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Forecasting

 Discuss the strategic importance of forecasting at Amazon. Provide two examples of ways that forecasting could improve organizational processes or strategic decisions. Support your rationale with evidence from external research. 

    Business Finance – Operations Management Can someone do my Week 2 Assignment in BUS 639 Technology & Innovation!?

     

    Current Intangible Business Costs

    [WLOs: 1, 2] [CLO: 4]

    Prior to beginning work on this assignment,

    Using the DargeanGrix Business Scenario document, evaluate the current costs of the situation to the organization. Provide a breakdown of the costs and the risks to the organization in the situation. Remember that costs are not only hard costs or dollar related; consider the intangible costs of reputation, perception, and lost productivity due to inefficiency, frustration, stress, mental health, workarounds, and any other kind of intangible cost. Remember that these intangible costs may not be readily quantifiable. However, you can include a narrative with examples that support these aspects. Your goal is to develop the ability to think beyond return on investment (ROI) and traditional costs as justifiers for new ideas.

    In your paper,

    • Analyze at least three intangible costs associated with the DargeanGrix Business Scenario.
    • Explain the aspects that comprise the intangible elements.
    • Evaluate the impact of each of the intangibles to DargeanGrix and to DargeanGrix’s business processes and assign a cost to each.
      • The cost may be a monetary one or it may be another form of valuation.
    • Justify each of the assigned costs with a narrative explaining your rationale for each element.
      • Although not required, a table may be useful for visualizing the aspects.

    The Current Intangible Business Costs paper

    What are intangible benefits? 

    Intangible benefits are benefits from your Lean Sigma program that are not explicitly measurable; being even more specific, intangible benefits are benefits that cannot be directly or solely attributed to the results of the project or process improvement. Examples of intangible benefits are reduction in employee stress or increased employee engagement; however, these are not the only examples of intangible benefits. Other benefits may include customer perceptions of your organization or competitors viewing your organization as  world-class . 

    Intangible benefits are sometimes referred to as “ soft benefits ,” but I would challenge this definition because benefits such as capacity or time savings can be quantified and reported to stakeholders. Intangible benefits are benefits that cannot be consistently measured or solely attributed to process improvements, such as employee morale. 

    Two sides of the same coin 

    Documenting or communicating intangible benefits have both a distinct benefit and drawback for your Lean Six Sigma program. As you know, a goal of any process improvement program is to create a culture or environment of ongoing continuous improvement. Using intangible benefits to describe the benefits of the project can both help and harm ongoing continuous improvement efforts. 

    Pro: Intangible benefits engage employees

    Emotions are the lowest level of cognition and create powerful associations for people. Employees who associate Lean Six Sigma with decreasing stress, process complexity, training time, etc., will be more inclined to participate in ongoing improvements. Associating Lean Six Sigma with “good” things is a great way to get employees excited and talking about the amazing work the LSS teams are doing!

    Con: Intangible benefits are unquantifiable

    The very nature of intangible benefits means that practitioners are not able to clearly and confidently attribute these benefits to the project outcomes. 

    While this may not seem like a bad thing when you are recruiting team members, a central component of Lean Six Sigma is  data-driven decisions  with continuous data as the gold standard. Intangible benefits are at best a form of discrete,  qualitative data , and at worst highly subjective and non-repeatable. This means that by using intangible benefits to describe the project outcomes, we are introducing subjectivity into our Lean Six Sigma (debating subjectivity in project outcomes sounds like an excellent ice-breaker for a LSS happy hour). 

    Why are intangible benefits important to understand? 

    When we are calculating the total benefits, or  ROI (return on investment) , of our Lean Six Sigma investment, we want to evaluate not just the single project, but also the impact the project has had on the organization. In order to understand this big-picture view of the project outcomes, we need to also understand the impact of intangible benefits.

    1. Intangible benefits create goodwill

    I know that “goodwill” is a nebulous concept (much like intangible benefits), but I remember from my business school strategy course that assessing an organization’s or brand’s goodwill is a major indicator for customer engagement and ultimately, the organization’s valuation. Intangible benefits create goodwill for your Lean Six Sigma efforts that may help the program’s long-term sustainability. 

    2. Intangible benefits show the “softer” side of Lean Six Sigma

    One of the (often unfounded) criticisms of Lean Six Sigma is the focus on  efficiency  and data diminishes the employee contributions. While not generally the case (respect for employee contributions is a cornerstone of the philosophy), probing into work behaviors and processes can incite anxiety and resistance in employee participation. Reporting and sharing the success stories that may not be linked to an organization’s strategic goal demonstrates the organization values the employees as well as the performance. 

    3. Gauging validity

    ROI is a very popular performance metric that measures the efficiency or effectiveness of an investment. Implementing a Lean Six Sigma program (or even a single project) is an investment of employee resources, time, and potentially initial cost to update the processes. 

    Given these are investments, organizations often like to compare performance of initiatives. That being said, intangible benefits are often not included in the ROI formula (there are a couple of companies that have a modified approach to quantifying and reporting intangible benefits), which means that the practitioner will need to understand intangible benefits to discuss as additional contributions from the Lean Six Sigma investment.  

    Does this bring you joy? 

    I was having a Netflix binge session and ended up watching “Tidying Up” with Marie Kondo. For those of you unfamiliar with her work, Marie Kondo is a minimalist, decluttering, tidying expert who helps her clients gain peace of mind by decluttering their home and, thus, bringing joy. 

    What struck me while I was watching this is that Kondo’s process is a pop-culture example of applying the  5S  tool. The steps Kondo follows to declutter and tidy her client’s homes parallels the sort, set in order, shine (or scrub), standardize, and sustain steps of 5S. Kondo clearly identifies the intangible benefit of applying this practice to a living space by focusing her work on bringing joy to her clients. 

    While Lean Six Sigma practitioners are not generally associated with bringing joy to their projects, the intangible benefits of decreased stress, increased morale, or increased employee engagement can be seen as a form of joy in the workplace.  

    4 best practices when thinking about intangible benefits 

    I am a strong advocate of including intangible benefits in Lean Six Sigma program development because I believe this adds fullness to understanding the impact of the team’s efforts. 

    However, there are a couple of things you need to keep in mind when you are considering adding intangible benefits to your benefits conversations. 

    1. Do explain what an intangible benefit is from the start

    Hard and soft benefits are intuitive to understand from an efficiency perspective: There is either more money (hard, bottom line benefits) or more time (soft, capacity benefits). Intangible benefits are less easily understood from a business perspective, which means the practitioner needs to clearly explain what an intangible benefit is before discussing whether this project may have intangible benefits. 

    2. Do not lead with intangible benefits

    It is easy to throw the intangible benefits blanket over a project and claim that is the main benefit. Heck, in my younger and less-experienced days, I wrote a project charter that claimed the main benefit was employee satisfaction with their role. Of course, that project was not considered a success because there are more factors than processes that go into employee role satisfaction. 

    It is certainly important to discuss the potential for intangible benefits resulting from this project, but the team should focus on the quantifiable objectives first and follow with the potential additional benefits. 

    3. Do provide an explanation for how you determined a benefit exists

    Just because a benefit is intangible doesn’t mean you don’t have a way of capturing the information. If you are reporting “lean program awareness” and going to capture this during your gemba walks, document that you are going to record employee feedback gathered during gemba walk. It is important that all measurement systems (including those for subjective data) be captured for the project documentation. 

    4. Do agree on reporting benefits

    Lastly, or probably first, get buy-in from your sponsors and champions on including intangible benefits. This is an overarching, not just one project, level decision that will require alignment and commitment as intangible benefits tend to decline over time, compared with hard and soft benefits that should compound. 

    Frequently Asked Questions (FAQ) about intangible benefits

    1. If the benefit is intangible, how do we know it exists?  

    This is where intangible benefits get tricky: assessing for intangible benefits can be done in two ways: 

    1. Debriefing/post-mortem/post-project follow ups. Because intangible benefits are benefits perceived by employees, the best way to gauge if these benefits resulted from the project is by asking for the employee’s feedback on the process. Practitioners need to be careful they do not ask leading questions when soliciting feedback on employee impressions of the improvement. 

    2. Comparative analysis or a pre- and post-assessment. This type of identification is generally done with larger Lean Six Sigma implementations or done in conjunction with employee satisfaction surveys. A large-scale assessment such as an employee satisfaction survey limits the specificity for an individual project’s benefits. 

    2. How do I convince champions and sponsors? 

    When I have discussed using intangible benefits with leaders, I position the message from the culture of continuous improvement aspect, where to be successful, Lean Six Sigma programs need: voice of customer, employee engagement, and data-driven decisions. Intangible benefits are helpful for bolstering employee engagement. 

    The other tactic I have used is completing the first project and including a side note for intangible benefits. After I introduce the idea, I discuss the concept in more detail when we are chartering our next project. 

    3. What are some examples of intangible benefits? 

    We already discussed employee morale and mental wellbeing, but other examples of intangible benefits are customer goodwill, employee and customer loyalty, Lean Six Sigma program goodwill, and encouraged participation. 

    All things in moderation 

    I generally advise my mentees and teams to limit themselves to declaring one intangible benefit from the project and to list this benefit last in the project benefits report. Listing this last doesn’t diminish the contribution to the project, but it does keep the focus on the hard and soft (capacity) benefits that can be quantified (fostering the data-driven culture).

    ,

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 1/6

    William Heitman

    Intangible Assets: Theyʼre Not What You Think They Are Published July 19, 2016

    By William Heitman

    CFO Editorial Staff

    For centuries, executives expertly managed the total productivity

    of tangible assets, such as plants and equipment. They monitored

    both efficiency and effectiveness because tangible assets, or

    “things,” historically accounted for more than 80% of business

    value.

    But in the last 40 years, tangible

    assets have declined to 15% of

    business value, while intangible

    assets now generate 85% of value.

    These are the job activities, or

    “tasks,” performed by knowledge

    workers. Formerly known as white-

    collar employees, these people now

    comprise a majority of the U.S.

    workforce. But accounting rules

    require their activities to be recorded as expenses. And executives

    currently manage those as costs to be contained and reduced.

    Productivity measures of efficiency and effectiveness are rarely

    applied.

