Imagine you live in a part of the world where you have to collect firewood before you can cook for your family. And imagine that collecting firewood means you must walk for several hours a week because the firewood sources near your village have been depleted.  Is this an environmental problem, a health issue, a development problem, or all three? These are the types of issues that we will explore in this course. Hi, my name is Dr. Jolene Timcoe and I'm a research associate in the Faculty of Forestry at the University of British Columbia. And I'm the managing director of AFRICAD, the Africa Forest Research Initiative on Conservation and Development. In this course, we'll cover a range of fascinating and current topics that are playing out right now at the Poverty Forest Interface. Because forestry is not just about forests. It's about the endless interactions that occur when people use forests in their daily lives. Did you know that two billion people, one third of the earth's population, use biomass fuels, mainly firewood, to cook and heat their homes and billions more rely on traditional medicines harvested from the forest? This is a university level course that aims to teach ordinary people about the depths to which citizens in developing countries depend on forests. We'll talk about the role of forests for medicines and wild foods, as sources of fuel wood and charcoal for energy, the interactions between forests and diseases such as HIV, AIDS and malaria, as well as community forestry and how people can be involved in managing their forest resources. We'll also look at the amazing contribution of agroforestry. This combination of trees on farms or farms in forests can improve soil fertility, increase crop yields, sequester carbon and provide food, fuel, feed and fodder. We'll also talk about the impacts that small and medium forest enterprises and innovations such as improved firewood stoves can make on people's livelihoods. I expect that you the learners will help to identify potential research gaps through your active participation in the course discussion forum. We'll also have featured guests and guest lecturers from people within UBC's Faculty of Forestry. I expect these people will also identify the key research gaps in their research domain. For those of you who are developing country nationals, you may have lived much of what we'll talk about and you may be able to offer your perspectives and experiences to deepen our understanding of the course material. If you're not from a developing country, you'll gain a much better appreciation for the multitude of ways that people in developing countries use forest resources as well as the pressing research needs in this domain.


Hello and welcome to this session. In this session first we will discuss construction of circle-circle. Before we move on to the construction, first of all let's see what the circle-circle is. The point where the perpendicular bisectors triangle. Next we have the circle passing through the vertices of the triangle, the circle-circle. At a circle-circle for a given triangle, suppose the triangle PQR with PQ equal to 5 centimeters, 5 centimeters is of measure 50 degrees. The figure of the triangle PQR, this is the figure of measure 5 centimeters, PR is of measure 4 centimeters and angle QPR is of measure 50 degrees. First of all let's consider this to draw 2 of measure 5 centimeters. 2 Px of measure 50 degrees are where PR is of measure 4 centimeters to 4 centimeters. This point of intersection of the arc with Px is point and is of measure 4 centimeters. We get the required triangle PQR of which we need to construct the circle-circle. The circle-circle is the circle that circles the vertices of the given triangle. We know that the circle-center of the triangle is the point of intersection of the perpendicular bisectors of the size of the triangle. So, for the circle-circle of the triangle, first of all we need to circle-center of the perpendicular bisectors of the size of the triangle. Next step would be draw the perpendicular bisectors respectively. In the bisectors of the size PQ, let YZ and ST the perpendicular bisectors of size PQ and PR respectively intersect at the point of the triangle PQR. Now it may be taken as OP OQ or OR that is we can take the radius of the 3 vertices of the triangle PQR. When by taking OST center and OP ST radius we draw a circle in the PQR and radius equal to OP such that the circle passes through the points PQ and R of the triangle PQR. Circle-circle of the triangle PQR with OST circle-circle. The structure of the in-circle is in-center of the bisectors of the centimeters so equal to 4 centimeters. The PQR is of measure 5 centimeters, QR is of measure 3 centimeters and PR of measure 5 centimeters. Now from the rough figure we have of measures 4 centimeters and QR is also of measure 3 centimeters. So to locate the point that would be width and Q centimeters and these two arcs intersect at the point in the PQR in which PQ is of measure 5 centimeters and QR is of measure for which we have to construct the in-circle. Now since we know that in-circle is the biggest possible circle and whose center is the in-center should not be angle bisectors of the given triangle. First of all we need to find out the in-centers for this given first angle PQR the angle bisectors angle P and QY is the angle bisector of angle Q let them get intersect at the point. So now in the next step PQ is I here perpendicular to PQ the in-circle this is the biggest possible such that it touches the PQR the distance of the three sides of the triangle of the circum-circle and in-circle of the triangle.


Namaskar. I'm Professor Devade Purkayastha from IIT Bombay. Welcome to my course, Business Fundamental for Entrepreneurs, Part 2, External Operations. Today's module is about supply chain and logistics. But before I get into the module for today, let me very quickly recap the flow of the discussions in this course. This is about external operations of a company, and therefore I started with sharing, how can you as a manager or an employee or an aspiring entrepreneur, study the market, study competitors, products, emerging trends, and technologies. Then I talked about customers and customer segments, B2B customers, B2C customers, and then I talked about how you can create and you should create a compelling value proposition for your customers. Once you have your customer proposition, then we talked about how do you have a great value-based marketing program? How do you create value, how do you deliver value, how do you communicate value, and how do you capture some value for yourself? Then we talked about advertising, branding, and positioning as part of your communication strategy. We then went into the sales part of it, starting with sales distribution, sales channel, and then B2B selling and B2C selling. Then we talked about how do you build great customer loyalty and customer advocacy, so that customers keep coming back to you over and over again, and your business grows, and your profits grow, and today we're going to talk about supply chain and logistics. How do you manage the flow of goods from raw material all the way to the finished goods reaching your customers? So we'll start with an introduction to what is supply chain, and then I'll talk to you about how do you plan your supply chain, and I'll give you a glimpses about the warehousing and transport part of supply chain, which is the operating part of supply chain. Then I'll talk to you about the skills that you need if you want to build a career in supply chain. Remember, supply chain is a huge industry by itself, because every company, every product, every business needs to manage a supply chain, and it's one of the largest employers, and it's one of the fastest growing, and you'll see later on how with digitalization and AI, and all the new technologies coming into supply chain itself is modernizing. So it can be a very rewarding career for all of you watching this video. What is supply chain? A supply chain is a network, it's a chain, it's a network or a chain of processes, and I'll show some examples, infrastructure, multimodal transport, and technology. Basically, they're involved in several flows, the flows of goods, the flow of information, and the flow of money. I'll talk about that. It starts from inbound logistics, where suppliers are supplying raw material, and packaging material, and components, and chemicals, and raw food products into a factory, and then outbound logistics, where from the factory, stage by stage, it goes ultimately to the last step, which is a consumer like you or me. And supply chain management is an effective and efficient management of the supply chain itself. It's huge a network of people, processors, technology, warehouses, transport, cash flows, goods flows, information flow that happens in any supply chain.  So what are the components of a supply chain? As I said, and if you can look at the screen, it starts with raw material supply. So if you're a soft drink manufacturer, like a cola manufacturer, the raw materials will obviously water, sugar, flavorings, some specific component that a cola company will have, some juices, but also the bottle, the cap, the labels, all of that will be raw material for cola drink or a soft drink. So it includes all of those suppliers. It includes the plants and the factories because goods are coming in and going out and the plant itself will have an implant supply chain. Other components are the warehouses and the chefs where you store the goods. And I'll show you some examples. And of course, moving the goods. And you can move the goods in trucks, ships, planes, sometimes in a cycle rickshaw, auto rickshaw, et cetera. It also includes people, people who are moving the goods, people who are working at what are called the distributors and managing the supply chain at the distribution locations. Even retail, the stores that you go to will have a small supply chain for each store. So these are all the components of a supply chain. What's very important is that supply chain ultimately is like a chain. There's a lot of flows happening in a supply chain. So what are the flows? The obvious flows are the flow of goods and material. As I said, it could be raw material, components, finished goods, and also space. Remember, if you buy a car, the car manufacturer has to give you space. So the space also moves through the supply chain. So there's a car supply chain and there are the space supply chain. If you buy a desktop or a laptop, there's a finished goods supply chain which is the desktop or the laptop, but there are also space which you may need for after sale service. So that's flow of goods. But there's also flow of money. Because the flow of goods are going like this, the money flows in the reverse direction. So the goods will come from manufacturer to customer. Money will go in the reverse direction from customer to manufacturer. Goods will come from suppliers to manufacturer. Money will go in the reverse direction from manufacturer when he pays the suppliers. And in all of these, there's flow of information, order information, invoice information, storage information, transport information, all kinds of information that's flowing continuously through the network. So there are another way