50023

IIIRD SEMESTER ADDON COURSE EXAMINATION

CERTIFICATE COURSE IN E-COMMERCE
FUNDAMENTALS OF E-COMMERCE

TIME : 03HOURS

PART-A
ANSWER THE FOLLOWING QUESTIONS,EACH CARRIES 15 MARKS.

1.A.) The main difference between an intranet and an extranet is that the intranet is the
network that is limited for use on the organizations computers, whereas the extranet is an
extension of the companys intranet. The extranet make available some of the information of
the intranet to people not directly connected to the intranet.

Intranet is an internal network. It is used by companies to connect their computers on a network. Webopedia defines
intranet as a network based on TCP/IP protocols (an internet) belonging to an organization, usually a corporation,
accessible only by the organization's members, employees, or others with authorization. An intranet's Web sites look
and act just like any other Web sites, but the firewall surrounding an intranet fends off unauthorized access.
The intranet is based on TCP/IP protocols, however, it is inaccessible from the outside. Only the members of the
corporation with authorized access may log on and access the network and the data on the network. Like all
networks, the Intranet is mainly used to share data, information, resources, company programs, software
applications, as well as facilitate communication between people or work groups within the company. Intranet
improves the data sharing capability and overall knowledge base of the companys employees.
While, anyone can setup an intranet; it is mainly used by corporations as it is a secure network and is much less
expensive to build and manage than private networks based on proprietary protocols. In fact, Intranets are
considered to be one of the fastest-growing segments of the Internet.
Extranet, on the other hand, is an internal network that can be accessed externally. The extranet can be thought as an
extension of the companys intranet. People from outside the company can have a limited access to the companys
internal network for business or education related purposes. The access may be granted to the organizations
partners, vendors, suppliers, current and potential customers, etc.
Webopedia defines extranet as a buzzword that refers to an intranet that is partially accessible to authorized
outsiders. Whereas an intranet resides behind a firewall and is accessible only to people who are members of the
same company or organization, an extranet provides various levels of accessibility to outsiders. You can access an
extranet only if you have a valid username and password, and your identity determines which parts of the extranet
you can view.
Webopedia also states that the extranets are becoming a very popular means for business partners to exchange
information. However, the extranets require security and privacy, so that the information on the network is not
wrongly accessed or misused by external parties. In order to protect the network, the extranets can incorporate
firewall server management, the issuance and use of digital certificates or similar means of user authentication,
encryption of messages, and the use ofVIRTUAL PRIVATE NETWORKS (VPNs) that tunnel through the public
network.
SearchEnterpriseWAN lists some of the uses of the extranet:

Exchange large volumes of data using Electronic Data Interchange (EDI)

Share product catalogs exclusively withWHOLESALERS or those "in the trade"

Collaborate with other companies on joint development efforts

Jointly develop and use training programs with other companies

Provide or access services provided by one company to a group of other companies, such as an online
banking application managed by one company on behalf ofAFFILIATED BANKS

Share news of common interest exclusively with partner companies

The main difference between an intranet and an extranet is that the intranet is the network that is limited for use on
the organizations computers, whereas the extranet is an extension of the companys intranet. The extranet make
available some of the information of the intranet to people not directly connected to the intranet.

B)

2)

Demographics: The demographics and technology preferences of consumers and health professionals
may be among the first considerations when planning a mHealth program so that technology platforms
can be strategically tailored to users.
Reimbursement and policy framework: Early mHealth models were primarily unsuccessful due to
reimbursement issues rather than technological ones.1 Value-based reforms that bundle payment with
quality outcomes based on evidence-based standards could help advance the business case for mHealth.
Additionally, organizations risk management policies should address privacy and security, Health
Insurance Portability and Accountability Act (HIPAA) regulations, and consumer concerns regarding the
safety of patient information.
Local infrastructure: The availability, accessibility, and reliability of local networks cellular,
broadband, and wireless impact when and how mHealth is used. As download speeds and bandwidth
capacity increase, mHealth programs could leverage more advanced mobile functions. In addition,
health care systems current readiness to manage and respond to incoming clinical data may hinder
mHealths potential.
Disease dynamics: mHealth strategies that align with case management complexities and clinical
objectives, as determined by differing disease states, are more likely to be effective.

