Not all customer priorities can be counted, timed, or observed through audits. As Einstein once said, “Not everything that counts can be counted, and not everything that can be counted, counts.” Understanding and knowing the customer is not a customer priority that a standard that counts, times, or observes employees can adequately capture. In contrast to hard measures, soft measures are those that must be documented using perceptual measures. We call the second category of customer-defined standards soft standards and measures because they are opinion-based measures that cannot be observed and must be collected by talking to customers, employees, or others. Soft standards provide direction, guidance, and feedback to employees in ways to achieve customer satisfaction and can be quantified by measuring customer perceptions and beliefs. These are especially important for person-to-person interactions such as the selling process and the delivery process for professional services.
Soft Customer Standards
22 Oct 2013 Leave a comment
in 21st Century Corporate Strategy Tags: achieve, adequate, audit, base, belief, call, cannot be observe, capture, category, collect, contrast, count, Customer, define, delivery, direction, document, Einstein, employee, especially, feedback, guidance, hard, important, interaction, know, measure, observe, opinion, perception, perceptual, person, priority, process, profession, provide, quantify, satisfaction, second, sell, service, soft, standard, talk, time, understand, Use, way
Exceeding Customer Expectations
30 Aug 2013 Leave a comment
in 21st Century Corporate Strategy Tags: accord, amaze, appeal, attempt, belief, between, both, close, company, coordinate, credo, Customer, delight, deliver, difficult, employee, enough, exceed, excite, expectation, factor, firm, focus, formulate, future, gap, group, high, hold, impact, increasing, maxim, meet, mere, often, perception, Performance, popular, potential, promise, retain, segment, service, set, slogan, standard, surprise, target, type, understand, urge
We often focus on meeting customer expectations by closing the gap between customer perceptions and expectations. There’s a difficulty in meeting expectations because of all the factors that must be coordinated to deliver on the firm’s service promises. However, an increasingly popular service maxim urges companies to “exceed customer expectations.”—to delight, excite, surprise, and otherwise amaze. According to this formulated belief, merely meeting customer expectations is not enough; a company must exceed them to retain customers. This is an appealing slogan as well as one that sets a high performance standard for employees, but it holds the potential to overpromise to both customers and employees. In attempting to exceed customer expectations, a company must understand a) what type of expectations can and should be exceeded, b) what customer group or segment is to be targeted, and c) the impact exceeding expectations has on future expectations of 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.
Mistake
24 Dec 2011 Leave a comment
in Mistake Tags: able, act, agreement, announce, basis, belief, case, certain, classify, contract, court, deal, decide, decision, depart, depend, describe, error, existence, fact, form, Fraud, fulfill, grant, hold, ignorance, include, judgment, justice, kind, law, material, mind, misrepresentation, misstatement, mistake, mutual, nonexistence, obligation, obvious, party, place, Product, rescission, rule, seem, sense, situation, term, thing, true, try, unilateral, unlike, untrue, victim
The term mistake is used in contract law to describe the situation in which one or both of the parties to an agreement acted under an untrue belief about the existence or nonexistence of a material fact. In mistake cases, unlike fraud and misrepresentation cases where the victim is also acting under a mistaken belief about the facts, the mistaken belief about the facts is not the product of a misstatement by the other party. Mistaken in this sense does not include errors of judgment, ignorance, or a party’s mistaken belief that he or she will be able to fulfill certain obligations under a contract. The things that were said about materiality and fact in the law misrepresentation hold true in mistake cases.
In deciding mistake cases, courts often seem to be trying more obviously to do justice than in other kinds of cases. This is why decisions in mistake cases sometimes seem to depart from the announced rules of law dealing with mistake.
Mistake cases are classified as mutual or unilateral, depending on whether both or only one of the parties was acting under a mistaken belief about a material fact. Mutual mistake is always a basis for granting rescission of the contract at the request of either party. Clearly, no meeting of the minds took place and therefore no true contract was ever formed.
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.
Misrepresentation
09 Oct 2011 Leave a comment
in Misrepresentation Tags: acting, basic, belief, cause, contract, create, detriment, element, enter, fact, full, harm, idea, important, impression, justify, known, material, mind, misrepresentation, mistaken, ordinarily, party, person, reliance, rely, subject, truth, victimize
The basic idea of misrepresentation is that one of the parties to a contract created in the mind of the other party a mistaken impression about an important fact about the subject of the contract. Acting in reliance upon this mistaken belief, the victimized party entered into a contract he or she would not otherwise have entered if the full truth had been known. The elements of misrepresentation are ordinarily given as misrepresentation of material fact justifiably relied upon to the detriment of (causing harm to) the person relying.
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.
Power through Recognition
05 Aug 2011 Leave a comment
in Power through Recognition Tags: achieve, belief, confident, consistent, continue, dependent, desire, empower, enhance, excellent, manager, motivate, objective, own, People, person, power, recognition, self-esteem, success, through, work
A manager empowers others by giving them recognition which enhances their self-esteem and motivates them to continue to do their best work. A person’s power to achieve success is dependent upon his belief in himself and his desire to do consistently excellent work. A manager has more power to achieve his own objectives when the people who work for him are confident and motivated to do their best work.
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.
Forces in the Environments
03 Apr 2011 1 Comment
in Forces in the Environments Tags: ability, activity, affect, agency, attitude, available, belief, business, businesspeople, characteristic, classified, climate, common, competitive, competitor, consist, consumption, control, convert, cost, cultural, culture, Development, direct, distribute, Distribution, distributive, Domestic, economic, element, environment, equipment, exert, Expenditure, external, financial, firm, following, force, foreign, form, GNP, goods, government, Human, important, inflation, influence, interest, internal, international, kind, labor, law, legal, life, location, management, nation, national, nationalism, natural, nature, number, operate, opinion, Organization, personal, physical, political, population, Product, rate, Resource, service, Skill, socio, socioeconomic, sum, surround, taxation, technical, technological, topography, uncontrollable, unit, variable
Environment is the sum of all the forces surrounding and influencing the life and development of the firm. The forces themselves can be classified as external or internal. Management has no direct control over them, though it can exert influences. The external forces are commonly called uncontrollable forces and consist of the following:
- Competitive: kinds and numbers of competitors, their locations, and their activities.
- Distributive: national and international agencies available for distributing goods and services.
- Economic: variables (such as GNP, unit labor cost, and personal consumption expenditure) that influence a firm’s ability to do business.
- Socio-economic: characteristics and distribution of the human population.
- Financial: variables such as interest rates, inflation rates, and taxation.
- Legal: the many kinds of foreign and domestic laws by which international firms must operate.
- Physical: elements of nature such as topography, climate, and natural resources.
- Political: elements of nations’ political climates such as nationalism, forms of government, and international organizations.
- Socio-cultural: elements of culture (such as attitudes, beliefs, and opinions) important to international businesspeople.
- Labor: consumption, skills, and attitudes of labor.
- Technological: the technical skills and equipment that affects how resources are converted to products.
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.