This is what i commented on Hardi99 video, but he keep delete people video, therefore i assume that soon he will delete off my comments too. That’s why i prepare a back up here..lolxD
Raja Petra Kamaruddin | Blog RTM1 |
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Interviewer get question back
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Service Management (not complete but post it anyway)
Service Management
Chapter 01 Role of Services in an Economy
Service Definition Service enterprises are organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives. “James Fitzsimmons” Role of Service in Economy 1. Service activities enhance quality of life (Bank Industry) 2. Government service activities are necessary for a nation economy to survive and prosper (Clean water, Transportation) Economic Evolution 3 Service Stage 1. Primary (Extractive) Economies are based on extracting natural resources from the land (agriculture, mining, fishing, forestry) 2. Secondary (Goods-Producing) Manufacturing and Processing 3. Tertiary (Domestic Services) Restaurant and Hotel 3 Stages of Economy Development 1. Pre-Industrial 2. Industrial 3. Post-Industrial
Targeting Attractive Market Segment
Market attractiveness
Measure of the profit possibilities that lie within the structure of a particular industry or market. There are many different factors that contribute to market attractiveness. These include: (1) market factors such as growth rate and size of the market; (2) economic factors such as investment potential and industry saturation or rates of inflation affecting consumers’ purchasing power; (3) technological factors such as availability of raw materials; (4) competitive factors including the types of rival business and the bargaining power of suppliers; and (5) environmental factors such as the existing regulatory climate and the degree of social acceptance for a product within a particular market.
Competitive Position
Competitive positioning is about defining how you’ll “differentiate” your offering and create value for your market. It’s about carving out a spot in the competitive landscape and focusing your company to deliver on that strategy. A good strategy includes
Market profile: size, competitors, stage of growth
Customer segments: groups of prospects with similar wants & needs
Competitive analysis: strengths, weaknesses, opportunities and threats in the landscape
Positioning strategy: how you’ll position your offering to focus on opportunities in the market
Value proposition: the type of value you’ll deliver to the market
When your market clearly sees how your offering is different than that of your competition, it’s easier to generate new prospects and guide them to buy. Without differentiation, it takes more time and money to show prospects why they should choose you; as a result, you often end up competing on price – a tough position to sustain over the long term.
One of the key elements of your positioning strategy is your value proposition. There are three essential types of value: operational excellence, product leadership and customer intimacy.
Before you begin
Your competitive positioning strategy is the foundation of your entire business – it’s the first thing you should do if you’re launching a new company or product. It’s also important when you’re expanding or looking for a new edge.
Profile your market
Document the size of your market, major competitors and how they’re positioned.
Determine whether your market is in the introductory, growth, mature, or declining stage of its life. This “lifecycle stage” affects your entire marketing strategy.
Segment your market
Understand the problems that your market faces. Talk with prospects and customers, or conduct research if you have the time, budget and opportunity. Uncover their true wants and needs – you’ll learn a great deal about what you can deliver to solve their problems and beat your competitors.
Group your prospects into “segments” that have similar problems and can use your product in similar ways. By grouping them into segments, you can efficiently market to each group.
Evaluate your competition
List your competitors. Include any competitors that can solve your customers’ problems, even if their solutions are much different than yours – they’re still your competition.
Rate your own company and your direct competitors on operational efficiency (price), product leadership and customer intimacy. It’s easy to think you’re the best, so be as impartial as you can.
Stake a position
Identify areas where your competition is vulnerable.
Determine whether you can focus on those vulnerable areas – they’re major opportunities.
Identify products/services you can offer to meet the true needs of your market in a new and better way.
Define your value proposition
There are three core types of value that a company can deliver: operational efficiency (the lowest price), product leadership (the best product), or customer intimacy (the best solution & service). Determine which one you’re best equipped to deliver; your decision is your “value proposition.”