of looking at the flow which is called lead times. Because it's not just flow. It's also the times for the flow. So how do you look at the times for the flow? There are two timing cycles. One is at the production stage. So when goods are coming from raw material and components into a factory where they're assembled and produced and then it goes from a factory warehouse to where it goes out, there is a production lead time. For example, if you order a laptop or a PC on a laptop or a computer manufacturer, for him to make that, there is a lead time. There's a production lead time. The laptop manufacturer may have to import the screens from Korea, the chips from Japan, the body, the sashie of the laptop, or the box in your PC. He'll probably have to bring it from a local suppliers. The power adapter, he may have to bring in from China. So think about it. It's been produced in a factory that laptop or PC, but parts are coming in from Korea or Japan, China, or local manufacturer. And that's called the production lead time. Now if all of these goods flow takes one month, then the lead time for production of your laptop is one month. That's the production lead time. There's another lead time which is called the delivery lead time. So the delivery lead time starts from the factory to the customer. And it starts with when the customer places an order, because this is flowing in reverse. So customer places an order, then the goods have to go out from the warehouse. It has to be transported to the customer location and it has to be delivered. That same PC or laptop that you have ordered, once it made that the factory, let's say the factory is somewhere in Himachal Pradesh. And let's say you are sitting as a customer in Chennai. So the laptop has to come from Himachal Pradesh into Chennai. And that becomes the delivery lead time. And you'll have many steps to it. So I talked about flows, information money, and material, and we talked about lead times. But you have to manage all of that. Let's look at now some examples of the components of a supply chain. First, the warehouse. The warehouse that you see is a traditional warehouse. You see those cartons are put on the floor. It's not racked. There are no racks. There is no material handling equipment that's probably going around in that warehouse. There's probably no robots or automation. So it's a very traditional warehouse. And most of the Indian warehouses will probably look like this, big sheds. Sometimes in the 40s, during the war actually, some countries like the US, Australia, and some other countries came up with this idea called palletization. A pallet is a piece of wood that you can see on the screen. And what it does it, it allows you to put the goods on the pallet. The pallet can be put on a rack and I'll show you pictures of that. And you don't have to move it carton by carton. You can move the entire pallet. And the pallet can store one ton of goods or maybe one and a half ton of goods. So with that development of supply chain, lot of traditional warehouses became modern warehouses. And this is what a modern warehouse will look like. You'll find that goods are not on the floor. Goods are stored on pallets and they are stored on the racks. And you'll find that slowly, material handling equipment is coming in. So that person is not carrying it on his shoulder. That person has put it on a pallet jack and a trolley and he is moving in a trolley. So that's basic racking and basic development of warehousing. Slowly over the years, lot of sophisticated equipment got introduced into warehouses. And the purpose of all of them is to speed up the flow of goods. So there are some examples here. You can look up the internet yourself and these are basically equipment which helps move the goods. And this is like an assembly line for parcels. Remember in a big hub which may be operated by a DHL or a FedEx or a UPS. At any time, there may be a million parcels flowing through that hub. And it cannot be tracked individually. You cannot track a million parcels a day flowing through the hub. Lots of aeroplanes coming in, going out. Trucks coming in, going out. And you cannot be doing it manually. So you come into what is called assembly line sorting of the goods. And this is an example of assembly line sorting again, another level of development of supply chain within the warehouse. We're still talking within the warehouse. And then slowly in the recent few years we've got smart warehouses. Now there aren't even people in the warehouse. It's all robotized. So you see a picture of a robot. And this is a DHL warehouse. It's a robot which is actually lifting the goods. It's picking up that parcel that you can see on the picture and it's moving where it needs to be moved. So I've gone from traditional warehouse to racked warehouse with a lot of equipment which makes it easier to a smart warehouse which is robotized. That's the development cycle of warehousing. This is the second version of a robotized warehouse where the final sorting can be done on robots. So those round things that you see are actually robots.  So this is the warehouse of the future. Now let's look at transport. So transportation started again traditionally by carriage of goods in carts like this. Either hand carried or in a cart pulled by a horse or a cow or a bull or an ox. That's how it started. But then slowly other modes started. So train. India operates one of the largest network of railways and one of the largest network of cargo trains. And this is probably an ore carrier which means coal, iron ore, manganese, copper, whatever commodities. But it could also be a cargo carried in containers. So cargo trains speed up the movement of goods from one part of the country to the other part of the country. So the iron ore is being produced or the coal is being produced, let's say for example in Jharkhand and it needs to come to let's say West Coast port for export, then you use trains like this. Then as motor vehicles started, goods also started moving by road and this is a cargo truck. And you get them in all sizes, all shapes and you can see them when you're going around in the road. But what happens if there's a sea or a river in between? Then you use cargo boats. So this is how coastal shipping, coastal movement happened. But this cannot go, this kind of a boat that you see on the screen will not be able to travel very far. So they'll carry small lots of material and goods. They'll probably move in a river or probably they move from around the coast. So they'll travel from the West Coast all the way to South of India and the East Coast of India. So it's coastal shipping or river shipping. But then again, earlier in the 20th century, just like pallets, another development happened which is called containerization which means a lot of goods could be put into a standard size container like this and instead of moving the individual cartons you move the entire container. So that speeds up the movement of goods. So these containers, once they are stuffed which means loaded with goods, they can move in trucks. So you can see this is a containerized truck. Sometimes you have to move goods across the ocean from China into India, from Japan into US, from Germany into Africa. And this is a container ship. So this ship, a very large ship which is carrying lots of containers is looking small in the picture, but actually they're very big. And this one ship may be carrying thousands of containers but they'll move it long distance. I showed you containers moving in trucks and ships. India now also has containerized trains. So you can see a picture of what is called a double stack container train. So if you have commodities you move in cargo trains like the ones I showed and talked to you about earlier but you've got finished goods which fits into a container. You can use a container train like this and this is a double stack container. The advantage of a standardized container is the same container can move across the ocean in a container ship. It can move across the country in a container train. It can move port to a warehouse in a container truck and the same container can then be taken back and put to some other use. So we talked about land, sea, train but for important goods, expensive goods which have to move fast, smartphones, watches, medicines like vaccines, the COVID vaccines. They have to move fast because they're expensive or they have a short shelf life. So you move it in planes and they're very large operators of aeroplanes like DHL, FedEx, UPS, or Blue Dart in India. And you see the examples of cargo planes and these planes don't carry passengers. Inside the plane, this is what it looks like. So this is sea that there is a pallet which are very specialized air cargo pallets. You put the goods and you put them into the aeroplane and they can be used for civilian or defense users where you can actually put tanks and armored vehicles, et cetera, onto a plane, on a cargo plane or military cargo plane. So far I've talked about movement of large volumes of goods, bulky items, but there's also something called the last mile, which is the delivery to your house or my house. And these are not large bulk. These are in smaller lots. So you have a picture here of a store delivery. A store will not buy a whole container or a ship load or a plane load or a truck load. Your neighborhood store will probably buy a few cases or a few bottles of Coca-Cola. And this is how the goods will get delivered to your neighborhood store. You may order a very small packet of food and this is an individual order delivery to an individual home, like your home or my home. And these are the delivery services. This could be done by Swiggy or it could be done by Zomato. It could be done by Danzo or any of the delivery services which goes right to your house. So bulk movement of goods. Then you have the store delivery and then the delivery to your own house. So with that, let's have a reflection point. Remember, right through the course, I will request you to reflect and write down in a course journal what you have learned, what you have heard from me and your thoughts on some of the questions that I'm putting on the screen. So now please reflect on a product that you use, whatever product you use. It could be a biscuit that you eat, a dress that you wear, a smartphone that you use, a pen that you write with, et cetera. Think about what raw material would have gone into it. If it's a chocolate, cocoa, sugar, the paper wrapper, et cetera, what raw material have gone into it? Try to research where the raw material was sourced from. So in the chocolate example, where did the cocoa come from? Is it from India or did it come from Ethiopia in Africa or some other part of the world? So think about where the raw material came from. Think about what would have been the supply chain flows involved, electronic or chemicals or commodities. What are the supply chain flow? Try to visualize it or research it on the internet. And think about what is the production lead time and the delivery lead time for that product, starting from the raw material all the way to your house. And as you start thinking about it or researching it on the internet, you will develop an understanding of the basics of supply chain. So please reflect for three minutes.