    That’s why the newest, most valuable business assets remain

    underproductive, performing far below their potential.

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 2/6

    CFOs are ideally positioned to capitalize on this valuable

    opportunity. They can lead the transition from managing the

    productivity of “things” to managing the productivity of “tasks.”

    White-Collar Assets: Underproductive “Competencies”

    The composition of these intangible assets is not what you might

    think. Executives perceive them to be mostly patents, trademarks,

    and goodwill. But those are only 25% of the total. The other 75%

    are the job activities that economists call “competencies,” which

    generated more than 60% of S&P market value in 2015.

    In business, competencies are concentrated in white-collar

    functions, recorded as selling, general, and administrative (SG&A)

    expense. Finance, R&D, and product engineering are

    competencies, as are the relationships between customers and

    suppliers (marketing/sales). Databases and information systems

    are also included (IT).

    At first glance, it’s tempting to think that managing the

    productivity of intangible “competency organizations,” such as

    marketing or finance, is fundamentally different and more difficult

    than managing a conventional factory. But CFOs can adapt many

    of the methods honed over the past century in the course of

    successful tangible asset management. That’s because factories, as

    well as intangible assets, are managed with budgets.

    The major difference between intangible asset budgets and factory

    budgets is that the latter are derived and evaluated with

    quantitative productivity measures.

    Inefficiency: Adopt Productivity-Based Budgets

    Knowledge workers squander an average of 40% of their typical

    work day performing avoidable tasks, such as error correction,

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 3/6

    rework, and over-service, our research shows. Without

    productivity management, these inefficiencies pass unnoticed and

    cause over-spending for costly knowledge work. This is how

    Fortune 500 knowledge workers squander 15% of hard-won

    earnings before they reach the bottom line, based on our

    experience and calculations using public data.

    For example, the world’s largest lightbulb maker manufactures

    products in automated plants that are nearly labor-free. But when

    the bulbs are sold through the world’s largest retailer, the invoices

    are manually reconciled by knowledge workers, resembling a

    modern-day Dickensian counting house. A group of 2,000

    employees who process invoices is supported by a team of 600

    lower-cost reconcilers. They correct inconsistencies, contact store

    managers and vendors, and return goods. Vendors complain of

    their high costs, delays, and the inconvenience related to invoice

    processing.

    Nobody at the retailer notices the wasteful rework, however,

    because the invoice-processing organization routinely meets its

    operating budget.

    When CFOs help develop operating budgets for executives who

    manage tangible assets, such as factories, they begin with forecasts

    of productivity. Output volumes are estimated and applied to

    productivity metrics: cost per unit, labor efficiency factors for

    tasks, and cycle times for processes. Starting with productivity

    performance goals, they work backward to generate budget line

    items and totals. These are productivity-based budgets.

    Consequently, many CFO organizations already possess the

    capability to manage the productivity of the intangible assets

    known as competencies. They can introduce productivity-based

    budgets to these knowledge work organizations at the simplest

    level. In the example above, the invoice-processing organization

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 4/6

    can be budgeted and managed starting with only two metrics:

    invoices processed and invoices that arrive “not-in-good-order”

    (NIGO).

    Ineffectiveness: Manage the Root Causes of Results

    It is impossible to reliably estimate the business value lost to

    ineffective knowledge work, but the results often appear as

    unintended consequences (direct losses) and opportunity costs

    (indirect losses). Most knowledge-work organizations incur both

    types of value losses.

    The good news is that CFOs can adapt “root cause analysis” from

    their manufacturing colleagues to better manage the results of

    unintended consequences.

    Consider a global credit card issuer that maintains an average

    backlog of more than 50,000 consumer claims. The company’s

    contact centers are flooded with customer demands for unfulfilled

    marketing campaign promises: bonus points, rebates, free gift

    offers. Most result from the marketing organization’s failure to

    coordinate the details of well-intentioned consumer campaigns

    with the company’s fulfillment operations capabilities and the

    requirements of its regulatory compliance organizations.

    These are unintended consequences that generate substantial,

    direct costs of remediation. In fact, the high costs of remediation

    render more than 10% of the campaigns “business value negative”

    at the design stage, based on our analysis. These should never be

    launched. But because such costs fall in organizations other than

    marketing, such as customer contact centers, visibility is low and

    it’s considered business as usual.

    However, the loss of business value is not limited to remediation

    costs. It includes greater losses of value, such as the continuous

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 5/6

    drag on marketing effectiveness and the ongoing erosion of the

    global brand.

    Eliminate the remediation costs, and you also eliminate the brand

    erosion.

    In the factory, industrial engineers document each step of

    production. They analyze the “root causes” and the

    interdependencies that result in consequences, both intentional

    and unintended. It is a ceaseless effort.

    The CFO: Industrial Engineer of Intangible Value

    Now that knowledge workers comprise the majority of employees

    in advanced economies, their costly, inefficient tasks are

    increasingly subject to external scrutiny. Activist investors have

    caught on. They want to simply downsize knowledge workers. And

    digital upstarts want to disruptively automate them away. But

    businesses and CFOs remain best positioned to capitalize on this

    growing class of undermanaged, intangible assets.

    CFOs might even take a page from Henry Ford, a century ago, as

    the moving assembly line was being born. Keenly aware that the

    most valuable asset in the newly emerging plant was know-how,

    the company immediately built a dedicated office on the factory

    floor. It was devoted to documenting, standardizing, and

    distributing the rapidly growing body of knowledge — the

    competencies — essential for productively managing the massive

    investment in the tangible assets of automated plant and

    equipment. Those working in that office on the factory floor were

    the industrial engineers for tangible asset value.

    Knowledge work today represents a similarly massive investment

    in intangible assets. CFOs should begin to think of their finance

    organizations as the industrial engineers of intangible asset value.

    8/19/2024 Intangible Assets: They’re Not What You Think They Are | CFO

    https://www.cfo.com/news/intangible-assets-theyre-not-what-you-think-they-are/661486/ 6/6

    William Heitman is managing director at The Lab Consulting,

    which has been implementing non-technology business

    improvements since 1993.

    ,

    8/19/2024 97 Examples of Intangible Things – Simplicable

    https://simplicable.com/life/intangible-things 1/12

    A-Z Popular Blog Culture Search »

    Economics

    top » life » things » intangible things

    97 Examples of Intangible Things John Spacey, updated on September 09, 2023

    Intangible things are entities that have no physical form. The following are common examples. Reputation Social status Identity Software Digital platforms Talent Literacy Ideas Intuition Knowledge Patents Trademarks Copyrights Trade secrets Style Trust Emotions Mood Intuition Concepts Family Friendship Brand image Brand recognition Well-being Digital media Digital messages Digital advertising Digital marketing Virtual reality Artificial intelligence Broadcasts Podcasts Video games Music Films Videos Social media Stories Fictional characters Humor Freedom Rights Privacy Safety Security Ideology Democracy Capitalism Rule of law Civility Citizenship Nationality Data Customer lists Reviews & ratings Strategies Goals Discipline Leadership

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    8/19/2024 97 Examples of Intangible Things – Simplicable

    https://simplicable.com/life/intangible-things 2/12

    Personal presence Personality Character Loyalty Licenses Permits Agreements Processes Culture Norms Aesthetics Attitudes Etiquette Politeness Respect Ambition Opinions Values Morals Thoughts Behavior Ethics Principles Beliefs Customs Traditions Lifestyle Quality of life Social class Money Roles Responsibility Accountability Hierarchies Spirituality Symbols Competitive advantage

    Ideas

    Ideas and thought processes have no physical form. For example, an abstract concept such as freedom.

    Emotion

    Human emotions such as pride, envy and love.

    Talent

    The abilities of people.

    Knowledge

    Information that exists in the mind.

    Data

    Information that is represented in a digital form.

    Intellectual Property

    Intellectual property such as trademarks, copyrights and patents.

    Trade Secrets

    Valuable know-how that is protected by secrecy as opposed to legal rights.

    Brand

    The recognition, image and reputation of a brand can be worth many billions of dollars but has no physical form. The impressions it has made on the minds of customers and other stakeholders such as employees and investors.

    Money

    Most of the world's money exists as the records of banks and has no physical form. This can often be exchanged for a

    Financial Assets

    Financial assets are often represented as securities, derivatives and other contracts that don't necessarily have a physica ownership or rights in something physical.

    Experience

    An experience such as visiting a theme park.

    Events

    A unique and limited-time experience such as a concert or business conference.

    Services

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    8/19/2024 97 Examples of Intangible Things – Simplicable

    https://simplicable.com/life/intangible-things 3/12

    A product that mostly offers intangible value. For example, a high speed train that transports people. Advanced econom away from physical products. Physical products will always exist but the vast majority of future value creation is likel

    Digital Products

    Items that were traditionally sold as a physical product that can now be downloaded as a digital item. For example, an

    Digital Environments

    Digital places that can be experienced despite the fact they do not physically exist. For example, a game or virtual eve

    Software Software is digital functionality that is stored as data.

    Communication

    Communication is increasingly electronic and is often paperless. For example, a voice call or a text message.

    Media

    Entertainment, information and publications are typically digital with rare exceptions such as a physical newspaper.

    Education & Training

    Education and training offer intangible value such as knowledge, cultivation of talent, experience and development of

    Knowledge Work

    Work products that have no physical form such as a strategy, plan, design, decision, advice, diagnosis, communication advanced economies is shifting from physical work to knowledge work such that most work products have no physica

    Culture

    Culture can be tangible such as a historical building or intangible such as a language.

    Society

    A society relies on tangible things such as infrastructure and intangible things such as civility.

    Norms

    The fluid rules of a society or culture. Unlike laws or regulations, norms are informal and occur spontaneously as a soc

    Values

    The principles of a society, culture, group or individual that allow for peace, productivity and pursuit of happiness.

    Shared Experience

    An experience that bonds individuals together as a group. For example, a hardship that produces stronger social bonds members or coworkers.

    Identity

    The ability of a person to feel that they share things in common with others based on shared characteristics or experien people typically identify as human such that they have sympathy and respect for other people.

