these details. The simplest is the paper approach where all the details recorded
in a book – an asset register. This can be stored under the control of an officer of the business. Spreadsheets are
excellent tools to record the required details. These can 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. Electronic
document files can should 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 in which can be access by
one person at a time. There are purpose designed database software packages that store and manage the details for
each asset. These are flexible package that can be configured to suit the needs of the business.

Description

Because every asset must described in a register to ensure that the asset can be identify, it therefore follows that
each business must create a set of guidelines as to what constitutes a good asset description. Many criteria can
considered in the description. Established rules for the various types of assets, but the description could include one
or more of the following:

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 Business Success Lies Beyond Technology 30

Brand or manufacturer Model or name Purchase date Supplier Warranty Expiry date Purchase price Department
Physical location Serial number Asset number Colour 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 attach 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 is
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 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.

Although this can be very useful, especially in a large business, the process requires a great deal of effort to establish
and maintain. The business needs to establish the rules that identify the asset and each of the tools needs to identify
before it can be use. There is also the question of how the asset number will be attach to the tool. While a computer
can have a tag attached to the rear of the computer with the relevant number, the same approach cannot used for a
mobile telephone. In some cases, stickers attached to the inside of the assets, and in others, the number can be
attach on the chassis or body of the device.

Barcodes

The asset number encoded into a barcode that can 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 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 were
specialist’s asset control programs, but many businesses use Excel as a list and database management tool.

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 Business Success Lies Beyond Technology 31

Storage location
Figure 10
Note. This photo is taken from bing image search

Where will the tool be stored?

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 tools, 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 labelling systems to indicate a unique storage location to ensure the tools are
stored in the correct location and the correct location can be found. Identification numbering can be used that
provides some indication as to the location of the storage item. As an example, a classroom may have a number
C113. This indicates the room is in building C on the first floor and it can be found between 112 and 114. Just as was
proposed with asset numbers, storage location numbers, or codes, should be constructed using a template or coding
standards that allow the consistent formation of the number or code and encourages the quick and certain location
of the storage position and the quick and certain return of the asset to the correct location.

There are several criteria than may be used to identify and classify a business tool, and most businesses will use a
combination of these criteria to establish the classification of an individual tool. Once identified, the tools need to be
considered as a group and it is logical to provide a name for the list that recognizes the importance of the group.

Learning Activities
Activity 1: The importance of Business Tools in the Business industry
Directions: In the space provided after each tools, write the importance of the said tools. Submit your work
in the pigeon boxes in which provided in your department/college, or to google class on or before the date
as reflected in your study schedule. See rubrics on page of this module.

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 Business Success Lies Beyond Technology 32

1.

2.

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 Business Success Lies Beyond Technology 33

3.

Activity for Laboratory:

Activity 2

1. Create an email Address

2. Create a website
3. Formulate a digital marketing
Application of the theories in unit 1 would be tackle during in the laboratory time.
Note: This activity will be conducted at the Computer Laboratory. Schedule will be send through google
class or group chat. Health protocol must be observe.

Congratulations for accomplishing the activities. If you have not completed

the task or you have difficulty in accomplishing the activities, please send me
message to our google class or you may ask clarifications through a text
message or phone calls on the contact number included in your course guide.

. You can now take the assessment.

GOOD LUCK!

Fill Assessment
in the blanks: write you answer in the blanks provided in each item.

1. A may be used to identify a particular type of merchant and grant access to a specific set
of terms and conditions for card acceptance

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 Business Success Lies Beyond Technology 34

2. Fortunately, the minefield is not one you have to navigate alone. In fact, there are
loads of tools out there that can help refine your digital presence, so you can market where it matters – and
get on with running your business in the meantime.

3. The is an application designed to create and edit websites for hosting providers, resellers and end
users. Built with hosting in mind, the proposed site builder allows providers easily offer site-building capabilities to
their customers.

4. A is a wireless handheld device that allows users to make and receive calls and
to send text messages, among other features.
5. Companies use for both internal and external communications via email, messenger
systems, conferencing and word processing.

Good Job! Thank you for completing the task in unit I.

Now you are ready for the Unit II

Write your Thoughts Here

Add/insert

Photo here!

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 Business Success Lies Beyond Technology 35

Business Success Lies beyond Technology

Unit 1I- - Use business tools efficiently and effectively and in accordance with enterprise policy and
procedures

Many modern business tools have wide applications in a business where they can assist the business in
meeting its objectives. Many business tools also present a possible non-business use that should be
At the end
considered whenof allowing
this unit,access.
you willThe
be simplest
able to: example is a telephone. Business calls to suppliers and
customers
 Make are useobviously part of tools
of the business the job of many and
efficiently people. Just as and
effectively obviously a telephone
in accordance callenterprise
with to a relative in
another country
policy is not. The number, cost, and nature of the personal access has been a challenge for
and procedures
businesses for many years, but as the range of tools with this issue has increased so has the range of
challenges

Pretest
Pre-Test
Learning Outcomes
Multiple choice. Encircle the letter of your answer.
1. This business tool is unique, must be considered as separate entity, can do unpresented damage to a
business, and requires special care and control to ensure the objectives of the business are achieved.
A. Email C. Wiki
B. The business website D. Programs

2. It is suited for large business to be able to publish internal public information; this is information that is
freely available to anyone in the business.
A. Software C. Wiki
B. Website D. Internet
3. This tool is often useful in the home and this increases the attractiveness of software and makes it
more susceptible to theft. It is unlikely to be a high volume access item so that any theft may not be
detected for some time after the event, and then only after an audit or stock take.
A. Software C. Damage
B. Programs D. Email
4. This tools can be restricted to local calls if necessary and they usually have unlimited access
A. telephones C. Photocopier
B. CCTV Camera D. Mobile phones
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 Business Success Lies Beyond Technology 36

5. This tool operates across computer networks, primarily the Internet.

A. Email C. Social Networking

B. CCTV Camera D. Scanner

Thank you very much for answering the pretest. Please see page for
the answer key. The next section is the content, of this unit, which contain
very important information on finding the tools.

