Running head: ONLINE FAX SOFTWARE
Online Fax Software Justification Report
Sally Student
ENG 315 – Professional Communications
Professor Catherine Ipcizade
November 19, 2014
1
ONLINE FAX SOFTWARE
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Mrs. Edna Padilla
Office Manager
Commonwealth Orthopaedics
6355 Walker Lane
Alexandria, VA 22305
November 19, 2014
Rhonda Naldo
3620 Joseph Siewick Drive
Fairfax, VA 22033
Dear Mrs. Padilla,
I am pleased to present the report you authorized on October 26, 2014, regarding the feasibility
of potential online fax options for the upcoming fax upgrades in your offices.
An analysis of both Zetafax and Rightfax found that, although both alternatives offered the
ability to send extremely high volumes of faxes on a regular basis, Zetafax better met our chosen
criteria in cost, 24 hour technical support, money back guarantee, free trial and user friendliness.
It is therefore the recommendation that we utilize Zetafax’s software for our upcoming fax
upgrade.
Thank you for allowing me the opportunity to research potential online fax choices. I appreciate
your consideration of my recommendation. Should you have any questions regarding this report,
please do not hesitate to contact me at (703) 508- 8878.
Sincerely,
Rhonda Naldo
Enclosure: Justification Report
ONLINE FAX SOFTWARE
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Table of Contents
Executive Summary ........................................................................................................................ 4
Problem Statement .......................................................................................................................... 5
Terminology.................................................................................................................................... 5
Report Overview…………………………………………………………………………………. 6
Overview of Alternatives………………………………………………………………………….6
Criteria ...........................................................................................Error! Bookmark not defined.
Research Methods ..........................................................................Error! Bookmark not defined.
Evaluation of Alternatives .............................................................................................................. 7
Findings and Analysis ..................................................................................................................... 8
Recommendation ............................................................................................................................ 9
References ..................................................................................................................................... 10
ONLINE FAX SOFTWARE
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Executive Summary
This report examines the feasibility of two potential online fax options for the upcoming fax
upgrade. Methods of analysis include calls to each alternative as well as Internet research to
evaluate system compatibility, promotions, 24 hour technical support, money back guarantee,
free trials and if they offer software that is user friendly. Other websites will be used to research
case studies and customer reviews. The results of the data show that both examined online fax
companies are quality alternatives with user friendly software, acceptable customer satisfaction
ratings, and free trials.
However the report finds that, while both analyzed alternatives provide similar products and
services, Zetafax most closely meets the criteria presented in terms of overall cost effectiveness,
24 hour technical support, money back guarantee, free trial and user friendliness. It is therefore
recommended that Alternative A, Zetafax, be chosen as the vendor for the new online fax
software.
ONLINE FAX SOFTWARE
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Online Fax Software
Edna Padilla’s staff is gearing up for a technology upgrade. After many years of using a manual
fax machine, Edna Padilla feels her staff deserves to have the newest fax technology so it will
make their jobs easier and more efficient. She has decided that upgrading to online fax software
is the best way to go and would suit the preferences of her employees.
The Justification Report presents the need to determine suitable online fax software for the
upcoming upgrade. It presents the scope of the problem, presents two potential fax software
choices, and evaluates them utilizing five criteria to best decide which software meets the unique
needs of Mrs. Padilla’s staff. The report does not consider alternate software but instead focuses
on two local fax software alternatives that have been recommended by the CEO of the company.
Internet research was conducted as well as personal interviews with the merchants, and a final
recommendation is provided.
Problem Statement
Commonwealth Orthopaedics has a great problem. It is time to get rid of the manual fax
machines and upgrade to online fax server software. Unfortunately, the manager cannot decide
which online fax software to upgrade to. All of the vendors attempt to tantalize her with free
trials, free 24 hour technical support, promises of internal efficiency, a money back guarantee,
and end to paper use. How is she to choose? They are a busy orthopaedic clinic which has
eleven office locations. Her staff is ready for an upgrade in technology but her budget is limited
since there are so many office locations that need upgrading.
Terminology
“Money back guarantee”- known as a satisfaction guarantee, is essentially a
simple guarantee that, if a buyer is not satisfied with a product or service, a refund will be made.