    Art, Film & Music

    Creative outputs that have cultural and artistic value often have no physical form. It can also be said that a physical wo of its value from the intangible experience of viewing the art as opposed to being a physical product. For example, a d much like the painting itself whereas a digital image of a tractor has little value compared to the physical machine.

    Quality of Life

    The extent to which people are satisfied by life measured with concepts such as happiness and self-fulfillment.

    Summary

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    8/19/2024 97 Examples of Intangible Things – Simplicable

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    Overview: Intangible Things Type Things Definition Entities that have no physical form.

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    Material Things

    A list of material things with an overview of materialism and minimalism. 65 Examples of Material Things » 70 Examples of Clear Things »

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    8/19/2024 97 Examples of Intangible Things – Simplicable

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    INTANGIBLE VALUES: THE BUILDING BLOCKS OF PURPOSE OPINION / Posted January 30th, 2019 | Category: BRM Capability (https://brm.institute/category/brm_capability/), Business

    Relationship Management Research (https://brm.institute/category/research/) | Contributed by Tom Kruse

    Integrity. Empower Individuals. Deliver on your Promises.

    Every organization strives to live by a set of values like the ones mentioned above. These values represent a moral compass for the employees to follow, which sets them on the path towards success.

    First of all, values come in many forms and we, as individuals, may agree or disagree with whichever ones we please. However, to truly be justi�ed in our judgments of certain values, it’s imperative to know the distinction between the two main types: tangible & intangible values.

    Tangible (Extrinsic) Values

    8/19/2024 Intangible Values: The Building Blocks of Purpose

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    Something that holds tangible value is derivatively good (https://plato.stanford.edu/entries/value-intrinsic-extrinsic/); meaning it is good for the sake of something else it’s related to. In other words, something with tangible value derives value from its relationship with another thing that is inherently good.

    For Example:

    When asked why it is good to give employees vacations, one answer might be because it contributes to mental health. However, vacations may not always contribute positively to mental health. Perhaps you have been on a vacation before that was more stressful, than relaxing?

    Instead, vacations provide tangible value only when you return feeling well-rested and rejuvenated. Therefore, one could say that vacations provide tangible value when they positively contribute to your mental health (something inherently good).

    Intangible (Intrinsic) Values

    Comparatively, something that holds intangible value is non-derivatively good (https://plato.stanford.edu/entries/value-intrinsic-extrinsic/); meaning it is good for its own sake.

    For Example:

    In following the �rst scenario regarding vacations and mental health, we might be prompted to ask, “Why is it good to have a mentally healthy workforce?”

    Certainly, you could provide extrinsic rationale by saying that a mentally healthy workforce leads to increased productivity and business value.

    But you could also answer with intrinsic rationale, mentioning that it is intangibly valuable to maintain good health, which directly contributes to a quality life. Therefore, positive mental health holds intangible value since it is simply good to be healthy.

    8/19/2024 Intangible Values: The Building Blocks of Purpose

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    Intangible Values Are More Powerful

    According to the Stanford Encyclopedia of Psychology, “Intrinsic value (…) has a certain priority over extrinsic value.” Moreover, philosophers have placed heavy emphasis on intrinsic, and thus intangible, value for centuries. But, why?

    To answer that, let’s think like a philosopher for a second…

    If I have two similar objects, but one holds intangible value while the other holds tangible value, the former object is innately more valuable. Why?

    Because, as per the de�nition of intrinsic value, that object is good for its own sake; its value does not come from some other source outside of the objects themselves.

    Consider Your Intangible Values for Increased Motivation

    In this area, philosophers and business professionals �nd agreement. The aforementioned values of Integrity, Empowering Individuals, and Delivering on your Promises hold incredible amounts of intangible value. Naturally, employees strive towards these ideals because they recognize the societal value of living by these moral guides.

    Is there a reason why organizations are more apt to claim Integrity as a value, rather than stating We Give Vacations? What are your personal intangible values?

    Take a moment to consider your values, and how those relate to the values of your company. Consequently, synergy between personal and organizational values helps you �nd purpose and motivation in your work.

    Consider a focus on values to increase your personal and professional success.

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    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

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    Selling Intangibles: How to Sell What the Customer Can't See

    In these uncertain and cash-strapped times, how do you convince customers that buying green is smart and profitable? We asked four companies for their tips on selling the real value of green products and services.

    By Sarah Terry-Cobo August 24, 2009 �Updated on July 24, 2024�

    Improving environmental performance often takes place behind the scenes – for instance, energy efficiency measures are not always evident on the finished product. But these intangible benefits represent significant environmental upgrades — sometimes more than reduced packaging or other claims touted in labels or in ads.

    So how do companies sell such abstract environmental benefits while keeping an eye on what customers want — and an eye on the bottom line?

    Help Customers Connect the Dots

    In trying to overcome the perception that greener things cost more, Dan Daggett has a tough job. But one tried-and-true method involves selling the customer on

    DECARBONIZATION FINANCE & INVESTING INNOVATION LEADERSHIP SUPPLY CHAIN

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    Four Keys to Selling the True Value

    of Your Products

    1. Help your customers connect the

    dots: Emphasize the total cost of

    ownership.

    2. Encourage change by showing

    success stories: Industry pioneers and

    mission-driven companies show how

    reduction of GHGs also leads to reduction

    in costs.

    3. Illustrate that green is a spectrum:

    Greener purchases make employees

    happier and help achieve environmental

    goals.

    4. Talk to the right person: the CEOs or

    CSOs of a company can see the big

    picture and make the connection with

    long-term savings and environmental

    benefits.

    johnson diversey stride cleaner

    a “total cost approach,” explained Daggett, the corporate sustainability manager for JohnsonDiversey.

    As a company that sells cleaning products to businesses and institutions, Daggett said it can be a challenge for the customer to understand there is more value in a $50 gallon of environmentally friendly, concentrated cleaning solution compared to a conventional solution.

    “Part of the overall selling proposition is the quantitative savings: energy efficiency, water conservation, reducing energy use, reduced injury rates, which decreases liability concerns,” he said. If the cleaning solution is less likely to cause respiratory illness to the janitor who uses it, the company does more than save money in the long run. Fewer illnesses mean increased worker productivity and increased operational efficiency, Daggett explained.

    “How do we help customers become more efficient? That is a fairly typical discussion we have with our customers,” he said, but noted this type of conversation usually resonates the most among those who are able to “connect the dots” in an organization.

    Daggett’s total cost approach may be a more effective way to calculate business transactions — especially in a world where corporate sustainability reports are becoming the norm. By focusing on energy conservation, water waste and health of the workers, JohnsonDiversey gives its customers a tool to improve their reporting and make total costs more tangible.

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

    https://trellis.net/article/selling-intangibles-how-sell-what-customer-cant-see/ 3/11

    stonyfield issue cup

    But the idea of total cost is not new one, Daggett observed. It has long been used in the automotive industry to quantify how much a vehicle costs over its lifetime — rather than simply the sticker price — the total cost of owning a car includes the oil, gasoline, and maintenance needed to operate.

    Similarly, total cost is factored into IT services: Do the costs above and beyond purchasing hardware make it a smarter investment to switch to cloud computing instead? While the needs vary from company to company and sector to sector, these types of calculations are helping businesses to make informed decisions about business operations. And an informed decision can also mean a more environmentally friendly decision.

    JohnsonDiversey shows one way of selling the sometimes intangible values that highlight environmental performance in the long run: By explaining the total costs of purchasing products that normally don’t receive that kind of scrutiny. While there are some challenges to this approach, using examples from businesses that have already taken the plunge can make it an easier sell.

    Encourage Change by Showing Success Stories

    Stonyfield Farm is not your typical for profit company. It began in 1983 as an organic farming school, but now does far more than sell hormone and antibiotic- free yogurt and dairy products.

    As its loyal customers probably already know, the company collects its #5 plastic containers to be recycled into toothbrushes, razors, kitchenware and much more. Stonyfield donates 10 percent of its profits to environmental organizations. And all of the company’s operations are carbon neutral through a combination of methane capture, energy efficiency and investment in offsets.

    These examples show how, as a mission- driven company, Stonyfield sets the bar pretty high for reducing carbon emissions. But its work also highlights an opportunity available to any company: A good example is the work the organic yogurt firm did with Ryder System to improve transportation-related emissions.

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

    https://trellis.net/article/selling-intangibles-how-sell-what-customer-cant-see/ 4/11

    ryder rydegreen truck

    “When we approached them about their supply chain, they said ‘we want to reduce our emissions’ and there was no mention of costs,” said Mark Swenson, vice president of business development in supply chain solutions with Ryder.

    Since 2006, Stonyfield has achieved a double-digit reduction in greenhouse gas (GHG) emissions as well as a reduction in costs, Ryder reports.

    “The two are not mutually exclusive, but truly correlated,” Swenson said. “And looking at that model, Stonyfield is a pioneer.” By partnering with the Environmental Protection Agency’s SmartWay program, Ryder was able to track and improve transportation-related emissions for Stonyfield by improving delivery routes, consolidating orders and using web-based reporting to track shipments, among other practices.

    Swenson said he uses the yogurt maker as a case study to

    persuade businesses that may not be convinced it is possible to reduce costs and GHG emissions at the same time. Onboard computers in Ryder’s trucks can identify drivers whose skills should be emulated.

    “It is easy to understand how fuel consumption is impacted positively,” depending on how a driver shifts gears or how hard a driver brakes, Swenson said. These effects can ripple up the supply chain when efficient drivers are acknowledged and allowed to mentor their peers.

    While these details may seem small, they are part of an added value that Ryder sells as part of its RydeGreen service. And these tiny details can save thousands per year in fuel costs; the RydeGreen hybrid trucks improve fuel efficiency by 30 to 40 percent in the city.

    Making fleets more efficient signals a shift in public awareness, Swenson said. “Ten years ago it was all about decreasing costs. There was always a positive impact to the environment, but the translation wasn’t done because the demand wasn’t there.”

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

    https://trellis.net/article/selling-intangibles-how-sell-what-customer-cant-see/ 5/11

    “Although the initial capital investment is more, the total lifetime ownership costs takes the right data and gives it to the right folks to support these measures,” Swenson said.

