HND-SCM-Lecture 03

Preparing Financial Forecasts – Outcome 3Report to ManagementPrepared by: accountantDate: 02/3/2019IntroductionYou asked me to make a budget according to the company's situation, Prepare the calculation about the variance.For example, materials include total, usage and price, labour include total, efficiency and rate and total overhead. Finally, prepare a report for management based on the budget and provide SuggestionsFlexed Budget StatementPossible Reasons for VariancesDirect Material Total Variance: £2,000 F made up of:Direct Material Usage Variance:- £30,000 UDirect Material Price Variance:£ 32,000 FReasons for Direct Material Usage VarianceThe budgeted amount is 13,500 kilograms, while the actual amount is 16,000 kilograms.The possible reason for this change is that the company orders more, so the actual consumption increases.Reasons for Direct Material Price VarianceThe budget price is 12 / kg, but the actual price is 10 / kg. The possible reason for this change is that maybe the material used by the company is not good enough in quality, so the price is lowerDirect Labour Total Variance: -£5,000 U made up of:Direct Labour Efficiency Variance:£10,000 FDirect Labour Rate Variance: -£15,000 UReasons for Direct Labour Efficiency VarianceThe estimated working hours were 11,250 hours, while the actual working hours were 10,000 hours. The possible reason for this change was that the working hours were shortened due to the improvement of employees' working efficiency.The budget price is 8 pounds per hour, while the actual price is 9.5 pounds per hour. This change may be due to the increased demand of employees or the lack of sufficient labor forceReasons for Direct Labour Rate VarianceThe budget price is 8 pounds per hour, while the actual price is 9.5 pounds per hour. This change may be due to the increased demand of employees or the lack of sufficient labor forceTotal Overhead Variance:-£400 UThe direct material,direct labour,variable overhead,administration and insurance have changed.The possible reasons for this change are the improvement in working efficiency and the fact that employees can complete more work in a shorter time, or the company finds an alternative and cheaper product, which makes variable overhead reduced.RecommendationsAs can be seen from the fixed budget statement, labor costs have increased, and variable production costs have far exceeded the budget, possibly due to insufficient labor force. Therefore, I suggest that the company should attract more employees and purchase more raw materials。

H N D人力o u t c o m e3(总15页)--本页仅作为文档封面，使用时请直接删除即可----内页可以根据需求调整合适字体及大小--Individual ReportF84T 34 Managing People and OrganizationsOutcome 3Name:SCN:Class:目录Introduction .......................................................................................................错误!未定义书签。

Section 1: Roles and Activities of Managers within Application ........................错误!未定义书签。

Section 2: Likert’s Systems Theory on Leadership within Application ...............错误!未定义书签。

Section 3: Tannenbaum and Schmidt Theory of Leadership within Application 错误!未定义书签。

Conclusion ..........................................................................................................错误!未定义书签。