Welcome. Today we are going to be talking about parabolas. So recall from the previous video that the vertex form of a parabola looks like f of x or y equals a times x minus h squared plus k. Alright hopefully you had took some time to play with the website that says mathopenref.com quadvertexexplorer.html or anything else that you should have noticed on how the values of a, h, and k affect your parabola. Okay so a is going to, if it's positive, it changes how the parabola opens. So this parabola is going to open up. If a is negative then that's going to make the parabola open down. If you also do different values you know like sometimes it'll make the parabola skinnier or wider or certain things like that too but these are definitely the two most important pieces there. H, so h moves the parabola left and right. So if h is positive, now you also have to make note here there is a negative sign built into this formula. So when I say if h is positive that means you're going to have a subtraction in your formula. So if h is positive that's going to move your parabola to the right. It's also going to tell you then where the value of your vertex is. If h is negative it's going to move your parabola to the left. In h and k, so h is the x value of your vertex. Oopsie, let me erase all that stuff. I got a little crazy. H is the x value of the vertex. Vertex, x, k is the y value of your vertex. Vertex, y. Now k because it's on the outside of these parentheses here, k moves like you would think it would. So if k is positive it's going to move it up and if k is negative it's going to move it down. Okay, fantastic. So we're going to start with this next function that I made up here and I'm going to start without the calculator. If you want to go ahead and put in your calculator that's fine. I'm going to bring that up shortly. But it's good for you to build a practice with some of these. So that way if you know you want to move the parabola to the right you know your h is going to have to be positive. Or if you want to move it down you know your k is going to have to be negative. So being able to go through these different things in many different ways is a good idea. Okay, so which direction is the parabola open? Well that remember then is our a value. So looking over here our a is negative 2 because that's a negative value I know my parabola is going to open down. So let me write here a is negative. Okay, find the vertex. So for my vertex then, let me get rid of that, I need to be looking for my h and my k. So again comparing to the minus sign that was built into the formula because this is a plus sign that means my h is going to have to be negative. So my vertex is going to be negative 1 comma negative 3. Okay, so here I'll rewrite these parentheses as this is really the same as x minus a negative 1 squared. If that isn't crazy enough for you to look at. But you always want to remember then the signs get changed inside those parentheses. Outside they stay the same. So that was a minus 3. Okay, is it a min or is it a max? So thinking about this the parabola is going to open down. So that means my parabola is going to look something like that. So what does this function have? It's going to have a maximum. Okay, let me go ahead and bring the calculator up then. Let's go to the y equals. Clear out that equation from our factoring before. So I'm going to type in a negative 2 parentheses x plus 1 parentheses squared minus 3. Okay, I'm going to look at the graph of this one. So let's go ahead and graph it. And there's our beautiful parabola. It opens down as we suspected. So my max is going to be at negative 1 negative 3. Now, how would I know that by looking at this? Well, you can kind of eyeball the fact that this looks like I went left one and down three. But there is a built in feature on your calculator. So if you go to second calc right here, option number four, we would want to pick that one because we have a maximum. If our parabola opens up, we'd want to pick option number three, which is a minimum. So I'm going to pick option four. Now it asked me for a couple of things. It wants the left bound. So that means I need to get on the left side of that vertex. So I'm going to need to toggle to the right until my cursor gets over on the left side. Okay, that looks pretty good. Hit enter. Now it wants the right bound. So I'm going to toggle over on the right side. That looks pretty good. Hit enter. Now it wants a guess. So we can kind of get pretty close. That's good enough. Hit enter. And sure enough, it gives me exactly negative one, negative three. Now, if your calculator gave you like negative one point zero, zero, zero, zero, zero, one, know that that's negative one. Remember, this is just estimating things. Okay. All right. Next question says find the x intercepts. So where does this graph cross my x axis at? Looking at the graph, it doesn't. So there are none. So none. Where is my y intercept at? Let's bring that graph back up. If I look at that, it's kind of hard to tell here. So I'm going to take a look at my table. So second table, my x intercept or my y intercept remember means I want my x to be zero. So let me go ahead and toggle up here. My x is zero at negative five. So that's going to be the point zero comma negative five. Okay. And again, you know, if you want to go ahead and just plug in x equals zero, you can do that and then solve. So that would work out to or simplify it. All right. Find the axis of symmetry.  When you look at the graph then, you know that the axis of symmetry is going to cut this parabola right here in half. So that's got to go through my vertex and it's got to be an x value. So it's just going to be x equals, because it's a vertical line, the x value of my vertex, which is negative one. So again, this value here and this value here, those should always match up. All right. Fantastic. Now this one gives me the vertex. It wants me to find the vertex, but it gives it to me in standard form. You notice this says ax squared plus bx plus c. That one's a little bit harder. So let's go ahead and graph that on the calculator since I can't just look at it and pick it off. So I'm going to go to my y equals, clear out this parabola, type in x squared minus 8x plus 5. Okay. Go ahead and hit graph. This one has a minimum, which we can just barely miss here. So I'm going to go ahead and change my window. I'm going to go to my y min since I'm missing the bottom part of that graph. And I'm going to try negative 15. Let's see if that helps us see it any better. Sure enough, that looks pretty good. So I would eyeball this to be, let's see, one, two, three, four on the ax and maybe negative 11, negative 12, somewhere like that on the y. But I don't like to guess. So I'm going to have the calculator do it for me. But this is a minimum this time. So I'm going to go to second calc. We're going to pick option number three since we have a minimum with this graph. Again, it wants the left bound. I tend to get a little bit closer though. So I'm going to toggle a little bit closer to that minimum. That's pretty good. All right, hit enter. Now it wants the right bound. So I'm going to toggle over a little bit more. Keep going, keep going. All right, that's pretty good. I'm going to go ahead and hit enter. And then my guess, well, it looks like my y might have been a little bit, my mind, I'm pretty darn close. Okay, hit enter. Now it should pop up an answer. Okay, this is what I was talking about earlier. You notice it said 4.00000021. We're going to call that four. Okay, so my minimum's at four negative 11. Okay, and I'm going to go ahead and write the word min here just so we can get practice with that. And we said that was at four negative 11. So if you were doing this for me on the test, I would want you to kind of draw out this and put a minimum here so that way I know how you found it. So that way you can tell me you did it on your calculator. Okay, fabulous. Symmetry. So we've been talking a little bit about that, but I want to go into a little bit more detail here. It says all parabolas are symmetric around their axis of symmetry. So remember again, that's the x value of your vertex. You can use the symmetry to find many pairs of points on the graph. So I took a picture out of the book looking at this. So this said, what do you notice about where the axis of symmetry lies with respect to the points 012 or 011? So that's the point right here in 811. Okay, you can't really read what's in here, which I did that purposely. So if you were to count these spaces, this is 1, 2, 3, 4 to get to my axis of symmetry. And then if I go in the other direction, it's going to count 1, 2, 3, 4. So what do you notice that axis of symmetry is right in the middle? So it's in the middle, so to speak. It's right in half. It cuts the parabola in half. What do you notice about where the axis of symmetry lies with respect to the points? Okay, so let me clear these points out of here. If we do 3 negative 4 and 5 negative 4, so we have 3 negative 4s down here, 5 negative 4s down here. Again, how many spaces is it to go between my point and my axis of symmetry there? 1. My point axis of symmetry, 1. So again, the axis of symmetry is right in the middle. This time, let's say in the center. Center doesn't really work. I like middle better. It cuts it in half. What do you notice about the y values of these symmetrical points? Well, let's take a look at them. This one is 11. This one is 11. Those are symmetric. Let's look at the next set of points. This one's negative 4. This one's negative 4. Those are symmetrical points. So what do you notice? The y values are the same. That's how they are symmetric. Fantastic. Okay, find f of 1. We're just going to have to eyeball. So f of 1, remember the inside of the parentheses at your input, so that's my x value. If I go up here on my graph, I think I would say that my y value is 4. So f of 1 equals 4. Now, what is a symmetrical point to 1, you notice I left that one blank? 4. Because remember, we said that was our y value. So we got to go directly across this parabola. So if I go 1, 2, 3, we'll hit my axis of symmetry. So that means I need to go 3 in the other direction. 1, 2, 3. So that's going to give me an x value of 7. And a y value of, well, it's got to be 4. It's got to have the same y value. Okay? Now, if you're more visual, you can also think about this on the number line. So stick 4 in the middle. So I had to go 3 this direction, and that will take me to 1. Then I'd have to also go 3 in that direction, and that would take me to 7. So that's how I know then what my x values are. So remember, this one here is my axis of symmetry. So that's x equals 4. Okay. Well, that does it for parabolas today. Thank you very much, and good luck practicing.