    Optimizing fleets is just one aspect of selling a value-added product. Sometimes environmental improvements come in the form of tangible goods, such as office supplies, but provide an overall benefit to a company’s sustainability goals.

    Illustrate that Green is a Spectrum

    “There is a green cost continuum. [Many customers’] base assumption is if its green it will cost more. That is a very flawed assumption,” said Yalmaz Siddiqui, director of environmental strategy at Office Depot. Part of his job is to show how a company can derive intangible benefits from tangible goods.

    Some products may cost more up front, of course; examples include compact fluorescent light bulbs or dishes rather than disposable plates for the kitchen, which last longer and save costs in the long run. Other commonly used items, such as remanufactured ink and toner cartridges can provide up to a 10 percent cost reduction and provide the same quality as cartridges made with virgin plastics, Siddiqui said.

    While these may seem like insignificant decisions in the face of the world’s larger environmental problems, an accumulation of these small steps do help a company shrink its overall environmental footprint, and are genuine signs of progress.

    Siddiqui’s team provides hard data that can nudge a company to make the switch. For example, those remanufactured ink cartridges not only save 10 percent in costs, they also divert 2.5 pounds of waste from a landfill — for each cartridge.

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

    https://trellis.net/article/selling-intangibles-how-sell-what-customer-cant-see/ 6/11

    In addition to the economic and environmental benefits, Siddiqui emphasized there is another important value present with these decisions.

    “Certain things will cost more money, but you will derive value from them from the customer engagement. You’re messaging that you are buying greener or that is part of your environmental policy.”

    Those at Office Depot and Ryder know that aligning your company with trusted names in energy conservation or efficiency, or embracing a greener procurement policy does more than just reduce overhead costs. They form a body of work that shows your company takes the environment seriously, which has a positive effect on a company’s brand, according to Ryder’s Mark Swenson.

    For example, Stonyfield won a manufacturer of the year award for the sustainability of their supply chain. “It doesn’t get any more intangible than that.” Swenson said. “It has a positive impact on the environment, creates more revenue and more customer loyalty.”

    Using Energy Star calculators, Siddiqui said Office Depot has shown clients the savings from switching incandescent bulbs to CFLs. Despite upfront initial costs, Siddiqui said companies understand the longer-term benefits. “[T]he payback period is 6 months and return on investment is substantial,” he said. “It is worthwhile paying the extra.”

    Talk to the Right Person

    Companies face enormous challenges when it comes to selling value-added products and services: budget cuts, departments narrowly focused on one element of the business and an absolute focus the bottom line. But an increased trend of sustainability reporting pushes companies to be aware of people and the planet, in addition to profits. {related_content} It can be difficult to sell “soft” or intangible values such as increased brand loyalty or employee satisfaction, that are an important part of a total cost approach, said JohnsonDiversey’s Dan Daggett.

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

    https://trellis.net/article/selling-intangibles-how-sell-what-customer-cant-see/ 7/11

    “We tend to shy away from giving them numbers [such as a 10 percent increase in brand loyalty] but do include the qualitative statement; it is the right thing to do save energy, to reduce GHG emissions, it is part of your overall brand to develop a better image.”

    Fortunately, sustainability managers, and CEOs are often able to connect the dots and are much more receptive to the concept, he added. Reaching out to those employees — who may be in the c-suite or may just be devoted to their company’s environmental footprint — can make all the difference in selling the intangible benefits of your products.

    JohnsonDiversey’s total cost approach, which focuses on energy conservation, water waste and worker health, gives companies the information needed to make purchasing decisions that create a path to sustainability, Daggett said.

    Similarly, Siddiqui said people make buying decisions first and foremost based on economics. But by engaging sustainability officers in discussions with purchasing departments, it is easier to articulate that buying value added products, like recycled paper, represents the broader values of a company.

    And just because you can’t assign a number to a value-add doesn’t mean it isn’t worthwhile.

    “It is a very intangible one, but a big benefit to our clients; a lot of consumer products and retail products like Stonyfield want their brand to be associated with environmental friendliness,” said Ryder’s Swenson.

    Perhaps the biggest value a comprehensive sustainability platform can have for a company is not just in cutting costs and impacts, but in making the workplace a desirable place.

    “We have a positive impact on our environment, with our customers and internally it helps us retain the best employees,” Swenson said.

    In terms of the most traditional definition of sustainability — keeping your company going for the long term — that’s money in the bank.

    8/19/2024 Selling Intangibles: How to Sell What the Customer Can't See – Trellis

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    licensed by Flick user David Sifry

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    Now, more than ever, sustainability teams are working in tandem with

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    Education Part 1 Speech Assignment

    There are two parts to this assignment, each with a different due date. Part I is your contributions to the collaborative Google Slides document. Part II is the reflection writing you will submit.

    Part I: Collaboration Assignment Contributions 

    This assignment will be completed using a collaborative set of Google slides (the link to the slides is below). Although you are adding to the same set of slides, you are working individually on the assignment when it is convenient for you to do so. This is not a group assignment, but rather a collective effort to compile resources that can help you throughout the semester. 

    As noted above, you and your classmates will be using a shared Google Slides document to create a repository of helpful resources for you all to reference throughout the semester. 

    1. Research Phase 1: Start by doing some web-based research on best practices for preparing for and presenting speeches. This can include tips on how to manage time, ways to address procrastination, how often to practice, ways to practice, etc. You can choose strategies, advice, and best practices that you feel are beneficial to your own process for preparing and presenting speeches. 

    2. Research Phase 2: Consider what effect, if any, speaking in public has on you personally. This includes both physical (e.g., shaky voice, red face, pacing, poor eye contact) to emotional (e.g., negative self-talk, self-sabotage, avoidance). Conduct a web-based search to find tips and techniques to help mitigate these physical and/or emotional side effects. 

    3. Google Slide Contribution: Using however many slides you deem appropriate and in whatever format and font you think is best, add the following information to the Class Collaboration Google Slides Document

    Links to an external site.The PowerPoint  Download PowerPointOpen this document with ReadSpeaker docReaderI provided in this week's learning materials can act as an example of how you can structure your information in the Google Slides document. 

    • Provide a minimum of (3) overall best practices with some detail about each
      • Cite the websites you retrieved this information from using the APA format at the bottom of the slide it appears.
    • List a minimum of (3) side effects (emotional or physical) you experience either during or at the thought of speaking in public. For each of the (3) emotional and/or physical side effects you list, include at least (2) remedies, strategies, and/or best practices to reduce the impact each effect has on you or your speech. 
      • Cite the websites you retrieved this information from using the APA format at the bottom of the slide it appears.
    • You must cite a total of (3) websites for this assignment. While three is the minimum, I encourage the use and citation of additional websites. 
    • Place your first and last name on each of your slides.
    • Do not edit or delete others' slides. 
    • Try to limit replicating / duplicating advice provided by others. 

      WK 1 Discussion RESPONSE 2-Community Nursing

      PLEASE RESPOND TO THE FOLLOWING POST OF A CLASSMATE IN 100 WORDS, Remember that your posts must be substantive and contribute to the dialogue that is taking place and Response posts must offer at least one new piece of information or insight.

      Classmate Post:

       

      I would prioritize three critical issues, Mental Health support, Health education and maternal care. As we progress through the years there is an increase in mental health issues within the public. I would create multiple programs that would help people recognize and manage their depression, stress and or anxiety. If the public was aware of how their lifestyle effected their health, I believe many people would make changes to their daily habits. Health education plays a large role in preventive care for the public. From personal experience maternal care is very crucial, most of the time that I get called in to the hospital to scrub a stat emergency caesarean section, is due to the mother not having any prenatal care. There are plenty of causalities and complications that can be avoided for the mother and baby by having regular prenatal check ups. Prenatal and postnatal care should be encouraged and be easily accessed to the public. 

      References:

      Mental health by the numbers. NAMI. (2024, May 16). https://www.nami.org/about-mental-illness/mental-health-by-the-numbers/Links to an external site.

      Paterick, T. E., Patel, N., Tajik, A. J., & Chandrasekaran, K. (2017, January). Improving health outcomes through patient education and partnerships with patients. Proceedings (Baylor University. Medical Center). https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5242136/Links to an external site.

      Leung, H. (2023, April 3). Longdom Publishing SL: Open access journals. Longdom. https://www.longdom.org/open-access/importance-of-maternal-health-ensuring-safe-and-healthy-pregnancies-for-all-women-98699.html

        WK 1 Discussion-Community Nursing

        PLEASE RESPOND TO THE FOLLOWING POST OF A CLASSMATE IN 100 WORDS, Remember that your posts must be substantive and contribute to the dialogue that is taking place and Response posts must offer at least one new piece of information or insight.

        Classmate Post:

         

        Option 2:  Define each of the following so everyone will have a better understanding of roles in Public Health PH

        The core functions of public health

        Public health focuses on these three core functions which are assessment, Policy development, and assurance. The assessment provides extensive and important data about community health problems and status. That data is then used to help find solutions to current challenges and public needs. Policy Development refers to policies that are put in place to promote health and disease prevention. Assurance focuses on promoting the most effective programs and organizations to the public. This goal requires ensuring the public has access to preventive services and cost-effective health care and social services (Kent State University 2022). An example of this is free dental checkups in public schools to help promote oral health.

        The specialist in Public Health Nursing (PHN)

        The role of a Public health nurse is illness prevention and promotion of health. As a public health nurse, you would go tolocal communities to identify challenges and risk factors. A key role is providing knowledge to those out in the community to health promote health.

        The nurse whose practice is community-based

        Community-based nursing offers patient care to either individuals or families. Community-based nursing provides nursing care to those with infectious diseases and disease prevention to high-risk individuals. They play a crucial role in underserved populations. According to Purdue Global (2022), These services are beneficial to community members who may not have access to private providers or testing services.

        References

        The importance of Community Health Nurses. Purdue Global. (n.d.-a). https://www.purdueglobal.edu/blog/nursing/community-health-nursing/ Links to an external site.

        Office of Continuing and Distance Education, Kent State University. (2023, May 2). Core functions of public health and the 10 essential public health services. Kent. https://onlinedegrees.kent.edu/college-of-public-health/community/core-functions-of-public-health-and-the-10-essential-public-health-services Links to an external site.