Content
Traditionally, employees have not allowed customizing the place where they work, as there can be a conflict
of interested and the possibility of fraud with free drinks or food. Modern business tools provide new
opportunities for an employee to waste or misuse business resources. There is a wide range of tools to limit
such practices but they need to be carefully plan, implemented, and communicated to ensure the objectives
of the business are not comprise:

 Telephones can have call-barring where certain numbers are not available, for example international or
mobile numbers. In some systems, these restrictions can applied on a telephone-by-telephone basis. This
means that executives can make international calls while others cannot.
 If this is not necessary, overriding codes can made to managers that allow them to make any call from any
telephone. A manager can call overseas from a telephone that has the service banned by first entering the
number
 Agreements can be created that allow for personal access up to a set level. Employees may be required to
identify personal calls made on a business mobile and if they exceed a predetermined amount, the employee
must make restitution. This can be a set by time or dollar cost. For example, if the personal cost is more than
10% of the total bill or $10 the employee will pay the amount over the maximum amount. In other cases,
employees are required to pay for all calls after close of business, as any calls made at such a time must be
personal.
Is the employee allowed to use the tool for personal use? As previously stated, traditionally, employees have not
been allowed to frequent an establishment where they work. The same restriction can be applied to business tools
so they cannot be used for non-business purposes. Employees are not allowed to borrow a camera to take a few
photographs at home. Internet 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. Email also presents
similar challenges as

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 Business Success Lies Beyond Technology 37

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?

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. Non- essential downloads can consume precious bandwidth and slow internet access for legitimate access.
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. Off premise,
access to computer resources will present security considerations and greater opportunity to misuse company
resources. 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. 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

This business tool is unique and must be considered as 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. 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. It is possible for incorrect or inaccurate information to be published by people believing it to be correct.
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. A well-
managed site will often have an approval process that will hide any changes to a site until they have been vetted and
approved by another person. There may be a group of authors that have the permission to make changes to the site,
and these people become the first step in the approval process. They can check that language, style, and content is
consistent with the existing material on the site. However, any changes made by an author does not become visible
or published on the site until the edits have been approved by another party, often called an approver.
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 Business Success Lies Beyond Technology 38

Software
Figure 11
Note. This photo is taken from bing image search

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. Nevertheless, should it be required the hardware –
the disk or similar – must be accessible as well as the associated passwords or install keys. These are often on the
disk case or packing, but they may be sent via email. Replacement keys are obtainable, but it is obviously quicker,
easier, and cheaper to have the key with the disk. It is not unknown for a company to have useful software that has
been made by a manufacturer that has ceased operation so support in the form of additional keys is not available

When the software 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. It has been known for storage media to become obsolete which makes the content of the
media inaccessible. The early format floppy disks of 360KB and 1.2 MB, the later hard shell 1.44 MB disks cannot be
used in modern computers because the disk drives that read the disks are no longer available. Storing data on CDs
may be unsuitable for long term storage for the same reason.

Software is often useful in the home and this increases the attractiveness of software and makes it more susceptible
to theft. It is unlikely to be a high volume access item so that any theft may not be detected for some time after the
event, and then only after an audit or stock take. Added to this is that, should the software be required, it will often
be because there has been some incident that requires reinstalling the software so there will often be a time issue
and pressure on accessing the software. Therefore, storing software requires special considerations to ensure it is
there and it can be used.

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 Business Success Lies Beyond Technology 39

Wiki
Figure 12
Note. This photo is taken from bing image search

Wiki‟ is Hawaiian for fast and wiki sites allow users to update the site with little restriction on access. Businesses can
create their own wiki sites to store information that maybe required by the internal business users. 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. When it became known outside the business there should not be any negative
consequences, but the business does not intend to publish the material. Consider an internal telephone list.
Traditionally these were printed and distributed and people should have a copy near their telephone. With each staff
change, a person leaves, arrives or moves there would be a reprint of the list and another distribution. Email made
printing redundant as the new documents could sent as an attachment. However, a 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. 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. Obviously, a wiki
will have a management overhead as access will need to be maintained and controlled and replacement passwords
supplied. For a 3-person business, a wiki would be a significant waste of resources whereas for a 300-person
business it is almost a necessity. 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. It is important to
establish guidelines as to what is appropriate. Management in one business may encourage personal, family friendly
material to publish as a method of bonding and creating a family entity, while the same material seen as
inappropriate in another. Pictures and stories about the private lives of the employees may allowed or it may
deemed unacceptable. It is important that guidelines are established and reviewed to ensure that they are relevant
to the business. There will need to be some control over what is published, or monitoring as to who publishes the
item. All users must be aware of the consequences if offensive or inappropriate material is to be publish.

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 Business Success Lies Beyond Technology 40

Landline Telephones
Figure 13
Note. This photo is taken from bing image search

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. 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”.

Social Networking
Figure 14
Note. This photo is taken from bing image search

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 Business Success Lies Beyond Technology 41

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 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

Email
Figure 15
Note. This photo is taken from bing image search

This
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.

Email operates across computer networks, primarily the Internet. Today's email systems based on a store-and-
forward model. Email servers accept, forward, deliver, and store messages. Neither the users nor their computers
are required to be online simultaneously; they need to connect, typically to a mail server or a webmail interface to
send or receive messages or download it. Originally, an ASCII text-only communications medium, Internet
email extended by
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 Business Success Lies Beyond Technology 42

Multipurpose Internet Mail Extensions (MIME) to carry text in other character sets and multimedia content
attachments. International email, with internationalized email addresses using UTF-8, is standardized but not widely
adopted.

