A Knowledge Management Framework for call centre in a Telecom Company Literature review

A Knowledge Management Framework for call centre in a Telecom Company - Literature review Example It can aid the employees within an organisation, and that includes the top level managerial staffs to the ground-level employees, and even the employees working in the field outside. Thus, one of the key goals of knowledge management is to ensure that the employees have the information they need; at the times, whey they need it, to give effective performance. This is applicable to employees in organizations in various industry sectors, where knowledge or the collected data may play a key role. Call centres are becoming a key industry sector of their own, operating independently or in association with organizations from other major industry sectors like Telecom. With the development of advanced communication technologies, Telecom companies are proliferating and are impacting the people’s lives in various ‘spheres’. Organizations in the Telecom sector are optimally using call centres as an extension of their functioning, and importantly to manage the knowledge and p rovide customers apt services. Call centres, or their contemporary successors contact centres, are the preferred and prevalent way for many companies to communicate with their customers. However, perhaps the greatest challenge of running a call centre is to ensure that the customers are provided with the right information in a timely fashion. This is where the KM comes into the picture, and aids the companies to do that exactly. Although, KM has a number of practical tools and strategies to meet this challenge but to leverage the potential of these tools organisations must understand how to implement KM especially in their call centre department. In telecom companies, knowledge in any form is indeed valuable and so managing these ‘knowledge entities’ or information are important for the success and even the survival of the organizations. Call centres could do it aptly, if a framework of best practices is formulated. These best practices could aid in the management of kn owledge or information about the company’s products as well as the about the customers. So, the aim of this report to develop a KM system or framework of best practices to support the call centre in a Telecom Company in order to improve its customer service performance and the company’s competitiveness. In that direction, this report will do a literature review on the topic of KM in a general manner, and focusing on its applications in the Telecom sector as well as in call centres. Then the report will discuss the proposal for KM in call centre, by coming up with an optimal framework of best practices. Literature review KM- A background As Tiwana (2000, p.7) states â€Å"Knowledge management enables the creation, communication, and application of knowledge of all kinds to achieve business goals.† Seiner (2000) further expands on this aspect of KM by stating, â€Å"Knowledge Management envisions getting the Right Information within the Right Context to the Right Person at the Right Time for the Right Business Purpose†. Thus, when viewed from an overall perspective, KM is a discipline that aids in the process of knowledge creation or accumulation and thereby helps the employees to access that knowledge, when there is a need. This access of knowledge can positively impact on the employees’ performance, thereby improving the service provided to the customer,

Dichloro-diphenyl-trichloroethane Article Example | Topics and Well Written Essays - 1000 words

Dichloro-diphenyl-trichloroethane - Article Example It is evident that the effect of DDT as an indoor residual insecticide (IRS) lasts longer i.e. for approximately 6 to 12 months unlike other insecticides used to control malaria vectors whose effect lasts for only 2 to 6 months. In addition, other disease causing vectors are repelled by DDT thus forced to migrate to other locations (Atkinson, 2009). Once DDT is absorbed into the body of insects and pesticides it immediately destroys them by affecting their nervous system. DDT inhibits the neurons where it opens up sodium ion channels. This causes the channels to fire up spontaneously leading to death of the affected pest or insect. DDT also acts on the shells of mosquito eggs thinning them to the extent of destroying the life of the pupa. This is because DDT manages to impair the shell glands that are supposed to excrete calcium carbonate to aid in the development of the egg (Hayes, 2010). Therefore, DDT provides a simple and sustainable pest control strategy that is suitable for mos t of the mosquito prone regions. However, due to health and environmental concerns brought forth by the use of DDT, this chemical should only be used with extreme caution to ensure all the stipulated requirements are followed and there is no other safer and affordable means that can be used. This is because the prolonged use of DDT causes environmental degradation, infertility, breast cancer, genital birth defects, brain damages and diabetes. DDT is quite stable and thus does not degrade that easily. In fact, it has the ability of remaining active for decades. On the other hand, it is not soluble in water therefore it is not washed away easily from the soil. These two facts are the core reasons for the development of the myriad controversies surrounding DDT in regards to its safety towards health of human beings, plants and animals and the safety and sustainability of the environment. As a result, it has raised a paradigm because it is not ethical to let people die from malaria and yet the effect of malaria can be curtailed by the use of DDT. On the other side, it is also not ethical to continue supporting the prolonged use of DDT since it poses a risk to the human population and the environment (Hayes, 2010). Unfortunately, the volume of sprayed DDT in households is gradually increasing to alarming rates. In fact, quite scary results were revealed according to a conducted study in the volume of semen and sperm count in males living in households that use DDT. The sperm count and semen volume of the male with high levels of DDT in their blood were extremely low when compared to others. Moreover, DDT is absorbed into body tissues and can even be transferred to infants through breast milk. In addition, DDT has a stable chemical structure thus making it possible for the chemical to stay in the environment for decades without degrading. These facts are supported by the adverse results that DDT had in America when it was sprayed to control the spread of mosquitoes and crop pests. Its effects nearly wiped out all the pelican and bald eagles (Atkinson, 2009). However, in most of the developing countries other alternatives of controlling mosquito vectors including the use of bed nets that have been treated with insecticides and use of anti-malaria drugs are not as effective as the use of DDT. This is in contrast to most developed countries where the DDT alternatives are relatively effective. This is