          Nursing Preparing Interview Questions for ‘A Cultural Interview’ Assignment

           Choose a cultural group that is different from your own background and plan to interview someone from this culture. The goal is to explore a culture that you will likely encounter in your nurse practitioner role. 

           Prepare a list of questions that will help you gain insights into the cultural aspects of healthcare for your selected interviewee. Ensure your questions are respectful and culturally sensitive.

            Input Device Dialogue

            The choice of an appropriate input device for a product is often based on both the type of device being used and the target market for that device. For instance, a device targeted to college students and one targeted to older individuals may use different input methods. Suppose that you are developing a device to be used primarily for Internet access that will be marketed to senior citizens. What type of hardware would you select as the primary input device? Why? What are the advantages and disadvantages of your selected input device? How could the disadvantages be minimized? What are other groups that have special technology needs? As future technology developers and innovators, do we have a responsibility to ensure technology is accessible to all groups? Incorporate Christian scripture and faith in your post and provide technical depth to all of your responses. 

            Chapter 3 Storage

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.

            Learning Objectives

            • Name several general characteristics of storage systems. • Describe the three most common types of hard drives

            and what they are used for today. • Discuss the various types of optical discs available today

            and how they differ from each other. • Identify some flash memory storage devices and media

            and explain how they are used today. • List at least three other types of storage systems. • Summarize the storage alternatives for a typical personal

            computer.

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 2

            Overview

            • This chapter covers: – The characteristics common among all storage systems – The primary storage for most personal computers—the

            hard drive – How optical discs work and the various types that are

            available today – Flash memory storage systems – Network and cloud storage, smart cards, and the storage

            systems used with large computer systems – Storage alternatives for a typical personal computer

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 3

            Storage System Characteristics

            • A storage system consists of a storage medium and a storage device – The storage medium is the hardware where data is stored

            • DVD disc, flash memory card, etc. – The storage device is the hardware into which the storage

            medium is inserted • DVD drive, flash memory card reader, etc. • Can be internal, external, or remote • Storage devices are typically identified by letter

            – Some storage media is removable; some is not

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 4

            Examples of Storage Device Identifiers

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 5

            Volatility and Random vs. Sequential Access

            • Volatility – Storage media are nonvolatile and, therefore, is used for

            data to be saved for later use • Random vs. sequential access

            – Random access (direct access) allows data to be retrieved from any location on the storage medium

            • Virtually all storage devices use random access – Sequential access means that retrieval of data can occur

            only in the order in which it was physically stored on the storage medium; for example, a magnetic tape drive

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 6

            Files, Filenames, and Folders

            • A file is anything stored on a storage medium, such as a program, document, digital image, or song

            • A filename is a name given to a file by the user • A folder is a named place on a storage medium

            into which files can be stored

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7

            Logical vs. Physical Representation and Types of Storage Technologies Used

            • Logical file representation – Individuals view a document stored as one complete unit

            in a particular folder on a particular drive • Physical file representation

            – Computers access a particular document stored on a storage medium using its physical location or locations

            • Types of storage technology – Magnetic (conventional hard drives) – Optical (optical discs) – Electrons (flash memory media)

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 8

            Hard Drives

            • A hard drive stores most programs and data for a personal computer – Can be internal or external – Available with built-in encryption that limits access to only

            authorized users

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 9

            Magnetic Hard Drives

            • A magnetic hard drive or hard disk drive (HDD) contains particles on the metal disks inside the drive that are magnetized to represent the data’s 0s and 1s

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 10

            Magnetic Hard Drives (cont’d)

            • One or more metal hard disks are permanently sealed inside the drive along with an access mechanism and read/write heads

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            Hard Disk Organization

            • Tracks are concentric paths on the disk where data is recorded

            • Sectors are small pieces of a track • Clusters consist of one or more sectors

            • Smallest addressable area of a disk • Cylinders are a collection of tracks located in the same

            location on a set of hard disk surfaces

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            Examples of Tracks, Sectors, Clusters, and Cylinders

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            Magnetic Hard Drive Technologies

            • Traditional: Longitudinal magnetic recording aligns magnetic particles on a hard disk horizontally, parallel to the hard disk’s surface

            • Newer: Perpendicular magnetic recording (PMR) places bits upright and closer together to increase capacity and reliability

            • Newest: Shingled magnetic recording (SMR) squeezes more data onto disks by overlapping the data tracks on them like the shingles on a roof

            • Emerging: Heat-assisted magnetic recording (HAMR) uses lasers to temporarily heat the surface of the hard disks when storing data in order to store more data

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            How It Works

            More Storage for Your Tablet • Tablets often have between

            16 GB and 128 GB of storage • To extend storage, you can

            transfer content to and from desktops or notebooks

            • Easier to use a wireless hard drive and Wi-Fi – Download the

            appropriate app The 2 TB Seagate Wireless Plus magnetic hard drive.

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            Inside the Industry

            Data Recovery Experts • Recover data from damaged storage devices • Used when devices are physically damaged or just stop

            working • It is important to back up data to prevent data loss

            Data recovery. The data on this destroyed computer (left) was recovered by data recovery experts in a clean room (right).

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            Solid-State Drives (SSDs)

            • A solid-state drive (SSD) uses flash memory technology to store data – Uses less power and has no

            moving parts – Much faster than magnetic

            hard drives, but more expensive

            – The norm for netbooks, mobile devices, and other portable devices

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            Solid-State Hybrid Drives (SSHDs)

            • A solid-state hybrid drive (SSHD) or hybrid drive uses a combination of magnetic disks and flash memory chips – The data that is most

            directly associated with performance is stored in the flash memory

            – Nearly as fast as solid-state drives (SSDs)

            – Slightly more expensive than magnetic hard disk drives (HDDs)

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            Internal and External Hard Drives

            • Internal hard drives are permanent storage devices located inside the system unit – Removed only if a problem develops

            • External hard drives transport large amounts of data from one computer to another, for backup, and for additional storage – Full-sized external hard drives are often used for backup – Portable external hard drives: smaller and easier to

            transport – Most connect with a USB connection, although some may

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            Examples of External Hard Drives

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            Hard Drive Speed and Disk Caching

            • Disk access time is the total time that it takes for a hard drive to read or write data • Consists of seek time, rotational delay, and data

            movement time • SSDs don’t require seek time or rotational delays

            • Disk cache consists of memory used in conjunction with a magnetic hard drive to improve system performance – Typically consists of RAM-based disk cache located inside

            the hard drive case – Can speed up performance and save battery life

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            Hard Drive Partitioning

            • Partitioning divides the physical capacity of a single drive logically into separate areas, called partitions – Each partition functions as an independent hard drive – Referred to as logical drives – Increases efficiency (smaller drives use smaller clusters)

            • Partitions are used to create: – A recovery partition – A new logical drive

            for data – A dual boot system

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            Hard Drive File Systems and Interface Standards

            • File system determines the partition size, cluster size, maximum drive size, and maximum file size – FAT, FAT32, and NTFS

            • Interface standards determine how a drive connects to the computer

            • Common standards – Serial ATA (SATA): most common internal hard drive

            interface standard – Serial attached SCSI (SAS) – Fibre Channel – Internet SCSI (iSCSI)

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            Quick Quiz (1)

            1. Of the following three options, the storage media that would likely hold the most data is a(n) __________. a. HDD b. USB flash drive c. SSD

            2. True or False: SSDs are subject to mechanical failures just like magnetic hard drives.

            3. The circular rings on a magnetic disk on which data is stored are called __________.

            Answers: 1) a; 2) False; 3) tracks Understanding Computers: Today and Tomorrow, 15th Edition 24

            Optical Discs

            • Optical discs are thin circular plastic discs – Are read from and written to using laser beams – Are commonly used for software delivery – Divided into sectors like magnetic discs but use a single

            spiral track (groove) – Have a relatively large capacity and are durable – Used for backup purposes and for storing and transporting

            music, photos, video, etc.

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            Representing Data on an Optical Disc

            • Pits and lands are used to represent 1s and 0s • The transition between a pit and a land represents a 1;

            no transition represents a 0 • Read-only optical disc

            – Surface of disc is molded or stamped to represent data • Recordable or rewritable disc

            – The reflectivity of the disc is changed using a laser beam to represent the data

            – Different types of optical discs use different types of laser beams

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            How Recorded Optical Discs Work

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            Optical Drives

            • Optical discs are read by optical drives – The optical drive must support the type

            of optical disc being used – Almost always backward-compatible – Recording data onto a optical disc is

            called burning; requires burning software – Optical drives can be internal or external

            • External drives typically connect via USB port

            • External drives can be used with netbooks and other devices without an optical drive

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            Optical Disc Shapes, Sizes, and Capacities

            • Standard size is 120-mm (about 4.7 inches) – Mini discs are smaller (about 3 inches)

            • Theoretically can be made into various shapes, but patent battle has resulted in custom shapes not being available

            • Clear background is sometimes used to make a disc look custom shaped

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            Advantage of Optical Discs

            • Major advantage: Large capacity – CD discs are normally single layer and hold 700 MB – DVD discs hold 4.7 GB (single-layer) or 8.5 GB (dual-layer) – BD discs hold 25 GB (single-layer) or 50 GB (dual-layer) – BDXL standard uses even more layers to boost capacity up

            to 128 GB – Newest BD discs are Ultra HD Blu-ray discs that hold up to

            100 GB and are designed to deliver Ultra HD (4K) movies – Discs can also be double-sided

            • Read on one side at a time; must be turned over to access the second side

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            Summary of Optical Discs

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            Read-Only Optical Discs: CD-ROM, DVD-ROM, and BD-ROM Discs

            • CD-ROM, DVD-ROM, and BD-ROM discs can be written to, but not erased and reused – Pits are permanent – CD-ROM and DVD-ROM discs come prerecorded with

            software, music, movies, etc. – BD-ROM discs come prerecorded with movies

            • Ultra HD Blu-ray discs can be used for 4K movies – Additional proprietary read-only discs

            • Gaming systems like Wii, Xbox, PlayStation, etc.

