file

Shane McClellan chap1_pe1_candle_solution 2/11/2010

1

January 26, 2010

Ms. Tammy Sanders1323 Delamar Avenue NWAlbuquerque, NM 87107

Dear Ms. Sanders:

Your interest in Heavenly Scents Candles shows that you appreciate exquisite fragrances. Heavenly Scents Candles provide hours of enjoyment by freshening up your home or office. Plus, Heavenly Scents Candles make wonderful wedding, birthday, or graduation gifts. The following list is just a sample of the many fragrances available:

Standard Scents Exotic Scents

Cinnamon Pina ColadaMulberry MangoVanilla Passion FruitApple Spice Tropical Mist

We offer the above scented candles in four sizes, just right for any room. Take a look at the affordable prices and sizes.

Size Description Price

8 ounce Round Jar $9.9516 ounce Round Jar $17.9526 ounce Octagon Jar; 2 Wicks $19.9530 ounce Square Jar; 2 Wicks $23.95

Candles are carefully packaged to prevent damage during shipping. Please call us at 1-888-CANDLES or complete and mail the enclosed order form to place an order for Heavenly cents Candles.

Sincerely yours,

Tana GrimesCandle Specialist

Enclosure

Shane McClellan chap1_pe2_memo_solution 2/11/2010

Updated by S. M.

INTER-OFFICE MEMO

TO: Midwest Regional Employees

FROM: Harold McGary, Director of Human Resources

DATE: October 3, 2008

SUBJECT: In-Service Training Seminars

As you probably know, Spinster Enterprises is conducting regional in-service seminars on a variety of topics. These seminars are designed to improve communication, customer service, and other critical arenas.

The seminars are held in the Cowboy Hat Hotel across the street from the Dallas office. Department managers have been instructed to allow employees in their department to attend any of the seminars. All employees are required to attend one of the following seminars.

October 17 1:30-3:30 p.m. Communicating with Subordinates Suite 495October 18 8:00-10:00 a.m. Making Customers Feel Important Suite 495October 18 9:30-11:30 a.m. Handling Office Politics Texas BallroomOctober 18 3:30-5:30 p.m. Mentoring New Employees Texas BallroomOctober 19 9:30-11:30 a.m. Working with Managers Suite 495Date Time Topic RoomPlease call Paula Wilhelm at (800) 555-8170 to schedule the workshop you plan to attend.

Shane McClellan chap1_mid2_proposal_solution[1] 2/11/2010

Page | 0 All About TrainingTraining Proposal


Page | 1

All About Training6262 Marketplace Boulevard; Nashua, NH 03063; (603) 555-6262

For more information contact: Debra WoltmanPersonnel Manager603-555-6262

Overview

All About Training is an established computer training company positioned to provide techno-

logical training to all levels of individuals. High quality training has become synonymous with

our name. All About Training has over 150 offices scattered throughout the United States and

Canada, staffed by more than 1,100 highly trained professional sales personnel.

Ideology

At All About Training we believe our product is knowledge. We also believe that knowledge is

power. We know that technology provides the tools that businesses need to compete in the

twenty-first century, and we know that we can deliver that knowledge, and along with it the

power to succeed.

Proposal

To meet the training needs of a large and varied corporation such as yours, we have formulated a

new and unique plan for delivering education. We propose the following methods:

On-Site Small, hands-on classes held at your corporate locations One-on-one instruction for specific individuals All About Training trainers available in person to answer questions

Off-Site Retreats held with the specific intent to provide training Small, hands-on classes held at our state-of-the-art training facilities Toll-free telephone support


Page | 2

Time Frame

We believe that training should commence as soon as possible.

Budget

We have taken in consideration budgetary concerns and we believe that we can produce stellar

results within a moderate budget. We can supply some preliminary figures based on other, simi-

lar training missions we have conducted.

Proposed BudgetMiscellaneous $5,000Lodging $15,000Materials $89,000Travel $150,000Personnel $200,000Total $459,000.00

Background Information

All About Training is currently responsible for corporate training at over 100 different clients

throughout North America. Many clients are found on the Fortune 500 list. Although some cli-

ents choose to remain anonymous, a growing number are only two proud to endorse All About

Training as playing a key role in their continued growth and success.

Testimonials are available from the following corporations:

Gadgets & Co., New York, NY Patents R Us, Chicago, IL Widgets and Doohickeys, Inc., San Francisco, CA

Financial Statement

All About Training is a publicly held corporation and is traded on the NASDAQ stock exchange

under the symbol MMIX. In 2008, All About Training reported sales of over $5 million, with

earnings of $1.3 million. Income is expected to increase by 10% in fiscal 2009.


