關於 customer service requirement ，我們在網路上蒐集到這些相關的討論、資訊與評價

Requirement ทางซอฟต์แวร์ กับการเปลี่ยนแปลงบ่อยๆ
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ศัพท์ในวงการซอฟต์แวร์ คำว่า "Requirement" คือ "ความต้องการ" ที่ทีมพัฒนาซอฟต์แวร์ ต้องไปสกัดเอามาจากลูกค้า (หรือผู้ว่าจ้าง) ว่าเขาต้องการให้ซอฟต์แวร์ทำงานอะไรได้บ้าง มีฟังก์ชั่นอะไร หน้าตาเป็นแบบไหน บลา บลา ....
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ตอนได้งานจากลูกค้าใหม่ๆ ก็เหมือนพบรักกับลูกค้า 😍 ความรักยังหวานชื่น เพราะโอกาสได้งาน ได้เงินมาอยู่ในมือ ขอแค่นำ Requirement ของลูกค้ามาพัฒนาซอฟต์แวร์จนเสร็จ แล้วส่งมอบงานแค่นี้เองก็ปิดจ๊อบแหละ
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แต่ชีวิตใช่ว่าจะหวานหอม เหมือนตอนคบกับลูกค้าใหม่ๆ เพราะสัจธรรมในวงการพัฒนาซอฟต์แวร์ ตัว Requirement จะไม่ค่อยนิ่ง มีการเปลี่ยนแปลงบ่อย ราวกับอากาศเปลี่ยนแปลงบ่อย คำว่าเปลี่ยนแปลงจะเรียกทับศัพท์ไปเลยว่ามี "Change" เกิดขึ้นใน Requirement
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ซึ่งเรื่อง change ในวงการนี้ ถือว่าปกติมาก ...แน่นอนเมื่อเกิด change ขึ้นมาทีไร ในฝั่งคนสร้างซอฟต์แวร์ อาจรู้สึกไม่ชอบสักเท่าไร 😫 เพราะต้องตามแก้โน่นแก้นี้ ทำแทบตายทั้งคืน ดันไม่เอาซะงั้น ไหนจะเป็น Bug ที่แอบแฝงขึ้นมาโดยไม่รู้ตัว และปัญหาอื่นๆ อีกสารพัด
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🤔🤔 คำถาม ทำอย่างไรถึงจะอยู่กับ change ของลูกค้าโดยยิ้ม และมีความสุข (หรือเปล่า) เหมือนตอนพบรักลูกค้าใหม่ๆ ?
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อันนี้เป็นคำแนะนำของคุณ Piyorot (ก็อปมาอีกที) เผื่อช่วยท่านได้ เป็นวิธีการบริหารจัดการ change ในโลกของซอฟต์แวร์ ดังต่อไปนี้
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👉 1) ตั้งกฎไว้เลยว่าเราจะไม่เริ่มทำงานถ้า Requirement ยังไม่เรียบร้อย
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👉 2) ทำ Requirement Analysis อย่างละเอียดตั้งแต่แรก
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👉 3) ใช้ Operational Concept มาช่วยในการทำ Requirement Analysis
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👉 4) กำหนดกฏเกณฑ์การรับ/ไม่รับ Change ที่แน่นอน ไม่ใช่ใครสั่งอะไรก็ต้องทำตาม
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👉 5) ให้ QA มาช่วยทำ Requirement Analysis แล้วเอา Dev มาเขียน UAT บ้างเพื่อแลกเปลี่ยนมุมมอง Requirement Analysis จะได้สมบูรณ์ขึ้น
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👉 6) Dev และ QA และ Product Owner ต้องช่วยกันกำหนดหัวข้อสำคัญที่ต้องพิจารณาเวลาคุยถึง Requirement หรือ Design เช่น เรื่อง Data Format, Exception, Condition, State Diagram และ Data Flow