I am a right brained!
| Your total score is 13 and the average score is 9.59
Your Grade ** Right brain dominant ** If you score was over 12 then you are right brain dominant. You have a conceptual outlook and prefer to look at the bigger picture. You prefer doing things in random order and you do not like schedules and time limits. You are seen as creative, imaginative and artistic. If your score was below 8 then you are left brain dominant. You prefer things to be in a logical order and like identifying details instead of concepts. You like to plan ahead and are not impulsive in your decision making. You are seen as logical, practical and realistic. If your score was between 8-12 then you use the left and right sides of your brain in a balanced way. Most tasks require that we use more of the left or right side of our brains. By carefully analyzing the task at hand we will be able to see our strengths and weaknesses and make better decisions. Here is a lists of characteristics associated with each side of the brain. |
| Left Brain Functions | Right Brain Functions |
| linear reasoning approach | holistic reasoning approach |
| analytical | conceptual |
| verbal/words | nonverbal/illustrations |
| articulate | has difficulty explaining ideas verbally |
| logical | intuitive |
| responds to word meaning | responds to emotions/tone of voice |
| reality | creative and imaginative |
| likes to make plans | impulsive and spontaneous |
| controls right side of body | controls left side of body |
| sequential processing | random processing, looks for patterns |
| pays attention to details | lacks organization |
| prefers symbols | prefers concrete real objects |
| likes writing | likes drawing |
| math and logic | art |
| math: arithmetic, algebra | math: geometry |
| narrow minded, selective | flexible, variable |
Left and right brain strategies for learning
There are various study techniques and strategies that you can apply depending on your dominant side.
The right brain is considered holistic while the left brain analytical and linear. Left brained individuals prefer to learn with specific details while right brained individuals prefer to be presented with the big picture and then discover the details. Right brained individuals would benefit from reading an outline of the material that they are about to learn. It would be helpful for them to make a quick review before the lecture, for example by reading the introduction of the book and the chapters to be covered.
Right brained individuals are more intuitive while left brained individuals are more logical. Right brained individuals are more skilled at sensing when an answer is right even when they cannot prove why it is correct. They can make sense of information that is not immediately apparent and therefore are better at instinctively arriving at correct answers. Left brained individuals should trust their intuition more when they are not sure about an answer, for example in a multiple choice question they should go with their first choice.
The left side of the brain is better at memorizing words and formulas. Right brained individuals prefer concrete and real objects that they can touch and see. They are more visual and may benefit from visualization and mnemonic techniques that would help them remember words and numbers.
Left brained individuals like to complete tasks in a specific order while right brained individuals are more random and lack organization. Right brained individuals would benefit from keeping a schedule and focusing on time management. They should concentrate on pressing issues and delay tasks that can be completed later.
My Characteristics
Extraverted iNtuitive Thinking Perceiving
by Marina Margaret Heiss
Profile: ENTP
Revision: 3.0
Date of Revision: 26 Feb 2005
“Clever” is the word that perhaps describes ENTPs best. The professor who juggles half a dozen ideas for research papers and grant proposals in his mind while giving a highly entertaining lecture on an abstruse subject is a classic example of the type. So is the stand-up comedian whose lampoons are not only funny, but incisively accurate.
ENTPs are usually verbally as well as cerebrally quick, and generally love to argue–both for its own sake, and to show off their often-impressive skills. They tend to have a perverse sense of humor as well, and enjoy playing devil’s advocate. They sometimes confuse, even inadvertently hurt, those who don’t understand or accept the concept of argument as a sport.
ENTPs are as innovative and ingenious at problem-solving as they are at verbal gymnastics; on occasion, however, they manage to outsmart themselves. This can take the form of getting found out at “sharp practice”–ENTPs have been known to cut corners without regard to the rules if it’s expedient — or simply in the collapse of an over-ambitious juggling act. Both at work and at home, ENTPs are very fond of “toys”–physical or intellectual, the more sophisticated the better. They tend to tire of these quickly, however, and move on to new ones.
ENTPs are basically optimists, but in spite of this (perhaps because of it?), they tend to become extremely petulant about small setbacks and inconveniences. (Major setbacks they tend to regard as challenges, and tackle with determin- ation.) ENTPs have little patience with those they consider wrongheaded or unintelligent, and show little restraint in demonstrating this. However, they do tend to be extremely genial, if not charming, when not being harassed by life in general.
In terms of their relationships with others, ENTPs are capable of bonding very closely and, initially, suddenly, with their loved ones. Some appear to be deceptively offhand with their nearest and dearest; others are so demonstrative that they succeed in shocking co-workers who’ve only seen their professional side. ENTPs are also good at acquiring friends who are as clever and entertaining as they are. Aside from those two areas, ENTPs tend to be oblivious of the rest of humanity, except as an audience — good, bad, or potential.