angel on censored to any advice on how to sleep just how to sleep that's interesting is like little loves coming on censored to how does sleep how does sleep just was given cloned I don't know that thing I'm assuming it's a farm school after being diagnosed with teneidus and not being able to sleep for more than three hours for a month three hours for a month or three hours per day for a month three hours per day for a month if you didn't sleep for three hours you only slept for three hours in a month I think you probably go absolutely insane any advice on meditation is good I know a lot of people use cannabis for three hours per day angel thank you for three hours wow I get a lot of stuff done if I only stop three hours in a month it'd be insane but hey meditation for sure meditation for sure don't look at a screen a technology don't use technology minimum an hour before you go to bed preferably in two three hours before you go to bed don't eat heavy late at night don't eat really late at night or later in the evening okay those are some of the things that I do right God says sort of fight club and I know some people use cannabis go for long walks and one of the things I've done as well if I can't sleep at night and I keep on waking up if I've gone through periods or have insomnia I don't I try not to lay around in bed roll around I just get up and do something and then when I feel a little sleepy I don't try to stay awake I go to sleep right so see how your rhythm works


An important idea in elementary mathematics is the idea of a unit. A unit is a single object or a set of objects we treat as a single object. For example, an egg is a unit, but twelve eggs is also a unit which we happen to call a dozen. Similarly, a year is a unit of time, but one hundred years is also a unit of time which we call a century. A cent is a unit of money, and twenty-five cents is another unit of money which we call a quarter. So it's helpful to remember that arithmetic is bookkeeping. We're trying to keep track of how many of which units. Now in our system of writing numbers, our units are ones. A unit consisting of ten ones, which we call a ten. A unit consisting of ten tens, which we call a hundred. A unit consisting of ten hundreds, a thousand, and so on, even though we might not have names for the higher units. Since each unit is ten times the size of the previous unit, we say that our system is base ten. So when we write a number, we record how many of which units, with the smallest units corresponding to the right most place. So we should record the units. So maybe we have one hundred, two tens, and three ones. But as long as we're agreed on what the base is, we can omit the units, and write this as one, two, three. Numbering in a different base might seem exotic, but there are bases we commonly use in specific situations. So for example, consider the coins penny, nickel, quarter. Each of these is five of the smaller. So five pennies are equivalent to one nickel. Five nickels are equivalent to one quarter. Since each is five of the smaller, this is base five. Another common situation we encounter is when we are dealing with things like eggs. We have a single unit, a dozen, and a gross. Each of these is twelve of the smaller, and so this is an example of base twelve. As one of the more important bases, consider the time units, second, minute, hour. Each is sixty of the smaller, and so this is base sixty. An important idea to keep in mind is that the base is independent of the item counted. We see base five in currency, but we can use base five to count the days of the week. And while we ordinarily see base twelve when counting eggs, we can use base twelve to count money. And even though base sixty is most familiar when we talk about time, we can use base sixty to count people. So what if we're using a different base? As long as we write the units, it doesn't matter. So for example, if I write down one quarter, two nickels, three pennies, this amount is obviously different from one hundred to tens, three ones. And if we drop the units, how can we distinguish between them? And so to avoid confusion, we usually spell the base out. So one quarter, two nickels, three pennies, well that's really one, two, three, base five. Meanwhile one hundred, two tens, three ones, well that's one, two, three, base ten. Now since base ten is our usual number system, we might omit the ten. So we would write one, two, three, base ten, just as one, two, three. Because base sixty shows up often enough, there are three common ways to write a number in base sixty, and it's useful to remember numbers in base sixty are like recording time in seconds, minutes, and hours. So suppose we have five hours, ten minutes, thirty seconds. We could write this in a number of different ways. We could separate the places with commas and write five, comma, ten, comma, thirty. The comma separator is the most common in mathematics, but in everyday life we often see slightly different forms. So another common way of representing numbers in base sixty is to separate the places with colons, five, colon, ten, colon, thirty. And this is what you see on a digital clock. And on train and airport schedules you might also see all of the numbers run together using two digits for any single digit amount, so o five, one zero, three zero, with nothing separating the places. And again remember the base is independent of the item counted. A number in base sixty could be a length, an area, a number of people, or an amount of money. Now it's sometimes helpful to get an idea of what these numbers are, so let's interpret four, comma, thirty. Because of the way it's written we should assume this is base sixty, and so four, comma, thirty. Well the right most place corresponds to the ones, so that's thirty ones. The next place over is a sixty, so that's four sixties. So four, comma, thirty would be four sixties, thirty ones. And what's important here is this is how you really should read it. This is four sixties, thirty ones, and that's all there is to the interpretation. But you might want to know what that is in a more familiar form, so let's take a look at that. Four sixties is what we ordinarily think about as two hundred forty. And thirty ones is what we ordinarily think about as, well, thirty. Arithmetic is bookkeeping. So when we've recorded that we have four sixties and thirty ones, that's another way of saying that we have two forty plus thirty, two hundred seventy. We can also go the other way and express a number in base sixty, like one hundred and fifty. So remember arithmetic is bookkeeping how many of which units? In base sixty our units are going to be ones and sixties. So let's take a look at that one hundred and fifty. Since one hundred and fifty is more than sixty, we know there's going to be a couple of sixties, and in fact if I take two sixties, that's one hundred and twenty, and that means I have thirty ones left over. So that says two sixties and thirty ones is the same as one hundred and fifty. And again arithmetic is bookkeeping. We want to record how many of which units? So in base sixty, one hundred and fifty would be two sixties and thirty ones, which we write as two comma thirty. Now all of the preceding is useful to convert back and forth between base ten and base sixty, but actually there's no good reason to switch between bases. And a useful idea to remember is that if you're given numbers in base sixty, you should compute with numbers in base sixty.


