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Focus on your strengths
Taking time to discover or confirm your key strengths and skills will empower you to make important decisions about your career. If you continue to produce letters and resumes that highlight the skills you have developed in your present position,...
How To Start, Survive, and Finish Your Journey To Super Success
"The more you hate, the more you love." What an ironic statement. Whoever said those words must have been drunk. The bottom line is this: It is extremely difficult to like or love something that you despise. But what can we do to solve this...
The Philosopy of Achievement
BUSINESS AND MARKETING WIZARDRY Volume 9 Issue 6 June 2005 Publisher: Joe Trevison CPA,MBA Co Publisher and Editor: Cheri Carson Graduate of Northwest Research Institute. Co editor: Jim Trevison senior at Edinboro University in Edinboro, PA,...
Time is of Essence when Managed
When time is managed wisely, it brings forth a spirited
attitude that we so much desire as human beings. There is not a
single person in the entire world that can say "I hate feeling
good about myself." If there is such a person, don't bother...
TRANSITION TO LEADERSHIP TRAINING
Introduction: “Why the need for a transition” Human beings generally thrive on personal achievements. True leaders, on the other hand, thrive on the achievements of their team members. Highly effective leaders guide, assist, and coach team...
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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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