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Driving Customer Satisfaction Through CRM - A True Story
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------=_NextPart_01C31494.E477AEF0 Content-Location: file:///C:/2678D178/ORIX_files/pres.xml Content-Transfer-Encoding: quoted-printable Content-Type: text/xml; charset="utf-8" ------=_NextPart_01C31494.E477AEF0 Content-Location: file:///C:/2678D178/ORIX_files/slide0001.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="windows-1252" PowerPoint Presentation
ORIX Australia Corporation Limited
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Driving Customer Satisfaction Through CRM

A True Story
Dennis Foale
Customer Services Manager - National<= /span>
My name is Denni= s Foale and I am the National Manager Customer Service for ORIX, I have been with ORIX Australia for more than 15 years.
Over this period= ORIX Australia has grown from around 7 employees in 1986 to over 450.
We also have ORI= X New Zealand, a nationwide finance and fleet leasing partner for our New Zeala= nd friends
My Presentation = today is a true story of how we at ORIX Australia are Driving Customer Satisfaction Through CRM.

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ORIX Australia Corporation Limited
2
Introduc= tion
lThe ‘good-old’ ORIX Customer Management System
lPost-it! Notes
lOur New CRM – CMS
The Good Old = Customer Management System
ORIX is a Financ= ial Institution with a diverse product range, Leasing, Fleet Management, Debt Collection, Cash Flow Finance ( Factoring ) Real Estate and Construction Finance and Truck and Trailer Rental.
It was not uncom= mon for a particular prospect or customer to be targeted by several of the product groups and in some cases meeting each other at the prospects address, pas= sing each other in the hall way or being advised by the prospect, the “other O= RIX guy has just left”.
With all this te= chnology available to us, the desktop computer was proving its worth for the passa= ge of information from employee to employee and from customers who were endeavouring to get information to ORIX or  their sales contact. - Post-it Notes !
Thank goodness O= RIX had spent so much money to keep abreast of technology otherwise where would h= ave all those post it notes lived.
In 1998 we had a= n idea to implement a Customer Management System.  We, as most companies do, had a team that focused on a technology purchase – thinking “this will solve our Post-it Note communication syste= m” and will bring about better CRM and all the positive benefits it offers..= We had heard about the issue of change but did not necessarily believe it applied to us. We implemented a ON Contact in 1998 and continued business= as usual, we did not do much in terms of measuring the impact of the tool at all…..we just soldiered on.
But various mark= et forces meant that by late 2001 things had to change. ORIX made a decision to emb= race the concept of a Customer Centric Organisation.
Customer Relatio= nship Management is the base requirement and we already had a tool, ……..unfortunately we  discovered = that it was being used by 2% or 3% of the staff. - Just 2 to 3%!=
This was not = the type CRM that was going to pay any dividends to the business, things had to change……..but what.
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Original Objectives of CMS
·Complete buy i= n and common understanding of t= he ORIX Customer Centric Philosophy.
·<= /span>Integration of CMS with all other systems.
·A review and measurement  process for = the integrity of the data.
·Awareness that= all staff are internal custome= rs to other users.
·A common understanding  across all user groups of their requirements.
·
We decided to re= view what our objectives were when we rolled out CMS (OnContact) in 1998. These wer= e
•Complete buy in from all employees, new and existing.
·Common understanding by management of the ORIX Customer Centric Philosophy.
·Integration of CMS with all other systems.
·Staff have a complete understanding of the benefits of using CMS= , how it effects their colleagues, customers and ORIX .
·A review and measurement  process for the integrity of the data.
·Best practice rules for use of the system.
·Awareness that all staff are internal customers to other users.<= /font>
·A common understanding  = across all user groups of their requirements.

This all sounds = and looked good, it contains a lot of elements that one would think would results in good CRM……HOWEVER it was all easier said than done.
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What Went Wrong? <= /span>
lGetting People to Use It
lData
–th= e good, the bad and the very ugly
lConsistency
lCulture
So what did go w= rong! Why were we not successful in achieving the original objectives?

Getting Peopl= e to use it - Easier said than done.
The big question= s are,
·  Why should I use this?=
·  I have been successful= in the past why should I change now
·  What do I put in the n= otes?
·  Why should I enter &qu= ot;stuff " only I need to know?
·  How am I going to find= the time to do this on a daily basis?
To mention just = a few
The data<= /font>
Well this was an= other good excuse for staff to complain.  Da= ta which had been transferred into ON Contact from our three main operating systems was at best poor. Client names spelt many different ways. Records that had only Trading Names no contact details, duplications of duplicati= ons
Consistency
Quite frankly th= ere was none, ad hoc with rules being devised by the individuals who were attempt= ing to use the system, there was no clearly defined process for what goes in, how, why, how it can and should be used to effect better results for the company. “Garbage in Garbage out” was an apt way to describe the situatio= n.
Culture - Per= haps the most difficult part of the process.
ORIX had been su= ccessful for many years, why fix something that “ain`t broke”. The fear that this would make us become unsuccessful from Snr management down was well engrained.<= /font>
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What Wer= e The Impacts? = ;
lCustomers Experienced It
l
lStaff Lived It
l <= /span>
 What were the impacts as a result of o= ur initial failings in CRM.

Customers Exp= erienced it
The business had= grown to the extent that stress on the resources allocated to particular functions= was failing.
Customers were b= eing frustrated to the point of, formal complaint , on a daily basis.
Our reception ar= ea had become a message bank, customers refusing to wait to speak to a particular sales manager because they were the only person who could help them.
The business 80%= 20% rule was being proven we were servicing 20% of the customers while the other 80%………………
Staff Lived I= t
Staff were tryin= g their best but with the absence of an open system which contained  basic customer information,   they had call reluctance and were ve= ry weary of the justified, in some cases angry customer calls.
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The ‘Realisation’
lThe spark – Novated Lease Centre
lWe Built a Business Around CRM
lSatisfaction Surveys Identify Areas= for Improvement
What changed, wh= at sparked the realisation that CRM was not happening but that it could provide the solution to the issues were facing.  It was in fact a small hot bed of a department, The ORIX Novated Lease Centr= e – that was the proving ground.
This particular = product group was suffering the most from the old methods and habits, they relied heavily on support from other areas of the business.
A snap shot befo= re CMS introduction, 20 to 30 minute wait time on the telephones, while the cust= omer service staff searched  files   information requested went unsent, c= all me back please, was ignored, sales staff had made arrangements, only they kn= ew what they were, and so on…..
We decided to do= something about this, we had the processes mapped, grabbed our CRM package and put = it to work with far more commitment than ever before.
Results after its introduction were immediate, although some staff continued to stick to old ways.The heat that was being generated through poor customer service star= ted to fade and in fact the reverse, customer praise started to happen, simple call backs, customer requests were insight of all the staff.
Overtime was run= ning at a high of 44 hours a week per employee - rapidly reduced.
A definite need = had been identified, CRM had come to the rescue, however it also served to demonst= rate the deficiencies in all other areas of the organisation and we realised t= he need to change, not just a department but the organisation as a whole .

