Ppt Fazli English Oral 2

8/11/2019 Ppt Fazli English Oral 2

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1 Describe what is a process

2 Describe what is a procedure

3 Describe what are an instructions

4

Describe what is a enquiry

5 Describe what is a complaint


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?

A process is a series of steps and decisions involvedin the way work is completed. We may not realize it, but

processes are everywhere and in every aspect of our

leisure and work. A few examples of processes might

include:

Preparing breakfast

Placing an order

Developing a budget

Writing a work order Cleaning a room

Changing oil in a car

Putting gas in the car


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Product design must support productmanufacturability (the ease with which aproduct can be made)

Product design defines a productscharacteristics of:

Product designthe process of

defining all of the

companies productcharacteristics

appearance,

materials,

dimensions,

tolerances, and

performance

standards.

the development of the processnecessary to produce thedesigned product.

ProcessSelection


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Step 1 - Idea Development - Someone thinks of a need and aproduct/service design to satisfy it: customers, marketing,engineering, competitors, benchmarking, reverse engineering.

Step 2 - Product Screening - Every business needs a

formal/structured evaluation process: fit with facility and laborskills, size of market, contribution margin, break-even analysis,

return on sales.

Step 3Preliminary Design and Testing - Technicalspecifications are developed, prototypes built, testing starts.

Step 4Final Design - Final design based on test results, facility,equipment, material, & labor skills defined, suppliers identified.


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Intermittent processes: Processes used to produce a variety of

products with different processing

requirements in lower volumes. (such ashealthcare facility).

Repetitive processes:

Processes used to produce one or a fewstandardized productsin high volume. (such asa cafeteria, or car wash).


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A fixed, step-by-step sequence

of activitiesor course of

action (with definite start and end points) that

must be followed in the same order tocorrectly perform a task. Repetitive

procedures are called routines.


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General design requirements:

Objectives and limitations on size, shape, weight, desired

precision, etc.

Nature of the loads to be carried,

Types of stresses produced by the loads, Type of material from which the element is to be made,

General description of the manufacturing process to be

used, particularly with regard to the surface finish that will be

produced, and Desired reliability.


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Specify the objectives and limitations, if any, of thedesign, including desired life, size, shape, and

appearance.

Determine the environment in which the element will be

placed, considering such factors as corrosion potential

and temperature.

Determine the nature and characteristics of the loads to

be carried by the element.

Determine the magnitudes for the loads and the

operating conditions.


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Analyze how loads are to be applied to determine the

type of stresses produced.

Propose the basic geometry for the element.

Propose the method of manufacturing the element.

Specify the material from which the element is to be

made, along with its condition.

Determine the expected properties of the selected

material.

Specify an appropriate design factor.


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Determine stress analysis method.Compute the appropriate design stress for use in the

stress analysis.

Determine the nature of any stress concentrations.

Complete the required stress analyses at all points wherethe stress may be high.

Specify suitable, convenient dimensions for all features of

the element.


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Check all assumptions made earlier in the design toensure that the element is still safe and reasonably

efficient.

Specify suitable tolerances for all dimensions.

Check to determine whether some part of the componentmay deflect excessively.

Document the final design with drawings and

specifications.

Maintain a careful record of the design analyses for futurereference.


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Written or spoken directions for carrying out aprocedure or performing a task.

Effective instructions often include visual elements(such as pictures, diagrams, and flowcharts) that

illustrate and clarify the text.

instruction manual- a manual usuallyaccompanying a technical device and explaining

how to install or operate it.


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Instructions are a tool for consumers

to use to do something. Like any

other good tool, instructions must be

designed for use.

Think of their development not as an

effort of writing, but of engineering.

You design and build the instructions

so consumers can use them as a tool.

There are creative aspects to the

art of writing and illustration, but

these skills are used to fulfill the

design need.


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They can describe the actions or procedures necessary to

perform a task.

explain how a product works and applications for which it is

used.

describe how the product may be misused.

warn consumers about hazards (safety information).

encourage consumers to act in a safe and appropriate way.

meet legal obligations for duty to warn. meet regulatory requirements or standards for providing

certain information.


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Enquire or inquire?

