Sugar

Small Houses 2009

OCR iPro level2 Providing Customer Service

Name: Richard Johnson School: Winterhill School Introduction

My name is Richard Johnson. I am currently employed by Minute Solutions as an advisor Minute Solutions is a large company that advises other toy stores by giving advice on maintaining their technology and content management

As an advisor at the company, I have been asked to review the situation at Small Houses, Small Houses is an company that that supplies items such as furniture ,flooring, wallpaper and lighting.

They have recently created a website to where customers from around the world can browse the stock at Small Houses although the site doesn’t yet support any forms that allow customers to pay via the internet.

Contents

Unit Requirements Task 1 -Identify senior staff at Small Houses

Identify the types of end users in fancy fishes

The end users that are employed by Small Houses are as follows -The owner -Administration staff -Warehouse staff

Training needs for the End-Users

Each group of end users at Small Houses have different training needs and end-user requirements, almost most of all the staff at fancy fishes will need an ECDL course, this course will help them learn the basic word processing, spreadsheet training and an e-mailing course. If all employers in the company enrolled in ECDL and improve their computering skills it will make orders correct and complete, a lot more quickly and will keep payment details up to date

Methods for the end-users to record their training needs

The appropriate methods that end-users could use to record their training needs are as follows • Survey • Questionnaire • Interviews

Appropriate sources of technical information

The appropriate sources of technical information includes • Google • Help • Forums • Manufacturers website

Task 2

Process of identifying existing hardware/software

Identifying existing software To view existing software in a pc, Click " Start " on the taskbar and then click on the " Control Panel " icon as shown below.

Please doubleclick the " Add or Remove Programs " icon:

Identifying existing hardware and software Start the Add/Remove Hardware Wizard using Add/Remove Hardware item in the Control Panel.

1. Click Next until to start installing the device.

2. Select Add/Troubleshoot a device and click Next.

Summary of existing hardware and software

Methods of identifying Usage of existing hardware and software

summary of the Usage of existing hardware and software

potential improvements in existing hardware and software

identify existing automated procedures

Routine/complex automated procedures

Routine automated procedures -Virus scans -disk scans -disk defragmentation -backing up

Routine automated procedures would benefit fancy fishes in many ways, for example a routine virus scam, programmed to scan daily as a background process can keep the systems working at optimum performance. Disk Defragmentation can compress all of the saved data into one area of the disk making loading and booting time faster.

Complex automated procedures are -Log-in checks -batch file checks -complex queries -mail merge procedures -macros to complete tasks

If Koi consultancy wanted to secure their network they could use password protection and a captcha

A password is a secret word or string of characters that is used for authentication to prove identification to prove identity or gain access to a resource

A Captcha is a type of challenge-response test used in computing to ensure that the response is not generated by a computer. The process usually involves one computer (a server) asking a user to complete a simple test which the computer is able to generate and grade.

Automated routine virus scanners can keep the system free of viruses

such scanners are as follows: Nod32 Eset smart security MacAfee Norton360 Panda security AVG Bullguard

Summary of existing hardware and software

Team working

Team members Richard Johnson

Luke Werra

Daniel Hartley

Roles/ Responsibilities

Richard Johnson hardware / software manager

Luke Werra Admin

Daniel Hartley co-ordinator

Minutes

Details of meetings 10/03/09 people present- Danny, Richard, Luke 2:30pm Topics covered- in today’s discussion we sorted out the teams roles responsibilities

Issues- I wanted to be a software manager, as did Luke, after a discussion Luke decided to take on the responsibility of Admin, and I agreed to take the role of software, and hardware manager

12/03/09 people present- Richard, Luke 11:30am Topics covered-today, we discussed, and each created a word document to show on how we would find out about what hardware and software is installed on the pc’s at fancy fishes

17/03/09 people present- Danny, Richard, Luke 14:30pm Topics covered- we have discussed what routine automated / complex automated procedures could be used at fancy fishes, to help improve their systems.

19/03/09 people present- Richard, Luke 11:32am Topics covered- we have discussed what security can be put in place to make a safer, secure networking environment for fancy fishes.