Chinese Traditional Religion Essay Example for Free

Chinese Traditional Religion Essay Religious practice in China today has elements as old as the Shang and Zhou dynasties and, dating from the Song dynasty (960–1279 CE), is marked syncretism–the combining of different forms of belief or practice. A good example is the construction of temple altars. It’s not uncommon to find Buddhist and Confucian figures in a Daoist temple. Nor is it extraordinary to see a self-professed Buddhist offer incense at a Daoist temple to a historical figure known for his Confucian virtues. China has been a multi-religion country since the ancient times. It is well known that Confucianism is an indigenous religion and is the soul of Chinese culture, which enjoyed popular support among people and even became the guiding ideology for feudalism society, but it did not develop into a national belief. It makes the culture more tolerant to others, thus, many other religions have been brought into the country in different dynasties, but none of them developed powerful enough in the history of China and they only provide diverse people more spiritual support. Confucianism, not a real religion, is just an ethical and philosophical system, which developed from Confucius’ thoughts and later was treated as a kind of belief to educate common people. Confucianism is a Chinese ethical and philosophical system developed from the teachings of the Chinese philosopher Confucius (Master Kong, 551–479 BC). The Confucius’ teachings contained the beginning of a system of thought and behavior that developed into a sophisticated ethico-religious tradition. Confucianism was adopted by the Han dynasty (206 B. C.E-220 C. E. ) as the intellectual basis for its system of government and its educational program for training officials. Confucius emphasized principles for self-guidance. The key to producing a harmonious life, he wrote, is in how we treat others–our ancestors, leaders, parents, spouses, neighbors, and friends. Two other concepts that were predominant in Confucius’s worldview were Tian (Heaven) and Dao (Way). His heaven represented a celestial power connected with the will of mighty ancestors, such as the widely known Yao, Shun, and Yu. The Way, on the other hand, constituted a natural path for humanity. Whereas Heaven emphasized choice, the Way required a yielding heart-mind (xin); both were crucial for achieving harmony in the earthly realm. Daoism is one of China’s major religions indigenous to the country. The primary belief is in learning and practicing â€Å"The Way† (Dao) which is the ultimate truth to the universe. Also known as Taoism, Daoism traces its roots to 6th Century BC Chinese philosopher Laozi wrote the iconic book Dao De Jing on the tenets of the Dao. In the 1,800 years, Taoism influenced the local culture deeply, especially on traditional medicine and literature. Based on some theories of alchemists such as Wei Boyang in Eastern Han Dynasty, different kinds of medicine prescriptions were created by Sun Simiao and many other doctors. In literature, many fictional characters are closely related with Taoism, such as the Jade Emperor. Their philosophies, though, are like two sides of a coin. Laozi emphasized harmony with the Dao–a referent to something that cannot be named–in order to achieve balance in life. To assist this process, Laozi taught his followers the concepts of non-action (wuwei) and shade and light (yin/yang–primordial, dynamic balancing of opposites). The principle of non-action meant that one should discern the natural course of things and cooperate with that movement. The teachings of Laozi and Confucius were not incorporated into a religious movement until the Han dynasty (206 BCE–220 CE). The result was a mix of philosophy and religion. Over the centuries that followed, both Confucianism (Rujiao—the teachings of the scholars) and Daoism (Daojiao—the teaching of the Way) developed elaborate rituals and sacred writings. To this day the philosophies of Laozi and Confucius, and the religious movements their lives and teachings inspired, exist in vibrant forms in Chinese, Korean, Japanese, and Vietnamese culture as well. When first introduced, Buddhism faced competition from followers of Daoism. While Daoism (also called Taoism) is as old as Buddhism, Daoism was indigenous to China. Daoists do not view life as suffering. They believe in an ordered society and strict morality, but they also hold strong mystical beliefs such as ultimate transformation, where the soul lives after death and travels to the world of the immortals. Because the two beliefs were so competitive, many teachers from both sides borrowed from the other. Today many Chinese believe in elements from both schools of thought. Buddhisms popularity, led to the quick conversion to Buddhism by later Chinese rulers. The subsequent Sui and Tang Dynasties all adopted Buddhism as their religion. The religion was also used by foreign rulers of China, such as the Yuan Dynasty and the Manchus, to connect with the Chinese and justify their rule. The Machus strived to draw a parallel between Buddhism. a foreign religion, and their own reign as foreign leaders. Despite Chinas shift to atheism after the Communists took control of China in 1949, Buddhism continued to grow in China, especially after the economic reforms in the 1980s. Today there are an estimated 100 million followers of Buddhism in China and over 20,000 Buddhist temples. It is the largest religion in China. For most people in China, there is no problem with mixing religious practices. Unlike some other cultures, where religious syncretism and even tolerance are viewed with skepticism or condemnation, the Chinese have always had the ability to select the religious practices and teachings that work best for them at the moment. If a certain deity doesn’t answer a supplicant’s petition, then it’s on to the next temple and deity. In general religious pluralism simply adds to the many options from which the Chinese can choose on their journey toward a harmonious life.