IntroductionThe purpose of the report is what to introduce a number of theories. The Shangri-la Hotel learned from these theories to better manage the hotel. There are five sections which are Roles and Activities of Manager, Likert’s Systems Theory, Tannenbaum and Schmidt Theory, Bass theory and two ways in which Managerial Performance can be measured. The finding of this report reveals that a number of theories on leadership within application.FindingsSection 1: Roles and Activities of Managers within ApplicationOne appropriate theory is Fayol’s Theory of Managerial Activities. It includes five activities that are forecast and plan, organise, command, coordinate, control.Forecast and plan: Forecast and plan are the future and make plans for the future. Ailsa visited some companies to make their own experience more abundant in the case. She also allows employees to go to university to study. Employees learned more knowledge and applied to the work. She is preparing for the future development of the company. So we think this conclusion is forecast.Organise: Organise is to set the organizational structure and determine what each person should do. Ailsa is the manager of the Shangri-La Hotel. She managed the company’s chambermaids, receptionists, cleaners and maintenance staff. She gave them a task. So we think this form is organise.Command:Management of the staff’s arrangemen t is called the command. Craig command the staff in the kitchen. He let staff do what they do. The employees are following his orders. So we think his behavior is called command.Coordinate: Coordinate means bind together and harmonise activity and effort. Craig and Gordon produced a number of terms in the process of cooperation. For example, in what season to the hotel to provide what vegetables, or when a kind of vegetable is sold good will give some discount to hotel. So we think it is a coordinate.Control: Control is to monitor the process of the work and to ensure the implementation of the plan. And will correct the mistakes. Craig doesn’t allow other people to sign in the kitchen. Only allow himself and Sous Chef Saskia sign the bill. We think this behavior belongs to control.Section 2: Likert’s Systems Theory on Leadership within ApplicationLikert’s System Theory was proposed by Likert in 1967. Likert System Theory also called support relation theory. Likert System Theory belonging to behavior theory. Support relation theory for a long time to discuss the influence of the leadership behavior on the production efficiency. The theory suggests that leaders should consider the situation and ideas of their employees. Leaders support employees to achieve their goals of action to allow employees to realize their own value and importance. Let them realize that the experience and knowledge in the work is helpful to enhance their sense of personal value and importance. At the same time, employees will also take a cooperative attitude towards the leader and have a sense of trust. They will realize mutual support. It includes four systems that are exploitative autocratic, benevolent autocratic, participative and democratic.Exploitative Autocratic: The mana ger doesn’t believe his employees in this form of management. The power is concentrate at the highest level. They rarely allow subordinates to participate in decision making. Most of company’s decisions are made by management. And then declare it in the form of an order. It will be implemented as a threat and a mandatory approach when necessary. The contact between the superior and the subordinate is based on the mutual distrust. Incentives are mainly used to intimidate and punish the method, but occasionally there will be a reward. It is easy to form an informal organization that is opposite to the formal organization’s goals in this way.Benevolent Autocratic: The leadership of a humble attitude in this form. Subordinates are still keeping cautious attitude. The decision making power is still at the highest level. Subordinates can participate in a certain extent and subject to highlevel constraints. It has a certain degree of bottom-up communication. It takes rewardand punishment is used together. It will form an informal organization, but the goal is not necessarily opposed to formal organization.Participative: The leader fully trusts the subordinate. It takes a high degree of decentralization. The communication both top-down, down-top two-way communication and parallel communication between colleagues so the exchange of information in a friendly atmosphere. Informal organization and formal organization become a whole. All forces work to achieve organizational goals. Organizational goals and personal goals are consistent.Democratic: The superior have a considerable degree of trust in subordinates, but not entirely trust. The main decision making power also master in the hands of the managers. The subordinate can make some specific issues of decision making. The contact between the superior and the subordinate is based on the mutual trust. It basic uses the reward way to motivate employees. But occasionally use the way of punishment. This may be an informal organization, but it may support the organiza tion’s goals. It has a small group of people against to the organization goals.Craig often uses the benevolent autocratic system. Ailsa often uses the democratic system. At the end of each week, Craig always provided free drinks for the team to celebrate, and the team always enjoyed these get-togethers. But Craig has absolute power in kitchen. Craig own design menu and he let staff do what they do. The employees are following his orders So Craig belongs to