...最近從ICMI電子報上看到一篇介紹新加坡保險公司NTUC的Contact Center得獎的文章, 文中介紹NTUC是家新加坡的Local保險公司, 卻能出類拔萃於全世界Fortune 100的Global保險公司, 贏得2008年的“Best of the Best in Customer Service”獎項, 並說出這家公司如何利用創新技術, 打造全方位高效率又能與客戶交心的Contact Center. 客服中心(Call Center)的觀念推廣開來之後, 企業與客人接觸的管道就不只是接客人的來電諮詢或要求服務異動, Telecom和IT技術昇級之後, VoIP和網路化的加持, Call Center已發展成Contact Center, 就是企業與客人接觸的任何管道都希望這一Contact Center來包辦處理, 舉凡任何的產品和服務諮詢, 售前/售中/售後的銷售和服務, 都可透過電話/email/SMS/WebChat/CyberCSR…等管道來服務或接待客人, 因為不是面對面接觸客人, 在銷售和服務的呈現方式, 更要給人親切感和信任感, 相關的作業流程更要有規範和前後一致性, 因為客人看不到你的表情和身體語言(除了目前推出的CyberCSR可以和客人視訊以外), 在說話語氣和溝通的技巧上, 更要能聽得懂客人的訴求和發揮同理心, 以客人的出發點來提供解決方案, 才有可能達到讓客人滿意的結果, 否則, 客人欲求不滿的情緒上昇之後, 就要更高技能的人來安撫客人, 做抱怨處理了. 經營Contact Center當然有很多的指標來衡量營運績效, 基本的服務水準(Service Level)和客戶滿意度(Customer Satisfaction)是不可少, 再針對不同的衡量向度可以在細分成多項指標, 看經營者較注重哪一向度的表現, 再各別要求, 加強Contact Center的質和量的表現維持一定水平, 並依公司戰略目標, 在執行面上逐步完成使命, 為公司省下大筆面對面接觸客人所花的錢, 還能利用電話和網路24*7*365無國界無時差的特性, 配上Data Mining和CRM的技術, 增加公司的銷售額, 並做完所有的產品諮詢和售後服務, 剩下要交給業務員去做的大事就是, 捧好公司這些VIP大客戶, 並收集相關的市場新鮮訊息, 另外再做些Contact Center無法完成的服務異動事務和催收呆帳, 事後回饋給Contact Center以追蹤結案. 至此, Contact Center包辦公司大小事, 提供的價值算是挺高的, 難怪目前大型企業分分建制自己的Contact Center, 並垂直和水平整合集團內旗下不同產業和領域的公司, 由一家主要Contact Center來包辦各家的銷售, 服務, 催收…的大小事, 每一Agent Team就代表一家公司的後勤部門, 後台的資料庫和相關電話電腦系統就要整合並識別每家的產品和服務特性, 將不同的客戶族群分派給相應熟悉此業務的Agent處理, 以完成整個集團開張一天的大小事, 並將所有服務記錄回寫系統存查, 並同時依集團CRM策略, 同步處理這一天來的交易記錄, 讓決策者能定時能收到想看的客戶經營計劃和進度報告, 任何的Campaign和Event的推出, 也不出此龐大系統的多工支援. 工作和生活能如此愜意自在, 強大的IT技術支援, 成熟的作業流程和豐富的客戶體驗是不可少的投入元素. _______________________________________ About...
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...Q NO.1 SKILLS FOR DRAFTING “Preparing legal instruments is the most pervasive of all the legal disciplines” (Dickerson 1986) According to Fox (2002) the excellence of contract drafting requires precise use of language so that it may be interpreted in same sense by each counterpart. According to author contract drafting in a skilled way required a clear understanding between parties to contract. A significant effort is required to achieve this goal. Fox (2002) has given the following four features of a skillfully written contract, 1) It is accurate-correctly expressing the deal 2) It is complete—addressing all possibilities 3) It is exact-absence of ambiguity and vagueness 4) It is able to withstand critical and hostile reviews CONVENIENCE FOR READER: According to Just (2008) it is the duty of drafter/lawyer to make the things clearer to the other party/client and make them understand the things that may appear insignificant at that time. Fox (2002) consider it essential for a lawyer/drafter to have capability to explain the complicated issues and concepts in easy way. Just (2008) suggests gauging the knowledge of other party/client. Author further recommends that not only contract should addressed the issues instead it should also best serve the purpose also. AVOIDING ORTHODOX WRITNG RITUALS Just (2008) criticizes the use of Doublets and Triplets in legal English for making document difficult to read and longer. In Modern practices doublets and triplets are avoided...
