Social Audit


A social audit is a step-by-step examination of all the activities that make up a firm’s social programs. The firm may evaluate its own programs in terms of goals, and it may identify new programs that it ought to pursue. Goals are then formulated for these new programs. The general aim of the social audit is to make management aware of the impact of corporate actions on society. In some countries, social audits are mandatory.

Many difficult questions need to be answered when conducting a social audit. When activities should be audited? How should each activity be evaluated? How should social performance be assessed? In general, these questions must be answered on a case-by-case basis.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Keeping Customers for Life


  • Select the right customers through market research.
  • Know your purpose for being in business.
  • Move customers from satisfaction to loyalty by focusing on retention and loyalty schemes.
  • Develop reward programs.
  • Customize your products and services.
  • Train and empower your employees in excellent customer service.
  • Respond to customers’ needs with speed and efficiency.
  • Measure what’s important to the customer – always add value.
  • Know exactly what customers want in their relationship with you.
  • Know why customers leave your enterprise by producing customer exit surveys.
  • Conduct a failure analysis on your enterprise.
  • Know your retention improvement measures – have a strategy in place.
  • Use market value pricing concepts.
  • Do what works all over again.

Remember:

96 percent of unhappy customers never complain; but if their problem remains unsolved, they usually tell ten other customers!

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Off-the-Job Training


Off-the-job training covers a number of techniques—classroom lectures, films, demonstrations, case studies and other simulation exercises, and programmed instruction. The facilities needed for  each technique vary from a small, makeshift classroom to an elaborate development center with large lecture halls, supplemented by small conference rooms with sophisticated instructional technological equipment.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Service Culture


Any policy, procedure, aspect, action, or inaction of an organization contributes to the service culture. This includes employee appearance, the way employees interact with customers, and their knowledge, skill and attitude levels. It also encompasses the physical appearance of the organization’s facility, equipment, and any other aspect of  the organization with which the customer comes into contact.

Service culture has following elements:

  • Service philosophy:  Direction or vision of the organization that gives you day-to-day interactions with the customer.
  • Employee roles and expectations: Specific communications or measures that indicate what is expected of you in customer interactions and define how your performance will be evaluated.
  • Policies and procedures: Guidelines that define how various situations or transactions will be handled. These can help or hinder service delivery depending on your flexibility in interpreting and applying them.
  • Management support: Availability of management to answer questions and assist you in customer interactions, when necessary.
  • Motivators and rewards: Monetary, material items or feedback that prompts you to continue to deliver service and perform at a high level.
  • Training: Instruction or information provided through a variety of techniques that teach knowledge or skills, or attempt to influence your attitude toward excellent service delivery

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Personality Cults


In the absence of an agreed working culture the leaders of an organization will use their own personalities to dedicate the way relationships are handled in their own area of influence.

The relative power and influence of each member of the leadership team will determine the relative strength of their cultural influence. Whatever the relative balance, however, you can be absolutely certain that this will create confusion, waste and stress.

The result will be a cult personality with the more dominant leaders commanding more followers, resulting in a split working culture within the organization.

The effect of this can be seen in the way organizations respond differently to sales enquiries than to service enquiries.

How many times you  have been left to wonder alone in a shop because a sales assistant is suddenly needed elsewhere when they discover that you are only enquiring and not intending to buy then and there?

It is interesting to note that when individual people suffer from a split or multiple personality they are usually diagnosed as schizophrenic  and receive the benefit of medical help. When organizations suffer from a split or multiple culture, it is usually accepted as normal.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Ego Meetings


What about the manager who purports to believe the only way to get information from subordinates is by meeting? This manager may be seeking ego satisfaction.  Meetings are not for holding court. It may be a pleasant way to get reports, but it is far from efficient. Any career-minded individual caught in such a situation needs to seriously consider his or her position and prospects.

Evaluate your meeting schedule. If a memo will serve, write a memo. If an informal conversation will work, converse. If a meeting is the only, or best, solution, hold a meeting, but make sure it is a good one.

Avoid being caught in the meeting  cycle. Help stamp out meeting mania. Don’t be part of the problem.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Forecasting in Supply Chain


The forecast of demand forms the basis for all strategies and planning decisions in a supply chain. Consider the pull/push view of the supply chain. Throughout the supply chain, all push processes are performed in anticipation of customer demand whereas all pull processes are performed in response to customer demand. For push processes, a manager must plan the level of production. For pull processes, a manager must plan the level of available capacity and inventory. In both instances, the first step a manager must take is to forecast and what customer demand will be.

Mature products with stable demand are usually easiest to forecast. Staple products at a super market, such as milk or paper towels, fit this description. Forecasting and the accompanying managerial decisions are extremely difficult when either the supply of raw materials or the demand for the finished product is highly variable. Good forecasting is very important because the time window for sale is narrow and if a firm has over- or under-produced, it has little chance to recover. For a product with long life cycle, in contrast, the impact of a forecasting error is less significant.

My Consultancy–Asif J. Mir - Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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