benevolent autocratic leadership. Ailsa always gave Antonio to do it when she was going out. Because Ailsa has a certain trust in him. But Ailsa doesn’t fully trust him. Some thing will only allow her to do. So Ailsa belongs to democratic system.Section 3: Tannenbaum and Schmidt Theory of Leadership within ApplicationTannenbaum and Schmidt Theory was proposed by Tannenbaum and Schmidt. Tannenbaum and Schmidt Theory belong to behavior theory. The Tannenbaum and Schmidt Continuum is a simple model which shows the relationship between the level of freedom that a manager chooses to give to a team, and the level of authority used by the manager. As the team’s freedom is increased, so the manager’s authority decreases.As levels of freedom increase, the movement is along a continuum from Tells, Sells, Suggests, Consults, Joins, Delegates and Abdicates. Tells: All decisions made by leaders put forward and announced to subordinates. Sells: Leaders to subordinates marketing decisions. Suggests: Leaders put forward the decision-making and ask for recommendations from subordinates. Consults: Leaders make decisions for subordinates to discuss. Join: Leaders ask questions to subordinates for advice. Delegates: Leaders put forward limiting conditions and by collective decision making. Abdicates: Leaders allow subordinates freedom activity under specified conditions.Craig uses the “Tell” approach on many occasions. Tells brought Craig some bad results. The leader doesn’t trust employees. Employees will have some negative emotions after a long time. They have no enthusiasm and power for the work. So it will affect the efficiency of work. Craig can use the “Join” approach. This can increase the trust between the leader and subordinates. It can also improve the enthusiasm of the employees. The employees work efficiency is become higher.Section 4 Bass theory of leadership within ApplicationBass theory of leadership was raised in 1980s. The theory is leaders influence on followers in emotional and symbolic significance. It includes transformational leadership and transactional leadership.Transactional leadership: Transactional leadership is establishing incentive mechanisms for subordinates to achieve goals by clarifying the role of work or wages. Transactional leadership has four factors that are contingency reward, activeexemplary management, passive exemplary management and laissez-faire. Contingency reward insists efforts and rewards the principle of mutual exchange.Active exemplary management is monitor and found not to conform to the rules of activities. Passive exemplary management is only when they do not meet the criteria for intervention. Laissez-faire is giving up responsibility and avoids making decisions.Transformational leadership: Transformational leadership refers to the development of personal care and intelligence through personal charisma to achieve a higher level of goals. Transformational leadership has charisma, emotional appeal, intellectual stimulation and personalized care. Charisma is the leader provides a target vision for the followers. And give a sense of mission to the followers. Emotional appeal is the leader of the high expectations of followers. They use a variety of ways to stress the importance of working in a simple way. Intellectual stimulation is the leader supports followers to try new ways to solve the problem. They encourage followers to think independently and solve problem. Personalized care is pay attention to everyone. And give training, guidance and advice according to the circumstances of each person.Transformational leadership is better than Transactional leadership. The research shows transformational leadership and low turnover rate, high productivity, high employee satisfaction has a higher correlation.Craig use transactional leadership more in case. We suggested that he should use more transformational leadership. It can inspire his team to work harder. Craig and employees can also build trust and respect. This will get more revenue for hotel.Section 5 Two Ways in which Managerial Performance can be MeasuredEmployee satisfaction: Employee satisfaction is an employee through comparison of the perceived effects of the enterprise and his expectations formation the feeling. It is a kind of psychological activity. Alisa always gave Antonio to do it when she was going out. He is always going to get things done. So Alisa very trusts Antonio. Antonio is satisfied with the present situation of his work. If the higher the employee satisfaction, then the employee enthusiasm for work is higher. It can improve theefficiency of work. It can increase employee satisfaction and team cohesion in the hotel.Team cohesiveness: Team cohesiveness is the power that people gather together. Team cohesiveness is a necessary condition for the existence of a team. If a team doesn’t have the team cohesiveness. It loses the condition of existence. Craig always provided free drinks for the team to celebrate every weekend. The team members always like the parties. This approach can better encourage employees and increase the cohesion of the enterprise. The hotel’s employees will be to work harder.ConclusionThe findings of this report reveal that a number theory for the Shangla-ri Hotel. The manager can apply these theories to the management hotel. The manager can use to more transformational leadership. It can better motivate employees to work hard. And build trust and respect between employees. Finally, I wish the future of Shangri-la Hotel is getting better and better.ReferenceSteven L McShane, Mary Ann Von Glinow, Organizational Behaviour, Fourth Edition, McGraw-Hill Irwin。