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Where Di= d We Get Help?= 3;
lSRD Group – CRM Consultants
lInitial Role
lHow The Role Developed
lA Partnership Going Forward
ORIX considered = two methods of progressing CMS throughout the entire company. The questions……In house= ? or Out source ?
ORIX selected Ou= t Source, pro and cons were considered the over riding belief was that ”they are the experts" and “company politics will not enter the equation”.<= br>
ORIX had several presentations and we selected SRD Group.
The initial role= was to give us a " true view " of the situation, may I say that although so= me of their finding dented our corporate pride,  it is what is required, You must establish where you are at, before you can move forward.
We appointed a C= MS manager, not an IT person, it had to be a person who had worked face to face with = the customers. Formed a working group of which IT and SRD Group were a part.<= /font>
The role of the = consultants, SRD Group was not one of " here are the answers, do it my way,” They have actively  been involved in t= he decision making process assisting us work through situations both big and= little, communicating at all levels throughout ORIX.
SRD group have b= ecome a part of ORIX and have performed a coaching and steering role for our CMS proje= ct and our journey to Customer Centricity. They have not only been a guide f= or the project - they have also coached some of our management team.<= br>
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A New Commitment To CMS
lCorporate Objectives
lOur CRM Strategy
lCustomer Satisfaction – Where does = it Fit?
lOrganisational Change and CRM
ORIX Australi= a CRM Related Key Objectives
Provide ORIX emp= loyees with a system which will allow them to maintain and build stronger more profit= able relationships.
To grow customer= service levels across all of ORIX to greater than 90% satisfaction.
Integrate legacy= operational systems with CMS to provide a 360 degree view of our customers.
Develop a Market= ing department, merged with Sales that ignites the ORIX front office.<= br>
Our CRM Strat= egy
Re-evaluate our = current CRM strategy to ensure alignment with new Corporate Objectives. (Realise that technology is only the enabler.)
Learn our custom= ers and suppliers through CRM focus groups.
Data cleanse and= align all ORIX databases to the same Best Practice Guidelines.
Fully Integrate = our e-mail tool and integrate Willow, our new fleet leasing operational database.
Customer Sati= sfaction.
Why bother going= through the trauma  of putting in a system  if it does not impact on improving yo= ur customer service. To this end ORIX is now conducting independent Customer= Enrichment surveys on  a monthly basis as pa= rt of our continuous improvement  progr= am. It does not finish here each request or complaint  is noted in CMS and followed up.
Organisationa= l Change
The introduction= of CRM has allowed ORIX to re model its structure to enable its employees , whatever their role is,  to be involved in Finding and Keeping Customers.
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ORIX Australia Corporation Limited
9
Results T= hat Can Be Measured
lProfitable Growth Being Achieved
lCustomer Service KPI’s
lOperational Improvements
lAccounts Receivable Reduced
A few results= of our CRM journey to date.
Financial perfor= mance has turned around.
profit 2000-2001=    $1 Million
profit 2001-2002=    $13 Million
profit 2002-2003=    Forecasted continued growth 2001-2002= .

Customer service= level KPI’s can now be measured through CMS enabling ORIX to report our service level= s to our customers and use this information to continuously improve. Customers= are responding with positive evidence of service improvement.

Operational repo= rts for the Novated Lease Centre feed into process and service refinements and have facilitated the growth of its customer base by 20% over the past 12 month= s, while increasing the measured service levels in all areas.

Accounts Receiva= bles have been managed down significantly through relationship and interaction management over the last 18 months. CMS has enabled 1 staff member reduct= ion during this period - reducing overheads, process costs and outstanding de= bts.
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10
Our Futu= re Strategy = ;
lFront Office Restructure – April 1
lInitiate Marketing Team
lTechnology – Integration Key
lMeasurement and Analysis
Front Office = Restructure
ORIX Australia a= re re-aligning the front office to customer needs and satisfaction through relationships. The company is refocussing on “finding and keeping customers” in an effort to grow customer satisfaction, revenue and profits. A dedicated sales force will be deployed - backed up by professi= onal key account and account managers.
Initiate Mark= eting Team
A new marketing = team will be created to analyse marketed trends and feed the sales and account teams w= ith the information they need to be successful. CMS will be the messenger.
Technology In= tegration
Along side cultu= ral change, this is a monster hurdle for us, and we will not let it get in our way.
Our project has = always had this obstacle however we have successfully worked around it to date. Now = we must take the next step and integrate further our e-mail, and operational systems. This will be costly and difficult - however it must happen for u= s to reach our corporate objectives.
Purchasing a pac= kage that suits  IT requirements for integr= ation but only has limited capabilities in the CRM area,  I would council…….. no.
Measurement a= nd Analysis
ON contact custo= mer activities analysed on screen by staff - real time.
Sales opportunit= y management with generic sales processes embedded.
Easily produced = team usage profiles drive continuous CMS improvements towards objectives.


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11
Summary<= /span>
lWhere we came from
lWhere we are going
lWhat we have learned
lPros and Cons of CRM
Where we come= from.
As I said earlie= r, ORIX was a successful company comprising of many individuals servicing customers  as individuals on an ad hoc basis
Where are we = going.
We are going to = present ORIX to its customers as a Customer Centric group who have the systems and sta= ff to provide them with the service they desire.
What have lea= rnt.
Many lessons, to= o much to go through on a one by one basis.
Failure is the e= asy option, people make it happen, not the technology, management must be 100% behind= the project, listen, and remember some problems have no right or wrong answer= s.
Do not let IT ru= n the project, however their technical support is invaluable and they must be involved, but even they must agree - it is the users who have to use the system. Design it for the staff.
Use expert help = and don’t be too shy to say - we need help. Make sure you embed an external partner in= to your business (if you use one) and don’t shed the “ownership” of the proj= ect.
Pros and Cons= - our experience shared.
Its all up - no = Cons, a complete culture change, the benefits get bigger the further down the pat= h of CRM you go, however it is very easy to loose sight of the objective and be sidetracked into mediocrity.
Do not treat sta= ff concerns or their view with contempt - Listen.
Use your best en= deavours to ensure that the system is not seen as " Big Brother "
Keep all staff w= ell informed on the progress and problems encountered - communicate up and down.
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ORIX Australia Corporation Limited
12
Thank Yo= u
lAny Questions?
Thank you for at= tending my presentation.
I hope I have pr= ovided you with an insight into a real time live case of CRM - nuts and bolts. I tru= st you found it interesting and I thank you for listening.