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👉 7) ทำ Pair Implementation ซะเลย เอา Dev และ QA มานั่งทำงานไปพร้อมกัน Dev เขียนโค๊ดไป QA เตรียม Test Case, Test Data เสร็จแล้วก็ลองเทสตรงนั้นเลย เจ๊งก็แก้ทันที ไม่ต้องเสียเวลารออะไรต่ออะไรกัน
แบ่งงานเป็นส่วนย่อยๆเพื่อสร้างโฟกัสที่ชัดเจนขึ้น ไม่ต้องคิดมาก ไม่ต้องคิดไกล ไม่ต้องพูดนอกเรื่องเวลาทำ Requirement Analysis หรือ Design
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👉 8) มี Standup Meeting เพื่อลดเวลาในการสื่อสาร เวลาในการรอใครต่อใครตอบคำถามระหว่าง Dev, QA และ Product Owner
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👉 9) ดึง Product Manager หรือ Product Owner หรือถ้าได้ลูกค้ายิ่งดี เข้ามาช่วยยืนยันความถูกต้องของงานบ่อยๆ เพื่อลดการเกิด Change ขนาดใหญ่
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👉 10) ไม่ต้องเสียเวลารอคำตอบ ไม่ต้องเสียเวลาคุยอะไรมากหรอก ทำๆไปก่อนแหละ (แต่ทำงานเล็กๆนะ) ถ้าผิดค่อยมาแก้ทีหลัง
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👉 11) เผื่อ Buffer ไว้สำหรับ Change พวกนี้บ้าง
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👉 12) ทำ Code Review และ Test Review เพื่อยืนยันความถูกต้องและความเข้าใจที่ตรงกันก่อนทำงานขั้นต่อไป
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👉 13) ขอเวลาวันละ 10 นาทีมา Review พวก Design/Implementation/Test Case กันหน่อยว่าไม่มีอะไรเปลี่ยนแปลง
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👉 14) ไม่รับ Change ทันที เอาไปใส่ Product Backlog ไว้แล้วค่อยว่ากันวันหลัง
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👉 15) อยากให้มีมุมมองของลูกค้าเพิ่มเข้ามาบ้าง ขอให้ Support Engineer หรือ Customer Service Staff มาช่วยแล้วกัน
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👉 16) จัดลำดับความสำคัญของ Requirement หน่อยก็ดีนะ จะมี Change ทั้งทีจะได้คุ้มค่าที่จะเสียเวลาทำหน่อย
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👉 17) มีข้อมูล/หลักฐาน/ตัวเลขอะไรก็ได้ที่บอกเราได้ว่าถ้ารับ Change ตัวนี้แล้วจะส่งผลกระทบแค่ไหนกับงานโดยรวม Change Management จะได้มีหลักการมากขึ้น
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👉 18) เอาส่งเมล์แนบเอกสารที่อยากให้รีวิวมันไม่ได้ผล ก็เปลี่ยนเป็นเดินไปหาที่โต๊ะคนที่เราอยากให้รีวิวเอกสารให้ แล้วอธิบายให้เค้าฟังว่าอะไรเป็นอะไร ขอความเห็นเค้าตรงนั้นเลย
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👉 19) คุยๆๆ เรื่อง Requirement หรือ Design แล้วก็ปล่อยให้คำพูดและความคิดหายไปกับสายลม … อย่าให้เป็นแบบนั้น … อัดเสียงไว้บ้างหรืออัดวิดีโอก็ได้ (iPhone มีกันแทบทุกคน) จัดกลุ่มให้เป็นหมวดหมู่ เก็บไว้เป็น Requirement Analysis and Design document (รูปแบบใหม่) … สุดท้าย
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👉 20) ไม่รับ Change อะไรทั้งสิ้น (เบื่อ)