The traditional distinction

between enquireand inquireis that enquireis to

be used for general senses of ask,

while inquireis reserved for uses meaning make a

formal investigation.

In practice, however, enquire(and enquiry) is

more common in British English whileinquire(and

inquiry) is more common in US English, but

otherwise there is little discernible distinction in theway the words are used.


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An inquiryis any process that has the aim of

augmenting knowledge, resolving doubt, or solving aproblem.

Each enquiry entails a different way to conceive

knowledge and the object to be known. Therefore, eachenquiry entails different questions and different methodsto

answer those questions.

Example: If the enquiry is based on design a t-shirt

What s the garment colour are offered? Wheres the logo

position in t-shirt should be put? Whats the size of the t-

shirt?


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Choose ONEmethod of communication: e-mail or mail. Please do not

send repeat enquiries and do not send the same enquiry by different

means. This creates confusion and delays.

The product enquiry form allowing customers to contact you via form to

enquiry specifically about that product. Example: The store managerreceived the email and can then reply to the customer directly.

Please include particular details of your information in your enquiry:

full family name

date of birth

mailing address

e-mail address, if you agree to e-mail communications

telephone numbers


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A complaint is a description of your problem and all theprocedures you have followed in order to resolve it before

reaching the point where you no longer know how to

proceed.

A complaint is defined as an oral or written expression of

dissatisfaction or concern you may have about facilities or

services provided by a company/parties or about actions or

lack of actions by its staff.


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Examples of poor complaint handling which we have seen

include:

not having any way for customers to make their complaints

to you

not having a system to record complaints

failing to acknowledge there is a problem

not taking responsibility for the problem, and repeatedly

giving the customer the run-around by making them deal

with other staff

blaming the customer for the problem, or saying no-one else

has complained


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lack of knowledge of the problem lack of knowledge of consumer law

taking too long to respond

having staff with no authority to make decisions to help the

customer

offering no solution or offering a solution which is unlikely to

resolve the problem

promising to contact the customer and not doing so.


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Reporting the problem

Ensure that your contact details are readily available to customerseg,

in the Yellow Pages of the telephone book.

Solving the problem

Following up after the problem

Making repairs

Having good systems in place ensures repairs are carried out correctly,

within a reasonable time, and that the customer is kept informed. This is

essential to ensuring the customer has confidence in your work.


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When the problem is reported

Thank the customer for bringing the problem to your attention. Treat the customer with empathy, courtesy, patience, honesty and

fairness.

Speak to the customer in person, and do not rely solely on written

complaints, or records of conversations.

Show the customer that you clearly understand their problem by listeningand taking notes.

Ask questions to clarify the situation.

Do not jump to conclusions, apportion blame, or become defensive.

Summarise back to the customer your understanding of the problem.

Respond to the problem quickly, tell the customer how it will be handled

and tell them when they can expect a response.

S l i th bl


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Tell the customer you are taking responsibility for dealing with the

problem.

Familiarise yourself with any background information. This could include

checking internal records, speaking to staff and checking how this

compares with the customer's version of events.

Be solution-focused by involving the customer in this process.

Make sure the customer is happy with the proposed solution before

going ahead.

Offer a solution that in the circumstances best meets the needs of your

business. For example, if the law says a customer is entitled to a repair,

you may be willing to offer a replacement if that is what the customer

wants. The cost of satisfying the customer is likely to be less than the

cost of losing them.

Make sure you do what you promised to do, and dont delay quick

action will keep customers happy, but stalling and delays will lose

customers. If there is going to be a delay, tell the customer.

Solving the problem


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Keep a record of the complaint, and what you have agreed with the

customer.

Invite the customer to inform you promptly if they are not satisfied.

Keep a record of all problems and complaints raised.

Use these records to help you evaluate your complaints handling

systems. They can help you identify recurring problems with particular

goods you sell or services you offer.

Check how well and how quickly your staff are handling complaints. Use

the information to decide

do I have an adequate way of handling each type of complaint?

do staff know what our policy is for handling the different types ofcomplaint?

what training do staff need?

do staff need better information about the product?

should I be stocking this brand?

Following up after the problem

Documents

Ppt Fazli English Oral 2