Hello and welcome to Getting Clean on the Prairies. We're out here in my garden. I've just put together some more winter sowing jugs and just adding him them to the snow bank here out in my garden. It is a freaking cold day today. It's minus 23 degrees Celsius, which I believe is about minus 9 Fahrenheit. The temperature is going to drop to about minus 30 degrees Celsius overnight, so these things are definitely going to be frozen solid and it looks like we're in for a cold spell for quite a while. It's the end of January, so we still have a ways to go. So I'm going to put these in the snow here and I'll take you into the garage where it's a lot warmer and we'll show you how we've got these planted up today. So as you've seen maybe in my other winter sowing videos, if you watch them, I always say that you put a marker inside the jug and write what's planted in there in case you're writing on the exterior of the container wears off during the winter season.  So I just want to show you something else that I use as well and that is cutting up these plastic containers, whether it's a sour cream or a margin container, yogurt container. It's kind of a nice way to use them up if you don't want to purchase a plastic marker or markers if you're just kind of a cheapy like me, so I can just make a whole bunch out of one container here. I'm just going to cut them off and show you how they work. So they're just from the, then I just take the end and make a B cut like that so that you can stick it in the dirt. So that's what we'll be using today to mark what we're planting in our winter sowing. We're going to start off by moisting up our potting soil here. I have 50-50 mechs of potting soil and some peat moss. So today we are going to plant up some perennial flowers and some strawberries from what I've read about winter sowing and from my past experience. These are, work well using the winter sowing method because these kind of seeds need to go through the stratification process where they need to be frozen for a period of time or very cold for a period of time and then the seeds will naturally break down and sprout in the spring when the time is right. So we're going to do some chamomile. I did some last year using winter sowing and had some success with those. I bought some purple cornflower, echinacea perporea. That is also a recommended seed to try using the winter sowing method so we're going to give that a try. And I also want to try strawberries because I've read that the seeds, strawberry seeds are perennials or strawberry plants are perennials and the cold stratification process is something that they would go through naturally if they were growing outdoors. So I'm going to try starting them this way and see how it goes. Reading the back of this one seed here, this is an alpine strawberry. It says here that it is for the more experienced gardener. I don't know what that means, it kind of scares me but we're going to give it a try. And this one here is the fresca strawberry. I've also started some of these using my indoor hydroponic method so keep watch for those video updates as well because I have some sprouting now indoors. So let's plant these up. So also in today's video we are going to test out some different types of containers rather than using the traditional milk jugs that you normally see people using for winter sowing. I've read a lot on Facebook groups and different winter sowing videos that sometimes people say they don't have these, they don't use these kind of jugs in their home so what else can I use? So I think it's just a matter of looking around your house and checking out different sizes of containers and you know there's a lot of different ones that will work out there. This is a, I think it was just cranberry juice, it was a epsom salts. So I'm going to try that out.  This is an ice cream container. It's got kind of the same opaque type as the milk jugs I think so it should let in light and also the lid I just drilled a whole bunch of extra holes in it as well as holes at the bottom. So we're going to give that a try. Here we have quite a few of those containers, sadly we really like ice cream here and go through a lot and Chapman's is the best. Also I have a takeout dish from Boston Pizza, it's, I got about two inches of dirt in there and I'm going to try it and see. These are great for indoor growing starts as well but I thought we might as well see how it works in the winter sowing method. So again holes in the top, holes in the bottom. So we're going to start with planting the chamomile here and I'm going to use this container. Chamomile seeds are very tiny, you can see there. So I'm just going to sprinkle a light layer all over the top here, probably a little more generous than you would do normally I guess but when they're this fine I just find this the easiest way to do it. And I'm just going to put a light layer of dirt over the top and I got my little homemade label already written up here with chamomile, today's date January 23rd. Now this has to be stuck in there kind of low because of the lid, we'll see how that fits. I'm going to just give a little turn to the side so it fits in here and the lid seems to snap on fairly tight so I'm not going to worry about putting any duct tape on there and I'm going to write on the outside as well. So the strawberry fresca package I had only had about maybe eight seeds left in it, very very tiny so I spread them out very carefully, we'll see how that goes. So we're going to use the ice cream container to plant up the alpine strawberries here and these are pelleted seeds so they have a coating on them so they're a little easier to to see and work with. So we're going to just spread out a more generous amount of these because I have, it's apparently I have 125 seeds in here and these normally would you would start indoors 10 to 14 weeks before the last frost which would be probably for us here in zone three would be you know close to the end of February. So we'll see how these work so as you can see here point a few of them in there so another light layer make sure they're got a bit of coverage on them again this has a good snap tight lid here so no duct tape required I forgot to put my marker inside okay so I have a marker with the date and the kind of strawberry these are okay so the last thing we're going to plant up here is the cone flower I'll just show you what these seeds look like they're quite a bit bigger quite a bit easier to work with so these are a hardy perennial for my zone here in zone three Saskatchewan and a lot of people grow them so I'm hoping to get these going in my perennial garden so that they'll come back every year. So we're going to use this container plant these up try to spread them out I'll just add a few more in here just to be sure so there's probably over 20 seeds in there so I have my little marker made here I need to buy a fine tip marker I only have a thick black marker here so it's a little harder to write the small print on here but I should be able to figure out that this is a cone flower stick it in here now we just need to duct tape these containers shut so I'm using my funky colored duct tape that I bought I could also use clear packing tape I've always used duct tape it's worked okay for me make sure you stretch out a big enough piece to get all the way around just kind of hold the lid in place don't worry about it's sticking yet till you get all the way around a nice overlap and then just go around and seal it all up really good this one's ready to go so before I take them outside and stick them in the snowbank I always like to give them a little extra bit of moisture to wake up so I put them in a tray like this this is just an aluminum turkey roaster type thing from the dollar store so I'll just put a few inches of water in here and let them sit and wick it up as much as they need just to make sure the the soil is really well moist saturated with moisture and it will freeze probably pretty quick out there today because it is pretty cold here and yeah we will just send these guys out to the snowbank with the other ones that are already out there and I will be planting up some herbs and some other cool crop lettuces here shortly so stay tuned for the next video


Item number, SCP-154. Object Class, Euclid. Special Containment Procedures. SCP-154 is to be kept within Weapon Locker 8, an armed research Site 47. Personnel wishing to research or use item must submit the required request forms. Anyone attempting to remove the item without clearance, or from outside the facility, is to be terminated on site. Description. SCP-154 is a pair of simple bronze bracelets, completely circular and large enough to comfortably hang off the arm of most people. Spectrograph analysis has proven that the item is composed entirely of copper, 85%, tin, 11%, arsenic, 3%, and traces of other slight impurities, less than 1%. When both bracelets are worn on the same arm, and the wearer concentrates on them with arms extended in a depiction of a traditional, knocked bowstring pose, achieved by having the arm with the bracelets completely extended in front of one's self, with the opposing arm extended up to the elbow of the fully extended arm. A large, indistinct incorporeal bow will form in the extended hand, and both bracelets will glow slightly. From that point onwards, SCP-154 can be treated as a bow, until the pose or concentration is broken, which results in the bracelets reverting to normal. There is no actual bowstring, but completing the motion of pulling it achieves the same effect. When the bowstring is pulled and released, the bones of the arm will be forcibly ejected from the extended limb, traveling in a straight path at speeds recorded over 300 meters per second. The missing bones and resulting damage to the arm are quickly regenerated, and the weapon is capable of being fired again within minutes. Tests using subjects possessing multiple arms and hands, such as SCP-1884-B, have demonstrated the ability to fire SCP-154 several times, with the bones of different arms being used with each successive firing. The regeneration implemented by the item is limited, only affecting the damage inflicted by the weapon itself. This regeneration seems to be in automatic action, and will continue in almost all situations. Both firing the weapon and the resulting regeneration are understandably painful, and participants which have used the item once are generally disinclined to repeat usage. However, there have been found to be some occasional abnormalities regarding the regeneration. Most often this manifests simply as minor mutations of the original subject, such as changes in size, pigmentation, and structure of the original organelles. These are an uncommon occurrence, capable of happening during any use of the weapon, though generally tend to occur during repeat usage. There are more drastic abnormalities, though these are much rarer, and coincide with highly frequent use. These mutations can range from anything such as the growth of extra joints and digits in the affected arm, to a complete change of the chemical or physical structure of the limb. One test subject unknowingly had the bone matter within his arm converted into an unstable explosive compound, only discovering the fact when it detonated, causing two fatalities and three casualties. Another had the entire bone and musculature structure morphed into fully functional serpentine physiology. Lesson complete. If you missed the previous orientation, go watch SCP-153, Drain Worms, right now. Or for the complete course, watch this playlist.