Content1.Introduction (2)2.Procedures (2)3.Strategies (2)Everything is core commitment to the customer (2)Learn how to listen, not just talk (2)Make personal interactions (3)Help customers stay connected (3)Foster relationships between customers and brands (3)Meet customer needs (3)4.Standards (4)Seller Standard (4)Service Standard (4)5.Feedbacks (5)6.Evaluation (5)Covid-19 Impact (5)Flailing customer experience (6)7.Recommendations (6)Improve Shopping Experience (6)Improve Customer Service (6)8.Conclusion (8)9.References.................................................................................................. 错误!未定义书签。

1.IntroductionThis article introduces one of the companies which owns best customer services: Amazon. Amazon is a vast Internet-based enterprise that sells books, music, movies, housewares, electronics, toys, and many other goods, either directly or as the middleman between other retailers and Amazon’s millions of customers. This report intends to face to company managers and who are interest with Amazon’s amazing customer care. This report will come up with strategies, standards, feedbacks and evaluation of Amazon’s customer service. Written by Wang Yafei, submit on June 16, 2021.2.ProceduresThis report was supported with tremendous amount of second-hand data. Most of the information was looked up on google, google scholar and many rating platform which contains customer complaints.3.StrategiesEverything is core commitment to the customer.Customer service strategy is in the core tenet of Amazon. The company’s main mission statement is: “to be earth’s most customer-centric company.” CEO of Amazon, Bezos has said his leadership decisions have many times fallen to these simple words. With a laser-focus on customer experience and service as guiding strategic forces, it’s no wonder that Amazon has the best customer service.Learn how to listen, not just talkBecause CEO decisions are not enough, Amazon makes sure that people in the company internalize the vision. Many Amazon employees have opportunities to attend two days of call-center training. The goal: get them to learn how to listen, not just talk to customers. When they were listening, they will understand how to take the appropriate steps to meet the needs of customers.Community SupportSometimes, it takes a lot of energy to solve a problem for customer. Through hosting many forums,Amazon has made it easy for shoppers to tap into the crowd to get their customer support. The benefits are numerous. When customers help one another, Amazon’s service representatives can handle customer requests at a faster pace. And those users who do help one another get the satisfaction that comes with knowing they are part of a community.Make personal interactionsIf Amazon’s self-service FAQs or community forums can’t solve the problem, customers have the option of reaching out to a real person. Callers get 24/7 support and are almost never put on hold. Amazon has also famous with a free customer support service called “Mayday.” Owners of Amazon Fire phones can tap a “Mayday” button and get instantly connected to a tech advisor. The user sees the advisor live while the advisor only sees what’s on the phone screen. It’s yet another example of how important human interaction can be to ensure quality customer service.Help customers stay connectedHalf of customers now use their devices to make purchases. Amazon’s mobile-first approach has become an industry standard, an impressive feat given the company’s vast array of products and categories. Streamlined and easy to navigate, Amazon’s site provides smart categorization and search functionality. With auto-fill, one-click ordering, and other features, the shopping experience is one of convenience online store, something critical for modern-day shoppers on the go.Foster relationships between customers and brands.Amazon also wins points for advocating for the consumer when there is a problem with a vendor’s product or delivery process. In addition to this, the company builds relationships between its shoppers and hosted brands. Last year the company launched Amazon Exclusives, an initiative for entrepreneurs who want to promote their story. In the spirit of a crowdfunding website, the videos help shoppers feel more personally connected to the company and its products.Meet customer needsIn 1994 when Amazon first started, the idea of making a purchase through “the informationsuperhighway” was still the legacy of the company. Customers had to learn to trust the method of purchase online. A challenge Bezos met largely because he placed such strong emphasis on customer service. But books were never the end game for Amazon. Since then, the company has obviously expanded into other products and services to meet its shoppers’ content needs such as streaming and digital downloads. The company has also created its own hardware such as the Kindle e-reader.4.StandardsAmazon was founded on providing an extraordinary experience for customers. Customers have come to expect this type of service, and that is what keeps them coming back for more purchases.Seller StandardSellers had a big roll in Amazon promoting system. Sellers will handle all customer contacts relating to those customer service issues for which Seller is responsible, including: products, pricing, rebates, item information, availability, technical support, warranty, and public and private recalls, anything related to third party platform editions