May I leave you = with this very old saying:
“The customer= is always right, but you will never know if you do not have a CRM system”

Pres= enter Mr Dennis Foale
Mana= ger Customer Services - National.
ORIX= Australia Corporation Limited
Tel:= +61 2 9856 6000
Emai= l: dennis.foale@orix.com.au
Inte= rnet: www.orix.com.au or www.orix.co.nz

Co-P= resenter Mr Dion Davidson
Cons= ultant
SRD = Group Limited
Tel:= +64 9 414 4555
Emai= l: dion.d@srd-grp.com
Inte= rnet: www.srd-grp.com
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‹header›&#= 13;
Click to edit Master text styles
Second level
Third level
Fourth level
Fifth level
‹date/time›
‹footer›&#= 13;
‹#›
My name is Dennis Foale and I am the National Manager Custo= mer Service for ORIX, I have been with ORIX Australia for more than 15 years.
Over this period ORIX Australia has grown from around 7 employees in 1986 to over 450.
We also have ORIX New Zeal= and, a nationwide finance and fleet leasing partner for our New Zealand friends <= span style=3D'font-family:Arial;font-size:83%'>My Presentation today is a true = story of how we at ORIX Australia are Driving Customer Satisfaction Through CRM.
The Good Old Custo= mer Management System
ORIX is a Financial Instit= ution with a diverse product range, Leasing, Fleet Management, Debt Collection, Cash Flow Finance ( Factoring ) Real Estate and Construction Finance and Truck and Trailer Rental. <= span style=3D'font-family:Arial;font-size:83%'>It was not uncommon for a partic= ular prospect or customer to be targeted by several of the product groups and in some cases meeting each other at the prospects address, passing each other in the hall way or being a= dvised by the prospect, the “other ORIX guy has just left”. With all this technology availab= le to us, the desktop computer was proving its worth for the passage of information from empl= oyee to employee and from customers who were endeavouring to get information to ORIX or  their sales contact. - Post-it Notes != Thank goodness ORIX had spent so= much money to keep abreast of technology otherwise where would have all those post it notes lived. <= /span>In 1998 we had an idea to implem= ent a Customer Management System.  We, a= s most companies do, had a= team that focused on a technology purchase – thinking “this will solve our Post-it Note communication syste= m” and will bring about better CRM and all the positive benefits it offers.. We had heard about the issue of change but did not necessarily believe it applied to us. We implemented a = ON Contact in 1998 and continued business as usual, we did not do much in terms of measurin= g the impact of the tool at all…..we just soldiered on. But various market forces meant = that by late 2001 things had to change. ORIX made a decision to embrace the concept of a Customer Centric Organisation.  Customer Relationship Management= is the base requirement and we already had a tool, ……..unfortunately we  discovered that it was being used by 2% or 3% of the staff. - Just 2 to 3%! This was not the type CRM tha= t was going to pay any dividends to the business, things had to change……..but what.
We decided to review what our objectives were when we rolled out CMS (OnContact) in 1998. These were
•Complete buy in from all employees, new and existing.
·Common understanding by manageme= nt of the ORIX Customer Centric Philosophy.
·Integration of CMS with all other systems.
·Staff have a complete understand= ing of the benefits of using CMS, how it effects their colleagues, customers and ORIX .
·A review and measurement  process for the integrity of the data.=
·Best practice rules for use of t= he system.
·Awareness that all staff are int= ernal customers to other users.
·A common understanding  across all user groups of their requirements.
This all sounds and looked good,= it contains a lot of elements that one would think would results in good CRM……HOWEVER it = was all easier said than done.
=
So what did= go wrong! Why were we not successful in achieving the original objectives?= 3;
Getting = People to use it - Easier said than done.
The big que= stions are,
·  Why should I use this?
·  I have been successful in the past why should I change now
·  What do I put in the notes?
·  Why should I enter "stuff " = only I need to know?
·  How am I going to find the time to do = this on a daily basis?
To mention = just a few
The data=
Well this w= as another good excuse for staff to complain.  Data which had been transferred into ON Contact from our three main operating systems was = at best poor. Client names spelt many different ways. Records that had only Trading Names no cont= act details, duplications of duplications
Consiste= ncy
Quite frank= ly there was none, ad hoc with rules being devised by the individuals who were attempting to use the system, th= ere was no clearly defined process for what goes in, how, why, how it can and should be used to effect better results for the company. “Garbage in Garbage out” was an apt way to describe = the situation.
Culture - Perhaps the most difficult part of the process.
ORIX had be= en successful for many years, why fix something that “ain`t broke”. The fear = that this would make us = become unsuccessful from Snr management down was well engrained.
 What were the impacts as a result of our initial failings in CRM.
Customers Experien= ced it
The business had grown to = the extent that stress on the resources allocated to particular functions was failing.
Customers were being frustrated to the point of, formal complaint , on a daily basis.
Our reception area had bec= ome a message bank, customers refusing to wait to speak to a particular sales manager because= they were the only person who could help them. The business 80% 20% rule was being proven we were servicing 20% of the customers while the other 80%………………
Staff Lived It=
Staff were trying their be= st but with the absence of an open system which contained  basic customer information,   they had call reluctance and were very weary of the justified, in s= ome cases angry customer calls.
