Starbucks vs Tim Hortons

A Comparison of Starbucks and Tim Hortons Starbucks and Tim Horton’s are two companies that specialize in the food and coffee service industries. Information about each company, a comparison of how each markets their brand and their differing distribution methods will be provided. Starbucks is a â€Å"premier roaster, marketer and retailer of specialty coffee† (Marketline 2012). This company is globally recognized because of their vast amount of stores, consisting of more than 17,000 retail stores in over 55 countries.Most retail stores are in highly populated areas, like â€Å"downtown and suburban centers, office buildings, university campuses and in select rural and off-highway locations† (Marketline 2012). Starbucks sells other products in addition to coffee, like teas and fresh food items. It also â€Å"licenses its trademarks through †¦ grocery stores and national food service accounts† (Marketline 2012). Some of the brands, besides Starbucks, a re Tazo Tea, Seattle’s Best Coffee and Starbucks VIA Ready Brew.Products for sale in Starbucks stores include Italian-style espresso beverages, cold and iced shaken drinks, and both breakfast and lunch items such as pastries, salads and sandwiches. Starbucks also sells warm food items, coffee equipment provides free wireless internet within its stores. Tim Hortons is like Starbucks in the sense that they provide similar products like â€Å"premium coffee, flavored cappuccinos, specialty teas, home-style soups, fresh sandwiches, wraps, hot breakfast sandwiches and fresh baked goods† (Marketline 2012). Tim Hortons has 3,750 restaurants in Canada and the United States.Most of these (3,148) are in Canada. â€Å"It also offers home-brew coffee through various lines of distribution in Canada and the US, including certain grocery stores† (Marketline 2012). The way in which both Starbucks and Tim Hortons distributes their products is through the various licensing channe ls. For example, Starbucks directly advertises and sells its products in grocery and warehouse club stores in Canada, the U. K. and countries in Europe. This channel is also known as the CPG Channel, which represents the four business segments: the U. S. , international, global consumer products group and other (Marketline 2012).Many licensees also have license agreements with Starbucks where Starbucks sells its ingredients to make these products that are sold in retail stores. Regarding Starbucks, some of these licensing agreements are with North American Coffee Partnership (joint venture with Pepsi-Cola Company), Arla, Suntory, and Dong Suh Foods. With these license agreements, Starbucks is able to have these other companies â€Å"manufacture and market ready-to-drink beverages† like the Frappuccino and Doubleshot espresso drinks as well as manufacture, market and distribute Starbucks chilled cup coffee beverages in Europe, Japan and South Korea.Super-premium Tazo Tea and i ce cream products in the U. S. with Unilever is another example of how the manufacturing and distribution works with Starbucks. Most of these products discussed are sold to foodservice companies that serve the following industries: businesses, education, healthcare, office coffee distributors, hotels, restaurants, and airlines, among many more. National accounts also receive Starbucks (Seattle’s Best Coffee brand), such as SYSCO Corporation, US Foodservice and others (Marketline 2012).Like Starbucks, Tim Hortons uses warehouses for distribution efforts as well. They also market their goods in restaurants and also have self-serve kiosks that consist of pastries and both hot and cold beverages. What differs from Starbucks is the distribution of paper and dry goods in the â€Å"Canada-based restaurants† as well as the frozen baked goods that are delivered to Ontario-based restaurants. Coffee-roasting plants in areas like Rochester, New York and Hamilton, Ontario are also used as third party distributors, which differs from Starbucks’ methods (Marketline 2012).Tim Hortons doesn’t have as many joint ventures as Starbucks, but still also shares that distribution method, as Tim Hortons operates the Maidstone Bakeries facilitiy, which is a 50-50 joint venture with a subsidiary of IAWS and a subsidiary of Starbucks (Marketline 2012). In comparing both Starbucks and Tim Hortons regarding distribution, Starbucks definitely has more of a wide range of distributors and concentrates mainly on coffee and fresh food distribution. Tim Hortons concentrates on their beverages as well as bread, dry foods and pastries distribution as well.So in this sense, they differ a bit in what they distribute and how, as Starbucks uses a lot of licenses and partnerships while Tim Hortons relies on third party distributors and warehouses. Marketing is another key aspect that both Starbucks and Tim Hortons do differently for their company. Starbucks has intensely use d technology applications such as for the iphone, in which a customer can use their mobile phone to make their purchases and it is also connected to the Loyalty Card that Starbucks has (Baker 2012). Starbucks also uses Facebook and online shopping to market their products.For example, in regards to social media, that area is part of the Marketing team in the UK and Ireland. They include customer care and