of Amazonr Products. Order cancellation by customer through Seller Sales Channels and feedback concerning experiences with Personnel.Service StandardAmazon will handle all customer contacts relating to those customer service issues for which Amazon is responsible, including: payment; credit card processing, debiting or crediting; use of the Amazon Sites and their features, including the ordering process, cancellation process, use of customer accounts, help and subscription management.When providing customer service for Products purchased through the Subscribe with Amazon Program, the customer service for the Products are responsive and available and offer at least the same level of support as the most favorable customer services offered in connection with any Seller Sales Channels.5.FeedbacksAmazon may implement mechanisms that rate, or allow customers to rate, Amazon Products and Amazon performance as a Seller, and Amazon may make these ratings and feedback publicly available.Online sales platforms such as Amazon allow customers to review items and provide feedback regarding their experiences with sellers. In making their buying decisions, shoppers place substantial emphasis on these messages. In the online world, this is the measure of customer service. Having based and built its business on incredible customer service, Amazon expects no less of the third-party sellers using their platforms. Amazon’s sales platforms are structured to identify, reward and highlight the listings of sellers who provide good customer service, and to de-emphasize those who do not. In extreme cases, sellers providing poor CS may find their accounts suspended or even removed completely.For the ninth consecutive year, customers ranked Amazon #1 in customer satisfaction during the holiday shopping season according to the newly-released Foresee Experience Index: US Retail Edition. For their study, customer experience analytics firm Foresee collected more than 67,600 surveys between November 29, 2013, and December 17, 2013, asking consumers to rate their satisfaction with the top 100 retailers. Foresee ranked Amazon highest in overall customer satisfaction in the survey with a score of 90—the highest ever recorded by the firm. In addition, that customers ranked Amazon highest in satisfaction with the online experience and also put Amazon significantly out front when it came to the mobile shopping experience.6.EvaluationCovid-19 ImpactCustomers’ dissatisfaction with retail is very real. And, since the pandemic, it’s only gotten worse – especially for internet retailers. Internet retail’s once-comfortable lead over the supermarkets, specialty retail stores, department and discount stores, and drug stores has all but evaporated. Since our 2019-2020 Retail Report, customer satisfaction with internet retail plummets 4.9% to a score of 77, the largest decline within the retail space, as no internet retailers improve during the pandemic.As if this weren’t surprising enough, no internet retailer has taken a bigger knock on the chin during COVID-19 than Amazon.It’s not just that Amazon no longer leads the category, it’s that Amazon is no longer even in the upper echelon of internet retailers. After tumbling 7% to a score of 77, Amazon finds itself in the middle, tying five other companies – Staples, Best Buy, Target, eBay, and Macy’s – for the industry average.Flailing customer experienceAmazon doesn’t have the sole lead in any customer experience benchmark. According to the data, the drops have been significant. The online giant’s largest decreases come in inventory, navigation, variety, shipping, and customer support. Many of Amazon’s losses aren’t as sizable, but they are still noteworthy, including site performance, images, and site-generated recommendations.In most cases, Amazon’s scores aren’t bad. The company is near the top in mobile reliability, clarity, variety, and site performance, and it shares the lead in mobile quality, store speed, shipping, and inventory. However, its marks in these areas have all declined over the past six months.7.RecommendationsImprove Shopping ExperienceTo enjoy a high customer satisfaction rate, Amazon need to offer the best shopping experience; it’s the cornerstone of a successful business. Amazon retailers not only have to offer quality products at a competitive price but also, in terms of order fulfillment, a competitive shopping experience. It’s important to fulfill the order accurately and successfully; make sure Amazon deliver the right products in the right quantities every time; otherwise, Amazon will lose repeat orders.Improve Customer ServiceIt’s true that Amazon customer service matters to conversions as well as customer satisfaction.Improve customer service, it will retain customers and increase business conversions. For Amazon retailers, it’s important to keep making improvements to customer service. Customer service normally includes the support Amazon provide and customers both before, during, and after they buy and use Amazon products and service. Providing great support is not only how to attract and retain loyal customers, but it’s also a great way for Amazon to build reputation and improve customers’ shopping experience.8.ConclusionAmazon owns great customer service with no doubt. Since the expansion of the Covid-19, the whole business got hit, Amazon have advantage on the mount of users they accumulate these years, it should not be a thing to worry about in long term.。