What changed, what sparked the realisation that CRM was not happening but that it could provide the solution to the issues were facing.  It was in fact a small hot bed of a department, The ORIX Novated Lease Centre – that was the proving ground. This particular product group was suffering the most from the old methods and habits, they relied heavily on support from o= ther areas of the business. A snap shot before CMS introduction, 20 to 30 minute wait time on the telephones, while the customer service staff searched  files   information requested went unsent, ca= ll me back please, was ig= nored, sales staff had made arrangements, only they knew what they were, and so on….. We decided to do something about= this, we had the processes mapped, grabbed our CRM package and put it to work with far more commitment t= han ever before. Re= sults after its introduction were immediate, although some staff continued to st= ick to old ways.The hea= t that was being generated through poor customer service started to fade and in <= /span>fact the reverse, customer praise started to happen, simple call backs, customer requests were insight of all the staff.
Overtime was running = at a high of 44 hours a week per employee - rapidly reduced.
A definite need had been identified, CRM had come to the rescue, however it also served to <= span style=3D'font-family:Arial;font-size:83%'>demonstrate the deficiencies in = all other areas of the organisation and we realised the need to change, not just a department bu= t the organisation as a whole .
=
ORIX considered two methods of progressing CMS throughout t= he entire company. The questions……In house ? or Out source ? ORIX selected Out Source, pro and cons were considered the over riding belief was that ”they are the experts" and “company politics will not enter the equation”. =
ORIX had several presentations and we selected SRD Group.
The initial role was to gi= ve us a " true view " of the situation, may I say that although some o= f their finding dented our corpora= te pride,  it is what is required, Yo= u must establish where you are at, before you can move forward. We appointed a CMS manager, not an IT person, it had to be a person who had worked face to face with the customers. Formed a working group of which IT and SRD Group were a part. The role of the consultants, SRD Group was not one of " here are the answ= ers, do it my way,” They= have actively  been involved in the dec= ision making process assisting us work through situations both big and little, communicating at all levels throughout ORIX. SRD group have become a part of ORIX and have performed a coaching and steering role for our CMS pr= oject and our journey to Customer Centricity. They have not only been a guide fo= r the project - they have also coa= ched some of our management team.
ORIX Australia CRM Related Key Objectives
Provide ORIX employees with a system which will allow them = to maintain and build = stronger more profitable relationships.
To grow customer service levels across all of ORIX to great= er than 90% satisfaction.
Integrate legacy operational systems with CMS to provide a = 360 degree view of our = customers.
Develop a Marketing department, merged with Sales that igni= tes the ORIX front office.
Our CRM Strategy
Re-evaluate our current CRM strategy to ensure alignment wi= th new Corporate Objectives. (Realise that technology is only the enabler.)
Learn our customers and suppliers through CRM focus groups.
Data cleanse and align all ORIX databases to the same Best Practice Guidelines.
Fully Integrate our e-mail tool and integrate Willow, our n= ew fleet leasing operational database.
Customer Satisfaction.
Why bother going through the trauma  of putting in a system  if it does not impact on improving your customer service.= To this end ORIX is now conducting independent Customer Enrichment surveys on  a monthly basis as part of our continu= ous improvement  program. It does not finish here= each request or complaint  is noted in = CMS and followed up.= 3;
Organisational Cha= nge
The introduction of CRM has allowed ORIX to re model its structure to enable its employees , whatever their role is,  to be involved in Finding and Keeping Customers. <= /span>
A few results of o= ur CRM journey to date.
Financial performance= has turned around.
profit 2000-2001 $1 Million
profit 2001-2002 $13 Million
profit 2002-2003 Forecasted continued growth 2001-2002.
Customer service level KPI= ’s can now be measured through CMS enabling ORIX to report our service levels to our customers = and use this information to continuously improve. Customers are responding with positive evi= dence of service improvement.
Operational reports for the Novated Lease Centre feed into process and service refinements and have facilitated the growth = of its customer base by 20% over the past 12 months, while increasing the measured service = levels in all areas.
Accounts Receivables have = been managed down significantly through relationship and interaction management over the = last 18 months. CMS has enabled 1 staff member reduction during this period - reducing overheads, process costs and outstanding debts.= 3;
Front Office Restructure
ORIX Australia are re-alig= ning the front office to customer needs and satisfaction through relationships. The company is refocussing on “= finding and keeping customers” in an effort to grow customer satisfaction, revenue and profits. A dedicated sales force will be deployed - backed u= p by professional key account and account managers.
Initiate Marketing Team
A new marketing team will = be created to analyse marketed trends and feed the sales and account teams with the informati= on they need to be successful. CMS will be the messenger.
Technology Integra= tion
Along side cultural c= hange, this is a monster hurdle for us, and we will not let it get in our way.= 3;
Our project has always had= this obstacle however we have successfully worked around it to date. Now we must take the next = step and integrate further our e-mail, and operational systems. This will be costly and difficult - however it must happen for us to reach our corporate objectives. Purchasing a package that suits<= span style=3D'mso-spacerun:yes'>  IT requirements for integration but on= ly has limited capabilitie= s in the CRM area,  I would council…….. no.
Measurement and An= alysis
ON contact customer activities analysed on screen by staff - real time.
Sales opportunity management with generic sales processes embedded.
Easily produced team = usage profiles drive continuous CMS improvements towards objectives. =
Where we come from= .
As I said earlier, ORIX wa= s a successful company comprising of many individuals servicing customers  as individuals on an ad hoc basis =
Where are we going= .
We are going to present OR= IX to its customers as a Customer Centric group who have the systems and staff to provide the= m with the service they desire.