A) Local Area Network (LAN)

A Local Area Network (LAN) is a network that is restricted to smaller physical areas e.g. a local office, school, or
house. Approximately all current LANs whether wired or wireless are based on Ethernet. On a Local Area
Network data transfer speeds are higher than WAN and MAN that can extend to a 10.0 Mbps (Ethernet network)
and 1.0 Gbps (Gigabit Ethernet).LAN networks can be implemented in multiple ways, for example twisted pair
cables and a wireless Wi-Fi with the IEEE 802.11 standard can be used for this purpose. One end of the twisted
pair cable is plugged into switches using RJ-45 connectors whereas the other end is plugged to a computer or in
another network. All new routers use the b/g/n IEEE 802.11 standards. The b and g operate in the 2.4 GHz
spectrum, and n operates in 2.4 and 5.0 GHz which allows better performance and less interference.Computers
and servers (provides services to other computers like printing, file storage and sharing) can connect to each other
via cables or wirelessly in a same LAN. Wireless access in conjunction with wired network is made possible by
Wireless Access Point (WAP). Devices with WAP functionality provide a bridge between computers and
networks. A WAP is able to connect hundreds or even more of wireless users to a network. Servers in a LAN are
mostly connected by a wire since it is still the fastest medium for network communication. But for workstations
(Desktop, laptops, etc.) wireless medium is a more suitable choice, since at some point it is difficult and
expensive to add new workstations into an existing system already having complex network wiring.
Metropolitan Area Network (MAN)
A Metropolitan Area Network (MAN) is a network that connects two or more computers, communicating devices
or networks in a single network that has geographic area larger than that covered by even a large Local Area
Network but smaller than the region covered by a Wide Area Network. MANs are mostly built for cities or
towns to provide a high data connection and usually owned by a single large organization.
A Metropolitan Area Networks bridges a number of Local Area Networks with a fiber-optical links which act as
a backbone, and provides services similar to what Internet Service Provider (ISP) provide to Wide Area
Networks and the Internet.

Major technologies used in MAN networks are Asynchronous Transfer Mode (ATM), Fiber Distributed Data
Interface (FDDI) and Switched Multi-megabit Data Service (SMDS, a connectionless service). In most of the
areas, these technologies are used to replace the simple Ethernet based connections. MANs can bridge Local
Area Networks without any cables by using microwave, radio wireless communication or infra-red laser which
transmits data wirelessly.
Distributed Queue Dual Bus (DQDB) is the Metropolitan Area Network (MAN) IEEE 802.6 standard for data
communication. Using DQDB, networks can extend up to 100km-160km and operate at speeds of 44 to 155Mbps.

LAN is a private network used in small offices or homes usually within 1km range with high speed transfer data
rate and fulltime service connectivity in low cost. WAN covers a large geographical area for example, a country
or a continent. Its data transfer data is usually low as compared to LAN, but it is compatible with a variety of
access lines and has an advanced security. MAN covers an area bigger than LAN within a city or town and serves
as an ISP for larger LAN. It uses optical fibers or wireless infrastructure to link the LANs therefore, providing
high speed regional resource sharing.
B) Mobile computing is humancomputer interaction by which a computer is expected to be transported during
normal usage. Mobile computing involves mobile communication, mobile hardware, and mobile software.
Communication issues include ad hoc and infrastructure networks as well as communication properties, protocols,
data formats and concrete technologies. Hardware includes mobile devices or device components.Mobile
software deals with the characteristics and requirements of mobile applications. Mobile Computing is "taking a
computer and all necessary files and software out into the field and the system". There are several different
dimensions under which mobile computers can be defined: (1) in terms of physical dimensions; (2) in terms of how
devices may be hosted; (3) in terms of when the mobility occurs; (4) in terms of how devices are networked; (5) in
terms of the type of computing that is performed.
Limitations

Range & Bandwidth: Mobile Internet access is generally slower than direct cable connections, using
technologies such as GPRS and EDGE, and more recently HSDPA andHSUPA 3G and 4G networks. These
networks are usually available within range of commercial cell phone towers. Higher speed wireless LANs are
inexpensive but have very limited range.

Security standards: When working mobile, one is dependent on public networks, requiring careful use
of VPN. Security is a major concern while concerning the mobile computing standards on the fleet. One can
easily attack the VPN through a huge number of networks interconnected through the line.

Power consumption: When a power outlet or portable generator is not available, mobile computers must
rely entirely on battery power. Combined with the compact size of many mobile devices, this often means
unusually expensive batteries must be used to obtain the necessary battery life.