At beginning of this assessment, I would introduce the interview in order to be better for designing a training programme for managers within AG Bell Ltd at first. For all managers, the interview of ready working is very important. If we do my best, not only it could keep all work convenient with developing, but also we know we need do next necessary work. Such as: What is the aim or aims throughput the interview. What kind of requirements candidates should have. How we do this programme. When and where to ask prepare the questions and tests in interview. We need choose the concrete times, place, cost and staffs. Prepare some equipment, which needed during the interview.Thus, during the interview, Interviewers must be able to apply an appropriate verity of questioning techniques. Interviewers must be able to take legible note which accurately reflect the satisfaction of the interview. Interviewers must be able to rate different candidates using the company’s candidates rating scheme. Interviewers must be able to provide information about conditions of service and company background. Interviewers must be able to apply to the company’s policy on equality of opportunity and recruitment. Interviewers must be able to observe the response of candidate to make sure whether he nervous and than change the topic of have free talk. However, during the process of the interview, we should mainly create an agreeably, friendly and comfortable environment to the interviewees in order to have a good communication with each other interviewers can ask some simple questions to help interviewees relieve stress and nervous. For us, the interview of core, it is the most important parts in this programme. In this stage, interviewers put their energies mainly on collect the informatio n about the interviewee’s work abilities. We should pay more attention on how to ask questions. There are different kinds of questions, like closing questions, opening questions and guiding questions, we should use these questions together. Interviewers ca n make a judgment about the interviewee’s work abilities. Interviewees can use this stage to check themselves whether forget the core questions and information; also they can ask whether they have opportunities to take the next interviews. After this interview, interviewers can choose and decide who will take part in the next interviews. Then the suitable interviewees will have the written interviews to decide who will obtain the vacancy.At the end of interview, though evaluating the records in the interview, we would analyze the qualification of candidates, and talk about each candidate with the relevant managers who also took part in the interview.According to the theory by Kolb 1975, we could make a good use of it to evaluate the work, which suggests that the process by which people learn is through the learning cycle. There are four main elements of this cycle and it is important to note that a learning process can begin at any point. It is also important for us to be aware that to complete the learning process learners need to work all the way around the cycle. This is important for designing training Activities, as we need to guide learners through the four elements of the learning cycle. The elements in the Kolb’s Learning Cycle are contain the concrete experiences, observations and reflections, formation of abstract concepts and generalization and testing the implications of concepts in new situations. According to this training programme, it also required the trainers to usetheir concrete experiences, and pay attention on observations or reflections about the process of the training programme. After this, that required the trainers to make the information that they observed form into abstract concepts and generalization. At last, all the information has formed as one kind of experience, so the trainers or the managers in the organization could use the information to testing the implications of concepts in new situations.In this a training programme, we must pay attention to four points.Preparing for the interviewPrepare relevant the interview of information or things are necessary before the work. Before interview, the managers should make a job description to improve the effectiveness of interview. Then that need to design the objectives for the interview to know what they want to get. First, we need choose the concrete times, place, cost and staffs. Second, according to the job description, they may draw up some questions, such as working environment, attitude, experience, requirement, career ability, degree and other about the interviewees. Then make use of the right answer for the questions to evaluate the answer of interviewees.Conducting the interviewInterviewers should pay attention to the techniques when Questioning, Listening and Observing. Interviewers must be able to apply an appropriate of question techniques and demonstrate action active listening skills. They must be able to take legible note which accurately reflect the satisfaction of the interview and they must be able to rate diff erent candidates using the company’s candidates rating scheme. Interviewers must be able to provide information about conditions of service and company background. They must be able to apply to the company’s policy on equality of opportunity and recruitment. Interviewers must be able to apply the current legislation framework for recruitment and observe the response of candidate to make sure him never nervous.Advantages and disadvantages of the interviewThere are some many advantages of holding an interview.Through the interview it is a good way to select a suitable person to work for us it is good for our works. And it is easy for us to select a suitable person. We could make communications between interviewers and interviewees. They could ask information about interviewees. We could easy directly face them and hear their sounds.But, do this way. There are some disadvantages of holding and inappropriate interview. Compare whit the phone interview, if an interview is not arranged well, it will cost a lot but dose not absorb suitable person, and it’s time-consuming, so we waste a lot of money and time to do an ineffective thing.Discrimination and how to avoid itTraining interviewer ought to let them know the relevant legislations about discrimination: The Race Discrimination Act, The Gender Discrimination Act, The Sex Discrimination Act and so on. Or, before the face to face interview, hold a telephone interview, so interviewers will not discriminate by some points. Basing on the relevant videotapes and case study, we can have a discussion about how is the behavior of the interviewers in those documents, the purpose of using these methodsof delivering is make the managers find out good points and bad points of these resources by themselves so that they will have a good practice when they do it in the future. In order to avoid appearing the different discriminations in interview, such as sex discrimination, race discrimination, disability discrimination, etc. Everyone should try to avoid it. Before the interview, interviewers should know relevant act clearly. Like the Sex Discrimination Act; the Equal Pay Act 1975; the Race Relations Act 1976; the Disability Discrimination Act 1995, etc. And at the interview, try to use less discriminate words and avoid discrimination. It not only can help company findIf trying to complete a measurement of costs, trainers may look at the direct and indirect costs. The costs are associated with the planning and delivery of the training activity. The direct costs might include resources accommodation, equipment, materials and the indirect costs include time, loss of productivity and downtime. Then the generally cost may contain the following parts:As a tool of evaluation, in order to be better, we ought to make a good use of it. Though this evaluation tools, we could know how training can be better. Thus, Evaluation can also help trainers improve training efficiency, meanwhile, based on feedback, they would do their best. What’s more, we understand that the importance of aligning training Activity with business goals and performance improvement. Thus, we just make four levels to be convenient for evaluation.Level 1: Reaction- this level evaluates the learners’ perception of the training course. We should use oral text or according to observing to k now about learners’ perception. Level 2: Learning- we identified that learning objectives can be defined in relation to skills, knowledge and attitude. At this level of evaluation, participants have learned new skills, attained new knowledge or changed their attitudes.Level 3: Behavior- this level of evaluation, it could prove in behavior demonstrated by learners as a result of having the learning experience.Level 4: Result- at this final level, evaluation is focused on trying to establish the extent to which learners have been able to use their learning in new situations. The impact on the organization’s objectives is also measured.According to these four levels of evaluation, it shows the reaction of trainees on the course for managers. We could just know the result of evaluation though using four levels, which reflect the level of how they accept the knowledge, skills and so on. From it, we would analyze clearly their advantage and disadvantage. Therefore, we just understand what result is the best.。

