ALTHEA V.

DAVID 7-PASCAL TLE (REVIEWER)

BPO ( Business Process Outsourcing ) – Such as customer service, to a third – party service provider.

Contact Center ( Call Center ) – Is the service provider of an outsourced business task / process.

Contact Center Representative ( Call Center Agent ) – It is the person who handles incoming and
outgoing customer calls for an outsourced business task / process.

Personal Computer with Internet Connection – This is your main tool in assisting your customers.

IP Phone with Headset – This is your main tool in assisting your computer.

Personal Cubicle – This is your personal space.

What is a Computer – A computer is an electronic device that manipulates information, or data.

Hardware – Is any part of your computer that has a physical structure, such as the keyboard or mouse.

Software – Is any set of instructions that tells the hardware what to do.

Types of Computer

Desktop Computer

Laptop Computer

Tablet Computer

PC – This type of computer began with the original IBM PC that was introduced in 1981.

MAC – The mac computer was introduced in 1984.

Operating System – Is the important software that runs on a computer.

Application Software – An app is a type of software that allows you to perform specific tasks.

Computer Case – Is the metal and plastic box that contains the main components of the computer.

Monitor – Newer monitors usually have LCD ( liquid crystal display ) or LED ( light – emitting diode )
display.

Keyboard – Is one of the primary ways we communicate with the computer and enter data.

Mouse – Is a peripheral that is known as a pointing device.

Trackball – Has a ball on top, that can rotate freely.

Touchpad – Also called a trackpad is a touch sensitive pad.

Mouse Parts

Scroll Plastic Casing Left Clicking USB Right Clicking

Moving the Mouse – The mouse pointers being active on the desktop, move the mouse device anywhere
on the desk.

Left Clicking – Point mouse cursor at item and then click left mouse.

Right Clicking – Point mouse cursor at item and then click right mouse.

Double Clicking – Click the left mouse button twice in rapid succession to initiate programs or open files.

Scrolling – The wheel on the mouse allows you to scroll up and down a document that is being viewed.

Drag and Drop – Move the mouse pointers over an item on the desktop.

Text Selection -Move the mouse to the beginning ( or end ) of a word.

CPU ( central processing unit ) – Is located inside the computer case on the motherboard.

Motherboard – Is the computer main circuit board.

Power Supply Unit – A computer converts the power from the wall outlet to the type of power needed
by the computer.

RAM ( random access memory ) – Is your system short – term memory,

Hard Drive – Computer is where the software is installed and its also where your documents and other
files are stored.

Expansion Card – Most computer have expansion slots on the motherboard.

Video Card – Is responsible for what you see on the monitor ( graphics processing unit ) .

Sound Card – Also called an audio cord.

Network Cord – Communicate over a network and access the Internet.

Bluetooth Cord – Is a technology for wireless.

Hardware – Mechanical parts of a computer.

Software – That guides the hardware to operate effectively.

Peopleware – Refers to people involved in the data processing operation.

Ports – Refers to people involved in the data processing operation.

Serial Port – Intended for serial type mouse and older camera.

Parallel Port – This is only for old model printers.

VGA ( video graphic array ) – Used to connect monitor.

HDMI ( high definition multimedia interface ) – The first industry supported uncompressed.

DVI ( digital visual interface ) – Industry standard for the transfer of digital video content.

USB ( universal serial bus ) – High speed serial interface that is used with almost all devices.
P/2 ( personal system 2 ) port – Serial connections commonly dedicated to a keyboard and mouse.

Power Port – Intended for power cord.

Audio Port – Plugging in the speaker or headset.

LAN ( local are networking ) – Used to connect computers onto a local area networks (LANs).

Cables and Wires – A cable is most often two or more wires running side by side and bonded.

PS/2 connectors – These jack are intended for the PS/2 port.

3.5 mm Audio Jack – Intended for audio and microphone ort.

S- video jack – Is obviously for S Video port.

VGA monitor jack – ( video graphic array ) .

HDMI Cable – This providers an interface between any audio / video source.

DVI Cable – Is used to connect a video source to a display device.

USB Cable – Plug is intended for USB port.

Parallel Cable – This printer cable jack is intended for parallel ort.

RJ45 Network Cables – Is a type of connectors commonly used for Ethernet Networking.

Power Cord – It connectors the computer to the main source of electricity to make it functional.