There 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 template with a standard signature block and users may need to be train on how to
change the template for an individual user. Training programs may include. This 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.

Training companies offer a wide range of courses that train people to answer the telephone and collect relevant
details in a manner that presents a positive image for the business. There should be a standard corporate greeting
and the ability to perform, again, a standard set of tasks. Depending on the telephone system, these could include
transfer calls, how to put a person on hold, to recover from hold, use of the speaker system and other. Large
businesses are able to develop specialists: specialists to take reservations, and other areas. Small businesses often
require cross- skilling where anyone in the business will need to be able to take a reservation. The process is the
same; identify the skill set and ensure that all can perform the required tasks for the business.

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?

Activity

1. Write/compose a script on telephone communication when you are in the future job with proper etiquette
in answering and receiving a phone call. Send your output to [email protected] or submit to
our google class.

2. Case Study

Directions: Read the case carefully. Answer the work task. Submit your answer at the pigeon box in the school.

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 provide with accommodation, a

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 Business Success Lies Beyond Technology 43

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 is not allowed to access to a phone.

She has 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.

Work task: Write a report to your manager detailing what procedures you would recommended introducing as a
result, of the above situation. Write your answer on the space provided.

Congratulations! You may now take the assessment. If you have not
completed the task or you have difficulty in accomplishing the activity, please
send me a message to our google class or you may ask clarification through a
text message or phone calls on the contact number included in your course
guide. You may message me in my FB account.

Assessment

Fill in the blanks.

1. A 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.

2. may need to check for charge and if they are rechargeable, they may need to be charged.

3. Camera may need to erase in preparation for next use. Portable computers may also need
to recharged ready for next use. (memory

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 Business Success Lies Beyond Technology 44

4. The will need documentation to record the movement of the tool, the allocation and return.

5. can be restricted to local calls if necessary and they usually have unlimited access.

GREAT JOB!

THANK YOU FOR YOUR PARTICIPATION

YOU ARE NOW READY FOR THE NEXT UNIT

WRITE YOUR THOUGHTS HERE

Insert
picture here

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 Business Success Lies Beyond Technology 45

Unit – III- Obtain and maintain business tools required to support workplace activities

As each tool is to be monitored and controlled it is logical that the use of the tool mu st 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 use for a set period there a need be a process that should follow to get the tool back.
Therefore, the business needs a procedure to allocate the tool to a user and record the date or time that it is
expected back, just as for a book in a library. There will be a person or people that have the authority to
release the asset and maintain the business records, business will need documentation to record the
movement of the tool, the allocation and return. There will also be some form of documentation to the user
so they know when the asset is to be return. The document could be a piece of paper with the relevant
details or it could be an email. There is also the return process. For some tools, there will be procedures that
need to be follow when the tool is return. In some cases, a record of usage will determine maintenance
requirements. For example, maintenance for a motor car is determined by the distance driven or by a pre-
determined time framed, six months for example. Photocopiers will need a service after a pre-determined
number of copies should been done. Printers also have similar requirements. Batteries may need to be
check for charge and if they are rechargeable, they may need to recharge. Camera memory cards may need
to be eras in preparation for next use. Portable computers may also need to recharged ready for next use.
There should be an inspection for damage and normal wear and tear and the impact on the future life of the
tool. For some tools, a return checklist is necessary to ensure that the tool will be ready for the next user

Learning
At theOutcomes
end of this unit, you will be able to:

● Explain the importance of records keeping and safe keeping of some important tools in the
business

Pre-Test
True or False.
Directions: on the space provided before each item, write TRUE when the statement is correct and write
False when it is erroneous.

t 1. Some tools will require a roster to allow users to plan for access and to allow planning
for events when another is using the tool

f 2. Some businesses will have insurance and others will be willing to accept the damage as it is a
common event and may occur at all.

F 3. A dispute system may not need to be established should there be conflicts or clashes on use
of the tool. It is usually a case of first come first to apply then first use, but there may be circumstances
where a later use of a tool is more important for the business than the currently booked event.

4. A 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.

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 Business Success Lies Beyond Technology 46

t 5. . 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

Good Job!

Thank you for answering the test. Please see page for the key answer.

You may now proceed to the content.

Content
Rosters

Some tools will require a roster to allow users to plan for access and to allow planning for events when
another is using the tool. There are various tools available from simple to complicated system-wide computer
systems. The simplest is a diary that can be paper or electronic. Users can book use of the tool. This
requires acce ss 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. 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. Microsoft® Outlook® has the ability to allow assets or tools to be booked
as standard functionality. At a lower level, Excel can have multi-user spreadsheets where many people can
access the same file at the same time so the availability of a tool can be checked and the appropriate action
can be taken.

Again, much depends on the size of the organization and the level of control desired by management. In
large organizations, a booking system will be standard for a wide range of resources and applying to
business tools and will add very little additional cost. In small businesses, it can be managed with an
exercise book tied to the cabinet where the tool is stored.

A dispute system may need to be established should there be conflicts or clashes on use of the tool. It is
usually a case of first come first to apply then first use, but there may be circumstances where a later use of
a tool is more important for the business than the currently booked event. Assume that a camera is to be
used on Friday night, but there is a rumor that a celebrity is going to have dinner in the restaurant and
photographs of him or her would be useful for the promotion of the business. A decision will need to be
made to either buy another camera, use a mobile phone and suffer the quality loss or divert the camera from
its original use and use it to photograph the celebrity.