+++++อ้างอิง+++++
https://medium.com/pure-project-management/อยู่กับ-requirement-change-อย่างมีความสุข-219d10d65751
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✍ โปรแกรมเมอร์ไทย thai programmer

[LONG SHARE] CÁCH SỬA CV ĐỂ APPLY HIỆU QUẢ HƠN

Đầu năm tình hình của mọi người thế nào rồi hen? Chị đang đọc bài viết của bạn Adele Doan về cách sửa CV apply hiệu quả nên muốn sharing với mọi người luôn ha. Bài viết chia sẻ rất hữu ích về các tips viết theo từng đề mục trong CV như General Information, Objectives/ Summary, Education, Work experience, Skills... Chị cũng đồng tình với quan điểm mỗi một case khác nhau sẽ có cách sửa cv của mình để phù hợp với tiêu chí từng case.

Đầu năm mới sharing với mọi người bài viết hữu ích này, cả nhà textnote lại các tips này và enjoy bài viết hen <3

Happy new year cả nhà

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Cuối năm bận rộn, nhân việc một bạn có gửi mình CV để nhờ sửa và góp ý hộ. Nên mình viết lại cách mình hay sửa CV để các bạn lưu ý và hoàn thiện hơn CV của mình nha.

Case study:
Ứng viên: Có 2 năm kinh nghiệm vị trí Customer Service, đã làm qua một số công việc admin, muốn apply các vị trí tương tự trong mảng giáo dục. CV Đính kèm: http://bit.ly/cv_mau
Vị trí ứng tuyển: Test day delivery Officer tại British Council (BC), phụ trách các công việc admin, operation trong mảng tổ chức các ngày thi IELTS của BC. JD Đính kèm: http://bit.ly/JDMau
Mình sẽ góp ý theo trình tự các phần của CV nha

1. General Information:

Cách ghi email và số điện thoại như vậy là ổn rồi. Phần địa chỉ có thể ghi đơn giản là Ha Noi, Vietnam là được.

2. Objectives/Summary:

Lựa chọn viết objectives hay summary tùy theo tình huống tuyển dụng và mục đích của từng người.
Objectives: Những ứng viên đã có nhiều kinh nghiệm, đang muốn phát triển đi lên hoặc muốn thay đổi sang ngành hoặc hướng phát triển mới thì nên ghi objectives để nhà tuyển dụng biết rõ định hướng mong muốn của ứng viên. Ví dụ: Ứng viên đã có 3 năm kinh nghiệm vị trí Sales Supervisor, hiện tại chỉ muốn tìm cơ hội để phát triển lên vị trí quản lý cao hơn - Sales Manager, và tiếp tục phát triển trong ngành hàng hiện tại. Khi Recruiter đọc CV sẽ hiểu được những vị trí tương đương level supervisor hoặc chuyển sang phát triển cho ngành sản phẩm mới sẽ không phù hợp với ứng viên này.
Summary: Thường được dùng trong trường hợp kinh nghiệm của ứng viên có nhiều mảng khác nhau, cần tổng kết lại để nhà tuyển dụng dễ có một cái nhìn tổng quan, hoặc kinh nghiệm của ứng viên chưa đáp ứng hoàn toàn với JD đưa ra nên cần phần summary để làm nổi bật những điểm mạnh, sự phù hợp của ứng viên so với vị trí ứng tuyển.
Trong trường hợp của CV này rơi vào trường hợp thứ 2: Kinh nghiệm làm việc chưa phù hợp hoàn toàn với JD. Vậy nên cần viết summary thay vì objectives:.

Viết summary như thế nào là chuẩn?

Summary cần làm nổi bật được 2 ý: những điểm phù hợp (kinh nghiệm, kỹ năng) của bạn phù hợp với yêu cầu mà JD đã mô tả và mong muốn/định hướng phát triển của bạn tại công ty.
Phần viết summary trong CV mẫu vì dùng từ rất chung chung nên chưa làm nổi bật lên ưu điểm và nếu bạn xem lại mục requirement của JD thì những điểm được liệt kê chưa phù hợp hoàn toàn với yêu cầu của JD
📝 Sửa lại: cần nêu được những ý sau: Có kinh nghiệm làm trong ngành Education, khả năng tổ chức sắp xếp nhiều công việc, khả năng giao tiếp và tư duy dịch vụ khách hàng, kinh nghiệm làm việc tại các môi trường áp lực, tốc độ cao và phải làm việc với nhiều bộ phận (cross-functional), định hướng tương lai phù hợp với vị trí đang ứng tuyển và mong muốn được làm việc ở BC.

3. Education

Tất cả thông tin có liên quan tới mốc thời gian thì cần để thời gian lên trước. Phần education này cũng vậy.
📝Sửa lại: Nên viết theo format như sau:
2013 - 2017: University of Commerce
Bachelor of Banking and Finance