public relations people, as well. Ian Cranna, Vice President for Marketing, stated that Starbucks believes â€Å"that customers want genuine and authentic interaction with the brands they choose to engage in online† (Lifting the lid on social†¦ 2012). Starbucks hosted a â€Å"Frappuccino Happy Hour† and Cranna also admitted â€Å"most of the best ideas come from their customers† and Facebook is a great way to stay connected. Lifting the lid on social†¦ 2012). Also, regarding the online shopping aspects, the Verismo, recently released in September, is S tarbucks’ first home coffee machine and can be bought on Starbucksstore. co. uk. This is â€Å"the first time the chain has ventured into e-commerce† (Baker 2012). According to Androich and Laird, a managing director, Kris Engskov, stated, â€Å"†Up until today making a Starbucks Latte at home was just not possible. Now customers who have been asking for more convenient ways to enjoy Starbucks need look no further† (2012).Starbucks is aiming to also provide self-serve â€Å"Go machines. † Its aim is to provide â€Å"the quality of Starbucks† anywhere (Baker 2012). Tim Horton also uses technology like social media to attract customers and advertise, just as Starbucks does. Tim Hortons did a Facebook campaign with the â€Å"Rolling up the Rim† promotion, which also included television, radio and both outdoor and in-store promotions. Those who liked the Facebook page could download a free ringtone of the â€Å"Roll Up† ringtone as well as create profile pictures with the theme.Free coffee for a year and gift cards were available to win. This attracted thousands of â€Å"likes† on Facebook and really promoted the Tim Hortons name (Androich and Laird 2012). However, what differs from Starbucks is that Tiim Hortons is especially associated with Canada life, and the few regions it inhabits in the northern United States area, while Starbucks is more of an internationally recognized brand because of its wide spread stores. According to Chris Koentges, a writer in Vancouver, Tim Hortons attracts Canadians.In his article, â€Å"Why we are Tim Hortons and Tim Hortons is us! † was a headline on Canada. com (Koentges 2012). Overall, Tim Hortons and Starbucks differ in their marketing by who they market to – as Tim Hortons is mainly in Canada and Starbucks, although predominantly in the United States, is also all over the world. However, they do market their brands in similar fashions on Facebook or other social media channels and providing chances to â€Å"win† certain prized items. References Androich, A. & Laird, K. (2012).Facebook done right. Marketing Magazine, 117(3), 44-47. Retrieved from EBSO Host on November 11, 2012. Baker, R. (2012). Starbucks launches new caffeine fruit drink. Marketing week (Online Edition), 11. Retrieved from American Psychological Association on November 11, 2012. Koentges, C. (2011). The Pandora’s Box of the new Tim Hortons’. Marketing Magazine, 116 (18), 21. Retrieved from the American Psychological Association on November 11, 2012. Lifting the lid on the social brands. (cover story). (2012).Marketing(00253650), 3-5. Retrieved from the American Psychological Association on November 11, 2012. Starbucks Corporation. (n. d). Retrieved from: on November 11, 2012. Tim Hortons Inc. (n. d). Retrieved from on November 11, 2012.

Documentary Review essays

Documentary Review essays The documentary I watched is about Thaipusam festival. I watched it on National Geographic Channel and was amazed to discover the meaning, the process and the traditions and practices of Thaipusam. It was interesting to watch the procession yet at the same time learn more about it in detail. Every January/February, depending upon the lunar month - on a full-moon day in the Tamil month of Thai, the Hindus will celebrate Thaipusam in honour of their Hindu God, Lord Subramaniam (sometimes referred to as Lord Murugan) who is a son of the Hindu God Shiva. He is believed to represent virtue, youth and power. As mentioned in the documentary, Thaipusam is celebrated in Singapore and also in Malaysia, although it does not occur in India, which is rather strange to me. Thaipusam is important to the Hindus, as they believe that it reinforces the solidarity of the minority Hindu community and symbolises the eternal struggle between good and evil. This festival is known for the devotees who fulfil vows by shaving their heads bald or performing rituals. Some have their cheeks, chest and tongue pierced with flesh hooks or thin sharp spear like metal rods that looks more like skewers. Personally, I find the piercing ritual rather horrifying as it was a gory scene with lots of blood. Some of the devotees carry milk pots, while some carry a 'Kavadi'. The Kavadi is a large festive structure, made of aluminium, covered with colour and peacock feathers. It symbolises a mountain, with an effigy of Murugan at the top. Some Kavadi can reach 3-4 metres in height. Others pull wheeled altars that are atta ched to the back by hooks. They all involve some form of body piercing. As they are said to be in a trance, there is no pain of piercing such stuff on their bodies. But as a viewer, it was rather painful for my sight. Young devotees as early as the age of 9 also participates in this festival, they have to go for a thorough bath du...