Hello people! I'm Ginny Metherall and I am a fourth-generation witch! It's January, hands up, who's feeling quite poor at the moment? That'll be me! It's me! I'm feeling poor! And so today's video I thought we'd look in detail at some coin magic because coins tap into so many different energies and so therefore you can take control of your financial situation in the coming year. So this is my coin magic. Today's video is sponsored by Keen. Keen is a website that connects you with many hundreds of different clairvoyance, psychics, astrologers and more on that later. Many money spells that I have seen on the internet always say get the largest denomination notes and coins that you possibly can and I was thinking about that you know a 50 pound note for example will encourage you to bring a 50 pound note to your life. However I don't necessarily have a 50 pound note at the moment. I mean who does? They don't even sell them in the bank in my local town. I went there to ask for one because I can't let those big pink things and they said no I can't have one because they don't supply them. I was a bit disappointed. So it got me to thinking why don't we look at coins instead and look at the smallest denomination coins. In most currencies throughout the world the smallest domination coins are made well used to be made certainly of copper and so I wanted to produce a really effective wealth spell using just some copper coins. So first of all we need to look at copper and its actual qualities. Copper was one of the first ever mined metals of our ancestors. We've smelted copper before we smelted iron. We have been digging it up and using it in our daily lives since our early ancestors. Copper comes from the Greek. It was called cuprum from Cyprus which is where the elemental symbols see you for all those who are chemists amongst us will know. It comes from this cuprum which is named after Cyprus. The island of Cyprus which is in the Mediterranean is the home of Aphrodite and so copper was immensely associated by the ancient Greeks with this goddess of love and this is also part of copper's correspondences and it does make a really useful medium for a love spell. However we are on financial situations because it's January and everyone's skinned. Copper is well used throughout the medical industry because it's completely antibacterial and antimicrobial so hospitals use it for door knobs and faucet taps and high traffic things that you would touch in a hospital and it's brilliant to keep your bugs down. Likewise the healing properties of copper are completely well known. My mother, grandmother, great-grandmother and probably generations of the witches in my family before me all had copper bracelets you know the ones like this one which I've got a silver one with the gap between the two of them mine actually has copper inside this silver but I like the silver color and this is a major healing source for rheumatism and other forms of arthritis it is well known that copper bracelets will help because the energy that it conducts around your body heals you. Copper has superb conductivity of energy and so that's why all our cable wires have copper inside them and in fact as a witch if you have any dud you know charges for phones that don't work anymore strip out the copper from them and you can use that copper in your craft for example those thin copper wires in those cables can be wound around the base of your wand in order to help it conduct energy better because copper conducts its energy so well any crystals set inside copper will be super conductive and amplify the power of that crystal much more so than say silver or gold although that does look better on me I think I think it does look better on me because copper tends to go a bit green doesn't it but I like that as well I think it's pretty. Specifically if you pair copper with amethyst this is a true healing talisman and wearing an amethyst set in copper will really help with any of your issues that you might have have a go and try you can test and trial this by wearing it for a couple of weeks seeing how you feel and then what taking it off for a couple of weeks and seeing how you feel I'm always one for testing these because there's no point wearing it if it doesn't work but I'm pretty sure it's going to. So do you need to know what financial situation is going to come up this year well why not try my sponsor today Keen. Keen connects you with talented astrologers and tarot readers and it's super easy to start all you have to do is create an account and then you can choose from hundreds of readers and astrologers who are online right now doesn't matter where in the world you are you can choose which reader you want depending on their specialty and your requirements so each reader has their own unique talents and you can connect with them either by a text or a phone call and as a new subscriber to Keen you can try out their psychic readings for just $1.99 for the first 10 minutes which is a saving massive saving of $99 all you have to do is click on the link which is on screen now and I'll put it down below in my description to get this amazing offer and huge saving I tried reading recently with one of the Keen clairvoyants asking specifically about my financial situation I've got some big expenditure coming up in the near for the children and so I really need to know whether I could actually manage to get all this money together because it's lots anyway apparently I can so on to our spell and for this you're going to be using some copper pennies depending on what you have in your currency in the country that you live in and most currencies nowadays that are copper coloured only have about 2% worth of copper in them I think the Indian penny in America still has a large amount of copper in it so if you've got one of those do use that however 2% of copper in a penny is all that we need so the best time to cast this spell is the new moon this month's new moon in January falls upon the 21st which is a Saturday however if you can't do the spell on the 21st anywhere between the 21st of January and the 5th of February is great for this month so between the new moon and the full moon you want a moon that's expanding in power to help you expand in your wealth the colour of the candles that we are going to use depends on what day of the week it is now I like to use the corresponding colour for whatever day of the week I'm casting the spell on and Saturday's colour happens to be black however if you're not doing this on Saturday I'm going to put the colour correspondences here for you and you can choose whichever day and colour you need if you don't know which day you're going to do it on and you've only got say a red candle why not just do it on the day that corresponds with red this will help amplify your spell and bring it about to fruition quicker once I've lit my candles I like to cleanse my working area I'm going to use a jostic today just use whatever you have available it doesn't matter what we need to do is cleanse the working area of any negativity that could have a bearing on the outcome of the spell which is why you always cleanse and purify your working area before you start to make this even more effective I'm going to use the ancient symbol for copper you need to draw this on a piece of paper what we're doing with the spell is layering it so we're adding in elements that will bring even more amplification to it and what we're trying to do is attract copper to us if we get 10,000 coppers at our door that's a thousand pounds for example so this is the sigil that we're going to use in a piece of paper which we're going to place our copper coins upon next up we're going to cast a circle and for this I want you to use your wand wands have particular energy so I suggest that you use a wand that is all about abundance amethyst is particularly good or dalmatian stones or any green stone like a venturi would be great however if you don't have a crystal wand you can use a wooden wand wooden wands have special energies associated with them and for this spell I would recommend that you use an ash wand or a willow wand both of which are incredibly fast growing and very abundant helping with the prosperity and abundance in this spell I like to use old copper wire from those cables that are no longer useful to me and have broken of which I have thousands my children seem to get through your phone charging cables at about one a week and so we have millions of them hanging around take the copper out and wrap it around the base of your wand as this will help conduct the energy for it next we want to cast the circle I'm going to cast this spell for Clarissa Blount who told me other day that she needs some cash so I'm going to cast it for her so using your wand take it and point it gathering the energy of the copper and say this spell by the power of three times three let all needed coppers come to me abundance of wealth for four times four will be heaped at my door however I'm going to do this spell for a friend of mine called Clarissa so I'm going to change it slightly I'm going to say by the power of four times four let Clarissa's coppers fall at her door by the powers of three times three may she never need for me it's my spell isn't it that one let me know what you think in the comments below and whether you have any other thoughts or comments upon this spell I'd also love to know if you're going to do it and whether it works otherwise don't forget there's still time to join the coven it's coming up in a week just go to patreon.com forward slash jenny meatherall for all the details please like and subscribe because it really helps me and I love a like and a subscribe I will see you in a few days


Welcome back everybody! Rod here to give you part 2 of our tremendous tips to save you time on XL 2016. If you missed part 1, we suggest you watch it right after this video, and do subscribe to our channel so you will receive part 3 automatically. Remember when you had several worksheets in your workbook? I recall once having 15 worksheets going at the same time, if you ever did this, you remember having to click on the worksheet tab in order to work on it or to check something. But awesome tip number 6 gives you a faster way to easily move through different worksheets in your workbook. Just press control plus page up or control plus page down and move through your worksheets effortlessly. When writing a long sentence in Excel, the sentence will run over into as many cells as needed for the length of the sentence. When writing a long sentence in a Word document, all you have to do is press enter and the cursor starts another line. But when you press enter in Excel, it takes you to another cell. So what do you do if you want a long sentence to fit into just one cell in Excel? Fantastic tip number 7 is the answer and here's how. Start writing your sentence and press alt plus enter each time you want to start a new line. And there you have it. Your long sentence is presented in many lines, but in one cell. Keep watching because we're just getting warmed up. Also remember to subscribe to our channel and receive our videos automatically. Sometimes it's necessary to hide confidential information in a document. To do this, you select the information you want to hide and this can be at the complete column or row or just the particular cells you want to hide. Then right click on your mouse, click format cells, then click custom and write three semicolons inside the type box and press ok. Or you can save time by using tip number 8. To do this, simply select the cells being hidden, then press control plus 1. Then click custom and write three semicolons inside the type box and press ok. Now does that save time or what? When you want to write a series of consecutive numbers in a column in Excel, you can write each number in each cell one by one or you can write two consecutive numbers and then right click your mouse in the bottom right of the cell containing the second number. Hold and drag the cell down and then click fill series and you're done. Or you can make this a much simpler process by using tip number 9. Just write a number in the first cell, for example, the number 1. Then press control while dragging down the cell by the bottom right corner. A plus sign appears while you're dragging the cell and boom, you're done. You get the list of consecutive numbers just like that. To sum a range, you usually select the cells to be summed and then go to the home tab and select auto sum. Or you can follow our tip number 10. By placing your cursor at the end of the numbers you want to sum, simply press alt plus shift plus equal sign and select the cells. Now press enter and you get the sum. You're done. Now you have 10 cool time saving tips using Excel 2016. And to practice, just hit the download button below. If you liked this video, please remember to comment, share it and hit the like button. And be sure to look for part 3 of our tips which will be coming shortly. And check out part 1 if you missed it. Please remember to subscribe so you can keep up with our videos. And remind your friends that if they have an electronic device, they can burn to learn. Thanks for watching.