Damage

The business will need to establish rules and responsibilities for tools that are damaged because of
negligent behavior by the user. Assume that a user borrows a digital camera and places it on the roof of the
car while she loads other items into the car. She forgets about the camera and drives off with the camera still
on top of the car. It falls off and is damaged beyond repair when it hits the road. Who is responsible for the
damage and the loss of the camera? Some businesses will have insurance and others will be willing to
accept the damage
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 Business Success Lies Beyond Technology 47

as it is not a common event and may not occur at all. Others will have a statement stating that the
responsible party will expect to pay a percentage of the cost as an encouragement to take responsibility for
their actions and to utilize a higher level of care and responsibility when dealing with the business tool. There
will also be a need for a reporting process to ensure that the appropriate action is to be 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?

In much the same fashion as a library, there needs to be a record of who has the tool and who has used the
tool. The business will need to know who has the tool so management can be certain of its location and the
current person responsible. However, a usage history is also useful to determine if the tool is a worthwhile
asset. A tool that is not used may need to be replace or simply deleted, as there is no longer a need to
support ownership of the tool. 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. 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 maybe permanently damaged.

Activity

Activity I- Explain the importance of records keeping and safe keeping of some important tools in the business.
Directions: write your answer on the space provided below.

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 Business Success Lies Beyond Technology 48

Congratulations! You may now take the assessment. If you have

Assessment
not completed the task or you have difficulty in accomplishing the
activity, please send me a message to our google class or you may
ask clarification through a text message or phone calls on the
1. Essay
contact number included in your course guide. You may message
Directions: read the question/carefully. Write your question in the space provided. Submit your work in
me in my FB account.
the pigeon boxes which are provided in your department/college, or to google class on or before the
date as reflected in your study schedule. You may also submit your answer in FB Account. See Rubric
Good Job!
in page .

1. If you are the one who is in charge of the company’s tools, how would you handle or take care of
the said property to avoid damaged.

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 Business Success Lies Beyond Technology 49

GREAT JOB!

THANK YOU FOR YOUR PARTICIPATION

YOU ARE NOW READY FOR THE NEXT UNIT

Now, you can proceed to the next unit.

Write your thoughts here

Insert picture
here

. Unit IV- Store business tools in accordance with enterprise procedures and to reduce theft
and fraudulent activity

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
Not intended
devoted to the security. for tool
Does the publication.
have anyFor special
classroom instruction
storage purposes only
requirements? Will it be affected by
excessive heat, cold, moisture, or humidity? Some portable storage media will be sensitive to
excessive heat and maybe permanently damaged.
 Business Success Lies Beyond Technology 50

Learning Outcomes
At the end of this unit, you will be able to:

● Keep and tract records of the properties owned by the business enterprise with the use of
technology.
● Explain the values of technology towards the business operations
● Store business tools in accordance with enterprise procedures and to reduce theft
and fraudulent activity

Pre- Test

Fill in the blank. Write your answer at the blank provided in each item.
1. The updates the first set of parameters and the second set of parameters for the
second cluster server and updates the third set of parameters and the fourth set of parameters
for the first cluster server.
2. A can record who actually uses or even touches the tool and how they use it.
3. The most common approach is to allow a without actually stating a specific
time.
4. will need to consider the level of control that is required and determine the level
of resources that will be required to install and maintain the system to a level to provide the required
security level.
5. , could be used to prevent access and to enhance the possibility of the tool being
available for later use.

Thank you for answering the test. Please see page for the key
answer.

You may now proceed to the content of this unit

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 Business Success Lies Beyond Technology 51

Content

Security tools

Figure 16
Note. This photo is taken from bing image search

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 sign on access and use of the tool. Other methods of
security include a selection of the following. Security Tool is a rogue antivirus application that deliberately
gives reports of false system security threats on your computer and displays fake security alerts or
notifications to make you think your PC is infected with malware. The misleading application is from the
same family as Total security 2009 and System Security. When installed, Security tool will be configured to
start automatically when you log on into Windows. Then it will imitated.
https://answers.yahoo.com/question/index

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 Business Success Lies Beyond Technology 52

Swipe Card Access

Figure 17
Note. This photo is taken from bing image search

Access to the tools can be control by the use of swipe cards. Systems can record each person that
accesses the storage area and 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

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 login profile, a process will be
required to reset passwords if they have forgotten.

Security Cameras
Figure 18
Note. This photo is taken from bing image search

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 Business Success Lies Beyond Technology 53

As well as recording access, security cameras can record handling and use of the tool in the area. Many
people will need to access the area where the tool is to keep. A security camera can record who actually
uses or even touches the tool and how they use it. The presence of the camera also Systems can record all
information or knowledge that each user accesses. The disadvantage of this system is that users will forget
their password and some protocol needs to 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.
There can also be requirements as to the construction of a password. Possible rule, include the length, how
many characters, the composition, how many numbers or how many capital letters are required. Most
passwords are case sensitive so an “A” does not equal an “a”. The usual minimum is 6 characters, and as
the number increases so does the security as does the possibility that a user will forget their password after
a holiday or even over the weekend. Any system will need to have a method to reset the password. In most
cases the password cannot be read by anyone in the system so that 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. Cameras can control access to the area or monitor the particular storage
area. If a camera is keep in a drawer, management can install a camera that records every person that
opens the particular drawer.

Police Checks

Individuals 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.

Employment Contracts

Every 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. These terms could include:
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 Business Success Lies Beyond Technology 54

Privacy

Terms in this section determine the nature of the information that an employee can publish about the
business and the guests of the business. A modern operation may consider details about the behavior and
characteristics of guests. This is especially important if celebrities stay at the establishment. This section
may also inhibit the ability of the employee to publish operational or other details about the business. This
could include profitability, recipes, management practices, and other details. It may also include how long
these details are subject to control.