What have learnt.<= /b>
Many lessons, too muc= h to go through on a one by one basis.
Failure is the easy option, people make it happen, not the technology, management must be 100% behind the project, listen,= and remember some problems have no right or wrong answers. Do not let IT run the project, however their technical supp= ort is invaluable and they must be involved, but even they must agree - it is the users who ha= ve to use the system. Design it for the staff. Use expert help and don’t be too shy to say - we need help. Make sure you embed an external partner into your business (if you use one) and don’t shed = the “ownership” of the project.
Pros and Cons - our experience shared.
Its all up - no Cons, a co= mplete culture change, the benefits get bigger the further down the path of CRM you go, however it i= s very easy to loose sight of the objective and be sidetracked into mediocrity.
Do not treat staff co= ncerns or their view with contempt - Listen.
Use your best endeavo= urs to ensure that the system is not seen as " Big Brother "
Keep all staff well inform= ed on the progress and problems encountered - communicate up and down. <= /span>
Thank yo= u for attending my presentation.
I hope I have provided you= with an insight into a real time live case of CRM - nuts and bolts. I trust you found it interesting a= nd I thank you for listening.
May I leave you with = this very old saying:
“The customer is a= lways right, but you will never know if you do not have a CRM system”=
Presenter Mr Dennis Foale
Manager Customer Services - National. <= /div>
ORIX Australia Corporation Limited
Tel: +61 2 9856 6000
Email: dennis.foale@orix.com.au
Internet: www.orix.com.au or www.orix.co.nz
Co-Presenter Mr Dion Davidson
Consultant
SRD Group Limited
Tel: +64 9 414 4555
Email: dion.d@srd-grp.com
Internet: www.srd-grp.com
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var sld=3DGetObj("SlideObj") if( !g_supportsPPTHTML ) { sld.style.visibility=3D"visible" return } if( MakeNotesVis() ) return runAnimations =3D _InitAnimations(); if( IsWin("PPTSld") ) parent.SldUpdated(GetSldId()) g_origSz=3DparseInt(SlideObj.style.fontSize) g_origH=3Dsld.style.posHeight g_origW=3Dsld.style.posWidth g_scaleHyperlinks=3D(document.all.tags("AREA").length>0) if( g_scaleHyperlinks ) InitHLinkArray() if( g_scaleInFrame||(IsWin("PPTSld") && parent.IsFullScrMode() ) ) document.body.scroll=3D"no" _RSW() if( IsWin("PPTSld") && parent.IsFullScrMode() ) FullScrInit(); =09 MakeSldVis(); ChkAutoAdv() if( runAnimations ) { if( document.all("NSPlay") ) document.all("NSPlay").autoStart =3D false; if( sld.filters && sld.filters.revealtrans ) setTimeout( "document.body.start()", sld.filters.revealtrans.duration * = 1000 ); else document.body.start(); } } function MakeSldVis() { var fTrans=3Dg_showAnimation && SldHasTrans() if( fTrans ) { if( g_bgSound ) { idx=3Dg_bgSound.indexOf(","); pptSound.src=3Dg_bgSound.substr( 0, idx ); pptSound.loop=3D -(parseInt(g_bgSound.substr(idx+1))); } SlideObj.filters.revealtrans.Apply() } SlideObj.style.visibility=3D"visible" if( fTrans ) SlideObj.filters.revealtrans.Play() } function MakeNotesVis() { if( !IsNts() ) return false SlideObj.style.display=3D"none" nObj =3D document.all.item("NotesObj") parent.SetHasNts(0) if( nObj ) { nObj.style.display=3D"" parent.SetHasNts(1) } return 1 } function ChkAutoAdv() { if(SldHasTrans()) SlideObj.onfilterchange=3DAutoAdv else AutoAdv() } function AutoAdv() { if(!IsWin("PPTSld") || !gUseSldTimings )return var sld=3DGetCurSld() if( (sld.mAdvDelay>0) && !parent.IsFramesMode() ) setTimeout("parent.GoToNextSld()",sld.mAdvDelay) } function GetObj(id) { if(g_supportsPPTHTML) return document.all(id); else return document.getElementById(id); } function SldHasTrans() { return SlideObj.style.getAttribute("filter")!=3D""= } function GetSldId() { return sId=3Dlocation.href.substring(location.href.la= stIndexOf('/')+1) } function HideMenu() { if( frames["PPTSld"] && PPTSld.document.all.item("ctx= tmenu") && PPTSld.ctxtmenu.style.display!=3D"none" ) { PPTSld.ctxtmenu.styl= e.display=3D'none'; return true } return false } function IsWin( name ) { return window.name =3D=3D name } function IsNts() { return IsWin("PPTNts") } function IsSldOrNts() { return( IsWin("PPTSld")||IsWin("PPTNts") ) } function SupportsPPTAnimation() { return( navigator.platform =3D=3D "Win32"= && navigator.appVersion.indexOf("Windows")>0 ) } function SupportsPPTHTML() { var appVer=3Dnavigator.appVersion, msie=3DappVer.indexOf("MSIE "), ver=3D0 if( msie >=3D 0 ) ver=3DparseFloat( appVer.substring( msie+5, appVer.indexOf(";",msie) ) ) else ver=3DparseInt(appVer) return( ver >=3D 4 && msie >=3D 0 ) } function _RSW() { if( !g_supportsPPTHTML || IsNts() || ( !g_scaleInFrame && (!IsWin("PPTSld") || !parent.IsFullScrMode()) ) ) return var padding=3D0; if( IsWin("PPTSld") && parent.IsFramesMode() ) padding=3D6 cltWidth=3Ddocument.body.clientWidth-padding cltHeight=3Ddocument.body.clientHeight-padding factor=3D(1.0*cltWidth)/g_origW if( cltHeight < g_origH*factor ) factor=3D(1.0*cltHeight)/g_origH newSize =3D g_origSz * factor if( newSize < 1 ) newSize=3D1 s=3DSlideObj.style s.fontSize=3DnewSize+"px" s.posWidth=3Dg_origW*factor s.posHeight=3Dg_origH*factor s.posLeft=3D(cltWidth-s.posWidth+padding)/2 s.posTop=3D(cltHeight-s.posHeight+padding)/2 if( g_scaleHyperlinks ) ScaleHyperlinks( factor ) } function _InitAnimations() { animRuntimeInstalled =3D ''+document.body.localTime !=3D 'undefined'; isFullScreen =3D (window.name =3D=3D "PPTSld") && !parent.IsFramesMode(); g_animUseRuntime =3D g_showAnimation && animRuntimeInstalled && !(isFullSc= reen && parent.IsSldVisited()); if( g_animUseRuntime ) { collSeq =3D document.all.tags("seq"); if( collSeq !