Final IT Report

UNSW IT Service Centre Benchmark Report Page 1

Service Operations Centre

5th August, 2015

UNSW IT Service Centre

Service Centre Benchmark Report

Contents

Executive Summary……………………………………………………………. 3

Introduction…………………………………………………………………….. 3

Background………………………………………………………………….. 3

Methodology……………………………………………………………….... 3

Results………………………………………………………………………….. 5

Study Findings…………………………………………………………………. 8

Recruitment/Staff Training………………………………………………….. 8

Customer Service……………………………………………………………. 9

Store Design…………………………………………………………………. 9

Recommendations…………………………………………………………….. 12

Conclusion……………………………………………………………………. 14

Reference List………………………………………………………………… 15

Appendix……………………………………………………………………… 16

Executive Summary


The purpose of this report is to compare the UNSW IT front desk with other leading service providers in terms of recruitment/training, customer service and store layout. From this comparison, recommendations will be made in order to improve the above aspects of the IT service centre at UNSW.

Introduction

Background

The IT service centre is the primary point of support for staff and students at UNSW who require assistance with IT related concerns. These can range from computer to telephone and network issues. Most staff and students are now able to self-service the more minor issues that they face, through the UNSW IT website. Thus, service centre staff will be challenged with the more difficult problems that may arise and hence will need to have received a high level of training prior to commencing the job.

It is imperative that the UNSW IT service centre keeps up with other leading service providers by creating the best customer service experience possible. Moreover, the layout and design features of the service centre play an integral role in enhancing the overall customer experience. A redesign of the interior space is needed in order to deliver this upgraded experience and to ensure a fresh and contemporary image.

The purpose of the comparison is to see where UNSW IT stands in contrast to the leading service providers in Australia. A number of recommendations will then be made based on what aspects of the service centre need to be improved. These recommendations will be centred on the recruitment and training of staff, the level of customer service that is provided and the design of the IT Service Centre.

Methodology

The study was conducted over a variety of service providers including the UNSW IT Service Centre, the Apple Store, the Optus ‘Yes’ Store, and the Telstra Store. Besides for UNSW IT, the service providers’ stores that were investigated in this report were all located in Westfield, Bondi Junction.

A focus group comprising of twenty customers per service provider will be randomly selected to complete a survey after leaving the service desk or store. The survey will consist of ten questions that were derived from a list of criteria related to positive customer service attributes. The criteria were chosen based on the ‘Positive Indicators of Behaviour’ document posted by UNSW Careers and Employment. All survey questions require either a yes or no answer. Data related to staff training/recruitment will be obtained from online research (articles/reports) and through interviewing staff members at the UNSW IT department. A number of questions were asked of the front desk manager, and the member of staff who trialled the new training program that was recently implemented, regarding the process of


recruiting and training staff. Data related to the design and features within the stores will be obtained through personal investigation. This will be operationalised by visiting each store/service centre and asking myself a series of fifteen questions related to the size, aesthetics, features and practicality of each. Likewise to the customer service survey, these questions also require either a yes or no answer. In addition, a more detailed evaluation of the design of the Optus ‘Yes’ Store and Apple Store, as well as the recruitment/training of staff at the Apple Store, will be included in this report.

Examples of staff recruitment and training questions include:

If needed, how can staff read instructions or look up information they are unsure about?

What type of training is required before work can commence? Are staff taught what to say through training/given scripts to use as a guideline for

how to communicate with customers?

Examples of questions on customer service survey:

Was the staff member approachable, friendly and polite? Was your question, complaint or issue resolved quickly? Did they use plain language that was easily understood?

Examples of store design questions include:

Is there a section that provides one-to-one training? Is there a HELP space where experts work to troubleshoot any issues a customer may

have? Are staff anchored behind a counter as opposed to roaming around the store, possibly

with tablets?

Results


Store Design

UNSW IT Vodafone Telstra Optus Apple Store

Are new products placed in the busiest area of the store?

No Yes Yes Yes Yes

Are there desks where customers can setup or get help setting up new devices?

No Yes Yes Yes Yes

Is there a section that provides one-to-one training?

No No Yes Yes Yes

Is there a HELP space where experts work to troubleshoot any issues a customer may have?

No Yes Yes Yes Yes

Is there an infomercial screen that steps customers through products and services?

