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Army Ranger Reveals How to Control Corporate Stress
"Adopting the right attitude can convert a negative stress into a positive one." Hans Selye - the "father of stress" and founder of the Canadian Institute of Stress.
Every worker in America has heard of individual stress management...
Back To School Tips: 21 Universal Success Secrets
You have permission to publish this article electronically or in print, free of charge, as long as the bylines are included. A courtesy copy of your publication would be appreciated - send to: GregReid@AlwaysGood.com Back To School Tips: 21...
Blueprint for Change
A Blueprint for Change: Just when things seem working well, you have to do more with less, faster, cheaper and better. Change can be viewed as either an opportunity or a threat. Unfortunately, most organizations undergo significant change when...
Squashing the Procrastination Demon
We all know a procrastinator . . . that person who does
Christmas shopping on December 24th, pulls an all-nighter to get
a report done, or avoids making even the simplest decisions.
Many times the procrastinator puts forth a defense of "well,...
What Bowling and Success Have In Common
was flying home from a seminar in Atlanta yesterday afternoon on Delta and they have TVs on each seat. It was 1pm and I was a bit tired, so I was channel surfing and wouldn't have minded if I just fell asleep for the trip. But as I was surfing, I...
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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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