Internet

If Internet access is normally, a part of the employee’s duties it may be relevant to state the allowable
internet use that is allowed by an employee. This could include the amount of time that is spent on private
use such as personal email, accessing non-business related sites, the type of material that is allowed to be
viewed on the computer, and an agreement that the employee will not attempt to break any controls that
are present. The most common approach is to allow a “reasonable time” without actually stating a specific
time. However, some businesses have blocked all non-essential sites from access form computers within
the business.

Lockable Access

Locks can be used to prevent access and to enhance the possibility of the tool being available for later use.
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. 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. Higher levels involve fingerprint identification such as is common
with laptops. Higher levels of control can achieved with retina scans, facial recognition, voiceprints, or a
combination of these methods. Each of these controls has benefits and costs. Management will need to
consider the level of control that is required and determine the level of resources that will be required to
install and maintain the system to a level to provide the required security level. It is silly to implement a
system of swipe card access and never check on who is actually accessing the tools.

Audits

An 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 be monitored, controlled and used. Is the current process workable? How
can 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? Are the training manuals and
requirements still relevant? Have the requirements been changed to suit the new models? Are the current
business tools relevant to the business operation? The audit process can be the start of a sequence of
events that may result in retaining, replacing, or disposing of the asset. A tool that has not been accessed for
an unreasonable period may be a sign that the tool is no longer valuable to the business. A camera may only
be used twice a year to capture photographs to be use to update the website. If the camera has remained
stagnant and inactive for two years this may be a sign the camera is no longer necessary as mobile phones
are being used. It may also be a sign the website has not been updated and this may be another area for
investigation. 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. Usually this is a two person (or more) process to ensure that the audit report is accurate
and mistakes or false data has not been entered to hide deficiencies in the system. If both sign they both
agree to the details and this complicates or reduces the possibility of fraud or innocent mistakes occurring.
The audit process should be a standard management process and not seen as an exception. Although it is
impossible to dictate periods for this process for every business, it would be highly unlikely that the time
between audits is longer than one year.
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 Business Success Lies Beyond Technology 55

Stock takes

A periodical stock take can be performed on consumable resources to ensure there are sufficient resources
to meet the operational needs. 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 stock take 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. A stock list of consumable items is important when there is a change of business
tool. It has been known for people to order toner cartridges for a photocopier that is to be or has been
replaced. In some cases, the item can be returned, which involves time and effort in fixing a problem that
could have been easily avoided had there been sufficient planning and communication within the business.
Different items may have a different stock take period. Batteries, sim cards, memory sticks and similar that
are easily misplaced, damaged in normal use, or consumed may need to be checked every two weeks.
Brochures, information pages, toner cartridges and other similar consumables may be checked once a
month while a complete stock take of all items is done once a year. There are no concrete rules that can be
applied. It is a matter of management determining a process that meets the needs of the operation and that
does not consume an unreasonable level of resources. 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 stock take is perform in
pairs to ensure that there are no mistakes in the data entered or counting and both sign the stock take 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 stock take there is no need for a
second person to check the data.

Information

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. Assume that a recipe that did not have peanuts was change to have this
ingredient. A waiter is ask if there are peanuts and, as this same question has been, ask 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:

 Buying goods from the wrong supplier and paying too much because prices have not been updated
 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.
 Sending accounts to the wrong address because the client’s details have not been updated
 And of course, there are many others.

Information has a shelf-life aspect or age characteristic. It may be easy to see that a mobile telephone is old
and has limited functionality, but it is virtually impossible to determine, without other details, that a piece of
information is old. A person can look at a price list of fruit and vegetables and determine which are incorrect
because they were at the market last week and know the prices. It is impossible to look at the price on a
screen and visually identify it as old without that additional insight. Systems can include metadata to meet
this need. Metadata is data about the data. In the case of an ingredient price, the metadata could be the last
date and time the data was updated or who did the updating. This provides some assurance on the quality of
the data. A price that does not been updated for a year should be treated with suspicion, while a price that
was updated yesterday can be relied upon with some confidence.

Just as with other tools, there is an access issue. Privacy laws and commercial considerations mandate that
people that are able to view certain information must be controlled or limited. In most cases, privacy laws
allow only people with a valid reason for accessing the information to allow doing so. Managers may have a
legitimate business reason to view the personal details of a staff member, but it is most unlikely that a
colleague
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 Business Success Lies Beyond Technology 56

will be able to provide an acceptable justification. Thinking that a co-worker is attractive and wanting to invite
them on a date is not a sound reason to access their personal details.

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 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 signed in and out and responsibility attached to its use.

A further challenge is that information can be duplicated, which is impossible with all of the other tools. When
considering access to information, it is not only access to the information but there must also be restrictions
on printing, copying, and email access. There have been situations where staff have printed customer lists
or emailed confidential information to competitors

It becomes even more interesting because access to information is often time sensitive and delays can
hinder the operation of the business. Assume that a form requires the company number. This is public
information generally and does not require any restriction. If the user cannot get the information, the form
cannot processed and this may produce delays. With most business tools restrictions relate to a class of
tools – all cameras are controlled. When considering information there are various categories with varying
restrictions. If the business is large enough and the number of users sufficient an internal website, and
intranet is an excellent tool to control access. In the case of a small business with a limited number of users,
a password protected computer system in a locked room may be a suitable tool. As there is a limited number
of users the people that do access the company information can know it all because they have a valid
reason to do so.

Legal Implications

Where information is disclose various privacy acts and controls could impose penalties for the business and
the individual for acts that breach the act. Computer programs have had 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

Activity

Activity 1-Case Study

Directions: Read the following case studies and answer the questions below them. Write your answer at
the box provided below.