“User friendly”- easy to use or understand
Report Overview
This report was created to help the indecisive Mrs. Padilla choose the best online fax software
for an upgrade in her offices. Mrs. Padilla tasked this group to investigate two alternatives to
determine the best online fax software recommendation for the offices. The two merchants
researched were Alternative A (Zetafax) and Alternative B (Rightfax). Mrs. Padilla’s criteria by
which to judge the alternatives were as follows: cost, 24 hour technical support, money back
guarantee, free trial and user friendliness. Research methods included calls, Internet research
(for promotions and customer satisfaction reviews), and in-person visits to both places of
business. An evaluation of the two alternatives revealed that Alternative A, Zetafax, should be
recommended, since it offered five advantages that Rightfax could not: better discount by
providing a $500 savings for a 250 user starter software, free 24 hour technical support, money
back guarantee if not fully satisfied, free trials for 90 days, and easy to understand and easy to
learn step by step process.
ONLINE FAX SOFTWARE
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Overview of Alternatives
The following two alternatives considered in this report meet Edna Padilla’s criteria:
Alternative A – Zetafax: is a fax server software from Equisys. Users can send and receive
faxes directly from their PC, and from email applications such as Microsoft Outlook 2010 or
Lotus Notes. It is an award winning fax server software that delivers secure, fast and cost
effective document distribution. Simple to install, easy to manage and highly reliable, Equisys
has a proven track record in providing businesses with complete fax server solutions that
generate real cost savings whilst streamlining their business processes.
Alternative B – Rightfax: a market leading network fax server software. It allows employees to
fax and receive faxes from their desktop via email. It is a deep integration fax solution designed
for the large enterprise, capable of efficiently handling high volumes of faxes. With a channel
capacity of up to 1,024 channels, it can send extremely high volumes of faxes on a regular base.
Criteria
Edna Padilla stressed that the following five criteria would be used to judge the feasibility of
each alternative:
1. Cost – How much will the online fax software cost? Edna Padilla said that she did not
want to spend more than $5000 for the eleven offices (consisting of 220 employees).
2. 24 hour technical support— What type of support do they offer? Edna Padilla noted
that she needs every office to have 24 hour technical support access.
3. Money back guarantee— If employees are not satisfied, will they refund money?
Since they are spending a lot of money, they want to make sure they are fully satisfied.
4. Free trial— Do they offer a trial period? Edna Padilla mentioned that they would like
to try out the software before they buy it.
5. User friendly— Is the software easy to use and understand? There are some
employees that aren’t tech savvy and it needs to be an easy transition from a manual fax
machine.
Research Methods
Research Methods included calls to each alternative to determine the pricing and what services
they offer. The Internet websites of both alternatives were consulted in an effort to view their
system compatibility, and to see if they had any promotions. Other websites were reviewed to
research case studies and customer reviews. Meetings with both alternatives were also conducted
so that they may get a feel for how busy the practice is, what their needs are, and to show them
how many employees it would service.
ONLINE FAX SOFTWARE
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Evaluation of Alternatives
Cost
Alternative A
1. Charged $4500 for a 250 user starter system- which includes a 1 year software
assurance
2. Alternative A offers a greater cost savings by adding an additional 30 users for
under the budged amount of $5000. Edna Padilla could take advantage of this
deal.
Alternative B
1. Charged $4500 for a 200 user starter system –which offered no software
assurance included
2. Adding an additional 50 users would cost $500 extra
24 hour technical support
Alternative A
1. Offered free 24 hour technical support. Internet reviews indicated that customers
appreciate round the clock technical support ("Customer Reviews: Zetafax 24
hour technical support", 2014)
2. Offered no hidden fees-24 hour support for the lifetime of the software. It was
verified that this alternative supported Edna Padilla’s need of technical help at any
hour of the day.
Alternative B
1. Offered Technical support from 7am to 10pm
2. Fee of $50 per month for calls before and after their business hours.
Money back guarantee
Alternative A
1. Provided a money back guarantee if not fully satisfied.
2. Offered no regret buying. Internet reviews confirmed that buyer’s remorse: “one
man’s remorse is another man’s reminiscence ("Customer Reviews: Zetafax
Buyers Remorse", 2014) It was verified that there is nothing in trying this
software. No money would be lost.
