This document contains definitions and examples of various business terms relevant for network security professionals, including closed loop process, flowchart, Kepner-Tregoe problem analysis, trend analysis, Gantt chart, milestone, project scope, turnover rate, work breakdown structure, and scope creep. Each term is defined in 1-2 sentences and accompanied by a hyperlink example.

1. CIS102: Customer Service
Business Terms for Network Security Professionals
ECPI University, Raleigh Campus

2.  Chapter 6-7
 Business Skills For Technical
Professionals:
Power Point Presentation

3. Closed Loop Process
 A process that changes it output based on
feedback

4. Closed Loop Process
. http://www8.hp.com/us/en/software-
solutions/software.html?compURI=1195006#.UO2cwKzNp8E

5. Flowchart
 A diagram that shows the sequence of tasks that
occur in a process

6. Flowchart
http://forums.tweaktown.
com/asrock/51037-z68-
extreme-3-gen-3-bios-ver-
2-30-killed-my-pc-error-
d6-3.html

7. Kepner-Tregoe Problem Analysis
 A proprietary problem analysis technique developed
by Charles Kepner and Ben Tregoe that involves
defining and describing the problem, establishing
possible causes, testing the most probable cause and
verifying the true cause.

8. Kepner-Tregoe Problem Analysis
http://www.kepner-tregoe.com/knowledge-center/success-stories/foil-in-the-brake-
valve-inlet-filters/

9. Trend Analysis
 A methodical way of determining and, when
possible, forecasting, service trends

10. Trend Analysis
http://www.dividendtree.net/analysis/teg-stock-analysis-for-dividend-growth-
portflio/

11. Gantt Image
 A type of bar chart that is often used to illustrate a
project schedule

12. Gantt Image
https://support.sas.com/rnd/app/or/pm/gantt.html

13. Milestone
 A key or Important event in the life of a project

14. Milestone
 http://www.kidasa.com/news/jan07/index.8.png

15. Project scope
 A description of the work to be done in a
project

16. Project scope
 http://gbeaubouef.files.wordpress.com/2
011/02/erp-project-scope.jpg

17. Turnover Rate
 The ratio of the number of workers who had to
be replaced in a given period of time to the
average number of workers.

18. Turnover Rate
 http://becausewecare1.com/tag/high-
staff-turnover-rates/

19. Work Breakdown Structure
 A task-oriented breakdown of the work to be
done

20. Work Breakdown Structure
http://edge.rit.edu/content/P09023/public/
Preliminary%20Work%20Breakdown%20Str
ucture

21. Scope Creep
 A term used to describe unplanned changes to a
project’s scope

22. Scope Creep
http://www.targetprocess.com/blog/wp-
content/uploads/2009/06/burn_down_scop
e_creep-741418.png