Transmission interferences: Weather, terrain, and the range from the nearest signal point can all interfere
with signal reception. Reception in tunnels, some buildings, and rural areas is often poor.

Potential health hazards: People who use mobile devices while driving are often distracted from driving
and are thus assumed more likely to be involved in traffic accidents. (While this may seem obvious, there is
considerable discussion about whether banning mobile device use while driving reduces accidents or not. Cell

phones may interfere with sensitive medical devices. Questions concerning mobile phone radiation and
health have been raised.

Human interface with device: Screens and keyboards tend to be small, which may make them hard to use.
Alternate input methods such as speech or handwriting recognition require training.

3 A) EDI (Electronic Data Interchange) refers to electronic communications of business transactions between
organizations. EDI implies computer to computer transactions directly into vendor databases and ordering systems.
In 1996 the National Institute of Standards and Technology defined electronic data interchange as "the computer-tocomputer interchange of strictly formatted messages that represent documents other than monetary instruments. EDI
implies a sequence of messages between two parties, either of whom may serve as originator or recipient. The
formatted data representing the documents may be transmitted from originator to recipient via telecommunications
or physically transported on electronic storage media." (http://www.itl.nist.gov/fipspubs/fip161-2.htm) They specify
that the usual processing is done by computer only and human intervention is intended only for problem resolution,
quality review or other special circumstances.
Advantages of EDI

EDI provides cost savings by reducing paper and eliminating paper processing.

Time savings and eliminating repetition are other benefits from the reduction in paper processing.

Documents can be transferred more quickly and processing errors can be decreased allowing business to be
done more efficiently.

More efficient processing will likely lead to improved customer service which will ultimately expand the
customer base.
Disadvantages of EDI

Contrasted to XML, which is not strictly standardized, many consider EDI to have too many standards.

There are various standards bodies who have developed 'standard document formats' for EDI which can
cause problems with cross compatibility.

These standards bodies also push standards revisions annually which could cause problems if you have a
more recent version of a document than a business partner.

EDI systems are extremely expensive making it difficult for small businesses to implement.

Many large organizations will only work with others who utilize EDI. This may limit the business small
companies are able to do with such organizations and limitTRADING

partners.

B) To exchange documents withTRADING partners, you must convert the data to and from EDI Standard formats.
EDI standards are the requirements for the format and content of EDI business documents. EDI standards determine
the correct order and location of the units of data in an EDI document. All EDI transactions are defined by EDI
standards.
EDI standards developers design and publish EDI Standard formats for various kinds of documents, such as
purchase orders or invoices, that you might exchange with yourTRADING partners.
All EDI standards include the following components:
Element

The smallest component in an EDI Standard.

Segments

Groups of elements.

Transaction sets

Also called messages, transaction sets are groups of segments.

EDI Standard format is comparable to the language that you speak. For instance, an element of the EDI Standard
can be compared to a word. A segment in the EDI Standard is comparable to a sentence. A transaction set in the
EDI Standard is comparable to a paragraph or a document. In the EDI Standard, just as in the language that you
speak, elements (or words) are combined to form a segment (or a sentence). Segments (or sentences) are combined
to create a Transaction set (or paragraph or document).
Two commonly used EDI standards are:

EDI for Administration, Commerce, and Transport (EDIFACT) - generic international.

American National Standards Institute/Accredited Standards Committee X12 (ANSI ASC X12) - generic.

Both ANSI ASC X12 and EDIFACT also contain subgroups, including:

Automotive Industry Action Group (AIAG).

Chemical Industry Data Exchange (CIDX).

Electronics Industry Data Exchange (EIDX).

Voluntary Interindustry Communications Standards (VICS).

Textile/Apparel Manufacturing Communications (TAMCS).

Sundries and Apparel Findings Linkage Council (SAFLINC).

U.S. government.