4. Work experience

Mình có một số lưu ý sau cho mục Work Experience:
Mốc thời gian để lên đầu tiên sau đó tới Vị trí làm việc rồi mới tới Tên công ty. Tư duy của Recruiter khi đọc CV là thường đi theo mốc thời gian. Bạn ứng viên tốt nghiệp năm nào, sau đó bắt đầu từ vị trí gì, đi lên tới vị trí gì. Nên đặt Vị trí công việc trước tên công ty để recruiter dễ hình dung được lộ trình sự nghiệp của bạn.📝Sửa lại: Có thể viết theo format sau: Oct. 19 - Dec. 19: Administration Assistant at RMIT Vietnam
Tên công ty không cần ghi quá dài, ghi Zim English School là được không cần ghi cả tên công ty mẹ, hay có thể ghi đơn giản là RMIT Vietnam không cần ghi tên Khoa mình làm việc
Mô tả vị trí công việc: Phần này là quan trọng nhất. Cần phải viết mạch lạc, rõ ràng, đi vào cụ thể và nổi bật những kinh nghiệm phù hợp với vị trí ứng tuyển, giúp Recruiter hiểu được chính xác phạm vi công việc của bạn là gì.
Nên bắt đầu bằng một câu mô tả chung về nhiệm vụ của vị trí trước khi liệt kê các đầu việc.. Trong trường hợp của bạn này sẽ là: Phụ trách các công việc hành chính, tham gia và hỗ trợ tổ chứng event cho khoa.
Trong khi liệt kê các đầu việc nên để keyword về nhóm công việc đó nên đầu để highlight sau đó sẽ diễn giải, liệt kê chi tiết hơn. Mọi người có thể lấy phần mô tả công việc trong JD để làm ví dụ. Họ liệt kê rất rõ các nhóm công việc: Test admin and support, Customer management, Finance and Reporting.
VD Sau khi nói chuyện cụ thể mình mới biết Câu đầu tiên ý bạn là quản lý các dụng cụ và học liệu của khoa
📝 Sửa lại: Merchandise management and stock control:....
Sau đó đi vào chi tiết
Khi liệt kê nên dùng các động từ hành động cụ thể, Những từ như support, assist mang nghĩa rất chung chung, recruiter sẽ không hiểu được bạn hỗ trợ công việc gì, mức độ hỗ trợ như thế nào. Cần sửa lại bắt đầu bằng các động từ như: take care of, be responsible for, handle, manage…
Đưa những kinh nghiệm liên quan lên trên đầu và làm nổi bật chúng. Sau khi trao đổi mình mới biết khi ở ZIM vị trí của bạn là Customer Service (Chăm sóc học viên) nhưng do thiếu người nên thi thoảng vạn vẫn hỗ trợ các công việc về admin như (sắp xếp lịch học, thanh toán, mua dụng cụ và làm việc với BC để tổ chức đăng ký thi cho học viên.
Những kinh nghiệm này rất phù hợp với yêu cầu trong JD cần nhấn mạnh thay vì một câu chung chung như “Correspond to external partners (British Council): all procedures related to the IELTS test”.
📝 Sửa lại: Chia thành hai nhóm công việc Admin support (30%), Customer Service (70%) và nhấn mạnh, chi tiết hơn những công việc về admin đã phụ trách.
Không cần liệt kê những job không liên quan hoặc parttime job: Đối với những bạn đã có kinh nghiệm đi làm nhất định thì không cần liệt kê tất cả các job bạn đã làm từ hồi sinh viên.
📝 Sửa lại: Bỏ phần kinh nghiệm tại BKAV và Langmaster, chuyển phần kinh nghiệm tại Tony English Club vào mục Others Activities
Nếu được nên thêm mục Achievement/Contribution vào sau khi mô tả công việc để làm nổi bật CV.

5. Other activities

Các hoạt động đều có mốc thời gian vậy nên cần bổ sung vào để Recruiter dễ theo dõi hơn
📝Sửa lại: Liệt kê các hoạt động theo mốc thời gian từ gần nhất tới xa nhất

6. Skills

Phần này thay vì liệt kê những kỹ năng cơ bản, chung chung thì cần tập trung vào những kỹ năng thế mạnh của mình mà phù hợp với yêu cầu công việc.
📝Sửa lại: Đổi General Skills thành Skill, bổ sung chứng chỉ/điểm số tiếng anh nếu có, phần kỹ năng liên quan tới máy tính nếu từng sử dụng các phần mềm quản lý, kế toán thì nên liệt kê thêm.

7. References

📝Chỉ cần ghi ngắn gọn theo cấu trúc sau:
Mr. Nguyen Van A
Operation Manager - ZIM School of English and Test Preparation
Email: abc@zim.vn

Với số điện thoại của người tham khảo theo mình thì trừ trường hợp trong JD yêu cầu thì không cần thiết cần cho vào CV và sẽ cung cấp sau. Lí do bởi vì đây là thông tin cá nhân, bạn sẽ không biết được CV của bạn sẽ được gửi đi tới những đâu, được những ai xem (nếu up CV lên những trang tuyển dụng) và lỡ có rải CV thì cũng không sợ số điện thoại của sếp bị lộ làm phiền tới sếp. Ngoài ra nếu nhà tuyển dụng yêu cầu số điện thoại để check reference thì bạn cũng biết được process của mình đang tới bước nào rồi và khả năng đậu là khá cao.

Góp ý thêm một chút về hình thức, nên đổi template khác và rút ngắn thành một trang thôi để recruiter dễ dàng nắm hết được nội dung trong một vì recruiter cũng lười chuyển trang đọc những CV dài lắm.