Middle and Adolescence Development Essay Example | Topics and Well Written Essays - 500 words

Middle and Adolescence Development - Essay Example Peer relations are related to the formation of friendly group. The number of friends during this age is greater than any other age. This formulation is also similar to Maslow’s need for belongingness. The middle age peer relation concerns for the communal needs of acceptance by peers and avoidance by rejection. These communal needs include, affection, intimacy companionship, support etc.(Buhrmester, 1996). The adolescent shows increased influence of peer group than a middle childhood. During the transition period, the children usually reject old friends and come to new relations. Girls are more likely to accept new friends than boys. The middle childhood friendship is based on easiness to handle the friends. But in adolescence the relation is based on commonality. Peer rejection is painful during adolescence more than middle childhood. Thus though the emotional relations he slowly learns that the previously believed things are wrong The adolescent picks up the habit and social qualities of his companion. Peers influence his interests, attitude and values. The social behavior of an adolescent is controlled by the peer group. During this time the peer relation inculcates the sense of loyalty, sympathetic attitude and willingness to obey the social rules and regulation.

Passage Identification and Explication Essay Example | Topics and Well Written Essays - 3250 words

Passage Identification and Explication - Essay Example What reverses may attend the remainder is in the hand of Providence; but, if they arrive, the reflection on past happiness enjoy'd ought to help his bearing them with more resignation. To Temperance he ascribes his long-continued health, and what is still left to him of a good constitution; to Industry and Frugality, the early easiness of his circumstances and acquisition of his fortune, with all that knowledge that enabled him to be a useful citizen, and obtained for him some degree of reputation among the learned; to Sincerity and Justice, the confidence of his country, and the honorable employs it conferred upon him; and to the joint influence of the whole mass of the virtues, even in the imperfect state he was able to acquire them, all that evenness of temper, and that cheerfulness in conversation, which makes his company still sought for, and agreeable even to his younger acquaintance.†Ã‚  Telling the story of his life, Franklin desired to share the precious lessons he gai ned in his journey from being a hard-working man to the simplicity of his life amidst his many achievements. Being one among the founding fathers of the United States, Franklin influenced the nation which until this time reflects the virtues he taught his countrymen, loving the luxuries of freedom, being able to improve oneself in proportion to an individual’s efforts and determination. Writing his autobiography was not merely telling his achievements but was directed to the learning of his biological son as well as his American sons from the virtues he himself learned from other people as he dealt with them, disciplining himself to embrace what he considers are virtuous, becoming an example to his people. As to virtue, this could be a... The researcher states that Thoreau presented his ideas strongly first, by getting the attention of his audience through questions just as he did in the verse that was extracted from his controversial essay, founded from a fact that is equally or even more controversial. Though all forms of government one way or another prove to have unjust laws, the essayist particularly spoke about the democratic United States of America which presented to him the absurdity of human laws. Through his questions, he thus then encourages his audiences to think about how they should react, whether they obey the laws, change them or violate them all at once because if the laws were right. These questions, though rude they may appear to an individual, should be reconsidered as to how one should react. Thoreau sought the meaning of life in this adventure he imposed upon himself, fearing to die and find out that he never lived but that he wanted all of what life could offer, enjoy them all and in the end, s ay to himself, he lived life to the fullest. He considered himself a god in his own Olympus that he found in Walden Pond, able to reign in his small world and not dictated by other people, their laws and other influences that could hinder the life he considers effectual. It is then concluded that the personality of the philosopher reflects the freedom one enjoys in the land of the free, enabling a person to live as he desires as long as he is not going against any law and endanger others in the process.

Compare contrast romeo and juliet with west side story Essay

Compare contrast romeo and juliet with west side story - Essay Example First, the plays were written in different periods, so their characters are not similar. This is a statement to establish in the following discussion/comparison of the two plays. The two stories revolve around disagreements between families with opposing values and conclude in the demise of young adults. This is because the young people involved had a notion that their deep love to each other would surmount the aggression between the families (Gibbons 3). In Romeo and Juliet, Juliet’s family (Capulet) considered themselves as noble, while Romeo’s family (Montague) was a humble family. Juliet was a young virgin girl 14 years of age, who had been promised to marry a man of the family’s own choice. However, she cared less for the man. It occurred that Romeo, accompanied by his friends, crashed at the Capulet’s party and instantly fell in love with Juliet. At that time, when Juliet was falling in love with Romeo, she had no idea who he was. Juliet came to know more about Romeo from her cousin, who identified him as a family enemy. Romeo and his friends were ousted by the Capulet family from the party. Some days later, Romeo returned back to Juliet’s home where they met on her balcony. He slept with her and promised to marry her. The two families issued various threats against each other, and Romeo accidentally killed Juliet’s cousin (Bly 17). Romeo was banished from the city. Conversely, in the West Side Story, Tony was Polish while Maria was a Puerto Rican residing in New York. Just like the Montague and the Capulet, the two groups had people who protected them regardless of the aggressiveness between the two families. Tony is killed by a gang in the end as a result of the union between him and Maria (Laurents 3). Maria decided to move on after Tony’s death despite the strong love she had for him. The West Side Story plot and performance is in Manhattan Upper West Side. The story revolves around the conflict between two youth

Response to DQ1 and DQ2 Different Financial Information Users and Essay

Response to DQ1 and DQ2 Different Financial Information Users and Isolation - Essay Example Along with the annual report which includes the financial statements for a fiscal year public companies also release trimester financial statements to keep the public informed about the financial performance of the company. DQ2 You mentioned that employees want to know about the financial performance of a firm because they want to know how stable their company is whenever it comes to job security and benefits. Another reason that employees need to be informed regarding the financial performance of a firm is because many employees receive stock options and bonuses that are tied to the financial performance of the firm. The most important output of the income statement is that last line of the report which states the net income or net loss achieved during an accounting period. The goal of all public corporations is to maximize shareholder’s wealth (Besley & Brigham, 2000). Investors must analyze the financial statements using multiple techniques including ratio analysis, horizon tal analysis, variance analysis, and vertical analysis. The CEO of public corporations since the creation of the Sarbanes Oxley Act must sign the financial statements and are personally liable in case of fraud. References Besley, S., Brigham, E. (2000). Essential of Managerial Finance (12th ed.).

