Writer’s Checklist


When writing a technical report ask yourself following questions:

  • What is reader’s name and job title?
  • What are reader’s chief responsibilities on the job?
  • What is reader’s educational background?
  • What is your reader’s professional background (previous positions or work experience)?
  • What is reader’s attitude toward the subject of the document?
  • What will the reader do with the document: file it, skim it, read only a portion of it, study it carefully, modify it and submit it to another reader, attempt to implement recommendations?
  • What are the reader’s likes and dislikes that might affect his/her reaction to the document?
  • How will your reader’s physical environment affect how you write and package the document?
  • What is your purpose in writing?
  • What is the document intended to accomplish?
  • Is your purpose consistent with your audience’s needs?
  • How does your understanding of your audience and of your purpose determine your strategy: the scope, structure, organization, tone, and vocabulary of the document?
  • Are there any organizational constraints that you have to accommodate?
  • Are there any informational constraints that you have to accommodate?
  • Are there any time constraints?
  • Have you checked with your primary reader to see if he or she approves of your strategy for the document?

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.

Affordable, Portable Presentations


From a hardware standpoint, multimedia requires that a computer have adequate capabilities in three areas:

  • Sound Capability: The hardware should be able to play sound through an internal speaker or to route stereo sound through a pair of external speakers connected to the computer.
  • Appropriate video capability. Most of the computers sold today have video capabilities that can accommodate multimedia.
  • Adequate storage. Because audio and video require large amounts of storage, extensive multimedia requires a storage device that plays disks that are substantially identical to that CDs that you buy in a music store.

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.

Organizational Paralysis


Within 6 months of life some organizations suffer a paralysis:

  1. Point zero minus six months: growing anticipation of the new organization is rife; most senior managers are preoccupied with networking amongst the organization’s rising stars in order to be well positioned for advancement.
  2. Point zero minus three months: the new organization is due shortly, so no one will do anything in case it is seen to be wrong in light of the new structure.
  3. Point zero minus one month: all senior managers desperately plead for a new job so the sin of the last year’s time wasting can be hoofed off onto another poor unsuspecting victim.
  4. Point zero: the planned reorganization is put back two months to accommodate the wishes of an intransigent director who keeps digging in his heels and refuses to listen.
  5. Point zero plus six months: senior mangers look forward to extremely generous takeover conditions and contemplating retirement

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.

 

Strategies to Cause Change


In developing a strategy for change, it is always useful to define clearly what is to be changed. Is it knowledge, attitudes, behavior, or entire group or organizational processes? Each of these is increasingly difficult to change, and each requires proportionately more time to consummate. In most instances, each of these four types of change requires that those preceding must be changed first.

The change process involves three general stages. The first is “unfreezing,” or developing a willingness and readiness for change. The second is the change process itself, which involves new learning. The third is “refreezing,” or the consolidating of the learning from stage two.

Structural strategy means the redesign of the authority, task, and other structures to accommodate changes in the external and internal environment. This approach is sometimes efficacious in localized difficulties, but it has limitations when the nature of change requires adjusting to a deeper level of contingency-severity rather than just adapting to a configuration change in the external environment at the same contingency-severity level.

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.

 

The Personal Touch


  • People like to buy from people
  • You build a business one customer at a time, one purchase at a time
  • Use the customer’s name in all written communication
  • Courtesy, manners and politeness are keys to building trust, respect and loyalty
  • Use names regularly in conversation
  • Accommodate the customers special requests wherever possible (impossible is a subjective statement)
  • The first sale you make is yourself
  • Rapport is a skill that can be learnt
  • No-verbal communication is the most important and quickest route to reaching people
  • Get to know your customers—all of them
  • One hundred percent attention at all times
  • Make every customer feel like your most special customer (not your only customer)

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 Quality and Employee Behavior


Customers’ perceptions of service quality will be impacted by the customer-oriented behaviors of employees. In fact, the five dimensions of service quality—reliability, responsiveness, assurance, empathy, and tangibles—can be influenced directly by service employees.