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            Recordable Optical Discs: CD-R, DVD-R, DVD+R, and BD-R Discs

            • CD-R, DVD-R, DVD+R, and BD-R discs can be written to, but cannot be erased and reused – Pits are created in the disc when the disc is recorded – Most discs have a recording layer containing organic light-

            sensitive dye between disc’s plastic and reflective layers • BD-R discs use inorganic material instead

            – DVD-R DL and DVD+R DL are dual-layer discs – BD-R DL discs are dual-layer discs; BD-R XL use 3 or 4 layers – Used for backing up files, sending large files to others, and

            storing multimedia files

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            Rewritable Optical Discs: CD-RW, DVD- RW, DVD+RW, and BD-RE Discs

            • CD-RW, DVD-RW, DVD+RW, and BD-RE discs can be written to, erased, and overwritten just like magnetic hard disks – Uses phase change technology

            • Heating and cooling process is used to change the reflectivity of the disc

            – The capacities are the same as their read-only and recordable counterparts

            – Appropriate for transferring large files from one computer to another or otherwise temporarily storing data (disc can be reused)

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            Trend

            Ultra HD (4K) • Is the next big step in high-definition

            (HD) TVs and content • Four times the resolution of ordinary HD • Requires four times as much data as

            regular HD video • Many Internet connections are not fast

            enough to support the large amounts of data required for 4K quality

            • Available for those individuals who have the speed and bandwidth to support it; also available on Ultra HD discs

            An example of a 4K movie.

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            Quick Quiz (2)

            1. The capacity of the standard DVD disc is _____. a. 50 GB b. 650 MB c. 4.7 GB

            2. True or False: A DVD-RW disc can be written to and rewritten to.

            3. The tiny depressions, dark areas, or otherwise altered spots on an optical disc that are used to represent data are called __________.

            Answers: 1) c; 2) True; 3) pits

            Understanding Computers: Today and Tomorrow, 15th Edition 36

            Flash Memory Storage Systems

            • Flash memory is a chip-based storage medium that represents data using electrons – Used in a variety of storage systems

            • Embedded flash memory refers to flash memory chips embedded into products – Smartphones, tablets, smart watches, and even sunglasses

            and wristwatches – Usually the primary storage for mobile devices such as

            tablets and smartphones

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            Examples of Embedded Flash Memory

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            This tablet contains 64 GB of embedded flash memory.

            An embedded flash memory chip.

            Flash Memory Cards and Readers

            • A flash memory card is a small card containing one or more flash memory chips, a controller chip, and metal contacts to connect the card to the device or reader being used – Available in a variety of formats; these formats are not

            interchangeable – Secure Digital (SD) is one of the most widely used types of flash

            memory media – Most common type of storage media for digital cameras,

            smartphones, and other portable devices • Many devices today have a built-in flash memory card reader;

            an external reader via USB port is also used • Adapters allow the use of smaller flash memory cards in a

            larger slot of the same type (microSD to SD, etc.)

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            Examples of Flash Memory Cards, Readers, and Adapters

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            Flash Memory Cards

            • General-purpose flash memory card – Appropriate for most

            applications • Specialized flash memory cards

            – Professional flash memory cards

            – Gaming flash memory cards – Encrypted flash memory cards

            • Project Vault is a computer on a flash memory card

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            USB Flash Drives

            • USB flash drives (USB drives or flash drives) consist of flash memory media integrated into a self-contained unit that plugs into and is powered by a USB port – Designed to be very small and very portable – Available in a host of formats

            • Low-profile drives, custom shapes, micro drives, etc. – Can be built into a consumer product – Additional related hardware becoming available

            • USB duplicator systems

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            Examples of USB Flash Drives

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            Technology and You

            Tiny PCs • The size of a USB flash drive • Typically connect to a TV via an

            HDMI port • May also have built-in storage and

            a microSD • Capabilities vary; smart TVs can

            display and stream Internet content

            • The newest tiny PCs are fully functioning “computers-on-a- stick”

            Intel Compute Stick

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            Quick Quiz (3)

            1. Flash memory cards are available today in capacities up to _____. a. 64 GB b. 512 MB c. 1 TB

            2. True or False: Flash memory is the primary storage for mobile devices such as tablets and smartphones.

            3. The most common type of flash memory card today is the __________ card.

            Answers: 1) c; 2) True; 3) SD Understanding Computers: Today and Tomorrow, 15th Edition 45

            Other Types of Storage Systems

            • Remote storage refers to using a storage device that is not connected directly to the user’s computer

            • Network storage: Using a storage device via a local network – Works in much the same way as using local storage – Network attached storage (NAS) devices are high

            performance storage systems connected individually to a network

            – A storage area network (SAN) consist of separate network of hard drives or other storage devices that are attached to the main network

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            Examples of Network Storage

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            Cloud Storage

            • Cloud storage (online storage) is accessed via the Internet – Cloud applications (Flickr, Facebook, Google Docs, etc.) – Online storage sites (Box, Dropbox, OneDrive, etc.) – Growing in importance because more and more

            applications are Web-based – Increasingly used for backup purposes – Files can be synched between PC and cloud storage – Many online storage sites offer some free storage – Business cloud storage is available; businesses can also

            create private clouds © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 48

            Example of Cloud Storage

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            Smart Cards

            • A smart card is a credit card-sized piece of plastic that contains some computer circuitry (processor, memory, and storage) – Stores a small amount of data (about 64 KB or less) – Commonly used to store prepaid amounts of digital cash or

            personal information – Smart card readers are built into or attached to a

            computer, door lock, vending machine, or other device – Some smart cards store biometric data – Use of mobile smart cards is an emerging trend

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            Examples of Uses for Smart Cards

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            Storage Systems for Large Computer Systems

            • Business storage needs are growing exponentially – Digital data produced is expected to double every two

            years through 2020 • A storage server contains multiple high-speed hard drives

            – Larger than typical NASs – Usually contain drawers of hard drives – Typically use fast Fibre Channel or iSCSI connections – Scalable so that more hard drives can be added as needed – Can use magnetic and/or SSD drives

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            Example of a Large Storage Systems

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            RAID

            • RAID (redundant arrays of independent discs) is a method of storing data on two or more hard drives that work together to record redundant copies – Used to protect critical data on large storage systems – Helps to increase fault tolerance – Different levels of RAID:

            • RAID 0 = disk striping (spread files over two or more hard drives)

            • RAID 1 = disk mirroring (duplicate copy) • Other levels use a combination or striping and mirror

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            Two Primary RAID Techniques

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            Newer RAID Systems

            • New storage systems are easier to set up and maintain so dedicated RAID personnel are not needed – For example, the Drobo system:

            • Connects to a computer or a network via a USB cable • Contains drive bays into which hard drives can be

            inserted • Has capacity and status indicators – drives can be

            inserted and removed as needed

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            Archival Storage Systems

            • Data archiving is the process of identifying and moving data that is no longer actively being used from regular storage systems to a separate long-term archival storage system

            • Options for data archival systems: – Large hard drives, such as a helium hard drive (10 TB) – Magnetic tape

            • Typically cartridge tapes; can be tape libraries – Higher capacity, archival Blu-ray Discs that are becoming

            available; so are optical jukeboxes – Cloud storage

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            Examples of Data Archiving Options

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            Evaluating Your Storage Alternatives

            • Product characteristics to consider: – Speed, compatibility, storage capacity, convenience, and

            portability • Each storage alternative normally involves trade-offs • Research which devices and media are most appropriate

            to your personal devices • All computers need at least one convenient USB port • Mobile device users

            – Fewer options for storage alternatives – Require appropriate wireless connectivity

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            Quick Quiz (4)

            1. An online photo sharing site is an example of __________. a. RAID b. cloud storage c. holographic storage

            2. True or False: Smart cards today typically hold at least 1.44 MB of data.

            3. A type of sequential storage that is sometimes used today for business data archiving and in some backup systems because of its low cost per terabyte is __________.

            Answers: 1) b; 2) False; 3) magnetic tape Understanding Computers: Today and Tomorrow, 15th Edition 60

            Summary

            • Storage Systems Characteristics • Hard drives • Optical Discs And Drives • Flash Memory Storage Systems • Other Types of Storage Systems • Evaluating Your Storage Alternatives

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            • Chapter 3�Storage
            • Learning Objectives
            • Overview
            • Storage System Characteristics
            • Examples of Storage Device Identifiers
            • Volatility and Random vs. Sequential Access
            • Files, Filenames, and Folders
            • Logical vs. Physical Representation and Types of Storage Technologies Used
            • Hard Drives
            • Magnetic Hard Drives
            • Magnetic Hard Drives (cont’d)
            • Hard Disk Organization
            • Examples of Tracks, Sectors, Clusters, and Cylinders
            • Magnetic Hard Drive Technologies
            • How It Works
            • Inside the Industry
            • Solid-State Drives (SSDs)
            • Solid-State Hybrid Drives (SSHDs)
            • Internal and External Hard Drives
            • Examples of External Hard Drives
            • Hard Drive Speed and Disk Caching
            • Hard Drive Partitioning
            • Hard Drive File Systems and Interface Standards
            • Quick Quiz (1)
            • Optical Discs
            • Representing Data on an Optical Disc
            • How Recorded Optical Discs Work
            • Optical Drives
            • Optical Disc Shapes, Sizes, and Capacities
            • Advantage of Optical Discs
            • Summary of Optical Discs
            • Read-Only Optical Discs: CD-ROM, DVD-ROM, and BD-ROM Discs
            • Recordable Optical Discs: CD-R, DVD-R, DVD+R, and BD-R Discs
            • Rewritable Optical Discs: CD-RW, DVD-RW, DVD+RW, and BD-RE Discs
            • Trend
            • Quick Quiz (2)
            • Flash Memory Storage Systems
            • Examples of Embedded Flash Memory
            • Flash Memory Cards and Readers
            • Examples of Flash Memory Cards, Readers, and Adapters
            • Flash Memory Cards
            • USB Flash Drives
            • Examples of USB Flash Drives
            • Technology and You
            • Quick Quiz (3)
            • Other Types of Storage Systems
            • Examples of Network Storage
            • Cloud Storage
            • Example of Cloud Storage
            • Smart Cards
            • Examples of Uses for Smart Cards
            • Storage Systems for Large Computer Systems
            • Example of a Large Storage Systems
            • RAID
            • Two Primary RAID Techniques
            • Newer RAID Systems
            • Archival Storage Systems
            • Examples of Data Archiving Options
            • Evaluating Your Storage Alternatives
            • Quick Quiz (4)
            • Summary

            ,

            Chapter 4 Input and Output

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            Learning Objectives (1)

            • Explain the purpose of a computer keyboard and the types of keyboards widely used today.