ONLINE FAX SOFTWARE
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Alternative B
1. Offers a satisfaction guarantee- if not satisfied, they charge 10% for having the
software uninstalled
2. Does not offer a full money back guarantee. Internet reviews confirmed that not
offering a refund is a bad business practice ("Customer Reviews: Rightfax
refund", 2014)
Free trial
Alternative A
1. Offered free trials for 90 days
2. Offered full trial versions with a free demonstration video. Reviews on the
internet show that demonstration videos are helpful to visual learners ("Customer
Reviews: Zetafax Demo Videos", 2014)
Alternative B
1. Offered free 30 day trials
2. However, it takes 4+ hours for the software to download, register and activate.
Internet reviews indicated that longer waiting and download times lead to
frustrated impatient customers ("Customer Reviews: Rightfax Download speed",
2014)
User Friendly
Alternative A
1. Offers easy to understand and easy to learn step by step process
2. Provides pictures and diagrams to follow. Edna Padilla’s employees could benefit
from the visual learning.
Alternative B
1. Offers a more complex hard to follow process
2. Pictures and illustrations are not provided
Findings and Analysis
While both Alternatives A and B offered faster copying capability and ability to send faxes from
computer desktops that appealed to Edna Padilla and Commonwealth Orthopaedics employees,
Alternative A offered a better discount by providing a $500 savings for a 250 user starter
software. Additionally, Alternative B captivated with a free money back guarantee if not
satisfied. Studies by (Lichterman, 2014) indicate that “some people want results, some want
ONLINE FAX SOFTWARE
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gratification, and some want happiness, but at the end of the day it all boils down to one thing:
avoiding regret”. This is why Alternative A seemed a wiser choice when it came to choosing a
money back guarantee. Customers should be refunded if they don’t like the software for any
reason.
Another issue that had to be considered was choosing an alternative that was user friendly and
easy to use. A product that's difficult to figure out, inefficient to use, or poorly supported is not going
to win much of a user base according to (Winestad, 2014). Employees are looking for simple to
install, easy to update, efficient, pleasant, easy-to-navigate, doesn't need third-party software, and easy
to troubleshoot.
Free trial is another criterion to be considered. Alternative A’s free trial was 60 days more than that of
Alternative B (Newland, 2013). Consequently, Alternative A seemed a wiser choice when it came to
being able to use the software for a longer trial period.
It appears that Alternative A will satisfy all employees when it comes to needing technical support at
any hour of the day. “When you know help is right around the corner it gives you a sense of relief”
(Gonzales, 2012).
Figure 1: Graphic analysis of Findings
Criteria
Alternative A(Zetafax) Alternative B (Rightfax)
Cost
Low
HIGH
24 Tech Support
HIGH
Low
Money Back Guarantee
HIGH
None
Free Trial
HIGH
Moderate
User Friendly
HIGH
Moderate
TOTAL FEASIBILTY
HIGH
Moderate- Low
Recommendation
It is recommended that Mrs. Padilla purchase online fax software from Zetafax for her offices.
The software should cost no more than $4500 for a 250 user starter system- which includes a 1
year software assurance, simple to install, easy to update, efficient, pleasant, easy-to-navigate, free
trial and money back guarantee if not satisfied.
ONLINE FAX SOFTWARE
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References
Customer Reviews: Rightfax Download speed. (2014). Retrieved from
http://www.rightfax/download speed/slower than the rest.com
Customer Reviews: Rightfax refund. (2014). Retrieved from
http://www.rightfax/refund/complaints.com
Customer Reviews: Zetafax 24 hour technical support. (2014). Retrieved from
http://www.bbb.org/business-reviews/computer-consultant/24-hour-tech-support
Customer Reviews: Zetafax Buyers Remorse. (2014). Retrieved from
http://www.buyersremorse/guide on how not to regret your purchase.com
Customer Reviews: Zetafax Demo Videos. (2014). Retrieved from
http://www.zetafax/demovideos/helpful/customerreviews.com
Gonzales, J. (2012). Stress Relievers. Hoboken, New Jersey: Ottawa Enterprise.
Lichterman, J. (2014). A money-back guarantee works. Nieman lab .
Newland, K. (2013). Zetafax vs. Rightfax. The better office solution .
Winestad, J. (2014). User Friendly Technology Captivates Team . Tech Savy .