4 A)

Protocols

HTTP/HTTPS

POP3/SMTP

OFTP/OFTP2

SOAP

WebDAV

X.400

EDIINT working group:

B)

EDIINT AS1 (extension to mail transport)

EDIINT AS2 (based on HTTP transport)

EDIINT AS3 (based on FTP transport)

EDIINT AS4 (based on WebServices)

EDI consists of 3 main components:

1. Standards are determined by the business partners
2. Translation software has two fundamental functions. It must generate outgoing information in a
standardized format and interpret incoming information. Many software tools provide much more
functionality. The cost of translation software varies dramatically depending on the platform and the
functionality required. This cost can range from hundreds to thousands of dollars/euros.
3. Electronic mailbox services (VAN) is of the user company's choice. However, the use of a specific VAN
service may be strongly suggested, due to the relationship established between the business partner and a
specific VAN. It could be a benefit as in this case, some VANs provide discount prices.
PART-B

5 A) What is collaborative authoring or writing? One definition is: activities involved in the production of a
document by more than one author, then pre-draft discussions and arguments as well as post-draft analyses and
debates are collaborative components. [1] Based on this definition, the collaborative authoring process includes the
writing activity as well as group dynamics. Another definition is "...any piece of writing, published or unpublished,

ascribed or anonymous, to which more than one person has contributed, whether or not they grasped a pen, tapped a
keyboard, or shuffled a mouse." [61] This definition alludes to the complexity of identifying and acknowledging
contributions and their contributors.With collaborative authoring, there is a meshing of the complexity of (technical)
writing along with the challenges of collaboration. Given that writing is a complex , open-ended task, there are many
ways of stating meaning. With multiple authors, this adds to the complexity. The acts of collaboration and writing as
they relate to collaborative authoring include: establishing an agenda or goal of the collaboration effort, identifying
writing tasks and dividing those tasks among group members, tracking individual idea generation, defining rules for
document management, identifying roles for group members, communicating ideas, and managing conflict.
Collaborative authoring, therefore, requires effective communication between members of the writing group.
The communication requirements of the writing task are: task division, brainstorming, editing, general discussion,
and goal setting. Task division relates to assigning tasks and communicating the associated requirements and
deadlines. Brainstorming is generating and recording ideas to be used in production of the text. Editing involves
members indicating their comments about and enhancements for the text. These comments and suggestions will be
used to revise the existing text. General discussions can include formal team meetings as well as casual, impromptu
conversations. Determining what the purpose or goal of the document is goal setting. Also, goal setting can include
establishing the timeliness and activities that relate to task division.Besides facilitating the processes of writing,
language and written text are the products of the group as well as the means of communication. When writing, the
author many times makes notes or comments about the text within the text itself. To the reader, these notes may
appear to be part of the actual document. Therefore, there is the need to make the distinction between external
representation and actual document text. Further, it is necessary to understand the context of these notes. An
important part of understanding the context of these notes is knowing the author The concern in this case is how to
differentiate between actual document text, and the text produced as part of the planning and thinking phase.
Types of Collaboration: Research on Collaborative Authoring
There are various of degrees of collaboration in authoring. At one end of the range is a single author who through
discussion with and review by colleagues produces a document. The other end of the spectrum is a group of writers
who jointly author a document. For this appendix, term collaborative authoring is used for two or more individuals
who work together to produce a single document. Research on writing groups [47,61] has identified three
coordination strategies for group writing: parallel, sequential, and reciprocal. With parallel coordination, the writing
task is divided into sub-tasks which are assigned to each group member. These tasks can be completed concurrently.
Sequential coordination involves dividing the writing task in such a way that the first part of the task must be
completed before any other portions of the task. With the reciprocal strategy, the group members work together-simultaneously--on the writing task. Each strategy has inherent advantages and disadvantages. For each
methodology key issues are how the work is divided. (There is the possibility that methods could be combined to
form new coordination strategies.)Based on the results of the study conducted by Ede and Lunsford [39], seven
organizational patterns for collaborative authoring were identified. These patterns are:
1.

the team plans and outlines the task, then each writer prepares his/her part and the group compiles the
individual parts, and revises the whole document as needed;

2.

the team plans and outlines the writing task, then one member prepares a draft, the team edits and revises
the draft;

3.

one member of the team plans and writes a draft, the group revises the draft;

4.

one person plans and writes the draft, then one or more members revises the draft without consulting the
original authors;

5.

the group plans and writes the draft, one or more members revise the draft without consulting the original
authors;

6.

one person assigns the tasks, each member completes the individual task, one person compiles and revises
the document;

7.

one dictates, another transcribes and edits. Results from the study indicated that the percentage of writing
groups that use these methods often or very often range from 3% (method 5) to 31% (method 3).