=3D null ) { for(ii=3D0;ii numSlds ) gSldJumpIdx =3D numSlds; if ( gSldJumpIdx >=3D 0 ) { if ( gSldJumpIdx =3D=3D 0 ) gSldJumpIdx =3D 1; var jumpTo =3D parseInt(gSldJumpIdx); gSldJump =3D 0; gSldJumpIdx =3D ""; win.GoToSld( parent.GetSldList().mList[jumpTo-1].mSldHref ) } } } function _KDH() { if( event.keyCode =3D=3D 8 ) { event.returnValue =3D 0; parent.GoToPrevSld(); } } function DocumentOnClick() { if( IsNts() || parent.HideMenu() ) return; if( ( g_allowAdvOnClick && !parent.IsFramesMode() ) || (event && (event.keyCode=3D=3D32) ) ) parent.GoToNextSld(); } var g_supportsPPTHTML =3D SupportsPPTHTML(), g_scaleInFrame =3D 1, gId=3D""= , g_bgSound=3D"", g_scaleHyperlinks =3D false, g_allowAdvOnClick =3D 1, g_showInBrowser = =3D 0, gLoopCont =3D 0, gUseSldTimings =3D 1; var g_showAnimation =3D g_supportsPPTHTML && SupportsPPTAnimation() && ( (w= indow.name=3D=3D"PPTSld" && !parent.IsFramesMode()) || g_showInBrowser );va= r g_animManager =3D null; var g_animUseRuntime =3D false; var g_animItemsToHide, g_animInteractiveItems, g_animSlideTime; var g_animMainSequence =3D null; var ENDSHOW_MESG=3D"End of slide show, click to exit.", SCREEN_MODE=3D"Fram= es", gIsEndShow=3D0, NUM_VIS_SLDS=3D12, SCRIPT_HREF=3D"script.js", FULLSCR_= HREF=3D"fullscreen.htm"; var gCurSld =3D gPrevSld =3D 1, g_offset =3D 0, gNtsOpen =3D gHasNts =3D gO= tlTxtExp =3D 0, gHasNarration =3D 0, gOtlOpen =3D true window.gPPTHTML=3DSupportsPPTHTML() var gMainDoc=3Dnew Array(new hrefList("slide0001.htm",1,-1,1),new hrefList(= "slide0002.htm",1,-1,1),new hrefList("slide0013.htm",1,-1,1),new hrefList("= slide0003.htm",1,-1,1),new hrefList("slide0004.htm",1,-1,1),new hrefList("s= lide0005.htm",1,-1,1),new hrefList("slide0011.htm",1,-1,1),new hrefList("sl= ide0006.htm",1,-1,1),new hrefList("slide0007.htm",1,-1,1),new hrefList("sli= de0009.htm",1,-1,1),new hrefList("slide0010.htm",1,-1,1),new hrefList("slid= e0012.htm",1,-1,1)); function FullScrInit() { g_allowAdvOnClick =3D GetCurSld().mAdvOnClk document.body.style.backgroundColor=3D"black" document.oncontextmenu=3Dparent._CM; document.onkeydown =3D _KDH; document.ondragstart=3DCancel document.onselectstart=3DCancel self.focus() } function Redirect( frmId ) { var str=3Ddocument.location.hash,idx=3Dstr.indexOf('#'), sId=3DGetSldId() if(idx>=3D0) str=3Dstr.substr(1); if( window.name !=3D frmId && ( sId !=3D str) ) { obj =3D GetObj("Main-File") window.location.href=3Dobj.href+"#"+sId return 1 } return 0 } var MHTMLPrefix =3D CalculateMHTMLPrefix(); function CalculateMHTMLPrefix() { if ( document.location.protocol =3D=3D 'mhtml:') { href=3Dnew String(document.location.href) Start=3Dhref.indexOf('!')+1 End=3Dhref.lastIndexOf('/')+1 if (End < Start) return href.substring(0, Start) else return href.substring(0, End) } return ''; } function GetTags(base,tag) { if(g_supportsPPTHTML) return base.all.tags(tag); else return base.getElementsByTagName(tag); } function UpdNtsPane(){ if(frames["PPTNts"]) PPTNts.location.replace( MHTMLP= refix+GetHrefObj( gCurSld ).mNtsHref ) } function UpdNavPane( sldIndex ){ if(gNavLoaded) PPTNav.UpdNav() } function UpdOtNavPane(){ if(gOtlNavLoaded) PPTOtlNav.UpdOtlNav() } function UpdOtlPane(){ if(gOtlLoaded) PPTOtl.UpdOtl() } function SetHasNts( fVal ) { if( gHasNts !=3D fVal ) { gHasNts=3DfVal UpdNavPane() } } function ToggleOtlText() { gOtlTxtExp=3D!gOtlTxtExp UpdOtlPane() } function ToggleOtlPane() { frmset=3Ddocument.all("PPTHorizAdjust") frm=3Ddocument.all("PPTOtl") if( gOtlOpen ) frmset.cols=3D"*,100%" else frmset.cols=3D"25%,*" gOtlOpen=3D!gOtlOpen frm.noResize=3D!frm.noResize UpdOtNavPane() } function ToggleNtsPane() { frmset=3Ddocument.all("PPTVertAdjust") frm=3Ddocument.all("PPTNts") if( gNtsOpen ) frmset.rows=3D"100%,*" else frmset.rows=3D"*,20%" gNtsOpen=3D!gNtsOpen UpdNtsPane() } function ClearMedia() { if (PPTSld.pptSound) PPTSld.pptSound.loop =3D 0; } function FullScreen() { if ( PPTSld.g_animUseRuntime ) PPTSld.document.body.pause(); ClearMedia(); var href =3D ( document.location.protocol =3D=3D 'mhtml:') ? FULLSCR_HREF = : FULLSCR_HREF+"#"+GetHrefObj(gCurSld).mSldHref; if(PPTNav.event.ctrlKey) { var w =3D (window.screen.availWidth * 1.0) / 2.0 var h =3D w * (PPTSld.g_origH * 1.0) / PPTSld.g_origW win =3D window.open( MHTMLPrefix+href,null,"toolbar=3D0,resizable=3D1,top= =3D0,left=3D0," + "width=3D"+ w + ",height=3D" + h ); if( PPTSld.g_animUseRuntime ) win.document.body.PPTSldFrameset=3Dwindow; } else { win =3D window.open( MHTMLPrefix+href,null,"fullscreen=3Dyes" ); if( PPTSld.g_animUseRuntime ) win.document.body.PPTSldFrameset=3Dwindow; } } function ToggleVNarration() { rObj=3DPPTSld.document.all("NSPlay") if( rObj && !PPTSld.g_animUseRuntime ) { if( (rObj.playState =3D=3D 1)||(rObj.playState =3D=3D 0) ) rObj.Play() else if( rObj.playState =3D=3D 2 ) rObj.Pause() else return; } else if( PPTSld.g_animUseRuntime ) { narObj =3D PPTSld.document.all("narrationID") if( narObj ) narObj.togglePause() } } function GetCurSldNum() { obj=3DGetHrefObj(gCurSld) if( obj.mOrigVis =3D=3D 1 ) return obj.mSldIdx else return gCurSld } function GetNumSlds() { if( GetHrefObj(gCurSld).mOrigVis =3D=3D 1 ) return GetSldList().mNumVisSlds; else return GetSldList().mList.length } function GetSldNum( href ) { for(ii=3D0; ii 1 ) PopSldList(); else if( !IsFramesMode() ) { if( gLoopCont ) GoToFirst() else EndShow() } } function GoToPrevSld() { ii=3DgCurSld-1 if( ii > 0 ) { obj=3DGetHrefObj(ii) while ( obj && ( obj.mVis =3D=3D 0 ) && ( ii>0 ) ) obj=3DGetHrefObj(--ii) if( ii =3D=3D 0 ) ii=3D1 GoToSldNum(ii) } } function GoToFirst(){ GoToSld( GetHrefObj(1).mSldHref ) } function GoToLast() { ii=3DGetSldList().mList.length if( ii !=3D gCurSld ) GoToSld( GetHrefObj(ii).mSldHref ) } function GoToSldNum( num ) { if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue obj =3D GetHrefObj( num ) obj.mVis=3D1 gPrevSld=3DgCurSld gCurSld =3D num; PPTSld.location.replace(MHTMLPrefix+obj.mSldHref) if( IsFramesMode() ) { UpdNavPane(); UpdOtlPane(); UpdNtsPane() } } function GoToSld( href ) { if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue GetHrefObj( GetSldNum(href) ).mVis=3D1 PPTSld.location.replace(MHTMLPrefix+href) } function SldUpdated( id ) { if( id =3D=3D GetHrefObj(gCurSld).mSldHref ) return gPrevSld=3DgCurSld gCurSld=3DGetSldNum(id) if( IsFramesMode() ) { UpdNavPane(); UpdOtlPane(); UpdNtsPane() } } function PrevSldViewed(){ GoToSld( GetHrefObj(gPrevSld).mSldHref ) } function HasPrevSld() { return ( gIsEndShow || ( gCurSld !=3D 1 && GetHrefO= bj( gCurSld-1 ).mVis =3D=3D 1 )||( GetCurSldNum() > 1 ) ) } function HasNextSld() { return (GetCurSldNum() !=3D GetNumSlds()) } function CloseWindow() { if( HideMenu() ) return; var event =3D PPTSld.event; if( !IsFramesMode() && event && (event.keyCode=3D=3D27 || event.keyCode=3D= =3D32 || event.type=3D=3D"click" ) ) window.close( self ); CatchNumKeys( self, event ); } function Unload() { gIsEndShow=3D0; } function SetupEndShow() { gIsEndShow=3D1; PPTSld.document.body.scroll=3D"no"; PPTSld.document.onkeypress=3DCloseWindow; PPTSld.document.onclick=3DCloseWindow; PPTSld.document.oncontextmenu=3D_CM; } function EndShow() { if( IsFramesMode() ) return if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue doc=3DPPTSld.document doc.open() doc.writeln('