Intriguing Use of Plot in William Faulkners A Rose for Emily Essay

Intriguing Use of Plot in William Faulkner's A Rose for Emily The plotline of standard narratives would most aptly be diagramed as a triangle, with the rising action on one side, the falling action on the other side, and the climax marking the angle at the apex. The diagram of the plotline of William Faulkner's "A Rose for Emily," however, would look like a simple line with a positive slope. The story's chronology is abandoned in favor of a simpler and more effective geometry. Faulkner discards the method of unfolding events in the order of their occurrence. Instead, he raises tension in the reader and creates a climate of curiosity through revealing events in ascending order of intrigue. The beginning of Faulkner's story is the end for Miss Emily. Faulkner presents images of the townspeople dutifully attending the funeral of this fallen fixture. As soon as the reader becomes acclimated to this setting, however, Faulkner subtly takes the reader back in time: "Miss Emily had been a tradition, a duty, and a care; a sort of hereditary obligation upon the town, dating from that day in 1894 when Colonel Satoris, the mayor, [. . .] remitted her taxes" (Faulkner 75). Faulkner inserts exposition into the middle of what was a section of falling action. Rather than returning the reader to the scene of Miss Emily's funeral, Faulkner trudges forward from 1894, bringing the reader up to date on the issue of Miss Emily's taxes. While explaining the exemption from taxes in Jefferson that Miss Emily enjoyed, Faulkner craftily incorporates the fact that Miss Emily "ceased giving china-painting lessons eight or ten years earlier" (76). Miss Emily is now dead, having refused to pay her taxes and having retired from her china-painting t... ...horrifying truth of Miss Emily's murder of Homer Barron for the final section of the story, and introducing Emily's necrophilia in the story's closing sentence, speaks volumes about Faulkner's abilities in his craft. He has successfully arranged the events of a disturbed woman's life to present them in order of interest and excitement rather than in traditional chronological order. This use of plot enables Faulkner to write a great ghost story, because a ghost story needs to end on this kind of high note. Faulkner creates a plot line that resembles the upper line of a crescendo, a graph of emotional tension that starts at the lowest of points and travels steadily upward to the highest of human horrors. Works Cited Faulkner, William. "A Rose for Emily." The Bedford Introduction to Literature. Comp. Michael Meyer. Boston: Bedford/St. Martin's, 2002. 75-81.

Case Presentation “Please Dont Let Me Die” Essay

The ethical principal showcased in this case presentation was beneficence. The nurses were not thinking beneficially of the resident in any aspect of their practice. A professional nurse would not consider leaving a floor with only three nursing assistants to care for 100 patients. The nursing assistants do not have the authority to manage a floor, the license to ensure patient care, nor do they possess the required knowledge to assess patients or delegate tasks. The institutional constraint would be the state of severe understaffing. For a facility of one hundred patients to be cared for by only three nurses significantly lowers the standard of care. According to a chart in the Journal of Scholarly Nursing (2010), Ohio standards are to have a ratio of one licensed nurse to every fifteen direct care patients in a nursing home facility (p 91). This presentation, even with the ten additional nursing assistants, was still understaffed with these standards. Although understaffed, the nurses are culpable because the patient was not thoroughly assessed. As a part of the scope and standard of nursing, an assessment would have revealed the need for a focused assessment. The focused assessment would have directed the nurses to signs and symptoms of the bowel obstruction, or led to further investigation. Provision Six is associated with the presentation in that it is essentially concentrating on ethical decision making in the workplace. Stated in Provision Six (2010), â€Å"Professional nurses make decisions that significantly affect the lives of others on a daily basis† (p.72). The nurses caring for Loren Richards should have used Provision Six in deciding when to take a break. There are several characteristics I would have changed about the presentation. Firstly, none of the nurses voiced the aversion for the short staffing. I feel strongly about this being a issue and would have mentioned something to management or the director of nursing. Secondly, the amount of professionals taking a break at the same time was exceptionally unethical. Scattering breaks throughout the shift would have been a more superior decision. Finally, pain is the fifth vital sign and when a patient is complaining, it is a nursing standard to assess. To add vomiting to his signs, and no action was taken, is complete contrary to my nursing practice. References Harrington, C., Choiniere, J., Goldmann, M., Jacobsen, F., Lloyd, L., McGregor, M., & †¦ Szebehely, M. (2012). Nursing Home Staffing Standards and Staffing Levels in Six Countries. Journal Of Nursing Scholarship, 44(1), 88-98. doi:http://dx.doi.org.proxy.library.ohiou.edu/10.1111/j.1547-5069.2011.01430.x Olson, L. (2010). Provision Six. In Guide to the Code of Ethics for Nurses (p. 72). Silver Spring , Maryland: nursesbooks.org.