Page | 3

Conclusion

This proposal is, of course, based on preliminary information. We would welcome the change to

meet with you to discuss our services in person.

Last Updated on 1/28/2010

Shane McClellan chap1_mid2_proposal_solution97 2/11/2010

Page | 0 All About TrainingTraining Proposal


Page | 1

All About Training6262 Marketplace Boulevard; Nashua, NH 03063; (603) 555-6262

For more information contact: Debra WoltmanPersonnel Manager603-555-6262

Overview

All About Training is an established computer training company positioned to provide techno-

logical training to all levels of individuals. High quality training has become synonymous with

our name. All About Training has over 150 offices scattered throughout the United States and

Canada, staffed by more than 1,100 highly trained professional sales personnel.

Ideology

At All About Training we believe our product is knowledge. We also believe that knowledge is

power. We know that technology provides the tools that businesses need to compete in the twen-

ty-first century, and we know that we can deliver that knowledge, and along with it the power to

succeed.

Proposal

To meet the training needs of a large and varied corporation such as yours, we have formulated a

new and unique plan for delivering education. We propose the following methods:

On-Site Small, hands-on classes held at your corporate locations One-on-one instruction for specific individuals All About Training trainers available in person to answer questions

Off-Site Retreats held with the specific intent to provide training Small, hands-on classes held at our state-of-the-art training facilities Toll-free telephone support


Page | 2

Time Frame

We believe that training should commence as soon as possible.

Budget

We have taken in consideration budgetary concerns and we believe that we can produce stellar

results within a moderate budget. We can supply some preliminary figures based on other, simi-

lar training missions we have conducted.

Proposed BudgetMiscellaneous $5,000Lodging $15,000Materials $89,000Travel $150,000Personnel $200,000Total $459,000.00

Background Information

All About Training is currently responsible for corporate training at over 100 different clients

throughout North America. Many clients are found on the Fortune 500 list. Although some cli-

ents choose to remain anonymous, a growing number are only two proud to endorse All About

Training as playing a key role in their continued growth and success.

Testimonials are available from the following corporations:

Gadgets & Co., New York, NY Patents R Us, Chicago, IL Widgets and Doohickeys, Inc., San Francisco, CA

Financial Statement

All About Training is a publicly held corporation and is traded on the NASDAQ stock exchange

under the symbol MMIX. In 2008, All About Training reported sales of over $5 million, with

earnings of $1.3 million. Income is expected to increase by 10% in fiscal 2009.


Page | 3

Conclusion

This proposal is, of course, based on preliminary information. We would welcome the change to

meet with you to discuss our services in person.

Last Updated on 1/28/2010

chap1_mid4_heart_solution[1chap1_chap1_mid4_heart_solution[1]mid4_heart_solution[1]] chap1_mid4_heart_solution[1] chchap1_mid4_heart_solution[1]ap1_mid4_heart_solution[1]

Heart Attacks:What You Should Know

Shane McClellan

Shane McClellan chap1_mid4_heart_solution[1] 2/11/2010

Heart Attacks: What You Should Know

According to the National Heart, Lung, and Blood Institute, about 1.1 million Americans have a heart attack each year. About 40 percent of heart attacks are fatal. Because heart attacks often happen about one hour after symptoms first start, people typically can seek medical care.

What is a heart attack?

A heart attack is caused by coronary heart disease (CHD). CHD occurs when the coronary arteries narrow, which decreases blood supply to the heart. A blood clot usually forms, which terminates blood flow. When this occurs, a person is having a heart attack. If not treated immediately, permanent muscle damage can occur, or the person can die.

What are the signs of a heart attack?

Some of the main signs of a heart attack include the following:

Uncomfortable pressure, pain, squeezing sensation, or discomfort in the center of the chest, typically lasting more than a few minutes.

Pain or pressure in the chest, upper abdomen, neck, jaw, or arms.

Lightheadedness, fainting, sweating, or nausea.

Heartburn or indigestion.

Increased or irregular heart rate.

Shortness of breath.

How can you reduce the risk of a heart attack?

Some factors, such as age and history of heart disease in a family are uncontrollable; however, you can take steps to reduce the risk of having a heart attack. Some of these steps include the following:

Stop smoking cigarettes. Cigarette smoking dramatically increases the risk of heart attacks.