Running Head: WORKER DISCRIMINATION
Problems at the Workplace: A Special Focus on Worker Discrimination
Student’s Name
Professor’s Name
Course Name
Submission Date
1
WORKER DISCRIMINATION
2
Table of Contents
EXECUTIVE SUMMARY .......................................................................................................................... 3
INTRODUCTION ........................................................................................................................................ 4
PROBLEM STATEMENT ........................................................................................................................... 4
TERMINOLOGY ......................................................................................................................................... 4
PRELIMINARY PARTS .............................................................................................................................. 5
Overview of Alternatives .......................................................................................................................... 5
MAIN SECTIONS OF THE REPORT ......................................................................................................... 5
Evaluation of Alternatives ........................................................................................................................ 5
Findings and Analysis ............................................................................................................................... 6
Practicality ............................................................................................................................................ 6
Time ...................................................................................................................................................... 7
Efficiency .............................................................................................................................................. 7
Durability .............................................................................................................................................. 7
Cost ....................................................................................................................................................... 8
SCOPE AND LIMITATIONS OF THE RESEARCH ................................................................................. 8
RECOMMENDATIONS .............................................................................................................................. 9
References ................................................................................................................................................... 10
WORKER DISCRIMINATION
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EXECUTIVE SUMMARY
There are many problems that ail the workplace in the modern day. Every other time
worker’s unions in various parts of the world are on the streets demonstrating against unfair
working conditions, dismissals, discrimination and utter disregard of employees as humans. It is
important that all employers understand that employees are also human beings and thus they
ought to be treated as such. However, this is not always the case. The issue of employee
discrimination is still evident in most organizations of the day.
Employee discrimination is one of the elements which serve to diminish employee
productivity in the workplace. In any case, discriminating against a person regardless of their
culture, religious beliefs, communication skills or disabilities is not welcome in any society
around the world. In that same respect, discrimination does not have any place to stay in the
workplace.
In this report, I have analyzed keenly the issue of discrimination within the workplace,
what causes it and the possible solutions that can be put in place so as to get rid of it once and for
all. I have proposed the element of continuous assessment of employee needs over time as the
most effective way to rid organizations of the illicit vice that is employee discrimination.
WORKER DISCRIMINATION
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INTRODUCTION
Everyone has the right to a healthy and safe workplace that is free from harassment,
bullying and discrimination. There are many problems that exist in the workplace setting.
However, employee discrimination seems to stand out in most cases. And thus it is my main focus
in this paper. In this paper, I will analyze the issue of employee discrimination, why it needs to be
fixed, criteria for fixing such a problem and the methods that will be implemented during the
process.
PROBLEM STATEMENT
Employee discrimination refers to a situation where you are treated unfairly because of
what you stand for or who you are. Different setups and work conditions provide different
platforms for discrimination. However, people are usually discriminated within the lines of
gender, sexual orientation, age, marital status, political beliefs, religious beliefs, race or color
and career status.
In the workplace, discrimination takes many forms and includes being sacked from job,
refusal to employment, change of job roles, and different treatment from the other employees and
even utter interference on one’s ability to execute their mandate in the workplace. (Discrimination
at work 2014)
This is an issue that needs to be addressed effectively so as to restore the dignity of the
workplace. If any workplace or industry is discriminative, many people would not want to
associate with that company because of the fear of victimization and the stigma that comes with
such. When this happens, the organization loses not only employees but also customers that could
have been interested in doing business with them. (Discrimination at work 2014)
On the part of the company, there are also major complications that might arise out of the
issue of discrimination. One aspect to note is a reduction is employee productivity in the
workplace. When you are discriminated against, you do not feel valued in the company and
therefore you are not motivated to do the jobs that are assigned to you. This also affects one’s self
esteem and quality of life both in the short term and in the long term. Therefore, there is a need to
have this problem fixed and fixed as fast as possible. (Discrimination at work 2014)
TERMINOLOGY
WORKER DISCRIMINATION
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Discrimination
Employee discrimination
Employee needs
Policy document
PRELIMINARY PARTS
Overview of Alternatives
There are two main solutions that can be adopted in the process of clearing out the issue of
discrimination in the workplace today.
These are diversification of the workplace and
continuous assessment of employee needs. (Covey 2000)
In terms of workplace and employee diversification, business or company managers are
encouraged to articulate their company goals and strategies to encompass people from different
cultural backgrounds and abilities. In doing so, the managers should also make sure that the
employees understand the risks and benefits that are associated with this element of inclusivity.