B) AFINANCIAL

instrument that represents: an ownership position in a publicly-traded corporation (stock), a

creditor relationship with governmental body or a corporation (bond), or rights to ownership as represented by an
option. A security is a fungible, negotiable financial instrument that represents some type of financial value. The
company or entity that issues the security is known as the issuer.
For example, the issuer of a bond issue may be a municipal government raising funds for a particular project.
Investors of securities may be retail investors - those who buy and sell securities on their own behalf and not for an
organization - andWHOLESALE investors - financial institutions acting on behalf of clients or acting on their own
account. Institutional investors include investment banks, pension funds, managed funds and insurance companies.

6 A) Uniform Convergence

.
Informally, if you pick an , I can find an , such that for all functions after
than . This is a strong form of convergence, in contrast to the weak

and

never disagree by more

Pointwise Convergence
.
or, equivalently,
.
Informally, if you pick an , and a particular I can find an , such that for all functions after ,
and never
disagree by more than on . Though uniform convergence implies pointwise, the converse is not true. To see why,
it might be that certain

requirearbitrarily large

have that

. That is, if we think of

as a function

, we might

Convergence With Probability 1

Convergence in Probability
A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests
by telephone. An inbound call centre is operated by a company to administer incoming product support or
information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of
charitable or political donations, debt collection and market research. A contact centre is a location for centralised
handling of individual communications, including letters, faxes, live support software, social media, instant
message, and e-mail.A call centre has an open workspace for call centre agents, with work stations that include a
computer for each agent, a telephoneset/headset connected to a telecom switch, and one or more supervisor stations.
It can be independently operated or networked with additional centres, often linked to a corporate computer
network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the
centre are linked through a set of new technologies called computer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres,
valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered.
It is generally a part of companyscustomer relationship management.A contact centre can be defined as a
coordinated system of people, processes, technologies and strategies that provides access to information, resources,
and expertise, through appropriate channels of communication, enabling interactions that create value for the
customer and organization. Contact centres, along with call centres and communication centres all fall under a larger
umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector
in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled
operational and management staff.

Services
Contact centers run support or help desks, which regularly answers technical questions from customers and assists
them using their equipment or software. Support desks are used by companies in the
computing, telecommunications and consumer electronics industries.
Customer service contact centres answer specific queries relating to customer issues, in the banking and utility
sectors these are frequently used to answer customer questions relating to their account or payments, this type of
service may even be used to respond to customer complaints and undertake retention strategies for unsatisfied
customers.
Contact centres also carry out sales and marketing activities; these can be performed through cold calling strategies
and increasingly through live chat applications on company websites.
Dynamics
contact centre supports interaction with customers over a variety of media, including telephony, e-mail, and
internet chat. A telephone answering service is a more personalised version of the call centre, where agents get to
know more about their customers and their callers; and therefore look after calls just as if based in their customers'
office.
Calls may be inbound or outbound. Inbound calls are made by consumers, for example to obtain information, report
a malfunction, or ask for help. In contrast, outbound calls are made by agents to consumers, usually for sales
purposes (telemarketing). A "blended" center combines both inbound and outbound campaigns where each type of
agent (inbound or outbound) can handle the overflow of the other.
Call centre staff are often organised into a multi-tier support system for more efficient handling of calls. The first tier
consists of operators, who initially answer calls and provide general information. If a caller requires more assistance,
the call is forwarded to the second tier (in the appropriate department depending on the nature of the call). In some
cases, there are three or more tiers of support staff. Typically the third tier of support is formed of product
engineers/developers or highly skilled technical support staff for the product.
Outsourcing
In contrast to in house management, outsourced bureau contact centres are a model of contact centre that provide
services on a "pay per use" model. The overheads of the contact centre are shared by many clients, thereby
supporting a very cost effective model, especially for low volumes of calls. Outsourced centers have grown in
popularity. There is criticism of the outsourcing model
Companies that regularly utilise outsourced contact centre services include British Sky Broadcasting and Orange
(telecommunications) in the telecommunications industry,Adidas in the sports and leisure sector, Audi in car
manufacturing and charities such as the RSPCA.
Outsourced call centers are often located in the developing countries, where wages are significantly lower. The call
center industry in the Philippines and call center industry in the Bangladesh serve as good examples.
Call Centers in Healthcare
The healthcare industry has used outbound call center programs for years to help manage billing, collections, and
patient communication. The inbound call center is a new and increasingly popular service for many types of
healthcare facilities, including large hospitals. Inbound call centers can be outsourced or managed inhouse. MountainStar Healthcare is one of the first companies to build an inbound call center in-house. American
Health Connection is an American healthcare call center corporation with a focus on inbound call centers that utilize
outsourcing.