Hello. I'm Anastasia, and customer experience for me is more than just a topic. It's passion. In Mexico City, where I live now, I have this favorite pizza restaurant. And pizza is, of course, great there. They also have this amazing dessert, which has soft ice cream, pistachio flavor. Well, real gelato, if you will, and they serve it with a little bit of salt and a splash of olive oil, and it's delicious. But what is more important is how they treat me as a customer, as a user. They know my name, they know the name of my daughter, they even know the name of my dog. And when I walk by that place, because it's one quarter away from my home, and I am walking my dog, they say hi to both of us. And as funny as it sounds, it feels very nice.  Maybe it is a coffee shop, maybe it's a restaurant, maybe it's a bar. It doesn't matter. It's a place where you feel welcomed, where you feel known. And it is so much more than just a product. It is something very special. It's something human, there is something personal about it. And it is experience. And these experiences, they create and drive loyalty. So this is what I want to talk to you about. And when I started my career, customer experience wasn't really a defined discipline. You wouldn't see a customer experience team, you wouldn't see this title. It was kind of unknown. And so I started my career in consulting. I learned how to build growth strategies. Then I moved to marketing because I was very curious about loyalty specifically and how to build it because all the growth strategy, eventually they need customers to adapt the strategy to become loyal in order for this growth to happen. And so what I learned is that customer loyalty is so much more than marketing. So that was the moment when I found my professional purpose and that was the moment when DoorDash in pre-IPO stage was trying to build a team, was looking to build a team and customer experience and to build that experience as a differentiator to drive growth. So I joined and it has been my passion ever since. It's been an incredible journey of scaling, of building this loyalty and building the right experience for millions of customers and not just customers, also all the users of the platform because you know it's a marketplace. So here I am to talk to you about that, about scaling and about customer experience as a lever to scale. I also want to say thank you to all of you and to Slush because for me it's very personal. Ten years ago this topic wasn't really a thing. It wasn't clear what customer experience means and today we are in this incredible event for so many startups and we have this topic on the agenda and you're here and that means that we all understand the importance of the topic. So it's really amazing progress and I'm very grateful for it. So talking about customer experience, usually presentations start with the definition of a term but here it is very much about how users perceive it. It's actually a feeling so instead of giving a definition I asked my 10,000 people network what are the brands, the well-known ones, the ones that scale successfully that they associate with great customer experience. And it was very interesting because there were three companies that stood out, these are all well-known names and I want to talk to you about them and to discuss what we can learn from those. So out of three do you want to guess the first one? This is Apple and I'm sure that even if you haven't thought about this brand you're not surprised to see the logo in this conversation and it says a lot and let's talk a little bit more about why Apple and what it means. So what I did, I followed up with a question and I asked the users, people who mentioned Apple what is it that is so special about Apple customer support that makes the experience great, that makes it stand out? And there was something that all those people who mentioned Apple they had in common. In fact 90% of them said that they never contacted customer support at Apple because they never had to. So the interesting part here is if you think about it it's obvious because we all use this brand, we all use multiple products produced by this brand for many years yet many many customers of Apple never contacted their customer support and it's on purpose. Why is that? Because the product is flawless, it's designed well, it's very reliable, it's intuitive, it's easy to use. So there is simply no need to contact customer support and that is how users perceive the experience. So if there is one thing that I want you to take away from this presentation today is that customer experience does not equal customer support or call center. And then what is it? Customer experience is the whole user journey and every single touch point that you have with a customer or with a user and the perception that they're left with after they interact with your brand and your products. Great, Apple has amazing products, we all know that. How do we repeat? How do we build a company with products that are so perfect and that there is no need to use customer support? Have you ever heard of Voice of the Customer? It's a term that is getting really popular recently. I see it mentioned a lot in articles and pretty much everywhere. And so oftentimes it is used to refer to collecting feedback from the users. And in fact, very specifically oftentimes I see this term when experts or companies talk about surveying users and asking them to rate them or give them some sort of feedback. And don't get me wrong, surveys are great because you can learn a lot. But then the question is how do you make these insights actionable? How do you get the feedback that actually matters and how do you return it back to the business to then act on that feedback? And I want to share one small example. When my team looked into the support contacts that were happening and they saw that there is a small portion of contacts where users are asking how to be eligible for a specific promotion. And so the classic customer support approach would be to go and train support agents to give amazing answer to that question so that when you then ask how satisfied the users were when they were attended they would give you a five-star review. And we did a different thing. We went and we worked back with marketing with product team to understand what was the root cause of this question because when users ask you something like that that simply means that the design of communication the experience they get in the app is not flawless. If they're asking you a question, how to be eligible for a promotion or how does it work or anything like that that means you did not communicate well. So we went back and we reworked the communication and we made the app guide the user so that every single user ends up being eligible for a promotion if we want them to. And so that this contact never happens. So while surveys are very helpful don't forget that you have customer support as an incredible channel of feedback where not only you hear what didn't work for the user you can also always tie it to a specific transaction to a specific order, to a specific interaction and you can make that feedback actionable and if you can take it from support and then bring it back to the business. And in fact Apple that we mentioned here did exactly that. When they launched their first iPhone Steve Jobs insisted that they build a support center call center that will be available 24-7 and it's very easy to contact that would collect all the questions that users would ask about the product and then take it directly back to the product team so that product team can iterate and come up with a second version of the product which would be so great that users will not contact support even if they have access 24-7 and it's very easy to find that contact. So voice of the customer to me is exactly that. It's making feedback actionable and it's making sure that your whole business is connected with the source of that feedback that you make it easy for users to communicate and then you immediately act on it. Now you might say okay Apple is great yes but not all the companies are like that and can be like that because there are other industries there are other types of businesses and not always we have the luxury of producing a small range of products or like a relatively small range of products and polishing them to perfection and so what about other types of companies? So let's talk about a completely different company that actually does not own most of the products that it offers to its users and has completely different challenges yet it was another brand that was brought up by many many people who answered my question from different countries as an example of a company that offers exceptional customer experience. So this company is very well known and it is Amazon. Amazon that has more than 300 million users that ships 1.5 million orders daily so that's 18 per second and operates in more than 100 countries so how did they nail it? And we're all users of Amazon so we know especially if we place many orders that there are moments when you want to contact their support because we need to make some changes or something like that. So I followed the same logic as in the first brand as with Apple and I asked what is it about Amazon that makes their customer support and customer experience so good and here's the answer that I got. Speed and accessibility. Now this might sound very simple but let's think a little bit about what it means. Speed and accessibility is in fact how respected your customer feels. We've all been there when we cannot contact support for something really important for us and we're told to call back next day or to wait, we feel disrespected. We don't feel valued, we don't feel known and that every minute, every hour of waiting for a certain resolution that we need creates anxiety and even after it's resolved you remember that anxiety so this is something you don't want your users to experience. Now, okay, how do you achieve that and why if it is so simple and obvious a lot of companies still don't offer that and that's very true. The other day I had 11 p.m. flight and I needed to make a change and it was really urgent so it was 6 p.m. I was trying to contact support of an airline, a really big airline and what I heard was a voice message saying that they only offer service from 9 a.m. till 4 p.m. Eastern time and I was like, okay, what do I do? There's no answer to that question and it doesn't feel great so how do you make your support accessible? It is really difficult that's why a lot of companies still don't offer that it's difficult, it is very expensive also because you need to have people staffed in multiple languages if you're operating in more than one country you need it 24-7, how do you do it? The only way, if we're talking about scaling because the example here is a scaling, scaled company, is to invest into technology and it's two-folded. First part of investment I want to talk about is automation. I expect a lot of skepticism right now here because we've all been in situations where we see a chatbot and the first thought we're having is oh my god, I'm not going to get any support today this is just a dead end and that's true because a lot of automated solutions and probably the best example is a chatbot but there are also some self-help flows and other things but let's use chatbot as an example they are built in order to reduce costs that's how they're pitched and that's how they are evaluated they are actually built as like a plug as a solution for the company not to scale their support and not to go through all this pain of having a lot of agents especially in a stage of growth when there are certain moments when you are exponentially growing and having more and more customers daily, weekly so here's my perspective on automation on chatbots for example you really need to treat it as a customer-facing product in exactly the same way you build products that you want your users to adapt you want to build it and you want to offer it to the user and you want to seek for adoption you always want to offer an alternative which is an access to a support agent and you want to iterate until your users actually adopt the technology because that would mean that you build it to perfection and you build it to provide great experience in the first place and then the cost reduction will follow but you really need users to adopt you cannot push it to them and tell them well we don't have support but here's a chatbot and like deal with it so that's the first part second part is tooling tooling for support