Discrimination policy training also needs to be done at all levels of the organization so that the
workings of all the employees are in tandem with the policies and the overall business strategy.
(Covey 2000)
MAIN SECTIONS OF THE REPORT
Evaluation of Alternatives
Alternative A: Diversification of the workplace
In the modern day, increasing globalization is affecting almost every facet of daily life.
In view of these developments, there has been a great deal of advocacy for more interaction
among people from diverse cultures, belief and backgrounds. Gone are the days when people
lived and worked in an insular marketplace. People are now part of a worldwide economy with
individuals and businesses both competing from different parts of the world. In this regard, all
business establishments ought to diversify so as to become more open to change and even more
creative. Today, maximizing and capitalizing on the element of workplace diversity has proved
to be pivotal in business management. (Kelli et al. 2010)
WORKER DISCRIMINATION
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So, why should any business establishment care about diversification? Organizations that
create a harmonious and inclusive environment tend to enhance their reputation with job seekers
thus allowing them to attract the most qualified workers in the market. Again, employees that
feel valued, included and rewarded tend to be more engaged and motivated in the workplace.
(Kelli et al. 2010)
This is exactly what personal computer manufacturer Hewlett Packard has done. HP
started its diversity management policies at the beginning. The policy document was titled,
“Open Corporate Policy.” The management style used at HP is called “management by walking
around” and the motive behind it is that every party in the organization yearns to do a good job.
Through this policy, the open culture at HP helped to create an atmosphere of trust and also
mutual understanding in the early days of development of the company. Even today, the top
managers at HP still believe that trust is the most important ingredient in a flourishing and
profitable enterprise. (Kamal et al. 2009)
Alternative B: Continuous assessment of employee needs
The continuous assessment of employee needs is another important aspect to consider
when seeking to get rid of the problem of discrimination in the workplace. Needs assessment is
critical to the wellness of an employee and the organization at large. Through employee needs
assessment, a business owner or manager is able to tailor the workplace to best fit the
employee’s needs and their interests. (Lowe 2010)
A good example of needs assessment case study is the training needs assessment of the
Abu Dhabi Police. Apparently, the Abu Dhabi police is notable for being one of the most
challenged organizations among the public sector of the United Arab Emirates. Therefore, the
employees in this case ought to have the ability and confidence to cope with situations that come
in the line of duty. That is why most of these police officers are trained overseas so that they can
best counter the issues that they face. (Ghufli 2012)
Findings and Analysis
Practicality
Alternative A: Diversification of the workplace
In terms of practicality, diversification of the workplace is not really workable in most
cases. In some parts of the world, only people from one race or tribe can have get jobs in the
local organizations mainly because of the one-community setup. Again, you cannot just employ
people because they are disabled or they are from another tribe for purposes of diversification. In
the organization setup, skill levels matter more than the idea of tribe, ability and suchlike issues.
Alternative B: Continuous assessment of employee needs
WORKER DISCRIMINATION
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The continuous assessment of employee needs is more practical in this case. This
argument is based on the fact that it is possible to understand the needs of employees when they
are actually working for the company than when they are out there. When they are part of the
workforce, it is possible to measure their strengths and weaknesses and be able to motivate them
in the right way.
Time
Alternative A: Diversification of the workplace
Again, in terms of the time that is needed for these alternatives to bear and fruits, the
aspect of diversification of the workplace will generally take a longer period of time before the
workers or even the managers can feel its impact. In fact, it can take forever to really understand
the basics or even the benefits of workplace diversification. As stated earlier, diversification is
not the only issue here. It is about the skills that the employees possess.
Alternative B: Continuous assessment of employee needs
The element of continuous assessment of employee needs will largely take a much
shorter period of time. In fact, it is more predictable in this regard. A company can easily come
up with a policy document and guidelines on how to assess the needs of employees and within
no time they will be part of the bigger setup.
Efficiency
Alternative A: Diversification of the workplace
The diversification of the workplace however tends to be more efficient in this regard.
Efficiency in this case means how it is easy to integrate this alternative in the organization setup
and still ensure that business operations run smoothly. It is possible to employ people from
different ethic or cultural backgrounds or even people with disabilities and assign them specific
job roles and that is done and dusted.