Lower your blood pressure. High blood pressure forces your heart to work harder, which increases the risk of a heart attack. The optimal blood pressure is 120/80. To prevent or control high blood pressure, do the following:

o Lose extra weight.o Become physically active.o Follow a healthy eating plan, including reducing sodium intake.o Limit alcohol intake.

Shane McClellan chap1_mid4_heart_solution[1] 2/11/2010

Reduce high blood cholesterol. High blood cholesterol causes your arteries to become narrower, thus slowing down or blocking the flow of blood to your heart. To reduce high blood cholesterol, do the following:

o Eat healthy foods.o Get plenty of physical activity.o Lose extra weight.

Work toward a healthy weight. Being overweight or obese increases the probability of a heart attack.

Lead a physically active life. Physical activity helps lower your blood pressure and helps control high blood cholesterol. Increasing your physical fitness increases overall health, which can minimize the risk of a heart attack.

Manage diabetes. Diabetes damages blood vessels, which leads to heart diseases. Diabetics must adhere strictly to doctor’s orders to control the diabetes. Some guidelines for diabetics include the following:

o Eat at regular times each day.o Take prescriptions as directed and at consistent times each day.o Check your blood sugar level every day.

Sources

MedicineNet, Inc. (n.d.) Heart attack (Myocardial Infarction). Retrieved May 3, 2003, from http://www.medicinenet.com/Heart_Attack/article.htm.

National Heart, Lungs, and Blood Institute. (n.d.), Heart attacks. Retrieved May 3, 2003, from http://www.nhlbi.nih.gov/actintime/aha/aha.htm.

National Heart, Lungs, and Blood Institute. (n.d.), Reducing heart attack risk. Retrieved May 3, 2003, from http://www.nhlbi.nih.gov/actintime/rhar/rhar.htm.

TriGenesis Communications Inc. (n.d.). Heart attack symptoms and warning signs. Retrieved May 3, 2003, from http://www.heartinfo.org.

Shane McClellan chap1_mc3_tmgnews_solution 2/12/2010

June 2008 EditionInteresting News in the Company!

Conference is scheduled!The Technology Training Conference is scheduled for October 13–17 at the Riverfront Resort Center. We’re working with all areas to provide opportunities for every employee to participate in this conference. Supervisors will coordinate schedules to rotate employee work schedules and conference events. Check with your supervisor during the first week in October for your schedule.

New Customer Service BranchAt long last—we opened our new customer service branch in Myrtle Beach. This branch office will serve the middle portion of the East Coast. Joey Jameson, our long-time customer service assistant manager in Akron, is the new director of the Myrtle Beach location. We welcome all our new associates in Myrtle Beach.

Just a Reminder . . . The new card key system for the main office in Salt Lake City will be

activated on July 1. Stop by Jenna Gellar’s office to pick up your new card. If you don’t have your new card by the 1st, you won’t be able to get into the building!

The Mobile Blood Bank is coming this month! It’s that time againtime to roll up your sleeves and donate blood. Take your vitamins and eat well for the next two weeks so you can participate. We want to meet or beat last year’s record of 573 pints donated.

Dental BenefitsAfter long negotiations with our health care provider, we were able to reinstate dental benefits as part of the regular plan. Effective July 1, employees will not have

to pay a monthly premium for dental benefits for themselves. TMG will pay premiums for all full-time employees. Employees who wish to continue paying premiums for dental benefits for family members will

continue paying monthly premiums for only their dependents. As a compromise to paying employees’ dental premiums, the deductibles for

office calls and services will increase by 10 percent. However, in the long run, employees will be paying less for dental benefits.

Get Your New Key Cards!

Shane McClellan chap2_pe1_tips_solution 2/11/2010

S. Shane McClellanFebruary 8th, 2010


PC Purchasing Tips

Don't forget the software. Any machine you buy will come with some version of Microsoft Windows, but you must purchase the application software you intend to run. Many first-time buyers are surprised that they have to pay extra for software, so be sure to allow for this in your budget. Ideally, Microsoft Office will be bundled with your machine, but if not, look to purchase it through your university bookstore as it offers a substantial educational discount.

Don't skimp on memory. The more memory a system has the better its overall performance. 512MB of RAM is the minimum you should consider in today's environment, but 1GB is better. You should also be sure that your system is able to accommodate additional memory easily and cheaply.