No Yes Yes Yes Yes

Is there a glass storefront? Yes Yes Yes Yes Yes

A simple and open design enabling both self-navigation and consultation?

No Yes Yes Yes Yes

Are live products displayed on the walls or tables in order to encourage customer interaction?

No Yes Yes Yes Yes


Bold entry signage used to promote brand messages and offers?

No Yes No Yes Yes

Is merchandise grouped by customer need and showcased with digital communications?

No Yes Yes Yes Yes

Is the consultation area an open space with lounge style seating?

No No No Yes Yes

Is there bench seating for customers to use when they are waiting to be served?

No No No Yes Yes

Are staff members free to roam around the store rather than being stationed primarily behind a counter?

No Yes Yes Yes Yes

Are there iPads or computers placed around the room for customer use or for staff use in assisting customers?

No Yes Yes Yes Yes

Is the general design of the store aesthetically pleasing?

No Yes Yes Yes Yes

Figure 1: Store design question page


Customer Service

UNSW IT Vodafone Telstra Optus Apple Store

Was the staff member approachable, friendly and polite?

80% Yes 95% Yes 100% Yes 100% Yes 100% Yes

Were they calm, patient and empathetic?


Was your question, complaint or issue resolved quickly?


Did they use plain language that was easily understood?


Were they well informed and knowledgeable?


Were they confident in suggesting ideas or solutions?


Did it take long for a staff member to assist you upon entering the store?

85% No 75% No 85% No 90% No 100% No

Were they good at explaining?


Did they offer appropriate solutions?


Did they ask questions to identify your needs?



Figure 2: Customer service survey

Study Findings

Recruitment/training

UNSW IT:

Most staff at front desk just get minimal training (experience with IT Heroes and help from Roxanne)

Chris Leaney (first person to trial the new training program which involves online documentation which consists of instructions and learning tools for what staff need to know for the job)

Before, casual staff training involved talking with specific people with the specialised knowledge that is needed for the future position of the trainee. That way they can gain experience while observing the requirements of the job and can then ask questions after in a personable interview to get a more thorough understanding of what the role entails and what kind of information they should be learning

Chris Interview: no solid structure to where Chris should be when he came in and what he should do, he

had to seek out instructions from Gavin (training manager) a document was provided on the first day specifying the policy agreement one-to-one personable interviews with specific staff and shadowing staff members for

the first few weeks/months two days of shadowing (observing what staff are doing), then interview after regarding

any questions he may have had and an explanation on how to complete various tasks and resolve issues

training document used for staff to interactively go through instructions and information with trainee, providing a guideline for what the trainee should know and the type of questions they should ask them to test them later

Apple Store:

Staff members:

screened and trained with a great deal of scrutiny before being able to interact with customers

must fit well into the team and share the values of the organisation be very passionate about what they are doing have an open and friendly demeanour very knowledgeable about the issues they are attending to they love the product

Training staff:

Apple’s genius training student workbook extensively goes through methods to ensure the best quality customer service possible


This workbook comprises of a list of do’s and don’ts, but is also very specific and details every situation a staff member could possibly encounter

Most of what they say is scripted or taught to them through training Apple’s customer service philosophy can be summarized using an acronym that is

taught to all staff members

Focussing on value creation:

The idea of enriching and creating value for customers They don’t just try and sell people stuff but aim to improve lives through a product

that could be useful to a customer

Customer service

A very high percentage of people thought that staff members were approachable, polite and friendly at all the service providers (≈ 100%), with a lower percentage at the UNSW IT Service Centre (80%)

A very high percentage of people thought that staff members were calm, patient and empathetic at all the service providers (≈100%)

A relatively low percentage of people at the UNSW IT Service Centre and Vodafone Store thought that their question, complaint or issue was resolved quickly (65-70% respectively), compared to people at Telstra, Optus and the Apple Store (80-90%)

A very high percentage of people thought that staff members used plain language that was easily understood at all the service providers (95-100%)

A very high percentage of people thought that staff members were well informed and knowledgeable across all service providers (90-100%)

A very high percentage of people thought that staff members were confident in suggesting ideas or solutions across all service providers (90-100%)

A very high percentage of people thought that staff members did not take a long time to assist them upon entering Optus and the Apple Store (90-100% respectively), compared to a lower percentage of people at the UNSW IT Service Centre, Vodafone and Telstra (75-85%)