Some Famous ENTPs:.
Alexander the Great
Confederate General J. E. B. Stuart
Sir Walter Raleigh
Fictional:
Mercutio, from Romeo and Juliet
Horace Rumpole, from John Mortimer’s Rumpole of the Bailey series
Dorothy L. Sayers’s detective Lord Peter Wimsey
A Functional Analysis — by Joe Butt
Extraverted iNtuition
ENTPs are nothing if not unique. Brave new associations flow freely from the unconscious into the world of the living. Making, discovering and developing connections between and among two or more of anything is virtually automatic. The product of intuition is merely an icon of process; ENTPs are in the business of change, improvement, experimentation.
The attraction Extraverted iNtuition has toward the real and physical amounts to a cosmic non sequitur: theory is drawn to practice. Such encounters are clearly puzzling. Both parties–the intuitor and the realist–are aware of a xenic quality in their meeting, with reactions ranging from recoil to reverie..
Introverted Thinking
Thinking is iNtuition’s ready assistant, an embodiment of the sort of logic found in laws, boards and circuits. Thinking’s job is to lend focus and direction to iNtuition’s critical mass. The temporary habitations of changeling iNtuition are constructed of Boolean materials from Thinking’s storehouse. Ultimately, Thinking is no match for iNtuition’s prodigiousness. Systems lie in various states of disarray, fragmentary traces of Thinking’s feverish attempts to shadow and undergird the leaps of the dominant function. One can only suppose that Thinking must continue to work during REM sleep pulling together iNtuition’s brainchildren into integral wholes.
Extraverted Feeling
To the extent that Feeling is developed, ENTPs extravert Feeling judgment. As a result, it is not uncommon to find affability and bonhomie in members of this species. Tertiary functions are potentially utilitarian. Their limitations appear in their relative underdevelopment, diminished endurance, and vulnerability. ENTPs may harness Feeling’s good will in areas such as sales, service, drama, humor and art. ENTP loyalty often runs high and can be hooked by those the ENTP counts as friends.
Introverted Sensing
Like a tail on the kite of iNtuition, Introverted Sensing counterweighs these beings drawn to nonconformity and anarchy. These shadowy sensory forms, so familiar to SJ types, serve as lodestones which many ENTPs employ Herculean measures to escape. “Question authority! (then do exactly what it tells you)” sums up the dilemma in which ENTPs may find themselves by attempting to best the tarbaby Sensing. Occasionally acknowledging awareness of norms and abnormality could, in theory, be potentially freeing.
Additionally, I’ve noticed that ENTPs have the need to have areas of expertise/excellence/uniqueness in which one is second to none. I’ve never beaten an ENTP at his/her own game–not in the final analysis. (e.g., just tonight, my neighbor who is recuperating from an illness received a call from an ENTP friend offering his special recipe for tea. The instructions required only the finest ingredients, a particular brand of orange juice, tea made with a ball–none of those horrid teabags–…, which will of course make the best tea of which he himself drinks 50 gallons each winter!)
A Few More Famous ENTPs
- U.S. Presidents:
- John Adams, 2nd US president.
[Adams appears to have been competing with
Thomas Jefferson to see who would live the
longest. ("Jefferson surv...")] - James A. Garfield (who could reportedly write Latin
with one hand and Greek with the other, simultaneously) - Rutherford B. Hayes
- Theodore “Teddy” Roosevelt
Thomas Edison
Lewis Carrol, author (Alice in Wonderland)
Julia Child
Suzanne Pleshette
George Carlin
Valerie Harper
John Candy
John Sununu
Dr. Bill Bass, forensic anthropologist
Weird Al Yankovick
Marilyn Vos Savant
Alfred Hitchcock
Tom Hanks
David Spade
Céline Dion
Matthew Perry, Chandler (“Friends”)
Rachel Ray
Rodney Dangerfield
Fictional Characters:
“Q” (Star Trek–The Next Generation)
Shirley Feeney (Laverne and Shirley)
Bugs Bunny
Wile E. Coyote
Garfield the cat
Copyright © 1996-2009 by Joe Butt and Marina Margaret Heiss
Decision making
I came across this article that Mr.Lee taught us..Is kinda similar..Well i just post it here so when u free can drop by and see wat is the meaning of every steps and hopefully can aid you in final exam. Reading in papers are for final..browsing thru FB time can browse thru my blog and read “at Least” something rite? So here you go~~!