' + ENDSHOW_MESG + '

') doc.close() } function SetSldVisited(){ GetSldList().mList[gCurSld-1].mVisited=3Dtrue } function IsSldVisited(){ return GetSldList().mList[gCurSld-1].mVisited } function hrefList( sldHref, visible, advDelay, advClk ) { this.mSldHref=3D this.mNtsHref =3D sldHref this.mOrigVis=3D this.mVis =3D visible this.mVisited=3D false this.mAdvDelay=3D advDelay this.mAdvOnClk=3D advClk } function SldList(arr,curSld,fEnd) { this.mCurSld =3D curSld; this.mList =3D new Array(); var idx =3D 1; for(ii=3D0;ii 0) { PushSldList(sldList,fEnd); gCurSld =3D 1; } else if( PPTSld.event ) PPTSld.event.cancelBubble=3Dtrue } function PushSldList(arr,fEnd) { var ii =3D gSldStack.length; gSldStack[ii] =3D new SldList(arr,gCurSld,fEnd); GoToSld( gSldStack[ii].mList[0].mSldHref ); } function PopSldList() { if (gSldStack[gSldStack.length-1].fEndShow) EndShow() else { gCurSld =3D gSldStack[gSldStack.length-1].mCurSld; gSldStack[gSldStack.length-1] =3D null; gSldStack.length--; var sldList =3D gSldStack[gSldStack.length-1]; GoToSld( sldList.mList[gCurSld - 1].mSldHref ); } } var custShowList=3Dnew Array(); function ImgBtn( oId,bId,w,action ) { var t=3Dthis t.Perform =3D _IBP t.SetActive =3D _IBSetA t.SetInactive=3D _IBSetI t.SetPressed =3D _IBSetP t.SetDisabled=3D _IBSetD t.Enabled =3D _IBSetE t.ChangeIcon =3D null t.UserAction =3D action t.ChgState =3D _IBUI t.mObjId =3D oId t.mBorderId=3D bId t.mWidth =3D w t.mIsOn =3D t.mCurState =3D 0 } function _IBSetA() { if( this.mIsOn ) { obj=3Dthis.ChgState( gHiliteClr,gShadowClr,2 ) obj.style.posTop=3D0 } } function _IBSetI() { if( this.mIsOn ) { obj=3Dthis.ChgState( gFaceClr,gFaceClr,1 ) obj.style.posTop=3D0 } } function _IBSetP() { if( this.mIsOn ) { obj=3Dthis.ChgState( gShadowClr,gHiliteClr,2 ) obj.style.posLeft+=3D1; obj.style.posTop+=3D1 } } function _IBSetD() { obj=3Dthis.ChgState( gFaceClr,gFaceClr,0 ) obj.style.posTop=3D0 } function _IBSetE( state ) { var t=3Dthis GetObj( t.mBorderId ).style.visibility=3D"visible" if( state !=3D t.mIsOn ) { t.mIsOn=3Dstate if( state ) t.SetInactive() else t.SetDisabled() } } function _IBP() { var t=3Dthis if( t.mIsOn ) { if( t.UserAction !=3D null ) t.UserAction() if( t.ChangeIcon ) { obj=3DGetObj(t.mObjId) if( t.ChangeIcon() ) obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-4)*t.mWidth else obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-0)*t.mWidth } t.SetActive() } } function _IBUI( clr1,clr2,nextState ) { var t=3Dthis SetBorder( GetObj( t.mBorderId ),clr1,clr2 ) obj=3DGetObj( t.mObjId ) obj.style.posLeft=3Dobj.style.posLeft+(t.mCurState-nextState)*t.mWidth-obj= .style.posTop t.mCurState=3DnextState return obj } function TxtBtn( oId,oeId,action,chkState ) { var t=3Dthis t.Perform =3D _TBP t.SetActive =3D _TBSetA t.SetInactive=3D _TBSetI t.SetPressed =3D _TBSetP t.SetDisabled=3D _TBSetD t.SetEnabled =3D _TBSetE t.GetState =3D chkState t.UserAction =3D action t.ChgState =3D _TBUI t.mObjId =3D oId t.m_elementsId=3D oeId t.mIsOn =3D 1 } function _TBSetA() { var t=3Dthis if( t.mIsOn && !t.GetState() ) t.ChgState( gHiliteClr,gShadowClr,0,0 ) } function _TBSetI() { var t=3Dthis if( t.mIsOn && !t.GetState() ) t.ChgState( gFaceClr,gFaceClr,0,0 ) } function _TBSetP() { if( this.mIsOn ) this.ChgState( gShadowClr,gHiliteClr,1,1 ) } function _TBSetD() { this.ChgState( gFaceClr,gFaceClr,0,0 ) this.mIsOn =3D 0 } function _TBSetE() { var t=3Dthis if( !t.GetState() ) t.ChgState( gFaceClr,gFaceClr,0,0 ) else t.ChgState( gShadowClr,gHiliteClr,1,1 ) t.mIsOn =3D 1 } function _TBP() { var t=3Dthis if( t.mIsOn ) { if( t.UserAction !=3D null ) t.UserAction() if( !t.GetState ) return if( t.GetState() ) t.SetPressed() else t.SetActive() } } function _TBUI( clr1,clr2,lOffset,tOffset ) { SetBorder( GetObj( this.mObjId ),clr1,clr2 ) Offset( GetObj( this.m_elementsId ),lOffset,tOffset ) } function Offset( obj, top, left ){ obj.style.top=3Dtop; obj.style.left=3Dle= ft } function SetBorder( obj, upperLeft, lowerRight ) { s=3Dobj.style; s.borderStyle =3D "solid" s.borderWidth =3D 1 s.borderLeftColor =3D s.borderTopColor =3D upperLeft s.borderBottomColor=3D s.borderRightColor =3D lowerRight } function GetBtnObj(){ return gBtnArr[window.event.srcElement.id] } function BtnOnOver(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetActive() } function BtnOnDown(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetPressed() } function BtnOnOut(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetInactive() } function BtnOnUp() { b=3DGetBtnObj() if( b !