Internet – Is the largest computer network in the world.

LAN ( local area network ) – Is two or more connected computers.

WAN ( wide area network ) – Typically consist of two or more LANs.

Server – Is a computer that “ servers “ many different computers in a network.

Client – When you access a webpage your computer is acting as a client.

Browser – Is the tool you use to access the World Wide Web.

Search Engines – Are specialized websites that help you find what you're looking for on the web.

Antivirus – Specifically protects against viruses.

Anti spyware – Protects against malicious software.

Firewall – Screen out threats that try to reach your computer over the internet.

Time Zone – A client on the opposite side of the globe.

Temperature – Is an objective comperative measure of hot or cold.

Celsius Scale ( C ) – Is used for common temperature measurement in most of the world.

Fahrenheit Scale ( F ) – United States commonly used.

Technical Drawing – Provide clear and accurate information how an object is to be manufactured.

Alphabet of Line – Line sysmbols used in technical drawing are often referred to as Alphabet of Lines.

Object or Visible Lines – Thick dark line use to show outline of object, visible edges and surfaces.

Construction Line – Very light and thin line use to construct layout work.

Dimension Line – Thin and dark lines use to show the size ( span ) of an object with a numeric value.

Hidden Line – Short dash lines use to show non visible surfaces.

Centre Line – Long and Short dash lines.

Extension Line – The starting and ending of dimension.

Cutting Plane Line – Use to show cutaway views or plane of projection where a section view is taken.

Short and Long Break Lines – Use to show cutaway view of a long section.

Leader Line – Medium line with arrowhead to show notes or label for size or special information.

Phantom Line – Use to show alternate position of a moving part.

Section Line – Medium lines drawn at 45 degrees.

Schematic Diagram – Is a representation of the elements of a system using abstract, graphic symbols
rather than realistic pictures.

Semi Schematic Diagram – Combines some of the abstraction of a purely schematic diagram with other
elements displayed as realistically as possible, for various reasons.

Chart – Can represent tabular numerical data, functions or some kinds of quality structure and provides
different info.

Histogram – Consists of tabular frequencies.

Bar Chart – Is a chart with rectangular bars with lengths proportional to the values that they represent.

Pie Chart – Shows percentage values as a slice of a pie.

Block Diagram – Is a diagram of a system in which the principal parts or functions are represented by
blocks connected by lines that show the relationships of the blocks.

Causal Loop Diagram – Is a causal diagram that aids in visualizing how different variables in a system are
interrelated.

Layout Planning – Is deciding on the best physical arrangement of all resources that consume space
within a facility.

Row Layout – Lining up cubicles in rows is traditional layout for call centers.

Quad Layout – Some call centers have quad tables, which are separate tables divided into four
workspaces.
Zigzag Layout – Cubicles laid out in a zigzag arrangement resemble an unfolded paper fan.

Traffic Flow – Low also affects a call centers design.

Ergonomics – plays an important role in call center design, no matter what type of layout you choose.

Flow Chart – Is a visual representation of the sequence of steps and decisions needed to perform a
process.

Flow Chart Symbols – You’ll notice that the flow chart has different shapes.

Flowline ( Arrowhead ) – Shows the process’s order of operation.

Terminal – Indicates the beginning and ending of a program or sub – process.

Process – Represents a set of operations that changes value, form, or location of data.

Decision – Shows a conditional operation that determines which one of the two paths the program will
take.

Input/Output – Indicates the process of inputting and outputting data, as in entering data or displaying
results.

Annotation – Indicating additional information about a step in the program.

Predefined Process – Shows named process which is defined elsewhere.

On-page Connector – Pairs of labeled connectors replace long or confusing lines on a flowchart page.

Data File or Database – Data represented by a cylinder ( disk drive ).

Single Documents – Represented a rectangle with a wavy base.

Multiple Documents – Represented stacked rectangle with a wavy base.

Manual Operation – Represented by a trapezoid with the longest parallel side at the top.

Manual Input – Represented by quadrilateral.

Preparation or Initialization – Represented by an elongated hexagon.

Promote understanding of a process – People may have differing ideas about how as works.

Provide a tool for training employees – Because of the way they visually lay out the sequence of process
steps.

Identify problem areas and opportunities for process improvement – Once you breakdown the process
steps and diagram them problem areas become more visible.