What are the Steps Involved in Decision Making?
Step 1: The first step involved in a decision making process is to understand the importance of making the decision. You would have to make a list of some important factors like -
- Time required to make the decision
- Result of making a good and a bad decision
- People who would help you
- Who will face the consequences of the decision?
- Affect of the decision on you and the people around you
- What will happen if the decision is not made?
Step 2: Every decision is made to achieve some kind of goal or objective. So, the next step would involve charting down the goals that you want your decision to achieve. At this stage, it is also necessary to make a note of the consequences that are not desirable once the decision is made.
Step 3: For a person to make a decision, he or she has to be confronted with two or more options. If there is no option, making a decision would be impossible. So, the third step requires you to make a draft stating the options that are available to you. One can also create some options that do not exist in reality. Doing this may help you find some solution to your problem and make the decision process a little easier. Once you have listed the available options, you have to examine each option and make a section for options that sound to be very promising and those that seem not so relevant. However, you have to be careful not to take out any option from your list before it is analyzed in detail.
Step 4: Step 4 is where you have to analyze the different options in detail. Your analysis would be on the basis of what would be the result of each option available to you. You can take the help of different people at this stage, asking them to give their opinion on each option. Here, you would be able to recognize certain options that require more research or contemplation. This stage is a filtration process where the options that seem to be irrelevant should be taken out of the list and only the best possible ones retained.
Step 5: At this step, you have to develop some criteria, according to which you have to compare the various options available to you. These criteria are conditions that would help you in evaluating the different options and would aid you in taking the decision.
Step 6: Once you have decided on the criteria, it is time for analysis of each option according to the set conditions. Make a table, where the criteria appears in columns and options appear in rows. Rate each option with a numerical digit, as per how it would be beneficial for each criteria.
Step 7: After rating the available options according to criteria, at the seventh step, try to combine different options that are available to you and see whether you can come up with a better solution, instead of just choosing one option. You also have to summarize the results you got for each option to make the final decision.
Step 8: This is the final stage, where you have to make the ultimate decision. Before you do this it is important to go through all the steps and recheck all the information. This would be beneficial for delaying the time of taking the final decision, if you find any missing information. One very important thing that you have to keep in mind is that every decision you take would have some level of risk. Knowing the potential risk involved in the decision one makes would aid in preparing for the problem that arises with the decision.
These 8 steps to decision making process are essential decision making techniques that would prevent one from choosing the wrong option. This is also an important way of learning proper decision making skills that would assist you in every decision you make.
By Deepa Kartha
Adding on to that
Basically our problem normally come when answering questions, we tend to misunderstood the meaning of “Criteria” and “Alternatives” we dont know what to put in criteria and alternatives. Well basically the differences is
“Alternatives. These are the possibilities one has to choose from. Alternatives can be identified (that is, searched for and located) or even developed (created where they did not previously exist). Merely searching for preexisting alternatives will result in less effective decision making.” (http://www.virtualsalt.com/crebook5.htm)
“Criteria. These are the characteristics or requirements that each alternative must possess to a greater or lesser extent. Usually the alternatives are rated on how well they possess each criterion. For example, alternative Toyota ranks an 8 on the criterion of economy, while alternative Buick ranks a 6 on the same criterion.” (http://www.virtualsalt.com/crebook5.htm)
So i found a few standard sets of criteria that we can use when we answer question. Here you go~~!
Decision Making Criteria
Criteria are constantly used in decision making. The nature of the decision will often determine the criteria used. People may have their own personal criteria, and often, organizational policies will dictate criteria to be used. In any event, have a clear picture of the criteria you will be using. Criteria can have sub-criteria, too. Every decision problem will have its own criteria. To stimulate your thinking, here are just some of the possible criteria you may use:
| Acceptance Accuracy Achievable Advertising Age Approval Climate Complexity Cost of living Distance |
Emotions Employment Environment Errors Ethics Facilities Gender Housing Internet Laws of change |
Location Logic Management Market Market share Measure Money Output Personnel Protection |
Regularities Regulations Relevance Reports Research Resources Sales Skills Teams Transportation |
Well as we know that Alternatives are very complex and vary from different situations, therefore there are not specific set of alternatives that we can use. But based on the following understanding we can make better alternatives in final exam. Here you go~~!