A very high percentage of people thought that staff were good at explaining at the UNSW IT Service Centre, Vodafone, Telstra and Optus (90%), and everyone that was surveyed at the Apple Store thought that this was the case

A very high percentage of people thought that staff members offered appropriate solutions across all service providers (95-100%)

A very high percentage of people thought that staff members asked questions to identify their needs across all service providers (95-100%)

Store design

Every service provider besides UNSW IT places their busiest products in the store. This is because UNSW IT do not sell anything as of yet

There were desks where customers can setup or get help setting up new devices in every service provider besides UNSW IT


There is a section that provides one-to-one training in all service providers besides UNSW IT and Vodafone

There is a HELP space where experts can troubleshoot any issue a customer may have in all the service providers besides UNSW IT.

There is an infomercial screen in every service provider besides UNSW IT All stores/service desks feature a glass storefront All service providers besides UNSW IT have a simple and open design enabling self-

navigation and consultation Live products placed on the walls or tables that encourage user interaction are present

in all the service providers’ stores besides UNSW IT. UNSW IT do not currently have any products that are available for purchase

There is bold entry signage used to promote brand messages and offers outside all service providers besides for the UNSW IT Service Centre and Telstra

Merchandise is grouped by customer need and showcased with digital communication in all service providers’ stores except for UNSW IT.

The consultation area was not an open space with lounge style seating in all service providers besides Optus and the Apple Store

There is no bench seating for customers to use in all the service providers besides the Apple Store and Optus

Staff members are free to roam around the store rather than being stationed primarily behind a counter in all service providers besides the UNSW IT Service Centre

There are iPads or computers placed around the room for customer or staff use in all service providers’ stores except for at UNSW IT

The general design of the store is aesthetically pleasing across all service providers besides UNSW IT

Apple Store:

Try before you buy Genius bar – a space where tech experts, especially in relation to Apple products, can

assist you in any questions you may have about a specific product Setting up an appointment with the Genius Bar via Apple’s online website is intuitive

and easy. You are given the option to pick a specific day and time that works best for you. After being greeted by a staff member, they politely ask what they can help you with. You say that you have an appointment booked and are then directed to take a seat whilst waiting for a ‘genius’ to meet with you. The appointment usually commences within 5 minutes of your appointment time and a friendly staff member will come over and assist you.

Apple staff usually have iPads with them at all times so they can order new parts or complete transactions efficiently and at any time or place within the store. This allows customers to go in and go out as quickly as possible.

New Apple products are placed in the busiest areas in the store. There are personalized set-up areas, which involve desks where customers get assistance setting up new devices. This provides an incentive for customers to buy products in the


Apple store as well as reduces problems associated with setting-up, which often avoids having to make an appointment with the Genius Bar. They also have a section that provides one-to-one training to teach customers how to use Apple software and products.

Descriptions in the registered trademark certificate detail the brand’s simple retail atmosphere: “…a primarily glass storefront, rectangular recessed lighting traversing the length of the store’s ceiling, Cantilevered shelving and recessed display spaces along the front side walls, rectangular tables arranged in a line in the middle of the store parallel to the walls and extending from the storefront to the back of the store, multi-tiered shelving along the rear walls, and an oblong table with stools located at the back of the store below video screens in the back wall.”

Layout summary: glass walls, minimalistic décor and open floor layouts

Optus ‘Yes’ Store:

Users a demonstration desk that allows you to try out live products within the store Users a infomercial screen that steps customers through products and services Allows customers to connect to the internet in a quiet and comfortable connection

area It’s a simple and open design that enables self-navigation and consultation Bold entry signage and digital screens used to highlight brand messages and promote

offers A series of interactive zones were created to showcase live devices and digital signage Staff are able to roam the store with tablets as opposed to being anchored behind a

counter Merchandise is grouped by customer need and showcased with digital

communications Lounge style and bench seating is available for customers talking to a staff member or

waiting to be served There is a specific HELP area for technical support

Recommendations

Staff training:


better instructions provided to trainee regarding what information they do and don’t have access to

shadowing a broader range of people and teams to get a more generalised and thorough knowledge base

scheduling of meetings and tasks should be made clear to trainee using wildcards (%…%) was helpful when searching for information you’re not sure

about staff must fit well into the team and share the values of the organization It is a good idea for the UNSW IT Service Centre to come up with their own acronym

to describe their approach in terms of assistance, which best fits the organisations goals and values. This is an effective tool for staff members as it is easy to recall and gives your staff a clear line of action to follow and fall back on as they encounter multiple types of customers, creating a consistent and branded experience