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...Assignment on Practice of International Bank Guarantee Mutual Trust Bank Ltd (MTB) and Bangladesh Perspective Prepared by Md. Ashraf Ali Senior Officer Mutual Trust Bank Limited Table of contents |Introduction |3-4 | |Guidelines (BB & URDG) |4-11 | |Practice of International Bank Guarantee at MTB |12 | |Problems |13 | |Recommendations and Conclusion |14 | Introduction A guarantor issues a guarantee usually a bank on behalf of an exporter. It is a guarantee to the buyer that the exporter will fulfill the contractual obligations. If these obligations are not fulfilled, the guarantor undertakes to pay a sum of money to the buyer in compensation. This sum of money can be anything from 1% to 100% of the contract value. Bank guarantee is one of the security instruments which can be utilized to reduce the risks or to recover the losses or damages involve in many business transactions to buyer and seller since it's...
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...Republic of the Philippines SUPREME COURT Manila FIRST DIVISION G.R. No. 126749 August 21, 1997 ERIBERTO M. SUSON, petitioner, vs. HON. COURT OF APPEALS and DAVID S. ODILAO, JR., respondents. PADILLA, J.: The issue in this case is whether or not a party litigant, whose complaint has been dismissed by a Regional Trial Court due to improper venue, can seek an authorization from the Supreme Court thru the Deputy Court Administrator to re-file his complaint in the court of proper venue without payment of the prescribed docket fee. This is a petition for review on certiorari under Rule 45 of the Rules of Court to review the decision 1 of the Court of Appeals in CA-G.R. SP No. 37311 which dismissed petitioner's petition for certiorari assailing the order of the Regional Trial Court (Branch 6) Cebu City which denied his motion to dismiss for lack of merit. The facts are not in dispute. On 15 November 1993, private respondent Odilao filed a P5.15 million civil suit for damages against petitioner Suson before the Regional Trial Court of San Juan (Branch 26), Southern Leyte. Private respondent claimed that petitioner made false and groundless accusations of graft and corruption against him before the Office of the Ombudsman, and thereafter caused their publication in a Cebu-based local daily under the headline "ODILAO SUED FOR GRAFT." According to private respondent, Suson's machinations had cast dishonor, discredit and contempt upon his person which besmirched his reputation...
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...MEANING, CHARACTERISTICS AND TYPES OF A COMPANY INTRODUCTION Industrial has revolution led to the emergence of large scale business organizations. These organization require big investments and the risk involved is very high. Limited resources and unlimited liability of partners are two important limitations of partnerships of partnerships in undertaking big business. Joint Stock Company form of business organization has become extremely popular as it provides a solution to overcome the limitations of partnership business. The Multinational companies like Coca-Cola and, General Motors have their investors and customers spread throughout the world. The giant Indian Companies may include the names like Reliance, Talco Bajaj Auto, Infosys Technologies, Hindustan Lever Ltd., Ranbaxy Laboratories Ltd., and Larsen and Tubro etc. 1.2 MEANING OF COMPANY Section 3 (1) (i) of the Companies Act, 1956 defines a company as “a company formed and registered under this Act or an existing company”. Section 3(1) (ii) Of the act states that “an existing company means a company formed and registered under any of the previous companies laws”. This definition does not reveal the distinctive characteristics of a company . According to Chief Justice Marshall of USA, “A company is a person, artificial, invisible, intangible, and existing only in the contemplation of the law. Being a mere creature of law, it possesses only those properties which the character of its creation of its creation confers...
