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Customer Journey: A tired passenger arriving at LHR terminal 5 with a…
Customer Journey:
A tired passenger arriving at LHR terminal 5
with a flight connection :sleeping:
HUMANISTIC APPROACHES
MASLOW’S HIERARCHY OF NEEDS
Several levels of need a person must strive for before reaching self-actualization
Physiological →safety →love/belonging →esteem →cognitive →aesthetic →self-actualization
Self-actualization
point at which people have sufficiently satisfied the lower needs and achieved their full human potential
Peak experiences
times in a person’s life during which self-actualization is temporarily achieved
Transcendence
search for spiritual meaning beyond one’s immediate self
Added to original theory much later
SELF-DETERMINATION THEORY (SDT)
there are three inborn and universal needs that help people gain a complete sense of self and whole, healthy relationships with others.
Autonomy:
need to be in control of one’s own behavior and goals (i.e. self-determination)
Competence:
need to be able to master the challenging tasks of one’s life
Relatedness:
need to feel a sense of belonging, intimacy, and security in relationships with others
Social context of an action has an effect on the type of motivation existing for the action
Wireless components
Wireless Network Interface Card (NIC).
A station consists of a computer and an NIC.
Stations share a radio frequency channel.
Wireless Access Point (WAP) requires a connection to a router, and the router requires a connection to a modem.
The WAP and the modem are often built into the router
Connecting to a wireless network
A wireless network requires a Wireless Access Point or WAP..
This broadcasts on a fixed frequency.
All devices within a range can connect.
The purpose of Wi-Fi
Wi-Fi is a wireless networking technology providing high-speed Internet and network connections.
Devices connect to the Internet via a Wireless network Access Point (WAP)
Wi-Fi 'hot spots' can often be found in cafes, hotels, libraries and other public places.
Network Topologies
A network topology is the arrangement of the various computing devices which make up a computer network.
Bus topology:
an arrangement where nodes are connected in a daisy chain by a single central communications channel.
Star topology:
an arrangement where a central node or hub provides a common connection point for all other nodes.
Physical star topology
Operation of a star network
Computers are connected to a central node.This is often a
switch
.
A
switch
sends each communication to the specific computer it is intended for
Advantages of a star topology
If one cable fails,only one station is affected, so it is easy to isolate problems.
Consistent performance even when the network is being heavily used.
No problems with "collisions" of data since each station has its own cable to the server.
More secure if a switch is used as data is sent only to the recipient.
Easy to add new stations without disrupting the network.
Disadvantages of a star topology
Can be expensive to set up because of the length of cable required.
If the central device goes down, network data can no longer be transmitted to any of the nodes.
Physical bus network topology
Operation of a bus network
All nodes are connected to a single backbone cable.
Each end of the backbone is connected to either a computer or a computer which stops signal "bouncing back".
Each node is passive.
Data is sent in one direction at a time only.
Only one computer can transmit successfully at any one time.
Advantages of a bus topology
Inexpensive to set up.
Devices can easily be added.
Good for small networks.
Disadvantages of a bus topology
Main cable is a point of failure.
Limited cable length.
Performance degrades with heavy use, owing to data "collisions".
Poor security.
Physical vs logical topology
The
physical
topology of a network defines how the devices are physically connected.
The
logical
topology defines how the devices communicate across the physical topologies.
A network wired in star topology behave logically as a bus network by using a bus protocol and appropriate physical switching.
One computer,not connected to any other computing device is called a "standalone".
As soon as you connect two or more computers together they form a
network
.
All networks fall into one of two categories:
Local Area Network (LAN)
Wide Area Network (WAN)
Wide Area Networks (WANs)
A Wide Area Network is generally defined to be one that relies on third party carriers or connections such as those provided by British Telecom.
WANs are typically spread over a large geographical area, even across continents.
Local Area Networks (LANs)
Two or more computers connected together within a small geographical area, for example confined to ont building or site.
Home Network
School Local Area Network
The main part of the Internet is known as the
backbone
.
This is a set of dedicated connections that connect several large networks at various points on the globe.
Each of these points are then connected to other regional networks, usually controlled by Internet Service Providers (ISPs)
The Structure of Ecosystems
Trophic Levels
Photosynthesis
dominant method
all energy input
feeding levels
contains
Decomposers
fungi
#
bacteria
bring energy into
members
autotrophs
primary producers
food supply
herbivores
preyed on
carnivores
#
secondary consumers
primary consumers
McKinsey (2017)
consumption
1 billion more to join a consumption class especially in examples like China
optimistic stance on 4IR
Critical factors for increasing the demand
technical feasability
the cost of both developing and deploying automation
the impact of labour market factors
regulatory and social factors
more jobs gains that losses
jobs will just inherently change
economic growth stimulated by automation will likely create a demand for additional work
he has a relatively compact definition of automation
By 2030 375 million workers globally would likely need a transition to a new occupation
'lost jobs, jobs changed, jobs gained'
half of the work activities that people are doing could theoretically be automated
three different projections 2016-2030- 1. slow change, 2. fast change, 3. mid-point
focus on midpoint
developed economies 20-27% work displacement by automation
emerging and developing economies displacement will be below 20%
Kay (2002)
East Asia
State
Protected industrial winners
by incentives, like subsidies etc
shift from ISI to EOI at the right time
relatively autonomous from dominant classes
economic nationalism vs. TNCs
Statecraft, timing and agrarian reform
Redistributive agrarian reform
creation of modern, small scale capitalist farmers
squeezed
modern technology
Latin America
The bourgeoise protected its interests
ISI
No shift from ISI to EOI
no agrarian reform and the 'wrong policies'
Leading classes too powerful
blocked agrarian reform
Users
Three Groups
Directors
Read/Write Access to General, Management, Policies
and Procedures Folders
Junior Staff
Read/Write access to General Folder and Read only access to Policies and Procedures Folders
Managers
Read/Write access to General Folder and Read only access to Policies and Procedures Folders
Desktop
Companies Logo as background
Shortcut Icons
Google Chrome
Calculator
Word
Spreadsheet
File Explorer
Office
30 IT Users
Access to the internet
Networked PCs
Users
Three Groups
Directors
Read/Write Access to General, Management, Policies
and Procedures Folders
Junior Staff
Read/Write access to General Folder and Read only access to Policies and Procedures Folders
Managers
Read/Write access to General Folder and Read only access to Policies and Procedures Folders
Desktop
Companies Logo as background
Shortcut Icons
Google Chrome
Calculator
Word
Spreadsheet
File Explorer
Office
30 IT Users
Access to the internet
Networked PCs
Invest in Real Connections
Oxytocin calms the brain, reduce cortisol, better sleep, heart health, increased blood flow, more memory and plasticity, prevent cancer
Releases Oxytocin (Not Possible through SM)
Oxytocin is the love/cuddle chemical
Stay Hydrated
Be Mindful of Social Media
Takes you away from God (you don't remember God)
Prevents us from looking within for our joy, our values, purpose, makes us feel incomplete (like there's something's missing)
artificial, fake people out (keep your circle small but valuable)
Reason?