Occupational Health and Safety (OHS) – Is a planned system of working to prevent illness and injury
where you work by recognizing and identifying hazards and risks.
There are three steps to manage health and safety at work:

1) Spot the Hazard ( Hazard Identification )

2) Assess the Risk ( Risk Assessment )
3) Make the Changes ( Risk Control )

The Think Safe Steps

1) Spot the Hazard – Is anything that could hurt you or someone else.
2) Assess the Risk – Means working out how likely it is that a hazard will harm someone and how
serious the harm could be.
3) Make the Changes – In a work setting, it is your employer’s responsibility to fix hazards.

Common Computer Related Hazards – Is a situation in the workplace that has the potential to harm the
health and safety of people or to damage plant and equipment.

Physical Hazard – One of the most common physical hazard involving computer users is cables running
across the floor.

Mechanical Hazard – When working on electronic equipment.

Chemical Hazard – There is a wide array of chemicals used with electronic equipment.

Electric Shock Hazard – Inside computer and electronic equipment.

Check – All signal pins and alignment to avoid incorrect connections.

Do not use – Excessive force if things do not quite slip into place.

Do not clean – Your system with wet cloth or any liquid detergents.

Do not eat – Nor drink when working on your computer.

Do not move – The computer system while it is turned on.

Hold – The edges to avoid touching chips or the edge connectors on the expansion cards.

Unplug – The power connector from the sockets when working on your computer to avoid accident.

Recognize – Contingency measures during workplace accident ,fire, and other emergencies.

Pull – The cable connectors on the handle and not on the cable itself.

Hazard/Risks In – The workplace and their corresponding indicators are identified to minimize or
eliminate risks to co-workers ,workplace , and environment.

Read and Follow – Instructions on the manual carefully.

Netiquette – The use of the computer system is maximized with the development of a communicable
medium known as the Internet.
Resect

R-Responsibility in all your actions should always prevail.

E-Etiquette in the use of the Internet is a must.

S-Stealing the work of others is a no-no.

P-Personal Information should not be given to strangers.

E-Entering or breaking into computer systems.

C-Copyrighted materials and copyrighted computer programs and other multimedia materials such as
movies and songs are governed and protected by the law.

T-Threats such as virus may indiscriminate downloading of programs from untrusted and unreliable
internet sources.

Work Surface Height – Adjust the height of the work surface and/or the height of the chair so that the
work surface allows your elbows to be bent at 90 degrees.

Chair – Adjust the seat tilt so that you are comfortable when you are working on the keyboard.

Keyboard Placement – Place the keyboard in a position that allows the forearms to be close to the
horizontal and the wrists to be straight.

Screen Placement – Set the eye to screen at the distance that permits you to most easily focus on the
screen.

Desk Top Layout – Place all controls and task materials within a comfortable reach of both hands so that
there is no unnecessary twisting of any part of the body.

Posture and Environment – Change posture at frequent intervals to minimize fatigue.

Lighting – Place the monitor to the side of the light source/s, not directly underneath.

Using a mouse – A well designed mouse should not cause undue pressure on the wrist and forearm
muscles.

Typing Technique – Tying is a physical activity, and using a keyboard requires skill, hence the need to
learn correct typing technique.

Speed of Keying – The efficiency and speed of modern computers makes it possible for a skilled operator
to type extremely quickly.

Computers – Ergonomic Guidelines

Viewing Distance: The monitor should be 2 – 2 ½ feet from the child’s eyes.

Time at computer: Encourage children to use their physical energy.

Seat and height posture: The child should sit high enough to have his arms bent at 90 degrees.

Footrest: Use it prevent dangling feet.

Mouse: Find one that fits small hands.

Keyboard: Child-sized keyboards with light pressure keying are recommended.

Elimination – A specific hazard or hazardous work process, or preventing it from entering the workplace.

Eliminated – Elimination is the process of removing the hazard from the workplace.

Substitution – Occurs when a new chemical or substance is used instead of another chemical.

Education and Training – To conduct their work safely helps to minimize the risk of exposure and is a
critical element of any complete workplace health and safety program.

Good Housekeeping – Is essential to prevent the accumulation of hazardous or toxic materials.

Emergency Preparedness – Being prepared for emergencies means making sure that the necessary
equipment.

Methods of Control – It is the final item on the list for a very good reason.