The Strange Case Of Dr. Jekyll And Mr. Hyde - 2147 Words

The Duality of Humanity Often in situations regarding conflict, a question of morals arises. Conflict is reduced to a battle of â€Å"good versus evil† in order to make a distinction between options and determine an outcome. However, good and evil are not entirely separate entities within humans; rather, actions fall on a scale between the two extremes making the morality of such actions difficult to judge. The ability to separate the opposing forces of good and evil within an individual is a topic discussed extensively by Scottish author and poet Robert Louis Stevenson in his fictional novel â€Å"The Strange Case of Dr. Jekyll and Mr. Hyde†. Stevenson also discusses the effects that class, appearance, and public opinion can have on the morality†¦show more content†¦Jekyll is drawn to an experiment concerning human nature both by his own belief â€Å"that man is not truly one, but truly two† (104) and his desire to indulge once again in the wilder as pects of life without the judgement of society. Anxious to experience a pleasure not afforded to a man of his class and reputation, Jekyll sets about using science to prove his theory of an individual being both moral and immoral. Jekyll, through this experiment, allows himself to experience the pure evil he believes lies within each person without fear of facing consequences socially or monetarily for his actions. Despite the chaos and wickedness of his actions when left unchecked by a moral figure, Jekyll maintains his conscience to a degree that he is aware that he must be stopped. Jekyll is seen constantly conflicted by his decisions, at war with his decision to partake in his social experiment. Choosing to die rather than allow the destruction caused by said experiment to continue, Jekyll commits suicide as an act of heroism that conveniently also salvages his reputation(Singh and Chakrabarti). In order for Jekyll to stop Hyde’s unruly and destructive behavior, he must not only kill Hyde but himself as well in the process. Jekyll’s conscience maintains the idea that while good, and evil are equipotent, good conquers evil due to the ability of conscience to recognize times in which wrongdoing crosses an unspoken line and take necessary precautions

This Paper Will Be Discussing A Character From A Tv Series

This paper will be discussing a character from a TV series Dexter and his actions are looked at under the light of different ethical philosophies. The character Dexter Morgan’s actions are looked at differently in each these theories. Actions of Dexter will be talked about in context with many different moral philosophies that includes: Utilitarianism, Economical Ethical Theory Consequentialist Theory, Rights Theory, Processists, and Divine Command Theory. Before discussing the ethical theories and morality behind Dexter, It is necessary to understand the basics of his story. It began when Dexter Moser was 3 years old and his mother was murdered in front of him in an extremely bloody fashion. This child was left sitting alone in his†¦show more content†¦In this case Dexter have a preference for murdering people. He maximizes his utility and not get caught by working with his controls such as the law. The fact Dexter is maximizing his utility his actions are right in t he world of economics. Killing people raises Dexter’s utility, but the utility of his victim’s is lowered. Does Dexter’s advantages exceeds his victims cost? What about the expense and advantages to the society? Dexter is killing killers. Productive people of society were harmed by these murderers. Dexter is killing people who killed other people. Getting these murderers off the street benefits society. Society is running more efficiently by getting there killers off the society. â€Å"If the gain to the gainers, in terms of the units of exchange, is greater than the loss to the losers, one might define allocation A as more efficient than allocation B We will use this as a simple definition of efficiency.† (Morey). The murdering of these people also generates an externality. The victims have loved ones. Friends and family will always wonder what happened to their loved ones because the police never find the bodies. Society benefits from the actions of Dex ter and Dexter’s utility increases. Dexter is acting in the eyes of economics. What is Utilitarianism? Utilitarianism is a philosophical view or theory about how we should evaluate a wide range of things that involve choices that people face. Among theShow MoreRelatedMarvel vs Dc1428 Words   |  6 PagesNo, it’s a paper about the makers of them comic books! â€Å" There’s no question that the battle between comic book companies will never end. But nothing stands out more than the feud between Marvel and DC. With both companies, having their ups and downs, we can only compare whose moment is now, and whose moment is coming. With character development and storylines are too opinionated to compare, like comparing an apple with an orange, we can only judge on who’s making more money. 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