These healthcare call centers are designed to help streamline communications, enhance patient retention and
satisfaction, reduce expenses and improve operational efficiencies.
A) Content management (CM), is a set of processes and technologies that supports the collection, managing, and
publishing of information in any form or medium. When stored and accessed via computers, this information may be
more specifically referred to as digital content, or simply as content. Digital content may take the form of text (such
aselectronic documents), multimedia files (such as audio or video files), or any other file type that follows a content
lifecycle requiring management. The process is complex enough to manage that several large and small commercial
software vendors such as Interwoven and Microsoft offer content management software to control and automate
significant aspects of the content lifecycle.
8. A) Content management practices and goals vary by mission and by organizational governance structure. News
organizations, e-commerce websites, and educational institutions all use content management, but in different ways.
This leads to differences in terminology and in the names and number of steps in the process.
For example, some digital content is created by one or more authors. Over time that content may be edited. One or
more individuals may provide some editorial oversight, approving the content for publication. Publishing may take
many forms: it may be the act of "pushing" content out to others, or simply granting digital access rights to certain
content to one or more individuals. Later that content may be superseded by another version of the content and thus
retired or removed from use (as when this wiki page is modified).
Content management is an inherently collaborative process. It often consists of the following basic roles and
responsibilities:

Creator responsible for creating and editing content.

Editor responsible for tuning the content message and the style of delivery, including translation and
localization.
Publisher responsible for releasing the content for use.

Administrator responsible for managing access permissions to folders and files, usually accomplished
by assigning access rights to user groups or roles. Admins may also assist and support users in various ways.

Consumer, viewer or guest the person who reads or otherwise takes in content after it is published or
shared.

A critical aspect of content management is the ability to manage versions of content as it evolves (see also version
control). Authors and editors often need to restore older versions of edited products due to a process failure or an
undesirable series of edits.
Another equally important aspect of content management involves the creation, maintenance, and application of
review standards. Each member of the content creation and review process has a unique role and set of
responsibilities in the development or publication of the content. Each review team member requires clear and
concise review standards. These must be maintained on an ongoing basis to ensure the long-term consistency and
health of the knowledge base.
A content management system is a set of automated processes that may support the following features:

Import and creation of documents and multimedia material

Identification of all key users and their roles

The ability to assign roles and responsibilities to different instances of content categories or types

Definition of workflow tasks often coupled with messaging so that content managers are alerted to changes
in content

The ability to track and manage multiple versions of a single instance of content

The ability to publish the content to a repository to support access

Increasingly, the repository is an inherent part of the system, and incorporates enterprise search and retrieval.
Content management systems take the following forms:

Web content management systemsoftware for web site management (often what content
management implicitly means)

Output of a newspaper editorial staff organization

Workflow for article publication

Document management system

single source content management systemcontent stored in chunks within a relational database

Variant Management systemwhere personnel tag source content (usually text and graphics) to represent
variants stored as single source "master" content modules, resolved to the desired variant at publication (for
example: automobile owners manual content for 12 model years stored as single master content files and
"called" by model year as needed)often used in concert with database chunk storage (see above) for large
content objects

Content management expert Marc Feldman defines three primary content management governance structures:
localized, centralized, and federatedeach having its unique strengths and weaknesses. [1]
Localized Governance:
By putting control in the hands of those closest to the content, the context experts, localized governance models
empower and unleash creativity. These benefits come, however, at the cost of a partial-to-total loss of managerial
control and oversight.

Centralized Governance:
When the levers of control are strongly centralized, content management systems are capable of delivering an
exceptionally clear and unified brand message. Moreover, centralized content management governance structures
allow for a large number of cost-savings opportunities in large enterprises, realized, for example, (1) the avoidance
of duplicated efforts in creating, editing, formatting, repurposing and archiving content, (2) through process
management and the streamlining of all content related labor, and/or (3) through an orderly deployment or updating
of the content management system.
Federated Governance:
Federated governance models potentially realize the benefits of both localized and centralized control while
avoiding the weaknesses of both. While content management software systems are inherently structured to enable
federated governance models, realizing these benefits can be difficult because it requires, for example, negotiating
the boundaries of control with local managers and content creators. In the case of larger enterprises, in particular, the
failure to fully implement or realize a federated governance structure equates to a failure to realize the full return
onINVESTMENT and cost savings that content management systems enable.