Examining The Objective Of Industrial Training Information Technology Essay

Examining The Objective Of Industrial Training Information Technology Essay Industrial Training (OMT 330) course is compulsory to all students that taken a Diploma in Office Management and Technology program under Mara University of Technology. During the course duration, students need to follow practical training for 15 weeks that as many 4 hour credit. The objective of Industrial Training is to allow practical students to the opportunity to apply the theoretical part of knowledge obtained in academic programs to a practical work experienced. The major purpose for Office Management students is to go through this course so they can gain experiences in administration and management in the organization. An additional objective of this course is to present exposure to the OM114 trainers about the preparation, adding knowledge and to move up their skills in their workplace, along with raising their self-confidence for going into the real world of employment. Beside that, OM114 students also obtained their experiences about the agencies and how the staff in the agencies administrated efficiently. We was able to understand a movement of the duty or the job that given. We also found that each section of agencies always needs cooperation with each other. The purpose of this report is as the evidence that I was done a practical and for my reference in the future. Then, it also requires 30% from the overall grade. Lastly, the most important of the existence of this course, a student will be able to learn and know everything about an agency which I havent know before this. ORGANIZATION BACKGROUND UiTM is Malaysias premier institution of higher learning that has experienced an extraordinary growth since its establishment in 1956. The university has expanded nationwide with 3 satellite campuses, 12 branch campuses, 6 city campuses, 25 franchise colleges and a smart campus for the future. Its formation is based on a vision of outstanding scholarship and academic excellence that is capable of providing leadership in all fields of internationally recognized professional study. This serves as channel for greater strides in the development of the university and the nation. During these years of growth, UiTM has built on the educational infrastructure placed by its founders to a level comparable to many international universities. Today, it draws strength from the initiatives of these leaders to aspire to be world-class in all its activities to explore the frontiers of knowledge, to master new technologies and harvest the abundant riches of diverse cultures, markets and new industries. THE HISTORY OF UNIVERSITI TEKNOLOGI MARA Dewan Latihan Rida (Rida Training Center) 1956 1965 RIDA Training Center was the inspiration of Dato Onn Jaafar, the founder and former president of United Malays National Organization (UMNO). The idea was conceived as a result of a study visit of Sri Lankas rural development programmed in 1951. A working paper of the visit outlined the establishment of RIDA and its objectives of rebuilding the rural society, as well as improving its economy. There were two centers under the auspices of the Rural and Industrial Development Authority: Taman Asuhan RIDA (Kuala Lumpur) and Dewan Latihan RIDA (Petaling Jaya). Dewan Latihan RIDA began operations in November 1956 under its first principal, Tuan Syed Alwi bin Syed Sheikh Alhadi. It was officially opened by Dr. Ismail bin Dato Abdul Rahman, the Minister for Trade and Industry on 14 February 1957. In 1964, Dewan Latehan RIDA held its first convocation and 50 graduates were awarded certificates by Tun Abdul Razak, the then Deputy Prime Minister of Malaysia. Maktab Mara (Mara College) 1965 1967 Dewan Latihan RIDA become known as Maktab MARA or MARA College in June 1965.The name change also meant that the college no longer operated under RIDA and instead become the most important unit of the MARA Training Division. Institut Teknologi Mara (Mara Institute Of Technology) 1967 1999 MARA College was officially renamed Institut Teknologi MARA on 14 October 1967. Its establishment came as a response to a crucial need in the country for trained manpower in the professional and semi-professional levels, especially among Bumiputeras. ITMs rapid development during those years came about with the expansion of its educational programmes, which was in line with the requirements of an increasingly demanding job market. Many courses were internationally affiliated and the institute had advanced diploma courses, which were equivalent to a degree. ITMs development is the best seen in three phases that span a period of 32 years in total. The first phase (1967 1976) came with the declaration of the institute as an autonomous body with its own 300-acre campus in Shah Alam and was placed under the Ministry of Rural Development. The second phase (1976 1996) saw ITM rapidly harnessing its potentials as an institution of higher learning. It led to the passing of the ITM Act of 1976 that placed the institute directly under the Ministry Of Education. Universiti Teknologi Mara (August 26, 1999) In August 1999, the former Prime Minister of Malaysia, Dato Seri Dr. Mahathir Mohamad announced the change of name of ITM to Universiti Teknologi MARA (UiTM). With this acknowledgement from the government, a major restructuring exercise was carried out in order to consolidate the Universitys resources for optimum productivity. UITM PAHANG BRANCH HISTORY Founded in January 1985, UiTM Pahang began operations in a temporary campus in Kuantan. The Pahang state Government allocated 1,000 acres of land in Bandar Jengka. Constructions started in year 1988 and the campus moved from Kuantan to Bandar Jengka in May 1993. The first phase was to accommodate 2,500 students. The existence of UiTM Pahang in the Jengka region acts as a catalyst towards the development of Bandar Jengka. The former campus in Kuantan is maintained as a campus conducting flexible learning and off-campus programs. In year 2002, the Pahang campus has a total enrolment of 5,131 students, with 4,002 in Bandar Jengka campus, and 993 in Bukit Sekilau