several engineers working to keep us hooked (don't let that happen)
Strong feedback loop (we seek, we find)
Release dopamine (good but excess is bad)
Rewards (pleasure)
So we need to find something even when there's nothing because we need the reward
Comparison Kills
Positives of limiting use:
Less anxiety, depression, FOMO (fear of missing out)
Take back control (nothing, no one's opinion holding you back)
Feel more satisfied with life (love yourself more)
Meaning
“Scientific Management consists in knowing what you (i.e. management) want men to do exactly;
Techniques
(D) Scientific Task Planning
What to do?
When to do?
How to do?
By whom to do?
Activities
(a) Routing
determining the path of production process.
(b) Scheduling
determining the starting and completion limits of each activity.
(c) Dispatching
issuing orders and assignments of work.
(A) Work Study
(i)
M
etho
d Stu
dy
subjecting work to systematic, critical scrutiny to make it more effective / efficient.
(ii)
Mo
tion S
tudy**
The main aim of motion study is to find the scheme of least wastage of labour.
Projecting experience in an analysis of surplus
Use a model capable of projecting items such as the income statement (revenue account) and balance sheet on the expected experience basis
Usually such a model will already exist, for example to the original pricing or profit testing model
It is important that the model is self-consistent, i.e. assumptions and different elements of the output are mutually consistent
The projected model output for each model point is scaled up by the expected number of contracts to be sold in each future year
Then, for each future year, the number of contracts still in force from previous years needs to be added in.
This enables expected future revenue accounts and balance sheets for the business to be built up.
Controlling claim/ benefit amounts
Monitor claims experience
Reinsurance
Good claims management systems
Provide rehabilitation services (income protection insurance)
Reduce future benefit payments, e.g. by increasing the age of eligibility or by removing an inflation link
Tight policy wording
Keep guarantees and options to a minimum
Policy excesses
Controlling expenses
Policy excesses so that small claims (and the associated expenses) are avoided
Ensure that underwriting and claims expenses are commensurate with the size of the claim
Variable charges/ premiums
Learner Experience
Skills certification
Leaderboards
Interactive
Super simple
Personalized recommendations
Mobile-first
VR/AR
Community/social network
Streamlined, save time, reduce time to find
Gamification
Microcredentialing
Repetition and re-inforcement
Process and approaches
Case studies from Slack and Udemy
In flow of work
Constantly challenged yet capable of moving up the learning curve
New learners: structured learning (macro)
More advanced learners: unstructured learning (micro)
Macro-learning approaches
Ex: MOOCs, lengthy and in-depth courses to get someone up to a level of comfort and effectiveness
Training
Teamwork Competencies
Planning and Task Coordination
Communiations
Conflict Resolutoin
Collaborative Problem Solving
Goal Setting and Performance
Cross-Training
Personal Clarification
Positional Modeling
Positional Rotation
Team Building
Team Process Training
Team States
Shared Mental Models
Cohesion
Potency
Transactive Memory
Communication
Communicator Issues
SIX SIGMA GREEN BELT
Improve Phase
Design of
Experiments (DoE)
Basic terms
DoE graphs and plots
Lean Tools
Waste elimination
Cycle-time reduction
Kaizen and kaizen blitz
Root Cause
Analysis
Control Phase
Statistical Process
Control (SPC)
SPC Basics
Rational subgrouping
Control charts
Lean Tools for
Process Control
Total productive
maintenance (TPM)
Visual factory
Control Plan
Analyze Phase
Identification
of a problem
Developing new products
Conducting market research
Product evaluations
Situational analysis
(SWOT)
Solution
Planning for
Manufacture
Selecting materials.
Preparing materials.
Sequence of operation.
Production of
drawings & diagrams
Prototype
development
Evaluating
& testing
Questionnaires & surveys.
Yes / Questions
Responses on a scale, (1-5).
Written responses.
Focus groups.
User trials.
(Kettle example)
How easy is it to use & understand?
transport train full :tired_face:
walk to a gates :relaxed:
e-passport gates separate party :fearful:
:silhouette: before moving passenger from e gates to agent,
agent should check if they were travelling with anyone
who has already passed through, and keep party together
Border agent processes party manually
Security queue
no plastic bags or bins available in queue :confused:
side-effect: a passenger discarded items from connecting flights on floor, an unrelated passenger picked them up.
long single queues
a single hold up frustrates many behind in the queue