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...LESSON : 1 MEANING, CHARACTERISTICS AND TYPES OF A COMPANY STRUCTURE 1.0 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.0 Objective Introduction Meaning of Company Characteristics of a Company Distinction between Company and Partnership Types of Company Summary Keywords Self Assessment Questions Suggested Readings OBJECTIVE After reading this lesson, you should be able to: (a) (b) (c) 1.1 Define a company and explain its features. Make a distribution between company and partnership firm. Explain the various types of companies. INTRODUCTION Industrial has revolution led to the emergence of large scale business organizations. These organization require big investments and the risk involved is very high. Limited resources and unlimited liability of partners are two important limitations of partnerships of partnerships in undertaking big business. Joint Stock Company form of business organization has become extremely popular as it provides a solution to (1) overcome the limitations of partnership business. The Multinational companies like Coca-Cola and, General Motors have their investors and customers spread throughout the world. The giant Indian Companies may include the names like Reliance, Talco Bajaj Auto, Infosys Technologies, Hindustan Lever Ltd., Ranbaxy Laboratories Ltd., and Larsen and Tubro etc. 1.2 MEANING OF COMPANY Section 3 (1) (i) of the Companies Act, 1956 defines a company as “a company formed and registered under this Act or an existing company”. Section 3(1) (ii)...
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...1: The concept of legal personality could be defined as a person with lawful characteristics and qualities of a natural person. Being a natural person was not always enough to be considered as a ‘legal person’. However, women and slaves had to deal with difficulties with the law considering societies back then had a different view of them being recognized by the law as having legal rights, protections, privileges, responsibilities and liabilities under the law. the term and common law idea of "legal person" is to be visible and have a legal standing which, in other means, to be able to attract legal rights and assume legal obligations. If, however, a person was not considered to be recognized by the law, the human being will then be considered as a species of property that can only be bought and sold,(Davies and Naffine at casebook, 26). In that period of time, the subjugated Africans that were brought to America or Europe did not reach a ‘legal status’, hence were not considered as legal persons. As a result of not being granted legal status, they were treated as property to be bought and sold; they did not have control or ‘protection’ of their own lives. This lack of legal status affected their lives over the years; they were “bought and sold, treated as an ordinary merchandise and traffic, whenever a profit could be made by it. This opinion was at that time fixed universal in the civilized portion of the white race.” (Brettle Dawson, 2101T S1_Introduction, Carleton University...
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...Legal Issues for Business Organizations Sole Proprietorship The sole proprietorship is the most common form of business and has been around for many years. It is the simplest form of business because it is owned and operated by an individual. Some advantages to choosing a sole proprietorship would be minimal state and federal regulations, which make it easy to control and manage. Another is the cost to start a Sole Proprietorship is minimal. It is a good form of business for someone who is starting out small. In many cases this type of business can be operated out of the owner’s home. All business decisions are made by the owner, therefore he or she is entirely responsible for the operations, financial and legal aspects of the business. Some disadvantage to a sole proprietorship would be. The owner has unlimited liability and his personal wealth and assets are at risk to claims against the business. Another would be that raising capital is difficult for a sole proprietorship and is usually limited to the owner’s personal funds or credit available based on his personal credit history. Another key point to a sole proprietorship is that the business is not required to file or pay taxes. The sole proprietorship is a tax reporting entity, not a tax paying entity so the business taxes are filed at the personal rate of the owner on his personal income taxes. Business Services Sole proprietorship (May 20, 2008). Retrieved on (March 9, 2010) from Iowa Secretary of State. http://www...