campus and 136 in the city campus of Raub. Beginning the next intake, the educational study plan will change and the campus will absorb degrees courses and the new students are lucky. UiTM mission; enhancing the knowledge and expertise of Bumiputeras in all fields of study through professional programs, research work, and community service based on moral values and professional ethics. It is important to know the vision of this institution, with phrases and act to establish UiTM as premier university of outstanding scholarship and academic excellence capable of providing leadership to Bumiputera`s dynamic involvement in all professional fields of world-class standards in order to produce globally. Every members of UiTM should be pleased to achieve these mission, vision, and objectives. COMPANYS MISSION, VISSION AND OBJECTIVE UiTM MISSION: To establish UiTM as a premier university founded on the tenets of scholarship and academic excellent capable of promoting Bumiputeras dynamism in all profession field of world-class standard and producing ethical and globally competitive graduate. UiTM VISION: To enhance knowledge and expertise of Bumiputeras in all fields of study through professional programmers, research work and community services founded on moral values and professionals ethics. UiTM OBJECTIVE: To provide maximum opportunities for bumiputeras to persue professionally-recognized programmer of study in science, industry, technology, business, arts and humanities. To provided quality and innovations of study relevant to current market needs and customer demands and in line with the policies of national development. To establish a university-wide human resource development programmed for instilling sound value system within the university community. To ensure that UiTM graduates are adequately prepared to join the local as well as the international workforce. To establish UiTM as a centre of excellence that ensures the sound and effective management of its human resource, and finances and assets. FACULTY OF OFFICE MANAGEMENT TECHNOLOGY The faculty of Office Management Technology has been located at Jengka Branch since 1993. The programs offered by the Faculty are Bachelor in Office System Management (Hons.) and Diploma in Office Management Technology. The Head of Program OM114 (diploma level) is Mrs. Norlaili binti Harun while Mr. Azmi bin Salim is the Head of Program OM 221 (degree level). These programs focus on the office administration of any organization, with emphasis on the office procedures, office management, office automation, office competencies, communication, personality development and second as well as third languages. The main objective is to enhance the backbone operations in any organization. The total number of academic staff is 25 and currently the Faculty has 800 students at Jengka branch. The faculty always makes continuous efforts to ensure that all staff are highly qualified and dedicated in their profession. Students enrolling in the program would have a great learning experience since they will be trained and guided in a friendly environment. The program has been given recognition from various industries since it was first offered. As such, besides offering the program on a full- time basis, the Faculty is also offering the program on a part-time basis. The syllabus that has been covered in diploma level is including administrative management, office competencies, business laws, communication and etc. Students graduating from the program would have promising careers in any organization. Organization chart Name of lectures those not in the picture: Cik Noorsuraya bt Mohd Mokhtar Cik Zuria Akmal bt Saad USE OF OFFICE TECHNOLOGY Office technology is technology of office equipment that being used in completing the office tasks and at the same time it will help our organization to produce a good quality performance. Nowadays, many companies provide the latest technology in the office to help their employees enhance their productivity in order to achieve company goals. In UiTM Pahang, the entire departments including Faculty Office Management and Technology use the basic operation software for the daily tasks. (A) Word Processing Package Word processing package is the most vital method for us to ensure our daily tasks run smoothly. Word processing package that use by our division are including Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Front Page, Microsoft Access and Microsoft Publisher. During my External Industrial Training, I usually use Microsoft Word Processing in daily routine. It includes the preparation of correspondence such as memos, letters, flyers, newsletter, manual, offer letters and other types of printed communication. For me, it is a simple job task and it is easy to be done because I had learned this software through a document processing subject. Through Microsoft Word Processing, we are able to adjust the format of the letter whether it is a left bound or in a right bound format. Beside that, this software enable us to check our spelling and grammatical errors. During my practical, I have been given responsible to prepare letters for invitation speaker in Program Motivasi and Pemantapan Akademik Pelajar, Pelantikan sebagai Pelaras Khusus and others. All of the letter that has been produce by UiTM must have a letterhead, and it is compulsory to state the UiTM Motto. Sometimes, I also need to draft and type a memorandum using a correct format. Normally, Puan Norlaili bt Hj Harun asked me to prepare a memorandum to inform OM114 students about a latest information related to their Academic such as validation date and intersession program. Before that, I have problems in handling a Microsoft Excel Package. But, after been ask by my supervisor to complete a task that uses the software, I gain new knowledge and skills. I have responsible to key in the data including name of the Diplomas students and also all the information about lecturers Faculty of Office Management and Technology. Using a Microsoft Excel, it really teach me to be patient person because it so complicated to adjust the format, layout, and etc. When I am facing a problem in handling