Staff should have enhanced knowledge and broader expertise in order to assist customers with a larger range of sometimes difficult issues

Staff should log out instead of locking the computer when taking a break because then they can’t be accessed until the staff member that is logged in returns, which could cause a shortage of computers

Customer Service: Be empathetic towards staff and students, and treat everyone equally (even the difficult

ones) Good customer service enhances the level of customer satisfaction to provide the

feeling that a product or service has met the customer expectation. This may involve patience, attentiveness, clear communication skills, good product knowledge, a calm yet positive demeanour, persuasion, and ability to deal with conflict

UNSW IT does not sell anything yet so a value-creation mind-set should already be an integral part of the customer experience at the Service Centre

This is an easy approach to incorporate into any organisation After dealing with a student, staff members should ask themselves - how have you

enriched their lives for the better?

Store Design: staff find it difficult to show customers what’s happening on the computer as it is a

struggle to constantly change the direction of the screen back and forth. A swivel stick attached to an additional monitor would be very helpful in improving the way staff interact with and solve customer issues

the long part of the desk should be facing the customers when they walk in a ticketing system like the one in student central would be useful to show which staff

member is available. This would allow things to be more streamlined and run smoother and more efficiently

the Service Centre area should be larger to ensure less crowding and allow a bigger space to walk around and browse products, in turn making the entire room visually more appealing

staff members are very separated and closed off from customers behind a big desk a training room with computers in it should be implemented to show students and staff

how to troubleshoot certain IT issues or to set things up by themselves having iPads on the front counter or computers placed around the room will allow staff

to be able to have a more practical and personable interaction with customers


staff should have a scanner next to the front desk staff should hand out a brochure to all new students detailing common IT issues and

set-up instructions remove middle wall to create more space students should be able to see the monitor when resetting passwords or setting up

emails etc. so they know what to do by themselves for next time clear wall at the back with words ‘IT Service Centre’ on it should be opaque or painted

over because you can see piled up boxes on the other side which is unsightly and unprofessional

a staff member had to lift up the keyboard and turn it around and place it on the front counter for a student to type in their password and then again later to type in a new password. This had to be done without the student being able to look at the screen which was frustrating for both the staff member and the student. Having iPads on the front counter or computers placed around the room would allow staff to be able to have a more face-to-face interaction with customers. Will be a more friendly and personable interaction where both parties can see the computer screen at the same time, thereby making it easier to solve the issue whilst showing the customer why the issue occurred and how to prevent it from occurring in the future, or go about fixing it themselves if it does happen again

staff don’t have a scanner around the front desk. One staff member had to take a picture of a document on his phone and then mail the picture to the service centre

staff stressed that a swivel stick connected to a monitor on the far side of the desk would be a great addition so they could more easily assist customers with general issues such as password resets

allow internet access on all computers in the IT Service Centre so staff can assist students with their IT issues on any computer in the store (whichever is more convenient), and students can already use the computers to show the staff the issues they are experiencing, and get the problem up on the computer while waiting to be assisted

Conclusion

From the results of this study, it is clear that the UNSW IT Service Centre needs to make a number of significant improvements in their approach to staff recruitment and training,


customer service, and in particular store design. In comparison to the leading service providers that were investigated in this report, UNSW IT is lacking in a lot of key areas that are vital in creating a positive student/staff experience.

In terms of staff recruitment/training, observations over several weeks have shown that Chris Leaney, the first staff member to trial the new training program, is excelling in his role at the UNSW IT department. This demonstrates that the online training document, one-to-one personable interviews and shadowing experienced staff members is an effective form of training. However, seeing as Apple received the best results on the customer service survey, it is a good idea for UNSW IT to emulate some appropriate strategies in Apple’s genius training student workbook, for training staff at UNSW and to ensure the highest quality customer service.