Đây là cách mình sửa CV cho các bạn. Hi vọng các bạn đọc song cũng tự biết cách sửa lại CV của mình để chuyên nghiệp và apply hiệu quả hơn.
Chúc các bạn thành công!

Source: Adele Doan Blog

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#ด่วนที่สุด โอกาสดีๆไม่ได้มีบ่อยๆ FITWHEY #เปิดสมัครทีมงาน หลายตำแหน่ง ต้องการค้นหาคนรุ่นใหม่ สายลุยที่ต้องการความก้าวหน้ามาร่วมทีม! #Passion99 #Business1
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ตอนนี้ทุกแผนกมีเปิดรับสมัครสมาชิกเข้าร่วมทีมหลายตำแหน่ง ถ้าหากคุณคือคนที่ใช่ส่งข้อมูลเข้ามาเลยได้ ที่ hr@fitwhey.com ยกเว้นตำแหน่งหมายเลข 3, 7, 8

1. CTO (Chief Technology Officer) เงินเดือน 100,000 - 150,000 ประเมิณตามความสามารถและประสบการณ์ (สามารถเรียกได้ตามความเหมาะสม) Requirement: อายุ 40+
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2. MD (Managing Director) เงินเดือน 100,000 - 150,000 ประเมิณตามความสามารถและประสบการณ์ (สามารถเรียกได้ตามความเหมาะสม) Requirement: อายุ 40+
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3. Secretary (เลขานุการผู้บริหาร) เงินเดือนรวมสวัสดิการ 36,580 - 56,580+ ถ้าดีจริงเรียกเงินเดือนได้ unlimit ทางเราจ่ายได้ ขอเน้นบุคลิกภาพดี เก่ง ปิดงานได้ ขอคนที่มีประสบการ์ณ อายุ 25 ปี+
ส่ง resume เข้า marketing@fitwhey.com
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4. Sales & Customer Service เงินเดือนรวมสวัสดิการ 23,580-26,580+ จะมีรางวัลพิเศษให้กับ Top Sale 3 อันดับ รายได้มีคนทำได้อยู่ที่ 100,000 บาทต่อเดือน สำหรับคนที่ตั้งใจและมีคุณภาพ
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5. Programmer (Fluent English) เงินเดือนรวมสวัสดิการ 41,580-71,580+
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6. Production Manager (ผู้จัดการฝ่ายผลิต) เงินเดือนรวมสวัสดิการ 56,580+
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7. Graphic Designer - UX/UI Designer เงินเดือนรวมสวัสดิการ 36,580+ ส่ง resume เข้า marketing@fitwhey.com
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8. Video Editor เงินเดือนรวมสวัสดิการ 46,580+ ส่ง resume เข้า marketing@fitwhey.com
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9. ผู้ช่วยทีม Video Content (Assistant Video Editor) เงินเดือนรวมสวัสดิการ 27,010 - 30,010+ส่ง resume เข้า marketing@fitwhey.com
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10. Account Executive (AE) / Sale - เงินเดือนรวมสวัสดิการ 26,580 - 31,580 + commission ส่ง resume เข้า marketing@fitwhey.com
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11.Business Development China - เงินเดือนตามแต่ตกลง
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-ทำงาน 5 วันต่อสัปดาห์ และหยุดตามเทศกาล ถ้ามีงานนอกเวลามีโอทีให้
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ดูข้อมูลเพิ่มเติม http://www.fitwhey.com/job

-บริษัทมีความมั่นคง กำลังเข้าสู่ตลาดหลักทรัพย์ สนใจเข้าร่วมทีม มีของดีสมัครมาให้ไว
- สถานที่ปฏิบัติงาน
- ซอยนาคนิวาส15 แขวงลาดพร้าว เขตลาดพร้าว
- สวัสดิการช่วงทดลองงาน ประมาณ 11,000++ บาทต่อคนต่อเดือน สรุปง่ายๆ เสียแค่ค่าเดินทางที่เหลือฟรี เจ็บป่วยก็ฟรี
- อาหาร 3-4 มื้อ/วัน (เลือกเมนูอาหารได้)
- สั่งน้ำชา กาแฟ จากร้านกาแฟฟรี 1 แก้วต่อวัน
- น้ำแร่
- ฟิตเนสฟรี
- อาหารเสริมส่วนกลาง
- เจ็บป่วยสามารถไปพบแพทย์และเอาบิลมาเบิกได้
- ฟรีเค้กวันเกิด
- ประกันสังคม