Buy more disk space than you think you need. We purchased our first hard disk as an upgrade to the original PC in 1984. It was a "whopping" 10MB, and our biggest concern was that we would never fill it all. The storage requirements of application programs have increased significantly. Microsoft Office requires several hundred megabytes for a complete installation. A 20GB drive is the minimum you should consider in today's environment.

Let your fingers do the walking. A single issue of a computer magazine contains advertisements from many vendors, making it possible to comparison-shop from multiple mail-order vendors from the convenience of home. You can also shop online and visit a vendor's Web site to obtain the latest information. You can generally get to a vendor by using a Web address of the form, www.company.com.

Look for 30-day price protection. An unconditional 30-day money-back guarantee is an industry standard. Insist on this guarantee and be sure to get it in writing. A reputable vendor will also refund the amount of any price reduction that occurs during the first 30 days, but it is incumbent on you to contact the vendor and request a refund. Don't forget to do so.

Use a credit card. You can double the warranty of any system (up to one additional year) by using a major credit card provided it offers a "buyer's protection" policy. (Check with your credit card company to see whether it has this feature, and if not, you may want to consider getting a different credit card.) The extended warranty is free and it goes into effect automatically when you charge your computer. The use of a credit card also gives you additional leverage if you are dissatisfied with an item.


Don't forget the extras. A modem and/or a network card is an absolute must, but it is not necessarily included in the basic price. The standard PC comes with a simple speaker that is capable of little more than a beep, but true sound requires the installation of a sound card and the availability of speakers. A microphone is required if you want to record your own sound. Any vendor will gladly sell you these components. Just remember to ask.

Don't be frustrated when prices drop. The system you buy today will invariably cost less tomorrow, and further, tomorrow's machine will run circles around today's most powerful system. The IBM/XT, for example, sold for approximately $5,000 and was configured with an 8088 microprocessor, a 10MB hard disk, 128KB of RAM, and monochrome monitor, but it was the best system you could buy in 1983. The point of this example is that you enjoy the machine you buy today without concern for future technology. Indeed, if you wait until prices come down, you will never buy anything, because there will always be something better for less.

Shane McClellan chap2_pe3_iso_solution 2/11/2010

1

ISO 9000


2

ContentsISO 9000 ........................................................................................................................................................ 1

I. INTRODUCTION............................................................................................................................. 3

II. QUALITY POLICY.......................................................................................................................... 3

III. QUALITY SYSTEM .................................................................................................................... 3

IV. DOCUMENT AND DATA CONTROL....................................................................................... 4

V. INSPECTION AND TESTING ........................................................................................................ 4

VI. CONTROL OF QUALITY RECORDS........................................................................................ 5

VII. TRAINING ................................................................................................................................... 5


3

I. INTRODUCTION

ISO 9000 is a series of international standards for quality management and assurance.

Thousands of manufacturing and service organizations has adopted it around the world.

All standards developed by ISO are voluntary and there is no enforcement of their

implementation.

II. QUALITY POLICY

The manager with executive responsibility will define the standards and document the

policy for quality. The quality policy shall be relevant to the supplier's organizational

goals and the expectations and needs of its customers.

Responsibility and authority

The responsibility and authority of personnel who manage and perform work affecting

quality shall be defined and documented.

III. QUALITY SYSTEM

Quality-system procedures

The supplier will prepare and document procedures consistent with the requirements of

the ANS. New procedures may need to be developed and should reflect step-by-step

instruction. These procedures should then be documented in a manner that allows all

employees responsible for the procedure, access to the procedure.


4

Quality planning

The supplier shall define and document how the requirements for quality will be met.

Quality planning shall be consistent with all other requirements and shall be documented

in a format to suit the supplier's method of operation. The supplier shall give

consideration to meeting the specified requirements for products, projects, or contracts.

IV. DOCUMENT AND DATA CONTROL

Document and data approval and issue

The documents and data shall be reviewed and approved for adequacy by authorized

personnel prior to issue. A master list or equivalent document-control procedure

standards identifying the current revision status of documents shall be established and be

readily available to preclude the use of invalid and/or obsolete documents.

Document and data changes

Changes to documents and data shall be reviewed and approved by the same

functions/organizations that performed the original review and approval, unless

specifically designated otherwise. The designated functions/organizations shall have

access to pertinent background information upon which to base their review and

approval.

V. INSPECTION AND TESTING

The supplier shall establish and maintain documented procedures for inspection and

testing activities in order to verify that the specified requirements for the product are met.

The required inspection and testing, and the records to be established, shall be detailed in

the quality plan or documented procedures.