this package, Puan Norlaili bt Harun will help me. She willing to spend time to teach me on how to delete cells, edits, and adds cells and so on. I am very grateful for her guidance. (B) On The Job Training During my practical training, I had no problem with any unfamiliar package that was offered to me. For the software that I am not very familiar such as Adobe, I was trained to use the package by my supervisor through guidelines and instructions. (C) Others Office Equipment Computer During my External Industrial Training, I use my own computer because they not provided a computer for trainee. Its maybe because of insufficient budget. Actually, it is compulsory to provide a computer for each staff. Nowadays, computer becomes more vital and the purpose of providing computer is to help the entire task run smoothly. Basically, 90% of our daily task is using the computer. Through an email, the staff will communicate each other and sending the important information faster. Printer Normally computer will links with the printer. The function of the printer is to produce the output that has been process by a computer. I have been exposing in using a printer which is HP Laser Jet Printer. This printer can receive, transmit, store, print and copy any data. It also can produce copies sources such as computer file, graphic scanners, or even pictures. It uses a narrow beam of light to form images on paper. It produces beautiful printed originals with great speed. This printer also will produce an output in graphics or produce in color. Normally, I will used a printer to print an application letter, memorandum, budget, question paper, forms for external practical and also booklet. Photocopy Machine Photocopy machine produces copies directly from an original document. The original can be handwritten, printed or drawn. This machine is used to make copies of any documents. Photocopy will be made in black color or full color. One more thing that I dislike in handling a photocopy machine is when the paper has jammed or stacked. I need to check the tray one by one and put out the paper that has jammed. I have use a photocopy machine to print a letter, receipt, questions paper, brochure, monthly report, minutes of meeting and also certificates. The purpose of copying any documents is for future reference and as a backup file. Usually, the maximum number of copy is 30 copies and if it is more than that, we will riso that document. Photocopying is now widely available and is a fairly economical way to print a small number of books. Facsimiles Machine Sometimes, I need to fax a document such as a letters, proposals, syllabus courses, and forms to outside of the organization. At UiTM Pahang, facsimiles machine only provided at Examination Units and HEA (Academic Affairs Department). Before this, I think that facsimiles machine is complicated to use but later, I notice that my perception is totally wrong. Facsimiles machine is an output device that scan image and sent it electronically over the phone line to be receive by fax machine which print the signal or image the text or photo and recreate it on paper. The types of facsimiles machine that use by the organization is multifunction which is combine an impressive arrangement of office tool. A facsimile automatically reports transmission of a facsimile message upon transmitting the facsimile message. For reporting the message transmission, facsimile numbers of called parties are stored in a memory together with their corresponding telephone numbers. Then, the facsimile message is transmitted to a section called facsimile corresponding to any one of the facsimile numbers receiver. Thereafter, the facsimile immediately dials the corresponding telephone number to transmit a transmission reporting voice message. At one times, I failed to fax an important document to UiTM Shah Alam because the line is so busy. I need to try and waiting for a long time to make sure this document is successfully being sent. TELEPHONE TECHNIQUES Todays telephone technologies play a role key in the demand for worldwide communications. As a worker, we required to use a variety of technologies as well as the telephone for daily communications. These technologies will continue to evolve the organizations search for ways to increase productivity, efficiency and the quality of customer services. Telephone calls are often less time-consuming than a memo, letters or even e-mail. The telephone techniques that used in this company are really consistent with what I have taught in Office Administration II course. Because the telephone is such an important communications tool, I must use proper telephone techniques while answering incoming and making outgoing calls. To create a positive image for the organization, I do my best to develop good communication skills. The voice, pronunciation, grammar, and vocabulary, as well as my attitude, are important in making a good impression when communicate via telephone. During telephone conversation, I have to convey the pleasure and willingness to help, alertness and courtesy. The ensure that my voice sounds friendly; I put a smile on my face before answering the phone. In addition, I put aside any personal matter while handle any business calls. Besides that, I may request to screen calls, give information or take messages. I was instructed to use the telephone system by my supervisor. Usually, my supervisor instruct me to answer the incoming calls, setting any appointments, seeking information, making confirmation, and etc. My supervisor also taught me how to handle the callers. For all outgoing calls, the numbers begin with 9 and followed by contact number. For example, 9 0123456789 for mobile phone and 9 094602022 for any business contact. But if we want to make inside calls, we just use an extension number especially to connect with Head of Programs, lecturers or other divisions. For example, 2323 is extension number to Puan Norlaili Haji Harun, while 2020 is extension number to Financial Department, and so on and so forth. Usually, my supervisor instruct me to answer the incoming calls, setting any appointments, seeking information, making confirmation, and