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Growing your business
I wanted to take a quick moment to talk to everyone about striving for greatness in your profession. Everyday I wake up and think to myself, "What can I do today that will set myself apart from yesterday, what can I do to excel today?" I draw from...
Guaranteed Easy Ways To Gaining Financial Freedom
Does not having to worry about monthly bills anymore just a fantasy to you? Do you wonder sometimes how it will be a peace of mind if money matters didn't matter? Wouldn't it be great if at this very moment your financial situation were in order?...
How to Distinguish Lucrative Programs Over Online Scams
Can you really get rich quick working from home on the
internet? Web site after web site promises you the world and
riches, but is it for real?
My name is Kim Harms and I am a 25 year old stay at home wife.
Just like you, I was once...
Strengths of K-Professional
With the advent of the K- economy in globalisation making waves, corporations must now prepare their human capital to be K- professionals in the competitive environment. K- professionals are not only just IT savvy alone. For individuals to be...
The changing shape of family finances
Families are becoming an increasingly complex unit when it comes to money management. Parents are working longer hours, couples are spending less time with each other and children are becoming increasingly sophisticated in their material wants and...
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Improvingcustomer service in large stock registrar cmpany
ROBLEM The organization was always working under a crisis mode, with the managers feeling pressured and "under the gun". There was discord and resentment among the manager team, which reflected in the employees. Re-work and bureaucracy were eminent. Two of the managers were at odds with each other, which was evident to the employees, and created additional discord. The Customer Service group showed a lack of concern for the customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc. Customer were complaining for lack of service and long waiting lines. SOLUTION Management Resources Inc. (MRI) : Facilitated a customer needs analysis and company needs analysis sessions. Conducted focus groups with customers and employees Worked with the managers in developing strategic plans and objectives Established work priorities and set specific goals that were deployed throughout the organization Initiated a program to aid in replacing undesirable attitudes with positive ones Conducted a Team Building
workshop for managers Conducted a Customer Service session for the Customer Service group RESULTS Results became very visible: Sensitivity to the customer increased throughout the organization, not only at the management level but particularly in customer representatives. The management team became more cohesive and learned to respect each other’s opinions and reach consensus on departmental issues. The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to the customer. Their two departments became more productive and morale improved. The attitudes of all involved showed considerable improvement. Many customers expressed satisfaction to the new corteous and speedy manner they were treated. Managers became more confident and allowed room for initiative from their employees. This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy. The "empowered" employees were more satisfied and productive.
About the Author
Managing parner, Management Resources, Inc
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