The model of animal cells1. Models of membrane structureQuickTime?and aPhoto - JPEG decompressor are needed to see this picture.Boundary between two glial cells: the plasma membraneCell 1Cell 2!J.D. Robertson (1959):The TEM showing: thetrilaminar appearance ofPM;Unit membrane model!S.J. Singer and G.Nicolson (1972):Fluid-mosaic model!K. Simons et al(1997):Lipid rafts model ;Functional rafts on cellmembranes.Nature 387:569-572Models of membrane structureCell membraneMembrane proteins and lipids can be confinedto s specific domainLipid rafts are rich in choleterol and sphingolipids2. The chemical composition of membranesComposition of biomembranePhospholipid moleculeFour major phospholipids in mammalian plasma membranesGlycolipids are found on the surface of all plasma membranesSome functions of phospholipids in cell signalingPhospholipasecleavage sitesLiposomes: phospholipid vesiclesApplication: gene transfer; as a carrier.Membrane protein attachment via lipidsPalmitic acid (18 saturated fatty acid)geranylgeranyl groupMany membrane proteins are glycosylatedon the non-cytosolic side of the membraneN-linked glycosylationO-linked glycosylationDetergents disrupt the lipid bilayer and solubilize membrane proteinsdetergentssystemsMembrane proteins and lipids can be confinedto s specific domainVarious ways to restrict the movement of specific membrane proteinsPlasma membrane proteins in red blood cellsPlasma membrane proteins in red blood cellsThe cortical region of the cytosol consists of a complicated cytoskeletal network rich in actin filaments, as illustrated in RBCThe surface of lymphocyteThe glycocalyx(cell coat)is formed by carbohydrates projecting from membrane lipids and proteins.3. Characteristics of biomembraneFluorescence Recovery After Photobleaching(FRAP) to demonstrate the lateral diffusion of membrane lipidsFLIP: Fluorescence Loss In PhotobleachingThe mobility of membrane proteinsexperimentally by the mixing of membrane proteins that occurs when two cells are tagged with different fluorescent labels and then induced to fuseintegral proteins can bePM contains lipid rafts that are enriched in sphingolipids, Cl and someMembrane proteins and lipids can be confinedto a specific domainLipid rafts are signaling centers?4. An overview of membrane functionsA. PM define the boundaries of the cell and organelles.B. Compartmentalization:membranes form continuous sheets thatenclose intracellular compartments.C. Transporting solutes:membrane proteins facilitate the movementof substances between compartments.D. Responding to external signals:membrane receptors transducesignals from outside the cell in response to specific ligands.E. Intercellular interaction:membrane mediate recognition andinteraction between adjacent cells by cell-to-cell communication and junction.F. Locus for biochemical activities:membrane provide a scaffold thatorganizes enzymes for effective interaction.G. Energy transduction:membranes transduce photosyntheticenergy, convert chemical energy to ATP, and store energy in ion and solute gradients.Integrating cells to tissues。