Delivering the service as promised—reliability—is often totally within the control of front-line employees. Even in the case of automated services—such as ATMs, automated ticketing machines, or self-serve and pay gasoline pumps—behind the scenes employees are critical for making sure all of the systems are working properly. When services fail or errors are made, employees are essential for setting things right and using their judgment to determine the best course of action for service recovery.

Front-line employees directly influence customer perceptions of responsiveness through their personal willingness to help and their promptness in serving customers. Consider the range of responses you receive from different retail store clerks when you need help finding a particular item of clothing. One employee may ignore your presence, whereas another offers to help you search and calls other stores to locate the item. One may help you immediately and efficiently, whereas another may move slowly in accommodating even the simplest request.

The assurance dimension of service quality is highly dependent on employees’ ability to communicate their credibility and to inspire trust and confidence. The reputation of the organization will help, but in the end, individual employees with whom the customer interacts confirm and build trust in the organization or detract from its reputation and ultimately destroy trust. For startup or relatively unknown organizations, credibility, trust, and confidence will be tied totally to employee actions.

It is difficult to imagine how an organization would deliver “caring, individualized attention” to customers independent of its employees. Empathy implies that employees will pay attention, listen, adapt, and be flexible in delivering what individual customers need. For example, research documents that when employees are customer-oriented, have good rapport with customers, and exhibit perceptive and attentive listening skills, customers will evaluate the service more highly and be more likely to return. Employee appearance and dress are important aspects of the tangibles dimension of quality, along with many other factors that are independent of service employees (the service facility, décor, brochures, signage, and so on).

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.

Concepts of ISO 140001


This standard provides organizations with the elements for an environmental management system (EMS), which can be integrated into other management systems to help achieve environmental and economic goals. It describes the requirements for registration and/or self-declaration of the organization’s EMS. Demonstration of successful implementation can be used to assure other parties that an appropriate EMS is in place. It was written to be applicable to all types and sizes of organizations and to accommodate diverse geographical, cultural, and social conditions. The requirements are based on the process and not on the product. It does, however, require commitment to the organization’s EMS policy, applicable regulations, and continual improvement.

The basic approach to EM begins with the environmental policy, which is followed by planning, implementation and operation, checking and corrective action, and management review. There is a logical sequence of events to achieve continual improvement. Many of the requirements may be developed concurrently or revisited at any time. The overall aim is to support environmental protection and prevention of pollution in balance with socioeconomic needs.

The standard is not intended to create nontariff barriers or to change an organization’s legal obligations. In addition, it does not include aspects of occupational health and safety management, although an organization may include these aspects in the documentation.

In order to understand the requirements, a few definitions are necessary. Environment is defined as the global surroundings in which an organization operates and includes air, water, land, natural resources, flora, fauna, humans, and their interaction. Environmental aspect is defined as an element of an organization’s activities, products, or services that can interact with the environment. Examples are wastewater discharge, air emissions, and energy use. Environment impact is defined as any change, whether adverse or beneficial, wholly or partially resulting from an organization’s activities, products, or services. Examples are impacts on habitat, water supply, and soil erosion. Environmental objective is an overall environmental goal, arising from the policy statement, that an organization sets for itself and which is quantified when practical. They define how the policy will be achieved. For example, an objective could be to control the temperature of the wastewater effluent. Environmental target is a detailed performance requirement and should be quantified when practical. It needs to be met in order to achieve the objective. For example the wastewater temperature should be controlled between 10 and 14 degrees centigrade.

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.

Understanding Culture


Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. All members of a culture have similar assumptions about how people should think, behave, and communicate, and they all tend to act on those assumptions in much the same way.

You belong to several cultures. The most obvious is the culture you share with all the people who live in your own country. You also belong to other cultural groups, including an ethnic group, a religious group, and perhaps a profession that has its own special language and customs.

