Notes, summaries, assignments, exams, and problems for Baccalaureate

Stages in Customer Service

A set of quick and flexible procedures is fundamental to avoid problems.

Usual stages are:

1. Ordering: Using a computer management tool to fill in data such as customer name and number code.
2. Information Request: This has improved tremendously in many companies.
3. Claim and/or Complaint Management: Nowadays, this is mainly done through contact centers, but the internet is rapidly growing.

When dealing with claims, consider:

• Who the claims should be addressed to.
• What data to send to the customer.
• Establish three levels of response: serious claims for superiors, and lower and middle-class claims to solve internally.
• General claims that do not require any actions.
• False or imaginary claims caused by misunderstandings should be addressed,

Important Oracle SQL Data Dictionary Views

Important Oracle SQL tablespaces views include: dba_tablespaces, dba_data_files, dba_tables, user_types, user_source.

Creating Complex Object Types

CREATE OR REPLACE TYPE direccion AS OBJECT(
    calle VARCHAR2(50),
    numero NUMBER(3),
    piso NUMBER(2),
    puerto VARCHAR2(1),
    codpostal NUMBER(5),
    localidad VARCHAR2(50),
    provincia VARCHAR2(50)
);

CREATE OR REPLACE TYPE persona AS OBJECT(
    dni VARCHAR2(9),
    nombre VARCHAR2(50),
    apellido1 VARCHAR2(50),
    apellido2 VARCHAR2(50),
    telefono NUMBER(9),
    fecha_nac DATE,
    direccion direccion
);

Creating Tables Using Object Types

CREATE TABLE agenda OF persona;

DESC agenda; -- Visualize table structure


CREATE TABLE agenda2

Music Concerts

Yes, I usually go to large concerts but it depends on the concert and if I like the music or not.

For example, in my opinion, large classical music concerts are a bit boring, since it isn't my musical taste. But the concerts of rap, pop, etc., are more entertaining because I like that music.

In conclusion, going to a large concert depends on the tastes of each person, as they may be boring or not.

1. No, he doesn't, because according to the text writer, the performance may be a single musician.
2. Yes, I can, because concerts are held in a wide variety of settings

E-commerce Fundamentals

Payment Methods for Online Shoppers

Online shoppers commonly use a credit card or a PayPal account to make payments. Other alternative methods include:

• Billing to mobile phones
• Cash on delivery (COD)
• Check
• Debit card
• Electronic money
• Gift cards
• Postal money order
• Invoice

Product Delivery Options

• Downloading (for music, movies, images, etc.)
• Drop shipping (the manufacturer ships the item directly to the consumer)
• In-store pick up (collecting items at a physical shop)
• Printing or by e-mail (tickets for concerts, cinema, etc.)

Market Share and Statistics

E-commerce represented 8% of sales in the USA. In 2012, there were 242 million people shopping online in China.

Advantages of E-commerce

• Convenience

  Online shops are usually available 24 hours

Essential Cost Management Principles

Core Concepts for Multiple Choice

Cost Driver Concept

A cost driver is any factor or activity that has a direct cause-effect relationship with the resources consumed.

Flow of Overhead Costs in ABC

Understand the flow of overhead costs in an Activity-Based Costing (ABC) system:

1. Identify and classify the activities involved in the manufacture of specific products and assign overhead cost pools.
2. Identify the cost driver that has a strong correlation to the costs accumulated in each cost pool.
3. Compute the activity-based overhead rate for each cost pool.
4. Allocate overhead costs to products using the overhead rates determined for each cost pool.

Most Difficult Product Cost to Compute

Of the three product costs, manufacturing

The title of this book is a play on words. *Dead* means mort, and *Lock* means resclusa. What does “deadlock” mean? A complete failure to reach an agreement or solve an argument.

Key Events and Characters in Deadlock

Here are the key questions and answers:

1. Who was Boom Boom?

   Boom Boom was an injured hockey player working for the Eudora Grain Company; he was found dead.

2. How did he die?

   A ship was tied up at the wharf, and Boom Boom went under as she pulled away. His body was badly chewed up (p. 2).

3. Who tells the story, and what relation does she have with Boom Boom?

   Vic tells the story; she’s Boom Boom’s cousin and friend.

4. What’s Vic’s job?

   She is a detective.

5. Why did Vic want to find out more about Boom Boom’s death?

   Because she didn’t

Text 9 Librecambism and protectionism

This text Is a transcription of a speech given by the speaker Federico Etxebarria, a Basque (). Its aim is to complain about a possible trade treaty between Spain And Germany, which will allowed German iron to be sold in the country. It is a First level text dated on the late 19^th century, in 1893.

This Speech was given during the period of Restoration System, implied after the Intention, in 1874, of creating a republic in the country. The country was at This period run by the 1876 Constitution and where the two dynastic parties, The conservatives of Cánovas and the liberals of Sagasta took it in terms to Govern. Rigging elections enable this situation. Economicwise, Spain was not Very developed. Agriculture... Continue reading "The Impact of Protectionism on 19th Century Spain: A Basque Perspective" »

The new statute, known as the “Elgueta Statute” because it was settled in Elgueta, was shorter than the initial draft. The statute's implementation was limited to the area of the Basque Country under the control of the Republic and the Basque people: Biscay, the very west part of Gipuzkoa, and a small part of northern Alaba. It could not be implemented in the rest of the territory, despite being the official law, because it was under the control of the upraised military.

Basis in the 1931 Constitution

The statute emphasized its basis in the 1931 Constitution. This implied that the statute could not contradict the constitution. For example, there was no reference to Catholicism as the official religion, and all citizens were equal before... Continue reading "The Basque Statute of 1936: A Short-Lived Autonomy" »

The Basque Statute of 1937

Historical and Legal Context

This legal text outlines the articles of the Basque Statute. Authored by representatives of Basque citizens and confirmed by the central government, it came into effect on October 7, 1937, though its publication in the Basque Country took two days. This law applies to all citizens, particularly those in the Basque Country directly affected by its provisions.

Background and Development

The Basque Statute was not a novel concept. Attempts to establish it during Primo de Rivera's dictatorship failed. The possibility of its approval arose with the 1931 Constitution of the Second Republic, which recognized the right of territories with shared characteristics (past, language, history) to gain autonomy.... Continue reading "The Basque Statute of 1937: A Historical Overview" »