Case Study 1

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, 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 operational computer.

Work task: In the following case study, make a list of the issues that show poor procedures in the
management of business tools.
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 Business Success Lies Beyond Technology 57

Case Study 2

Directions: read the case carefully. Write your answer in the space provided below.

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 task: Because of this experience and the resulting costs and embarrassment, the owner of the
business has asked you to consider what procedures should be used in the future to improve the
management of information within the business. Write a one-page memo giving your recommendations and
your reasons.

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 Business Success Lies Beyond Technology 58

Congratulations! You may now take the assessment. If you have not
completed the task or you have difficulty in accomplishing the activity,
please send me a message to our google class or you may ask clarification
through a text message or phone calls on the contact number included in
your course guide. You may message me in my FB account.

Good Job!

Assessment

True or False. In the space provided before the number, write T if the statement is correct and write
F if the statement is incorrect.

1. 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.

2. Privacy laws and commercial considerations mandate that people that are able to view certain
information must not be controlled or limited.

3. A regular stock take 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.

4. The audit process can be the last of a sequence of events that may result in retaining,
replacing, or disposing of the asset.

5. A security camera can record who actually uses or even touches the tool and how they use it.

Thank you for taking

WRITE YOURthe assessment.
THOUGHTS YouHERE
may write your insights or
thoughts about the activity on the space provided.
INSERT
You had just completed the last unit of this course. You are now ready
PICTURE to take the summative examination.
S HERE

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 Business Success Lies Beyond Technology 59

REFERENCES

Steffani Cameron

Reviewed by: Jayne Thompson, LL.B., LL.M.

Updated September 04, 2019to discuss your IT needs

Bouncken, R. B., & Reuschl, A. J. (2018). Co working spaces p. Review of managerial science, 12(1), 317-

334.)

Dar Saleh, A., & Rajab, A. (2018). Website Builder.

Aviyam, Y, et.al (2019). U.S. Patent Application No. 16/043,189.

Poppy Mortiboys-Harrison Updated: Aug 13, 2019 Published: May 14, 2019

Nikunen et al., 2017). Author(s): NIKUNEN, TUULIA; SAARELA, MARTTI; OIKARINEN, EEVA-LIISA;
MUHOS, MATTI; ISOHELLA, LARI

Tiago, M. T. P. M. B., & Veríssimo, J. M. C. (2014). Digital marketing and social media: Why bother?.
Business horizons, 57(6), 703-708.)

Gandini, A. (2015). The rise of co-working spaces: A literature review. Ephemera, 15(1), 193.)(Bouncken,
R. B., & Reuschl, A. J. (2018). Co working spaces p. Review of managerial science, 12(1), 317-334.)

(Morea, D. J., Zirkel, G. S., Duncan, J., & Citarella, S. (2006). U.S. Patent No. 7,103,570. Washington, DC:

U.S. Patent and Trademark Office.)

Wanner, L. F. (2003). The EPOS System Supporting Wireless Sensor Networks Applications (Doctoral

dissertation, B. sc. thesis, Federal University of Santa Catarina, Florianópolis).

ASIAN (2012) Trainee Manual Use common business tools and technology

What is computers (n.d.)https://simple.wikipedia.orghttps:/

Security Tool(n.d.) https://answers.yahoo.com/question/index

EPOS System(n.d.) https://r.search.yahoo.com/_ylt=Awr9Dt9B3Shf8o0Ad4dXNyoA;

The Business Tools (n.d.)http://www.businessdictionary.com)

advantages-and-disadvantages-of-crm May 2, 2017https://www.targetintegration.com/

Mobile Phone (n.d.) http://www.businessdictionary.com

What is CRM (n.d.) https://www.salesforce.com/crm/what-is-crm/

Not intended for publication. For classroom instruction purposes only

 Business Success Lies Beyond Technology 60

what-exactly-does-a-crm- (n.d.)www.crmdialer.com/ do/#:~:text=Your%20CRM%20will%20keep%20you

%20on%20top%20of,and%20marketing%20camp aigns%20that%20are%20sharp%20and

%20effective.

types-of-digital-marketing (2017/11/)https://www.snhu.edu/about-us/newsroom/

/epos-essential-business(n.d.)https://www.lilachbullock.com

Rubric for Evaluating Written Report

Attribute 1-Not 2-Below 3-Meets 4-Exceeds Scor

acceptable expectations expectations expectations e
Report
Mechanics
Organization inappropriate some content content excellent
content of placed appropriate to organization
several incorrectly in all section of enhances
sections of report report readability
report and/or
understandabi
lity of report
Topic covered in a Topic is a few aspects Topic covered material added
complete manner incompletely of the topic is in its entirety enhances
covered missing quality of the
term paper
Aesthetics unacceptable some portions text, tables, text, tables,
appearance are sloppy and figures figures so
e.g., tables and difficulty to readable and clear and
figures cannot read; style understandabl understandabl
be read or needs e; style is e as to
understood, improvement acceptable enhance
fonts difficult to report impact;
read; style style
unclear enhances
readability
Format so many format a few format followed unique format
errors as to errors specified aspects that
make report format enhance
ineffective report impact
Spelling any spelling
only spelling no spelling
errors errors are errors
different
spellings for
same
pronunciation
Grammar and pages or a few minor
Punctuation paragraphs significant grammar or
with multiple grammar and
Not intended for publication. For classroom instruction purposes only
 Business Success Lies Beyond Technology 61