B) As today theMARKET is characterised by a number of products, a variety of diverse customers and stiff
competition. In such a scenario, marketing with consumer in mind has become a necessity. Marketing managers are

shifting their focus from selling a product to creating something that is needed. Starting from product creation to
selling and servicing, consumer focus is given the utmost priority. The focus group discussions, Surveys and
feedbacks done by companies to understand consumers are some examples to show how much importance is given
to consumers.
PART-C
9) Bluetooth is a computing and telecommunications industry specification that describes how mobile phones,
computers, and personal digital assistants (PDAs) can easily interconnect with each other and with home and
business phones and computers using a short-range wireless connection.
10) WORLD WIDE WEB
11) Computer-aided design (CAD) is the use of computer systems to assist in the creation, modification, analysis,
or optimization of adesign. CAD software is used to increase the productivity of the designer, improve the quality of
design, improve communications through documentation, and to create a database for manufacturing. CAD output is
often in the form of electronic files for print, machining, or other manufacturing operations.Computer-aided design
is used in many fields. Its use in designing electronic systems is known as electronic design automation, or EDA. In
mechanical design it is known as mechanical design automation (MDA) or computer-aided drafting (CAD), which
includes the process of creating a technical drawing with the use of computer software. CAD software for
mechanical design uses either vector-based graphics to depict the objects of traditional drafting, or may also
produceraster graphics showing the overall appearance of designed objects. However, it involves more than just
shapes. As in the manual draftingof technical and engineering drawings, the output of CAD must convey
information, such as materials, processes, dimensions, andtolerances, according to application-specific conventions.
CAD may be used to design curves and figures in two-dimensional (2D) space; or curves, surfaces, and solids
in three-dimensional (3D) space. CAD is an important industrial art extensively used in many applications, including
automotive, shipbuilding, and aerospace industries, industrial and architectural design, prosthetics, and many more.
CAD is also widely used to produce computer animation for special effectsin movies, advertising and technical
manuals, often called DCC digital content creation. The modern ubiquity and power of computers means that even
perfume bottles and shampoo dispensers are designed using techniques unheard of by engineers of the 1960s.
Because of its enormous economic importance, CAD has been a major driving force for research in computational
geometry, computer graphics (both hardware and software), and discrete differential geometry.
12) It is absolutely possible and a rather economic decision to establish your own call center. However, it is not as
simple as equipping a few people with phones. There are several factors that should be kept in mind.
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First, it is important to have a space specially designated for the call center. This area should be out of the
way from regular traffic. If the call center is out of the home, be sure it isnt near a childs bedroom or aFAMILY
ROOM

that has a predisposition for being noisy. If at a business, it should not be affected by interference from

the typical goings-on.

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Secondly, agents should be using multi-line phone systems and headsets. This equipment can be expensive,
especially in mass quantities, but be advised that when used for business it becomes tax deductible.

Also, be sure that all computers being used by agents have separate accounts for users. If a managers
family uses the computer when it isnt in use by agents, the files are at risk of being deleted or corrupted. The
only person who should be able to access an agents account is that agent.

Finally,INVEST

in comfortable and durable furniture. They will likely be used all throughout business

hours and it is only right to provide agents with a proper work environment.
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13) Mobile computing is humancomputer interaction by which a computer is expected to be transported

during normal usage. Mobile computing involves mobile communication, mobile hardware, and mobile software.
Communication issues include ad hoc and infrastructure networks as well as communication properties, protocols,
data formats and concrete technologies. Hardware includes mobile devices or device components.Mobile
software deals with the characteristics and requirements of mobile applications.
14) Electronic Data Interchange (EDI) is the electronic interchange of business information using a
standardized format; a process which allows one company to send information to another company electronically
rather than with paper. Business entities conducting business electronically are called trading partners.
15) WAP (Wireless Application Protocol) is a specification for a set of communication protocols to
standardize the way that wireless devices, such as cellular telephones and radio transceivers, can be used for Internet
access, including e-mail, the World Wide Web, newsgroups, and instant messaging.