The customer service survey revealed that the UNSW IT Service Centre staff performed relatively well compared to the other service centres. However, Optus and the Apple Store received the highest percentage of positive responses so it is suggested that the UNSW IT staff model their customer service approach on those two service providers. The results show that UNSW IT staff at the service desk could have been more approachable, friendly and polite; as well as resolved any question, issue or complaint quicker. It should be noted that a sample size of 20 people is relatively small and therefore may not be a meaningful representation of the population at UNSW.

The design of the UNSW IT Service Centre in contrast to the other service providers’ stores was extremely disappointing in terms of all four criteria it was assessed on. The only positive result for the service centre was that it featured a glass storefront. Optus and the Apple Store’s design received a positive result for every question that they were tested on, and thus should be a source of inspiration and ideas in order for UNSW IT to make the necessary improvements to enhance the size, aesthetics, features and practicality of the service centre.

Finally, the purpose of this report was to compare the UNSW IT Service Centre to a number of leading service providers in terms of staff recruitment/training, customer service and store design. It is evident that UNSW IT has a lot of improvements to make, especially relating to store design, in order to compete with the high standards that are expected in these larger companies. However, there is an opportunity for growth by addressing the issues that were raised, and utilizing the recommendations provided in this report.

Reference List


Khan, H. (2014, September 25). The Apple Store Guide to Insanely Great Customer Service – Shopify. Retrieved July 15, 2015, from https://www.shopify.com.au/blog/15468897-the-apple-store-guide-to-insanely-great-customer-service

Optus - About Optus - Welcome to the 'yes' Optus Shop. (n.d.). Retrieved July 19, 2015, from http://www.optus.com.au/portal/site/aboutoptus/menuitem.26a56e3a0149a03327b868108c8ac7a0?vgnextoid=5ee55a20dedf1110VgnVCM10000029867c0aRCRD

Optus Sydney Flagship Store - Winner - 2014 Sydney Design Awards. (2015). Retrieved July 19, 2015, from http://sydneydesignawards.com.au/SYD14/entry_details.asp?ID=13378&Category_ID=6048

Appendix


http://sydneydesignawards.com.au/SYD14/entry_details.asp?ID=13378&Category_ID=6048

http://sydneydesignawards.com.au/SYD14/entry_details.asp?ID=13378&Category_ID=6048

http://www.optus.com.au/portal/site/aboutoptus/menuitem.26a56e3a0149a03327b868108c8ac7a0?vgnextoid=5ee55a20dedf1110VgnVCM10000029867c0aRCRD

http://www.optus.com.au/portal/site/aboutoptus/menuitem.26a56e3a0149a03327b868108c8ac7a0?vgnextoid=5ee55a20dedf1110VgnVCM10000029867c0aRCRD

https://www.shopify.com.au/blog/15468897-the-apple-store-guide-to-insanely-great-customer-service

https://www.shopify.com.au/blog/15468897-the-apple-store-guide-to-insanely-great-customer-service

Staff members (recruiting/training) – Criteria:

Requirements/qualifications for hiring new staff Level of training Type of training Fit to team/organization values

Questions:

1. If needed, how can staff read instructions or look up information they are unsure about?

2. What type of training is required before work can commence?3. How extensive is the training that is administered? 4. Does the training detail every specific situation a staff member could possibly

encounter or do they receive more specialized training?5. Are staff taught what to say through training/given scripts to use as a guideline for

how to communicate with customers?6. Are staff taught to be approachable and empathetic towards all customers?7. Are there any improvements that could be made in terms of recruiting and training

new staff members i.e. delivery of instructional training, detail of instructions etc.?

Customer service – Criteria

Friendly Build rapport with customer Resolve complaints Plain language Acknowledge customer's needs See things from customers’ points of view Prioritises tasks that have a direct customer impact Active listening Assurances of effort and results Well informed, knowledgeable Positive attitude Confident Go beyond what is required Suggest ideas or solutions without prompting Designing innovative and creative practices and solutions Adapting to new situations Visionary Capable Approachable Deal with problems Polite Remember names Treat all customers respectfully Satisfy the customer beyond what is required or expected Arranging and completing follow-up Appropriate non verbals Develop policies to meet customer needs


Confident See a job to its conclusion Happy Seek additional responsibilities Seek information from many different sources Reflecting on own practice for improvement Generate a range of options Taking on challenges Confident Good at explaining Offer appropriate solutions Expert recommendations Tact and diplomacy Admit mistakes and apologize Asks questions to identify customer's needs Responds to customer requests promptly Offer choices/empowering Request feedback to ensure satisfaction Calm, patient, empathic Efficient

Questions:

1. Was the staff member approachable, friendly and polite?2. Were they calm, patient and empathetic?3. Was your question, complaint or issue resolved quickly?4. Did they use plain language that was easily understood?5. Were they well-informed and knowledgeable?6. Were they confident in suggesting ideas or solutions?7. Did it take long for a staff member to assist you upon entering the store?8. Were they good at explaining?9. Did they offer appropriate solutions?10. Did they ask questions to identify your needs?