grammar and punctuation punctuation no grammar or

punctuation errors errors punctuation
errors errors
Overview of topic is Overview is not overview stated A clear so clear and
presented in the abstract, stated, somewhat, overview was complete as to
conclusion summarizes conclusion not significant provided, key enhance
the topic summarized, results not results clearly impact of the
only stated included in the stated in the term paper
what did conclusion conclusions in
a summary
fashion
Topic is identified, topic not topic not topic stated, topic clearly
constraints explained stated, stated, perhaps stated,
along with any constraints not constraints not poorly; no, or constraints
assumptions explained, explained, limited and
assumptions assumptions discussion of assumptions
not listed, not listed, constraints clearly listed
contains contains and
results/conclusi results/conclusi assumptions
ons ons
Theoretical constructs (if missing, missing, readers may Discussion of
necessary) are given incomplete or incomplete or have a few any theoretical
appropriate detail incorrect incorrect questions or concepts is
description description have to reread complete and
material clear
Results- presented, missing or unclear or clearly stated so clear and
methodology clear inaccurate incomplete result complete as to
results enhance
impact of the
term pape
Conclusions/Recommend not stated, not stated, includes ideas clear, clearly
ations present and includes ideas includes ideas not already follow report
significance explained not already not already discussed in discussion,
discussed in discussed in paper, some meaningful
report report recommendati recommendati
ons not ons
supported in
document
References provided are incorrect correct
appropriate format, not format, all
cited in report cited in
report
Appendix (if provided) appendix does appropriate appropriate so clear and
not contain locations, locations, complete as to
material cited in appendix not appendix enhance
report clear and easy indexed, clear impact of
to follow and easy to report
follow
TOTAL
POINTS

Adopted from https://academic.csuohio.edu/duffy_s/Rubrics.pdf=rubrics for evaluating written

report

Not intended for publication. For classroom instruction purposes only

 Business Success Lies Beyond Technology 62

RUBRICS FOR CASE STUDY

4 3 2 1 score
Main Topic Strong main Adequate Weakly stated Unclear main
idea main idea main idea idea
restated in the restated in the weakly not restated in
closing closing restated in closing
sentence sentence closing sentence
sentence
Supporting Three or more Two One No supporting
Sentences supporting supporting supporting sentences
sentences per sentences sentence
paragraph per paragraph per paragraph
Grammar Few, if any, Several errors Many errors Many errors
errors that that that
do not interfere with make it
interfere with meaning illegible
meaning

Glossary

Business tool Any asset that helps or assists the business

Business tool register A list of assets that are considered as being a business tool

Identification criteria Criteria that is to be used to classify an item as a business tool

Serial number Number attached to a tool during the manufacturing process

Asset number In-house created number to identify a tool

Barcode Method of recording a number or code on to an

asset

Radio Frequency Identification Tags _Electronic tags that can be attached to locate the asset within
a reasonable distance

Storage location _The place where a business tool is to be stored when not in use

Usage _ Allowed non-business usage

Software _ Business tool that controls the activities of the computer

Wiki _ A web site that allows access from wide range of users

Social Networking _ Website that provide information on social activities of its members

Landline telephone _ A standard telephone that requires a physical connection to the telephone
network

Roster _ Document detailing future access rights to a tool

Damage_ Harm inflected upon a tool that is not a result or accepted business usage
Not intended for publication. For classroom instruction purposes only
 Business Success Lies Beyond Technology 63

Storage Requirements Details any special storage conditions required by a business tool

Security Tool- process or procedure to control access to a business tool

Swipe Card Access_ A method of controlling access by using swipe cards

Password _ A set of characters and letters to verify that access is allowed

Police Check _An application to the police to disclose any previous criminal activities

Security camera- Camera positioned to record access to a business tool or tools

Employment contract _A contract that stipulates special terms and conditions over and above a
standard employment contract

Audit _A process to check and monitor current procedures and assess their performance

Stock take _Process to determine and verify the existence of a business tool

Legal Implications -The possible legal consequences of supplying information to those not
authorized to have it

Answer Key

Unit I- Multiple choice

1. A
2. C
3. B
4. A
5. B

Unit II-Multiple choice

1. B
2. C
3. A
4. A
5. A

Unit III-True or False

1. True
2. True
3. False
4. False
5. True

Unit IV- Fill in the blanks

1. Global management
2. Security camera
Not intended for publication. For classroom instruction purposes only
 Business Success Lies Beyond Technology 64

3. Reasonable time
4. Management
5. password

Users’ Evaluation Form

Date:

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Put it in a sealed envelope and submit this form to the Instructional Materials Development Office (IMDO) in
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1. The IM is well-organized, complete, and is integral to the understanding of the course.

2. The IM utilized learning outcomes which target future skills and graduate attributes.
3. The content is well-structured, internationalized, and are based on the learning outcomes.
4. The learning activities and assessments are congruent with the learning outcomes.
5. There are adequate spaces for the learning activities and assessments.
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7. The examples/illustrations, and body text are clear, set in APA 7th edition format, and are appropriate to the
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Not intended for publication. For classroom instruction purposes only

 Business Success Lies Beyond Technology 65

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Not intended for publication. For classroom instruction purposes only

 Republic of the Philippines
JOSE RIZAL MEMORIAL STATE UNIVERSITY
The Premier University in Zamboanga del Norte

COLLEGE OF ARTS AND SCIENCES

Program: TOURISM MANAGEMENT

Department: CAS
Instructor/Professor: GEMMA M. SOLIDUM, MBA Syllabus Code:
COURSE SYLLABUS
Pre-Requisites: Course Code TPC-3 Day& Time:
Unit of Credit: Room:
No. of Hours: Course Title APPLIED BUSINESS TOOLS AND TECHNOLOGY Consultation Hours:

