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10 Ways To Kick The Procrastination Habit
I recently read about a survey (by the University of Chicago) which suggested that those who relish challenge are more likely to live up to 10 years longer than those who spend their lives inhibited by timidity.
Trying to realise our...
20 Ways To Improve Your Life
People often ask me how they can improve their lives.
I always give them very specific advice on simple things they
can do to create a radical shift in their experience of life.
Here are 20 ways to improve your life. I challenge you to...
Are You Made To Run An Internet Business
Are You Made To Run An Internet Business Many people would like to have their own internet business. They like the idea of being their own boss. They like the idea to work from their home office. They like the idea of making a substancial income of...
Hire The Person, Not The Resume
“… [get] the right people on the bus, the right people in the right seats (and the wrong people off the bus) and then [figure] out where to drive it.” - Jim Collins – Good To Great "Hire the best staff you can find, develop them as much as you can,...
Top Tips And Advantages To Start Your Internet Home Business
The Advantages Of An Internet Business
by: Michel Richer
Working at home on your internet business is very gratifying. You are now the captain of your ship. You are the one who is steering the wheel. You can use your full creative capacity to...
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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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