“Having identified the problem, the decision-maker needs to generate appropriate alternatives for resolving the problem. An understanding of organizational and external constraints as well as organizational resources helps in identifying the range of feasible action alternatives open to the decision-maker. A proper assessment of what is possible helps them to rule out infeasible options. Sometimes the alternatives for resolving different problems are obvious. However, more often than not, there could be a real possibility of generating comprehensive alternatives, which could address more than one problem area while respecting differing points of view.”
I hope this can help you guys in final exam for Mr.Lee on Decision Making.
Distribution channel
The following table describes the factors that influence the choice of distribution channel by a business:
| Influence | Comments |
| Market factors | An important market factor is “buyer behaviour”; how do buyer’s want to purchase the product? Do they prefer to buy from retailers, locally, via mail order or perhaps over the Internet? Another important factor is buyer needs for product information, installation and servicing. Which channels are best served to provide the customer with the information they need before buying? Does the product need specific technical assistance either to install or service a product? Intermediaries are often best placed to provide servicing rather than the original producer – for example in the case of motor cars.
The willingness of channel intermediaries to market product is also a factor. Retailers in particular invest heavily in properties, shop fitting etc. They may decide not to support a particular product if it requires too much investment (e.g. training, display equipment, warehousing). Another important factor is intermediary cost. Intermediaries typically charge a“mark-up” or “commission” for participating in the channel. This might be deemed unacceptably high for the ultimate producer business. |
| Producer factors | A key question is whether the producer have the resources to perform the functions of the channel? For example a producer may not have the resources to recruit, train and equip a sales team. If so, the only option may be to use agents and/or other distributors.
Producers may also feel that they do not possess the customer-based skills to distribute their products. Many channel intermediaries focus heavily on the customer interface as a way of creating competitive advantage and cementing the relationship with their supplying producers. Another factor is the extent to which producers want to maintain control over how, to whom and at what price a product is sold. If a manufacturer sells via a retailer, they effective lose control over the final consumer price, since the retailer sets the price and any relevant discounts or promotional offers. Similarly, there is no guarantee for a producer that their product/(s) are actually been stocked by the retailer. Direct distribution gives a producer much more control over these issues. |
| Product factors | Large complex products are often supplied direct to customers (e.g. complex medical equipment sold to hospitals). By contrast perishable products (such as frozen food, meat, bread) require relatively short distribution channels – ideally suited to using intermediaries such as retailers. |
Distribution Intensity
There are three broad options – intensive, selective and exclusive distribution:
Intensive distribution aims to provide saturation coverage of the market by using all available outlets. For many products, total sales are directly linked to the number of outlets used (e.g. cigarettes, beer). Intensive distribution is usually required where customers have a range of acceptable brands to chose from. In other words, if one brand is not available, a customer will simply choose another.
Selective distribution involves a producer using a limited number of outlets in a geographical area to sell products. An advantage of this approach is that the producer can choose the most appropriate or best-performing outlets and focus effort (e.g. training) on them. Selective distribution works best when consumers are prepared to “shop around” – in other words – they have a preference for a particular brand or price and will search out the outlets that supply.
Exclusive distribution is an extreme form of selective distribution in which only one wholesaler, retailer or distributor is used in a specific geographical area.
Adopted www.tutor2u.net
Life
I give you so much, and you give me so little.
You stand here at this point, looking back those years and hating the person u see you are, and that person is doing the things he likes. You stand here at this point, looking in the future and start hating the person you see you are, because he is doing the things that he doesn’t like.
Mom is ever forgiving
When we push ourself as far as we could to see where is our limits ends, but we often forgotten to look back to see how far we have been.
Nokia 5800
And finally i bought Nokia 5800! Is now about 2 1/2 months old. The reason why i dint mention in my blog that i bought Nokia 5800 is becoz, first, i dont wan to be over reacted on my new phone, and second is becoz i havent fully known the phone yet. Now that i owned it and used it and played with it, im now entitle to speak about it!