agents because if you are following this path and you are seeking for adoption then you still have another support channel which is with live agents which is an alternative to chatbot that you offer and in many businesses some portion of support that requires live agent being present will always remain so the tooling for support agents is extremely important have you ever been in a situation where you put on a long hold while the agent is scrambling through information or trying to get confirmation from a supervisor or you're asked one million basic questions like your email or your name or your phone number that the agent should have already had that is not because the agent is bad that is because they don't have good technology they are not equipped with anything really to provide great experience and it's pretty ridiculous in an era where we champion intuitive solutions where we champion really great UX and we build those products for our users but many companies do not build it for their support agents in fact it takes an average 15 days for a support agent to get familiar with some tooling that is widely used out there and think about it these agents they are in the front line with the users that you acquired you've already invested money into having them placed in order and they are now experiencing something not so good not so pleasant and the agents oftentimes don't have anything at hand to help them so this is the investment that I highly recommend that you make and you might say well what does my startup have to do with Amazon at this point like really different scale and yes of course Amazon has the luxury of investing into things like that and you know my reality is that I need to invest into my core product I'm not ready for this I cannot prioritize it right now the only thing I can say here is that Amazon did not invest into this technology at a point when they fully scaled and they were like well there's probably nothing else to do here so let's just invest into this technology they did it in order to enable scaling they did it in order to continue growing as they were scaling to keep offering great experience to their users that already trusted them and that they wanted to maintain trust with and we did it at DoorDash as DoorDash was growing and going from pre-IPO to post-IPO we were doing it during the COVID moment and the insane growth that we were experiencing and now I'm doing it at Rapi which is a Latin American super app that operates in last mile delivery space and I'm very excited the company is in earlier stage than DoorDash was when I joined and we have big dreams and we're building things now we're prioritizing these things now in order to enable growth in order to delight our customers as we're growing so I promised three companies and three insights and so let's jump to the last example there is this company that actually became recently like a case of great customer experience and the company is Chewy I hope you heard about them but if not it's a pet food and pet products company operating in the US they were founded in 2010 they're currently valued at $7.5 billion and they themselves multiple times attributed their success to being customer obsessed so let's talk a little bit about what it means I will just tell you a story or read it this is a tweet from Chewy customer I contacted Chewy last week to see if I could return in an open bag of my dog's food after he died they first gave me a full refund second told me to donate the food to the shelter and third had flowers delivered today with a gift note signed by the person I talked to and is there anything else I need to say here you see this tweet went viral think about that Anna, the customer is grieving yet the experience she had with the brand that actually serves millions of customers was so personal that she decided to share her experience out there and think about the 700,000 users that saw this tweet and I actually think it was way more than that because it got reshared and there were articles written about this case all these users will now remember that Chewy is a customer obsessed company they don't just say it that they are customer obsessed they actually practice it every day and this is the proof so the question we might ask is how do we do it at scale because with the example I gave with pizza restaurant of course they can remember my name because they probably have a couple of hundreds of clients and it's possible to just remember how do you do it when you have thousands of users hundreds of thousands of users and hopefully millions of users and the answer is you build, you invest into personalization now how do you do it it's also two-fold a thing at least in my version the first part is data and segmentation so you invest into data you take most out of the data that you have about your users what are the differences about their use cases you don't just segment users by demographics you segment them by their needs by their use cases by their habits so that then you can actually create offerings that resonate with them and you understand why they order from you they buy from you what are they looking for what is important to them that really matter what impacts their retention and their engagement and what doesn't so that then you can offer personalized strategies and personalized communication to them now how do you actually deliver that and the answer is artificial intelligence this topic does not require advertising we all understand that this is future this is incredible technology the only thing I want to mention here is that customer experience is one of these functions one of these areas which is a perfect use case for AI because if a human being can probably remember an average 150-200 names and maybe faces AI can remember thousands and not only AI can remember the name of each user AI can remember what was the last comment they gave you when they reviewed the order what was that they mentioned in a chat with your support and many other details you can get all put it in a context and use it in their next communication with the user which can go through automated channel through chatbot or it can go through an agent because you can use AI to create training models and to offer certain communication strategies to the agent who will then interact with your user and so this is how you can offer amazing personalized experience now to summarize three strategies that we covered pretty briefly today but they're all very powerful and great customer experience consist of putting voice of the customer putting CX into the DNA of your brand so making sure you invest into every single touch point you have with the user and make it a feedback loop where you keep learning from the user and then you put it back into product and business and marketing and communications and you make it better all the time great customer CX is when support is fast and accessible great customer experience that delights and surprises and becomes memorable is personalized that's what we're all looking for as humans that's what we value and great customer experience drives growth there are a lot of studies out there there are a lot of stats it's measurable it's not just you know a fluffy title it's not just although it is a feeling but that feeling translates into growth it translates into profit it translates into retention engagement you can measure it there is a lot of information out there on the metrics and so I highly recommend you invest into it because this is how you build loyalty and loyalty is what will drive organic growth so with that said the last thing I want to share is that these three strategies that I mentioned today they work I saw them work in different companies and in small startups and of course there are like different things you need to customize when it comes to your business because maybe you're a B2B and maybe for you segmentation is not such a big thing because you maybe have very narrow market and there is not much to segment there maybe automation will not be a huge thing for you it all depends so you will have to create your own mix of things out of these strategies and along the way what you will need is passion you need a fuel to keep you engaged to keep you excited to keep exploring because it's all about dealing with people and it's all about building relationship with them and you can use strategies but you will constantly seek for feedback and adapt and change and so fuel your customer experience strategy with passion and with curiosity and make sure that the team you're building is passionate and curious and that passion is for the user not for the product not only for the product because end of day you need users to love that product so it's as good as they say it is so be passionate about it if you go to another country and launch a market there make sure your team goes there make sure they speak the language make sure you talk to customers every day you make it easy for them to talk to you and you appreciate their feedback and it's going to be great you're going to grow as a result thank you very much


Hello everybody, HoodedCoverCommander788 here, and it is time for the final Patron's Choice poll of 2018, and this one will be epic. Instead of giving Patron's three options to choose from, they will be able to choose from all of the Patron's Choice poll entrants that did not win this year. That's right, every single option from every Patron's Choice poll this year will get a second chance. If you voted in a poll this year and your favorite option did not win, here is your second chance. You do need to be a Patron to vote, so please check out my Patreon to find out how support at any level gets you the right to vote. Let's go through those options now. Option 1 will be Airtight from 1985, an unsung hero from the 80s, but he might have a few surprises, so if you'd like to see a review of Airtight, select Option 1. Option 2 will be Deep Six Version 2 from 1989, my favorite version of Deep Six, and a great update to that character, so if you'd like to see a review of Deep Six Version 2, select Option 2. Option 3 will be Ozone from 1991, the eco-warriors figure, and you know we always have fun times with eco-warriors, so if you'd like to see a review of Ozone, select Option 3. Option 4 will be Mace from 1993, a plain figure with some crazy accessories. If you'd like to see a review of Mace, select Option 4. We have a vehicle selection in this poll. Option 5 is the Swamp Masher from 1988. I keep sending this thing up in polls and it keeps losing, but maybe this will be the Swamp Masher's day. If you'd like to see a review of the Swamp Masher, select Option 5. Option 6 is another vehicle, the Sky Patrol Skyhawk from 1990. We haven't done a full review of Sky Patrol yet, so maybe it's time to look at these shiny vehicles. If you'd like to see a review of the Sky Patrol Skyhawk, select Option 6. Option 7 will be Rampart from 1990. One of my favorite figures from the 90s, I certainly wouldn't mind if Rampart won. If you'd like to see a review of Rampart, select Option 7. Sticking with the 90s, Option 8 will be Heavy Duty from 1991, a great figure from the 90s with some crazy accessories. If you'd like to see a review of Heavy Duty, select Option 8. We have one more vehicle option, the Cobra Pogo Ballistic Battle Ball from 1987. This almost won the first time around, so maybe it will win out this time. If you'd like to see a review of the Pogo Ballistic Battle Ball, select Option 9. Getting back to the 90s, Option 10 will be Viper Version 4 from 1994, a special grape flavored Viper from that year. I'll probably have a lot to say about this one if it wins, so if you'd like to see a review of Viper Version 4, select Option 10. Number 11, our final option will be Outback Version 3 from 1993, the one where they made Outback look like a construction worker. If you want to see how badly they could change a beloved figure in the 90s, then you will want to see a review of Outback Version 3, so select Option 11. Those are your options for the final Patron's Choice vote of 2018. You do need to be a Patron to vote, but it is easy to sign up on Patreon, and support at any level gets you the right to vote. In the event of a tie, I will break the tie. Voting starts as soon as you see this video on November 27th, and ends on November 30th, and the winning review will be posted on December 9th. This is the biggest poll of the year, and a second chance for all these guys, so make it count and let your voice be heard. Voting starts now.


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