10 Marks Per Question, Put Answers on Your Wikispace

Task 14 HelpDesk Feedback Name: Date: / /

Additional Resources: http://www.google.com.au/search? hl=en&safe=active&q=HelpDesk+feedback+&aq=f&aqi=g-s1&aql=&oq=&gs_rfai= http://www.google.com.au/search? hl=en&source=hp&q=Feedback+Form+&btnG=Google+Search&aq=f&aqi=&aql=&oq=&gs _rfai=

QUESTIONS 10 marks per question, put answers on your wikispace.

1. Complete the Feedback Form on the http://hdclientsupport.wikispaces.com/ 2. The proposed marketing event at Lander Toyota associated with the 2010 Commonwealth Games is oversubscribed. Many clients have decided to stay and view in Australia rather than travel in these uncertain times. Pinko and Lander Toyota management are very impressed with the support of the IT HelpDesk staff and want to ensure that the event is successful and may use similar marketing in future e.g. the Rugby World Cup, etc a. Create a Feedback Form for clients attending the proposed screening of special events in the 2010 Commonwealth Games and their introduction to Toyota’s New iQ City Car. Cover topics such as:  technical quality of sound and vision; and  other facilities  menu and service  parking  email communications  briefing on the Toyota new iQ City car

Feedback Form

We value your opinion about the services we offer and how we do things. We are especially interested in any comments you have about how we can improve our service to you.

This form is not for reporting technical problems. Click on a box to indicate your view.

Agree Disagree Not Applicable

The equipment projected a good quality output in terms of sound and vision.

There was enough food being served during the event.

Parking lot was not a problem.

The manner of giving information was sufficient enough to let everybody about the event (e.g. email , brochures).

There was enough seats for everybody.

Briefing of the new iQ City Car was presented in an exciting way. Please specify the campus/Site you are referring to:

Would you like to make any additional comments including suggestions for improvement?

OPTIONAL

If you wish to remain anonymous you do not need to complete the following section, however if you would like a reply to your comments please provide your contact details: b. Explain to Lander Toyota how you could capture client information from their business card and include as a record of clients attending and use for follow up marketing. Suggest a suitable business card scanner and recording system. - One equipment that Lander Toyota can use is Plustek Optical 610 Business Card Scanner. It’s a Business card scanner + recognition software, USB2, and ultra compact. You can export the recognised text to Outlook or other application. Manage and organise your business cards. USB powered (no adaptor required). It scans in seconds. And not to mention , it’s offering 1 year warranty. c. Draw a diagram of your proposal using MS Visio or similar

(Scanning) (Data Saving) Business Cards Card Scanner Software

3. Read the article: http://www.smallbusinessnewz.com/topnews/2010/05/14/dealing-with-negative- feedback

Explain how you could respond to negative feedback from clients using the feedback form, for example, a. Unable to see the event clearly: - Make sure advertised/announced events with their final dates are clear next time around. b. Unable to hear the event clearly: - Make sure advertised/announced events with their final dates are clear next time. c. Did not receive invitation early enough: - Double check the distribution date. If distribution was not early enough, send an apology note to the complainant via email if applicable; otherwise, make sure distribution of invitation is early enough for people to at least get aware of and prepare. d. Unable to park the car close by: - Reserve the closest parking lot next time. But explain to the complainants why parking lot was not reserved in advance. e. Would have preferred a vegetarian menu: - Have a wider range of food to choose next time around. 4. Explain how you could respond to positive feedback from clients using the feedback form, for example, a. Audio: - Thank them via phone or email. Appreciation is really motivating, at least thank them for the effort of giving you a feedback. b. Video: - Thank them via phone or email. Probably you can also forward the feedback to manager and the manager will respond to it accordingly.

c. Service: - Thank them again via phone or email or in person if applicable. Then maintain the kind of services being rendered to the clients so that these people will keep on coming back to you.

5. Explain to Pinko how the system may be used for the clients, who miss out on the livecast: - People who miss out the live cast can stream the podcast or if there are any available recorded video so much the better.

6. Suggest ways the organisation could use data and feedback from the event. - They can probably burn DVD’s for people who weren’t able to attend but really wanted to attend; or give them brochures as well and probably some giveaways to promote further the iQ City Car. Another would be adjusting the chairs to suite everybody’s comfort and desire. 7. Explain how you would adjust and implement procedures to maintain viewing quality if a number of client suggested it needed improvement - Suggestions must be accepted with open arms. People would not recommend improvements if there are no improvements needed in the first place. So in saying this, you should do your best to implement these recommendations next time by organizing people to help you out since there’s no way you can implement these changes just by yourself. 8. A. Explain to Pinko the attributes of a room equipped for quality theatre viewing and how an existing conference room may be improved. - The place must be fully air-conditioned - It must have the surround sound system (7.1 Channel System) - Comfortable seats - Seats angled in such a way that everybody’s view won’t be blocked by the person seating in front of him/her - Proper lights - Best quality screen - Best quality projector B. Toyota Lander management ask you whether the system could be used to create and show promotional video instead of employing outside film crews at $10,000 per short promo, advise them of the requirements and support needed to create a short HD film. - It is indeed a good idea to use the system to save up money. All we need for a short HD film are just the product needed to be promoted, software to create an outstanding video, video camera, and somebody in the company who is capable of editing the video in a professional way. Pretty much that’s it. 9. Create an instruction manual for using small in-house theatre that includes screen captures. This is a sample of how a home theatre can look like :

For complete Home Theatre Setup, you can visit http://www.usersmanualguide.com/sony/home_theatre_systems for in depth installation guide and the proper tuning as well. (note : this is a SONY MANUAL GUIDE, but can be very similar to any brands since they are being set up in the same manner in most cases) 10. Create a hardware list for an existing conference room to be equipped and supported as a viewing theatre/studio include a HD camera and software suitable for creating a short film about the iQ car. Assume a budget of $6000.

Hardware List

Name Cost Description URL

Projector $3,529.00 SONY VPLHW15 http://www.getprice.com.au/SONY- SXRD Full HD VPLHW15-SXRD-Full-HD-Widescreen- Widescreen Projector Projector-Gpnc_81--48962487.htm

Projector $813.00 RedLeaf - 120" http://penta.com.au/index.php? Screen Motorised Projector main_page=product_info&products_id=1547 Screen - 1450 x 2580 3&utm_source=getprice&utm_medium=cpc - 16:9 HDTV Format - Matt white Surface, RLMT12029W

HDD Recorder $622.50 http://www.getprice.com.au/SONY- SONY RDRHDC500 RDRHDC500-DVD-HDD-Recorder-500GB-HD- DVD/HDD Digital-Tuner-Gpnc_21--49025209.htm Recorder 500GB HD Digital Tuner

Set Top Box $229.95 Topfield High http://www.oo.com.au/Topfield_High_Defin Definition Recorder ition_Recor_P38697C414.cfm? Pack with High AFID=14&cm_mmc=GetPrice-_-cpc-_-feed-_- Definition PVR Set null&utm_source=getprice&utm_medium=c Top Box (TBF-7120) pc and 320GB External USB Hard Drive (EXT-TF)

Total = $5,194.45

Notes: SUGGESTED ITEMS ARE OF TOP QUALITY FOR TOP QUALITY VIEWING EXPERIENCE