Jose Rizal Memorial State University adheres to the principle of dynamism and cultural diversity in building a just and
PHILOSOPHY
humane society.
VISION A dynamic and diverse internationally recognized University
Jose Rizal Memorial State University pledges to deliver effective and efficient services along research, instruction, production
and extension.
MISSION
It commits to provide advanced professional, technical and technopreneurial training with the aim of producing highly
competent, innovative and self-renewed individuals.
Jose Rizal Memorial State University focuses on developing graduates who are exemplars of Rizal’s ideals that can:
E - xhibit relevant and responsive competencies across disciplines towards
X - enial delivery of services;
C - ommunicate ideas proficiently in both written and spoken forms;
E - ngage in lifelong learning;
GOALS L - ead effectively and efficiently amidst socio-cultural diversity;
L - ive up the challenges of the global community;
E - mbody professional, social and ethical responsibilities;
N - urture a harmonious environment;
C - onserve and promote Filipino cultural heritage; and
E - valuate their contribution to the local and global communities.
 Graduate Attributes

Program Outcome/s

Course Description

Course Learning Learning Learning Formative Summative

Topics References
Outcomes Outcomes Activities Materials Assessment Assessment
Identify and Access business ASIAN Explaining the Module Multiple Multiple choice
Completes access tools required to (2012) important topics Computer (board type)
one or business achieve work Bouncken, R. during choiece Fill in
more skills tools required outcomes in B., et.al(2018) Applications of laboratory
with ease; to achieve accordance Dar Saleh, the theories the blanks Gap-
requires work enterprise A.,et al during laboratory
physical or outcomes in policy and (2018). fill
mental accordance procedures Aviyam, Y,
exertions.; enterprise et.al (2019).
Use policy and
technology
in a way Explain the
which importance of
promotes business tools
safe work in the
environme industry to
nt. achieve
enterprise
goals and

Apply
knowledge/
skills about
the business
tools in future
jobs for both
local and
international

Make use of Use business Dar Saleh, Case study Textbook Multiple choice Multiple choice
the business tools efficiently A., & Rajab, laboratory Module
tools and effectively A. (2018).
efficiently and in
and accordance with
effectively enterprise
and in policy and
accordance procedures
with
enterprise
policy and
procedures
Explain the Obtain and Nikunen et Easy Textbook Multiple choice Multiple choice
importance of maintain al.,( 2017). laboratory module
records business computer
keeping and tools required (Morea, D.
safe keeping to support J.et.al (2006).
of some workplace
important activities
tools in the
business
 Keep and Store business module Multiple choice Multiple choice
tract records tools in Case study texbook
of the accordance computer
properties with enterprise
owned by the procedures and
business to reduce theft
enterprise and fraudulent
with the use activity
of technology.
Explain the
values of
technology
towards the
business
operations

Store
business tools
in accordance
with
enterprise
procedures
and to reduce
theft and
fraudulent
activity

Copy from
Form 13,
Column 4
References (Example)

Bouncken, R. B., & Reuschl, A. J. (2018). Co working spaces p. Review of managerial science, 12(1), 317
334.)
Dar Saleh, A., & Rajab, A. (2018). Website Builder
Aviyam, Y, et.al (2019). U.S. Patent Application No. 16/043,189.
Tiago, M. T. P. M. B., & Veríssimo, J. M. C. (2014). Digital marketing and social media: Why bother?. Business horizons, 57(6), 703-708.)
Gandini, A. (2015). The rise of co-working spaces: A literature review. Ephemera, 15(1), 193.)(Bouncken,
R. B., & Reuschl, A. J. (2018). Co working spaces p. Review of managerial science, 12(1), 317-334.)
Wanner, L. F. (2003). The EPOS System Supporting Wireless Sensor Networks Applications
GRADING PLAN

The term grade is computed using the formula:

40% - Performance (synthesis reports, memos, research article)

30% - Major exam grade (written performance, oral research presenttaion)
30% - Attendance/recitation/quizzes

Midterm Grade = 100%of the Midterm Grade

Final Grade = 50% of the Midterm Grade + 50% of the Final Term Grade

CLASSROOM RULES OF CONDUCT

 1. Attendance:
a. Students who are absent for more than 20% of the total number of class hours (54 in a 3 unit course) may be dropped from the course /subject.
b. Any student who finds it necessary to be absent from class must present a letter of excuse to his/her instructor.
c. If a student’s absences reach ten (10) times, the instructor/professor may recommend to the Dean that the said student be dropped from the course or be
given a grade of 5.0.
2. Course requirements must be submitted on time.
3. Plagiarism is strictly prohibited. Be aware that plagiarism in this course would include not only using another’s words, but another’s specific intellectual
posts in social media. Assignments must be done independently and without reference to another student’s work. Any outside sources used in completing
an assignment, including internet references must be fully cited on any homework assignment or exercise.
4. All students should feel free to talk to the instructor face-to-face or through media during office hours.
5. Academic accommodations are available for students with special needs. Students with special needs should schedule an appointment with the instructor
early in the semester to discuss any accommodations for this course.
6.
Prepared: Noted: Noted: Approved/Disapproved:

RAMIL C. MOROSCALLO, EMD NARCISA S. BUREROS, EdD ALICE MAE M. ARBON, PhD
Associate Professor Program Chair, College Dean OIC, Office of the VPAA

Date: Date: Date: Date:

Date Revised: 8/14/20

 I
"'
I
-· -
I
I
I
I
I

emma M. Solidum is an
instructor who teaches different
business subjects at Jose Rizal
Me1norial State University -
Dipolog Ca1npus under the
College of Arts and Sciences.
She finished her Master in
Business Administration at
Andre Bonifacio College in
2018 and has completed her
academic requirements in her
Doctor of Business
Administration at Saint Paul
University in Du1naguete City.