etc. There are several techniques that we can practice in our daily tasks while answering telephone calls: Listen carefully to the caller and try to avoid other interruption. Try to answer the telephone call within the three rings. First step, when answering a phone call is your should greet the caller, identify the caller, offering help and speaking clearly. Focus on the caller. Let the caller satisfied with your services and feel that you are really give a full attention to his/her message. Prepare yourself. Always have a pen, note book and list of the telephone extension, be ready to answer any of the questions from a caller and give accurate information for them. During telephone conversation, I have to convey the pleasure and willingness to help, alertness and courtesy. Transferring calls if necessary. Ask a few information if the caller want to leave a message. Take a message carefully and with the details information such as the caller name, company name, telephone number; date and time of the calls, message, action required and also for whom message need to be transfer. Thank the caller by using the callers name and let the caller hang first. As a trainee, I always practice myself to end the conversation with a positive tone. So, that the caller will know that we are appreciating them. RECORD MANAGEMENT Filling (Records Management) Records management is a vital component of an agencys which have wider management and information systems. The life-cycle concept, as what have been taught in record management can be seen in the three phases of the life of the record are seen as the equivalent of the three biological ages; current, semi-current and non-current records. Filing is the process of storing office records in an orderly manner within an organized system. A records management filing system is a set of procedures used to organize, store, retrieve, remove and dispose or records. The main purpose of records management systems is to ensure records are available when needed so that the organization can operates efficiently. Such a system fulfills this purpose in several ways by: using storage media, providing proper storage equipment and supplier or outlining procedures for filing. Record can be arranged more accurately by numbers because numbers are easier to read and arrange than alphabet letters. A consecutive numeric system expands quickly and easily because new numbered files can be added at the end of the system of drawers or shelves. The UiTM management, also have decided a specific number to file different types of documents such as: 100: Administrative 200: Building Assets 300: Office Equipment 400: Financial 500: Position 600: Main Function/Specific As a trainee, I have responsible to manage variety types of file and usually it happen every day. This is important to make sure all of the relevant information is updated. If the file has been full with documents, then the file need to be closed. The new file will be created and labeled with a specific code. Normally, there are five steps in managing records which is: creation, distribution, use, maintenance, and disposition. The Record Cycle: Creation Created through dictation, handwritten drafts, voice mail, electronic mail, or using computers and word processors. Created outside the business and received through e-mail, personal delivery, fax machine, voice mail and other communication delivery system. Distribution Records must be distributed to persons requiring the data. It may be sent to users within the company or outside the company. Use Used to make and documenting decisions for answering questions, references, or fax. Records used most often shortly after they created. The older records, the less used. Maintenance Filing and retrieving records occur during the maintenance phase. Organization selects filing method and design filing system for efficient retrieval records. Finding records after they have been filed is the goal of filing system. Disposition Disposition will move rarely used records and provide space for new records. During my External Industrial Training, I learned lots of valuable information and it can be concluded as the procedure that has been use in handling a record in our organization is similar with that I have learned in the syllabus of Record Management Course (Part II). COMMUNICATION Communication is the process of sending and receiving messages, whether through exchanging e-mail, giving a formal presentation, or chatting with co-workers around the espresso machine. Communication can be verbal, printed, recorded and so on. However communication is considered effective only when others understand your message correctly and respond to it the way you want them to. Effective communication will help us manage work flow, improves business relationships, enhances professionals image and also provide a variety of other important benefit. In office, Bahasa Malaysia is one of the medium and important language when communicates with each others. As a trainee, I will practiced a good communication skills when try to communicate among the staff at UiTM Pahang especially with the Director, Executive, Head of Programs/Lectures, Guards, Official Clerks and also maintenance staffs. They also give a positive feedback and willing to cooperation with me when handling specific tasks. I will often be called on to communicate across differences in gender, ethnic background, age, profession and so on. So, to make my message effective, I will use concrete language, specific detail and information that is clear, convincing, accurate and ethical. Basically, there are two types of communication which is internal communication and external communication. When we exchange information with people inside in the organization it is called as internal communication and when the information and ideas is exchanges with outside organization, is called external communication. External communication flows into and out of the organization along formal lines (carefully prepared letters, announcement, e-mail, face to face meeting and so on. Preparation of Correspondence One of my major duties is preparing letters. Most of the letters wrote