Well there are a few set backs that i consider why a high anticipated phone doesnt overwhelmed me that much. First, and also i knew that the touch screen is actually not “touch” compared to iphone, its a punching screen phone. Well becoz the difference is, whenever a phone provide you a stylus, you cant expect the phone to be as sensitive as it is. You got to tap harder or punch harder to get it moving. Not much on the touch screen you can expect from Nokia 5800 compared to iphone. That’s number one!
Second, from vertical to horizontal view. When you flip you phone over to either type a msg, or view a picture, it take quite some time to load the images, [psst~ sometimes it really annoyed you]. But hey! What could you expect with the price you pay?
Third, youtube! I not quite sure whether am i suppose to get this problem, but i just state it here so that i can get confirmation. When viewing youtube using the existing web browser, when a video is playing initially works fine, till it reach like 5 seconds it stop playing. Even you tap it to view it full screen, the loading still go on, but is like you hitting pause button, the video stop! What i got to do is to drag the video from the start to let it play again. That’s sucks! Another thing, you cant watch more that 3 videos at a go, as you can feel the phone had a high fever! That’s sucks too! Another one, you can load video faster by using existing browser compared to the application for youtube which is downloadable in Ovi store.
Fourth, another symptom wic i not sure i shud get it or not. Whenever you lock and unlock your phone, there will be a vibration rite? But when you are charging your phone, the phone wont vibrate at all. I dont know why!
Overall these are the things that puzzle and annoyed me the most. But most comment question ask is that touch screen! Damn! How can you compare to iphone? And another thing, if you think that iphone touch screen is better, seriously~ go get one. I can tell ensure you, that you will get the same problem hitting the wrong key, especially when messaging or type something. Come on! Price speak by itself guys!
What is the things impress me the most?
Oh~ I really can say, alot! Why? Becoz due to the fact that i never owned a smart phone before (jakun) and never owned such high functional phone. I dint expect much becoz of my previous phone can basically [call,text, rarely take picture] But this phone really amazed me!
Application!!!!!! IS FREE!!!! You wouldnt believe that whatever you want this phone to do [based on a computer functionality] It can happen with this phone. Browsing using wi-fi, taking pic, listen music playing games! I know all these can happen with a lousy phone too, but HEY! Im stating quality here! Unbelievable! I listen to music on the bus for almost 2 hours, not a single battery bar drop! I played game the whole day, it went to half! I talk till my mouth is dried up, it went to half! Im comparing this to my previous phone of course! That phone cant do shit! Everyday have to charge! DAMN!
You know what i like to do with this phone? I played counterstrike online as you ppl know, so i got no time to answer call [even a second causes death]. So whenever someone call, i will unplug the headset from my pc and plug it in my phone to answer the call without even have to leave my game! Cool rite? LOL…i can talk for hours wic i did before while playing my game! LOL..sorry over excited becoz my previous phone cant do that!
Next, the USB works amazing!!! Whats the hassle of other phone had whenever you want to transfer stuff from pc to you phone? I dont know! But what i know is my previous phone cant plug and play unless you had the software installed! So with this phone, connect with the USB, you can start transferring stuff in to your memory card! Damn! works like a pendrive!!! Impress, really impressed!
Touch screen had been my passion, as you can see from my previous entries, the types of phone i choose to discuss are all touch screen phones. I cannot afford an iphone unlike others. But im really satisfied on what Nokia 5800 had offered me. IF i had the money to buy or a choice to choose again, I still stick to Nokia 5800 becoz before a person gets an iphone, his hopes and dreams for the phone, expectation level way too high! So when you ask them “how was it?” they replied “ok la not that bad”. Coz this Nokia 5800 isnt the perfection, we tend to express more whenever ppl ask us “how was it?” That spark the conversation in technologies discussion, instead “ok la not that bad” to end the conversation. This is my personal point of viewed and doesnt insult or critized others, this is my honest point of view thats all. Hope no one offended.
Rite…so all in all, a good phone with a good price. If you thinking whether to get this or not, and it’s been in your head damn long! Dont hesitate to consider this phone as your first choice! Trust me, you will love it, all you got to do is give it sometime to impress you!
3x