Store (front desk) design – Criteria:

Size Aesthetics Features Practicality

Questions:

1. Are new products placed in the busiest area of the store?2. Are there desks where customers can setup or get help setting up new devices?3. Is there a section that provides one-to-one training?4. Is there a HELP space where experts work to troubleshoot any issues a customer may

have? 5. Is there an infomercial screen that steps customers through products and services6. Is there a glass storefront?


7. A simple and open design enabling both self-navigation and consultation?8. Are live products displayed on the walls or tables in order to encourage customer

interaction?9. Bold entry signage used to promote brand messages and offers?10. Is merchandise grouped by customer need and showcased with digital

communications?11. Is the consultation area an open space with lounge style seating?12. Is there bench seating for customers to use when they are waiting to be served?13. Are staff members free to roam around the store rather than being stationed primarily

behind a counter?14. Are there iPads or computers placed around the room for customer use or for staff use

in assisting customers? 15. Is the general design of the store aesthetically pleasing?

Survey Questions Summary

Store design:

1. Are new products placed in the busiest area of the store?2. Are there desks where customers can setup or get help setting up new devices?3. Is there a section that provides one-to-one training?4. Is there a HELP space where experts work to troubleshoot any issues a customer may

have? 5. Is there an infomercial screen that steps customers through products and services?6. Is there a glass storefront?7. A simple and open design enabling both self-navigation and consultation?8. Are live products displayed on the walls or tables in order to encourage customer

interaction?9. Bold entry signage used to promote brand messages and offers?10. Is merchandise grouped by customer need and showcased with digital

communications?11. Is the consultation area an open space with lounge style seating?12. Is there bench seating for customers to use when they are waiting to be served?13. Are staff members free to roam around the store rather than being stationed primarily

behind a counter?14. Are there iPads or computers placed around the room for customer use or for staff use

in assisting customers? 15. Is the general design of the store aesthetically pleasing?

UNSW IT: no, no, no, no, no, yes, no, no, no, no, no, no, no, no, no

Vodafone: yes, yes, no, yes, yes, yes, yes, yes, yes, yes, no, no, yes, yes, yes

Telstra: yes, yes, yes, yes, yes, yes, yes, yes, no, yes, no, no, yes, yes, yes

Optus: yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes

Apple Store: yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes

Customer service:


1. Was the staff member approachable, friendly and polite?2. Were they calm, patient and empathetic?3. Was your question, complaint or issue resolved quickly?4. Did they use plain language that was easily understood?5. Were they well informed and knowledgeable?6. Were they confident in suggesting ideas or solutions?7. Did it take long for a staff member to assist you upon entering the store?8. Were they good at explaining?9. Did they offer appropriate solutions?10. Did they ask questions to identify your needs?

UNSW IT: yes (16/20), yes (20/20), yes (14/20), yes (19/20), yes (19/20), yes (18/20), no (17/20), yes (18/20), yes (20/20), yes (20/20)

Vodafone: yes (19/20), yes, (20/20), yes (13/20), yes (19/20), yes (20/20), yes (19/20), no (15/20), yes (18/20), yes (20/20), yes (20/20)

Telstra: yes (20/20), yes (19/20), yes (16/20), yes (20/20), yes (18/20), yes (18/20), no (17/20), yes (18/20), yes (20/20), yes (19/20)

Optus: yes (20/20), yes (20/20), yes (18/20), yes (20/20), yes (19/20), yes (19/20), no (18/20), yes (18/20), yes (20/20), yes (20/20)

Apple Store: yes (20/20), yes (20/20), yes (17/20), yes (19/20), yes (20/20), yes (20/20), no (20/20), yes (20/20), yes (19/20), yes (20/20)


Final IT Report

Documents