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...decision. Ethical decision making is an intricate process where individuals must consider impact of decisions or actions resulting from the decisions made on individuals or institution. The basis of ethical decision-making encompasses balance and choice (Levin & Mather, 2012). Law is one of the professions that demands practitioners to make ethical decisions to avoid messing up their clients and third parties. They are required to employ American Bar Association (ABA) Model Rules of Profession Conduct throughout their professional undertakings. In the paradigm case, Justin King is involved in an accident and this has resulted to lawsuit. The circumstances surrounding the incident call for due diligence from both defendant (Justin) and his legal team. As such, there are various issues affecting this situation. The first issue is whether the ethical duty of confidentiality applies to Justin’s situation. Various laws and regulations govern a lawyer’s conduct. As indicated earlier, ABA Model of Rules of Professional Conduct is a set of principles that governs the conduct of lawyers in their endeavors. To narrow it down, rule 1.6(a) of the ABA Model Rules of Professional Responsibility states, “A lawyer shall not reveal information relating to the representation of a client unless the client gives informed consent, the disclosure is impliedly authorized in order to carry out the representation or the disclosure is permitted by paragraph (b).” ABA Model of Prof’l...
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...Dr. Ram Manohar Lohiya National Law University SYNOPSIS Interpretation of Statutes “External Aid for Interpretation: Need and Utility” Submitted To- Submitted by- Ms. Samreen Hussain Utkarsh Kumar (Teaching Associate, Dr. RMLNLU) 5th Semester B.A. LL.B. (Hons.) Roll No. - 145 Title: External Aid for Interpretation: Need and Utility Introduction: The object of interpretation of statutes is to determine the intention of the legislature conveyed expressly or impliedly in the language used. There are lot of rules and doctrines that have been evolved by the jurists for the purposes of determining the intention of the legislature. One of the rules and tools is the “external aid”. External aids are not part of the statute, unlike the internal aids. The court can consider recourse outside the Act such as historical settings, objects and reasons, bills, debates, text books, dictionaries etc. Recourse to external aid is justified only to well-recognized limits Objective: Researcher has two-fold objectives; the first being to present a conclusion that if there is actually any need of the external aid as a tool of interpretation, since there already exist a lot of other rules for this purpose? The second being that how the external aid has been used so far for the purposes of interpretation and if there is any scope for its better utilisation? Scope: The Project will be expanded so as so to cover almost every aspect related to the project topic. After the detailed...
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...under. There are three main business structures in which entrepreneurs must establish their business. The following paper will detail the three business structures along with the advantages and disadvantages that each hold. Sole Proprietorships The first and most simple form of a business is a sole proprietorship. Within this form of business structure, the owner usually owns and manages all aspects of the business. Additionally, taxes are not paid on a sole proprietorship as a company; instead the owner pays taxes off of the income that is received from the business. As in all business structures, there are both advantages and disadvantages to operating as a sole proprietor. The advantages of sole proprietorships are minimal legal costs of formation; owners have absolute control over decision making and the ease of business sale. The disadvantages of sole proprietorships are all business decisions are the responsibility of the owner, lack of interest for investments and total liability of the business. Individuals that are seeking sole proprietorship would need to conduct a personal assessment to determine if they are fit to handle a business entirely on their own. Partnerships Partnerships are...
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...Sole trader- This is an individual who is the only owner of their business; they do not have to pay registration fees but must register themselves as self-employed. Sole traders can employ people however they are still the full owners of their own business which means that they are entitled to all the profits made by the business. The disadvantage about being a sole trader is that the business is completely dependent on the owner, their personality and the business can either succeed or fail on you. Sole traders are the most common types of ownership in businesses because the sole trader can make all the decisions himself without depending on others. Sole traders also have unlimited liability, the problem with this is that the owner is personally liable for the debts the business gets and this is risky for businesses who need a lot of money to invest. A Public limited company is where the others can buy shares into the business and - cost, paperwork A limited company is a company in which the liability of members or subscribers of the company is limited to what they have invested or guaranteed to the company. Limited companies may be limited by shares or by guarantee. And the former of these, a limited company limited by shares, may be further divided into public companies and private companies. Who may become a member of a private limited company is restricted by law and by the company's rules. In contrast anyone may buy shares in a public limited company. Things...