            • List several different pointing devices and describe their functions.

            • Describe the purposes of scanners and readers and list some types of scanners and readers in use today.

            • Explain what digital cameras are and how they are used today.

            • Understand the devices that can be used for audio input.

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            Learning Objectives (2)

            • Describe the characteristics of a display device and explain some of the technologies used to display images.

            • List several types of printers and explain their functions. • Identify the hardware devices typically used for audio

            output.

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            Overview

            • This chapter covers: – The most common input devices – Hardware designed for capturing data in electronic form – Audio input – Types of display devices and how they work – Types of printers and how they work – Audio output devices

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            Keyboards

            • A keyboard is an input device used to enter characters at the location marked by the insertion point or cursor – Can be built-in, wired, or wireless – Typically contains:

            • Standard alphanumeric keys • Numeric keypad • Function keys • Delete and Backspace keys • Ctrl and Alt keys • Arrow keys • Special-purpose keys

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            A Typical Desktop Keyboard

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            Keyboards for Mobile Devices

            • Mobile devices often use: – Slide-out keyboard – Pen or touch input (on-screen keyboard)

            • Can use an external keyboard (stand-alone or built into a case)

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            Pointing Devices

            • Pointing devices are used to: – Select and manipulate objects – Input data – Issue commands to the computer

            • Common types of pointing devices: – Mouse – Pen/stylus – Devices that use touch input

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            Mice

            • A mouse is a common pointing device that the user slides to move a pointer around the screen and clicks to make selections – Older mechanical mice use a ball – Optical or laser mice track with light – Touch mice support two-dimensional gestures – Used to start programs; open, move around, and edit

            documents; draw or edit images; and more – Can be used with a variety of devices – Typically connect via a USB port or a wireless connection

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            Common Mice and Mouse Operations

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            Pens/Styluses

            • A stylus is a pen-like device used to draw or write electronically on the screen – Also called digital pen, electronic pen, or pen – Pen input is being used for:

            • Photography, graphic design, animation • Industrial design, document processing, and healthcare

            applications • Navigating through a document • Issuing commands • Handwritten input and drawings

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            Pen-Based Computers and Mobile Devices

            • Pen input is often used with mobile devices and tablets • Can be used with desktop and portable computers if the

            display screen supports it

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            Digital Forms

            • With handwriting recognition, written text can be converted to editable typed text

            • The use of digital forms is increasingly

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            Trend

            Perceptual Computing • Users control devices with

            3D gestures, voice commands, and facial expressions

            • Noncontact system • Allows for full body input

            and input from a slight distance away or through a glass window The Leap 3D System

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            Other Uses for Digital Pens

            • Digital writing systems are pen-based systems that capture handwritten input as it is being written – Requires special paper with a grid of dots – Transfers handwritten input to computer

            • Graphics tablets are flat, touch sensitive tablets typically connected to computer using a USB port – Also called pen tablets or digitizing devices

            • Signature capture devices are used to record signatures for credit card purchases, deliveries, etc.

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            Examples of Digital Pens in Use

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            Touch Screens

            • Touch screens are display devices that are touched with the finger to select commands or otherwise provide input to the computer – Common on portable computers, smartphones, and other

            mobile devices – Multi-touch screens can recognize input from more than

            one finger at a time – Some support both touch and pen input – Surface Hub (large multi-touch wall-mounted display) – Table PC (large computer either built into a table or

            designed to be used on a table)

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            Examples of Touch Screens

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            Other Pointing Devices

            • Gaming devices • Trackballs • Control buttons and

            wheels • Touch pads

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            How It Works

            Augmented Reality • Overlays computer generated

            images on top of real-time images

            • Today, most often with smartphones using camera input, location info, and other data

            • Displays appropriate information related to images captured by the smartphone

            A smartphone AR app pointing at a business district.

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            Quick Quiz (1)

            1. Touch mice __________. a. support finger swipes and gestures b. navigate by a process called inking c. contain a scroll wheel on the top

            2. True or False: With handwriting recognition, handwritten text can be converted to editable text.

            3. On-screen forms that can convert handwritten text into editable typed text are called __________.

            Answers: 1) a; 2) True; 3) digital forms © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 21

            Scanners, Readers, and Digital Cameras

            • Some devices capture data initially in digital form • Others capture data from source documents

            – Already exist in physical form (photographs, checks, invoices, or product labels)

            – Source data automation • Saves time • Increases accuracy • Utilizes scanning or

            reading devices

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            Scanners

            • A scanner (optical scanner) is an input device that captures an image of an object in digital form – Data is typically input as a single image – Can scan photos, documents, images, etc. – Types of scanners

            • Flatbed scanners (scan flat objects one page at a time) • Portable scanners (scan objects while on the go) • 3D scanners (scan objects in 3D) • There are also task-specific scanners, such as receipt

            and business card scanners

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            Examples of Scanners

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            Scanning Quality and Resolution

            • Quality of scanned images indicated by optical resolution – Measured in number of dots per

            inch (dpi) – Can often be specified when

            image is scanned – Can be changed when scanned

            image is edited • Higher resolution means better

            quality but larger file size

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            Barcodes and Barcode Readers

            • Barcodes are machine-readable optical codes that represent data as a set of bars

            • Barcode readers are input devices that read barcodes • Types of barcodes

            – Read by traditional barcode reader • Universal Product Code (UPC) • ISBN • Code 39

            – Read by mobile apps • QR Codes (two-dimensional; hold much more data) • Digital watermarks (icons)

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            Examples of Barcodes and Digital Watermark Icons

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            Examples of Barcode Readers

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            Radio Frequency ID (RFID)

            • Radio Frequency Identification (RFID) is a technology that stores, reads, and transmits data located in RFID tags

            • RFID tags contain tiny chips and radio antennas – Can be attached to objects – Read by RFID readers

            • Handheld, portal, and stationary – Tags only need to be within range of

            the reader, rather than in line of sight • Used for a variety of applications

            – Tracking inventory and assets – Electronic toll collection – Tracking patients in hospitals – Ticketing applications – IDs (driver licenses, U.S. passports, etc.)

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            Near Field Communications (NFC)

            • Near Field Communications (NFC) is a short-range wireless communication standard based on RFID – Used to transfer information between smartphones or

            between a smartphone and an NFC-enable reader – Used for contactless mobile payments

            • Credit card or smartphone containing the NFC technology needs to be within an inch or so of the NFC- enabled payment terminal

            – More appropriate than conventional RFID for mobile payments

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            Examples of RFID and NFC Applications

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            Optical Mark Readers (OMR) and Optical Character Recognition (OCR)

            • Optical mark readers (OMRs) input data from optical forms to score or tally exams, questionnaires, ballots

            • Optical character recognition (OCR) recognizes text characters and converts them to electronic form as text, not images – Identifies each character and convert it to editable text – Used to process turnaround documents like monthly

            bills – Read by OCR devices – Optical characters are designed to be read by OCR devices

            but can still be read by humans

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            OMR Readers and Optical Characters

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            Magnetic Ink Character Recognition (MICR ) Readers

            • Magnetic ink character recognition (MICR) is used primarily for banking to facilitate check processing – MICR readers (check scanners)

            read the MICR characters printed at the bottom of checks

            – Used by banks – Used by businesses to remotely

            deposit checks – Individuals typically use ATMs or

            mobile deposit instead

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            Technology and You

            Mobile Payments and Digital Wallets • Digital wallets, like Apple Pay and

            Google Wallet, store payment information to pay for purchases

            • Mobile digital wallets are stored on mobile devices – Typically use NFC – Competing NFC readers

            • Mobile payments can also be made via mobile credit card readers, mobile banking apps, or mobile payment apps (Square Cash or PayPal)

            An NFC-enabled payment terminal.

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            Biometric Readers

            • Biometric readers are used to input biometric data such as an individual’s fingerprint or voice – Can be stand-alone

            readers or built into another piece of hardware

            – Most often used for access control, to authorize electronic payments, and to log on to secure Web sites

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            Digital Cameras

            • Digital cameras take pictures and records them as digital images – Can be still cameras and/or video cameras – Integrated into portable computers, smartphones, and

            tablets • Digital still cameras

            – Primary appeal is that images are immediately available – Camera quality is measured in megapixels – Typically use flash memory for storage – Slight delay when taking photos

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            Examples of Digital Still Cameras

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            Digital Video Cameras

            • Digital video cameras – Digital camcorders, PC video cameras (PC cams, webcams) – Built-in and stand-alone cameras – Store images on digital media (flash memory, DVDs, hard

            drives, etc.) • Applications

            – Live video feeds and recorded video

            – Surveillance – Video conferences,

            phone calls, and Webinars

            – Face recognition systems

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            Audio Input

            • Audio input – The process of entering audio data into the computer

            • Voice input – Inputting spoken words and converting them to digital

            form via microphone or headset – Used in conjunction with sound recorder software – Speech recognition systems enable the device being used

            to recognize voice input as spoken words • Can be used for dictation as well to as to issue

            commands to the device – Usually incorporated into smartphones, GPS systems, and

            other mobile devices

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            Example of a Speech Recognition System

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            Music Input Systems

            • Music input systems input music into a computer or other device – Existing music can be input

            using CDs or a Web download – For original compositions,

            microphones, keyboard controllers, and guitar controllers can be used to input music

            – Inputted music can be edited, saved, played, etc.

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            Quick Quiz (2)

            1. Which technology is used primarily by the banking industry to facilitate check processing? a. OCR b. MICR c. OMR

            2. True or False: One disadvantage of digital cameras is the slight delay between when the user presses the button and when the camera takes the photo.