智 课 网 托 福 备 考 资 料托福听力TPO3学习笔记之lecture3-智课教育旗下智课教育以下是小编在学习托福听力TPO3中的lecture3时做的学习笔记，针对难词注解、长难句分析以及考题对应考点这三大方面展开，仅供参考。

下面就让小编来为大家介绍一下这篇托福听力TPO3学习笔记的内容吧，这是小编的一些见解，以便帮助大家更加充分的理解TPO真题，希望能够给正在准备托福听力的考友们带来帮助。

一、难词注解preserved adj. 保藏的;腌制的;喝醉的primitive adj. 原始的，远古的;简单的，粗糙的masterpieces n. 杰作;绝无仅有的人speculate vi. 推测;投机;思索rhinoceros n. [脊椎] 犀牛torch n. 火把，火炬;手电筒;启发之物二、长难句分析That would make them not just older than any other cave art, but about twice as old as the art in the caves at Altamira or Lascaux, which you may have heard of.这使得这些壁画不仅比其他洞窟艺术更为古远，更是尔塔米粒和拉斯科洞窟中的艺术作品年代的两倍。

你可能听过这两个洞窟的名字。

阿难词注解：Altamira or Lascaux 尔塔米粒和拉斯科难句类型：than 比较级，以及定语从句难句拆分：than 比较级的运用，twice as old as句式的运用，最后是which引导的定语从句修饰Altamira or Lascaux三、考题对应考点6.开头原则之直入主题式，(原文中)Some of the world’s oldest preserved art is the cave art of Europe, most of it in Spain andFrance. And the earliest cave paintings found to date are those of the Chauvet Cave in France discovered in 1994.Pro的第一句话就揭示了他这节课的主题是ealiestcave也就是A选项中的同义转换，所以答案选A7.举例原则，提到他女儿的例子是要引起大家的注意，(原文中)And you know, I remember when I heard about the results of the dating of the Chauvet paintings, I said to my wife, ―Can you believethese paintings are over 30,000 years old?‖ And my3-yearold daughter piped up and said, ―Is that older than my great-grandmother?‖ That was the oldest age she knew.那么从pro 描述他听到dating的消息以及家人的反映可以看出，这是为了体现这cave painting的年代久远,所以选D8.转折原则，but后面的是重点I mean, we tend to think that people who lived at that time must have been pretty primitive. But I’m gonna show you some slides in a few minutes and I think you will agree with me that this art is anything but primitive. They are masterpieces. Pro先说人们对于那时的人的映像是十分原始的，从but后转折的内容anything but primitive. They are masterpieces. 可以看出PRO给予了极高的肯定也就是It is extremely well done.所以选择A9.结果原则And people did go see the art. There are charcoal marks from their torches on the cave walls clearly dating from thousands of years after the paintings were made. So we can tell people went there.也就是说这些marks意味着人们在这些作品完成很久之后，去看了这些洞内的作品,所以答案选B10.转折原则，"But earlier at Chauvet, there is a significant interest in large dangerous animals, lots of rhinoceros, lions, mammoth, bears." 问的是作品中涉及的动物具有怎样的特别之处，在听的时候要特别注意but后面的内容，所以答案是"Many of them are dangerous"，也就是B11.问答原则，D选项出自"Deep inside a cave like that is not really a place you’d want to stay, so, why? What inspired thePaleolithic artists to make such beautiful art in such inaccessible places? "C选项出自"why these preciseanimals?"，根据同义转换，可知答案为CD。

通过第一步的诊断，老实说，得承认你有问题。

三年前，joe sansone，休斯顿，德克萨斯州，TMC orthopedic公司的董事长，发现他有一个很大的问题。

、TMC orthopedic公司成立于1991年，当时只有三名员工，现如今已超过100名员工，并且在德克萨斯州不断的发展和扩大自己的经销商。

TMC公司主要负责提供假肢，治疗方法|冷冻治疗，同种异体移植物，电子医疗设备和医疗服务在各个大型的社区。

就一个商人而言，桑博说他总是承认保健市场主导的各类产品和他公司所提供的服务，并意识到在提供假肢的服务当中有潜在的利润。

桑博决定开展一个有十名截肢患者组成的小组，从而确定他们的需求以及其中所获取的利润。

“他们恨我们。

”桑博回忆起他的销售代表说，小组经历一个半小时，“没有人觉得和我们待在一起时快乐的，没有人觉得和任何人待在这里是快乐的，这只是一个满是对此表示不满的病人的屋子罢了。

”桑博退了一步，仔细的想了很久，他真的很想努力完成自己的假肢业务。

他就好像在一个十字楼口，他可以采取最简单的方法，照常营业，毕竟他可以从每个病人那里得到很高的利润，而且他很关心自己公司所提供的并不比外面的差。

他能花费很多时间和资源来找到办法解决他的病人的需要。

他开始通过电视来采访截肢患者，从访谈中证实了病人的需求只是没有的到满足，“第一次，我能从病人的角度来了解假肢的服务。

”他还发现并没有那么多患者对护理起诉，而是对整个医疗过程起诉----从初级的保健医师，矫形外形医师，再到专业的康复医师，每位医师都在上演他们独有的作用，但患者却从一个变成另一个。

患者的起诉内容主要有两点，一是他们认为没有人倾听他们的需要，二是他们认为他们在整个医疗过程中没有被一直照顾。

“没有人在整个医疗过程中有时间来处理病人以及他们的情感需要。

”桑博说，“因此，我们工作的发展方案，是我们必须满足患者不仅提供假肢，还要满足病人的所有需求。

”从头开始在过渡过程中的第一步是将TMC公司分开，分成截肢患者中心和假肢中心，其中第一个步骤是创建两个新职位：病人的倡导者和同行者。