Alternative B: Continuous assessment of employee needs
In terms of efficiency, the assessment of employee needs is really not worthwhile in this
case. It is not possible to measure the efficiency of assessing employee requirements. Again, it
takes time and in the end, the results might not be measurable or quantitative.
Durability
Alternative A: Diversification of the workplace
Again, the aspect of diversification of the workplace fails to deliver in this regard. It is
possible to diversify a workplace setting in the short term but definitely not in the longer term.
Organization strategies change with time and thus it might be quite a challenge to truly
understand the real element of durability of diversifying the workplace.
WORKER DISCRIMINATION
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Alternative B: Continuous assessment of employee needs
The aspect of continuous assessment of employee needs is again the winner in this
regard. It is possible to harness the needs of employees, understand them clearly and abide by
them for a long period of time. As long as the same employees can operate in tandem with the
strategy document of the organization, this is a durable option to consider.
Cost
Alternative A: Diversification of the workplace
In terms of cost, diversification of the workplace would cost a lot of money to be
effective. This is because has to be undertaken and the relevant parties involved in ensuring that
the right people are employed, trained and retained. Therefore, this is not a cost-effective
measure especially for a company that is aiming to save money and make more profit.
Alternative B: Continuous assessment of employee needs
The element of continuous assessment of employee needs is more cost-effective in this
regard. It costs nothing to assess employee needs over time and it can be done without the needs
for third party resources or input.
SCOPE AND LIMITATIONS OF THE RESEARCH
My main methods of research in the process of coming up with this report were interviews
and questionnaires. Over time, these two have been found out to be the most effective in collecting
data in the workplace. Therefore, I harnessed the power of the two to get all the details that I was
looking for. Since questionnaires are rather blanket in nature, I integrated interviews with a select
number of employees and employers with an aim of getting their views, analyzing them and then
present my recommendations to the employer in question in this regard.
However, throughout this research project, I experienced a number of challenges. With the
interviews, I was not able to get all the details that I required since most of the employees were
allowed a limited amount of time to talk to me. Again, because of fear of the unknown, some
employees were rather conservative in terms of the amount of information that they were giving
me even though I made it clear to them in the first case that the information was solely for research
purposes.
Throughout the compilation of this project, I also experienced a myriad of limitations. One
limitation was the fact that most of the employers were not accessible whereas those who were
accessible were not open to divulge critical information that touches on their businesses. In that
case therefore, the views of employers were not effectively collected in the buildup to the final
documentation of this report.
WORKER DISCRIMINATION
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RECOMMENDATIONS
As per the evaluation of alternatives above, the element of continuous evaluation of
employee needs is the most effective way to deal with the problem of employee discrimination in
the workplace. Considering that this is a problem that has been in existence in organizations for
quite a long period of time, experts need to find way through which they can initiate the processes
of evaluating employee requirements so that they can serve better. Discrimination can either be
direct or indirect and therefore, it is up to employers to make sure that they are treating their
employee’s right.
It is important to understand that discrimination of a major issue that ails the modern day
workplace. It affects not only the employees but also the employers as a result of lesser
productivity by their employees. It is important to get rid of the vice so as to develop an allinclusive workplace where all employees feel cherished and appreciated. Employee morale and
self-esteem will gain a boost if they are not discriminated against in the workplace.
WORKER DISCRIMINATION
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References
Lowe, G. (2010). Creating healthy organizations: How vibrant workplaces inspire employees to
achieve sustainable success. Toronto: University of Toronto Press.
Ghufli, A. (2012). Training Needs Analysis: A case study of the Abu Dhabi Police. Brunel
University, Brunel Business School.
Kamal Y. & Ferdousi M. (2009). Managing Diversity at Workplace: A case study of HP. ASA
University Review. Vol. 3.
Kelli A, Mayra L, Allen W, and Karl K. (2010). Diversity in the Workplace: Benefits,
Challenges, and the Required Managerial Tools. IFAS Extension. University of Florida.
Discrimination at work. (2014.). Retrieved April 18, 2015, from
http://www.youthcentral.vic.gov.au/jobs-careers/problems-in-theworkplace/discrimination-at-work
Covey, A. (2000). The workplace law advisor from harassment to discrimination policies to
hiring and firing guidelines: What every manager and employee needs to know.
Cambridge, Mass.: Perseus Pub.
Fitzwater, T. (2009). The manager's pocket guide to employee relations. Amherst, Mass.: HRD
Press.
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