            3. A voice input system typically requires software and a(n) __________ in order to input voice data or commands into a computer.

            Answers: 1) b; 2) True; 3) microphone © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 43

            Display Devices

            • Display devices present output visually on some type of screen – Monitors are display devices typically used with a desktop

            computer – Display screens are built into a variety of devices

            • Notebook and other portable computers • Smartphones and mobile devices • Handheld gaming devices, home entertainment

            devices, kitchen appliances • Digital photo frames, e-book readers, smart watches • Digital signage systems, digital billboards

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            Examples of Display Devices

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            Display Device Characteristics

            • Color vs. monochrome displays – Images are formed using pixels – Most displays today are color displays

            • CRT vs. flat-panel displays – Cathode ray tube (CRT) displays: large, bulky, and heavy – Flat-panel displays: take up less desk space; use less power

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            Size, Aspect Ratio, and Screen Resolution

            • Size and aspect ratio – Device size measured diagonally from corner to corner – Wide variety of sizes available – Most are wide-screen displays (16:9 aspect ratio)

            • Screen resolution – The number of pixels used on a display determines its

            resolution – Affects the amount of information that can be displayed

            on the screen at one time – Can be changed to match users’ preference

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            Video Adapters, Interfaces, and Ports

            • Video cards determine the graphic capabilities of a computer

            • VGA, DVI, and HDMI are the three most common interfaces to connect monitors to a computer

            • Ports exposed in the system unit cases connect monitors to computers – Newer option is to use USB

            ports

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            Example of a Video Card

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            Wired, Wireless, and High-Definition Displays

            • Wired vs. wireless displays – Wired display are physically connected to the system via a

            cable – Wireless displays connect using a wireless network

            connection (Wi-Fi, Bluetooth) • High-definition displays

            – Most common HD format is 1080p – Ultra HD (4K) uses about four times as many pixels as

            1080p displays

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            Wireless Displays

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            Wearable and Touch Displays

            • Wearable displays project images from a mobile device to a display screen – Smart glasses

            • Touch and gesture capabilities – Kiosks – Portable gaming devices – Smartphones – Tablets

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            Flat Panel Display Technologies

            • Liquid crystal displays (LCDs) use charged liquid crystals between sheets of glass or plastic – Requires backlighting

            • Light emitting diode (LED) displays use LCD panels and LED backlighting

            • Organic light emitting diode (OLED) displays use layers of organic material – Emit visible light so do not require backlighting – More energy efficient – Are thinner and have a wider viewing angle – Incorporated into many digital cameras, smartphones, TVs, and

            other consumer devices

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            Organic Light Emitting Diode (OLED) Displays

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            Other Types of OLEDs

            • FOLED (Flexible OLED) – OLED displays built on flexible surfaces such as plastic or

            metallic foil • TOLED (Transparent OLED)

            – Displays are transparent – Emit light toward top and bottom of display surface

            • PHOLED (Phosphorescent OLED) – Process that results in much more conversion of electrical

            energy into light instead of heat

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            Examples of Special Types of OLEDs

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            Inside the Industry

            Wearable Holographic Displays • Project images on top of

            what the person wearing the display is already seeing

            • Microsoft HoloLens – Essentially a head-

            mounted computer – Does not need to

            connect to a smartphone or computer to function

            Microsoft HoloLens

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            Electronic Paper (E-Paper) Displays

            • Electronic paper (e-paper) displays use electronic ink (e-ink) – Used for e-readers and other

            devices – Easier to read in direct sunlight – Content can change

            wireless – Only uses power to

            change images, not maintain an image

            – Can be monochrome or color

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            Other Types of Flat Panel Displays

            • Interferometric Modulator (IMOD) displays – Essentially a complex mirror

            that uses external light to display images

            – Designed initially for mobile phones and portable devices

            – Images are bright and clear, even in sunlight

            • Plasma displays use layers of gas between two plates of glass – Being replaced by LCDs

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            Data and Multimedia Projectors

            • Data projectors (multimedia projectors) display output from a computer to a wall or projection screen – Found in classrooms and conference rooms – Can be wireless or integrated into devices – Some contain an iPod dock

            • Pico projectors are pocket-size and connect to mobile and portable devices

            • Keyboard projectors project virtual keyboards • 3D projectors can project images used with 3D glasses or

            holograms

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            Examples of Data Projectors

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            Printers

            • Printers produce hard copy – Impact printers (dot-matrix)

            • Print mechanism strikes an inked ribbon to transfer ink to the paper

            • Used to produce multipart forms – Non-impact printers (ink-jet/laser)

            • Use liquid ink or toner • Produce higher quality images • Much quieter than impact printers

            – Can be color or black-and-white printers

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            Examples of Dot-Matrix and Color Printers

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            Printer Characteristics

            • Print resolution – Measured in dpi (dots per inch) or images per minute (IPM) – More dots per inch results in higher quality output – 300 dpi for general purpose printing; 1,200 dpi for

            photographs; 2,400 dpi for professional applications • Print speed

            – Measured in pages per minute (PPM) – Range from about 15 to 65 ppm

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            Printer Capabilities

            • Personal vs. network printers – Personal printers connect directly to a single computer – Network printers connect directly to a home or an office

            network; some can perform cloud printing • Connection options

            – USB connection, wired network, Wi-Fi, Internet

            • Multifunction devices (MFDs) or all-in-ones – Copy, fax, scan, print

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            Cloud Printing

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            Laser Printers

            • Laser printers use toner powder and technology similar to that of a photocopier to produce images on paper

            • The standard for business documents – Print one entire page at a time – Generally faster and have better quality output than ink-jet

            printers • Use toner cartridges; toner is transferred to the paper

            and fused with heat • Color printers use four toner cartridges

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            How Color Laser Printers Work

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            Ink-Jet Printers

            • Ink-jet printers spray droplets of ink to produce images on paper – Use ink cartridges – Usually print in color – Often the choice for home use – Relatively inexpensive with good-quality output – Print more slowly than laser printers – Potential applications for the future

            • Dispensing liquid metal, computer chips, “printing” human tissue, silk and protein ink, etc.

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            How Ink-Jet Printers Work

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            Special Purpose Printers

            • Barcode printers (print a variety of barcodes)

            • RFID printers (encode RFID tabs)

            • Label printers (print labels and/or postage)

            • Photo printers • Portable printers (used

            while on the go or by service professionals)

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            Integrated and Large-Format Ink-Jet Printers

            • Integrated printers (built into a smartphone, digital camera, etc.)

            • Large-format ink-jet printers (print posters, maps, signs, blueprints, etc.) – Sometimes called

            plotters – Print up to about 120

            inches in width – Some print on fabric

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            3D Printers

            • 3D printers form output in layers to build a 3D version of the desired output – Can print using plastic, metal,

            ceramic, wood, glass, sugar, etc. – Additive manufacturing – Print customized objects on demand

            • Personal products • Medical products • Prototypes or custom parts • Can contain moving parts

            – Issues such as 3D-printed weapons © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 73

            Audio Output

            • Audio output includes voice, music, and other audible sounds – Common audio output devices

            • Computer speakers • Headphones, headsets, and earbuds

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 74

            Quick Quiz (3)

            1. Which display devices takes up the largest amount of room on a desk? a. CRT monitor b. OLED display c. LCD display

            2. True or False: Laser printers can only print in black and white. 3. 3D printers typically form output in layers with a process

            known as __________ manufacturing.

            Answers: 1) a; 2) False; 3) additive

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 75

            Summary

            • Keyboards • Pointing and Touch Devices • Scanners, Readers, and Digital Cameras • Audio Input • Display Devices • Printers • Audio Output

            © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 76

            • Chapter 4�Input and Output
            • Learning Objectives (1)
            • Learning Objectives (2)
            • Overview
            • Keyboards
            • A Typical Desktop Keyboard
            • Keyboards for Mobile Devices
            • Pointing Devices
            • Mice
            • Common Mice and Mouse Operations
            • Pens/Styluses
            • Pen-Based Computers and Mobile Devices
            • Digital Forms
            • Trend
            • Other Uses for Digital Pens
            • Examples of Digital Pens in Use
            • Touch Screens
            • Examples of Touch Screens
            • Other Pointing Devices
            • How It Works
            • Quick Quiz (1)
            • Scanners, Readers, and Digital Cameras
            • Scanners
            • Examples of Scanners
            • Scanning Quality and Resolution
            • Barcodes and Barcode Readers
            • Examples of Barcodes and Digital Watermark Icons
            • Examples of Barcode Readers
            • Radio Frequency ID (RFID)
            • Near Field Communications (NFC)
            • Examples of RFID and NFC Applications
            • Optical Mark Readers (OMR) and Optical Character Recognition (OCR)
            • OMR Readers and Optical Characters
            • Magnetic Ink Character Recognition (MICR ) Readers
            • Technology and You
            • Biometric Readers
            • Digital Cameras
            • Examples of Digital Still Cameras
            • Digital Video Cameras
            • Audio Input
            • Example of a Speech Recognition System
            • Music Input Systems
            • Quick Quiz (2)
            • Display Devices
            • Examples of Display Devices
            • Display Device Characteristics
            • Size, Aspect Ratio, and Screen Resolution
            • Video Adapters, Interfaces, and Ports
            • Example of a Video Card
            • Wired, Wireless, and High-Definition Displays
            • Wireless Displays
            • Wearable and Touch Displays
            • Flat Panel Display Technologies
            • Organic Light Emitting Diode (OLED) Displays
            • Other Types of OLEDs
            • Examples of Special Types of OLEDs
            • Inside the Industry
            • Electronic Paper (E-Paper) Displays
            • Other Types of Flat Panel Displays
            • Data and Multimedia Projectors
            • Examples of Data Projectors
            • Printers
            • Examples of Dot-Matrix and Color Printers
            • Printer Characteristics
            • Printer Capabilities
            • Cloud Printing
            • Laser Printers
            • How Color Laser Printers Work
            • Ink-Jet Printers
            • How Ink-Jet Printers Work
            • Special Purpose Printers
            • Integrated and Large-Format Ink-Jet Printers
            • 3D Printers
            • Audio Output
            • Quick Quiz (3)
            • Summary
            Platinum Essays