have to be signed by my supervisor. Letter is one of the documents that can be used to exchange the information. When sending written communication to inside or outside of the organization, familiarize yourself with their written communication preferences and adapt your approach, style and tone to meet their expectations. Usually, I will practice a simple technique when preparing a correspondence (letters) which is: Use simple, clear language. Use precise words that do not have the potential to convey multiple meanings. For instance, the word rich has at least half a dozen different meanings, whereas wealthy has exactly one, leaving no room for ambiguity. Be brief. Use simple sentences and short paragraphs, breaking information into paragraph that are easier for your reader to understand and translate. Use transitional elements. Help readers follow your train of thought by using transitional words and phrases. Precede related points with expressions such as in additional, and first, and so on. Address correspondence properly. Use a correct address and simple salutations. During my External Industrial Training, there are three steps, which I used when preparing any letters. After identify the main points (content) that my supervisor has told, I will draft and then typing the letter according the usual format. On this step, I used my own ideas and words to complete the sentences of the letters. After print out the letters, my supervisor will check it to ensure there is no mistake and standardize. Besides that, I also responsible to wrote a memorandum. Memos are used for the routine, day-to-day exchange of information within an organization. Because of their open construction and informal method of delivery (e-mail or interoffice mail), memos are less private than letters. Normally, I will wrote a memos to inform the students about the simple briefing, to booked a laboratories for presentation and also produce memos to appreciate a certain divisions. There are several advantages when using a written media as a medium to communicate. It will allow the users to plan and control the message, offer a permanent, verifiable record and they minimize the distortion that can accompany oral messages and it can be used to avoid immediate interactions. Telecommunication Technology Used Nowadays, telecommunication technology are widely use such as switchboard, facsimile machines, teleconferencing, voice mail, e-mail, telephone and etc. At UiTM Pahang, we were using the Lotus Note (e-mail) to send or receive any information. E-mail offers speed, low cost, increased access to other employees, portability and convenience (not just overcoming time-zone problems but reaching many receivers at once). Its best for brief, noncomplex information that is time sensitive. With such a quick turnaround time, e-mail tends to be more conversational than traditional media. However, e-mail ease and speed can contribute to poorly conceived, confusing messages that waste more time than they save. When my supervisor asked me to send the information for the students or lectures, I will choose an e-mail and telephone as a medium to communicate. We can converse through e-mail and telephone if they confused, they will asked me some questions. Eventually, we should perform good communication skills because every day we will be dealing with the public. I also use facsimile machine to fax document outside the organization. Besides, in UiTM Pahang also use teleconferencing. For example teleconferencing with Vice Counselor UiTM, Dato Shahol bin Hamid. All lecture and staff need to hear the amanat from him who at UiTM Shah Alam. Travel Arrangement Travel arrangements are made in accordance with organization policy. Large firms may have a travel department for this purpose. However, smaller firms may rely on the services of a travel agency or an office worker has to make the travel arrangement for his or her boses. To prepare the travel arrangement, the officer should schedule meetings and appointments to be held during the trip. Shortly, before the trip, contact each individual with whom they plan to meet to confirm the appointment date, time, and meeting place. I had experience this task where I need to make a travel arrangement for my supervisor because she had a meeting at UiTM Shah Alam for two days. I was take to printed form from Administration division and submit it back after fill all the information required in the form. Next, the manager will check the travel management. After it has been approved, the preparation and the groundwork will be arranged. While preparing travel arrangements, usually I use telephone in making reservation in order to fulfill their needs such as accommodation, transportation and food. HUMAN RELATIONS IN THE OFFICE The term human relations in its broadest sense cover all types of interactions among people-their conflicts, cooperative efforts and group relationships. Many organization include UiTM Pahang, are organizing their workers into teams in which each employee plays a part. Organization eager to improve quality, improve job satisfaction, increase worker participation in decision making and problem solving and improve customer service is turning to teams. When working in teams, it can achieve a higher level of performance than individuals because of the combined intelligence and energy of the group. For example, OMSA (Office Management Students Association), KIK (Creative Innovative Group), PSKK (Sport Association), and also the management at UiTM Pahang are already worked in team. They will interact each other and try to resolve a problem together during a meeting. Besides that, they also will organize a program to improve a relationship among the staff, lecture and also students. I had experiences in team activities such as OPKIM (Operasi Khidmat Masyarakat) organize by Faculty of Office Management and Technology which held at Sekolah Kebangsaan Kuala Tahan, Jerantut. Through these activities, all of the staff can be familiar with each other and it will create a friendly environment in the office. Experiences When Dealing With Supervisor It is my responsibility to follow all instruction given fro