Distinct groups that exist within a major culture are referred to as subcultures. Groups that might be considered subcultures in the US are Mexican Americans, Mormons, wrestling fans, Chinese Americans, and Harvard graduates.

By bridging cultural differences, you can successfully achieve intercultural communication, the process of sending and receiving messages between people of different cultures. When communicating with a person from another culture, you will be most effective if you can identify the differences between your cultures and accommodate those differences without expecting either the other party or yourself to give up your identity.

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.

Corporate Structure in the Global Economy


Corporate structures will be increasingly expected to deal with tension-producing forces, as well as compressive ones. Among them is the tendency for companies to become increasingly spread thin as they respond to an expanding multitude of masters. And it is likely that both employees and their governments will take their turn demanding greater attention to their particular needs and requirements. On top of these whiplash-inducing pressures will be the ongoing operational tensions arising from the continuing use of speed as a competitive weapon.

 

As if these ongoing pushes and pulls will not be enough of a challenge, most businesses will also face the requirement to be more flexible than ever in deploying and redeploying resources to mact the moving targets provided by customers’ requirements and competitors’ advances. The globalizing marketplace tends to be unforgiving when corporate inertia or bureaucracy limits flexibility. This degree of organizational elasticity—stretching to accommodate special situations, then returning to the original shape to meet regular demands—is already a necessity in many industries. Soon it will be mandatory in most.

 

A measure of plasticity will be needed, as well. The ability to change an organization’s shape, to adapt to new markets or to reconfigure around emerging capabilities, will be another dynamic quality in the repertoire of the new corporation. This attribute—the ability to reorganize completely every several years without succumbing to terminal brittleness—is a rarity in most companies today. But it will be common among those that thrive into this 21st Century.

 

Just as architects have never found a single, always appropriate building block for every structure, organization designers are also unlikely to find one. But the old building blocks of narrowly defined jobs used in tandem with traditional supervision are not working. Perhaps the lead of the architect can be followed, and companies can learn to select organizational building blocks that can be adjusted to cope with the forces they face at a particular time. In keeping with what has worked for the architect, organization planners can:

  • Reinforce jobs to ensure they have the strength to resist the tensions and compressions they must increasingly cope with.
  • Use the organizational equivalent of composites—teams—when job reinforcement alone is insufficient to provide the company with an appropriate degree of flexibility.
  • Make sure that the company’s managers are in load-bearing roles—ones vital to the organization’s structural integrity—and act as drivers of the business’s ongoing adaptability, rather than mere definers of unneeded internal walls.

 Reinforced jobs, composite teams, and load-bearing managers—these may well be the most useful raw materials from which the structure of the corporation is shaped.

 

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 contact www.asifjmir.com, Line of Sight

Why we fail?


The results we intended occur, and we label the result a success. Failure, on the other hand, denotes an undesired outcome. The results we were looking for didn’t come through. To replace failure with success, we need to understand the way that different actions yield different results. In a sense, it’s simple as discarding actions and underlying thought patterns that lead to undesired results and replacing them with deeds and thoughts that lead to the right outcome. Of course, in practice, it’s much easier to say than to do.

Actions result from patterns of thought, and these patterns often form in order to justify the actions that are expected of us. In other words, it’s a cycle. The need for certain action dictates the development of a way of thinking, and that way of thinking leads to the desired actions. Now, if the results of those actions become undesirable, then it follows that you need to change the thought patterns.

Do people really tailor their thinking to accommodate their actions? In some ways this process can be very detrimental; for example, when we alter our beliefs so we can get away with doing things we were brought up to believe are wrong. Yes, our beliefs are fashioned by society, by our environment and culture, but anyone who denies that an individual can radically change his or her way of thinking is seriously underestimating the power we can exercise over our minds.

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 contact www.asifjmir.com, Line of Sight

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