=3D null ) b.Perform() else Upd() } function GetNtsState(){ return parent.gNtsOpen } function GetOtlState(){ return parent.gOtlOpen } function GetOtlTxtState(){ return parent.gOtlTxtExp } function NtsBtnSetFlag( fVal ) { s=3Ddocument.all.item( this.m_flagId ).style s.display=3D"none" if( fVal ) s.display=3D"" else s.display=3D"none" } function _BSetA_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S= etActive() } function _BSetI_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S= etInactive() } var gHiliteClr=3D"THREEDHIGHLIGHT",gShadowClr=3D"THREEDSHADOW",gFaceClr=3D"= THREEDFACE" var gBtnArr =3D new Array() gBtnArr["nb_otl"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOtlPan= e,GetOtlState ) gBtnArr["nb_otlElem"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOt= lPane,GetOtlState ) gBtnArr["nb_nts"] =3D new TxtBtn( "nb_nts","nb_ntsElem",parent.ToggleNtsPan= e,GetNtsState ) gBtnArr["nb_prev"]=3D new ImgBtn( "nb_prev","nb_prevBorder",30,parent.GoToP= revSld ) gBtnArr["nb_next"]=3D new ImgBtn( "nb_next","nb_nextBorder",30,parent.GoToN= extSld ) gBtnArr["nb_sldshw"]=3D new ImgBtn( "nb_sldshw","nb_sldshwBorder",18,parent= .FullScreen ) gBtnArr["nb_sldshwBorder"] =3D new TxtBtn( "nb_sldshw","nb_sldshwBorder",pa= rent.FullScreen,null ) gBtnArr["nb_sldshwBorder"].SetActive =3D _BSetA_Border; gBtnArr["nb_sldshwBorder"].SetInactive =3D _BSetI_Border; gBtnArr["nb_sldshwText"] =3D new TxtBtn( "nb_sldshw","nb_sldshwText",parent= .FullScreen,null ) gBtnArr["nb_sldshwText"].SetActive =3D _BSetA_Border; gBtnArr["nb_sldshwText"].SetInactive =3D _BSetI_Border; gBtnArr["nb_voice"] =3D new ImgBtn( "nb_voice","nb_voiceBorder",18,parent.= ToggleVNarration ) gBtnArr["nb_otlTxt"]=3D new ImgBtn( "nb_otlTxt","nb_otlTxtBorder",23,parent= .ToggleOtlText ) gBtnArr["nb_nts"].m_flagId=3D "notes_flag" gBtnArr["nb_nts"].SetFlag =3D NtsBtnSetFlag gBtnArr["nb_otlTxt"].ChangeIcon=3D GetOtlTxtState var sNext=3D"Next",sPrev=3D"Previous",sEnd=3D"End Show",sFont=3D"Arial",sAr= row=3D"Arrow",sFreeform=3D"Freeform",sRect=3D"Rectangle",sOval=3D"Oval" function ShowMenu() { BuildMenu(); var doc=3DPPTSld.document.body,x=3DPPTSld.event.clientX+doc.scrollLeft,y= =3DPPTSld.event.clientY+doc.scrollTop m =3D PPTSld.document.all.item("ctxtmenu") m.style.pixelLeft=3Dx if( (x+m.scrollWidth > doc.clientWidth)&&(x-m.scrollWidth > 0) ) m.style.pixelLeft=3Dx-m.scrollWidth m.style.pixelTop=3Dy if( (y+m.scrollHeight > doc.clientHeight)&&(y-m.scrollHeight > 0) ) m.style.pixelTop=3Dy-m.scrollHeight m.style.display=3D"" } function _CM() { if( !parent.IsFullScrMode() ) return; if(!PPTSld.event.ctrlKey) { ShowMenu() return false } else HideMenu() } function BuildMenu() { if( PPTSld.document.all.item("ctxtmenu") ) return var mObj=3DCreateItem( PPTSld.document.body ) mObj.id=3D"ctxtmenu" mObj.style.visibility=3D"hidden" var s=3DmObj.style s.position=3D"absolute" s.cursor=3D"default" s.width=3D"120px" SetCMBorder(mObj,"menu","black") var iObj=3DCreateItem( mObj ) SetCMBorder( iObj, "threedhighlight","threedshadow" ) iObj.style.padding=3D2 CreateMenuItem( iObj,sNext,M_GoNextSld,M_True ) CreateMenuItem( iObj,sPrev,M_GoPrevSld,M_HasPrevSld ) CreateSeparator( iObj ) CreateMenuItem( iObj,sEnd,M_End,M_True ) mObj.style.visibility=3D"visible" } function Cancel() { window.event.cancelBubble=3Dtrue; window.event.returnVa= lue=3Dfalse } function Highlight() { ChangeClr("activecaption","threedhighlight") } function Deselect() { ChangeClr("threedface","menutext") } function Perform() { e=3DPPTSld.event.srcElement if( e.type=3D=3D"menuitem" && e.IsActive() ) e.Action() else PPTSld.event.cancelBubble=3Dtrue } function ChangeClr( bg,clr ) { e=3DPPTSld.event.srcElement if( e.type=3D=3D"menuitem" && e.IsActive() ) { e.style.backgroundColor=3Dbg e.style.color=3Dclr } } function M_HasPrevSld() { return( parent.HasPrevSld() ) } function M_GoNextSld() { if( gIsEndShow ) M_End(); else GoToNextSld() } function M_GoPrevSld() { if( gIsEndShow ) { history.back(); PPTSld.event.ca= ncelBubble=3Dtrue; } else GoToPrevSld() } function M_True() { return true } function M_End() { window.close( self ) } function CreateMenuItem( node,text,action,eval ) { var e=3DCreateItem( node ) e.type=3D"menuitem" e.Action=3Daction e.IsActive=3Deval e.innerHTML=3Dtext if( !e.IsActive() ) e.style.color=3D"threedshadow" e.onclick=3DPerform e.onmouseover=3DHighlight e.onmouseout=3DDeselect s=3De.style; s.fontFamily=3DsFont s.fontSize=3D"9pt" s.paddingLeft=3D2 } function CreateSeparator( node ) { var sObj=3DCreateItem( node ) SetCMBorder(sObj,"menu","menu") var s=3DsObj.style s.borderTopColor=3D"threedshadow" s.borderBottomColor=3D"threedhighlight" s.height=3D1 s.fontSize=3D"0px" } function CreateItem( node ) { var elem=3DPPTSld.document.createElement("DIV") node.insertBefore( elem ) return elem } function SetCMBorder( o,ltClr,rbClr ) { var s=3Do.style s.backgroundColor=3D"menu" s.borderStyle=3D"solid" s.borderWidth=3D1 s.borderColor=3DltClr+" "+rbClr+" "+rbClr+" "+ltClr } ------=_NextPart_01C31494.E477AEF0 Content-Location: file:///C:/2678D178/ORIX_files/fullscreen.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; 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Outline
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