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...Niels Laasholdt Steen Sloth Gitte Størup Marianne Poulsen BUSINESS ECONOMICS – AN INTRODUCTORY CASEBOOK FOR THE COMMERCIAL UPPER-SECONDARY COURSE (HHX) 1 BUSINESS ECONOMICS – an introductory casebook for the commercial upper-secondary course (HHX) © 2005 the authors and Systime A/S Copying from this book is only permitted subject to agreement between Copy-Dan and the Danish Ministry of Education. External editing: Knud Erik Bang Cover: Valentin Design Typeface: Adobe Garamond Pro 11/14 Graphical layout and production: Valentin Design 1st edition, 1st impression ISBN 87-616-1304-5 Skt. Pauls Gade 25 DK-8000 Århus C Tlf. (+45) 70 12 11 00 www.systime.dk Table of contents Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 1. Companies and their context . . . . . . . . . . . . . . . 1.1 Introduction . . . . . . . . . . . . . . . . . . . . . 1.1.1 The national economy . . . . . . . . . . . . . 1.1.2 Business economics. . . . . . . . . . . . . . . 1.1.3 Private finances . . . . . . . . . . . . . . . . . 1.1.4 The content of this textbook . . . . . . . . . . 1.2 What is a company? . . . . . . . . . . . . . . . . . 1.3 Types of company. . . . . . . . . . . . . . . . . . . 1.3.1 Production companies . . . . . . . . . . . . . 1.3.2 Trading companies . . . . . . . . . . . . . . . 1.3.3 Service companies . . . . . . . . . . . . . . . 1.4 Company functions. . . . . . . . . . . . . . . . . . 1.4.1 Functions in a trading company . ....
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...A possible offence for Harry is Unlawful Act Manslaughter; the Actus Reas of unlawful act manslaughter is the unlawful killing of a human being. The prosecution must prove that the defendant has committed an unlawful criminal act which has resulted in the death of the defendant In the case of Lamb there was no initial crime as they believed a bullet could only be fired when it was in the chamber opposite the guns hammer so neither expected it to fire In this case the unlawful act was speeding up and driving directly at Kim making her fear force. As well as fearing unlawful force the initial crime must be dangerous to establish whether it was dangerous the objective test is used, this is whether a reasonable person would recognize the act could at least cause some harm to the victim. In Dawson the defendant attempted to rob a garage wearing a mask and carrying a fake gun and a pick axe handle, the 60 year old V had a heart attack shortly after but because the cause was unknown the defendant wasn’t guilty, whereas in RvWatson the defendant burgled the house of a very frail 87 year old, he died of a heart attack, it would be obvious to a reasonable person that a man in his condition would be vulnerable to shock. In this case Harry driving at speed towards Kim was dangerous a reasonable person would recognise the risk of driving at someone at speed. . It must be an act an omission is not sufficient, In RvLowe he neglected his child and as this is an omission so therefore he wasn’t...
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...FACTS: Bart has mislaid his personal property and is offering a reward for its return. Alan hasfound Bart’s property and is demanding the reward as a pre-condition to its return. ISSUE: The issue in this case is whether Alan can demand the reward as a pre-condition to the return of Bart’s property, under Oregon law. RULES: In MacFarlane v. Bloch, 9 Ore. 1 (Or. 1911), the plaintiff, MacFarlane, found a pocketbook which contained promissory notes worth $1,000 belonging to the defendant, Bloch. Plaintiff withheld the notes demanding the reward be paid before their return. The defendant refused to pay the reward and had the defendant arrested for larceny. Subsequently, the plaintiff filed a suit against the defendant for the reward and prevailed. The state’s highest court found that if the plaintiff had made a good faith attempt to locate the true owner for the purpose of returning the lost property, they would be entitled to the reward. In Watts v. Ward, 1 Ore. 86, 88 (Or. 1854), the plaintiff found horses owned by the defendant, Ward. While being returned to the owners, the finder used the horses for work purposes where they subsequently perished. The plaintiff contended that he was due monetary compensation for the expenses incurred while returning the lost horses to the defendant. The fact that the horses did not survive, the true owner asserted the belief that the finder was not entitled to payment. The instant court found that since a reward was not offered...
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