5

VI. CONTROL OF QUALITY RECORDS

The supplier shall establish and maintain documented procedures for identification and

filing of quality records. Quality records shall be maintained to demonstrate

conformance to specified requirements and the effective operation of the quality system.

Pertinent quality records from the subcontractor shall be an element of these data.

All quality records shall be legible and shall be stored and retained in such a way that

they are readily retrievable in facilities that provide a suitable environment to prevent

damage or deterioration and to prevent loss. Retention times of quality records shall be

established and recorded. Where agreed contractually, the customer or the customer’s

representative shall make quality records available for evaluation for an agreed period.

VII. TRAINING

The supplier shall establish and maintain documented procedures for identifying training

needs and provide for the training of all personnel performing activities affecting quality.

Personnel performing specific assigned tasks shall be qualified on the basis of appropriate

education, training, and/or experience, as required.


6

INDEXauthority, 3DATA CONTROL, 4procedures, 3quality, 3

RECORDS, 5supplier, 4TESTING, 4TRAINING, 5

Shane McClellan chap2_pe4_training_solution 2/11/2010

MEMO

To: Ray Rosbrugh, Director of Human Resources

From: Tracey Spears, Training Coordinator

Date: May 15, 2008

RE: October certification exam

As per your request, the employees listed below have earned continuing education credits and are eligible for the Certification exam scheduled for October 26, 2008.

Kody AllenSimon AndersonAlana BellYork ChooKaren CrudupConni FarrarDakota HaysMelissa KlemickRandall LarsenSidney LewisAmy Kay LynnTharaka ManaguegaSue MarcumScott Martin Shannon McFurtreyChaitali Mehta

John MichaelSalvatore MingroniRebecca MitchellSwetal Patal Winnifred RoarkJohn RogersPiau ShingStewart StarkeyMarc StilesRyan StubbsJulian SuRobert TillisGary TrowellAna VillanuevaJamal Washington

Special Notes:Highlighted names have indicated a work conflictStrikeouts have opted out of the exam

Shane McClellan chap2_mid1_conference_solution 2/11/2010

IT Training Conference Status Report 1 2/17/2010

Information Technology Training ConferenceStatus Report for Division Managers

The Committee

A training conference committee was formed last November to work on coordinating and planning all details of the upcoming training conference to be held in October. The committee members are Veronica Lucasse (Chairperson), Blaine Rapier, Romaine Lancaster, and Charlene O’Neal.

The technology training conference committee provides details of future plans for technology training for all employees. Training information is derived by soliciting suggestions from current employees and supervisors throughout the division. The committee meets every first and third Thursday of every month. The Chairperson designates the time and place.

Training Sessions

Training sessions are designed to improve employees’ knowledge and skills in specific areas. These areas help improve employees’ productivity, Internet experience, and interaction with clients.

This first training conference provides training sessions on the following topics: Word, Web-Page Development, Presentation Graphics, and Multimedia.

The Word workshop trains employees about maximizing skills to improve employees’ productivity.

The Web Page Development workshop trains people to plan, design, and build dynamic Web sites using Web-development software and writing html code.

The Multimedia training provides information on how to develop interactive presentations.

The Presentation Graphics session provides information on using presentation graphics software to improve client presentations.

Training Goal

The goal of the training conference is to provide technology training in a variety of technical areas to ensure that our employees are kept abreast of the latest technology advancements and are able to function in the information age. This conference will be offered to all employees. In response to our employees’ request, we have developed our first annual technology update training session.

Shane McClellan chap2_mid4_welcome_solution 2/11/2010

April 21, 2008

Ms. Cecilia Gibson459 South Ridge View DriveChicago, IL 60603

Dear Cecilia:

On behalf of the members of the Association for Administrative Professionals, I would like to welcome you to the organization. We have many unique activities planned to focus on training and business issues, and I am confident that you will enjoy them. Here are some of the activities we have planned:

Having administrative professionals be guest speakers at meetings. Participating in the regional and national conferences. Shadowing an administrative professional for a day. Finding internships for members of the organization.

The next meeting will feature a presentation by Alexis Odom, the President of the Harrison County Chapter. Her presentation on “Professional Portfolios” will be of great value in career advancement. Please call Kristi Nelson at (317) 555-2340 as soon as possible to RSVP.

Date: June 7, 2008Time: 3:30 p.m.Where: Community College

Business BuildingRoom 255

I am looking forward to seeing you at our next meeting.

Sincerely,

Shane McClellan

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