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Use telecommunications technology in receiving incoming and making outgoing calls
Topics covered include making the first contact with a customer via an outbound call, receiving and responding to customer inbound calls in a timely and efficient manner, establishing a positive relationship with the customer, how to use the customer contact centre/call centre telephone system, how to take and leave meaningful messages and how you can ensure customer details are kept private and confidential.
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Use specific enterprise systems to satisfy customer requirements
Focuses on a customer contact centre database system called PRESTO and leads the student through a series of activities designed to develop familiarity with the database system, including inputting and modifying or updating customer records and searching for information.
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Use multiple information systems
Access a range of information systems, process customer information using multiple information systems and identify and rectify information system and processing errors.
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Maintain quality system and continuous improvement processes within work/functional area
This resource covers the skills and knowledge required to ensure that quality system requirements are met and to initiate continuous improvements within the work/functional area. It contains activities and resources to facilitate self-paced learning. Topics include: develop and maintain quality framework, encouraging team participation, maintain quality documentation, provide training in quality systems and improvement processes, optimise and report performance and evaluate relevant components o
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Conduct an internal audit of the quality system
This resource covers the skills needed to analyse an audit brief, determine the scope and prepare personnel for an audit which will include the collection of evidence and recommendations for improvement of the quality system. It contains activities and resources to facilitate self-paced learning. Topics include: preparing for the audit, conduct the audit, report findings and complete corrective action.
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Movie Maker
Practical exercise designed to develop skills in basic image and video editing and presentation using Windows Movie Maker, a freely available editing software that is part of the Windows Operating System. A local travel agency, Top Travel has asked us to produce a 30-second multimedia presentation for their web site promoting the various attractions on offer in this region. We need approximately 30 digital photos of the local area incorporated with a sound
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Consumer gas installations
This learning object covers the planning, sizing and the documentation of the lay out of consumer gas installations. It covers preparation for the planning, identification and confirmation of gas installation specifications and requirements, and the planning of the system layout and work finalisation processes, including records and documentation.
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Sanitary drainage systems
This learning object covers the planning, sizing and the documentation of the lay out of sanitary drainage systems. It covers preparation for the planning, identification and confirmation of system specifications and requirements, and the planning of the system layout and work finalisation processes, including records and documentation.
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Stormwater drainage systems
This learning object specifies the outcomes required to plan, size and document the layout of surface and sub-soil stormwater drainage systems. It covers preparation for the planning, identification and confirmation of system specifications and requirements, and the planning of the system layout and work finalisation processes, including records and documentation.
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Domestic treatment plant disposal systems
This unit of competency specifies the outcomes required to plan, size and document the layout of domestic treatment plant disposal systems. It covers preparation for the planning, identification and confirmation of system specifications and requirements, and the planning of the system layout and work finalisation processes, including records and documentation.
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Hot and cold water services and systems
This learning object specifies the outcomes required to plan, size and document the layout of hot, tempered and cold water services and fire hydrant and hose reel systems for multi-floor buildings. It covers preparation for work, identification of water service and system requirements, planning the service and system layout and completion of work finalisation processes, including records and documentation.
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Advanced Quality Concepts: Trainers Guide
Trainers Guide. This unit is designed to help you meet the requirements of the module Advanced Quality Concepts. It has the following learning outcomes: Discuss the importance of quality, basic concepts of quality management and quality improvement and the links with productivity, economic advantage and standard of living. Discuss the characteristics and practices of customer focussed organisations. Identify and discuss various quality improvement models and apply quality improvement tools. Iden
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Monitor and investigate chloramination disinfection processes
This learning object contains resources and activities that focus on monitoring and investigating the chloramination disinfection processes in a water treatment plant. The key areas are: check the SCADA system, inspect plant equipment and examine the inline instruments. The task is to investigate the alarm by monitoring and investigating the chloramination disinfection process.
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Locate water quality problems
This learning object contains resources and activities that focus on locating water quality problems. The key areas are: knowing your system, reviewing system data and collecting water samples. The task is to investigate complaints and locate the water quality problems.
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Examining public health
New minor isn't just for students in health fields, but can also benefit those in majors like engineering, agriculture and sociology.
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POL335 Session 8 Spring 2012
POL335 Session 8 Spring 2012 International Politics with Hamoud Salhi Guest: Ferial Masry
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Mini project : 3D graphics and visualisation : presentation transcript
This is a Mini Project presentation about 3D graphics and visualisation. It is part of the 2009/10 BSc in Games & Graphics Hardware Technology (course number 2ELE0074) from the University of Hertfordshire. All the mini projects are designed as level two modules of the undergraduate programmes. The project involves developing a simple system which will allow students to understand the process and the main parameters involved in creating 3D visualization content for games and various applicatio
Author(s): University of Hertfordshire, School of Electronic

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Macaulay’s method and poisson’s ratio : document transcript
This is a document transcript for Macaulay’s Method & Poisson’s Ratio (Edexcel HN unit – Mechanical Principles (NQF L4)). It examines a method of analysing the bending moment and shear force distribution along a uniformly loaded, simply supported beam. The method used is Macaulay’s and the stages involved in this method are described in detail. The method also determines the position of the maximum bending moment, the slope and deflection at this point. Poisson’s ratio is the ratio bet
Author(s): Leicester College Technology and Engineering Centr

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Historical skills : dating documents
Explains the different dating conventions employed in historical documents. For example, the system of dating by reference to a religious feast day and the year of the reigning monarch has little in common with the modern calendar. Even where a recognisable date is provided, it may not be what it at first appears.... The resource includes a glossary, bibliography and translation of relevant Latin numbers/phrases. Illustrative images of items from our collections appear throughout.
Author(s): University of Nottingham. Dept. of Manuscripts and

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Ethics and Midwifery Research
A power point presentation providing a lecture and activities that will look at the orgins of modern ethical thinking. It describes the system of ethical governance in the UK and looks to introduce the main ethical research issues and explore some of the dilemmas that researchers face.
Author(s): Catherine Angell (Bournemouth University)

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